Mutual Fund Analysis

HUMAN RESOURCE PRACTICES IN SERVICE SECTOR WITH REFERENCE
TO KOTAK MAHINDRA BANK
CHAPTER 1
INTRODUCTION
KOSHYS INSTITUTE OF MANAGEMENT STUDIES Page 1

Human Resources practices refer to organizational activities directed at managing the

globally competitive and challenging business scenario, the success of the Indian
industry besides other factors will be to a great extent influenced by how it manages
its human resources – the employees who make things happen. The traditional man
management practices have undergone a sea change. In an increasingly competitive
market, to meet the challenges and to achieve organizational and assertive
professional management are inevitable.
The potential worth of the staff must be enhanced by enhancing and linking their
skills and capabilities in tune with the up to date necessities of the market. The human
resource is a function which is mainly concerned with people at work. It is the
resource which plans, allocates and provides for all other resources in organizations.
Most of the organizations have sidelined the Human Resource function owing to lack
of immense knowledge about the importance involved in the successful handling of
that function.
The human resource function has emerged as one of the most important of
organizational practice. With the ushering in of the new millennium, experts are of
the view that the internal customer. i.e. The human resource would be playing a
major role in driving the 21st century organization. To cope with the shift in external
environment, business organization. To cope with the shift in external environment,
business organizations have to put themselves to litmus test to check the objectivity
of prevailing human resource practices. In the present environment of information
technology, organizations that are planning to operate in global scenario will have to
prepare their employees accordingly. In this study an attempt has been made to assess
the perception of employees of on the human resource management policies and

practices and the level of job satisfaction of employees of the pubic sector banks
operating in bangalore district of Karnataka
Meaning of human resource

Among the various factors of production like money, material, men and machines in
an organizations, human resource is considered the most important factor. This is
because the efficient use of other physical resources like land and capital is dependent
on how the human factor is used on various operations. Except man all other
resources depreciates with time. Man is the most valuable resource which appreciates
with time if a right environment is given to him and hence termed as “human
resource”. Human resources consist of those groups of people who are already to
provide their services for the benefit of the organization.
Human resource is always remains central to the organizations as dynamic and

effective people can construct dynamic enterprises. Only efficient workers are
capable and have inspiration of turning dreams to reality. Organizational objective
can only be accomplished though the talented people. Hence to remain competitive in
the dynamic environment, it should be the constant endeavour of organization to
energize, assist and train their workers to maintain utmost efficiency.
Human resource is both exclusive as well as important. It is but obvious that an

organization would try to obtain and make the best use of this resource. The most
crucial and challenging task of the organization which is concerned with managing
the people resources of an organization is human resource management. It can be
defined as acquiring the right talent, training and developing them, motivating them
to sustain in the workplace to effectively attain the objectives of the organization.

One of the aims of this process is to bridge the gap between the organization and its
people. The purpose is to make an individual deliver his best and lending a supportive
arm to the organization.
NEW TRENDS IN INTERNATIONAL HRM

International HRM places larger stress on a spread of responsibilities and operates
function like relocation, orientation and translation services to assist workers adapt to
a new and completely different surroundings outside their own country.
Selection of workers needs careful analysis of the non public characteristics of the
candidate and his/her married person.
Training and development extends on the far side info and orientation coaching to
incorporate sensitivity coaching and field experiences that may change the manager
to grasp cultural variations higher. Managers ought to be compelled to be shielded
from career development risks, re-entry problems and culture shock.
In several European countries - federal republic of Germany for one, law establishes
representation. Organizations generally talk terms the agreement with the unions at a
national level. In Europe it's additional doubtless for salaried employees and
managers to be unionized.
HR managers brought the subsequent things to confirm success

Use manpower skills and talents as so to use environmental opportunities and
neutralize threats.
Employ innovative reward plans that acknowledge worker contributions and grant

enhancements. Indulge in continuous quality improvement through TQM and 60

minutes contributions like coaching, development, counseling, etc
Decentralize operations and have confidence self-managed groups to deliver product

in troublesome times e.g. Motorola is famous for short product development cycles. It
has quickly commercialized concepts from its analysis labs.
INDUSTRY PROFILE
INTRODUCTION:
Banking is a vital part of our daily life: At office, at business, at home, at school, on
travel everywhere we counter some aspect of banking. The significance of banking in
our day to day life is being felt progressively. Money plays a leading role in today’s
life. Forms of money have evolved from coin to paper, currency notes to credit cards.
Commercial transactions have increased in content and quantity from simple banker
to international trading. Hence the need arose for a third party who will assist for
smooth transaction, mediate between the seller and buyer, hold custody of money and
goods, pay funds and also to collect profits. That third party was the “banker”. As the
number of such mediators grew there is need to control. Such mediating agencies
gave birth to the construct of “banks” and “banking”. The Banking system plays a
dynamic role within the economic development of a rustic. The growth story of an
economy depends on the lustiness of its banking system. Banks act as the store as
well as the power house of the country’s wealth. They accept deposits from
individuals and corporates and lends to the businesses. They use the deposits
collected for productive functions that facilitates within the capital formation within
the country.

History of Banking in the World 1
❖ Origin of the term ‘Bank’
The word bank was borrowed in Middle English from Middle French banque, from
Old Italian banca, from Old High German banc, bank means "bench or counter".
Benches were used as desks or exchange counters throughout the Renaissance by
metropolis bankers, who accustomed create their transactions on desks linked by
inexperienced tablecloths. Historically, some banks were reffers to as banks of
deposit, and mainly held -deposits of foreign and domestic currencies and arranged
payment in foreign trade transactions. Other banks created deposits that acted as a
current medium of cash.
❖ The beginning of banking industry
The History of Banking began at about 2000BC of the ancient world when merchants
made grain loans to farmers and traders started carrying goods between cities within
the areas of Assyria and Babylonia. The Code of male monarch, dating back to about
1772 BC, is one of the oldest interpreted writings that deal with matters of contract
and set the terms of a transaction. This code conjointly enclosed standardized
procedures for handling loans, interest, and guarantees. Later on, in ancient Balkan
nation and through the Empire, primarily based in temples created loans and Bagan
acceptive of deposits. Banking activities in Balkan nation sqare measures additional
varied and complex than in any previous society. They took deposits, made loans,
modified cash from one currency to a different and tested coins for weight and purity.
They even engaged in book transactions. Moneylenders can be found who will accept
payment in one Greek city and arrange for credit in another, avoiding the need for the
customer to transport or transfer large numbers of coins. Banking, in the modern

sense of the word, can be traced to early Italy, to the rich cities in the north such as
Florence, Venice and Genoa. The development of banking unfold through Europe
and variety of necessary innovations materialized in national capital throughout tha
dutch republic with in the sexteen century and in London in the 17th century. Some
of the scooner systems that expedited trading/exchange of products were barter
system and gift economies.
❖ Barter System
Barter system is an antique techniques that was adopted by folks to exchange their
services and products. This system was used for hundreds of years, before the
invention of cash. People accustomed to exchange the product or services for
different goods or services reciprocally. The advantage of bartering is that it doesn't
involve cash. You can obtain an item in exchange for a few different issue you
presently have, however don't need. The barter system was one in all the earliest
varieties of commerce. It expedited exchange of products and services, as money was
not invented in those times.
❖ Gift Economy
A gift economy (or gift culture) may be a society wherever valuable products and
services square measure often given with none express agreement for immediate or
future rewards. The gifts are exchanged as per the usual informal duties, rather than
an explicit exchange of goods or services for money or some other commodity. Gift
economies were established before the advent of market economies, but slowly
disappeared as societies became more complex. Non-monetary societies operated
mostly on the principles of gift social science and debt. When barter did in really
occur, it was usually between complete strangers.

❖ 1970s-2000s
Deregulation throughout the seventies, there was a variety of little securities market
crashes tied to the rules place in situ once the nice Depression. These crashes
controlled to the deregulation of banking restrictions and privatization of
government- owned financial institutions. Global banking and capital market services
increased during the 1980s after deregulation of financial markets in a number of
countries.
INDIAN BANKING SECTOR GROWTH
• Banking sector in india is started in the 18 th century with the name of general
banking of india came in existence in the year 1786.
• The three banks established by government of india are:
1. Bank of Bengal established in the year 1809.
2. Bank of Bombay established in the year 1840.
3. Bank of Madras established in the year 1843.
• In 1920 the 3 presidency banks are merged and form imperial bank of india under
the act of 1920 which is known as a State bank of india.
• The first absolutely Indian owned bank was the Allahabad bank established in
1865.
• 14 major banks are nationalized in the year 1959.
• In 1990’s the market expanded the establishment of banks such as Punjab national
bank.
In 1935 RBI formally took the responsibility of regulating the indian banks.

• RBI was nationalized in the year 1947 after independence and give broader powers.
• Private banks are leaders in internet banking, phone banking, ATM’s, so only
foreign banks are concerned they are likely to succeed in Indian banking industry.
• Present scenario public and private sector banks as well as foreign banks provide
better which saves customer times.
• In present people are doing all types of transactions through online.
DEFINITION OF BANK:
“According to banking regulation act 1949 sec 5 (b) 66 banking means accepting
deposits for the purpose of lending and investment of money from the public which is
payable on demand”. Therefore banking is a kind of business the bankers is a dealers
in claims to money bag banker provides the necessary finance during the interval
between the production of goods and their final disposal, but banks would not have
been has important as they are today if there were merely purveyors of money.
THEORETICAL BACKGROUND OF THE STUDY

The human element is the most important resources for organizations today, where it
became the important process of human element management because other
resources that lead to the success of the organization are less powerful than it was
before. The basis of competitive advantage for organizations today comes only by
looking at the human resources management issues.
Therefore, this chapter deals with a number of topics on the subject of theoretical study,
and that can help to contribute to the enrichment related aspects of Human Resource
practices.

In this chapter, the researcher studied about the human resource management in terms
of, meaning, definition of HRM, objectives, importance, functions, etc. The
researcher also talked about the study axioms regarding to, HR planning, HR
selection and placement, HR training, HR incentives, HR promotion, HR rewards,
HR performance appraisal, Through access to appropriate scientific references on the
subject of the study which can contribute to the development of the work of human
resources management in both universities under- study. The present research would
prove to be suitable tributary for libraries of Yemen as well as to the researchers who
are working in the same field.
Human Resource Management
Human Resource Management is an integral part of all the functions of modern

management. It is more concerned with the development of employees rather than the
direction of things. Growth of consciousness amongst men has made human relations
as the most important problem of modern management. Making people work
efficiently has become the most important function of all good business managers.
Today, human resource management has become a highly specialized job. It
permeates at all levels of modern management.
HRM means managing men or people. It is individuals, if not properly managed

become problem. HRM involves all managerial decisions, plans, policies and
practices that influence human resources directly.
IMPORTANCE OF BANK
❖ Bank mobilize the small savings and they will lend to people to use their own
purpose or to start business and they will charge certain percentage of interest
on lendings

❖ Banks attract people by offering more interest on savings of people in order to

promote the bank.
❖ By accepting the savings of the people banks and security to the surplus money of
the depositors.
❖ Money transfer helps to make payment from person to other in different places or
branches.
❖ Banks provide overdraft facilities to its customer on charging certain percentage

of interest and with certain conditions.
❖ Act as an agent to customer for purchase or sale of shares, provision of lockers

payment of monthly and dividends on stock.
Objectives of HRM
The general objectives of HRM are as follows:
❖ To achieve the organizational goals by proper utilization of human resources
❖ To develop and maintain healthy working relations among all the employees and
to adopt sound, desirable organization structure.
❖ To integrate individual and group goals within an organization.
❖ Establishing mutually satisfying work relationships between all the workers of the
business enterprises at different work levels.
❖ It provides adequate opportunities to the highest level of perfection with due dignity
and well—being.

❖ Effective & optimum utilization of human resources within the enterprise without
their exploiting to attain economically and effectively the goals of the business
organization.
❖ To create opportunities and facilities for individual and group developments

according to the growth and development of the organization.
❖ To identify and satisfy individual, worker and groups needs, such as fair wages
and salaries, incentives, welfare facilities, social security, prestige, reorganization,
security, status etc.
❖ To motivate the employees and keep their moral high.
❖ To develop and maintain healthy relations between management and employees.
❖ To develop the human assets continuously through the training and development
programmes.
❖ To contribute in minimizing of socio- economic evils such as unemployment

problems, unequal distribution of income and wealth.
❖ To provide an opportunity to employees to participate in decision making in the

organization.
❖ To provide desirable leadership to lead the working groups.
IMPORTANCE OF HUMAN RESOURCE
• Human resource is focusing on hiring skilled people who are able to be promote the
growth of enterprise and also retain them for long term through manpower planning,
effective recruitment procedure, selection and fair policies of promotion.

• Enriching employees by building and improving important skills and correcting

their attitude by proper training and development, performance appraisal.
• Making optimum use of existing human resource.
• Guaranteeing a talented team of loyal and devoted employees for the organization
in future.
• Gaining the voluntary cooperation from theemployees by motivation,

participation, grievance handling.
• Creating opportunities for employees so that they can develop their caliber.
• Ensuring that healthy relationships are maintained among team members and work
of assigned properly to both employees and teams.
• Enabling employees to live with dignity by providing them employment which

gives them mental and social satisfaction.
• Human resource improves economic growth of the country. This finally leads to
increased living standard and employment.
NEED FOR THE STUDY

Employees’ perception and job satisfaction are essential factors for better service in
public sector banks as they include the effectiveness and motivation. Hence the study has
been initiated from the desire to study and measure the degree of employee perception
and job satisfaction in the public sector banks in bangalore district and explore the
various possibilities to improve them for the benefit of the Banks as well as employees.

CHAPTER-2
REVIEW OF LITERATURE AND

RESEARCH DESIGN

REVIEW OF LITERATURE:
The review of literature will indentify gaps in existing research, shaping the elements
of questionnaire and finding will present both qualitative and quantitative data. The
reviews of various associated studies conducted in this imperative field of research
are presented. For the sake of clarity, the literature has been reviewed under the
following headings: HRM adoption, usage, implementation, attitude, application,
effectiveness.
Strohmeier and kabst (2009):

On examining the factors that, influences the cross-national organizational adoption
of HRM in Europe, major general and contextual influence factors were derived and
tested.
Voermans and Veldhoven (2007)

A study conducted on attitude towards HRM utilized an online questionnaire, for 99
managers and 257 employees within Philips (Electronics) ,Netherlands and found that
differences in perceived usability of current IT systems, in additional because the most
popular hour roles strategic partner (high preference) and employee champion (low
preference), were related to a positive attitude towards HRM systems. For managers,
user support was also found to be a predictor of a positive attitude towards HRM.
Ruel (2004)
An explorative empirical study conducted in five large companies on web-based
HRM. They all overthat the goals of HRM sqare measures primarily to enhance HR’s
body potency to realize value efficiency reduction and conjointly found that
international corporations appear to use the introduction of HRM to
standardize/harmonize HR policies and processes.

Yusliza and Ramayah (2011)

A study on the Factors Influencing Attitude towards Using Electronic HRM in
Malaysia was administered the questionnaire to the participants during the seminar
and explored that clarity of HRM goals, user satisfaction with HRM, perceived
usefulness perceived ease of use, intention to use HRM, user support, social
influence, and facilitating condition have a significant impact on attitude towards
using HRM. However, HRM trust has no influence on attitude towards using HRM.
This study has identified important factors associated with attitude of the HR
professionals towards using HRM.
Shane (2009)
A Study was conducted on Development and Validation of a measure that examines
attitudes towards HRM Practices in South Africa with the main objective to
investigate, analyze and evaluate attitudes towards electronic human resource
management
Bondarouk and Ruel (2009)
A Study on the HRM effectiveness was conducted in a public sector organization from
multi-stakeholder perspective presents results from a qualitative study. Line managers
and employees were interviewed to examine the linkages between the use of HRM
applications and perceived effectiveness of HRM. Results of the analyses indicate that,
the appreciation of HRM applications is related to HRM effectiveness, and divulges
variations within the use of HRM between line managers and staff.
Zafar (2010)
A case study was conducted on e -Human Resource Management on banking sector
in Pakistan. The research is carried out at the State Bank of Pakistan’s Human

Resource Division. An open-ended questionnaire was developed to gather

information about HR practices in the organization. The analysis showed that because
the latest advanced technologies provide the potential to contour several time unit
functions. The Bank is increasingly utilizing information technology to design and
deliver their HR practices.
Haines and lafleur (2010)

A study was conducted in Canada between HR managers to assess the relationship
between the degree IT supported HR activities and HR managers perceptions of HR‘s
technical and strategic effectiveness. For the purpose of this study across 210 firms
was surveyed. Study found a positive relationship between the degree of IT support
of HR activities and HR manager‘s perceptions of the organization‘s HR strategic
effectiveness, and with the quality of HR‘s strategic and change agent roles.
Varma and Gopal (2011)

A Study was conducted for the Implications of implementing Electronic-Human
Resource Management Systems in Companies with the objective to identify the
challenges associated with the implementation and maintenance of HRM systems and
also to offer recommendations for enhancing the effectiveness of HRM systems.
Yusoff (2011)
A study conducted on the adoption and usage of a HR information system (HRIS) among
HR executives and HR professionals worked in companies in Penang, revealedthat
compatibility and visibility were positively related and complexity was negatively related
to extent of use of the HRIS (Ramayah et al., 2006)

STATEMENT OF THE PROBLEM

Years Indian business organizations have been operating successfully in protected
domestic markets facing competition. The recognition of banking sector, as a tool for
all inclusive growth by economists, monetary planners and reformists has credited it a
very important sector with in the Government’s designing of economic growth.
Retaining the existing customer and attracting new ones has become very difficult for
Indian banks. This can easily be overcome by effective human resource management
policies and practices.
SCOPE OF THE STUDY
The scope of this research is confined to employees in the public sector banks
operating in the geographical limit of Bangalore urban district of Karnataka .The
nine human resource management factors covered under the study are: Recruitment
and selection, training and development, appraisal and reward, performance
management, managing people, promotion and transfer, compensation management
and welfare measure, and industrial relations. This study will also be helpful to draw
up further policy on related fields and act as secondary data for future research.
OBJECTIVE OF THE STUDY

1. To study the relationship between the socio economic variables and job
satisfaction of employees in the study area.

2. To identify the human resource management policies and practices followed by
the public sector.

3. To assess the level of perception of the employees about effectiveness of human
resource management practices of the study units.

4. To assess the level of job satisfaction among the employees of the study units.
5. To offer valuable suggestion to the public banking sector with a view to help them
in shaping their human resource policies as per need of the hour.

6. To council policy measures to boost the worker productivity
SAMPLING TECHNIQUE
Sampling is simply the process of selecting a number of units from a population for a
study in such a way that the units represent the larger group (population) from which they
are selected. Realizing that collecting data from all banks in the country would not be
successful, the researcher affirms that sampling was essential. Thus, the study was
restricted to kotak mahindra bank branches in bangalore urban district, which was taken
as the sample study institution. In all, one hundred and fifty-six (156) respondents as the
sample size consisting of one hundred fifty (100) members who were selected using
sampling technique from three branches and four credit employees and 2 loans committee
members mistreatment purposive sampling technique.
SAMPLING SIZE:
Sample size for the research is selected as 100 respondents
TOOLS FOR DATA COLLECTION

SOURCES OF DATA
▪ PRIMARY DATA
▪ SECONDARY DATA

PRIMARY SOURCE
● Structured questionnaire (Close ended questionnaire) would be circulated to
employees for taking employee response on their perception about organization

culture.
● Personal interviews and field survey
SECONDARY SOURCES:
The secondary data is the information which is already collected and analyzed for
other purposes. Secondary data are used for reference purpose it is used as bench mark
against which the findings of a research can be taken and used as sole source of
information for project research:- Kotak mahindra Bank annual reports, text books,
Websites. data collected but returning to the aim the assessment question can offer a
structure for the organization of data focus for analysis.
LIMITATIONS OF THE STUDY

1. The study on its face appears to be limited as it is carried out in a single Indian
industry, that is banking industry.
2. Its finding cannot be generalized to other industry due to nature of work
environment.
3. The study relies more on the opinion of the respondents which may change from
time to time.
4. The responses are subject to variation depending upon the situation and attitude of
the respondents at the time of the survey.
5. The present study on human resource management practices focuses more on the
outcome of job satisfaction of the employees.

CHAPTER-3
PROFILE OF THE SELECTED ORGANISATION

AND RESPONDENTS

COMPANY PROFILE
The kotak Mahindra bank is the flagship company of the kotak group. Its one the fastest
growing banks and the most popular financial institution in India Kotak Mahindra bank
is one of the private commercial bank in Indian it as be located by Mumbai ,
Maharashtra, india. Established on 1985, the bank as be celebrated 32 th anniversary on
feb 2020. In 2003 RBI( Reserve bank of india) issued by banking licence to kotak
mahindra finance ltd. In 1985 udya kotak founded what become an india financial
services conglomerate. KMFL became the first non banking finance company in india to
be converted into a bank: kotak Mahindra bank limited.

The principal business activities of the Bank are organised into consumer banking
commercial banking corporate banking treasury and other financial services. As of 31st
March 2019 the Bank had 1500 branches and 2352 ATMs covering 744 locations. As at
31st March 2019 the Bank has 19 subsidiaries. The Bank along with its subsidiaries
offers a comprehensive range of financial products and services to its customers. The key
businesses are commercial banking investment banking stock broking vehicle finance
advisory services asset management life insurance and general insurance. The Bank
offers complete financial solutions for infinite needs of all individual & non-individual
customers depending on the customer's need - delivered through a state of the art
technology platform. The Bank offers comprehensive business solutions for the business
community that includes the Current Account Trade Services Cash Management Service
and Credit Facilities. Their Wholesale banking products offer business banking solutions
for long-term investments and working capital needs advice on mergers and acquisitions
and equipment financing. The Bank addresses the entire spectrum of financial needs of
Non-Resident Indians (NRIs). Their tie-up with the Overseas Indian Facilitation Centre
(OIFC) as a strategic partner gives them a platform to share their comprehensive range of
banking & investment products and services for Non Resident Indians (NRIs) and
Persons of Indian Origin (PIOs).
Also they took over FICOM one of India's largest financial retail marketing networks.In
the year 1994 the company formed Kotak Mahindra International in Mauritius and
opened an office in Dubai. They formed Kotak Mahindra (UK) with office in London. In
the year 1996 the car finance business was hived off into a separate company namely
Kotak Mahindra Primus Ltd and Ford Credit took a 40% stake in Kotak Mahindra
Primus. In the year1998 they formed Kotak Mahindra Inc with office in New York. In the
year 2001 Kotak Securities Ltd became a subsidiary company.In February 2003 the
company was given the license to carry on banking business by the Reserve Bank of

India (RBI). 2005 the Bank acquired 40% stake in Kotak Mahindra Primus Ltd (KMP)
held by Ford Credit International (FCI) thereby giving the Bank and their subsidiary
complete ownership of KMP. Simultaneously they also sold their stake in Ford Credit
Kotak Mahindra Ltd (FCKM) to FCI. Kotak Mahindra Bank announced the launch of
`811' India's unique full-service digital banking ecosystem on mobile that will drive the
bank's organic growth agenda. 811 offers a zero balance savings account with zero
charges for all digital transactions where customers can earn up to 6% p.a. on their
savings account balances. 811 offer a completely digital and paperless account opening
experience across nearly 700 locations in India. It can be opened anywhere anytime
within 5 minutes using Kotak's mobile banking app.
Kotak Investments Advisors Ltd. (KIAL) has received new capital commitments of
around Rs 50 billion. The aggregate domestic alternate assets managed by KIAL 2019
were Rs10547 crore. It managed 15 domestic funds during the year. It also advised 5
offshore funds during the year. During the year KIAL successfully exited all investments
in its Managed Account Fund. In the 2015 kotak Mahindra bank acquired ING Vysya
Bank in a merger valued at rupees 150 billion. Kotak Mahindra bank have total 40000
employees and their have 1261 branches in india. the offers banking products and
financial services for corporate and retail customers in the areas of Personal finance,
investment banking, life insurance, and wealth management. The kotak Mahindra bank is
the second largest Indian private sector bank by market capitalization. The Bank
continues to invest in delivery channels, IT infrastructure, customer service, business
process reengineering, innovative products/services and staff knowledge to strengthen
market position.

Overseas branches
The bank has 5 overseas branches one each at London, New York, Dubai, Singapore and
San Francisco.
Security Arrangements
Out of 1391 domestic branches and 99 currency chests in 47 Circle Offices, the Bank
identified 77 branches as High Risk, 701 branches as Medium Risk and 583 as Low
Risk. These Branches were periodically visited by Security Officers as per statutory
guidelines. All the sensitive currency chests were visited by the Chief Security
Officer during the year. The following measures were initiated based on the
instruction from RBI and
State Police Authorities.
All branches were provided with CCTVs
1166 ATMs provided with stand alone CCTV in addition to the inbuilt CCTV in the
equipment.
1186 PAN ATMs guarded with Private Security Guards based on the threat perception
and police authorities
Right to Information
Under the Right to Information Act, 2005, an exclusive Right to Information Act outfit is
functioning to provide information and bring transparency. As per the requirement of the
RTI Act, the Bank has nominated Public Information Officers and Appellate Authorities
at Head Office and in all its 47 Circle Offices to provide information to the applicants.
During the year, the Bank received 2827 RTI applications, 802 First Appeals and 60
Second Appeals as per the provisions of RTI Act, 2005.

Know Your Customers (KYC)

Kotak Mahindra bank has taken several measures for the effective implementation of
Know Your Customer (KYC) and Anti Money Laundering (AML) guidelines and for
ensuring KYC compliance by all branches.
Organizational Changes Made by the Bank

Keeping in view the increased business complexities and the need for imparting more
focus on certain key functional areas, the re-organization/re-aligning functions of
Wings at Head Office and Circles was undertaken. Post-reorganization, there are 28
Wings in Head Office. The organizational design and structure are continuously
revisited and studied for functional excellence. The Bank launched Project ‘smart
group’ aimed at rejuvenating the Bank by focusing on several themes, like,
energizing branches and customer service, increasing sales from branches, growing a
robust asset base and revamping the operating model.
Implementation of Official Language
The bank has made noteworthy progress under the implementation of official
language and has won many prizes.
Joint ventures of Kotak Mahindra bank
❖ Kotak Mahindra Prime Limited(KMPL)
Kotak Mahindra Prime Ltd is among India's largest dedicated passenger vehicle finance
companies. Kotak Mahindra Prime offers loans for the entire range of passenger cars,
multi-utility vehicles and pre-owned cars. Also on offer are inventory funding and

infrastructure funding to car dealers with strategic arrangements via various car
manufacturers in India as their preferred financier.
❖ Kotak Securities Limited(KSL)
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 Mahindra Capital Company(KMCC)
Kotak Investment Banking or Kotak Mahindra Capital company is a full-service

investment bank in India offering a wide suite of capital market and advisory solutions to
leading domestic and multinational corporations, banks, financial institutions and
government companies.
❖ Kotak Mahindra Life Insurance Company Limited
Kotak Mahindra Life Insurance Company Limited Formerly known as Kotak Mahindra
Old Mutual Life Insurance Ltd. has become a 100% subsidiary of Kotak Mahindra Bank
Limited with effect from 13th October 2017.
❖ Kotak Mahindra General Insurance Company Limited
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 & geographies offering an
array of non-life insurance products like Motor, Health, etc.
❖ Kotak Mahindra Asset Management Co. Limited

Kotak Mahindra Asset Management Company Limited is the asset manager of Kotak
Mahindra Mutual Fund. Kotak Mahindra Asset Management Company Limited offers a
complete bouquet of asset management products and services that are designed to suit the
diverse risk return profiles of each and every type of investor.
❖ Kotak Mahindra Trustee Company Limited
Kotak Mahindra Trustee Company Limited acts as the trustee to Kotak Mahindra Mutual
Fund.
❖ Kotak Mahindra Pension Fund Limited
Kotak Mahindra Pension Fund Limited (KMPFL), a subsidiary of Kotak Mahindra Asset
Management Co. Ltd (KMAMC) was appointed as a Pension Fund Manager (PFM) by
the Pension Fund Regulatory and Development Authority (PFRDA)
❖ Kotak Mahindra (International) Limited
This subsidiary of Kotak Mahindra Bank Ltd is registered with the Financial Services
Commission-Mauritius. KMIL has a registered office in Mauritius and a representative
office in Abu Dhabi .
❖ Kotak Mahindra (UK) Limited
KMUK, a 100% subsidiary of Kotak (the parent company). Is one of the first firms of
Indian origin to be authorized and regulated by the Financial Conduct Authority in the
United Kingdom.
❖ Kotak Mahindra Inc.
This subsidiary of Kotak Mahindra Bank Ltd is regulated by the Securities and Exchange
Commission (SEC) and Financial Industry Regulatory Authority (FINRA) in the United
States. It offers investors in US, an opportunity to invest in India through a range of India

specific funds and through facilitating institutional trades through Kotak Securities
Limited. KM Inc has its registered office in Delaware and principal business office in
New York.
❖ Kotak Mahindra Asset Management Singapore Pte Limited
KMAMS, a 100% subsidiary of Kotak (the parent company), is incorporated in

Singapore and serves as the international asset management arm of the Kotak group.
KMAMS is authorised and regulated in Singapore by the Monetary Authority of
Singapore and holds a Capital Markets License to engage in fund management activities.
❖ Kotak Investment Advisors Limited
KIAL is in the business of managing and advising funds across various asset classes
namely (a) Private Equity (b) Real Estate (c) Infrastructure and (d) Listed Strategies.
❖ Kotak Mahindra Trusteeship Services Limited
Kotak Mahindra Trusteeship Services Limited acts as a trustee to domestic venture

capital funds and private equity funds. It also acts as a trustee to estate planning trusts, in
which it assists in setting up private trusts for high net worth individuals to achieve their
succession and financial planning.
❖ Kotak Infrastructure Debt Fund Limited
KIDFL, formerly into forex broking business, was converted into the infrastructure debt
financing business after approval from RBI. The regulatory approval for registration as a
non-banking financial company from RBI has been received in April 2017.
❖ IVY Product Intermediaries Limited
IVY Product Intermediaries Ltd is engaged in marketing and distribution of various

financial products/services of the Bank

❖ BSS Microfinance Limited
BSS Microfinance Limited is a Business Correspondent of Kotak Mahindra Bank for

providing micro credit products to women belonging to economically disadvantaged
sections mainly for income generation activities helping them expand their micro-
enterprises, increasing their household income and improving the overall quality of lives
of their families.
Bank has introduced some new tech products for customer

convenience viz.
➢ Deposit Accounts
a) Savings Account
b) Current Account
c) Term Deposits
d) Corporate Salary Accounts
e) JIFI Account
f) Safe Deposit Locker
g) Kotak 3-in-1 Account
➢ Kotak Cards
a) Debit Cards
b) Credit Cards
c) Compare Credit Cards
d) Kotak Netc@rd
e) Best Compliment Cards
f) Kotak Multi Currency World Travel Cards
➢ Kotak Loans
a) Personal Loans

b) Home Loans
c) Loan Against Property
d) Education Loan
e) Tractor Finance
f) Rural Auto & Farm Equipment Finance
g) Home Improvement Loans
h) Home Loan Balance Transfer
i) Gold Loans
j) Commercial Vehicle Finance
k) Loan Against Securities
l) Construction Equipment/Infrastructure Finance
m) Saral Auto Finance
➢ Convenience Banking
a) Net Banking
b) Mobile Banking
c) Phone Banking
d) ATM Network
e) Money Watch
f) Hashtag Banking
g) Kotak Payment Gateway
h) Insta Balance Service
i) Immediate Payment Service
j) Alerts
k) SMS Banking
l) Cash Deposit Machine

Kotak Mahindra Bank Loans

Kotak Mahindra Bank loans comprise Education Loans, Commercial Loans, Home
Loans, Personal Loans and Loans Against Property to name a few. Kotak Mahindra Bank
Limited belongs to the leading Indian financial conglomerate Kotak Mahindra Group.
➢ Kotak Mahindra Bank Home Loans

Kotak Home Loans come with a host of attractive features. Some of the salient features
are described below:-
o High loan eligibility for businessmen
o Doorstep service
o Wide array of offerings
o Absence of hidden charges
o Simplified documentation
o Life insurance option
➢ Kotak Mahindra Bank Personal Loans

Loans Against Property is a unique product offered by Kotak Mahindra. This loan can be
used for issues like debt consolidation, educational finance, emergencies and the like.
Some key features of this loan are given below:-
o Heightened loan eligibility for businesspersons
o Loans are available against both commercial and residential properties
o Personal accident insurance comes free with the loan
o Loan range is from Rs. 10 lakh to Rs. 3 crore
Getting personal loans offered by Kotak Mahindra Bank Limited is fast and easy. These
loans are also known as ‘Jaldi Loans’. The loan range is from Rs. 50,000 to Rs. 50 lakh.
Easy and flexible EMIs are available for repayment. The entire process involves minimal

paperwork. Loan approval period can be as low as 72 hours. There are a host of other
privileges associated with this loan.
A part from these, Kotak Mahindra Bank Limited also offers commercial loans under the
head of Retail Assets. These loans can be used for a variety of financing purposes like
Commercial Vehicle Financing, Working Capital Financing, Infrastructure Financing and
Financing of Tractor and Farm Equipment.
➢ Kotak Mahindra Bank Education Loans

A student can avail a maximum of Rs.10 lakh of education loan for education in India
and Rs. 20 lakh for education oversees. The beneficiary should at least be 21 years old at
the time of loan being provided and a maximum of 70 years old at the time of maturity of
the loan. Loan is provided to only Indian nationals.
FOUNDING PRINCIPLES
❖ To division of work.
❖ The authority and responsibility.
❖ To be follow the discipline and maintain the rules and regulation.
❖ To maintain the unity of direction.
❖ To manage the unity of demand.
❖ To provide the satisfaction of remuneration of persons.
❖ To orderly arrangement of men and material that is a fixed place for everything and
everyone in the organization.
❖ To treated the every bank employee are equally.
❖ To stability of tenure of personnel.
❖ To be get the employees initiative.

HUMAN RESOURCE PRACTICES

❖ From a small town bank, ongoing way back in 1985, today we have developed to
become a frontline Banking Institute of India with sound foundations.
❖ Our workforce has inherited a unique heritage of open and informal family culture
There are a sequence of people structure HR initiatives.
❖ The emerging challenges of a liberalized economy entails on us a responsibility

for developing motivated and knowledgeable workforce to meet requirements.
❖ Towards this end, Kotak Mahindra bank consumes been a fore runner in findings
its own training system way-back in 2003 s itself. Our apex level training college
at Bangalore ably supported by 13 regional centers spread over length and breadth
of the country takes care of the knowledge, skill, and attitudinal development of
the employees.
❖ Being proactive to the requirements of empowered, the bank also sponsors

individuals to external training programs both within and outside the country.
❖ In order to ensure that a well-motivated workforce contributes towards the growth

of the institute, our but has made inroads establishment of quality circle concept
among its employees.
❖ In order to ensure that local area specific issues are addressed, development of HR
cells at the local controlling officers of the bank, viz. circle offices and regional
offices, have boosted the optimism and promise of the workforce.

TYPE OF THE INDUSTRY

Kotak Mahindra bank is one of the private commercial bank in Indian it as be located by
Mumbai , Maharashtra, india. Established on 1985, the bank as be celebrated 32th
anniversary on feb 2020. In 2003 RBI( Reserve bank of india) issued by banking licence
to kotak mahindra finance ltd. Its is the flagship company. In 1985 udya kotak founded
what become an india financial services conglomerate. KMFL became the first non
banking finance company in india to be converted into a bank: kotak Mahindra bank
limited.In the 2015 kotak Mahindra bank acquired ING Vysya Bank in a merger valued
at rupees 150 billion. Kotak Mahindra bank have total 40000 employees and their have
1261 branches in india. The bank London, New York, Dubai, Singapore and San
Francisco.
VISSION
Global Indian Financial Services Brand
To be the most trusted global Indian financial services brand and the most preferred
financial service employer with focus on creating value.
The kotak Mahindra bank provided world class Indian financial services group. bank
technology and best practices are bench-marked along international lines while our
understanding of kotak Mahindra bank customers will be uniquely Indian.
Kotak Mahindra bank more than a repository of bank customers' savings. We, the group,
are a single window to every financial service in a customer's universe.
The Most Preferred Employer in Financial Services
The culture of empowerment and a spirit of enterprise attracts bright minds with an
entrepreneurial streak to join us and build long-term careers with us.

Working with a home grown professionally managed company, which has benefited from
partnerships with international leaders, gives our people a perspective that is universal as
well as unique.
The Most Trusted Financial Services Company
The bank have created an ethos of trust across all our constituents. Adhering to high
standards of compliance and corporate governance is an integral part of building trust.
Value Creation
Value creation rather than size alone will be our business driver.
MISSION
The kotak Mahindra bank customers will enjoy the benefits of dealing with a global
Indian brand that best understands their needs and delivers customised pragmatic
solutions across multiple platforms.
PRINCIPLES OF KOTAK MAHINDRA BANK
❖ To division of work
❖ The authority and responsibility
❖ To be follow the discipline and maintain the rules and regulation.
❖ To maintain the unity of direction
❖ To manage the unity of demand
❖ To provide the satisfaction of remuneration of persons
❖ To orderly arrangement of men and material that is a fixed place for everything and
everyone in the organization.
❖ To treated the every bank employee are equally.
❖ To stability of tenure of personnel.

❖ To be get the employees initiative.
BOARD OF DIRECTORS
Prakash Apte Chairman
Bina Chandarana Senior Executive Vice President & Co. Secretary
Uday Kotak Managing Director & CEO
Uday Shankar Director
C Jayaram Director
Farida khambata Director
S Mahendra Dev Director
Uday Khanna Director
Gaurang Shah Whole Time Director
Jaimin Bhatt Group CFO & President
K V S Manian Whole Time Director
Paul Parambi Chief Risk Officer
Dipak Gupta Joint Managing Director
PRODUCT AND SERVICE PROFILE

ACCOUNT AND DEPOSIT SERVICES
Banking should be effortless. With CANARA bank, the efforts are rewarding. No
matter what a customer’s want and activity standing. Whether you’re utilized in a
very company and wish an easy bank account or run your own business and need a
strong banking partner, Kotak Mahindra Bank not only has the perfect solution it
includes these services:-

⮚ Saving accounts
⮚ Current accounts
⮚ Fixed deposits and recurring deposit
⮚ D-mate account
Saving accounts
Kotak Mahindra bank These accounts square measures primarily meant to install a way
of saving for the longer time, accumulating funds over a period of time. Whatever people
occupation, bank have confident that person will find the perfect banking solution.
In the kotak mahindra bank different kind saving account available
• Kotak 811 saving account

• Kotak 811 edge saving account
• Kotak ace saving accounts
• Kotak pro saving account
I. Kotak 811 saving account:- Its like digital saving account known as 811 digital
account is a zero balance account that can be opened using PAN and Adhaar otp based
on Kotak Mahindra bank. Its lunched by kotak Mahindra bank the year of 2018 at
November that we can called as 811 saving account.
II. Kotak 811 edge saving account:- Its like normal saving account its must be maintain
10000 minimum balance. maintain below 10000 balance amount bank charge to
customer . This account holder get the silver debit card. Silver debt card help
unlimited 20 time withdraw the kotak Mahindra bank ATM.

III. Kotak Ace saving account :-This account holder get the high facility provides to
bank . its family saving account example in one family 2 or more members their have
different king saving account like edge and pro account is their all family members
account link with one account is called as ace saving account. This account get the
unlimited withdraw for kotak and non kotak banks. Less charge applied.
IV. Kotak pro saving account
Its also high benefit get the account holder like unlimited withdraw kotak and non kotak
banks in this account maintain must be 50000 minimum account balance. customer
utilized the bank any service it not chargeable. If maintain above 1 lakh balance get
4%P.A interest rate and If maintain below 1 lakh get 3.5% rate interest rate.
Current account
Its only business personal can used this type accounts. In this if maintain 1 lakh above get
as per saving account interested get it.
Fixed deposits and recurring deposit

Its also types of account Compare other accounts in this account get more interested rate
but based on period of time. like under the below
Their 3 types of customer divided by kotak Mahindra bank
• domestic customers
• basic saving bank
• non resident

Maturity periods Regular Senior citizen

6 months 4.75% 5.25%
9 months 4.75% 5.25%
12 months 5.15% 5.65%
15 months 5.25% 5.75%
18 months 5.25% 5.75%
21 months 5.25% 5.75%
27 months 5.25% 5.75%
30 months 4.90% 5.40%
33 months 4.90% 5.40%
3 years and less than 4 years 4.75% 5.40%
4 years less than 5 years 4.75% 5.25%
5 years-10 years 4.50% 5.00%
INFRASTRUCTURAL FACILITIES
➢ Balance transfer facility.

➢ Loan top-up facility.
➢ Quick and hassle-free process.
➢ Issue of mini statement.
➢ Safe custody services.
➢ Safe deposits locker.
➢ Nomination facility.

COMPETITORS
➢ Bandhan Bank
➢ HDFC Bank
➢ ICICI Bank
➢ Axis Bank
➢ State bank of india
➢ YES Bank
➢ DBS Bank
➢ IDFC First Bank
➢ IndusInd Bank
➢ Punjab National Bank
SWOT ANALYSIS OF KOTAK MAHINDRA BANK
SWOT analysis advises to know the strengths, opportunities, of bank and also to know
the weakness and treads of KOTAK MAHINDRA Bank, Bangalore. SWOT Analysis
help to improve the activities of bank.
SWOT ANALYSIS:
STRENGTHS (+) WEAKNESS (-)
OPPORTUNITIES (+) THREATS (-)
STRENGTHS:
● Schemes are innovate in nature
● Employment generation
● The banking style

WEAKNESS:
● Marketing is poor
● Customer service is poor
● Client base is poor
OPPORTUNITIES:
• Urban banking
• Social service banking
THREATS:
• Competition is increasing from other bank’s
• Economic crisis.
BALANCE SHEET ON 31 MARCH 2019
Particulars As on March 31 As on March

2019 31 2018
Rs. Rs
Capital and liabilities
Capital 14,543,774 9,528,243
Reserves and Surplus 56,274,273 495,354,102
Deposits 2,248,242,606 1,192,375,994
Borrowings 938,567,503 810,293,096
Other liabilities and provisions 182,084,325 149,671,302
TOTAL 3,951,712,481 3,377,204,737

Assets
Cash and balances with reserve Bank of India 109109235 89,335,019
Balance with Banks and Money at Call 203,535,378 154,671,304
Investments 1,034,870,206 909,766,020
Advances 2,436,619,939 2,059,973,244
Fixed Assets 18,837,090 17,498,290
Other Assets 155740633 145,960,860
TOTAL 3,951,712,481 3,377,204,737
Contingent liabilities 2,178,471,521 2,09,575,442

Bills for collection 318,522,336 242,533,119

CHAPTER-4
DATA ANALYSIS AND INTERPRETATION

INTERPRETATION INTRODUCTION
Data analysis and interpretation is that the method of assignment aspiring to the
collected data and decisive the conclusion, significance and implication of the
findings. The steps concerned in information analysis are the perform of the kind of
datacollected, however returning to the purpose the assessment question will provide
a structure for the organization of data and focus for analysis.
DATA ANALYSIS
Data analysis is the process of taking the numbers collected in the field and
summarizing them into a numerical or graphical form that is easy to interpret.
DATA INTERPRETATION
Data interpretation refers to the method of critiquing and decisive the important of
important of necessary data, like survey results, experimental findings, observations
or narrative reports.
TOOLS USED FOR DATA ANALYSIS AND INTERPRETATION
● Tables
● Charts
Tables and charts used analysis and interpretation of data. Charts are the graphical
representation of data. Different types of charts are pie charts, stacked bar charts
histogram and bar charts.

Table.No-4.1
Table showing from how many years you are using services offered by kotak
Mahindra bank
SL.N YERS NO.OF PERCENTAGE

O RESPONDENTS
1 0-2 years 25 25%
2 2-4 years 65 65%
3 More than 4 years 10 10%
Total 100 100%
ANALYSIS
From the table it is clear that out of 100 respondents 25% are between the age of 0-2
years , 65% are between the age group of 2-4 years, 10% are between the age group of
more than 4 years of service get from Kotak Mahindra bank

Graph.No-4.1
Graph showing that from how many years you are using services offered by
kotak Mahindra bank
70
60
50
40
No of respondents
30 Percentage
20
10
0
0-2 years 2-4 years more than 4 years
INTERPRETATION
From the above graph it is clear that majority of respondents are of 2-4 of service get
from Kotak Mahindra bank.

Table.No-2
Table showing age distribution of customer in Kotak Mahindra bank
SL.NO YEARS NO.OF PERCENTAGE

RESPONDENTS
1 Below 18 years 12 12%
2 18-28 years 30 30%
3 28-38 years 20 20%
4 38-48 years 20 20%
5 48-58 years 10 10%
6 More than 58 8 8%
years
TOTAL 100 100%
ANALYSIS
From the above table shows that 12% of respondents are below 18 years age group, 30%
of respondents are 18-28 years age group, 20% of respondents are 28-38 years age group,
20% of respondents are 38-48 years age group, 10% of respondents are 48-58 years age
group, 8% of respondents are more than 58 years age group.

Graph No-4.2
Graph showing age distribution of customers in Kotak Mahindra bank
100%
90%
80%
70%
60%
sl.no
50% years
40% no of respondents
percentage
30%
20%
10%
0%
below 18 18-28 years 28-38 years 38-48 years 48-58 years more than
years 58 years
INTERPRETATION
From the above graph the majority of respondents are 18-28 years age group.

Table.No-4.3
Table showing type of bank using for banking services
BANKING NO. OF PERCENTAGE

SERVICES RESPONDENTS
Public sector bank 60 60%
Private sector bank 20 20%
Both 20 20%
Total 100 100%
ANALYSIS
From the above table showing that the 60% of respondents using the public sector
banking services, 20% of respondents using the private sector banking services, and 20%
of respondents using both public sector and private sector banking services.

Graph.No-4.3
Graph showing type of bank using for banking services
Both
Private sector bank no.of respondents

percentage
Public sector bank
0 10 20 30 40 50 60 70
INTERPRETATION
From the above chart shows that majority of respondents using the public sector banking
services because it is provide low rate of interest rate for loans and provide a more time
period for return the loan from bank.

Table.No-4.4
Table showing the satisfaction of Kotak Mahindra bank HR Practices

compare to the other bank
PARAMETER NO. OF PERCENTAG

RESPONDENTS E
Yes 20 20%
No 50 50%
Can’t say 30 30%
Total 100 100%
ANALYSIS
From the above table it is analysis that 20% of the people are satisfied with the HR
practices available in the Kotak Mahindra bank compare to the other banks, 50% of the
people are not accepting the Kotak Mahindra bank hr practices, 30% of the people are
tune with can’t say whether the other banks have more hr practices as compared to the
Kotak Mahindra bank or not.

Graph.No-4.4
Graph showing the satisfaction of Kotak Mahindra bank HR Practices compared to

the other banks.
no of respondents
yes
no
can't say
INTERPRETATION
From the above table it can be inferred that the majority 50% of respondents can’t
satisfaction of Kotak Mahindra bank HR Practices compared to the other banks because it
is provide more HR Practices compare to other banks.

Table.No-4.5
Table showing opinion about services provided by Kotak Mahindra bank
OPINION NO. OF PERCENTA

RESPONDENTS GE
Excellent 40 40%
Good 30 30%
Satisfactory 20 20%
Not satisfactory 10 10%
Total 100 100%
ANALYSIS
From the above table shows the knowledge of the customers, 40% customers says that
excellent services provided by Kotak Mahindra bank, 30% of customers says that good
services provided by Kotak Mahindra bank, 20% of customers says that satisfactory
services provided by Kotak Mahindra bank, 10% of customer says that not satisfactory
services provided by Kotak Mahindra bank.

Graph.No-4.5
Graph showing opinion about services provided by Kotak Mahindra bank
40
35
30
25
percentage
20 no.of respondents
opinion
15
10
0
Excellent good satisfactory not satisfactory
INTERPRETATION
From the above analysis shows that the majority 40% of respondents excellent opinion
about services provided by the Kotak Mahindra bank because it is satisfaction of
customers to provide services from bank.

Table.No-4.6
Table showing the process of depositing and withdrawing money from Kotak
Mahindra bank
SL.NO PARTICULAR NO.OF PERCENTA

S RESPONDENTS GE
1 Strongly agree 22 22%
2 Agree 55 55%
3 Neither agree nor disagree 13 13%
4 Disagree 5 5%
5 Strongly disagree 5 5%
Total 100 100%
ANALYSIS
From the above table shows 22% of respondents are strongly agree, 55% of
respondents are agree, 13% of respondents are neither agree nor disagree, 5% of
respondents are disagree, 5% of respondents are strongly disagree that the process
of depositing and withdrawing money from bank.

Graph.No-4.6
Graph showing that the process of depositing and withdrawing money from
Kotak Mahindra bank.
60
50
40
particulars
30
no.of respondents
20 percentage
10
0
Strongly agree Agree neither agree or disagree Strongly
disagree disagree
INTERPRETATION
From the above graph clearly shows that the majority of respondents are agree to
feel that the process of depositing and withdrawing money from bank.

Table.No-4.7
Table showing services provided by the Kotak Mahindra bank
SL.NO SERVICES NO. OF PERCENTAGE

RESPONDENTS
1 Depositing and withdrawing 2 2%
money
2 Query handling 2 2%
3 New account process 4 4%
4 Friendliness of bank personnel 2 2%
5 Minimum account limit is not high 4 4%
6 Easy maintenance of account 10 10%

7 Parking facilities and accessibility 0 0%
8 Convenience of location 0 0%
9 Online services 76 76%
Total 100 100%
ANALYSIS
From this table shows respondents would feel that depositing and withdrawing money
2%, query handling at 2%, new account process 4%, friendliness of bank personnel 2%,
maintenance of account limit is not high at 4%, easy maintenance of account at 10% and
online services at 76% would be provided by Kotak Mahindra bank.

Graph.No-4.7
Graph showing services provided by the Kotak Mahindra
80
70
60
50
percentage
40
no.of respondents
service
30
20
10
0
1 2 3 4 5 6 7 8 9
INTERPRETATION
From the above graph clearly shows that majority of respondents are feel that online
services are the best services provided by Kotak Mahindra bank.

Table.No-4.8
Table showing satisfaction with the queries of the customers have been resolved
by Kotak Mahindra bank
SL.NO PARTICULARS NO.OF PERCENT

RESPONDENTS AGE
1 Strongly agree 50 50%
2 Agree 20 20%
3 Neither agree nor disagree 15 15%
4 Disagree 15 15%
5 Strongly disagree 0 0%
Total 100 100%
ANALYSIS
From the above table 50% of respondents are strongly agree, 20% of respondents are
agree, 15% of respondents are neither agree nor disagree, 15% of respondents are
disagree.

Graph.No-4.8
Graph showing satisfaction with the queries of the customers have been resolved by
Kotak Mahindra bank
percentages analysis
Strongly agree
Agree
Neither agree or disagree
Disagree
Strongly disagree
INTERPRETATION
From the above graph it is clear that 85% of respondents are feel that the Kotak Mahindra
bank has been easily resolved by customers queries and conflict.

Table.No-4.9
Table showing that banker inform you about the new services/changes in the
service on time
SL.N PARTICULA NO. OF PERCENTAG

O RS RESPONDENTS E
1 Yes 95 95%
2 No 05 05%
Total 100 100%
ANALYSIS
From the above table shows that 95% of respondents says yes and just 5% of
respondents says no the banker informs about the new services on time.

Graph.No-4.9
Graph showing that banker inform you about the new services/changes in the
service on time
percentage analysis
yes
no
INETRPRETATION
From the above graph shows majority of respondents say yes.

Table.No-4.10
Table showing type of account do you have in this bank
SL.N ACCOUNTS NO.OF PERCENTAGE

O RESPONDENTS
1 Savings account 65 65%
2 Fixed account 10 10%
3 Loan account 15 15%
4 Current account 10 10%
Total 100 100%
ANALYSIS
From the above table shows 65% of respondents prefer for savings account, 10% of
respondents prefer for fixed account, 15% of respondents prefer for loan account, 10% of
respondents prefer for current account in Kotak Mahindra bank

Graph.No-4.10
Graph showing that type of account do you have in this bank
70
60
50
40 no.of respondents
percentage
30
20
10
0
Savings account Fixed account Loan account Current account
INTERPRETATION
From the above graph shows 65% of respondents prefer for savings account.

Table.No-4.11
Table showing about the following features is important to customer from

Kotak Mahindra bank
SL.NO PARTICULARS NO.OF

PERCENTAG
RESPONDENTS E
1 Interest rate 30 30%
2 Easy to operate 10 10%
3 Annual charges are less 55 55%
4 Value added services 5 5%
Total 100 100%
ANALYSIS
From the above table showing 30% respondents say that interest rate is very important
features in Kotak Mahindra bank account, 55% respondents say that annual charges are
less in case of Kotak Mahindra bank, 10% of respondents are say easy to operate, 5%
of respondents say value added services.

Graph.No-4.11
Graph showing about the following features is important to customer from Kotak
Mahindra bank
60 1.2
50 1
40 0.8
no of respondents
30 0.6
20 0.4
10 0.2
0 0
Interest rate Easy to operate Annual charges Value added
are less services
INTERPRETATION
Majority of respondents says that annual charges are less in case of Kotak Mahindra bank

Table.No-4.12
Table showing about criteria’s that influence you to Kotak Mahindra bank
products and services
SL.N PARTICULARS NO.OF PERCENTAG

O RESPONDENTS E
1 Reliability 30 30%
2 Quality customer services 60 60%
3 Rate of interest 5 5%
4 Operating efficiency 5 5%
Total 100 100%
ANALYSIS
From the table showing 30% of respondents are reliability to influence the Kotak
Mahindra bank products and services, 60% of respondents are quality customer services,
5% of respondents are rate of interest and operating of efficiency.

Graph.No-4.12
Graph showing about criteria’s that influence you to Kotak Mahindra bank
products and services
Operating efficiency
Rate of interest
no of respondents
percentage
Quality customer services
Reliability
0 10 20 30 40 50 60
INTERPRETATION
Majority of the respondents say that they are influenced by quality customer services.

Table.No-4.13
Table showing if yes than which services you get from bank
SL.NO SERVICES NO.OF PERCENTAGE

RESPONDENT
S
1 Net banking 5 5%
2 Credit card 5 5%
3 Debit card 70 70%
4 Mobile banking 20 20%
Total 100 100%
ANALYSIS
From the above table shows that 5% of respondents are using net banking, 5% of
respondents are using credit card, 70% of respondents are using debit card, 20% of
respondents are using mobile banking.

Graph.No-4.13
Graph showing if yes than which services you get from bank
no of respondents
mobile banking
debit crad
no of respondents
credit card
net banking
0 10 20 30 40 50 60 70
INTERPRETATION
From this graph shows most of respondents are using debit cards.

Table.No-4.14
Table showing about overall service quality of bank
SL.NO QUALITY NO.OF PERCENTAGE

RESPONDENTS
1 Excellent 5 5%
2 Very good 25 25%
3 Good 70 70%
4 Bad 0 0
5 Very bad 0 0%
Total 100 100%
ANALYSIS
From this table 5% of respondents are feel excellent, 25% of respondents are feel very
good, 70% of respondents are feel good about overall service quality of bank

Graph.No-4.14
Graph showing about overall services quality of bank
Very bad
bad
good percentage
no of respondents
Very good
Excellent
0 10 20 30 40 50 60 70 80
INTERPRETATION
From this graph shows majority of respondents feel the overall services quality of bank is
good.

Table.No-4.15
Table showing that no. of years working in the organization
SL.NO YEARS NO. OF PERCENTAGE

RESPONDENTS
1 0-2 years 30 30%
2 2-5 years 18 18%
3 5-10 years 32 32%
4 More than 10 years 20 20%
Total 100 100%
ANALYSIS
From the above table 20 employees are working for more than 10 years, 32 employees
working between 5-10 years, 18 employees are working between 2-5 years and 30
employees are working below 2 years.

Graph.No-4.15
Graph showing that no. of years working in the organization
working in the organization
0-2 years
2-5 years
5-10 years
more than 10 years
INTERPRETATION
From the above graph majority of employees are working minimum years in the
organization.

CHAPTER - 5
FINDINGS, CONCLUSION, AND SUGGESTIONS

FINDINGS
FINDINGS OF STUDY: The findings during the work carried out by me can
be categorized into two
A) Positive findings:
➢ Bank manager , Superiors, and Team leaders very supportive and helps
their sub-ordinates in achieving their objectives
➢ All most all the employees are satisfied with the training activities
conducted in the organization. 75% of the staff have achieved their
coaching objectives.
➢ The performance appraisal training programmers is appreciated by the
employees & they are really benefited by it.
➢ A majority of kotak Mahindra bank staff feel that accomplishment method
administrated in their corporations area unit satisfactory. Management is
additional happy with the method of accomplishment to some extent.
➢ The management has understood the importance of systematic appraisal
system & they are taking each effort to implement it properly.
B) Negative findings.
➢ Some staff were not abundant happy with the method of accomplishment.
➢ The bank rules and regulations are very dynamic, so most of the employees
face difficulty to adjust with them.
➢ Most of the candidates don't happen once they are unit know as up for the
interview.
➢ Regional behavior and language influence is higher during training and even

after delivering their language; the desired effects are not seen.
➢ Most of the staff slowly perceive the importance of performance appraisal.
Some more findings are:
➢ The Majority of the respondent Kotak Mahindra bank customers constituting

65% are in the bank from 2-4 years.
➢ The Majority of the respondents Kotak Mahindra bank taken for study
constituting 30% are in the age of 18- 28 years.
➢ The majority of respondents using the public sector banking services because
it is provide low rate of interest rate for loans and provide a more time period
for return the loan from bank.
➢ It is found that majority of the respondents (90%) don’t face any problem in
the process of opening a new account.
➢ The Majority of the customers are agree to feel that the process of depositing
and withdrawing money from bank is easy.
➢ It is found that 86% of respondents are satisfied with the maintenance of

account with the Kotak Mahindra bank.
➢ According to the study it is clear that the customers are happy to receive all
services from bank.
➢ It is found that 85% of the representatives are agree to store the database in
the bank for future case studies.
➢ Majority of the respondents are said that the banker solve all queries and

conflicts of the customers.
➢ It is found that 60% of customers prefer for insurance other than fixed
deposits, mutual funds, shares.
➢ Majority of respondent customers constituting 90% of respondents are happy

with the services provided by bank.
➢ It is found that majority of the respondents taken for the study constituting
95% said that the banker inform about the new service/changes in the service
on time in Kotak Mahindra bank.
➢ It can be inferred from the analysis that 65% of customers prefer for savings
account in Kotak Mahindra bank.
➢ Majority of customers constituting 70% are using debit card services other
than online and credit card services.
➢ The majority of respondents are feel that online services are the best services
provided by Kotak Mahindra bank.
➢ It can be inferred from the analysis that almost all customers are happy with
the overall service quality of organization.
Welfare activities to be undertaken by the organization may include various facilities

such as uniform for the employees for whom HR department is responsible for its
maintenance and providing it.
Last however the not the smallest amount rewards the area unit the most
psychological feature activity, which may be monetary and non-monetary rewards.

It was nice of learning such a lot concerning time unit practices and implementing
them. I’m really thankful for all the senior members who explain me the working
strategies and methodologies of organizations.
CONCLUSION
The first foremost work by the HR is to developed sound organizational structure with
strong interpersonal skill to employees, and also to train employees by introducing them
the concept of globalize human resource management to perform higher within the
coalition context. All these problems and challenges like, work force diversity, leadership
development. Change management, organizational effectiveness, Globalization,
succession planning and compensation etc, Can be best management by HR manager
when they will work with HR practices, such as rigid recruitment and selection policy,
division of jobs. Nutshell when HR works enthusiastically by keeping all the practices in
mind, competitive advantages can thus be accomplished, the value of human resource can
be improved, organization efficiency can be enhanced, and the organization will sustain
to survive. Based on the study, the following is a listing of some of the approach to the
digital economy require a dynamic and not static approach.
❖ Developing countries, such as India, also need to prepare themselves for the future
multilateral trade agenda which will necessarily include e-commerce.
❖ Certifying and authentication authorities that have to come up as a sequel to the IT

Act need to be fully operational early.
❖ Banking laws and regulations thus need to be adjusted to the new formats and
requirements so that electronic fund transfers and credit card culture evolves and
sets in India.
❖ In the area of privacy, which is closely related to data-collection, interpretation,

dissemination, and circulation, standards are required to govern the way in which
personal information is acquired, disclosed, and used on-line.
❖ Implementation of e-governance needs to be pushed through despite the

constraints and hurdles that will develop against it.
❖ Capacity building in the field of information technology, in the knowledge of the

existence of a global market for such skills, is crucial. This requires the
development of education and training policies, to ensure that training institutions'
curricula meet with the needs of industry.
❖ It is essential to create a policy and regulatory environment that favors the

development of harmonizes national approaches.
SUGGESTIONS FOR MANAGING HR PRACTICES
Making new retention & motivation strategies
As the organizations have out old to hiring worldwide, it has become necessary for
the managers to have better retention policies. A international company comes with
its own set of rules and policies, but they have to adopt new rules and policies
keeping in mind the work culture of the country they are operating it.
Conflict management
21st century brings with it long operating hours, target pressures, high competition,
etc. which can lead to stress and conflicts in the organization.
Managing Multi-Generational Workforce
Companies have employees of various age groups and generation X employees are
more aware of the technology and they prefer to work with latest techniques.

Managing 5 R’s
The 5 Ȑ s are very crucial in the changing role of HR managers. The time unit team
has got to pay attention ranging from the stage of shaping the business strategy to
Resourcing, Recruiting the right talent, Retaining the talent, Retraining and
Restructuring.
Health & safety
With tuning out of latest machine driven machines, the need for training the workers
about how to use the equipment has also raised.
SUGGESTIONS FOR MANAGING CHANGE
The challenges which are mentioned in the previous chapters are meant to change the
role of the HR manager as a strategic partner. He meet the challenges if he keeps in
mind the following:
Become the pioneers

The HR managers should become the pioneers of change in the organization. They
should not simply follow the policies rather they ought to become the amendment
agents of the business by serving to staff to boost their capabilities to make sure
structure objectives area unit met.
Adequate training & knowledge
The employees ought to correct coaching and power to adapt the amendment. They
should become well versed in their new responsibilities and should be aware of the
changes in their organizations, their job roles and responsibility.

Effective talent acquisition

The skilled talent is becoming scarcer. The companies area unit fighting to retain
their mean staff. It is important to retain such staff so as to in order to own a
competitive edge over others.
Re-arranging staffing functions

The management should re-decide and re-arrange the staffing functions, for
recruitment selection, training and transfer, promotion, dismissals, placement,
demotion and layoffs of the employees as per the changing needs
Managing workforce diversity
Globalization has result in acquisition of staff from from numerous cultures. The
manger should have knowledge of the language of the country in which the
business is operating or else he’ll have to keep a translator to communicate with his
employees. Thus HR manager should make such strategies which help to adjust
employees in global organization
Face the challenges
The time unit managers ought to ready to face the challenges of the business
surroundings. If the mangers are responsible then they can motivate others also to
face the challenges and increase their efficiency and performance.

ANNEXURE
BIBILOGRAPHY
Books:-
01)R S Dwivedi- Vikas Pubishing, New delhi – Human Resource management

02)Gary Dessler and Biju Varkkey-Tweleth Edition, New delhi- Human resource
management
03) J P Mahajan –Vikas Pubishing, New delhi-Managing Human resouce
Websites
• www.kotakmahindra.com
• www.kotakmahindrageneralinsurance.com
• google.com
• www.moneycontrol.com(31-march-2019)
(kotak mahindra bank details)

QUESTIONNAIRES
1. Monthly income:
a. <10,000
b. 10,000-20,000
c. 20,000-30,000
d. >30,000
2. From how many years you are using services offered by Kotak Mahindra bank?
a. From 1 year
b. From 2 years
c. From 4 years
d. more than 4 years
3. Age distribution of customers in Kotak Mahindra bank

a. Below 18 years
b. 18-30
c. 30-60
d. more than 60 years
4. what is your Occupation

a. Business
b. Student
c. Agriculture
d. Other

5. Do you agree that the procedure to open an account with the Kotak Mahindra bank is
difficult?
a. Strongly Agree
b. Agree
c. Neither agree Nor disagree
d. Disagree
e. Strongly Disagree
6. Do you agree that the process of depositing and withdrawing money from Kotak
Mahindra bank?
a. Strongly Agree
b. Agree
d. Disagree
7. Do you agree that minimum account limit is not high and easy to maintain Account in
the Kotak Mahindra bank?
a. Strongly Agree
b. Agree
d. Disagree

8. According to you which services is need to increase by the Kotak Mahindra bank?
a. Depositing and Withdrawing money
b. Query handling
c. Parking facilities and accessibilities
d. Online services
e. Friendliness of bank personnel
9. Do you agree Information about our customers are stored in the bank database for
future case Studies?
a. Agree
b. Disagree
c. Can’t say
10. Are you satisfied with the way the queries of the customers have been resolved by
Kotak Mahindra bank?
a. Strongly Agree
b. Agree
d. Disagree
11.What do you prefer for Investment in Kotak Mahindra bank?

a. Fixed deposits
b. Insurance
c. Mutual funds
d. Shares

e. Other
12.Are you satisfied with the services provided by Kotak Mahindra bank
a. Yes satisfied
b. Literally satisfied
c. Not satisfied
d. Un satisfied
13.Dose the banker inform you about the new services and changes in the services on
Time?
a. Yes
b. No
14.Which type of account do you have in this bank?

a. savings account
b. fixed account
c. current account
d. loan account
15.What criteria’s that influence you to Kotak Mahindra Bank products and Services?
a. Reliability
b. Quality Customer Services
c. Rate of Interest
d. Operating efficiency

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HUMAN RESOURCE PRACTICES IN SERVICE SECTOR WITH REFERENCE

TO KOTAK MAHINDRA BANK

KOSHYS INSTITUTE OF MANAGEMENT STUDIES Page 1

Human Resources practices refer to organizational activities directed at managing the

KOSHYS INSTITUTE OF MANAGEMENT STUDIES Page 2

Meaning of human resource

Human resource is always remains central to the organizations as dynamic and

Human resource is both exclusive as well as important. It is but obvious that an

KOSHYS INSTITUTE OF MANAGEMENT STUDIES Page 3

NEW TRENDS IN INTERNATIONAL HRM

HR managers brought the subsequent things to confirm success

KOSHYS INSTITUTE OF MANAGEMENT STUDIES Page 4

enhancements. Indulge in continuous quality improvement through TQM and 60

Decentralize operations and have confidence self-managed groups to deliver product

KOSHYS INSTITUTE OF MANAGEMENT STUDIES Page 5

History of Banking in the World 1

❖ Origin of the term ‘Bank’

❖ The beginning of banking industry

KOSHYS INSTITUTE OF MANAGEMENT STUDIES Page 6

KOSHYS INSTITUTE OF MANAGEMENT STUDIES Page 7

INDIAN BANKING SECTOR GROWTH

• The three banks established by government of india are:

1. Bank of Bengal established in the year 1809.

2. Bank of Bombay established in the year 1840.

3. Bank of Madras established in the year 1843.

• 14 major banks are nationalized in the year 1959.

KOSHYS INSTITUTE OF MANAGEMENT STUDIES Page 8

• In present people are doing all types of transactions through online.

THEORETICAL BACKGROUND OF THE STUDY

KOSHYS INSTITUTE OF MANAGEMENT STUDIES Page 9

Human Resource Management

Human Resource Management is an integral part of all the functions of modern

HRM means managing men or people. It is individuals, if not properly managed

KOSHYS INSTITUTE OF MANAGEMENT STUDIES Page 10

❖ Banks attract people by offering more interest on savings of people in order to

❖ Banks provide overdraft facilities to its customer on charging certain percentage

❖ Act as an agent to customer for purchase or sale of shares, provision of lockers

The general objectives of HRM are as follows:

❖ To achieve the organizational goals by proper utilization of human resources

❖ To integrate individual and group goals within an organization.

KOSHYS INSTITUTE OF MANAGEMENT STUDIES Page 11

❖ To create opportunities and facilities for individual and group developments

❖ To motivate the employees and keep their moral high.

❖ To develop and maintain healthy relations between management and employees.

❖ To contribute in minimizing of socio- economic evils such as unemployment

❖ To provide an opportunity to employees to participate in decision making in the

❖ To provide desirable leadership to lead the working groups.

IMPORTANCE OF HUMAN RESOURCE

KOSHYS INSTITUTE OF MANAGEMENT STUDIES Page 12

• Enriching employees by building and improving important skills and correcting

• Making optimum use of existing human resource.

• Gaining the voluntary cooperation from theemployees by motivation,

• Enabling employees to live with dignity by providing them employment which

NEED FOR THE STUDY

KOSHYS INSTITUTE OF MANAGEMENT STUDIES Page 13

REVIEW OF LITERATURE AND

KOSHYS INSTITUTE OF MANAGEMENT STUDIES Page 14

Strohmeier and kabst (2009):

Voermans and Veldhoven (2007)

KOSHYS INSTITUTE OF MANAGEMENT STUDIES Page 15

Yusliza and Ramayah (2011)

Bondarouk and Ruel (2009)

KOSHYS INSTITUTE OF MANAGEMENT STUDIES Page 16