fm - india infolion -2
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K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES
A
Project Repot OnCustomer Satisfaction toward Service Provided by
India Infoline Company
At
Amreli Branch Under the Guidance of Mr. Arun Chaubey Branch Manager of
Under the Guidance of Mr. DR. Vishal Patidar
Institution
Submitted to
Gujarat Technological University - Ahmedabad
Prepared By:
Mandali ya H ir en Balvantray & L imbasia Satish VitthalbhaiM.B.A. Sem. II, Seat No - 013895
Seat No - 013973
K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES
Dr. Jivraj Mehta Vidhya Vihar Campus Lathi roadAmreli
Ph: (02792) 223509 fax: (02792) 223509
E-mail: [email protected]
Web: kkpimsamreli.com
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DIRECTORS RECOMMENDATION
TO,
The Registrar
Gujarat Technological University
Ahmedabad
Subject: MBA Summer Training Project Report
Respected Sir,
We are recommending the Summer Training Project entitled On Customer
Satisfasction Toward Service Provided by I ndia I nfoline Companyprepared by
Hiren & Satish at India infoline Ltd., Amreli Branch as the partial fulfillment of
the University
requirement for the award of MBA degree of Gujarat Technology University
Ahmedabad.
Date: - Thanking You,
Place: - Amreli Yours Faithfully
Director
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S T U D E N T D E C L A R A T I O N
We the undersigned student Hiren Mandaliya & Satish Limbasia of K. K. Parekh
Institute of Management Studies Amreli M.B.A. II Semester, hereby declare that,
the project on Customer Satisfaction is our own work.
In the partial fulfillment of Master Degree of Business Administration, We had
undergone project work at India Infoline Company under the guidance of Ms.
Arpita Vaghela K. K. Parekh Institute of Management Studies Amreli and
submitted to Gujarat Technological University, Ahmedabad.
This project work is our original work and has not been submitted to any where
earlier.
Date: Signature
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PREFACE
The training process is necessary for the full understanding of management courses as
a student of M.B.A only studying management subject is not enough. We also have
one practical subject of industrial training at any particular place for six week and
have to prepare a report of the same.
During this academic year we have taken training at India Infoline Ltd. gave us a
good experience of practical aspect. The work of preparing report is not possible by
only one parson; it is a result of knowledge and guidance of many persons. This
report covers fully information about Customer Satisfaction at India Infoline Ltd at
Amreli Branch.
In many cases of preparing report we are very thankful to the executive officers and
other members of India Infoline Ltd. who provide us all the information about theBranch.
We also thankful to Mr. Arun Chaubey (Branch Manager) who permitted us for
training at their Branch.
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Acknowledgement
We are very much thankful to our Dean of KKPIMS Mr. DR.Vishal Patidar because
he provides us Opportunity for doing the Summer Internship Programmed and its
only for him We have got the opportunity to know about the real corporate world
with the help of the company India Infoline Ltd., my internal guide Ms. Arpita
Vaghela helped us a lot to prepare our project and We have got all the important
guidelines regarding of our projects from her and our external guide Mr. Arun
Chaubey he has helped us a lot to collect all the information about the company and
he is the only guy who told us that in which area We should go actually for Our field
work and its only because of him We are able to know about market a little bit and
Mr. Jignesh, Mr. Rajiv these two person also helped us during our Training
programmed and they helped us to know about the practical market scenario . We end
this note by taking responsibility solely for any of the mistakes.
Thanking you
Hiren B. Mandaliya
&
Satish V. Limbasia
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EXECUTIVE SUMMARY
The title of the Project done at India Infoline Limited is A study on Customer
satisfaction towards the services provided by India Infoline with special reference to
Amreli office
The main objective of the study was to study the satisfaction level of brokerage, to
understand the satisfaction level of clients with India Infoline regarding tip, to
understand the satisfaction level of clients with India Infoline regarding trade
confirmation, to study the satisfaction level of flexibility provided by India Infoline,
to understand the satisfaction level of clients with India Infoline regarding service
provided by staff, to study the overall satisfaction level.
The type of research was Exploratory Research. The sampling used in this method is
convenience sampling method. The sources of the data for the study were primaryand secondary data. The questionnaire was prepared and administered to collect the
relevant primary data. The data collection method was based on questionnaire,
Telephonic & Personal Interview
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TABLE OF CONTENTS
NO. PARTICULARS PAGE NO.
1. INTRODUCTION12
2. INDUSTRIAL PROFILE14
2.1 History of the Stock Market 18
3. COMPANY PROFILE21
3.1 India Infoline Story of Glory 21
3.2 History of India Infoline 23
3.3 India Infoline Milestones 26
3.4 Competitor Details 32
4. FOURFUNCTION35
4.1 Human Resources Department 36
4.2 Marketing Department 40
4.3 Finance Department 42
4.4 Operation Department 47
5 RESEARCH METHODOLOGY 49
5.1 Meaning Of The Research 49
5.2 Objective Of The Study 50
5.3 Rational Of The Study 51
5.4 Literature Review 52
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5.5 Types of research 54
5.6 Limitation Of The Study 55
5.7 Variable 56
5.8 Method of Data Collection 57
5.9 Data Collection & Interpretation 58
6. FINDINGS & SUGGESTIONS75
7. CONCLUSION77
8. BIBLIOGRAPHY 79
9. APPENDIX81
9.1 Questionnaire 81
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1.INTRODUCTION
Customer satisfaction is a measure of how products and services supplied by a
company can meet the customers expectations.
Customer satisfaction is still one of the single strongest predictors of customer
retention. Its considerably more expensive to attract new customers than it is to keep
old ones happy. In a climate of decreasing brand loyalties, understanding customer
service and measuring customer satisfaction are very crucial.
There is obviously a strong link between customer satisfaction and customer
retention. Customer's perception of Service and Quality of product will determine the
success of the product or service in the market.
With better understanding of customers' perceptions, companies can determine the
actions required to meet the customers' needs. They can identify their own strengths
and weaknesses, where they stand in comparison to their competitors, chart out path
future progress and improvement. Customer satisfaction measurement helps to
promote an increased focus on customer outcomes and stimulate improvements in the
work practices and processes used within the company.
Customer expectations are the customer-defined attributes of your product or service
you must meet or exceed to achieve customer satisfaction.
There are many reasons why customer expectations are likely to change over time.
Process improvements, advent of new technology, changes in customer's priorities,
improved quality of service provided by competitors are just a few examples.
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2.INDUSTRY OVERVIEW
Bombay Stock Exchange is the oldest stock exchange in Asia with a rich heritage,
now spanning three centuries in its 133 years of existence. What is now popularly
known as BSE was established as "The Native Share & Stock Brokers Association"
in 1875.
BSE is the first stock exchange in the country which obtained permanent recognition
(in 1956) from the Government of India under the Securities Contracts (Regulation)Act 1956. BSE's pivotal and pre-eminent role in the development of the Indian
capital market is widely recognized. It migrated from the open outcry system to an
online screen-based order driven trading system in 1995. Earlier an Association Of
Persons (AOP), BSE is now a corporatised and demutualised entity incorporated
under the provisions of the Companies Act, 1956, pursuant to the BSE
(Corporatisation and Demutualisation) Scheme, 2005 notified by the Securities and
Exchange Board of India (SEBI). With demutualisation, BSE has two of world's best
exchanges, Deutsche Brse and Singapore Exchange, as its strategic partners.
Over the past 133 years, BSE has facilitated the growth of the Indian corporate sector
by providing it with an efficient access to resources. There is perhaps no major
corporate in India which has not sourced BSE's services in raising resources from the
capital market. Today, BSE is the world's number 1 exchange in terms of the number
of listed companies and the world's 5th in transaction numbers. The market
capitalization as on December 31, 2007 stood at USD 1.79 trillion . An investor can
choose from more than 4,700 listed companies, which for easy reference, are
classified into A, B, S, T and Z groups.
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The BSE Index, SENSEX, is India's first stock market index that enjoys an iconic
stature, and is tracked worldwide. It is an index of 30 stocks representing 12 major
sectors. The SENSEX is constructed on a 'free-float' methodology, and is sensitive to
market sentiments and market realities. Apart from the SENSEX, BSE offers 21
indices, including 12 sectoral indices. BSE has entered into an index cooperation
agreement with Deutsche Brse. This agreement has made SENSEX and other BSE
indices available to investors in Europe and America. Moreover, Barclays Global
Investors (BGI), the global leader in ETFs through its iShares brand, has created the
'iShares BSE SENSEX India Tracker' which tracks the SENSEX. The ETF enables
investors in Hong Kong to take an exposure to the Indian equity market.
BSE has tied up with U.S. Futures Exchange (USFE) for U.S. dollar-denominated
futures trading of SENSEX in the U.S. The tie-up enables eligible U.S. investors to
directly participate in India's equity markets for the first time, without requiring
American Depository Receipt (ADR) authorization. The first Exchange Traded Fund
(ETF) on SENSEX, called "SPIcE" is listed on BSE. It brings to the investors atrading tool that can be easily used for the purposes of investment, trading, hedging
and arbitrage. SPIcE allows small investors to take a long-term view of the market.
BSE provides an efficient and transparent market for trading in equity, debt
instruments and derivatives. It has a nation-wide reach with a presence in more than
450 cities and towns of India. BSE has always been at par with the international
standards. The systems and processes are designed to safeguard market integrity and
enhance transparency in operations. BSE is the first exchange in India and the second
in the world to obtain an ISO 9001:2000 certification. It is also the first exchange in
the country and second in the world to receive Information Security Management
System Standard BS 7799-2-2002 certification for its BSE On-line Trading System
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(BOLT). BSE continues to innovate. In recent times, it has become the first national
level stock exchange to launch its website in Gujarati and Hindi to reach out to a
larger number of investors. It has successfully launched a reporting platform for
corporate bonds in India christened the ICDM or Indian Corporate Debt Market and a
unique ticker screen aptly named 'BSE Broadcast' which enables information
dissemination to the common man on the street.
In 2006, BSE launched the Directors Database and ICERS (Indian Corporate
Electronic Reporting System) to facilitate information flow and increase transparency
in the Indian capital market. While the Directors Database provides a single-point
access to information on the boards of directors of listed companies, the ICERS
facilitates the corporates in sharing with BSE their corporate announcements.
BSE also has a wide range of services to empower investors and facilitate smooth
transactions.
Investor Services:
The Department of Investor Services redresses grievances of investors. BSE was the
first exchange in the country to provide an amount of Rs.1 million towards the
investor protection fund; it is an amount higher than that of any exchange in the
country. BSE launched a nationwide investor awareness programme- 'Safe Investing
in the Stock Market' under which 264 programmes were held in more than 200 cities.
The BSE On-line Trading (BOLT):
BSE On-line Trading (BOLT) facilitates on-line screen based trading in securities.
BOLT is currently operating in 25,000 Trader Workstations located across over 450
cities in India.
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BSEWEBX.com:
In February 2001, BSE introduced the world's first centralized exchange-based
Internet trading system, BSEWEBX.com. This initiative enables investors anywhere
in the world to trade on the BSE platform.
Surveillance:
BSE's On-Line Surveillance System (BOSS) monitors on a real-time basis the price
movements, volume positions and members' positions and real-time measurement of
default risk, market reconstruction and generation of cross market alerts.
BSE Training Institute:
BTI imparts capital market training and certification, in collaboration with reputed
management institutes and universities. It offers over 40 courses on various aspects of
the capital market and financial sector. More than 20,000 people have attended the
BTI programmes.
Awards:
The World Council of Corporate Governance has awarded the Golden PeacockGlobal CSR Award for BSE's initiatives in Corporate Social Responsibility
(CSR).
The Annual Reports and Accounts of BSE for the year ended March 31, 2006and March 31 2007 have been awarded the ICAI awards for excellence in
financial reporting.
The Human Resource Management at BSE has won the Asia - Pacific HRMawards for its efforts in employer branding through talent management at work,
health management at work and excellence in HR through technology
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2.1 HISTORY OF STOCK MARKET
History of stock market trading in the United States can be traced back to over 200
years ago. Historically, the colonial government decided to finance the war by selling
bonds, government notes promising to pay out at profit at a later date. Around the
same time private banks began to raise money by issuing stocks, or shares of the
company to raise their own money. This was a new market, and a new form of
investing money, and a great scheme for the rich to get richer. A little further on the
history timeline, more specifically in 1792, a meeting of twenty four large merchants
resulted into a creation of a market known as the New York Stock Exchange(NYSE).
At the meeting, the merchants agreed to meet daily on Wall Street to daily trade
stocks and bonds.
Further in history, in the mid-1800s, United States was experiencing rapid growth.
Companies needed funds to assist in expansion required to meet the new demand.
Companies also realized that investors would be interested in buying stock, partial
ownership in the company. History has shown that stocks have facilitated the
expansion of the companies and the great potential of the recently founded stock
market was becoming increasingly apparent to both the investors and the companies.
By 1900, millions of dollars worth of stocks were traded on the street market. In
1921, after twenty years of street trading, the stock market moved indoors.
History brought us the Industrial Revolution, which also played a role in changing the
face of the stock market. New form of investing began to emerge when people started
to realize that profits could be made by re-selling the stock to others who saw value in
a company. This was the beginning of the secondary market, known also as the
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speculators market. This market was more volatile than before, because it was now
fueled by highly subjective speculation about the companys future.
This was the pretext for appearance of such stock market giants as NYSE. History
books tell us that the reason the NYSE is so highly regarded among stock markets
was primarily because they only trade in the very large and well-established
companies. It acted as a more stable investment alternative, for people interested in
throwing their capital into the stock market arena. The smaller companies making up
the stock market formed into what eventually became the American Stock Exchange
(AMEX). Contrary to the 80-year old history, today the NYSE, AMEX, NASDAQ
and hundreds of other exchange markets make a significant contribution to the
national and global economy.
The growth in the number of market participants led the government to decide that
more regulation of the stock market was needed to protect those investing in stock.
History was made in 1934, when following the Great Crash, Congress passed the
Securities and Exchange Act. This act formed the Securities and Exchange
Commission (SEC), which, through the rules set out by the act and succeeding
amendments, regulates American stock market trading with the help of the
exchanges. It also includes overseeing the requirements for a company to issue stock
shares to the public and ensures that the company offers relevant information to
potential investors. The SEC also oversees the daily actions of market exchanges and
how they trade the securities offered.
Although historically, investing in stocks was a hobby for the rich, an average
person too soon came to realize the value of the investing in stocks vs. traditional
assets like land or a house.
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3.1 INDIA INFOLINE STORY OF GLORY
Circa 1995. A group of professionals formed a company called Probity Research &
Service Pvt Ltd. The name was later changed to India Infoline Ltd. The Objective
was to provide unbiased and independent information to market intermediaries and
investors. The quality of research soon caught the imagination of all major participant
in the financial market. In a span of 2 to 3 years the client list read like the whos who
of Indian financial market. The list included consulting firms like Mckinsey,
companies like Hindustan Lever ,Banks like Citibank, Rating agencies Like CRISIL,
D&B, FIs, FIIs, foreign brokers as well as leading Indian Brokers, The going was
smooth but not exciting !
One fine morning in early 1999, a colleague had a crazy idea that if the company
made all the research available free on the web, the number of users may well jump
from 250 to 2.5 million ! To make it true, the business required a reincarnation. And
the pre requisite was a death. It meant that the company put up all the information
free on the website and let go of all the revenues and profits. Worse, if the new avatar
failed, there would be no comebacks.
The idea was too compelling to worry about the consequences. Probity took a whole
hearted plunge. The advertisement, alongside, said it all. The new avatar business
model took off. And it took off like a rocket ! All employees, angel investors and well
wishers were ecastatic. Little did they know that the rocket would run out of fuel inmid air. Venture capitalists and private equity investors linedup to sign term sheets
without even looking at the balance sheet. India Infoline raised US$ 1 million in the
first round and completed the second round at the peak of dotcom euphoria
AROUND March 2000 and raised US$ 5 million.
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Circa 2001. The internet bubble started bursting faster than anybody could have
imagined. The dotcom suffix, which was the sexiest tail to any business name,
suddenly became the worst stigma to have. Funding disappeared completely,
regardless of valuation, business model or management depth. The company also had
a crash landing and was forced to jettison a number of plans including one to set up a
TV channel. India Infoline decided to narrow its focus on businesses where it could
leverage its core competencies to the maximum. The key business lines that emerged
were mutual funds, like insurance and E-brocking.
The company became havily dependent on its e broking business for survival. Theodds were against them. There was no money available from the private equity
investors at any valuation. All competitors were backed by institutions or had
abundant capital. The core Promoters of the company had little experience of
broking. To add to it, the market was hit by a scam. They also had their share of price
to pay and lessons to learn. It was difficult to retain people. Although devastating for
morale, but not surprising, most market observers had written them off.
There was a core group who never lost hope. They cut all possible costs and worked
on a bare bones structure. They survived against all odds and started capturing market
share. Not broking alone but mutual funds and life insurance businesses also grew
strongly. The company rose from strength to become the leading corporate agent in
life insurance and among the top retail players in mutual fund and brocking space.
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In the year 2000, India Infoline leveraged its position as a provider of financial
information and analysis by diversifying into transactional services, primarily for
online trading in shares and securities and online as well as offline distribution of
personal financial products, like mutual funds and RBI Bonds. These activities were
carried on by our wholly owned subsidiaries.
India Infoline broking services was launched under the brand name of
5paisa.com through our subsidiary, India Infoline Securities Private Limited and
www.5paisa.com, the e-broking portal, was launched for online trading in July 2000.It combined competitive brokerage rates and research, supported by Internet
technology besides investment advice from an experienced team of research analysts,
India Infoline also offer real time stock quotes, market news and price charts with
multiple tools for technical analysis.
Facilities
India Infolines main offices are located in approximately 4,000 square feet
of office space located in Mumbai, India. India Infoline Branches collectively occupy
an additional 10,000 square feet of office space located throughout India, As on
March 31, 2005, India Infoline has 73 branches across 36 locations in India.
Future plan
Expand the business in various cities of Amreli district. To cover maximum client of Amreli district. To put best efforts for providing maximum return to their client. Became the king of market in Amreli through best services.
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3.3 INDIA INFOLINE MILESTONES
Incorporated on October 18, 1995 as Probity Research & Services. Launched Internet portalwww.indiainfoline.comin May 1999. Commenced distribution of personal financial products like Mutual Funds and
RBI Bonds in April 2000.
Launched online trading in shares and securities branded as www.5paisa.comin july 2000.
Started Life Insurance agency business in December 2000 as a CorporateAgent of ICICI Prudential Life Insurance.
Become a Depositary Participant of NSDL in September 2001. Launched Stock messaging service in May 2003. Acquired Commodities broking License in March 2004. Launched Portfolio management service in Augest 2004. Listed on NSE and BSE on May 17, 2005 Listed Price of India Infoline share was 76 Rs Acquired NBFC License in May 2005. Acquired 75% stake holding in Moneytree Consultency services, which is a
distributor of Mortgage s and other Loan products, in October 2005.
Acquired 100% euity of Marchmont Capital Advisors Pvt Ltd in December2005 through which we have ventured in to Merchant Banking.
DSP Merrill Lynch Capital subscribed to convertible bonds aggregating Rs. 80crores in December 2005.
Bennett Coleman & Co Ltd (BCCL) invested Rs. 20 crores in India Infoline byway of preferential allotment in December 2005.
http://www.indiainfoline.com/http://www.indiainfoline.com/http://www.indiainfoline.com/http://www.5paisa.com/http://www.5paisa.com/http://www.5paisa.com/http://www.indiainfoline.com/ -
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Became a depositary participant of CDSL in June 2006. Merger of India Infoline Securities Private Limited with India Infoline Limited
in January 2007.
Entered into an alliance with Bank of Baroda for Baroda e-trading in February2007.
CLSA Institutional equities team joined us in 2007. Formed Singapore Subsidiary IIFL (Asia) Pvt Ltd in 2007. Mr. Arun K Purvar joined as independent director in March 2008. Received Best Broker in India award by Finance Asia in June 2008. Received Venture Capital License from SEBI in September 2008. Received in principal approval from SEBI for sponsoring Mutual Fund in
November 2008
Receive Insurance broking license from IRDA in December 2008. Received registration for Housing Finance Company from NHB in February
2009.
Entered into a strategic agreement with Interactive Brokers, LLC (USA) toprovide our clients direct market access to over 80 global exchange in 18
countries in July 2009.
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About India Infoline Ltd.
India Infoline Ltd. is a one stop Investment (financial services) shop, most
respected for quality of its advice, are a one- stop financial services shop, most
respected for quality of its advice, personalized service and cutting-edge technology.
Vision
India Infoline vision is to be the most respected company in the financial
services space.
India Infoline Group
The India Infoline group, comprising the holding company, India Infoline
Limited and its wholly-owned subsidiaries, straddle the entire financial services space
offerings ranging from Equity research, Equities and derivatives trading, Commodities
trading , portfolio Management Services, Mutual Funds, Life Insurance, Fixed deposits,
GoI bonds and other small savings instruments to loan products and investment
banking. India Infoline also owns and manages the websites www.indiainfoline.com
andwww.5paisa.com.
The company has a network of 596 branches spared across 345 cities and
towns. It has more than 500,000 customers.
India Infoline Ltd.
India Infoline Limited is listed on both the leading stock exchanges in India,
viz. the stock Exchange, Mumbai (BSE) and the National Stock Exchange (NSE) and is
also a member of both the exchanges. It is engaged in the businesses of Equities
broking, Wealth Advisory Services and Portfolio Management Services. It offers
http://www.indiainfoline.com/http://www.indiainfoline.com/http://www.5paisa.com/http://www.5paisa.com/http://www.5paisa.com/http://www.5paisa.com/http://www.indiainfoline.com/ -
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broking services in the Cash and Derivatives segments of the NSE as well as the Cash
segment of the BSE
A SEBI authorized Portfolio Manager; it offers Portfolio Management Services to
clients. These services are offered to clients as different schemes, which are based on
differing investment strategies made to reflect the varied risk-return preferences of
clients.
India Infoline Media and Research Services Limited.
The content services represent a strong support that drives the broking,
commodities, mutual fund and portfolio management services businesses. Revenue
generation is through the sale of content to financial and media houses, Indian as well
as global.
It undertakes equities research which is acknowledged by none other thanForbes as 'Be
st of the Web' and 'a must read for investors in Asia'. India Infoline research is
available not just over the internet but also on international wire services like
Bloomberg.
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India Infoline Commodities Limited.
India Infoline Commodities Pvt Limited is engaged in the business of
commodities broking. Our experience in securities broking empowered us with the
requisite skills and technologies to allow us offer commodities broking as a contra-
cyclical alternative to equities broking. We enjoy memberships with the MCX and
NCDEX, two leading Indian commodities exchanges, and recently acquired
membership of DGCX..
India Infoline Marketing & ServicesIndia Infoline Marketing and Services Limited is the holding company of India
Infoline Insurance Services Limited and India Infoline Insurance Brokers Limited.
(a) India Infoline Insurance Services Limited is a registered Corporate Agent
with the Insurance Regulatory and Development Authority (IRDA). It is the largest
Corporate Agent for ICICI Prudential Life Insurance Co Limited, which is India's
largest private Life Insurance Company.
(b) India Infoline Insurance Brokers Limited India Infoline Insurance Brokers
Limited is a newly formed subsidiary which will carry out the business of Insurance
broking. We have applied to IRDA for the insurance broking licence and the
clearance for the same is awaited.
India Infoline Investment Services Limited
Consolidated shareholdings of all the subsidiary companies engaged in loans
and financing activities under one subsidiary. Recently, Orient Global, a Singapore-
based investment institution invested USD 76.7 million for a 22.5% stake in India
Infoline Investment Services.
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3.4 COMPETITORS DETAILS
Following is the competitors of India Infoline ltd. India Infoline face cut
throught competition ageinst these companies
ANGEL BROKING PVT LTD.
Angel believes in reaching out to the customer at the farthest end rather than by
reaching out to them. The company in its endeavour to give its client the best has
opened up several branches all over Mumbai, which are efficiently integrated with
the Head Office.
Angel Broking Limited is primarily into retail stock broking, with a customer base of
retail investors, which has been increasing at a compounded growth rate of 100%
every year. The company has huge network sub-brokers in India, registered with
SEBI, who act as channel partners for the company.
MARWADI GROUP
Marwadi Group was incorporated in 1992 with the vision of providing superior
standards of executive financial services focusing on professionalism, speed and
ethics to a wider client's spectrum in India and proposed to start its operation in the
subcontinent & overseas.
Marwadi Group strength lies in its team of confident, young, talented, qualified and
experienced professionals to carry out different functions under the able leadership of
its management
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SHAREKHAN LIMITED
Sharekhan Limited offers online security broking and portfolio services to institutions
and large corporate houses as well as individual investors. Sharekhan Limited was
formerly known as SSKI Investor Services Private Limited. The company is based in
Mumbai, India.
KOTAK SECURITIES
Incorporated in 1994, Kotak Securities Limited, the leading stock broking house ofIndia is 100% subsidiary of Kotak Mahindra Bank. Company offering includes stock
broking through the branch and Internet, Investments in IPO, Mutual funds andPortfolio management service. It also offers portfolio management services to highnet worth individuals and corporate customers. Kotak securities also distributes arange of financial products, including company fixed deposits, mutual funds, initial
public offerings, secondary debt, equity, and small savings schemes.
ASHIT C. MEHTA
Asit C. Mehta Investment Interrmediates Ltd provides equity broking and researchbased advisory service to institutional investors like Banks, Insurance, Mutual Funds,Investment Entities of Institutional Investors, Foreign Financial Institutions, etc. Italso provide additional services like Organize visit to company under companyfundamental research coverage Analysis of conference call with major companies.
DANI SECURITIES
The team of Dani Shares & Stocks Pvt. Ltd. is made up of research analysts, financialanalysts, derivative strategists, arbitragers and dealers. Decades of experience have
enabled team members to outperform the market consistently, yielding the bestresults for clients.
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Dani Securities believe that our strength does not come from physical capacity butfrom an indomitable will to serve, succeed and make its clients prosper. The company
believe failures are only temporary setbacks and that their success comes from thesuccess of their clients.
ICICI DIRECT
ICICI Web Trade Limited (IWTL) maintains www.icicidirect.com (herein
after referred to as the "Website") whereas IWTL is an affiliate of ICICI Bank
Limited and the Website is owned by ICICI Bank Limited. IWTL has launched and
established an online trading service on the Website.
HDFC SECURITY
HDFC security is the subsidiary of HDFC (Housing Development FinancialCorporation). www.hdfcsec.com would have an exclusive discretion to decide thecustomers who would be entitled to its online investing services. www.hdfcsec.comalso reserves the right to decide on the criteria based on which customers would bechosen to participate in these services .The present web site (www.hdfcsec.com)contains features of services that they offer/propose to offer in due course. The launch
of new services is subject to the clearance of the regulators. i.e. SEBI, NSE and BSE.
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4.1HUMAN RESOURCES DEPARTMENT
The Human Resources Management (HRM) function includes a variety of activities,
and key among them is deciding what staffing needs you have and whether to use
independent contractors or hire employees to fill these needs, recruiting and training
the best employees, ensuring they are high performers, dealing with performance
issues, and ensuring your personnel and management practices conform to various
regulations. Activities also include managing your approach to employee benefits and
compensation, employee records and personnel policies. Usually small businesses
(for-profit or nonprofit) have to carry out these activities themselves because they
can't yet afford part- or full-time help. However, they should always ensure that
employees have -- and are aware of -- personnel policies which conform to current
regulations. These policies are often in the form of employee manuals, which all
employees have. Note that some people distinguish a difference between HRM (a
major management activity) and HRD (Human Resource Development, a profession).
Those people might include HRM in HRD, explaining that HRD includes the broader
range of activities to develop personnel inside of organizations, e.g., career
development, training, organization development, etc.
The India Infoline Human Resources team has brought out a HR portal that
includes all the details of the firm, which is specially design for the India Infoline
members. It gives details about the development of the organization , organization
structure, an overview of HR polices, the core team members who plays the key role
in upbringing the company, etc the manpower strength in India Infoline is very hugh
employees.
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3Business unit HR :-
Work out the manpower planning & forecasting at the begging of the financial
year
Recruit up to the level of the general manager.
Prepare job profile stating job title, job satisfaction, job responsibility, &
critical competencies.
Human resource planning is a process of the determining and estimating about
the number of people required or are in demand in the origination to carry out the
organizational activities and also to ensure the accurate availability of the personal.
It is a process of the finding right person at right place or job, at right time,
with right qualification, capable of effectively and efficiently completing those tasks
that will help the organization achieve its overall objectives. Human resource
planning translates the organizations objectives and plans into the number of works
needed to meet those objectives, without a clear- cut planning estimation of an
organizations human resource need is reduced to mere guesswork.
The actual process of human resource planning includes:-
Environmental scanning Organizational objectives and policies
HR programming HRP implementation Control and evaluation of programmed.
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4.2 MARKETING DEPARTMENT
INDIA INFOLINE one of the leading financial intermediaries and india's most
popular website for business and investment. Its Website has been rated as 'Best of
the Web' by Forbes, under the Asia Investing category.
Besides providing up-to-date and comprehensive information on business and
industry, It is also a leading investment intermediary for Mutual Funds, Bonds, ICICI
/ IDBI Bonds, Govt. Relief Bonds, Insurance, IPOs and Fixed Deposits in India. India
Infoline is direct brokers/ agents with leading financial institutions like RBI, UTI,
LIC, GIC, ICICI, IDBI and other private mutual fund like HDFC, Alliance,
Prudential ICICI, Templeton, TATA, HSBC, Standard & Chartered, Sun F&C, Birla,
DSP Merrill Lynch, Kotak, IL&FS, Sundaram, Zurich and Reliance.
The company has more than 500 Investor points in all the leading cities across India,with a team of trained and qualified investment advisors and 1500+associates (sub
brokers). Company e-broking web site 5paisa.com, which deals in shares, provides
you fast, secure and easy to use trading facilities combined with a wealth of
outstanding products and features. Thus, we are uniquely placed with both online and
offline presence to maximize customer satisfaction.
India Infoline is a growing organization, which is an ideal place for individuals with
high ambitions. The working atmosphere is highly charged with a young and
energetic team of qualified professionals.
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MARKETING STRATEGY OF INDIA INFOLINE
Market Positioning:Market positioning statements of India Infoline are At India Infoline we give
you single window service and We also ensure your comfort. So, India Infoline
focus on the consumers who prefer almost all investment activities at same place by
providing number of various financial services. At India Infoline a person can
purchase or sell shares, debentures etc. and at the same place also demat it. India
Infoline also provides other investment option to the same person at same place like
Mutual Fund, Insurance, Fixed Deposit, and Bonds etc. and help the person in
designing his portfolio. By this way India Infoline provides comfort to its customers.
Target Market:
India Infoline uses demographic segmentation strategy and segment people
based on their occupation. India Infoline uses selective specialization strategy for
market targeting. Target person for the India Infoline Stock Broking and India
Infoline Investment Service are persons who can work as sub-broker for the
companies. Companies focus on Advisors of Insurance and post office, Tax
consultants and CAs for making sub-broker.
Marketing channel System:India Infoline uses one level marketing channel for
investment product distribution. Sub-brokers work as intermediary between consumerand company. Company has both forward and backward flow of activity through
channel. Company distributes stationery, brokerage, and information forward to its
sub-broker. The sub-brokers send filled forms, queries, amount of investment etc.
back to the company.
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Training Channel Members:
India Infoline provides training to the sub-brokers because they will be viewed
as the company by the investors. The executives of India Infoline explain various new
schemes of investment to the sub-brokers with its objective, risk factors and expected
return. Company also periodically arrange seminar to guide sub-brokers.
Advertising and Promotion:
The objective of advertising of India Infoline is to create awareness about
services of India Infoline among investors and sub-brokers.India Infoline also publishes its weekly Stock Market Newsletter Market Mantra.
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Entails planning for the future of a person or a business enterprise to ensure a positive
cash flow. It includes the administration and maintenance of financial assets. Besides,financial management covers the process of identifying and managing risks.
The primary concern of financial management is the assessment rather than the
techniques of financial quantification.
Financial Manager looks at the available data to judge the performance of enterprises.
Managerial finance is an interdisciplinary approach that borrows from both
managerial accounting and corporate finance.
Some experts refer to financial management as the science ofmoney management.
The primary usage of this term is in the world of financing business activities.
However, financial management is important at all levels of human existence because
every entity needs to look after its finances.
Financial managers aim to boost the levels of resources at their disposal. Besides,they control the functioning on money put in by external investors. Providing
investors with sufficient amount of returns on their investments is one of the goals
that every company tries to achieve. Efficient financial management ensures that this
becomes possible. Strong financial management in the business arena requires
managers to be able to:
Interpret financial reports including income statements, Profits and Loss or P&L,
cash flow statements and balance sheet statements
Improve the allocation of working capital within business operations Review and fine tune financial budgeting, and revenue and cost forecasting
http://www.economywatch.com/finance/financial-management.htmlhttp://www.economywatch.com/finance/financial-management.htmlhttp://www.economywatch.com/finance/financial-management.htmlhttp://www.economywatch.com/finance/financial-management.html -
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Look at the funding options for business expansion, including both long andshort term financing.
Review the financial health of the company or business unit using ratioanalyses, such as the gearing ratio, profitper employee and weighted cost of
capital
Understand the various techniques using in project and asset valuations Apply critical financial decision making techniques to assess whether to
proceed with an investment
Apply critical financial decision making techniques to assess whether toproceed with an investment
Understand valuations frameworks for businesses, portfolios and intangibleassets
http://www.economywatch.com/finance/financial-management.htmlhttp://www.economywatch.com/finance/financial-management.htmlhttp://www.economywatch.com/finance/financial-management.htmlhttp://www.economywatch.com/finance/financial-management.htmlhttp://www.economywatch.com/finance/financial-management.htmlhttp://www.economywatch.com/finance/financial-management.htmlhttp://www.economywatch.com/finance/financial-management.html -
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4.4 OPERATION DEPARTMENT
Operation Department includes various product of the India Infoline company like:
Equity Account Mutual Funds Life Insurance Portfolio Management Service Commodity Account
The Process of opening Equity Account & Commodity Account are as under.
A person have to pay 555Rs. Cheque in favour of India Infoline Ltd. foropening the account and it is one time payment and Life time services.
Alongwith it, a person have to pay 10000Rs.Cheque as a Margin money. Cash payment is not allowed by company. Following document must required at the time of opening Account.
Pan Card
Address Proof
Bank Statement or Front page of passbook
Cancelled Cheque
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5. RESEARCH METHODOLOGY
Meaning Of The Research
Research is an academic activity and as such the term should be used in a technical
sense. Research is the search for the knowledge. Once can also define research as a
scientific and systematic search for relevant information on a specific topic. In fact,
research is an art of scientific investigation. a careful investigation or inquiry
specially through search for new facts in any branch of knowledge. Is also called
research.
Define and redefine problems, formulating hypothesis or suggested solution;
collecting, organizing and evaluating data; making deductions and reaching
conclusions and at last carefully testing the conclusions to determine whether they fit
the formulating hypothesis.
The manipulating of things, concept or symbols for the purpose of generalizing to
extend. Correct or verify knowledge, whether that knowledge aids in construction of
theory or in the practice of an art.
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5.1 OBJECTIVES
1. To study the satisfaction level of brokerage.
2. To understand the satisfaction level of clients with India Infoline regardingtips.
3. To understand the satisfaction level of clients with India Infoline regardingtrade confirmation.
4. To study the satisfaction level of flexibility provided by India Infoline.
5. To understand the satisfaction level of clients with India Infoline regardingservice provided by staff.
6. To study the overall satisfaction level.
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5.2RATIONAL OF THE STUDY
The purpose of the study is to know the expectations of those customers who trading
in INDIA INFOLINE LTD and the satisfaction levels of customers with the services
provided by the INDIA INFOLINE LTD.
Here the main purpose of the survey is to know the various factors that are very
important in satisfying the customers needs and to know how INDIA INFOLINE
LTD is ensuring its customers satisfaction.
The expectations of customers are vary from one customer to the other customer. It is
very difficult to any business firm to satisfy all the expectations of all customers but
there are some common factors that are essential to fulfill.
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5.3 LITERATURE REVIEW
In this 21st century the digital revolution has transformed the economy in to a
new economy which empowered the customer with new set of capabilities such as;
1.Access to greater amount of information, 2.Wider variety of available good and
services 3.Greater ease of interacting with the service provider.
This new capability in the new economy led the customer to market the
marketing and plays a very vital role in the growth of the market. It is essential in the
service industry in particular, place greater emphasis on the enablers leading to
customer satisfaction and customer retention. It is in this context is very important to
understand the customer requirements to provide value-(QSP - Quality, Service and
Price) and track and manage the customer satisfaction for retention and creation of
new customers.
In Service industry it is not enough if the product meets the functional
requirements of the customer, it should also meet certain other customer
expectations like the behaviors/attitude of the person who provides service. The
customer satisfaction is the combination of both technical features & human
behavioural aspects. The quality management only addresses the systems and
processes; service addresses the customer service independently. In todays new
economy, it is essential to address the enablers for customer satisfaction for business
growth with utmost importance as they are interdependent in nature.
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Customer satisfaction
Customer satisfaction can be represented as follows.
Customer satisfaction=Performance Features + Behavioural Features + Price.
Performance features address the issues on Conformance to the standards and
Variability and the behavioural aspects of service provider deals with the following
components of service which is a major enabler for the growth of the business as
indicated in the research publications.
If customer experience matches customer expectations, leads to customer
satisfaction and if customer experience doesnt match Customer Expectation, leads to
Customer dissatisfaction. On similar lines if it exceeds expectation leads to Customer
Delight.
The title of Article is Does customer satisfaction lead to profitability?
Author(s): Timothy L. Keiningham, Tiffany Perkins-Munn, Lerzan Aksoy.
Publisher: Emerald Group Publishing Limited
PurposeMany researchers have proposed a virtuous chain of effects from improved
customer satisfaction to profits. In particular, satisfaction is thought to improve share-
of-spending, which in turn leads to higher customer revenue and customer
profitability. This paper aims to examine these proposed linkages using data from the
institutional securities industry.
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5.4 TYPE OF RESEARCH
Exploratory Research.
The research design is usually conducted during the initial stage of the research
process. The preliminary activities undertaken to refine the problem into a
researchable one need not be formal or precise. The purpose of the exploratory
research process is to progressively narrow the scope of the research topic and to
transform discovered problems into defined ones, incorporating specific research
objectives.
Sample design
Sampling design The sampling method adopted for research work was
Convenience sampling method.
Sample size - The sample selected was 300.
Sampling UnitProfessionals includes Student, Proffessor, Retirred, Business man
and Others.
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5.5 LIMITATIONS OF THE STUDY
As the data will be collected through questionnaire, there are chances of biased
information provided by the respondent.
Heterogeneity among the respondents.
Inability to respond to the questionnaire due to lack of time.
The study is confined to the existing customers of INDIA INFOLINE LTD
only.
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5.6 VARIABLES OF THE STUDY
Dependent VariableOverall satisfaction
Independent Variable Brokerage, Tips, Trade confirmation, Flexibility, Customer
support, Speed of service, Clarity of information, Time taken to respond to telephone
enquiries, staff treating as a valuable customer.
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5.7 METHOD OF DATA COLLECTION
The sources of the data for the study were primary data and secondary data. The
questionnaire was prepared and administered to collect the relevant primary data as
well as Secondary data. The data collection method was based on Questionnaire and
Telephonic Interview.
Primary Data :Primary data are sought for their proximity to the truth and control over error.Data The Researcher collects to address the specific problem at hand theresearch question.The primary data are those, which are collected afresh and for the first time,
and thus happen to be original in character.
Secondary Data :Secondary Data have at least one level of interpretation inserted between the
event and its recording.The results of the study done by others and for different purposes than one forwhich the data are being reviewed.The secondary data are those, which have already been collected by some oneelse and which have already been passed through the statistical process.
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4.8 DATA ANALYSIS AND INTERPRITATION
1. Relationship between Customer Satisfaction and Brokerage
Here, we can see that maximum number of clients i.e., 186 clients are satisfied with
the service provided by India Infoline regarding brokerage charged, while in the
otherhand only 27 clients are dissatisfied with the brokerage charged.
Highly
Dissatisfied
Dissatisfied Neither
Satisfied Nor
Dissatisfied
Satisfied Highly
Satisfied
0 27 87 186 0
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2. Relationship between Customer Satisfaction and Tips
Here, we can see that maximum number of clients i.e., 113 clients are neither
satisfied nor dissatisfied with the service provided by India Infoline regarding tips
(Intraday, Delivery, Investment), while in the otherhand we can see that 94 clients are
satisfied with the service provided, and 86 clients are dissatisfied with the service
provided.
HighlyDissatisfied
Dissatisfied NeitherSatisfied Nor
Dissatisfied
Satisfied HighlySatisfied
6 87 114 93 0
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3. Relationship between Customer Satisfaction and Trade confirmation.
Here, we can see that maximum number of clients i.e., 61% of the clients are satisfied
with the service provided by India Infoline regarding trade confirmation, while in the
otherhand we can see that 14% of the clients are dissatisfied with the service
provided.
Highly
Dissatisfied
Dissatisfied Neither
Satisfied Nor
Dissatisfied
Satisfied Highly
Satisfied
0 42 69 183 6
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4. Relationship between Customer Satisfaction and Flexibility.
Here, we can see that maximum number of clients i.e., 52% of the clients aresatisfied with the service provided by India Infoline regarding flexibility, while in theotherhand we can see that 16% of the clients are dissatisfied by the service provided.
Highly
Dissatisfied
Dissatisfied Neither
Satisfied Nor
Dissatisfied
Satisfied Highly
Satisfied
3 48 90 156 3
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5. Relationship between Customer Satisfaction and Customer support.
Here, we can see that maximum number of clients i.e., 53% of the clients are satisfied
with the service provided by India Infoline regarding customer support, while in the
otherhand we can see that 16% of the clients are dissatisfied with the service
provided.
HighlyDissatisfied
Dissatisfied NeitherSatisfied Nor
Dissatisfied
Satisfied HighlySatisfied
9 48 81 159 3
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6. Relationship between Customer Satisfaction and Speed of service.
Here, we can see that maximum number of clients i.e., 51% of the clients are satisfied
with the service provided by India Infoline regarding speed of service, while in the
otherhand we can see that 20% of the clients are dissatisfied with the service
provided.
HighlyDissatisfied
Dissatisfied NeitherSatisfied Nor
Dissatisfied
Satisfied HighlySatisfied
12 60 69 153 6
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7. Relationship between Customer Satisfaction and clarity of information.
Here, we can see that maximum number of clients i.e., 125 clients are satisfied withthe service provided by India Infoline regarding clearity of information, while in the
othernhand we can see that 64 clients are dissatisfied with the service provided.
Highly
Dissatisfied
Dissatisfied Neither
Satisfied Nor
Dissatisfied
Satisfied Highly
Satisfied
9 63 96 126 6
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8. Relationship between Customer Satisfaction and time taken to respond to
telephone enquiries.
Here, we can see that maximum number of clients i.e., 153 clients are satisfied withthe service provided by India Infoline regarding respond to telephone, while in the
otherhand only 49 clients are dissatisfied with the service provided.
Highly
Dissatisfied
Dissatisfied Neither
Satisfied Nor
Dissatisfied
Satisfied Highly
Satisfied
3 48 90 153 6
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9. Relationship between Customer Satisfaction and staff treating as a
valuable customer.
Here, we can see that maximum number of clients i.e., 162 clients are satisfied with
the service provided by the staff (as a valuable customer) by India Infoline, while in
the otherhand we can see that 46 clients are dissatisfied with the service provided by
the staff people.
Highly
Dissatisfied
Dissatisfied Neither
Satisfied Nor
Dissatisfied
Satisfied Highly
Satisfied
0 45 90 162 3
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Percentage of clients according to gender group:
Male Female
245 55
Out of the total clients visited i.e., 82% belongs to male category and 18% belongs to
female category.
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Percentage of Clients with different age group:
20-30 31-40 ABOVE 40
117 181 2
Out of the total clients, majority i.e., 73% are professional. Followed by businessman,
which comprises of 21%. 1% are students, 4% belongs to other category (like
housewife, etc), and retired is 0 i.e., nil.
clients visited, and the leftover clients i.e., 1% (the least %) belongs to above 40 yearsage group
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Out of the total clients visited, majority i.e., 60 Out of the total clients, majority i.e.,
73% are professional. Followed by businessman, which comprises of 21%. 1% are
students, 4% belongs to other category (like housewife, etc), and retired is 0 i.e., nil.clients visited, and the leftover clients i.e., 1% (the least %) belongs to above 40 yearsage group% belongs to 31 years to 40 years age group, followed by 20 years to 30 years age
group which comprises of 39% Out of the total clients, majority i.e., 73% are
professional. Followed by businessman, which comprises of 21%. 1% are students,
4% belongs to other category (like housewife, etc), and retired is 0 i.e., nil.
clients visited, and the leftover clients i.e., 1% (the least %) belongs to above 40 yearsage groupof the clients visited, and the leftover clients i.e., 1% (the least %) belongs to above
40 years age group.
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Percentage of Clients with different occupation:
Professional Businessman Retired Student others220 62 0 4 14
Out of the total clients, majority i.e., 73% are professional. Followed by businessman,
which comprises of 21%. 1% are students, 4% belongs to other category (like
housewife, etc), and retired is 0 i.e., nil.
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Percentage of Customer connected to India Infoline as:
Demate a/c holder Commodities a/cholder Mutual fund customer Insurance
300 0 0 0
Here we can see that all the clients visited, (100%) are connected to India Infoline as
a Demat A/c holder, rather than giving any weightage to other financial products (like
Commodities A/C, Mutual fund, Insurance).
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Percentage of Customer connected to India Infoline since:
Less then 6months 6 months - 1Year 1-2 year More then 2 year
26 60 187 27
The maximum number of clients i.e., 62% of the total clients are connected to India
Infoline since 1-2 years, followed by 20% connected since 6 months to 1 year and the
least 9% in more than 2 years as well as less than 6 months.
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Percentage of Customer gathering information/ awareness about trading from
different sources:
TV Newspaper Friend Financial Advisor Others
58 15 43 37 147
Out of the total clients, majority i.e., 49% of clients gather information about trading
from the sources like mail, some web-sites (moneycontrol.com, bloomberg,
dnaindia.com),etc. Followed by 19% which gather information from television,15%
from friends, 12% from financial advisor, and the rest 5% from newspaper.
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Percentage of customer whose Main objectives of investment in Equities and
Mutual funds :
Risk Return Tax Benefit CapitalAppreciation Safety Liquidity Other
0 263 0 18 0 19 0
Maximum customers invest in Equities and Mutual funds for getting a good return,
which is obvious from the chart shown above.Here, we can see that mojority of the
clients visited i.e., 88% invest in equities for good return.6% for liquidity and rest 6%
for capital appreciation.
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Number of clients giving more weightage to the tips coming from:
Relationshipmanager TV
India Infoline TTAdvance tips Others
66 49 152 33
Out of the total number of clients visited, maximum i.e., 51% give more weightage
to the tips coming from India Infoline TT Advance tips. 22% of the client goes with
the tips coming from Relationship Manager, 16% goes with the tips coming from
television, and rest 11% goes with the tips coming from some other sources.
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6. FINDINGS & SUGGESTIONS
As the margin money of company is slightly high compare to otherCompanies, The Company have to maintain their Margin money.
Company have to improve their communication and give full servicesthroughout market time when relationship manager moves out of the
organization.
The Demat Account opening form covers the 86 Signature of the Client and itsvery more compare to other firms, so try to reduce Signature in the form.
The Company should maintain their Brockerage charges. The Most Client are satisfied with the Trade Confirmation, so continuously
provide this level service. The Company should improve their service in Speed of service, Clarity of
information & Telephone Inquiry.
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7. CONCLUSION
The company should come up with innovative ways of service at their doorsteps this may be a costly affair but will surely give positive results in the long
run.
The company should take the initiative of training the Relationship Managerabout the trading from time to time which also makes the Relationship
Manager connected to the company.
The company should focus on the advertising strategy and also the marketingof the product.
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8. BIBLIOGRAPHY
Referred Books:
Book Name - Marketing ManagementAuthor Name - Philip kotler
Publisher - Dorling Kindersley (India) Pvt. Ltd.
13th
Edition
Book Name - Business research methodologyAuthor Name - By C.R.Kothari
Publisher - Vikas publication housing Pvt.Ltd.
3nd
Edition
Websites:
http://WWW.INDIAINFOLINE.COM
http://WWW.5PAISA.COM
http://WWW.MONEYCONTROL.COM
http://WWW.CAPITALINE.COM
http://WWW.SHAREKHAN LTD.COM
http://WWW.ANGELBROKING.COM
http://www.indiainfoline.com/http://www.indiainfoline.com/http://www.moneycontrol.com/http://www.capitaline.com/http://www.indiabulls.com/http://www.indiabulls.com/http://www.capitaline.com/http://www.moneycontrol.com/http://www.indiainfoline.com/ -
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http://WWW.ICICIDIRECT.COM
http://WWW.HDFCSECURITY.COM
http://WWW.DANISECURITY.COM
http://WWW.MARWADISHARESLTD.COM
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9. APPENDIX
QUESTIONNAIRE
Name:_______________________________________________________
Mobile No.___________________
1. Gender:Male
Female
2. Age:a). Below 20
b). 21- 30
c). 31- 40
d). More then 50
3. Occupation:a). Businessman
b). Studentc). Professional
d). Retired Persone). Others (Please Specify)_________
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4. I am connected to India Infoline since:a).Less than 6 Monthsb). 6 months1 Yearc). 12 yeard). More than 2 year
5. I am gathering information/ awareness about trading from:a). T.V
b). Newspaperc) Friendsd). Financial Advisore) Others (Please specify) ______
6. Main objectives of investment in Equities and Mutual funds are:a). Riskb). Returnc). Tax benefitd). Capital Appreciatione). Safetyf). Liquidityg). Others (please specify)________
7. I give more weightage to tips coming from: (in %)a). Relationship manager _______
b). T.V ________c). India Infoline TT Advance tips ________d) Others (please specify) _______
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8. Satisfaction level with India Infoline.
Particulars HighlyDissatisfie
d
Dissatisfied
NeitherSatisfied
NorDissatisfie
d
Satisfied
HighlySatisfied
Brokerage
Tips(Intraday,Delivery,Investment)TradeConfirmation
Flexibility(Fundtransfer)5paisa.com
Customer Support
Speed of Service /
Product DeliveredClarity ofinformation oradvice provided
Time taken torespond totelephoneenquiries
Staff treating you