A study to know the banking behavoir and preferences of corporate customers towards corporate banking

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A
Project Report
On
“A Study to know the Banking Behavior and Preference of
Corporate Customers of Prahalad Nagar area towards
Corporate Banking”
At
“Kotak Mahindra Bank”
Submitted By
Prashant J. Barvaliya (148070592062)
Dhwani M. Thakar (148070592076)
Guided By
Prof. Nilesh Patel.
In Practical Fulfillment of
Masters of Business Administration
Degree Affiliated To Gujarat Technological University
SAL Institute of Management
Batch 2014 - 2016

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PREFACE
The project report is accompanied with practical experience to add some
worthiness to education. This practical training in MBA program
develops core competencies of business world. Thus, we have a practical
outlook of the managerial experts and witness the function of
management in real business.
My work in this project is, therefore, a humble attempt towards this end.
In spite of my best efforts, there may be errors or omissions, which may
please be excused.

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DECLARATION
We, Prashant J. Barvaliya enrolment no.148070592062 & Dhwanee M. Thakar
enrolment no.148070592076, students of SAL institute of management hereby declare
that we have successfully completed this project ― To know banking behavior and
preference of corporate customers of prahalad nagar area towards corporate banking‖
in the academic year 2014-15.
Here we declare that this work is done by us and to the best of our knowledge; no
such work has been submitted by any other person for the award of degree or
diploma.
We also declare that all the information collected from various secondary and primary
sources has been duly acknowledged in this project report.
Date: -
Place: Ahmadabad Signature
(1) Prashant Barvaliya
_____________________
(2) Dhwani Thakar
_______________________

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ACKNOWLEDGEMENT
I am using this opportunity to express my gratitude to everyone who supported me
throughout the course of this MBA project. I am thankful for their aspiring guidance,
invaluably constructive criticism and friendly advice during the project work. I am
sincerely grateful to them for sharing their truthful and illuminating views on a
number of issues related to the project.
I express my warm thanks to Mr. Biren shah and for their support and guidance at
KOTAK MAHINDRA BANK.
I would like to thank Sal Institute of management for giving me this opportunity and I
would like thank Dr. Viral Bhatt the director of this institute for providing this
platform.
I would also like to thank my project internal guide Prof. Nilesh Patel and all the
people who provided me with the facilities being required and conductive conditions
for my MBA project.
Thank you,

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Chapter – 1
Executive Summary

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This report provides an analysis and evaluation of the study to know the banking
behavior and preferences of corporate customers toward different bank as per the
requirement of KOTAK Mahindra bank.
Methods of analysis include primary survey of the corporate customer with the help
of questioner other calculation is done with the help of SPSS software in which cross
tabulation is used for multiple choice questions.
To study the banking behavior of corporate customers, selected samples are taken
with help of convenient sampling of non – probability sampling method.
In this study we have applied one way ANOVA to understand the preference of
corporate customers of Prahalad Nagar area.
According to study most of the customers are associated with the private sector banks.
Hence we have found out the most important reasons for choosing the private sector
bank rather than public sector bank.
Recommendations have taken from corporate customers to improve the banking
services.

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1. History of Banking Sector
2. Phases of Indian Banking System
3. Products of Banking Industry
4. Types of Bank
5. Banking in India
6. Porter‘s Five Forces
7. New Developments in Banking Sector
8. Current Scenario of Indian Banking Industry
9. Major Challenges in Banking Sector
10.PEST Analysis
Chapter – 2
Industry Profile

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A bank is a financial intermediary and money creator that create money by lending
money to a borrower, thereby creating a corresponding deposit on the bank's balance
sheet. The origins of modern banking can be traced to medieval and
early Renaissance Italy, to the rich cities in the north
like Florence, Lucca, Siena, Venice and Genoa. The Bardi and Peruzzi families
dominated banking in 14th century Florence, establishing branches in many other
parts of Europe.
Banking in India in the modern sense originated in the last decades of the 18th
century. Among the first banks were the Bank of Hindustan, which was established in
1770 and liquidated in 1829-32; and the General Bank of India, established 1786 but
failed in 1791.
Modern banking practices, including fractional reserve banking and the issue
of banknotes, emerged in the 17th and 18th centuries. Merchants started to store their
gold with the goldsmiths of London, who possessed private vaults, and charged a fee
for that service. In exchange for each deposit of precious metal, the goldsmiths
issued receipts certifying the quantity and purity of the metal they held as a bailey;
these receipts could not be assigned; only the original depositor could collect the
stored goods.
The three banks were merged in 1921 to form the Imperial Bank of India, which upon
India's independence, became the State Bank of India in 1955. For many years the
presidency banks had acted as quasi-central banks, as did their successors, until the
Reserve Bank of India was established in 1935, under the Reserve Bank of India Act,
1934.
In 1960, the State Banks of India was given control of eight state-associated banks
under the State Bank of India (Subsidiary Banks) Act, 1959. These are now called its
associate banks. In 1969 the Indian government nationalized 14 major private banks.
In 1980, 6 more private banks were nationalized. These nationalized banks are the
majority of lenders in the Indian economy. They dominate the banking sector because
of their large size and widespread networks.
1. HISTORY OF BANKING SECTOR

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Generally banking in India was fairly mature in terms of supply, product range and
reach-even though reach in rural India and to the poor still remains a challenge. The
government has developed initiatives to address this through the State Bank of India
expanding its branch network and through the National Bank for Agriculture and
Rural Development with things like microfinance.
1.1ORIGIN OF THE WORD
The word bank was borrowed in Middle English from Middle French banque, from
Old Italian banca, from Old High German banc, bank "bench, counter". Benches were
used as desks or exchange counters during the Renaissance by Florentine bankers,
who used to make their transactions atop desks covered by green tablecloths.
2.1 PHASE I
The Bank of India was set up in the year 1786. Next came Bank of Hindustan and
Bengal Bank. The East India Company established Bank of Bengal (1806), Bank of
Bombay (1840) and Bank of Madras (1843) as independent units and called them
Presidency Banks. These three banks were amalgamated m 1921 and imperial Bank
of India was established which started as private shareholders banks, mostly
Europeans shareholders.
In 1865 Allahabad Bank was established and first time exclusively by Indians, Punjab
National Bank Ltd. was set up in 1894 with headquarters at Lahore. Between 1885
and 1913, Bank of India Central Bank of India, Bank of Baroda, Canara Bank, Indian
Bank, and Bank of Mysore were set up Reserve Bank of India came in 1935.
During the first phase the growth was very slow and banks also experienced periodic
failures between 1913 and 1948. There were approximately 1100 banks, mostly small.
To streamline the functioning and activities of commercial banks, the Government of
India came up with the Banking Companies Act, 1949 which was later changed to
Banking Regulation Act, 1949 as per amending Act of 1965 (Act No. 23 of 1965).
Reserve Bank of India was vested with extensive power for the supervision of
banking in India as the Central Banking Authority.
2. PHASES OF INDIAN BANKING SYSTEM
3.

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During those day‘s public has lesser confidence in the banks. As an aftermath deposit
mobilization was slow. Abreast of it the savings bank facility provided by the Postal
department was comparatively safer. Moreover, funds were largely given to traders.
2.2 PHASE II
Government took major steps in the Indian Banking Sector Reform after
independence. In 1955, it nationalized Imperial Bank of India with extensive banking
facilities on a large scale especially in rural and semi urban areas. It formed State
Bank of India to act as the principal agent of RBI and to handle banking transactions
of the Union and State Governments all over the country.
Seven banks forming subsidiary of State Bank of India were nationalized on 19th July
1959. In 1969, major process of nationalization was carried out. It was the effort of
the then Prime Minister of India, Mrs. Indira Gandhi 14 major commercial banks in
the country was nationalized.
Second phase of nationalization in Indian Banking Sector Reform was carried out in
1980 with six more banks. This step brought 80% of the banking segment in India
under Government ownership.
The following are the steps taken by the Government of India to Regulate Banking
Institutions in the country.
 1949: Enactment of Banking Regulation Act.
 1955: Nationalisation of State Bank of India.
 1959: Nationalisation of SBI subsidiaries.
 1961: Insurance cover extended to deposits.
 1969: Nationalisation of 14 major banks.
 1971: Creation of credit guarantee corporation.
 1975: Creation of regional rural banks.
 1980: Nationalisation of 6 banks with deposits over 200 crore.
After the nationalisation the branches of the public sector banks in India rose to
approximately 800% and deposits and advances took a huge jump by 11,000%.
Banking in the sunshine of Government ownership gave the public implicit faith and
immense confidence about the sustainability of these institutions.

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2.3 PHASE III
This phase has introduced many more products and facilities in the banking sector in
its reforms measure. In 1991, under the chairmanship of M Narasimham, a committee
was setup by his name which worked for the liberalisation of banking practices.
The country is flooded with foreign banks and their ATM stations. Efforts are being
made to give a satisfactory service to customers. Phone banking and net banking is
introduced. The entire system became more convenient and swift. Time is given more
importance than money.
The financial system of India has shown a great deal of resilience. It is sheltered from
any crisis triggered by any external macro-economic shock as other East Asian
Countries suffered. This is all due to a flexible exchange rate regime, the foreign
reserves are high, the capital account is not yet fully convertible, and banks and their
customers have limited foreign exchange exposure.
3.1 RETAIL BANKING PRODUCTS
Retail banking is the provision of services by a bank to individual consumers, rather
than to companies, corporations or other banks.
3.1.1 Savings account
Saving accounts are accounts maintained by retail financial institutions that pay
interest but cannot be used directly as money in the narrow sense of a medium of
exchange (for example, by writing a cheque). These accounts let customers set aside a
portion of their liquid assets while earning a monetary return.
3.1.2 Money market account
A money market account (MMA) or money market deposit account (MMDA) is a
non-financial account that pays interest based on current interest rates in the money
markets.
Money market accounts typically have a relatively high rate of interest and require a
higher minimum balance to earn interest or avoid monthly fees.
3. PRODUCTS OF BANKING INDUSTRY
4.

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3.1.3 Certificate of Deposit
A savings certificate entitling the bearer to receive interest. A CD bears a maturity
date, a specified fixed interest rate and can be issued in any denomination. CDs are
generally issued by commercial banks and are insured by the FDIC. The term of a CD
generally ranges from one month to five years.
3.1.4 Individual retirement account (IRA)
An Individual Retirement Account or IRA, is a form of "individual retirement plan"
provided by many financial institutions, that provides tax advantages for retirement
savings.
3.1.5 Credit card
A credit card is a payment card issued to users as a system of payment. It allows the
cardholder to pay for goods and services based on the holder's promise to pay for
them.
3.1.6 Debit card
A debit card is a plastic payment card that provides the cardholder electronic access to
their bank account(s) at a financial institution. Some cards may bear a stored value
with which a payment is made, while most relay a message to the cardholder's bank to
withdraw funds from a payer's designated bank account. The card, where accepted,
can be used instead of cash when making purchases.
3.1.7 Mortgage
A mortgage loan, also referred to as a mortgage, is used by purchasers of real property
to raise capital to buy real estate; or by existing property owners to raise funds for any
purpose while putting a lien on the property being mortgaged.
3.1.8 Mutual fund
A mutual fund is a type of professionally managed investment fund that pools money
from many investors to purchase securities. While there is no legal definition of the
term "mutual fund", it is most commonly applied only to those collective investment
vehicles that are regulated and sold to the general public.

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3.1.9 Personal loan
A personal loan is a smaller loan than a mortgage and is generally used to finance a
car or other vehicle, renovations to a home, consolidation of debt, to finance a
vacation of one kind or another, and a great number of other things.
3.1.10 Time deposits
A time deposit is an interest-bearing deposit held by a bank or financial institution for
a fixed term whereby the depositor can only withdraw the funds after giving notice.
3.1.11 ATM card
An ATM card is any payment card issued by a financial institution that enables a
customer to access an automated teller machine (ATM) in order to perform
transactions such as deposits, cash withdrawals, obtaining account information, etc.
3.1.12 Cheque Book
A book of cheques with your name printed on them that is given to you by your bank
to make payments.
3.2 BUSINESS (OR COMMERCIAL/INVESTMENT) BANKING
3.2.1 Current Accounts
A current account is a type of deposit account that caters to professionals and
businessmen alike. Dealing largely with liquid deposits, this product allows for
withdrawal of funds and checks being written against the balance and does not limit
the number of transactions in a day.
3.2.2 Business loan
Businesses require an adequate amount of capital to fund startup expenses or pay for
expansions. As such, companies take out business loans to gain the financial
assistance they need. A business loan is debt that the company is obligated to repay
according to the loan‘s terms and conditions.

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3.2.3 Capital raising (Equity / Debt / Hybrids)
 Equity
In an accounting context, shareholders' equity (or stockholders' equity,
shareholders' funds, shareholders' capital or similar terms) represents the equity
of a company as divided among individual shareholders of common or preferred
stock. Negative shareholders' equity is often referred to as a (positive)
shareholders' deficit.
 Debt
Debt capital is the capital that a business raises by taking out a loan. It is a loan
made to a company that is normally repaid at some future date.
 Preference Share
Preferred stock is a type of stock which may have any combination of features
not possessed by common stock including properties of both equity and a debt
instrument, and is generally considered a hybrid instrument.
3.2.4 Mezzanine finance
Mezzanine financing is basically debt capital that gives the lender the rights to
convert to an ownership or equity interest in the company if the loan is not paid back
in time and in full. It is generally subordinated to debt provided by senior lenders such
as banks and venture capital companies.
3.2.5 Project finance
Project finance is the long-term financing of infrastructure and industrial projects
based upon the projected cash flows of the project rather than the balance sheets of its
sponsors. Usually, a project financing structure involves a number of equity investors,
known as 'sponsors', as well as a 'syndicate' of banks or other lending institutions that
provide loans to the operation.
3.2.6 Revolving credit
Revolving credit is a type of credit that does not have a fixed number of payments, in
contrast to installment credit. Credit cards are an example of revolving credit used by
consumers. Corporate revolving credit facilities are typically used to provide liquidity
for a company's day-to-day operations.

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3.2.7 Long Term loan
A type of loan that has an extended time period for repayment usually lasting between
three and 30 years. Car loans and home mortgages are examples of long-term loans.
3.2.8 Cash Management Services (Lock box, Remote Deposit Capture,
Merchant Processing)
Cash management is the stewardship or proper use of an entity‘s cash resources. It
serves as the means to keep an organization functioning by making the best use of
cash or liquid resources of the organization.
4.1 Commercial Banks
Banking means accepting deposits of money from the public for the purpose of
lending or investment. Commercial Banks provide financial services to businesses,
including credit and debit cards, bank accounts, deposits and loans, and secured and
unsecured loans. Due to deregulation, commercial banks are also competing more
with investment banks in money market operations, bond underwriting, and financial
advisory work. Commercial banks in modern capitalist societies act as financial
intermediaries, raising funds from depositors and lending the same funds to
borrowers. The depositors‘ claims against the bank, their deposits, are liquid, meaning
banks are expected to redeem deposits on demand, instantly.
Banks‘ claims against their borrowers are much less liquid, giving borrowers a much
longer span of time to repay money owed banks. Because a bank cannot immediately
reclaim money lent to borrowers, it may face bankruptcy if all its depositors show up
on a given day to withdraw all their money.
4.2 Retail Banks
Retail banks provide basic banking services to individual consumers. Examples
include savings banks, savings and loan associations, and recurring and fixed
deposits. Products and services include safe deposit boxes, checking and savings
accounting, certificates of deposit (CDs), mortgages, personal, consumer and car
loans.
4. TYPES OF BANK
5.

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4.3 Public Sector Banks
Public sectors banks are those in which the government has a major stake and they
usually need to emphasize on social objectives than on profitability.
4.4 Cooperative Banks
Cooperative Banks are governed by the provisions of State Cooperative Societies Act
and meant essentially for providing cheap credit to their members. It is an important
source of rural credit i.e., agricultural financing in India.
4.5 Community banks
Locally operated financial institutions that empower employees to make local
decisions to serve their customers and the partners.
4.6 Community development banks
Regulated banks that provide financial services and credit to under-served markets or
populations.
4.7 Land development banks
The special banks providing Long Term Loans are called Land Development Banks,
in the short, LDB. The history of LDB is quite old. The first LDB was started at Jhang
in Punjab in 1920. The main objective of the LDBs is to promote the development of
land, agriculture and increase the agricultural production. The LDBs provide long-
term finance to members directly through their branches.
4.8 Credit unions or Co-operative Banks
Not-for-profit cooperatives owned by the depositors and often offering rates more
favorable than for-profit banks. Typically, membership is restricted to employees of a
particular company, residents of a defined area, members of a certain union or
religious organizations, and their immediate families.
4.9 Postal savings banks:
savings banks associated with national postal systems.

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4.10 Private Banks
Banks that manage the assets of high-net-worth individuals. Historically a minimum
of USD 1 million was required to open an account, however, over the last years many
private banks have lowered their entry hurdles to USD 250,000 for private investors.
4.11 Offshore banks
Banks located in jurisdictions with low taxation and regulation. Many offshore banks
are essentially private banks.
4.12 Specialized Banks
Specialized banks are foreign exchange banks, industrial banks, development banks,
export-import banks catering to specific needs of these unique activities. These banks
provide financial aid to industries, heavy turnkey projects and foreign trade.
4.13 Central Banks
Central banks are bankers‘ banks, and these banks trace their history from the Bank of
England. They guarantee stable monetary and financial policy from country to
country and play an important role in the economy of the country.
Typical functions include implementing monetary policy, managing foreign exchange
and gold reserves, making decisions regarding official interest rates, acting as banker
to the government and other banks, and regulating and supervising the banking
industry.
4.14 Savings bank
In Europe, savings banks took their roots in the 19th or sometimes even in the 18th
century. Their original objective was to provide easily accessible savings products to
all strata of the population. In some countries, savings banks were created on public
initiative; in others, socially committed individuals created foundations to put in place
the necessary infrastructure.
Nowadays, European savings banks have kept their focus on retail banking:
payments, savings products, credits and insurances for individuals or small and
medium-sized enterprises. Apart from this retail focus, they also differ from

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commercial banks by their broadly decentralized distribution network, providing local
and regional outreach—and by their socially responsible approach to business and
society.
4.15 Merchant banks
Merchant banks were traditionally banks which engaged in trade finance. The modern
definition, however, refers to banks which provide capital to firms in the form of
shares rather than loans. Unlike venture caps, they tend not to invest in new
companies.
4.16 Universal banks,
Universal banks, more commonly known as financial services companies, engage in
several of these activities. These big banks are much diversified groups that, among
other services, also distribute insurance— hence the term bank assurance,
a portmanteau word combining "banque or bank" and "assurance", signifying that
both banking and insurance are provided by the same corporate entity.
4.17 Islamic banks
Islamic banks adhere to the concepts of Islamic law. This form of banking revolves
around several well-established principles based on Islamic canons. All banking
activities must avoid interest, a concept that is forbidden in Islam. Instead, the bank
earns profit and fees on the financing facilities that it extends to customers.
In the modern sense originated in the last decades of the 18th century. Among the first
banks were the Bank of Hindustan, which was established in 1770 and liquidated in
1829-32; and the General Bank of India, established 1786 but failed in 1791.
The largest bank, and the oldest still in existence, is the State Bank of India. It
originated as the Bank of Calcutta in June 1806. In 1809, it was renamed as the Bank
of Bengal. This was one of the three banks funded by a presidency government, the
other two were the Bank of Bombay and the Bank of Madras. The three banks were
merged in 1921 to form the Imperial Bank of India, which upon India's independence,
became the State Bank of India in 1955. For many years the presidency banks had
5. BANKING IN INDIA
6.

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acted as quasi-central banks, as did their successors, until the Reserve Bank of India
was established in 1935, under the Reserve Bank of India Act, 1934
5.1 NATIONALIZES BANKS IN INDIA
1. Allahabad Bank
2. Andhra Bank
3. Bank of Baroda
4. Bank of India
5. Bank of Maharashtra
6. Canara Bank
7. Central Bank of India
8. Corporation Bank
9. Dena Bank
10. Indian Bank
11. Indian Overseas Bank
12. Oriental Bank of Commerce
13. Punjab & Sind Bank
14. Punjab National Bank
15. Syndicate Bank
16. UCO Bank
17. Union Bank of India
18. United Bank of India
19. Vijaya Bank
5.2 NEW PRIVATE SECTOR BANKS
• ICICI Bank
• IDBI Bank
• HDFC Bank
• Axis Bank
• Kotak Mahindra Bank
• IndusInd Bank
• Development Credit Bank
• Yes Bank
Porter‘s Five forces Model determine long – term profitability & is a reality check to
see if an industry is attractive enough to enter or not. If all of those forces are high
then the industry is less favorable to enter. Before entering an industry one check
whether those forces is low, so it‘s favorable for the firm to enter.
6. PORTER’S FIVE FORCES
7.

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1. Power of Buyer: -
Customer‘s bargaining power is high because banks provide homogenous kind of
services and customer can get all information very easily. So, the switching cost
is LOW for the customer.
2. Power of Supplier: -
In the banking industry, supplier‘s bargaining power is LOW because banks have
to meet many regulatory criteria, made by RBI.
3. Competitive Rivalry: -
Competition in the banking industry is very HIGH because of large number of
public, private, foreign and co – operative banks.
4. Availability of Substitutes: -
There is HIGH threat from substitutes such as mutual funds, T – Bills,
Government securities and NBFC‘s.
5. Threat of new entrant: -
Banking regulations require the approval of the regulator RBI before setting up a
new bank. So, the threat of new entrants is LOW in the banking sector.
Figure 1: - Porter’s five Forces

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1. Drive-to-digital: No trend has impacted the financial services industry as much or
as quickly as the drive-to-digital. In fact, according to two recent reports
from Accenture, 35% of banks‘ market share in North America could be in play
by 2020 as traditional branch banking gives way to new digital
players. Moven CEO and best-selling author Brett King says, ―In 2014, we‘ll see
greater experimentation in new products and revenue around mobile, web and
social channels.‖
2. Payment disruption: It is virtually impossible to keep track of the new players
hoping to disrupt the payments marketplace. With so many steps and interactions
in a normal person-to-person (P2P) or retail payments process, there is no
shortage of players trying to grab a piece of the payments pie. Of greater
consequence than the loss of steps in the payments process to non-traditional
players is the potential of losing the insight connected with payments transactions.
This is the ―crown jewel‖ of payments activity.
3. Increased non-bank competition: In 2014, the trusted role of banks and credit
unions as the collector of funds, provider of loans, processor of payments and
advisor of financial relationships will continue to come under fire from non-
traditional players including new financial organizations (neobanks), hardware
providers, third party payment processors, and mobile app developers that
merchants and consumers are using to chip away at the traditional financial
services model.
Finovate founder Jim Bruene predicts, ―The alt-lending sector will begin to be
viewed as a serious competitive threat to mainstream lenders with an outside
threat that one or more financial institutions will begin to offer P2P lending
services of their own.‖
4. Branch optimization: Current branch-based distribution models are no longer
sustainable and are unable to meet the rapidly evolving customer needs for real
time access and simplicity in banking interactions. While branchless banking is
definitely a ways off, less-branch banking will begin to emerge in 2014. ―Banks
will begin to figure out how to achieve ‗perceived convenience‘ much less
expensively than in the past,‖ says Novantas managing director Sherief Meleis.
7. NEW DEVELOPMENT IN BANKING SECTOR
8.

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5. Focus on customer 3.0: Customer 3.0 is digitally connected, highly informed and
demands a highly personalized approach in his or her communications, products
and service. Instead of walking into a local branch office and sitting down to open
an account during banking hours, these customers purchase their banking services
much like they purchase music, books or other products . . . online, 24/7.
The frame of reference for these customers is not other financial institutions, but
the best digital retailers and social marketers. Those banks with a mobile-first
strategy are the strongest competitors for these customers. ―When implementing a
mobile-first strategy for digital consumers, banks will need to be sure to include
the same service fundamentals that were found in branches,‖ says Wade Arnold,
founder and CEO of Banno.
6. Breaking down silos: In order to manage customer information more effectively,
banks will begin to eliminate both human and data silos by integrating data,
systems and processes across different product lines. Data will be shared and
leveraged in real-time on all of the bank‘s touch points, allowing banks to provide
more personalized service based on a complete customer profile.
―In 2014, we‘ll start seeing banking examples of cross-channel experiences,
driven by insights and powered by channel analytics,‖ said Danny Tang,
worldwide financial transformation leader at IBM. ―The leaders in the industry
will eliminate silos, starting the convergence of mobile and online banking and
building a linkage between the digital and physical channels.‖
7. Engagement: At a time when everything around us is becoming more complex,
consumers are searching out those products and companies that can simplify our
lives. But it‘s important to recognize that simplifying an interaction with
customers does not mean that the underlying product or service is simple. Instead,
the key is to rethink as opposed to append and look for ways to eliminate steps,
paperwork and processes that overly complicate.
8. In 2014, financial institutions will begin to realize that simplicity is mutually
beneficial to both customers and the organizations. Not only will those firms that
simplify see improved trust and loyalty, they will also realize savings from
redundant and outdated processes, reduced customer inquiries and fewer refunds
and reversals. As Jin Zwicky, vice president of experience design at
Singapore‘s OCBC Bank, told me, ―Simplicity is the ‗forever black,‘‖ meaning
that simplicity is a standard that always works and is in fashion.

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9. Improving contextual experiences: According to Aite Group senior analyst, Ron
Shevlin, a new type of marketing will emerge in 2014 – activity-based
marketing – or marketing within the context of an activity being performed by a
customer or prospect. Activity-based marketing will change the point of
interaction, moving that point closer to the point of customer need.
New merchant-funded reward platforms will emerge that improve the targeting of
offers and social media channel insight will be used to improve service and
delivery. Finally, banks will continue to improve real-time alerts and notifications
that will strengthen loyalty and engagement.
―Digital channels will mature from being transactional to being engaging in the
coming year,‖ says Nicole Sturgill, research director for retail banking at CEB
Tower Group. ―Financial institutions will also focus more on developing the
channels to improve customer service and to help customers better manage their
finances.‖
10. Differentiating brands: According to Simon Clough, partner and group board
director at U.K. - based clear, ―Consumers view most banking brands as
undesirable and wholly undifferentiated.‖ The digitalization of the industry is
further commoditizing our brands, with fewer face-to-face interactions limiting
our ability to set banks apart.
Banks and credit unions will begin to find ways to stand out in a crowded
competitive marketplace in 2014, leveraging all channels to make their message
heard.
11. Global innovation perspective: Unfortunately, some of the most exciting
banking innovations over the past several years have occurred in the Asia Pacific
region, Eastern Europe and not in the U.S. or U.K. In 2014, banks and credit
unions will begin to look beyond our shores for innovative ideas, learning from
overseas organizations that in some cases are far ahead of our domestic offerings.
With the potential to become the fifth largest banking industry in the world by 2020
and third largest by 2025 according to KPMG-CII report, India‘s banking and
8. CURRENT SCENARIO OF INDIAN BANKING
INDUSTRY
9.

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financial sector is expanding rapidly. The Indian Banking industry is currently worth
Rs. 81 trillion (US $ 1.31 trillion) and banks are now utilizing the latest technologies
like internet and mobile devices to carry out transactions and communicate with the
masses.
The Indian banking sector consists of 26 public sector banks, 20 private sector banks
and 43 foreign banks along with 61 regional rural banks (RRBs) and more than
90,000 credit cooperatives.
Another emerging trend witnessed by the banking sector is the use of social media
platform like Facebook to attract customers. In September 2013 ICICI bank launched
a Facebook bill payment and fund transfer service called ‗Pockets‘ for customer
convenience.
Figure 2: -Market share of Banks

25
 High transaction costs.
A major concern before the banking industry is the high transaction cost of
carrying non- performing assets in their books. The growth led to strains in the
operational efficiency of banks and the accumulation of non-performing assets
(NPA‟s) in their loan portfolios.
 IT revolution
The Indian banks are subject to tremendous pressures to perform as otherwise
their very survival would be at stake. The application of IT and e-banking is
becoming the order of the day with the banking system heading towards virtual
banking.
 Timely technological up gradation
Already electronic transfers, clearings, settlements have reduced translation
times. To face competition it is necessary for banks to absorb the technology and
upgrade their services.
 Intense Competition
The RBI and Government of India kept banking industry open for the participants
of private sector banks and foreign banks. The foreign banks were also permitted
to set up shop on India either as branches or as subsidiaries. Due to this lowered
entry barriers many new players have entered the market such as private banks,
foreign banks, non-banking finance companies, etc. The foreign banks and new
private sector banks have spearhead the hi-tech revolution. For survival and
growth in highly competitive environment banks have to follow the prompt and
efficient customer service, which calls for appropriate customer centric policies
and customer friendly procedures.
 Privacy and Safety
Among the most important aspects of savings, i.e., safety, liquidity and
profitability, safety is at the top most priority. The areas which might endanger
security in e-banking can be:
 Credit risk
 Liquidity, interest rate risk, market risks
 Legal risk
9. MAJOR CHALLENGES IN BANKING SECTOR

26
 Global banking:
The impact of globalization becomes challenges for the domestic enterprises as
they are bound to compete with global players. If we look at the Indian Banking
Industry, then we find that there are 36 foreign banks operating in India, which
becomes a major challenge for Nationalized and private sector banks.
 Financial inclusion:
Financial inclusion has become a necessity in today‘s business environment.
Whatever is produced by business houses, that has to be under the check from
various perspectives like environmental concerns, corporate governance, social
and ethical issues. In India, RBI has initiated several measures to achieve greater
financial inclusion, such as facilitating no-frills accounts and GCCs for small
deposit sand credit.
10.1 Political analysis
Monetary policy becomes more restrictive over the past years. Inflation has remained
a policy headache for the government and the central bank for the past two years.
Inflation was a primary concern among the policy makers during 2010-11. Inflation,
which remained at elevated levels for a large part of FY11, was largely driven
by food and fuel items and later on transmitted to manufacturing products to
become a general phenomenon. The average inflation rate in India was 7.99%
between 1969 and 2010.
10.2 Economic analysis
The Indian economy has recorded remarkable growth over the past decade. India's
economic growth is expected to robust in 2012 and 2013. The International Monetary
Fund (IMF) has pared India‘s economic growth projection to 6.9% in 2012 from its
January estimate of 7%, the only emerging economy for which it has done so. Banks
provide capital formation to various sectors which directly help in the growth of
Indian economy.
10. PEST ANALYSIS

27
10.3 Social analysis
Indian banking system has been progressing rapidly. There are ample opportunities
for the banks to cover untapped rural market. Yet, banking facilities are not available
in many rural areas. Many farmers are taking loan from moneylender at a very high
rate of interest. Small-scale industries would remain important for banks. Changes
could be expected in near future for unorganized sectors.
10.4 Technological analysis
In recent time, Indian banking industry has been consistently working towards the
development of technological changes and its usage in the banking operations for the
improvement of their efficiency. With the application of new and improved
technologies banks expected to reduce costs, time and give customer satisfaction.
Core banking has changed the face of banking by offering value added services. Core
banking applications helps to provide complete front and backend automation of
banks. Technological developments would render flow of information and data faster
leading to faster appraisal and decision-making. This would enable banks to make
credit management more effective, besides leading to an appreciable reduction in
transaction cost.
ATM (Automated Teller Machine) is electronic machine, which is operated by a
customer himself to deposit or to withdraw cash from bank. ATMs reduce the work
pressure on bank's staff and avoid queues in bank premises. ATMs are of great help
to travelers. They need not carry large amount of cash with them. They can withdraw
cash from any city or state, across the country and even from outside the country with
the help of ATM.

28
1. Introduction
 Vision of Kotak Mahindra Bank
2. History of Kotak Mahindra Bank
3. Merger with ING Vysya Bank
4. Awards and Recognitions
5. SWOT Analysis
6. Products and Services
Chapter – 3
Company Profile

29
Kotak Mahindra Bank is the fourth largest Indian private sector bank by market
capitalization, headquartered in Mumbai, Maharashtra. The bank‘s registered office
(headquarters) is located at 27BKC, Bandra Kurla Complex, Bandra
East, Mumbai,Maharashtra, India.
In February 2003, Kotak Mahindra Finance Ltd, the group's flagship company was
given the licence to carry on banking business by the Reserve Bank of India (RBI).
Kotak Mahindra Finance Ltd. is the first company in the Indian banking history to
convert to a bank.
As on September 30, 2014, Kotak Mahindra Bank has over 641 branches and over
1,159 ATMs spread across 363 locations in the country. The bank, before merger with
ING Vysya had around 29,000 employees.
Table – 1. About Kotak Mahindra Bank
Type Public company Products Deposit accounts,
Loans,Investment
services, Business
banking solutions,
Treasury and Fixed
income products etc.
Traded as BSE: 500247
NSE: KOTAKBANK
Revenue ₹109.63
billion(US$1.7 billion)
(2011)
Industry Banking, Financial service
Net
income
₹15.69
billion(US$250 millio
n)(2011)
Founded 1985 (as Kotak Mahindra
Finance Ltd)
Number
of
employees
29,000 (before merger
with ING
Vysya) (2015)
Headquarters Mumbai, Republic of India Website www.kotak.com
1. INTRODUCTION

30
 Vision of Kotak Mahindra Bank
To be the most trusted Global Indian Financial Services brand and the most preferred
financial services employer with focus on creating value.
Kotak Mahindra group, established in 1985 by Uday Kotak, is one of India‘s leading
financial services conglomerates. In February 2003, Kotak Mahindra Finance Ltd.
(KMFL), the Group‘s flagship company, received a banking licence from the Reserve
Bank of India (RBI). With this, KMFL became the first non-banking finance company
in India to be converted into a bank – Kotak Mahindra Bank Limited (KMBL).
In a study by Brand Finance Banking 500, published in February 2014 by the Banker
magazine (from The Financial Times Stable), KMBL was ranked 245th among the
world‘s top 500 banks with brand valuation of around half a billion dollars ($481
million) and brand rating of AA+. KMBL is also ranked among the top 5 Best
Ranked Companies for Corporate Governance in IR Global Ranking.
2.1 TIMELINES
Table – 2. Time line of Kotak Mahindra Bank
Year Milestone
1985 Kotak Mahindra Finance Limited commences bill discounting business
1987
Kotak Mahindra Finance Limited enters leasing and hire purchase
business
1990 Starts the auto finance division for financing passenger cars
1991 Launches investment banking business
2. HISTORY OF KOTAK MAHINDRA BANK

31
1992 Enters the funds syndication business
1995
Commenced joint venture with Goldman Sachs Group Inc.Investment
Banking division incorporated into a separate company - Kotak Mahindra
Capital Company
1996
The auto finance business is hived off into a separate company - Kotak
Mahindra Prime Limited (formerly known as Kotak Mahindra Primus
Limited).
Kotak Mahindra takes a significant stake in Ford Credit Kotak Mahindra
Limited, for financing Ford vehicles.
1998
Launches mutual fund through Kotak Mahindra Asset Management
Company (KMAMC).
2000
Kotak Securities launches online broking business (now
www.kotaksecurities.com[6]
).
2001
Launches insurance business, partners Old Mutual from South Africa to
form Kotak Mahindra Old Mutual Life Insurance Ltd.
2003
Kotak Mahindra Finance Ltd. (KMFL), the group's flagship company,
receives banking license from the Reserve Bank of India (RBI). With
this, KMFL becomes the first non-banking finance company to be
converted into a commercial bank - Kotak Mahindra Bank Ltd.
2004 Enters alternate assets business with the launch of a private equity fund.
2005
Kotak Mahindra Group realigns joint venture in Ford Credit; takes 100%
ownership of Kotak Mahindra Prime (formerly known as Kotak
Mahindra Primus Limited) and sells its stake in Ford credit Mahindra to
Ford.
2005 Launches a real estate fund
2006
Buys out Goldman Sachs' equity stake in Kotak Mahindra Capital
Company and Kotak Securities Ltd.
2008 Launched a Pension Fund under India's National Pension System (NPS)
2009
Kotak Mahindra Bank Ltd. opens a representative office in Dubai
Kotak Mahindra Bank Ltd. becomes anchor investor in Ahmedabad

32
Commodities Exchange (ACE)
2015
ING Vysya Bank has merged with Kotak Mahindra Bank with effect
from April 1, 2015.[7]
In 2014, Kotak Bank acquired ING Vysya Bank for a deal valued
at ₹15000 crore (US$2.4 billion). With the merger, the total human resource
count will jump to almost 40,000 heads and the branch was expected to rise over
1200.[8]
Post the merger, ING Group which controlled ING Vysya Bank will own
7% share in Kotak Mahindra Bank.
 Won ‗Gold Award for Best Innovation – World‘s first socially powered bank
account‘ and ‗Gold Award for Best App developed – World‘s first banking
application using Twitter‘ awards at the Indian Digital Media Awards 2014 for
Kotak Jifi
 Recognized as Highest Fundraising Company in Corporate Challenge category in
Standard Chartered Mumbai Marathon 2014
 Kotak Mahindra Bank was ranked 292nd among India's most trusted brands
according to the Brand Trust Report 2012, a study conducted by Trust Research
Advisory. In the Brand Trust Report 2013, Kotak Mahindra Bank was ranked
861st among India's most trusted brands and subsequently, according to the Brand
Trust Report 2014, Kotak Mahindra Bank was ranked 114th among India's most
trusted brands.
 Adjudged Best Bank among Emerging Banks at Outlook Money Awards 2013
 Adjudged Best Medium Sized Bank of the Year 2013 by Business World
 Kotak Junior ad film adjudged Best Banking Ad Worldwide 2013, by Bank
Innovation – a leading global blog on banking
 Won Asian Banker‘s IT Award in Best Self Service category for Courtesy Call
Back feature
4. AWARDS AND RECOGNITIONS
3. MERGER WITH ING VYSYA BANK

33
 Won ‗Platinum for Innovation – World‘s first Twitter Enabled Banking Product‘,
‗Gold for Best Usage of Viral Marketing‘, ‗Gold for Best Usage of Social Media‘,
‗Gold for Best Usage of Digital Marketing‘ and ‗Gold for Best Digital Strategy‘
at Campaign India Digital Crest Awards 2013 for Kotak Jifi
 Won EMC Transformer Award 2013 for innovative implementation of storage
technologies in the Bank
 Won National Securities Depository Ltd. (NSDL) award in the Best Performer in
account Growth Rate category 2013, for Demat Accounts.
 Won EMC Transformer Award 2013 for innovative implementation of storage
technologies in the Bank
 Won National Securities Depository Ltd. (NSDL) award in the Best Performer in
account Growth Rate category 2013, for Demat Accounts
 Won Green IT Enterprise Award 2013 by CIO Forum and Schneider Electric for
various power and saving techniques implemented in Data Centre (Was also
ranked among the Top 10 in the Large Enterprises category)
 Received award for Innovative Use of Data Storage at the CNBC TV18 India
Innovation Award, 2013
 Won the award for the Best Managed Board by Aon Hewitt-Mint Study 2012
 Won the Best Bank Award under the New Private Sector Bank category (runner-
up) at the Financial Express Awards
 Voted as the Best Local Cash Management Bank in India for small companies
(turnover < US$100 million) by Asiamoney, 2012
 Won the Silver Effie – a prestigious advertising effectiveness award for the 6%
campaign featuring Subbu in the financial services category
 Won the Asian e-payment Awards at the Asian Leadership Awards in the Best e-
Payment Bank, the Best Online Payment Platform and e-Payment Market
Leadership category
 Won the Celent Model Bank Award for core banking implementation in the
category Infrastructure & Architecture
 Won the Security in Bank award by Data Security Council of India (DSCI) at the
DSCI Excellence Awards, 2012
 Won the IT Transformer's Award at The EMC Transformer's Awards, 2012

34
 Won the Gold award at the Trade & Forfaiting Review (TFR) Awards 2012,
under the category, Best Local Trade Bank in India
4.1 IBA Banking Technology Awards
 Best Customer Relationship Achievement – Winner 2008 & 2009
 Best overall winner, 2007
 Best IT Team of the Year, 4 years in a row from 2006 to 2009
 Best IT Security Policies & Practices, 2007.
 Best Investment Bank in India, 2010
 Best Equity House in India, 2010
 Best Broker in India, 2010
 Best Domestic Equity House, 2010
 Best Local Brokerage in the Asia money Brokers Poll ? 2010
 Best Investment Bank in India, 2010
 Best Bank for Equity Finance in India, 2010
 Best Domestic Investment Bank, 2010
 Best Investment Bank in India, 2006, 2007, 2008, 2009 & 2010
 Best Equity House in India, 2008 & 2010
 Best Domestic Equity House, 2008, 2009 & 2010
 Kotak Mahindra Bank has launched a credit card called Kotak Trump Card
that offers 10% cash back on dining as well as movie and play spends.
 Kotak Mahindra Bank (KMB) has introduced Stock Ace, a new product
offering for individual customers which provides them the power of instant
liquidity.

35
Table – 3. SWOT Analysis of Kotak Mahindra Bank
Strengths Weaknesses
 Despite losing market share over the
last four years, KMB‘s investment
banking and stock broking franchises
are amongst the best in India
 KMB has one of the most stable top
management teams with almost the
entire top management team being
employed with the bank for more
than a decade.
 A diversified business model across
lending, asset management, capital
market and insurance help the
company to capture the entire value
chain in the financial services sector
and helps maintain earnings growth.
 KMB is a market leader in car and
commercial vehicle finance with
strong appraisal skills in this
business.
 KMB has negligible exposure to
stressed sectors such as power, infra,
Aviation and Textiles.
 KMB has a weak liability franchise,
its CASA ratio is amongst the lower
for Indian banks. When still with SA
at 12 % of total deposits and – 7% of
its total liabilities.
 KMB has a weak presence in
corporate banking. However,
increasingly the company is focusing
on corporate banking.
 KMB is heavily reliant on the
interbank market on the ―Liability‖
side of the balance sheet.
Opportunities Threats
 KMB has the opportunity to
strengthen its liability franchise by
increasing its CASA deposits.
 The recent deregulation of the saving
rate by the RBI gives KMB an
 Convergence of regulations for
NBFCs in line with banks could
affects profitability of the company
by – 6% - 7% given that – 27 % of its
lending business is through an NBFC
5. SWOT ANALYSIS OF KOTAK MAHINDRA BANK

36
opportunity to top new customers and
strengthen its CASA base.
 It has the opportunity to diversity on
the ―Asset‖ side of the balance sheet
by increasing market share in
corporate banking.
 KMB can use its presence across
management; capital market and
insurance to cross sell its products.
which has lower regulatory
obligations that bank.
 Continued weakness in non – leading
business could affect earnings growth
if the leading business is unable to
maintain its momentum.
Table – 4. Products and Services of Kotak Mahindra Bank.
6.1 Accounts & Deposits 6.2 Loans
 Savings Account
 Current Account
 Corporate Salary Accounts
 Jifi Account
 Term Deposits
 Safe Deposit Locker
 Kotak 3-in-1 Account
 Home Loans
 Personal Loans
 Education Loans
 Tractor Finance
 Loan against Property
 Rural Auto & Farm Equipment
Finance
 Home Improvement Loans
 Home loan balance Transfer
 Gold Loans
 Commercial Vehicle Finance
 Loan against Securities
 Construction
Equipment/Infrastructure Finance
 Saral Auto Finance
6.3 Cards 6.4 Investments & Insurance
 Debit Card
 Debit Card Services
 Credit Card
 Pradhan Mantri Bima Yojna
 Qualified Foreign Investor (QFI)
 ASBA
6. PRODUCT AND SERVICES OF KOTAK

37
 Compare Credit Card
 Credit Card Services
 Prepaid Cards
 Kotak Netc@rd
 Kotak offers
 Mutual Funds
 Life Insurance
 Demat Account
 National Pension System
6.5 Financial Inclusions 6.6 Convenience Banking
 Financial Inclusions
 BSBDA – Bank Branches
 Small Accounts – correspondent
(FINO Ltd.)
 BSBDA/Small Account – Business
Correspondents (Manipal
Technologies Ltd.)
 Business Correspondent Details
 Grievance Redressal
 News
 List of Village Covered by BC
Model
 Money Watch
 Contests & Winners
 Hashtag Banking
 Net Banking
 SMS Banking
 Kotak Payment Gateway
 Mobile Banking
 Insta Balance Services
 Immediate Payment Services
 Unstructured Supplementary Service
Data (USSD)
 Alerts
 ATM Network
 Phone Banking
 Cash Deposit kiosk (CDK)
 List of Billers
6.7 Make Payments
 Online Shopping
 Travel & Entertainments
 Utility Payments & Recharge
 Mail Money
 Message Money
 Credit Card Payment
 e Taxes
 Money Transfer
 Pay Loan EMI
 Kotak Netc@rd
 Kaypay
 Secure your online transaction

38
1. Research
2. Research Methodology
3. Research Design
4. Data Collection Method
5. Sample Size and Sampling Design
6. Objectives of Study
7. Benefits of the Study
8. Limitations of the Study
Chapter – 4
Research Methodology

39
―Research is formalized curiosity. It is poking and prying with a purpose.‖
~Nora Zeale Hurston
The process used to collect information and data for the purpose of making business
decisions. The methodology may include publication research, interviews, surveys
and other research techniques, and could include both present and historical
information.
―Research design is the framework of conducting research for a project. It specifies
all the details of procedure necessary for obtaining, processing & analyzing the
information needed to exactly define the research problem & to solve that research
problem.‖
There are three types of research designs
3.1 EXPLORATORY DESIGN
An exploratory study is generally based on the secondary data that are readily
available. It does not have a formal and rigid design as the researcher may have to
change his focus or direction, depending on the availability of new ideas and
relationships among variables. An exploratory study is in the nature of the
preliminary, investigation wherein the researcher himself is not sufficient
knowledgeable and is, therefore, unable to frame detailed research questions.
3.2 DESCRIPTIVE DESIGN
Descriptive study is undertaken in much circumstance. When the researcher is
interested in knowing the characteristics of certain groups such as age, sex,
educational level, occupation or income or a descriptive study may be necessary.
1. RESEARCH
2. RESEARCH METHODOLOGY
3.
3. RESEARCH DESIGN
4.

40
3.3 CAUSAL
“As the name implies a causal design investigates the cause and effect relationship
between two or more variable.‖
In this study Descriptive Research Design is used to analyze and to find out
nature of the problem.
Exploratory Design Conclusive
Research
RESEARCH DESIGNS
1. Qualitative Analysis
2. Secondary Data.
3. Experts Opinion
4. Experience Surveys
5. Focus Group.
Causal DesignsDescriptive Designs
Malty SectionalSingle
Sectional
Cross Sectional DesignsLongitudinal Designs
Method Of
Disagreement
Method of
Agreement
Figure: -3 Research Design

41
4.1 SOURCES OF DATA.
4.1.1 Primary Source of Data
Primary sources are original materials. Primary data is collected by a person for own
purpose.
4.1.2 Secondary Source of Data
Secondary data is data collected by someone other than the user. Common sources of
secondary data for social science include censuses, organizational records and data
collected through qualitative methodologies or qualitative research. Primary data, by
contrast, are collected by the investigator conducting the research.
In this study primary data is collected from commercial clients with the use of
questionnaire.
5.1.1 SAMPLE SIZE.
This study is conducted to know the banking behavior of commercial customers
towards corporate banking and for that purpose 100 sample size is taken.
5.1.2 SAMPLING DESIGN
We may then consider different types of probability samples. Although there are a
number of different methods that might be used to create a sample, they generally can
be grouped into one of two categories: probability samples or non-probability
samples.
4. DATA COLLECTION METHOD
5.
5. SAMPLE SIZE AND SAMPLING DESIGN.
6.

42
A) PROBABILITY SAMPLES
The idea behind this type is random selection. More specifically, each sample from
the population of interest has a known probability of selection under a given sampling
scheme. There are four categories of probability samples described below.
1. Simple Random Sampling
The most widely known type of a random sample is the simple random sample (SRS).
This is characterized by the fact that the probability of selection is the same for every
case in the population. Simple random sampling is a method of selecting units from a
population of size N such that every possible sample of size and has equal chance of
being drawn.
2. Stratified Random Sampling
In this form of sampling, the population is first divided into two or more mutually
exclusive segments based on some categories of variables of interest in the research. It
is designed to organize the population into homogenous subsets before sampling, then
Convenience
Sampling
Judgmental
Sampling
Snowball
Sampling
Quota
Samplin
g
Probability Sampling Non- Probability Sampling
Simple
Random
Samplin
g
Cluster
Sampling
Stratified
Sampling
Systematic
Random
Sampling
SAMPLING
DESIGN
Figure: -4 Sampling Design

43
drawing a random sample within each subset. With stratified random sampling the
population of N units is divided into subpopulations of units respectively. These
subpopulations, called strata, are non-overlapping and together they comprise the
whole of the population.
When these have been determined, a sample is drawn from each, with a separate draw
for each of the different strata. The sample sizes within the strata are denoted by
respectively. If a SRS is taken within each stratum, then the whole sampling
procedure is described as stratified random sampling.
The primary benefit of this method is to ensure that cases from smaller strata of the
population are included in sufficient numbers to allow comparison. An example
makes it easier to understand. Say that you're interested in how job satisfaction varies
by race among a group of employees at a firm. To explore this issue, we need to
create a sample of the employees of the firm.
3. Systematic Sampling
This method of sampling is at first glance very different from SRS. In practice, it is a
variant of simple random sampling that involves some listing of elements - every nth
element of list is then drawn for inclusion in the sample. Say you have a list of 10,000
people and you want a sample of 1,000.
Creating such a sample includes three steps:
1. Divide number of cases in the population by the desired sample size. In this
example, dividing 10,000 by 1,000 gives a value of 10.
2. Select a random number between one and the value attained in Step 1. In this
example, we choose a number between 1 and 10 - say we pick 7.
3. Starting with case number chosen in Step 2, take every tenth record (7, 17, 27,
etc.).
4. Cluster Sampling
In some instances the sampling unit consists of a group or cluster of smaller units that
we call elements or subunits (these are the units of analysis for your study). There are
two main reasons for the widespread application of cluster sampling. Although the

44
first intention may be to use the elements as sampling units, it is found in many
surveys that no reliable list of elements in the population is available and that it would
be prohibitively expensive to construct such a list. In many countries there are no
complete and updated lists of the people, the houses or the farms in any large
geographical region.
B) NON PROBABILITY SAMPLING
Social research is often conducted in situations where a researcher cannot select the
kinds of probability samples used in large-scale social surveys. For example, say you
wanted to study homelessness - there is no list of homeless individuals nor are you
likely to create such a list. However, you need to get some kind of a sample of
respondents in order to conduct your research. To gather such a sample, you would
likely use some form of non-probability sampling.
To reiterate, the primary difference between probability methods of sampling and
non-probability methods is that in the latter you do not know the likelihood that any
element of a population will be selected for study.
There are four primary types of non-probability sampling methods:
1. Availability or convenience Sampling
Availability sampling is a method of choosing subjects who are available or easy to
find. This method is also sometimes referred to as haphazard, accidental, or
convenience sampling. The primary advantage of the method is that it is very easy to
carry out, relative to other methods. A researcher can merely stand out on his/her
favorite street corner or in his/her favorite tavern and hand out surveys. One place this
used to show up often is in university courses. Years ago, researchers often would
conduct surveys of students in their large lecture courses. For example, all students
taking introductory sociology courses would have been given a survey and compelled
to fill it out. There are some advantages to this design - it is easy to do, particularly
with a captive audience, and in some schools you can attain a large number of
interviews through this method.
2. Purposive or Judgmental Sampling
Purposive sampling is a sampling method in which elements are chosen based on
purpose of the study. Purposive sampling may involve studying the entire population

45
of some limited group (sociology faculty at Columbia) or a subset of a population
(Columbia faculty who have won Nobel Prizes). As with other non-probability
sampling methods, purposive sampling does not produce a sample that is
representative of a larger population, but it can be exactly what is needed in some
cases - study of organization, community, or some other clearly defined and relatively
limited group.
3. Quota Sampling
Quota sampling is designed to overcome the most obvious flaw of availability
sampling. Rather than taking just anyone, you set quotas to ensure that the sample you
get represents certain characteristics in proportion to their prevalence in the
population. Note that for this method, you have to know something about the
characteristics of the population ahead of time. Say you want to make sure you have a
sample proportional to the population in terms of gender - you have to know what
percentage of the population is male and female, then collect sample until yours
matches. Marketing studies are particularly fond of this form of research design.
4. Snowball Sampling
Judgmental sampling is a non-probability sampling technique where the researcher
selects units to be sampled based on their knowledge and professional judgment. This
type of sampling technique is also known as purposive sampling and authoritative
sampling.
Snowball sampling is a method in which a researcher identifies one member of some
population of interest, speaks to him/her, and then asks that person to identify others
in the population that the researcher might speak to. This person is then asked to refer
the researcher to yet another person, and so on.
Snowball sampling is very good for cases where members of a special population are
difficult to locate. For example, several studies of Mexican migrants in Los Angeles
have used snowball sampling to get respondents.
In this study convenience sampling of Non - probability sampling is used,
because samples of the study are targeted as per the availability of respondents.

46
 To know the banking behavior and preference of corporate customers of prahlad
nagar area towards corporate banking.
 To know what are the most important factors for choosing particular bank and
what are the reasons for switching customers from one bank to another.
 To know which are the major banking services that corporate customers use and
to find out the important factors that helps customers to keep associated with the
bank.
 It helps to know the banking behavior and preferences of the corporate customers
towards corporate banking.
 This study helps to find out the major banking services that corporate customers
use in their day –to – day transactions.
 This study helped to know that which sector‘s bank is preferred by corporate
customers.
 It helped to know the most attractive factors of banks that keep the corporate
customers to associated with the bank.
 This study helps to know which banks provides banking services to the most of
the corporate customers of prahlad nagar area.
 This report is based on the primary data which is collected with the use of
questionnaire by taking responses of corporate customers, and to take response of
corporate customers is quite difficult, hence this is one limitation of this study.
6. OBJECTIVES OF STUDY
7.
7. BENEFITS OF THE STUDY
8.
8. LIMITATIONS OF THE STUDY
9.

47
 After collecting data from corporate customers, it is require to process that data on
SPSS software. Hence it require to have knowledge of that software also.
 This study is time consuming and costly as well.
 It requires huge human efforts as well as technical skill to find out fruit full
results.

48
Chapter – 5
Data Analysis

49
Sole Proprietorship Partnership Private Sector
Frequency 34 9 57
0
10
20
30
40
50
60
Figure: -5. Graphical Presentation of Constitution Types
Existing in Prahlad Nagar Area
Table – 5. Major Constitutions Existed in Prahlad Nagar Area
Constitution Type Frequency Percent
Sole Proprietorship 34 34
Partnership 9 9
Private Sector 57 57
Total 100 100
Interpretation: -
 As we can see in the above graph that, mostly private Limited companies are
existed in Prahlad Nagar area. Very few partnership firms are there and there is no
Franchising firms, Joint Ventures, Co – operative firms, HUFs and other firms in
that particular area.
Hence mostly there are privet sector and Sole Proprietary firms are doing business.

50
Table – 6. Cross Tabulation Between Constitution Type and Their Proffered Bank
Bank
Constitution Type
TotalSolo Proprietary
[34]
Partnership
[9]
Private Sector
[57]
Public Sector 14 4 28 46
Foreign Bank 1 0 0 1
Private Sector 29 6 47 82
Co – Operative 2 1 1 4
NBFC 0 0 0 0
Other 0 0 0 0
Interpretation: -
 As we can see in the above graph that, out of 57% private Ltd. Companies and
34% sole proprietary firms, 47% private Ltd. Companies and 29% sole proprietary
firms prefer private sector banks respectively.
 28% of Private ltd. Companies also prefer public sector banks for their day – to –
day transactions.
 Very few corporate customers would like to go for the Co – operative banks.
14
1
29
2
4
0
6
1
28
0
47
1
0
5
10
15
20
25
30
35
40
45
50
Public Sector Foreign Bank Private Sector Co – Operative
Solo Proprietary [34] Partnership[9] Private Sactor[57]
Figure: - 6. Graphical Presentation of Constitution Type and Their preferred Bank

51
Table – 7. Cross Tabulation Between Nature of Business and Their Existing Banking Services
Banking Services Manufacturing Retailing Service
Wholesale
Trade
Other Total
Custody / Depository Services
(Security Services)
0 0 0 1 0 1
Export Finance 2 0 2 1 3 8
Working capital Loan 2 1 5 3 0 11
Term Loan 4 2 11 7 0 24
C.C 7 1 15 7 1 31
O.D 1 0 3 2 3 9
Bank Guarantees 2 1 13 4 1 21
L.C 1 0 0 0 1 2
Structured Finance (project
finance, Acquisition finance)
0 0 0 0 1 1
Foreign Exchange 1 0 6 2 2 11
Asset Management 0 0 0 0 0 0
Factoring / Commercial Finance 0 0 0 0 0 0
Finance for mergers and
acquisitions
0 0 0 0 0 0
Equity Trading 0 0 0 0 0 0
Payment Services 0 0 0 0 0 0
Debt capital market instrument
(Bank, commercial paper) and
Trading thereof
0 0 0 0 0 0
Total 20 5 55 27` 12 119
Interpretation: -
 As per graphical presentation we can say that out of 119 responses of corporate
customers 31 respondents use C.C (Cash Credit) limit, 24 use term loans, 21 use
bank guarantee and remaining service of banks are also used by these customers.
C.C limit service is mostly used by service sector companies.
 Most of Service sector companies and Manufacturing companies use term loans
for their working capital requirement.
 Most of Banking services like, Assets management, factoring/commercial finance,
Finance for mergers and acquisitions, Equity Trading, Payment services, Debit
capital market instrument and trading thereof are not used by commercial
customers.

52
0
2
2
4
7
1
2
1
0
1
0
0
1
2
1
0
1
0
0
0
0
2
5
11
15
3
13
0
0
6
1
1
3
7
7
2
4
0
0
2
0
3
0
0
1
3
1
1
1
2
Custody / Depository Services (Security Services)
Export Finance
Working capital Loan
Term Loan
C.C
O.D
Bank Guarantees
L.C
Structured Finance (project finance, Acquisition
finance)
Foreign Exchange
Figure: - 7. Graphical Presentation of Nature of Business and
their existing Banking Services
Other Wholesale Trade Service Retailing Manufacturing

53
14
46
38
31
21 18
2
6 5 2 3 3 3 1
13
Figure: - 8. Graphical Presentation of Customer
Association with Bank
Responces
Interpretation: -
As per the graphical presentation 46% of the corporate customers are associated with
HDFC bank and 38% of customers are associated with ICICI bank. Hence we can say
that most of the market of Prahlad nagar area is covered by HDFC and ICICI bank.
Table – 8. Associated Bank With Customers
Name of The Bank Responses Percent
SBI 14 6.80%
HDFC 46 22.30%
ICICI 38 18.40%
Axis 31 15.00%
BOB 21 10.20%
Kotak 18 8.70%
Nagrik Bank 2 1.00%
Citi Bank 6 2.90%
BOI 5 2.40%
Union Bank 2 1.00%
Yes Bank 3 1.50%
IDBI 3 1.50%
PNB 3 1.50%
Vijya Bank 1 0.50%
Other 13 6.30%
Total 206 100.00%

54
Table – 9. Cross Tabulation of Banks and Their Services
Name
of
Bank
Custody /
Depository
Services
(Security
Services)
Export
Finance
Working
Capita
Loan
Term
Loan
C.C O.D
Bank
Guarantees
L.C
Structured
Finance
(project
finance,
Acquisition
finance)
Foreign
Exchange
Total
SBI 1 1 0 2 3 0 1 0 1 0 9
HDFC 0 2 6 16 11 5 15 1 0 5 61
ICICI 0 3 6 12 10 3 11 0 1 4 50
Axis 0 0 4 8 10 2 5 0 1 1 31
BOB 0 1 3 8 7 3 9 1 0 0 32
Kotak 0 1 3 4 5 2 4 0 1 5 25
Nagrik
Bank
0 1 0 0 2 0 0 0 0 1 4
Citi
Bank
0 1 1 1 4 0 2 0 0 1 10
BOI 0 0 2 1 2 0 1 0 0 1 7
Union
Bank
0 0 0 1 1 1 1 0 0 0 4
Yes
Bank
1 0 0 0 1 1 0 0 0 0 3
IDBI 0 0 0 1 2 0 0 0 0 1 4
PNB 0 0 0 1 2 0 0 0 0 0 3
Other 1 2 1 2 4 3 1 0 0 2 16
Total 3 12 26 57 64 20 50 2 4 21 259
Interpretation: -
As per data collection and analysis it is found that out of 259 responses HDFC
provides services to 61 and ICICI serves their services to 50 respondents. Hence most
of the corporate customers use services of HDFC bank and ICICI bank.
Out of 61 respondents of HDFC 16 uses term loans and 15 uses bank guarantee and
out of 50 respondents of ICICI 12 uses term loans and 11 uses banks guarantee.
Hence in comparison of both most of the corporate customers prefer term loan and
bank guarantee of HDFC bank while customers of ICICI bank prefer C.C, O.D, Term
loan and Bank Guarantee of ICICI bank.

55
0
2 3
1 0
2
0 1 1 0 0 0 0 0 1
3
12
7 6 6 5
0 1 0 0
3
0 1 0
3
7
21
18
15
9
5
0
2
0 0 0 1 2
0
54
11 10 9
6 6
2 2
4
2
0
2
0 1
4
SBI HDFC ICICI Axis BOB Kotak Nagrik
Bank
Citi
Bank
BOI Union
Bank
Yes
Bank
IDBI PNB Vijya
Bank
Other
Figure: -9. Graphical Presentation of Bank and Since how
long customers are associated with that Bank
Less than 1 year[5] 1 to 3 years[21] 3 to 5 years[38] More than 5 year[36]
Table – 10. Cross Tabulation Between Banks and Association with them(Years)
Name of the
bank
Number of Years
TotalLess than 1
year[5]
1 to 3
years[21]
3 to 5
years[38]
More than 5
year[36]
SBI 0 3 7 4 14
HDFC 2 12 21 11 46
ICICI 3 7 18 10 38
Axis 1 6 15 9 31
BOB 0 6 9 6 21
Kotak 2 5 5 6 18
Nagrik Bank 0 0 0 2 2
Citi Bank 1 1 2 2 6
BOI 1 0 0 4 5
Union Bank 0 0 0 2 2
Yes Bank 0 3 0 0 3
IDBI 0 0 1 2 3
PNB 0 1 2 0 3
Vijya Bank 0 0 0 1 1
Other 1 3 5 4 13
Interpretation: -
As per graph most of the customers of prahlad nagar area are associated with HDFC
and ICICI bank for 3 to 5 years. Very few customers are there who are associated
with all banks for less than 1 year.

56
85 85
38
2
10
Responses
Figure: -10. Graphical Presentation of
Communication Media Used by Banks
E - Mail SMS Relationship Manager Advertisement Self Visit
Table – 11. Communication Media
Media Responses Percent
E – Mail 85 38.60%
SMS 85 38.60%
Relationship Manager 38 17.30%
Advertisement 2 0.90%
Self-Visit 10 4.50%
Total 220 100.00%
Interpretation: -
As we can see in the above graph that 38.60% of banks use E –mails and SMS
services to give information about new banking products to their customers. Other
customers get information about new products via calls from relationship manager,
self – visits and Advertisements.

57
17
86
4
25
2
66
3
64
20
78
1 5 2
98
2
14
3 7
0
20
40
60
80
100
120
Responses
Table – 12. Most Important Reasons For Choosing Bank
Reasons for choosing bank Responses Percent
Low service charges 17 3.40%
Image of the bank 86 17.30%
Several Branches 4 0.80%
Low interest on loan 25 5.00%
Friendliness of bank personnel 2 0.40%
Variety of service Offered 66 13.30%
Ease of opening of new account 3 0.60%
Convenient Branch Location 64 12.90%
Accurate Bank Statement 20 4.00%
Safe investment 78 15.70%
Bank‘s interest in helping the community 1 0.20%
Adequate number of seller 5 1.00%
Ease of Obtaining loan 2 0.40%
Speed And Quality Services 98 19.70%
Innovativeness and adoption of new technology 2 0.40%
Online banking 14 2.80%
Convenient ATM Location 3 0.60%
24 - Hours ATM 7 1.40%
Total 497 100.00%
Figure: -11. Graphical Presentation of Most Important Factors for Choosing Bank

58
Interpretation: -
As par collection of data five most important factors for choosing a bank are;
1. Speed and Quality Services
2. Image of the bank
3. Safe investment
4. Variety of services offered
5. Convenient Branch Location
There are some other factors which also play an important role for choosing a
particular bank. Like; Low interest on loan, Low service charge. Accurate Bank
Statements etc.

59
Table – 13. Cross Tabulation of Proffered Bank and Reasons for choosing that bank
Reasons for choosing bank
Proffered bank
Public
Sector
Foreign
Bank
Private
Sectored
Co –
Operative
Low service charges 6 0 16 0
Image of the bank 41 1 70 4
Several Branches 2 0 3 0
Low interest on loan 9 0 19 1
Friendliness of bank personnel 1 0 1 1
Variety of service Offered 32 0 56 3
Ease of opening of new account 2 0 2 0
Convenient Branch Location 29 0 54 3
Accurate Bank Statement 10 1 15 0
Safe investment 38 1 65 3
Bank‘s interest in helping the
community
1 0 1 0
Adequate number of seller 3 1 3 0
Ease of Obtaining loan 1 0 1 1
Speed And Quality Services 44 1 82 3
Innovativeness and adoption of
new technology
0 0 2 0
Online banking 4 0 11 1
Convenient ATM Location 1 0 2 0
24 - Hours ATM 4 0 5 0
Interpretation: -
As we can see in the above table that private sector banks are providing speed and
quality services, safe investment, and variety of services to the corporate customer
and image of the bank is also an important factor for choosing private sector bank.

60
14
45
36
30
21
17
2
5 5
2 3 3 3 1
13
1
5
8 6
3
7
0 1 1 0 0 1 0 0
3
0 1 2 2 0 2 0 0 1 0 0 0 0 0 0
Figure: -12. Graphical Presentation of Banks and Types of
Accounts Maintained by customers
Current A/c Salary A/c Loan A/c
Table – 14. Cross Tabulation of Banks and Types of Accounts Maintained by
Corporate Customers
Name of the Bank Bank account
Current A/c Salary A/c Loan A/c
SBI 14 1 0
HDFC 45 5 1
ICICI 36 8 2
Axis 30 6 2
BOB 21 3 0
Kotak 17 7 2
Nagrik Bank 2 0 0
Citi Bank 5 1 0
BOI 5 1 1
Union Bank 2 0 0
Yes Bank 3 0 0
IDBI 3 1 0
PNB 3 0 0
Vijya Bank 1 0 0
Other 13 3 0
Interpretation: -
Out of 100 respondents almost 100 respondents are having current account. HDFC
bank has 51 respondents out of that 45 have current account. Then ICICI has 46
respondents out of that 36 has current account.
Customers like to have their salary account in either ICICI bank or Kotak bank.

61
28
7
43
00 0 1 0
36
10
77
42 2 3
0
0
10
20
30
40
50
60
70
80
90
Finamcial Benefits Technology/Reputation Speed And Quality
Services
Attractiveness/ Influence
Public Sector Foreign Bank Private Sectore Co - Operative
Table – 15. Cross Tabulation Between Bank Preferred by customers and their
Attractive Factors
Preferred
Bank
Attractive factor
Financial
Benefits
Technology/
Reputation
Speed And
Quality
Services
Attractiveness/
Influence
Public Sector 28 7 43 0
Foreign Bank 0 0 1 0
Private Sector 36 10 77 4
Co - Operative 2 2 3 0
Interpretation: -
As we know that most of the customers are associated with private sector banks rather
than public sector bank because of Speed and quality services offered by these banks.
This is the most important factor that attracts customers to have an account in private
sector bank.
Figure: - 13. Graphical Presentation of Customer’s Preferred Banks and their Attractive Factors

62
Statements
N Mean
Statistic Statistic
Bank branch located near my company 100 1.40
Speed in handling and processing by the 100 1.06
Willing by the bank to bend the terms for me when negotiating a
contract.
100 1.27
Reaching the right person when calling the bank. 100 1.04
Bank services and their features realize my needs. 100 1.86
No or Few mistakes made by bank 100 2.05
Informal events organized by the bank such as golf, visiting
football matches, etc.
100 3.59
Quality of the service delivered 100 1.01
Feeling that the bank supports my company. 100 1.81
Relying on the bank whenever I need to. 100 2.21
Bank delivers good value for money. 100 1.79
The bank‘s image is well suited to our corporate culture. 100 1.04
The relationship manager is available any time 100 1.53
Regular contact with relationship manager 100 2.65
The relationship manager has knowledge about my business and
understand my problems.
100 1.53
The relationship manager comes with advice on services that
can be useful for my business.
100 1.45
Willingness by the relationship manager to solve my
problem(s).
100 1.58
Bank acts as one institute with the relationship manager 100 1.80
Interpretation: -
To understand the preference of the corporate customers, we asked some questions to
corporate customers with reference to the relationship with bank, and the statements
are measured on the four point scale 1 = Most important, 2 = Rather Important, 3 =
Rather unimportant, 4 = Not at all important.
As we can see in the table that, mean value of Quality of service delivered is 1.01.
Hence it is near to 1. That‘s why we can say that, delivery of quality service is the
most important for the corporate customers.

63
TESTING OF HYPOTHESIS
Testing of hypothesis between various constitution types and important factors in
relationship with bank
Ho: - There is no significant difference in preference of important factors in relation
with bank amongst the various constitution types
H1: - There is a significant difference in preference of important factors in relation
with bank amongst the various constitution types
Interpretation: -
We have applied one way ANOVA analysis to understand the significant difference
amongst constitution type at 5% level of significance.
The significant value of table is 0.821 which is more than 0.05. It suggested that null
hypothesis Ho is accepted. There for there is no significant difference in preference
amongst Solo proprietary, Partnership, Franchising, Private Sector, Joint Venture, Co
– Operative Firm, HUF and Other and important factors in relationship with bank. It
means there is similar preference amongst all the constitution types regarding
important factors in relationship with bank.
ANOVA
Sum of Squares d. f Mean Square F Sig.
Between Groups 3.39 2 1.695 0.197 0.821
Within Groups 833.97 97 8.598
Total 837.36 99

64
Testing of hypothesis between Nature of Business and important factors in
relationship with bank
with bank amongst all the nature of businesses
with bank amongst all the nature of businesses
ANOVA
Sum of Squares df Mean Square F Sig.
Between Groups 20.462 4 5.116 0.595 0.667
Total 837.36 99
Interpretation: -
The significant value of table is 0.667 which is more than 0.05. It suggested that null
hypothesis Ho is accepted. There for there is no significant difference amongst
Manufacturing, Retailing, Services, Wholesale Trade, and Others and important
factors in relationship with bank. It means there is similar preference amongst all the
Nature of businesses regarding important factors in relationship with bank.

65
Testing of hypothesis between association with bank of Business and important
factors in relationship with bank
with bank amongst their association with a particular bank
with bank amongst their association with a particular bank
ANOVA
Sum of Squares d. f Mean Square F Sig.
Between Groups 84.789 3 28.263 3.605 0.016
Total 837.36 99
(I) Existence of Business (J) Existence of Business Mean Difference (I-J) S.E
Less than one year 1 to 3 years 2.762 1.73
3 to 5 years 2.31 1.7
More than 5 years 0.75 1.67
1 to 3 years Less than one year -2.762 1.73
3 to 5 years -0.452 0.81
More than 5 years -2.012* 0.73
3 to 5 years Less than one year -2.31 1.7
1 to 3 years 0.452 0.81
More than 5 years -1.56 0.67
More than 5 years Less than one year -0.75 1.67
1 to 3 years 2.012* 0.73
3 to 5 years 1.56 0.67

66
Interpretation: -
The statistical table value suggested that significance value is 0.016 which is less than
0.05 there for null hypothesis Ho is rejected and alternate hypothesis H1 is accepted.
It means there is a significant difference amongst the various groups of years of
association with the bank.
Now, we want to understand that which particular group of year has similarity and
which group of year has significance difference there for we have applied the POST
HOC (TUKKEY) test.
Results of POST HOC (Tukkey) test suggested that year group 1 – 3 and more than
five year have similarity amongst the overall perception of important factors in
relationship with bank, while there is less similarity between year groups of less than
one year and 3 – 5 year.

68
Following are some of the point that has been found out by the analysis:
 Out of 100, 82 customers are associated with private sector banks rather than
public sector bank because of Speed and quality services offered by private sector
banks.
 The survey says that, Most of Service sector companies and Manufacturing
companies use term loans for their working capital requirement. C.C limit service
is mostly used by service sector companies.
 Most of the market of Prahlad nagar area is covered by HDFC and ICICI bank.
 As per the survey,
 Speed and Quality Services,
 Image of the bank,
 Safe investment,
 Variety of services offered,
 Convenient Branch Location
Are most important factors for choosing a particular bank.
 Corporate customers want speed in handling and processing the banking
operations.

69
Chapter – 7
Recommendations

70
Following are the suggestion and recommendation for KOTAK MAHINDRA BANK
on the bases of survey and analysis:
 As per the suggestion of corporate customer they want customize services from
Kotak Mahindra Bank
 They should reduce interest on loan and services charges from customers.
 They should try to improve their speed of services delivery.
 Mainly Kotak provides loans to those corporate customer who want loan of more
than 30 lakh, but there is a high potential of small businesses so, they should also
focus on that.
 Give proper Understanding about products and services of bank and discus about
future need of customer with reference to their business model.

72
This study is conducted to know banking behavior and preference of corporate
customers of Prahalad nagar area towards corporate banking. How they think? What
they want from their banks? and what are the factors that they take in to account while
choosing any particular bank? To find out the answers of these questions, this study
was conducted.
During this study we came in to interaction with many corporate houses, and that
interaction added some values to our knowledge. It was the great experience of
learning real research.
We took responses of corporate customers and hence we came to know that the
preference and banking behavior of corporate customers for corporate banking.
After collection of data we analyzed whole data with the help of SPSS software. This
analysis helped us to get proper knowledge of data analysis.
In this study it is found that the bond of ICICI and HDFC bank with their customer is
good, because of their corporate services. Kotak bank is good in use of technology
like mobile and internet banking amongst the customers.

74
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