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T OTHER BANKS
The industrial scenario of economy is highly competitive and constantly changing. To serve this highly competitive scenario practical studies are much more important with theoretical studies. In India the significance of MBA course is increasing drastically. Amongst all the PG courses MBA is most favored. As a partial fulfillment of third semester the students have to take a summer training of 6 to 7 weeks at any company and prepare a project report on the basis of that practical experience. Indian economy is growing at a considerable rate. The growth of GDP in India is 8% per annum. The major sector contributing to the growth of GDP is service sector and it is approximately 63% to GDP. Banking is one of the main pillars of service sector. So I have decided to take exposure of banking sector by taking practical training at KOTAK MAHINDRA BANK which is one of the reputed private banks. The aim of KOTAK MAHINDRA BANK is customization & people cantered banking. Customized banking system can be achieved by provided what customer actually wants. So we want to check weather KOTAK MAHINDRA BANK is successful or not. As a part of this study I have decided to prepare a project report on “A COMPARITIVE ANALYSIS OF DIFFERENT PRODUCT AND MARKETING STRATEGIES OF KOTAK MAHINDRA BANK W.R.T OTHER BANKS”.
The study of this topic is helpful to me in analyzing customer satisfaction & loyalty to the services which they are using at the KOTAK MAHINDRA BANK. This study will also be helpful to us in analyzing the information about what change customer want from the existing services. This report also gives me the overall satisfaction level of customer from the KOTAK MAHINDRA BANK & how the customers are loyal to the bank. This report also includes graphical representation wherever it feels necessary. Finally, it is indeed excellent opportunity for us to present this report and a matter of esteem honors itself. After successful completion of training it is golden experience for me of banking sector. And I also know how the different departments are working.
.ACKNOWLEDGEMENT First of all I am thankful to KOTAK MAHINDRA BANK and Branch Manager Mr. I would also like to thank the staff members of the bank for providing us information about the different departments of the bank. Pranaya Thapliyal for giving me permission to take the summer training and my project guide Mr. I would like to Finally I am glad to thank our all faculties who have provided me substantial guidance & support in preparation of this project. This successful completion of this project could not have been possible without their co-operation and support. Dhirendra Singh for his support in this project.
fi na n c i a l po s i t i o n . t he co m m o n m an ha s s t a r t e d c a p i t a l m a r k e t t e r m l i ke bu l l a nd b ea r e xp l o d e n e w time. • I t gi v e s t h e d e t a i l vi e w of t he r egu l a t o r y fr a m e wo r k f o r t h e Ko t a k Ma h i n d r a B an k • T h e fo c u s s h i f t t o va r i ou s pr od u c t s o f KOT A K MA HI N DRA BA N K t o c at er t o t he ne ed s s u c h as r e t u r n e x p l a n a t i o n . • F i r s t a n d F o r e m o s t . t he pu r po s e o f Ko t a k Ma h i n dr a B a n k i s t o fu l f i l l t h e n ee ds fo r i nve s t m e n t u n de r on e roof. r i s k t o l e r a n c e . . etc.EXECUTIVE SUMMARY T h e p r o j e c t i s b a s e d on t h e s al es s t r at e gi e s fo r t h e B a n k i n g p r o d u c t s wi t h a s pe c i a l r ef e r e n c e t o KOT A K MA HI N DRA B AN K a nd t he c on s u m er p er ce p t i o n a bo u t the same. • T h e n e x t p h a s e l o o k u p t he i n ves t m e n t i n gr o wt h oriented stock wh i c h ar e ava i l a b l e at at t r a c t i ve relative valuation. • T h i s p r o j e c t s ho ws .
Th es e co m p a n i es c an fi ne t u ne t he i r p r o s p e c t i v e o n e s a nd ca n gr ab t h e o pp or t u n i t i e s of t h e t r a n s f o r m i n g t h e we a kn e s s of ot he r i n t o t he i r o wn strength. I t a l s o e nl i s t s a l l t h e d a t a s o u r c e s as t o by whi c h me a ns t h e s t u dy h as g a i n e d m o m e n t u m . r es pe c t i ve l y . . Th e scope of the s t u dy is s u gge s t e d in f a vor of the c o m p a n i e s s t r i v i n g t o em er ge as s u p er p owe r s dr a wn o u t b y t h e s u r v e y . T he d at a h as b ee n c ol l e c t e d by v i r t u e o f q u e s t i o n n a i r es a nd we bs i t e s . pr oj ec t pr oc e e d s wi t h t he r es ea r c h d e s i g n e d i n t h e l i gh t of t h e c or e obj ec t i ve s of t h e s t u dy along wi t h t h e s u b obj ec t i ve s t h at a r e gi ve n du e c o n s i d e r a t i o n t h r o u gh ou t t h e r es ea r c h.F u r t h e r t o t h i s .
advertising and marketing strategies of the Bank. . ATM facility. and what is its benefit. Compare the services offered by Kotak Mahindra Bank and the customer’s satisfaction level of the same with that of other Banks in the Private sector. Study how new distribution channels such as Internet Banking. Study the impact of a customer centric approach being followed by the Bank.RESEARCH OBJECTIVES Various Objectives for conducting the research and analysis are listed as under: Access the Market Potential of Kotak Mahindra Bank Saving Account with the help of a survey conducted on a total of 50 Respondents . Consideration of various promotional and marketing and advertising strategies of Kotak Mahindra to the satisfaction among its ultimate users and consumers Finally to draw the various conclusion and recommendations on the basis of the study conducted on specifically taking to consideration the services. Phone Banking have changed the face of the Banking industry. and to access where the Bank has to improve.
⇒ This also helps in finding the effect ness of human resource policies in organization. ⇒ The study provides knowledge of various products& investment services of Kotak Mahindra Bank ⇒ The study helps to learn of work culture of organization. ⇒ The study of also helps to learn what as the various benefits available to the advisor in an organization.SCOPE OF THE STUDY This study helps in finding out the satisfaction of most important resource that is human resource in Kotak Mahindra Bank. ⇒ The study also helps the company to be aware of important that it’s has to make in its incentives plan. .
Some customers feel uncomfortable to reveal some personal information relating to income etc. Time constraint.LIMITATIONS The study could not be made that comprehensive due to time constraints. . Financial constraint. it might have happened that some more essential information could have been collected. Biases and non-cooperation of the respondents. Geographical selectivity in study limiting to Delhi city only.
INDUSTRY PROFILE BANKING STRUCTURE IN INDIA Scheduled Banks in India (A) Scheduled Commercial Banks Public sector Banks (28) • Nationalized Bank • Other Public Sector Banks (IDBI) • SBI and its Associates Private sector Banks (27) • Old Private Banks • New Private Banks Foreign Banks in India (29) Regional Rural Bank (102) .
there are 27 private sector banks in the banking sector: 19 old private sector banks and 8 new private sector banks. These new banks have brought in state-of-the-art technology and Aggressively marketed their products. Today. The Public sector banks are Facing a stiff competition from the new private sector banks. .(B) Scheduled Cooperative Banks Scheduled Urban Cooperative Banks (55) Scheduled State Cooperative Banks (31) Here we more concerned about private sector banks and competition among them.
The banks which have been setup in the 1990s under the guidelines of the Narasimham Committee are referred to as NEW PRIVATE SECTOR BANKS. New Private Sector Banks • Superior Financial Services • Designed Innovative Products • Tapped new markets • Accessed Low cost NRI funds • Greater efficiency INDIAN BANKING INDUSTRIES .
and technological innovations are all contributing to this growth. middle class. increased standard of living. In correlation with the growth of the economy. An expanding economy. The country’s middle class accounts for over 320 million people.The Indian banking market is growing at an astonishing rate. with Assets expected to reach US$1 trillion by 2010. . rising income levels. and affordability of banking products are promising factors for continued expansion.
economies of scale and/or comply with Basel II “Indian banking industry assets are expected to reach US$1 trillion by 2010 and are poised to receive a greater infusion of foreign capital. which has resulted in innovative methods of offering new banking products and services. Focusing on the expansion of retail and rural banking.The Indian banking Industry is in the middle of an IT revolution. Players are becoming increasingly customer .centric in their approach. analyst in Celent's banking group and author of .” says Prathima Rajan. Banks are now realizing the importance of being a big player and are beginning to focus their attention on mergers and acquisitions to take advantage of regulation.
the report." . “The banking industry should focus on having a small number of large players that can compete globally rather than having a large number of fragmented players.
both deposits and withdrawals.000 (US $ 22). Cheques received from customers can be deposited in this account for collection. Incurrent account.500 (US $ 11) to Rs. The customers are allowed to withdraw the amount with cheques and they generally do not get any interest. amount can be deposited and withdrawn at any time without giving any notice. It is also suitable for making payments to creditors by using cheques. Generally bank does not pay any interest on current account. some banks do pay interest on current accounts. There is also no restriction on the withdrawals. In India. It is also known as d Current account can be opened in co-operative bank and commercial bank. Current account holder get one important advantage of overdraft facility. Nowadays.INRODUCTION Current bank account is opened by businessmen who have a number of regular transactions with the bank. In India Co-operative bankmay allow interest upto 1%. There is no restriction on the number and amount of deposits. Features of Current Bank Account The main objective of current bank account is to enable the businessmen to conduct their business transactions smoothly. . current account can be opened by depositing Rs.1.
1. to mutual funds. without even making a call. From commercial banking. to stock broking. London. Dubai and Mauritius. . Kotak Mahindra is one of India's leading financial institutions. the group caters to the financial needs of individuals and corporate. it services a customer base of over 5. With Mobile commerce. The group has a net worth of over Rs.400 employees in its various businesses. offering complete financial solutions that encompass every sphere of life.000. With a presence in 82 cities in India and offices in New York. ICICI. 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. 00. standard chartered. to investment banking. HDFC. banking and asset management conglomerate). “Think Investment Think Kotak” Banks like Kotak Mahindra. you can perform a wide range of query-based transactions from your Mobile Phone.Current account is of continuing nature and as such there is no fixed period. and Citibank now bring your Bank Account and Debit card to your fingertips. to life insurance. 800 crore and employs over 4.
Takes over : Enters the Funds Syndication sector : Brokerage and Distribution businesses incorporated into a Discounting • Purchase market • • FICOM.Kotak Mahindra Capital Company • 1996 : The Auto Finance Business is hived off into a separate company .Kotak Mahindra Primus Limited. Since then it's been a steady and confident journey to growth and success. one of India’s largest financial retail marketing networks • • separate company . The launch of Matrix Information Services Limited marks the Group’s entry into information distribution. for financing Ford vehicles. 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. • 1986 1987 1990 1991 1992 1995 : Kotak Mahindra Finance Limited starts the activity of Bill : Kotak Mahindra Finance Limited enters the Lease and Hire : The Auto Finance division is started : The Investment Banking Division is started.Kotak Securities. Investment Banking division incorporated into a separate company . Kotak Mahindra takes a significant stake in Ford Credit Kotak Mahindra Limited. This company was promoted by Uday Kotak.The Kotak Mahindra Group was born in 1985 as Kotak Capital Management Finance Limited. Sidney A. Pinto and Kotak & Company.
com . • Insurance Kotak Securities launches kotakstreet.• 1998 2000 : Enters the mutual fund market with the launch of Kotak : Kotak Mahindra ties up with Old Mutual plc. • 2003 : Kotak Mahindra Finance Ltd.its on-line broking site. for the Life business. Converts to bank . Mahindra Asset Management Company. Formal commencement of private equity activity through setting up of Kotak Mahindra Venture Capital Fund.
of these 125 are in the NCR.CHAPTER-2 COMPANY’S PROFILE Established in 1984.This approval creates banking history since Kotak Mahindra Finance Ltd is the first company in India to convert to a bank.. The license authorizing the bank to carry on banking business has been obtained from the RBI in tune with Section 22 of the Banking Regulation Act 1949. the group’s flagship company was given the license to carry on banking business by the Reserve Bank of India (RBI).Kotak. The customer also has access to over 800 ATM’s with sharing arrangements with UTI BANK.Pinto under the name of Kotak Capital Management Finance Ltd on 21st Nov 1985 and obtained a Certificate of Commencement of Business on 11th Feb 1986.A.S. Uday. Sidney &A. The bank customers have access to entire VISA network of 4500 ATM’S in India and 800000ATM’S worldwide accepted in more than 56000 establishments across India and 10 million worldwide. Kotak Mahindra Finance Ltd. Kotak and Company Ltd and Mr. . The Kotak Mahindra Group has long been one of India’s most reputed financial organizations. KMBL was promoted by Mr. In Feb 2003.
was converted into a bank. KMCC's core business areas include Equity Issuances. Structured Finance and Advisory Services. Its banking operations offer a central platform for customer relationships across the group's various businesses. Kotak Mahindra Finance Ltd which was established in 1985. Over the years. is one of India's largest brokerage and securities distribution houses. Kotak Securities Kotak Securities Ltd. Retail Finance. Treasury and Housing Finance. Kotak Securities Ltd. Mergers & Acquisitions. offers online and offline services based on well-researched expertise and financial products to non-institutional investors. Corporate Banking. Kotak Mahindra Capital Company Kotak Mahindra Capital Company Limited (KMCC) is India's premier Investment Bank. Kotak Securities has been one of the leading investment broking houses catering to the needs of both institutional and non-institutional investor categories with presence all over the country through franchisees and coordinators. .Kotak Mahindra Bank Ltd in March 2003 becoming the first Indian company to convert into a Bank. The bank has presence in Commercial Vehicles.Key group companies and their businesses Kotak Mahindra Bank The Kotak Mahindra Group's flagship company.
KMP offers customers retail finance for both new as well as used cars and wholesale finance to dealers in the automobile trade. Kotak Mahindra Asset Management Company Kotak Mahindra Asset Management Company Kotak Mahindra Asset Management Company (KMAMC). Kotak Mahindra Old Mutual Life Insurance Limited Kotak Mahindra Old Mutual Life Insurance Limited is a joint venture between Kotak Mahindra Bank Ltd. Kotak Life Insurance helps customers to take important financial decisions at every stage in life by offering them a wide range of innovative life insurance products. to make them financially independent. KMMF manages funds in excess of Rs 20. It was the first fund house in the country to launch a dedicated gilt scheme investing only in government securities. KMP continues to be among the leading car finance companies in India. is the asset manager for Kotak Mahindra Mutual Fund (KMMF). a subsidiary of Kotak Mahindra Bank.800 crore and offers schemes catering to investors with varying risk-return profiles. . and Old Mutual plc.Kotak Mahindra Prime Kotak Mahindra Prime Limited (KMP) (formerly known as Kotak Mahindra Primus Limited) has been formed with the objective of financing the retail and wholesale trade of passenger and multi utility vehicles in India.
M. Dipak Gupta –Executive Director . Shanker Acharya ♣ Mr. Shivaji Dam –Managing Director Kotak Mahindra Old Mutual Life Insurance Limited ♣ Mr. Pradeep N Kotak –Agri Division of Kotak and Company Limited ♣ Dr. Anand Mahindra –Co Promoter of Kotak Mahindra Bank and Vice Chairman and Managing Director of Mahindra and Mahindra ♣ Mr.Gherda – Executive Chairman ♣ Mr. C.BOARD OF DIRECTORS Mr. Uday Kotak –Executive Vice Chairman and Managing Director ♣ Mr. Cyril Shroff –Co Promoter ♣ Mr.Jayaram –Executive Director ♣ Mr. K.
This wide range of products is delivered to you with a genuine understanding of your specific need and warm. personalised service.they commit themselves to becoming “banker” to the customer rather than being “asset financier” to our customers. t h e c om p a n y i s in r e gu l a r touch wi t h B an k i n g Accounts. Th e ac t i vi t i e s of t h e co mp a n y b ei n g p a r a l l e l t o i t s o b j e c t i ve ar e ver y wi d e a nd c ove r a l l t h e c o m p o n e n t s o f a Ba n k . whether you're an individual or a firm. pragmatic solution that addresses your financial needs. Th e Ba s i c a r e a of Op e r a t i o ns i s t h e B a n k i n g b u s i n e s s .CHAPTER-3 Product Detail Ko t a k Ma h i n d r a Ba n k i s on e o f t he pr om i n e n t s u bs i d i a r i e s of Ko t a k Ma h i n d r a gr o u p . o t h er pr od u c t s ar e m e a nt fo r t h e r e gu l a r r e v e n u e g e n e r a t i o n . C o n v e n i e n c e B an k i n g a n d O t h e r S e r v i c es . From everyday banking to long term investments — their offering covers it all. Investment S e r v i c e s . They offer complete solutions that address all your financial requirements. . Through their varied products. it's not about selling you many different products — it's about working out a holistic. B e i n g a Ba n ki n g h ou s e. Kotak Mahindra Bank.
Thus the three account opening options in savings account are as mentioned above: .Banking Accounts There are three types of banking account: Savings Account Current Account Term Deposit SAVINGS ACCOUNT “Choose from our range of Savings Accounts” KOTAK MAHINDRA has got a variety of options of savings accounts to choose from for its customers according to their convenience and requirements .The average quarterly balance levels as well the corresponding services and benefits try to ensure the various customer needs and requirements. 10000 (KOTAK EDGE SAVINGS ACCOUNT). 20000 (KOTAK PRO SAVINGS ACCOUNT) and at Rs75000(KOTAK ACE SAVINGS ACCOUNT).Rs.These savings accounts offer attractive returns along with personalized banking services at three convenient average quarterly balances(AQB)levels of Rs.
♣ EDGE SAVINGS ACCOUNT: Kotak Mahindra Bank´s Edge Savings Account is a complete financial package customized to suit individual banking needs. Its constant endeavour is to enable regular financial transactions through online platform so that most of payments can be made directly through your account or card. online trading of shares or even online shopping. One can even transfer funds through Phone Banking or Net Banking. . credit cards. Financial payments facilitated through the savings account Use the free Payment Gateway to make online payments for utility bills. mobile phone or internet to get information about account balance or track transactions. Features & Benefits Wide ATM access through the Kotak Mahindra Bank Debit Card One can walk into any KOTAK or HDFC Bank ATMs to withdraw cash or enquire balance at no extra charge! Multiple Access Channels Access An account through phone.
latest NAV information and research reports. Free investment account One can open an investment account. Besides this you get a consolidated view of all your mutual fund investments across schemes with updated returns status. above a threshold.Quick and easy funds transfer Quick funds transfer to a third party account with another Bank is available across 15 locations through Net Banking. These Term Deposits sweep back into your account to meet fund requirements when your withdrawals exceed the balance available in your account. . thereby providing you maximum liquidity. Attractive returns Earn better returns in your savings account. and use the Net Banking facility to purchase/redeem mutual funds online while directly debiting / crediting your Bank Account. with our 2-Way Sweep facility that automatically sweeps out idle funds. Also get a multi-city cheque book so that money from account is received by the beneficiary in the fastest possible time. from your account into Term Deposits.
You can even transfer funds through Phone Banking or Net Banking. for cash withdrawal or balance enquiry transactions. mobile phone or internet to get information on your account balance or track your transactions. Free investment account .♣ PRO SAVINGS ACCOUNT: Kotak Mahindra Bank´s Pro Savings Account is an account packed with powerful features to provide a superior banking experience at a very comfortable balance requirement. no longer have to worry about locating your Bank or Partner Bank ATM – Use the first VISA ATM that you spot. They provide a relationship manager who will specifically take care of banking and investment needs. Multiple access channels Access your account through phone. Features & Benefits Free ATM access all domestic VISA ATM network Walk into any VISA ATM in India to check balance or withdraw cash absolutely free.
from your account into Term Deposits. Quick and easy funds transfer Quick funds transfer to a third party account with another Bank is available across 15 locations through Net Banking. latest NAV information and research reports. Besides this get a consolidated view of all the mutual fund investments across schemes with updated returns status. credit cards. and use the Net Banking facility to purchase/redeem mutual funds online while directly debiting / crediting bank account. Also get a multi-city cheque book so that money from account is received by the beneficiary in the fastest possible time Attractive returns Earn better returns in your savings account. Dedicated relationship manager . above a threshold. These Term Deposits sweep back into your account to meet fund requirements when your withdrawals exceed the balance available in your account. with our 2-Way Sweep facility that automatically sweeps out idle funds.One can open an investment account. online trading of shares or even online shopping. thereby providing you maximum liquidity. Financial payments facilitated through the savings account Use our free Payment Gateway to make online payments for utility bills.
Features & Benefits Free access at all domestic and international VISA ATMs No longer have to worry about locating your Bank or Partner Bank ATM Use the first VISA ATM that you spot. . The account carries benefits ranging from personal investment advisory services to concierge services to free banking transactions.You get a one point contact for all your banking related queries and transactions. for free cash withdrawal or balance enquiry transactions. Onewill find that this package of services and privileges is unmatched by any other savings account in the market. Free banking transactions You can issue demand drafts or send cheques for collection on branch locations without any charge to your account. ♣ ACE SAVINGS ACOUNT: Kotak Mahindra Bank's Ace Savings Account has been designed as a gateway to a world of financial benefits and privileged banking transactions. So walk into any VISA ATM in India or abroad to withdraw cash or for balance enquiry. Your relationship manager will also help you with financial planning and sound investment decisions.
mobile phone or internet to get information on account balance or track transactions. Also get a free multi-city cheque book so that money from your account is transferred to the beneficiary's account at any of branch locations. to a beneficiary account at another bank.Multiple access channels Access the account anytime through land line. Free banking transactions One can issue demand drafts or send cheques for collection at all branches for no extra charge. from your . in the fastest possible time. One can even transfer funds through Phone Banking or Net Banking. One can avail of this facility by walking into any of branches or by simple logging on to Net Banking. Financial payments facilitated through the savings account Use the free Kotak Payment Gateway to make online payments for utility bills. Attractive returns Earn better returns in your savings account. All this at the click of a mouse! Quick and easy funds transfer Transfer funds easily and with speed. above a threshold. online trading of shares or even online shopping. credit cards. with our 2-Way Sweep facility that automatically sweeps out idle funds.
CURRENT ACCOUNT Kotak Mahindra Bank offers unparalleled advantages with its three Current Account offerings. These Term Deposits sweep back into account to meet fund requirements when withdrawals exceed the balance available in the account. would find a Current Account that's just designed for you. thereby providing maximum liquidity. Whether small/ mid size business or an enterprise spread across multiple locations in the country.Rs. Free Cheque Collection.The average quarterly balance levels as well the corresponding services and benefits try to ensure the various customer needs and requirements. 25000 (KOTAK EDGE SAVINGS ACCOUNT). Free At -Par Cheque facility to Free Trading Account & free Demat Account. 50000 (KOTAK PRO SAVINGS ACCOUNT) and at Rs250000(KOTAK ACE SAVINGS ACCOUNT). With features ranging from Free DDs. and more! .account into Term Deposits. These Current accounts offer attractive returns along with personalized banking services at three convenient average quarterly balances(AQB)levels of Rs.
above a threshold level. in Current Account are automatically swept out into Term Deposits (TD). 2 . This 'swept out amount' is brought back into account to meet fund requirements when withdrawals exceed the balance available in the account (or when the account balance goes below the specified threshold level.) With Kotak 2-Way Sweep you enjoy the twin advantages of attractive returns & maximum liquidity.Way Sweep* : Term Deposit linked Current Account Kotak 2-Way Sweep ensures that money never stops working for you. They offer the Kotak Edge Current Account. Daily balances. One can just walk into a Kotak Mahindra Bank branch in any of our branches across country to satisfy all the banking needs. . Features & Benefits Multi City Banking Current account/s with Kotak Mahindra Bank will be recognized in every other branch. providing that extra edge to get ahead.Thus the three account opening options in savings account are as mentioned above: Edge Current Account In need of a well equipped bank account to keep pace in all the business endeavors. The feature rich Kotak Edge Current Account is the ideal way to make money work harder. armed with Kotak 2-Way Sweep and the entire gamut of Banking Privileges.
any large credits or debits. are collected 'at nominal charge' for you. At-par Cheques Get free At-par Cheques that are treated as 'local clearing' cheques across all branch locations. The strong network of correspondent banks enables us to collect cheques from 1600 locations across India at faster speed and minimal cost Mobile Banking and Alerts Our Mobile Banking & Alerts service enables to access bank account on Mobile Phone. available balance. payable at Kotak Mahindra Bank Branch location in India. One can access all your standing instructions (SI). drawn on any of branch locations. Cheque Collection All Outstation cheques. any SI failure and SIs successfully executed will be intimated to you via SMS . All these at nominal costs. balance below AQB.Free Demand Drafts and Pay Orders Enjoy the benefit of our free Demand Drafts.
armed with Business benefits and exclusive Ace Privileges and an entire gamut of banking conveniences especially designed for you. They offer you the Kotak Ace Current Account. Key Features • • • • Dedicated Relationship Manager Free Demand Drafts & Pay Orders> Free At Home Services Better Forex rates and Efficient Trade Services ACE Current Account In the need of a well equipped bank account to keep pace with you in the ever changing business scenario. armed with Kotak 2-Way Sweep. We offer you the Kotak Pro Current Account. The feature rich Kotak Ace Account is the ideal way to make money work harder . The feature rich Kotak Pro Current Account is the ideal way to make your money work harder.Pro Current account You need a well equipped bank account to keep pace with you in the ever changing business scenario. as well as an entire gamut of Banking Privileges and 'user-friendly' Convenience Banking facilities.
one can even renew this deposit by placing an .Term Deposits Key Features • • • • Ease and convenience of operation Liquidity through overdraft or sweep-in facility No penalty on pre-mature encashment Nomination facility available Give your portfolio stability of returns and safety and liquidity. It offer attractive returns on term deposits and investing in them is really simple and convenient.can place a term deposit through Phone Banking or Net Banking. What's more. An existing customer. Features & Benefits Ease and convenience of operation For the first time in India. Invest in Kotak Bank Term Deposit. New to Bank customer can also apply online for term deposit.
term deposit will automatically be encashed to meet withdrawal requirement.000 for a tenure of 181 days or more.50. he can do all this and more by walking across into any of branches. nominate different persons for different term deposit accounts can choose to change the nominee through a declaration in the appropriate form to revise the nomination during the term of the deposit.instruction over phone. No penalty on pre-mature encashment In case term deposit is pre-maturely encashed. Needless to mention. Nomination facility available One can avail this facility for each & every account that open with us i. whereby if need be.e. One can avail upto 85% overdraft against term by paying 2% above deposit rate. Liquidity through overdraft or sweep-in facility Deposit will be available to you should you need them in case of an emergency.one will earn interest at the rate prevailing on the date of deposit for the withdrawn amount. . One can also choose to link term deposit to savings / current account. This facility is available for deposits above Rs.
They have years of experience in helping people put together an investment portfolio that works best for them. not just amongst individuals. but across the different stages of your life. "demat" formats .INVETSMENT SERVICES “Making your money grow” At Kotak Mahindra Bank.can recognise that financial needs vary. DEMAT Key Features • Efficient depository services that allow you to hold your shares in convenient.
CSDL. I n B S E co s t u m e r ca n t r ad e i n 24 5 2 s t o c ks an d i n NS E c o s t u m e r c a n t r a d e i n 93 3 co m p a n i e s . NCDEX.Kotak Mahindra Bank a l l o ws t o co s t u m e r t o t r a d e i n s h a r e wi t h NS E a n d B S E bo t h ( i n pr i m ar y a nd s ec on d a r y m a r k e t b o t h ) . the company is in regular touch with the share market and its relative indexes like NSE &BSE. L e t ’ s u n de r s t a n d t he r el at i ve t er ms : S E B I ( S t o c k Ex c h a n g e bo ar d o f I nd i a ) I t c h e c k o u t o n N S E a nd BS E an d al l t y pe o f s ha r e t r ad i n g ( Bo t h p r i m a r y a n d s e c o n d a r y ma r ke t ) N S E & B S E : . efficient depository services that allow to hold shares in the convenient "demat" formats and leverage opportunities in the stockmarket when you spot them Being a brokerage house.• Leverage opportunities in the stock-market them when you spot It offers streamlined. T he i nd ex of N S E i s N i f t y a n d fo r BS E S e ns ex NSDL AND CSDL Kotak Mahindra Bank a l l o w t o c os t u m er t o i nve s t i n mu t u a l fu n d a n d bo n d s . NS DL ( N a t i o n a l s ec u r i t y d ep os i t o r y l i m i t e d ) a nd . NSDL.
I N I T I A L P UB L I C O F F E R S ( I P O ’ S ) I n t he a b o v e p r o d u c t s we h ave di s c u s s e d i nve s t m e n t i n e q u i t y t h r o u g h s e c o n d ar y m ar ke t s . writing cheques and Transfer Instructions. In N C DE X 5 5 commodity are to trade PRODUCTS OFFERED BY KOTAK MAHINRA BANK The following are the various products of Kotak Mahindra Bank: DEMAT & ON LINE TRADING ACCOUNT: The 3-in-1 account integrates your banking. This enables you to trade in shares without going through the hassles of tracking settlement cycles.C S DL ( Ce n t r a l s e c u r i t y d ep os i t or y l i m i t e d ch ec k ou t o n t h i s type of investment M C X A N D NC D E X Kotak Mahindra Bank a l s o al l o w t o co s t u m e r commodity by MCX ( Mu l t i C om m o d i t y to trade in a nd e xc ha n ge ) N C D E X ( N a t i o n a l C o m m o d i t y d ai l y ex ch a n ge . a no t h er wa y of i nve s t i n g i n e q u i t y m a r k e t s i s t h r o u gh t he pr i m ar y m ar ke t r ou t e . chasing your broker for cheques or Transfer Instructions etc. broking and demat accounts.
Wi t h KOT A K MA HI N DRA BA N K a l l y o u h a v e t o d o i s f i l l i n g nu mb e r o f s h ar e o n t h e s i t e a nd submit. wh e n e v e r a c o m p a n y c om e s ou t wi t h a n i n i t i a l pu b l i c o ff e r i n g y o u m a y c h o o s e t o a pp l y fo r t he s ha r e . • He d g i n g t h e c a s h m ar ke t po s i t i o n – i de al f or l ow r i s k profile. c h eq u e s . A nd s u b mi t t i n g t he f or m s t h r o u g h y o u r b r o k e r . • T a k i n g a d v a n t a g e o f ar b i t r a ge opp or t u n i t y i n equ i t y a nd d e r i v a t i v e s ma r k e t s – i d ea l fo r l o w r i s k pr of i l e • T a k i n g a v i e w o n s t oc k/ i n d e x fo r as l on g a s 3 m on t h p e r i o d – me d i u m r i s k pr o f i l e • S p e c u l a t i v e t r a d i n g. t h e c om p a n y wo u l d t h e n a l l o t t h e s h a r e t o ap pl i c a n t s .h i gh r i s k pr of i l e .. T h e o f fl i n e wa y o f i n v e s t i n g i n a n IP O i s by f i l l i n g ph ys i c a l a p p l i c a t i o n fo r ms . D E R I VA T I VE S Cu s t o m e r s wi t h d i f f e r e n t t yp es of r i s k pr of i l e c an u s e derivatives. Ba s e d on n u mb e r o f v a l i d a p p l i c a t i o n r e ce i ve d .
wi t h b en e f i t o f au t o m a t e d s e t t l e m e n t s an d online risk monitoring system Mutual Funds Key Features • • Assitance at every step of the investment process An experienced research team to analyse and research the Mutual Funds available in the market Portfolio assistance • h team analyses and researches the Mutual Funds available in the market. The recommendations take into account all relevant factors including the investment philosophy of the Asset Management Company. helping you make more informed decisions. portfolio quality. risk-adjusted returns and market trends. Kotak.KOT A K MA HI N DR A B AN K o f f er s o nl i n e i n ves t m e n t i n fu t u r e a n d o p t i o n . . Reliance. Prudential ICICI etc. The Mutual funds on advisory list range form Debt to Equity funds and are drawn from top performing schemes of renowned Mutual Fund houses like Franklin Templeton.Relationship Manager will recommend the funds that suit the investment objectives.
Mu t u al fu n d i s a S E B I r e g i s t e r e d e nt i t y t h at p oo l s t h e mo n e y o f m a n y i n d i v i d u a l s ’ i n v e s t or s t o pu r c ha s e t he s t oc ks . a nd t he n t a ki n g y ou r o wn b u y / s e l l d e c i s i o n . Fo r b egi n n e r s . m u t u a l fu n d i s a n i d e al r ou t e fo r a i nve s t m e n t i n equ i t y.I n s t e a d o f b u y i n g s h a r e s o f d i f f e r e n t co mp a n i e s t r a c ki n g t h e price movement’s performance of t h e c om p a n y . r u s hi n g t o t he of f i c e of t h e a g e n t s b e f o r e t h e c u t of f t i mi n g t o e ns u r e t h at t h e de s i r e d NAV is allotted . bo nd or o t h e r fi n a n c i a l i n s t r u m e nt s . I n v e s t i n g i n m u t u a l fu nd s o ff l i n e i nvo l ve s . pr o f e s s i o n a l Ma n a g e m e n t a n d d i v e r s i f i c a t i o n ar e t h e t wo pr i m a r y be ne f i t s o f mu t u a l fu n d i n v e s t i n g. or fo r cu s t o m e r who a r e u n a b l e t o s p e n d t i m e o n r es ea r c h i n g s t oc ks t h e ms e l ve s . gr o wt h p r o s pe c t s o f t h e i n d u s t r i es e t c . t r a c ki n g d own t h e a g e n t s a p p o i n t e d b y t he m u t u al fu nd s A MC s . f i l l i n g l e n g t h y fo r ms . wr i t i n g ch eq u e . y o u ma y c on s i d er ma ki n g i nve s t m e n t i n e q u i t y / d e b t m a r k e t t h r o u gh t he mu t u a l fu nd r ou t e.
Doing banking should be easy and convenient and not add to worries.C O N VE N I E N C E B A NK I N G “Anywhere. coupled with the highest standard of customer care will make life simpler and easier. These. Kotak Mahindra Bank realize this and have specially tailored a wide range of value added products and services to make money work for you. Anytime Banking” In today's day and age time is money. You work hard and have a busy schedule. .
Indian banks are increasing the number of ATMs at a feverish pace. Multiple Banking Channels Today the technology driven banks are finding various means to reduce costs and reach out to as many customers as possible spread over a diverse area..e. These machines also hold the keys to future operational efficiency Account holders of Kotak Mahindra Bank Saving Account having Visa Electron Debit Card can access other Banks ATM machines unlimited times . Hence setting of newer branches is not required thereby significantly lowering infrastructure costs. the average cash withdrawal per ATM per day has fallen from 100 last years to 70 this year. An ATM does the basic function of a bank’s branch. it is not in sync with the number of cards issued. However. In spite of these odds. i. delivering money on demand. This has led to using multiple channels of delivery of their products. Cost reduction is however possible only when these machines are used. ATM (Automatic Teller Machine): An ATM is basically a machine that can deliver cash to the customers on demand after authentication. there are many dormant cardholders who do not use the ATMs and prefer the teller counters. Though the number of ATMs has increased since last year. In India. Also. nowadays we have ATMs that are used to vend different FMCG products also.
The number of ATM machines installed by Kotak Mahindra Bank is 20 in Delhi and the All India tally is 156 machines. this is worrying for Kotak Mahindra Bank. . “Growth In ATM Machine With Increased Use” The Table below shows the number of ATM machines belonging to various banks in India:NAME OF BANK NUMBER OF ATM NUMBER OF ATM MACHINES (ALL INDIA BASIS) KOTAK MAHINDRA 250 Bank ICICI Bank HDFC Bank IDBI CITIBANK HSBC AMN Amro UTI GTB 560 625 350 160 103 40 507 250 MACHINES (DELHI) 60 112 66 43 22 21 13 20 From the above table we can clearly see that HDFC Bank is the Bank which has highest number of ATM machines on All India basis. then UTI. this is followed by ICICI Bank. When this figure is compared to ICICI Bank which has thrice the number of machines in Delhi or HDFC Bank which has nearly twice the number of machines in Delhi. But also holders of ATM cards cannot access machines belonging to other Banks. after that the Account holder has to pay nothing for the transaction.per month for free.
When we look at the concentration of machines in the Delhi Region we see that out of ICICI Bank’s 560 Machines 112 are located in Delhi representing 20%. The corresponding figure for Kotak Mahindra Bank is 14.2%. HDFC Bank is 11.8%, IDBI Bank is 12.3%, and CITIBANK is 13.75%. Net Banking: Net banking means carrying out banking transactions via the Internet. Thus the need for a branch is completely eliminated by technology. Also this helps in serving the customer better and tailoring products better suited for the customer. A customer can view his account details, transaction history, order drafts, electronically make payments, transfer funds, check his account position and electronically communicate with the bank through the Internet for which he may have wanted to visit the bank branch. Net banking helps a bank spread its reach to the entire world at a fraction of the cost Phone Banking: This means carrying out of banking transaction through the telephone. A customer can call up the banks help line or phone banking number to conduct transactions like transfer of funds, making payments, checking of account balance, ordering cheques, etc. This also eliminates the customer of the need to visit the bank’s branch. Mobile Banking :
Banks can now help a customer conduct certain transactions through the Mobile Phone with the help of technologies like WAP, SMS, etc. This helps a bank to combine the Internet and telephone and leverage it to cut costs and at the same time provide its customer the convenience. Thus it can be seen that tech savvy banks are tapping the entire above alternative channels to cut costs improve customer satisfaction SMS Banking
Kotak Mahindra Bank's SMS Banking service enables you to access your bank account, investment account and demat account on your Mobile Phone. Now get latest update on your account balance, salary credits, large debits, large credits, holding value and much more, on your mobile anytime.
INTERNET BANKING INTRODUCTION The Internet banking is changing the banking industry and is having the major effects on banking relationships. Internet banking involves use of Internet for delivery of banking products & services. It falls into four main categories, from Level 1 - minimum functionality sites that offer only access to deposit account data - to Level 4 sites - highly sophisticated offerings enabling integrated sales of additional products and access to other financial services- such as investment and insurance. DRIVERS OF CHANGE
Advantages previously held by large financial institutions have shrunk considerably. The Internet has leveled the playing field and afforded open access to customers in the global marketplace. Internet banking is a costeffective delivery channel for financial institutions. Consumers are embracing the many benefits of Internet banking. Access to one's accounts at anytime and from any location via the World Wide Web is a convenience unknown a short time ago.
The primary drivers of Internet banking are: · Improve customer access · Facilitate the offering of more services · Increase customer loyalty · Attract new customers OTHER SERVICES BANKING HOURS Kotak Mahindra Bank Account holders have been able to infer that Branch Banking is the second most Frequent Point of Interaction with the Bank. The Average Banking Hours is a very important aspect associated with any Bank. In today’s fast paced life where people who hold Accounts with the Bank are busy working it is important that they can find a way to visit the Bank without having to miss out on work.
So go ahead and give someone the perfect gift! No Kotak Mahindra Bank account required . be it a shopping mall. this is a big boon for people who cannot take the time out to visit the Bank during the normal working hours and is also very handy during emergencies. 365 Days Branch and the facility of Sunday Banking.The Average Banking Hours of Kotak Mahindra Bank is from 9am to 7pm. Sunday Banking is very useful for people who are busy throughout the week and the only day when they find the time is Sunday. Kotak Mahindra Bank is the only Bank which offers a 24 Hour Branch in India. the Bank is open to the public for ten hours. It lets your loved ones choose their own gift or shop or enjoy at any place that accepts Visa cards.the prepaid card from Kotak Mahindra Bank. the 365 Day Branch of Kotak Mahindra Bank is also unique and the only other Bank offering this service is ABN Amro . Best Compliments Card – the perfect gift Introducing Best Compliments Card . a restaurant or a multiplex. Apart from the Average Banking Hours Kotak Mahindra Bank offers to it’s Account holders 24 Hour Branch. these people can visit the Bank after their Office finishes. Other Banks offering this service apart from Kotak Mahindra Bank are ABN Amro and CITIBANK. These timings are convenient for especially those Account holders who are working. this Branch is open regardless of the fact that it is a Sunday or a public holiday.
Not restricted to a single brand or outlet .accepted at over 3 lakhs merchant establishments in India that accept Visa cards Can be used at your convenience . As of ATMs March 31. India. in 320 the Bank’s distribution network was at 761 Branches and 1977 ATMs in 327 cities as against 684 branches and 1. The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited'. 2008. Against the regulatory approvals for new branches in hand. as part of the RBI's liberalization of the Indian Banking Industry in 1994.7 million and total cards issued . During the year. the Bank expects to further expand the branch network by around 150 branches by June 30. 2008.605 cities as of March 31. with its registered office in Mumbai.no need to spend the entire value in a single purchase Attractively packaged and ready-to-gift Available at all Kotak Mahindra Bank branches Valid for two years from date of issue of card COMPETIVE PROFILE HDF C BA N K The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector. HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995. the Bank stepped up retail customer acquisition with deposit accounts increasing from 6. 2007.2 million to 8.
3% and net non-performing assets at 0. The Bank’s provisioning policies for specific loan loss provisions remained higher than regulatory requirements. The transactional banking business also registered healthy growth With cash management volumes increased by around 80% and trade services volumes by around 40% over the previous year.Whilst credit growth in the banking system slowed down to about 22% for the year ended 2007-08.2 million.1% with retail advances growing by 38. Portfolio quality as of March 31.4% of total customer assets. implying a higher market share in both segments. the Bank’s net advances grew by 35.6% and wholesale advances growing by 30%. 2008 remained healthy with gross nonperforming assets at 1.(debit and credit cards) increasing from 7 million to 9. .
HDFC BANK PRODUCT AND CUSTOMER SEGMENTS PERSONAL BANKING Loan Product Deposit Product Investment & Insurance • Auto Loan • Loan Security • Loan Property • Personal loan • Credit card • 2-wheeler loan • Commercial vehicles finance • Home loans • Retailbusiness banking • Tractor loan • Working Capital Against Against • Saving a/c • Current a/c • Fixed deposit • Demat a/c • Safe Deposit Lockers • Mutual Fund • Bonds • Knowledge Centre • Insurance • General and Health Insurance • Equity and Derivatives • Mudra Gold Bar .
Finance • Construction Equipment Finance • Health Finance • Education Loan • Gold Loan Cards Payment Services Access To Bank Care • Credit Card • Debit Card • Prepaid Card • NetSafe • Merchant • Prepaid Refill • Billpay • Visa Billpay • InstaPay • NetBanking • OneView • InstaAlert MobileBanking • ATM • Phone Banking • Email Statements • Branch Network ------------------------------Forex Services ------------------------------• Product & Services • Trade Services • Forex service • DirectPay • VisaMoney Transfer • e–Monies Funds Transfer • Online Payment of Direct Tax Electronic .
Branch Locater • RBI Guidelines WHOLESALE BANKING Corporate Small and Medium Enterprises Financial Institutions and Trusts BANKS Sub– Membership submembership • Fund Transfer • ATM Tie-ups • Funded Services • Non Funded Services Services • Internet • Funded Services • Non Services Funded • Clearing • Specialized Services • RTGS added services • Internet Banking • Value Added • Value .
Banking • Corporate Salary a/c • Tax Collection Financial Institutions Mutual Funds Stock Brokers Insurance Companies Commodities Business Trusts HDFC BANK Market Strategy Emphasizes The Following: .
Products and Services – HDFC Bank Product range: The following is the product range offered at HDFC: While various deposit products offered by the bank are assigned different names. • Continue to develop products and services that reduce bank’s cost of funds. • Leverage our technology platform and open scaleable systems to deliver more products to more customers and to control operating costs. • Develop innovative products and services that attract the targeted customers and address inefficiencies in the Indian financial sector. • Focus on high earnings growth with low volatility. Demand deposits: . the deposit products can be categorized broadly into the following types. Definition of major deposit schemes are as under: 1. • Maintain current high standardsfor asset quality through disciplined credit risk management.• Increase market share in India’s expanding banking and financial services industry by following a disciplined growth strategy focusing on quality and not on quantity and delivering high quality customer service.
and one also gets a free ATM card. a) Savings Account: "Savings Deposits" means a form of Demand Deposit which is subject to restrictions as to the number of withdrawals as also the amounts of withdrawals permitted by the bank during any specified period. Term Deposits: "Term Deposit" means a deposit received by the bank for a fixed period withdraw able only after the expiry of the fixed period and includes deposits such as Recurring / Double Benefit Deposits / Short Deposits / Fixed Deposits / Monthly Income Certificate / Quarterly Income Certificate. bill payment facilities. 3. HDFC provides with saving bank account with the usual facilities. 2. Notice Deposit: ''Notice Deposit'' means Term Deposit for a specific period but which can be withdrawn on giving at least one complete banking day's notice."Demand Deposits" means a deposit received by the bank which is withdrawn able on demand. intrbranch banking. 4. phone banking and mobile banking. Current Account: "Current Account" means a form of Demand Deposit wherefrom withdrawals are allowed any number of times depending upon the balance in the account or up to a particular agreed amount and will .
even if one’s Savings Account runs a bit short. 6. . These are given to salaried people. These accounts are opened by the employer for the employees to deposit the salary of the employee directly to the account. monthly account statements. Sweep-In Account:A Fixed Deposit linked to one’s Savings Account. free Demat Account and lower interest rates on loans 7. and Inter-branch banking. enhanced ATM withdrawal limit. The excess funds in the account are directly transferred to the fixed deposit account of the account holder. priority locker allotment. Corporate Account:These are more commonly known as Salary Accounts. who’s you’re the one point contact. HDFC Bank Preferred:A preferential Savings Account where in.also include other deposit accounts which are neither Savings Deposit nor Term Deposit. One also get privileges like fee waivers. These are account in HDFC bank with zero balance. one is assigned with a dedicated Relationship Manager. So. The money is automatically swept in to one’s Savings Account from one’s Fixed Deposit Account. 5. The account holder gets a personalized cheque book. one can issue a cheque (or use ATM Card).
11. you can access your funds while your fixed deposit continues to earn high interest. outstation cheque clearing facility. 25000/-. by maintaining these shares in electronic form. get cash delivery/pick-up up to Rs. HDFC Bank Plus: Apart from Regular and Premium Current Accounts HDFC also has HDFC Bank Plus. Super Saver Account: It gives one an overdraft facility up to 75% of one’s fixed deposit. The shares held by the customer are protected from damage. 50 lakh every month at no extra charges. One can also avail cheque clearing between the four metros. In an emergency. Demat Account: One can conduct hassle-free transactions on the stock market for one’s shares. home delivery of demand drafts. One can transfer up to Rs.8. 10. 9. between the four metros. This account can be accessed through Internet too. loss and theft. at-par cheque. a Current Account and then something extra for the HDFC bank customers. etc. Loans: .
Application can be made individually or jointly. tiling and flooring. HDFC finances up to 85% of the cost of renovation (100% for existing customers) subject to market value of the property. used car loans. grills and aluminum windows. Loans are sanctioned with easy documentation and quick delivery. plumbing and electric works.There are a variety of loan schemes offered like personal loans.Home loans for individuals to purchase (fresh / resale) or construct houses. Purpose External repairs Tiling and flooring Internal and external painting Plumbing and electrical work Waterproofing and roofing Grills and aluminum windows . new car loans. HDFC finances up to 85% maximum of the cost of the property (Agreement value + Stamp duty + Registration charges) based on the repayment capacity of the customer Home improvement loan HIL facilitates internal and external repairs and other structural improvements like painting. consumer loans. These are available with easy payback in monthly instalments. loan against shares. two wheeler loans. waterproofing. Home Loan . and home loans.
• • • Maximum loan 85% of the cost of extension Maximum Term Applicant and Co. All the terms are the same as applicable to Home Loan. The rate on your loan will be revised every three months from the date of first disbursement. will have to be co-applicants. Waterproofing on terrace Construction of underground/overhead water tank Paving of compound wall (with stone/tile/etc. if there is a change in RPLR.) Home extention loan HEL facilitates the extension of an existing dwelling unit. or even enclosing an open balcony. the interest rate on your loan may change. Proposed owners of the property. the . a larger bathroom.owners. However. • Purpose HDFC Home Extension Loan makes it convenient for you to extend or add space to your home.Applicant to the loan 20 years subject to your retirement age • Home Loans can be applied for either individually or jointly. However. the co-applicants need not be co. Be it an additional room. Adjustable Rate Home Loan • Loan under Adjustable Rate is linked to HDFC's Retail Prime Lending Rate (RPLR).
ICICI has a very compelling growth story ahead of it as Indian economy continues to boom. I would start buying here on dips maybe in one-thirds or one-fourths. If the interest rate increases. Investment Rationale : of financial services & products ranging from commercial banking to investment .EMI on the home loan disbursed will not change*. mutual fund to insurance. The GDP growth in India has been an average 8% for the last 3 years. ICICI Bank offers a complete spectrum banking . if I were to build a new position in ICICI.Together with it’s subsidiaries . It is a pan-India player with around 950 branches (including recently acquired Sangli bank). Although I think that the market has some more downside left to it. ICICI BANK ICICI Bank is the largest private sector bank & the second largest bank in the country in terms of assets. and viceversa. The bank has boosted it’s overseas operations in the last three years and now has presence in 18 countries either through subsidiaries or representative offices . the interest component in an EMI will increase and the principal component will reduce resulting in an extension of term of the loan.
• Retail banking though slowed down will remain focus area for ICICI Bank • Massive scale up in international banking • Innovate approach to tap potential in Rural & SME sector • Robust non-interest income compensating for slower growth in Net Interest Income • Sangli Bank acquisition will help the bank to improve CASA deposits . People and Physical evidence – brought to life by ICICI • Product Innovation – Put the ‘customer first’ in the true sense . MARKETING STRATEGY OF ICICI BANK : • India’s second largest bank • 614 branches and extension counters • 2200 ATM’S • Biggest private sector bank in India • Most valuable bank in India in terms of market capitalization • Described by the competitors and industry expert in one word – “Aggressive” First In The Industry • Introduced concept of branding in the Indian banking industry • Process.ICICI Bank will remain a one of the most fancied stocks among the investors who believe in India’s long-term growth story.
• Cash on the celebrity fever – Introduced the concept of brand ambassadors • Introduction of DSA’s and DST’s • Unleashed the power of the internet – introduced the concept of net banking and e-mail marketing • First bank to focus on retail banking as a driver for growth • Comprehensive data centre availability & data protection solutions In effect – changed and shaped the Indian Banking Industry Focus Areas Of Marketing Efforts • Target marketing and customer acquisition • Share of wallet • Channel strategy and management • Relationship management and database marketing • Product development & innovation • Credit approval Basis For Segmentation • Occupation = Different products for different occupational segment identified • Income = Minimum balance serves as a income segment barrier • Geographical .
total financial solution provider (brought about through its cross selling effort) • Modernization – process and physical evidence – technology as the backbone and accelerator • ICICI bank is absolute appalling. Their slogan of “Hum hain na” is very apt. only that it applies to their customers (i. • ICICI bank the most amazing bank with a punch line as “Hum Hain Na”. . i think they mean ” Hum hain . us poor mortals).e.= Concentrated on Tier 1 & Tier 2 Cities trying to extend reach • Age = Different products like student account. credibility.-na (not available)” • (Earlier I was with ICICI) I must say they rock. Targeting: Differentiated marketing strategy: • Tailors its marketing campaigns to meet the needs of its target prospects • Creates differentiated product offering for different segment • Use of technology in tracking customer segment. very good bank with great customer support. Positioning: • Core proposition – ‘Hum hain na’ – trust. Hum hain na &&& to bank with ICICI.
35% Branch Blue.47% ATM .DISTRIBUTION STRATEGY & CHANNEL STRATEGY OF ICICI BANK DISTRIBUTION STRATEGY: • Cross selling of products as a major area of focus • Creation of concept of DSA (Direct Selling Agent) • Creation of concept of DST (Direct Selling Team) • Effort on the part of the bank to reach the customer rather than waiting for the customer • Use of internet. mobile. ATM’s and other technological device to reach and serve the customers • CHANNEL STRATEGY: Red.
1) PROMOTION STRATEGY: • Corporate branding • Product branding Brand: result of customer interactions As Brand exists in the customers’ mind.Green – 6% Call centers Violet. OUT-DDOR ACTIVITIES. Hence. Product Promotion: • Aimed at generating sales • Communicates product features and benefits • Mainly through print media . every interface between our company and the customer is a medium for building Brand. Every kind of interaction with the customer that they can relate to our brand name leaves behind some perception that contributes to.7% COPS PROMOTION STRATEGY. or detracts from Brand. Brand is entirely the product of customer experiences. PUBLIC RELATIONS. OTHER INITIATIVES OF ICICI BANK. ADVERISING.5% Internet Yellow.
To deliver communication that is uniform in its message and yet customised for specific target audiences • Media relations – Press conferences – Press Releases – 1-1 interviews • Investor relations • Analyst relations • Government relations 3) OUT-DOOR ACTIVITIES : Need to be seen…everywhere!!’ • Events at corporate campus • Promotional material at channel partner outlets • Billboards • Signages • Kiosks in residential and commercial complexes .RELATIONS : Purpose .• Point of purchase promotion tools for different products to reach the relevant customer segment. 2) PUBLIC.
4) OTHER INITIATIVES : • In-film promotions – Baghban – Alliance with Amway India for launch of the international credit card. The card will enable Amway distributors to purchase Amway products and earn and redeem reward points – Indian Railways Catering And Tourism Development Corporation. in conjunction with ICICI Bank. offering • Co-Branding Initiatives . announced the launch of mobile payments and ticketing system.
. • Cross brand associations .IRCTC customers to book railway tickets via SMS and make payments through their ICICI Bank account.acquiring databases of high net worth clientele of lifestyle products : Tie-up with ‘Woven Hues’ • Young Stars Account – Promotion through tie-up with Cartoon Network. ICICI Bank brings banking at the doorstep. and in-series promotion through Tom & Jerry • Seminars in partnership with media channels Products and Services – HDFC Bank ICICI Bank offers wide variety of Deposit Products to suit customer requirements. Coupled with convenience of networked branches/ over 1800 ATMs and facility of E-channels like Internet and Mobile Banking.
SAVINGS ACCOUNT ICICI Bank offers customers a power packed Savings Account with a host of convenient features and banking channels to transact through. • Normal Savings Account • Special Savings Account • Senior Citizen Accounts • Young Stars Accounts • Women Accounts Normal Savings Account: The Normal savings Account that ICICI offers has the following salient features . without the stress of waiting in queues. ICICI Bank provides its customers with various types of savings accounts keeping in mind different needs of different people. So now customers can bank at their convenience.
On a given day balance in the account may drop to zero. . Special Savings Account: The Special Savings Account has been designed keeping in mind the specific needs of organizations such as Trusts. Ncash debit cum ATM card: It is an international 2-in-1 card that enables customers not only to withdraw cash from ICICI but also from a non ICICI VISA ATM’s further it allows customers to shop at various merchant outlets accredited to VISA across the globe.000 and make cash deposits up to Rs. Customers have the power to withdraw cash up to Rs. 3. Associations. 50.000 as well. 4.000 per quarter. Minimum Balance: Customers need not maintain a daily minimum balance in their account. pay utility bills.1. Customers need to maintain an average balance of Rs. Anywhere Banking: Opening an account with ICICI is not exclusive to the branch the customer has walked into. 50.750 per quarter. this allows customers all their funds at their disposal. customer enjoy the power of banking at any of the branches throughout India.5. make fund transfers between self accounts as well as third party at the click of the mouse. Societies. 2. Internet Banking: This is a value added service that the customers are offered free of cost it allows them to check their account balance. Non-maintenance of the minimum average quarterly balance attracts a fee of Rs.
It provides organizations solutions with added value and is ideal for tax exempted entities. the terms of the fixed deposit can be specified.000 for a time period of one year.000 on a single day apply.000 are transferred to a fixed deposit in multiples of Rs.Councils. All balances in the saving account above Rs. The funds however continue to be accessible around the clock through ATM. Quantum Optima Facility: Quantum Optima facility combines the liquidity of a saving account and high returns of Fixed Deposit. Clubs etc. 2. For all other centers a cap of Rs. Multi-City Cheque Book: This facility allows its customers to skip the traditional way of transferring funds to other cities through a demand draft. There will be no limit to the value of cheque issued on a single day at RBI clearing centers. sufficient amount is transferred back from the fixed deposit by breaking in units of Rs.10.1.5. 00. Whenever the saving account balance falls below the specified limit.000 on last in first out basis. The Special Savings Account has the following salient features 1.25. The cheques are payable at par at designated ICICI Bank branches across the country. All chequrebooks are personalized. The Special Savings Account holder are issued two separate chequebooks for local and outstation use. and also through cheques. This facility is available to those . thereby not only saving on time but also saving on draft commission.
-Inward remittance through Money2India for approved trusts.employees who do not use the overdraft facility. Others: . However one the overdraft is regularized this facility can be resumed. 3.Internet Banking . The salient feature of the Senior Citizen Account are . -Payroll processing for employees of the organization through ICICI Bank Salary Accounts. -Free collection of outstation cheques. -Free monthly account statements. Senior Citizen Account: The Senior Citizen Account has a few services that the Normal Savings Account does not offer. -Free Anywhere banking .
You can give us various types of standing instructions like transferring to fixed deposit accounts at regular intervals.000 across all ICICI Bank branches. aged 1day -18 years. It offers various savings and . The upcountry cheque collection facility for locations with ICICI Bank presence free of charge to the Senior Citizen customers.This facility entitles the account holder to withdraw or deposit cash upto a limit of Rs. Demand Loan / overdraft against deposits will be upto 90% of the deposit.000 only.• • Higher Interest Rates.50. The ICICI Bank Ncash debit card is a debit-cum-ATM card providing you with the convenience of acceptance at merchant establishments and cash withdrawals at ATMs. Interest is payable half-yearly. Nomination facility is available. Auto Invest Account Internet Banking is offered free of cost. • • • • • • • • • Young Stars Account: Young Stars is a banking service for children. Non-maintenance of the minimum average quarterly balance attracts a fee of Rs 750 per quarter. An average quarterly balance of Rs 5. brought to you by ICICI Bank to help the parents meet the present and future aspirations that they hold for their child. Anywhere Banking .
Option of a Savings Bank account. A special Recurring Deposit account with additional features as below: i The parent would put forward the desired amount to be earned at the end of the tenure . 3. Minimum balance at Rs.per quarter for Savings Bank. 500/.investment options to the parent along with teaching the child to manage his/her personal finance in a more responsible and independent manner. fun zones and special pages on the internet. You can even open a recurring deposit in your child's name. Young Stars will guide your child through the world of banking -through checking the account balance. you can access your child's account with all the fun links to special zones designed to suit your child's area of interests and also impart knowledge on the current events of the world. 2. It makes banking a pleasure and of course teaches your child to manage their personal finances. Salient features: 1.With the pocket money that you transfer to your child's account. Fixed Deposit account or Recurring Deposit account. Once you are done with your 'banking'. you can even shop with him / her at Young Stars very own shopping page.
Free Internet banking. Facility to transfer funds from parent account to kid account to enable parents to inculcate savings habit amongst children. Facility to invest in GOI Relief Bonds and Mutual Funds. as GOI Relief Bonds have been discontinued. Free personalized chequebook Free Domestic Debit Card* for the child above the age of 10 years with features as below: a b c 6. books. computers. Daily withdrawals limits of Rs. toys etc. 8.000/Special privileges across select alliance partners outlets.000/- Daily spend limits of Rs. the bank staff would then back calculate the installments to be deposited now till maturity. Alliances with various partners to meet the child's needs in varied interest areas such as clothing. .ii Based on the prevailing rate of interest. a b Separate user ids and passwords for both parents and children Access to special zones and links to related websites for making internet banking a memorable experience. 1. 4. 9. 10. 5. 1. music. Facility of transferring funds from the Young Stars accounts to the RD to enable the parents to let their child earn more. 7.
* Available for children above the age of 10 years only. all features of the existing bank account are available with this account as well such as •Free international debit card •Internet Banking •Phone Banking . Women’s Account: The features of the account have been specially designed keeping in mind a woman's financial requirements. These include A) Recurring Deposits B) Financial planning of children C) Family Shield Insurance In addition to these.
or just to buy that gold necklace you always wanted. marriage.4 lac (in case of air accidents). Financial Planning for Children . your child/family can be insured for an amount of Rs.60/-. 2 lac (in case of surface accidents) or Rs. festivals. by keeping aside a small fixed amount every month Family shield insurance •Ensures the security of your family through a personal accident insurance policy •For an yearly premium amount of Rs.•ATM's Recurring deposit • A small amount of money saved every month can grow to a large amount over a period of time •No Tax deducted at source •Can be used for your future expenses like your child's education.
• Is meant for convenience and not to save money. ICICI Bank offers premium quality service.special account for kids to promote the savings habit in them can be opened for just for a minimum balance of Rs.500 per quarter.A "Young star" account . public corporations etc. Institutions. . Public authorities. unfolding a wide array of class products. Any business that has numerous banking tranactions need a current account as it • Allows running account supporting unlimited withdrawals and deposits. The account has the following features •Free differentiated debit card for them •Free differentiated cheque book •Free internet banking •Facility to transfer funds from parent account to kid account to enable parents inculcate savings habit in children Current Accounts: Every business requires efficient banking facilities to support its business activities. Joint stock companies. With technology leadership and service the bank is able to meet some of the most challenging financial needs of clients. A Current Account is one that is required by Businessman.
Benefits of current account • • • • • • • • • Unlimited Withdrawal and Deposit Unlimited Cheque book Demand Drafts and Payorders Funds Transfer ( Local or Anywhere) Collection of Cheques/ Drafts Statements.Pick up and delivery of Currency / Cheque Mobile Banking • Made 2 order Current Account: Made2order current account.Advices. allows the . Daily statement by e-mail Cash withdrawal and Deposits Call center Internet Banking Added features of Current Account • • • Multicity Cheque payment facility at over 155 centers Anywhere Banking facility Doorstep Banking . unlike the normal current account which is based on the quarterly balance.
customer to have customized current account based on the business requirement. A personalized schedule of charges is derived for each customer based on: • Service Required • QAB as agreed to be maintained in the account • Float expected in the account The made2order customers based on the services required maintain the required QAB or pay scaleable volume driven fees for the services utilised. The made2order current account is totally flexible and can be adapted to changing business requirement. without having the requirement to Current Accounts have specific requirement of Quarterly Average Balance (QAB) maintenance and inturn offer various facilities free of cost to the customer based on the QAB. Some of the other facilities offered under made2order current account are as mentioned below • Multi City Cheque Facility • Anywhere Banking Facility • Upcountry Cheque Collection • Pay Orders and Demand Drafts .
. In simpler words we may say that an escrow a/c is a third party arrangement to ensure performance of certain obligations between certain parties and operated in terms of an underlying agreement.• Corporate Care Service • Doorstep Banking Facility • Internet Banking Facility • Debit/ ATM Card • Mobile Banking • More Useful Facilities You can be in touch with your Solution Manager for structuring your current account. Escrow Account: An Escrow Account refers to assets or revenue streams held in safe custody as safety against a contingent situation of nonfulfillment of a contract. as defined in the terms of the agreement. The account will be a current a/c without cheque drawing facility or a Fixed Deposit account.
purchase & sale of land. So while customers take care of their business. Roaming Current Account Only Roaming Current Account from ICICI Bank travels the distance with customers business.g. custody. in a borrower lender arrangement. Product Features :- . The following reasons enumerate why Escrow accounts are opened: • • • • • Provides greater security & comfort Trapping of identified cash flows Regulatory requirements Custody of cash / documents Ease of monitoring The funds in the Escrow a/c are held for the benefit of the Beneficiary of the a/c rather than person / company in whose name the a/c is opened. banking needs are well taken care of. takeovers. Buy-back of shares. Securitisations. project financing. With advanced technological features such as MCC and LCC. ICICI Bank’s Roaming Current Account simplifies banking for them.Escrow a/c's are typically used for lending arrangements. etc. For e. litigations. the a/c name is "Borrower .Escrow a/c" and the funds deposited are that of the borrower but the funds are held in the escrow a/c for the benefit of the Lender . customers can access their accounts at over 500 networked branches across the country.. Source code (used in software) custody. M&A's.
without netting debits against credits. • As it is a real-time settlement system. that is. the system effects final settlement continuously rather than periodically at pre-specified times provided that a sending bank has sufficient covering balances or credit. It is a gross settlement system where transfers are settled individually.• • • • • • • • • • Choose your account Multi City Cheque Facility Anywhere Banking acility Upcountry Cheque Collection Pay Orders and Demand Drafts Phone Banking Facility* Doorstep Banking Facility Internet Banking Facility Debit/ ATM Card Mobile Banking Real Time Gross Settlement (RTGS) system: • RTGS is a payment system in which both processing and final settlement of funds transfer instructions take place continuously in real time. .
during the day. In RTGS system. or so-called finality. enabling them to use the funds immediately without exposing themselves to risk. This is in contrast to net settlements where payment instructions are processed throughout the day but inter-bank settlement takes place only afterwards typically at the end of the day. In this system payment instructions between banks are processed and settled individually and continuously throughout the day.RTGS system can be characterized as a funds transfer system that is able to provide continuous intra-day finality for individual transfers. . payee banks and their customers receive funds with certainty.
Industrial Development Bank of India. The expected cost of transactions routed through the switch is to be under 10 rupees (21 cents U. The idea of establishing ATM interconnectivity through a national switch has been approved by the information chiefs of various Banks. due to the high volumes of transactions -almost 100.000-odd ATMs. has planned to set up a national switch to hook up all of the country's 10. CASH NET It is an Alliance between Citibank. Kotak Mahindra Bank and UTI Bank.) each. .000 per day. IDBI Bank received permission from the Reserve Bank (RBI) to serve as the network's settlement bank.S. This is the country's first independent shared ATM network. a group established by the Reserve Bank of India (RBI) in 1996.STRATEGIC ALLIANCES ENTERED BY KOTAK MAHINDRA BANK NATIONAL ATM ALLIANCES The Institute for Development and Research in Banking Technology (IDRBT).
Kotak Mahindra Bank and REDIFF. The services offered include detailed information on various deposits.com India and Kotak Mahindra Bank have entered into an alliance to provide online and offline banking and related services to the Indian consumer. credit cards. The Alliance would constitute about a third of the total card base and 15 percent of the ATM base in the country.com. Users will be able to directly interact with the bank and request for products online .com REDIFF.Cash net will give access to more than 1. The alliance will enable information on the entire range of the banks consumer banking products to be made available to the 6.300 ATMs for more than 6 million debit cardholders of the member banks. loans and mortgages. mutual funds and insurance products of the bank.4 million online customers of Rediff.
and can compare their experiences of Kotak Mahindra Bank with banks they have previously and are currently dealing with.Survey Conducted on 50 Respondants ♣ DURATION WITH BANK DURATION WITH BANK Less than 6 months 3% Over 2 years 17% 6 months to 1 year 30% 1 to 2 years 50% The study of 50 Kotak Mahindra Bank respondents consisted of a majority of customers who had been with the Bank for a reasonable amount of time. the rest 97% have had the opportunity to know about the strengths and weaknesses of the Bank. Another inference that we can draw from this study is that couple of years the Bank has been actively acquiring new customers as from the survey we can see that about 80% of the customers have opened their accounts during . This is good as these customers have had the opportunity to properly access the service level of the Bank. Out of the total respondents only 3% have been with the Bank for less than 6 months.
From the study conducted the factor which has come out strongest in this regards is the “Other Reasons” getting 44% of the responses. going deeper into this response by asking the respondent what is the factor they include in this Other Reasons is that most people are not the deciding factor when they . ♣ REASON FOR CHOOSING BANK REASON FOR CHOOSING BANK Recommended by Family/Friend 44% 34% Brand Name/Reputation of bank Advertisement 6% 0% Branch near Office/Residence Other Reasons 16% If the Bank could get to know of that very compelling factor that convinced the customer to open the account then the Bank could use this in its favor to attract more customers. The reason for this could be that during the past two years the Bank has been able to convince many prospective customers about the superior service it is able to offer in comparison to competing Banks.the past two years. Another reason could be that the customer base of the Bank has increased due to sheer word of mouth of the Banks millions of satisfied customers.
From the study we can see more than half (more than 50%) of the total respondents feel that they interact most with the Bank with the help of ATM. The customer’s salary accounts are created by the companies in which they work. .open a saving account. this is done so by their employers. MOST FREQUENT POINT OF INTERACTION WITH THE BANK MOST FREQUENT POINT OF INTERACTION 30 25 20 15 10 5 0 Visit Branch ATM Phone Banking 6 0 Drop Box 2 Internet Banking 0 Door Step 16 26 The Banks are very interested to know the most popular Point of Interaction with the Bank as if the Bank is lacking in one of these steps can be taken to make the situation better. Kotak Mahindra Bank is unique in an aspect that it follows the “Any Branch Banking” wherein the Account holder can use any of the Banks 156 Branches all over the country. Hence the importance of ATM cannot be overstated. The Second most popular point of interaction that arises from the study is the Branch with 32% of the respondents favoring this option.
In the study it was seen that customers have mixed feeling when it comes to Phone Banking as sometimes they do not find it as an effective alternate to traditional forms of Banking. Internet Banking is the most modern means of Banking available to the customers but due to the general perception that this medium is not safe it is not used by many people.An aspect that customers really appreciate is the 24 hour Branches and the 365 Days Branches of Kotak Mahindra Bank. As for a 365 Day Branch the only Bank having this facility apart from Kotak Mahindra is UTIBank. The third most Frequent Point of Interaction is Phone Banking with 11.5% of the respondents favoring this medium. . The forth most Frequent Point of Interaction with the Bank is Internet Banking with 4% of the respondents favoring this medium. Phone Banking is one of the new age Banking techniques. It is in it’s infancy in India and people have not taken to it as is the case in other Developed Countries in the World. The 24 Hour Branch of Kotak Mahindra Bank is located at sector 18 noida apart from these Branches in Mumbai and other cities in India. Kotak Mahindra Bank is the only Bank which has the facility of a 24 Hour Branch. In our study only 60% of the total respondents have at least once used Internet Banking.
This is a very important finding because this shows the effort Kotak Bank puts in providing their customers a superior service has not gone waste. More than half of the total respondents (52%) say that they are somewhat satisfied with the overall service of the Bank. Kotak Mahindra Bank has scored very well in this regard.The two options which were not favored by any respondents as the most Frequent Point of Interaction are Drop Box Facility and Door Step Banking . The most important thing is that no respondent has complained that they are overall dissatisfied with the bank. About 30% of the total . OVERALL SATISFACTION LEVEL OVERALL SATISFACTION LEVEL 30 25 20 15 10 5 0 Very Satisfied Somewhat Satisfied Neither Satisfied nor Dissatisfied 14 10 0 Somewhat Dissatisfied 0 Very Dissatisfied 26 Any service provider would want their customers to have a high Overall Satisfaction level.
. etc. Any paining experience can have a lasting impact on the mind of the customer. But even today the most lasting impact about any Bank comes from the customers experience with the Bank Staff. today’s Banks are spending a huge amount of money on technology. improvement in infrastructure.respondents say that they are Very Satisfied with their Overall Experience with the Bank.Qualified) 25 20 15 10 5 0 Very Satisfied Somewhat Satisfied Neither Satisfied nor Dissatisfied Somewhat Dissatisfied 15 10 2 0 Very Dissatisfied 23 Banks are institutions which are backed up by a large amount of capital. Hence Banks should train their employees to maintain good relations and be cooperative with the customers. Hence about 82% of the Respondents are Satisfied with their Overall Experience with the Bank. this can force him to change Banks or even discourage others from joining the Bank. The study is showing a very good Overall Satisfaction Level by the Account holders SATISFACTION LEVEL WITH BANK STAFF SATISFACTION LEVEL WITH BANK STAFF (Courtesy.
The respondents who were Neither Satisfied nor Dissatisfied are 20% of the total. The number of respondents who were Very Satisfied represented 30% of the total respondents while those who were Somewhat Satisfied were 46% of the total. SATISFACTION LEVEL WITH BANKING HOURS (10 am to 7 pm) SATISFACTION LEVEL WITH BANKING HOURS (10 am to 7 pm) 25 20 15 10 5 0 Very Satisfied Somewhat Satisfied Neither Satisfied nor Dissatisfied Somewhat Dissatisfied 14 10 4 0 Very Dissatisfied 22 From the analysis of the data that has been collected from Kotak Mahindra Bank Account holders we can see that majority of the respondents are satisfied with the Average Banking Hours. . Only 4% of the total respondents included in the study were dissatisfied.From the results of the findings we can see that Kotak Mahindra Bank has been successful in marinating a high level of customer satisfaction with the employees.
In all 72% of the total respondents are satisfied with the Banking Hours of Kotak Mahindra Bank. MOST IMPORTANT QUALITY IN A BANK MOST IMPORTANTANT QUALITY IN A BANK ATMDécor of Bank 0% 12% Courteous Staff 26% Efficient service 62% From the survey of more than hundred respondents belonging to different Banks we can to the conclusion that Efficient Service offered by Banks is considered most important by account holders .The respondents who are Somewhat Satisfied with the Banking Hours consist of 44% of the total. while 28% of the total respondents studied say that they are Very Satisfied. 62% of the respondents felt that the Bank should concentrate more on this service aspect. while 8% of the respondents are somewhat dissatisfied. . The respondents who are neither Satisfied nor Dissatisfied consist of 20% of total number studied.
Internet Banking . but also how technologically advanced the machines are (number of transaction that can be done with the ATM Facility).The next aspect which is considered highly important by the Account holders of various Banks is the Staff of the Bank. The percentage of respondent considering the ATM service as most important were 12% of the total sample size. It is true that today’s Banking far less of Branch Banking as it was the case a few years ago . To judge the performance level of any Bank today it is crucial that the ATM service of the Bank be studied. courteous and qualified to solve the various problems of the Account holders. The percentage of respondents favoring Staff quality as most important was 26% of the entire sample size. But in the minds of the respondents it is very important that the Staff the Bank employs should be cooperative. the Account holders whether in Private/Foreign sector or the Government sector have been provided with ATM facility by their respective Banks. Even phone Banking when customers do not interact in a face to face manner with the Bank employees. this includes not only the number of ATM machines installed by the Bank . On further Questioning it was revealed that they did want well-maintained . Drop Box . The most frequent point of interaction with the Bank is ATM facility. But from the respondents who were questioned none of them said that the Décor/Ambience of the Bank Branch was most important. today Account holders have a constant interaction with non-human interface like ATM machines . the effort Bank undertakes to maintain the machines and also the overall experience of the Account holder with the service.
PRIVATE BANKS PROVIDE SUPERIOR SERVICES COMPARED TO GOVERNMENT BANKS? PRIVATE BANKS PROVIDE SUPERIOR SERVICES AS COMPARED TO GOVERNMENT BANKS ? No 21% Yes 79% The general perception is that the service quality of Private Banks is superior to that offered by Government sector Banks. The most important findings would come from the group of respondents who hold Saving Accounts with both Private and Government run Banks. . as these people would be in the best position to judge the service offered by the Banks.Branches/Other Bank Interaction points but this was not the most important aspect. we wanted to study whether this is a true phenomenon or whether this was just hearsay.
Internet Banking . These services make the life of Account holders much easier. Also these respondents felt that the Banks in the Private sector were much more flexible than their Government counterparts when dealing with customers were concerned. Private sector Banks are much more proactive when it comes to offering it’s customers new-age methods of Banking like ATM Facility .According to this group of respondents the Range of Products that are offered by Private sector Banks are much more diverse than those offered by Government Banks. Private sector Bank customers are offered many freebies and incentives to remain with the Bank. but they still feel it is much better than how Government employees behave. Phone Banking. Overall the result of this question very clearly states that people consider the service level of Private Banks much higher than Government Banks as 79% of the respondents agree and only 21% of the respondents disagree. These Government employees show as if they are doing a favoring on the customer when they do their job. or try new products of the Bank. Another major difference that comes to most of the respondents minds when comparing the Private and Government sector Banks is the Staff Attitude towards the customers. This is never the case with Government Banks. . Sure Private sector Bank Account holders have had problems dealing with Bank Staff.
Customers are categorized and segmented according to their requirements and needs. 3. For Example. Aims to serve all classes of the society from the salaried middle class to the high income business class. 10000. 2. Kotak Mahindra Bank is Leading Bank in the country. 5. the minimum balance requirement is Rs. the EDGE Saving Account aims to serve middle class customers so minimum balance required to be maintained is Rs. it provides a variety of products and services to different segments of customers.Chapter-5 CONCLUSION 1. hence different products designed to suit specific requirements of the above. The Bank aims to serve customers from teenagers to senior citizens. 20000 and Rs. 4. Bank offers the free . While the PRO and ACE Saving Accounts are targeted at high income customers. The Bank prides itself with the ability to provide differentiate products in the crowed market of saving accounts. Customers who are more profitable to the Bank (High Value Customers) are provided special facilities. 75000. Priority Banking is meant to serve these high value customers.
9. These are as follows: • Extended happy hours at certain pubs in Delhi for the Bank’s account holders. The Bank wants it’s customers to transact more through Internet Banking and ATM. 7. The Bank is also involved in marketing activities which serves as a medium of advertisement for the Bank. • Free add-on cards for relatives. Rather than the customers using the branch. special co-branded debit cards (Smart fill Debit Card) which makes its product unique.home baking. anywhere. 6. The Debit Cards provided by the Bank are Internationally Accepted around the world. • Gift Vouchers on making utility payments. such as cell phones. hence giving the customers the convenience to transact anytime. • Free Gifts like caps. 8. pens/wollets to its customers. The Bank has tied up with other Banks so that it’s customers can use other Bank’s ATM facility for free transactions . electricity and MTNL bills.
14. 15. The Bank also provides DEMAT account and also sells Mutual Funds. 11. this provides the Bank and Government additional revenue. But more attention has to paid towards: • Increasing the number of ATM machines. • Improving Internet Banking Facility. The Number One Reason of people choosing Kotak Mahindra Bank is the Brand Name/Reputation of the Bank. Hence it should be careful that the Brand name and Goodwill the Bank has earned is not diluted. Overall the customers appreciate the service and products offered by the Bank and are willing to recommend the Bank to their acquaintances .10. 13. The Biggest competitors of the Bank are ICICI Bank and HDFC Bank and STANDRAD CHARTERED. . The Bank has been very successful in enlarging its customer base during the last couple of years. 12. ATM Facility is most popular way to transact with the Bank.
GENERAL FINDINGS 1. ATM Facility is more widely used by customers belonging to Private/Foreign Banks as compared to Government Banks. 2. Customers value Efficient Service over every other aspect, this is far more important than the number of ATM machines, Staff, Décor of Bank. 3. Reputation of Bank is most important when it comes to choosing especially a Private Bank. 4. The general perception is that Private Banks provides better services as compared to a Government Bank. 5. People realize that Private Banks are as safe as compared to Government Banks. 6. Advertisements and Freebies can be used to attract more customers.
NAME ___________________________________________ ADDRESS ________________________________________ AGE Below 25 years OCCUPATION Business Professional Service Student Others 3 Lakh to 4.5 Lakh ANNUAL INCOME Less than 1.5 Lakh above 5 Lakh 1. Do you hold a saving account? Yes 2. If yes in which banks. No 1.5 Lakh to 3 Lakh 25 to 40 40 to 55 Above 55 years
3. Out of the above accounts which do you use most frequently _________________________ 4. Apart from saving in a bank account where do you invest your money? Land/Property Capital markets (shares, mutual funds, etc) Jewellery Others (please specify)
5. Do you get an ATM/debit card facility from your bank?
6. How many times a week does you use your ATM/Debit Card? Less than 2 time a week 2 to 4 times a week More than 4 time a week
Do you agree with the view that your money would be safer in a nationalized bank rather than a foreign bank? • • • • Strongly Agree Agree Neither Agree nor Disagree Disagree • Strongly Disagree .7.Do you believe that Private/Foreign banks provide superior services than nationalized banks? Yes No 9. What is your most frequent point of interaction with the bank? Visit Branch ATM Phone Banking Drop Box Internet Banking 8.
) offered by banks have a bearing on your decision when you open a saving bank account? Yes No . Are you influenced by advertisements in your choice of bank? Yes No 11. free debit card.10. etc. privileges/discounts on use of debit card. Do additional schemes/benefits (free insurance.
♣ Internet www. com www.com www.economictimes.google. which was gathered through various sources mentioned below: ♣ Various Magazines and Newspapers such as Outlook Financial Times The Economic Times The Times of India The Hindustan Times ♣ Other References Questionnaires. Broachers and various other documents gathered and collected from bank and various other sources such as ATM centers and associates.in www.co.com . Kotak Mahindra Bank. Kotak Mahindra Bank. Journals.BIBLIOGRAPHY There was immense need and flow of the information while conducting the analysis as well as while writing the thesis report.
SYNOPSIS The central bank of India is the Reserve Bank: most large commercial banks were nationalized in 1969. today banks cannot survive only with the Government support. handles some of the Reserve Bank’s roles. since banks lived in the comfort of a controlled environment. the largest commercial bank. Indian Banking Industry today is in the midst of an IT revolution. especially in rural areas. Earlier profitability gained only secondary importance. A combination of regulatory and competitive reasons has led to increasing importance of total banking automation in the Indian Banking Industry. . The superior service levels of these Banks have forced even the Nationalized Banks to wake up to the reality that if they do not live up to the customer’s expectation they will soon cease to exist. However. Cooperatives and credit societies are an important supplement to the private banking industry. The Department of Banking at the Ministry of Finance controls all banking. The Entry of Foreign Banks in the Early 1990’s has brought about a Revolution in the Banking industry. with more being nationalized in 1980. They have to set goals of profitability along with service and set targets and evolve strategies to reach them. The State Bank of India.
with more focus on quality. since the customer has more options in choosing bank. banks in India have started realizing the need to be ‘customer focused’ that in turn leads to ‘customer appreciation’. technology exploitation and personalized services play a crucial role on the banking industry today. At present profitability. the new private sector banks are poised to redefine banking sector in India. The last few years have seen a sea change in banking strategies. Also. instead of . innovative products. development of special manpower. Also. Further. which is imperative for survival and growth. niche banking is new mantra adopted by all. their expectation from the neighborhood bank is increasing. Thus leading to consumerism in the banking sector. In a market that keeps growing in depth and diversity. Thus. The adoption of a specialized customer-oriented focus is fast getting wider acceptability. Though they don’t pose a threat to the existing private banks they will certainly force them to gear up their strategies to remain in the field. capital restructuring and transparency is considered important and significant for banks. since customers are becoming more sophisticated and educated.There is certainly a paradigm shift in banking in India in the recent past. The first change along this line was brought in by the foreign banks with their emphasis on high quality and efficient service combined with technological advantages like satellite banking and tele-banking manned by skeletal staff and lesser number of branches. To sum.
Communication has shifted from branding the bank to branding banking products.targeting an entire market segment. banks have adopted a specific business focus to reach their target audience. convenience. net banking etc have started taking place. especially after the entry of foreign banks and private sector banks which had the advantage of the latest technology. Further. highlighting service commitments. Over the last few years. etc. ATMs. - . consumer durable loans. tele banking. the communication style too has changed with respect to the banking industry. branding of banking products such as home loans.
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