Kotak Final Report 8-7-2013

8/22/2019 Kotak Final Report 8-7-2013

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A

RESEARCH REPORT

ON

SERVICE QUALITY

AND

CUSTOMER SATISFACTION OF

KOTAK MAHINDRA BANK

IN PARTIAL FULFILLMENT OF ACADEMIC

REQUIREMENT OF M.B.A F.S SEM-III

ACADEMIC YEAR: 2013

SUBMITTED TO:-Prof.UMESHBPITHADIYA

Center For Management Studies,

Ganpat University,

Ahemdabad.

SUBMITTED BY:-


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ACKNOWLEDGEMENT

We have been able to prepare our research report successfully and we acknowledge a

special thanks to all those people without whose support it was impossible for us to

make the project report.

We would hereby take this opportunity to show our gratitude towards all our mentors

for what we have learnt during our Project. A good response, feedback and co-

operation given by faculty helped us in gaining knowledge and solving our queries.

We convey our sincere thanks to all the RESPONDENTS WHO HELP US IN

FILLING QUESTIONNAIRE, AHMEDABAD CITY.

The successful completion of this research report could not have been possible

without the co-operation and support of our faculty guide who have given complete

information for the project.

I feel immense pleasure to thank prof.Umesh pithadia, faculty ,C.M.S., Ganpat

University for making available all facilities in fulfilling the requirements for the

research report.


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PREFACE

As per university subject norms, it is must for the students of M.B.A.F.S. Sem. II, to prepare a

research report on choose topic study by visiting a particular (Coffee shop or to a market to

acquire practical as well as theoretical knowledge pertaining to that coffee shop in different

aspects about its internal and external environment.)

Our main focus and study was on to compare the service quality of Barista and CCD, at

Ahmedabad city which cover the analysis about different service quality provided by both the

coffee center. Research methodology, which service quality is better etc. is the research

mentioned.

We have put up our best efforts and enumerated every possible information after observing

the activities carried over there, to make this report a satisfactory report.

Lastly, we have tried our level best to prepare the best informative report.


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TABLE OF CONTENT

SR. NO. PARTICULARS

PAGE

NO.

I. Title Page I

II. Acknowledgement II

III. Preface III

VI. Table of contents VI

1. 1.1 Introduction of coffee shop 5


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s

1.2 Research Question and Objectives 13

1.3 Six Ws 14

2. Research methodology 15

3. Data analysis3.1 CCD data Analysis 17

3.2 Barista data Analysis 53

3.3 Mean Table 89

3.4 Hypothesis Testing 91

4. Recommendation. 100

5. Conclusion. 101

6. Limitation. 102

7. Bibliography. 103

8. Annexure. 105


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CHAPTER - 1

OVERVIEW

OF

BANKING INDUSTRY

IN INDIA


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1.1 INTRODUCTION OF BANKING:

The Indian banking can be broadly categorized into nationalized (government

owned), private Banks and specialized banking institutions. The Reserve Bank of

India acts a centralized body Monitoring any discrepancies and shortcoming in the

system.

Since the nationalization of banks in 1969, the public sector banks or the

nationalized banks have acquired a place of prominence and has since then seen

tremendous progress. The need to become highly customer focused has forced the

slow-moving public sector banks to adopt a fast track approach.

The unleashing of products and services through the net has galvanized players at all

levels of the banking and financial institutions market grid to look anew at their

existing portfolio offering. Conservative banking practices allowed Indian banks to

be insulated partially from the Asian currency crisis. Indian banks are now quoting

al higher valuation when compared to banks in other Asian countries (viz. Hong

Kong, Singapore, Philippines etc.) that have major problems linked to huge Non-

Performing Assets (NPAs) and payment defaults. Co-operative banks are nimble

footed in approach and armed with efficient branch networks focus primarily on the

high revenue niche retail segments.

The Indian banking has come from a long way from being a sleepy business

institution to a highly proactive and dynamic entity. This transformation has been

largely brought about by the large dose of liberalization and economic reforms that

allowed banks to explore new business opportunities rather than generating revenues

from conventional streams (i.e. borrowing and lending).

The banking in India is highly fragmented with 30 banking units contributing to

almost 50% of deposits and 60% of advances. Indian nationalized banks (banks

owned by the government) Continue to be the major lenders in the economy due to

their sheer size and penetrative networks which assures them high deposit

mobilization. The Indian banking can be broadly categorized into nationalized,

private banks and specialized banking institutions.


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The Reserve Bank of India acts as a centralized body monitoring any discrepancies

and shortcoming in the system. It is the foremost monitoring body in the Indian

financial sector.

The nationalized banks (i.e. government-owned banks) continue to dominate the

Indian banking arena. Industry estimates indicate that out of 274 commercial banks

operating in India, 223 banks are in the public sector and 51 are in the private sector.

The private sector bank grid also includes 24 foreign banks that have started their

operations here. Under the ambit of the nationalized banks come the specialized

banking institutions. These co-operatives, rural banks focus on areas of agriculture,

rural development etc.

A bankis a financial intermediary that accepts deposits and channels those deposits

into lending activities. Banks are a fundamental component of, and are also active

players in financial markets. The essential role of a bank is to connect those who

havecapital (such as investors or depositors), with those who seek capital (such as

individuals wanting a loan, or businesses wanting to grow).

Banking is generally a highly regulated industry, and government restrictions on

financial activities by banks have varied over the financial systemtime and location.

1.2MEANING OF BANK::

French word Bancus or Banque A bench on which early bankers

transacted their banking business.

German word Back (termed as Banco in Italy) A Joint Stock Fund.

The name bank derives from the Italian word banco "desk/bench", used during the

Renaissance by Jewish Florentine bankers, who used to make their transactionsabove a desk covered by a green tablecloth.

1.3DEFINITION:

A bank is a financial institution which deals with deposits and advances and other

related services. It receives money from those who want to save in the form of

deposits and it lends money to those who need it.
http://en.wikipedia.org/wiki/Financial_intermediaryhttp://en.wikipedia.org/wiki/Financial_marketshttp://en.wikipedia.org/wiki/Capitalhttp://en.wikipedia.org/wiki/Loanhttp://en.wikipedia.org/wiki/Bank_regulationhttp://en.wikipedia.org/wiki/Financial_systemhttp://en.wikipedia.org/wiki/Italian_languagehttp://en.wikipedia.org/wiki/Renaissancehttp://en.wikipedia.org/wiki/Florencehttp://en.wikipedia.org/wiki/Florencehttp://en.wikipedia.org/wiki/Renaissancehttp://en.wikipedia.org/wiki/Italian_languagehttp://en.wikipedia.org/wiki/Financial_systemhttp://en.wikipedia.org/wiki/Bank_regulationhttp://en.wikipedia.org/wiki/Loanhttp://en.wikipedia.org/wiki/Capitalhttp://en.wikipedia.org/wiki/Financial_marketshttp://en.wikipedia.org/wiki/Financial_intermediary


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Obviously an authorised institution that conducts above activity is a bank. Now the

services those rendered by the banks across the globe are varied.

1.4 Reserve Bank of India

The Reserve Bank of India is a central bank and was established in April 1, 1935 in

accordance with the provisions of reserve bank of India act 1934. The central office of

RBI is located at Mumbai since inception. Though originally the reserve bank of India

was privately owned, since nationalization in 1949, RBI is fully owned by the

Government of India. It was inaugurated with share capital of Rs. 5 Crores divided

into shares of Rs. 100 each fully paid up.

RBI is governed by a central board (headed by a governor) appointed by the

central government of India. RBI has 22 regional offices across India. The reserve

bank of India was nationalized in the year 1949. The general superintendence and

direction of the bank is entrusted to central board of directors of 20 members, the

Governor and four deputy Governors, one Governmental official from the

ministry of Finance, ten nominated directors by the government to give

representation to important elements in the economic life of the country, and the

four nominated director by the Central Government to represent the four local

boards with the headquarters at Mumbai, Kolkata, Chennai and 29 New Delhi.

Local Board consists of five members each central government appointed for a

term of four years to represent territorial and economic interests and the interests

of cooperative and indigenous banks.

The RBI Act 1934 was commenced on April 1, 1935. The Act, 1934 provides the

statutory basis of the functioning of the bank. The bank was constituted for the

need of following:

- To regulate the issues of banknotes.

- To maintain reserves with a view to securing monetary stability

- To operate the credit and currency system of the country to its advantage.


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CHAPTER - 2

INTRODUCTION

OF

KOTAK

MAHINDRABANK


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1. Kotak Mahindra group was established in year 1985, as Kotak Capital

Management Finance Limited

2 This company was promoted by Uday Kotak, Sidney A. Pinto and Kotak &

Company

3 Industrialists Harish Mahindra and Anand Mahindra took a stake in year 1986

and thats why the company changed its name to Kotak Mahindra Finance

Limited

4 In February 2003 Kotak Mahindra Finance Ltd., the groups flagship company

was given the license to carry on the banking business by RBI.(Section 22 in

the Banking Regulation Act,1949). Thus it is 20 year old new bank

5 Kotak Mahindra Finance is Indias first ever company to be converted into a

bank.

6 Partnering the bank in growth are the leading international players like

Goldman Sachs(Investment banking and Equities), Ford Credit (Automobile

Finance) and Old Mutual (Life Insurance).

7 Group has a net worth of around Rs 5,600 crores, employs around 17,100

people in its various businesses, distribution network across 344 cities andtowns in India and offices in New York, London, Dubai, Mauritius and

Singapore.

8 The group services around 3 million customer accounts, and Bank enjoys the

trust and confidence of over 6 lakhs customers.


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THE JOURNEY SO FAR

GROUP MANAGEMENT

Mr. Uday Kotak Executive Vice Chairman & Managing DirectorMr. C. JayaramMr. Dipak Gupta


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OUR CORPORATE IDENTITY

Kotak Mahindra Bank Ltd. is a one stop shop for all banking needs. The bank offers

personal finance solutions of every kind from Savings Accounts to Credit Cards,

distribution of Mutual Funds to Life Insurance Products. Kotak Mahindra Bank offers

transaction banking, operates lending verticals, manages IPOs and provides working

capital loans. Kotak has one of the largest and most respected Wealth Management

teams in India, providing the widest range of solutions to high net worth individuals,

entrepreneurs, business families and employed professionals.

Since the inception of the former Kotak Mahindra Finance Ltd. in 1985, it has

been a steady and confident journey leading to growth and success. The milestones of

the group growth story are listed below year wise.


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Years Achievements

2010

Ahmedabad Derivatives and Commodities Exchange, a Kotak

anchored enterprise, became operational as a national commodity

exchange.

2009KMBL opened a representative office in Dubai &, Entered

Ahmedabad Commodity Exchange as anchor investor.

2008 Launched a Pension Fund under the New Pension System.

2006Bought the 25% stake held by Goldman Sachs in Kotak Mahindra

Capital Company and Kotak Securities.

2005

Kotak Group realigned joint venture in Ford Credit; their stake in

Kotak Mahindra Prime was bought out (formerly known as Kotak

Mahindra Primus Ltd) and Kotak groups stake in Ford credit

Kotak Mahindra was sold &,

Launched a Real Estate Fund.

2004 Launched India Growth Fund, a Private Equity Fund.

2003Kotak Mahindra Finance Ltd. converted into a commercial bank -

the first Indian company to do so.

2001

Matrix sold to Friday Corporation.

Launched Insurance Services.

Kotak Securities Ltd. was incorporated.

2000

Kotak Mahindra tied up with Old Mutual plc. for the Life Insurance

business.

Kotak Securities launched its on-line broking site.

Commencement of private equity activity through setting up of

Kotak Mahindra Venture Capital Fund.

1990 The Auto Finance division was started.

1987 Kotak Mahindra Finance Ltd entered the Lease and Hire Purchasemarket.

1986Kotak Mahindra Finance Ltd started the activity of Bill

Discounting.

Table 2.1: Achievements of the Bank


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2.2 COMPANYS BUSINESSES

Kotak Mahindra Bank Ltd. Kotak Securities Ltd.

Kotak Mahindra Old Mutual Life Insurance Ltd.

Kotak Mahindra Capital Co. Kotak Mahindra Prime Ltd.

(KMCC) (KMPL)

Kotak Mahindra Asset Management Company Ltd.

Kotak Realty Fund Kotak International

Business


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Kotak Private Equity Group (KPEG)

AWA


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LITERATURE REVIEW

In India still there is lack of users for internet as a medium for banking purpose, but

the banking system are upgrading and bringing many electronic banking medium

forcustomers so that banking can be made more convenient.

[1] Joseph et al. (1999) investigated the influence of internet on the delivery

ofbanking services. They found six underlying dimensions of e-banking service

quality such as convenience and accuracy, feedback and complaint management,

efficiency,queue management, accessibility and customization. Jun and Cai (2001)

identified 17 service quality dimensions of i-banking service quality. These are

reliability, responsiveness, competence, courtesy, credibility, access, communication,

understanding the customer, collaboration, continuous improvement, content,

accuracy, ease of use, timeliness, aesthetics, security and divers features. They alsosuggested that some dimensions such as responsiveness, reliability and access are

critical for both traditional and internet banks. Jayawardhena (2004) transforms the

original SERVQUAL scale to the internet context and develops a battery of 21 items

to assess service quality in ebanking. By means of an Exploratory Factor Analysis

(EFA) and a Confirmatory Factor Analysis (CFA), these 21 items are condensed to

five quality dimensions: access, website interface, trust, attention and credibility.

From the provider perspective, there are target quality and delivered quality. The

focus of process- or supply-led quality definition is rather internal than external, and it

is defined as conformance to requirements. It lays emphasis on the importance of the

management and the supply-side quality, and there is an important role of the

process in determiningthe quality of outcome (Ghobadian, 1994). Achieving the

quality of conformance between the planned (target) quality level and the real quality

delivered to customers depends on the service quality management system in an

organization.

[2] IAMAI report on online banking 2006. 43% of online banking user havent

started online financial transaction because of security reasons, 39% havent started

because they prefer face to face, 22% havent started because they dont know how

to use, for 10% sites are not user friendly and for 2% banks are not providing the

facility of internet banking. According to research 68% of the customers can not say

that when they will be starting the financial transactions through internet. Maximum

numbers of online banking users are male and maximum of them are in age the

group of 25-35. Numbers of female users are very less i.e. 17% only. More than 60%

of the people who are having account with have accounts in 3-4 banks. Only 37% of

Indian Internet users come from Top 10 cities i.e. Mumbai, Bangalore, Delhi,

Calcutta, Chennai, Pune, Hyderabad, Ahmedabad, Surat and Nagpur. Another day

and another number. As per IAMAI and I-cube, the number of active Internet user


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(i.e.ones who logon to Internet atleast once a month) is now 32 million and numbers

who have used Internet atleast once stands at 46 million.

[3] The Indian Internet Banking Journey In 2001, a Reserve Bank of India survey

revealed that of 46 major banks operating in India, around 50% were either offering

Internet banking services at various levels or planned to in the near future.

According to a research report,( India Research, Kotak Securities, May 2000.) while

in 2001, India's Internet user base was an estimated 9 lakh; it was expected to reach

90 lakh by 2003. Also, while only 1% of these Internet users utilized the Internet

banking services in 1998, the Internet banking user base increased to 16.7% by mid-

2000.

[4] Meute ret al. (2000) have identified critical incidents of customer satisfaction and

dissatisfaction with technology-based service encounters. Given that business-to-

business transactions are the fastest growing segment of technology-driven services

(Hof, 1999); Meuter and his colleagues (2000) suggested investigating what drivesbusiness customer satisfaction or dissatisfaction with technology driven services.

According to Gnroos (1982), customers distinguish the quality of customer

interactionsthat take place during service delivery (functional quality) and the quality

of the outcome the customer receives in the service encounter (technical quality).

Customers perceive the quality of services of Internet banking based on the

performance of online delivery systems not on the processes in which the delivered

service is developed and produced. Because customers perceive Internet banking

service quality based on relatively standardized outcomes determined by online

systems, customer attitudes toward that outcome reflect overall quality of services

delivered Customers usually perceive risks in conducting transactions electronicallyand particularly if the transactions involve money. Risk perception can be of six

different types: time risk, finacial risk, performance risk, psychological risk and

safety/confidentiality risk. It is generally considered that risk perception could be

higher for electronic banking services. This study aims to understand extent to which

whether this is consideration is valid as well as to determine the levels of risk

perception differences among those using Internet Banking and those not using it.


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CHAPTER - 3

RESEARCHMETHODOLOGY


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OBJECTIVES OF THE STUDY

Following are the objectives of the whole study:

1) To asses and compare the overall service performance of Kotak Mahindra

Bank,

2) To know in which service quality dimension, the Bank is performing well and

in which dimension it seeks an improvement,

3) To know customer requirements or expectations for providing essential

services.


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Research Approach Quantitative exploratory research

Sampling Technique Non Probability Convenient Sampling

SampleArea Ahmedabad,

Sample Size Branches of Kotak Mahindra Bank (100 Customers)

Sampling Frame Samples selected in the survey, are those who are the

Customers of Kotak Mahindra Bank.

Type of Questionnaire Structured Questionnaire

Table 1.2: Research Methodology


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CHAPTER - 4

QUESTIONNAIRE

ANALYSIS

&

ITS INTERPRETATION


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Purposefor conducting the Research

The research was conducted to know how the customers find the overall services of

Kotak Mahindra Bank as compared to other private banks. It was done through a

structured questionnaire which consists of 16 questions related to different

parameters, which will help us to know that in which area Kotak Mahindra Bank

needs to improve its services and in which area the Bank needs to maintain its level of

services.

Subject of Research

Questionnaires have been filled up by 100 customers of Kotak Mahindra Bank across

Ahmedabad. The research was being conducted on a sampling basis.

Naranpura and shivranjani branch, the customers gave their feedbacks regarding the

questions to be asked in the questionnaire:

Findings from the Research

The findings can be easily identified from the below graphs and its interpretation:

Data Interpretation


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1.Is kotak Mahindra primary bank for you?

Kotakmahindryaprimarybank

Frequency Percent

Valid

Percent

Cumulative

Percent

Valid yes 100 100.0 100.0 100.0

From the above chart we can assume that out of 100 respondents all the respondents

said yes that kotak Mahindra.

0

20

40

60

80

100

120

1

yes

yes


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2. How long have you been associated with kotak Mahindra bank?

associatedwithkotakbank

Frequency Percent

Valid

Percent

Cumulative

Percent

Valid 5years 37 37.0 37.0 100.0

Total 100 100.0 100.0

From the above chart we can assume that out of 100 respondent, 15% of the

respondents are associated with Kotak Mahindra bank from less than 1 year. 48% of

the respondents are associated with Kotak Mahindra bank from 1 to 5 years, and

remaining 37% of the respondents are associated with Kotak Mahindra bank from

more than 5 years.

0

10

20

30

40

50

60

5years

Series1


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3.Are the customers availing more than one product or services?

customersavailingmorethanoneproductorservices

Frequency Percent Valid PercentCumulativePercent

Valid yes 45 45.0 45.0 45.0

no 55 55.0 55.0 100.0

Total 100 100.0 100.0

From the above chart we can assume that 45% of the respondents said yes, that they

are availing more than one product or services and remaining 55% of the respondent

said no, that they are not availing more than one product or services.

0

10

20

30

40

50

60

yes no

Series1


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4. What is an approximate size of relationship with the kotak bank?

sizeofrelationship

Frequency Percent Valid Percent

Cumulative

PercentValid 1cr 15 15.0 15.0 100.0

Total 100 100.0 100.0

From the above chart we can assume that 20% of the respondents are relationship of

less than 1 lac with the kotak bank, 34% of the respondents are having relationship of

1 to 10 lacs with the kotak bank. 31% of the respondents having relationship of 10

lacs to 1 crore with the bank and remaining 15% of the respondents having

relationship of more than 1 crore with the kotak bank.

0

5

10

15

20

25

30

35

40

1cr

Series1


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5.Are you satisfied with the services of the kotak bank?

satisfiedewiththeservices


Cumulative

Percent

Valid yes 91 91.0 91.0 91.0

no 9 9.0 9.0 100.0

Total 100 100.0 100.0

From the above chart we can analyze that out of 100 respondents 91 of the

respondents said yes, that they are satisfied with services of the kotak bank and

remaining 9 of the respondents are not satisfied with the services of the kotak bank.

0

10

20

30

40

50

60

70

80

90

100

yes no

Series1


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7.Do you know your relationship manager?

relationship


Cumulative

Percent

Valid yes 100 100.0 100.0 100.0

From the above chart we can assume that all the 100 respondents said yes, that they

all knew their Relationship Manager.

0

20

40

60

80

100

120

1

yes

yes


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8.How often your RM comes to see you?

Rmcomestoseeyou


Cumulative

Percent

Valid in a week 47 47.0 47.0 47.0

in 15days 31 31.0 31.0 78.0

in 1month 15 15.0 15.0 93.0

in 2 month 3 3.0 3.0 96.0

does not come 4 4.0 4.0 100.0

Total 100 100.0 100.0

From the above chart we can easily analyze that out of 100 respondents, 47 of the

respondents said that RM to see them in a week, 31 of the respondents said that RM

comes in every 15 days. 15 of the respondents said that RM comes in 1 month, 3 of

the respondents said that RM comes in every 2 month and remaining 4 of the

respondents said that RM dont come to see them.

0

510

15

20

25

30

35

40

45

50

in a week in 15days in 1month in 2 month does not

come

Series1


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9.Are you satisfied with behavior of RM?

satisfiedwiththebehaviourofrm


Cumulative

Percent

Valid yes 82 82.0 82.0 82.0

no 18 18.0 18.0 100.0Total 100 100.0 100.0

From the above chart we can assume that 82% of the respondents are satisfied with

the behavior of RM and remaining 18 of the respondents are not satisfied with thebehavior of RM.

0

10

20

30

40

50

60

70

80

90

yes no

Series1


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10.Have your queries been handled by service staff

promptly and efficiently?

queriesbeenhandled


Cumulative

Percent

Valid yes 100 100.0 100.0 100.0

From the above chart we can assume that out of 100 respondents, all the 100

respondents said yes, that their all the queries been handled by the service staff

promptly and efficiently.

0

20

40

60

80

100

120

1

yes

yes


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11.what is the average wait period for a transaction

in the kotak bank?

Avragewaitperiodforatransaction


Cumulative

Percent

Valid


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a transation in the bank is of 15 to 20 minutes and remaining 4 %of the respondents

said no transaction is done.

12. Following charts

12.1 staff treat me in a friendly manner and their

explanations are clear.

staffbehavior1


Cumulative

Percent

Valid strongly agree 59 59.0 59.0 59.0

agree 24 24.0 24.0 83.0

neutral 6 6.0 6.0 89.0

disagree 4 4.0 4.0 93.0

strongly disagree 7 7.0 7.0 100.0

Total 100 100.0 100.0

From the above we can analyze that 59 of the respondents are strongly agree that the

behavior of staff in the kotak bank is good. 24 of the respondents are only agree on

this statement. 6 of the respondents sare neutral. 4 of the respondents are disagree that

the behavior of the staff in the bank is good and remaining 7 of the respondents are

strongly disagree.

0

10

20

30

40

50

60

70

strongly

agree

agree neutral disagree strongly

disagree

Series1


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12.2They inform me about the new financial services

being offered by the bank?

Information


Cumulative

Percent


agree 37 37.0 37.0 78.0

neutral 8 8.0 8.0 86.0

disagree 8 8.0 8.0 94.0


Total 100 100.0 100.0

From the above chart we can analyze that 41 of the respondents are strongly agree

that all the information of new financial services are given. 37 of the respondent are

agree. 8 of the respondents are neutral. 8 of the respondents are disagree and

remaining 6 of the respondents are strongly disagree that all the information of new

financial services are given to them.

0

5

10

15

20

25

30

35

40

45

strongly

agree


disagree

Series1


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12.3Working hours of my bank are convenient?

Workinghours


Cumulative

Percent


agree 28 28.0 28.0 91.0

neutral 4 4.0 4.0 95.0

disagree 2 2.0 2.0 97.0


Total 100 100.0 100.0

From the above chart we can assume that 63 of the respondents are strongly agree that

working hours of their bank is convenient, 28 of the respondents are only agree. 4 of

the respondents are neutral. 2 of the respondent are only disagree and remaining 3 of

the respondents are strongly disagree that working hours of their bank is convenient to

them.

0

10

20

30

40

50

60

70

strongly

agree


disagree

Series1


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12.4 Generally I use net banking and online

transactions are convenient to do?

Netbanking


Cumulative

Percent


agree 28 28.0 28.0 61.0

neutral 28 28.0 28.0 89.0

disagree 3 3.0 3.0 92.0


Total 100 100.0 100.0


that they use net banking and online transactions. 28 of the respondents are only agree

on this statements. 28 of the respondents are neutral. 3 of the respondents are only

disagree and remaining 8 of the respondents are strongly disagree that they are not

using net banking and online transactions.

0

5

10

15

20

25

30

35

strongly

agree


disagree

Series1


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12.5 Interest rate being offered is convenient for

various accounts wrt other banks (SA/TD/CD)?

Interstate


Cumulative

Percent


agree 41 41.0 41.0 73.0

neutral 9 9.0 9.0 82.0

disagree 12 12.0 12.0 94.0


Total 100 100.0 100.0


that interest rate are offered to them. 41 of the respondents are only agree on this

statements. 9 of the respondents are neutral. 12 of the respondents are only disagree

and remaining 6 of the respondents are strongly disagree that interest rate are not

offered to them.

0

5

10

15

20

25

30

35

40

45

strongly

agree


disagree

Series1


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12.6 There are no long waiting hours in the bank?

Nolongwaitinghours


Cumulative

Percent


agree 24 24.0 24.0 86.0

neutral 7 7.0 7.0 93.0

disagree 3 3.0 3.0 96.0


Total 100 100.0 100.0


that there are not long waiting hours in the kotak Mahindra bank . 24 of the

respondents are only agree on this statements. 7 of the respondents are neutral. 3 ofthe respondents are only disagree and remaining 4 of the respondents are strongly

disagree that there are long waiting hours in the kotak bank

0

10

20

30

40

50

60

70

strongly

agree


disagree

Series1


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12.7 Major complaints are being entertained within

time frame and therefore my business is efficiently

handled?

Efficientlyhandled


Cumulative

Percent


agree 35 35.0 35.0 77.0

neutral 15 15.0 15.0 92.0

disagree 3 3.0 3.0 95.0


Total 100 100.0 100.0


that there are not long waiting hours in the kotak Mahindra bank . 35 of the

respondents are only agree on this statements. 15 of the respondents are neutral. 3 of

the respondents are only disagree and remaining 5 of the respondents are strongly

disagree that there are long waiting hours in the kotak bank

0

5

10

15

20

25

30

35

40

45

strongly

agree


disagree

Series1


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41

13.Indicate how important the kotak Mahindra bank

following services are in enabling you to manage yourfinances?

13.1 Internet banking

servicesformanageyourfinance1


Cumulative

Percent


agree 28 28.0 28.0 64.0

neutral 26 26.0 26.0 90.0

disagree 7 7.0 7.0 97.0


Total 100 100.0 100.0


that internet banking is good to manage their finance . 28 of the respondents are only

agree on this statements. 26 of the respondents are neutral. 7 of the respondents are

only disagree and remaining 3 of the respondents are strongly disagree that internet

banking is not good for their finance.

0

5

10

15

20

25

30

35

40

strongly

agree


disagree

Series1


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42

13.2 Telephone banking

serviceformanageyourfinance2


Cumulative

Percent


agree 43 43.0 43.0 68.0

neutral 16 16.0 16.0 84.0

disagree 10 10.0 10.0 94.0


Total 100 100.0 100.0


that telephone banking service is good for them . 43 of the respondents are only agree

on this statements. 16 of the respondents are neutral. 10 of the respondents are onlydisagree and remaining 6 of the respondents are strongly disagree that telephone

banking service is not good for them in the kotak bank

0

5

10

15

20

25

30

35

40

45

50

strongly

agree


disagree

Series1


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43

13.3ATM



Cumulative

Percent


agree 35 35.0 35.0 68.0

neutral 14 14.0 14.0 82.0

disagree 7 7.0 7.0 89.0


Total 100 100.0 100.0


that ATM service is good for them. 35 of the respondents are only agree on this


and remaining 11 of the respondents are strongly disagree that ATM service is not

good for them in the kotak bank

0

5

10

15

20

25

30

35

40

strongly

agree


disagree

Series1


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13.4 Credit card



Cumulative

Percent


agree 29 29.0 29.0 53.0

neutral 23 23.0 23.0 76.0

disagree 17 17.0 17.0 93.0


Total 100 100.0 100.0


that credit card service is good for them . 29 of the respondents are only agree on this


and remaining 7 of the respondents are strongly disagree that credit cardservice is not

good for them in the kotak bank

0

5

10

15

20

25

30

35

strongly

agree


disagree

Series1


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14.How often do you use online services ok kotak

Mahindra bank?

onlineserviceofkotakmahindra


Cumulative

Percent

Valid daily 36 36.0 36.0 36.0

monthly 41 41.0 41.0 77.0

weekly 22 22.0 22.0 99.0

never 1 1.0 1.0 100.0

Total 100 100.0 100.0

From the above chart we can assume that out of 100 respondents 36 of the respondents

said that they are using online banking service daily of kotak Mahindra bank. 41 of the

respondents said that they are using online banking service monthly. 22 of the respondents

said that they are using online banking service weekly and remaining 1 of the respondents

said that he/she is never using online banking service of kotak Mahindra bank.

0

5

10

15

20

25

30

35

40

45

daily monthly weekly never

Series1


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14.1 Bill payment

features1


Cumulative

Percent

Valid excellent 19 19.0 19.2 19.2

good 32 32.0 32.3 51.5

neutral 26 26.0 26.3 77.8

poor 18 18.0 18.2 96.0

n/a 4 4.0 4.0 100.0

Total 99 99.0 100.0

Missing System 1 1.0

Total 100 100.0

From the above chart we can analyze that 19 of the respondents said that bill payment

feature is excellent for them. 32 of the respondents said that bill payment feature id

good for them. 26 of the respondents are neutral on this feature.18 of the respondentssaid that bill payment feature is poor for them and remaining 4 of the respondents are

n/a.

0

5

10

15

20

25

30

35

excellent good neutral poor n/a

Series1


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14.2 E-alert

features2


Cumulative

Percent


good 36 36.0 36.4 55.6

neutral 24 24.0 24.2 79.8

poor 14 14.0 14.1 93.9

n/a 6 6.0 6.1 100.0

Total 99 99.0 100.0


Total 100 100.0

From the above chart we can analyze that 19 of the respondents said that e-alertfeature is excellent for them. 36 of the respondents said that e-alert feature id good for

them. 24 of the respondents are neutral on this feature.14 of the respondents said that

e-alert feature is poor for them and remaining 6 of the respondents are n/a.

0

5

10

15

20

25

30

35

40


Series1


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14.3 Wire transfer

features3


Cumulative

Percent


good 36 36.0 36.4 54.5

neutral 30 30.0 30.3 84.8

poor 10 10.0 10.1 94.9

n/a 5 5.0 5.1 100.0

Total 99 99.0 100.0


Total 100 100.0

From the above chart we can analyze that 18 of the respondents said that wire transfer

feature is excellent for them. 36 of the respondents said that wire transfer feature is

good for them. 30 of the respondents are neutral on this feature.10 of the respondentssaid that wire transfer feature is poor for them and remaining 5 of the respondents are

n/a.

0

5

10

15

20

25

30

35

40


Series1


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14.4 stop payment

features4

Frequency Percent Valid PercentCumulativePercent


good 34 34.0 34.3 60.6

neutral 18 18.0 18.2 78.8

poor 13 13.0 13.1 91.9

n/a 8 8.0 8.1 100.0

Total 99 99.0 100.0


Total 100 100.0

From the above chart we can analyze that 26 of the respondents said that stop

payment feature is excellent for them. 34 of the respondents said that stop payment

feature is good for them. 18 of the respondents are neutral on this feature.13 of the

respondents said that stop payment feature is poor for them and remaining 5 of therespondents are n/a.

0

5

10

15

20

25

30

35

40


Series1


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14.5 Balance inquiry

features5


Cumulative

Percent


good 30 30.0 30.3 54.5

neutral 24 24.0 24.2 78.8

poor 16 16.0 16.2 94.9

n/a 5 5.0 5.1 100.0

Total 99 99.0 100.0


Total 100 100.0

From the above chart we can analyze that 24 of the respondents said that balance

enquiry feature is excellent for them. 30 of the respondents said that balance enquiry

feature id good for them. 24 of the respondents are neutral on this feature.16 of the

respondents said that balance enquiry feature is poor for them and remaining 5 of therespondents are n/a.

0

5

10

15

20

25

30

35


Series1


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14.6 ordering cash

features6


Cumulative

Percent


good 29 29.0 29.3 59.6

neutral 29 29.0 29.3 88.9

poor 8 8.0 8.1 97.0

n/a 3 3.0 3.0 100.0

Total 99 99.0 100.0


Total 100 100.0

From the above chart we can analyze that 30 of the respondents said that ordering

cash feature is excellent for them. 29 of the respondents said that ordering cash

feature id good for them. 29 of the respondents are neutral on this feature.8 of the

respondents said that ordering cash is poor for them and remaining 3 of therespondents are n/a.

0

5

10

15

20

25

30

35


Series1


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14.7 retrieving bank statement

features7


Cumulative

Percent


good 34 34.0 34.3 52.5

neutral 24 24.0 24.2 76.8

poor 13 13.0 13.1 89.9

n/a 10 10.0 10.1 100.0

Total 99 99.0 100.0


Total 100 100.0

From the above chart we can analyze that 18 of the respondents said that retrieving

bank statement feature is excellent for them. 34 of the respondents said that retrieving

bank statement feature id good for them. 24 of the respondents are neutral on this

feature.13 of the respondents said that retrieving bank statement feature is poor forthem and remaining 10 of the respondents are n/a.

0

5

10

15

20

25

30

35

40


Series1


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15.1 lay out

differentiatingfactors1


Cumulative

Percent


good 28 28.0 28.0 64.0

neutral 21 21.0 21.0 85.0

poor 11 11.0 11.0 96.0

n/a 4 4.0 4.0 100.0

Total 100 100.0 100.0

From the above chart we can analyze that 36 of the respondents said that layout of

kotak Mahindra bank as compared to other bank is excellent for them. 28 of the

respondents said that layout of kotak bank is good for them. 21 of the respondents are

neutral on this factor.11 of the respondents said that layout of kotak bank is poor for

them and remaining 4 of the respondents are n/a.

0

5

10

15

20

25

30

35

40


Series1


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15.2 service

differentiatiangfactor2


Cumulative

Percent


good 25 25.0 25.0 89.0

neutral 7 7.0 7.0 96.0

poor 2 2.0 2.0 98.0

n/a 2 2.0 2.0 100.0

Total 100 100.0 100.0

From the above chart we can analyze that 64 of the respondents said that service of

kotak Mahindra bank as compared to other bank is excellent for them. 25 of the

respondents said that service of kotak bank is good for them. 7 of the respondents are

neutral on this factor. 2 of the respondents said that service of kotak bank is poor forthem and remaining 2 of the respondents are n/a.

0

10

20

30

40

50

60

70


Series1


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15.3 efficiency of staff

differentiangfactor3


Cumulative

Percent


good 31 31.0 31.0 65.0

neutral 15 15.0 15.0 80.0

poor 14 14.0 14.0 94.0

n/a 6 6.0 6.0 100.0

Total 100 100.0 100.0

From the above chart we can analyze that 34 of the respondents said that efficiency of

staff in kotak Mahindra bank as compared to other bank is excellent for them. 31 of

the respondents said that staff efficiency of kotak bank is good for them. 15 of the

respondents are neutral on this factor.14 of the respondents said that staff efficiency ofkotak bank is poor for them and remaining 6 of the respondents are n/a.

0

5

10

15

20

25

30

35

40


Series1


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15.4 dcor and atmosphere

diffrentfactor4


Cumulative

Percent


good 36 36.0 36.0 67.0

neutral 17 17.0 17.0 84.0

poor 9 9.0 9.0 93.0

n/a 7 7.0 7.0 100.0

Total 100 100.0 100.0

From the above chart we can analyze that 31 of the respondents said that dcor and

atmosphere of kotak Mahindra bank as compared to other bank is excellent for them.

36 of the respondents said that dcor and atmosphere of kotak bank is good for

them.17 of the respondents are neutral on this factor.9 of the respondents said thatdcor and atmosphere of kotak bank is poor for them and remaining 7 of the

respondents are n/a.

0

5

10

15

20

25

30

35

40


Series1


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16 Would you like to receive electronic statements and account notifications?

liketorecelestat


Cumulative

Percent

Valid yes 56 56.0 56.0 56.0

no 44 44.0 44.0 100.0

Total 100 100.0 100.0

From the above chart we can analyze that out of 100 respondents 56 of the respondents

said yes that they like to receive electronic statement and notification by the kotak

Mahindra and remaining 44 of the respondents said that they dont like receive the

electronic statements and notifications by the kotak Mahindra bank.

0

10

20

30

40

50

60

yes no

Series1


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Here, I have done the Hypothesis Testing with the help of Statistical

Package for the Social Sciences (SPSS Software). HypothesisTesting can be done of the Parent Questions which are included in the questionnaire.

Hypothesis testing

Age

Frequency Percent Valid Percent Cumulative

Percent

Valid

18-30 27 27.0 27.0 27.0

31-40 32 32.0 32.0 59.0

41-50 25 25.0 25.0 84.0

51-60 16 16.0 16.0 100.0

Total 100 100.0 100.0

From the above chart we can analyze that 27 of the respondents are between the age of 18 to

31 years. 32 of the respondents are between the age of 31 to 40 years. 25 of the respondents

are between the age of 41 to 50 years and remaining 16 of the respondents are between the

age of 51 to 60 years


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genderFrequency Percent Valid Percent Cumulative

Percent

Valid

male 85 85.0 85.0 85.0

female 15 15.0 15.0 100.0

Total 100 100.0 100.0

From the above chart we can analyze that out of 100 respondents 85 were the males and

remaining 15 were the females.


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Occupation


Percent

Valid

student 5 5.0 5.0 5.0

bussinessmen 23 23.0 23.0 28.0

proffission 39 39.0 39.0 67.0

employee 33 33.0 33.0 100.0

Total 100 100.0 100.0

From the above chart we can analyze that 5 of the respondents are the students. 23 ofthe respondents are businessmen. 39 of the respondent are professional and remaining

33 of the respondents are employees.


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Annualincome


Percent

Valid

100000-200000 29 29.0 29.0 29.0

2,00,000-400,000 38 38.0 38.0 67.0

400000-600000 21 21.0 21.0 88.0

more than 6,00,000 12 12.0 12.0 100.0

Total 100 100.0 100.0

From the above chart we can analyze that 29 of the respondents income is in between

100000 to 200000, 38 of the respondents income is in between 200001 to 400000. 21

of the respondents income is in between 400001 to 600000. And remaining 12 of the

respondents income is more than 600000.


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Hypothesis testing :

1. H0- There is no relationship between staff behavior and age.

H1- There is relationship between staff behavior and age.

2. H0- There is no relationship between staff behavior and income.

H1- There is relationship between staff behavior and income.

3. H0- There is no relationship between staff behavior and occupation.

H1- There is relationship between staff behavior and occupation.

4. H0- There is no relationship between staff behavior and gender.

H1- There is relationship between staff behavior and gender.

5. H0- There is no relationship between services for manages your finance and age.

H1- There is relationship between services for manages your finance and age.

6. H0- There is no relationship between services for manages your finance and income.

H1- There is relationship between services for manages your finance and income.

7. H0- There is no relationship between services for manages your finance and

occupation.

H1- There is relationship between services for manages your finance and occupation.

8. H0- There is no relationship between services for manages your finance and gender.

H1- There is relationship between services for manages your finance and gender.

9. H0- There is no relationship between differentiating factor of kotak Mahindra bank

and age.

H1- There is relationship between differentiating factor of kotak Mahindra bank and

age.

10.H0- There is no relationship between differentiating factor of kotak Mahindra bank

and income.


income.


and occupation.

H1- There is relationship between differentiating factor of kotak Mahindra bank andoccupation.


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and gender.


gender.


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1. H0- There is no relationship between staff behavior and age.

H1- There is relationship between staff behavior and age.

ANOVA

q12

Sum of Squares df Mean Square F Sig.

Between Groups .090 3 .030 .141 .935

Within Groups 20.436 96 .213

Total 20.526 99

CONCLUSION:

Significance value of ANOVA is .935 which is greater than 0.5 so we will accept ourhypothesis. We conclude that there is no difference between staff behavior and age.


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2 .H0- There is no relationship between staff behavior and income.

H1- There is relationship between staff behavior and income.

ANOVA

q12


Between Groups .832 3 .277 1.352 .262


Total 20.526 99

CONCLUSION:

Significance value of ANOVA is .262 which is less than 0.5 so we will reject ourhypothesis. We conclude that there is difference between staff behavior and income.


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3. H0- There is no relationship between staff behavior and occupation.

H1- There is relationship between staff behavior and occupation.

ANOVA

q12


Between Groups .090 3 .030 .141 .935


Total 20.526 99

CONCLUSION:

Significance value of ANOVA is .935 which is greater than 0.5 so we will accept our

hypothesis. We conclude that there is no difference between staff behavior andoccupation

.


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4. H0- There is no relationship between staff behavior and gender.

H1- There is relationship between staff behavior and gender.

Group Statistics

gender N Mean Std. Deviation Std. Error Mean

q12male 85 1.9042 .44927 .04873

female 15 1.8952 .50498 .13039

Independent Samples Test

Levene's Test for

Equality ofVariances

t-test for Equality of Means

F Sig. t df Sig. (2-

tailed)

Mean

Difference

Std. Error

Difference

95% Confidence

Interval of the

Difference

Lower Upper

q12

Equal

variances

assumed

1.695 .196 .070 98 .944 .00896 .12817 -.24538 .26330

Equal

variances

not

assumed

.064 18.125 .949 .00896 .13919 -.28333 .30125

CONCLUSION:

Significance value of independent sample t-test is .196 which is less than 0.5 so we

will reject our hypothesis. We conclude that there is difference between staff behavior

and gender

.


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5. H0- There is no relationship between services for manages your finance and age.

H1- There is relationship between services for manages your finance and age.

ANOVA

q13


Between Groups 2.440 3 .813 2.596 .057


Total 32.515 99

CONCLUSION:

Significance value of ANOVA is .057 which is less than 0.5 so we will accept ourhypothesis. We conclude that there is difference between finance and age.


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6. H0- There is no relationship between services for manages your finance and

income.

H1- There is relationship between services for manages your finance and

income.

ANOVA

q13


Between Groups .520 3 .173 .520 .669


Total 32.515 99

CONCLUSION:


hypothesis. We conclude that there is no difference between finance and income.


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7.H0- There is no relationship between services for manages your finance and

occupation.

H1- There is relationship between services for manages your finance and occupation.

ANOVA

q13


Between Groups 1.081 3 .360 1.101 .353


Total 32.515 99

CONCLUSION:

Significance value of ANOVA is .353 which is less than 0.5 so we will reject our

hypothesis. We conclude that there is no difference between finance and occupation.


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8.H0- There is no relationship between services for manages your finance and gender.

H1- There is relationship between services for manages your finance and gender.

Group Statistics


q13male 85 2.2971 .56497 .06128

female 15 2.3833 .63293 .16342


Levene's Test for

Equality of

Variances



tailed)

Mean

Difference

Std.

Error

Differen

ce

95% Confidence

Interval of the

Difference

Lower Upper

q13

Equal

variances

assumed

.158 .692 -.536 98 .593 -.08627 .16108 -.40593 .23338

Equal

variances

not

assumed

-.494 18.154 .627 -.08627 .17453 -.45273 .28018

CONCLUSION:

Significance value of independent sample t-test is .692 which is greater than 0.5 so we

will accept our hypothesis. We conclude that there is no difference between finance

and gender


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.

9. H0- There is no relationship between differentiating factor of kotak Mahindra

bank and age.

H1- There is relationship between differentiating factor of kotak Mahindrabank and age.

ANOVA

q15


Between Groups .118 3 .039 .118 .949


Total 32.140 99

CONCLUSION:


hypothesis. We conclude that there is no difference between Kotak Mahindra and age.


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and income.


income.

ANOVA

q15


Between Groups 2.250 3 .750 2.409 .072


Total 32.140 99

CONCLUSION:

Significance value of ANOVA is .072 which is less than 0.5 so we will reject our

hypothesis. We conclude that there is difference between Kotak Mahindra and income

.


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and occupation.


occupation.

ANOVA

q15


Between Groups .180 3 .060 .180 .910


Total 32.140 99

CONCLUSION:


hypothesis. We conclude that there is no difference between Kotak Mahindra and

occupation.


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and gender.


gender.

Group Statistics


q15male 85 2.0647 .54575 .05920

female 15 2.0333 .71256 .18398


Levene's Test for

Equality of Variances



tailed)

Mean

Differenc

e

Std.

Error

Differenc

e

95% Confidence

Interval of the

Difference

Lower Upper

q15

Equal

variances

assumed

1.434 .234 .196 98 .845 .03137 .16035 -.28684 .34958

Equal

variances

not

assumed

.162 17.018 .873 .03137 .19327 -.37636 .43910

CONCLUSION:

Significance value of independent sample t-test is .234 which is less than 0.5 so we

will reject our hypothesis. We conclude that there is difference between Kotak

Mahindra and gender.


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CHAPTER -

FINDINGS


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Following are the findings which can be recognized from the whole research activity:

In all the parameters like Overall Services, Charges, Commitment, Ambience,

Employees Manners / Problem Solving, Kotak Mahindra Bank stands at the

top position as compared to its competitors.

The staff members of branch of Kotak Mahindra Bank are very co-operative

and supportive. And, I have also experienced it during the Mystery Shopping

Activity.

The customers said that, their RMs and other staff members regularly contact

them and meet them, which is a very good thing of Kotak Mahindra Bank.

Kotak Mahindra Bank is providing all the necessary facilities as per the

requirements and expectations of the customers.

During this research, many customers have shared their good experiences with

the bank and the excellent services that Kotak Mahindra Bank is providing

since so many years.

Thus, the customers are very much satisfied with the overall services of Kotak

Mahindra Bank.


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SUGGESTIONS

During this research activity, research found that some of the customers have faced

such problems regarding the services of Kotak Mahindra Bank.

But, it has been taken into consideration and the bank has already solved all these

problems. And as a result of it, the customers have become very happy and they are

very much satisfied with this kind of quick services of Kotak Mahindra Bank.

So, there is nothing to give any suggestions regarding the services of Kotak Mahindra

Bank. The bank is already performing all the duties and responsibilities very well.

Each and every problem is being solved on the spot. And due to these kinds of

qualities, Kotak Mahindra Bank stands at the top position in the market as compared

to its competitors.


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LIMITATIONS

Small sample size and selection of respondents only from two branches of

Kotak Mahindra Bank may limit the generalization of findings.

Another limitation of this study is that, the feedbacks of the customers may

differ as per their mood and preferences, so it may be biased.


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Conclusion:

In all the parameters like Overall Services, Charges, Commitment, Ambience,

Employees Manners / Problem Solving, Kotak Mahindra Bank stands at thetop position .From the research, research observed that customers are in touch

with their Relationship Manager of Kotak Mahindra Bank. Thus research

concludes that, the customers are very much satisfied with the overall services

of Kotak Mahindra Bank.


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BIBLIOGRAPHY

SOURCES OF INFORMATION

SOURCES OF INFORMAT

Links:

http://aboutus.kotak.com/kotak-mahindra-group/our-

story.html

http://aboutus.kotak.com/kotak-mahindra-group/our-

businesses.html

http://aboutus.kotak.com/kotak-mahindra-group/senior-management.html

http://aboutus.kotak.com/kotak-mahindra-

group/awards.html

Dear Respondent,
http://aboutus.kotak.com/kotak-mahindra-group/our-story.htmlhttp://aboutus.kotak.com/kotak-mahindra-group/our-story.htmlhttp://aboutus.kotak.com/kotak-mahindra-group/our-businesses.htmlhttp://aboutus.kotak.com/kotak-mahindra-group/our-businesses.htmlhttp://aboutus.kotak.com/kotak-mahindra-group/senior-management.htmlhttp://aboutus.kotak.com/kotak-mahindra-group/senior-management.htmlhttp://aboutus.kotak.com/kotak-mahindra-group/awards.htmlhttp://aboutus.kotak.com/kotak-mahindra-group/awards.htmlhttp://aboutus.kotak.com/kotak-mahindra-group/awards.htmlhttp://aboutus.kotak.com/kotak-mahindra-group/awards.htmlhttp://aboutus.kotak.com/kotak-mahindra-group/senior-management.htmlhttp://aboutus.kotak.com/kotak-mahindra-group/senior-management.htmlhttp://aboutus.kotak.com/kotak-mahindra-group/our-businesses.htmlhttp://aboutus.kotak.com/kotak-mahindra-group/our-businesses.htmlhttp://aboutus.kotak.com/kotak-mahindra-group/our-story.htmlhttp://aboutus.kotak.com/kotak-mahindra-group/our-story.html


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As a part of our curriculum, I the student of Centre for Management studies (Ganpat

University) am preparing a summer internship project report on service quality and

customer satisfaction of Kotak Mahindra Bank. The data collected will be used for the

same and will be kept strictly confidential.

KOTAK MAHINDRA BANK

Name: __________________________________________________

Age: _____________

Gender: _____________

Occupation: ____________________

Annual Income: ____________________

Crn no.:- ____________________

1. Is Kotak Mahindra primary bank for you?

Yes ( )

No ( )

2. How long have you been associated with Kotak Mahindra bank?

< 1 year

1-5 years


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>5 years

3. Are the customers availing more than one product or services?

Yes ( )

No ( )

4. What is an approximate size of relationship with the kotak bank?

< 1 Lac

1-10 Lacs

10-1 Cr.

> 1 Cr.

5. Are you satisfied with the services of the kotak bank?

Yes ( )

No ( )

6. Reasons for non satisfaction.


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___________________________________________________________________

____________________________________________________________________

7. Do you know your Relationship Manager?

Yes ( )

No ( )

8. How often your RM comes to see you?

In a week

In 15 days

In 1 month

In 2 months

Does not come

9. Are you satisfied with the behaviour of RM?

Yes ( )


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No ( )

10.Have your queries been handled by service staff promptly and efficiently?

Yes ( )

No ( )

Cant say ( )

11.What is the average wait period for a transaction in the kotak bank?

< 5 min.

5-10 min

10-15 min

15-20 min

No transaction

12.Rate the following on a scale of 1-5 (1- strongly agree, 2- agree, 3-indiefferent, 4-

disagree, 5-strongly disagree)

1 2 3 4 5

Staffs treat me in a friendly manner and their

explanations are clear.

They inform me about the new financial


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services being offered by the bank.

Working hours of my bank are convenient.

Generally I use net banking and online

transactions are convenient to do.

Interest rate being offered is convenient for

various accounts w r t other banks

(SA/TD/CD)

There are no long waiting hours in the bank.

Major complaints/ are being entertained

within time frame and therefore my business

is efficiently handled

13. Indicate how important the kotak Mahindra bank following services are in

enabling you to manage your finances. Tick appropriate number (1=unimportant and

5=very important)

Service 1 2 3 4 5

Internet banking

Telephone banking

ATM

Credit card

Please mention (in case of any other banking service) ______________________


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14. How often do you use online services of kotak Mahindra bank?

Daily ( ) Monthly ( )

Weekly ( ) Never ( )

Please rate the following online features.

Features Excellent Good Neutral Poor N/A

Bill Payment

e-alerts

Wire transfer

Stop Payment

Balance inquiry

Ordering Cash

Retrieving Bank

Statement

15. Alternative Bank:

Rate the following Differentiating Factors of kotak Mahindra bank as compared to

other banks:

Factor 1 2 3 4 5

LayoutService

Efficiency Of staff

Decor and Atmosphere

16. Would you like to receive electronic statements and account notifications? YES /

NO


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Some of the open ended questions:

Specify the difficulties you encountered in opening a new account?

Documents

Kotak Final Report 8-7-2013