Professional Documents
Culture Documents
II Review of Literature
IV Company Profile
VII Bibliography
CHAPTER I - INTRODUCTION
INTRODUCTION
• In present scenario there exists a severe competition among the various Broking
Companies. It is the customers who decide the fate of any business organization
so there is a need to study the satisfaction of customers.
• In the Indian scenario the phrase “Customer is the king” has much value and it
is important for every company to satisfy the customer. Until and unless the
customer is satisfied one can’t be loyal towards the company. He in turn
publicizes the company’s product.
OBJECTIVES OF THE STUDY
This study is under taken to analyze the customer’s satisfaction with respect to
Durga Prasad & Co .
Objectives
For the purpose of study, both primary and secondary data has been collected.
The observational method and survey research method is used to collect the
primary data. The survey research method is used to gain insight into the
knowledge about the opinions of the customers towards the reliance services.
The main research instruments used the required data is a well-structured
questionnaire. A detailed questionnaire has been prepared to reflect the
opinions of the customers towards the Durga Prasad & Co and administered to
the same.
The necessary data has also been collected from official records and other
published sources. The collected data is classified, tabulated, analyzed and
interpreted. Finally conclusion is draw based on the study and suggestions are
offered for improving the market efficiency of Durga Prasad & Co Stock Broking
services.
SAMPLE DESIGN
For ascertaining the customer satisfaction towards the Durga Prasad & Co
Stock broking Service 100 customers have been randomly selected from the
Hyderabad city only.
DATA COLLECTION
Secondary data
Secondary data is published data. It is already available for using and its saves
time. The mail source of secondary data are published market surveys,
government publications advertising research report and internal source such
as sales, sales records orders, customers complaints and other business
record etc. the study has also depended on secondary data to little extent,
which is collected through internal source.
For this survey personal interview method was used for collecting primary data.
This survey was conducted by face to face interview customers and found to be
best suited to collect the primary data for this project.
SCOPE OF THE STUDY
LIMITATIONS
• The study covers the Hyderabad only and due to the limited sample size,
the facts relabeled in the study may not generalize.
• While calculating the percentages, approximations are made to the
nearest figures, for convenience in understanding.
• The analysis is based on customer’s opinion at the time of survey.
• Due to time constraint the detailed information cannot be collected, but
many efforts are taken to collect the actual information.
CHAPTER II - REVIEW OF LITERATURE
Marketing is a societal process by which individuals & groups obtain what they
need and want through creating, offering and freely exchanging the products and
services of value with others.
Marketing has often been described as the art of selling products. The aim of
Marketing is to know and understand the customers so well that the product or service
fits him and sell it-self.
Marketing is typically seen as the task of creating, promoting and delivering the
goods and services to the customers & businesses.
Marketing environment is the actors and forces outside the marketing that
affects marketing management ability to build and maintain successful relationships
with target customers.
Marketing philosophy are the competing concepts under which organizations
conduct marketing activities. They are :
1. Production Concept.
2. Product Concept.
3. Selling Concept.
4. Marketing Concept and
5. Societal Marketing Concept.
Marketing Mix is the set of controllable and tactical marketing tools which are
used by the firm to gain the customers. It is also referred as
4 Ps
1. Product.
2. Price.
3. Place.
4. Promotion.
CUSTOMER SATISFACTION
The buyer forms a judgment of volume and acts. Whether the buyer is satisfied
after purchase depends upon the offers performance in relation to the buyers
expectations. According to PHILLIP KOTLER, the definition of customer satisfaction
is the level of a persons felt state resulting from comparing a product perceived
performance (or outcome) in relation to the persons expectations.
Thus the satisfaction level is a function of the difference between perceived
performance and expectations. A consumer could experience may be three broad levels
of satisfaction. It the performance falls short of expectations. If the performance
matches the expectations, the consumer is satisfied. It the performance exceeds
expectations, the consumer is highly satisfied, pleased or delighted.
Companies are aiming high because who are just satisfied with still find it easy to
switch supplies when a better offer comes along. The fact is that high satisfaction or
delight creates an emotional affinity with the brand not just a rational preference, and
they creates high consumer loyalty.
The challenge is to create a company culture such that everyone within the
company aims to delight the consumer. Companies seeking to win in today’s markets
must track their consumers expectations perceived company performance and
consumable satisfaction that need to monitor this for their competitors as well.
employees, dealers, supplier and stock holders. Spending more to increase customer
satisfaction of other “partners” Ultimately the company must operate on the
philosophy that it is trying to deliver a high level of customer satisfaction subject
delivering at lest acceptable levels of satisfaction to other stock holders within the
constraints of its total resources.
IMPORTANCE OF THE CUSTOMER SATISFACTION
Company’s primary task is “to create customers” But today’s customers face a
vast array of product and brand choices, prices and suppliers. How do customers make
their choices?
We believe that customers estimate which offer will deliver the most value.
Customers are value- maximizes, within the bounds of search costs and limited
knowledge, mobility, and income. They form and expectation of value and act on it.
Then they learn whether the offer lived up to the value expectation and this affects their
satisfaction and their repurchase probability.
CUSTOMER VALUE
Customer delivered value is the difference between total customer value and total
customer cost. And total customer value is the bundle of benefits customers expects
from a given product or service.
CUSTOMER SATISFACTION
One study showed that 75% of Toyota buyers were highly satisfied and about
75% said they intended to buy a Toyota again. The fact is that high satisfaction or
delight creates and emotional affinity with the brand, not just a rational preference, and
this creates high customer loyalty.
The challenge is to create a company culture such that everyone within the
company aims to delight the customer. Unisys, the computer company, recently
introduced the term “customize” in its ads, and defined it as follows: “To make a
company more responsive to its customers and better able to attract new ones.” Unisys
sees this as a matter of extending information’s system capabilities to field locations
and other points of customer contact and support. But “customizing” a company calls
for more than providing good information to customer contact employees. The
company’s staff must be “converted” to practicing a strong customer orientation.
Company’s staff must be “converted” to practicing a strong customer orientation. Anita
Roddick, founder of the Body Shop, wisely observes: “Our people (employees) are my
first line of customers.
Given the importance of customer value and satisfaction, what does it take to
produce and deliver it? To answer this, we need to introduce the concepts of a value
chain and value-delivery systems.
VALUE CHAIN:
Customer service process: all the activities involved in making it easy for
customers to reach the right parties within the company and receive quick and
satisfactory service, answers, and resolutions of problems.
RETAINING CUSTOMERS:
Companies are not only seeking to improve their relations with their partners in
the supply chain. Today they are intent on developing stronger bonds and loyalty with
their ultimate customers. In the past, many alternative suppliers were just as deficient in
quality and service, or the market was growing so facts that the company did not worry
about fully satisfying its customers. The company could lose 100 customers a week and
gain another 100 customers and consider its sales to be satisfactory. But this is a
condition of high customer churn and it involves a higher cost than if the company
retained all 100 customers and acquired no new ones. Such a company is operating on a
“leaky bucket” theory of its business, namely that there will always be enough
customers to replace the defecting ones.
A company’s tools for tracking and measuring customer satisfaction range from
the primitive to the sophisticated. Companies use the following methods to measure
how much customer satisfaction they are creating.
A company must not conclude that it can get a full picture of customer
satisfaction and dissatisfaction by simply running a complaint and suggestion system
consumer may feel stupid, or that no remedy will be offered. Most consumers will buy
less or switch rather tan complain. The result is that the company as needlessly lost
consumers.
Therefore, companies cannot use complaint levels as a measure of consumer
satisfaction. Responsive companies obtain as direct measure of customer satisfaction
by conducting periodic surveys. They send questionnaires or make telephone calls to
random sample to their recent consumers to find all how they feel about various aspects
of the company performance. They will also solicit buyers views on their competitors
performance.
GHOST SHOPPING
Companies should contact consumers who have stopped buying or two have
switched to another supplier to learn why this happened. They mount a through effort
to learn where they failed – is their price too high, their service deficient, their products
unreliable and so on.
• Industries, which depend upon repeat business generally, create a high level of
consumer satisfaction.
• As a company increases its market share, customer satisfaction can fall. This is
because more consumers with heterogeneous demands are drawn into buying a
fairly homogeneous product.
CHAPTER III - INDUSTRY PROFILE
FINANCIAL MARKETS
Finance is the pre-requisite for modern business and financial institutions play a vital
role in the economic system. It is through financial markets and institutions that the
arrangements for dealing in financial assets and credit instruments of different types
Financial market is a broad term describing any marketplace where buyers and sellers
participate in the trade of assets such as equities, bonds, currencies and derivatives.
They are typically defined by having transparent pricing, basic regulations on trading,
costs and fees and market forces determining the prices of securities that trade.
a financial transaction takes place, it is deemed to have taken place in the financial
market. Hence financial markets are pervasive in nature since financial transactions are
themselves very pervasive throughout the economic system. For instance, issue of
equity shares, granting of loan by term lending institutions, deposit of money into a
In a nutshell, financial markets are the credit markets catering to the various needs of
the individuals, firms and institutions by facilitating buying and selling of financial
Financial markets
Money Lenders,
Capital Markets Money Markets
Indigenuos Bankers
Industrial Securities
Call Money Market
Market
Commercial Bill
Primary Market
Market
Government
Securities Market
Long-term loan
market
Capital Market
The capital market is a market for financial assets which have a long or indefinite
maturity. Generally, it deals with long term securities which have a period of above one
year. In the widest sense, it consists of a series of channels through which the savings
of the community are made available for industrial and commercial enterprises and
2. Securing the foreign capital and know-how to fill up deficit in the required
economic development.
Primary market: Primary market is a market for new issues or new financial claims.
Hence it is also called as New Issue Market. It basically deals with those securities
which are issued to the public for the first time. The market, therefore, makes available
a new block of securities for public subscription. In other words, it deals with raising of
fresh capital by companies either for cash or for consideration other than cash. The best
example could be Initial Public Offering (IPO) where a firm offers shares to the public
In other words, securities which have already passed through new issue market are
traded in this market. Generally, such securities are quoted in the stock exchange and it
provides a continuous and regular market for buying and selling of securities. This
Money Market
Money markets are the markets for short-term, highly liquid debt securities. Money
market securities are generally very safe investments which return relatively low
interest rate that is most appropriate for temporary cash storage or short term time
market namely call money market, commercial bills market, acceptance market, and
Derivatives Market
The derivatives market is the financial market for derivatives, financial instruments like
futures contracts or options, which are derived from other forms of assets. A derivative
is a security whose price is dependent upon or derived from one or more underlying
assets. The derivative itself is merely a contract between two or more parties. Its value
assets include stocks, bonds, commodities, currencies, interest rates and market
asset for cash at a certain date in future at a predetermined price specified in that
an organized exchange.
(option writer) to another party (option holder). The contract offers the buyer
the right, but not the obligation, to buy (call) or sell (put) a security or other
financial asset at an agreed-upon price (the strike price) during a certain period
of time or on a specific date (exercise date). Call options give the option to buy
at certain price, so the buyer would want the stock to go up. Put options give the
option to sell at a certain price, so the buyer would want the stock to go down.
from the fluctuations in the market – either currency market or interest rate
It is a market in which participants are able to buy, sell, exchange and speculate on
central banks, investment management firms, hedge funds, and retail forex brokers and
investors. The forex market is considered to be the largest financial market in the
of currencies. Because the currency markets are large and liquid, they are believed to be
the most efficient financial markets. It is important to realize that the foreign exchange
Commodities Market
It is a physical or virtual marketplace for buying, selling and trading raw or primary
products. For investors' purposes there are currently about 50 major commodity
commodities. Commodities are split into two types: hard and soft commodities. Hard
commodities are typically natural resources that must be mined or extracted (gold,
rubber, oil, etc.), whereas soft commodities are agricultural products or livestock (corn,
India Financial market is one of the oldest in the world and is considered to be the
fastest growing and best among all the markets of the emerging economies.
The history of Indian capital markets dates back 200 years toward the end of the
18th century when India was under the rule of the East India Company. The
no less than 200 to 250 securities brokers were active during the second half of
The financial market in India today is more developed than many other sectors because
By the early 1960s the total number of securities exchanges in India rose to eight,
including Mumbai, Ahmadabad and Kolkata apart from Madras, Kanpur, Delhi,
Bangalore and Pune. Today there are 21 regional securities exchanges in India
in addition to the centralized NSE (National Stock Exchange) and OTCEI (Over
However the stock markets in India remained stagnant due to stringent controls on the
respective sectors. The corporate sector wasn't allowed into many industry segments,
which were dominated by the state controlled public sector resulting in stagnation of
the economy right up to the early 1990s. Thereafter when the Indian economy began
liberalizing and the controls began to be dismantled or eased out; the securities markets
witnessed a flurry of IPO’s that were launched. This resulted in many new companies
across different industry segments to come up with newer products and services.
A remarkable feature of the growth of the Indian economy in recent years has been the
role played by its securities markets in assisting and fuelling that growth with money
rose within the economy. This was in marked contrast to the initial phase of growth in
many of the fast growing economies of East Asia that witnessed huge doses of FDI
(Foreign Direct Investment) spurring growth in their initial days of market decontrol.
During this phase in India much of the organized sector has been affected by high
resource mobilization. Many PSUs (Public Sector Undertakings) that decided to offload
part of their equity were also helped by the well-organized securities market in India.
The launch of the NSE (National Stock Exchange) and the OTCEI (Over the Counter
Exchange of India) during the mid 1990s by the government of India was meant to
usher in an easier and more transparent form of trading in securities. The NSE was
conceived as the market for trading in the securities of companies from the large-scale
sector and the OTCEI for those from the small-scale sector. While the NSE has not just
done well to grow and evolve into the virtual backbone of capital markets in India the
OTCEI struggled and is yet to show any sign of growth and development. The
integration of IT into the capital market infrastructure has been particularly smooth in
India due to the country’s world class IT industry. This has pushed up the operational
efficiency of the Indian stock market to global standards and as a result the country has
been able to capitalize on its high growth and attract foreign capital like never before.
The regulating authority for capital markets in India is the SEBI (Securities and
Exchange Board of India). SEBI came into prominence in the 1990s after the capital
markets experienced some turbulence. It had to take drastic measures to plug many
loopholes that were exploited by certain market forces to advance their vested interests.
After this initial phase of struggle SEBI has grown in strength as the regulator of
India’s capital markets and as one of the country’s most important institutions.
FINANCIAL MARKET REGULATIONS
Regulations are an absolute necessity in the face of the growing importance of capital
the development of the capital market. The regulation of a capital market involves the
regulation of securities; these rules enable the capital market to function more
A well regulated market has the potential to encourage additional investors to partake,
and contribute in, furthering the development of the economy. The chief capital market
SEBI is the regulator for the securities market in India. It is the apex body to develop
and regulate the stock market in India It was formed officially by the Government of
India in 1992 with SEBI Act 1992 being passed by the Indian Parliament. Chaired by C
complex in Mumbai, and has Northern, Eastern, Southern and Western regional offices
statutory and autonomous regulatory board with defined responsibilities, to cover both
development & regulation of the market, and independent powers has been set up.
Since its inception SEBI has been working targeting the securities and is attending to
the fulfillment of its objectives with commendable zeal and dexterity. The
establishment of clearing corporations etc. reduced the risk of credit and also reduced
the market.
norms, the eligibility criteria, the code of obligations and the code of conduct for
different intermediaries like, bankers to issue, merchant bankers, brokers and sub-
brokers, registrars, portfolio managers, credit rating agencies, underwriters and others.
It has framed bye-laws, risk identification and risk management systems for Clearing
houses of stock exchanges, surveillance system etc. which has made dealing in
Another significant event is the approval of trading in stock indices (like S&P CNX
Nifty & Sensex) in 2000. A market Index is a convenient and effective product because
and also to diversify the trading products, so that there is an increase in number of
primary dealers etc. to transact through the Exchanges. In this context the introduction
is a real landmark.
SEBI has enjoyed success as a regulator by pushing systemic reforms aggressively and
successively (e.g. the quick movement towards making the markets electronic and
paperless rolling settlement on T+2 bases). SEBI has been active in setting up the
other securities. The members may act either as agents for their customers, or as
established for the purpose of assisting, regulating and controlling business in buying,
instruments including the payment of income and dividends. The record keeping is
central but trade is linked to such physical place because modern markets are
computerized. The trade on an exchange is only by members and stock broker do have
A very common name for all traders in the stock market, BSE, stands for Bombay
Stock Exchange. It is the oldest market not only in the country, but also in Asia. In
the early days, BSE was known as "The Native Share & Stock Brokers Association."
It was established in the year 1875 and became the first stock exchange in the country
from the Government of India under the Securities Contracts (Regulation) Act, 1956.
In the past and even now, it plays a pivotal role in the development of the country's
capital market. This is recognized worldwide and its index, SENSEX, is also tracked
Scheme, 2005 notified by the Securities and Exchange Board of India (SEBI).
BSE Vision
The vision of the Bombay Stock Exchange is to "Emerge as the premier Indian stock
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BSE Management
Managing Director. The Board is an inclusive one and is shaped to benefit from the
The Board exercises complete control and formulates larger policy issues. The day-
to-day operations of BSE are managed by the Managing Director and its school of
BSE Network
The Exchange reaches physically to 417 cities and towns in the country. The
framework of it has been designed to safeguard market integrity and to operate with
instruments and derivatives. Its online trading system, popularly known as BOLT, is a
expanded, nationwide, in 1997. The surveillance and clearing & settlement functions
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BSE Facts
BSE as a brand is synonymous with capital markets in India. The BSE SENSEX is
the benchmark equity index that reflects the robustness of the economy and finance. It
was the –
Settlement
• 'BSE On-Line Trading System’ (BOLT) has been awarded the globally
BS7799-2:2002.
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BSE with its long history of capital market development is fully geared to continue
its contributions to further the growth of the securities markets of the country, thus
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NATIONAL STOCK EXCHANGE OF INDIA
LIMITED
The National Stock Exchange of India Limited has genesis in the report of the High
to provide access to investors from all across the country on an equal footing. Based
behest of the Government of India and was incorporated in November 1992 as a tax-
Act, 1956 in April 1993, NSE commenced operations in the Wholesale Debt Market
(WDM) segment in June 1994. The Capital Market (Equities) segment commenced
June 2000.
NSE GROUP
clearing and settlement of securities, to promote and maintain the short and consistent
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settlement cycles, to provide a counter-party risk guarantee and to operate a tight risk
containment system.
NSE.IT Ltd.
It is also a wholly owned subsidiary of NSE and is its IT arm. This arm of the NSE is
uniquely positioned to provide products, services and solutions for the securities
industry. NSE.IT primarily focuses on in the area of trading, broker front-end and
back-office, clearing and settlement, web-based, insurance, etc. Along with this, it
It is a joint venture between NSE and CRISIL Ltd. to provide a variety of indices and
index related services and products for the Indian Capital markets. It was set up in
May 1998. IISL has a consulting and licensing agreement with the Standard and
Poor's (S&P), world's leading provider of investible equity indices, for co-branding
equity indices.
NSE joined hands with IDBI and UTI to promote dematerialization of securities. This
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NSE Facts
• It is one of the largest interactive VSAT based stock exchanges in the world.
• The NSE- network is the largest private wide area network in India and the
• Presently more than 9000 users are trading on the real time-online NSE
application.
Today, NSE is one of the largest exchanges in the world and still forging ahead. At
NSE, we are constantly working towards creating a more transparent, vibrant and
OTCEI was incorporated in 1990 as a section 25 company under the companies Act
1956 and is recognized as a stock exchange under section 4 of the securities Contracts
Regulation Act, 1956. The exchange was set up to aid enterprising promotes in
raising finance for new projects in a cost effective manner and to provide investors
with a transparent and efficient mode of trading Modeled along the lines of the
NASDAQ market of USA, OTCEI introduced many novel concepts to the Indian
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market making and scrip less trading. As a measure of success of these efforts, the
Exchange today has 115 listings and has assisted in providing capital for enterprises
that have gone on to build successful brands for themselves like VIP Advanta, Sonora
Studies by NASSCOM, software technology parks of India, the venture capitals funds
and the government’s IT tasks Force, as well as rising interest in IT, Pharmaceutical,
Biotechnology and Media shares have repeatedly emphasized the need for a national
companies not only expand existing operations but also set up new units. The key
issue for these companies is raising timely, cost effective and long term capital to
sustain their operations and enhance growth. Such companies, particularly those that
have been in operation for a short time, are unable to raise funds through the
traditional financing methods, because they have not yet been evaluated by the
financial world.
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CHAPTER IV - COMPANY PROFILE
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DURGA PRASAD & CO
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PRODUCTS & SERVICES
Equities
Durga Prasad & Co provided the prospect of researched investing to its clients, which
was hitherto restricted only to the institutions. Durga Prasad & Co leveraged
possible for clients to view transaction costs and ledger updates in real time. The
online and offline broking. The Companies network of branches also allows
Commodities
Durga Prasad & Co’s extension into commodities trading reconciles its strategic
securities broking has empowered it with requisite skills and technologies. The
broking. The Company was among the first to offer the facility of commodities
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Insurance
An entry into this segment helped complete the client's product basket; concurrently,
it graduated the Company into a one stop retail financial solutions provider. To ensure
maximum reach to customers across India, it has employed a multi pronged approach
and reaches out to customers via our Network, Direct and Affiliate channels.
Mutual Funds
Durga Prasad & Co has made investing in Mutual funds and primary market so
registration charges. Durga Prasad & Co offers a host of mutual fund choices
under one roof, backed by in-depth research and advice from research house and
Wealth Management
needs and risk appetite. The Private Wealth Management Team of financial
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Asset Management
Durga Prasad & Co is a leading pan-India mutual fund distribution house associated
Portfolio Management
created to suit the investment objectives of a client. Durga Prasad & Co invests
the client’s resources into stocks from different sectors, depending on client’s
risk-return profile. This service is particularly advisable for investors who cannot
afford to give time or don't have that expertise for day-to-day management of
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CHAPTER V
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CHAPTER VI
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FINDINGS
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SUGGESTIONS
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CONCLUSION
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Customer’s Satisfaction In Durga Prasad & Co stock Broking Ltd
Customer Name:
Age:
Occupation:
Income:
Address:
1)For how long you are using this demat account in Durga Prasad & Co?
[ ]
a) Yes b) No
a) Yes b) No
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5) Our services is good compared to other services? [
]
a) Yes b) No
a) Yes b) No
a) Offline b) Online
a) Yes b) No
11) Any problem has been occurred while using this Demat?
[ ]
a) Yes b) No
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12) Are you getting any benefits from other mobile when compared with
Durga Prasad Demat Account?
[ ]
a) Yes b) No
13) What type of Suggestions you give this for Durga Prasad?
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BIBLIOGRAPHY
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