GAUHATI UNIVERSITY

A Training Report submitted in partial fulfillemt of the requirements for the award of
the Degree of the Bachelor of Business Administration ( Industry Integrated ) ,
auhati !ni"ersity on
Comparitive Analysis Between Kota !a"in#ra Ban an# H$%C Ban &
%'R K'TAK !AHIN$RA BANK (
NE) %RIEN$S C'*'NY BRANCH (
NE) $E*HI
!nder #rgani$ation uidance #f % !nder Institutional uidance #f %
&r' Deepesh (harma Dr' &')'upta
Branch (ales &anager ( Retail *iabilities ) Director eneral
+ota, &ahindra Ban, , -ew .riends /olony '('&'(' , Delhi
)repared and (ubmitted By %
Ashna +alra
'!' Registration -o' 001234 of 500675080
8
STU$ENTS $EC*ARATI'N
I hereby declare that the Training Report conducted at
+#TA+ &A9I-DRA BA-+ ,
-:; .RI:-D( /#*#-< , -:; D:*9I '
!nder the guidance of
$r+ !+,+G-tpa
(ubmitted in )artial fulfillment of the requirements for the Degree of
&A(T:R #. B!(I-:(( AD&I-I(TRATI#-
( Industry Integrated )
T#
GAUHATI UNIVERSITY ( GU)AHATI
Is my original wor, and the same has not been submitted for the award of any other
Degree = Diploma fellowship or other similar titles or pri$es '
,la.e / New $el"i As"na Kalra
$ate / 01234203 Re5+ No+ 2 336178
5
CERTI%ICATE
This is to certify that Ashna +alra , a student of the auhati !ni"ersity has
prepared her Trainin5 Report entitled Comparitive Analysis Between Kota
!a"in#ra Ban an# H$%C Ban & under my guidance ' (he has fulfilled all
requirements under the regulations of the &BA (II)) , auhati !ni"ersity , leading to
the &BA (II)) degree ' This wor, is the result of her own in"estigation and the pro>ect
? neither as a whole nor any part of it was submitted to any other !ni"ersity or
:ducational Institutionfor any research or diploma '
I wish her all all success in life '

$r+ !+ ,+ G-pta
$ire.tor General
Glo9al S."ool ': !ana5ement S.ien.e
1
CERTI%ICATE '% THE 'RGANISATI'N
To (
T"e $ire.tor(
NIA!(
New $el"i+
This is to certify that &s' As"na Kalra of &BA ( Industry Integrated ) course of
auhati !ni"ersity at Glo9al S."ool ': !ana5ement S.ien.e has undergone
management training at our organi$ation from 0;
t"
April <303 to 0;
t"
=-ne <303 +
9er performance during the training period was e@tremely satisfactory '
A-t"ori>e# si5natory
&r' Deepesh (harma ,
Branch (ales &anager ( Retail *iabilities ) ,
+ota, &ahindra Ban, , -ew .riends /olony '
4
ACKN')*E$GE!ENT
No #-ty is more -r5ent t"an t"at o: ret-rnin5 t"ans?&
I would li,e to ta,e this opportunity to e@press my deep sense of gratitude to all those
who ha"e contributed significantly in the successful completion of this pro>ect '
.irstly , i would li,e to than, Kota !a"in#ra Ban ( New %rien#s Colony
Bran." ( New $el"i , for ha"ing gi"en me an opportunity to undergo summer training
in their company '
&y deep7rooted respect and sincere gratitude to !r+ $eepes" S"arma (Branch (ales
&anager , +ota, &ahindra Ban, ) who in spite of his busy schedule listened to my
problems and suggested prompt solutions ' I am grateful to him for pro"iding me with
all the necessary insights and inputs and helping me all throughout my summer
training programme ' 9e has always been a source of guidance, inspiration and
moti"ation to me '
I would also li,e to e@press my sincere gratitude to $r+ !+,+ G-pta @ $ire.tor
General ( Glo9al S."ool o: !ana5ement S.ien.e A ( NIA! ( all t"e :a.-lty
mem9ers ( .ollea5-es an# :rien#s for their encouragement , support , guidance and
assistance pro"ided for undergoing my management training and preparing this
pro>ect report ' All of them helped me immensely during the course of my training '
A
*ast but not the least , my heartfelt than,s to my dear family members whose
blessings, inspiration and encouragement ha"e resulted in the successful completion
of this pro>ect ' IBm than,ful to them for their ,ind cooperation, ad"ice and
encouragement during the long and arduous tas, of preparing this pro>ect report'
I hope that I ha"e been successful in my endea"our' ' 9owe"er, I accept the sole
responsibility for any possible errors of omission and would be e@tremely grateful to
the readers of this pro>ect report if they bring such mista,es to my notice' '
Discrepancies , mista,es , if any , are solely mine'
THANK Y'U A** ?
3
CHA,TER 0 / INTR'$UCTI'N
@ 0+0 A GENERA* INTR'$UCTI'N AB'UT THE SECT'R
A 9an is an instit-tion t"at #eals in money an# its s-9stit-tes an# provi#es
ot"er :inan.ial servi.es+ Ban,s accept deposits and ma,e loans or ma,e an
in"estment to deri"e a profit from the difference in the interest rates paid and charged,
respecti"ely '
In#ia "as a well #evelope# 9anin5 system+ Infact , without a sound and effecti"e
ban,ing system , India cannot ha"e a healthy economy' The ban,ing system of India
should not only be hassle free but it should be able to meet new challenges posed by
the technology and any other e@ternal and internal factors' .or the past three decades
IndiaCs ban,ing system has se"eral outstanding achie"ements to its credit' The most
stri,ing is its e@tensi"e reach' It is no longer confined to only metropolitans or
cosmopolitans in India' In fact, In#ian 9anin5 system "as rea."e# even to t"e
remote .orners o: t"e .o-ntry+ This is one of the main reasons of IndiaCs growth
process
&ost of the ban,s in India were founded by Indian entrepreneurs and "isionaries in
the pre7independence era to pro"ide financial assistance to traders, agriculturists and
budding Indian industrialists' T"e ori5in o: 9anin5 in In#ia .an 9e tra.e# 9a. to
t"e last #e.a#es o: t"e 01t" .ent-ry+ The eneral Ban, of India and the Ban, of
9industan, which started in 8D23 were the first ban,s in India' Both the ban,s are now
defunct' T"e ol#est 9an in eBisten.e in In#ia at t"e moment is t"e State Ban o:
D
In#ia+ The (tate Ban, of India came into e@istence in 8203' At that time it was ,nown
as the Ban, of /alcutta' (BI is presently the largest commercial ban, in the country'
The 9anin5 in#-stry in In#ia is s-::i.iently .apitali>e# an# re5-late#+ The
economic and financial conditions here are better than in any other country' *iquidity,
credit, and mar,et studies ha"e pro"en Indian ban,s to be resilient' They ha"e
negotiated the downturn in the global economy well'
The role o: .entral 9anin5 in In#ia is looe# 9y t"e Reserve Ban o: In#ia,
which in 861A formally too, o"er these responsibilities from the then Imperial Ban,
of India' Reser"e Ban, was nationali$ed in 864D and was gi"en broader powers' In
8636, 84 largest commercial ban,s were nationali$ed followed by si@ ne@t largest in
8620' But with adoption of economic liberali$ation in 8668, pri"ate ban,ing was
again allowed'
The central ban, is the ape@ financial institution in the ban,ing and financial system
of a country' It is regarded as the highest monetary authority in the country' It acts as
the leader of the money mar,et' It super"ises, control and regulates the acti"ities of
the commercial ban,s' It is a ser"ice oriented financial institution' T"e Reserve Ban
o: In#ia @RBIA is t"e topmost 9o#y monitorin5 t"e Banin5 In#-stry+ Any
s"ort.omin5s or #is.repan.ies are #ealt wit" 9y t"e RBI
The ban,ing industry in India is di"ided into s."e#-le# an# non2s."e#-le# 9ans ie'
the commercial ban,ing structure in India consists of % (cheduled /ommercial Ban,s
and !nscheduled Ban,s ' (cheduled commercial Ban,s constitute those ban,s, which
ha"e been included in the (econd (chedule of Reser"e Ban, of India (RBI) Act, 8614'
2
RBI includes only those ban,s in this schedule, which satisfy the criteria laid down
"ide section 45 (3) (a) of the Act'
3D,000 scheduled ban, branches are located in India' They consist of .ooperative
9ans an# .ommer.ial 9ans' The ,-9li. Se.tor Bans form the base of this sector
in India' These are those ban,s in which the o"ernment of India holds a sta,e ' They
account for D2E of the assets in the ban,ing sector' The ,rivate Se.tor ban,ing is
also ma,ing headway' They are leading in mobile ban,ing, phone ban,ing, AT&s,
and Internet Ban,ing sectors' The go"ernment doe not ha"e any sta,e in these ban,s'
-ow a days e"en :orei5n 9ans are increasingly establishing their base in India' F)
&organ, (tandard /hartered, Ban, of America, and many other international ban,s
ha"e established centers in India to tap its potential'
The go"ernment constantly encourages foreign in"estment in this sector, as the entry
of foreign players will help the sector to flourish ' .DI in Indian ban,ing can lead to
impro"ed efficiency, better capitali$ation, and impro"ed adaptability' (o the
go"ernment is attracting .DI, .II, and -RIs in this field'
:"en with the global recession, the in"estment in the ban,ing industry is still
pre"alent though the "olume may ha"e been reduced' %$I in In#ia 5rew 9y 08;C
9etween <337 an# <334 an# 9y 87+7C #-rin5 <334D<331+ T"e %$I in <33E was
#own to 01+7C+ 9owe"er, with the recession abating the in"estments are sure to rise'
'verall( t"e In#ian 9anin5 in#-stry "as immense potential :or :-rt"er 5rowt"
an# eBpansion+
6
@ 0+< A IN$USTRY ,R'%I*E
@aA 'RIGIN AN$ $EVE*',!ENT '% THE BANKING IN$USTRY
Ban,ing system in India has its roots in since ancient times' The first ban,s were the
religious temples of the ancient world, and were established in the third millennium
B'/' Temples were chosen as they were sacred and thus possibilities of a theft ta,ing
place was minimal' The temple priest or the merchants were left with the wor, of
account ,eeping' *ater on in the e"olution of the ban,ing system came the money
lenders ((A9!+AR() who are prominent e"en today in the "illages of India' Despite
these early informal modes of ban,ing, the first con"entional ban, in India, though
conser"ati"e, was established only in 8D23'
The eneral Ban, of India was set up in the year 8D23' -e@t came Ban, of 9industan
and Bengal Ban,' The :ast India /ompany established Ban, of Bengal (8206), Ban,
of Bombay (8240) and Ban, of &adras (8241) as independent units and called it
)residency Ban,s' These three ban,s were amalgamated in 8650 and Imperial Ban, of
India was established which started as pri"ate shareholders ban,s with mostly
:uropeans shareholders'
In 823A Allahabad Ban, was established and was fir the first time set up e@clusi"ely
by Indians' )un>ab -ational Ban, *td' was set up in 8264 with its headquarters at
*ahore' Between 8603 and 8681, Ban, of India, /entral Ban, of India, Ban, of
Baroda, /anara Ban,, Indian Ban,, and Ban, of &ysore were set up' Reser"e Ban, of
India came in 861A'
80
.rom 8D23 till today, the >ourney of Indian Ban,ing (ystem can be segregated into
three distinct phases' They are as mentioned below%
Ta9le 0+0/ Bans esta9lis"e# #-rin5 041720E7E
<:AR BA-+
8D23 eneral Ban, of India
820D Ban, of 9industan
8206 Ban, of Bengal
8240 Ban, of Bombay
8241 Ban, of &adras
823A 8st ban, established e@clusi"ely by Indians 7Allahabad Ban,
8264 )un>ab Ban, of India
8603
Ban, of India, /entral Ban, of India, Ban, of Baroda,
/anara Ban,, Indian Ban,
8681 Ban, of &ysore
8650 Imperial Ban,
861A RBI
8668 *iberalisation of Ban,ing practices
0
st
,HASE
8' During the first phase the growth was "ery slow and ban,s also
e@perienced periodic failures'
5' There were appro@imately 8800 ban,s, mostly small' To streamline the
functioning and acti"ities of commercial ban,s, the o"ernment of India
came up with The Ban,ing /ompanies Act, 8646 which was later changed
to Ban,ing Regulation Act 8646 as per amending Act of 863A (Act -o' 51
of 863A)'
1' Reser"e Ban, of India was "ested with e@tensi"e powers for the
super"ision of ban,ing in India as the /entral Ban,ing Authority' It tightly
88
controlled the ban,ing en"ironments and was conser"ati"e in its approach
especially towards the fi@ation of interest rates'
4' )ublic had lesser confidence in the ban,ing system and relied more on the
depositing their money with the )ostal ser"ices of India' As an aftermath
deposit mobili$ation was slow' Also as the economic condition of the
country was not "ery strong during those times people did not ha"e enough
money to e@periment with and mostly choose to gi"e it to traders who
would gi"e better rate of return'
<
n#
,HASE
8' It was in the year 86AA that the o"ernment too, ma>or steps towards the
Indian Ban,ing (ector Reform' In 86AA, it nationali$ed Imperial Ban, of
India with e@tensi"e ban,ing facilities on a large scale especially in rural
and semi7urban areas' It formed (tate Ban, of India to act as the principal
agent of RBI and to handle ban,ing transactions of the !nion and (tate
o"ernments all o"er the country'
5' In the year 8636 a ma>or dri"e to nationali$e ban,s was carried out for
e@ample se"en ban,s forming subsidiary of (tate Ban, of India were
nationalised and 84 ma>or ban,s in the country were nationali$ed'
1' The nationalisation of these and the other ban,s 20E of the ban,ing
segment in India under o"ernment ownership thus strengthening the
fundamental base of these ban,s' Also these helped in gaining the faith and
confidence of the people in the ban,ing system and these institutions' This
85
step helped the institutions in raising the le"els of deposits and ad"ances
from 200E to 88000E'
4' The following are the steps ta,en by the o"ernment of India to Regulate
Ban,ing Institutions in the /ountry%
8646% :nactment of Ban,ing Regulation Act'
86AA% -ationalisation of (tate Ban, of India'
86A6% -ationalisation of (BI subsidiaries'
8638% Insurance co"er e@tended to deposits'
8636% -ationalisation of 84 ma>or ban,s'
86D8% /reation of credit guarantee corporation'
86DA% /reation of regional rural ban,s'
8620% -ationalisation of se"en ban,s with deposits o"er 500 crore
6
R$
,HASE
This phase has introduced many more products and facilities in the ban,ing
sector in its reforms measure' In 8668, under the chairmanship of &
-arasimham, a committee was set up by his name which wor,ed for the
liberalisation of ban,ing practices' The ma>or reforms of the ban,ing system
which has shaped the success story of Indian ban,ing system were done in this
phase' (ome of the reforms are7
To .reate an environment :or 9ans to :lo-ris" 9y #ere5-latin5 interest rates(
re#-.in5 reserve reF-irements an# allo.atin5 .re#it to .ertain se.tors+
@< G Reddy% Ban,ing sector reforms in India 7 an o"er"iew)
81
It is result of these reforms that the people ha"e options to choose which ban,er to
ban, with' They are flooded with "ariety of options from which they can choose and
decide how they wish to in"est their money' The country is flooded with foreign
ban,s and their AT& stations' Ban,s are putting sincere :fforts to gi"e a satisfactory
ser"ice to customers' The entire system became more con"enient and swift and
customers ease is the priority'
The financial system of India has shown a great deal of resilience' It is sheltered from
any crisis triggered by any e@ternal macroeconomics shoc, as other :ast Asian
/ountries suffered' This is all due to a fle@ible e@change rate regime, the foreign
reser"es are high, the capital account is not yet fully con"ertible, and ban,s and their
customers ha"e limited foreign e@change e@posure'
@ 9 A GR')TH AN$ ,RESENT STATUS '% THE BANKING IN$USTRY
A (ound and healthy ban,ing system forms the bac,bone of any economy' The Indian
ban,ing industry is going through competiti"e times' ;ith the lowering of entry
84
barriers and liberali$ation of ban,ing practices the competition has become intense
and scope of differentiation on the basis of products sold has significantly reduced'
Ban,s are now focusing more on ser"ices and maintaining customer relationships in
order to enhance their hold in the mar,et' -et ban,ing, phone ban,ing, home ban,ing
and AT& ban,ing ser"ices are the new focus areas'
The competition is not >ust from the multinational and foreign ban,s but is also
emanating from within the ban,ing system, financial sector reforms and domestic
players' All public sector ban,s, pri"ate sector and foreign ban,s along with non
ban,ing finance companies are competing for the same segment' The fact that India
was only marginally affected by the financial turmoil in the western countries because
of its strong policies and sound regulations has only led to add to the already intense
competition in the industry' The news has reassured the public at large that the Indian
financial and ban,ing systems ha"e a strong base and thus it has helped more people
to in"est in ban,s and also attract foreign ban,ers to India' This has lead to increasing
the le"el of competition'
IndiaBs ban,ing sector is growing at a fast pace' India has become one of the most
preferred ban,ing destinations in the world' The reasons are numerous% the economy
is growing at a rate of more than 2E, Ban, credit is growing at 10E per annum and
there is an e"er7e@panding middle class of about 5A0 to 100 million people (larger
than the population of the !() in need of financial ser"ices' The rural mar,et segment
is yet to be e@ploited' The disposable income with the public is growing, also there is
a change in mindset and people are no more against ta,ing credits and loans' This has
significantly increased the potential &ar,et for ban,ers' All this enables double7digit
8A
returns on most asset classes which is not so in a ma>ority of other countries' .oreign
ban,s in India achie"ing a return on assets (R#A) of 1E, their ,een interest in
e@panding their businesses is understandable' Indian mar,ets pro"ide growth
opportunities, which are unli,ely to be matched by the mature ban,ing mar,ets
around the world'
The interplay between policy and regulatory inter"entions and management strategies
will determine the performance of Indian ban,ing o"er the ne@t few years' *egislati"e
actions will shape the regulatory stance through si@ ,ey elements% industry structure
and sector consolidation? freedom to deploy capital? regulatory co"erage? corporate
go"ernance? labor reforms and human capital de"elopment? and support for creating
industry utilities and ser"ice bureaus' &anagement success will be determined on
three fronts% fundamentally upgrading organi$ational capability to stay in tune with
the changing mar,et? adopting "alue7creating &HA as an a"enue for growth? and
continually inno"ating to de"elop new business models to access untapped
opportunities' Through these scenarios, we can paint a picture of the e"ents and
outcomes that will be the consequence of the actions of policy ma,ers and ban,
managements'
@ . A %UTURE '% THE BANKING IN$USTRY
A healthy ban,ing system is essential for any economy stri"ing to achie"e good
growth and yet remain stable in an increasingly global business en"ironment'
83
The Indian ban,ing system has witnessed a series of reforms in the past, li,e
deregulation of interest rates, dilution of go"ernment sta,e in )(Bs, and increased
participation of pri"ate sector ban,s' It has also undergone rapid changes, reflecting a
number of underlying de"elopments' This trend has created new competiti"e threats
as well as new opportunities'
The strong ban,ing regulatory system has helped India to weather the storms of global
credit crunch' IndiaCs central ban, RBI has already made cuts in /ash Reser"e Ratio,
or /RR, and (tatutory *iquidity Ratio, or (*R, to pump more liquidity into the
economy' The interest rates are also at record lows'
The future of ban,ing will undoubtedly rest on ris, management dynamics' #nly
those ban,s that ha"e efficient ris, management system will sur"i"e in the mar,et in
the long run' The effecti"e management of credit ris, is a critical component of
comprehensi"e ris, management essential for long7term success of a ban,ing
institution'
Consoli#ation /
/onsolidation, which has been on the counter o"er the last year or so, is li,ely to
gather momentum in the coming years' )ost April 5006, when the restrictions on
8D
operations of foreign ban,s will go, the ban,ing landscape is e@pected to change
dramatically' .oreign ban,s, which currently account for AE of total deposits and 2E
of total ad"ances, are de"ising new business models to capture the Indian mar,et'
Their full7fledged entry is e@pected to transform the business of ban,ing in many
ways, which would be reflected in terms of greater breadth of products, depth in
deli"ery channels and efficiency in operations'
Despite the stiff resistance from certain segments, consolidation holds the ,ey to
future growth' This "iew is underpinned by the following%
I #wing to greater scale and si$e, consolidation can help sa"e costs and impro"e
operational efficiency'
I Ban,s will also ha"e to e@plore different a"enues for raising capital to meet norms
under Basel7II
I #wing to the di"ersified operations and credit profiles of merging ban,s,
consolidation is li,ely to ser"e as a ris,7mitigation e@ercise as much as a growth
engine'
Though there is no confirmation yet, speculati"e signals arising from the mar,et point
to the prospect of consolidation in"ol"ing ban,s such as !nion Ban, of India, Ban, of
India, Ban, of Baroda, Dena Ban,, (tate Ban, of )atiala, and )un>ab and (ind Ban,'
.urther, the case for merger between stronger ban,s has also gained ground J a clear
de"iation from the past when only wea, ban,s were thrust on stronger ban,s' There is
a case being made for mergers between ban,s with a distinct geographical presence
coming together to le"erage their respecti"e strengths'
82
Glo9ali>ation /
rowing integration of economies and the mar,ets around the world is ma,ing global
ban,ing a reality' The surge in globali$ation of finance has already begun to gain
momentum with the technological ad"ancements which ha"e effecti"ely o"ercome the
national borders in the financial ser"ices business' ;idespread use of internet ban,ing
will widen frontiers of global ban,ing, and ma,e mar,eting of financial products and
ser"ices on a global basis possible' In the coming years globali$ation will spread
further on account of the li,ely opening up of financial ser"ices under ;T#' India is
one of the 804 signatories of .inancial (er"ices Agreement (.(A) of 866D' This gi"es
IndiaBs financial sector including ban,s an opportunity to e@pand their business on a
quid pro quo basis'
As per Indian Ban,sC Association report KBan,ing Industry Gision 5080B, there would
be greater presence of international players in Indian financial system and some of the
Indian ban,s would become global players in the coming years' (o, the new mantra
for Indian ban,s is to go global in search of new mar,ets, customers and profits'
Te."nolo5y /
There is an imperati"e need for not mere technology upgradation but also its
integration with the general way of functioning of ban,s to gi"e them an edge in
86
respect of ser"ices pro"ided to their constituents, better house,eeping, optimi$ing the
use of funds and building up of &I( for decision ma,ing, better management of assets
H liabilities and the ris,s assumed which in turn ha"e a direct impact on the balance
sheets of ban,s as a whole' Technology has demonstrated potential to change methods
of mar,eting, ad"ertising, designing, pricing and distributing financial products and
ser"ices and cost sa"ings in the form of an electronic, self7ser"ice product deli"ery
channel' These challenges call for a new, more dynamic, aggressi"e and challenging
wor, culture to meet the demands of customer relationships, product differentiation,
brand "alues, reputation, corporate go"ernance and regulatory prescriptions'
Technology holds the ,ey to the future success of Indian Ban,s'
Internet, wireless technology and global straight7through processing ha"e created a
paradigm shift in the ban,ing industry' The e@plosi"e growth of both the Internet and
mobile and wireless technology is re"olutioni$ing the way the financial industry
conducts business' The o"erall wireless technology mar,et is e@pected to grow
profoundly in the coming years'
Re5-lations /
The RBICs appro"al for ban,s to raise funds abroad through inno"ati"e capital
instruments holds great significance' (uch fund7raising, which includes preference
shares, will, howe"er, not >ust substitute equity? it could ha"e unintended
consequences on the strategies of ban,s and their profitability' ;hile the cost of
raising monies through such instruments is li,ely to be higher (close to 80 per cent),
the consequent higher le"erage on equity funds is li,ely to result in e@pansion of
50
return on net worth' This is because the same amount of capital supports a higher
"olume of business, generating higher profits'
Sille# !anpower /

There will be a sea change for employees too' (ecure >obs will be replaced by
contractual appointments, for a specified period of time' The unions will merge into
the shadows and ban, managements will turn effecti"e' As a result there will be
swifter turn o"er of personnel in ban,s' But at the same time, s,illed personnel from
other disciplines will enter ban,s in increasing numbers'
.actors li,e s,ills, attitudes and ,nowledge of the human capital play a crucial role in
determining the competiti"eness of the financial sector' The quality of human
resources indicates the ability of ban,s to deli"er "alue to customers' /apital and
technology are replicable but not the human capital which needs to be "alued as a
highly "aluable resource for achie"ing that competiti"e edge'
Business model, which comprises a comprehensi"e range of business solutions
deli"ered through a unique balance of portfolio and relationship management must be
incorporated'
%-t-re C"allen5es /
I/ompetition
I/ustomer Retention
58
Ilobali$ation
I(hrin,ing &argin
Some S-55estions /
I(trong In7house research H mar,et Intelligence
I.ocused mar,eting7 .ocus on region7specific campaigns rather than national media
campaigns
C'NC*USI'N/
;hat will the future of Indian ban,ing loo, li,eL ;ill the reform in ban,ing sectors
face the same fate as in power and telecomL It is increasingly e"ident that the
economy offers opportunities but no securityM Therefore, the future will belong to
those who de"elop good internal controls, chec,s and balances and a sound mar,et
strategy' Business rowth, /ost :fficiency and :"olution are therefore regarded as
,ey dri"ers which will ha"e to be addressed'
CHA,TER < / ,R'%I*E '% THE 'RGANISATI'N
@ 0+0 A 'RIGIN '% THE 'RGANISATI'N
55
+ota, &ahindra is one of IndiaCs leading financial institutions, offering complete
financial solutions that encompass e"ery sphere of life' .rom commercial ban,ing, to
stoc, bro,ing, to mutual funds, to life insurance, to in"estment ban,ing, the group
caters to the financial needs of indi"iduals and corporates' The group has a net worth
of o"er Rs' 5,600 crore, employs around 2,200 people in its "arious businesses and
has a distribution networ, of branches, franchisees, representati"e offices and satellite
offices across 525 cities and towns in India and offices in -ew <or,, *ondon, Dubai
and &auritius' The roup ser"ices around 5 million customer accounts'
The Kota !a"in#ra group is a financial organi$ation established in 862A in India' It
was pre"iously ,nown as the +ota, &ahindra .inance *imited, a non7ban,ing
financial company' In .ebruary 5001, +ota, &ahindra .inance *td, the groupCs
flagship company was gi"en the license to carry on ban,ing business by the Reser"e
Ban, of India (RBI)' +ota, &ahindra .inance *td' is the first company in the Indian
ban,ing history to be con"erted from a pri"ate financial institution to a ban,'
The ban, is headed by +'&' herda as /hairman and !day +ota, as :@ecuti"e Gice
/hairman H &anaging Director' (han,ar Acharya is the chairman of board of
Directors in the company' A sta,e in the group was ta,en in by industrialists 9arish
&ahindra and Anand &ahindra and this is the time when the company changed its
name to +ota, &ahindra .inance *imited'
The following diagram shows a picture of ,ota,Bs success through the years'
.igure 8% +ota,Bs progress chart
51
0+< GR')TH AN$ $EVE*',!ENT '% THE 'RGANISATI'N
;ithin a small span of 3 years, the ban, has spread it wings in se"eral sphere of
finances' )resently, spread in 25 cities in India, the ban, caters to the needs of its A'6
54
million customers spread throughout the length and breadth of country and e"en
abroad' By the end of .< 500D75002, the +ota, &ahindra Ban, had about 8D2
branches spread all o"er the country and it plans to add some more branches by the
end of .< 5080'
The ban, is one of the most admired financial ser"ices pro"iders in India because of
its state7of7the7art financial solutions for countless needs of indi"idual and corporate
clients' In addition to Internet ban,ing and phone ban,ing, the ban, pro"ides suitable
ban,ing facilities through (&( ser"ices, &obile ban,ing, 9ome ban,ing, -etcNrd
and Bill)ay facility to name a few'
The entire +ota, &ahindra group has a net worth of o"er Rs' 3,15D crore and at the
end of .<) 500D75002,it was reported that the consolidated profit of +ota, &ahindra
Ban, indi"idually was Rs 668'5 crore which was 24E higher than the consolidated
profit of Rs A12'5 crore in .<0D' +ota, &ahindra Ban, has DA AT&s at 48 locations
in the country which are 54@D accessible' Before the free transactions facility of RBI
was made mandatory to all the AT& operating ban,s in India from April 8, 5006,
+ota, &ahindra Ban, had underwent under a treaty with the 9D./ Ban, to pro"ide
free networ, free of cost to most of its customers through its 811A AT&s spread in the
country to ensure comfort to its customers'
Year !ilestone
8623 &ahindra .inance *imited starts the acti"ity of Bill Discounting
862D &ahindra .inance *imited enters the *ease and 9ire )urchase mar,et
8660 The Auto .inance di"ision is started
8668
The In"estment Ban,ing Di"ision is started' Ta,es o"er .I/#&, one of IndiaCs
largest financial retail mar,eting networ,s
5A
8665 :nters the .unds (yndication sector
866A
Bro,erage and Distribution businesses incorporated into a separate company 7
(ecurities' In"estment Ban,ing di"ision incorporated into a separate company 7
&ahindra /apital /ompany
8663
The Auto .inance Business is hi"ed off into a separate company 7 &ahindra
)rime *imited (formerly ,nown as &ahindra )rimus *imited)' &ahindra ta,es a
significant sta,e in .ord /redit &ahindra *imited, for financing .ord "ehicles'
The launch of &atri@ Information (er"ices *imited mar,s the roupCs entry into
information distribution'
8662
:nters the mutual fund mar,et with the launch of &ahindra Asset &anagement
/ompany'
5000 &ahindra ties up with #ld &utual plc' for the *ife Insurance business'
5000
(ecurities launches its on7line bro,ing site (now www'securities'com)'
/ommencement of pri"ate equity acti"ity through setting up of &ahindra
Genture /apital .und'
5008 &atri@ sold to .riday /orporation
5008 *aunches Insurance (er"ices
5001
&ahindra .inance *td' con"erts to a commercial ban, 7 the first Indian company
to do so'
5004 *aunches India rowth .und, a pri"ate equity fund'
500A
roup realigns >oint "enture in .ord /redit? Buys &ahindra )rime (formerly
,nown as &ahindra )rimus *imited) and sells .ord credit &ahindra'
500A *aunches a real estate fund
5003
Bought the 5AE sta,e held by oldman (achs in &ahindra /apital /ompany
and (ecurities
53
@<+6A ,RESENT STATUS '% THE 'RGANISATI'N
+ota, &ahindra Ban, *td' is presently one of the finest ban,ing ser"ices pro"iders in
India' The speciali$ed products by +ota, &ahindra Ban, India that dri"e mass
interest among the customers are +ota, &ahindra *ife Insurance and other insurance
products, +ota, &ahindra &utual .und, and +ota, &ahindra (ecurities, +ota,
&ahindra Ban, /redit /ards, +ota, &ahindra Ban, 9ome *oan products, +ota,
&ahindra Ban, personal loan, +ota, &ahindra Ban, Gisa /Nrd and many more
products'
The roupCs principal acti"ity is to pro"ide ban,ing and related ser"ices' The roup
operates in four business segments% Treas-ry an# Balan.e S"eet !ana5ement Unit
(B&!), which includes dealing in money mar,et, fore@ mar,et, deri"ati"es,
in"estments and primary dealership of go"ernment securities? Retail Banin5( which
5D
includes lending, commercial "ehicle finance, personal loans, agriculture finance,
other loans and home loans, Bran." 9anin5( which includes retail borrowings
co"ering sa"ings, current, term deposit accounts and branch ban,ing networ,=ser"ices
including distribution of financial products, and credit cards? Corporate Banin5(
which comprises wholesale borrowings and lendings and other related ser"ices to the
corporate sector? As of 187&ar75080, it had a networ, of 546 branches'
The "arious ban,ing products by +ota, &ahindra Ban, include%
Banin5 G Savin5s
Ban,ing Accounts
Demat
Deposits
-RI (er"ices
/on"enience Ban,ing
Investments G Ins-ran.e
*ife Insurance
&utual .unds
(hare Trading
(tructured )roducts
old :state )lanning
*oans G Borrowin5s
/ar .inance
52
9ome *oans
*oans Against )roperty
)ersonal *oans
Corporate G Instit-tional
/orporate .inance
In"estment Ban,ing
Institutional :quities
Treasury
@ <+8 A %UNCTI'NA* $E,ART!ENTS '% THE 'RGANISATI'N
!aretin5
&ar,eting at +ota, &ahindra Ban, categorises in to four departments 7 &ar,eting
/ommunications, )R H /orporate /ommunications, &ar,eting Acti"ation H
&ar,eting #perations' These departments act as an ad"isory and support channel
towards mar,eting strategies and )R planning to ensure effecti"e brand building
through brand awareness and "isibility' The ob>ecti"e is to implement effecti"e
campaigns and promotions which would help in meeting the business targets and
getting media co"erage for the same'
;e pro"ide support at two broad le"els 7 Branch &ar,eting and /entral &ar,eting'
H-man Reso-r.e
56
The 9R professional contributes to the organi$ation by constantly assessing the
effecti"eness of the 9R function' 9e also sponsors change in other departments and in
wor, practices' To promote the o"erall success of his organi$ation, he champions the
identification of the organi$ational mission, "ision, "alues, goals and action plans'
.inally, he helps determine the measures that will tell his organi$ation how well it is
succeeding in all of this'
;holesale Ban,
;e offer corporate clients H institutions a complete range of highly focused ban,ing
ser"ices H solutions' #ur ser"ice offerings are specially structured, ta,ing into
account clientCs specific needs and ,eeping in perspecti"e their ris, profile' +ota,
Ban, will offer all ser"ices, products H solutions in ,eeping with the credit H ris,
management philosophy H policies of the Ban, as well as in ,eeping with the rele"ant
RBI circulars H guidelines issued from time to time'
Retail *ia9ilities 'perations @R* 'psA
The image of a typical operations unit has changed o"er the years from a processing
centre to a more customer focused ser"ice deli"ery unit' R*7#ps facilitates the
customer to establish a relationship with the ban,' The Retail *iabilities /entral
)rocessing /entre (R*7/)/ &umbai) functions as a hub for processing the account
opening forms sourced from ;estern India, o"er and abo"e the centralised acti"ities
10
such as Direct Ban,ing=(alary !ploads=Account /losures for )A- India' Regional
)rocessing /entre (R)/) Ahmedabad caters to branches in u>arat, R)/ Delhi caters
to the branches in -orth and :astern part of India while R)/ /hennai caters to
branches in the (outh'
Te."nolo5y
Technology has opened up new mar,ets, new products, new ser"ices and efficient
deli"ery channels for the ban,ing industry' #nline electronics ban,ing, mobile
ban,ing and internet ban,ing are >ust a few e@amples'
Information Technology has also pro"ided ban,ing industry with the wherewithal to
deal with the challenges the new economy poses' Information technology has been the
cornerstone of recent financial sector reforms aimed at increasing the speed and
reliability of financial operations and of initiati"es to strengthen the ban,ing sector'
The IT re"olution has set the stage for unprecedented increase in financial acti"ity
across the globe' The progress of technology and the de"elopment of world wide
networ,s ha"e significantly reduced the cost of global funds transfer'
It is information technology which enables ban,s in meeting such high e@pectations of
the customers who are more demanding and are also more techno7sa""y compared to
their counterparts of the yester years' They demand instant, anytime and anywhere
ban,ing facilities'
IT has been pro"iding solutions to ban,s to ta,e care of their accounting and bac,
office requirements' This has, howe"er, now gi"en way to large scale usage in
ser"ices aimed at the customer of the ban,s' IT also facilitates the introduction of new
18
deli"ery channels77in the form of Automated Teller &achines, -et Ban,ing, &obile
Ban,ing and the li,e' .urther, IT deployment has assumed such high le"els that it is
no longer possible for ban,s to manage their IT implementations on a stand alone
basis with IT re"olution, ban,s are increasingly interconnecting their computer
systems not only across branches in a city but also to other geographic locations with
high7speed networ, infrastructure, and setting up local area and wide area networ,s
and connecting them to the Internet' As a result, information systems and networ,s are
now e@posed to a growing number'
@ <+; A 'RGANIHATI'N STRUCTURE
The +ota, group comprises of +ota, &ahindra /apital /ompany, +ota, (ecurities,
+ota, &ahindra In"estments, +ota, &ahindra )rime, +ota, &ahindra Asset
&anagement /ompany, +ota, &ahindra Trustee /ompany, +ota, In"estment
Ad"isors *imited, lobal In"estments #pportunities .und, +ota, &ahindra
(International), +ota, &ahindra (!+), +ota, &ahindra Inc', +ota, &ahindra
Trusteeship (er"ices, +ota, .ore@ Bro,erage and +ota, &ahindra #ld &utual *ife
Insurance' In the abo"e companies +ota, &ahindra #ld &utual *ife Insurance is a
D4E subsidiary, howe"er all the other companies are 800E subsidiaries of +ota,'
15
1
*100% 100%
*74%
Mutual fund
Life insurance
*100%
Stock broking
eBroking
Distribution
IPOs
Private equity
Project advisory
M!
"otak Ma#indra
$a%ital
$o&%any
"otak
Ma#indra
Pri&e
Kotak Mahindra
Old Mutual Life
Insurance
"otak
Securities
$ar 'inance
ot#er
lending
"otak Ma#indra
!sset
Manage&ent
$o&%any
"otak
Ma#indra
Invest&ents
"otak Ma#indra
(rustee
$o&%any
100% 100%
26% held by
Old Mutual
"otak
Invest&ent
!dvisors
Li&ited
"otak
Ma#indra
)International*
"otak Ma#indra
)+"*
,lobal
Invest&ents
O%%ortunities
'und
*Includes direct and indirect holdings
Invest&ent
Lending
*100%
$or%orate Banking
(reasury
-etail Branc# Banking
.ealt# Manage&ent
-etail Lending
"otak Ma#indra
(rustees#i%
Services
"otak 'ore/
Brokerage
"otak Ma#indra
Inc0
*100% *100%
*100% *100% 100% *100% 100%
(rustee $o&%any
(rustee $o&%any Interbankfore/
broking
!dvisory Services
Invest&ent
Manage&ent
!sset Manage&ent
Broking
Invest&ent
Manage&ent
Broker1Dealer Private 2quity fund
-ealty fund
Group Structure.
Servicing around 5.6 mn customer accounts.
@ <+7 A ,R'$UCT AN$ !ARKET ,R'%I*E '% THE 'RGANIHATI'N
C'!,ETIT'RS ie+ H$%C BANK
History
9D./ Ban, was incorporated in the year of 8664 by 9ousing De"elopment .inance
/orporation *imited (9D./), IndiaCs premier housing finance company' It was
among the first companies to recei"e an Cin principleC appro"al from the Reser"e Ban,
of India (RBI) to set up a ban, in the pri"ate sector'The Ban, commenced its
operations as a (cheduled /ommercial Ban, in Fanuary 866A with the help of RBICs
liberali$ation policies' H$%C Ban was t"e :irst 9an in In#ia to la-n." an
International $e9it Car# in asso.iation wit" VISA @VISA Ele.tronA an# iss-es
t"e !aster.ar# !aestro #e9it .ar# as well+
11
In a milestone transaction in the Indian ban,ing industry, Times Ban, *imited
(promoted by Bennett, /oleman H /o' = Times roup) was merged with 9D./ Ban,
*td', in 5000' This was the first merger of two pri"ate ban,s in India' As per the
scheme of amalgamation appro"ed by the shareholders of both ban,s and the Reser"e
Ban, of India, shareholders of Times Ban re.eive# 0 s"are o: H$%C Ban :or
every ;+4; s"ares o: Times Ban+
In <331 H$%C Ban a.F-ire# Cent-rion Ban o: ,-nIa9 tain5 its total
9ran."es to more t"an 0(333+ The amalgamated ban, emerged with a strong deposit
base of around Rs' 8,55,000 crore and net ad"ances of around Rs' 26,000 crore' The
amalgamation added significant "alue to 9D./ Ban, in terms of increased branch
networ,, geographic reach, and customer base, and a bigger pool of s,illed
manpower'
8'8'
9D./ was incorporated in 86DD with the primary ob>ecti"e of meeting a social need 7
that of promoting home ownership by pro"iding long7term finance to households for
their housing needs' 9D./ was promoted with an initial share capital of Rs' 800
million'
B-siness '9Ie.tives
The primary ob>ecti"e of 9D./ is to enhance residential housing stoc, in the country
through the pro"ision of housing finance in a systematic and professional manner, and
to promote home ownership' Another ob>ecti"e is to increase the flow of resources to
14
the housing sector by integrating the housing finance sector with the o"erall domestic
financial mar,ets'
'r5anisational Goals
9D./Cs main goals are to a) de"elop close relationships with indi"idual households,
b) maintain its position as the premier housing finance institution in the country, c)
transform ideas into "iable and creati"e solutions, d) pro"ide consistently high returns
to shareholders, and e) to grow through di"ersification by le"eraging off the e@isting
client base'
Geo5rap"i.al ,resen.e
Ban, at present has an en"iable networ, of 8,D5A branches spread in DD6 cities across
India'All branches are lin,ed on an online real7time basis' /ustomers in o"er A00
locations are also ser"iced through Telephone Ban,ing' The Ban, also
has 4,515networ,ed AT&s across these cities' The ban, is loo,ing at countries such
as /anada and (ingapore to e@pand its branch networ,s abroad'The ban, has already
applied for licenses in Bahrain and 9ong +ong and currently ha"ing a representati"e
office in Dubai'
C-stomer ,ro:ile 9ase
The Ban,Cs target mar,et ranges from large, blue7chip manufacturing companies in
the Indian corp to small H mid7si$ed corporates and agri7based businesses !nder
Retail Ban,ing (er"ices 9D./ has adopted mass ban,ing strategy'
1A

H$%C Ban !ission an# '9Ie.tive
!ission 2 to 9e Ja )orl# Class In#ian BanO, benchmar,ing oursel"es against
international standards and best practices in terms of product offerings, technology,
ser"ice le"els, ris, management and audit H compliance'
'9Ie.tive 2 to 9-il# so-n# .-stomer :ran."ises a.ross #istin.t 9-sinesses so as to
be a preferred pro"ider of ban,ing ser"ices for target retail and wholesale customer
segments, and to achie"e a healthy growth in profitability, consistent with the Ban,Cs
ris, appetite'
SAVING ACC'UNT ,R'$UCT '%%ERING/
Regular (a"ings Account
)remium (a"ings Account
REGU*AR SAVINGS ACC'UNT
+ota, &ahindra Ban,Cs Ace (a"ings Account has been designed as a gateway to a
world of financial benefits and pri"ileged ban,ing transactions' The account carries
benefits ranging from personal in"estment ad"isory ser"ices to free ban,ing
transactions' <ou will find that this pac,age of ser"ices and pri"ileges is unmatched
by any other sa"ings account in the mar,et'
%eat-res G Bene:its /
13
;ide networ, of branches and o"er thousand AT&s to meet all your ban,ing
needs no matter where you are located'
Ban, con"eniently with facilities li,e -etBan,ing and &obileBan,ing7 chec,
your account balance, pay utility bills or stop cheque payment, through (&('
-e"er o"erspend7 (hop using your International Debit /ard that reflects the
actual balance in your sa"ings account'
)ersonalised cheques with your name printed on each cheque leaf for
enhanced security'
Ta,e ad"antage of Bill)ay, an instant solution to all your frequent utility bill
payments' Instruct for payment o"er the phone or through the Internet'
A"ail of facilities li,e (afe Deposit *oc,er, (weep7In and (uper (a"erfacility
on your account'
.ree cash withdrawals on any other Ban,Cs AT&P
.ree )ayable7at7)ar chequeboo,, without any usage charges upto a limit of
Rs'A0,000=7 per month'
.ree InstaAlerts for all account holders for lifetime of the account'
.ree )assboo, facility a"ailable at home branch for account holders
(indi"iduals)
1D
,RE!IU! SAVINGS ACC'UNT
By maintaining an a"erage quarterly balance of >ust Rs' 5A,000=7 one get a host of
premium ser"ices from 9D./ Ban, absolutely free'
.eatures
.ree unlimited transactions% /ash withdrawal and balance enquiry, at all
9D./ Ban, AT&s H at all non 9D./ Ban, domestic AT&s using your
9D./ Ban, Debit /ard
.ree old Debit /ard for primary account holder for lifetime of the account'
old Debit /ard for other account holders at Rs 5A0=7 p'a'
Description of
/harges
Regular (a"ings Account
&inimum Balance
(A"erage
Quarterly
Balance)
#ption 8
Rs' 80,000 (!rban), Rs'
A000 ((emi7urban)
#ption 5
-I* with a .i@ed deposit of
Rs' A0,000
/harges on non
maintenance
thereof
#ption 8
Rs' DA0 per qtr (!rban H
(emi7urban)
#ption 5
In case of non maintenance
of Rs' A0,000 .i@ed Deposit
7 Rs' DA0 per qtr (!rban H
(emi7urban)
12
.ree ;omanCs Ad"antage=International Debit /ard for all account holders for
lifetime of the account'
.ree )ayable7at7)ar ()A)) chequeboo,, without any usage charges upto a limit
of Rs' 5 lac per month' Abo"e Rs' 5 lac, charge of Rs'1'A0=7 per Rs' 8,000=7 on
the full amount'
.ree Demand Drafts on 9D./ Ban, locations, upto a limit of
Rs' 8 lac per day'
.ree Demand Drafts on 9D./ Ban, locations, upto a limit of
Rs' 8 lac per day'
(elf=Third )arty /ash Deposit=;ithdrawal at non7home branches, upto Rs
A0,000=7 per day free' Abo"e Rs A0,000 a charge of Rs 5'60 per thousand on
the full amount would be applicable'
#ptional R&oney&a@imi$erS (sweep7 out) facility for con"ersion of your
surplus money into high earning fi@ed deposits, at the threshold of
Rs'8,5A,000=7 ' In the e"ent of the balance in (a"ings&a@ account e@ceeding =
reaching Rs'8,5A,000=7, the amount in e@cess of Rs'8,00,000=7 will be swept
out in to a .i@ed Deposit with a minimum "alue of Rs'5A,000=7 for a 8year
8day period
.ree Bill)ay H InstaAlerts for all account holders for lifetime of the account'
.ree -etBan,ing, )honeBan,ing H &obileBan,ing'
SPECIAL PREVILEGES
Insurance Benefits T #ne can en>oy an Accidental 9ospitali$ation co"er of Rs' 8lac
per annum on (a"ings &a@ account' #ne can also claim daily cash allowance at
Rs'8,000=7 per day for a ma@imum of 8A days per year, for each day of hospitali$ation
16
due to an accident' This is a re7imbursement co"er, e@tended only to the first holder of
the (a"ings &a@ account' It would be applicable after the completion of the 8st
calendar quarter, post the quarter of a=c opening' :g' If the (a"ings &a@ a=c is opened
in August 5006, the insurance benefit will apply only from Fanuary 5080' .or the
claim to be accepted H processed, the first holder of the (a"ings &a@ account should
ha"e fulfilled the below 5 conditions 7 &aintained an A"erage Quarterly Balance of
Rs' 5A,000=7 (irrespecti"e of en>oying the benefit of a $ero balance account with a
.i@ed Deposit of minimum Rs' 8,00,000=7) in the calendar quarter pre"ious to the
quarter of the date of accident' #ne should ha"e done at least 8 purchase 7 point of
sale ()#() transaction at a merchant establishment using the Debit /ard in the
pre"ious 1 months before the date of accident'
CURRENT ACC'UNT '%%ERE$
,l-s C-rrent A..o-nt( Tra#e AK.( ,remi-m AK.( Re5-lar AK.( %leBi AK.( ApeB
AK.( !aB AK.+
%EATURES
.ree Account to account funds transfer between 9D./ Ban, accounts
.ree payment and collection through RT('
.ree payment and collection using -:.T (through -etban,ing)
.ree up to A0 Demand Drafts per month and can be issued from any 9D./
Ban, Branch
40
.ree up to A0 )ay #rders ()#) per month and can be issued from any 9D./
Ban, Branch'
.ree anywhere collection H payment transactions (clearing) within 9D./
Ban, branch networ, (e@cept Dahe>), up to Rs'800 lacs per month'
9D./ Ban, offers you Doorstep Ban,ing, a channel, which is con"enient,
secure and hassle7free' -ow, you can en>oy the benefits of ban,ing right at
your doorstep' The Ban, will arrange to render the ser"ices li,e /ash H
/heque )ic,up and /ash Deli"ery, through a reputed agency'
100 OAt )arO cheque lea"es free per month'
@ <+4 A !ARKET ,R'%I*E '% THE 'RGANISATI'N
+ota, &ahindra is one of IndiaCs leading financial institutions, offering complete
financial solutions that encompass e"ery sphere of life' .rom commercial ban,ing, to
stoc, bro,ing, to mutual funds, to life insurance, to in"estment ban,ing, the group
caters to the financial needs of indi"iduals and corporates'
The group has a net worth of o"er Rs' 5,600 crore, employs around 2,200 people in its
"arious businesses and has a distribution networ, of branches, franchisees,
representati"e offices and satellite offices across 525 cities and towns in India and
offices in -ew <or,, *ondon, Dubai and &auritius' The roup ser"ices around 5
million customer accounts'
48
(AGI- A//#!-T )R#D!/T #..:RI-%
o Ace (a"ings Account
o )ro (a"ings Account
o :dge (a"ings Account
ACE SAVINGS ACC'UNT @ALB D ;3333A
+ota, &ahindra Ban,Cs Ace (a"ings Account has been designed as a gateway to a
world of financial benefits and pri"ileged ban,ing transactions' The account carries
benefits ranging from personal in"estment ad"isory ser"ices to free ban,ing
transactions'
.eatures H Benefits%
.ree access at all domestic and international GI(A AT&s% #ne no longer ha"e to
worry about locating your Ban, or )artner Ban, AT& 7 !se the first GI(A AT& that
you spot, for free cash withdrawal or balance enquiry transactions'
&ultiple access channels% Access your account anytime through your land line,
mobile phone or internet to get information on your account balance or trac, your
transactions' #ne can e"en transfer funds through )hone Ban,ing or -et Ban,ing'
.inancial payments facilitated through the sa"ings account% !se the free +ota,
)ayment ateway to ma,e online payments for your utility bills, credit cards, online
trading of shares or e"en online shopping'
45
Quic, and easy funds transfer% Transfer funds easily and with speed, to a beneficiary
account at another ban,' #ne can a"ail of this facility by wal,ing into any of our
branches or by simple logging on to -et Ban,ing' Account holder also gets a free
multi7city cheque boo, so that money from his account is transferred to the
beneficiaryCs account at any of ,ota, branch locations, in the fastest possible time'
.ree ban,ing transactions% #ne can issue demand drafts or send cheques for collection
anywhere in the country for no e@tra charge'
Acti"e &oney% 9elps earn better returns in sa"ings account, with the Acti"&oney
facility that automatically sweeps out idle funds, abo"e a threshold, from the account
into Term Deposits' These Term Deposits are sweep bac, into the account to meet
fund requirements when one withdrawals e@ceed the balance a"ailable in the account,
thereby pro"iding ma@imum liquidity'
.ree in"estment account% !se the -et Ban,ing facility to purchase=redeem mutual
funds online while directly debiting = crediting oneBs ban, account' .urther, a free
in"estment account for trac,ing your in"estments with the Ban, is pro"ided' This
account pro"ides a consolidated "iew of all your mutual fund in"estments across
schemes with updated returns status, latest -AG information and research reports'
Dedicated relationship manager% Account holder gets a one point contact for all
ban,ing related queries and transactions' The relationship manager is qualified to help
with financial planning and sound in"estment decisions in order to meet financial
goals'
41
.amily (a"ings Account% The +ota, Ace (a"ings pac,age allows customers to e@tend
the +ota, ban,ing e@perience to three of his family members' !nder this scheme one
is eligible to open 1 :dge (a"ings Account with -&/ wai"er on all 1 accounts, so
long as the AQB of your A/: account is maintained'
#nline trading account % *in, the sa"ings account to your online trading with +ota,
(ecurities to enable transfer of funds from your ban, account to your account with
+ota, (ecurities and "ice "ersa'
,R' SAVINGS ACC'UNT D @ALB Rs <3333A
+ota, &ahindra Ban,Us )ro (a"ings Account is an account pac,ed with powerful
features to pro"ide a superior ban,ing e@perience at a "ery comfortable balance
requirement' It is one of the best products being offered in the entire industry'
.eatures H Benefits
!nlimited Access to your ban, account at o"er 1A,000 GI(A and /ash net
AT&s in India and o"er 122,000 &erchant :stablishments which accepts
GI(A credit=debit cards in India'
&ultiple access channels
.ree in"estment account
.inancial payments facilitated through the sa"ings account
44
Quic, and easy funds transfer !nli,e the Ace account this facility is a"ailable
in only 8A locations through -et Ban,ing'
Acti"&oney
Dedicated relationship manager
.ree ban,ing transactions
.amily (a"ings Account T !nli,e Ace !nder this scheme one is eligible to
open #nly 8 :dge (a"ings Account with -&/ wai"er so long as the AQB of
your A/: account is maintained'
E$GE SAVINGS ACC'UNT @ALB D Rs 03333A
+ota, &ahindra Ban,Us :dge (a"ings Account is a complete financial
pac,age customi$ed to suit indi"idual ban,ing needs
.eatures H Benefits
!nlimited Access
&ultiple Access /hannels
.inancial payments facilitated through the sa"ings account
Quic, and easy funds transfer Quic, funds transfer to a third party account
with another Ban, is a"ailable across 8A locations through -et Ban,ing'
Acti"&oney
4A
.amily (a"ings Account T!nder this scheme one is eligible to open #nly 8
-#GA (a"ings Account with reduced AQB of A000 Rs'
CURRENT ACC'UNT %EATURES
8' Remittance= )ayment (olutions 7 Demand Drafts= Ban,erBs /heques, )ayable
At7par /heques boo,s, .unds Transfer, -:.T and RT('
5' Receipts= /ollections (olutions 7 *ocal H )ayable At7 par /heque
/learing,#ut T station /heque /ollection,
1' /ash Transactions T .ree /ash Deposits at 9ome Branch *ocation
4' 9ome Ban,ing
A' Acti"&oney 7 Interest is paid on these as per the no' of days for which these
actually remain as TDM .or earning any interest, a swept out TD V 8A la,hs
should remain for a min of 8A days H for a swept out TD W or X 8A la,hs, it
should remain in for a min of D days, as per RBI'
3' /harges Re"ersal #ffer (#nly for -:# /urrent Account)7 .or accounts that
maintain an a"erage bal of Rs' 5A,000 or more, o"er the term of the account, in
a financial year, A0E of all charges le"ied for the ser"ices H transactions
a"ailed during the year, shall be re"ersed centrally at the end of each financial
year' Re"ersals capped at a ma@' limit of Rs' 8000 p'a' -&/ charges
e@cluded' Account should be open at the end of the financial year H should not
be in T#D= Dormancy'
D' /redit T Access 7 !nsecured o"erdraft facility upto 1'A times of AQB
maintained (ma@' Rs 80 *a,hs) offered to firms W1 yrs old? sub>ect to
appro"als'
43
2' +TGalue 7 !nsecured #D offered to firms W1 yrs old' -o hypothecation of
stoc,s etc' in"ol"ed but financials li,e balance sheet, )H* statement, ban,
account statement needed' /redit is gi"en upon successful account
performance o"er the first 3 months of account opening, sub>ect to appro"als'
/redit limits upto a ma@' limit of Rs A0 *a,hs'
6' #D against TD
80' )hone Ban,ing and -et Ban,ing
88' ;eb )ay 7 A highly secured Internet based Ban,ing system to transfer the
funds from customerBs account to the Beneficiary accounts maintained with
+ota, &ahindra Ban, from anywhere and anytime' /ustomer can ma,e
periodic payments li,e salaries, reimbursements, "endor payments, ser"ice
charges etc' automatically through multiple account fund transfers through file
upload facility'
85' Gisa &oney Transfer for /redit /ard )ayments H .unds Transfer
81' : Ta@ T #nline )ayment of Direct Ta@es
84' Trade H .ore@ (er"ices
CURRENT ACC'UNTS '%%ERE$
8' -eo /urrent Account'
5' :dge /urrent Account'
1' )ro /urrent Account'
4' :lite /urrent Account'
A' Ace /urrent Account'
4D
CHA,TER 6 / $ISCUSSI'NS 'N TRAINING
@ 6+0 A SU$ENTS )'RK ,R'%I*E ( T''*S AN$ TECHINILUES USE$ +
Tain5 *!S
42
&y summer training of 5 months has been a complete learning e@perience , ;hen I
>oined this esteemed organi$ation , my organi$ation guide told me to ta,e the inhouse
e@aminations which all employees of +ota, &ahindra Ban, ha"e to compulsorily
undergo within the first 6 months of >oining the organi$ation ' These are conducted on
the computer system and we can ta,e them at any time con"enient to us ' These e@ams
are ,nown as *&( which means *:AR-I- &A-A:&:-T (<(T:& '
*&( consists of about 800 papers which co"ers all aspects of ban,ing ' .or e"ery
e@am paper , study material is a"ailable in the form of powerpoint presentations and
and word dpcuments ' These are a"ailable of the intranet of the company ' ;e >ust
need to log in with our specific employee id and password , refer to the material ,
study and appear for the e@am '
&a,ing (er"ice /alls
It is a common practice in ban,s to sell products and ser"ices and ne"er loo, bac,
thereafter ' (ince all salesmen are always chasing their monthly targets , ta,ing out
time to tal, to their e@isting clients and understanding any current need or any other
problems with respect to the products and ser"ices of the ban, , is often rare ' I
capitali$ed on this opportunity ' I too, the data of A00 clients or more from my fellow
colleagues and made ser"ice calls to all the clients '
In these calls , I than,ed the customer for being a member of the +ota, family and
then resol"ed any issues and complaints that they were facing ' This not only widened
46
my hori$on in terms of understanding products and ser"ices better but also ga"e me a
lot of satisfaction each time I could help someone '
&ar,eting and (elling of /A(A and other products
(ince no organi$ation can sur"i"e without ma,ing profits and profit is only made after
doing sales , I had to perform the same role ' I made tele7 calls to customers ie' Both
e@isting and non7e@isting and persuaded and con"inced them to buy the companyBs
products ' Although 20 E prospects donBt e"en bother to hear you , I had to struggle
with the other 50 E '
I was happy to sell 1 sa"ings account , one demat = trading account and one term
deposit ' I recei"ed much appreciation for the same '
#ther #perational Acti"ities
At times my boss would gi"e me some routine operational tas,s to perform such as
entering data , tallying it etc ,
@ 6+< A KEY *EARNINGS
.rom these 5 months training , I learnt the following %
8' I read e@tensi"ely about many topics since I had to appear for *&( ' This
increased my ,nowledge base manifolds'
A0
5' (ince I made ser"ice calls to clients , I became aware of the different ,inds of
problems faced by clients and also understood the method of getting it
resol"ed '
1' ;hile mar,eting and pitching company products , I got aware of the "arious
offerings by the ban, and also learnt the effecti"e ways of con"erting a
prospect into a lead '
4' The daily operational acti"ities taught me how to use the different softwares
and applications in a computer '
A' #bser"ation about my co7colleagues and their wor,ing style also made me
aware of a lot of things ' As they say T R A/TI#-( ():A+ *#!D:R T9A-
;#RD( S '
CHA,TER 8 / STU$Y '% SE*ECTE$ RESEARCH ,R'B*E!S
@ 8+0 A STATE!ENT '% RESEARCH ,R'B*E!
To ma,e a comparati"e analysis of the "arious current accounts and sa"ings
accounts of +ota, &ahindra Ban, and 9D./ Ban, '
A8
@ 8+< A STATE!ENT '% RESEARCH 'B=ECTIVES
To understand the differences in customer preferences while choosing sa"ings
account and current account between +ota, &ahindra Ban, and 9D./ Ban,'
To suggest changes that could be adopted by both the ban,s'
@ 8+6 A RESEARCH $ESIGN AN$ !ETH'$'*'GY
Resear." $esi5n
Area o: st-#y
The study has been carried out for the customers of +ota, &ahindra and 9D./ ban,s
in -ew Delhi, India
So-r.es o: #ata
)rimary data has been collected by handing out questionnaires to customers of +ota,
&ahindra and 9D./ ban,s' The study has also used secondary data obtained from
RBI annual reports'
Samplin5 te."niF-e
(imple random sampling technique has been used to generate a sample of customers
of +ota, &ahindra and 9D./ ban,s'
Sample si>e
A5
800 questionnaires were handed out randomly to respondents of which 22 held
accounts in either +ota, &ahindra or 9D./ ban,s' The remaining 85 respondents
held accounts in other ban,s and therefore their preferences became irrele"ant to the
study' 9ence the sample si$e for the study is 22'
Tools :or t"e st-#y
To study the differences in the performance of +ota, &ahindra and 9D./ ban,s, the
questionnaire was used as a tool to analyse the customer preferences of both the
accounts '

CHA,TER ; / ANA*YSIS
@ ;+0 A ANA*YSIS '% $ATA
S)'T analysis o: Kota !a"in#ra Ban
A1
STRENGTHS/
/apital mar,ets franchise
)rofessional management
(trong technology
(trong capital structure
/onstruction equipment financing business
/omprehensi"e cash management system
/apturing supply chain businesses
-)A is at 8'10E, Total Deposits Rs8A, 34A crore, -et Ad"ances Rs83, 35A crore,
/apital Adequacy Ratio 83E'
)EAKNESS/
;holesale .unding /osts
*ate comer in the industry
*ess )romotional Acti"ities
',,'RTUNITIES/
*ow loan and retail penetration
(tressed Asset Business
A4
&ass Ban,ing
THREATS/
/apital &ar,et slow7down
/ompetition
Rising Rates
#ther better sa"ing, in"estment option a"ailable (li,e Insurance, &utual fund, Real7
estate, old)
Brand "alue of competitors is stronger'
S)'T analysis o: H$%C Ban
STRENGTHS
AA
Right strategy for the right products'
(uperior customer ser"ice "s' competitors'
reat Brand Image'
)roducts ha"e required accreditation'
9igh degree of customer satisfaction'
ood place to wor,
*ower response time with efficient and effecti"e ser"ice'
Dedicated wor,force aiming at ma,ing a long7term career in the field'
)EAKNESSES
(ome gaps in range for certain sectors'
/ustomer ser"ice staff needs training'
)rocesses and systems are wea,'
&anagement co"er is insufficient'
(ect oral growth is constrained by low unemployment le"els and competiti"e staff'
',,'RTUNITIES
)rofit margins trends are positi"e in ne@t fi"e years'
Ban, could e@tend to o"erseas aggressi"ely'
Introduction of new engineered products and better ser"ice applications by the ban,'
/ould see, better customer deals'
.ast7trac, career de"elopment opportunities for employees on an industry7wide basis'
A3
An applied research center to create opportunities for de"eloping techniques to
pro"ide added7"alue ser"ices'
THREATS
*egislation could impact'
reat ris, in"ol"ed
Gery high competition pre"ailing in the industry'
Gulnerable to reacti"e attac, by ma>or competitors'
*ac, of infrastructure in rural areas could constrain in"estment'
9igh "olume=low cost mar,et is intensely competiti"e'
@ ;+< A SU!!ARY '% %IN$INGS
AD
8' Distribution of different types of accounts held by the customers of +ota,
&ahindra and 9D./ Ban,s'
The results of the data collected show that there is no difference in the types of
accounts that are held in the two ban,s' #ut of 44 respondents of +ota, &ahindra
Ban, 11 respondents ha"e a sa"ings account which is similar to the data of 9D./
Ban,'

2. Distribution of different types of savings accounts held by the customers of
Kotak Mahindra and HDFC Banks.
In both the ban,s customer preference is more towards a"ailing a lower AQB account'
In case of +ota, Ban, 10 out of 44 respondents a"ailed :dge account (the lowest
le"el account offered)' This again highlights that +ota, &ahindra Ban, can capitali$e
on the opportunity to con"ert these account holders into Ace or )ro account holders
by educating them of the additional benefits a"ailable with these accounts'
. Distribution of different types of current accounts held by the customers of
Kotak Mahindra and HDFC Banks.
The graph highlights that in 9D./ Ban, there is more number of customers using
higher end current account product than +ota, &ahindra Ban, customers' In +ota,
&ahindra Ban, there are more users of :dge /urrent Account than Ace or )ro
account' Thus there lies an opportunity for +ota, Ban, to lure the customers to adopt
Ace or )ro current accounts'
A2
!. Distribution of income "per month# earned by the customers of Kotak
Mahindra Bank and HDFC Bank.
The income reported by the respondents of the two ban,s is similar' The difference in
the type of customers of the two ban,s lies in the fact that +ota, &ahindra Ban, has
customers whose income per month is greater than Rs' 8 lac' 9owe"er out of 44
respondents of 9D./ Ban, no one had an income le"el greater than Rs' 8 lac'
$. Distribution of %aiting time e&perienced by the respondents of Kotak
Mahindra Bank and HDFC Bank in respective bank branches.
The data shows that DAE of the customers of +ota, &ahindra Ban, ha"e to wait less
than ten minutes for their transaction to process' #nly 5AE of respondents ha"e to
wait for more than ten minutes' 9owe"er in case of 9D./ Ban, DAE of the
respondents ha"e to wait for more than ten minutes for their transaction to process'
This "i5"li5"ts t"e e::i.ien.y o: Kota !a"in#ra Ban in provi#in5 F-i.er
servi.es to its .-stomers+
'. (ccessibility of bank branches
#ut of 44 respondents of 9D./ Ban, 12 respondents feel that the branches of 9D./
ban, are easily accessible to them' #nly 81E customers of 9D./ Ban, feel that the
ban, branches are not easily accessible' 9owe"er in case of +ota, &ahindra Ban,
18E of the respondents feel that branches of the ban, are not easily accessible' T"is
A6
implies t"at t"ere is a nee# to in.rease t"e n-m9er o: 9ran."es :or Kota
!a"in#ra Ban+
). (ccessibility of (*Ms
#ut of 44 respondents of 9D./ Ban, 6E customers of 9D./ Ban, feel that the ban,
AT& is not easily accessible' 9owe"er in case of +ota, &ahindra Ban, 18E of the
respondents feel that AT& of the ban, is not easily accessible' /hi T (quare test was
conducted for the sample data of 22 respondents to see whether there is a significant
difference in the accessibility of AT&s by the customers of +ota, &ahindra Ban, and
9D./ ban,'
+. Distribution of preferred modes of banking by customers of Kotak Mahindra
Bank and HDFC Bank.
The respondents of 9D./ ban, "iew both net ban,ing and branch ban,ing modes of
ban,ing as equal' 9owe"er more respon#ents o: Kota !a"in#ra Ban pre:er
9ran." 9anin5 t"an net 9anin5+ +ota, &ahindra Ban, could ta,e measures to
impro"e and promote net ban,ing and educate its customers about net ban,ing to
impro"e its performance' This is also important because respondents feel that the
branches of +ota, ban, are not easily accessible' Thus to e@pand its customer base
+ota, can focus to help customer adopt net ban,ing mode'
,. Distribution of preference of customers for change in bank %orking hours of
Kotak Mahindra Bank and HDFC Bank.
30
#f the total 44 respondents of +ota, &ahindra Ban, 32E of the respondents feel that
the ban, should increase its wor,ing hours' #nly 15E of the respondents feel that
there is no need of increasing the wor,ing hours of the ban,' /hi T (quare test was
conducted for the sample data of 22 respondents to see whether there is a significant
difference felt in the need to increase the wor,ing hours by the customers of +ota,
&ahindra Ban, and 9D./ ban,'
-.. Distribution of %aiting time e&perienced by the respondents of Kotak
Mahindra Bank and HDFC Bank in respective (*Ms.
The data shows that appro@imately DAE of the customers of +ota, &ahindra Ban,
ha"e to wait less than fi"e minutes for their transaction to process' #nly 5DE of
respondents ha"e to wait for more than fi"e minutes' 9owe"er in case of 9D./ Ban,
38E of the respondents ha"e to wait for more than fi"e minutes for their transaction o
process'
--. /eceiving timely information regarding account
D0E respondents of +ota, &ahindra Ban, feel that they recei"e information
regarding their accounts by the ban, within proper time' #nly 8AE of the respondents
of the ban, feel that they do not recei"e timely information from the ban,' 9owe"er
the data collected from 9D./ ban, shows that A5E respondents feel they recei"e
timely information whereas 4DE respondents felt that they do not recei"e updates of
38
information timely' This s-55ests t"at Kota Ban provi#es 9etter servi.es t"an
H$%C Ban+
-2. Distribution of average monthly balance maintained by the customers of
Kotak Mahindra Bank and HDFC Bank
In both the ban,s ma@imum number of respondents ,eep an a"erage monthly balance
of less than Rs' 5A000 in their account'
-. Distribution of level of satisfaction e&periences by the customers of the Kotak
Mahindra Bank and HDFC Bank.
!ore t"an "al: o: t"e respon#ents o: H$%C Ban :eel t"at t"ey are not satis:ie#
wit" t"e 9an+ 'n t"e ot"er "an# only 68C o: t"e .-stomers o: Kota 9an :eel
t"at t"ey are not satis:ie# wit" t"e 9an+ This clearly highlights the efficiency of
+ota, &ahindra Ban, in ,eeping its customers satisfied'
-!. Distribution of level of satisfaction e&perienced by the customers of the Kotak
Mahindra Bank and HDFC Bank %ith respect to the kno%ledge of bank
employees.
The data re"eals that 61E of the customers of +ota, &ahindra Ban, feel that the ban,
employees are ha"e ,nowledge to satisfy their queries'
CHA,TER 7 / SU!!ARY AN$ C'NC*USI'NS
35
@ 7+0 A SU!!ARY '% *EARNING EM,ERIENCE
.rom these 5 months training , I learnt the following %
I read e@tensi"ely about many topics since I had to appear for *&( ' This
increased my ,nowledge base manifolds'
(ince I made ser"ice calls to clients , I became aware of the different ,inds of
problems faced by clients and also understood the method of getting it
resol"ed '
;hile mar,eting and pitching company products , I got aware of the "arious
offerings by the ban, and also learnt the effecti"e ways of con"erting a
prospect into a lead '
The daily operational acti"ities taught me how to use the different softwares
and applications in a computer '
#bser"ation about my co7colleagues and their wor,ing style also made me
aware of a lot of things ' As they say T R A/TI#-( ():A+ *#!D:R T9A-
;#RD( S '
@ 7+< A C'NC*USI'NS AN$ REC'!!EN$ATI'NS
31
S-55estion :or t"e H$%C BANK
9D./ must focus on the quality of ser"ice they are pro"iding thus resulting
into reduction in ser"ice gaps'
(hould wor, on impro"ement of the Ban,ing )rocess and (ystems for the
rowth'
9D./ must loo, forward toward hiring of competent staff to pro"ide quality
ser"ices'
&ust gi"es (ufficient time for the effecti"e (er"ices'
&ust use (trong /apital (tructure for the /apital rowth'
S-55estion :or t"e K'TAK !AHIN$RA BANK+
Arrangement of more H more moti"ational Acti"ities for the (taff to achie"e
the Target'
&ust appoint the acti"e employees in the Ban, for the .ast ;or,ing )rocess'
!se the /ustomer reference to ma,e the many Ban, /ustomer'
!sing the right (trategy for increase the (ales for the )roduct'
&ust pro"ide the high degree of /ustomer (atisfaction According to the
Demand'
#pen more +ota, AT& outlets for the /ustomers'
Impro"ing the *oan )olicies=)lans of the rowth of the Ban,'
A,,EN$IM
34
LUESTI'NNAIRE
Dear Respondent, I am Ashna Kalra , student of Global school of Business, New Dehli. I reuest !ou to
please fill this uestionnaire. I assure !ou that information shared will be "ept confidential.
Name ######################### $ %mail Address ##########################
&ocation ######################### 'ontact No. ##########################
(. )ith which ban" do !ou hold an account*
Kota" +ahindra Ban" ,D-' Ban" .thers ################
/. )hich t!pe of account do !ou operate in !our ban"*
'urrent Account Sa0in1s Account Both
2lease indicate !our Income per month
3/4 K /4 5 46 K 46 5 ( & (& 5 /& 7/&
If you bank with Kotak Mahindra, proceed to question , e!se proceed to question 6.
8. )hich 'urrent Account do !ou hold with Kota" +ahindra Ban"*
Ace $lite 2ro $d1e Neo
9. )hich Sa0in1s Account do !ou hold with Kota" +ahindra Ban"*
Ace 2ro $d1e
4. Rate :on a scale of (6; the followin1 ban" ser0ices offered b! Kota" +ahindra Ban" that !ou
find most useful.:2lease do not 1i0e same ratin1s to an! of the two ser0ices;
Acti0e +one! facilit! in sa0in1s account
<ero balance famil! account offer for 2ro sa0in1s account holders
)ealth statements offered
Net card facilit!
'heues pic" up and drop facilit!
N$-= and R=GS facilities pro0ided
Ad0ance pa!ment offer for Demat account holders
"roceed to question #.
>. )hich 'urrent Account do !ou hold with ,D-' Ban"*
Ape? +a? 2lus -le?i =rade
@. )hich Sa0in1s Account do !ou hold with ,D-' Ban"*
2remium Re1ular
2' Rate :on a scale of (6; the followin1 ban" ser0ices offered b! ,D-' Ban" that !ou find most
useful.:2lease do not 1i0e same ratin1s to an! of the two ser0ices;
.penin1 Account e0en with NI& initial pa!ment
-astest N$-= and R=GS facilities pro0ided
A=+ a0ailabilit! after e0er! 466 meters
'redit card offered with sa0in1s account : limit Rs @4666;
A. 2lease ran" :on a scale of ( to (6B ( bein1 the lowest; the factors that !ou consider before
openin1 an account in a ban".
Accessibilit! to ban"
+inimum Balance reuired to be maintained
DDC pa! order ser0ices
-ree 'heues facilit!
'heues pic" up and drop facilit! :home ban"in1;
Net ban"in1 and +obile Ban"in1 facilities a0ailable
N$-= and R=GS facilities pro0ided
No. of A=+ of the ban"
'ustomer relationship ser0ices
(6. Are !our ban" branches easil! accessible to !ou*
3A
Des No
((. Are !our ban" A=+ easil! accessible to !ou*
Des No
(/. )hich modes of ban"in1 do !ou prefer more*
Net ban"in1 Branch Ban"in1
(8. Do !ou feel emplo!ees of !our ban" ha0e proper "nowled1e to satisf! !our ueries*
Eer! 1ood Good A0era1e 2oor Eer! poor
(9. Do !ou feel !our ban" should increase its wor"in1 hours till late e0enin1s.
Des No
(4. ,ow lon1 do !ou ha0e to wait in !our ban"Fs branch for !our transaction to process*
3 (6 min (6 to 86 min 786 min
(>. ,ow lon1 do !ou ha0e to wait in !our ban"Fs A=+ :Gueue time;*
3 4 min 4 to (4 min 7(4 min
(@. Are !ou pro0ided with all the timel! information !ou reuire from !our ban"*
Des No Sometimes
(H. )hat is the a0era1e monthl! balance !ou maintain in !our account*
3 /4666 /4%46666 46%(66666 (%(46666 (.4% /66666 7/46666
(A. Are !ou satisfied with the ban"in1 ser0ices pro0ided to !ou*
Satisfied A0era1e Needs Impro0ement
/6. )hich additional ban"in1 ser0ice do !ou feel !our ban" should pro0ide*
#############################################################

BIB*I'GRA,HY
33
)hilip ,otler &ar,eting &anagement
/'B' upta Business #rgani$ation and
&anagement
Internet www'google'co'in
www',ota,'com
www'bis'org
www'hdfcban,'com
www'moneycontrol'com
http%==papers'ssrn'com
www'scribd'com
www'rbi'org'in
3D