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:
Prof. Dr. D.D. Arora Ms. Seema Assit. Professor

Submitted By:
Subhash Chand Roll no- 49 MBA-Final

University School of Management Kurukshetra University Kurukshetra

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 of Mithun 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

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

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

CONTENTS Chapter No. 1 2 3 4 5 6 7 8 9 Chapter Name Industry Profile Company Profile Research Methodology Study of Topic Analysis and Interpretation Findings and Conclusion Suggestion Bibliography Appendix Page no. 6-9 10-14 15-21 22-23 24-49 50-53 54-55 56-57 58-70

Chapter 1

Industry Profile

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.

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

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.

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. Mithun is 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.

11

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 complete expertise 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 experience comprehensive 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 Member Hyderabad stock Exchange (HSF) MITHUN CONSULTANTS LTD Transfer agency services for corporate & mutual funds Registrar for IPO\book building Depositary participant services
12

Registered with both NSDL/CDSL It enable services MT/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

13

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

14

Chapter 3

Research Methodology

15

Objectives of the Study: : To know about the attitude of customers toward mithun security limited

16

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.

17

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.

18

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.

19

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.

20

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.

21

Chapter 4

Study of Topic

22

Who is customer
A 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 satisfaction
Customer 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).

23

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.

24

Bank Holds funds in accounts Transfers funds between accounts Transfers without handling money Safekeeping of money

Depository Holds securities in account Transfers securities between accounts Transfers without handling securities 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.

25

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
26

Analysis and Interpretation

27

CUSTOMER SATISFACTION

Sample size selected: 100 Total Number of customer available for survey: 100

sample for survey

100 50
Series1

0 1

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.

28

1. From where Respondent came to know about the Mithun Financial Consultant? Total no. Of sample taken: 100 1 2 News Papers/Business Magazines 18 3 4 5

Friends 47

Online 10

Agent/Fina ncial Others 14 11

Friends

11% 14% 10%

Agent/Financial News Papers/BusinessMagazines

47%
Online

18%
Others

Source: Survey Data The above table and chart shows the respondents know Mithun Financial Consultant: 47.00% of respondent know MITHUN FINANCIAL CONSULTANT through their Friends.
29

18% of respondent know MITHUN through News Papers & Magazine.

FINANCIAL CONSULTANT

14% of respondent know MITHUN FINANCIAL CONSULTANT through Agents & Financial Institutions. 11% of respondent know MITHUN FINANCIAL CONSULTANT through Others.

30

2. How many people were interested to visit Mithun Financial Consultant?

Yes 94 Source: Survey Data

No 6

The above table and chart shows that 94% of respondents are interested to visit MITHUN FINANCIAL CONSULTANT & only 6% of Respondent is not interested to visit the same.

31

3. Respondents that were interested to visit MITHUN FINANCIAL CONSULTANT was because of visual pleasure, hospitality & Excellent Guideline etc.

Agree 47

Just agree 45

No Opinion 8

Just Disagree 0

Disagree 0

50 45 40 35 30 25 20 15 10 5 0

47

45

Series1

8
Agree Just agree No Opinion 0 0 Just Disagree Disagree

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 .

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4. Respondents definitely use service of Mithun Financial Consultant because of attitude of the employees.

Agree 69

Just agree 24

No Opinion 7

Just Disagree 0

Disagree 0

80 70 60 50 40 30 20 10 0 Agree
Agree Just agree

69

No Opinion Just Disagree

24 7
Just agree No Opinion

Disagree

0
Just Disagree

0
Disagree

Source: Survey Data The above table and chart shows that 69% of Respondents are interested to visit Mithun Financial Consultant Because of their attitude, and, 24% of Respondent just agree only 7% of Respondent are constant.

33

5. Respondents definitely use service of Mithun Financial Consultant because of they gets benefit from them.

Agree 50
60 50 40 30

Just agree 41

No Opinion 8

Just Disagree 1

Disagree 0

Agree Just agree No Opinion

50
20 10 0 Agree

41 8
Just agree

Just Disagree Disagree

0
Disagree

No Opinion Just Disagree

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.

34

1. Respondents are interested in Mithun Financial Consultant because they introduce new scheme and user gets benefit from it .

Yes 86

No 14

No 14%

Yes
Yes 86%

No

Source: Survey Data

The above table and chart shows that 86% of respondents are interested to use service of MITHUN FINANCIAL CONSULTANT because they introduce new scheme and we get benefit & only 14% of Respondent are not interested to visit the same.

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2. Respondents use Mithun Financial Consultant because companies employee knows customer value and money value.

Agree 54

Just agree 39

No Opinion Just Disagree Disagree 6 1 0

60 50 40 30 20 10 0 Agree Just agree 1 No Opinion Just Disagree 6 0 Disagree 54 39

Agree

Just agree

No Opinion

Just Disagree

Disagree

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.

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3. Respondents specify Mithun Financial Consultant better than other DP.

Agree 41

Just agree 37

No Opinion 20

Just Disagree 1

Disagree 1

45 40 35 30 25 20 15 10 5 0

41 37
Agree Just agree No Opinion Just Disagree Disagree

20

Agree

Just agree

No Just Disagree Opinion Disagree

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% of Respondents agree.31% of Respondents just agreed. 20 % of Respondent has not given their opinion. Only 1% of Respondent disagrees.

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9. Satisfaction level of Demat services offered by MITHUN FINANCIAL

CONSULTANTS

Extremely satisfied

Satisfied Neither satisfied/ Unsatisfied Extremely nor unsatisfied unsatisfied

38

46

16

38

46 16 Se rie s1

0
Extremely satisfied Satisfied Neither satisfied/nor unsatisfied unsatisfied

0
Extremely unsatisfied

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.

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10. how many peoples were satisfied with the service of mithun financial consultant. Neither satisfied/nor Satisfied 49 Unsatisfied 26

Extremely Satisfied 25

Unsatisfie Extremely d unsatisfied 0 0

60 50 40 30
Extremely satisfied Satisfied Neither satisfied/nor unsatisfied

49
20 10 0 Extremely satisfied Satisfied Neither satisfied/nor unsatisfied

unsatisfied Extremely unsatisfied

25

26 0
unsatisfied

0
Extremely unsatisfied

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.

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c. Freezing/Defreezing

Extremely Satisfied 6 Satisfied 49

Neither satisfied/nor Unsatisfied 45

Unsatisfie Extremely d unsatisfied 0 0

0 0
Extremely unsatisfied

45 49 6

unsatisfied Neither satisfied/nor unsatisfied Satisfied Extremely satisfied

10

20

30

40

50

60

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.
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d. Loan against Shares

Extremely satisfied 22

Satisfied Neither Unsatisfied Extremely satisfied/nor unsatisfied unsatisfied 33 45 0 0

0% 45%

22%

Extremely satisfied Satisfied Neither satisfied/nor unsatisfied unsatisfied

33%

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.

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e. Share Trading

Extremely

Satisfie Satisfied d 49 47

Neither satisfied/nor Unsatisfied 4

Unsatisfie d 0

Extremely Unsatisfied 0

60 50 40 30

49
20 10 0 Extremely satisfied

47

4
Satisfied Neither satisfied/nor unsatisfied

0
unsatisfied

0
Extremely unsatisfied

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.

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F. Periodic statements

Extremel y

Neither satisfied/ Satisfied Satisfied unsatisfied 48 44 8

Extremely Unsatisfied unsatisfied 0 0

60

Extremely satisfied Neither satisfied/nor unsatisfied

Satisfied unsatisfied

50

Extremely unsatisfied

40

30

20

48

44 8

10

0 Extremely satisfied Satisfied

Neither satisfied/nor unsatisfied

unsatisfied

Extremely unsatisfied

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.

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g. Telephone Quires

Extremely satisfied 40 Satisfied 48

Neither satisfied/nor unsatisfied 12

Unsatisfie Extremely d unsatisfied 0 0

60 50 40 30 20 10 0 Extremely satisfied

40

48 12
Satisfied
Neither satisfied/nor unsatisfied Extremely unsatisfied unsatisfied

Extremely satisfied Neither satisfied/nor unsatisfied Extremely unsatisfied

Satisfied unsatisfied

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.

44

h. Co-operation by Staff Extremely satisfied 60 Satisfied Neither satisfied/nor unsatisfied 5 unsatisfied Extremely unsatisfied 0

35

70 60 60

50

40 30

35

Extremely satisfied Satisfied

20

10

Neither satisfied/nor unsatisfied

5 0

unsatisfied

Satisfied

Extremely unsatisfied

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.

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Extremely unsatisfied

Extremely satisfied

Neither satisfied/nor unsatisfied

unsatisfied

I. Bills acceptance.

Extremely Satisfied satisfied 50 32

Neither Extremely satisfied/nor unsatisfied unsatisfied unsatisfied 16 1 1

60 50 40 30 50 20

32
10 0 Extremely satisfied Satisfied Neither satisfied/nor unsatisfied 16

1 unsatisfied
Satisfied

1 Extremely unsatisfied

Extremely satisfied

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.

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10. Dissatisfied with services/scheme

A Frequently reminders are given to Mithun consultant ltd., for update the information B Irregular receipt of Holding/Transaction statement Improper attention given to the enquires C D Improper format of Holding/Transaction statement Billing problems E F Inadequate information

4 1 5 1 1 2

4% 1% 5% 1% 1% 2%

a 4

B 1

c 5

d 1

e 1

f 2

6 5 5 4 4 3 2 2 1 1 0 1 1 1
a b c d e f

47

Very high 13

High 25

Reasonable 62

Low 0

Very low 0

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.

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11. Tariff Structure

70 60 50 40 30 20 10
Veryhigh High resonable

62

low verylow

25 13

0 Veryhigh High resonable

0
low

0
verylow

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.

49

12. Rate of Satisfaction for DP services

0% 0

20% 0

40% 11

60% 31

80% 53

100% 5

70 60 50 40 30 20 10 0 Veryhigh High resonable

Veryhigh High resonable

62
low verylow

25 13

0
low

0
verylow

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.

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13. Preference of own DP over other DP

Quality service 35

Rate Charged 14

Nothing in particular 10

Safety 40

Reach 1

45 40 35 30 25 20 15 10 5 0 Qulity service Rate Charged Nothing in paricular Safety

Qulity service Rate Charged Nothing in paricular Safety

35

40

Reach

14

10 1
Reach

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.

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Chapter 6

Findings and Conclusion

52

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.

53

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.

54

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

56

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

58

BIBLIOGRAPHY

Web sites www.Mithun.com www.indiainfoline.com www.sharekhan.com [email protected]

Books Company books & Brochures NSDL Books

59

Chapter 9

Appendix

60

QUESTIONNAIRE
Dear Sir/ Madam

NAME

____________________________

ADDRESS

____________________________
__________________________

OCCUPATION: __________________________ Phone No: __________

1. How you came to know about MITHUN FINANCIAL CONSULTANTS from 1 Friends 2 News Papers /Business Magazine 3 Online 4 Agent/Financial Agency 5 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
61

1 Agree

2 Just Agree

3 No opinion

4 Just disagree

5 Disagree

4.

In future you will be definitely using the service of MITHUN

FINANCIAL CONSULTANTS because of the attitude of the employees towards customers.

1 Agree

2 Just Agree

3 No opinion

4 Just disagree

5 Disagree

5.

you are use the service of MITHUN FINANCIAL CONSULTANTS

because of the benefit you get from MITHUN FINANCIAL CONSULTANTS

1 Agree

2 Just Agree

3 No opinion

4 Just disagree

5 Disagree

62

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 Agree

2 Just Agree

3 No opinion

4 Just disagree

5 Disagree

8.Are you satisfied with the MITHUN FINANCIAL CONSULTANTS services of dp are better than other dp services. 1 Agree 2 Just Agree 3 No opinion 5 Disagree

4 Just disagree

63

9. Express your satisfaction level about the following scheme/service please tick.

Schemes/services

Extremel y Satisfied

Satisfie d

Neither unsatisfie satisfied/no d r unsatisfied

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

64

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 Very High

2 High

3 Reasonable

4 Low

5 Very Low

65

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 CONSULTANTS DP over other DPs?

1 Quality Service

2 Rates Charged

3 Nothing in particular

4 Safety

5 Reach

14. A) Your age (Yrs) <25 26-35 36-45 46-60 > 60

B) Income (Pa) <60000 60000-1.2 L 1. 2 L 2.4 L

66

2.4 L 3.6L

3.6 L 6.0.L

6.0 L 12.0 L

C) Education Up to Xth Graduate Post Graduate. PhD. Others.

D) Yearly of investment. 1L-5 L 5L-10L >10L

15.

Suggestion _________________________________________

______________________________________________

67

CODE SHEET OF CUSTOMER RESPONSE

DATA CODE - SHEET

Sl 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 No 1 11111112 2 2 3 3 1 2 1 1 2 2 11111222 1 2 2 2 2 2 2 1 2 3 11111121 2 2 2 2 2 2 3 2 3 4 11222222 2 2 3 3 2 2 2 2 2 5 11111111 1 2 2 3 1 1 1 2 2 6 11211121 1 1 2 1 1 2 1 1 2 7 11111111 2 2 2 2 1 1 1 1 1 8 41111111 2 1 3 3 1 1 1 1 1 9 11122123 2 2 3 3 2 1 1 1 1 10 1 1 2 3 1 2 3 2 2 3 2 3 2 3 2 2 2 11 1 1 1 1 1 1 1 1 1 1 2 2 1 1 1 1 1 12 2 1 2 1 2 1 3 2 2 2 2 2 2 2 2 2 2 13 2 1 2 2 2 1 2 2 2 1 1 3 1 1 1 3 1 1 14 1 1 1 1 1 1 1 1 1 1 2 2 1 1 1 1 1 15 1 1 1 1 1 1 1 1 1 2 2 2 2 2 2 1 2 16 1 1 1 1 1 1 1 1 2 2 2 2 1 1 1 1 2 17 2 1 1 1 1 1 1 3 1 2 3 3 2 2 1 1 1
68

3 5 3 4 1 3 2 4 2 3 3 5 1 2 5 3 5 1 3 6 3 5 1 3 4 2 4 3 5 3 5 1 3 4 1 5 1 3 5 3 4 1 3 5 1 2

4 3

18 1 1 2 1 2 1 1 2 2 1 2 1 1 1 1 1 1 19 1 1 1 1 1 1 2 2 1 1 2 2 1 1 1 2 1 20 1 1 1 1 1 1 1 1 1 1 2 2 1 1 1 1 1 21 1 1 2 2 3 1 2 1 1 2 2 2 1 1 2 1 1 22 4 1 2 1 1 1 2 3 1 2 3 3 1 2 1 1 3 23 1 1 1 1 1 1 2 1 1 1 2 3 1 1 1 1 1 24 1 1 1 1 1 1 2 3 1 1 3 3 2 1 1 2 1 25 1 1 1 1 1 1 1 1 3 2 2 3 1 1 2 1 2 26 4 2 3 2 3 2 2 2 3 2 3 3 2 2 2 2 2 27 1 1 1 1 1 1 2 1 1 1 2 3 2 1 2 1 1 28 1 1 2 2 3 1 1 1 2 2 2 3 2 2 1 1 1 29 1 1 2 1 3 2 1 2 1 2 3 3 1 1 1 1 1 30 2 1 1 1 1 1 1 1 2 1 3 3 1 2 1 1 1 31 2 1 1 1 1 1 1 1 2 2 2 3 2 2 2 2 2 32 1 1 2 1 1 1 1 1 2 2 2 3 2 2 2 2 2 1 33 1 1 1 1 1 1 2 2 2 2 2 3 2 2 1 1 2 34 2 1 2 2 1 2 2 2 2 2 2 3 2 2 2 2 2 35 1 1 1 1 1 1 1 1 2 2 2 3 1 1 2 2 2 1 36 5 1 2 1 2 2 2 5 2 2 2 3 2 3 2 2 5 1 37 1 1 1 2 2 1 2 2 2 3 3 2 2 1 2 1 1 38 1 1 1 1 1 1 1 2 2 1 2 1 1 1 1 1 1 39 1 2 3 3 4 2 4 4 2 2 3 3 2 2 3 2 4 3 5 3

3 5 3 5 1 3 5 1 2 5 2 5 3 5 3 5 3 5 1 2 4 3 4 1 3 5 1 1 5 3 5 1 3 5 3 3 1 3 4 1 3 5 1 3 5 6 2 4 3 3 1 2 5 6 3 3 3 3 3

4 4 4 4

69

40 1 1 1 1 1 2 2 2 2 2 3 3 2 2 2 2 2 41 1 1 2 1 2 2 1 3 2 2 3 3 2 2 1 1 2 42 2 1 1 1 2 1 1 1 1 2 2 3 1 1 2 1 1 43 4 1 2 1 1 1 1 2 1 2 3 3 1 1 1 1 1 44 1 1 3 2 1 2 2 3 2 2 3 3 2 2 1 1 2 45 1 1 1 1 2 1 1 2 2 1 2 3 1 1 2 1 2 46 2 1 3 3 2 1 1 1 1 1 2 2 1 1 1 1 1 47 1 2 2 1 2 1 1 1 3 2 1 2 1 2 3 1 1 48 2 1 2 2 1 1 3 2 2 3 3 1 2 2 3 2 3 49 1 1 1 1 2 1 1 1 3 2 2 3 1 2 3 1 1 50 5 1 2 1 1 1 1 2 1 3 1 2 2 3 2 1 1 51 1 1 2 2 2 1 1 1 3 1 3 3 1 3 2 2 1 52 2 1 1 1 1 1 3 2 2 3 2 1 3 2 3 1 1 53 1 1 2 1 2 1 1 1 1 2 1 2 1 3 2 1 1 54 1 2 2 2 1 1 3 3 3 1 3 2 2 1 3 1 1 55 3 1 1 1 2 1 1 1 2 3 2 3 1 2 2 1 1 56 1 1 2 2 1 1 1 2 3 2 2 2 2 1 2 1 1 57 2 1 1 1 2 2 1 1 1 1 3 1 1 2 3 2 1 58 4 1 2 1 1 1 3 2 2 3 1 3 2 1 2 1 1 59 1 2 2 2 2 1 1 1 3 2 3 2 1 2 3 1 1 60 3 1 1 1 1 1 2 2 2 3 2 1 2 1 2 2 1 61 1 1 2 1 2 1 1 1 3 1 3 2 1 2 3 1 1 3

2 4 3 5 1 2 5 3 5 1 1 3 3 4 3 5 1 3 4 1 2 4 3 3 2 5 1 3 4 3 5 2 4 3 3 1 2 5 3 4 3 3 1 4 1 3 5 3 3 3 4 2 2 2 2 3 2 2 3 2 3 2 2

70

62 3 1 2 1 1 1 2 3 1 3 2 3 2 1 2 2 1 63 1 1 1 1 2 1 1 1 3 2 2 2 1 2 3 1 1 64 4 1 1 1 1 2 1 2 2 3 1 1 2 1 2 2 1 65 1 1 2 1 2 1 1 1 1 1 3 2 3 1 3 1 1 66 1 1 2 2 3 1 2 3 3 3 2 1 2 2 2 2 1 67 1 2 1 1 2 1 1 1 2 2 3 2 3 1 1 1 1 68 3 1 2 1 3 1 2 2 3 3 2 3 2 1 2 1 1 69 3 1 1 1 2 1 1 2 3 3 3 1 1 2 1 2 1 70 4 1 2 1 2 1 2 3 2 2 3 1 2 1 1 2 1 71 5 1 2 4 1 1 1 2 1 3 3 3 1 2 1 2 1 72 5 1 1 1 2 1 2 3 3 1 2 1 2 1 1 1 1 73 5 1 2 2 3 1 1 1 1 3 3 3 1 2 1 2 1 74 5 1 2 2 1 1 2 3 2 2 3 1 2 1 1 2 1 75 5 1 3 1 2 1 1 2 3 3 3 2 1 3 2 1 1 76 4 1 2 2 1 1 2 1 1 1 3 1 2 1 2 2 1 77 2 1 2 1 2 1 1 3 1 3 2 3 3 2 1 1 1 78 5 1 1 3 1 1 2 2 3 2 3 2 1 2 2 3 2 79 3 1 2 1 2 1 1 1 2 3 2 1 2 1 2 1 2 80 1 1 1 1 3 1 2 2 1 2 3 3 1 2 2 2 2 81 4 1 1 1 2 1 1 3 1 3 2 2 2 1 2 1 2 82 5 1 2 2 1 1 2 1 1 2 3 1 1 2 1 2 2 83 3 1 3 1 2 1 1 2 1 2 2 2 2 1 2 1 2

1 5 1 3 4 3 3 3 4 1 3 3 3 4 3 5 1 2 5 1 2 5 2 4 1 1 5 2 4 2 5 1 1 4 2 5 1 1 4 2 5 1 4 1 1 5 3 4 1 5 3 4 2 4 4 4 2 4 4 4 4 4 2 4 2 4

71

84 2 1 2 1 2 1 2 3 2 3 3 2 1 3 2 2 2 85 4 1 1 3 1 1 1 1 2 1 2 1 2 1 1 1 2 86 3 1 3 1 2 1 2 2 1 3 2 3 1 2 2 2 2 87 1 1 2 2 2 2 1 3 1 2 3 2 2 1 2 1 2 88 5 1 1 1 2 1 2 3 2 2 3 1 1 3 2 3 3 89 2 1 3 1 1 1 1 1 2 3 2 2 2 1 1 1 3 90 4 1 2 1 2 1 2 2 1 2 3 2 1 2 2 2 3 91 3 1 1 1 2 1 1 3 2 1 3 3 2 1 1 1 3 92 2 1 2 1 1 1 2 2 2 3 2 2 1 2 2 3 3 93 5 1 1 1 2 1 1 1 2 2 3 1 2 1 1 2 3 94 4 1 2 1 2 1 2 3 1 2 3 2 1 2 2 3 3 95 2 1 1 2 2 1 1 2 2 3 2 2 2 1 1 2 3 96 4 1 2 1 1 1 2 1 1 2 3 1 1 2 2 1 3 97 3 1 1 2 2 1 1 3 2 3 2 3 2 1 2 1 3 98 2 1 2 2 1 1 2 2 1 2 3 1 1 2 2 1 3 99 4 1 1 2 2 1 1 2 2 3 3 3 2 1 2 1 3 100 2 1 2 3 1 1 2 1 1 1 3 1 1 2 2 1 3

3 5 1 1 4 3 5 3 4 1 5 3 4 3 6 1 2 5 3 6 3 5 3 5 2 5 3 6 3 5 2 5 3 5 3 5 4 4 4 4 4 4 4 4 4 4 4 4 4 4 5

72