FM - India Infolion - 2

A Project Repot On Customer Satisfaction toward Service Provided by India Infoline Company At Amreli Branch Under the Guidance
of Mr. Arun Chaubey Branch Manager of
Under the Guidance of Mr. DR. Vishal Patidar Institution
Submitted to Gujarat Technological University - Ahmedabad Prepared By: Mandaliya Hiren Balvantray & Limbasia Satish Vitthalbhai M.B.A. Sem. II, Seat No - 013895 Seat No - 013973 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES Dr. Jivraj Mehta Vidhya Vihar Campus Lathi road Amreli Ph: (02792) 223509 fax: (02792) 223509 E-mail: kkpimsa@yahoo.com Web: kkpimsamreli.com
-1K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES
DIRECTORS RECOMMENDATION
TO, The Registrar Gujarat Technological University Ahmedabad
Subject: MBA Summer Training Project Report
Respected Sir,
We are recommending the Summer Training Project entitled On Customer Satisfasction Toward Service Provided by India Infoline Company prepared by Hiren & Satish at India infoline Ltd., Amreli Branch as the partial fulfillment of the University requirement for the award of MBA degree of Gujarat Technology University Ahmedabad.
Date: Place: - Amreli
Thanking You, Yours Faithfully
Director
STUDENT DECLARATION
We the undersigned student Hiren Mandaliya & Satish Limbasia of K. K. Parekh Institute of Management Studies Amreli M.B.A. II Semester, hereby declare that, the project on Customer Satisfaction is our own work.
In the partial fulfillment of Master Degree of Business Administration, We had undergone project work at India Infoline Company under the guidance of Ms. Arpita Vaghela K. K. Parekh Institute of Management Studies Amreli and submitted to Gujarat Technological University, Ahmedabad.
This project work is our original work and has not been submitted to any where earlier.
Date:
Signature
PREFACE
The training process is necessary for the full understanding of management courses as a student of M.B.A only studying management subject is not enough. We also have one practical subject of industrial training at any particular place for six week and have to prepare a report of the same.
During this academic year we have taken training at India Infoline Ltd. gave us a good experience of practical aspect. The work of preparing report is not possible by only one parson; it is a result of knowledge and guidance of many persons. This report covers fully information about Customer Satisfaction at India Infoline Ltd at Amreli Branch.
In many cases of preparing report we are very thankful to the executive officers and other members of India Infoline Ltd. who provide us all the information about the Branch.
We also thankful to Mr. Arun Chaubey (Branch Manager) who permitted us for training at their Branch.
Acknowledgement
We are very much thankful to our Dean of KKPIMS Mr. DR.Vishal Patidar because he provides us Opportunity for doing the Summer Internship Programmed and its only for him We have got the opportunity to know about the real corporate world with the help of the company India Infoline Ltd., my internal guide Ms. Arpita Vaghela helped us a lot to prepare our project and We have got all the important guidelines regarding of our projects from her and our external guide Mr. Arun Chaubey he has helped us a lot to collect all the information about the company and he is the only guy who told us that in which area We should go actually for Our field work and its only because of him We are able to know about market a little bit and Mr. Jignesh, Mr. Rajiv these two person also helped us during our Training programmed and they helped us to know about the practical market scenario . We end this note by taking responsibility solely for any of the mistakes.
Thanking you
Hiren B. Mandaliya & Satish V. Limbasia
EXECUTIVE SUMMARY
The title of the Project done at India Infoline Limited is A study on Customer satisfaction towards the services provided by India Infoline with special reference to Amreli office The main objective of the study was to study the satisfaction level of brokerage, to understand the satisfaction level of clients with India Infoline regarding tip, to understand the satisfaction level of clients with India Infoline regarding trade confirmation, to study the satisfaction level of flexibility provided by India Infoline, to understand the satisfaction level of clients with India Infoline regarding service provided by staff, to study the overall satisfaction level.
The type of research was Exploratory Research. The sampling used in this method is convenience sampling method. The sources of the data for the study were primary and secondary data. The questionnaire was prepared and administered to collect the relevant primary data. The data collection method was based on questionnaire, Telephonic & Personal Interview
TABLE OF CONTENTS
NO. 1. 2.
2.1
PARTICULARS INTRODUCTION INDUSTRIAL PROFILE

History of the Stock Market
PAGE NO.
12
14 18
3.
3.1 3.2 3.3 3.4
COMPANY PROFILE
India Infoline Story of Glory History of India Infoline India Infoline Milestones Competitor Details
21 21 23 26 32 35 36 40 42 47
4.
4.1 4.2 4.3 4.4
FOUR FUNCTION
Human Resources Department Marketing Department Finance Department Operation Department
5
5.1 5.2 5.3 5.4
RESEARCH METHODOLOGY
Meaning Of The Research Objective Of The Study Rational Of The Study Literature Review
49 49 50 51 52
-9-
K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES
5.5 5.6 5.7 5.8 5.9
Types of research Limitation Of The Study Variable Method of Data Collection Data Collection & Interpretation
54 55 56 57 58
6. 7. 8. 9.
9.1
FINDINGS & SUGGESTIONS CONCLUSION BIBLIOGRAPHY APPENDIX

Questionnaire
75
77
79
81 81
- 10 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES
1.INTRODUCTION
Customer satisfaction is a measure of how products and services supplied by a company can meet the customers expectations. Customer satisfaction is still one of the single strongest predictors of customer retention. Its considerably more expensive to attract new customers than it is to keep old ones happy. In a climate of decreasing brand loyalties, understanding customer service and measuring customer satisfaction are very crucial. There is obviously a strong link between customer satisfaction and customer retention. Customer's perception of Service and Quality of product will determine the success of the product or service in the market. With better understanding of customers' perceptions, companies can determine the actions required to meet the customers' needs. They can identify their own strengths and weaknesses, where they stand in comparison to their competitors, chart out path future progress and improvement. Customer satisfaction measurement helps to promote an increased focus on customer outcomes and stimulate improvements in the work practices and processes used within the company. Customer expectations are the customer-defined attributes of your product or service you must meet or exceed to achieve customer satisfaction. There are many reasons why customer expectations are likely to change over time. Process improvements, advent of new technology, changes in customer's priorities, improved quality of service provided by competitors are just a few examples.
2.INDUSTRY OVERVIEW
Bombay Stock Exchange is the oldest stock exchange in Asia with a rich heritage, now spanning three centuries in its 133 years of existence. What is now popularly known as BSE was established as "The Native Share & Stock Brokers Association" in 1875. BSE is the first stock exchange in the country which obtained permanent recognition (in 1956) from the Government of India under the Securities Contracts (Regulation) Act 1956. BSE's pivotal and pre-eminent role in the development of the Indian capital market is widely recognized. It migrated from the open outcry system to an online screen-based order driven trading system in 1995. Earlier an Association Of Persons (AOP), BSE is now a corporatised and demutualised entity incorporated under the provisions of the Companies Act, 1956, pursuant to the BSE (Corporatisation and Demutualisation) Scheme, 2005 notified by the Securities and Exchange Board of India (SEBI). With demutualisation, BSE has two of world's best exchanges, Deutsche Brse and Singapore Exchange, as its strategic partners. Over the past 133 years, BSE has facilitated the growth of the Indian corporate sector by providing it with an efficient access to resources. There is perhaps no major corporate in India which has not sourced BSE's services in raising resources from the capital market. Today, BSE is the world's number 1 exchange in terms of the number of listed companies and the world's 5th in transaction numbers. The market capitalization as on December 31, 2007 stood at USD 1.79 trillion . An investor can choose from more than 4,700 listed companies, which for easy reference, are classified into A, B, S, T and Z groups.
The BSE Index, SENSEX, is India's first stock market index that enjoys an iconic stature, and is tracked worldwide. It is an index of 30 stocks representing 12 major sectors. The SENSEX is constructed on a 'free-float' methodology, and is sensitive to market sentiments and market realities. Apart from the SENSEX, BSE offers 21 indices, including 12 sectoral indices. BSE has entered into an index cooperation agreement with Deutsche Brse. This agreement has made SENSEX and other BSE indices available to investors in Europe and America. Moreover, Barclays Global Investors (BGI), the global leader in ETFs through its iShares brand, has created the 'iShares BSE SENSEX India Tracker' which tracks the SENSEX. The ETF enables investors in Hong Kong to take an exposure to the Indian equity market. BSE has tied up with U.S. Futures Exchange (USFE) for U.S. dollar-denominated futures trading of SENSEX in the U.S. The tie-up enables eligible U.S. investors to directly participate in India's equity markets for the first time, without requiring American Depository Receipt (ADR) authorization. The first Exchange Traded Fund (ETF) on SENSEX, called "SPIcE" is listed on BSE. It brings to the investors a trading tool that can be easily used for the purposes of investment, trading, hedging and arbitrage. SPIcE allows small investors to take a long-term view of the market. BSE provides an efficient and transparent market for trading in equity, debt instruments and derivatives. It has a nation-wide reach with a presence in more than 450 cities and towns of India. BSE has always been at par with the international standards. The systems and processes are designed to safeguard market integrity and enhance transparency in operations. BSE is the first exchange in India and the second in the world to obtain an ISO 9001:2000 certification. It is also the first exchange in the country and second in the world to receive Information Security Management System Standard BS 7799-2-2002 certification for its BSE On-line Trading System
(BOLT). BSE continues to innovate. In recent times, it has become the first national level stock exchange to launch its website in Gujarati and Hindi to reach out to a larger number of investors. It has successfully launched a reporting platform for corporate bonds in India christened the ICDM or Indian Corporate Debt Market and a unique ticker screen aptly named 'BSE Broadcast' which enables information dissemination to the common man on the street. In 2006, BSE launched the Directors Database and ICERS (Indian Corporate Electronic Reporting System) to facilitate information flow and increase transparency in the Indian capital market. While the Directors Database provides a single-point access to information on the boards of directors of listed companies, the ICERS facilitates the corporates in sharing with BSE their corporate announcements. BSE also has a wide range of services to empower investors and facilitate smooth transactions. Investor Services: The Department of Investor Services redresses grievances of investors. BSE was the first exchange in the country to provide an amount of Rs.1 million towards the investor protection fund; it is an amount higher than that of any exchange in the country. BSE launched a nationwide investor awareness programme- 'Safe Investing in the Stock Market' under which 264 programmes were held in more than 200 cities. The BSE On-line Trading (BOLT): BSE On-line Trading (BOLT) facilitates on-line screen based trading in securities. BOLT is currently operating in 25,000 Trader Workstations located across over 450 cities in India.
BSEWEBX.com: In February 2001, BSE introduced the world's first centralized exchange-based Internet trading system, BSEWEBX.com. This initiative enables investors anywhere in the world to trade on the BSE platform. Surveillance: BSE's On-Line Surveillance System (BOSS) monitors on a real-time basis the price movements, volume positions and members' positions and real-time measurement of default risk, market reconstruction and generation of cross market alerts. BSE Training Institute: BTI imparts capital market training and certification, in collaboration with reputed management institutes and universities. It offers over 40 courses on various aspects of the capital market and financial sector. More than 20,000 people have attended the BTI programmes. Awards: The World Council of Corporate Governance has awarded the Golden Peacock Global CSR Award for BSE's initiatives in Corporate Social Responsibility (CSR). The Annual Reports and Accounts of BSE for the year ended March 31, 2006 and March 31 2007 have been awarded the ICAI awards for excellence in financial reporting. The Human Resource Management at BSE has won the Asia - Pacific HRM awards for its efforts in employer branding through talent management at work, health management at work and excellence in HR through technology
2.1 HISTORY OF STOCK MARKET

History of stock market trading in the United States can be traced back to over 200 years ago. Historically, the colonial government decided to finance the war by selling bonds, government notes promising to pay out at profit at a later date. Around the same time private banks began to raise money by issuing stocks, or shares of the company to raise their own money. This was a new market, and a new form of investing money, and a great scheme for the rich to get richer. A little further on the history timeline, more specifically in 1792, a meeting of twenty four large merchants resulted into a creation of a market known as the New York Stock Exchange(NYSE). At the meeting, the merchants agreed to meet daily on Wall Street to daily trade stocks and bonds. Further in history, in the mid-1800s, United States was experiencing rapid growth. Companies needed funds to assist in expansion required to meet the new demand. Companies also realized that investors would be interested in buying stock, partial ownership in the company. History has shown that stocks have facilitated the expansion of the companies and the great potential of the recently founded stock market was becoming increasingly apparent to both the investors and the companies. By 1900, millions of dollars worth of stocks were traded on the street market. In 1921, after twenty years of street trading, the stock market moved indoors. History brought us the Industrial Revolution, which also played a role in changing the face of the stock market. New form of investing began to emerge when people started to realize that profits could be made by re-selling the stock to others who saw value in a company. This was the beginning of the secondary market, known also as the
speculators market. This market was more volatile than before, because it was now fueled by highly subjective speculation about the companys future. This was the pretext for appearance of such stock market giants as NYSE. History books tell us that the reason the NYSE is so highly regarded among stock markets was primarily because they only trade in the very large and well-established companies. It acted as a more stable investment alternative, for people interested in throwing their capital into the stock market arena. The smaller companies making up the stock market formed into what eventually became the American Stock Exchange (AMEX). Contrary to the 80-year old history, today the NYSE, AMEX, NASDAQ and hundreds of other exchange markets make a significant contribution to the national and global economy. The growth in the number of market participants led the government to decide that more regulation of the stock market was needed to protect those investing in stock. History was made in 1934, when following the Great Crash, Congress passed the Securities and Exchange Act. This act formed the Securities and Exchange Commission (SEC), which, through the rules set out by the act and succeeding amendments, regulates American stock market trading with the help of the exchanges. It also includes overseeing the requirements for a company to issue stock shares to the public and ensures that the company offers relevant information to potential investors. The SEC also oversees the daily actions of market exchanges and how they trade the securities offered. Although historically, investing in stocks was a hobby for the rich, an average person too soon came to realize the value of the investing in stocks vs. traditional assets like land or a house.
3.1 INDIA INFOLINE STORY OF GLORY

Circa 1995. A group of professionals formed a company called Probity Research & Service Pvt Ltd. The name was later changed to India Infoline Ltd. The Objective was to provide unbiased and independent information to market intermediaries and investors. The quality of research soon caught the imagination of all major participant in the financial market. In a span of 2 to 3 years the client list read like the whos who of Indian financial market. The list included consulting firms like Mckinsey, companies like Hindustan Lever ,Banks like Citibank, Rating agencies Like CRISIL, D&B, FIs, FIIs, foreign brokers as well as leading Indian Brokers, The going was smooth but not exciting ! One fine morning in early 1999, a colleague had a crazy idea that if the company made all the research available free on the web, the number of users may well jump from 250 to 2.5 million ! To make it true, the business required a reincarnation. And the pre requisite was a death. It meant that the company put up all the information free on the website and let go of all the revenues and profits. Worse, if the new avatar failed, there would be no comebacks. The idea was too compelling to worry about the consequences. Probity took a whole hearted plunge. The advertisement, alongside, said it all. The new avatar business model took off. And it took off like a rocket ! All employees, angel investors and well wishers were ecastatic. Little did they know that the rocket would run out of fuel in mid air. Venture capitalists and private equity investors linedup to sign term sheets without even looking at the balance sheet. India Infoline raised US$ 1 million in the first round and completed the second round at the peak of dotcom euphoria AROUND March 2000 and raised US$ 5 million.
Circa 2001. The internet bubble started bursting faster than anybody could have imagined. The dotcom suffix, which was the sexiest tail to any business name, suddenly became the worst stigma to have. Funding disappeared completely, regardless of valuation, business model or management depth. The company also had a crash landing and was forced to jettison a number of plans including one to set up a TV channel. India Infoline decided to narrow its focus on businesses where it could leverage its core competencies to the maximum. The key business lines that emerged were mutual funds, like insurance and E-brocking. The company became havily dependent on its e broking business for survival. The odds were against them. There was no money available from the private equity investors at any valuation. All competitors were backed by institutions or had abundant capital. The core Promoters of the company had little experience of broking. To add to it, the market was hit by a scam. They also had their share of price to pay and lessons to learn. It was difficult to retain people. Although devastating for morale, but not surprising, most market observers had written them off. There was a core group who never lost hope. They cut all possible costs and worked on a bare bones structure. They survived against all odds and started capturing market share. Not broking alone but mutual funds and life insurance businesses also grew strongly. The company rose from strength to become the leading corporate agent in life insurance and among the top retail players in mutual fund and brocking space.
3.2 HISTORY OF INDIA INFOLINE LTD.

India Infoline was originally incorporated on October 18, 1995 as Probity Research and Services Private Limited at Mumbai under the Companies Act, 1956 with Registration No. 11 93797. India Infoline commenced operations as an independent provider of information, analysis and research covering Indian businesses, financial markets and economy, to institutional customers. India Infoline became a public limited company on April 28, 2000 and the name of the Company was changed to Probity Research and Services Limited. The name of the Company was changed to India Infoline.com Limited on May 23, 2000 and later to India Infoline Limited on March 23, 2001.
In 1999, India Infoline.com identified the potential of the Internet to cater to a mass retail segment and transformed our business model from providing information services to institutional customers to retail customers. Hence India Infoline launched Internet portal, www.indiainfoline.com in May 1999 and started providing news and market information, independent research, interviews with business leaders and other specialized features.
In May 2000, the name of India Infoline was changed to India Infoline.com Limited to reflect the transformation of our business. Over a period of time, India Infoline.com has emerged as one of the leading business and financial information services provider in India.
In the year 2000, India Infoline leveraged its position as a provider of financial information and analysis by diversifying into transactional services, primarily for online trading in shares and securities and online as well as offline distribution of personal financial products, like mutual funds and RBI Bonds. These activities were carried on by our wholly owned subsidiaries.
India Infoline broking services was launched under the brand name of 5paisa.com through our subsidiary, India Infoline Securities Private Limited and www.5paisa.com, the e-broking portal, was launched for online trading in July 2000. It combined competitive brokerage rates and research, supported by Internet technology besides investment advice from an experienced team of research analysts, India Infoline also offer real time stock quotes, market news and price charts with multiple tools for technical analysis.
Facilities India Infolines main offices are located in approximately 4,000 square feet of office space located in Mumbai, India. India Infoline Branches collectively occupy an additional 10,000 square feet of office space located throughout India, As on March 31, 2005, India Infoline has 73 branches across 36 locations in India. Future plan Expand the business in various cities of Amreli district. To cover maximum client of Amreli district. To put best efforts for providing maximum return to their client. Became the king of market in Amreli through best services.
3.3 INDIA INFOLINE MILESTONES

Incorporated on October 18, 1995 as Probity Research & Services. Launched Internet portal www.indiainfoline.com in May 1999. Commenced distribution of personal financial products like Mutual Funds and RBI Bonds in April 2000. Launched online trading in shares and securities branded as www.5paisa.com in july 2000. Started Life Insurance agency business in December 2000 as a Corporate Agent of ICICI Prudential Life Insurance. Become a Depositary Participant of NSDL in September 2001. Launched Stock messaging service in May 2003. Acquired Commodities broking License in March 2004. Launched Portfolio management service in Augest 2004. Listed on NSE and BSE on May 17, 2005 Listed Price of India Infoline share was 76 Rs Acquired NBFC License in May 2005. Acquired 75% stake holding in Moneytree Consultency services, which is a distributor of Mortgage s and other Loan products, in October 2005. Acquired 100% euity of Marchmont Capital Advisors Pvt Ltd in December 2005 through which we have ventured in to Merchant Banking. DSP Merrill Lynch Capital subscribed to convertible bonds aggregating Rs. 80 crores in December 2005. Bennett Coleman & Co Ltd (BCCL) invested Rs. 20 crores in India Infoline by way of preferential allotment in December 2005.
Became a depositary participant of CDSL in June 2006. Merger of India Infoline Securities Private Limited with India Infoline Limited in January 2007. Entered into an alliance with Bank of Baroda for Baroda e-trading in February 2007. CLSA Institutional equities team joined us in 2007. Formed Singapore Subsidiary IIFL (Asia) Pvt Ltd in 2007. Mr. Arun K Purvar joined as independent director in March 2008. Received Best Broker in India award by Finance Asia in June 2008. Received Venture Capital License from SEBI in September 2008. Received in principal approval from SEBI for sponsoring Mutual Fund in November 2008 Receive Insurance broking license from IRDA in December 2008. Received registration for Housing Finance Company from NHB in February 2009. Entered into a strategic agreement with Interactive Brokers, LLC (USA) to provide our clients direct market access to over 80 global exchange in 18 countries in July 2009.
About India Infoline Ltd. India Infoline Ltd. is a one stop Investment (financial services) shop, most respected for quality of its advice, are a one- stop financial services shop, most respected for quality of its advice, personalized service and cutting-edge technology.
Vision India Infoline vision is to be the most respected company in the financial services space.
India Infoline Group The India Infoline group, comprising the holding company, India Infoline Limited and its wholly-owned subsidiaries, straddle the entire financial services space offerings ranging from Equity research, Equities and derivatives trading, Commodities trading , portfolio Management Services, Mutual Funds, Life Insurance, Fixed deposits, GoI bonds and other small savings instruments to loan products and investment banking. India Infoline also owns and manages the websites www.indiainfoline.com and www.5paisa.com. The company has a network of 596 branches spared across 345 cities and towns. It has more than 500,000 customers.
India Infoline Ltd. India Infoline Limited is listed on both the leading stock exchanges in India, viz. the stock Exchange, Mumbai (BSE) and the National Stock Exchange (NSE) and is also a member of both the exchanges. It is engaged in the businesses of Equities broking, Wealth Advisory Services and Portfolio Management Services. It offers
broking services in the Cash and Derivatives segments of the NSE as well as the Cash segment of the BSE
A SEBI authorized Portfolio Manager; it offers Portfolio Management Services to clients. These services are offered to clients as different schemes, which are based on differing investment strategies made to reflect the varied risk-return preferences of clients.
India Infoline Media and Research Services Limited. The content services represent a strong support that drives the broking, commodities, mutual fund and portfolio management services businesses. Revenue generation is through the sale of content to financial and media houses, Indian as well as global. It undertakes equities research which is acknowledged by none other than Forbes as 'Be st of the Web' and 'a must read for investors in Asia'. India Infoline research is available not just over the internet but also on international wire services like Bloomberg.
India Infoline Commodities Limited. India Infoline Commodities Pvt Limited is engaged in the business of commodities broking. Our experience in securities broking empowered us with the requisite skills and technologies to allow us offer commodities broking as a contracyclical alternative to equities broking. We enjoy memberships with the MCX and NCDEX, two leading Indian commodities exchanges, and recently acquired membership of DGCX..
India Infoline Marketing & Services India Infoline Marketing and Services Limited is the holding company of India Infoline Insurance Services Limited and India Infoline Insurance Brokers Limited.
(a) India Infoline Insurance Services Limited is a registered Corporate Agent with the Insurance Regulatory and Development Authority (IRDA). It is the largest Corporate Agent for ICICI Prudential Life Insurance Co Limited, which is India's largest private Life Insurance Company. (b) India Infoline Insurance Brokers Limited India Infoline Insurance Brokers Limited is a newly formed subsidiary which will carry out the business of Insurance broking. We have applied to IRDA for the insurance broking licence and the clearance for the same is awaited.
India Infoline Investment Services Limited Consolidated shareholdings of all the subsidiary companies engaged in loans and financing activities under one subsidiary. Recently, Orient Global, a Singaporebased investment institution invested USD 76.7 million for a 22.5% stake in India Infoline Investment Services.
3.4 COMPETITORS DETAILS

Following is the competitors of India Infoline ltd. India Infoline face cut throught competition ageinst these companies
ANGEL BROKING PVT LTD. Angel believes in reaching out to the customer at the farthest end rather than by reaching out to them. The company in its endeavour to give its client the best has opened up several branches all over Mumbai, which are efficiently integrated with the Head Office. Angel Broking Limited is primarily into retail stock broking, with a customer base of retail investors, which has been increasing at a compounded growth rate of 100% every year. The company has huge network sub-brokers in India, registered with SEBI, who act as channel partners for the company. MARWADI GROUP Marwadi Group was incorporated in 1992 with the vision of providing superior standards of executive financial services focusing on professionalism, speed and ethics to a wider client's spectrum in India and proposed to start its operation in the subcontinent & overseas. Marwadi Group strength lies in its team of confident, young, talented, qualified and experienced professionals to carry out different functions under the able leadership of its management
SHAREKHAN LIMITED Sharekhan Limited offers online security broking and portfolio services to institutions and large corporate houses as well as individual investors. Sharekhan Limited was formerly known as SSKI Investor Services Private Limited. The company is based in Mumbai, India. KOTAK SECURITIES Incorporated in 1994, Kotak Securities Limited, the leading stock broking house of India is 100% subsidiary of Kotak Mahindra Bank. Company offering includes stock broking through the branch and Internet, Investments in IPO, Mutual funds and Portfolio management service. It also offers portfolio management services to high net worth individuals and corporate customers. Kotak securities also distributes a range of financial products, including company fixed deposits, mutual funds, initial public offerings, secondary debt, equity, and small savings schemes. ASHIT C. MEHTA Asit C. Mehta Investment Interrmediates Ltd provides equity broking and research based advisory service to institutional investors like Banks, Insurance, Mutual Funds, Investment Entities of Institutional Investors, Foreign Financial Institutions, etc. It also provide additional services like Organize visit to company under company fundamental research coverage Analysis of conference call with major companies.
DANI SECURITIES The team of Dani Shares & Stocks Pvt. Ltd. is made up of research analysts, financial analysts, derivative strategists, arbitragers and dealers. Decades of experience have enabled team members to outperform the market consistently, yielding the best results for clients.
Dani Securities believe that our strength does not come from physical capacity but from an indomitable will to serve, succeed and make its clients prosper. The company believe failures are only temporary setbacks and that their success comes from the success of their clients. ICICI DIRECT ICICI Web Trade Limited (IWTL) maintains www.icicidirect.com (herein after referred to as the "Website") whereas IWTL is an affiliate of ICICI Bank Limited and the Website is owned by ICICI Bank Limited. IWTL has launched and established an online trading service on the Website. HDFC SECURITY HDFC security is the subsidiary of HDFC (Housing Development Financial Corporation). www.hdfcsec.com would have an exclusive discretion to decide the customers who would be entitled to its online investing services. www.hdfcsec.com also reserves the right to decide on the criteria based on which customers would be chosen to participate in these services .The present web site (www.hdfcsec.com) contains features of services that they offer/propose to offer in due course. The launch of new services is subject to the clearance of the regulators. i.e. SEBI, NSE and BSE.
4.1 HUMAN RESOURCES DEPARTMENT

The Human Resources Management (HRM) function includes a variety of activities, and key among them is deciding what staffing needs you have and whether to use independent contractors or hire employees to fill these needs, recruiting and training the best employees, ensuring they are high performers, dealing with performance issues, and ensuring your personnel and management practices conform to various regulations. Activities also include managing your approach to employee benefits and compensation, employee records and personnel policies. Usually small businesses (for-profit or nonprofit) have to carry out these activities themselves because they can't yet afford part- or full-time help. However, they should always ensure that employees have -- and are aware of -- personnel policies which conform to current regulations. These policies are often in the form of employee manuals, which all employees have. Note that some people distinguish a difference between HRM (a major management activity) and HRD (Human Resource Development, a profession). Those people might include HRM in HRD, explaining that HRD includes the broader range of activities to develop personnel inside of organizations, e.g., career development, training, organization development, etc. The India Infoline Human Resources team has brought out a HR portal that includes all the details of the firm, which is specially design for the India Infoline members. It gives details about the development of the organization , organization structure, an overview of HR polices, the core team members who plays the key role in upbringing the company, etc the manpower strength in India Infoline is very hugh employees.
3Business unit HR :Work out the manpower planning & forecasting at the begging of the financial year Recruit up to the level of the general manager. Prepare job profile stating job title, job satisfaction, job responsibility, & critical competencies. Human resource planning is a process of the determining and estimating about the number of people required or are in demand in the origination to carry out the organizational activities and also to ensure the accurate availability of the personal. It is a process of the finding right person at right place or job, at right time, with right qualification, capable of effectively and efficiently completing those tasks that will help the organization achieve its overall objectives. Human resource planning translates the organizations objectives and plans into the number of works
needed to meet those objectives, without a clear- cut planning estimation of an organizations human resource need is reduced to mere guesswork. The actual process of human resource planning includes: Environmental scanning Organizational objectives and policies HR programming HRP implementation Control and evaluation of programmed.
4.2 MARKETING DEPARTMENT

INDIA INFOLINE one of the leading financial intermediaries and india's most popular website for business and investment. Its Website has been rated as 'Best of the Web' by Forbes, under the Asia Investing category.
Besides providing up-to-date and comprehensive information on business and industry, It is also a leading investment intermediary for Mutual Funds, Bonds, ICICI / IDBI Bonds, Govt. Relief Bonds, Insurance, IPOs and Fixed Deposits in India. India Infoline is direct brokers/ agents with leading financial institutions like RBI, UTI, LIC, GIC, ICICI, IDBI and other private mutual fund like HDFC, Alliance, Prudential ICICI, Templeton, TATA, HSBC, Standard & Chartered, Sun F&C, Birla, DSP Merrill Lynch, Kotak, IL&FS, Sundaram, Zurich and Reliance.
The company has more than 500 Investor points in all the leading cities across India, with a team of trained and qualified investment advisors and 1500+associates (sub brokers). Company e-broking web site 5paisa.com, which deals in shares, provides you fast, secure and easy to use trading facilities combined with a wealth of outstanding products and features. Thus, we are uniquely placed with both online and offline presence to maximize customer satisfaction.
India Infoline is a growing organization, which is an ideal place for individuals with high ambitions. The working atmosphere is highly charged with a young and energetic team of qualified professionals.
MARKETING STRATEGY OF INDIA INFOLINE

Market Positioning: Market positioning statements of India Infoline are At India Infoline we give you single window service and We also ensure your comfort. So, India Infoline focus on the consumers who prefer almost all investment activities at same place by providing number of various financial services. At India Infoline a person can purchase or sell shares, debentures etc. and at the same place also demat it. India Infoline also provides other investment option to the same person at same place like Mutual Fund, Insurance, Fixed Deposit, and Bonds etc. and help the person in designing his portfolio. By this way India Infoline provides comfort to its customers.
Target Market: India Infoline uses demographic segmentation strategy and segment people based on their occupation. India Infoline uses selective specialization strategy for market targeting. Target person for the India Infoline Stock Broking and India Infoline Investment Service are persons who can work as sub-broker for the companies. Companies focus on Advisors of Insurance and post office, Tax consultants and CAs for making sub-broker.
Marketing channel System:India Infoline uses one level marketing channel for investment product distribution. Sub-brokers work as intermediary between consumer and company. Company has both forward and backward flow of activity through channel. Company distributes stationery, brokerage, and information forward to its sub-broker. The sub-brokers send filled forms, queries, amount of investment etc. back to the company.
Training Channel Members: India Infoline provides training to the sub-brokers because they will be viewed as the company by the investors. The executives of India Infoline explain various new schemes of investment to the sub-brokers with its objective, risk factors and expected return. Company also periodically arrange seminar to guide sub-brokers.
Advertising and Promotion: The objective of advertising of India Infoline is to create awareness about services of India Infoline among investors and sub-brokers. India Infoline also publishes its weekly Stock Market Newsletter Market Mantra.
Entails planning for the future of a person or a business enterprise to ensure a positive cash flow. It includes the administration and maintenance of financial assets. Besides, financial management covers the process of identifying and managing risks. The primary concern of financial management is the assessment rather than the techniques of financial quantification. Financial Manager looks at the available data to judge the performance of enterprises. Managerial finance is an interdisciplinary approach that borrows from both managerial accounting and corporate finance. Some experts refer to financial management as the science of money management. The primary usage of this term is in the world of financing business activities. However, financial management is important at all levels of human existence because every entity needs to look after its finances. Financial managers aim to boost the levels of resources at their disposal. Besides, they control the functioning on money put in by external investors. Providing investors with sufficient amount of returns on their investments is one of the goals that every company tries to achieve. Efficient financial management ensures that this becomes possible. Strong financial management in the business arena requires managers to be able to:
Interpret financial reports including income statements, Profits and Loss or P&L, cash flow statements and balance sheet statements Improve the allocation of working capital within business operations Review and fine tune financial budgeting, and revenue and cost forecasting
Look at the funding options for business expansion, including both long and short term financing. Review the financial health of the company or business unit using ratio analyses, such as the gearing ratio, profit per employee and weighted cost of capital Understand the various techniques using in project and asset valuations Apply critical financial decision making techniques to assess whether to proceed with an investment Apply critical financial decision making techniques to assess whether to proceed with an investment Understand valuations frameworks for businesses, portfolios and intangible assets
4.4 OPERATION DEPARTMENT

Operation Department includes various product of the India Infoline company like: Equity Account Mutual Funds Life Insurance Portfolio Management Service Commodity Account The Process of opening Equity Account & Commodity Account are as under. A person have to pay 555Rs. Cheque in favour of India Infoline Ltd. for opening the account and it is one time payment and Life time services. Alongwith it, a person have to pay 10000Rs.Cheque as a Margin money. Cash payment is not allowed by company. Following document must required at the time of opening Account. Pan Card Address Proof Bank Statement or Front page of passbook Cancelled Cheque
5. RESEARCH METHODOLOGY
Meaning Of The Research Research is an academic activity and as such the term should be used in a technical sense. Research is the search for the knowledge. Once can also define research as a scientific and systematic search for relevant information on a specific topic. In fact, research is an art of scientific investigation. a careful investigation or inquiry specially through search for new facts in any branch of knowledge. Is also called research.
Define and redefine problems, formulating hypothesis or suggested solution; collecting, organizing and evaluating data; making deductions and reaching conclusions and at last carefully testing the conclusions to determine whether they fit the formulating hypothesis. The manipulating of things, concept or symbols for the purpose of generalizing to extend. Correct or verify knowledge, whether that knowledge aids in construction of theory or in the practice of an art.
5.1 OBJECTIVES
1. To study the satisfaction level of brokerage.
2. To understand the satisfaction level of clients with India Infoline regarding tips.
3. To understand the satisfaction level of clients with India Infoline regarding trade confirmation.
4. To study the satisfaction level of flexibility provided by India Infoline.
5. To understand the satisfaction level of clients with India Infoline regarding service provided by staff.
6. To study the overall satisfaction level.
5.2 RATIONAL OF THE STUDY
The purpose of the study is to know the expectations of those customers who trading in INDIA INFOLINE LTD and the satisfaction levels of customers with the services provided by the INDIA INFOLINE LTD. Here the main purpose of the survey is to know the various factors that are very important in satisfying the customers needs and to know how INDIA INFOLINE LTD is ensuring its customers satisfaction. The expectations of customers are vary from one customer to the other customer. It is very difficult to any business firm to satisfy all the expectations of all customers but there are some common factors that are essential to fulfill.
5.3 LITERATURE REVIEW
In this 21st century the digital revolution has transformed the economy in to a new economy which empowered the customer with new set of capabilities such as; 1.Access to greater amount of information, 2.Wider variety of available good and services 3.Greater ease of interacting with the service provider.
This new capability in the new economy led the customer to market the marketing and plays a very vital role in the growth of the market. It is essential in the service industry in particular, place greater emphasis on the enablers leading to customer satisfaction and customer retention. It is in this context is very important to understand the customer requirements to provide value-(QSP - Quality, Service and Price) and track and manage the customer satisfaction for retention and creation of new customers.
In Service industry it is not enough if the product meets the functional requirements of the customer, it should also meet certain other customer
expectations like the behaviors/attitude of the person who provides service. The customer satisfaction is the combination of both technical features & human behavioural aspects. The quality management only addresses the systems and processes; service addresses the customer service independently. In todays new economy, it is essential to address the enablers for customer satisfaction for business growth with utmost importance as they are interdependent in nature.
Customer satisfaction Customer satisfaction can be represented as follows. Customer satisfaction=Performance Features + Behavioural Features + Price.
Performance features address the issues on Conformance to the standards and Variability and the behavioural aspects of service provider deals with the following components of service which is a major enabler for the growth of the business as indicated in the research publications.
If customer experience matches customer expectations, leads to customer satisfaction and if customer experience doesnt match Customer Expectation, leads to Customer dissatisfaction. On similar lines if it exceeds expectation leads to Customer Delight. The title of Article is Does customer satisfaction lead to profitability? Author(s): Timothy L. Keiningham, Tiffany Perkins-Munn, Lerzan Aksoy. Publisher: Emerald Group Publishing Limited Purpose Many researchers have proposed a virtuous chain of effects from improved customer satisfaction to profits. In particular, satisfaction is thought to improve shareof-spending, which in turn leads to higher customer revenue and customer profitability. This paper aims to examine these proposed linkages using data from the institutional securities industry.
5.4 TYPE OF RESEARCH

Exploratory Research.
The research design is usually conducted during the initial stage of the research process. The preliminary activities undertaken to refine the problem into a researchable one need not be formal or precise. The purpose of the exploratory research process is to progressively narrow the scope of the research topic and to transform discovered problems into defined ones, incorporating specific research objectives.
Sample design Sampling design The sampling method adopted for research work was Convenience sampling method.
Sample size - The sample selected was 300. Sampling Unit Professionals includes Student, Proffessor, Retirred, Business man and Others.
5.5 LIMITATIONS OF THE STUDY

As the data will be collected through questionnaire, there are chances of biased information provided by the respondent.
Heterogeneity among the respondents.
Inability to respond to the questionnaire due to lack of time.
The study is confined to the existing customers of INDIA INFOLINE LTD only.
5.6 VARIABLES OF THE STUDY

Dependent Variable Overall satisfaction Independent Variable Brokerage, Tips, Trade confirmation, Flexibility, Customer support, Speed of service, Clarity of information, Time taken to respond to telephone enquiries, staff treating as a valuable customer.
5.7 METHOD OF DATA COLLECTION

The sources of the data for the study were primary data and secondary data. The questionnaire was prepared and administered to collect the relevant primary data as well as Secondary data. The data collection method was based on Questionnaire and Telephonic Interview. Primary Data : Primary data are sought for their proximity to the truth and control over error. Data The Researcher collects to address the specific problem at hand the research question. The primary data are those, which are collected afresh and for the first time, and thus happen to be original in character. Secondary Data : Secondary Data have at least one level of interpretation inserted between the event and its recording. The results of the study done by others and for different purposes than one for which the data are being reviewed. The secondary data are those, which have already been collected by some one else and which have already been passed through the statistical process.
4.8 DATA ANALYSIS AND INTERPRITATION

1. Relationship between Customer Satisfaction and Brokerage Highly Dissatisfied Dissatisfied Neither Satisfied Nor Dissatisfied 0 27 87 186 0 Satisfied Highly Satisfied
Here, we can see that maximum number of clients i.e., 186 clients are satisfied with the service provided by India Infoline regarding brokerage charged, while in the otherhand only 27 clients are dissatisfied with the brokerage charged.
2. Relationship between Customer Satisfaction and Tips Highly Dissatisfied Dissatisfied Neither Satisfied Nor Dissatisfied 6 87 114 93 0 Satisfied Highly Satisfied
Here, we can see that maximum number of clients i.e., 113 clients are neither satisfied nor dissatisfied with the service provided by India Infoline regarding tips (Intraday, Delivery, Investment), while in the otherhand we can see that 94 clients are satisfied with the service provided, and 86 clients are dissatisfied with the service provided.
3. Relationship between Customer Satisfaction and Trade confirmation. Highly Dissatisfied Dissatisfied Neither Satisfied Nor Dissatisfied 0 42 69 183 6 Satisfied Highly Satisfied
Here, we can see that maximum number of clients i.e., 61% of the clients are satisfied with the service provided by India Infoline regarding trade confirmation, while in the otherhand we can see that 14% of the clients are dissatisfied with the service provided.
4. Relationship between Customer Satisfaction and Flexibility. Highly Dissatisfied Dissatisfied Neither Satisfied Nor Dissatisfied 3 48 90 156 3 Satisfied Highly Satisfied
Here, we can see that maximum number of clients i.e., 52% of the clients are satisfied with the service provided by India Infoline regarding flexibility, while in the otherhand we can see that 16% of the clients are dissatisfied by the service provided.
5. Relationship between Customer Satisfaction and Customer support. Highly Dissatisfied Dissatisfied Neither Satisfied Nor Dissatisfied 9 48 81 159 3 Satisfied Highly Satisfied
Here, we can see that maximum number of clients i.e., 53% of the clients are satisfied with the service provided by India Infoline regarding customer support, while in the otherhand we can see that 16% of the clients are dissatisfied with the service provided.
6. Relationship between Customer Satisfaction and Speed of service. Highly Dissatisfied Dissatisfied Neither Satisfied Nor Dissatisfied 12 60 69 153 6 Satisfied Highly Satisfied
Here, we can see that maximum number of clients i.e., 51% of the clients are satisfied with the service provided by India Infoline regarding speed of service, while in the otherhand we can see that 20% of the clients are dissatisfied with the service provided.
7. Relationship between Customer Satisfaction and clarity of information. Highly Dissatisfied Dissatisfied Neither Satisfied Nor Dissatisfied 9 63 96 126 6 Satisfied Highly Satisfied
Here, we can see that maximum number of clients i.e., 125 clients are satisfied with the service provided by India Infoline regarding clearity of information, while in the othernhand we can see that 64 clients are dissatisfied with the service provided.
8. Relationship between Customer Satisfaction and time taken to respond to telephone enquiries. Highly Dissatisfied Dissatisfied Neither Satisfied Nor Dissatisfied 3 48 90 153 6 Satisfied Highly Satisfied
Here, we can see that maximum number of clients i.e., 153 clients are satisfied with the service provided by India Infoline regarding respond to telephone, while in the otherhand only 49 clients are dissatisfied with the service provided.
9. Relationship between Customer Satisfaction and staff treating as a valuable customer. Highly Dissatisfied Dissatisfied Neither Satisfied Nor Dissatisfied 0 45 90 162 3 Satisfied Highly Satisfied
Here, we can see that maximum number of clients i.e., 162 clients are satisfied with the service provided by the staff (as a valuable customer) by India Infoline, while in the otherhand we can see that 46 clients are dissatisfied with the service provided by the staff people.
Percentage of clients according to gender group: Male 245 Female 55
Out of the total clients visited i.e., 82% belongs to male category and 18% belongs to female category.
Percentage of Clients with different age group:
20-30 117
31-40 181
ABOVE 40 2
Out of the total clients, majority i.e., 73% are professional. Followed by businessman, which comprises of 21%. 1% are students, 4% belongs to other category (like housewife, etc), and retired is 0 i.e., nil. clients visited, and the leftover clients i.e., 1% (the least %) belongs to above 40 years age group
Out of the total clients visited, majority i.e., 60 Out of the total clients, majority i.e., 73% are professional. Followed by businessman, which comprises of 21%. 1% are students, 4% belongs to other category (like housewife, etc), and retired is 0 i.e., nil. clients visited, and the leftover clients i.e., 1% (the least %) belongs to above 40 years age group % belongs to 31 years to 40 years age group, followed by 20 years to 30 years age group which comprises of 39% Out of the total clients, majority i.e., 73% are professional. Followed by businessman, which comprises of 21%. 1% are students, 4% belongs to other category (like housewife, etc), and retired is 0 i.e., nil. clients visited, and the leftover clients i.e., 1% (the least %) belongs to above 40 years age group of the clients visited, and the leftover clients i.e., 1% (the least %) belongs to above 40 years age group.
Percentage of Clients with different occupation:
Professional 220
Businessman 62
Retired 0
Student 4
others 14
Out of the total clients, majority i.e., 73% are professional. Followed by businessman, which comprises of 21%. 1% are students, 4% belongs to other category (like housewife, etc), and retired is 0 i.e., nil.
Percentage of Customer connected to India Infoline as:
Demate a/c holder 300
Commodities a/c holder 0
Mutual fund customer 0
Insurance 0
Here we can see that all the clients visited, (100%) are connected to India Infoline as a Demat A/c holder, rather than giving any weightage to other financial products (like Commodities A/C, Mutual fund, Insurance).
Percentage of Customer connected to India Infoline since:
Less then 6 months 26
6 months - 1 Year 60
1-2 year 187
More then 2 year 27
The maximum number of clients i.e., 62% of the total clients are connected to India Infoline since 1-2 years, followed by 20% connected since 6 months to 1 year and the least 9% in more than 2 years as well as less than 6 months.
Percentage of Customer gathering information/ awareness about trading from different sources:
TV 58
Newspaper 15
Friend 43
Financial Advisor 37
Others 147
Out of the total clients, majority i.e., 49% of clients gather information about trading from the sources like mail, some web-sites (moneycontrol.com, bloomberg, dnaindia.com),etc. Followed by 19% which gather information from television,15% from friends, 12% from financial advisor, and the rest 5% from newspaper.
Percentage of customer whose Main objectives of investment in Equities and Mutual funds :
Risk 0
Return 263
Tax Benefit 0
Capital Appreciation 18
Safety 0
Liquidity Other 19 0
Maximum customers invest in Equities and Mutual funds for getting a good return, which is obvious from the chart shown above.Here, we can see that mojority of the clients visited i.e., 88% invest in equities for good return.6% for liquidity and rest 6% for capital appreciation.
Number of clients giving more weightage to the tips coming from:
Relationship manager 66
TV 49
India Infoline TT Advance tips 152
Others 33
Out of the total number of clients visited, maximum i.e., 51% give more weightage to the tips coming from India Infoline TT Advance tips. 22% of the client goes with the tips coming from Relationship Manager, 16% goes with the tips coming from television, and rest 11% goes with the tips coming from some other sources.
6. FINDINGS & SUGGESTIONS

As the margin money of company is slightly high compare to other Companies, The Company have to maintain their Margin money. Company have to improve their communication and give full services throughout market time when relationship manager moves out of the organization. The Demat Account opening form covers the 86 Signature of the Client and its very more compare to other firms, so try to reduce Signature in the form. The Company should maintain their Brockerage charges. The Most Client are satisfied with the Trade Confirmation, so continuously provide this level service. The Company should improve their service in Speed of service, Clarity of information & Telephone Inquiry.
7. CONCLUSION
The company should come up with innovative ways of service at their door steps this may be a costly affair but will surely give positive results in the long run. The company should take the initiative of training the Relationship Manager about the trading from time to time which also makes the Relationship Manager connected to the company. The company should focus on the advertising strategy and also the marketing of the product.
8. BIBLIOGRAPHY Referred Books:

Book Name - Marketing Management Author Name - Philip kotler Publisher 13th Edition Book Name - Business research methodology - Dorling Kindersley (India) Pvt. Ltd.
Author Name - By C.R.Kothari Publisher 3nd Edition - Vikas publication housing Pvt.Ltd.
Websites:
http://WWW.INDIAINFOLINE.COM http://WWW.5PAISA.COM http://WWW.MONEYCONTROL.COM http://WWW.CAPITALINE.COM http://WWW.SHAREKHAN LTD.COM http://WWW.ANGELBROKING.COM
http://WWW.ICICIDIRECT.COM http://WWW.HDFCSECURITY.COM
http://WWW.DANISECURITY.COM
http://WWW.MARWADISHARESLTD.COM
9. APPENDIX QUESTIONNAIRE
Name:_______________________________________________________ Mobile No.___________________ 1. Gender: Male Female 2. Age: a). Below 20 b). 21- 30 c). 31- 40 d). More then 50 3. Occupation: a). Businessman b). Student c). Professional d). Retired Person e). Others (Please Specify)_________
4. I am connected to India Infoline since: a).Less than 6 Months b). 6 months 1 Year c). 1 2 year d). More than 2 year
5. I am gathering information/ awareness about trading from: a). T.V b). Newspaper c) Friends d). Financial Advisor e) Others (Please specify) ______
6. Main objectives of investment in Equities and Mutual funds are: a). Risk b). Return c). Tax benefit d). Capital Appreciation e). Safety f). Liquidity g). Others (please specify)________
7. I give more weightage to tips coming from: (in %) a). Relationship manager _______ b). T.V ________ c). India Infoline TT Advance tips ________ d) Others (please specify) _______
8. Satisfaction level with India Infoline. Particulars Highly Dissatisf Dissatisfie ied d Neither Satisfied Nor Dissatisfie d Satisfie d Highly Satisfied
Brokerage Tips (Intraday,Deliver y,Investment) Trade Confirmation Flexibility (Fund transfer) 5paisa.com Customer Support Speed of Service / Product Delivered Clarity of information or advice provided Time taken to respond to telephone enquiries Staff treating you as a valuable customer Overall Satisfaction

FM - India Infolion - 2

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

FM - India Infolion - 2

Uploaded by

Copyright:

Available Formats

A Project Repot On Customer Satisfaction toward Service Provided by India Infoline Company At Amreli Branch Under the Guidance

of Mr. Arun Chaubey Branch Manager of

Under the Guidance of Mr. DR. Vishal Patidar Institution

-1K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

-2K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

-3K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

TO, The Registrar Gujarat Technological University Ahmedabad

Subject: MBA Summer Training Project Report

Date: Place: - Amreli

Thanking You, Yours Faithfully

-4K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

-5K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

-6K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

Hiren B. Mandaliya & Satish V. Limbasia

-7K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

-8K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

PARTICULARS INTRODUCTION INDUSTRIAL PROFILE

K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

5.5 5.6 5.7 5.8 5.9

FINDINGS & SUGGESTIONS CONCLUSION BIBLIOGRAPHY APPENDIX

- 10 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

- 11 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

- 13 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

- 16 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

2.1 HISTORY OF STOCK MARKET

- 18 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

- 19 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

- 20 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

3.1 INDIA INFOLINE STORY OF GLORY

- 22 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

3.2 HISTORY OF INDIA INFOLINE LTD.

- 23 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

3.3 INDIA INFOLINE MILESTONES

- 26 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

- 27 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

3.4 COMPETITORS DETAILS

- 30 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

- 31 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

- 32 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

- 33 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

- 34 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

4.1 HUMAN RESOURCES DEPARTMENT

- 35 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

- 36 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

- 37 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

4.2 MARKETING DEPARTMENT

- 38 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

MARKETING STRATEGY OF INDIA INFOLINE

- 40 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

- 41 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

- 43 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

- 44 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

4.4 OPERATION DEPARTMENT

- 45 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

- 46 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

- 47 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

4. To study the satisfaction level of flexibility provided by India Infoline.

6. To study the overall satisfaction level.

- 48 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

5.2 RATIONAL OF THE STUDY

- 49 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

5.3 LITERATURE REVIEW

- 51 K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES