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TRANSCRIPT
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1
A
SUMMER TRAINING
REPORT
ON
CUSTOMER SATISFACTION TOWARDS
SECURITY MARKET
A Report Submitted In Partial Fulfillment for the Degree of
Masters in Business Administration
(Session 2012-2014)
Submitted To: Submitted By:
Prof. Dr. D.D. Arora Subhash Chand
Roll no- 49
Ms. Seema MBA-Final
Assit. Professor
University School of Management
Kurukshetra University
Kurukshetra
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ACKNOWLEDGEMENT
This project involves many helping hands. First of all I would like to thank all those, who help
me in completion the project and bringing out the timely submission of the report. I am also
grateful to the management of MITHUN SECURITY LTD. for allowing me to undergo a
project in their company providing all sorts of facilities and above all a learning experience.
I shall remain indebted to them for their guidance and whole hearted cooperation. I wish to
thank for them for their consistent moral support and the assistance they regularly provided me.
My summer training has added to my practical knowledge and built my confidence. Thanks
again to all the family members ofMithun Security Ltd. with the active support to whom I
was able to complete my project work successfully.
Last, but not the least, I am extremely thankful to my parents, and all my friends for their
unconditional support and ready assistance.
Subhash Chand
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DECLARATION
I, Subhash chand, student of MBA (2012-2014) from University school of Management,
Kurukshetra University, Kurukshetra, hereby declare that this project Customer
Satisfaction toward Security Market in jind has been genuinely undertaken wholly by me.All the details and reports here in are collected and analyzed done by me. The information in
this report has not been duplicate from any other source to the best of my knowledge.
Date:
Place: Subhash Chand
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EXECUTIVE SUMMARY
Mithun security the FINAPOLIS Ltd. is a stock Broking Company that deals
in shares. Apart from security broking Mithun is in to Demat services, Mutual
fund and Insurance services. It offers a wide range of financial services in order
to meet different individuals financial planning.
The project emphasizes on Customer satisfaction towards security market
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CONTENTS
Chapter
No.
Chapter Name Page no.
1 Industry Profile 6-9
2 Company Profile 10-14
3 Research Methodology 15-21
4 Study of Topic 22-23
5 Analysis and Interpretation 24-49
6 Findings and Conclusion 50-53
7 Suggestion 54-55
8 Bibliography 56-57
9 Appendix 58-70
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Chapter 1
Industry Profile
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Security Market in India
Indian securities markets have undergone many changes during the last decade. Exponential
growth in trading volumes is pushing existing trading systems and processes to capacity and
increasing settlement risk. With Indian market moving to a T+3 rolling settlement cycle in line
with global markets, SEBI is continuing its efforts to increase the efficiency and transparency
in Indian markets. This would result in lowering of trade costs and make Indian markets a more
attractive destination for global investors. Indeed it has been SEBI endeavor to make the Indian
markets, one of the most competitive and efficient markets of the world.
The move from a 5 day settlement period to a three day period requires firms to streamline
trading processes by way of a foolproof, faster, cost effective and universally acceptable mode
of communication among market participants. With changes happening in rapid succession,
derivatives markets looking to expand, the settlement risk are increasing and this is pushing the
need for Straight Through Processing (STP) and making it a pre-requisite for success of
smooth functioning of securities market with a settlement period of T + 3 or less.
Straight-through Processing (STP) involves electronically capturing and processing
transactions in one pass, from the point of first deal to final settlement. Current practices
involve costly multiple data re-entry from paper documents and other sources that are
susceptible to errors, discrepancies, delays and possible fraud.
STP enables orders to be processed, confirmed cleared and settled in a shorter time period,
more cost effectively and with fewer errors than under traditional methods such as phone, fax,
email etc. that require human intervention. It is the human element that slows the trade
processes, introduces errors and delays settlement.
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Broadly the benefits of STP can be listed as:
1. Reduced Settlement Cycle Reducing the settlement cycle, the time between execution to
settlement, will eliminate many of the risks associated with trade processing. Achieving
seamlessness will be an enabler for these shorter settlement cycles to assist both domestic and
cross-border trades in Indian securities. You cannot get to T+1 without seamless connectivity.
2. Transparency / Audit ability
Managing trades within a single automated process will improve the transparency of the trade
status for all parties and will enable organisations (and possibly the regulator) to monitor the
process in terms of effectiveness, adherence to regulation and will enhance problem resolution.
3. Reduces Counterparty Risk Once a trade has been executed there is an element of
uncertainty between all parties on the status of the trade and, indeed, whether the trade will
settle until it is matched at the exchange. We see in many markets that, for a great proportion
of the trades, matching does not take place until settlement date, leaving no time to repair the
trade for settlement on time. Trades agreed by all parties and set-up ready for settlement will
also reduce the exposure in the event of counter party failure.
4. Reduces Operational Risk Automating the process from execution through to settlement
will, by definition, reduce the manual processes and provide a more timely and accurate
process. In avoiding the delays and errors in this manual process you and your trading
counterparts will substantially reduce the exceptions. Exception processing is costly.
5. More timely exception processing Whilst STP will not eliminate all the errors, the point that
is often missed is that the earlier the trade is processed the earlier the exception will be
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identified. This will enable the timely resolution of any problems on the trade date to avoid
settlement failure and the costly process of resolution, correction and interest claims.
6. Performance Measurement It is often said that you cannot manage what you cannot measure.
This is true of the trade process and counterparty performance. Management of information
throughout the process will be the key to determine success, not only in your own process, but
also that of your counterparts. Measure against an industry code of practices and peer groups
will help to create the discipline in the market. We should not discount the possibility of
publishing performance tables - a case of naming and shaming - to further concentrate the
mind.
7. Improve attractiveness of Indian market Markets throughout the world are continually
looking for new investment opportunities. Foreign Investment into India will be determined,
not only, on investment opportunity but also on the
operational efficiency and risk profiles of the Indian market. Introducing a process with
regulatory oversight will only enhance India's profile and therefore its attractiveness to foreign
investment.
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Chapter 2
Company Profile
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Mithun Security Limited
Mithun security Limited, one of the cornerstones of the Mithun edifice, flows freely towards
attaining diverse goals of the customer through varied services. Creating a plethora of
opportunities for the customer by opening up investment vistas backed by research-based
advisory services. Here, growth knows no limits and success recognizes no boundaries.
Helping the customer create waves in his portfolio and empowering the investor completely is
the ultimate goal.
Mithunis a premier integrated financial services provider, and ranked among the top five in the
country in all its business segments, services over 16 million individual investors in various
capacities, and provides investor services to over 300 corporate, comprising the who is who of
Corporate India. Mithun covers the entire spectrum of financial services such as Stock broking,
Depository Participants, Distribution of financial products - mutual funds, bonds, fixed deposit,
equities, Insurance Broking, Commodities Broking, Personal Finance Advisory Services,
Merchant Banking & Corporate Finance, placement of equity, IPOs, among others. Mithun has
a professional management team and ranks among the best in technology, operations and
research of various industrial segments.
The birth of Mithun was on a modest scale in 1981. It began with the vision and enterprise of a
small group of practicing Chartered Accountants who founded the flagship companyMithun
Consultants Limited. We started with consulting and financial accounting automation, and
carved inroads into the field of registry and share accounting by 1985. Since then, we have
utilized our experience and superlative expertise to go from strength to strengthto better our
services, to provide new ones, to innovate, diversify and in the process, evolved Mithun as one
of Indias premier integrated financial service enterprise.
Thus over the last 20 years Mithun has traveled the success route, towards building a
reputation as an integrated financial services provider, offering a wide spectrum of services.
And we have made this journey by taking the route of quality service, path breaking
innovations in service, versatility in service and finallytotality in service.
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Our highly qualified manpower, cutting-edge technology, comprehensive infrastructure and
total customer-focus has secured for us the position of an emerging financial services giant
enjoying the confidence and support of an enviable clientele across diverse fields in the
financial world.
Over the years we have ensured that the trust of our customers is our biggest returns. Factors
such as our success in the Electronic custody business has helped build on our tradition of trust
even more. Consequentially our retail client base expanded very fast. Our values and vision of
attaining total competence in our servicing has served as the building block for creating a great
financial enterprise, which stands solid on our fortresses of financial strength - our various
companies.
With the experience of years of holistic financial servicing behind us and years of completeexpertise in the industry to look forward to, we have now emerged as a premier integrated
financial services provider. And today, we can look with pride at the fruits of our mastery and
experiencecomprehensive financial services that are competently segregated to service and
manage a diverse range of customer requirements.
GROUP OF COMPANIES
MITHUN SECURITY LTD
Deals in distribution of various investment products, viz, equities,
Mutual fund, bounds debenture fixed deposits, insurance policies & other financial
products
MemberHyderabad stock Exchange (HSF)
MITHUN CONSULTANTS LTD
Transfer agency services for corporate & mutual funds
Registrar for IPO\book building
Depositary participant services
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Registered with both NSDL/CDSL
It enable servicesMT/call center /data classification
MITHUN .com comprehensive financial advisory site
MITHUN INVESTER SERVICES LTD.
Deals in issue management, investor banking & merchant banking of fixed income &
other financial products.
Trading through BSE
DEPOSITARY SEVICES
Registered as DP both with NSDL & CDSL
Serving over 2 lac investors Online connectivity at Hyderabad, Lucknow &Bangalore
Ranked among the top 5 DPS in the country
High synergy with registry & broking activities for higher services levels to the
customer information
Web based customer information
Provision of service in over 75 locations
IT SERVICES GROUP
1. Medical transcription
First strategic initiative into global processing
Among the top MT companies in India
2. E-BUSINESS GROUP
Strategic intent: to develop a comprehensive financial services portal which
includes
Investor servicing: mutual funds, corporate shareholders & depository clients.
Distribution of financial products
Net trading
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MISSION
Our mission is to be a leading, preferred service provider to our customers, and we aim to
achieve this leadership position by building an innovative, enterprising and technology driven
organization which will set the highest standards of service and business ethics.
Achievements
Among the top 5 stock brokers in India (4% of NSE volumes)
India's No. 1 Registrar & Securities Transfer Agents
Among the to top 3 Depository Participants
Largest Network of Branches & Business Associates
ISO 9002 certified operations by DNV
Among top 10 Investment bankers
Largest Distributor of Financial Products
Adjudged as one of the top 50 IT uses in India by MIS Asia
Full Fledged IT driven operations
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Chapter 3
Research Methodology
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Objectives of the Study: :
To know about the attitude of customers toward mithun security
limited
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Research Methodology:
Data source:
a. Primary Data: Through Questionnaire
b. Secondary Data: Mithun Record & Report, Magazine &Websites.
Sample size: 100 customers of Mithun security Ltd.
Area Covered for research: Only Mithun customers.
Sampling Procedure:
Random sampling method from available database. In the present scenario the
service industry has given an utmost importance of doing a particular task at a
fastest time in order to satisfy the customer and to attract new customer. In this
project we can find out the customer of Mithun Consultant have satisfied with
demat service and this DP is overcoming the disadvantages of the physical
trading of the securities in the stock exchange.
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DESIGN OF THE STUDY
Tile of the project:
Service Analysis & Customer satisfaction towards security market.
Statement of the Problem:
MITHUN STOCK BROKING Ltd is providing the Demat service. Hence in this
report an attempt is made to know the present customer satisfaction towards
security market.
.
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METHODS AND METHODOLOGY
Sampling Design:
Sampling since segment wise investors in Mithun STOCK BROKING Ltd
were available the overall customers were considered for the study.
Hundred Percent coveraged. Hence random sampling survey method was
adopted for the purpose of the study.
Sampling Size: A sample of 100 was chosen for the purpose of the study.
Sample consisted of small investor, large investors and traders of Mithun
security Ltd.
Sampling Procedure: From large number of customer of Mithun security
Ltd. Were randomly selected from the available customer database.
Field Study: Directly approached respondents.
DATA COLLECTION METHOD:
1. PRIMARY DATA: For a study of this nature primary data is collected
through Questionnaire.
2. SECONDARY DATA: This is been is collected through Mithun Record &
Report, Magazine & Websites.
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MEASUREMENT TECHNIQUE:
For this purpose measurement technique used for survey is
questionnaire to collect information from the respondent
ANALYTICAL TECHNIQUE:
Statistical technique used for measuring the response is in terms of
percentage.
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LIMITATION OF STUDY
Since Sample size is only 100 all hundred customers are approached.
Since segment wise investor is available in MITHUN STOCK BROKING Ltd. Overall
concept is taken for the study.
Information is partly based on secondary data and hence the authenticity of the study
can be visualized and is measurable.
Level of accuracy of the results of research is restricted to the accuracy level with
which the customers have given their answers and the accuracy level of the answers
cannot be predicted.
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Chapter 4
Study of Topic
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Who is customerA customer is an individual who obtains a product, either a service or a good, from an
organisation. In normal circumstances the customer will have to pay to acquire the product,
although this is not always the case.
Customer satisfactionCustomer satisfaction refers to the extent to which customers are happy with the products and
services provided by a business. Customer satisfaction levels can be measured using survey
techniques and questionnaires.
Gaining high levels of customer satisfaction is very important to a business because satisfied
customers are most likely to be loyal and to make repeat orders and to use a wide range of
services offered by a business.
Customer focused
Studies carried out by companies like Argos and Cadburys have found very high levels of
customer satisfaction. It is not surprising because these companies emphasise market
research and marketing as the tools to find out what customers want. Knowing what your
customer wants then makes it possible to tailor everything you do to pleasing the customers
e.g. providing the goods that customers want, in the packaging that they want, in retail outlets
which are convenient to use and well placed.
There are many factors which lead to high levels of customer satisfaction including:
Products and services which are customer focused and thence provide high levels
of value for money.
Customer service giving personal attention to the needs of individual customers.
After sales service - following up the original purchase with after sales support
such as maintenance and updating (for example in the updating of computer
packages).
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Customers satisfaction towards security market
Dematerialization or "Demat" is a process whereby your securities like shares, debentures etc,
are converted into electronic data and stored in computers by a Depository. Securities registered in
your name are surrendered to depository participant (DP) and these are sent to the respective
companies who will cancel them after "Dematerialization" and credit your depository account with
the DP. The securities on Dematerialization appear as balances in your depository account. These
balances are transferable like physical shares. If at a later date, you wish to have these "Demat"
securities converted back into paper certificates, the Depose Depository functions like a securities
bank, where the dematerialized physical securities are traded and held in custody. This facilitates
faster, risk free and low cost settlement.
In order to dematerialize certificates; an investor will have to first open an account with a DP
& then request for the dematerialization of certificate by filling up a dematerialization request form
(DRF), which is available with DP & submitting the same along with the physical certificates. The
investor has to ensure that before the certificate are handled over to the DP For demat, they are
defaced by marking Surrendered for dematerialisation on the face of the certificates. Depository is
much like a bank and perform many activities that are similar to a bank.
Just as one opens a bank account in order to avail of the services of a bank, an investor opens
a depository account with a depository participant in order to avail of depository facilities.
Following table compares the two.
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Bank Depository
Holds funds in accounts Holds securities in account
Transfers funds between accounts Transfers securities between accounts
Transfers without handling money Transfers without handling securities
Safekeeping of money Safekeeping of securities
Transacting the depository way has several advantages over the traditional system
of transacting using share certificates. Some of the benefits are:
Trading in demat segment completely eliminates the risk of bad deliveries, which in turn
eliminates all cost and wastage of time associated with follow up for rectification. This
reduction in risk associated with bad delivery has lead to reduction in brokerage to the extent
of 0.5% by quite a few brokerage firms.
In case of transfer of electronic shares, you save 0.5% in stamp duty.
You also avoid the cost of courier/ notarization/ the need for further follow-up with your
broker for shares returned for company objection
In case the certificates are lost in transit or when the share certificates become mutilated or
misplaced, to obtain duplicate certificates, you may
have to spend at least Rs500 for indemnity bond, newspaper advertisement etc, which can be
completely eliminated in the demat form.
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You can also receive your bonuses and rights into your depository account as a direct credit,
thus eliminating risk of loss in transit.
You can also expect a lower interest charge for loans taken against demat shares as compared
to the interest for loan against physical shares. This could result in a saving of about 0.25% to
1.5%. Some banks have already announced this.
RBI has increased the limit of loans against dematerialized securities as collateral to Rs2mn
per borrower as against Rs1mn per borrower in case of loans against physical securities.
RBI has also reduced the minimum margin to 25% for loans against dematerialized securities
as against 50% for loans against physical securities.
Chapter 5
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Analysis and
Interpretation
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CUSTOMER SATISFACTION
Sample size selected: 100
Total Number of customer available for survey: 100
The sample size selected for the survey was 100. (Hundred) customers of
MITHUN CONSLUTANT STOCK BROKING were available for survey. So
opinion was taken to know the customer satisfactions towards Mithun
Securities Lmt.
0
50
100
1
sample for survey
Series1
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1. From where Respondent came to know about the Mithun FinancialConsultant?
Total no. Of sample taken: 100
1 2 3 4 5
Friends
News
Papers/Business
Magazines Online
Agent/Fina
ncial Others
47 18 10 14 11
Source: Survey Data
The above table and chart shows the respondents know Mithun FinancialConsultant:-
47.00% of respondent know MITHUN FINANCIAL CONSULTANT
through theirFriends.
47%
18%
10%
14%
11%
Friends
NewsPapers/BusinessMagazines
Online
Agent/Financial
Others
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18% of respondent know MITHUN FINANCIAL CONSULTANT
through News Papers & Magazine.
14% of respondent know MITHUN FINANCIAL CONSULTANT through
Agents & Financial Institutions.
11% of respondent know MITHUN FINANCIAL CONSULTANT through
Others.
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2. How many people were interested to visit Mithun FinancialConsultant?
Source: Survey Data
The above table and chart shows that 94% of respondents are interested to visitMITHUN FINANCIAL CONSULTANT & only 6% of Respondent is not
interested to visit the same.
Yes No
94 6
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3. Respondents that were interested to visit MITHUN FINANCIAL
CONSULTANT was because of visual pleasure, hospitality &
Excellent Guideline etc.
Source: Survey Data
The above table and chart shows that 47% of Respondents are interested to visit
MITHUN FINANCIAL CONSULTANT, 45% of Respondent just agree &
8% of Respondent are not interest to give their opinion .
47 45
8
0 00
5101520253035404550
Agree Just agree NoOpinion
JustDisagree
Disagree
Series1
Agree Just agree No OpinionJust
DisagreeDisagree
47 45 8 0 0
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4. Respondents definitely use service ofMithun Financial Consultant
because of attitude of the employees.
Agree Just agree No Opinion
Just
Disagree Disagree
69 24 7 0 0
Source: Survey Data
The above table and chart shows that 69% of Respondents are interested to visitMithun Financial Consultant Because oftheir attitude, and, 24% of Respondent
just agree only 7% of Respondent are constant.
69
24
70 00
10
20
30
40
50
60
70
80
Agree Just agree No Opinion JustDisagree
Disagree
Agree
Just agree
No Opinion
Just Disagree
Disagree
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5. Respondents definitely use service ofMithun Financial Consultant
because of they gets benefit from them.
Source: Survey Data
The above table and chart shows that 50% of Respondents are interested to visit Mithun
Financial Consultant because they get that much of benefits from them, and 41% of
Respondent just agree only 8% of Respondent constant..1% of Respondent just disagrees.
5041
81 00
10
20
30
40
50
60
Agree Just agree No Opinion Just Disagree Disagree
Agree
Just agree
No Opinion
Just Disagree
Disagree
Agree Just agree No OpinionJust
DisagreeDisagree
50 41 8 1 0
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1. Respondents are interested in Mithun Financial Consultant because
they introduce new scheme and user gets benefit from it .
Source: Survey Data
The above table and chart shows that 86% of respondents are interested to use service ofMITHUN FINANCIAL CONSULTANT because they introduce new scheme and we get
benefit & only 14% of Respondent are not interested to visit the same.
Yes86%
No14%
Yes
No
Yes No
86 14
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2. Respondents use Mithun Financial Consultant because companies
employee knows customer value and money value.
Agree Just agreeNo
Opinion Just Disagree Disagree
54 39 6 1 0
Source: Survey Data
The above table and chart shows that 54% of respondents are satisfied with the service of
MITHUN FINANCIAL CONSULTANT because the Mithun People know customer value
and money value. 39% Respondents just agree .6% of parole say no opinion and only 1% of
Respondent say just disagree.
54
39
6 1 00
10
20
3040
50
60
Agree Just agree No Opinion Just Disagree Disagree
Agree Just agree No Opinion Just Disagree Disagree
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3. Respondents specify Mithun Financial Consultant better than other
DP.
Agree Just agree No OpinionJust
DisagreeDisagree
41 37 20 1 1
Source: Survey Data
The above chart shows that 41% of respondents are interested in MITHUN FINANCIAL
CONSULTANT because of their best service which is better then other DP services. 41% ofRespondents agree.31% of Respondents just agreed. 20 % of Respondent has not given their
opinion. Only 1% of Respondent disagrees.
4137
20
1 1
0
5
10
15
20
25
30
35
40
45
Agree Justagree
NoOpinion
JustDisagree
Disagree
Agree
Just agree
No Opinion
Just Disagree
Disagree
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9. Satisfaction level of Demat services offered by MITHUN FINANCIAL
CONSULTANTS
Extremely
satisfied
Satisfied Neither satisfied/
nor
unsatisfied
Unsatisfied Extremely
unsatisfied
38 46 16 0 0
Source: Survey Data
The above table and chart shows Demat services offered by MITHUN FINANCIAL
CONSULTANTS are satisfied. 38% of the Respondents are extremely satisfied, 46% just
Satisfied, 16%of of Respondents neither satisfied / Unsatisfied.
Series1
Extremelysatisfied
Satisfied Neither satisfied/norunsatisfied
unsatisfied Extremelyunsatisfied
38 46
16
0 0
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10. how many peoples were satisfied with the service of mithun financial
consultant.
Extremely
Satisfied Satisfied
Neither
satisfied/nor
Unsatisfied
Unsatisfie
d
Extremely
unsatisfied
25 49 26 0 0
Source: Survey Data
The above table and chart shows that 25% of the respondents are extremely satisfied by the
service of MITHUN, 49% of respondents are satisfied and 26% of the respondents are having
neutral opinion about the service provided by the Institution.
25
49
26
0 00
10
20
30
40
50
60
Extremely
satisfied
Satisfied Neither
satisfied/norunsatisfied
unsatisfied Extremely
unsatisfied
Extremely satisfied
Satisfied
Neither satisfied/nor unsatisfied
unsatisfied
Extremely unsatisfied
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c. Freezing/Defreezing
Extremely
Satisfied Satisfied
Neither
satisfied/nor
Unsatisfied
Unsatisfie
d
Extremely
unsatisfied
6 49 45 0 0
Source: Survey Data
The above table and chart shows the services of freezing/defreezing 49% of the respondent are
aware and satisfied with these services. And 45% of respondent are having neutral opinion
about freezing/defreezing, 6% of respondent are dissatisfied with this service because they are
dont have understood the core concept.
6
49
45
0
0
0 10 20 30 40 50 60
1
Extremely unsatisfied
unsatisfied
Neither satisfied/nor unsatisfied
Satisfied
Extremely satisfied
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d. Loan against Shares
Extremely
satisfied
Satisfied Neither
satisfied/nor
unsatisfied
Unsatisfied Extremely
unsatisfied
22 33 45 0 0
Source: Survey Data
The above table and chart shows most of the respondent are having neutral opinion i.e., 45%and 33% have satisfied this service. 22% of respondent are extremely satisfied.
22%
33%
45%
0%0% Extremelysatisfied
Satisfied
Neithersatisfied/norunsatisfiedunsatisfied
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e. Share Trading
Source: Survey Data
The above table and chart shows the service of share trading, 49% of the respondent have
Extremely Satisfied with this service, and 47% of respondent are satisfied; In all we can say
that 96% respondent have satisfied with the services of Share trading.
49 47
4 0 00
10
20
30
40
50
60
Extremelysatisfied
Satisfied Neither satisfied/norunsatisfied
unsatisfied Extremelyunsatisfied
Extremely
Satisfied
Satisfie
d
Neither
satisfied/nor
Unsatisfied
Unsatisfie
d
Extremely
Unsatisfied
49 47 4 0 0
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F. Periodic statements
Extremely
Satisfied Satisfied
Neither satisfied/
unsatisfied Unsatisfied
Extremely
unsatisfied
48 44 8 0 0
Source: Survey Data
The above table and chart shows the services given by Mithun about Periodic statements 48%
of the respondent are extremely satisfied & 44% of the respondent is satisfied .In all 92%(appr)
of respondent have satisfied with this service.
48 44
80 00
10
20
30
40
50
60
Extremelysatisfied
Satisfied Neither satisfied/norunsatisfied
unsatisfied Extremelyunsatisfied
Extremely satisfied Satisfied
Neither satisfied/nor unsatisfied unsatisfied
Extremely unsatisfied
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g. Telephone Quires
Extremely
satisfied Satisfied
Neither
satisfied/nor
unsatisfied
Unsatisfie
d
Extremely
unsatisfied
40 48 12 0 0
Source: Survey Data
The above table and chart shows the 48% of the respondent are satisfied with the Telephonic
service; 40% of the respondent are mostly satisfied & in all 88% of the Respondent satisfied;
12% having neutral opinion.
4048
120 00
10
20
30
40
50
60
Extremelysatisfie
d
Satisfie
d
Neithersatisfied/norunsatisfie
d
unsatisfie
d
Extremelyunsatisfie
d
Extremely satisfied Satisfied
Neither satisfied/nor unsatisfied unsatisfied
Extremely unsatisfied
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h. Co-operation by Staff
Source: Survey Data
The above table and chart shows overall 60% of the respondent are extremely satisfied with the
co-operation by staff; 35% of the respondents are satisfied & 5% of the respondents are having
neutral opinion.
60
35
5
0 00
10
20
30
40
50
60
70
Extremelysatisfied
Satisfied
Neithersatisfied/n
or
unsatisfied
unsatisfied
Extremelyunsatisfied
Extremely satisfied
Satisfied
Neither satisfied/norunsatisfied
unsatisfied
Extremely unsatisfied
Extremely
satisfied
Satisfied Neither
satisfied/nor
unsatisfied
unsatisfied Extremely
unsatisfied
60 35 5 0 0
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I. Bills acceptance.
Extremely
satisfiedSatisfied
Neither
satisfied/nor
unsatisfied
unsatisfied Extremelyunsatisfied
50 32 16 1 1
Source: Survey Data
The above table and chart shows overall 50% of the respondent are extremely satisfied; 32% of
the respondents are satisfied &16% of the respondents are having neutral opinion.
50
32
16
1 10
10
20
30
40
50
60
Extremelysatisfied
Satisfied Neither satisfied/norunsatisfied
unsatisfied Extremelyunsatisfied
Extremely satisfied Satisfied
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10. Dissatisfied with services/scheme
A Frequently reminders are given to Mithun consultant ltd.,for update the information
4 4%
B Irregular receipt of Holding/Transaction statement 1 1%
CImproper attention given to the enquires
5 5%
D Improper format of Holding/Transaction statement 1 1%
EBilling problems
1 1%
F Inadequate information 2 2%
a B c d e f
4 1 5 1 1 2
4
1
5
1 1
2
0
1
2
3
4
5
6
1
a
b
c
d
ef
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Source: Survey Data
The above table and chart shows that 5% of the respondents are unsatisfied with Improper
attention given to the enquires & 4% of the respondent are unsatisfied with frequently
reminders are given to Mithun consultant ltd., for update the information given by DP .So
proper communication with the Respondent & update information is required.
Very
highHigh Reasonable Low Very low
13 25 62 0 0
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11. Tariff Structure
Source: Survey Data
The above table and chart shows that 62% of the respondents think the tariff structure of the
MITHUN CONSULTANT is very reasonable.25% of the respondent thinks the tariff structure
is high. 13% of the respondent feels the tariff structure is very high.
13
25
62
0 00
10
20
30
40
50
60
70
Veryhigh High resonable low verylow
Veryhigh
High
resonable
low
verylow
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12. Rate of Satisfaction for DP services
0% 20% 40% 60% 80% 100%
0 0 11 31 53 5
Source: Survey Data
The above table and chart shows that 53% of the respondent have satisfied 80% of service
given by DP; 31% of the respondent have satisfied 60% of service and 11% of the respondent
have satisfied 40% of the service. Only 5% of respondent have satisfied 100 of the service.
13
25
62
0 00
10
20
30
40
50
60
70
Veryhigh High resonable low verylow
Veryhigh
High
resonable
low
verylow
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13. Preference of own DP over other DP
Quality
service
Rate
Charged
Nothing in
particular Safety Reach
35 14 10 40 1
Source: Survey Data
The above table and chart shows that 40% of the respondents preferred this DP because of
Safety & 35% of the respondents preferred this DP because of the quality service. In all 75%
prefer MITHUN CONSULTANT because of safety& quality.
35
14 10
40
10
5
10
15
20
25
30
35
40
45
Qulity service Rate Charged Nothing inparicular
Safety Reach
Qulity service
Rate Charged
Nothing in paricular
Safety
Reach
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Chapter 6
Findings and Conclusion
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CONCLUSION
Since it is service based industry, the customer plays vital role, so in order to satisfy the
customer appoint more no of well qualified agents who can communicate respondents to
improve the services, hence give more advertisement in News paper, local TV channel, to
overcome the overcrowding and non availability of telephone links proper measure should be
taken.
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Findings
1) I have carried out this exercise on Dematerlisation. So in my studies I
have see whether the customer have satisfied the service given by
depository participants
2) I have also seen that awareness of MITHUN service given by Mithun
finical consultant is from friends.
3) It is also seen that more than 84% of the respondent have satisfied
with the service of demat.
4) It is also seen that more than 55% to 60% of the respondent has
satisfied with the service of Freezing/ Defreezing and loan against share.
Also 40% respondents are not aware about these services.
5) Also found that nearly 2% of the respondents are dissatisfied with bill
Acceptance.
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6) 5% improper format of Holding/Transaction statement and 4%
Frequently reminders are given to mithun consultant ltd., for update the
information Are Dissatisfied.
7). 38% of respondent feel tariff structure of Mithun Stock Broking Ltd
charged is high and very high.
8) Also found that 53% respondent have satisfied 80% of the service
9). 35% of respondent prefer Mithun Stock Broking Ltd DP to Other Dp because
Of Quality service And, 40% for safety service.
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Chapter 7
Suggestions
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Suggestions
Customer service should be improved and more co-operation also provide.
Time taken for transfer of script from trading account into demat account should be
reduced.
Statement copy should made more clear and figure should be mention in respective
column.
More space provide in trading place.
The commission charged should be reduced.
The office should be situated near bus stand or subhas road.
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CHAPTER 8
BIBLIOGRAPHY
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BIBLIOGRAPHY
Web sites
www.Mithun.com
www.indiainfoline.com
www.sharekhan.com
Books
Company books & Brochures
NSDL Books
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Chapter 9
Appendix
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QUESTIONNAIRE
Dear Sir/ Madam
NAME : ____________________________
ADDRESS : ____________________________
__________________________
OCCUPATION: __________________________ Phone No: __________
1. How you came to know about MITHUN FINANCIAL CONSULTANTS
from
1 2 34
5
Friends News Papers
/Business
Magazine
OnlineAgent/Financial
Agency
Others
2. you are interested in visiting MITHUN FINANCIAL CONSULTANTS
because they provide quick and timely service.
1) Yes 2)No
3. services of MITHUN FINANCIAL CONSULTANTS aer best
because of the low cost, visual pleasure, Hospitality, Communication, and
new concept of financial consultancy
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1 2 34
5
Agree Just Agree No opinionJust disagree
Disagree
4. In future you will be definitely using the service of MITHUN
FINANCIAL CONSULTANTSbecause of the attitude of the employees towards
customers.
1 2 34
5
Agree Just Agree No opinionJust disagree
Disagree
5. you are use the service of MITHUN FINANCIAL CONSULTANTS
because of the benefit you get from MITHUN FINANCIAL CONSULTANTS
1 2 34
5
Agree Just Agree No opinion
Just disagree
Disagree
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6. Are you satisfied with the new scheme introduce frequently by mithun
financial consulants.
1) Yes 2)No
7. MITHUN FINANCIAL CONSULTANTS serves its customers because
they know customer value as well as money value of customers
1 2 34
5
Agree Just Agree No opinionJust disagree
Disagree
8.Are you satisfied with the MITHUN FINANCIAL CONSULTANTS services
of dp are better than other dp services.
1 2 34
5
Agree Just Agree No opinionJust disagree
Disagree
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9. Express your satisfaction level about the following scheme/service please tick.
Schemes/services
Extremel
y
Satisfied
Satisfie
d
Neither
satisfied/nor
unsatisfied
unsatisfie
d
Extremely
Unsatisfie
d
a. Demat
b. Settlement
(Selling/purchasing
)
c. Freezing/
defreezing of
an account
d. Loan against
shares
e. Share trading
f Periodic
statements
g. Telephone
queries
h. Co-operation by
staff
i. Bills Acceptance
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10. have you faced any problems when dealing through your DP or you are
unsatisfied with the you mentioned services/schemes.
What type of problem you faced.
Frequently reminders are given to MITHUN FININCIAL
CONSULTANTS, for update the information
Irregular receipt of Holding/Transaction statement
Improper attention given to the enquires
Improper format of Holding/Transaction statement
Billing problems
Inadequate information
Other specify___________________
11. Please tick the following:
Tariff
Structure
1 2 3 4 5
Very
High
High Reasonable Low Very Low
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12. How do you rate the services of your DP
0% 20% 40% 60% 80% 100%
13. How do you justify your preference for your MITHUN FINANCIAL
CONSULTANTSDP over other DPs?
1 2 3 4 5
Quality
Service
Rates
Charged
Nothing in
particular
Safety Reach
14.
A) Your age (Yrs)
60
B) Income (Pa)
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2.4 L3.6L 3.6 L6.0.L 6.0 L12.0 L
C) Education
Up to Xth Graduate Post Graduate. PhD. Others.
D) Yearly of investment.
1L-5 L 5L-10L >10L
15. Suggestion
_________________________________________
______________________________________________
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CODE SHEET OF CUSTOMER RESPONSE
DATA CODE - SHEETSl
No
1 2 3 4 5 6 7 8 9a 9b 9c 9d 9e 9f 9g 9h 9i 10a 10b 10c 10d 10e 10f 11 12 13a 13b 13c 13d 13e
1 1 1 1 1 1 1 1 2 2 2 3 3 1 2 1 1 2 2 3 5 3
2 1 1 1 1 1 2 2 2 1 2 2 2 2 2 2 1 2 3 4 1
3 1 1 1 1 1 1 2 1 2 2 2 2 2 2 3 2 3 3 2 4 4
4 1 1 2 2 2 2 2 2 2 2 3 3 2 2 2 2 2 2 3 3
5 1 1 1 1 1 1 1 1 1 2 2 3 1 1 1 2 2 3 5 1
6 1 1 2 1 1 1 2 1 1 1 2 1 1 2 1 1 2 2 5 4
7 1 1 1 1 1 1 1 1 2 2 2 2 1 1 1 1 1 3 5 1
8 4 1 1 1 1 1 1 1 2 1 3 3 1 1 1 1 1 3 6 4
9 1 1 1 2 2 1 2 3 2 2 3 3 2 1 1 1 1 3 5 1
10 1 1 2 3 1 2 3 2 2 3 2 3 2 3 2 2 2 3 4 2 4 3
11 1 1 1 1 1 1 1 1 1 1 2 2 1 1 1 1 1 3 5 2
12 2 1 2 1 2 1 3 2 2 2 2 2 2 2 2 2 2 3 5 1
13 2 1 2 2 2 1 2 2 2 1 1 3 1 1 1 3 1 1 3 4 3
14 1 1 1 1 1 1 1 1 1 1 2 2 1 1 1 1 1 1 5 1
15 1 1 1 1 1 1 1 1 1 2 2 2 2 2 2 1 2 3 5 4
16 1 1 1 1 1 1 1 1 2 2 2 2 1 1 1 1 2 3 4 1
17 2 1 1 1 1 1 1 3 1 2 3 3 2 2 1 1 1 3 5 1
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18 1 1 2 1 2 1 1 2 2 1 2 1 1 1 1 1 1 3 5 4
19 1 1 1 1 1 1 2 2 1 1 2 2 1 1 1 2 1 3 5 1
20 1 1 1 1 1 1 1 1 1 1 2 2 1 1 1 1 1 3 5 1
21 1 1 2 2 3 1 2 1 1 2 2 2 1 1 2 1 1 2 5 4
22 4 1 2 1 1 1 2 3 1 2 3 3 1 2 1 1 3 2 5 4
23 1 1 1 1 1 1 2 1 1 1 2 3 1 1 1 1 1 3 5 4
24 1 1 1 1 1 1 2 3 1 1 3 3 2 1 1 2 1 3 5 4
25 1 1 1 1 1 1 1 1 3 2 2 3 1 1 2 1 2 3 5 1
26 4 2 3 2 3 2 2 2 3 2 3 3 2 2 2 2 2 2 4 3
27 1 1 1 1 1 1 2 1 1 1 2 3 2 1 2 1 1 3 4 1
28 1 1 2 2 3 1 1 1 2 2 2 3 2 2 1 1 1 3 5 1
29 1 1 2 1 3 2 1 2 1 2 3 3 1 1 1 1 1 1 5 4
30 2 1 1 1 1 1 1 1 2 1 3 3 1 2 1 1 1 3 5 1
31 2 1 1 1 1 1 1 1 2 2 2 3 2 2 2 2 2 3 5 4
32 1 1 2 1 1 1 1 1 2 2 2 3 2 2 2 2 2 1 3 3 1
33 1 1 1 1 1 1 2 2 2 2 2 3 2 2 1 1 2 3 4 1
34 2 1 2 2 1 2 2 2 2 2 2 3 2 2 2 2 2 3 5 1
35 1 1 1 1 1 1 1 1 2 2 2 3 1 1 2 2 2 1 3 5 4
36 5 1 2 1 2 2 2 5 2 2 2 3 2 3 2 2 5 1 3 6 2 4 3
37 1 1 1 2 2 1 2 2 2 3 3 2 2 1 2 1 1 3 3 1
38 1 1 1 1 1 1 1 2 2 1 2 1 1 1 1 1 1 5 2 5 4
39 1 2 3 3 4 2 4 4 2 2 3 3 2 2 3 2 4 3 6 3 3 3
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40 1 1 1 1 1 2 2 2 2 2 3 3 2 2 2 2 2 2 4 4
41 1 1 2 1 2 2 1 3 2 2 3 3 2 2 1 1 2 3 5 1
42 2 1 1 1 2 1 1 1 1 2 2 3 1 1 2 1 1 2 5 4
43 4 1 2 1 1 1 1 2 1 2 3 3 1 1 1 1 1 3 5 1
44 1 1 3 2 1 2 2 3 2 2 3 3 2 2 1 1 2 3 1 3 2
45 1 1 1 1 2 1 1 2 2 1 2 3 1 1 2 1 2 3 4 2
46 2 1 3 3 2 1 1 1 1 1 2 2 1 1 1 1 1 3 5 1
47 1 2 2 1 2 1 1 1 3 2 1 2 1 2 3 1 1 3 4 1
48 2 1 2 2 1 1 3 2 2 3 3 1 2 2 3 2 3 2 4 2
49 1 1 1 1 2 1 1 1 3 2 2 3 1 2 3 1 1 3 3 3
50 5 1 2 1 1 1 1 2 1 3 1 2 2 3 2 1 1 2 5 1
51 1 1 2 2 2 1 1 1 3 1 3 3 1 3 2 2 1 3 4 2
52 2 1 1 1 1 1 3 2 2 3 2 1 3 2 3 1 1 3 5 3
53 1 1 2 1 2 1 1 1 1 2 1 2 1 3 2 1 1 2 4 2
54 1 2 2 2 1 1 3 3 3 1 3 2 2 1 3 1 1 3 3 1
55 3 1 1 1 2 1 1 1 2 3 2 3 1 2 2 1 1 2 5 3
56 1 1 2 2 1 1 1 2 3 2 2 2 2 1 2 1 1 3 4 2
57 2 1 1 1 2 2 1 1 1 1 3 1 1 2 3 2 1 3 3 2
58 4 1 2 1 1 1 3 2 2 3 1 3 2 1 2 1 1 1 4 1
59 1 2 2 2 2 1 1 1 3 2 3 2 1 2 3 1 1 3 5 2
60 3 1 1 1 1 1 2 2 2 3 2 1 2 1 2 2 1 3 3 4
61 1 1 2 1 2 1 1 1 3 1 3 2 1 2 3 1 1 3 4 2
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62 3 1 2 1 1 1 2 3 1 3 2 3 2 1 2 2 1 1 5 1
63 1 1 1 1 2 1 1 1 3 2 2 2 1 2 3 1 1 3 4 4
64 4 1 1 1 1 2 1 2 2 3 1 1 2 1 2 2 1 3 3 2
65 1 1 2 1 2 1 1 1 1 1 3 2 3 1 3 1 1 3 4 1
66 1 1 2 2 3 1 2 3 3 3 2 1 2 2 2 2 1 3 3 2
67 1 2 1 1 2 1 1 1 2 2 3 2 3 1 1 1 1 3 4 4
68 3 1 2 1 3 1 2 2 3 3 2 3 2 1 2 1 1 3 5 1
69 3 1 1 1 2 1 1 2 3 3 3 1 1 2 1 2 1 2 5 1
70 4 1 2 1 2 1 2 3 2 2 3 1 2 1 1 2 1 2 5 4
71 5 1 2 4 1 1 1 2 1 3 3 3 1 2 1 2 1 2 4 1
72 5 1 1 1 2 1 2 3 3 1 2 1 2 1 1 1 1 1 5 4
73 5 1 2 2 3 1 1 1 1 3 3 3 1 2 1 2 1 2 4 4
74 5 1 2 2 1 1 2 3 2 2 3 1 2 1 1 2 1 2 5 1
75 5 1 3 1 2 1 1 2 3 3 3 2 1 3 2 1 1 1 4 4
76 4 1 2 2 1 1 2 1 1 1 3 1 2 1 2 2 1 2 5 1
77 2 1 2 1 2 1 1 3 1 3 2 3 3 2 1 1 1 1 4 4
78 5 1 1 3 1 1 2 2 3 2 3 2 1 2 2 3 2 2 5 2
79 3 1 2 1 2 1 1 1 2 3 2 1 2 1 2 1 2 1 4 1
80 1 1 1 1 3 1 2 2 1 2 3 3 1 2 2 2 2 1 5 4
81 4 1 1 1 2 1 1 3 1 3 2 2 2 1 2 1 2 3 4 2
82 5 1 2 2 1 1 2 1 1 2 3 1 1 2 1 2 2 1 5 4
83 3 1 3 1 2 1 1 2 1 2 2 2 2 1 2 1 2 3 4 4
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84 2 1 2 1 2 1 2 3 2 3 3 2 1 3 2 2 2 3 5 1
85 4 1 1 3 1 1 1 1 2 1 2 1 2 1 1 1 2 1 4 4
86 3 1 3 1 2 1 2 2 1 3 2 3 1 2 2 2 2 3 5 4
87 1 1 2 2 2 2 1 3 1 2 3 2 2 1 2 1 2 3 4 4
88 5 1 1 1 2 1 2 3 2 2 3 1 1 3 2 3 3 1 5 5
89 2 1 3 1 1 1 1 1 2 3 2 2 2 1 1 1 3 3 4 4
90 4 1 2 1 2 1 2 2 1 2 3 2 1 2 2 2 3 3 6 1
91 3 1 1 1 2 1 1 3 2 1 3 3 2 1 1 1 3 2 5 4
92 2 1 2 1 1 1 2 2 2 3 2 2 1 2 2 3 3 3 6 4
93 5 1 1 1 2 1 1 1 2 2 3 1 2 1 1 2 3 3 5 4
94 4 1 2 1 2 1 2 3 1 2 3 2 1 2 2 3 3 3 5 4
95 2 1 1 2 2 1 1 2 2 3 2 2 2 1 1 2 3 2 5 4
96 4 1 2 1 1 1 2 1 1 2 3 1 1 2 2 1 3 3 6 4
97 3 1 1 2 2 1 1 3 2 3 2 3 2 1 2 1 3 3 5 4
98 2 1 2 2 1 1 2 2 1 2 3 1 1 2 2 1 3 2 5 4
99 4 1 1 2 2 1 1 2 2 3 3 3 2 1 2 1 3 3 5 4
100 2 1 2 3 1 1 2 1 1 1 3 1 1 2 2 1 3 3 5 4