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A Summer Internship Project Report
on
A study on Customer Satisfaction of Net Banking Facilities at
Submitted to
Institute Code: 832
Oakbrook Business School
Under the guidance of

Prof. Anjali Panicker
In partial fulfilment of the Requirement of the award of the Degree of
Master of Business Administration (MBA)
Affiliated to
Gujarat Technology University

Ahmedabad
Prepared by:
Babariya Monika Girishbhai
178320592004
MBA (Semester - III)
July 2018
OAKBROOK BUSINESS SCHOOL
Plot No. 225, Opp. Maharaj Hotel Lane, Jamiyatpura Road, Sarkhej
Gandhinagar Highway PO: Jamiyatpura, Gandhinagar-382423
Gujarat-, INDIA
Student’s Declaration
I Undersigned __Monika G. Babariya__ a student of Oakbrook Business School MBA 3rd

semester, declare that summer internship project titled “A study on Customer Satisfaction of
Net Banking Facilities at Kotak Mahindra Bank” is a result of my/our own work and my
indebtedness to other work publications, references, if any, have been duly acknowledged. If
I found guilty of copying any other report or published information and showing as my
original work, I understand that I shall be liable and punishable by Institute or University,
which may include ‘Fail’ in examination, ‘Repeat study & re-submission of the report’ or any
other punishment that Institute or University may decide.
Enrolment Number Name Sign

178320592004 Monika G. Babariya
Signature and Date

OAKBROOK BUSINESS SCHOOL
Plot No. 225, Opp. Maharaj Hotel Lane, Jamiyatpura Road, Sarkhej
Gandhinagar Highway PO: Jamiyatpura, Gandhinagar-382423
Gujarat-, INDIA
Date: __/__/____
“This is to Certify that this Summer Internship Project Report Titled “A study on Customer
satisfaction of Net banking facilities at Kotak Mahindra Bank” is the bonafide work of Babariya
Monika G.(Enrolment No. 178320592004), who has carried out his / her project under my
supervision. I also certify further, that to the best of my knowledge the work reported herein does
not form part of any other project report or dissertation on the basis of which a degree or award
was conferred on an earlier occasion on this or any other candidate.
I have also checked the plagiarism extent of this report which is ……… % and it is
below the prescribed limit of 30%. The separate plagiarism report in the form of html
/pdf file is enclosed with this.
Rating of Project Report [A/B/C/D/E]: ______
(A=Excellent; B=Good; C=Average; D=Poor; E=Worst)
Signature of the Faculty Guide/s

Prof. Anjali Panicker
Signature of Principal/Director with Stamp of

Institute Dr. Sourbhi Chaturvedi
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Preface
Competition is seen in the economy. Now the present scenario of the business world is quite
different from the past. Ethics, conflicts, new ideologies and energy scarcities are just the few of
characteristics that present quite different from the past.
In order to scope up in the ever changing environment, the knowledge of all aspect of business
world is a need today. M.B.A. Programs and management institution provide a global manager to
this Modern business world. But only knowledge is not for the Business but successful
implementation of the knowledge the key to success.
Industrial knowledge is like a coin, which has two sides. One is theoretical and another is
practical knowledge. Both are very important for report. But in fact practical knowledge is more
important than theoretical.
Hence in order to get familiar with the practical knowledge each student is required to implement
the theoretical aspects of the subject into the practical life work. It was a purposeful and
enriching experience for me. Apart from theoretical aspect, we gained a lot of new things about
practical knowledge. I have made this project to implement the theoretical aspects of the subject
in to a practical work.
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Acknowledgement
This project is the outcome of sincere efforts, hard work and constant guidance of not only me
but a number of individuals. First and foremost, I would like to thanks OBS for giving me the
platform to work with such a company. I am thankful to my faculty guide Prof. Anjali panicker
and also thanks to our director Dr. Sourbhi Chaturvedi for providing me help and support
throughout the internship period.
I owe a debt of gratitude to my company guide Ritu Nagdev and Branch Manager Mr.
Dharmendra Trivedi, Kotak Mahindra Bank, Ahmedabad who not only gave me valuable
inputs about the industry but was a continuous source of inspiration during these two months,
without whom this project was never such a great success.
I would also take the opportunity to thank the entire staff of Kotak Mahindra Bank,
Ahmedabad who helped and shared their knowledge about the industry fort which I am highly
grateful.
Last but not least I would like to thank all my faculty members, friends and well wishes who
have helped me directly or indirectly in the completion of the project.
Monika Babariya
MBA 2017-19
OBS
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Executive Summary
It was a great opportunity for me to do an internship in Kotak Mahindra Bank.
I have done it at Kotak Mahindra bank, Bapunagar Branch Ahmedabad. The internship was
concerned on Digital banking inside and outside the branch. I learned their Digital Banking, 811
Accounts, Clearing Work (Accepting Cheques), RTGS, NEFT, Demat Account, Fixed Deposit,
KYC –Know your customer, travel cards, Sip etc. At the beginning of internship, I felt Quite
easy. But with time challenges started coming. In the beginning, I had set serveral learning goals
regarding the improvement of knowledge and skills on marketing to move further.
The objective of this project was to guide customers to 811, plus making them install the app and
opening the account. Market Research was also done to check the mentality, choice, preferences
of consumers towards Kotak Mahindra Bank. My first activity was to spread the awareness about
811 to customers personally who visited the bank.
I went out in field looking for customers if they wanted to open a Zero-balance account through
811 and telling them the benefits associated with it.
In conclusion, the internship was a useful experience. I gained new knowledge and skills and met
many new people. I achieved many of my learning goals, however for some the condition did not
permit to achieve them as I wanted.
I got the insight of the company. Working there in the company was a great fun and gaining
experience. To prepare myself for my future career I can improve several things. I can work on
my communication skills so that I am able to present and express myself more confidently. I
could perform certain tasks in banking sector.
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Table of Content
Sr. No. Particulars Page No.
Part-1
Cover Page & Title Page
Student Declaration
Company Certificate
College Certificate
Turnitin Originality Report & Receipt
Preface I
Acknowledgement II
Executive Summary III
Table of Content Iv
Part-2
1 Industry Overview 1
2 Company Overview 16
3 Literature Review 25
4 Problem Statement 29
INTRODUCTION OF THE TOPIC
5 31
6 Research Objectives 41
7 Research Methodology 43
8 Data Analysis 46
9 Hypothesis and Hypothesis Testing 64
10 Limitations of Study 67
11 Findings 69
12 Recommendation 71
13 Conclusion 73
14 Bibliography and Reference 75
15 Annexure 77
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1. INDUSTRY OVERVIEW
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Introduction of Banking Industry
The Indian economy is developing as a one of the most grounded economy of the world with the
GDP development of more than 8 % consistently. A most grounded keeping money industry is
imperative in each nation and can have a huge effect in supporting monetary advancement
through productive budgetary administrations. Managing an account segment assume an
indispensable part in development and improvement of Indian economy. After progression the
managing an account industry in India under gone significant changes. The procedure of
progression and globalization has firmly affected the Indian keeping money segment. A steady
and proficient managing an account area is a fundamental precondition to build the financial
level of a nation. Advancement strategy presented in the keeping money part in India prompted
united rivalry, effective portion of assets and presenting imaginative strategies for assembling of
sparing. The capacity of banks to examine its money related position for enhancing its aggressive
position in the commercial center. Most banks in India are at present centering an extending their
administration organize. A developing Indian economy, extending their different sections. After
the proposals of Narshinham Committee report with the passage of numerous private players.
Indian keeping money industry has changed into a client situated market. It presently comprises
of numerous items and client gatherings and different channels of conveyance. It is verifiable
truth that a powerful and effective saving money framework is essential for the long-run
development and improvement of the economy. Along these lines, there is expected to make a
complete report into execution of banks in India. A Banking Sector performs three essential
capacities in economy, the task of the installment framework, the preparation of reserve funds
and the designation of sparing to speculation products.1 Banking industry has been changed after
changes process.
There appears to be no consistency among the business analyst about the root of "Bank"
According to a few creators "Bank", itself is gotten from "Bancus" or "Banque" that is a seat.
The early financiers, the Jews in Lombardy, executed their business on seats in the commercial
center, when, an investor fizzled, his 'Banco' was separated by the general population; it was
called 'Bankrupt'. This historical background is be that as it may, derided by mcleod on the
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Kotak Mahindra Bank
ground that "The Italian Money changers accordingly were never called Banchier in the
medieval times".It is for the most part said that "Bank" has been begun in Italy. Amidst twelfth
century there was an extraordinary monetary emergency in Italy because of war. To meet the war
costs, the legislature of that period a constrained bought in advance on natives of the nation at the
enthusiasm of 5% for each annum. Such credits were known as 'Analyze', 'minto' and so forth.
The most widely recognized name was "Monte'. In Germany the word 'Monte was named as
'Bank' or 'Banke'. As indicated by a few scholars, the word 'Bank' has been gotten from the word
bank.
It is additionally said that the word 'bank' has been gotten from the word 'Banco' which implies a
seat. The Jews cash loan specialists in Italy used to execute their business sitting on seats at
various commercial centers. At the point when any of them used to neglect to meet his
commitments, his 'Banco' or banch or seat would be broken by the furious loan bosses. The word
'Bankrupt' is by all accounts started from broken Banco. Since, the managing an account
framework has been begun from cash driving business; it is properly contended that the word
'Bank' has been started from "Banco'. Whatever be the birthplace of the word 'Bank' as Professor
Ram Chandra Rao says, "It would follow the historical backdrop of managing an account in
Europe from the medieval times".
Today the word bank is utilized as a far reaching term for various establishments carrying on
specific sorts of money related business. Practically speaking, the word 'Bank' implies which gets
cash from one class of individuals and again loans cash to another class of individuals for
premium or benefit.
In reality importance of bank isn't indicates in any control or act. In India, diverse individuals
have distinctive sort of importance for bank. Typical pay worker knows methods for bank that it
is a sparing establishment, for current record holder or businessperson knows bank as a money
related foundations and numerous other. Bank isn't revenue driven making, it makes sparing
action in compensation worker.
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Meaning of Bank:
A Bank is an organization which acknowledges stores from the overall population and stretches
out advances to the family units, the organizations and the legislature. Banks are those
foundations which work in cash. In this manner, they are cash brokers, with the procedure of
advancement elements of banks are additionally expanding and broadening now, the banks are
not almost the merchants of cash, they likewise make credit. Their exercises are expanding and
enhancing. Henceforth it is exceptionally hard to give an all around satisfactory meaning of
bank. "Keeping money business" implies the matter of getting cash on current or store account,
paying and gathering checks drawn by or paid in by clients, the making of advances to clients,
and incorporates such different business as the Authority may endorse for the motivations behind
this Act.
Defination of Bank:
Indian Banking Regulation act 1949 area 5 (1) (b) of the keeping money Regulation Act 1949
Banking is characterized as.
"Tolerating with the end goal of the arrival of speculation of stores of cash from open repayable
on request or other astute and pull back capable by checks, draft, arrange or something else".
"Bank implies a seat or table for evolving cash'.

- Greek History
"Bank is a foundation for guardianship of cash got from or on Behalf of its clients. Its basic
obligation is to pay their drafts unit. Its benefits emerge from the utilization of the cash left
utilized them".
- Oxford Dictionary
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History of Bank:
The first banks were probably the religious temples of the ancient world, and were probably
established sometime during the third millennium B.C. Banks probably predated the invention of
money. Deposits initially consisted of grain and later other goods including cattle, agricultural
implements, and eventually Precious metals such as gold, in the form of easy to-carry
compressed plates. Temples and palaces were the safest places to store gold as they were
constantly attended and well built. As sacred places, temples presented an extra deterrent to
would-be thieves. There are extant records of loans from the 18th century BC in Babylon that
were made by temple priests/monks to merchants. By the time of Hammurabi`s Code, banking
was well enough developed to justify the promulgation of laws governing banking operations.
Ancient Greece holds further evidence of banking. Greek temples, as well as private and civic
entities, conducted financial transactions such as loans, deposits, currency exchange, and
validation of coinage. There is evidence too of credit, whereby in return for a payment from a
client, a moneylender in one Greek port would write a credit note for the client who could "cash"
the note in another City, saving the client the danger of carting coinage with him on his journey.
Pythius, who operated as a merchant banker throughout Asia Minor at the beginning of the 5th
century B.C., is the first individual banker of whom we have records. Many of the early bankers
in Greek city-states were “metics” or foreign residents.
Around the season of Adam Smith (1776) there was an enormous development in the saving
money industry. Banks assumed a key part in moving from gold and silver based coinage to
paper cash, redeemable against the bank's property. Such developing internationalization and
opportunity in money related administrations has totally changed the aggressive scene, as now
numerous banks have shown an inclination for the "all inclusive saving money" demonstrate
pervasive in Europe. All inclusive banks are allowed to take part in all types of monetary
administrations, make interests in customer organizations, and capacity however much as could
reasonably be expected as a "one-stop" provider of both retail and discount money related
administrations.
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History of Banking in India:

Old India
The source of keeping money in goes back to the Vedic time frame. There are rehashed
references in the Vedic writing to cash loaning which was very regular as a side business.
Afterward, amid the season of the Smritis, which took after the Vedic Period and the Epic age,
keeping money turn into a full-time business and got broadened with financiers performing the
greater part of the elements of the present day. The Vaish people group, who directed saving
money business amid this period. As far back as the second or third century A.D. Manu the
considerable Hindu Jurist, committed a segment of his work to stores and propels and set down
tenets identifying with rates important to be charged. Still later, that is amid the Buddhist time
frame, managing an account business was decentralized and turned into a matter of volition.
Therefore, Brahmins and Kshatriyas, who were prior not allowed to take to managing an account
as their calling with the exception of under especially uncommon conditions, likewise took to it
as their business. Amid this period keeping money turned out to be more particular and
deliberate and bills of trade came in wide utilize. "Shresthis" or financiers persuasive in the
public eye and regularly went about as imperial treasurers.
Types of Banks:
In 1935, 'The State Bank of India Act, was passed, appropriately, 'The Imperial Bank of India'
was nationalized and State Bank of India developed with the goal of expansion of saving money
offices on an extensive scale, particularly country and semi – urban zone and for different of
general society purposes. In 1969, fourteen noteworthy Indian Commercial Banks were
nationalized and in 1980, six
more were included to constitute the general population area banks. Business Banks in India are
ordered in Scheduled Bank and Non Scheduled Banks. Planned Banks are including nationalized
Bank, SBI and its auxiliaries, private segment banks and remote banks. Non Scheduled Banks
are those incorporated into the second Scheduled of the RBI Act, 1934.
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Booked Banks
The second booked of RBI act, make a rundown of banks which are depicted as "Planned Bank"
In the terms of segment 42 (6) of RBI act, 1934, the required sum is just Rs. 5 Lakh. The
Scheduled Banks appreciate a few benefits. It implies that planned banks conveys wellbeing and
eminence esteem contrasted with non booked banks. It is involved to get renegotiate office as
pertinent.
Nationalized Banks
The nationalized banks incorporate 14 banks nationalized on nineteenth July, 1969 and the 6
more nationalized on fifteenth April, 1980. They are likewise booked banks, after this
nationalization the legislatures attempt to actualize different welfare plans.
Non Scheduled Banks

The business banks excluded in the second timetable of the RBI demonstration are known as non
booked banks. They are not qualified for offices like renegotiate and rediscounting of bills and so
forth, from RBI. They are occupied with loaning cash reducing and gathering bills and different
organization administrations. They demand higher security for advances.
Old Private Bank

These banks all enlisted under Companies Act, 1956. Essential contrast between Co-agent bank
and Private Banks is its point. Agreeable banks work for its part and private banks are work for
claim benefit.
New Private Banks

These banks lead the market of Indian keeping money business in brief period on account of its
assortment of administrations and way to deal with handle client and furthermore as a result of
long working hours and speed of administrations. This is likewise enrolled under the Company
Act 1956. Amongst old and new private banks there is wide contrast.
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Outside Banks
Outside Banks mean multi-nations bank. If there should be an occurrence of Indian remote banks
are such banks which open its branch office in India and their head office are outside of India.
E.g. HSBC Bank, City Bank, Standard Chartered Bank and so on.
Co-agent Banks
Co-agent Banks another part of the Indian save money with the sanctioning of the Co-agent
Credit Societies were satiated attributable to the expanding interest of Co-agent Credit, another
Act of the 1994, which accommodate the expanding interest of Co-agent Central banks by an
association of essential credit social orders or by an association of essential credit socialites and
people.
Saving money Product Portfolio:
Stores
There are numerous items in retail saving money like Fixed Deposit, Savings Account, Current
Account, Recurring Account, NRI Account, Corporate Salary Account, Free Demat Account,
Kid's Account, Senior Citizen Scheme, Check Facilities, Overdraft Facilities, Free Demand Draft
Facilities, Locker Facilities, Cash Credit Facilities, and so on. They are recorded and clarified as
takes after:
Settled Deposits
The store with the bank for a period, which is determined at the season of making the store, is
known as settled store. Such stores are otherwise called FD or term store . FD is repayable on the
expiry of a predefined period. The rate of premium and different terms and conditions on which
the banks acknowledged FD were managed by the RBI, in area 21 and 35Aof the Banking
Regulation Act 1949.Each bank has endorsed their own particular rate of premium and has
additionally allowed higher rates on stores over a predefined sum. RBI has likewise allowed the
banks to define FD conspires uniquely implied for senior resident with higher enthusiasm than
ordinary.
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Sparing Accounts
Sparing ledger is intended for the general population who wish to spare a piece of their present
pay to meet their future needs and they can likewise acquire in enthusiasm on their investment
funds. The rate of premium payable on by the banks on stores kept up in investment account is
recommended by RBI.
Presently a-days the settled store is additionally connected with sparing record. At whatever
point there is abundance of adjust in sparing record it will consequently move into settled store
and if there is deficiency of assets in bank account, by issuing check the cash is exchanged from
settled store to sparing record. Distinctive banks give diverse name to this item.
Current Accounts
A present record is a functioning and running record, which might be worked upon any number
of times amid a working day. There is no limitation on the number and the measure of
withdrawals from a present record. Current record, suit the prerequisites of a major
businesspeople, business entities, establishments, open specialists and open company and so on.
Repeating Deposit
A variation of the sparing bank a/c is the repeating store or aggregate store a/c presented by
banks as of late. Here, a contributor is required to store a sum picked by him. The rate of
enthusiasm on the repeating store account is higher than when contrasted with the enthusiasm on
the sparing record. Banks open such records for periods going from 1 to 10 years. There
relieving store record can be opened by any number of people, in excess of one individual
mutually or severally, by a watchman for the sake of a minor and even by a minor.
NRI Account
NRI accounts are kept up by banks in rupees and in addition in remote money. Four sorts of
Rupee record can be open in the names of NRI: Apart from this, outside cash account is the
record in remote money. The record can be open typically in US Dollar, Pound Sterling, and
Euro. The records of NRIs are Indian thousand years store, Resident remote cash, lodging money
plot for NRI speculation plans.
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Corporate Salary account

Corporate Salary account is another item by certain private area banks, outside banks and as of
late by some open part banks moreover. Under this record compensation is kept in the record of
the workers by charging the record of boss. The main thing required is the record number of the
representatives and the sum to be paid them as pay. In specific cases the base adjust required is
zero. Every other office accessible in reserve funds a/c are additionally accessible in corporate
compensation account.
Child's Account
Kids are welcomed as client by specific banks. Under this, Account is opened for the sake of
children by guardians or gatekeepers. The highlights of child's record are free customized check
book which can be utilized as a blessing check, web managing an account, speculation
administrations and so on.
Senior Citizenship plot

Senior natives can open a record and on that record they can get loan cost fairly more than the
ordinary rate of intrigue. This is because of some social obligations of banks towards matured
people whose profit are for the most part on the loan cost.
Credits and Advances

The fundamental business of the managing an account organization is loaning of assets to the
constituents, for the most part merchants, business and mechanical undertakings. The significant
segment of a bank's assets is utilized by method for credits and advances, which is the most
productive work of its assets. There are three fundamental standards of bank loaning that have
been trailed by the business banks and they are security, liquidity, and benefit. Banks concede
advances for various periods like here and now, medium term, and long haul and furthermore for
various reason.
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Individual Loans
This is one of the significant credits gave by the banks to the people. There the borrower can use
for his/her own motivation. This might be identified with his/her business reason. The measure
of advance is relied upon the wage of the borrower and his/her ability to reimburse the credit.
Lodging Loans
NHB is the completely claim backup of the RBI which control and manage entire industry
according to the direction and data. The reason for credit is principally for procurement,
augmentation, redesign, and arrive improvement.
Instruction Loans
Advances are given for instruction in nation and abroad.
Vehicle Loans
Advances are given for buy of bike, auto-rickshaw, auto, bicycles and so on. Low loan fees,
expanding pay levels of individuals are the variables for development in this area.
Notwithstanding for second hand auto fund is accessible.
Proficient Loans
Advances are given to specialist, C.A, Architect, Engineer or Management Consultant. Here the
credit reimbursement is ordinarily done as compared month to month.
Purchaser Durable Loans

Under this, advances are given for obtaining of T.V, Cell telephones, A.C, Washing Machines,
Fridge and other items.34
Advances against Shares and Securities

Fund against shares is given by banks for various employments. Presently adays back against
shares are given for the most part in demat shares. An edge of half is ordinarily acknowledged by
the rely upon showcase esteem. For these advances the records required are ordinarily DP notes,
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letter of proceeding with security, vow frame, intensity of lawyer. This advance can be utilized
for business or individual reason.
Keeping money Services

In this evolving situation, the part of banks is essential for the development and improvement of
clients and economy. Keeping money Sector is putting forth conventional and other
administration as under:
 Regular Saving and current records


 Regular settled stores

 ATM administrations

 Credit cards

 Demat cards

 Student managing an account

 Special NRI Services

 Home credit, Vehicle advance

 Tele and web managing an account

 Online exchanging

 Business duplicates A/Cs

 Insurance

 Relief securities and common reserve

 Loans against shares

 Retail keeping money

 Special store conspire

 Senior resident – exceptional store conspire

 Other offices for clients
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Web based Banking

The antecedent for the cutting edge home internet managing an account administrations were the
separation keeping money benefits over electronic media from the mid 1980s. The term online
wound up mainstream in the late '80s and alluded to the utilization of a terminal, console and TV
(or screen) to get to the saving money framework utilizing a telephone line. 'Home saving
money' can likewise allude to the utilization of a numeric keypad to send tones down a Phone
line with guidelines to the bank. Online administrations began in New York in 1981 when four
of the city's significant banks (Citibank, Chase Manhattan, Chemical and Manufacturers
Hanover) offered home keeping money administrations utilizing the videotex framework. As a
result of the business disappointment of videotex these managing an account benefits never
ended up well known aside from in France where Phone line with directions to the bank. Online
administrations began in New York in 1981 when four of the city's real banks (Citibank, Chase
Manhattan Chemical and Manufacturers Hanover) offered home keeping money administrations
utilizing the videotex framework. Due to the business disappointment of videotex these
managing an account benefits never wound up prominent with the exception of in France where
the utilization of videotex (Minitel) was financed by the telecom supplier and the UK, where the
Prestel framework was utilized.
Meaning:
Web based keeping money (or Internet managing an account) enables clients to lead monetary
exchanges on a protected site worked by their retail or virtual bank, credit association or building
society.
Value-based
Playing out a money related exchange, for example, a record to account exchange, paying a bill,
wire exchange and applications apply for a credit, new record, and so forth.
 Electronic Bill Presentment and Payment – EBPP

 Funds exchange between a client's own checking and sparing records, or to another client's
record

 Investment buy or deal

 Loan applications and exchanges, for example, reimbursements of enrolments
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Non Transactional
(e.g., online explanations, check joins, co perusing, visit)
 Bank explanations

 Financial Institution Administration

 Support of different clients having fluctuating levels of specialist

 Transaction endorsement process

 Wire exchange


Fate of Indian Banking


The Reserve Bank of India in its ‗road delineate' the saving money industry has demonstrated
that the Indian market will be opened for worldwide banks by in closer future. It is normal that
numerous remote banks would pick up section in the Indian markets to tap the tremendous
potential that exists today. These saves money with the assistance of cutting edge innovation,
sufficient capital for venture, and their client driven approach will have the capacity to pull in the
beneficial clients from the current banks. A savage rivalry between the current banks and the
new contestants is probably going to give stimulus to business development. To successfully
address the aggressive difficulties from such banks, the Indian saving money industry should
adapt and receive the worldwide prescribed procedures, which make them more grounded and
practically identical with the universal banks.


The new outside banks entering the Indian market will make progress toward making a solid
client base. These manages an account with their expansive assets accessibility as capital are
probably going to mix the most recent IT based innovative answers for quality money related
administrations. The Indian business banks have encountered the move of inclination of the new
age clients from 'customized keeping money' to 'mechanical managing an account'. This techno
savvy client bunches wants to finish saving money exchanges from their home or workplaces as
opposed to going to the bank office. They have almost no dependability to their financiers and
given a scarcest enhanced innovation to move their keeping money needs from the current to
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another bank. Even with the danger of losing beneficial clients to the new contestants in the
keeping money division, the current business; banks should develop reasonable market systems
went for pulling in the current ones.
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2. COMPANY OVERVIEW
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Kotak Mahindra Bank
Introduction about Kotak Mahindra Bank Ltd.

Set up in 1985, the Kotak Mahindra bunch has been one of India's most rumored monetary
aggregates. In February 2003, Kotak Mahindra Finance Ltd, the gathering's leader organization
was given the permit to bear on saving money business by the Reserve Bank of India(RBI). This
endorsement made saving money history since Kotak Mahindra Finance Ltd. is the primary non-
keeping money fund organization in India to change over itself in to a bank as Kotak Mahindra
Bank Ltd. Today, the bank is one of the quickest developing bank and among the most respected
money related establishments in India.
The bank has more than 323 branches and a client account base of more than 2.7 million. Spread
all finished India, not simply in the metros but rather in Tier II urban communities and provincial
India too, it is reclassifying the span and intensity of managing an account. By and by it is
occupied with business managing an account, stock broking, shared assets, extra security and
venture saving money. It takes into account the budgetary needs of people and corporate. The
bank has a global nearness through its backups with workplaces in London, New York, Dubai,
Mauritius, San Francisco and Singapore that represent considerable authority in giving
administrations to abroad speculators looking to put into India.
Products and Services

 The bank offers finish money related answers for boundless necessities of all individual and non-
singular clients relying upon the client's need – conveyed through a best in class innovation
stage. Venture items like Mutual Funds, Life Insurance, retailing of gold coins and bars and so
forth are likewise advertised. The bank takes after a blend of both open and shut design for
dissemination of the venture items. This is sponsored by solid, in-house inquire about on Mutual
Funds.

 He bank's investment account goes past the customary part of funds, and enables us to set aside
significantly something beyond cash. The straightforward component of bank account gives a
scope of administrations from stores exchange, charge installments, 2-route clear through our
dynamic Money highlight and considerably more. We can put standing guidelines for
speculation alternatives that can be reserved through Internet or through telephone managing an
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Kotak Mahindra Bank
account administrations. The bank account hence accommodates alluring returns earned through
an exhaustive suite items and administrations that offer venture choices, all conveyed flawlessly
to the client by all around coordinated innovation stages.
 Apart from Phone managing an account and Internet saving money, the bank offers
advantageous keeping money office through Mobile saving money, SMS administrations,
Netc@rd, Home saving money and BillPay office among others.


 The Depository administrations offered by the Bank enables the clients to hold value shares,
government securities, bonds and different securities in electronic or Demat shapes.


 The pay 2 riches offering gives exhaustive managerial answer for Corporate with highlights, for
example, simple and computerized electronic pay transfer process consequently disposing of the
printed material associated with the procedure, a devoted relationship supervisor to
administrations the corporate record, tweaked advancements and tie – ups and numerous such
one of a kind component. The entire extent of venture items and speculation warning
administrations is accessible to the compensation account holders too.


 For the business network, the bank offer extensive business arrangements that incorporate the
present Account, Trade Services, Cash Management Service and Credit offices. The bank's
discount managing an account items offer business saving money answers for long haul venture
and working capital needs, exhortation on mergers and acquisitions and gear financing. To
address unique issues of the rustic market, the bank has committed business contributions for
farming financing and foundation. Its Agriculture Finance division conveys tweaked items for
capital financing and hardware financing needs of our country clients.


 For monetary liquidity the bank offers credits that meet individual necessities with speedy
endorsement and adaptable installment choices. To finish the individual budgetary contributions
space, the bank currently offers Kotak Credit Card which is a problem free, straightforward item
that likewise happens to be the principal vertical card in the business.
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Kotak Mahindra Bank
Kotak Mahindra Bank tends to the whole range of money related necessities of Non-Resident
Indians. The bank has tie-up with the abroad Indian Facilitation Centre(OIFC) as a vital
accomplice, which gives them a stage to share their thorough scope of managing an account and
venture items and administrations for Non Resident Indians NRIs) and Persons of Indian Origin
(PIOs). Their Online Account Opening office and Live Chat benefit connects at the solace of
homes and at the accommodation. These contributions are particularly intended to suit the abroad
Indian's Personal budgetary needs and give the worldwide Indians a close to home feel.
Awards:
 ICAI Award – Excellence in Financial Reporting under Category 1 – saving money Sector for
the year finishing 31st March, 2010

Asiamoney – Best Local money Management bank 2010

IDG India-Kotak won the CIO 100 'The Agile 100' honor 2010

IDRBT

 Banking Technology Excellence Awards Best Bank Award in IT Framework and
Governance Among Other Banks' - 2009

 Banking Technology Award for IT Governance and esteem Delivery, 2008

 IR Global Rankings – Best Corporate Governance Practices – Ranked among the best 5
organizations in Asia Pacific, 2009

FinanceAsia – Best Private Bank in India, for Wealth Management business, 2009

Kotak Royal Signature Credit Card – was picked 'Result of the Year' in a review directed by
Nielsem in 2009

 IBA Banking Technology Awards

 Best Customer Relationship Achievement – Winner 2008 &2009

 Best general victor, 2007

 Best IT Team of the Year, 4 years in succession from 2006 to 2009

 Best IT Security Policies and Practices, 2007

Euromoney – Best Private Banking Services (Overall), 2009
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Kotak Mahindra Bank
History
1985 Kotak Mahindra Finance Ltd. commences bill discounting business

1987 Enters lease and hire purchase business
1998 Kotak Mahindra Group launches India’s first gilt fund through Kotak Mahindra Asset
Management Company (KMAMC)
1990 Starts auto finance division for financing passenger car
1991 Establishes investment banking division
2001 Kotak Mahindra Group launches life insurance business, partners Old Mutual plc to from
Kotak Mahindra Old Mutual life insurance Ltd.
2003 Kotak Mahindra Finance Ltd. (KMFL), the group’s flagship company, receives banking
license from the Reserve Bank of India (RBI). With this, KMFL becomes the first non-banking
finance company in India to be converted into a commercial bank – Kotak Mahindra Bank Ltd.
2004 Kotak Mahindra Group enters alternate assets business with the launch of a private equity
fund
2005 Kotak Mahindra Group realigns joint venture with Ford Credit; takes 100% ownership of
Kotak Mahindra Prime (formerly known as Kotak Mahindra Primus Limited) and sells its stake
in Ford Credit Kotak Mahindra to Ford Kotak Alternate Assets launches a real estate fund 2006
Kotak Mahindra Bank buys out Goldman sachs’ equity stake in Kotak Mahindra Capital
Company and Kotak securities Ltd.
2008 Kotak Mahindra Bank opens a representative office in Dubai
2009 Kotak Mahindra Group launches a pension fund under India’s National Pension System
(NPS)
2014 Thrust on digital and social with the launch of innovative solution – first-of-its-kind fully
integrated social bank account – ‘Jifi’, and world’s first bank agnostic instant funds transfer
platform using Facebook – ‘KayPay’. Subsequently in Jan 2015, ‘Jifi Saver’ – a savings bank
account with secure and seamless transactions on popular social networks was launched.
Kotak Mahindra Bank acquires 15% equity stake in Multi Commodity Exchange of India
Limited (MCX) Kotak Mahindra asset Management Company Ltd. acquires schemes of
Pinebridge Mutal Fund
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2015 Reserve Bank of India (RBI) approves merger of ING Vysya Bank with Kotak Mahindra
Bank effective april 1,2015
Kotak Mahindra General Insurance Receives IRDAI Approval To Commence Insurance
Business
2016 Kotak Mahindra Bank Acquires 10,00,000 Equity shares of Institutional Investor Advisory
services India Limited
Kotak Mahindra Bank acquires 9,83,82,022 (19.90%) Equity Shares of Airtel M
Commerce Services Limited Company (AMSL)
Kotak Mahindra Bank launches International Banking Unit in Gujarat International
Finance Tec-City (GIFT City), Gandhinagar, Gujarat
Kotak Mahindra bank Acquires BSS Microfinance Private Limited
VISION OF KOTAK BANK
The Global Indian Financial services Brand
 Our customers will enjoy the benefits of dealing with a global Indian brand that best understands
their needs and delivers customized pragmatic solutions across multiple platforms.

 We will be a world class Indian financial services group. Our technology and best practices will
be bench-marked along international lines while our understanding of customers will be uniquely
India.

 We will be more than a repository of our customers’ savings. We, the group, will be single
window to every financial service in a customer’s universe.

The Most Preferred Employer in Financial Services

 A culture of empowerment and a spirit of enterprise attracts bright minds with an entrepreneurial
streak to join us and stay with us.

 Working with a home grown professionally managed company, which has partnerships with
international leaders, gives our people a perspective that is universal as well as unique.
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The Most Trusted Financial Services Company
 We will create an ethos of trust across all our constituents. Adhering to high standards of
compliance and corporate governance will be an integral part of building trust.

Value Creation

 Value creation rather than size alone will be our business driver.



Kotak Mahindra Bank Other Products

Kotak Mahindra Old Mutual Life Insurance Ltd.

Kotak Mahindra Old Mutual Life Insurance Ltd is a 74:26 joint venture between Kotak
Mahindra Bank Ltd. , its affiliates and Old Mutual plc. A Company that combines its
international strengths and local advantages to offer its customers a wide range of innovative life
insurance products, helping them take important financial decisions at every stage in life and stay
financially independent. The company over 3 million lives and is one of the fastest growing
insurance companies in India.

Kotak Securities Ltd.

Kotak Securities is one of the largest broking houses in India with a wide geographical reach.
Kotak Securities operations include stock broking and distribution of various financial products
including private and secondary placement of debt, equity and mutual funds.

Kotak Securities operate in five main areas of business:

 Stock Broking (retail and institutional)

 Depository services

 Portfolio Management Services

 Distribution of Mutual Funds

 Distribution of Kotak Mahindra Old Mutual Life Insurance Ltd. products
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Kotak Mahindra Bank
Kotak Mahindra General Insurance Company Ltd.
Kotak Mahindra General Insurance Company Ltd. is a 100% subsidiary of Kotak Mahindra Bank
Ltd., one of the fastest growing banks in India. Kotak Mahindra General Insurance Company
Ltd. was established to service the growing non-life insurance needs of an emerging India,
emphasizing on customer service, quality & innovation.
The company aims to cater to a wide range of customer segment & geographical offering an
array of non-life insurance products like Motor, Health, etc.
As a practice, the company seeks to provide a differentiated value proposition through

customized products 7 services leveraging state of art technology &digital infrastructure.
Kotak Mahindra Capital Company (KMCC)
Kotak Mahindra Banking (KMCC) is a full-service investment bank in India offering a wide
suite of capital market and advisory solutions to leading domestic and multinational corporation,
banks, financial institutions and government companies.
Our services encompass Equity 7 Debt Capital Markets, M & A Advisory, Private Equity
Advisory, Restructuring and Recapitalization services, Structured Finance services and
Infrastructure Advisory & Fund Mobilization.
Kotak Mahindra Prime Ltd. (KMPL)
Kotak Mahindra Prime Ltd. is among India’s largest dedicated passenger vehicle finance
companies, KMPL offers loans for the entire range of passenger cars, multi-utility vehicles ans
pre-owned cars. Also on offer are inventory funding and infrastructure funding to car dealers
with strategic arrangements via various car manufactures in India as their preferred financier.
Kotak International Business
Kotak International Business specializes in providing a range of services to overseas customers

seeking to invest in India. For institutions and high net worth individuals outside India, Kotak
International Business offers asset management through a range of offshore funds with specific
advisory and discretionary investment management services.
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Kotak Mahindra Bank
Kotak Mahindra Asset Management Company Ltd. (KMAMC)
Kotak Mahindra Asset Management Company offers a complete bouquet of asset management
products and service that are designed to suit the diverse risk return profiles of each and every
type of investor. KMAMC and Kotak Mahindra Bank are the sponsors of Kotak Mahindra
Pension Fund Ltd., which has been appointed as one of six fund managers to manage pension
funds under the New Pension Scheme (NPS).
Kotak Private Equity Group (KPEG)
Kotak Private Equity Group helps nurture emerging business and mid-size enterprises to evolve
into tomorrow’s industry leaders. With a proven track record of helping build companies, KPEG
also offers expertise with a combination of equity capital, strategic support and value added
services. What differentiates KPEG is not merely funding companies, but also having a close
involvement in their growth as board members, advisors, strategists and fund-raisers.
Kotak Realty Fund
Kotak Realty Fund deals with equity investment covering such as hotels, IT parks, residential
townships, shopping centers, industrial real estate, health care, retail, education and property
management. The investment focus here is on development projects and enterprise level
investments, both in real estate intensive businesses.
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3. REVIEW OF LITERATURE
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Kotak Mahindra Bank
Ameme, B., & Wireko, J. (2016) claimed in his research that in today’s competitive world
where technology plays a very important role and if we talk about banking sector or industry
there is a positive relationship between technology and customer satisfaction. They also stated
that satisfaction of customers is not merely introducing innovative products and services rather it
is much more than that. They also found that if the bank wants to become the market leader in
the competitive environment it must use the innovation approach in all the aspects like products
and services. Also there is a significant relationship between technological innovation and cost.
As the innovation increase the cost is also increase.
Machogu, A. M., & Okiko, L. (2015) research brought to light that with e-banking complexities
on customer satisfaction. Results shows that there are factors which leads to customer
satisfaction particularly in e-banking, which is one of the very important and fast growing way of
doing banking. Factors are accessibility, convenience, security, privacy, content, design, speed,
fees and charges have influence on customer satisfaction where the other factors notified have no
significant influence.
Kaur, N., & Kiran, R. (2015) founded in their research which was on public, private and
foreign shows that customer are more satisfied with the services quality of the foreign banks then
the private and public banks.
Zeinalizadeh, N., Shojaie, A. A., & Shariatmadari, M. (2015) opined that out of the nine
customer satisfaction factors fees and loan, prompt service and appearance are the major factors
which have more significant impact on customer satisfaction followed by interest rate and
accessibility of bank and availability of service which have less impact on the satisfaction on the
banking customers.
Rahi, S. (2015) research findings show customers are more loyal towards those banks who are
facilitating internet banking services. Also good brand image build relationship between banks
and customer and enhance the customer loyalty toward bank. He also concluded that those banks
that are giving the internet banking services to their customers, loyalty of those customers are
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Kotak Mahindra Bank
more towards the banks. He also suggested that if the brand image also plays a significant role
between loyalty of the customers and internet banking. The role of brand image is positive in
making a positive relationship between customers and internet banking.
Pareek, V. (2014) research opined with a remark that out of several factors few causal
fundamental factors like product attributes, employee characteristics, customer convenience,
bank tangibles, cost of transactions and customer communication contributes in customer
satisfaction in Indian banks. Interestingly convenience one of the 4 P.s i.e. marketing mix was
found to be an unimportant in deciding customer satisfaction in Indian banks (studied banks).
Vyas, V., & Raitani, S. (2014) opined that there are many drivers of switching behavior in the
banks. Particularly they found nine critical factors which contribute in switching the banks. One
very interesting driver is customer satisfaction in all the drivers which contribute in the switching
behavior of customers. So again we can’t ignore that customer satisfaction of the major factors
among. Banks should come out with the strategies that increase the customers satisfaction.
Suriyamurthi, S., Mahalakshmi, V., & Arivazhagan, M. (2013) stated that in the cutthroat
competition where every bank is focusing on retaining and attracting new customer, relationship
marketing is the key element which should be adopted by the banks. They also found that
banking sector is one of the major service sector and the business of banks is more or less
dependent on the customer services and satisfaction. Banks should increase their services and
make good relationship with the customer.
Gupta, A., & Dev, S. (2012)opined satisfaction of customer is dependent on variable then
independent variable. These dependent variables largely depend on service quality, ambience,
involvement, accessibility and financial factors of the bank. According to the findings of the
research. The impact of nearness of bank and financial factors on customer satisfaction is not up
to the mark.
Sharma, N. (2012) research study used the 17 variables related to the quantitative aspects of e-
banking. Study on rural customers satisfaction from e-banking was found to be significant.
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Research suggests that satisfactions in rural customers are quite satisfied in e-banking services.
So, in order to improve the tendency to use e-banking channels in rural areas the use of local
languages during dealings should be promoted as well as publicized. Her research also suggest
that ATM is one of the important channel out of all alternate banking channels for securing
patronage of rural customers.
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4. PROBLEM STATEMENT
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Problems
In Bank the customer are not aware about the net banking and Mobile banking. In this study I
have tried to analyses the customer perception towards service quality provided by Net banking
services.
Bank has a great challenge of customer satisfaction for ensuring quick services to them in the
competitive scenario. 45 above age customers are not aware about age services and problems.
More customers using mobile banking so problems of fill up the questionnaires.
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5. INTRODUCTION OF THE TOPIC
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Introduction of Net Banking
Web managing an account is the term utilized for the new age saving money framework. Web
based saving money, otherwise called web managing an account, e-keeping money or virtual
saving money, is an electronic installment framework that empowers clients of a bank or other
budgetary establishment to direct a scope of monetary exchanges through the monetary
foundation's site. The web based keeping money framework will regularly associate with or be a
piece of the center managing an account framework worked by a bank and is as opposed to
branch saving money which was the customary way clients got to saving money administrations.
Web managing an account utilizes the web as the conveyance channel by which to direct keeping
money movement, for instance, exchanging stores, paying bills, seeing checking and sparing
record adjusts, paying montages and acquiring monetary instruments and declaration of stores.
Web keeping money is a consequence of investigated probability to utilize web application in
one of different spaces of business. It is hard to induce whether the web apparatus has been
connected for the accommodation of brokers or for the clients' comfort. At the end of the day it
contributes in expanding the proficiency the saving money task also giving more comfort to
clients. Without communicating with the brokers, client execute starting with one corner of the
nation then onto the next corner.
Banks have customarily been in the cutting edge of tackling innovation to enhance to enhance
their item, administrations and proficiency. They have, over quite a while, been utilizing
electronic and media transmission systems for conveying an extensive variety of significant
worth included items and administrations. The conveyance channels incorporate direct dial – up
associations, private systems and open systems and so forth and the gadgets incorporate phone,
PCs including the mechanized tellers machines, and so on.
There are numerous preferences of web based saving money. It is advantageous, it isn't bond by
the operational timings, there no topographical hindrances and the administrations can be offered
at a minute cost. Electronic managing an account has encountered touchy development and has
changed conventional practices.
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Private bank in India were the first to execute web keeping money benefits in the managing an
account industry. Private bank, because generally passage into the business, comprehended that
the building up organize in remote corners is an extremely troublesome errand. It was obvious to
them that the best way to remain associated with the clients at wherever and whenever is through
web applications. They look the web application as a weapon upper hand to at corner the
immense stone monuments like State Bank of India, Indian Bank and so forth. Private bank are
pioneer in India to investigate the adaptability of web application in conveying administrations to
clients.
IS some Of the Distinctive Features of Kotak Mahindra Net Banking are:
Highlights:
 Bank 24X7 – anyplace, whenever


 Stringent security for safe Online Banking

 View account points of interest for Saving Account, Current Account, Term Deposit and Demat
Accounts

 Transfer stores online between your outsider records with Kotak Mahindra Bank, or some other
financial balance by means of NEFT, RTGS or IMPS

 Book a Term Deposit and do untimely withdrawal on the web

 Online Password Regeneration and open User ID in a flash

 View and refresh your Profile subtle elements, for example, portable number, email ID,
correspondence address, Aadhaar Number and so on. Online in a split second

 View Kotak Life protection arrangement, switch reserves, pay premium on the web

 Apply online for new Kotak Life Insurance strategy

 View account adjust, account movement and check status

 Pay your Utility Bills, Credit Card, Recharge prepaid portable/DTH utilizing Kotak Bill pay

 Recharge prepaid cell phone and DTH accounts
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 Place asks for a check book, Debit Card PIN, Payment Gateway enlistment and numerous more
exchange administrations

 Downloads carefully marked explanations through Statement tab

 View securities accessible for Demat Accounts

 Safe web based shopping with Kotak Netc@rd at more than 8500 sites

 Invest/Redeem in Mutual Funds on the web and view current Mutual Fund portfolio (property)

 Apply for IPO/FPO/Rights Issue with no printed material from the accommodation of your
home/office utilizing ASBA office


Administrations offered Kotak Mahindra Bank for Net
Banking Banking Accounts


Sparing and Current Accounts


 View account subtle elements, account action

 Account subtle elements will be accessible to the client like joint holder assuming any, account
opening date, status of record (e.g. dynamic, blocked, torpid and so on.), method of activity,
account money and record write

 You can set a Nick Name for your record number

 Nominee subtle elements can be seen just if asked for to be shown

 Customers can see a smaller than expected proclamation of the last 5 exchanges

 Lien Inquiry – You can see the lien (reserves which are as of now on hold) subtle elements and
Lien outline

 Cashless Deposits – View the points of interest and status of Check/Instruments kept

 View/Stop Check – You can see the status of the checks like Paid, Unused and Stopped. You
additionally have the alternative to stop Single/Multiple Checks.

 Temporary Overdraft (TOD) Inquiry – You can see Temporary Overdraft (TOD) points of
interest, assuming any. Points of interest like Status of TOD, Grant date, expiry date of TOD,
TOD sum, Interest rate and furthermore the corrective intrigue
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Term Deposit Accounts
 Book your Term Deposit Online


 You would now be able to likewise complete an untimely withdrawal and furthermore ask for
change in development guideline on the web

 A Deposit number cruncher is presently accessible which will you work out how your store is
developing for a predetermined day and age, in light of the sort of store and store sum

 You can see your store points of interest like essential store subtle elements, kind of store,
chosen one name (assuming any), different points of interest like development directions,
financing cost and so on. You can likewise see the calendar of credit of enthusiasm for your
record barring TDS

 View points of interest of pool accounts made (different records connected), assuming any

 Simulate Term Deposit Pre-conclusion – This is an adding machine which will enable you to
decide the withdrawal sum with intrigue subtle elements according to the date of conclusion and
withdrawal sum. This is just a characteristic sum, real sums may shift


Store Transfers


 Within your Kotak Accounts – Transfer cash between your Kotak accounts

 To another person's Account – Transfer cash to someone else's Kotak account

 To another Bank (NEFT) – Transfer cash to an another bank by means of RBI's National
Electronic Fund Transfer framework (NEFT). This is normally utilized for exchange measures of
Rs. 2 lakh and less

 To another Bank (RTGS)- Transfer cash to a record in another bank by means of RBI's Real time
net settlement. This is a speedier method to exchange cash of Rs. 2 lakh or more

 Send Money by means of Email – Forget the issue of requesting Bank Account points of interest,
exchange cash utilizing recipient's email ID and versatile number, You can exchange up to Rs.
10,000 for every exchange.

 Demand Daft – Send cash to somebody utilizing a Demand Daft. Request Draft can be sent to
the recipient's address or your correspondence address enrolled with the bank.
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 You have the choice to pick when to influence the installment or you to can spare the exchange
and make the installment when wanted.

 Pay Now: The installment will made in a flash.

 Pay Later: You can pick a date with respect to when you wish to make the installment. The
exchange will be planned and handled on the date of installment picked by you. You can
Edit/Stop this exchange from 'Pending Transfers'.

 Schedule Regular Payments: You can plan general installment by picking this alternative. You
have to enter the begin date, recurrence and date till when you wish to make your installments.
For Standing Instruction set up for installments, you can even Stop/Edit the Standing Instruction
points of interest.

 You can see all your past exchanges under 'Finished Transfers with the Status of the exchange.
You even have the alternative to utilize the 'Duplicate exchanges' office, on the off chance that
you wish to make a similar exchange without entering the required exchange points of interest
once more.


Include/Manage Beneficiaries

 You can see and deal with your recipients on the web.

 You can include a recipient and furthermore initiate or inactivate the same on the web.

 Beneficiaries included at different channels like a bank office will likewise be accessible for the
client to exchange assets to, by means of Net Banking.

 Multiple records can be mapped for a recipient for Transfer Type, (e.g. – NEFT/RTGS and so
on.)

 You would now be able to change as far as possible on Net Banking. The same can be
diminished from the bank default restrain for Net Banking. To build the same, you have to visit
the closest Bank office.

Administration Requests

 You presently have an extensive variety of Service Requests that are accessible to you on the web.
You can put a Service Request and even view your administration ask for subtle elements.
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Administration Requests are as underneath
 Saving and Current Account benefit Request.


 Request for Check Book.

 Stop Cheque(s).

 Request for Account Statement – you can ask for a record proclamation either by means of
post to your correspondence address or get it sent to your favored email ID.

 Request for Balance Certificate – Balance Certificate will be issued according to the date chose
by you.

 Request for Interest Certificate – Interest Certificate will be issued for the past budgetary
year (April to March).

Store Service Requests

 Open Term Deposit

 Link a Term Deposit to Saving/Current record

 Premature Withdrawal of Term store

 Change Maturity Instruction for Term Deposit

 Request for Account Statement

Home Banking Service Requests

 Cash Pick Up Request

 Cash Delivery Request

 Cheque Pick Up Request

 Demand Draft Delivery Request

Charge/Prepaid Card Related Request

 Report Lost/Stolen Debit Card

 Debit Card Activation for use at Merchant Establishments

 Request for Debit Card
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Kotak Mahindra Bank
 Request for a New PIN for your Debit Card


 Change Primary Account for Debit Card

 De-connect Account(s) from Debit Card

 Block/Unblock Debit Card

 Purchase of Best Compliments Card (Prepaid Card)

Installment Gateway Related Request

 Register for Payment Gateway

 Modify Payment Gateway Registration

 Client ID Registration for Online Trading

Demat

 This segment gives access to see your Demat account subtle elements. You can likewise
exchange online in these securities by opening an exchanging account with Kotak securities Ltd.

Account Services

 View account action, charging points of interest, holding subtle elements

 Inquire exchange status, Demat status of securities

Solicitations

 Place an online demand for account proclamation, Shareholding points of interest or charging

 Place a demand for Pledge structures or Client Master Details

Extra Features

 In case you need to change over your current offers into Demat design, you can see
securities accessible for Demat

 You can see the subtle elements of your exchange including settlement date, pay in date, pay out
date utilizing the view settlement logbook alternative
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Kotak Mahindra Bank
Ventures
 This segment empowers you to view and buy/reclaim Mutual Funds on the web and
different points of interest of your venture with us.

Record Services

 Keep track of your venture online – see account subtle elements, exchange points of interest
and current NAV, rate pick up/misfortune and IRR

 Get points of interest of ventures by resource Class or Fund Name
Transaction administrations
 Purchase/recover Mutual Funds on the web


 Place standing Instruction for auto charge of your record and interests in the chose subsidize

Solicitations

 Check status of your Buy/offer solicitations

Different Features

 Get the most recent NAVs

 Get warning administrations and industry reports on a nonstop premise

 Online exchange availability can be seen on Net Banking wherein you can know whether you
are KYC consistent for Mutual Funds speculations

Kotak Netc@rd

 This is an onetime utilize virtual card which empowers you to shop online on any site that
acknowledges VISA cards, secury.

Kotak Netc@rd Usage

 Generate your Kotak Netc@rd by either signing onto Net Banking or utilizing little
programming application – Kotak Netc@rd Quick Pay – introduced on your PC.
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Kotak Mahindra Bank
 Cancel cards in the event that you don't wish to utilize them.

Exchange Services

 View card points of interest including the status of the card, card sum, make date, expiry date

 View Transaction points of interest including the card number, vendor name where the card
was utilized and settlement sum
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Kotak Mahindra Bank
6.RESEARCH OBJECTIVE
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Kotak Mahindra Bank
Objective of the Study
 A study on customer’s satisfaction on Net Banking facility of Kotak Mahindra bank.


 To study reason for the limited use of Net Banking Services.

 To create awareness among customers towards Net Banking.
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7.RESEARCH METHODOLOGY
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Kotak Mahindra Bank
Research Methodology
Research Methodology is a way systematically to solve the research problem. It may be

understood as a science of studying how research is done scientifically. It is necessary for the
researcher to know not only the method or techniques but also methodology.
Research Method
Descriptive Method
Descriptive studies, primarily concerned with finding out “ How is, where is and may also give
different preference according to demographic factor such as age, gender, annual income,
occupation.
Source of Data
➢
Primary Data
Primary data has collected directly from customer through structured questionnaires.
➢
Secondary Data
Secondary data has collected from the various magazines, journal, website of KOTAK
MAHINDRA BANK and various website.
Sampling Method
The population includes male and female customers residing in the area of Ahmedabad with the
criteria: Customers with Kotak Mahindra Bank. In this project convenience sampling method is
followed.
Sampling Size
My sample size was 102, who fulfill the basis criteria-Customers with Kotak Mahindra Bank.
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Sampling Unit
A sample unit is a single individual, who is having Kotak Mahindra Bank accounts.
Sampling Technique
Convenience sampling method
Data Collection Method

Self-administered personal survey method used to collect necessary data, For this purpose
appropriate questionnaires were designed.
Structure of Questionnaires
The questions formulated were structured and non-disguised. The questions were asked in order
to get all the necessary information to see that the respondents could answer them with case. This
pattern adopted facilitated in analyzing the data.
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8. DATA ANALYSIS
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Data Analysis
Age
Age Respondent Percentage

18 to 25 44 43.10%
25 to 35 43 42.20%
35 to 45 13 12.70%
45 above 2 2%
Total 102 100%
2%
12.70%
18 to 25
25 to 35
43.10% 35 to 45
45 above
42.20%
INTERPRETATION:
There were majority of 18 to 25 age group 43.10% . By analysis conducted that more 45 age
concern about, being updated with the investment options, business transactions, saving plan,
contact with bank etc.
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Kotak Mahindra Bank
Gender
Gender Respondent Percentage

Male 64 62.70%
Female 38 37.30%
Total 102 100%
37.30%
Male
Female
62.70%
INTERPRETATION:
From the above chart 62.70% of the respondents are male, 37.30% of respondents of female.
One of the reasons could be that male are into commercial and business so more use of the net
banking products than the female.
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Kotak Mahindra Bank
Occupation
Occupation Respondent Percentage

Student 27 26.50%
Business/Self-employed 44 43.10%
Other 31 30.40%
Total 102 100%
26.50%
30.40%
Student
Business/Self-employed
Other
43.10%
INTERPRETATION:
As per above graph 43.10% of business/self-employed and 30.40% Other Occupation responds
for survey of Net banking. In scenario as per the analysis conclude business/self-employed and
other Occupation are more using of Net Banking.
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Kotak Mahindra Bank
Annual Income
Annual Income Respondent Percentage

Below 2.5 lacks 48 48%
2.5 - 5 lacks 34 38%
5 - 10 lacks 14 14%
Above 10 lacks 4 4%
Total 100 100%
4%
14%
Below 2.5 lacks

48% 2.5 - 5 lacks
5 - 10 lacks
Above 10 lacks
38%
INTERPRETATION:
There were the reason could be more income of business more he want to save, reinvest in
business, go for the other investment option. Conclude that whose income more than 2.5 lacks
they were higher use Net banking.
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Kotak Mahindra Bank
Account Type
Account Type Respondent Percentage

Current Account 11 10.90%
Saving Account 60 59.40%
Loan Account 4 4%
Others 26 25.70%
Total 101 100%
10.90%
25.70%
Current Account
Saving Account
4% Loan Account
Others
59.40%
INTERPRETATION:
Majority of customers are having all type of account excluding saving account. As per the
analysis it is found that current account 10.90%, loan account 45 and other account 25.70%.
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Do you use Kotak Mahindra Bank Net Banking Services?
Respondent Percentage
Yes 72 70.60%
No 30 29.40%
Total 102 100%
29.40%
Yes
No
70.60%
INTERPRETATION:
As a survey Net banking facilities provided by the bank is user or not in the booming phase on
an average 70.60% of the customer are utilizing net banking facilities. Bank should move to
focus to spread awareness of customer regarding to the net banking facilities by bank.
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Kotak Mahindra Bank
Which instrument by using Net Banking?
Mobile
phone 93 93.90%
PC/LP 6 6.10%
Total 99 100%
6.10%
Mobile phone
PC/LP
93.90%
INTERPRETATION:
As per analysis conclude that the more using Net banking services by mobile phones and less
than laptop because customers easy to use from anywhere their of Net banking services.
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Kotak Mahindra Bank
Which type of online banking you are using?
Net Banking 56 58.30%
Mobile Banking 40 41.70%
Total 96 100%
41.70%
Net Banking
Mobile Banking
58.30%
INTERPRETATION:
After the survey, we found that 58.30% people are using Net banking and 41.70% people are
using Mobile banking. Most of people are using Net banking.
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How long have you been using Net Banking?
Less than 6 Month 31 31.60%
6 to 12 Month 27 27.60%
More than 1 year 40 40.80%
Total 98 100%
31.60%
40.80% Less than 6 Month
6 to 12 Month
More than 1 year
27.60%
INTERPRETATION:
There are most of the customer using net banking facilities less than 6 month 31.60% and more
than 1 year 40.80. Conclude the more customers at the time of open the account start use the Net
banking.
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Kotak Mahindra Bank
How frequently do you use Net Banking services in a month?
Respondents Percentage
Rarely 27 27.60%
1 to 4 times 36 36.70%
5 to 10 times 19 19.40%
More than 10 times 16 16.30%
Total 98 100%
16.30%
27.60%
Rarely
1 to 4 times
19.40% 5 to 10 times
More than 10 times
36.70%
INTERPRETATION:
As per analysis most of the customer 58.30% of using Net banking services 1 to 4 time in the
month and conclude that using Net banking for fund transfer & account statement.
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How you come to know about Net Banking?
By Bank 62 63.30%
Message or Mail of Bank 15 15.30%
Advertise 6 6.10%
Others 15 15.30%
Total 98 100%
15.30%
6.10%
By Bank
Message or Mail of Bank
Advertise
15.30%
63.30% Others
INTERPRETATION:
There were most customers 42% whose know about Net banking facilities by branch and another
15.30 % get message or mail of bank and others. It conclude when customer opening their
account at branch to aware about Net banking by bank.
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Do you still visit our branch since you started using our Net Banking?
Yes 72 73.50%
No 24 24.50%
NA 2 2%
Total 98 100%
2%
24.50%
Yes
No
NA
73.50%
INTERPRETATION:
As per analysis customer using Net banking there were more people responds that they visit
branch 73.50% and 24.50% not visit branch. Conclude the more customers are start Net banking
facilities visit to branch.
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Kotak Mahindra Bank
Do you thing Kotak Mahindra Bank Net Banking is secured and safe?
Highly Agree 24 24.50%
Agree 60 61.20%
Natural 11 11.20%
Disagree 3 3.10%
Highly Disagree
Total 98 100%
3.10% 0
11.20%
24.50% Highly Agree
Agree
Natural
Disagree
Highly Disagree
61.20%
INTERPRETATION:
More than 61.20% customers who are agree foe secured and safe using Kotak Mahindra Net
banking. Conclude majority of customer with security of Kotak Mahindra bank Net banking.
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Which of the following do you prefer most for verification and authentication in Net
Banking?
Security Device 32 33%
SMS Text Password 32 33%
Verification call 26 26.80%
Code in mail 7 7.20%
Total 97 100%
7.20%
Security Device
33%
SMS Text Password
26.80%
Verification call
Code in mail
33%
INTERPRETATION:
As per analysis most of the customers more prefer for verification and authentication in Net
banking is Security device and SMS text Password.
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Which of the following Net Banking features do you use the most?
Bank Statement 28 28.60%
Others balance Inquiry 18 18.40%
Utility bill payment 5 5.10%
Fund transfer 45 45.90%
Retrieving 2 2%
Total 98 100%
2%
Bank Statement
28.60% Others balance Inquiry
Utility bill payment
45.90% Fund transfer
Retrieving
18.40%
5.10%
INTERPRETATION:
There were majority of 45.90% customers using Net banking facilities for fund transfer.
Conclude it current holders mostly use of fund transfer.
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Overall, how satisfied are you with our Net Banking Services?
Very Satisfied 21 21.40%
Satisfied 65 66.30%
Neutral 9 9.20%
Dissatisfied 1 1%
Very Dissatisfied 2 2%
Total 98 100%
1% 2%
9.20%
21.40%
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
66.30%
INTERPRETATION:
As per analysis 66.30% of customers satisfied with the Kotak Mahindra bank net banking
facilities.
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What is reason for not using Net Banking?
Confusing 21 21.60%
Lack of Information 27 27.80%
Fear of security 30 30.90%
Other 19 19.60%
Total 97 100%
19.60% 21.60%
Confucing
Lack of Information
Fear of security
Other
30.90%
27.80%
INTERPRETATION:
As per analysis customers not using Net banking because of lack of information as well as fear
of security. Conclude to awareness about security & it net banking to customers by bank.
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9 .HYPOTHESIS AND
HYPOTHESIS TESTING
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H1: There is a significant association between age & in use of type of online banking.
Current Saving Loan Others Row Total

Account Account Account
18 to 25 9 15 2 16 42
(5.04)[3.11] (23.94)[3.34 (2.10)[0.00] (10.92)[2.36]
25 to 35 1 36 1 3 41
(4.92)[3.12] (23.37)[6.83] (2.05)[0.54] (10.66)[5.50]
35 to 45 1 5 (7.41)[0.78 1 6 13
(1.56)[0.20] (0.65)[0.19] (3.38)[2.03]
45 Above 1 1 1 1 4
(0.48)[0.56] (2.28)[0.72] (0.20)[3.20] (1.04)[0.00]
Column 12 57 5 26 100
Total (Grand
Total)
INTERPRETATION:
The chi-square statistic is 32.4966. The p-value is .000163. The result is significant at p <
.05.thus the null hypothesis is rejected and we can conclude that. There is association between
age of customers and type of online banking preferred to buy.
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H2: There is no association between Age & Tools of verification & authentication
Net Banking.
Security SMS Text Verification Code in mail Row

device Password call Total
18 to 25 15 18 5 4 42
(14.28)[0.04] (13.860[1.24] (10.92)[3.21] (2.94)[0.38]
25 to 35 12 12 15 1 40
(13.60)[0.19] (13.20)[0.11] (10.40)[2.03] (2.80)[1.16]
35 to 45 6 2 4 1 13
(4.42)[0.56] (4.29)[1.22] (3.38)[0.11] (0.91)[0.01]
45 Above 1 1 2 1 5
(1.70)[0.29] (1.65)[0.26] (1.30)[0.38] (0.35)[1.21]
Column 34 33 26 7 100
Total (Grand
Total)
INTERPRETATION:
The chi-square statistic is 12.3918. The p-value is .192114. The result is not significant at p <
.05.thus the null hypothesis is accepted and we can conclude that. There is association between
age of customers and tools of verification & authentication Net Banking.
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10. LIMITATION OF THE STUDY
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Limitation of the study
 Only 102 examples of responders, which includes a little example, a few respondents falter in
giving data.

 The data gave by respondents may not be dependable.

 During the information accumulation the respondents did not fill the surveys really for example
the respondents who were surrounded for the client of the Net saving money offices. Because of
this there might be variety in the outcomes acquired.

 The respondents confined themselves from noting the inquiry specified for the dread of letting
their perspectives uncovered to others.
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11. FINDING
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Findings
 After the survey, it was found that most of the people are not aware about the benefits of Digital
Banking.

 It was found that the people of higher age group were less familiar to technology, which led to
less use of Mobile banking or Net banking.

 Finding that Kotak Mahindra Bank online server are not work sometimes correctly.

 People having confusion about 811 account.

 People are not aware about charges in detail.

 From the company point of view, I got to know that Kotak Mahindra Bank is lacking in its
promotion. Means Kotak Mahindra Bank is not Focusing in Spreading awareness among people.
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12. SUGGESTION / RECOMMENDATION
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Recommendations
 Focus on spreading awareness about the products from different mediums.


 Build a good customer relationship through greetings, offers on travel card etc.

 Guide the customers nicely in a very easy manner so that they can easily install and use 811.

 Kotak Mahindra Bank should open it branches across India. Means branches with more ATMs
so that people can easily reach the bank whenever they want.

 Kotak Mahindra Bank must organize events time to get a feedback from customer about their
development and to check their satisfaction level.
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13. CONCLUSION
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Conclusion
It is observed that AGE & OCCUPATION plays an important role with respect to the use of Net
banking services. Is found that the more than 45 age are less comfortable with use of these
services and aware about higher security feature to customers. From this I call conclude that even
the preceding generation is becoming more & more aware of benefits & convenience of net
banking. With respect to the literacy level it is observed that majority of customers have
knowledge of limited aspects of information technology.
From the study it is observed that customers are willing to use modern banking facilities having
given them adequate guidance and higher security measures by bank.
With respect to the frequency to visit it is observed that customers make frequent visit to banks
which can be minimized with optimum provision of net banking.
Safety is the major factor while doing investments as 26.34 percentages of the respondents are
investing their money due to safety & 16.10 percentages of the respondents are investing their
money in tax saving scheme for tax benefit purpose.
The data analysis of research reveals that the safety is concerned as important factor while doing
investment, so remaining avenues are less found less considerable while doing investment by
investors.
it is needed to save what you earn, to have a plan for your future, and to resist the
spending funds that you do not already have.
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14. Bibliography and Reference
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References
Sharma, B.P. (1974),"The Role of Commercial Banks in India's Developing Economy", Sultan
Chand and Company Pvt. Limited, New Delhi, p.1
Government of India (1991), Report of the Committee on the financial system (Chairman Shri
M. Narsimbam), New Delhi
Shirai Sayuri (2002), 'Road from State to Market Assessing the Gradual Approach to Banking
sector Reform in India", Asian Development Bank Institute Research Paper no.32 pp.9
Reserve Bank of India (2002), Report on Currency and finance, Reserve Bank of India, Mumbai
Ganeshan P. (2003), "Impact of Priority sector Advance on Profitability of Public Sector Bank in
India", Journal of Financial Management and Analysis 16(2) p. 14
Reddy, Y.V,(2000), "Financial Sector Reform, Review and Prospects", Monetary and Financial
Sector Reform in India, A Central Banker's Perspective, UBSPD New Delhi pp.24-31 34
Mohan R.(2004), "Financial Sector Reforms in India; Policies and Performance Analysis",
Lecture Delivered at the international Monetary Fund, Washington, D.C
• www.kotak.com
 http://business.mapsofindia.com/banks-in-india/Kotak-mahindra-bank-online.html

• http://www.bankbazaar.com/ifc-code/kotak-mahindra-bank.html
• http://www.moneycontrol.com/company-facts/kotakmahindrabank/history/KMB
 • http://profit.ndtv.com/stock/kotal-mahindra-bank-ltd_kotakbank/reports








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Oakbrook
 Business School
Kotak Mahindra Bank
15. ANNEXURE
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Annexure
A study of customer satisfaction of Net Banking Facilities at Kotak Mahindra Bank
Name:
Gender:
Male [ ] Female [ ]
Occupation:
Student [ ] Business/Self-employed [ ]
Other [ ]
Annual Income:
Below 2.5 lack [ ] 2.5 – 5 lacks [ ]
5 – 10 lacks [ ] Above 10 lacks [ ]
Age:
18 – 25 [ ] 25 – 35 [ ]
35 – 45 [ ] 45 Above [ ]
Account Type:
Current Account [ ] Saving Account [ ]
Loan Account [ ] Others [ ]
Q.1 Do you use Kotak Mahindra Bank Net Banking Services?

Yes [ ] No [ ]
Q.2 Which instrument by using Net Banking?

Mobile Phones [ ]
PC/Lap [ ]
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Q.3 Which type of online banking you are using?

Net Banking [ ] Mobile Banking [ ]
Q.4 How long have you been using Net Banking?

Less than 6 month [ ]
6 to 12 months [ ]
More than 1 year [ ]
Q.5 How frequently do you use Net Banking services in a month?

Rarely [ ] 1 to 4 times [ ]
5 to 10 times [ ] More than 10 times [ ]
Q.6 How you come to know about Net Banking?

By Bank [ ] Message or mail of bank [ ]
Advertise [ ] Others [ ]
Q.7 Do you still visit our branch since you started using our Net Banking?
Yes [ ] No [ ] NA [ ]
Q.8 Do you thing Kotak Mahindra Bank Net Banking is secure and safe?
Highly Agree [ ] Agree [ ] Natural [ ]
Highly Disagree [ ] Disagree [ ]
Q.9 Which of the following do you prefer most for verification and authentication in
Net Banking?
Security device [ ]
SMS Text Password [ ]
Verification call [ ]
Code in mail [ ]
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Q.10 Which of the following Net Banking features do you use the most ?
Bank Statement [ ]
Others Balance inquiry [ ]
Utility bill payment [ ]
Fund transfer [ ]
Retrieving [ ]
Q.11 Overall, how satisfied are you with our Net Banking Services?
Highly satisfied [ ] satisfied [ ] Natural [ ]
Highly Dissatisfied [ ] Dissatisfied [ ]
Q.12 What is reason for Not using Net Banking?

Confusing [ ]
Lack of information [ ]
Fear of security [ ]
Other [ ]
80 | P a g e

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A Summer Internship Project Report

Under the guidance of

Gujarat Technology University

I Undersigned __Monika G. Babariya__ a student of Oakbrook Business School MBA 3rd

Enrolment Number Name Sign

Signature and Date

Rating of Project Report [A/B/C/D/E]: ______

(A=Excellent; B=Good; C=Average; D=Poor; E=Worst)

Signature of the Faculty Guide/s

Signature of Principal/Director with Stamp of

It was a great opportunity for me to do an internship in Kotak Mahindra Bank.

Sr. No. Particulars Page No.

Introduction of Banking Industry

"Bank implies a seat or table for evolving cash'.

History of Banking in India:

Non Scheduled Banks

Old Private Bank

New Private Banks

Saving money Product Portfolio:

Corporate Salary account

Senior Citizenship plot

Credits and Advances

Purchaser Durable Loans

Advances against Shares and Securities

Keeping money Services

 Regular Saving and current records

Web based Banking

Introduction about Kotak Mahindra Bank Ltd.

Products and Services

1985 Kotak Mahindra Finance Ltd. commences bill discounting business

VISION OF KOTAK BANK

The Global Indian Financial services Brand

The Most Trusted Financial Services Company

Kotak Mahindra General Insurance Company Ltd.

As a practice, the company seeks to provide a differentiated value proposition through

Kotak Mahindra Capital Company (KMCC)

Kotak Mahindra Prime Ltd. (KMPL)

Kotak International Business

Kotak International Business specializes in providing a range of services to overseas customers

Kotak Mahindra Asset Management Company Ltd. (KMAMC)

Kotak Private Equity Group (KPEG)

Kotak Realty Fund

5. INTRODUCTION OF THE TOPIC

Introduction of Net Banking

IS some Of the Distinctive Features of Kotak Mahindra Net Banking are:

 Bank 24X7 – anyplace, whenever

Term Deposit Accounts

 Book your Term Deposit Online

Administration Requests are as underneath

 Saving and Current Account benefit Request.

 Request for a New PIN for your Debit Card

 Purchase/recover Mutual Funds on the web

Objective of the Study

 A study on customer’s satisfaction on Net Banking facility of Kotak Mahindra bank.

Research Methodology is a way systematically to solve the research problem. It may be

Data Collection Method

Age Respondent Percentage

Gender Respondent Percentage

Occupation Respondent Percentage

Annual Income Respondent Percentage

Below 2.5 lacks

Account Type Respondent Percentage

Do you use Kotak Mahindra Bank Net Banking Services?

I Undersigned Monika G. Babariya a student of Oakbrook Business School MBA 3rd