kotak report 1

SUMMER TRANNING REPORTON

“The Retail Banking in Current Account”At

KOTAK Mahindra bank limited

Think KOTAK Think Investment

Submitted in Partial fulfillment of the requirement for the award of

Degree of

Bachelor of business administration

From University of Rajasthan

Project guide: Submitted by: Mr. Nishant Bhardwaj Mr. AMAR SINGHTeam leader B.B.A. Part IIIrd KOTAK Mahindra Bank Ltd. 2008

International Schools of Business ManagementGyan Vihar Universe. Mahal JagatPura

Jaipur (Rajasthan)

Acknowledgment

It was a great privilege and honor to have an opportunity to undertake

summer training at the KOTAK MAHINDRA BANK LIMITED, JAIPUR. I

pay my sincere thanks to Mr. NISHANT BHARDWAJ for guiding me in my

summer training and giving me an opportunity to work with the KOTAK

MAHINDRA BANK LIMITED, JAIPUR, an organization of repute.

It is my pleasure to have support of Mr. Gaurav kohli, Branch sales

manager at KOTAK Mahindra Bank, Jaipur. I would also like to express

my sincere and special thanks to Branch Manager Mr. Sanjay Rajoria for

giving us this opportunity to work upon. I am also indebted to all the other

member of the sales team of KOTAK Mahindra Bank, Jaipur for all the

encouragement, inspiration and valuable suggestion made, as and when

required.

I pay my special regards to Ms. Kanchan, Mrs. Heena, Mr. Anish Sheikh

(D.S.A) at KOTAK Mahindra Bank, Jaipur.

Last but not least I would like to extend my heartiest thanks to all those

customers whom I meet in concern of this project.

To a great extent I am very thankful to all friends for motivating me for this

hard work

AMAR SINGH

2

EXECUTIVE SUMMARY

AS we know that the banking industry in financial sector. There are lots of

opportunity and awareness to enhance the economy. There are many

nationalized and private bank are overcome with competition that who will

the best service provider bank in present era there cannot be any economic

or financial activities without an institution like bank. A well structured

systematic banking system is needed for economic development bank

promotes capital building and investment the commercial bankers’ oldest

institutions having a widest network of branches. As my banking concern I

got the experience in kotak Mahindra bank ltd. As trainee for two month it is

the part of my BBA curriculum I work there as a sales executive under the

supervision of team leader Nishant bhardwaj. I aware with from whole

industry and its product how to sale & what I have to take an step for this as

my work profile of opening a/c I enjoyed and done well lead for the bank.

As a researcher I got many experiences we feel very better at KOTAK

Mahindra Bank. But some drawbacks were there.

The product charges were higher as compare to national bank it gives

challenge to convince the customer. In this bank customers are limited

because are limited because of high charge for opening the a/c no. doubt

bank has quick service have a net banking , mobile banking. ATM

advantage rather it is more expensive for the middle class customer actually .

As a researcher I got the main objective for the bank.

- To provide the KOTAK MAHINDRA BANK information regarding

various competitors.

3

- To help the researcher in knowing out the various kinds of services

provided by different banks.

- To study the various functioning’s of banks.

- To study the different products of banks.

- To provide the researcher tough field knowledge.

- To judge the customer satisfaction regarding their banks.

As the banking system plays a crucial role in the development of the

economy it was felt that reforms were necessary to improve the efficiency of

the system and to offer better services at a reasonable price to customers.

The banking org also provide the quality service for their new product the

customer has come to occupy center stage and he is the beneficiary of the

increasing competition.

“The vice-chairman of KOTAK Mahindra Bank Limited says "It is

survival of the fittest “

The industry as per the figures available is not less than Rs. 5500 cores only

from the foreign countries and think if talk of the entire funds from internal

as well as external sources. Marketing of the brand new product keeping in

mind the risk and keeping patience at the same time was a great experience.

The product no doubt was available in the market offered by all the banks in

India. But convincing the Customers is not an easy task. Also time taken by

them was too much.

But after the completion it is great to pen down this report and regaining the

entire period of the project and the work done which has been shared with

the reader in the report. Thank you for giving time

4

Preface

People have always regarded as important in managing organizations their

centrality has become sharper in today’s changing world

In the gathering of facts and data for my project on current account I had

adopted diff. tech. & sampling methods as I discussed in this report

On making the project report on Kotak mahindra bank limited I had found

& get experience on diff. products, policies & customer relationship &

various present and future policies of bank.

About the report

This report is a mixture of survey that I had conducted over diff. people as

well as study of features, policies future planning, company profile, history

of banking Etc. I have also given recommendation & conclusion after my

study and survey for that I had taken help and guidance of my teachers my

team leader, various websites books

I have tried my level best for this project report.

Content & structure

This report is divided into six chapters.

The first chapter discusses:- company profile, history of banking in India,

list of board of directors.

The second chapter discusses:- project profile & introduction to project

The third chapter discusses:- research Methodology

The fourth chapter discusses: - , Data analysis & Interpretation,

The fifth chapter discusses: - conclusion,

The six chapter discusses: - recommendation,

Annexure: - bibliography, questionnaire

The report is accompanied by an instructor’s manual, which offers general

guideline on making project report.

5

TABLE OF CONTENTS

CHAPTER I PAGE NO:

1. COMPANY PROFILE 8-21

(A) ABOUT KOTAK MAHINDRA GROUP

(B) HISTORY OF BANKING IN INDIA

(C) LIST OF BOARD OF DIRECTORS

(D) OUR HISTORY

CHAPTER II

PROJECT PROFILE 22-42

(1) STUDY OF EXISTING AND POTENTIAL CUSTOMER

OF “KMBL”.

(2) INTRODUCTION TO PROJECT

(A)CREATING BANKING HISTORY

(B) COMPLETE BANKING

CHAPTER III

RESEARCH METHODOLOGY 43-51

CHAPTER IV DATA ANALYSIS & INTERPRETATION 55-57

METHODS OF DATA COLLECTION

CHAPTER V CONCLUSION 59

CHAPTER VI RECOMMENDATION 61

ANNEXURE

(A) BLIOGRAPHY 64

(B)QUESTIONNAIRES 65

6

COMPANY PROFILE

7

ABOUT KOTAK MAHINDRA GROUP

KOTAK MAHINDRA GROUP KOTAK Mahindra is one of India's

leading financial institutions, offering complete financial solutions that

encompass every sphere of life. From commercial banking, to stock broking,

to mutual funds, to life insurance, to investment banking, the group caters to

the financial needs of individuals and corporate. The group has a net worth

of around Rs.1, 700 cores and employs over 4,000 employees in its various

businesses. With a presence in 74 cities in India and offices in New York,

London, Dubai and Mauritius, it services a customer base of over 5, 00,000.

KOTAK Mahindra has international partnerships with Goldman Sachs (one

of the world's largest investment banks and brokerage firms), Ford Credit

(one of the world's largest dedicated automobile financiers) and Old Mutual

(a large insurance, banking and asset management conglomerate)

THE JOURNEY SO FAR...

8

KOTAK MAHINDRA is one of the leading financial companies of India

giving a complete solution to every investment planning, that's why we say

"THINK INVESTMENT.THINK KOTAK". From commercial banking, to

stock broking, to mutual funds, to life insurance, to investment banking, the

group caters to the financial needs of individuals and corporate. The group

has a net worth of Rs. 2500 cores and employs around 6700 employees

across its various businesses and has a distribution network of branches,

franchisees, representative offices and satellite offices across 250 cities and

9

towns in India and offices at New York, London, Dubai and Mauritius. The

group services over 1.6 million customer accounts.

KOTAK MAHINDRA has international partnerships with Goldman Sachs

(one of the world's largest investment banks and brokerage firms) and Old

Mutual (a large insurance, banking and asset management conglomerate).

KOTAK MAHINDRA is the flagship company of the group. The company

was incorporated in 1985 and over the year has spread its business into the

entire spectrum of financial services, either directly or trough subsidiaries. In

February 2003 the company was given the license to carry on banking

business by the RBI. It was the first company in India to covert into a

bank.

The company has been in retail lending since mid 1990's, with the

conversion into a bank, retail liabilities, treasury and corporate banking

segments have been added.

KEY GROUP COMPANIES AND THEIR BUSINESSES KOTAK

KOTAK MAHINDRA BANK LTD.: At KOTAK Mahindra Bank, we

address the entire spectrum of financial needs for individuals and corporates.

From Retail Finance to Equities, Mutual Funds to Life Insurance and

Investment Banking, we have the products, the experience, the experience,

the infrastructure and most importantly the commitment to deliver

pragmatic, end-to-end solutions that really work.

Since the conversion of the finance ltd. to bank ltd., the company has shown

its presence in Retail Liabilities and Branch Banking, Wealth Management,

10

NRI Services, Commercial Vehicles, Personal loans, Home Loans,

Agriculture Finance Division, Corporate Banking, Treasury.

KOTAK INVESTMENT BANKING – India's premier investment bank is

a joint venture between KOTAK Mahindra Bank (holding 75%) and

Goldman Sachs (holding 25%). It offers full service investment banking

solutions to its clients by combining the global reach and expertise of

Goldman Sachs and the local knowledge and skills of KOTAK Mahindra.

KOTAK Investment

Banking identifies structures and executives diverse transactions and

provides innovative solutions to Corporates and Government enterprises.

Transactions include mergers, acquisitions, divestitures and issuance debt

and equity.

KOTAK INSTITUTIONAL EQUITIES: focuses on catering to the

institutional clients including Foreign Institutional Investors (FIIs), banks,

MFs and Insurance companies. In addition to providing broking services in

the Cash segment and Futures and Options segment. KOTAK’s research

analysts were ranked amongst top 3 analyst teams in Institutional Investor's

2004 All Asia rankings.

KOTAK SECURITIES: One of the India's leading brokerage and

securities distribution house. It has been ranked the largest distributor of

Initial Public offerings for 2003-2004 by Prime Database and has been

awarded India's Best Equity House for 2004 by Finance Asia, Best Broker in

India for 2005 by Finance Asia and Best Equities House in India for 2005 by

Euro money. These medals itself tells the story so far of this house.

11

KOTAK CAR FINANCE: During 2005, the KOTAK Mahindra group's

ownership in KOTAK Mahindra Prims Limited (KMPL) has gone up to

100% following the acquisition of 40% stake held by Ford Credit

International (FCI). The primary business of KMPL is to finance passenger

cars, multi-utility vehicles in India for retail customers and working capital

and infrastructure requirements of dealers. KMPL offers finance for both

new as well as used cars.

KOTAK LIFE INSURANCE: KOTAK Mahindra Old Mutual Life

Insurance ltd (KOTAK Life Insurance) is a joint venture between KOTAK

Mahindra bank ltd. (holding 74%) and OLD MUTUAL pl c.(holding

26%).Old Mutual pl c,

is a UK based financial services group with 158 years of experience in

Insurance and banking, is a Fortune 500 company listed on the London stock

exchange in the FTSE 100 list of companies

KOTAK MUTUAL FUND: KOTAK Mahindra Asset Management

Company Limited, the asset manager for KOTAK Mutual Fund (KOTAK

Mutual), was established in 1998. Right from inception, KOTAK mutual has

built a reputation as an innovator. Among other things, it has given the

Indian Mutual Fund industry its first Gilt Fund, first multi-manager equity

Fund of funds, first theme fund dedicated to globally competitive Indian

companies, first investor loyalty scheme and first SMS-based information

service. In both products and services, KOTAK Mutual has led the way for

the rest of the industry.

12

CORPORATE IDENTITY

13

THE GLOBAL INDIAN FINANCIAL SERVICES BRAND: Our

customers will enjoy the benefits of dealing with a global Indian

brand that best understands their needs and delivers customized

pragmatic solutions across multiple platforms. We will be a world-

class Indian financial service group. Our technology and best practices

will be benchmarked along international lines while our understanding

of customers will be uniquely Indian. We will be more than a

repository of our customers' saving. We, the group, will be a single

window to every financial service in a customer's universe.

THE MOST PREFERRED EMPLOYER IN FINANCIAL

SERVICES: A culture of empowerment and a spirit of enterprise

attracts bright minds with an entrepreneurial streak to join us and stay

with us. Working with a home-grown, professional-managed

company, which has partnerships with international leaders, gives our

people a perspective that is universal as well as unique.

THE MOST TRUSTED FINANCIAL SERVICES COMPANY: We

will create an ethos of trust across all our constituents. Adhering to

high standards of compliance and corporate governance will be an

integral part of building trust.

VALUE CREATION: Value creation rather than size alone will be

our business driver

14

HISTORY OF BANKING IN INDIA

15

Without a sound and effective banking system in India it cannot have a

healthy economy. The banking system of India should not only be hassle

free but it should be able to meet new challenges posed by the technology

and any other external and internal factors. For the past three decades India's

banking system has several outstanding achievements to its credit. The most

striking is its extensive reach. And this is not any regular change but the

result of the zest towards pace with quality products and services. Indians

are going global. This is one of the main reasons of India's growth process.

The government's regular policy for Indian bank since 1969 has paid rich

dividends with the nationalization of 14 major private banks of India. Not

long ago, an account holder had to wait for hours at the bank counters for

getting a draft or for withdrawing his own money. Today, he has a choice.

Gone are days when the most efficient bank transferred money from one

branch to other of the day. Now it is as simple as instant messaging or

booking a movie ticket. As our current scenario we always speaks of

"CUSTOMER AS A KING", here he could bring bank on his desk either by

Internet or by home banking facilities by some of

them.

The products and services of today's financial market is totally a mixture of

the demand and changing scenario. As technology, which began as an

enabler-something that allowed banks to service customers 24X7 – is now

emerging as a strategic lever in getting new customers and retaining them. It

is not only creating a new competition tool but also works with a lower per

unit service cost which always proves to be big problem for any company to

implement a new strategy. Now a days bank are moving with home banking

16

facility; that is entire banking relation at your desk. Some are charging for

this and some are not. Although this cannot be counted as a product but

these kinds of services are the only way with which you can take an edge in

this competitive market.

Banks going global -not only going into international business but also using

latest technological (analytical) tools at the back-end that enables them to

slice and dice data to improve services, spot new trends and acquire new

Customers.

The first bank in India, though conservative, was established in 1786. From

1786 till today, the journey of Indian Banking system can be segregated into

three distinct phases. They can categorized as

Early phase from 1786 to 1969 of Indian Banks.

Nationalizations of Indian Banks and up to 1991 prior to Indian

banking sector reforms

New phase of Indian Banking System with the advent of Indian

Financial & Banking Sector Reforms after 1991.

The General Bank of India was set up in the year 1786. The next came was

Bank of Hindustan and Bengal Bank. The East India Company established

Bank of Bengal (1809), Bank of Bombay (1840) and Bank of Madras (1843)

as independent units and called it Presidency Banks. These three banks were

amalgamated in 1920 and Imperial Bank of Indian was established which

started as private shareholders banks, mostly Europeans shareholders. In

1865, Allahabad Bank was established and first time exclusively by Indian,

Punjab National Bank Ltd. was set up in 1894 with headquarters at Lahore.

17

Between 1906 and 1913, Bank of India, Central Bank of India, Bank of

Baroda, Canara Bank, Indian Bank and Bank of Mysore were set up.

Reserve Bank of India came in 1935: At the time of freedom there were

around 1100 banks, mostly small. To streamline the functioning and

activities of commercial banks, the Government of India came up with The

Banking Companies Act, 1949 which was later changed to Banking

Regulation Act 1949 as per amending Act of 1965. Reserve Bank of Indian

was vested with extensive powers for the supervision of banking in India as

the Central Banking Authority. It in 1955 nationalized Imperial Bank of

India with extensive banking facilities on a large scale especially in rural and

semi-urban areas. It formed State Bank of India to act as the principal agent

of RBI. In 1969 14 major commercial banks in the country was nationalized.

Second phase of nationalizing Indian Banking Sector Reform was carried

out in 1980 with seven more banks. This step brought 80% of the banking

segment in India under Government ownership.

After the liberalization of banking practices in 1991 by Indian government

the country is flooded with foreign banks and their ATM stations. Efforts are

being put to give a satisfactory service to customers. Phone banking and net

banking is introduced. The system now demands is TIME NOT MONEY.

Reason is very simple being in competition more or less the products

provided by different public and private banks are same, the only difference

could be made by providing services which suits individual customers, as

each of them demands different things. The banks are providing a mix kind

of services or rather we could call them "flexible servicing system".

18

Electronic trading platforms have reduced the gap between completing the

trade and its final settlement thereby reducing the 'trade and settlement risk'.

Globalization is another big driver of change. In the past, foreign banks were

the first choice of those operating overseas. Indian banks have woken up to

the possibilities here. They are setting up representative offices, branches,

even acquiring banks, overseas. With a pick-up in exports and corporate

India's rising forays overseas, the scope for stepping up banks' off-shore

activities is widening. They already compete with Citibank’s and HSBC

global banks that have a strong presence in India. But as the country

integrates with the global economy and as its share of global trade grows

from less than 1% at present, our banks will have to go global.

Source: 'India's world banks' by Amit Tandon, Outlook Business, pg. 30,

May 5, 2006

And www.google.com, www.rbi.com

BANK AS A SECTOR IN INDIA:

Banking today is not only an account holding machinery rather it plays a

role of the all-rounder in the financial games. It's like era of those who are

jack-of-all. The financial sector has kept pace with the growing needs of

corporate and other borrowers. Banks, capital market participants and

insurers have developed a wide range of introduced a regime where interest

rates are more in line with market forces.

The US$ 28 billion Indian financial sector has grown at around 15 percent

and has displayed stability for the last several years. The Indian banking

system has large geographic and financial coverage. Presently the total asset

19

size of the Indian banking sector is US$ 270 billion while the total deposits

amount to US$ 220 billion with a branch network exceeding 66,000

branches across the country. Commercial banks cater to short and medium

term financing requirements, national level and state level financial

institutions meet longer-term requirements.

Banking today has transformed into a technology intensive and customer

friendly model with a focus on convenience. The sector is set to witness the

emergence of financial supermarkets in the form of universal banks

providing a suite of services from retail to corporate banking and industrial

lending to investment banking. The corporate banking is no doubt the largest

segment.

Insurance hand-in-hand with insurance as a third party product plays an

important role to increase the net worth of the market and also of its sister

concerns. The size of insurance market has great opportunities to new

players with only 20 percent of the country's insurable population currently

insured.

Continued de-regulation and increased competition is expected to result in

the Indian competition is expected to result in the Indian financial services

reach US$ 51 billion by 2007.

Source: www.finmin.nic.in

20

● Mr. K.M.GHERDA CHAIRMAN

● Mr. UDAY KOTAK CHAIRMAN

EXECUTIVE VICE CHAIRMAN AND MD

Mr. ANAND MAHINDRA EXECUTIVE DIRECTOR

Mr. CYRIL SHROFF EXECUTIVE DIRECTOR

Mr. PRADEEP KOTAK EXECUTIVE DIRECTOR

Dr. SHANKAR ACHARYA EXECUTIVE DIRECTOR

Mr. SHIVAJI DAM EXECUTIVE DIRECTOR

Mr. C. JAYARAM EXECUTIVE DIRECTOR

Mr. DIPAK GUPTA EXECUTIVE DIRECTOR

Ms. BINA CHANDARANA EXECUTIVE DIRECTOR

21

OUR HISTORY

THE KOTAK MAHINDRA GROUP was born in 1985 as KOTAK

Capital Management Finance Limited. UDAY KOTAK, Sidney A.A.PINTO

and KOTAK & Company promoted this company. Industrialists HARISH

MAHINDRA and ANAND MAHINDRA took a stake in 1986, and that's

when the company changed its name to KOTAK Mahindra Finance Limited.

1987 KOTAK Mahindra Finance Limited starts the activity of Bill

Discounting.

1988 KOTAK Mahindra Finance Limited enters the Lease and Hire

Purchase market

1990 The Auto Finance division is started

1991 The Investment Banking Division is started. Takes over

FICOM, one of India's

1992 Largest financial retail marketing networks

1992 Enters the Funds Syndication sector

1995 Brokerage and Distribution businesses incorporated into a

separate company-KOTAK Securities. Investment banking

division incorporated into a separate company – KOTAK

Mahindra Capital Company

22

1996 The Auto Finance Business is hived off into a separate

company – KOTAK Mahindra Prime Limited (formerly know

KOTAK Mahindra Primus Limited). KOTAK Mahindra takes a

significant stake in Ford Credit KOTAK Mahindra Limited For

financing Ford vehicles. The launch of Matrix Information

Services Limited marks the Group's entry into information

distribution.

1997 Enters the mutual fund market with the launch of KOTAK

Mahindra Asset Management Company.

2000 KOTAK Mahindra ties up with Old Mutual plc. for the Life

Insurance business. KOTAK Securities launches its on-line

broking site (now www.kotaksecurities.com).Commencement

of private equity activity through setting up of KOTAK

Mahindra Venture Capital Fund.

2001 Matrix sold to Friday Corporation, Launches Insurance

Services.

2003 KOTAK Mahindra Finance Ltd. converts to a commercial

bank-the first Indian comp to do so.

2004 Launches India Growth Fund, a private equity fund.

2005 KOTAK Group realigns joint venture in Ford Credit; Buys

KOTAK Mahindra Prime (formerly known as KOTAK

Mahindra Prime Limited) and sells Ford credit KOTAK

Mahindra. Launches a real estate fund.

2006 KOTAK Mahindra Bank has successfully raised

approximately US$ 100 million through issue of 15,000,000

Global Depository Shares (GDS).

23

Source: www.kotak.com, press release of Mumbai, April 23, 2006:

Project profile

24

STUDY OF EXISTING AND POTENTIAL CUSTOMER FOR (KMBL.)

WORK TILL NOW

Visited various hospitals in Jaipur (For selling CASA ,Insurance)

Working on database provided by bank.

Handling customer query

Understanding and working on software maintained by KOTAK Bank for updating the database of various schemes.

Comparative analysis of various products offered by KOTAK and other banks.

Visited various hospitals & working on database provided by bank:

Presentation in the hospitals for the doctors. Then collecting their name and

fixed up appointments, resolving their queries one on one regarding

investment opportunities and selling insurance schemes & current accounts.

These presentations were customized for the doctors who could explain the

benefits of opening the accounts with bank and specified investment

advisory which bank uses to provide for the doctors.

As this part of the project was aimed to understand the features of current

account, current accounts & various insurance schemes. Here we were given

the experience to convey what we have under stood about the product to the

25

end customer. For this, we have chosen doctors as a segment to be tapped

for current accounts.

Why we have chosen doctors? Banking is a long-term relationship between customers and the bankers. As

the doctors don’t have time and being a stable and upgrading profession we

aim them as our potential clients for future. We help them in their

investment decisions.

Then we started on a directory of doctors and hospitals. I have prepared a

presentation on the salient features of the products. Bank has made a special

offer of zero balance to the doctors.

Now I have started telecalling and fixing up appointments with doctors.

Initially one of the executives accompanied on few calls.

Handling customer query

I used to handle customer query both at office as well as field I also spent

some time at reception at office where I had to answer their query regarding

investment and other things as well as while doing my field work I came

across various query which I have already explained above.

Understanding software maintained by KOTAK MAHINDRA BANK

for updating the database

of various schemes.

26

I have also got the knowledge of software and database maintained by

KOTAK MAHINDRA BANK which was helping us in answering customer

query, knowing the current status of different fund schemes and market

condition of different schemes.

RETAIL BANKING

The essential function of a bank is to provide services related to the storing

of value and the extending credit. The evolution of banking dates back to the

earliest writing, and continues in the present where a bank is a financial

institution that provides banking and other financial services

Services typically offered by banks:

Although the type of services offered by a bank depends upon the type of

bank and the country, services provided usually include:

Directly take deposits from the general public and issue checking and savings accounts

Lend out money to companies and individuals (see moneylender)

Cash checks.

Facilitate money transactions such as wire transfers and cashiers checks

Issue credit cards, ATM, and debit cards.

Online banking. Storage of valuables, particularly in a safe deposit box

27

The Product Profile-An Overview

No matter what ones banking needs are, KOTAK Mahindra Bank has an

offer that is just right for him\her. KOTAK current accounts offer the

customers attractive returns with personalized banking services. It has a

variety of products to offer, KOTAK Edge current Account, KOTAK Pro

Savings Account and KOTAK Ace current Account. Each product is feature

packed ranging from Free Home Banking, Free Access to 6000+ ATM, Free

DDs, and Free At -Par Cheque Facility to Free Trading Account & Free

Demat Account. They can choose the one that suits them the most and meet

their requirements

PRODUCTS

There are three product feature of current account in Kotak Mahindra bank

1. KOTAK Edge Current Account2. KOTAK Pro Current Account3. KOTAK Ace Current Account

28

Features of current account

feature ace Pro edgeAccount Average quarterly

balance250k 50k 25k

Investment account Free Free Free

Additional saving account

3 nova SA 1novaSA Nil

Remittances 2-way sweep 500k 100k 50k

DDs/Bc for branch location

Free unlimited

Free unlimited

Free unlimited

Non branch location

300k 50k Charged

Collection Cheque collection for branch location

free free 2.5/1000

Cheque collection for non branch location

1/1000 2.5/1000 2.5/1000

Services Home banking free free charged

At home service Free Free charged

Cards Debit card Free 1st year

Free 1st year

Free 1st Year

Visa domestic Free Free ChargedVisa international Free Charged charged

Cheque book Chequebook

Free Free 2. per leaf

At-par Cheque book

Free Free 4 per leaf

Facilities Demat account opening

Free Free Free

29

KOTAK Pro Current Account : Features KEY BENEFITS

-Attractive Returns -Business Advantages -Pro Privileges -Convenience Banking

You need a well equipped bank account to keep pace with you in the ever

changing business scenario. We offer you the KOTAK Pro Current Account,

armed with KOTAK 2-Way Sweep, as well as an entire gamut of Banking

Privileges and ‘user-friendly’ Convenience Banking facilities. The feature

rich KOTAK Pro Current Account is the ideal way to make your money

work harder.

ATTRACTIVE RETURNS

Your KOTAK Pro Current Account combines liquidity of a Current Account

with the attractive returns of a Term Deposit through the unique KOTAK 2-

Way Sweep benefit.

BUSINESS ADVANTAGES

30

The host of features offered by your KOTAK Pro Current Account makes

your money work to your advantage while offering you a convenient

Banking experience.

Free Demand DraftsAvail Demand Drafts, free of cost, payable at any location in India, up to a

per-specified limit, just by calling our Phone Banking Service.

Free Home BankingFor ‘free’ Cheque pick-up, dial our Phone Banking Service and enjoy a time

saving banking experience from the comfort of your home or office. You

can also use this facility for cash/demand draft delivery and cash pick-up

Free At-par Cheque

KOTAK Mahindra Bank's At-par Cheque are treated as ‘local clearing’

Cheque across select locations in the country. The At-par Cheque facility

comes to you ‘free’ of charge. You can now save DD making charges while

enjoying the convenience of a Cheque!

Electronic Fund TransferCheque

Transfer funds to third party accounts in other banks, without drawing a

Demand Draft or a Cheque, by using our Electronic Fund Transfer facility.

With this facility you can save on Demand Draft making/couriering charges

and also transfer funds faster!

Free Cheque Collection

31

Outstation Cheque, drawn on any of our branch locations, would be

collected ‘free of charge’ for you. Only a nominal charge is levied for non-

branch locations.

PRO PRIVILEGES

Your KOTAK Pro Current Account comes to you with special privileges

that provide an extra fillip to your Banking experience.

Family Savings Account

The KOTAK Pro Current package entitles you to a ‘free’ Family Savings

Account. This account comes to you with a host of benefits like KOTAK 2-

Way Sweep, At-par Cheque facility and other beneficial account features. So

now even your dear ones can enjoy banking the ‘KOTAK way’!

Free Cheque Pick-up:

You can now avail the added benefit of a ‘free’ Cheque pick-up service.

This service enables you to have Cheque and documents picked up from

your doorstep on a daily basis, helping you to devote more time and energy

to your business.

Free At-Home Services

This service enables you to make your Utility Bill payments like electricity,

telephone and mobile phone bills and also get document delivery and pick-

up from the bank. This facility, brought to you by Les Concierge, is

available at select cities, and comes to you absolutely ‘free’!

32

CONVENIENCE BANKING

A host of Convenience Banking facilities allow you to access your account

anytime, anywhere.

Global Debit Card

Access your account ‘free of cost’ at all VISA ATM in India by using your

Global Debit Card. You can also use your Debit Card at all VISA affiliated

merchant establishments and ATM worldwide.

Phone Banking

Dial our 24 hour Toll Free number 1800 116022 (North India) OR 1800

226022 (Rest of India) from anywhere and our customer Care Officer will

help you instantly with your banking requirements.

Net BankingLog on to www.kotak.com to use our Net Banking facility. Take advantage

of the Internet to bank from home, office or anywhere in the world.

Mobile Banking & Alerts

Use this service to access your bank account anywhere, anytime! It is quick

and easy, available to you 24X7 and it’s absolutely free! You don’t have to

pay any charge to avail this service. You can use Mobile Banking to check

account balance, last 3 transaction details, issued Cheque status and request

a Cheque book. You can use Alerts Service to get Alerts by SMS and / or

email whenever a debit or credit greater than Rs. 1 lakh happens to your

account, your balance falls below the Average Quarterly Balance or a

33

Standing Instruction set by you fails or you can even ask for your account

balance to be sent to you on a weekly basis

KOTAK Ace Current Account : Features KEY BENEFITS

-Attractive Returns -Business Advantages -Ace Privileges -Convenience Banking

You need a well equipped bank account to keep pace with you in the ever

changing business scenario. We offer you the KOTAK Ace Current

Account, armed with Business benefits and exclusive Ace Privileges and an

entire gamut of banking conveniences especially designed for you. The

feature rich KOTAK Ace Account is the ideal way to make your money

work harder.

ATTRACTIVE RETURNS

Your KOTAK Ace Current Account combines liquidity of a Current

Account with the attractive returns of a Term Deposit through the unique

KOTAK 2-Way Sweep benefit.

34

BUSINESS ADVANTAGES

Your Ace account comes to you with a host of advantages that are aimed at

meeting your business requirements whilst providing you a superior

Banking experience.

Free Demand DraftsAvail Demand Drafts, free of cost, payable at any location in India, up to a

per-specified limit, just by calling our Phone Banking Service.

Free Cheque Collection

Outstation Cheque, drawn on any of our branch locations, would be

collected ‘free of charge’ for you. Only a nominal charge is levied for non-

branch locations.

Free Home Banking

For ‘free’ cash/demand draft delivery, dial our Phone Banking Service and

enjoy a time saving banking experience from the comfort of your home or

office. You can also use this facility for free cash/Cheque pick-up

Free At-par Cheque


Cheque across select locations in the country. The At-par Cheque facility

comes to you ‘free’ of charge. You can now save DD making charges while

enjoying the convenience of a Cheque!

Free Electronic Fund Transfer



35



Overdraft against Term Deposit

As a KOTAK Ace Current Account holder, you can avail an overdraft

against your Term Deposit(s) held with KOTAK Mahindra Bank. This

facility helps you to effectively manage short-term cash flow problems and

since your Term Deposit(s) remains intact, you continue to earn interest on

your investment.

ACE PRIVILEGES

Your Ace account has been designed with exclusive benefits that give an

extra fillip to your banking experience.

Free Demat Account

As an Ace Current customer, you can also open a Demat Account with us

‘free’ of charge. What’s more, even your annual charges towards the Demat

Account are waived off!

Family Savings Accounts

Your Ace account allows you to now extend the KOTAK banking

experience to three of your family members. The Family Savings Accounts

come to you with a host of benefits like KOTAK 2-Way Sweep, At-par

Cheque facility and other attractive features. So now even your dear ones

can enjoy banking the 'KOTAK way'!

Free Cheque Pick-up

You can now avail the added benefit of a ‘free’ Cheque pick-up service.

This service enables you to have Cheque and documents picked up from

36

your door step on a daily basis, helping you to devote more time and energy

to your business.

Free Investment Account

Avail a ‘free’ Investment Account that provides you a consolidated view of

all your investments. The Investment Account statement gives a 'single

window view' of your Mutual Fund portfolio, listing the NAV of each

scheme invested into, current consolidated value of your portfolio, and

realized/unrealized returns against each investment made.

Personal Investment Advisor

To identify and analyze your specific investment requirements we provide

you a dedicated Personal Investment Advisor. This person alerts you to

investment opportunities, sends you regular updates and feedback on the

performance of your investments, helping you monitor, manage and grow

your wealth in the ever fluid investment climate.

CONVENIENCE BANKING


anytime, anywhere.

Global Debit Card

Access your account free of cost at any VISA ATM in India or abroad using

your Global Debit Card. You can use your Debit Card at all VISA affiliated

merchant establishments worldwide. And furthermore you can gift free add-

on cards to your family members too!

Phone Banking

37




Net Banking

Just log on to www.kotak.com to access our Net Banking facility. Take

advantage of the Internet to bank from home, office or anywhere in the

world at a time of your convenience. Furthermore, usage of our Net Banking

facility entitles you to free Insurance Cover as per conditions specified.

At-Home Services

This service enables you to make you Utility Bill payments like electricity,

telephone and mobile phone bills and also documents pick-up/delivery to the

bank, ‘free of cost’. This facility brought to you by Les Concierges, is

available at select cities.

Mobile Banking & Alerts Use this service to access your bank account anywhere, anytime! It is quick





email whenever a debit or credit above any amount specified by you

happens to your account, your balance falls below the Average Quarterly

Balance or a Standing Instruction set by you fails or you can even ask for

your account balance to be sent to you on a daily or a weekly basis.

38

KOTAK Edge Current Account : Features KEY BENEFITS

-Attractive Returns -Business Advantages -Convenience Banking

You need a well equipped bank account to keep pace with you in all your

business endeavors. We offer you the KOTAK Edge Current Account,

armed with KOTAK 2-Way Sweep and our entire gamut of Banking

Privileges, providing you that extra edge to get ahead. The feature rich

KOTAK Edge Current Account is the ideal way to make your money work

harder.

ATTRACTIVE RETURNS

39

Your KOTAK Edge Current Account combines liquidity of a Current

Account with the attractive returns of a Term Deposit through the unique

KOTAK 2-Way Sweep benefit.

BUSINESS ADVANTAGES

Experience the ‘edge’ your business gains while banking through a host of

advantages offered by your KOTAK Edge Current account.

Free Demand DraftsAvail Demand Drafts, free of cost, payable at any of our branch locations

just by calling our Phone Banking Service. What's more, there is no limit to

the number/value of Demand Drafts drawn by you at these locations.

Home Banking

For cash/Cheque pick-up or cash/demand draft delivery dial our Phone

Banking Service and enjoy a time saving banking experience from the

comfort of your home or office.

At-par Cheque


Cheque across select locations in the country. You can now save DD making

charges while enjoying the convenience of a Cheque!

Electronic Fund Transfer



40



Overdraft against Term Deposit

As a KOTAK Edge Current Account holder, you can avail an overdraft

against your Term Deposit(s) held with KOTAK Mahindra Bank. This

facility helps you effectively tackle short-term cash flow problems and since

your Term Deposit(s) remains intact, you continue to earn interest on your

investment.

CONVENIENCE BANKING


anytime, anywhere.

Global Debit Card

Access your account ‘free of cost’ at 1320+ KOTAK Mahindra Bank and

HDFC Bank ATM by using your VISA Global Debit Card. You can also use

your Debit Card at all VISA affiliated merchant establishments and ATM

worldwide.

Phone Banking




Net Banking

41

Log on to www.kotak.com to access to use our Net Banking facility. Take

advantage of the Internet to bank from home, office or anywhere in the

world.

At-Home Services

This service enables you to make your Utility Bill payments like electricity,

telephone and mobile phone bills and also get document delivery and pick-

up from the bank. This facility, brought to you by Les Concierge, is

available at select cities.

Mobile Banking & Alerts Use this service to access your bank account anywhere, anytime! It is quick





email whenever your balance falls below the Average Quarterly Balance or a

Standing Instruction set by you fails

42

INTRODUCTION TO KOTAK MAHINDRA

BANK

CREATING BANKING HISTORY

Established in 1984, The KOTAK Mahindra group has long been one of

India's most reputed financial organizations. In February 2003, KOTAK

Mahindra Finance ltd. the group's Flagship Company was given the license

to carry on banking business by the Reserve Bank of India (RBI). The

approval creates banking history since KOTAK Mahindra Finance Ltd. is

the first company in India to convert to a bank.

THE COMPLETE BANK

44

A license authorizing the bank to carry on banking business has been

obtained from the Reserve Bank of India in terms of Section 22 if the

Banking Regulation Act, 1949. It must be distinctly understood, however,

that in issuing the license, the RBI does not undertake any responsibility for

the financial soundness of the bank or the correctness of any of the

statements made or opinion expressed in this connection.

Retail Liabilities and Branch Banking: KOTAK Mahindra Bank

addresses the entire spectrum of financial needs for Individuals and

Corporate. From savings account and current account, to Demat.

Services, Investment advisory Services, Trade Finance Services, and

Forex and Remittances, the bank offers it all What differentiates and

the Bank's regular Banking Products are our value-added benefits like

free access at any VISA ATM, Free cash delivery at home, 2-way

sweep into Mutual Fund & Term Deposit, Utility Bill payment

Facility etc. The bank introduced online shopping during the current

year. As on September 30, 2005, KOTAK Mahindra Bank had 44 full

fledged bank branches across 25 locations in India.

Wealth Management: As a Bank, our objective is to help individual

manage and better their Net Worth. Hence, within KOTAK Mahindra

Bank; there is a team of dedicated professionals catering to the

financial requirements of High Net-Worth Individuals.

NRI Services: KOTAK Mahindra Bank offers a diverse set of NRI-

centric financial solutions including, investments, remittances, and

deposits. KOTAK stands with a difference like at-par Cheque, at

home services (utility bill payment and document delivery in India),

free Inward funds, and mandate facility etc. including

NRE/NRO/FCNR accounts.

45

Commercial Vehicles: This constitutes the largest part of the Bank's

retail advances portfolio servicing a customer base of more than

50,000 customers. The division is moving towards becoming one stop

shop for all financing needs of transporters.

Personal loans: KOTAK quick easy loans are called "Jaldi loans"

which range from Rs. 50000 to Rs. 1000000 for salaried individuals,

self-employed professional and businessmen. Jaldi Loans offers

minimal paperwork and quick processing within 24 working hours for

salaried and 72 working hours for self employed professionals and

business) with repayment tenures ranging from 12 to 48 months.

Home Loans: The Bank now has a complete suite of home finance

products which includes home loans, loan against property, balance

transfer loans and loans for commercial property

Agriculture Finance Division: The agriculture finance division was

launched in August 2003, to meet the priority sector advance target of

the Bank. The products launched for cropping activities & to high tech

and scientific agricultural projects, working capital loans to dealers

and distributors of agricultural inputs and loans to farmers engaged in

providing inputs under contract farming arrangements to large corporate

& direct loans to Corporate engaged in agriculture activities.

Corporate Banking: KOTAK Mahindra Bank offers Corporate and

institutions a complete range of client-centric banking solutions and

services. These include working capital, trade services, transaction

banking, money market and foreign exchange services and cash

management

Treasury: The current liberal policy in conducting the Forex business

opened up a gateway to new opportunities to both individuals and

corporate clients

46

RESEARCH METHODOLOGY

FACTS AND FINDING

- CUSTOMER HAVING CURRENT ACCOUNT.

48

Banks HDFC ICICI CITI IDBI

KOTAK GOVT.BANK

% 23 16 5 13 1 2 31

INTERPRETATION:- in the survey of 300 people I found that 23 % of them having current acc. In hdfc. , 16 % ,5% ,13%,12% or 31% have their accounts in icici, citi, idbi, Kotak, and govt .bank respectively

- CUSTOMER RESPONSE IN FREE DEMAND DRAFT FACILITY.

(A) YES (B) NO

49

Bank

0

5

10

15

20

25

30

35

hdfc icici citi idbi kotak govtbank

current acc.bank

No

of

pe

op

le o

ut

of

hu

nd

re

d

yes75%

no25%

INTERPRETATION:- in the survey of 300 people I found that 75 % got free D.D. facility and 25 % of them do not avail this facility.

-CUSTOMER INTREST IN CURRENT ACCOUNT.

(A) YES 15 (B) NO 85

50

0

10

20

30

40

50

60

70

80

yes no

Series1

Interest on current account

INTERPRETATION:- in the survey of 300 people I found that 15 % of people were interested in c. acc. And rests 85 % were not interested in opening current acc.

- BANK PROVIDES YOU FREE AT-PAR-CHEQUE BOOK.

Category’s No of people Yes 30( kotak, HSBCs stan.c)No 70 (icici, hdfc, govt bank)

51

0

10

20

30

40

50

60

70

80

90

1 2

yes kotak,hsbc,stanc

no icici,hdfc,govtbanks

Free at-par cheque book

INTERPRETATION:- in the survey of 300 people I found that 85% people get free at-par cheque book and these were customer of Kotak, hsbc, stanc.And rest 15 % don’t get free at-par cheque book and these were customer of icici, hdfc, govt bank.

- BANK PROVIDE FREE HOME BANKING.

Banks

Kotak hdfc Govt banks

stan.c HSBC

ICICI

%

29 14 4 22 25 6

52

INTERPRETATION:- in the survey of 300 people I found that 29%, 25% 22%, 14%, 6% 4% respectively were using free home banking of bank Kotak, hsbc, stan.c., hsfc. Icici. Govt banks. Respectively.

- COMSUMER RESPONSE IN FRE DEMAT ACCOUNT.

CATEGORIES NO OF RESPONDYES 85NO 20May be 15

53

home banking

icici6%

hdfc14%

govt banks4%

kotak29%

hsbc25%

stan.c22%

icici0%hdfc0%

govt banks0%

kotak0%

hsbc0%

stan.c0%

demat account response

55

2025

0

10

20

30

40

50

60

yes no partially

peo

ple

Series1

INTERPRETATION:- in the survey of 300 people I found that 55% people were having demat account. And 20 % of people don’t have demat account, and 25 % people don’t know or if know not willing to invest,

- BANK PROVIDING YOU A FREE ELECTRONIC FUND TRANSFER.

CATEGORIES NO OF RESPONDYES 60NO 40

54

INTERPRETATION:- in the survey of 300 people I found that 60 % of them were availing free electronic fund transfer services, 40 % were un aware of this service.

- CONSUMER RESPONSE IN GLOBAL VISA DEBIT CARD.-

CATEGORIES NO OF RESPONDYES 61NO 22

55

0

10

20

30

40

50

60

70

YES NO

Series1

May be 17

INTERPRETATION:- in the survey of 300 people I found that

61 % have got free global visa debit card from their respective banks, 22 % were unaware of this service, and 17% were partially used this service.

56

number of people

YES61%

NO22%

May be17%

YES

NO

May be

DATA ANNALYSIS & INTERPRETATION

METHODS OF DATA COLLECTION

The target was very simple we have to first target NON GOVERNMENT

ORGANIZATIONS, for the product of our bank. the retail marketing of

current account in Jaipur city

1. For this we had no data initially so we straight away took help of

Yellow Pages of the Jaipur City.

2. Secondly we collected FCRA list from the Internet for Rajasthan.

57

3. We also collected list of educational institute of Jaipur City.

Getting the list of people who use current account from yellow pages and

Internet was not enough for us. So we go for the survey of 300 peoples by

direct marketing. To know about their attitude towards your banking.

OPERATION ON THE LIST COLLECTED:

The list collected was not small. We divided the whole list area wise first

and then started work on it. We stepped forward as follows:

1]> Phone Calling: This was the first step which we followed the reason

is very simple the KOTAK Mahindra Bank has built a working culture for

which it is famous and that is way of doing business.

We proposed our product on phone with also knowing their present banking

relationships. This not only gave the customers the initial knowledge of our

bank and product but also we got to know what presently he is doing, what

is there banking size (yearly turnover), are they satisfied with the present

banking relationship with other banks

Phone calls proved to very important for us because taking appointment is

like first impression of the bank in front of the customers. Since we know

that is this the best media to know whether the person is willing to be a part

of our banking.

The important thing we kept in mind were two things firstly try to find what

a customer is most focused on like only on Demand Draft from the bank or

Cash Transaction, Interest etc. and secondly time spent on each call.

We more tried on taking appointment by explaining our planning very

precisely and correctly. Because talking face to face means you can

convince him more easily rather than on phone

58

One more we had to keep in mind was over tone and language. As there

were people who were more comfortable talking with us in regional

language and some were more comfortable in English. So we had to be

prepared in Hindi, English and Rajasthani.

Phone calls also made us to cross check the exact address of the customers.

We made a flexible arrangement to work area wise so to save cost of

conveyance.

2] Post Appointment Preparations: After taking the

appointment we did our home work that is we prepared a written proposal

for the customer on the letter-head of the KOTAK Mahindra Bank so that if

we enter the office of customer we are fully prepared to take any

responsibility of the bank. The written proposal made the difference between

KOTAK Mahindra Bank Ltd. and other banks. The written proposal was a

letter containing an introduction to KOTAK Mahindra Bank an attached

with all the facilities offered by the bank to the associations.

3] Group appointment and Personal appointment: The customers no

doubt work on the principle of no profit no loss. But for the bank they are

high league customer as the fund once deposited in the bank are withdrawn

back in small amount so a large contribution in the calculation of the net

worth of the bank. So it is best to talk each of them separately and convince

them individually.

Also the need of each customer is different and needs to be treated

separately. So the whole process of the selling our product could be

explained by the following steps.

59

{A} Prospecting and Qualifying: That we had discussed that by

collecting the data of prospective customers. The prospective customer can

also be known by the current appointments.

{B} Reproach: The step taken by us to know more and more about

the CUSTOMER and its working. Its current bank account and its goodwill

by the general inquiry or general information. If not collected then also it

doesn't make much difference.

{C} Approach: The step in the selling process in which the salesperson

meets and greets the buyer to get the relationship off of a good start. The

starting lines of our meeting were like "we believe what ever we will discuss

in the next few minutes will definitely beneficial for your organization".

This kind of practical application is only possible by very good marketing

person. It's like positive sign in the starting of the meetings.

{D} Presentation and Demonstration: The step in the selling process in

which the salesperson tells the product "story" to the buyer, showing how

the product will make or save the money for the buyer. Since our product

was more like that only that is how the associations can save money using

our banking relationship.

{E} Handling Objections: The step in the selling process in which the

salesperson seeks out, clarifies and overcomes customer objections to

buying. The directors and secretaries of the associations asked lot of queries

about the profitability of our product and we had to answer and we had to

answer them and convince them at each and every step of the meeting and

satisfy them.

60

{F} Closing: The last but one, step was asking the order from the customer.

Here the decision taker is not a single person but the whole boards of

directors of the society so it is not true to say that we got an account of the

association at the first meeting.

{G} Follow-up: The last step was usually taking time for the follow-up for

the next meeting and it was not less than a week for any CUSTOMER and

that was due to their next meeting. We use to collect the order in the next

meeting or so on.

Source: As taken help from Principles of Marketing, by Philip Kotler and

Gary Armstrong, Pg. 496-497, personal selling and sales management.

PRINCIPLES OF CUSTOMER SERVICE IN BANKING

1. By satisfying our clients' business objectives we satisfy our own

professional and personal objectives.

2. We want our client to regard KOTAK Mahindra as their partner of

choice time after time.

3. Satisfied clients become engaged clients when they trust us, bond us

and feel a sense of pride through an association with us

61

4. Engaged client forms a significant source of continued and

imp0roved growth.

5. An engaged client will actively sell our bank products and services to

other.

6. Engaged client forms a sound commercial foundation for KOTAK

Mahindra Bank's future.

7. Don't keep good news to yourself – inform the client of every

success.

8. Give every client a reason to trust KOTAK Mahindra Bank.

9. Do what you said; you could do it, when you said you would do it.

10. Ensure all communications are reviewed before being set to a client.

11. Promote the advantage of KOTAK Mahindra Bank and our products

and not just the features.

12. Understand how the world looks from the clients' point of view.

62

CONCLUSION :

During the survey I found the reason of one important question that why

customers are changing their opening current account behavior towards.

KOTAK MAHINDRA BANK LTD. Some important interpretations are

here.

63

1. The first preference is opening a current / saving account in govt bank

because mostly consumers don’t want to believe and waste their time

in private bank.

2. The factor which is paying the leading role, facilities and

services .mostly consumers are govt. employees so they are more

conscious towards facilities and services.

3. When people go to opening a current account, the brand name of

kotak is not on their minds.

4. People remember the advertisements of ICICI and

5. HDFC more than the ‘KOTAK’ because of advertisement of ICICI

and HDFC. In market ICICI and HDFC have big hoarding and

showrooms, which attract the consumer and leave image on

consumer’s mind.

6. KOTAK advertisements are not coming frequently on both media

electronic and print media in comparison to other brands. So people

easily forget this brand because consumer’s memories are very short.

64

RECOMMENDATIONS:

Here come the gems in hand. Whatever we do; we must do to learn and

implement. The following important things should be kept in mind for the

future.

1. Bank should more concentrate on its advertisement, since for making

a big brand name and sell your product people must remember the

name of KOTAK as a Bank.

65

2. Bank should provide some short term loan facilities to Customers if

they want to attain more customers as giving them helping hand will

help us.

3. In future who so ever is added in the team for the banking relation

with the TASC, the bank must train him/her fully with the law

controlling non government organizations.

4. KOTAK must increase its number of branches in the state.

5. KOTAK must form a committee who should be responsible to cross

check the working of its customers.

66

BIBLIOGRAPHY

BOOKS:

1. PRINCIPLES OF MARKETING, BY PHILIP KOTLER

2. GARY ARMSTRONG, PRENTICE-HALL OF INDIA, 2000.

3. PERSONAL FINANCIAL PLANNING (ICFAI)

4. PORTFOLIO MANAGEMENT (ICFAI)

5. SAXENA, RAJAN, MARKETING MANAGEMENT

67

6. KOTLER, PHILIP,ARMSTRONG MANAGEMENT PRINCIPLES

OF MARKETING

MAGAZINES:

1. BUSINESS AND ECONOMY,

2. OUTLOOK: BUSINESS PROMOTER,

3. BUSINESS WORLD,

WEBSITES:

1. WWW.KOTAK.COM

2. WWW.RBI.COM

3. WWW.GOOGLE.COM

4. WWW.FINMIN.NIC.IN

5. WWW.HINDUUONNET.COM

6. WWW.WESTGODAVARI.ORG

SURVERY FOR THE CUSTOMER SATISFACTION RELATED TO BANKING RELATIONSHIP0 IN JAIPUR

1. IN WHICH BANK DO YOU HAVE YOUR CURRENT ACCOUNT?(A) HDFC (B) CITI (C) ICICI

(D) IDBI (E) GOVT. BANK

68

http://WWW.WESTGODAVARI.ORG/

http://WWW.HINDUUONNET.COM/

http://WWW.FINMIN.NIC.IN/

http://WWW.GOOGLE.COM/

2. DOES YOUR BANK PROVIDE YOU A FREE DEMAND DRAFT FACILITY? IF YES UPTO(A) 0-5 (B) 5-10 (C) 10-20 (D) 20-30

3. DO YOU GET INTREST IN YOUR CURRENT ACCOUNT?

(A) YES (B) NO

4. IS YOUR BANK PROVIDING YOU FREE AT-PAR CHEQUES BOOK?(A) YES (B) NOIF NO WHAT CHARGES YOU PAY FOR LEAF?

5. DOES YOUR BANK PROVIDE YOU FREE HOME BANKING?(A) YES (B) NO

6. ARE YOU SATISFIED WITH THE HOME BANKING FACILITY?(A) YES (B) NO

7. WHAT CHARGES DO YOU PAY YEARLY OR MONTHLY?

8. IS YOUR BANK PROVIDING YOU FREE DEMAT ACCOUNT?(A) YES (B) NO

9. IS YOUR BANK PROVIDING YOU FREE ELECTRONIC FUND TRANSFER?(A) YES (B) NO

10. DOES YOUR BANK PROVIDE YOU GLOBEL VISA DEBIT CARD?(A) YES (B) NO

PERSON NAME DATECONTACT DETAIL SUBMITTED BY: AMAR SINGH

69

THANK YOU

70

kotak report 1

Documents