1. Summer Training Project TITLE- A Study on Customer Satisfaction in Religare Securities Limited Under the Guidance of : Presented By: Mr. Pashmina Shah Rushikesh Kulkarni (Faculty, VGBS) PGDM-3 rd Sem

2. Introduction to Brokerage Industry The Indian Brokerage Industry consists of companies that primarily act as agents for the buying and selling of securities (e.g. stocks, shares, and similar financial instruments) on a commission or transaction fee basis. Security market has two main interdependent segments:  Primary Market  Secondary Market

3. Evolution of Indian Brokerage Market  The Indian broking industry is one of the oldest trading industries that had been around even before the establishment of the BSE in 1875.  The equity brokerage industry in India is one of the oldest in the Asia region.  The roots of a stock market in India began in the 1860s during the American Civil War that led to a sudden surge in the demand for cotton from India resulting in setting up of a number of joint stock companies that issued securities to raise finance.

4. Key players in brokerage industry  India Infoline  ICICI Direct  Angel Broking  Geojit Paribas  HDFC Securities  Kotak Securities  Reliance Money  Religare

5. Contd  Share Khan  SBI Demat  Motilal Oswal  Anand Rathi  Citi Bank Demat  Karvy securities  HSBC Invest Direct

6. Top 10 Stock brokers in India 1. ICICI direct.com 2. India Infoline 3. Kotak Securities Ltd. 4. Share Khan 5. Indiabulls 6. Motilal Oswal 7. Bajaj Capital 8. SMC 9. Angel Broking 10. Reliance Money

7. Religare Enterprise Limited  Religare Enterprises Limited (REL) is a global financial services group promoted by the Ranbaxy group.  The company was originally incorporated as Vajreshwari Cosmetics Private Limited on January 30, 1984.  The status of the Company was changed to a public limited company by a special resolution of the members dated July 14, 2006.  ISO 9001:2000 certified company.

8. Vision & Mission Vision To build Religare as a globally trusted brand in the financial services domain. Mission Providing integrated financial care driven by the relationship of trust and confidence.

9. Logo

10. Companies Under Religare Enterprise Limited

11. Religare Securites Limited Religare Securities Limited (RSL), a 100% subsidiary of Religare Enterprises Limited is a leading equity and securities firm in India The major activities and offerings of the company today are Equity Broking, Depository Participant Services and Research Services Religare has a very credible Research and Analysis division, which not only caters to the need of our Institutional clientele, but also gives their valuable inputs to investment dealers.

12. Organisation Structure

13. OFFERINGS Trade in Equities Depository Services Commodity Trading Currency Futures

14. SWOT Analysis

15. Strength 3.5 SWOT Analysis Of Religare Securities Ltd. It is a Ranbaxy promoter Group Company. Equity Research Team, one of the best in market, which constantly track the pulse of the market and provide timely investment advice free of cost.

16. Weakness  Lack of sufficient branch-offices for speedy delivery of services.  Lack of awareness among customers because of non- aggressive promotional strategies (print media, newspapers, etc).  Lesser emphasis on customer retention.

17. Opportunities Can easily tap the retail investors with small saving through promotional channels like print media, electronic media, etc. More and more small investors are entering into Share Market.

18. Threats Aggressive promotional strategies by close competitors may hamper Religare’s acceptance by new clients. More and more players are venturing into this domain.

20. Current Ratio (In crores) 200820092010 Current Assets21.42496.8187.16 Current Liabilities10.575.10178.86 Current Ratio2.0397.41.48

21. Quick Ratio ( IN CRORES)

22. Absolute Liquid Ratio (IN CRORES)

23. Debt-Equity Ratio (IN CRORES)

24. Gross Margin Ratio (IN CRORES)

25. Net Profit Margin Ratio (IN CRORES)

26. Return on Total Assets (IN CRORES)

27. Trend Analysis of Income

28. Contd….

29. Trend Analysis of Expenditure

30. Contd…

31. Trend Analysis of Profit After Tax

32. Trend Analysis of Earning Per Share (EPS)

33. Contd…

34. TITLE “ A STUDY ON CUSTOMER SATISFACTION IN RELIGARE SECURITIES LIMITED”

35. Objectives of the Study To analyse the factors affecting customer satisfaction towards their broking firm. To understand the customer expectations from their stock broking firm. To study the problems faced by RSL customers.

36. Research methodology Research methodology is a way to systematically solve the research problems. In it we study the various steps that are generally adopted by a researcher in studying his research problem along with logic behind them.

37. Research Design : Descriptive Design Method of Data collection : Primary Data Secondary Data Sample Design : Universe Population Sample Size Sampling Unit Sampling Technique

38. Limitations of the Study Time Constraint. Sample Size is too small. Data Provided can be Biased. Postal Survey.

39. Data Analysis and Interpretation Data Analysis and Interpretation

40. 4.1 Frequency of Investment. N=100

41. 4.2 Amount Invested.

42. 4.3 Factors responsible for selection of Religare. N=100

43. 4.4 Satisfaction Level. Figure - 4.5

44. 4.5 Ranking of the Services.

45. 4.6 Ranking of the Expected Facilities.

46. 4.7 Distribution of the respondents according to level of Experiencing Time Lag while placing an order. Mean=1.13 N=100

47. 4.8 To determine whether respondents faced any problem in after sale services. N=100. 4.8 To determine whether respondents faced any problem in after sale services. N=100

48. 4.9 Various kind of problems faced by the Respondents. N=100

49. 4.10 Reference of the Share Broker to Friend or Other Acquaintances. 4.10 Reference of the Share Broker to Friend or Other Acquaintances.

50. FINDINGS It was found from the analysis that (62%) of the customers are interested to invest their saving in the stock market on daily basis. It was found from the analysis that maximum (33%) of the respondents have invested their savings more than Rs 1,00,000 for share trading. It was found from the analysis that (30%) made the selection of their stock broker on basis of it’s credit worthiness and trust while (28%) made their choice due to qualitative services provided by this broking house especially the amount of commission charged by the share broker for their services. It was found that maximum number of respondent are expecting main services of ‘Putting orders without delay’, ‘Trading time advice/guidance’ and Facility to see the margin amount and traded shares at the end of the day’ from their share broker.

51. Contd… It was found from the analysis that majority of the respondents i.e. (79%) have not faced any problem in after sales services from their stock broker and are satisfied with services. However findings revealed that majority of the customers are finding problems related to the hidden charges charged by the company and want an immediate remedial solution. It was evident from the analysis that a quite significant number of the respondents are satisfied with services, are not experiencing any time lag while placing an order and will refer their stock broking house to their friends and other acquaintances.

52. Suggestions Most of the investors are not aware of the hidden charges (taxes, stamp duty) charged by the Company. The charges (brokerage and taxes) need to be revealed to the investors. There is a need to improve services of ‘proper response from the dealers’, ‘putting the orders without delay’, ‘Trading time advice/guidance’ and ‘ provide proper exposure’ to their clients. A method should be established to award the employees who provide maximum profits to their clients. Try to reduce cost, so that benefits can be passed on to customers.

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