INTRODUCTION

Indian Banking sector is one of the formidable and widely spread industries in Indian economy.
Over the years due to stable and improved performance Indian banking system has retained high
customer satisfaction and confidence. The customer satisfaction for the banking sector has got
many dimensions and varies from person to person. There are many index measuring customer
satisfaction and Indian Customer Satisfaction Index is one of the main measure used for cross
industry benchmarking of organizations across banking sector.

The survey will be done on the basis of data collected from individual customers and the
collected data will be thus used to view the services provided to customers. Thus the new
customers of Kotak Mahindra Bank will be able to know superior service and consumer
experiences relative to other bank as the end customer perception and feedback is important as to
rise more customer base and look for the faults and improve the services provided.

PURPOSE

Clients are the backbone of every business and, therefore, the opinion they have of a company
and the services it provides is very important .A disgruntled customer can ruin a company’s
reputation, even though they have a thousand customers who are completely satisfied with our
service. The influence of a dissatisfied customer is always far greater than the recommendation
of a satisfied customer. We all know that despite the efforts we can make, there are always things
that can go wrong, unforeseen events, misinterpretations of the agreements made, human errors
and a thousand other reasons that can affect the perception that a customer receives about the
quality of service or the attention received.

Customer Satisfaction Surveys come in all shapes and sizes. They normally range from 10 to 15
questions (shorter won’t give you enough insight, longer will take too much of the customer’s
time) about your product/service, the customer’s personal experience and his/her overall
satisfaction with what you provide them.

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The general purpose of customer satisfaction surveys is to assess how satisfied your customers
are with different aspects of your product/service. Identifying unhappy customers is as important
as identifying extremely happy ones (potential advocates).

SCOPE

A study on Customer‘s Satisfaction of banking Services of Kotak Mahindra Bank . The study
covers the following aspects.

 The circumstances leading to opening of an account in the bank.

 The factors influencing the customers while selecting the bank.
 The circumstances, which make the customers, complain.
 The problems mainly faced by the customers.

It is felt that the quality of customer service rendered by the bank and customer satisfaction is
correlated. The scope of the study is also extended to measure the impact of the quality of service
on satisfaction level of customers. The factors influencing the customers while selecting the bank
are felt that the quality of customer service rendered by the bank and customer satisfaction is
correlated. The scope of the study is also extended to measure the impact of the quality of service
on satisfaction level of customers.

INDUSTRY AND COMPANY OVERVIEW

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BANKING INDUSTRY

As per the Reserve Bank of India (RBI), India’s banking sector is sufficiently capitalized and
well-regulated. The financial and economic conditions in the country are far superior to any
other country in the world. Credit, market and liquidity risk studies suggest that Indian banks are
generally resilient and have withstood the global downturn well.
Indian banking industry has recently witnessed the roll out of innovative banking models like
payments and small finance banks. RBI’s new measures may go a long way in helping the
restructuring of the domestic banking industry.
The digital payments system in India has evolved the most among 25 countries with India’s
Immediate Payment Service (IMPS) being the only system at level five in the Faster Payments
Innovation Index (FPII).
Market Size
The Indian banking system consists of 18 public sector banks, 22 private sector banks, 46 foreign
banks, 53 regional rural banks, 1,542 urban cooperative banks and 94,384 rural cooperative
banks as of September 2019. During FY07–19, deposits grew at a CAGR of 11.11 per cent and
reached US$ 1.86 trillion by FY19. Deposits as of Feb 2020, stood at Rs 132.35 lakh crore (US$
1,893.77 billion).
The total equity funding of microfinance sector grew at the rate of 42 year-on-year to Rs 14,206
crore (US$ 2.03 billion) in 2018-19.

GOVERNMENT INITIATIVES

 As per Union Budget 2019-20, the government has proposed fully automated GST refund
module and an electronic invoice system that will eliminate the need for a separate e-way
bill.
 Under the Budget 2019-20, government has proposed Rs 70,000 crore (US$ 10.2 billion)
to the public sector bank.
 Government has smoothly carried out consolidation, reducing the number of Public
Sector Banks by eight.

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  As of September 2018, the Government of India has made the Pradhan Mantri Jan Dhan
Yojana (PMJDY) scheme an open-ended scheme and has also added more incentives.
 The Government of India is planning to inject Rs 42,000 crore (US$ 5.99 billion) in the
public sector banks by March 2019 and will infuse the next tranche of recapitalisation by
mid-December 2018.

KOTAK MAHINDRA BANK

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Kotak Mahindra Bank is an Indian private sector bank headquartered
in Mumbai, Maharashtra, India. In February 2003, the Reserve Bank Of India (RBI) issued a
banking licence to Kotak Mahindra Finance Ltd. Kotak Mahindra Bank (the Bank) is the
flagship company of the Kotak Group. It is one amongst the fastest growing banks and the most
admired financial institutions in India. The Bank offers transaction banking, operates lending
verticals, manages IPOs and provides working capital loans. The principal business activities of
the Bank are organised into consumer banking, commercial banking, corporate banking,
treasury, and other financial services. As of 31st March 2019, the Bank had 1500 branches and
2352 ATMs, covering 744 locations. As at 31st March 2019, the Bank has 19 subsidiaries.

The Bank along with its subsidiaries offers a comprehensive range of financial products and
services to its customers. The key businesses are commercial banking, investment banking, stock
broking, vehicle finance, advisory services, asset management, life insurance and general
insurance. The Bank offers complete financial solutions for infinite needs of all individual
& non-individual customers depending on the customer's need - delivered through a
state of the art technology platform. They also offer investment products like Mutual Funds, Life
Insurance, retailing of gold coins and bars etc. Apart from Phone banking and Internet banking,
they offer convenient banking facility through Mobile banking, SMS services, Netcard, Home
banking and Bill Pay facility among others.

The Depository services offered by the Bank allows the customers to hold equity shares,
government securities, bonds and other securities in electronic or Demat forms. Their Salary 2
Wealth offering provides comprehensive administrative solutions for Corporates with features
such as easy and automated web based salary upload process thereby eliminating the paper work
involved in the process, a dedicated relationship manager to service the corporate account,
customized promotions and tie ups and many such unique features.

The Bank offers comprehensive business solutions for the business community that includes the
Current Account, Trade Services, Cash Management Service and Credit Facilities. Their
Wholesale banking products offer business banking solutions for long-term investments and
working capital needs, advice on mergers and acquisitions and equipment financing. The Bank
addresses the entire spectrum of financial needs of Non-Resident Indians (NRIs). Their tie-up

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with the Overseas Indian Facilitation Centre (OIFC) as a strategic partner gives them a platform
to share their comprehensive range of banking & investment products and services for Non
Resident Indians (NRIs) and Persons of Indian Origin (PIOs).

During the year, the Banks Treasury started Correspondent Banking Division to build and
leverage on relationships with offshore banks for improving quality and international reach for
their customers. Also, the Bank entered into a strategic arrangement with PVR Cinemas, one of
the elite name in entertainment industry, to distribute credit card products aimed at upmarket
customers.

In August 2011, the Bank entered into business cooperation arrangement with CIMB Group Sdn.
Bhd., Malaysia (CIMB). In October 2011, Kotak Mahindra

On 28 April 2017, Kotak Mahindra Bank announced that it has entered into an agreement to
purchase the entire 26% equity stake held by Old Mutual plc, UK (OM) in Kotak Mahindra Old
Mutual Life Insurance Limited (Kotak Life) for a consideration of Rs 1292.7 crore. After the
completion of the transaction, Kotak Mahindra Group will hold 100% of the equity shareholding
of Kotak Life. On 13 October 2017, the bank announced that it completed the transaction for
acquisition of 26% equity stake held by Old Mutual plc, UK in Kotak Life.

On 18 May 2017, the Securities Issuance Committee of Kotak Mahindra Bank approved
allotment of 6.2 crores equity shares to eligible qualified institutional buyers at issue price of Rs
936 per share aggregating to Rs 5803.20 crore. The QIP issued opened for subscription on 11
May 2017 and closed on 16 May 2017.

The Board of Directors of Kotak Mahindra Bank at its meeting held on 18 May 2017 approved
increase in ceiling limit on the total shareholding of Foreign

Institutional Investors (FIIs)/Foreign Portfolio Investors (FPIs) in the bank to 43% from 42%.

On 3 August 2017, Kotak Mahindra Bank announced that it kept interest rates on savings
accounts unchanged for most of the slabs except on savings accounts balance above Rs 1 crore

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and up to Rs 5 crore. The interest rate on saving accounts balance above Rs 1 crore and up to Rs
5 crore was cut by 50 basis points to 5.5% from 6% with effect from 4 August 2017.

In August 2018, the Bank has issued and allotted 100 crore 8.10% Perpetual Non-Cumulative
Preference Shares (PNCPS) of Rs 5 each amounting to Rs 500 crores.

In March 2019, the Bank has issued and allotted 1500 Senior Unsecured Rated Listed
Redeemable Long Term Bonds in the nature of Non-Convertible Debentures bearing a face value
of Rs 10 lakh each aggregating to Rs 150 crore.

During the year 2019, Kotak Securities (KS) launched FIT (Free Intraday Trading), a
subscription based product, targeted at online customers. It also launched biometric based
account opening process during the year. These resulted in a higher customer acquisition for the
year. Besides, KS launched commodity brokerage services and direct mutual fund platform
during FY 2019.

During the year 2019, Kotak Investments Advisors Ltd., (KIAL) has received new capital
commitments of around Rs 50 billion. The aggregate domestic alternate assets managed by
KIAL as on 31st March 2019 were Rs10547 crore. It managed 15 domestic funds during the
year. It also advised 5 offshore funds during the year. During the year, KIAL successfully exited
all investments in its Managed Account Fund.

KOTAK MAHINDRA AT WEALTH MANAGEMENT

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Wealth management combines both financial planning and specialized financial services,
including personal retail banking services, estate planning, legal and tax advice, and
investment management services. The goal of wealth management is to sustain and grow long-
term wealth.

Wealth Management products and services of KMBL -

Investment Management -

1. Risk Analysis

2. Assets Allocation

3. Investment products

4. Investment process

5. Research and execution

Wealth structuring –

1. Trust and Estate Planning

2. Family office

Banking Solutions -

1. Personal Banking

2. Business Banking

3. Digital solution

KOTAK MAHINDRA BANK AT COPREATE MANAGEMENT

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The Bank along with its subsidiaries offers a comprehensive range of financial products and
services to its customers. The key businesses are commercial banking, investment banking, stock
broking, vehicle finance, advisory services, asset management, life insurance and general
insurance. The Bank offers complete financial solutions for infinite needs of all individual
& non-individual customers depending on the customers need - delivered through a state of
the art technology platform. They also offer investment products like Mutual Funds, Life
Insurance, retailing of gold coins and bars etc. Apart from Phone banking and Internet banking,
they offer convenient banking facility through Mobile banking, SMS services, Net card, home
banking and Bill Pay facility among others.

The Depository services offered by the Bank allows the customers to hold equity shares,
government securities, bonds and other securities in electronic or D-mat forms. Their Salary 2
Wealth offering provides comprehensive administrative solutions for Corporate with features
such as easy and automated web based salary upload process thereby eliminating the paper work
involved in the process, a dedicated relationship manager to service the corporate account ,
customized promotions and tie ups and many such unique features.

If you are looking for an expert for a solution .The corporate and institution business experts can
help you choose the right products and services for your business corporate contact number
18002092011

Features of Kotak Mahindra Corporation

1. Zero balance salary account subject to monthly salary credit.

2. Earn up to 4% interest per annum on your account balance.

3. SMS banking known as KOTAK BHARAT BANKING APP

4. Transfer funds online by using NEFT OR RTGS for free.

5. Dedicated service helpdesk.

6. Best compliment card, a pre paid card for gifting.

Benefits of Kotak Mahindra

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Single Point of Contact for below mentioned services and product multiple options for Salary
Credit

 New Pension System

 Car Lease Program (offered by Kotak Mahindra Prime Ltd.)
 Corporate Credit Cards
 Corporate Funding
 NR Accounts
 Knowledge Series Workshops - on National Pension System
 Reimbursement Account opening along with Salary Accounts using Insta Kits
 Corporate Internet Banking
 Web based module - NET IT
 Branch Network

KOTAK MAHINDRA BANK AT BUSINESS MANAGEMENT

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“Grab every opportunity. When you start a business, the pressures of it can be immense .But you
don’t have to bear it all on your own when we’re here to help” to promote business this the tag
line used by the bank. The business involves:-

Construction & Infrastructure: - They have designed customised financial solutions, ranging
from loans for purchase of construction equipment to working capital and Term Loans
(Strategic Business Loans), for enterprises engaged in infrastructure related activities.

Transport: - They have tied up with leading Commercial Vehicle Manufacturers and their
dealer networks to offer a wide array of product offerings, like New Vehicle Finance, Finance on
Used vehicles, top-up on existing loans, Working Capital Finance, Cash Advance to Transporters
and Loan against Property. We also cater to Educational Institutions and other Captive
customers for their Commercial Vehicle loan requirements.

Agriculture & Farming: - With a wide range and deep understanding of rural markets they
offer a complete range of financial services to individual agriculturists.

Service: - Each business has its own unique set of requirements so they have a dedicated team
of experts who work with to understand the specific nature of the business and structure
solutions most suitable for customer.

Manufacturing: - Every business needs appropriate finance options for growth and
sustenance. We, understanding this core need, provide end-to-end solutions.

KOTAK MAHIDRA BANK FOR INVESTORS

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 CONSOLIDATED HIGHLIGHTS Q4FY20
HIGHLIGHTS VALUES
PAT Rs. 1,905 cr
LOANS Rs. 249,879 cr
TOTAL ASSETS  Rs. 443,173 cr
GROUP AUM  Rs. 225,819 cr
NET NPA  0.70%
NIM 4.73%
BOOK VALUE  348.3

(Table 2.1)

STANDALONE HIGHLIGHTS Q4FY20

HIGHLIGHTS VALUES
CAPITAL & RESERVES Rs. 67,134 cr
PAT Rs.1,267 cr
LOANS Rs. 219,748 cr
TOTAL ASSETS  Rs. 360,252 cr
DEPOSITS Rs. 262,821 cr
NET NPA  0.71%
NIM 4.72%
BRANCHES 1600
CASA 56.2%

(Table 2.2)

KOTAK MAHINDRA AT PERSONAL MANAGEMENT

It includes the different accounts

1) Savings Account-

ACCOUNT NAME FEATURES

Platina Savings Earn up to 6% interest Free RTGS / NEFT / Avail a discount of

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Account p.a. on your savings IMPS 25% on Locker Rent
account balance
Basic Savings Bank FREE annual account FREE online NEFT Quarterly Average
Deposit statement Balance (QAB) ZERO
Orange Savings 24x7 access to your Banking benefits MasterCard Titanium
Account money Debit Card
Zwipe Savings Freedom to access My World Master card Wide array of
Account your money anytime Debit Card convenient banking
features
Orange Senior Low AMB (Rs. 2500) Zero AMB with Fixed Free MasterCard Debit
Savings Account Deposit Card
Zwipe Senior AMB of Rs. 20,000 Zero AMB with Fixed Seniors Photo ID card
Savings Account Deposit
Zing Savings Saving for your Personalised Debit Fun ways to learn
Account Childs future Card banking
Platina Senior Rs. 1,00,000 AMB or Free World Exclusive 0.5% extra interest
Savings Account Rs. 10 Lakh TRV MasterCard Debit rate on your FDs

(Table 2.3)

2) Current Account

ACCOUNT NAME FEATURES

Institutional Zero Balance Free unlimited cash Free and unlimited self
Current Account Account deposit at All Home cash withdrawal at all
City Branches branches
General Current ATM withdrawal Free cash deposit up Free and unlimited self
Account limit of Rs. to Rs. 1 Lakh/month cash withdrawal at home
50,000/day at home city branches city
Advantage Current Free cash deposit up Free collection of Personalized cheque
Account to Rs. 7.5 funds through NEFT book for enhanced
Lakhs/month at All and RTGS security

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 Home City Branches
Flexi Current Free cheque pickup Free Cash Deposit up ATM withdrawal limit
Account once a day to 12 times of MAB Rs. 100000/day
maintained
Comfort Current Free cash deposit up Free 100 cheque Free
Account to Rs. 2.5 leaves/month RTGS/NEFT/DD/PO up
Lakhs/Month to Rs. 25 Lakhs/month
through branch
Orange Current Free cheque pickup Free 300 cheque Free cheque collection
Account once a day leaves/month & payment in all
ING branch locations

(Table 2.4)

3) Debit Cards

ACCOUNT NAME FEATURES

Titanium Card Choose an Image for your Higher ATM International
card Withdrawals Transaction Limit
My World Card Complimentary access to Higher ATM International
lounges at select airports withdrawals Transaction Limit
World Exclusive Complimentary access to Golf privileges Higher ATM
Card lounges at select airports withdrawals

(Table 2.5)

4) Institutional Accounts

ACCOUNT NAME FEATURES

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Institutional Savings Anytime Access to Powerful banking Customised Fixed
Account your money features Deposit
Institutional Fixed Attractive interest rate Combined Fixed Complete funds
Deposits on deposits Deposit+ Savings liquidity-
Account opening Loan/overdrafts upto
95% of deposit at
competitive rates

(Table 2.6)

ORGANISATIONAL STRUCTURE OF KOTAK MAHINDRA BANK

Name Designation

Bina Chandarana Sr. Exe. Vice President & Co. Secretary

Bina Chandarana Secretary

C Jayaram Director

Dipak Gupta Joint Managing Director

Farida Khambata Director

Gaurang Shah Whole Time Director

Jaimin Bhatt Group CFO & President

K V S Manian Whole Time Director

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 Paul Parambi Chief Risk Officer

Prakash Apte Chairman

S Mahendra Dev Director

Uday Khanna Director

Uday Kotak CEO

Uday Kotak Managing Director & CEO

Uday Shankar Director

(Table 2.7)

REVIEW OF LITRATURES
Psychology describes that satisfaction as “a state of mind that normally is derived out of a
comparison between the expected and the perceived.” Satisfaction is a mindset which comes
from Past experiences and knowledge. Now in a competitive world customer satisfaction is the
area where all organizations are focusing on. Ultimately it’s the customer satisfaction which will
decide whether the organizations will remain in the business or not.

Our research aims is to find out the relevant factors which contributes to customer satisfaction in
banking industry. Because of the immense competition, entry of foreign and private banks in
India, the Indian Banking industry has been changing in terms of services, customer satisfaction,
product offering etc. No doubt increasing competition sometimes confuses the customer for
making the right decision. Every bank is using the customer satisfaction methods, tools,
techniques and even softwares because customer satisfaction is the only way to survive in the
today’s cut-throat competition. On the other hand we are entering into modern banking from
traditional banking where customers are more aware and knowledgeable then the past. In the

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competitive and dynamic environment it becomes mandatory to find out the customer
satisfaction factors.

LITERATURE REVIEW

1. Machogu, A. M., & Okiko, L. (2015) research brought to light that with e-banking
complexities on customer satisfaction. Results shows that there are factors which leads to
customer satisfaction particularly in e-banking, which is one of the very important and
fast growing way of doing banking. Factors are accessibility, convenience, security,
privacy, content, design, speed, fees and charges have influence on customer satisfaction
where the other factors notified have no significant influence.

2. Pareek, V. (2014) research opined with a remark that out of several factors few causal
fundamental factors like product attributes, employee characteristics, customer
convenience, bank tangibles, cost of transactions and customer communication
contributes in customer satisfaction in Indian banks. Interestingly convenience one of the
4 P.s i.e. marketing mix was found to be an unimportant in deciding customer satisfaction
in Indian banks (studied banks).
3. Vyas, V., & Raitani, S. (2014) opined that there are many drivers of switching behavior
in the banks. Particularly they found nine critical factors which contribute in switching
the banks. One very interesting driver is customer satisfaction in all the drivers which
contribute in the switching behavior of customers. So again we can’t ignore that customer
satisfaction of the major factors among. Banks should come out with the strategies that
increase the customers satisfaction. Suriyamurthi, S., Mahalakshmi, V., & Arivazhagan,
M. (2013) stated that in the cutthroat competition where every bank is focusing on
retaining and attracting new customer, relationship marketing is the key element which
should be adopted by the banks. They also found that banking sector is one of the major
service sector and the business of banks is more or less dependent on the customer

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 services and satisfaction. Banks should increase their services and make good
relationship with the customer.
4. Gupta, A., & Dev, S. (2012).opined satisfaction of customer is dependent on variable
then independent variable. These dependent variables largely depend on service quality,
ambience, involvement, accessibility and financial factors of the bank. According to the
findings of the research. The impact of nearness of bank and financial factors on
customer satisfaction is not up to the mark. Sharma, N. (2012) research study used the 17
variables related to the quantitative aspects of e- banking. Study on rural customers
satisfaction from e-banking was found to be significant. Research suggests that
satisfactions in rural customers are quite satisfied in e-banking services. So, in order to
improve the tendency to use e-banking channels in rural areas the use of local languages
during dealings should be promoted as well as publicized. Her research also suggest that
ATM is one of the important channel out of all alternate banking channels for securing
patronage of rural customers.
5. Ganguli, S., & Roy, S. K. (2011) Research opined that in fast driven technology world
banks should adopt the technology which can lead to customer satisfaction and loyalty.
Keeping this in mind they researched on four dimensions like customer service,
technology security and information quality, technology convenience, and technology
usage easiness and reliability. Results states that there is significant relation between
customer service, technology usage easiness and reliability and customer satisfaction. On
the other hand they found the positive relation between technology convenience and
customer satisfaction. So it was found that technology play an important role in satisfying
the customer specifically in the case of banking.
6. Munusamy, J., Chelliah, S., & Mun, H. W. (2010) claimed of their research shows that
service quality is a very important dimension of customer satisfaction in banking
industry. All the determinants of service quality like reliability, assurance, tangibility,
empathy and responsiveness shows significant relationship with customers. They also
state that intangibility intension is very difficult to measure then tangibility particularly in
case of service quality. Customer needs, wants, preferences change any point of time
without giving some hints to industry.

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7. Mishra A, (2009) stated that customer satisfaction majorly depends on the provision of an
approach for the manager so that higher customer satisfaction for the future could be
obtained by the bank. Also in his research he used the demographical characteristics of
the customers to know about the satisfaction level of the customers.
8. Rod, M., Ashill, N. J., Shao, J., & Carruthers, J. (2009) research findings suggests that
online banking positively influences customer perception. So bank management focus
should be on good customer service quality in terms of reliability, responsibility,
tangibility and empathic. This study was also found to be significant that online
information system quality is very important predictor of overall banking service quality.
9. Lopez, J., Kozloski Hart, L., & Rampersad, A. (2007) Research claimed that by using the
one of the service quality tool in which customer satisfaction was measured on the basis
of ten dimensions. Results significantly show that out of ten six dimensions namely
reliability, responsiveness, tangibles, access, communication, and credibility shows the
positive impact on customer satisfaction.
10. Aaltonen, P. G. (2004) brings an awareness of the importance of the impacts of
demographic variables and of technology on satisfaction of customers and loyalty in the
financial service industry. In past studies they have verified that extremely satisfied
customers are, indeed, more loyal customers.

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RESEARCH OBJECTIVES
 Analysing and finding the customer satisfaction, of Kotak Mahindra bank, regarding
factors of customer service quality and customer loyalty.

 To determine the key influencing factor among customer service quality and customer
loyalty, this resulted in the buying behaviour of customers.

 To verify the relationship between the customer satisfactions, customer service quality
and customer loyalty of the bank.

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RESEARCH METHODOLOGY

The topic “customer satisfaction with the reference to banking services in kotak Mahindra bank”
gives the scope of the analysis of the customers point of view of the services provided by the
bank and also involves the level of satisfaction by the customers of the bank . the study involved
uses both qualitative and quantitative data which gives the wider scope for the data collection
and take out the crucial points for the purpose of study . the methodology taken into account is
respondent , questionnaire , data collection tools and data analysis tools .

1. QUESTIONNAIRE: The questionnaire being formulated through Google form and circulated
via contacts and other social networking sited for wider population area. From which, the
response being gathered is 50 respondents. The analysis acquired through the questions is done
via charts and tables for better understanding.

2. RESPONDENTS: The respondents being taken for the study are of wider scope. The coverage
is for all type of adult age groups including all type of profession and self-employed people.
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Respondents taken for the purpose of the study are contacted through Google forms via e-mail
and other social connecting options available. The response collected in the given time were 50
respondents which provides a wider scope of analysis as it provides with the wider population
and help in the unbiased results. 

3. DATA ANALYSIS TOOL: Data analysis tools help researchers make sense of the data
collected. It enables them to report results and make interpretations. How the data is analyzed
depends on the goals of the project and the type of data collected.
The data analysis tools used by us in this research study are as follows:

 Bar Graphs: Bar graphs are the pictorial representation of data (generally grouped), in the
form of vertical or horizontal rectangular bars, where the length of bars is proportional to
the measure of data. They are also known as bar charts. Bar graphs are one of the means
of data handling, in statistics. The collection, presentation, analysis, organization and
interpretation of observations or data is known as statistics. The statistical data can be
represented by various methods such as tables, bar graphs, pie charts, histograms,
frequency polygons etc. In the upcoming discussion, the collection of data through a bar
graph is discussed.

 Pie Charts: A pie chart (or a circle chart) is a circular statistical graphic, which is divided
into slices to illustrate numerical proportion. In a pie chart, the arc length of each slice
(and consequently its central angle and area) is proportional to the quantity it represents.
While it is named for its resemblance to a pie that has been sliced, there are variations on
the way it can be presented. Pie charts are very widely used in the business world and the
mass media. However, they have been criticized, and many experts recommend avoiding
them, pointing out that research has shown it is difficult to compare different sections of a
given pie chart, or to compare data across different pie charts.

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SWOT ANALYSIS
Strengths of Kotak Mahindra Bank

 Financial products – Kotak Mahindra provides innovative financial products that exist
in various categories. Their financial products exist in various domains like accounts,
deposit, cards, loans, insurance, and investment.
 Excellent customer service – Kotak Mahindra values the relationship it has with its
customer and is committed to fulfilling their banking requirements. It provides various
ways to get in touch with customers like phone banking, online chat, online help, and
through their branches and ATMs.
 Digital Banking – Kotak Mahindra provides a smart way of banking through internet
banking. This helps the customers to skip long queues in the bank.
 Ability to rise up – Despite having a fall in its market share over the past four years,
Kotak Mahindra Bank is among the best investment banking and stockbroking franchise
in India.

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  Excellent top management teams – Kotak Mahindra Bank is one of the most steady top
management teams who has been associated with the bank for more than a decade. This
helps the bank to grow more as the team is well aware of its insights for quite some time.
 Diversified business model – Kotak Mahindra Bank has a diversified business model
across various domains like asset management, lending, insurance, capital markets. This
helps the company to capture the full value chain in the finance sector thereby helps to
maintain steady earnings growth.
 Vehicle finance – Kotak Mahindra Bank is a market leader in car and commercial
vehicle finance having strong skills in these sectors.
 Strong customer base – Kotak Mahindra Bank has a strong customer base of about 2.7
million.

Weaknesses of Kotak Mahindra Bank

 A new entrant – Kotak Mahindra being a new entrant to this business, there seem to be
lesser entries to its business.
 Poor marketing – Kotak Mahindra has a poor marketing strategy thereby having low
publicity. This leads to low business scope thereby being a great weakness to its business.
 Weak liability franchise – Kotak Mahindra Bank does not see a great franchise. Its
CASA ratio seems to be lowest for Indian banks. With respect to a savings deposit, the
bank is in a weaker position.
 Less corporate banking – The bank seems to have a weak presence in corporate
banking.
 Limited IVR licenses – Kotak Mahindra Bank has a limited number of IVR license that
could lead to disturbance if it exceeds the IVR license limit.

Opportunities of Kotak Mahindra Bank

 Increase in demand for banking – There is an increased demand in the banking sector,

thereby providing a huge opportunity for the Kotak Mahindra Bank.

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  Strengthen its liability franchise – The bank can strengthen its liability franchise by
increasing its CASA deposit. The bank can widen its branch network thereby providing a
huge opportunity for the bank to increase its visibility and revenue.
 Act by RBI – The recent deregulation savings act by the RBI provides the Kotak
Mahindra Bank with an opportunity to get new customers and to strengthen its CASA
ratio.
 Presence in asset management – The bank has an opportunity to expand the asset side
thereby increasing the market share in the existence of corporate banking.
 Enhancing its business overseas – Kotak Mahindra Bank can increase its opportunities
by expanding its business to the international level.

Threats of Kotak Mahindra Bank

 The slowdown in the economy – When there is a slowdown with respect to the
economy, there sees a big threat to the business. The bank is likely to face a big crisis in
its business.
 Increasing competition in the finance market – There is a big competition in the
banking and financial industry where is a huge product that is sold out in a unique manner
by many players. This is, in fact, a huge threat to the Kotak Mahindra Bank thereby
having the necessity to get innovative products in the market.
 Banking norms – There seem to be rigorous banking norms in the market that is likely to
hit the business is some way or the other.

25
DEMOGRAPHIC DATA, DATA ANALYSIS, RESULT
AND INTREPRETATION
Demographic data refers to socio-economic information expressed statistically. Our study
includes age, gender, occupation and income as demographic factor of 50 Respondents.

30%

70%

male female

(Graph 6.1)

26
 4%
18%
16%

62%

Upto 18 18-40
40-60 60 above

(Graph 6.2)

14%
24%

18%

44%

Till 2,50,000 2,50,000 - 5,00,000

5,00,000 - 10,00,000 10,00,000 & more

(Graph 6.3)

27
 18%
26%

56%

Student Business Service

(Graph 6.4)

The following graph is taken from the customers during a customer service survey of KOTAK
MAHINDRA BANK by 50 customers.

Following are some questions which have been analysed from the survey

1. Why Kotak Mahindra Bank?

28
 Why Kotak Mahindra ?
8%

10%

36% is near by my locality

Basis of information & reviews
for its digital capabilities
10% for its product variety
other options

36%

(Graph 6.5)

The question was provided with 5 options that were :- Close to my area , reviews and
information , digital capabilities , product variety and others (option where people can write
there own reasons to choose the bank )36 % of the sample choose the bank on the basis of reach ,
36% on the information provided by the bank , 10 % for the digital capabilities, 10% for product
variety and in others sample mention the reasons to choose the bank which were like low cost
EMI etc.

2. How much time taken to open your account.

29
 Time consumption on account opening

28%

39% 10 -30 min

30 - 60 min
more than 60 min

33%

(Graph 6.6)

The above graph show the time taken for account opening where the sample of 28 % shows the
most of the time consumption 33 % shows the neutral time taken, 39% of the total sample open
there account with minimal amount of time. This means the graph shows that the account
opening at kotak Mahindra is not so time consuming process.

3. What is your account type?

30
 Account type
8%

6%

saving A/C
current A/C
fixed A/C
20% recuring A/C

65%

(Graph 6.7)

According to the survey most of the customers are having saving account. About 65% customers
have saving account, 21% customers have current account for their business purpose, about 8%
customers have recurring deposit account, and remaining 6% have fixed deposit account.

4. Do you avail locker facility?

31
 Locker facility

22%

yes
no

78%

(Graph 6.8)

According to the survey 78% of people found the locker facility up to the mark but the other
22% people faced an issue regarding it. Queries of these people should be solved and their
problems should be fixed.

5. What’s your preferred banking type?

32
 Preferred banking style

24%
online banking
40% branch banking
cheques or DD

36%

(Graph 6.9)

According to the survey 40% of the customers prefer Net banking as it is more convenient from
cheque or demand draft and about 24% of the customers prefer cheque and demand draft rather
than net or branch banking and 36% of the sample prefer branching above other options.

6. How is your experience with digital banking of Kotak Mahindra Bank?

33
 Digital banking
60%

50% 48%

40% user friendly

36%
neutral
difficult
30%

20% 18%

10%

0%

(Graph 6.10)

48% of the sample thinks it is easy to access the banking website while 16% find it difficult to
operate and 36% of the population was neutral while answering the question.

7. Rate the services provided by the bank on to your satisfaction level.

34
 Customer services of bank
40%
36%
35%
30%
30% 28% least satisfied
not satisfied
25%
neutral
satisfied
20%
very satisfied
15%

10%

5% 4%
2%
0%

(Graph 6.11)

1 – Rating is given by 4% of survey members.

2 - Rating is given by 2% of survey members.

3 - Rating is given by 30% of survey members.

4 – Rating is given by 36% of survey members.

5 – Rating is given by 28% of survey members.

8. Does the bank aware you with new banking schemes and policies through text
message or e-mail.

35
 Awareness for new banking schemes and policies

yes
38%
no
48%
sometimes

14%

(Graph 6.12)

YES – 48% OF survey members

NO – 14% of survey members

SOMETIMES - 38% of survey members

9. Rate your experience with treasury division?

36
 Treasury Division experience
60%

50% 48%

very good
40% good
36%
neutral
bad
30%
very bad

20%
14%

10%
2%
0%
0%

(Graph 6.13)

Only 2% from the sample were not satisfied with the working of cash department rest 98 %
sample selected the working as very good (36%) , good(48%) and neutral (14%) as there rating.

10. Rate your experience with help desk while using branch banking?

37
 Query section
60%
54%

50%

very satisfied
40% upto mark
neutral
30% not upto mark
30%
unsatisfied

20%
14%

10%

1% 1%
0%

(Graph 6.14)

Only 2% of the whole sample was unsatisfied with the May I help you counter rest 98 % were
either satisfied, up to mark or neutral.

11. How do you find the behaviour of staff and employees?

38
 Behaviour of staff & employees
4%

satisfied
unsatisfied

96%

(Graph 6.15)

According to the survey, 96% of people were satisfied by the problem solving by the staff
members and the bank manager but the other 4% of people had queries about it.

12. Would you like to recommend the bank with your reference?

39
 Recommend the bank with sample's reference
4%
14%

agreed
neutral
disagree

82%

(Graph 6.16)

This graph clearly shows the interest of customers to further work with the bank as 82% of the
sample was neutral and 14 % agreed so only 4% of the sample disagreed and the graph shows the
interest of 96% of the population.

FINDINGS
40
  From the data analysed 36% of the sample chose the bank as it was near there locality or
the other reason was on the basis of information and previous reviews.
 Majority of the sample open there account through online medium with took them
minimal time.
 Out of 50 respondents 65% use saving account facility which shows the popularity of
saving account products among the customers of the bank.
 Majority had avail the locker facility but those who don’t avail the facility, there request
for the locker was not fulfilled or they were not offered the locker of their choices.
 There were some respondents who only use their bank account for paying through
cheques or demand drafts and had other account to manage their daily transactions.
 Out of the respondents maximum of the sample use online banking and find it easy to
access the kotak Mahindra website or app for their transactions and other operating
activities.
 From the sample 6% were not happy with the banking services as they said applying for
cards and loan is time taking process.
 All the respondents were not aware about the new schemes and policies provided by the
bank.
 Majority of sample found treasury division easy to access.
 While using branch banking 2% of the sample were not satisfied as their query were not
solved by May I Help You counter.
 4% of respondents found behaviour of the staff and employees unattended or rude
towards them.
 When it come to refer the bank 4% seemed disinterested as they don’t find bank to fulfil
their needs.

SUGGESTIONS
41
 Enhance the speed in accessing the transactional activity because it plays a vital role in
acquiring the customers.
 Management should make brand advertisement regarding the products and services.
 Aware the customers regarding the product and services and taught them about the usage.
 The organization should retain the existing performance
 The banks must initiate action to assure customers that doing business with is totally secure,
and the money is safe.

42
CONCLUSION, LEARNING OUTCOME &
BIBLOIGRAPHY
Conclusion

It was a great opportunity for me to get some practical knowledge of banks and how they work, I
would like to thank my university and Kotak Mahindra Bank to provide me this opportunity to
learn with practical knowledge and skills. Kotak Mahindra Bank is a new generation bank. It is
committed to provide high customer services which leads to satisfying customers. The bank has
made remarkable progress, particularly in every field they are in. customers are quite satisfied
with the mobile banking. in order to expand business and attract new customers bank need to
improve its banking and credit services with ease of the customer. The bank is well known for its
achievements made in past years and many more to count. It provides for the more job
opportunities as it is one of the popular growing bank which has establish its brand value in less
amount of years as it provides with many options and wide range of products to choose from.

Learning Outcome

 The internship with Kotak Mahindra Bank have provided me the practical knowledge of
the banking sector like :-
 Primarily I have learned about the kotak Mahindra corporation I was been introduced
with the working of bank , branches , number of employees , company annual report etc:-
 Furthermore I was presented with the features of kotak Mahindra Corporation, benefits of
kotak Mahindra, fees and charges.
 I grasp how we could create a Google survey then created and researched some of the
customer service questions and created a Google survey form of kotak Mahindra
customer service.
 After the survey I analysis the survey questions and their responses and recorded them
and after studying the graphs , pie chart and got conclusion of the survey.
 It taught me how the banks work on surveys and then try to improve themselves by
increasing customer satisfaction.

43
  Also how to prepare literature reviews from the articles provided for the customer
satisfaction.
 To perform the SWOT analysis of the provided bank.
 Learn about the different methodologies while performing the tasks and gain knowledge
about them.
 I also learned about of to present the data in the understandable form.

Bibliography

For research review

 https://www.kotak.com/en.html
 https://www.kotak.com/en/digital-banking/ways-to-bank/net-banking.html
 https://www.icicibank.com/
 https://www.rbi.org.in/scripts/banklinks.aspx
 www.axisbank.com
 www.bankofindia.com
 www.indusind.com
 https://en.wikipedia.org/wiki/Kotak_Mahindra_Bank
 https://en.wikipedia.org/wiki/Axis_Bank
 https://www.business-standard.com/company/indusind-bank 5531/information/company-
history
 https://www.investopedia.com/terms/r/rbi.asp#:~:text=The%20Reserve%20Bank%20of
%20India%20(RBI)%20is%20the%20central%20bank,country's%20currency%20and%
For literature review
1. Kaur, N., & Kiran, R. (2015). E-banking service quality and customer loyalty: Changing
dynamics of public, private and foreign bank consumers in India. Global Business and
Management Research, 7(1), 74.
2. Machogu, A. M., & Okiko, L. (2015). E-banking Complexities and the Perpetual Effect
on Customer Satisfaction in Rwandan Commercial Banking Industry: Gender as a
Moderating Factor. The Journal of Internet Banking and Commerce, 2015.

44
3. Pareek, V. (2014). An Empirical Investigation of the Causal Determinants of Customer
Satisfaction: A Study of Indian Banks. IUP Journal of Management Research, 13(2), 55.
4. Mediating role of employee's behavior to build customer loyalty through customer
satisfaction. African Journal of Business Management, 6(45), 11152.
5. Gupta, A., & Dev, S. (2012). Client satisfaction in Indian banks: an empirical study.
Management Research Review, 35(7), 617-636. Jamshaid, M., Qureshi, T. M., &
Khokhar, S. Z. (2012).
6. Ganguli, S., & Roy, S. K. (2011). Generic technology-based service quality dimensions
in banking: Impact on customer satisfaction and loyalty. International Journal of Bank
Marketing, 29(2), 168-189.
7. Mishra, A. A. (2009). A study on customer satisfaction in Indian retail banking. IUP
Journal of Management Research, 8(11), 45.
8. Molina, A., Martín-Consuegra, D., & Esteban, Á. (2007). Relational benefits and
customer satisfaction in retail banking. International Journal of Bank Marketing, 25(4),
253-271.
9. Lopez, J., Kozloski Hart, L., & Rampersad, A. (2007). Ethnicity and customer
satisfaction in the financial services sector. Managing Service Quality: An International
Journal, 17(3), 259-274.
10. Aaltonen, P. G. (2004). Customer Relationship Marketing and Effects of Demographics
and Technology on Customer Satisfaction and Loyality in Financial Services (Doctoral
dissertation, Old Dominion University).

45
APPENDICES
Given below is a form that was filled by 50 respondent through google docx

“The Customer Satisfaction with reference to banking

services in Kotak Mahindra Bank”
As the part of our E-internship program we the students of Symbiosis University Of Applied
Sciences aim for the study and wanted to analyse the review of costumers from Kotak Mahindra
Bank. We kindly ask for your involvement as the success of the study depends upon it. The
findings of the study will be solely used for academic purpose only. The overview covers three
parts. The initial segment covers respondent’s demographic data. The subsequent part covers
data identified with customer satisfaction and the last part incorporates remarks or suggestions.

Kindly fill all the details and all the answers are mandatory

Name:-___________________________ Occupation:-_____________________________

E- Mail:-________________________ Gender:-___________________ Age:-_____________

1. Why Kotak Mahindra Bank?

Is nearby my locality
On basis of Information & Reviews
For its digital capabilities
For its product variety
Other options

2. How Much Time taken to open your account.

10-30 Min
v 30.60 in
30.61 More than 60 Min

3. What is your account type?

Saving account
Current account
Fixed account
Recurring account

46
4. Do you avail locker facility?
Yes
No

5. What’s your preferred banking type?

Online banking
Branch Banking
Cheques or DD

6. How is your experience with digital banking of kotak mahindra bank?

User Friendly
Neutral
Difficult
Very difficult

7. Rate the services provided by the bank on to your satisfaction level

Least satisfied
Not satisfied
Neutral
Satisfied
Very satisfied

8. Does the bank aware you with new banking schemes and policies through text
message or e-mail.
Yes
No
Sometimes

9. Rate your experience with treasury division?

Very good
Good
Neutral
Bad
Very bad

10. Rate your experience with help desk while using branch banking?
47
 Very satisfied
Upto mark
Neutral
Not upto mark
Not satisfied

11. How do you find the behaviour of staff and employees.

Satisfied
Unsatisfied

12. Would you like to recommend the bank with your reference?
Agreed
Neutral
Disagree

Any suggestions for the improvement in any bank products or services (let us know)

______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
_______________________________________________

*Note that the above content is only for the purpose of study

48