A Comparative Analysis of the Services Provide by the Private vs Public Banks

Topics: Bank, Banking, Retail banking Pages: 60 (16292 words) Published: April 2, 2011
The given report is a part- fulfillment of the training done at Kotak Mahindra Bank,Agra as a management trainee. The study is basically confined to the banking industry. The aim of the study is to understand the products and services of Kotak Mahindra bank designed for the productive customers in retail banking, compared to the other public sector bank like Punjab National Bank (PNB). This study will help us apply our classroom learning to understand how things work practically in the real world. The world of banking has assumed a new dimension at dawn of the 21st century with the advent of tech banking, thereby lending the industry a stamp of universality. In general, banking may be classified as retail and corporate banking. Retail banking, which is designed to meet the requirement of individual customers and encourage their savings, includes payment of utility bills, consumer loans, credit cards, checking account and the like. Corporate banking, on the other hand, caters to the need of corporate customers like bills discounting, opening letters of credit, managing cash, etc. Application of marketing concept in the banking sector was introduced to enhance the customer satisfaction the policy of privatization of banking services aims at encouraging the competition in the banking sector and introduction of financial services. Consequently, services such as Demat, Internet banking, venture capital, etc came into existence to cater to the needs of public. An important agenda for every banker today is greater operational efficiency and customer satisfaction. The study is begun with get through the macroeconomic overview and the effect of monetary policies of RBI on the banking services. 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, we are one of the fastest growing bank and among the most admired financial institutions in India. It offers complete financial solutions for infinite needs of all individual & 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. Under the study the services have been studied focusing upon the various services, product features, and the schemes under the same product, types of customers, key partners and financial performance in financial highlights of company and the growth. The source of data is secondary collected from company’s magazines and journals and website links providing the needed information required in project report.

Title of the project:
To understand the various products and services available for customers provided under “the convenience banking”. To study the Indian bank scenario and its demands.
The study aims at learning the techniques involved to manage the bank. In today’s competitive environment, researchers and service marketers put great effort in developing customers’ service loyalty in order to maintain competitive edge. Loyalty in retail banking sector is also of great importance. So the key objective of the study is, to identify needs and satisfaction as the major factors behind customer loyalty in retail banking. The major objective of this study is to investigate the main antecedents of satisfaction in service sector like retail banking. In comply with this; in particular, this study sought the answers of the following questions: Research question 1:

What is the role of dimensions of service quality in the formation process leading to overall customer satisfaction? There are various...
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