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A Report on
“A Study on customer Satisfaction towards Kotak

Mahindra bank And IDBI bank ltd. : Comparative
Analysis”
Submitted for the partial fulfillment of the degree

Bachelor of Business Administration
Submitted by
YOGESH B. DANGODARA
Roll Number: 09 T.Y.B.B.A. (Finance)
Under the guidance of
Mr. Mrunal Joshi
Submitted to
Sarvajanik Education Society
B. R. C. M. College of Business Administration
Veer Narmad South Gujarat University
Surat
2017 – 18
B.R.C.M COLLEGE OF BUSINESS ADMINISTRATION

“A study on customer satisfaction towards Kotak Mahindra bank and IDBI bank: comparative
analysis”
Acknowledgement
Many individuals have rendered their helping hand to me in caring out this project. I
take this opportunity to express my gratitude to all of them.
I feel great pleasure to express my feeling to our principal Dr. Jayesh Desai and also
all other teaching staff of B.R.C.M college of Business Administration who has made
me eligible to stand at this stage.
This project has proved to be a wonderful opportunity to execute some of the skill
acquired during the BBA programme. It was fortunate for me to do this project
under the guidance of Mr. Mrunal Joshi and shall even remain indented to him for
his assistance and sustained encouragement throughout the training. His practical
insight and individual support from the beginning of the training was extremely
encouraging.
I would also grab this opportunity to thank all my valuable respondents who spent
their valuable time for filling my Questionnaire, which helped me to come with
correct conclusion.
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DECLARATION
I, hereby declare that, The winter project titled “A study on satisfaction towards
kotak Mahindra bank and IDBI bank ltd.: Comparative Analysis” is authentic record
of my original work carried out under the guidance of Mr. Mrunal Joshi, submitted
to B.R.C.M COLLEGE OF BUSINESS ADMINISTRATION, in the partial fulfillment of
requirement of Bachelor of Business Administration (BBA) degree, is result of my
own work carried out during December 2017– February 2018.
This project report is entirely an outcome of my own efforts and has not been
previously submitted to any other university or institute for any other examination
and for any other purposed by any other person.
Date: 05/03/2018 YOGESH DANGODARA
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Executive Summary
This research have been undertaken to study the satisfaction of customers of both
banks: Kotak Mahindra bank and IDBI bank ltd. and to compare and analyze the
solution to improve the services for the customers.
For the survey, the primary data have been collected from the customers of Kotak
Mahindra bank and IDBI bank ltd. I have used descriptive research design and
convenient sampling technique as part of non-probabilistic sampling technique. I
have used various data analysis tools like excel and SPSS Statistics to compare the
data of Kotak Mahindra bank and IDBI bank ltd by frequency, cross tabulation with
various charts and also applied T-test to test the hypothesis.
While doing the study, I have found that these two banks have significantly different
services to satisfy the customers. The interest rate of both the bank is significantly
difference from each other. Kotak is providing 6% interest on savings account while
IDBI is providing only 3.5% to 4% rate of interest on savings account which is very
low in compare to Kotak Mahindra bank.
Kotak Mahindra bank also have less charges on their services than IDBI bank ltd. The
features of various account is also higher in Kotak Mahindra bank than IDBI bank ltd.
Kotak is private sector bank while IDBI bank is public sector but the services provided
by Kotak bank is much better than IDBI bank ltd. many new customers are connected
with Kotak to earn 6% interest on savings account. Kotak have better online/mobile
banking feature than IDBI bank ltd. so many people are join this bank by giving the
reason of interest rate and net banking services.
In overall study I have found that Kotak Mahindra bank which is a private sector bank
is more able to satisfy their customers with new features and fewer charges than
IDBI bank ltd.
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List of Tables/Figures/Charts
Table/Figure No. Name Page No.

Figure 1.1 Banking structure of India 2
Table 5.1 Gender wise comparison of IDBI and Kotak bank 25
Table 5.2 Gender wise comparison of IDBI and Kotak bank: Chi 25
Square test
Table & Figure 5.3 Age vise comparison of IDBI and Kotak bank 26
Table & Figure 5.4 Educational Qualification vise comparison of IDBI 27

and Kotak
Figure 5.5 How long you have been customer of this bank 28
Figure 5.6 Type of account in IDBI and Kotak bank 29
Figure 5.7 Reason for choosing this bank 30
Table 5.8 You always get prompt services from bank(Group 31

Statistics)
Table 5.9 You always get prompt services from bank: 31

Independent Samples Test
Table 5.10 Are you satisfied with queries solved by Bank(Group 32

Statistics)
Table 5.11 Are you satisfied with queries solved by Bank : 32

Figure 5.12 Type of problems faced by customer 33
Table 5.13 How quickly your banking problems solved(Group 34

Statistics)
Table 5.14 How quickly your banking problems solved : 34

Figure 5.15 Use Of Online Banking 35
Table 5.15 AGE * Are you able to use online/mobile banking 35

Cross tabulation
Table 5.16 Are you satisfied with easiness and security of online 36
banking(Group Statistics)
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Table 5.17 Are you satisfied with easiness and security of online 36
banking : Independent Samples Test
Table 5.18 Are you satisfied with the Rate of Interest provided 37
by Bank(Group Statistics)
Table 5.19 Are you satisfied with the Rate of Interest provided 37
by Bank : Independent Samples Test
Table 5.20 Are you satisfied with method of imposing service 38

charges(Group Statistics)
Table 5.21 Are you satisfied with method of imposing service 38

charges: Independent Samples Test)
Figure 5.22 Favor From Staff 39
Table 5.23 You get overall safety and security with this 40
bank(Group Statistics)
Table 5.24 You get overall safety and security with this bank : 40
Figure 5.25 Recommend To Friends 41
Figure 5.26 Continue your relations with this bank 42
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Table of Contents
CH NO. SR. NAME PAGE NO.

No.
TITLE PAGE
ACKNOWLEDGEMENT I
DECLARATION II
EXECUTIVE SUMMARY III
LIST OF TABLES AND FIGURES IV
1 INTRODUCTION OF INDUSTRY 1
1.1 WHAT IS BANK? 2
1.2 BANKING STRUCTURE OF INDIA 2
1.3 HISTORY OF BANKING IN INDIA 3
1.4 SERVICES OFFERED BY BANK 5
2 INTRODUCTION TO ORGANISATION 8
2.1 Kotak MAHINDRA BANK 9
2.2 IDBI BANK 13
3 OBJECTIVES,LITRATURE REVIEW 17
3.1 JUSTIFICATION OF TITLE 18
3.2 RESEARCH OBJECTIVES 19
3.3 LITRATURE REVIEW 19
4 RESEARCH METHODOLOGY 21
4.1 RESEARCH DESIGN 22
4.2 HYPOTHESIS OF STUDY 22
4.3 SCOPE OF STUDY 22
4.4 SOURCE OF DATA 22
4.5 POPULATION 22
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4.6 SAMPLING FRAME, TECHNIQUE 23
4.7 DATA COLLECTION 23
4.8 DATA ANALYSIS 23
4.9 LIMITATIONS OF WORK 23
4.10 SCOPE OF FUTURE STUDY 23
5 FINDINGS AND ANALYSIS 24

6 CONCLUSION AND SUGGESTION 43
6.1 CONCLUSION 44
6.2 SUGGESTIONS 44
BIBLIOGRAPHY 45
ANNEXURE 46
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CHEPTER 1 :
INTRODUCTION OF INDUSTRY
B.R.C.M COLLEGE OF BUSINESS ADMINISTRATION Page 1

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1.1 WHAT IS BANK ?

Banking means accepting deposited from the purpose of leading and investment of
deposits of money from the public on demand or other and windrow by cheque or
draft. The banking sector is lifeline for economy.
A bank is financial institution and financial intermediaries that accepts deposits and
channels those deposits into landing activities, either directly by loaning or indirectly
through capital markets. A bank links together customers that have capital deficits
and customers with capital surpluses.
1.2 BANKING STRUCTURE OF INDIA
( Figure 1.1 : Banking structure of India )
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Indian banking system consists of “non-scheduled banks” and “scheduled banks.

Non-scheduled banks refers to those that are not included in second schedule of
Banking Regulation Act of 1965 and thus don’t specify the conditions laid down by
that schedule. Schedule banks are those that are included in Second Schedule of
Banking Regulation Act -1965 and thus specify the following conditions: a bank must
 Have paid up capital and reserve of less than 5 lakh and
 Specify the Reserve Bank of India (RBI) that its affairs are not conducted in a
manner detrimental to the interest of its deposits.
1.3 HISTORY OF BANKING IN INDIA
Without a sound and effective banking system in India it can’t have a healthy
economy. The banking 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. For the past three decades India’s banking system has several
outstanding achievements to its credit. The most striking is its extensive reach. It is
no longer confined to only metropolitans or cosmopolitans in India. In fact, Indian
banking system has reached even to the remote corners of the country. The
government’s regular policy for Indian bank since 1969 has paid dividends with the
nationalization of 14 major Private Banks of India.
Not long ago, an account holder had wait for hours at the bank counters for getting a
draft or for withdrawing his own money. Today, he has choice. Gone are days when
the most efficient bank transferred money from one branch to other in two days.
Now it is simple as instant messaging or deals a pizza. Money has become the order
of day.
The first bank in India, though conservative, was established in 1786. From 1786 till
today, the journey of Indian Banking system can be segregated into three distinct
phases. There are as mentioned bellow:

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 Early phase from 1786 to 1969 of Indian Banks

 Nationalization of Indian Banks and up to 1991 prior to Indian Banking sector
Reforms.
 New phase of Indian Banking System with the advent of Indian Financial &
Banking sector Reforms after 1991.
The first bank in India, called The General Bank of India was established in the year
1786. The East India Company established The Bank of Bengal/Calcutta (1809), Bank
of Bombay (1840) and Bank of Madras (1843). The next bank was Bank of Hindustan
which was established in 1870. These three individual units (Bank of Calcutta, Bank
of Bombay, and Bank of Madras) were called as Presidency Banks. Allahabad Bank
which was established in 1865, was for the first time completely run by Indians.
Punjab National Bank Ltd. was set up in 1894 with headquarters at Lahore. Between
1906 and 1913, Bank of India, Central Bank of India, Bank of Baroda, Canara Bank,
Indian Bank, and Bank of Mysore were set up. In 1921, all presidency banks were
amalgamated to 22 form the Imperial Bank of India which was run by European
Shareholders. After that the Reserve Bank of India was established in April 1935.
At the time of first phase the growth of banking sector was very slow. Between 1913
and 1948 there were approximately 1100 small banks in India. 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 powers for the supervision of banking in India as a
Central Banking Authority. After independence, Government has taken most
important steps in regard of Indian Banking Sector reforms. In 1955, the Imperial
Bank of India was nationalized and was given the name "State Bank of India", to act
as the principal agent of RBI and to handle banking transactions all over the country.

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Nationalization
By the 1960s, the Indian banking industry has become an important tool to facilitate
the development of the Indian economy. At the same time, it has emerged as a large
employer, and a debate has ensured about the possibility to nationalize the banking
industry. Indira Gandhi, the-then Prime Minister of India expressed the intention of
the Government of India (GOI) in the annual conference of the All India Congress
Meeting in a paper entitled "Stray thoughts on Bank Nationalization". The paper was
received with positive enthusiasm. Thereafter, her move was swift and sudden, and
the GOI issued an ordinance and nationalized the 14 largest commercial banks with
effect from the midnight of July 19, 1969. A second step of nationalization of 6 more
commercial banks followed in 1980. The stated reason for the nationalization was to
give the government more control of credit delivery. With the second step of
nationalization, the GOI controlled around 91% of the banking business in India.
Later on, in the year 1993, the government merged New Bank of India with Punjab
National Bank. It was the only merger between nationalized banks and resulted in
the reduction of the number of nationalized banks from 20 to 19. After this, until the
1990s, the nationalized banks grew at a pace of around 4%, closer to the average
growth rate of the Indian economy.
In the early 1990s, the then government embarked on a policy of liberalization,
licensing a small number of private banks, included Global Trust Bank (the first of
such new generation banks to be set up), which later amalgamated with Oriental
Bank of Commerce, Axis Bank(earlier as UTI Bank), ICICI Bank and HDFC Bank.
1.4 SERVICES OFFERED BY BANKS :

The services offered by banks can be broadly classified into four categories.
1. Payment services:
The Payment service is the backbone of the entire money flow in an economy.
Previously the payment system was supported by cheques, demand drafts etc.,
which have now been replaced with direct online money transfer with the evolution
of technology.

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2. Financial intermediary:
This is one of the oldest functions of the bank which specifies accepting deposits
from customers and then lending these funds to borrowers. This is the main core
business of the banking system and will continue as long as the banking system
exists.
3. Financial Services:
Financial services include new services which were launched by different financial
institutions with time. These services include investment banking, foreign exchange
business, line of credit services, wealth management and broking services. These
services generate income for the commercial bank in the form of commissions etc.,
which is also termed as non- fund income for banks.
4. Ancillary Services:
Other services that the banks offer to the common men along with the necessary
banking services. These ancillary services form a very minuscule of the services
offered by the banks. Typical ancillary services include safe deposits lockers for gold,
cheque pick up facility, door step banking etc.
Traditional Services offered by Banks

1. Offering savings deposits
2. Currency exchange transactions
3. Providing business or personal loans
4. Providing car and home loans to retail customers
5. Safe keeping of Valuables
6. Supporting government activities with credit by purchasing government bonds
7. Offering trust services, other property and financial management related services
for a fee.
New Services Offered by Banks

1. Financial Advisory services
2. Credit, debit cards and gift cards

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3. Cash management
4. Equipment Leasing
5. Venture Capital loans and private equity funds
6. Insurance services
7. Retirement Plans
8. Equity trading and Investment services
9. Mutual fund
10.Investment banking services
11. Wealth management
Banks are now-a-days offering different new services to attract more customers and
grow their business. The other services offered by the banks are increasing very fast
and new accounts for a large portion of their income.

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CHAPTER 2 :
INTRODUCTION OF ORGANISATION

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2.1) Kotak Mahindra Bank ltd.
HISTORY
KOTAK Mahindra bank was established in 1985, the Kotak Mahindra group has been
one of India's most reputed financial conglomerates. In February 2003, Kotak
Mahindra Finance Ltd, the group's flagship company was given the license to carry
on banking business by the Reserve Bank of India (RBI). This approval created
banking history since Kotak Mahindra Finance Ltd. is the first non–banking finance
company in India to convert itself in to a bank as Kotak Mahindra Bank Ltd. Today,
the bank is one of the fastest growing bank and among the most admired financial
institutions in India.
The bank has over 323 branches and a customer account base of over 2.7 million.
Spread all over India, not just in the metros but in Tier II cities and rural India as well,
it is redefining the reach and power of banking. Presently it is engaged in commercial
banking, stock broking, mutual funds, life insurance and investment banking. It
caters to the financial needs of individuals and corporates. The bank has an
international presence through its subsidiaries with offices in London, New York,
Dubai, Mauritius, San Francisco and Singapore that specialize in providing services to
overseas investors seeking to invest into India.
2013 -Kotak Mahindra Bank acquires the business loans portfolio of Barclays India -
Kotak Mahindra Bank launches Kotak Presidium with President Bill Clinton -Kotak
Mahindra Bank bags Celent Model Bank Award for its Core Banking implementation -
Kotak Mahindra Bank announces 'Onam Bonanza' for new NRI Customers -Kotak
Mahindra Bank's mobile banking app among world's best in 2013 Mobile Excellence
Awards -Kotak Mahindra Bank launches Kotak Multi Currency World Travel Card.
2014 -Kotak Mahindra Bank launches Jifi - a first of its kind fully integrated social
bank account -Kotak Mahindra Bank exclusively sets up 24 ATMs at Mumbai Metro

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One stations -Kotak Wealth launches 'Top of the Pyramid 2014' -Kotak Mahindra
Bank Launches KayPay - World’s First Bank Agnostic Instant Funds Transfer Platform
Using Facebook -Kotak Mahindra Bank Becomes India’s First BFSI Company To Win
Prestigious Efma Awards -Kotak Mahindra Bank and ING Vysya Bank Announce
Merger -Kotak Mahindra Bank Launches ‘Grand’ - Savings Bank Account for 55+ -The
Registered Office of the Bank .
2015 -Kotak Mahindra Bank Ltd has informed BSE that Reserve Bank of India has
approved the scheme of amalgamation of ING Vysya Bank Limited with Kotak
Mahindra Bank Limited -Kotak Mahindra Bank launched Jifi Saver, a social savings
bank account -Kotak Mahindra Bank and ING Bank Sign MoU for Cross Border
Business -Kotak Mahindra Bank unveils offline mobile banking app -Kotak Mahindra
Bank acquires 100 per cent subsidiary, Kotak Mahindra General Insurance Company
Ltd -Kotak General Insurance gets IRDAI nod to commence biz –Kotak Mahindra Bank
has given Bonus shares in the ratio of 1:1.
2016 -Kotak Mahindra Bank arm buys 6.8 pct stake in Diamond Power Infrastructure
Ltd -Kotak Mahindra Bank Launches International Banking Unit in GIFT City -Kotak
Mahindra Bank gains over 3% on RBI nod to CPPIB proposal -ING sells 2.5% stake in
Kotak Mahindra Bank for Rs 3,653 crores.
Products and Services
1. Investment products :
The bank offers complete financial solutions for infinite needs of all individual and
non–individual customers depending on the customer's need – delivered through a
state of the art technology platform. Investment products like Mutual Funds, Life
Insurance, retailing of gold coins and bars etc. are also offered. The bank follows a
mix of both open and closed architecture for distribution of the investment products.
All this is backed by strong, in–house research on Mutual Funds.

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2. Savings Account :
The bank’s savings account goes beyond the traditional role of savings, and allows
us to put aside a lot more than just money. The worry–free feature of Savings
Account provides a range of services from funds transfer, bill payments, 2–way
sweep through our Active Money feature and much more. We can place standing
instructions for investment options that can be booked through Internet or through
Phone banking services. The Savings Account 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.
3. Convenient Banking :
Apart from Phone banking and Internet banking, the Bank offers convenient
banking facility through Mobile banking, SMS services, Nectar, Home banking and Bill
Pay facility among others.
4. Depository Services :
The Depository services offered by the Bank allows the customers to hold equity
shares, government securities, bonds and other securities in electronic or Demat
forms.
5. Advisory services :
The Salary 2 Wealth offering provides comprehensive administrative solutions for
Corporates with features such as easy and automated web based salary upload
process thereby eliminating the paper work involved in the process, a dedicated
relationship manager to service the corporate account, customized promotions and
tie – ups and many such unique features. The whole gamut of investment products
and investment advisory services is available to the salary account holders as well.
5. Wholesale Banking services :

For the business community, the bank offer comprehensive business solutions that
include the Current Account, Trade Services, Cash Management Service and Credit

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Facilities. The bank’s wholesale banking products offer business banking solutions for
long–term investments and working capital needs, advice on mergers and
acquisitions and equipment financing.
6. SME banking services :

To meet special needs of the rural market, the bank has dedicated business
offerings for agricultural financing and infrastructure. Its Agriculture Finance division
delivers customized products for capital financing and equipment financing needs of
our rural customers.
7. Credit card :
For financial liquidity the bank offers loans that meet personal requirements with
quick approval and flexible payment options. To complete the personal financial
offerings space, the bank now offers Kotak Credit Card which is a hassle–free,
transparent product that also happens to be the first vertical credit card in the
industry.
7. NRI Banking :
Kotak Mahindra Bank addresses the entire spectrum of financial needs of Non–
Resident Indians. The bank has tie–up with the Overseas Indian Facilitation Centre
(OIFC) as a strategic partner, which gives them a platform to share their
comprehensive range of banking and investment products and services for Non
Resident Indians (NRIs) and Persons of Indian Origin (PIOs). Their Online Account
Opening facility and Live Chat service helps to get in touch at the comfort of homes
and at the convenience. These offerings are specifically designed to suit the overseas
Indian's personal financial needs and give the global Indians a near to home feel.

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2.2) INDUSTRIAL DEVLOPEMENT BANK OF INDIA(IDBI Bank ltd.)
IDBI Bank was established in 1964 by an Act of Parliament to provide credit and
other financial facilities for the development of the fledgling Indian industry. Central
government is the owner of this bank and employees will be called as Central
Government staffs. It is one among the public sector banks in India and is a
nationalized bank to be treated on par with SBI and other Nationalized banks with
reference to the notification dated 26th February 2013. At present Government
holds 77% stake in IDBI Bank, has reported yet another surge in bad loans in the
April-June quarter.
HISTORY
Industrial Development Bank of India (IDBI) was established in 1964 by the
Government of India under an Act of Parliament, the Industrial Development Bank of
India Act, 1964 (the IDBI Act), as a wholly-owned subsidiary of Reserve Bank of India
(RBI) to provide credit and extend other facilities for the development of industry. In
1976, the ownership of IDBI was transferred to the Government of India and it was
entrusted with the additional responsibility of acting as the principal financial
institution for coordinating the activities of institutions engaged in financing,
promotion or development of industry.
Over the last four decades, IDBI’s role as catalyst to industrial development has
encompassed a broad spectrum of activities. IDBI had extended finance to all types
of industrial concerns covered under the provisions of the IDBl Act irrespective of the
size or form or sector of organization. IDBI primarily provided finance to large and
medium industrial enterprises engaged or to be engaged in the manufacture,
processing or preservation of goods, mining, shipping, transport, hotel industry,
information technology, medical and health, leasing, generation and distribution of
power, maintenance, repair, testing, servicing of vehicles; setting up of industrial
estates as also in the research and development for promotion of industrial growth.

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IDBI had also been assigned a special role for co-ordinating the activities of
institutions engaged in financing, promoting or developing industries.
In the past, the Government of India had provided direct and indirect financial
assistance and support to IDBI including access to low cost funds and assistance by
way of restructuring of high cost liabilities. Though Government of India has no legal
obligation to provide financial assistance or extend support to IDBI, it had done so
from time to time considering the unique role assigned to IDBI in the industrial
development of the country. The structural changes in the industrial sector including
the opening up of the economy and the ongoing disintermediation in the financial
sector had changed the credit profile of IDBI. IDBI always kept itself adapted with the
structural changes in the industrial sector including the opening up of the economy
and the ongoing disintermediation in the financial sector in order to avail the
opportunities and meeting the challenges thereupon. The sources and availability of
cheap long term funds declined resulting in difficulties in operations as a standalone
DFI. To impart more flexibility in its operations and enable it to diversify on both
asset and liability side and thereby expand its scope of operations, IDBI Ltd. took up
banking operations with effect from October 1, 2004 in consonance with the
provisions of the IDBI Repeal Act, 2003 and the Memorandum and Articles of
Association of IDBI Ltd. Consequent on the repeal of IDBI Act, IDBI Ltd. is a banking
company incorporated under the Companies Act, 1956 and Banking Regulation Act
1949. IDBI Ltd. also continues as a Public Financial Institution (PFI) under section 4A
of the Companies Act, 1956.
Conversion of IDBI into a commercial bank
A committee formed by RBI recommended the development financial institution

(IDBI) to diversify its activity and harmonize the role of development financing and
banking activities by getting away from the conventional distinction between
commercial banking and developmental banking. To keep up with reforms in
financial sector, IDBI reshaped its role from a development finance institution to a
commercial institution. With the Industrial Development Bank (Transfer of

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Undertaking and Repeal) Act, 2003, IDBI attained the status of a limited company
viz., IDBI Ltd.
Subsequently, in September 2004, the Reserve Bank of India incorporated IDBI as a
'scheduled bank' under the RBI Act, 1934. Consequently, IDBI, formally entered the
portals of banking business as IDBI Ltd. from 1 October 2004. The commercial
banking arm, IDBI BANK, was merged into IDBI in 2005.
In 2006, IDBI Bank acquired United Western Bank (headquartered at Satara) in a
rescue. By acquiring UWB, IDBI Bank more than doubled the number of its branches
from 195 to 425.
Government Holding
As on August 28, 2009, the Central Government’s shareholding in IDBI Bank Ltd. is
52.67%. The provisions of Memorandum and Articles of Association of IDBI Ltd.
require that the “Central Government being a shareholder of the Company, shall at
all times maintain not less than 51% of the issued capital of the Company. IDBI Bank
Ltd. has been categorized as 'Other Public Sector Bank' by the RBI. The Central
Government has advised all its Ministries that the Bank "may be treated on par with
Nationalized Banks/State Bank of India by Government Departments/Public Sector
Undertakings/ other entities for all purposes, including deposits/bonds/
investments/ guarantees and government business". Further, in the Finance Bill
2009, section 10(23D) of the Income Tax Act, 1961 defining the expression 'Public
Sector Banks' has been amended incorporating 'Other Public Sector Banks' under the
said expression.
Change of Name
To properly reflect the business of banking being carried on by it, the name of
'Industrial Development Bank of India Limited' has been changed to 'IDBI Bank
Limited' w.e.f. May 07, 2008, the date on which the Registrar of Companies,
Maharashtra, issued fresh certificate of incorporation. Subsequently, the change of
name was notified by Reserve Bank of India, dated May 16, 2008, which was
published in Government Gazette dated on June 14, 2008.

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Activities of IDBI Bank Limited
(i) Commercial Banking : IDBI Bank Ltd’s banking operations are divided into two
areas; (i) Corporate Banking and (ii) Retail Banking.
(a) Corporate Banking: In the Corporate Vertical, the Bank has Infrastructure &
Conglomerates segment, the Large Corporate segment and the Mid-corporate
segment. IDBI Bank Ltd. provides financial services (both fund based and non-fund
based) to large and mid-sized corporates. A wide range of banking products &
services is offered to corporate customers based on their profile and business
requirements. The Bank provides both fund based and non-fund based assistance.
(b) Retail Banking : In the Retail vertical, the Bank has the Personal Banking
Segment, SME segment and the Agro Business Segment.
(ii) Treasury Operations :

The Treasury in IDBI Bank Ltd. operates with primary focus of maintaining adequate
liquidity to meet its requirements. Treasury efficiently manages surplus funds with
an appropriate portfolio mix of G-Sec and corporate securities, consistent with risk
perceptions and within the investment policy framework outlined by the Board.
These investments are made with the objective of maximizing returns, without
compromising on safety and liquidity needs.
(iii) Investment Banking :

Investment Banking Services being offered by IDBI Bank Ltd. include Debt
Syndication, Equity placements, IPO monitoring, Carbon Credit Advisory,
Securitization, Project Advisory, Mergers & Acquisitions Advisory and Merchant
appraisal. Investment Banking activities are also being carried out through the bank's
subsidiary, IDBI Capital Market Services Ltd.(ICMS) which has the license to carry out
these operations. ICMS concentrates on smaller sized deals, placement of Debt in
the secondary market and primary equity issues which are not handled by the Bank.

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CHAPTER 3:
OBJEIVES, LITRATURE REVIEW

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3.1 JUSTIFICATION FOR PROJECT TITLE
With the current change in the functional orientation of banks, the purpose of
banking is redefined. Now, the Financial Institutions are trying to provide all the
services at the customer’s doorstep. The customer has become the focal point either
to develop or maintain stability in the business. Every engagement with the
customer is an opportunity to either develop or destroy a customer’s faith in the
Bank. The expectations of the customers have also increased many folds. Intense
competition among the banks has redefined the concept of the entire banking
system. The banks are looking for new ways not only to attract but also to retain the
customers and gain competitive advantage over their competitors. The banks like
other business organizations are deploying innovative sales techniques and
advanced marketing tools to gain supremacy. The main driver of this change is
changing customer needs and expectations. Customers in urban India no longer want
to wait in long queues and spend hours in banking transactions. This change in
customer attitude has gone hand in hand with the development of ATMs, phone and
net banking along with availability of service right at the customer's doorstep. With
the emergence of universal banking, banks aim to provide all banking product and
service offering under one roof and their endeavor is to be customer centric. With
the emergence of economic reforms in world in general and in India in particular,
private banks have come up in a big way with prime emphasis on technical and
customer focused issues.
In this research, the main contention is to highlight the customer satisfaction

provided by the banks -IDBI BANK from the public sector banking and KOTAK
MAHINDRA BANK from the private sector banking : Comparative Analysis

analysis”
3.2 RESEARCH OBJECTIVE :
PRIMERY : To compare the satisfaction level of customers on services provided by

KOTAK MAHINDRA BANK and IDBI BANK ltd.
SECENDORY :
 To study major attributes of customer satisfaction of banks.
 To study customer’s perception about KOTAK Mahindra Bank and IDBI Bank
ltd.
 To judge the importance of attributes that influence customer’s satisfaction
with individual Bank.
 To asses level of satisfaction on services provided by Private bank(KOTAK
Mahindra) and Public Sector bank(IDBI Bank).
3.3 LITRATURE REVIEW
“Customer satisfaction in new generation banks”: Journal of commerce, Dr.

Naveen kumar and Dr. V.K Gangal – Customer satisfaction is an ambiguous concept
and actual manifestation of the status of satisfaction will vary from person to person
and services. Satisfaction is depends on physical as well as psychological variables.
The level of satisfaction can also depending on other options the customer may
have. Thus it is imperative for banks to get useful feedback on their actual response
time and customers’ services. This study helps to identify the variables for satisfying
customers for banks.
Asia pacific journal of marketing & management, vol. 2 July, 2013: “Measuring
customer satisfaction in banking sector : Banks of Surat city”, Dr. Snekhul kumar
mistry ; With the economic growth of country is on accelerating mode, role of
banking industry is also important. With the expansion of banking services to people
excluded from the banking services to large corporate searching fund for their
activities, makes the importance of banking services. New technologies are being
introduced and there is always a fear of economic uncertainties. Fierce competition,

analysis”
more demanding customers and the changing climate have presented an

unparalleled set of challenges (Lovelock, 2001) for banks in the country. Therefore,
customer satisfaction is the key for many banks to survive in competition. The
purpose of this paper is to identify the factors affecting customer satisfaction in
Banks and analyze their effects on the level of customer satisfaction.
According to Tse and Wilton (1988) Customer satisfaction is, “the consumer’s
response to the evaluation of the perceived discrepancy between prior expectations
and the actual performance of the product perceived after its consumption.
“Service Quality and Customer Satisfaction in Selected Banks in Rwanda”-Journal

of business & Financial Affairs, 2017, Global International Development Studies,
Hebrew University of Jerusalem : This study was set to determine the relationship
between service quality and customer satisfaction in Banque Populaire du Rwanda,
Kigali branches. It was based on both descriptive and cross-sectional survey designs.
A questionnaire was used to collect primary data from customers, using convenient
sampling technique. According to Suda and Sarunya, customer satisfaction does not
only express a happy customer, but rather complex than that. It is actually a term
most widely used in the business and commerce industry. It is a business term
explaining about a measurement of the kind of products and services provided by a
company to meet its customer’s expectation.
“Measuring Customer Satisfaction using ordinal variables: an application in a

survey on a contact center”- Statistica Applicata Vol. 20, n. 3-4, 2008, Sergio Zani,
Lara Berzieri - This paper deals with the problem of measuring Customer Satisfaction
using several ordinal variables with different number of categories. Some
multivariate methods are applied to the results of a survey on the users of the
Contact Center of the Municipality of Parma, in order to measure the quality of the
service and the citizen satisfaction. Different approaches for the quantification of
ordinal responses are considered and compared. The results show that the
multidimensional approach yields a more appropriate estimate for classes of
unsatisfied, fairly satisfied and very satisfied respondents.

analysis”
CHAPTER 4 :
RESEARCH METHODOLOGY

analysis”
4.1 RESEARCH DESIGN :

This research is Descriptive research design because it used structured instruments &
designed to measure characteristics described in Questions. So that, information
collected from different customer of Kotak Mahindra Bank and IDBI Bank and
samples taken only once at particular time. Descriptive research include surveys and
inquiries of different kinds.
4.2 HYPOTHESIS OF THE STUDY

H0 : There is no significant difference between satisfaction level of KOTAK bank and
IDBI bank ltd
H1 : There may be significant difference between satisfaction level of KOTAK bank
and IDBI bank ltd (Significant level is 0.05)
4.3 SCOPE OF STUDY :

This study is restricted to time period starting from January 2018 to end of February
2018, in Surat city, a survey of 100 respondent from both bank : Kotak and IDBI. This
study is able to revel performance, needs, satisfaction of customer regarding Banking
Services. It also help banks to know if existing products or services offering is really
satisfying customer needs.
4.4 SOURCE OF DATA :

 Primary data has been collected using Questionnaire. The respondents was
approached personally and conveniently.
 Secondary data of Kotak Mahindra Bank and IDBI Bank collected from
published reports articles and internet.
4.5 POPULATION :
Population is customers of KOTAK Mahindra Bank and IDBI Bank ltd. in selected
areas of Surat City.

analysis”
4.6 SAMPLING FRAME, TECHNIQUE :

This study has conducted using non-probability sampling frame, in which Convenient
Sampling technique.
Samples size : 200 ( 100 from Kotak Mahindra and 100 from IDBI Bank)
4.7 DATA COLLECTION :

Data collection has been done by collecting primary data from the respondents
conveniently using questionnaire and approached personally.
4.8 DATA ANALYSIS :

Data has been analysed by using statistical tools in Excel and SPSS statistics. There
are also used various charts and graphs, cross illustration and Frequency for
comparing data of Kotak and IDBI bank. And also applied T-test to compare level of
satisfaction of Kotak Mahindra Bank and IDBI Bank ltd.
4.9 LIMITATIONS OF WORK :

 Sample size is limited because of limited time frame, it may not represent
whole population.
 The study is limited to some specific area of Surat city.
 Only selected branch considered for study so that result will be applicable to
selected branches only.
4.10 SCOPE FOR FUTURE STUDY :

There is huge scope for future study because customer satisfaction is dynamic by
provided service quality by other banks. It can be measured over some time gaps. In
future there is scope for study in other branches or other banks comparison and also
in other areas of different cities.

analysis”
CHAPTER 5 :
FINDINGS AND ANALYSIS

analysis”
(Table 5.1: Gender vise comparison of IDBI and Kotak bank)

Frequency Total
IDBI KOTAK
Male 84 90 174
Female 16 10 26
Total 100 100 200
(Table 5.2: Chi-Square Tests)

Value df Asymp. Sig. (2- Exact Sig. (2- Exact Sig. (1-
sided) sided) sided)
a
Pearson Chi-Square 1.592 1 .207
b
Continuity Correction 1.105 1 .293
Likelihood Ratio 1.604 1 .205
Fisher's Exact Test .293 .147
N of Valid Cases 200
a. 0 cells (.0%) have expected count less than 5. The minimum expected count is 13.00.
b. Computed only for a 2x2 table
H0: The probability of male and female customers are not significantly associated
H1: The probability of male and female are significantly associated
Interpretation
As we applied here the chi square test and we can see that the Pearson Chi square
value is 1.592 at 1 df and significant value is more than p-value 0.05 so that we
accept our null hypothesis and interpret that there is no significant association
between male and female customers of IDBI and Kotak bank. And we can say that
male customers are more than 50% in both banks.

analysis”
(Table 5.3: Age vise comparison of IDBI and Kotak bank)

Category Frequency Total
IDBI KOTAK
18 to 25 11 50 61
25 to 40 86 49 135
40 to 55 3 1 4
Total 100 100 200
(Figure 5.3 : Age vise comparison of IDBI and kotak

bank)
86
90
80
70
60 50 49 BANK IDBI
50 BANK KOTAK
40
30
20 11
3 1
10
0
18 to 25 25 to 40 40 to 55
Interpretation
While conducting survey I have found the young respondent more rather than old
age. However there are 50-50 ratio of 25 to 40 and 18 to 25 ages in IDBI Bank but in
Kotak bank there are most of customers are young age group. We can say that
today’s youth are going for private banking(Kotak) rather than public (IDBI).

analysis”
(Table 5.4: Educational Qualification vise frequency of IDBI and

Kotak bank)
Category Frequency Total
IDBI KOTAK
Under Graduate 3 21 24
Graduate 36 51 87
Post Graduate/Professional 14 11 25
Others 47 17 64
Total 100 100 200
(Figure 5.4 : Educational Qualification vise

comparision of IDBI and kotak)
60
51
47
50
36
40
BANK IDBI
30 BANK KOTAK
21
17
20 14
11
10 3
0
Under Graduate Post Graduate Others
Graduate or
Professional
Interpretation
During survey I have faced so many type of people but at Kotak Mahindra bank I
have found more educated specifically graduated people than IDBI but it not means
that there are no educated customers in IDBI bank. I have also found some people
who dropped their academic carrier in between or up to 10 th or 12th so that I have
included them into other category.

analysis”
How long you have been customer of this bank (Figure 5.5 )
(5.4.1 : KOTAK bank)

>7 years
<1 year
10%
18%
4 to 7 years
32%
1 to 3 year
40%
(5.4.2 :IDBI)
<1 year 1 to 3 year
1% 10%
>7 years 4 to 7 years

54% 35%
Interpretation
During survey I have found that at Kotak Mahindra bank there are very young people
are the customer so that they have been 1 to 3 tears old customer of Kotak
Mahindra bank and at IDBI bank the customers are 4 to 7 years and more than 7
years old relations with bank.

analysis”
Which type of Account you have in this bank ?
(Figure 5.6 :Type of account in IDBI and Kotak bank)
100 93
84
80
60
BANK IDBI
40 BANK KOTAK
20 10
6
0 2 0 1 1 1 0 1 0 1
0
Interpretation
Today’s middle class people are plan for tomorrow so that they save more than
expenses. During survey I have faced these middle class background people so that
they have savings account only. I have also meet some business people they have
current account.

analysis”
Reason for choosing this bank (Figure 5.7)
You have
(5.6.1 :KOTAK bank) traditional bank
account with
Excellent same bank
location Maintenance of
Services 2%
Advantage a/c The Brand
provided by name of bank
2% 1%
bank 21%
Net banking
10%
services
16%
ATM and CDM

service
4%
Intrest rate
provided
44%
Excellent Maintenance of
Services (5.6.2 : IDBI) a/c
provided by 1%
bank You have
6% traditional bank
account with
same bank
location 27%
Advantage
36% The Brand name
of bank
26%
ATM and CDM
service Intrest
3% Net banking rate
services provide
1% d
0%
Interpretation
We all know that Kotak Mahindra bank is providing 6% interest with fewer charges
than other banks. So that I have found more people who have opened their account
in Kotak Mahindra bank and 21% people go for brand name of bank. In IDBI most of
people join with location advantage so that it become easily accessible.

analysis”
You always get prompt services from bank.
Group Statistics (Table 5.8)
BANK N Mean Std. Deviation Std. Error Mean
IDBI 100 3.92 .307 .031

KOTAK 100 3.89 .510 .051
( Table 5.9 :Independent Samples Test)

Levene's Test for t-test for Equality of Means
Equality of
Variances
F Sig. t df Sig. (2- Mean Std. Error 95% Confidence

tailed) Difference Difference Interval of the
Difference
Lower Upper
Equal
variances 7.942 .005 .503 198 .615 .030 .060 -.088 .148
assumed
Equal
variances not .503 162.497 .615 .030 .060 -.088 .148
assumed
H0 : There is no significant difference between prompt service provided by IDBI and

Kotak bank
H1 : There may be significant difference between prompt service provided by IDBI
and Kotak bank
Interpretation
As the significant level of F variance is less than our p-value 0.05 so that we reject
the null hypothesis Ho and can say that the variances are significantly different from
each other, But We also interpret that mean difference is also 0.615 which is higher
than p-value 0.05 so that we accept the H0 and can say that there are no significant
difference between prompt services provided by Kotak and IDBI bank.

analysis”
Are you satisfied with queries solved by Bank ?

IDBI 100 3.27 .633 .063
KOTAK 100 3.58 .554 .055
(Table 5.11 :Independent Samples Test)

Levene's t-test for Equality of Means
Test for
Equality of
Variances
F Sig. t df Sig. Mean Std. 95%

(2- Difference Error Confidence
tailed) Differen Interval of the
ce Difference
Low Upper
er
-
Equal variances assumed .062 .803 3.68 198 .000 -.310 .084 -.476 -.144
5
-
Equal variances not assumed 3.68 194.536 .000 -.310 .084 -.476 -.144
5
H0 : There is no significant difference between satisfaction of queries solved by IDBI

and Kotak bank
H1 : there may be significant difference between satisfaction of queries solved by
IDBI bank and Kotak bank.
Interpretation
As the significant equal variance level is 0.803 which is higher than p-value 0.05
which is not satisfactory significant so that we confident to interpret t value of mean
and the significant value of mean is 0.000 which is less than 0.05 we reject the H0
and can say that the queries solved by Kotak and IDBI bank are significantly different
from each other.

analysis”
Type of problems faced by customer (Figure 5.12)
(5.11.1 :KOTAK)
delay in providing
service
16%
online services Diposit/withdraw
problems al money
4% 29%
parking facility &
accessiblity
23%
convenience of query handaling
location delay
14% 9%
behavior of bank minimum account new a/c
staff balance process
1% 1% 3%
delay in providing
service (5.11.2 :IDBI) Diposit/withdraw
16% al money
20%
online services
problems query handaling
5% delay
parking facility &
9%
accessiblity
19%
new a/c process

8%
behavior of bank convenience of minimum
staff location account
1% 10% balance
12%
Interpretation
In everywhere people have some problems also. During survey also I have found the
people who faced the problems in deposit and withdrawal money, parking facility
and accessibility problems are more in both the banks.

analysis”
How quickly your banking problems solved/attended ?
IDBI 100 2.05 .520 .052

KOTAK 100 1.76 .668 .067

Equality of
Variances

Difference
Lower Upper
Equal
variances 26.665 .000 3.425 198 .001 .290 .085 .123 .457
assumed
Equal
variances 3.425 186.669 .001 .290 .085 .123 .457
not assumed
H0 : There is no significant difference between problems solved by IDBI and Kotak

bank.
H0 : There may be significant difference between problems solved by IDBI and Kotak
bank.
Interpretation
Here the significant value of F is 0.000 which is lower than 0.05 so that the variances
are not significantly equal. And our significant values of t is 0.001 and if we compare
it with our p-value which id 0.05, the significant value is lower than 0.05 so that we
are going to reject our null hypothesis and interpret that the mean score of Kotak
and IDBI for how quikly banking problems solved is significantly different from each
other.

analysis”
Are you able to use online/mobile banking ?
(Figure 5.15 :USE OF ONLINE BANKING)

65
70 59
60
50 41 BANK IDBI
35
40 BANK KOTAK
30
20
10
0
Yes No
Interpretation
Today’s India is adopting more cashless transaction and growing as digital India. So
that more people are started using mobile banking app and online banking especially
after demonetization. Young and educated people using more online banking as
under table shows that age 18 to 25 people prefer online banking. In both bank
there are almost similar ratio of using and not using online banking, there are no
significant difference.
(Table 5.15 : AGE * Are you able to use online/mobile

banking Cross tabulation )
Are you able to use online/mobile Total
banking
Yes No
18 to 25 49 12 61
AGE 25 to 40 57 78 135
40 to 55 0 4 4
Total 106 94 200

analysis”
Are you satisfied with easiness and security of online banking?
IDBI 41 3.66 .480 .075
KOTAK 65 4.00 .586 .073

Levene's Test t-test for Equality of Means
for Equality of
Variances

Difference
Lower Upper
Equal
-
variances 5.707 .019 104 .002 -.341 .109 -.558 -.125
3.125
assumed
Equal
-
variances 97.004 .001 -.341 .104 -.549 -.134
3.269
not assumed
H0: There is no significant difference of security of online banking between IDBI and
Kotak bank.
H1: There may be significant difference of security of online banking between IDBI
and Kotak bank.
Interpretation
Here the significant level of F is 0.019 which is lower than our p-value 0.05 it means
our variance are significantly different, The significant vanlue of t is 0.002 which is
much lower than our p-value 0.05 so we are going to reject the H0 and interpret that
the mean values of Kotak and IDBI are significantly different from each other with
relative to security and easiness of online banking.

analysis”
Are you satisfied with the Rate of Interest provided by Bank ?
IDBI 100 2.91 .793 .079
KOTAK 100 4.46 .610 .061

for Equality of
Variances

Difference
Lower Upper
Equal
-
variances 2.091 .150 198 .000 -1.550 .100 -1.747 -1.353
15.498
assumed
Equal
-
variances 185.823 .000 -1.550 .100 -1.747 -1.353
15.498
not assumed
H0: There is no significant difference between Rate of interest of IDBI and Kotak
bank.
H1: There may be significant difference between Rate of interest of IDBI and Kotak
bank.
Interpretation
Here the significant value of F is 0.150 which is higher than 0.05 so that we accept H 0
and there is no significant difference between variance, But the significant value of t
is 0.00 which is lower than our p-value so that we are going to reject out null
hypothesis it means there are significant difference between rate of interest
provided by Kotak and IDBI Bank.

analysis”
Are you satisfied with method of imposing service charges, fines

& penalties?
Group Statistics
(Table 5.20)
IDBI 100 2.42 .684 .068
KOTAK 100 3.06 .763 .076

for Equality of
Variances

Difference
Lower Upper
Equal
-
variances .005 .942 198 .000 -.640 .102 -.842 -.438
6.244
assumed
Equal
-
variances 195.698 .000 -.640 .102 -.842 -.438
6.244
not assumed
H0: There is no significant difference between service charges of IDBI and Kotak
bank.
H0: There may be significant difference between service charges of IDBI and Kotak
bank.
Interpretation
Here the significant value of F is 0.942 which is much higher than 0.05 It means the
variances are significantly equal, But the significant value of t is lower than our p-
value 0.05 so that we are going to reject our null hypothesis H0 and interpret that
there are significant difference between service charges, fines and penalties
imposing by Kotak Mahindra bank and IDBI bank.

analysis”
Have you ever get extra favor/support from the staff of Bank?
(Figure 5.22 :FAVOR FROM STAFF)
70 62
57
60
50 43 BANK IDBI
38
BANK KOTAK
40
30
20
10
0
Yes No
Interpretation
During survey I have found some people are accepted that they have some extra
support from bank staff whenever they need but majority of people decline that
they have not get any extra support and favor from staff in both the banks. There are
not so difference between Kotak and IDBI bank in terms of support from staff.

analysis”
You get overall safety and security with this bank.

IDBI 100 3.79 .456 .046
KOTAK 100 3.97 .388 .039

Equality of
Variances
F Sig. t df Sig. Mean Std. Error 95% Confidence

(2- Difference Difference Interval of the
tailed) Difference
Lower Upper
Equal
-
variances 15.485 .000 198 .003 -.180 .060 -.298 -.062
3.006
assumed
Equal
-
variances not 193.058 .003 -.180 .060 -.298 -.062
3.006
assumed
H0: There is no significant difference between safety and security of IDBI and Kotak
bank.
H0: There may be significant difference between safety and security of IDBI and
Kotak bank.
Interpretation
Here the significant value of F is 0.00 is lower than 0.05 it means the variances are
not equally assumed, it may be different from each other. The significant value of t is
0.003 which is lower than p-value 0.05 so that we are going to reject the H0 and
interpret that there may be significant difference between overall security and safety
of banking in Kotak Mahindra bank and IDBI bank.

analysis”
Would you recommend this bank to your Friends/relatives?
(Figure 5.25 :RECOMMEND TO FRIENDS)
94
100
80
BANK IDBI
52 BANK KOTAK
60 48
40
20 6
0
Yes No
Interpretation
When I have asked this question to respondent some are answered instantly
especially in Kotak Mahindra bank. But in IDBI bank some people are not ready to
recommend this bank to their friends and relatives. There are huge difference in
Kotak Mahindra bank and IDBI bank in terms of recommendation.

analysis”
Would you like to continue your relations with this bank
(Figure 5.26 :CONTINUE RELATION WITH

BANK)
78
80
70 63
60
IDBI
50
37 KOTAK
40
30 21
20
10 0 1
0
Yes No can't say
Interpretation
After collecting all data during survey I have put this last question that they have
been continue their relation with this bank or not in future, and I have found that
majority of people are like to continue in Kotak and also some in IDBI Bank also.
Some people are not sure for the future. If customers are satisfied with the services
provided by bank they definitely like to continue their relation with bank.

analysis”
CHAPTER 6 :
CONCLUSION AND SUGGESTIONS

analysis”
CONCLUSION
In this research titled “ A study on level of satisfaction towards Kotak Mahindra bank
and IDBI bank ltd: comparative analysis” , I have used different instruments like
Questionnaire and other method of survey to get more knowledge about how these
banks are providing services to their customers. I tried to convince people to give
their valuable time to answer my Questionnaire. My most of the respondent are
graduated from the age of 25 to 40 are have their bank accounts and supported me.
I have to compare the satisfaction level of Kotak Mahindra bank and IDBI bank ltd so
I have surveyed both bank’s customers and I believe that Kotak Mahindra bank is
more satisfy the customers than IDBI bank on the bases of my results and findings.
SUGGETIONS
 I want to suggest the IDBI bank to improve their service quality in compare to
Kotak Mahindra bank and other competition.
 Kotak is providing 6% interest on saving account so that more new customers
are attracting towards them. IDBI also have to increase the rate of interest on
saving account to compete with them.

analysis”
BIBLIOGRAPHY
 Dr. Snekhul Kumar Mistry, Measuring customer satisfaction in banking sector:

banks of Surat city, Asia Pecific Journal of Marketing and Management, vol.2,
July 2013
 Jamal, A. and Naser, K. (2002), “Customer satisfaction and retail banking: an
assessment of some of the key antecedents of customer satisfaction in retail
banking”, International Journal of Bank Marketing, Vol. 20 No. 4, pp. 146-60
 Dr. Naveen kumar and Dr. V.K Gangal, “Customer satisfaction in new
generation banks”, Journal of commerce
 Hebrew University of Jerusalem, Global International Development Studies,
“Service Quality and Customer Satisfaction in Selected Banks in Rwanda”-
Journal of business & Financial Affairs, 2017,6.1
 Sergio Zani, Lara Berzieri, “Measuring Customer Satisfaction using ordinal
variables: an application in a survey on a contact center”- Statistica Applicata
Vol. 20, n. 3-4, 2008
 Book : Zeithaml, V.A. and Bitner, M.J. (1996), Services Marketing,
International edition, McGraw-Hill, London.
 https://economictimes.indiatimes.com/kotak-mahindra-bank-
ltd/infocompanyhistory/companyid-12161.cms
 http://www.moneycontrol.com/company_facts/kotakmahindrabank/history/
KMB
 https://economictimes.indiatimes.com/idbi-bank-
ltd/infocompanyhistory/companyid-11689.cms
 https://www.idbi.com/hindi/pdf/investor/analyst-presentation/IDBI-
Investor-Presentation-September-2013-revised.pdf
 www.business.mapsofindia.com/banks-in-india/IDBI-bank-ltd.-about-us.
 www.IDBI.com/idbi-bank-personal-banking-account-information
 www.kotak.com/account-features/personal-banking

analysis”
Annexure
QUESTIONNAIRE
“A study on level of customer satisfaction towards Kotak Mahindra bank
and IDBI bank ltd: comparative analysis”
[I Yogesh Dangodara, student of B.R.C.M college of business administration, Surat

conducting this survey is part of my BBA curriculum. I assured you that This study
has been carried out purely for academic purpose. I request you to be as frank as
possible. The information provided by you will be kept confidential]
Bank Name :__________________

1) Gender :
1. Male 2. Female 3. Others
2) Age :
1. 18 to 25 2. 25 to 40
3. 40 to 55 4. 55 above
3) Educational Qualification
1. Under graduate
2. Graduate
3. Post Graduate or Professional
4. Others
4) Marital status
1. Unmarried 2. Married
3. Others

analysis”
5) Occupation
1. Government employee 4. Profession
2. Private employee 5. Others
3. Business
6) Monthly Income
1. Bellow 15000 2.15000 to 35000
3. 35000 to 50000 4. 50000 to 75000
5. Above 75000
7) How long you have been customer of this bank?

______ Years ______Months
8) Which type of account you have in this bank?

1. Savings 2. Current
3. Recurring 4. Fix Deposit
5. Loan account 6. Demat account
7. Other (specify)________________
9) What is single most important reason to choose this bank ?

1.You have traditional bank account with the same bank
2. The Brand name of bank
3. Interest rate provided
4. ATM & CDM services
5. Net banking services
6. location Advantage
7. Excellent Services provided by bank
8. Maintenance of account
9. Others (specify)__________________________

analysis”
10) You always get Prompt service whenever you visit bank.
Strongly Agree Neutral Disagree Strongly

Agree (5) (4) (3) (2) disagree (1)
11) Are you satisfied with the way of Queries solved by your bank.
Highly Satisfied Neutral Dissatisfied Highly
satisfied (5) (4) (3) (2) dissatisfied (1)
12) What type of problem you faced whenever you visit to bank ? (multiple
choice)
1. Deposit & withdrawal money
2. Query handling delay
3. New A/C process
4. Minimum account balance
5. Convenience of location
6. Behaviour of bank staff
7. Parking facility & accessibility
8. Online services problems
9. Delay in providing service or Replay
10. Others (specify)______________________________________
13) How quickly your banking problem solved/attended by your bank ?

1. Immediately 3. Within 48 hours
2. Within 24 hours 4. Up to 1 week
5. More than 1 week
14) Are you able to use online/mobile banking of this bank ?

1. Yes 2. No

analysis”
15) Are you satisfied with the securities & easiness of online/mobile banking ?

16) Are you satisfied with the Rate of Interest given by this bank ?
17) Are you satisfied with the method of imposing service charges, fines &
penalties.
18) Have you ever taken any customized services from your bank?
1. Yes 2. No
19) Are you satisfied with customized services?

20) Have you ever get any extra Favor/support from the staff of your bank ?
1. Yes 2. No

analysis”
21) You get overall safety and Securities of banking with this bank.
Strongly Agree Neutral Disagree Strongly

Agree (5) (4) (3) (2) disagree (1)
22) Would you recommend this bank to your friends and Relatives ?
1. Yes 2. No
23) Would you like to continue your relations with this bank in future ?
1. Yes 2. No 3. Can’t say
Personal Details :
Name:__________________________________________________
Contact Number : _______________________________
EmailID _________________________________________________

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A Report on

“A Study on customer Satisfaction towards Kotak

Submitted for the partial fulfillment of the degree

Roll Number: 09 T.Y.B.B.A. (Finance)

Under the guidance of

Mr. Mrunal Joshi

B.R.C.M COLLEGE OF BUSINESS ADMINISTRATION

B.R.C.M. COLLEGE OF BUSINESS ADMINISTRATION Page I

Date: 05/03/2018 YOGESH DANGODARA

B.R.C.M. COLLEGE OF BUSINESS ADMINISTRATION Page II

B.R.C.M. COLLEGE OF BUSINESS ADMINISTRATION Page III

Table/Figure No. Name Page No.

Table 5.1 Gender wise comparison of IDBI and Kotak bank 25

Table & Figure 5.4 Educational Qualification vise comparison of IDBI 27

Figure 5.6 Type of account in IDBI and Kotak bank 29

Figure 5.7 Reason for choosing this bank 30

Table 5.8 You always get prompt services from bank(Group 31

Table 5.9 You always get prompt services from bank: 31

Table 5.10 Are you satisfied with queries solved by Bank(Group 32

Table 5.11 Are you satisfied with queries solved by Bank : 32

Figure 5.12 Type of problems faced by customer 33

Table 5.13 How quickly your banking problems solved(Group 34

Table 5.14 How quickly your banking problems solved : 34

Figure 5.15 Use Of Online Banking 35

Table 5.15 AGE * Are you able to use online/mobile banking 35

B.R.C.M. COLLEGE OF BUSINESS ADMINISTRATION Page IV

Table 5.20 Are you satisfied with method of imposing service 38

Table 5.21 Are you satisfied with method of imposing service 38

Figure 5.22 Favor From Staff 39

Figure 5.25 Recommend To Friends 41

Figure 5.26 Continue your relations with this bank 42

B.R.C.M. COLLEGE OF BUSINESS ADMINISTRATION Page V

CH NO. SR. NAME PAGE NO.

LIST OF TABLES AND FIGURES IV

2.2 IDBI BANK 13

3.2 RESEARCH OBJECTIVES 19

3.3 LITRATURE REVIEW 19

4.2 HYPOTHESIS OF STUDY 22

4.3 SCOPE OF STUDY 22

4.4 SOURCE OF DATA 22

B.R.C.M. COLLEGE OF BUSINESS ADMINISTRATION Page VI

4.6 SAMPLING FRAME, TECHNIQUE 23

4.7 DATA COLLECTION 23

4.8 DATA ANALYSIS 23

4.9 LIMITATIONS OF WORK 23

4.10 SCOPE OF FUTURE STUDY 23

5 FINDINGS AND ANALYSIS 24

B.R.C.M. COLLEGE OF BUSINESS ADMINISTRATION Page VII

B.R.C.M COLLEGE OF BUSINESS ADMINISTRATION Page 1

1.1 WHAT IS BANK ?

1.2 BANKING STRUCTURE OF INDIA

( Figure 1.1 : Banking structure of India )

B.R.C.M. COLLEGE OF BUSINESS ADMINISTRATION Page 2

Indian banking system consists of “non-scheduled banks” and “scheduled banks.

1.3 HISTORY OF BANKING IN INDIA

B.R.C.M. COLLEGE OF BUSINESS ADMINISTRATION Page 3

 Early phase from 1786 to 1969 of Indian Banks

B.R.C.M. COLLEGE OF BUSINESS ADMINISTRATION Page 4