1.1 OVERVIEW OF INDUSTRY AS A WHOLE:Financial services refer to services provided by the finance industry.

The finance industry encompasses a broad range of organizations that deal with the management of money. Among these organizations are credit unions, banks, credit card companies, insurance companies, consumer finance companies, stock

brokerages, investment funds and some government sponsored enterprises. As of 2004, the financial services industry represented 20% of the market capitalization of the S&P 500 in the United States. According to the Global 2000 (annual report by Forbes), seven of the worlds top 10 companies belonged to the financial industry. These included Citigroup, Bank of America, HSBC Holdings and JPMorgan Chase. Their combined revenues in 2007 were worth $645 billion, down from the 2006 high of $785 billion. According to the Fortune 500 rankings, in 2006 financial services generated $257 billion in profits, a third of total Fortune 500 profits. In 2008, however, they lost a staggering $213 billion, a total swing of $470 billion. Big players on the list, such as Citigroup and Bank of America, may only be alive today thanks to government money.

The finance industry is an industry in itself as well as an ancillary that supports other industries. Trade and commerce across the world would come to a standstill if there was no means to fund, pay and protect the transactions, hence the need for governments to support the financial services industry when companies that are too big to fail are close to collapse. INDIAN FINANCE INDUSTRY Financial services organizations are striving to achieve

increasingly ambitious profit and growth targets against a background of heightened risk, regulation and market pressures.

Customer needs and expectations are evolving in the face of increasing personal wealth, more private funding of pensions and health care and the desire for ever more accessible and personalized financial products and services. In turn, intense competition has squeezed industry margins and forced

organizations to cut costs while still seeking to enhance the quality of client choice and service. The battle for talent is also heating up as companies seek to enhance innovation, customer loyalty and investmentreturns.

The corollary of this market evolution is increasing risk as products become more complex, organizations more diffuse and
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the business environment ever more uncertain. Regulation is also tightening in the wake of public and government pressure for improved governance, transparency and accountability. In this environment, the winners will be companies that can turn the challenges into opportunities to build stronger and more enduring customer relationships; sharpen process efficiency; unlock talent and creativity; use improved risk management processes to deliver more sustainable returns; and use new regulatory demands as a catalyst for strengthening the business and enhancing market confidence. The Automotive industry in India is one of the largest in the world and one of the fastest growing globally. India manufactures over 17.5 million vehicles (including 2 wheeled and 4 wheeled) and exports about 2.33 million every year. It is the world's second largest manufacturer of motorcycles, with annual sales exceeding 8.5 million in 2009. India's passenger car and commercial vehicle manufacturing industry is the seventh largest in the world, with an annual production of more than 3.7 million units in 2010. According to recent reports, India is set to overtake Brazil to become the sixth largest passenger vehicle producer in the world, growing 16-18 per cent to sell around three million units in the course of 2011-12. In 2009, India emerged as Asia's fourth largest

exporter of passenger cars, behind Japan, South Korea, and Thailand. As of 2010, India is home to 40 million passenger vehicles and more than 3.7 million automotive vehicles were produced in India in 2010 (an increase of 33.9%), making the country the second fastest growing automobile market in the world. According to the Society of Indian Automobile Manufacturers, annual car sales are projected to increase up to 5 million vehicles by 2015 and more than 9 million by 2020. By 2050, the country is expected to top the world in car volumes with approximately 611 million vehicles on the nation's roads. A chunk of India's car manufacturing industry is based in and around Chennai, also known as the "Detroit of India" with the India operations of BMW, Ford, Hyundai and Nissan

headquartered in the city. Chennai accounts for 60 per cent of the country's automotive exports. Gurgaon and Manesar in Haryana are hubs where all of the Maruti Suzuki cars in India are manufactured. The Chakan corridor near Pune, Maharashtra is another vehicular production hub with companies like General Motors, Volkswagen, Skoda, Mahindra and Mahindra, Tata Motors, Mercedes Benz, Fiat and Force Motors having assembly plants in the area. Ahmedabad with the Tata Nano plant, Halol with General Motors, Aurangabad with Audi, Kolkata with
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Hindustan Motors, Noida with Honda and Bengaluru with Toyota are some of the other automotive manufacturing regions around the country. FINANCE INDUSTRY IN KERALA The most essential element in the process of development and growth of the country is finance. The economy of a country becomes crippled without the flow of finance and the economic growth is stunted. Monitory resources can be channelized only with the help of a proper financial infrastructure. An effective financial system in the form of banks and financial institutions offer economical lending and borrowing. Kerala boasts of a well-developed financial infrastructure. With progressing time Kerala financial system has attained a high benchmark. There are many prominent participants in the finance sector in kerala . They includes Kotak Mahindra Prime Limited, HDFC, Sundaram Finance and so on.

INDUSTRY ANALYSIS KEY PLAYERS IN FINANCE INDUSTRY Indian Automobile Loan Industry involves a lot of credit providers. It is because of Indian automobile market is one of the fast
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growing largest markets in the world. Compared with the European market, American market and the Japanese market, the specialty of Indian market is that it accepts all price range of vehicles .On the basis of nature of business, automobile car providers are mainly classified as follows: MAJOR PLAYERS The major players of the Finance Industry can be categorized into 2 groups. They are as shown in Fig 2-1 : Fig -1 MAJOR PLAYERS IN FINANCE INDUSTRY

Major players

Non-Banking Financial Institutions

Banking Financial Institutions

BANKING AND FINANCIAL INSTITUTIONS: There are many Banking and Financial institutions in India. The major institutions among them are stated in Tab-1: Tab-1 BANKING AND FINANCIAL INSTITUTIONS IN INDIA LEADING NATIONAL BANKS State Bank group LEADING PRIVATE BANKS

ICICI Bank

Axis Banks

HDFC Bank

Union Bank

Kotak Mahindra Prime Limited

Saraswat Coperative Bank

Tata Motors finance Limited

Standard Chartered Bank

Financial Services Company of Fiat

Citi Bank

Citicorp MarutI

Sundaram Finance

Associate Finance

COMPETITOR ANALYSIS The industry holds a number of efficient and eminent competitors. The major competitor involves: ICICI Bank. HDFC Bank. Reliance Capital Limited. Axis Bank. State Bank Group. Mahindra Finance. Co-operative Bank. KSFE. Sundaram Finance. South Indian Bank Limited. The financial statuses of various competitors are:
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Tab -2

COMPETOTORS STATUS

ICICI Bank HDFC Bank Axis Bank Kotak Mahindra IndusInd Bank YES BANK Federal Bank Karur Vysya JK Bank ING Vysya Bank
KMB

Market Net Net Total Cap. Interest Profit Assets (Rs. cr.) Income 1,060.20 122,110.91 25,974.05 5,151.38 363,399.71 2,559.15 119,058.23 19,928.21 3,926.39 277,352.61 1,305.95 480.90 287.50 322.25 460.55 420.20 849.20 328.35
KMF price

Last Price

53,789.58 15,154.81 3,388.49 242,713.37 35,436.15 13,396.64 11,186.82 7,873.78 4,913.82 4,116.73 3,972.60
KMB

4,303.56 3,589.36 4,041.74 4,052.03 2,217.69 3,713.13 2,694.06

818.18 577.32 727.13 587.08 415.59 615.20 318.65

50,850.66 45,635.85 59,007.00 43,675.61 21,993.49 50,508.15 33,880.24

Tab -3 COMPARISONS WITH COMPETITORS Balance Sheet Kotak ICICI HDFC Axis Bank Mahindra Bank Bank Mar '11 Mar '10 Mar '11 Mar '11 Capital and Liabilities: 368.44 1,114.89 465.23 410.55 Total Share Capital 368.44 1,114.89 465.23 410.55 Equity Share Capital 0.00 0.00 0.00 0.00 Share Application Money 0.00 0.00 0.00 0.00 Preference Share Capital 6,464.95 50,503.48 24,914.04 18,588.28 Reserves 0.00 0.00 0.00 0.00 Revaluation Reserves 6,833.39 51,618.37 25,379.27 18,998.83 Net Worth 29,260.97 202,016.60 208,586.41 189,237.80 Deposits 11,723.95 94,263.57 14,394.06 26,267.88 Borrowings 40,984.92 296,280.17 222,980.47 215,505.68 Total Debt 3,032.36 15,501.18 28,992.86 8,208.86 Other Liabilities & Provisions 50,850.67 363,399.72 277,352.60 242,713.37 Total Liabilities Kotak ICICI HDFC Axis Bank Mahindra Bank Bank Mar '11 Mar '10 Mar '11 Mar '11 Assets
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Cash & Balances with RBI Balance with Banks, Money at Call Advances Investments Gross Block Accumulated Depreciation Net Block Capital Work In Progress Other Assets Total Assets Contingent Liabilities Bills for collection Book Value (Rs)

2,107.72

27,514.29

25,100.82

13,886.16

363.26

11,359.40

4,568.02

7,522.49

29,329.31 181,205.60 159,982.67 142,407.83 17,121.44 120,892.80 70,929.37 71,991.62 831.80 7,114.12 5,244.21 3,426.49 406.20 3,901.43 3,073.56 1,176.03 425.60 0.00 3,212.69 0.00 2,170.65 0.00 2,250.46 22.69

1,503.33 19,214.93 14,601.08 4,632.12 50,850.66 363,399.71 277,352.61 242,713.37 12,291.30 694,948.84 559,681.87 429,069.63 4,470.06 92.74 38,597.36 463.01 28,869.10 545.53 57,400.80 462.77

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1.2 BUSINESS PERFORMANCES:PRODUCT MIX Product Mix contains mainly the following 2 contents : 1. High yield products where the risk is high like : - Personal loan. - Used Car Financing. 2. Low yield products where the risk is low like : - New car financing. SCHEMES A) Margin Money Scheme In this scheme KMPL part finance the car from 65% - 90% for certain models. The customer will have to make down payment for the margin amount. The financed amount can be repaid through Equated Monthly Installments. B) Advanced EMI Scheme In this scheme the customer has to pay few installments upfront. The balance is payable through EMI. It helps the customer to pay off the loan faster.

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CUSTOMERS OF KMPL The customers of KMPL are of two types : 1. External customers: includes the customers and dealers. 2. Internal customers: includes all the employees. MARKET SEGMENTATION It can be in two ways. They are product wise segmentation and customer wise segmentation. Product wise segmentation like luxury cars, premium cars, standard cars, new cars and used cars. Customer wise segmentation like government, employees. Businessmen. NRIs etc. MANAGEMENT STYLE OF KOTAK (Working of MBO) The entire working of Kotak Mahindra is based on MBO (management by objectives). In each quarter every division has to decide its own objectives and targets. This target is fixed by superiors and subordinates jointly. So each person has Key Results Area (KRA ) and that person is reasonable for achieving his targets. KRA can be function wise and target wise. Sometimes they may have to redefine KRAs due to the impact of external environment. For example, if KRA is defined on the basis of expectation that the industry will grow by 10 and it may decline by that much percentage instead of growing. In such cases KRAs will
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be redefined. Senior sales manager is responsible for state wise sales target and Senior Sales Executive is responsible for functional targets. In each quarter company makes appraisal on the performance of that quarter. It follows 360 degree methods of appraisal. So each one will be evaluated by himself, superiors and subordinates. As per the appraisal they categorize the

performances as mentioned below:

APPRAISAL CRITERIA Outstanding above target 150%

Exeeds expectation 150% above target

100%-

Meets expectation 100% of target

80%-

Below expectations 80% of target

below

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The salary and incentives in Kotak is based on performance. So outstanding and exceeds expectation performance will invite higher salary, incentives and promotion, performance below expectation will be counted as bad performance.

1.3

LIMITATIONS:-

The following are the limitations that are observed in the study. The survey is subjected to the bias and prejudius of the respondents. Hence, 100% accuracy cannot be assured. The researcher was carried out in a short span of time, where in the researcher could not widen the study. The study could not be generalized due to the fact that researcher adapted personal interview method.

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1.4 OBJECTIVES:1. Measure job satisfaction of the employees of Kotak Mahindra. 2. To assess the general attitude of the employees towards Kotak Mahindra. 3. To assess the level of commitment across process and facilities. 4. To analyse the strengths and weakness of Kotak Mahindra as an organization

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1.5 RESEARCH METHODOLOGY:Research can be defined to be search for knowledge or any systematic investigation to establish facts. The primary purpose for applied research is discovering interpreting and the development of methods and systems for the advancement of human knowledge on a wide variety of scientific matters of our world and the universe. Research Methodology is initiated before undertaking the research and a foundation was laid in form of a research design, sampling, method of data collection and different analysis technique. Research Methodology can be defined as: 1) The analysis of the principles of methods, rules, and postulates employed by a discipline; 2) The systematic study of methods that are, can be, or have been applied within a discipline or a particular procedure or set of procedures POPULATION The main emphasis of the study was on employees working in Kotak Mahindra.

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RESEARC DESIGN A research design is considered as the framework or plan for a study that guides as well as helps in the data collection and analysis of data. Research can classify in one of three categories:

Exploratory research Descriptive research Causal research

These classifications are made according to the objective of the research. In some cases the research will fall into one of these categories, but in other cases different phases of the same research project will fall into different categories. Exploratory research has the goal of formulating problems more precisely, clarifying concepts, gathering explanations, gaining insight, eliminating impractical ideas, and forming hypotheses. Exploratory research can be performed using a literature search, surveying certain people about their experiences, focus groups, and case studies. When surveying people, exploratory research studies would not try to acquire a representative sample, but rather, seek to interview those who are knowledgeable and who might be able to provide insight concerning the relationship among variables. Case studies can include contrasting situations or benchmarking against
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an organization known for its excellence. Exploratory research may develop hypotheses, but it does not seek to test them. Exploratory research is characterized by its flexibility. Descriptive research is more rigid than exploratory research and seeks to describe users of a product, determine the proportion of the population that uses a product, or predict future demand for a product. As opposed to exploratory research, descriptive research should define questions, people surveyed, and the method of analysis prior to beginning data collection. In other words, the who, what, where, when, why, and how aspects of the research should be defined. Such preparation allows one the opportunity to make any required changes before the costly process of data collection has begun. There are two basic types of descriptive research: longitudinal studies and cross-sectional studies. Longitudinal studies are time series analyses that make repeated measurements of the same individuals, thus allowing one to monitor behaviour such as brand-switching. However, longitudinal studies are not necessarily representative since many people may refuse to participate because of the commitment required. Cross-sectional studies sample the population to make measurements at a specific point in time. A special type of cross-sectional analysis is a cohort analysis, which tracks an aggregate of individuals who experience the same event

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within the same time interval over time. Cohort analyses are useful for long-term forecasting of product demand. Causal research seeks to find cause and effect relationships between variables. It accomplishes this goal through laboratory and field experiments. The research associated to my project is DESCRIPITIVE RESEARCH. SAMPLE SIZE An Employee-based survey was conducted in which 40 people were asked to fill the questionnaire. I will be using statistical method for sample size determination. RESEARCH INSTRUMENTS The researcher has used a structured questionnaire as a research instrument tool which consists of open ended questions, multiple choice questions and dichotomous questions in order to get data. Thus, the questionnaire is the data collection instrument used in the study. All the questions in the questionnaire are organized in such ways that elicit all the relevant information that is needed for the study.

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SOURCES OF INFORMATION This project depends upon the primary as well as secondary sources which are as follows: Primary Sources: Primary data are data gathered for a specific purpose or for a specific research project. Primary source, (also called original source), is a term used in a number of disciplines to describe source material that is closest to the person, information, period, or idea being studied. Secondary Sources: Secondary data are data that were collected for another purpose and already exist somewhere. In library and information science, historiography and other areas of scholarship, a secondary source is a document or recording that relates or discusses information originally presented elsewhere. A secondary source contrasts with a primary source, which is an original source of the information being discussed. Secondary sources involve

generalization, analysis, synthesis, interpretation, or evaluation of the original information Most of the data collected by the researcher is PRIMARY DATA through personal interviews, where the researcher and the respondents operate face-to-face. DATA COLLECTION TOOLS

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Questionnaire: A questionnaire consists of a set of questions presented to respondents for their answers. Because of its flexibility, the questionnaire is by far the most common instrument used to collect primary data. Questionnaires need to be carefully developed, tested, and debugged before they are administered on a large scale. STASTICAL TOOL The statistical tools used for analysing the data collected are percentage method, bar diagrams and pie chart.

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2.1 PROFILE OF THE ORGANIZATION:Kotak Mahindra is one of India's leading financial organizations, offering a wide range of financial services that encompass every sphere of life. From commercial banking, to stock broking, to mutual funds, to life insurance, to investment banking, the group caters to the diverse financial needs of individuals and corporate. The group has a net worth of over Rs. 6,523 crore and has a distribution network of branches, franchisees, representative offices and satellite offices across cities and towns in India and offices in New York, London, San Francisco, Dubai, Mauritius and Singapore. The Group services around 6,2 million customers accounts. BOARD OF DIRECTORS BOARD OF DIRECTORS OF KOTAK MAHINDRA Mr. K.M.Gherda Mr. Uday Kotak - Executive Chairman - Executive Vice Chairman and Managing Director Mr. Anand Mahindra - Co Promoter of Kotak Mahindra Bank And

Vice Chairman and

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Managing Director of Mahindra and Mahindra

Mr. Cyril Shroff Mr. Pradeep N Kotak

- Co Promoter - Agri Division of Kotak and CompanyLimited

Mr. Shivaji Dam

- Managing Director Kotak Mahindra Old Mutual Life Insurance Limited.

Mr. C.Jayaram

Executive Director

HISTORY:Kotak Mahindra group was started in the year 1985 as Kotak Capital Management Finance Limited. Uday Kotak Sidney and Pinto are the promoters of the company. Industrialist Harshath Mahindra and Anand Mahindra took a stake in 1986. After that the company changed its name to Kotak Mahindra Finance Limited. 1986 - Kotak Mahindra Finance limited starts the business of Bill Discounting.

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1987 - Kotak Mahindra Finance Limited enters the Lease and Hire Purchase market. 1990 - The Auto Finance division is started. 1991 - The Investment Banking Division is started. Takes over FICOM, one of Indias largest financial retail marketing networks . 1992 - Enters the Funds Syndication sector. 1995 Brokerage and Distribution businesses incorporated into a separate company - Kotak Securities. 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 Primus Limited. Kotak Mahindra takes a significant stake in Ford Credit Kotak Mahindra Limited, for financing Ford vehicles. The launch of Matrix Information Services Limited marks the Groups entry into information distribution. 1998 - Enters the mutual fund market with the launch of Kotak Mahindra Asset Management Company. 2000 - Kotak Mahindra ties up with Old Mutual plc. for the

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Life Insurance business. Kotak Securities launches kotakstreet.com -itson-linebroking site. Formal commencement of private equity activity through setting up of Kotak Mahindra Venture Capital Fund. 2003 - Kotak Mahindra Finance Ltd. Converts to bank Kotak Mahindra Finance Limited (KMFL), the Non-Banking Financial Corporation (NBFC) started its operations in the year 1985 as car financers and since then has come a long way. Kotak Mahindra Finance Limited was converted into a bank as a conglomeration of six entities. They are Kotak Mahindra Capital Company( Investment Banking ), Kotak Securities (broking), Kotak Mahindra Limited (Auto finance), Kotak Mahindra Asset Management (Mutual funds) old Mutual Kotak Mahindra (Life Insurance) and Kotak Mahindra Primus ( Auto Finance) . Kotak Group The ventures of Kotak group involves the following : Kotak Mahindra Bank Limited. Kotak Mahindra Capital Company. Kotak Mahindra Old Mutual Life Insurance Limited. Kotak Mahindra Asset Management Company Limited. Kotak International Business.
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KOTAK MAHINDRA BANK LIMITED Kotak Mahindra Bank is the flagship company of the Kotak group. The company was incorporated as Kotak Mahindra Finance Company Limited in the year 1985. In February 1003, the company was given the license to carry on banking business by Reserve Bank of India ( RBI). It was the first company to convert to a bank. With the conversion into a bank, retail liabilities , treasury and corporate banking segments have been also added company to convert to bank. With the conversion into a bank, retail liabilities, treasury and corporate banking segments have also been added. The products of the bank include the following: Retail Banking. Commercial Vehicles. Home Loans. Personal Loans. Wealth Management. Corporate Banking. Treasury.

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KOTAK MAHINDRA CAPITAL COMPANY LIMITED Kotak Mahindra Capital Company Limited (KMCO) , Indias premier investment bank is a strategic joint venture between Kotak Mahindra Bank ( holding 55%) and Gold Sachs ( holding 25% ) KMCC offers full services investment banking solutions to its clients by combining the global reach and expertise of the Goldman Sachs and the local knowledge and skills of Kotak Mahindra. KMCC identifies structures and executes diverse transactions and provide innovative solutions to corporate and government enterprises. Transactions include mergers and acquisitions , divestitures and issuance and debt and equity. Within mergers and acquisitions, KMCC structures and executes a wide range of domestic and cross border transactions including acquisitions divestitures merger joint venture corporate

restructuring tender offers and defences against unsolicited takeover attempts. KOTAK SECURITIES LIMITED Kotak Securities limited , a strategic joint venture between Kotak Mahindra Bank Limited ( holding 75% ) and Goldman Sachs ( holding 25%) is one of Indias largest brokerage and securities distribution house in India.
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The Private Client Group (PCG) of the company provides value added investment advisory services to the high net worth individuals. NRI investors, trusts , corporate and Banks. The investment product range offered by PCG covers investment and trading, equity derivatives, portfolio management IPOs and Mutual Funds. Kotak Securities is also a Depository Participant with National Securities Depository limited ( NSDL) and Central Depository Services Limited (CDSL) providing dual benefit service wherein the investors can use the brokerage services of the company for executing the transactions and the depository services for settling them. OM KOTAK MAHINDRA LIFE INSURANCE LIMITED:OM Kotak Mahindra Life Insurance company limited ( OMKM) is a joint venture between Kotak Mahindra Bank ( holding 74%) and Old Mutual ( holding 26%). Old Mutual Plc, a UK based financial services group with 158 years of experience in insurance and banking is a fortune 500 company listed London Stock Exchange. OMKM offers a wide range of innovative life insurance products aimed at making the Indian consumer financially independent. It operates through a wide networks of 40 branches across the
29

country. The company has 14 products including 3 group insurance products and 7 riders that can be added into the basic policy. The company now has a full range of products from pure insurance to saving products and market-linked products from childrens insurance to retirement solutions. KOTAK MAHINDRA ASSET MANAGEMENT COMPANY LIMITED:Kotak Mahindra Asset Management Company ( KMAMC) is the asset manager for Kotak Mutual Fund ( KMMF), which started operations in December 1998, manages assets of over Rs. 3900 crore contributed investors in various schemes. It operates through 23 branches all over the country. KMMF offers schemes catering to investors with varying risk appetites and return desires. It was the first house in the country to launch a dedicated gilt scheme investing only in government securities. The Mutual Funds mission is to offer a family of schemes for building investor wealth. The family of schemes compromise of diverse portfolios to suit different risk/ reward expectations of investors.

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KOTAK MAHINDRA PRIME LIMITED:Retail Finance in commercial vehicles, cars and personal loan is a traditional area of strength for Kotak Mahindra . As for most finance companies, Kotak Mahindra has invested a considerable amount of resources in vehicle financing. Kotak Primus the carfinancing unit is more impressive. Kotak Mahindra Prime Limited (KMPL) started with a joint venture between Kotak Mahindra Bank Limited (KMBL) and Ford Credit International Inc. (USA) (FCII) formed to finance all nonFord passenger vehicles. The joint Venture is dedicated to financing and supporting automotive and automotive related manufacturers, dealers and retail customers. The Company was incorporated on 28th February 1996 and commenced its operations on 1st November 1996. After incorporation and subsequent

commencement of the business by the joint venture. The business of financing non-Ford passenger cars and its related activities, previously carried out by KMFL are being undertaken by KMPL. In 2007 Kotak Mahindra Prime Limited because Kotak Mahindra Prime Limited and the Joint Venture has been cancelled. KMPL has retained its market leadership by developing and maintaining close relationship with manufacturers, dealers, direct marketing associates and individual customers. Currently KMPL is
31

the preferred financier for Hyundai. Mercedes Benz , Toyota, General Motors, Honda and Fiat. Additionally , it has good relationship and market share with Maruti, Telco and M & M.

Highlights of the Company: The company started with a joint venture between Kotak Mahindra Bank Limited ( formerly, Kotak Mahindra Finance Limited ) which holds 60 % of the equity share capital and Ford Credit International Inc., USA that holds the balance 40 % of the equity and 2007 it cancellers the joint venture. The company has been a significant player in the car finance market in the last 10 years. The company has been able to maintain increased disbursements year over year due to increased geographic reach and improved depth of distribution. The company gives inventory funding to dealers. The company has a distribution network across 53 locations in the country covering over 100 towns. The company enjoys good relationship with major

automobile manufacturers.

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 The delinquency ratios of the company are the best among the auto finance industry. The company has been consistently improving its profits since the last three years. The existing major competitors in the car finance are: Reliance Capital Limited. Axis Bank. HDFC Bank Limited. ICICI Bank Limited. Federal Bank. State Bank Of India. Sundaram Finance. Mahindra and Mahindra Finance. Kotak Cochin division started its operations in 1997. This Cochin Branch office operates as head office to other branches in Kerala. It controls the entire operations in the state. It has four branches in Kerala. They are in Kottayam, Trichur, Calicut and

Thiruvananthapuram. Trichur and Calicut branch started its operations in 1998 and Thiruvananthapuram branch started in 1999. Features :

33

 It is a profit Centre of KMPL. The business attitude towards customers is based on IRR. High level of automation. It controls the entire business of Kerala. Profit Centre Cochin branch is a profit centre of KMPL. Since its a profit centre it can decide its own lending rates. The Cochin division decides the rates and sends it to the corporate office Mumbai for approval. The corporate office may approve or disapprove it and inform the cent, which it takes reasonable. It is only in the case of minimum lending rate. Highest rate can go up to any figure. The Corporate Offices decision is based on certain parameters. They are: Operations cost. Delinquency rate. Margin ( difference between lending rate and borrowing rate) Product mix. VISION The vision of KMPL is: The Global Indian Financial Services Brand | Our customers will enjoy the benefits of dealing with a global Indian brand that best understands their needs and delivers customized pragmatic
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solutions across multiple platforms. We will be a world class Indian Financial service group. Our technology and best practices will be benchmarked along international lines while our understanding of customers will be uniquely Indian. We will be more than a repository of our customers savings. We, the group, will be a single window to every financial service in customers universe. The most preferred employer in financial services | A culture of empowerment and a spirit of enterprise attracts bright minds with an entrepreneurial streak to join us and stay with us. Working with a home-grown, professionally- managed company, which has partnership with international leaders, gives our people a perspective that in universal as well as unique. The most trusted financial services company | we will create an ethos of trust across all our constituents. Adhering to high standards of compliance and corporate governance will be an integral part of building trust. Value Creation | Value Creation rather than size alone will be our business driver. PRODUCTS AND SERVICES New Car Financing. Used Car Financing. Personal Loan.
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 Refinancing. Insurance Services. New Car Financing : It is the financing of new cars and maximum funding is 100 %. Used Car Financing : It is for financing the second hand or used cars and the maximum funding available is 80 %. Personal loan : Only existing customers can avail this facility. Those customers who paid over rage half of the total installments and did not make default in the payments of EMI will get personal loans. Refinancing : If the customer is a good customer and does not have a background of committing defaults, he will get refinancing facility after the payment of loan or when the hypothecation is over. Insurance : This is a service by Kotak to its own customers and others also. Kotak works as an intermediary or an agent between the client and the insurance company. Kotak has tie up with 3 insurance companies. They are HDFC CHUBB ,
36

Royal Sundaram , and Oriental Insurance. Through this service the non-customers of Kotak will become its customers. For the customers it makes the processing very easy not only at the time of opening the insurance but also when the case of claim occurs. Kotak gets commission for this service. It collects premium from customers and pay it to the insurance company. This service is for cars as well as for the two-wheelers also. KOTAK MAHINDRA PRIME LIMITED Kotak Mahindra Prime Limited is a subsidiary of Kotak Mahindra Bank Limited primarily formed to finance all passenger vehicles. KMPL is Indias largest car finance company. The company is dedicated to financing and supporting the automobile form of loan for the entire range of passenger cars, multi utility vehicles and pre-owned cars. The company also offers inventory funding and infrastructure funding to car dealers. KMPL has preferred financer relationship with the various car manufacturers in India such as General Motors, Honda, Hyundai, Maruti, Toyota , M & M etc. KMPL has a robust delivery platform which is critical for a sustained growth.

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PRODUCT PROFILE Kotak Car Finance is one of the big player in the area of car finance. They extend finance to all models of cars. Kotak group extends finance to all cars through their company, KMPL. Types of Services KMPL has different types of services like: 1. Car Finance. 2. Dealer Finance. 3. Inventory Funding. CAR FINANCE KMPL offers a very flexible scheme to suit our needs, a hassle free documentation and quick processing. This causes the companys relations with the car manufacturers to give the maximum benefit of the most attractive deals in the market. our commitment is to get you into the drivers seat quickly while giving you some really smart options to choose from KMPL offers: The widest range of new and pre-owned cars. Attractive interest rate.
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 Flexible schemes. Speedy loan processing. New Car Finance The company offers loans up to 90 % of the ex-showroom price and flexible repayment theories as per the customers convenience. Margin money scheme The company provide finance for the acquisition of new cars up to 90% of the invoice value for certain models. The customer should pay the margin money (invoice value minus the finance amount) to the dealer directly. He also has an option to pay the margin of KMPL upon which we would release the entire invoice value to the dealer. Set up scheme. Increase in EMI after every year, 6 months or quarterly( depending upon your needs ) Best suited for the people who want luxury car experience.

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 Make payment on time with your growing income ( starting with low EMIs in the early period of repayment)

Low EMI, Balloon Scheme. 10%-25% of the cost of the car to be paid as last EMI. Reduced EMI for the entire tenure. Best for customers who want to dispose off their vehicle at the end of the tenure and are looking at affordable EMIs during the tenure. Advance EMI Scheme Make the payments of few monthly installments upfront. Balance payable through EMIs. Repay your loan much faster with the advance installments. Used Car Finance Owning a car can be a simple, easy and reliable experience with KMPL used car finance. The company offers up to 90% funding of

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the car value. The customers may also avail finance against your existing car. Pre-approved Loan Low ticket size loans: - Loan amount up to 1.5 lacs. - Minimum documentation. Preferred Segment Loan - Loan amount between 1.5 15 lacs. - Hassle free processing. Funding up to 85% with maximum tenure of 60 months. Approve your own loan For salaried employees: - Monthly installments equal 40 % of net salary. - Loan amount equals up to 3 times of your annual salary. Cash against your car. Avail this loan by pledging your existing car which is free from any loan/ hypothecation. Takeover of your existing car loan and generate cash

41

Its a loan taken over from the bank where the foreclosure amount is lesser than what KMPL actually funds on the assets. That is how the cash is generated and the customer get more than 100% finance. # Dealer Finance KMPL has vast experience in providing comprehensive solution to the wholesale funding requirement of over 125 automobile dealers across the various manufacturers. KMPL offers superlative experience to automobile dealers by catering to their entire spectrum of financial requirement through Single Window . This results in better response time to KMPLs esteemed customers. The various financial options available to the KMPL customers are: Inventory Funding

- Project Funding Term Loans.

- Setting up of CC/BG/LC through Kotak Mahindra Bank Limited.

42

KMPL also offers value added services such as Dealer Finance Restructuring and Specific Advisory Services to Dealers.

Term Loan Options Term loan is available to automobile dealers for setting up of new dealership expansion / renovation of showroom / workshop / supplementary working capital requirement. Equipment term loan is available to automobile dealers for purchasing the equipments for their service centre. Amortizing term loans is available to automobile dealers for purchasing the properties for The business expansions and new dealerships. Working capital term loan is available to automobile dealers to find core working capital / supplement the working capital requirements. # Inventory Funding Inventory Funding is available to automobile dealers to finance the working capital requirement. Retail linked trade Advance :

43

Dealer inventory funding facility is linked to retail business source through dealership counter. It is unsecured / semi-secured advances. Generally the exposure is capped at Rs. 1 crore based on the dealers working capital requirement and credit assessment. Wholesale finance facility : It is a semi secured advance available to automobile dealers and is linked with the Retail business. The maximum exposure under this is Rs. 5 Crore based on the dealers working capital requirement and credit assessment.

Floor Finance / Single Payment Gateway Plan : This caters to the entire working capital requirements. The facility is similar to the Cash Credit / Over Draft products of banks. The credit exposure is based on the dealers working capital requirement of credit assessment. Under this products , KMPL is the exclusive financier for inventory funding needs of the dealership. Criteria for applying loan through KMPL The following is the list stating the person, trust or companies who can avail loan from KMPL: - Salaried individuals in the age group of 21 years 65 years.
44

- Self-employed individuals in the age group of 21 years 65 years. - Partnership Firms - Public and Private Limited Companies. - HUFs and Trusts. Salaried Individuals Eligibility criteria: - Minimum age of applicant must be 21 years. - Maximum age of applicant at the time of loan maturity is 65 years. - Minimum income should be at least Rs. 1,00,000 per annum. - Minimum employment of 6 months. Documents required. Identity proof - passport , PAN card, election ID card or license. Income Proof latest salary slip with form 16. Address proof - ration card, license, ID card, passport, phone bill or PAN card. Salary Bank Statement. Self Employed Eligibility Criteria
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- Minimum age of the applicant must be 21 years. - Maximum age of applicant at the time of loan maturity must be 65 years. - Minimum employment at least 2 years in business. Documents Required. Identity proof - passport, PAN card, election ID card or license. Income Proof latest ITR Address proof - ration card , license, ID card, passport, phone bill or PAN card. Business Bank Statement Application Process. The process of applying loan in KMPL is a 7 steps process. The steps involved are : 1. Getting Information : The prospect can get the information on KMPL in a number of ways. This includes: - Send Mail to marketing@kotak.in - Visit KMPL or call up any Branch Office. - Apply on-line. - Can send SMS CF < followed by name of your city > at 5675788.
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2. Receiving KMPL office : Kotak offers tailor made schemes based on the customer needs and they are free to Choose from the schemes made available. 3. Documentation : Once the vehicles, product and scheme are finalized it will be fine for us to initiate the process of making finance available to the customers as soon as possible. In order to process the loan the application smoothly, the previously mentioned statements of the customers are essential. 4. Credit Evaluation : A field investigation officer will visit the customer for additional information that will help the company to process the customers loan. A KMPL credit officer will evaluate the customers proposal based on the documents submitted by the customer along with the FI report. 5. Processing of finance : After the credit approval, the company will enter into an agreement with the customer and collect the post dated cheques and ECS mandate.

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6. Delivery of Car : The time has finally arrived at this step, since at this point of time the customer can take the delivery of their own car. 7. Recovery Agreement : At the time of delivery, the customer must ensure that he collects the invoice from the dealer. Usually registration takes minimum 9 days to 10 days hence the customers are expected to follow up with their dealer / DSA for the receipt of the same. The customer must also make sure that the vehicle is insured under comprehensive insurance plans giving the during the loan period. The company will send the agreement copy and repayment schedule to the customer at their correspondence address within 15 days of the loan disbursal.

ALLIANCES AND PARTNERHIP KMCC is a strategic joint venture between Kotak Mahindra Bank limited and the Goldman Sachs group . The Brokerage, Distribution and Research functions are looked after by the Kotak Securities (KS) another joint venture with Goldman Sachs . KMCL together with KS is a full Service Investment Bank bringing to our

48

clients. The global reach and enterprise of Goldman Sachs and the local knowledge and the skills of Kotak Mahindra. For the employees: The company also has tie-ups with various external training bodies and institutions and provide our employees an easy access to open market programs on diverse topics through the year. INDUSTRY AFFILIATIONS : As an investment bank KMCC is registered with the SEBI and is also registered as a non-banking financial company with RBI. KMCC has a subsidiary company, Kotak Mahindra Securities Limited ( KMSL ) which looks after the debt broking and which is registered with NSE .The company is an active member of the Association of Merchant Bankers of India ( AMBI) . KMSL is a member of the Association of NSE members of India. The U.K subsidiary with the securities and futures Association and the US subsidiary with the Securities Exchange Commission. CERTIFICATIONS, AWARDS AND RECOGNITIONS Kotak Mahindra has received a number of Awards and Certifications at both the national and international levels. These recognitions is on its various field of functions including Banking, Insurance, securities, investment banking, asset management,
49

International asset management. Miscellaneous and wealth management. Banking :

ICAI Award : Excellence in Financial Reporting under Category 1 Banking Sector for the year ending 31st March, 2010 .

Asiamoney : Best Local Cash Management Bank 2010 IDG India : Kotak won the CIO 100 'The Agile 100' award 2010.

IDRBT : Banking Technology Excellence Awards Best Bank Award in IT Framework and Governance Among Other Banks' 2009 Banking Technology Award for IT Governance and Value Delivery, 2008.

IR Global Rankings : Best Corporate Governance Practices - Ranked among the top 5 companies in Asia Pacific, 2009 .
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 FinanceAsia : Best Private Bank in India, for Wealth Management business, 2009. Kotak Royal Signature Credit Card : Was chosen "Product of the Year" in a survey conducted by Nielsen in 2009

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

Euromoney :

Best Private Banking Services (overall), 2009 . Insurance : Outlook Money Kotak Platinum Advantage Plan - Ranked 1st in Type II ULIP category, 2008

Kotak Long Life Wealth Plus Plans - Ranked 4th in the Type I ULIPs category Securities:
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FinanceAsia Best Broker in India - 2010

CNBC Financial Advisor Awards Best Performing Equity Broker, 2008 & 2009

Asiamoney Brokers Poll Best Local Brokerage, 2006, 2007, 2008 & 2009 Best Analyst in India Sanjeev Prasad, 2005, 2006, 2007, 2008 & 2009

FinanceAsia Country Awards for Achievement Best Broker in India, 2006, 2009 & 2010

Thomson Extel Surveys Awards India's Leading Equity House, 2007

SuperBrands Council of India Business Super brand India, 2008 Investment Banking:

Finance Asia Best Investment Bank in India, 2010 Best Equity House in India, 2010 Best Broker in India, 2010

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Asia money Best Domestic Equity House, 2010 Best Local Brokerage in the Asia money Brokers Poll 2010

Global Finance Best Investment Bank in India, 2010

Euromoney Real Estate Poll Best Bank for Equity Finance in India, 2010

Asset Asian Awards Best Domestic Investment Bank, 2010

FinanceAsia Country Awards for Achievement Best Investment Bank in India, 2006, 2007, 2008, 2009 & 2010 Best Equity House in India, 2008 & 2010

Asiamoney Best Domestic Bank Awards Best Domestic Equity House, 2008, 2009 & 2010

IFR Asia India Equity House of the Year, 2008

Global Finance Best Investment Bank in India, 2008, 2009 & 2010

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Asset Asian Awards Best Domestic Investment Bank, 2006, 2007, 2008 & 2009

Asset management :

ICRA Mutual Fund Awards 2009 Kotak Liquid (Regular Plan) - Ranked as a Seven Star Fund for its 1 year performance Kotak Flexi Debt Fund - Ranked as a Five Star Fund for its 1 year performance Kotak Flexi Debt Fund - Ranked as a Five Star Fund for its 3 year performance Kotak 30 - Ranked as a Five Star Fund for its 3 year performance

International Asset Management:

Global Investor (Editorial Award) Asian Asset Manager of the Year, 2009

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Miscellaneous:

Businessworld 'Most Valuable CEO' overall, 2010 awarded to Mr. Uday Kotak, Executive Vice Chairman & Managing Director

CNBCTV 18 'Best Performing CFO in the Banking/Financial Services sector by CNBCTV 18 CFO Awards 2010 awarded to Mr. Jaimin Bhatt

GIREM GIREM awarded Kotak Realty Funds Group, the "Investor of the Year" Award for 2009

IBA Banking Technology Awards Best Use of Business Intelligence - up, 2008 Best Enterprise Risk Management - Runner up, 2008

The Great Places to Work Institute, India Best Workplaces in India, 2008

Hewitt 10th Best Employer in India, 2007, 2008 & 2009

Financial Insights Innovation Award Best Innovation in Enterprise Security Management in the Asia Pacific Region, 2009
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Frost & Sullivan Best Passenger Vehicle Finance Company in India, 2006

CNBC TV 18 Indian Business Leader of the Year, 2008 awarded to Uday Kotak, Executive Vice Chairman & Managing Director .

2.2

STATEMENT OF PROBLEM:-

Employee satisfaction research is an important communication tool because it stresses that: Employee satisfaction is important. Employees are valued. As frontline deliverers of the brand, employees views are vital and integral to the development of the organization. The bank is listening and employee suggestions for improvement will be considered. The bank recognizes the need for improvement Employee satisfaction survey is designed to measure organizational present satisfaction level for various parameters. It also helps to analyse success of various HR activities as

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satisfaction is direct result of these activities. The result of employee satisfaction survey shows the strong and weak areas in overall atmosphere in organization. This gives the inputs for action plan needed for improving the satisfaction in organization. The more satisfied employees improve the productivity resulting in higher revenues. It also helps to check attrition and cost associated with new recruitment. The employee satisfaction survey is not an isolated event, but rather the beginning of a continual improvement cycle. Employee satisfaction survey process provides one of the quickest and actionable feedbacks.

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2.3

MANAGERIAL USEFULNESS OF THE STUDY:-

To help the management of the bank to know about the actions to be taken to increase the level of satisfaction of the employees.

The study helps in finding the weaknesses, if any in the organization and the steps taken to avoid them. The suggestions from the employees will help management to make changes in the desired field.

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1. Sr.no 1 2 3 4 5

How long has you worked for Kotak Mahindra? Work with Kotak Mahindra Less than one year One year to less than two year Two year to less than five year Five year to less than ten year Ten year or more Total Value 27 10 23 10 30 100 Percentage 27% 10% 23% 10% 30% 100%

Less than one year Two year to less than five year Ten year or more

One year to less than two year Five year to less than ten year

30%

27%

10% 23%

10%

COMMENT: - 30% employees are working more than ten year with Kotak Mahindra 27% working from less than one year , 23% working from more than two year, 10% are working from one year and 10% employees are working from more than five year with this bank.

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2.

Overall, how satisfied are you with Kotak Mahindra as an Employee?

S.no 1 2 3 4 5

Satisfaction Level Very Satisfied Satisfied Neither Satisfied nor dissatisfied Dissatisfied Very dissatisfied TOTAL

Value 24 36 20 17 3 100

Percentage 24% 36% 20% 17% 3% 100%

Very Satisfied Neither Satisfied nor dissatisfied Very dissatisfied 3% 17% 20%

Satisfied Dissatisfied

24%

36%

COMMENT: - 36% employees of the bank are satisfied with this bank as an employee 24% employees are very satisfied. 20% of employees are neither satisfied nor dissatisfied, 17% of employees are dissatisfied and remaining 3% of employees are very dissatisfied.

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3.

How satisfied are you that you understand the long-term strategy of Kotak Mahindra?

S.No 1 2 3 4 5

Satisfaction Level Very Satisfied Satisfied Neither Satisfied nor dissatisfied Dissatisfied Very dissatisfied TOTAL

Value 34 40 16 8 2 100

Percentage 34% 40% 16% 8% 2% 100%

Very Satisfied Neither Satisfied nor dissatisfied Very dissatisfied 2% 8% 16%

Satisfied Dissatisfied

34%

40%

COMMENT: - Most of the employees (40%) are satisfied that they understand the long term strategy of Kotak Mahindra, some of them (34%) very satisfied, (16%) of employees are neither satisfied nor dissatisfied, (8%) of employees are dissatisfied and very less no (2%) of employees are very dissatisfied.

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4.

Do you understand what Kotak Mahindra as a bank, is trying to achieve?

S.no 1 2

Understanding Level Yes No TOTAL

Value 96 4 100

Percentage 96% 4% 100%

Yes

No

4%

96%

COMMENT: - Majority of the employees (96%) of the bank understand what is objective & goal, less no of employee (4%) dont understand what Kotak Mahindra as a bank is trying to achieve

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5. Do your work give you a feeling of personal accomplishment? (a) Yes S.no 1 2 Yes No TOTAL (b) No Value 80 20 30 Percentage 80% 20% 100%

Yes

No

20%

80%

COMMENT:- Most of the employees (80%) work give them the feeling of personal accomplishment , some of them (20%) dont feel personal accomplishment from their work.

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6.

Do you receive any appropriate recognition for your contributions?

S.no 1 2 Yes No TOTAL

Value 84 16 100

Percentage 84% 16% 100%

Yes

No

16%

84%

COMMENT: - Majority of the employees (84%) receive appropriate recognition for their contribution, some of them (16%) did not receive any appropriate recognition.

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7.

How much confidence you have in the leadership of Kotak Mahindra?

S.no 1 2 3 More than enough Enough Less than enough TOTAL

Value 63 30 7 100

Percentage 63% 30% 7% 100%

More than enough

Enough

Less than enough

7% 30% 63%

COMMENTS:- Majority of the Employees (63%) of the bank have more than enough & some of them (30%) enough confidence in the leadership of this bank, very less no of employee (7%) has less than enough confidence in the leadership of Kotak Mahindra.

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8.

Your role at Kotak Mahindra? (a) Do you have enough authority to make decisions you need to make?

S.no 1 2 Yes No TOTAL

Value 84 16 30

Percentage 84% 16% 100%

Yes

No

16%

84%

COMENTS: - In Kotak Mahindra majority of the employees (84%) have enough authority to make decisions what they need to make, some of them (16%) dont have enough authority.

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(b)

How satisfied are you with the type of work that you do?

S.no 1 2 3 4 5

Satisfaction Level Very Satisfied Satisfied Neither Satisfied nor dissatisfied Dissatisfied Very dissatisfied TOTAL

Value 26 40 18 13 3 100

Percentage 26% 40% 18% 13% 3% 100%

Very Satisfied Neither Satisfied nor dissatisfied Very dissatisfied 3% 13% 18%

Satisfied Dissatisfied

26%

40%

COMMENT:- Majority of the employees (40%) are satisfied with their work what they do, some of them (26%) are very satisfied, (18%) of employees are neither satisfied nor dissatisfied, (13%) of employees are dissatisfied and (3%) very less no of employees are very dissatisfied.

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9. S.no 1 2

Did Kotak Mahindra provide as much initial training as you needed? Value Yes No TOTAL 64 36 100 Percentage 64% 36% 100%

Yes

No

36%

64%

COMMENTS: - Majority of the employees (64%) said that Kotak Mahindra provided initial training to as they needed

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10. Pay and Benefits (a) Is your salary fair for your responsibilities? S.no 1 2 Yes No TOTAL Value 74 26 100 Percentage 74% 26% 100%

Yes

No

26%

74%

COMMENT: - Majority of the employees (74%) salary is fair for their responsibilities but some of the employees (26%) salary is not fair for their responsibilities.

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FINDINGS:An employee's job satisfaction depends as much on the positive mental, spiritual, physical, and emotional resources the employee brings to the workplace, according to data gathered from 30 working employees on a three-year study of personal energy management and work-life balance. Human Performance Institute describes following ways employers can create a satisfying work environment: 1. There is a need of attention to find out that why employees are satisfied with their jobs. 2. About 81% employees believe that nature of their present job gives satisfaction to them. 3. Most of the employees believe that one-day is sufficient to do the work allotted to them. 4. 74% employees believe that job satisfaction provides the career opportunities. 5. As far as job security is concerned. 83 % employees feel secured.

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CONCLUSION:Every project at the end of it has some conclusion derived from the study of the project. Employee satisfaction has some shortcomings, which can be overcome by taking into account the suggestions that are given in the project. Employee satisfaction plays a very vital role in the success of the organization. So, every possible step should be taken for the satisfaction of the employees regarding their jobs. If the employees would be more satisfied with their jobs, the productivity would be increased satisfied employees are more committed, harder working and more productive In Kotak Mahindra, most employees are found to be satisfied with their jobs. The most common way of measurement is the use of rating scales where employees report their reactions to their jobs.

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RECOMMENDATIONS:Given below are the various suggestions from the researchers point of view which he feels must be implemented in the bank on order to enable it to work more effectively and overcome the various obstacles .which the employees are facing regarding job satisfaction. 1. Surprise inspections should be done in order to avoid ghost punching. 2. 3. Use of workers participation in management. Bank in the minds of the employees so as to improve the interpersonal relations in the organization 4. Employees should be induced top improve their productivity by the introduction of various incentive schemes. 5. Incentives should be directly linked with profits so as to improve the productivity of the employees. 6. Employees should be given job security to create the satisfaction in their minds towards their respective jobs. 7. Job satisfaction is the end feeling of a person after

performing a task so as to persons job must fulfilled his dominant needs and is consistent with his expectation and values, the job will be satisfying .
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8.

It is suggested the rewards and punishments should be equitable with other employees doing similar work.

9.

The supervisor must be able to find out that the employees have received amounts to what he perceived.

10. It is recommended to put suggestion boxes in every department in which the staff concerned can draw in there suggestion and possible solution to overcome the problems faced by them.

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BIBLIOGRAPHY

The information in this project is based on primary as well as secondary data which was collected from the following sources: BOOKS:1. Human Resource Management- CHABBRA T.N,3rd edition, 2006 Prentice Hall of India 2. 3. Personnel Management .Flippo Edwin B, 3rd edition, 2007 Human Resource Management- GUPTA C.B 1st edition,2006 Vikas publishing house ,Pvt ltd. Delhi

WEBSITES: http://www.pearsoned.co.in/Web/Home.aspxwww.wikipedia. org. http://www.askanswers.com/www.msthl.com http://www.gicareers.co.uk/www.expil.co.uk http://www.educationuk.org/ http://www1.youseemore.com/surrey/

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QUESTIONNAIRE Kotak Mahindra Employee Satisfaction Survey

Name Age. 21 to 34 55 or older Sex. 1. Male Female 35 to 44 45 to 54

How long has you worked for Kotak Mahindra? Less than one year One year to less than two years Two years to less than five years Five years to less than ten years Ten years or more

2.

Overall, how satisfied are you with Kotak Mahindra as an Employee? (a) (b) (c) (d) (e) Very Satisfied Satisfied Neither Satisfied nor dissatisfied Dissatisfied Very Dissatisfied

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3.

How satisfied are you that you understand the long-term strategy of Kotak Mahindra? (a) (b) (c) (d) (e) Very Satisfied Satisfied Neither Satisfied nor dissatisfied Dissatisfied Very Dissatisfied

4.

Do you understand what Kotak Mahindra as a Bank, is trying to achieve? (a) Yes (b) No

5.

Do your work gives you a feeling of personal Accomplishment? (a) (b) Yes No

6.

Do you receive any appropriate recognition for your contributions? (a) Yes (b) No

7.

How much confidence you have in the leadership of Kotak Mahindra? (a) (b) (c) More than Enough Enough Less than Enough

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8.

Your role at Kotak Mahindra. (a) Do you have enough authority to make decisions you need to Make? (a) Yes (b) No (b) How satisfied are you with the type of work that you do? (a) (b) (c) (d) (e) Very Satisfied Satisfied Neither Satisfied nor dissatisfied Dissatisfied Very Dissatisfied

9.

Did Kotak Mahindra provide as much initial training as you needed? (a) (b) Yes No

10.

Pay and Benefits (a) Is your salary fair for your responsibilities? (a) (b) Yes No

(b) Are there any benefits you would like added to Kotak Mahindra benefits package? Yes No What would you like added?

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11.

What types of incentives motivates you more? (a) (b) (c) Financial Objectives Non-Financial Objectives Both

12.

I am satisfied with the salary I draw. (a) (b) (c) (d) (e) Strongly Agree Agree Neutral Disagree Strongly Disagree

13.

I am satisfied with the lunch breaks, rest breaks. (a) (b) (c) (d) (e) Strongly Agree Agree Neutral Disagree Strongly Disagree

14.

I am satisfied with the administration in my office. (a) (b) (c) Strongly Agree Agree Neutral

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(d) (e) 15.

Disagree Strongly Disagree

The rest rooms / washrooms are clean, hygienic and well ventilated. (a) (b) (c) (d) (e) Strongly Agree Agree Neutral Disagree Strongly Disagree

16.

I am satisfied with my work. (a) (b) (c) (d) (e) Strongly Agree Agree Neutral Disagree Strongly Disagree

17.

What can Kotak Mahindra do to increase your satisfaction as an employee?

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