1. Summer Training Project TITLE- A Study on Customer Satisfaction in Religare Securities Limited Under the Guidance of : Presented By: Ms. HarleenMahajanAmrinder Singh (Faculty, PCTE) MBA- 2A
25. ReligareSecurites 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.
29. 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.
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31. Lack of awareness among customers because of non- aggressive promotional strategies (print media, newspapers, etc).
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33. Threats Aggressive promotional strategies by close competitors may hamper Religare’s acceptance by new clients. More and more players are venturing into this domain.
49. TITLE “A STUDY ON CUSTOMER SATISFACTION IN RELIGARE SECURITIES LIMITED”
50. Objectives of the Study To analysethe 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.
51. 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.
66. 4.10 Reference of the Share Broker to Friend or Other Acquaintances.
67. 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.
68. 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.
69. 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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