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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


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




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3. Respondents specify Mithun Financial Consultant better than other

DP.


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


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



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



Extremely satisfied Satisfied

Neither satisfied/nor unsatisfied 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


Neither satisfied/nor unsatisfied 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

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


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





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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

[email protected]

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


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


Disagree

8.Are you satisfied with the MITHUN FINANCIAL CONSULTANTS services

of dp are better than other dp services.

1 2 34

5


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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71

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

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