Scribd
Upload
176 views8 pages

Assessing Kotak Wealth Service Quality

The document assesses the service quality of Kotak Wealth Management across five dimensions: assurance, empathy, reliability, responsiveness, and tangibles. It finds that Kotak provides experienced relationship managers, priority treatment for high-net-worth clients, comprehensive processes, and customized solutions. Areas for improvement include further listening to customers, investing in training, and continuing to innovate products and services.

Uploaded by

Anubhav Sood
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
176 views8 pages

Assessing Kotak Wealth Service Quality

The document assesses the service quality of Kotak Wealth Management across five dimensions: assurance, empathy, reliability, responsiveness, and tangibles. It finds that Kotak provides experienced relationship managers, priority treatment for high-net-worth clients, comprehensive processes, and customized solutions. Areas for improvement include further listening to customers, investing in training, and continuing to innovate products and services.

Uploaded by

Anubhav Sood
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd

Assess the service quality of Kotak Wealth management and suggest corrections to any shortfall if any.

Answer
To assess the service quality the following five aspects of service quality are most crucial: Assurance Empathy Reliability Responsiveness Tangibles

Assurance
Obtained bank license from Reserve bank of India in 2002 International Partnerships with Goldman Sachs, Ford credit etc. Experienced relationship managers

Empathy
Priority treatment at Kotak branches for HNI clients Insurance advisory services to protect clients and their family

Reliability
In 2004 it had $ 1.1 million under advice Trusted Advisors Comprehensive work process and procedures that aligns with the clients needs to provide them with one stop solution for all there financial needs

Responsiveness
Personal attention for HNI clients Highly customized products and solutions to cater to the need of different customers.

Tangibles
Offices designed to offer the utmost comfort and convenience to the customers Modern high-tech security bank ambience Different zones to make operations smooth that is for regular customers, HNIs and automated zones for quick transactions.

Suggestions
Listening to customers Invest in training Establishing environment which recognizes best services and challenges poor services Continues value addition in customer services and more new innovative products.

You might also like