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Kotak mahindra Bank Internship

Jun 03, 2018

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    CHAPTER: 1 INTRODUCTION

    A study on SST: To examine customers preerence o !an" or usin# SST ser$ices

    as c%assiied !y R&I

    1'1 Introduction o t(e topic:

    In the era of globalization and with the increasing competition in all the fields around the

    world many companies have modified their strategies so they can reach their customers

    around the world easier and cheaper. However the rapid growth of systems that rely onelectronic technology - especially those relating to the Internet and personal computer led to a

    significant change in the exchanging of products and services. Many Service organizations

    have adopted modern technology to reduce costs and enhance customer service quality

    delivery and standardize core service offerings. In addition a lot of non-ban!ing companies

    entered the ban!ing industry by offering products and financial services giving the customers

    a lot of options and alternatives to carry out their ban!ing transactions this difficulty of the

    business process in the financial sector forces the ban!s to develop an alternative

    technological channel to attract customers and improve their perception. "he rapid

    technological diffusion ma!es the SS" the best way to provide customers with ban!ing

    services regardless of the limits of time and geography. #nd that$s what ma!es ban!s consider

    the SS" services as an important part of their strategic plans.

    In particularban!s have enthusiastically adopted self-service technologies %SS"s& of various

    types including automated teller machines %#"Ms& internet ban!ing %I'& and mobile ban!ing

    %M'& ( all of which can be utilized by consumers independentlyof any need for interaction

    with ban! employees.

    )espite the many benefits provided by this service to the ban! and its customers it remains a

    double-edged sword and not used by every customer because the increasing distance between

    the ban! and customers may lead to lac! of confidence and an increasing in security concerns.

    #s a result the quality of SS" services become an important area of attention among the

    researchers and ban!s managers due to its strong influence on the business performance lower

    costs customer satisfaction customer loyalty and profitability.

    *

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    "he main ob+ective of this study is to focus on the importance of understanding the customer$s

    awareness and the factors that influences the adoption off SS" and ma+or factors affecting the

    adoption of SS" services in #hmedabad region.

    1') Deinition and purpose o t(e topic

    "he main purpose of the study is to examine that the customers preference of ban! for

    using SS" services as classified by ,'I and study also focuses on the satisfaction level

    of SS" users and tries to find out the ma+or factors affecting the adoption of SS"

    services.

    "his study also focuses on the ma+or problems handled by the SS" users and also try to

    analyze the main factors are influencing the customers to not using the SS" services.

    1'* O!+ecti$es o t(e study:

    "o study the awareness level of people regarding SS".

    "o find out the factors that influences the adoption of SS" services.

    "o measure the satisfaction level of SS" users.

    "o understand the problems encountered in by service class people while using

    SS"services.

    "o find out the reasons for not using SS" services.

    "o determine the ban! preference of customer for using the SS" Services.

    1', Scope o t(e topic:

    'an!ing industry was selected in this study because of this industry have a significant

    presence in both online and offline medium and are commonly used by a large segment of

    consumer. "his study focuses on consumers initial trial of ban!s self-service technologies and

    their propensities to use these service-based technologies. "he sub+ect of this study is

    restricted to retails ban!ing customers trial of Internet ban!ing at the self-service technology.

    "his study helps in finding out the satisfaction preference of ban! of SS" users in

    #hmedabad area

    "his also helps in finding the customer awareness about SS" services provided by the

    ban!s.

    /

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    "he study provides !nowledge of factors which influence the customers to use SSt

    services.

    "he study provides !nowledge of factors that are affecting the adoption of SS"

    services.

    "his study also helps to !now the ma+or problems that SS" users are currently facing.

    "his study also helps to !now the customer preference of ban! for using the SS"

    services.

    CHAPTER-) INDUSTR./CO0PAN. OERIE2

    0

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    )'1 &an"in# Structure in India:

    # ban! is a financial institution that provides ban!ing and other financial services to their

    1ustomers. # ban! is generally understood as an institution which provides fundamental

    ban!ing services such as accepting deposits and providing loans. "here are also nonban!ing

    institutions that provide certain ban!ing services without meeting the legal definition of a

    ban!. 'an!s are a subset of the financial services industry.

    # ban!ing system also referred as a system provided by the ban! which offers cash

    management services for customers reporting the transactions of their accounts and portfolios

    throughout the day. "he ban!ing system in India should not only be hassle free but it should

    be able to meet the new challenges posed by the technology and any other external and

    internal factors.

    2or the past three decades Indias ban!ing system has several outstanding achievements to its

    credit. "he 'an!s are the main participants of the financial system in India. "he 'an!ing

    sector offers several facilities and opportunities to their customers. #ll the ban!s safeguards

    the money and valuables and provide loans credit and payment services such as chec!ing

    accounts money orders and cashiers cheques. "he ban!s also offer investment and insurance

    products. #s a variety of models for cooperation and integration among finance industries

    have emerged some of the traditional distinctions between ban!s insurance companies and

    securities firms have diminished. In spite of these changes ban!s continue to maintain and

    perform their primary role3accepting deposits and lending funds from these deposits.

    )') Need o t(e &an"s:

    'efore the establishment of ban!s the financial activities were handled by money lenders

    and individuals. #t that time the interest rates were very high. #gain there were no security of

    public savings and no uniformity regarding loans. So as to overcome such problems the

    organized ban!ing sector was established which was fully regulated by the government. "he

    organized ban!ing sector wor!s within the financial system to provide loans accept deposits

    and provide other services to their customers.

    "he following functions of the ban! explain the need of the ban! and its importance4

    "o provide the security to the savings of customers.

    "o control the supply of money and credit

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    "o encourage public confidence in the wor!ing of the financial system increase

    savings speedily and efficiently.

    "o avoid focus of financial powers in the hands of a few individuals and institutions.

    "o set equal norms and conditions %i.e. rate of interest period of lending etc& to alltypes of customers.

    )'* HISTOR. O3 &AN4IN5:

    "he ban!ing in India originated with the introduction of barter system4

    )'*'1 &arter System

    Man was in the dawn of history simple self-sufficient. He lived in caves !illed

    animals when hungry and he had no other wants. #s time passed men began living in

    villages and started to till the ground. 6ften the produce of a farmers fields was more

    that he required. Similarly a fisherman often caught more than his family required. In the

    ideal situation the farmer would exchange his produce for fish with the fisherman. "his

    exchange is !nown as barter. #nd in the ideal world they would both be content. However a

    complication could and would arise if the farmer did not require or want fish. If the farmer

    required a plough and the smith requires steel there would be tremendous and horrendous

    difficulty in matching those that individuals had with that which they needed. #nd it was

    on account of this difficulty of meeting needs that the barter system surrendered to

    money.

    )'*') 0oney System

    Money was created or rather born to reduce the value of the items people had to a common

    denominator to facilitate exchange of products to satisfy needs. "he fisherman would sell his

    fish as would the farmer for money. "he farmer would then armed with the money he has in

    hand purchase a plough. "he fisherman with the money he has received would buy the food he

    needs for his family. "he earliest form of money was bones on which mar!s were made to

    distinguish between values. Metals then began to be used ( the most popular being gold silver

    and bronze. Symbols sizes and signs on these differed from time to time and from country to

    country. #s men began to travel from country to country to exchange goods and to trade

    ban!ing was born. "he term money is derived from the temple of 78uno Moneta9 which was

    used by the ,omans as a mint for their coins.

    :

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    )', 6ourney o !an"in#

    ;ithout a sound and effective ban!ing system in India it cannot have a healthy economy. "he

    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 external and internal factors. "he

    government$s regular policy for Indian ban! since *

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    reforms measure. In *

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    3i#')'1 &an"in# Structure in India

    In India the ban!s are being segregated in different groups. Gach group has their own

    benefits own dedicated target mar!ets limitations in operating in India. "he commercial

    ban!ing structure in India consists of Scheduled 1ommercial 'an!s and Enscheduled 'an!s.

    )'7'1 Or#anisationa% Structure

    "he entire organised ban!ing system comprises of scheduled and non-scheduled ban!s.

    Cargely this segment comprises of the scheduled ban!s with the unscheduled ones forming a

    very small component. 'an!ing needs of the financially excluded population is catered to by

    other unorganised entities distinct from ban!s such as moneylenders pawnbro!ers and

    indigenous ban!ers.

    )'7') Reser$e !an" o India

    "he ,eserve 'an! of India is the 1entral 'an! of the country whose function is to regulate the

    issue of 'an! Aotes and !eeping of reserves with a view to securing monetary stability in

    India and generally to operate the currency and credit system of the country to its advantage.

    )'7'* Sc(edu%ed &an"s

    # scheduled ban! is a ban! that is listed under the second schedule of the ,'I #ct *

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    the ,eserve 'an! that its affairs are not being conducted in a manner pre+udicial to the

    interests of its depositors. Scheduled ban!s are further classified into commercial and

    cooperative ban!s. "he basic difference between scheduled commercial ban!s and scheduled

    cooperative ban!s is in their holding pattern. Scheduled cooperative ban!s are cooperative

    credit institutions that are registered under the 1ooperative Societies #ct. "hese ban!s wor!

    according to the cooperative principles of mutual assistance.

    )'7', Sc(edu%ed Commercia% &an"s 8SC&s9 Scheduled

    commercial ban!s %S1's& account for a ma+or proportion of the business of the scheduled

    ban!s. #s at end-March /DD& together

    form the public sector ban!s group and control around >DF of the total credit and deposits

    businesses in India. I)'I ltd. has been included in the nationalised ban!s group since

    )ecember /DD5. Brivate sector ban!s include the old private sector ban!s and the new

    generation private sector ban!s- which were incorporated according to the revised guidelinesissued by the ,'I regarding the entry of private sector ban!s in *

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    Brivate 'an!s are ban!s that are not incorporated # non-incorporated ban! is owned by either

    an individual or a general partner%s& with limited partner%s&.

    )'7'; 3orei#n &an"s

    2oreign ban! means a ban!ing institution incorporated or organized under the laws of another

    country or a political subdivision of a country other than the Enited States that is4

    ,egulated as such by that country$s or subdivision$s government or any agency thereof

    Gngaged substantially in commercial ban!ing activity.

    Aot operated for the purpose of evading the provisions of the #ct.

    )'7'< Re#iona% Rura% &an"s

    ,ural ban!ing in India started since the establishment of ban!ing sector in India. ,ural 'an!s

    in those days mainly focussed upon the agro sector. ,egional rural ban!s in India penetrated

    every corner of the country and extended a helping hand in the growth process of the country.

    Aational 'an! for #griculture and ,ural )evelopment %A#'#,)& is a development ban! in

    the sector of ,egional ,ural 'an!s in India. It provides and regulates credit and gives service

    for the promotion and development of rural sectors mainly agriculture small scale industries

    cottage and village industries handicrafts. It helps in securing rural prosperity and its

    connected matters.

    )'7'= Sc(edu%ed Cooperati$e &an"s

    Scheduled cooperative ban!s in India can be broadly classified into urban credit cooperative

    institutions and rural cooperative credit institutions. ,ural cooperative ban!s underta!e longterm as well as short term lending. 1redit cooperatives in most states have a three tier structure

    %primary district and state level&

    )'7'1> Non-Sc(edu%ed &an"s Aon-

    scheduled ban!s also function in the Indian ban!ing space in the form of Cocal #rea 'an!s

    %C#'&. Cocal area ban!s are ban!s that are set up under the scheme announced by the

    government of India in *

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    of funds of rural and semi urban districts. Six C#'s were originally licensed but the license

    of one of them was cancelled due to irregularities in operations and the other was

    amalgamated with 'an! of 'aroda in /DD5 due to its wea! financial position.

    )' &USINESS DIISION

    3i#')') &usiness di$ision o !an"in# industry

    )''1 Retai% !an"in# It

    includes exposures to individuals or small businesses. ,etail ban!ing activities are identified

    based on four criteria of orientation granularity product criterion and low value of individual

    exposures. In essence these qualifiers imply that retail exposures should be to individuals or

    small businesses %whose annual turnover is limited to ,s. D.:D billion& and could ta!e any

    form of credit li!e cash credit overdrafts etc. ,etail ban!ing exposures to one entity is

    limited to the extent of D./F of the total retail portfolio of the ban! or the absolute limit of

    ,s. :D million. ,etail ban!ing products on the liability side includes all types of deposit

    accounts and mortgages and loans %personal housing educational etc& on the assets side of

    ban!s. It also includes other ancillary products and services li!e credit cards demat accounts

    etc.

    **

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    "he retail portfolio of ban!s accounted for around /*.0F of the total loans and advances of

    S1's as at end-March /DD

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    'an! of India Bun+ab Aational 'an! and 1entral 'an! of India. 'an! of 'aroda has also

    been exhibiting quite robust results from its wholesale ban!ing operations.

    )''* Treasury Operations

    "reasury operations include investments in debt mar!et %sovereign and corporate& equity

    mar!et mutual funds derivatives and trading and forex operations. "hese functions can be

    proprietary activities or can be underta!en on customers account. "reasury operations are

    important for managing the funding of the ban!. #part from core ban!ing activities which

    comprises primarily of lending deposit ta!ing functions and services treasury income is a

    significant component of the earnings of ban!s. "reasury deals with the entire investment

    portfolio of ban!s %categories of H"M #2S and H2"& and provides a range of products and

    services that deal primarily with foreign exchange derivatives and securities. "reasury

    involves the front office %dealing room& mid office %ris! management including independent

    reporting to the asset liability committee& and bac! office %settlement of deals executed

    statutory funds management etc&.

    )'', Ot(er &an"in# &usinesses "his

    is considered as a residual category which includes all those businesses of ban!s that do not

    fall under any of the aforesaid categories. "his category includes para ban!ing activities li!e

    hire purchase activities leasing business merchant ban!ing factoring activities etc.

    )'; S2OT ANA?.SIS

    )';'1 STREN5THS

    Jaluable contributor to @)B

    ,egulatory environment

    @overnment Support

    )';') 2EA4NESSES

    Increasing AB#

    Cow penetration

    Cac! of product differentiation

    *0

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    )';'* OPPORTUNITIES

    Modern "echnology

    Entapped ,ural Mar!et

    @lobalization

    )';', THREATS

    Enorganized money lending mar!et

    1ustomer dissatisfaction

    ,ise of monopolistic structures

    )'< PORTER@S 3IE 3ORCES 0ODE?

    'an!ing is mainly a client oriented business. # high-quality of services to the client is crucial

    for the growth and stability of any ban!. # wider distribution and access of financial services

    helps both consumers and producers to raise their welfare and productivity. Such access is

    especially powerful for the poor as it provides them opportunities to build savings ma!e

    investments avail credit and more important insure themselves against income shoc!s and

    emergencies.

    "o survive in an increasingly competitive environment ban! need to come up with various

    facilities li!e Internet ban!ing mobile ban!ing etc. ;ith the onset of mobile ban!ing the

    industry finds itself at the threshold of the next ma+or technological leap.

    *5

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    3i# )'* Porter@s i$e mode% p !an"in# industry

    Buyer Power - Hi#(bargaining power of customers on account of ban!s renders uniform

    services to the clients. Aow a days almost all ban!s would li!e to provide requisite

    information very easily by way to Internet Mobile ban!ing to the clients

    Supplier Power- ?o bargaining power of suppliers on account of ,'I regulatory

    benchmar!s. 'an!s have to meet numerous regulatory standards created by ,'I

    Competitive Rivalry- Hi#( competition of account of number of prominent public private

    foreign along with cooperative ban!s

    Availability of Substitutes - Hi#( menace from substitutes li!e A'21s Mutual funds

    @overnment securities and "-bills

    Threat of new entrants - ?o threat of new entrants on account of ban!ing regulations.

    'efore setting up of a new ban! it is essential to ta!e the consent of ,'I.

    )'= 3actors promotin# #rot( o &an"in# sector in India

    "he ban!ing sector is highly correlated with the economy of the country. "he @)B growth is

    estimated at >.= per cent for the financial year /D*0 so the economy is expected to recover

    and be bac! on the growth trac! in the financial year /D*0. "his will also result in the ban!ing

    space witnessing a spurt in growth in business next fiscal.

    Increasing disposable income and increasing exposure to a range of products have led

    consumers towards a higher willingness to ta!e credit particularly young customers.

    Increasing spread of mobile ban!ing which is expected to become the second largest channel

    for ban!ing after #"Ms will accelerate growth of the sector.

    2inancial Inclusion Brogram4 1urrently in India 5*F of the adult population dont have ban!

    accounts which indicate a large untapped mar!et for ban!ing players. Ender the 2inancial

    Inclusion Brogram ,'I is trying to tap this untapped mar!et and the growth potential in rural

    mar!ets by volume growth for ban!s.

    1urrently there are many challenges before Indian 'an!s such as improving capital adequacy

    requirement managing non-performing assets enhancing branch sales services improving

    organisation design using innovative technology through new channels and wor!ing on lean

    operations. #part from this frequent changes in policy rates to maintain economic stability

    various regulatory requirements etc. are additional !ey concerns. )espite these concerns we

    expect that the Indian ban!ing industry will grow through leaps and bounds loo!ing at thehuge growth potential of Indian economy. High population base of India mobile ban!ing (

    *:

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    offering ban!ing operations through mobile phones financial inclusion rising disposable

    income etc. will drive the growth Indian ban!ing industry in the long-term. "he Indian

    economy will require additional ban!s and expansion of existing ban!s to meet its credit needs

    )'1> CO0PAN.@S PRO3I?E

    Gstablished in *

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    1==:"he #uto 2inance 'usiness is hived off into a separate company - Kota! Mahindra

    Brime Cimited %formerly !nown as Kota! Mahindra Brimus Cimited&. Kota! Mahindra ta!es a

    significant sta!e in 2ord 1redit Kota! Mahindra Cimited for financing 2ord vehicles.

    "he launch of Matrix Information Services Cimited mar!s the @roup$s entry into

    information distribution.

    1==>>: Kota! Mahindra tied up with 6ld Mutual plc. for the Cife Insurance

    business.

    Kota! Securities launched its on-line bro!ing site.

    1ommencement of private equity activity through setting up of Kota!

    Mahindra Jenture 1apital 2und.

    )>>*: Kota! Mahindra 2inance Ctd. 1onverts to ban!.

    )>>,: Caunched India @rowth 2und a private equity fund.

    )>>7:Kota! @roup realigned +oint venture in 2ord 1redit their sta!e in Kota!

    Mahindra Brime was bought out %formerly !nown as Kota! Mahindra Brimus Ctd&

    and Kota! groups sta!e in 2ord credit Kota! Mahindra was sold.

    Caunched a real estate fund.

    )>>:'ought the /:F sta!e held by @oldman Sachs in Kota! Mahindra 1apital

    1ompany and Kota! Securities.

    )>>>=:Kota! Mahindra 'an! Ctd. opened a representative office in )ubai.

    Gntered #hmedabad 1ommodity Gxchange as anchor investor.

    )>1>: #hmedabad )erivatives and 1ommodities Gxchange a Kota! anchored

    enterprise became operational as a national commodity exchange.

    )>11: Kota! Mahindra 'an! Ctd entered into a 'usiness 1ooperation arrangement with 1IM'

    @roup Sdn 'hd Malaysia.

    *>

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    0r' Uday 4ota"B' 3ounder o t(e 4ota" #roup

    Mr. Eday Kota! '.1om. MMS aged :0 years is the Gxecutive Jice-1hairman and

    Managing )irector of the 'an! and is its principal founder and promoter. 6ver the past /:

    years he has successfully built a well-!nit team of high quality professionals who have been

    given independent charge of various businesses in Kota! Mahindra group. He was responsible

    for starting the business as a start-up venture in a limited range of activities and then building

    it up into a full financial services group many of the constituents of which are among the

    leading players in their respective fields. He is on the 'oard of the Indian 1ouncil for

    ,esearch on International Gconomic ,elations %I1,IG,&.

    )'1>'1 4ey #roup companies and t(eir !usinesses

    Kota! Mahindra is one of India$s leading ban!ing and financial services groups offering a

    wide range of financial services that encompass every sphere of life.

    *?

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    )'1>'1') 4ota" 0a(indra &an" ?td

    Kota! Mahindra 'an! Ctd is a one stop shop for all ban!ing needs. "he ban! offers personal

    finance solutions of every !ind from savings accounts to credit cards distribution of mutual

    funds to life insurance products. Kota! Mahindra 'an! offers transaction ban!ing operates

    lending verticals manages IB6s and provides wor!ing capital loans. Kota! has one of the

    largest and most respected ;ealth Management teams in India providing the widest range of

    *

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    solutions to high net worth individuals entrepreneurs business families and employed

    professionals.

    )'1>'1'* 4ota" 0a(indra O%d 0utua% ?ie Insurance ?td

    Kota! Mahindra 6ld Mutual Cife Insurance Ctd is a >54/= +oint venture between Kota!

    Mahindra 'an! Ctd. its affiliates and 6ld Mutual plc. # 1ompany that combines its

    international strengths and local advantages to offer its customers a wide range of innovative

    life insurance products helping them ta!e important financial decisions at every stage in life

    and stay financially independent. "he company covers over 0 million lives and is one of the

    fastest.

    )'1>'1', 4ota" Securities ?td

    Kota! Securities is one of the largest bro!ing houses in India with a wide geographical reach.

    Kota! Securities operations include stoc! bro!ing and distribution of various financial

    products including private and secondary placement of debt equity and mutual funds.

    Kota! Securities operate in five main areas of business4

    Stoc! 'ro!ing %retail and institutional&

    )epository Services

    Bortfolio Management Services

    )istribution of Mutual 2unds

    )istribution of Kota! Mahindra 6ld Mutual Cife Insurance Ctd products

    )'1>'1'7 4ota" 0a(indra Capita% Company 840CC9

    Kota! Investment 'an!ing %KM11& is a full-service investment ban! in India offering a wide

    suite of capital mar!et and advisory solutions to leading domestic and multinational

    corporations ban!s financial institutions and government companies.

    "heir services encompass Gquity )ebt 1apital Mar!ets M# #dvisory Brivate Gquity

    #dvisory ,estructuring and ,ecapitalization services Structured 2inance services and

    Infrastructure #dvisory 2und Mobilization.

    /D

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    )'1>'1' 4ota" 0a(indra Prime ?td 840P?9

    Kota! Mahindra Brime Ctd is among India$s largest dedicated passenger vehicle finance

    companies. KMBC offers loans for the entire range of passenger cars multi-utility vehicles

    and pre-owned cars. #lso on offer are inventory funding and infrastructure funding to car

    dealers with strategic arrangements via various car manufacturers in India as their preferred

    financier.

    )'1>'1'; 4ota" Internationa% &usiness

    Kota! International 'usiness specialises in providing a range of services to overseas

    customers see!ing to invest in India. 2or institutions and high net worth individuals outside

    India Kota! International 'usiness offers asset management through a range of offshore funds

    with specific advisory and discretionary investment management services

    )'1>'1'< 4ota" 0a(indra Asset 0ana#ement Company ?td 840A0C9

    Kota! Mahindra #sset Management 1ompany offers a complete bouquet of asset management

    products and services that are designed to suit the diverse ris! return profiles of each and

    every type of investor. KM#M1 and Kota! Mahindra 'an! are the sponsors of Kota!

    Mahindra Bension 2und Ctd which has been appointed as one of six fund managers to manage

    pension funds under the Aew Bension Scheme.

    )'1>'1'= 4ota" Pri$ate Euity 5roup 84PE59

    Kota! Brivate Gquity @roup helps nurture emerging businesses and mid-size enterprises to

    evolve into tomorrow$s industry leaders. ;ith a proven trac! record of helping build

    companies KBG@ also offers expertise with a combination of equity capital strategic support

    and value added services. ;hat differentiates KBG@ is not merely funding companies but

    also having a close involvement in their growth as board members advisors strategists and

    fund-raisers.

    )'1>'1'1> 4ota" Rea%ty 3und

    Kota! ,ealty 2und deals with equity investments covering sectors such as hotels I" par!s

    residential townships shopping centres industrial real estate health care retail education and

    property management. "he investment focus here is on development pro+ects and enterpriselevel investments both in real estate intensive businesse

    /*

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    )'11 &oard o Directors

    //

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    /0

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    )'1) Product Ran#e

    Kota! Mahindra 'an! is one of the prominent subsidiaries of Kota! Mahindra group. "he

    activities of the company being parallel to its ob+ective are very wide and cover all the

    components of a 'an!. "he 'asic area of 6perations is the 'an!ing business other products

    are meant for the regular revenue generation. 'eing a 'an!ing house the company is in

    regular touch with 'an!ing #ccounts Investment Services 1onvenience 'an!ing and 6ther

    Services.

    "hey offer complete solutions that address all customers financial requirements whether

    heshe is an individual or a firm. 2rom everyday ban!ing to long term investments 3 their

    offering covers it all. "his wide range of products is delivered to you with a genuine

    understanding of your specific need and warm personalized service.

    Kota! Mahindra 'an! it$s not about selling too many different products to people but it$s

    about wor!ing out a holistic pragmatic solution that addresses your financial needs. "hrough

    their varied products they commit themselves to becoming 7ban!er9 to the customer rather

    than being 7asset financier9 to their customers.

    ) '1) '1&an"in# Account s

    Kota! Mahindra 'an! provides various ban!ing services as4

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    )'1)'1') SAIN5S ACCOUNT

    Earn risk free returns on your savings

    K6"#K M#HIA),# 'an! has got a variety of options of savings accounts to choose from

    for its customers according to their convenience and requirements ."hese savings accountsoffer attractive returns along with personalized ban!ing services at three convenient average

    quarterly balances %#L'& levels of4

    ,s. *DDDD %K6"#K G)@G S#JIA@S #116EA"&

    ,s. /DDDD %K6"#K B,6 S#JIA@S #116EA"& and at

    ,s :DDDD%K6"#K #1G S#JIA@S #116EA"&

    "he average quarterly balance levels as well the corresponding services and benefits try to

    ensure the various customer needs and requirements.

    )'1)'1')'1 ED5E SAIN5S ACCOUNT:

    Kota! Mahindra 'an!s Gdge Savings #ccount is a complete financial pac!age customized to

    suit individual ban!ing needs. Its constant endeavour is to enable regular financial transactions

    through online platform so that most of payments can be made directly through your account

    or card.

    3eatures &eneits

    2ree access to all Kota! Mahindra 'an! JIS# #"Ms.

    Multiple #ccess 1hannels #ccess

    2ree AG2" through net ban!ing

    2ree #t-par cheques

    2ree 1lassic )ebit 1ard for *styear

    )'1)'1')') PRO SAIN5S ACCOUNT:

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    Kota! Mahindra 'an!s Bro Savings #ccount is an account pac!ed with powerful features to

    provide a superior ban!ing experience at a very comfortable balance requirement. "hey

    provide a relationship manager who will specifically ta!e care of ban!ing and investment

    needs.

    3eatures &eneits

    2ree #"M access all domestic JIS# #"M networ!

    2ree gold debit card for *styear

    2ree 1lassic )ebit 1ard

    6ne AM1 ;aived Gdge Saving #ccount for any of family memberN

    2ree Home ban!ing facility

    2ree AG2" through net ban!ing

    )edicated relationship manager

    )'1)'1')'* ACE SAIN5S ACOUNT:

    Kota! Mahindra 'an!$s #ce Savings #ccount has been designed as a gateway to a world offinancial benefits and privileged ban!ing transactions. "he account carries benefits ranging

    from personal investment advisory services to concierge services to free ban!ing transactions.

    6ne will find that this pac!age of services and privileges is unmatched by any other savings

    account in the mar!et.

    3eatures &eneits

    2ree access at all domestic and international JIS# #"Ms

    "hree AM1 ;aived Gdge Savings #ccounts for family membersN

    2ree ,"@S

    *:F )iscount on Coc!er ,ent

    2ree )emand )rafts %Enlimited at Kota! locations&

    2ree @old )ebit 1ard for *styear

    2ree add-on and supplementary debit card for *styear

    Gxtended )ebit 1ard withdrawal limit of ,s. *.>: lac per day through #"M B6S

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    )'1)'1'* Si%" - T(e Sa$in#s Pro#ramme or 2omen:

    Kota! Mahindra 'an! Si%"programme is dedicated to the woman of substance. 'e it the best

    of offers in finance dining health or lifestyle this account has everything to offer. Si%"is

    truly a toast to many things which empower women and ma!e you feel special in every way.

    4ey 3eatures

    'enefits of ;orry-free 'an!ing

    ,ewards on your Sil! debit card

    2inancial Brivileges

    Gxclusive Brivileges

    2(at t(e Si%" Pro#ramme oers

    &eneits o 2orry-3ree &an"in#

    #s a Sil! #ccount Holder Kota! Mahindra 'an! helps you put aside many of your ban!ing

    worries4

    Higher Interest rate

    @et =F interest p.a. on your Savings #ccount balance over * la!h and :.:F p.a. on

    balance up to * la!h

    Higher returns through #ctivMoney

    Garn the returns of a term deposit with the freedom to withdraw money anytime +ust

    li!e in a Savings #ccoun

    Hassle-free bill payments

    'ill Bay facility4 Ese our 'illBay facility for automatic payments of your bills through

    your ban! account

    Safer online transactions

    @enerate a virtual card for online transactions with 4ota" 5o%d netcFrdfacility.

    ;ealth Statement

    />

    http://www.kotak.com/bank/personal-banking/deposits/savings-accounts/silk-woman-savings-account.html#otherbhttp://www.kotak.com/bank/personal-banking/deposits/savings-accounts/silk-woman-savings-account.html#Cashbackhttp://www.kotak.com/bank/personal-banking/deposits/savings-accounts/silk-woman-savings-account.html#financialphttp://www.kotak.com/bank/personal-banking/deposits/savings-accounts/silk-woman-savings-account.html#exclusivephttp://www.kotak.com/bank/personal-banking/deposits/savings-accounts/silk-woman-savings-account.html#otherbhttp://www.kotak.com/bank/personal-banking/deposits/savings-accounts/silk-woman-savings-account.html#Cashbackhttp://www.kotak.com/bank/personal-banking/deposits/savings-accounts/silk-woman-savings-account.html#financialphttp://www.kotak.com/bank/personal-banking/deposits/savings-accounts/silk-woman-savings-account.html#exclusivep
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    "he non maintenance charge on the child$s account has been waived off for Sil!

    customers

    )iscount on Coc!ers

    #s a Sil! customer en+oy a special 0:F discount on Coc!er rentals for the first year

    )iscount on 'est 1ompliments 1ard

    #s a Sil! customer get a :DF discount on the issuance fee on this card

    Higher )ebit 1ard ;ithdrawal Cimits

    ;ith our Kota! Sil! )ebit 1ard spend without worry anywhere anytime. Gn+oy the

    advantage of higher withdrawal limits with no annual fees on Bro and #ce #ccounts

    Exc%usi$e Pri$i%e#es

    Gxclusive discounts and offers across4

    )ining

    8ewellery Gntertainment

    'eauty

    Shopping

    Kids

    "ravel

    1onsumer )urables

    /

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    )'1)') CURRENT ACCOUNT

    GAccount desi#ned or sma%%- mid sie !usiness or an enterprise

    K6"#K M#HIA),# 'an! offers unparalleled advantages with its three 1urrent #ccount

    offerings. ;hether small mid size business or an enterprise spread across multiple locations

    in the country would find a 1urrent #ccount that$s +ust designed for you. "hese 1urrent

    accounts offer attractive returns along with personalized ban!ing services at three convenient

    average quarterly balances %#L'& levels of4

    ,s. /:DDD %K6"#K G)@G 1E,,GA" #116EA"&

    ,s. :DDDD %K6"#K B,6 1E,,GA" #116EA"&

    ,s. *DDDDD%K6"#K GCI"G 1E,,GA" #116EA"& and at

    ,s. /:DDDD%K6"#K #1G 1E,,GA" #116EA"&

    "he average quarterly balance levels as well the corresponding services and benefits try to

    ensure the various customer needs and requirements. ;ith features ranging from 2ree ))s

    2ree 1heque 1ollection 2ree #t -Bar 1heque facility to 2ree "rading #ccount free )emat

    #ccount and more.

    )'1)')'1 Ed#e Current Account

    In need of a well equipped ban! account to !eep pace in all the business endeavours. "hey

    offer the Kota! Gdge 1urrent #ccount armed with Kota! #ctivemoney and the entire

    gamut of 'an!ing Brivileges providing that extra edge to get ahead. "he feature rich

    Kota! Gdge 1urrent #ccount is the ideal way to ma!e money wor! harder.

    3eatures &eneits

    Kota! #ctivmoney

    2ree )emand )raft AG2" ,"@S

    2ree payable at-par cheque boo!

    2ree cash )eposit at home branch

    Home ban!ing

    Ensecured overdraft facility upto ,s. *D la!hs

    0D

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    )'1)')') Pro Current account

    6ne needs a well equipped ban! account to !eep pace with you in the ever changing business

    scenario. ;e offer you the Kota! Bro 1urrent #ccount armed with Kota! #ctivmoney as

    well as an entire gamut of 'an!ing Brivileges and $user-friendly$ 1onvenience 'an!ing

    facilities. "he feature rich Kota! Bro 1urrent #ccount is the ideal way to ma!e your money

    wor! harder.

    3eatures &eneits

    )edicated ,elationship Manager

    2ree )emand )rafts Bay 6rders

    2ree #t Home Services

    'etter 2orex rates and Gfficient "rade Services

    )'1)')'* E%ite Current Account

    #t Kota! Mahindra 'an! they believe that every little thing matters into business. "hats why

    they have brought the Kota! Glite 1urrent #ccount power-pac!ed with exclusive features that

    can ma!e a remar!able difference to the way one do business.

    3eatures &eneits

    2ree )emand )rafts ,"@S AG2" #t- Bar cheque boo!

    Kota! #ctivmoney

    2ree cash )eposit at home branch

    2ree Home ban!ing service

    2ree cheque collection

    Ensecured overdraft facility upto ,s. *D la!hs

    )'1)')', Ace Current Account

    In the need of a well equipped ban! account to !eep pace with you in the ever changing

    business scenario. "hey offer you the Kota! #ce 1urrent #ccount armed with 'usiness

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    benefits and exclusive #ce Brivileges and an entire gamut of ban!ing conveniences especially

    designed. "he feature rich Kota! #ce #ccount is the ideal way to ma!e money wor! harder.

    3eatures &eneits

    2ree )emand )rafts ,"@S AG2" #t- Bar cheque boo!

    Kota! #ctivmoney

    2ree cash )eposit at home branch

    2ree Home ban!ing service

    2ree cheque collection free cheque returns

    Ensecured overdraft facility upto ,s. *D la!hs

    )'1* Term Deposits

    Kota! Mahindra 'an! term deposit offer attractive returns on term deposits and investing in itis simple and convenient for customer.

    4ey 3eatures

    Gase and convenience of operation

    Ciquidity through overdraft or sweep-in facility

    Ao penalty on pre-mature encashment

    Aomination facility available

    3eatures &eneits

    Ease and con$enience o operation

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    #n existing customer can place a term deposit through Bhone 'an!ing or Aet 'an!ing.

    ;hat$s more one can even renew this deposit by placing an instruction over phone. Aeedless

    to mention he can do all this and more by wal!ing across into any of branches.

    ?iuidity t(rou#( o$erdrat or seep-in aci%ity

    )eposit will be available to customer in case of an emergency. 6ne can avail upto ?:F

    overdraft against term by paying /F above deposit rate. "his facility is available for deposits

    above ,s.:DDDD for a tenure of *?* days or more. 6ne can also choose to lin! term deposit to

    savings current account whereby if need be term deposit will automatically be encashed to

    meet withdrawal requirement.

    No pena%ty on pre-mature encas(ment

    In case term deposit is pre-maturely encashed one will earn interest at the rate prevailing on

    the date of deposit for the withdrawn amount.

    Nomination aci%ity a$ai%a!%e

    6ne can avail this facility for each every account that open with us i.e. nominate different

    persons for different term deposit accounts can choose to change the nominee through a

    declaration in the appropriate form to revise the nomination during the term of the deposit.

    )'1, S2OT ANA?.SIS:

    )'1,'1 Stren#t(:

    00

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    "he Mahindra group is a one of the largest institution in India.

    Kota! Mahindra ban! has been rewarded with KM' among Hewitts 7top /: best

    employers this depicts the actual performance of the organization in terms of

    efficiency9

    "he ban! small boo! size which helps it to sustain the growth of the company

    provide better return to the customer.

    )istribution channel of the ban! is wide so ban! has been reached more than *?/

    cities.

    KM' offers the most flexible unique products such as global debit cardacti money

    )irect pay service payment gateway for online shopping.

    )'1,') 2ea"ness:

    Kota! Mahindra ban! does not spend more time in mar!eting it may be a reason for

    not being mar!et leader in private ban!s.

    Kota! mahindra ban! has an average quarterly maintenance of some particular amount

    according to its different product variant which some time leads to customer

    dissatisfaction and customer can go for government ban! rather than any private ban!.

    Kota! Mahindra ban! has not sufficient branches and #"M.

    )'1,'* Opportunities:

    05

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    "he whole mar!et is a land of niche segment for opening an account deposits

    borrowings and insurance so !ota! Mahindra is at par with all other private companies.

    Its an equal competition for all private ban!s to perform well in mar!et. "his is an

    opportunity to ma!e a bench mar! in rural area.

    "he !ota! is a big brand name and thats an opportunity to grow their insurance

    business as well as increase their distribution channel. Kota! has a very good goodwill

    if they target the customer of each company of their group.

    "hey may be get increase in insurance business and they can give attractive offers and

    schemes to attract customers.

    )'1,', T(reats:

    ,ural area and middle class still does not have faith in private ban!s.

    1ost is most important feature and !ota! have to reduce it to compete in current

    mar!et.

    "he !ota! Mahindra ban! has good competition with private ban!s and they are

    spending huge amount in mar!eting. If !ota! want to be in competition it has to

    acquire more shares in mar!et.

    )'17 *C ANA?.SIS

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    )'17'1 CO0PAN.

    )'17'1'1 Company Reac(:

    Kota! Mahindra is now one of India$s leading financial services organizations offering a

    broad range of financial solutions that encompass every sphere of life. 2rom commercial

    ban!ing to stoc! bro!ing to mutual funds to life insurance to investment ban!ing the group

    caters to the varied financial needs of individuals and corporate sector.

    "he group has a net worth of over ,s.>

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    range of services from funds transfer bill payments /-way sweep through their #ctivMoney

    feature much more. 6ne can place standing instructions for investment options that can be

    boo!ed through Internet or through Bhone ban!ing services. "he Savings #ccount thus

    provides for attractive returns earned through a comprehensive suite products and services that

    offer investment options all delivered seamlessly to the customer by well integrated

    technology platforms.

    #part from Bhone ban!ing and Internet ban!ing the 'an! offers convenient ban!ing

    facility through Mobile ban!ing SMS services Aet card and Home ban!ing and 'ill Bay

    facility among others.

    "he )epository services offered by the 'an! allows the customers to hold equity

    shares government securities bonds and other securities in electronic or )emat forms.

    "heir Salary / ;ealth offering provides comprehensive administrative solutions for 1orporate

    with features such as easy and automated web based salary upload process thereby eliminating

    the paper wor! involved in the process a dedicated relationship manager to service the

    corporate account customized promotions and tie - ups and many such unique features. "he

    whole gamut of investment products and investment advisory services is available to the

    salary account holders as well.

    2or the business community they offer comprehensive business solutions that include

    the 1urrent #ccount "rade Services 1ash Management Service and 1redit 2acilities !eeping

    in mind the myriad needs of your business. "heir ;holesale ban!ing products offer business

    ban!ing solutions for long-term investments and wor!ing capital needs advice on mergers and

    acquisitions and equipment financing. "o meet special needs of the rural mar!et we have

    dedicated business offerings for agricultural financing and infrastructure. In #griculture

    2inance division delivers customized products for capital financing and equipment financing

    needs of our rural customers.

    2or financial liquidity they offer you loans that meet your personal requirements with

    quic! approval and flexible payment options. "o complete the personal financial offerings

    space now they offer Kota! 1redit 1ard which is a hassle-free transparent product that also

    happens to be the first vertical credit card in the industry.

    Kota! Mahindra 'an! addresses the entire spectrum of financial needs of Aon-

    ,esident Indians. "heir tie-up with the 6verseas Indian 2acilitation 1entre %6I21& as a

    strategic partner gives us a platform to share our comprehensive range of ban!ing

    investment products and services for Aon ,esident Indians %A,Is& and Bersons of Indian6rigin %BI6s&. "heir 6nline #ccount 6pening facility and Cive 1hat service helps you to get

    0>

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    in touch with us at the comfort of your homes and at your convenience. "hese offerings are

    specifically designed to suit the overseas Indian$s personal financial needs and give the global

    Indians a near to home feel.

    )'17') CUSTO0ERS

    "he customers for Kota! Mahindra 'an! are salaried people businessmen self employed

    with good earnings so as they have the capability to maintain the average quarterly balance

    with the ban!.

    )'17'* CO0PETITORS

    Name Tota% Assets

    H)21 'an! 5DD00*.

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    )'1 0AR4ETIN5 STRATE5.

    Kota! Mahindra @roup believes that the art of persuading audiences means using the

    three basic appeals that #ristotle first described4 ethos pathos and logos. "hey

    considers #ristotles model effective even today.

    "he opinion that there is a sufficiency of brand information in front of audiences today.

    Kota! Mahindra 'an! chose to convey a statement of youthfulness for their P/: years

    campaign in /D**.

    Kota! Mahindra 'an! on this occasion unveiled a high-impact campaign that

    featured a series of *D-second television commercials and print campaigns. "he idea of

    *D-second commercials came from the one-second commercials by Miller High Cife

    during the Super 'owl.

    5D

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    Since India does not have media spots for such one-second innovations Kota!

    Mahindra pic!ed up the ten-second spots instead

    "hey used Bathos in advertising persuading by betting on consumers emotions. Kota!

    too li!e many other Indian brands believes that the art of music and storytelling has

    emerged as a strong mar!eting tool because consumers use these forms in their daily

    life.

    In the Cogos or logical percussion they use of reasoning. "hat was the time when

    Kota! 'an! brought in Subbu as a character in its communications. Subbu is a voice of

    the brand and not a brand endorser that helped consumers decode their worries. Subbu

    was created at the time when the ,eserve 'an! of India de-regulated interest rates on

    savings accounts. Subbu using various media platforms spread the word on various

    products that the ban! launches from time to time.

    Kota! 'an! one of youngest in the category is using traditional principles of communication

    and modernizing it with consumer demands. It will be interesting to see how the brand will

    continue to inform persuade and entertain its customers and potential customers

    )'1'1 ?O5O

    5*

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    )'1')TA5?INE

    G?ETS 0A4E 0ONE. SI0P?E

    In another research Hallowell %*

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    "he study concluded that satisfaction with the service and satisfactions with price were !ey

    elements in the overall satisfaction measurement. "he measurements used in the above

    mentioned study were reasonably all-inclusive and concluded that all the elements measured

    had a bearing on overall satisfaction. "he findings of the study emphasized that the service

    features of branch staff and information were dominant factors.

    CHAPTER-* ?ITERATURE REIE2

    *'1 T(eoretica% 3rameor"

    ,esearch on self service technology %SS"& has been a popular topic in the past /D years

    because technology is developing constantly evolving and improving. Self-Service

    "echnology is defined according to Meuter et al. %/DDD p. :D& as 7"echnological interfaces

    that enable customers to produce a service independent of direct service employee

    involvement.9. #nother common used term which refers to this definition is 7"echnology

    'ased Self-Service9 %"'SS&. Self service technology is supposed to reduce operating

    %personnel& costs for companies and to give more control over time to customers. 'esides the

    underlying goals for the customers are cost and time advantages.

    SS" is about involving customers in the service delivery process in order to improve

    productivity and service quality and also reducing costs. "his is achieved by4 firstlycontrolling demand fluctuations without the use of expensive employees and second the used

    50

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    technological interface is made standardized which ma!es it independent of the employees

    personality and mood. "his gives the customers a partial responsibility for the outcomes and

    obtained quality of the service. "he technology should be put in a positive light in order to

    persuade customers that SS"s are an easier medium for attaining their goals rather than it is an

    obstruction. "he perceived reduction in waiting time during the service experience is one of

    the main advantages of using SS"s according to 'ateson %*

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    ,etail ban!ing is the modernization of the /* st1entury. India has experienced a rapid growth

    in retail ban!ing. It is a ban!ing service that is geared primarily toward individual customer. It

    focuses strictly on consumer mar!ets. ,etail ban!ing is a mass-mar!et ban!ing where

    individual customers use local branches of larger commercial ban!s. "he services offered by

    retail ban!ing includes saving and chec!ing accounts mortgages personal loans debit cards

    credit cards etc. It ta!es care of the diverse ban!ing needs of an individual customer. It

    provides ban!ing products and services to individuals. ,etail ban!ing contains feature li!e

    multiple products channels and customer groups. Most of the Indian ban!s have been retail

    ban!s in their business composition. "he various reasons for the growth of retail ban!ing in

    India are4

    "echnology.

    Introduction Brivate and foreign ban!s.

    Increased competition.

    Innovation in ban!ing products and services.

    Gconomic growth.

    )eregulation of interest rates.

    1hanges in life style of wor!ingmiddle class.

    2ocus on productivity and profitability.

    1hanging consumer demographics.

    ,etail ban!ing segment in the ban!ing industry is continuously undergoing innovations

    product reengineering ad+ustments and alignments. Indian retail ban!ing segment includes4

    1ards- credit debit and #"M.

    Housing loans.

    Bersonal loans

    1onsumption loans

    Gducation loans

    Jehicle loans.

    Insurance.

    )emat services.

    5:

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    6nline services

    CUSTO0ER SATIS3ACTION AND RETAI? &AN4IN5

    ,etail ban!ing is a service industry focused towards the customers money and its

    management. #n element that strongly drove the satisfaction of customers in the ban!ing

    sector was the conviviality factor related to the features of a ban! and the attributes of its

    personnel. ,ust and Rahori! %*

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    system was found to rise with the movement to higher income levels Internet ban!ing

    has been highly rated the highest by the consumers on the parameters of accuracy

    though safety is matter of concern the opinions on ease of transactions and

    customization in Internet ban!ing are mixed among the consumer groups. "his may be

    because of the access to the computer systems and varied requirements among them.

    7' Dr' Himani S(arma8 )>119in her study she found that there is not much awareness in

    Indian customers regarding use of G-'an!ing services. 'ut the guidance and

    persuasion by ban!ers does promote the use of such services amongst the customers.

    "here is greater incidence of G-'an!ing usage among the middle age men %0D to :D

    years of age& and women customers use such services much less frequently.

    6ccupation-wise the professionals followed by business class ma!e more use of G-

    'an!ing services. 'an!ers are satisfied regarding the retention rate and access rate of

    G-'an!ing customers and they are also satisfied with switch over rate of customers

    from traditional ban!ing to e-ban!ing. In order to ma!e e-'an!ing more popular

    ban!s must separate their customers based on demographic priority %i.e. age gender

    occupation etc.& and customize G-'an!ing services as per their needs and

    requirements.

    ' 0itta%J R'4' D(in#raJ S' 8)>>;9studied the role of technology in ban!ing sector.

    "hey analyzed investment scenario in technology in Indian ban!s but this study was

    related to the time period before the Information "echnology #ct and at that time

    technology in Indian ban!s was very low. 'ut both the researchers nicely presented

    their views.

    ;' Hua 5' 8)>>=9found that the online ban!ing acceptance in 1hina by conducting an

    experiment to investigate how users perception about online ban!ing is affected by

    the perceived ease of use of website and the privacy policy provided by the online

    ban!ing website. "he **D undergraduate students in 1hinese Eniversity are involved

    in the investigation. "he study finds that both perceived ease of use and privacy policy

    have a significant impact on users adoption of online ban!ing. "he study also

    investigates relative importance of perceived ease of use privacy and security.

    Berceived ease of use is of less importance than privacy and security. Security is the

    5?

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    most important factor influencing users adoption. "he study also discusses the

    implications of these results and limitations.

    CHAPTER-, RESEARCH 0ETHODO?O5.

    ,esearch methodology is the way to systematically solve the research problem. ,esearch in

    common refers to a search of !nowledge. In fact research is an art of scientific investigation.

    #ccording to the advanced learning dictionary 7research is a careful investigation of inquiry

    especially for finding9. In it we study the various steps that are generally adopted by the

    researcher in study of his research problem along with logic behind them. It is necessary for

    the researcher to !now the research method and techniques.

    ,'1 RESEARCH T.PE

    I have used descriptive research and exploratory research design in our studies. )escriptive

    research is also called Statistical ,esearch. "he main goal of this type of research is to

    describe the data and characteristics about what is being studied. "he idea behind this type ofresearch is to study frequencies averages and other statistical calculations. #lthough this

    5

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    research is highly accurate it does not gather the causes behind a situation. )escriptive

    research is used to obtain information concerning the current status of the phenomena to

    describe what exists with respect to variables or conditions in a situation.

    Here we also tried to find out the main cause why there is perceptual bloc!ing of the Indian

    customers towards SS" services offered by ban!s. "he methods involved range from the

    survey which describes the status quo the correlation study which investigates the relationship

    between variables to developmental studies which see! to determine changes over time.

    ,') DATA T.PE

    )ata includes facts and figures which are required to be collected to achiever the ob+ectives of

    the pro+ect In order to determine the present position of SS" users.

    ,')'1 PRI0AR. DATA4 Brimary data was collected from the sample by a Self-administered

    questionnaire in presence of customer.

    ,')') SECONDAR. DATA: Secondary sources of secondary data were Magazines

    newspaper +ournals etc.

    ,'* 0ETHOD O3 DATA CO??ECTION

    2or assessing the behavior pattern of the customers towards SS" services in ban!ing I have

    collected the data from both the sources i.e. primary sources and secondary source.

    ,'*'1 Primary Source

    2or this research I have prepared a questionnaire for collecting the data. I distributed the

    questionnaire to the selected SS" users. 6n the basis of their feedbac! I have done the

    analysis for my report.

    ,'*') Secondary Source

    Jarious boo!s broachers companys website pro+ect reports articles on SS" in ban!ing

    industry ta!en from +ournals magazines published from time to time etc where used as

    secondary source.

    ,', MUESTIONNAIRE DESI5N

    :D

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    Luestionnaire design is a most common instrument. # researcher should avoid bias and

    develops a device which will facilitate effective communication. "he questionnaire

    considers all these factors can secure relevant facts or opinion from informed and interested

    responded. I designed a questionnaire contained li!e this and conducted the sample survey.

    "he questionnaire was structured type and contained questions relating to different dimensions

    of e-ban!ing preferences among service class such as level of usage factors influencing the

    usage of SS" services benefits accruing to the users of SS" services problems encountered.

    #n attempt was also made to elicit reasons for its non-usage. "he questions included in the

    questionnaire were close-ended dichotomous and offering multiple choices.

    ,'7 SA0P?IN5 UNIT

    It defines the target population that will be sampled i.e. it answers who is to be surveyed. In

    this study the sampling unit is the people of #hmedabad.

    ,' SA0P?E SIKE

    "he larger the sample the more accurate the results would be but practically it is not feasible to

    survey the entire target population customers or even substantial portion of it. In this pro+ect

    the sample size is *DD. In this pro+ect being aware of the time and cost constraints sample size

    was limited.

    ,'; SA0P?IN5 TECHNIMUE

    2or this study I have adopted the convenient sampling method. In this method the sampling

    unit is chosen primarily on the basis of convenience to the investigators. In this type of

    sampling the researcher selects the item for the sample deliberately his choice concerning

    the items remains supreme. In other words under this sampling method the organizers of the

    enquiry purposively choose the particular unit of the universe for constituting a sample on

    the basis that the small mass that they select out of huge ones will be typical or representative

    of the whole.

    .

    ,'< RESEARCH DESI5N

    ,esearch design constitutes the blue print for the collection measurement and analysis of data.

    "he present study see!s to identify the extent of preferences of SS" services over traditional

    ban!ing among SS" users. "he research design is exploratory and descriptive in nature. "he

    :*

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    research has been conducted on SS" users within ahmedabad. 2or the selection of the sample

    convenient sampling method was adopted and an attempt has been made to include all the age

    groups and gender within the SS" users.

    ,'= TOO?: SPSS

    CHAPTER-7 DATA ANA?.SIS AND INTERPRETATION

    Ta!%e no7'1 Customer@s preerence o !an"s as c%assiied !y R&I

    2requency Bercent Jalid

    Bercent

    1umulative

    Bercent

    Aationalize 'an! 5D 5D.D 5D.D 5D.D

    Indian Brivate Sector

    'an!:= :=.D :=.D

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    3i#'7'1 Customer@s preerence o !an"s as c%assiied !y R&I

    Interpretation

    2rom the research it is concluded that about :=F of the total population prefer Indian private

    sector ban!s for ban!ing and study about other ban!s concern as 5DF prefer nationalize ban!

    and other as co-operative ban! and foreign ban! with 0F and *F respectively.

    Ta!%e 7') Customer@s aareness o SST ser$ices pro$ided !y

    !an"s

    2requency Bercent Jalid

    Bercent

    1umulative

    Bercent

    Jalid

    Oes >? >?.D >?.D >?.D

    Ao // //.D //.D *DD.D

    "otal *DD *DD.D *DD.D

    :0

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    3i# 7') Customer@s aareness o SST ser$ices pro$ided !y !an"s

    Interpretation

    "he above table showing the awareness of people about the SS" services while opening

    account got some interesting results. "he result shows that the >?F of the people are aware of

    the SS" services provided by the ban! on the other hand the other about //F of the peoples

    are not aware of the SS" services.

    Ta!%e 7'* Customer@s aareness o o%%oin# SST ser$ices

    No' o Respondents Percenta#e

    AT0 *DD //.??F

    De!it Card *DD //.??F

    Credit Card *DD //.??F

    0o!i%e &an"in# =< *:.>?F

    Internet &an"in# =? *:.:=F

    Tota% 50> *DDF

    :5

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    3i# 7'* Customer@s aareness o o%%oin# SST ser$ices

    Interpretation

    2rom the recent study the above table shows some interesting results about the awareness of

    G-ban!ing services. Some different ratios of respondents were ta!en in this research. "he

    results of awareness towards G-ban!ing service li!e #"M De!it Card and credit card s(o

    ))' respondents'2or mobile ban!ing service we got *:.>?F result

    among the =< respondents and for internet ban!ing we got *:.:=F among the =? respondents.

    Ta!%e 7', Customer@s response a!out usin# t(e o%%oin# SST ser$ices

    No' o Respondents Percenta#e

    AT0 *DD /=F

    De!it Card *DD /=F

    Credit Card ?: /:./

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    3i# 7', Customer@s response a!out usin# t(e o%%oin# SST ser$ices

    Interpretation

    "he above results shows that among the 00= respondents /=F of the users use the SS"

    services #"M and )ebit 1ard. /:./

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    3i# 7'7 T(e

    sin#%e most

    imp reason

    or c(oosin#

    t(is

    particu%ar !an" or usin# SST ser$ices'

    Interpretation

    "he question as!ed to the people during this research that the single most imp reason that they

    choose for particular ban! for using SS" services and above results shows the views of the

    people towards the question. "he results shows that the 5=Fof the people says that they get

    the excellent services by their ban! in which they have their account but on the other hand0>F of the peoples do have the traditional ban! account with the same ban!. "he ?F of the

    population goes with the brand name of the ban! and

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    3i# 7' Representation o reuency o usa#e

    Interpretation

    "he above result shows the frequency of use of the SS" services. Highest number of

    population always uses #"M )ebit card and 1redit card. 'ut according to research it also

    shows that the there are fewer who use the mobile ban!ing and internet ban!ing.

    Ta!%e 7'; Represents t(at saest SST ser$ice to use accordin# to t(e respondents

    2actorsJery

    SafeSafe Aeutral ,is!y

    Jery

    ,is!y

    "otal

    # #"M 5= 00 *? / * *DD

    ' )ebit 1ard /? := *0 0 D *DD1 1redit 1ard / = :< /< 5 *DD

    ) Mobile 'an!ing *5 0 : :/ /= *DD

    G Internet 'an!ing *0 / / *5 =< *DD

    :?

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    3i# 7'; Represents t(at saest SST ser$ice to use accordin# to t(e respondents

    Interpretation

    Security is always a ma+or concern for SS" services. "he above result shows that the #"M

    services are safer rather than the debit card and credit card. "he same is with the mobile and

    internet ban!ing that most of the population thin!s that these SS" services are not yet safe to

    use.

    Ta!%e 7'< 3actors in%uencin# t(e %e$e% o usa#e

    2actors Jery Important ImportantModerately

    Important

    6f Cittle

    ImportanceEnimportant

    # #ll time availability =< 0* D D D

    ' Gase of use :: 5: D D D

    1 Aearness 0> 5? *: D D

    ) Security =* 0= 0 D D

    G )irect access :? 05 ? D D

    :

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    2 Luic!ness =0 0> D D D

    @ Cess Bhysical

    Gfforts

    *? 00 0= ** /

    3i# 7'< 3actors in%uencin# t(e %e$e% o usa#e

    Interpretation

    "he above result shows the factors which accelerates for influencing the use of SS" service."he factors such as all time availability ease of use nearness security direct access quic!ness

    and less physical efforts. #ll the factors showed their high level of importance but the people

    dont have any issue with the less physical efforts to use SS" services.

    Ta!%e 7'= Pro!%ems identiied (i%e usin# SST ser$ices

    2actorsHighly

    consideredMa+or #verage Minor Ignorable

    # 6verdependence on

    "echnology

    /D /5 *= 0? /

    ' Security concerns 0 0: /0 0= 0

    1 "ime consuming /: 0= ** /5 5

    ) "echnical problem 55 /> > *? 5

    G Gxtended security chec!s 00 *> < 0< /

    =D

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    3i# 7'= Pro!%ems identiied (i%e usin# SST ser$ices

    Interpretation

    "he above table shows the result to problem against the all SS" services. "he number shows

    that they are highly concerned with the technical problem but some amazing result with the

    security that its a ma+or concern but not they are highly concerned with it. "he factors as over

    dependence on technology and time consuming has the mixed concerns for their problems.

    Ta!%e 7'1> Reasons or not usin# t(e SST ser$ices

    2actors )efinitelyJery

    BrobablyBrobably Bossibly

    Jery

    Brobably

    Aot

    # Ao need% Satisfied with

    traditional ban!ing&

    05 D ? D :D

    ' Aot available through my

    ban!

    D D = D ?=

    1 Security concerns *: * *= 0 :>) Ao access to 0 D D D ?5 /=

    ' 'an! familiarity :> 0* */

    1 'an! location

    %geographic&

    5> 0* /D /

    ) Security of

    "ransaction

    =5

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    2 Luic! service ?= *0 *

    @ Some Gxtra

    Brivileges

    0: /> *5 /5

    H Jariety of features

    and services that

    are offered

    5= /* // *D *

    3i# 7'1* Important actors or usin# SST ser$ices

    Interpretation

    "he above table shows some factors which are responsible for the ma!e people use the SS"

    services. "he factors are better rate and service charge 'an! familiarity 'an! location

    %geographic& Security of "ransaction 1onvenience Luic! service Some Gxtra Brivileges and

    Jariety of features and services that are offered. "hese factors were rated according to their

    higher level importance to the lower level of importance. #ll the factors were very important

    for the peoples. Security shows the higher degree of importance for the account holders and on

    the other hand the lower importance was with the variety and services that are offered and also

    for the ban! location.

    Ta!%e 7'1, Respondents response a!out pri$ate and nationa%ie

    !an" SST ser$ices 82(ic( !an" pro$ides !etter SST ser$ices9

    2requency Bercent Jalid

    Bercent

    1umulative

    Bercent

    Jalid Oes >> >>.D >>.D >>.D

    Ao = =.D =.D ?0.D

    =:

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    #ll #re

    Same*> *>.D *>.D *DD.D

    "otal *DD *DD.D *DD.D

    3i# 7'1, Respondents response a!out pri$ate and nationa%ie !an" SST ser$ices 82(ic(

    !an" pro$ides !etter SST ser$ices9

    Interpretation

    "he question when as!ed to the people to choose for the better SS" services between the

    nationalized ban! and the private ban!s and then the results shows that >>F of the peoples are

    with the private ban!s and =F of the people disagree with the results of SS" services provided

    by the private ban!s but *>F of the result shows that these peoples thin!s that all ban!s

    provide better SS" service they were neutral with the question.

    Ta!%e 7'17 Customer@s preerence o !an" or usin# SST ser$ices

    2requency Bercent Jalid

    Bercent

    1umulative

    Bercent

    Jalid

    Aationalized 'an! */ */.D */.D */.D

    Indian Brivate Sector

    'an!?0 ?0.D ?0.D

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    G-ban!ing constitutes services provided in terms of #"Ms )ebit 1ard 1redit 1ard

    Mobile 'an!ing Internet 'an!ing etc of which the first six have been covered.

    #mongst these #"M scores the largest used service status %/=F& 1lose on the heels

    is )ebit card %/=F& 1redit card %/:./

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    importance for the account holders and on the other hand the lower importance was

    with the variety and services that are offered and also for the ban! location.

    "he study results show that the customer prefer the Indian private sector ban! for using

    SS" services over the nationalized ban! and foreign ban!.

    &I&?O5RAPH.

    RE3RENCES

    Reithaml and 'itner. /DDD. 7"echnology Infusion in Service Gncounters9 Journal of the

    Academy of Marketing Science. Jolume /? Ao. * pages *0?-*5

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    1laes 2ornell. *

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    0. http4www.moneycontrol.comcompetition!ota!mahindraban!comparisonKM'

    APPDENDI

    MUESTIONNAIRE

    Name

    Address

    >*

    http://www.moneycontrol.com/competition/kotakmahindrabank/comparison/KMBhttp://www.moneycontrol.com/competition/kotakmahindrabank/comparison/KMB
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    A#e

    'elow /: /: to 5D 5D to :: #bove ::

    Occupation

    Self employed Salaried 6thers

    Annua% Income

    Cess than *.: lac *.: lac to 0 lac

    0 lac to : lac #bove : lac

    *. ;hich !ind of 'an! do you prefer for ban!ing

    Aationalized 'an! Indian Brivate Sector 'an!

    1o-operative 'an! 2oreign ban!

    /. In which ban! do you have an #ccount4 UUUUUUUUUUUUUUUUU

    0. ;hile opening the account were you aware of SS" services provided by your

    ban!T

    a. Oes b. b. Ao

    5. ;hich of the following SS" services are you aware ofT

    a. #"M

    b. )ebit 1ard

    c. 1redit 1ard

    d. Mobile ban!ing

    e. Internet ban!ing

    :. ;hich of the following SS" services are offered by your ban!T

    a. #"M

    b. )ebit 1ard

    c. 1redit 1ard

    d. Mobile ban!ing

    >/

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    e. Internet ban!ing

    =. )o you use SS" servicesT %I NoJ anser uestion no' >=J1)J1,J17J1 direct%y&.

    a. Oes b. Ao

    >. ;hat was the single most important reason that you chose this particular ban! for

    using SS" servicesT %please choose one&

    I have a traditional ban! account with the same ban!

    "he brand name of the ban!

    "he excellent service offered by this ban!

    #ccessibility

    6thers

    If others please specify

    ?. If answer to question no.: is yes how frequently do you use each of the following

    servicesT

    2actors 6ften Sometimes #lways Seldom Aever

    # #"M

    ' )ebit 1ard

    1 1redit 1ard

    ) Mobile 'an!ing

    G Internet 'an!ing

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    1 Aearness

    ) Security

    G )irect access

    2 Luic!ness

    @ Cess Bhysical

    Gfforts

    **. ,ate the problems identified while using SS" servicesT

    2actorsHighly

    consideredMa+or #verage Minor Ignorable

    # 6verdependence on

    "echnology

    ' Security concerns

    1 "ime consuming

    ) "echnical problem

    G Gxtended security chec!s

    */. Kindly rate the following reasons enlisted for not using the SS" servicesT

    2actors )efinitelyJery

    BrobablyBrobably Bossibly

    Jery

    Brobably

    Aot

    # Ao need% Satisfied with

    traditional ban!ing&

    ' Aot available through my

    ban!

    1 Security concerns

    ) Ao access to

    internetmobile

    G Cac! of operational

    !nowledge%1omplexity&

    2 costs

    #ny other please specifyUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUU

    *0. "o what extent are you satisfied with your 'an!s SS" servicesT

    2actors Jery satisfied Satisfied Aeutral )issatisfiedJery

    )issatisfied

    # #"M

    ' )ebit 1ard

    1 1redit 1ard

    ) Mobile 'an!ing

    G Internet 'an!ing

    *5. )o you want to use SS" servicesT

    >5

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    Oes Ao

    *:. 2or your choice for using SS" services please indicate how much each of the

    following factors %were& are important for you.

    2actors Jery Important ImportantModerately

    Important

    6f Cittle

    ImportanceEnimportant

    # 'etter rate and

    service charge

    ' 'an! familiarity

    1 'an! location

    %geographic&

    ) Security of

    "ransaction

    G 1onvenience

    2 Luic! service@ Some Gxtra

    Brivileges

    H Jariety of features

    and services that

    are offered

    *=. )o you thin! private sector ban!s are better service provider then nationalised ban!sT

    Oes Ao all are same

    *>. ;hich !ind of 'an! do you prefer for using SS" servicesT