COMPARITIVE STUDY ON CUSTOMER

SATISFICATION OF KOTAK MAHINDRA

WITH HDFC BANK

PRESENTED BY – DEVASHISH SHRIVASTAVA

ROLL NO. – A50050218002
COURSE – MBA(B&F)
 TABLE OF CONTENT
 
Company profile of Kotak Mahindra Bank
Company profile of Competitor HDFC Bank

Objective

Limitation of study
Research Methodology
Literature Review
Data analysis
Findings and Recommendation
Conclusion
Bibliography 
Annexures
COMPANY PROFILE KOTAK MAHINDRA
BANK
Second largest private sector bank in India
Founded in 2003
Founder: Uday Kotak
Headquarter: Mumbai
Tag line: Let’s Make money simple Ab kon kon Kotak
No. of employees: 33,013
No. of ATM’S: 1,369
No. of branches:2,163
Website:www.kotak.com
 COMPANY PROFILE OF HDFC BANK
Largest private sector bank in India.
Founded:1994
Founder: Deepak parekh
Headquarter: Mumbai
Tagline: We understand your world
No. of branches:5,130
No. of ATM:11,766
No. of Employee:1,04,154
Website: www.hdfcbank.com
 OBJECTIVE OF STUDY
To examine the impact of age, gender on the importance factor of
focus customer.

To understand the difference between customer satisfaction and

employee perception on sources the banker. 

To gain the knowledge of product and services of KOTAK

MAHINDRA BANK and HDFC BANK.

To find out customer relation with bank.

 
 LIMITATION OF STUDY
As the research is based on questionnaires here are some limitations.

Because of time and other constraints in this survey it would not be possible to contact each
and every customer of KOTAK MAHINDRA BANK and HDFC BANK whose response would
have provide a better insight regarding customer preferences regarding bank services

Lack of customer and employee interest to fill up Questionnaire

Customers past experience may also affect his present preference.

Select of some of the area of chhindwara only.

Limited sample size.

Difficulty to get details from some employee of both the bank.

 RESEARCH METHODOLOGY
This study is restricted to time period starting from May 2019 to end of July
2019, in Chhindwara (MP) city.

In this study used descriptive research design to describe the perception of

customer towards Kotak Mahindra Bank and HDFC Bank. For this, information
has been collected from different customer of Kotak Mahindra Bank and HDFC
Bank.

SAMPLE SIZE - Total sample size is (100) in which 50 respondent from

customer of Kotak Mahindra Bank and 50 respondents from customers of HDFC
bank.

Sampling Method - non-probabilistic-convenient sampling method. The study is

conducted to measure comparative level of performance and level of satisfaction
of customer towards both banks.
Sources of data
Primary sources – Questionnaire as primary source for collecting data
for my research.

Secondary sources – Websites & Newspapers.

TOOLS =
I have used some charts pie charts and table to make the research
more understandable.
 LITERATURE REVIEW 

 Tse and Wilton (1988) defined Customer satisfaction is, “the consumer’s response to the evaluation
of the perceived discrepancy between prior expectations and the actual performance of the product
perceived after its consumption.

 
 Jamal, A., & Naser, K. (2002) have looked into the impact of service quality dimensions and
customer expertise on satisfaction in their study. They interviewed sample of 167 respondents as a
part of their study. Their findings indicated that both core and relational dimensions of service
quality appeared to be linked to customer satisfaction. They also found that expertise is negatively
related to satisfaction. The paper discusses implications for Bank managers.

 Kumar, N., & Gangal, V. K. (2011) have found in their study that
 The customers feel satisfy with Bank staff and also praised the efforts of Bank staff.
 The Bank is failed to maintain the privacy of transactions which is utmost requirement of Bank.
 Lay out, cleanliness and Security & Safety of the branch are good and satisfactory
 Customers are ready to recommend this Bank to a friends or relatives and remain a customer of
this Bank in future in too.
Continue……
 Zani, S., & Berzieri, L. (2008) dealt with the problem of measuring Customer Satisfaction using several
ordinal variables with different number of categories. They applied some multivariate methods to the results
of a survey on the users of the Contact Center of the Municipality of Parma, in order to measure the quality
of the service and the citizen satisfaction. Further they used different approaches for the quantification of
ordinal responses in consideration and comparison.

 Mistry, S. H. (2013) has found in his study that a customer gives highest impotence to reliability
dimension. Further he also described that within that reliability dimension customers give more focus
on how Banks fulfill their promise and how they show interest to do work. In his study he found that a
customer gives second importance to responsiveness of Bank employees. It includes various criteria
like, promptness in giving service, willingness to help customers etc. Customer gives third preference
to assurance factor, it include criteria like safety of transaction, consistency in service etc.

 Felix, R. (2017) studied service quality and customer satisfaction in Banque Populaire du Rwanda,
Kigali branches. Study revealed that both the level of service quality and customer satisfaction was at
mean = 3 (high level). The study showed a significant and positive relationship between service
quality and customer satisfaction while comparing dimension like customer loyalty with reliability,
responsiveness and assurance. Further in comparison based on positive word of mouth with service
quality sub-variables like Reliability, Assurance, tangibles, empathy and responsiveness
 FIGURE NO. 3

Number of years with Kotak Mahindra Bank

>7 years

10%
Less than 1 year 9

1-3years 20

4-7 years 16

More than 7 years 5 <1 year

18%

4 to 7 years32%

1 to 3 year

40%

From the above data interpreted that 40% of the kotak bank population have 1-3 years
relationship with the bank and 32% have 4-7 years, 18% have less than 1 year & 10%
have more than 7 years with the bank.
 Number of years with HDFC Bank

Less than 1 year 4

1-3years 6
Less than 1 year
4-7 years 15 8%
More than 7 years 25 1-3years
More than 7 years 12%
50%
4-7 years
Considering young aged customer based 30%
with Kotak Mahindra Bank and little
higher aged customer with HDFC Bank, it
is observed that most of (40%) Kotak
Mahindra Bank customers are for about 1-3
years; whereas most of (50%) HDFC Bank
customers are for more than 7 years and
other major (30%) customer are for about 4
to 7 years. Thus customers of HDFC Bank
are having older relationship compare to
customer of Kotak Bank.
Reason for choosing KOTAK MAHINDRA BANK
Brand name
10%
you have traditional
bank account with
ATM & CDM
same bank
facility
20%
6%

Excellent service
provide by bank
Intrest rate provided 12%
44%

Location Advantage
6%
Netbanking service
2%
 ATM & CDM
facility, 10%

Interest rate
provide , 12% Loncation Advantage
36%

You have traditional

bank account with
same bank, 12%
The brand name of
Excellent service provide bank , 24%
6%

From the above data interpretation that selection of Kotak Mahindra Bank and HDFC Bank are
different. The main reason for the selection of Kotak Mahindra Bank is their interest rate, as all of us
know that they offer highest interest rate in savings account i.e. 6%p.a.for the balance above Rs. 1
lakh and 5.50% p.a. for balance less than Rs.1 lakh. In case of HDFC Bank major reason for the
selection of bank is location advantage. For both of the banks Brand name also plays important role
in having account with both of the bank. Another important reason to have relation with Kotak
Mahindra Bank is their net banking services; where as in case of HDFC bank Traditional Bank
Account with bank is important reason.
Age-wise preference for Kotak and HDFC Bank
Figure-1

AGE KOTAK HDFC TOTAL

100%

18 – 25 9 21 30 80%

60%
25 – 40 31 25 56
40%

20%
40 – 55 10 4 14
0%
18 to 25 25 to 40 40 to 55
TOTAL 50 50 100
HDFC KOTAK

INTERPRETATION
From the above table 1 and fig 1 analyzed that most youngsters prefer HDFC bank
Over the Kotak Mahindra Bank and Mid-age & Above prefers Kotak Mahindra Bank.
 Occupation-wise preference for Kotak and HDFC Bank
40

35

30 Category Frequecy Total

HDFC KOTAK
25 Under Graduate 12 8 20
Graduate 22 13 35
20 HDFC BANK
KOTAK BANK Post Graduate 9 7 16
TOTAL Others 7 22 29
15
Total 50 50 100
10

0
under graduate graduate post graduate others

AS per data interpretation that young age people who are studying at college preferred
HDFC BANK where as people with mid age completed their graduation and post
graduation prefer KOTAK BANK.
KOTAK MAHINDRA CUSTOMER ACCOUNT PREFERENCE Current Account
24%
OTHER
CURRENT ACCOUNT 12 18%

TERM DEPOSITS 8
Term Deposit
18%
SAVING ACCOUNT 20
Saving Account
40%

OTHERS 9

As per interpretation 40% of the customers have saving account with the
bank,
20% have term deposits, 20% have current account, 20% others.
HDFC BANK CUSTOMERS ACCOUNT PREFERENCE

Other
28%
CURRENT ACCOUNT 12 Current Account
24%
TERM DEPOSITS 6

SAVING ACCOUNT 18
Term Deposite
OTHERS 14 12%
Saving Account
36%

As per interpretation from the data36% of the customers have saving account with the bank as
compare to 40% of kotak Mahindra bank customers, HDFC have less Saving customers than
kotak Mahindra bank 12% have term deposits , 24% have current account , 28% others.
SATISFACTIONS OF CUSTOMERS OF KOTAK MAHINDRA BANK Satisfaction level
Very satisfied satisfied neutral
Di-satisfied Can’t say
Very satisfied 15
4%
8%

Satisfied 20
30%

18%
Neutral 9

Di-satisfied 4

Can’t say 2

40%

As per the data Analyzed that 40% of the customer are satisfied with the bank , 30%
customers are very satisfied , 18% are neutral , 8% are di-satisfied with the bank , 4%
of the customers can’t say
 SATISFACTIONS OF CUSTOMERS OF HDFC BANK

Very satisfied satisfied Neutral Di-satisfied Can’t say 22

Very satisfied
2%
satisfied 15
10%
Neutral 7

Di-satisfied 5
14%
44% Can’t say 1

30%

According the interpretation Analyzed that 30% of the customer are

satisfied with the bank , 44% customers are very satisfied , 14% are
neutral , 10% are Di-satisfied with the bank , 2% of the customers can’t
say
 FINDINGS
All the findings come out from specific Chhindwara city branch of KOTAK MAHINDRA BANK & HDFC
BANK

1. 58.5% of customers having age between 25-55 prefer Kotak Mahindra over HDFC BANK.

2. HDFC BANK maintains older relationship with its customers than the KOTAK MAHINDRA BANK
(having 50% of customers with more than 7 years of relationship.

3. KOTAK MAHINDRA BANK provides 6% interest rate, better than HDFC BANK 4% to attract more
customers on saving account having more than 1 lakh – 1crore deposit.

4. HDFC BANK customers are highly satisfied with the bank as KOTAK MAHINDRA BANK customers are
satisfied with the bank.

5. KOTAK MAHINDRA BANK technological services are not better than HDFC BANK.
 Recommendation
On the basis of the entire analysis of customer responses and employee Reponses as well also by incorporating their
suggestions, as a researcher some Recommendation are as follows from the entire evaluation of this study.

KOTAK MAHINDRA BANK as one of the leading bank in India ,technologically update also as compare to
previous years. But due too tough competition with other banks and especially private sector giants HDFC,
KOTAK MAHINDRA has face tough competition, so suggestion is that firstly it should try to minimize its NPA
which is quite higher than the other banks, and then there can be a noticeable improvement in its performance.

Another suggestion is about the delay in transaction. By asking many customers it is found that many senior
employee from kotak Mahindra takes more time than the required during completion of the transaction ,for e.g.
customers stand in a long queue to fill up the passbook and bank employees may not be much attentive to the
customers.

In net banking system on the basis of this study it was found that KOTAK MAHINDRA customer are not very
satisfied, the reasons might be difficult in accessibility or system. They should focus on more updated system
and consumer friendly operations of net banking like HDFC.

After all overall satisfaction of a customer is also very important to win their trust. By asking to customer of
both the banks it was found that KOTAK MAHINDRA customers are less satisfied and reasons are employee
time taken, some service still have to be technologically update and prompt solution of the complaints, and better
CRM practices.
 CONCLUSION

The customer of KOTAK MAHINDRA BANK is satisfied with the product but there some
improvement required in service.

The very first things that KOTAK MAHINDRA BANK required to increase the infrastructure means
bank need to open new branches across the India

Urban Market is saturated now bank have to focus on to the rural market.

To increase the attraction of customer they provide higher rate of interest as compare to other bank.

Now KOTAK MAHINDRA BANK is well know brand in the Financial Market so bank have to enter
in the mass banking
 References
Felix, R. (2017). Service quality and customer satisfaction in selected Banks in Rwanda. Journal of
Business & Financial Affairs, 6(1), 246-256.
Jamal, A., & Naser, K. (2002). Customer satisfaction and retail Banking: an assessment of
some of the key antecedents of customer satisfaction in retail Banking. International journal of
Bank marketing, 20(4), 146-160.

Kumar, N., & Gangal, V. K. (2011). Customer satisfaction in new generation Banks (A Case
study of HDFC Bank). Researchers World, 2(4), 177.

Mistry, S. H. (2013). Measuring customer satisfaction in banking sector: With special reference to Banks
of Chhindwara City. Asia Pacific Journal of Marketing & Management Review ISSN, 2319, 2836.

Zani, S., & Berzieri, L. (2008). Measuring customer satisfaction using ordinal variables: an
application in a survey on a contact center. Statistica applicata, 20, 331-351.

Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (1996). Services marketing (Vol. 38). New York:
McGraw-Hill.
 BIBLOGRAPHY
 https:rbi.org.in/http:/www.kotakmahindrabank.com/personal/index.aspx
 http://jansuraksha.gov.in/
 http://www.begindia.com/documents/file15123.pdf
 www.kotakmahindrabank.com
 www.hdfcbank.com
 www.economivtimes.com
 www.hewittasia.com

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