Submitted By
SUSHANT TRIPATHI

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This project provides an insight into the financial service industry of which insurance, stocks and mutual funds form an integral part. The project focuses on the dematerialization and stock trading services provided by Religare.
The project also includes the services industry in which Religare plays an important role. The organization structure, history of the company, ownership patterns, divisions and branches and different departments in the organization are also mentioned.
The project provides an overall view on the financial standing of the company, products offered and services provided the competitors in the industry and the competitive edge of Religare to have a distinctive position in the industry.
Lastly the project involves an analysis and comparative study of the product of Religare with two of its competitors and recommendations to provide a horizon of improvement and growth.
PROJECT
INTRODUCTION
The stock broking industry is a service-oriented industry where brokers act as agents for investors when a security is bought or sold and are compensated with a commission. Investors would not hesitate to switch to alternative brokerage houses if they do not obtain satisfaction. Providing quality service and hence customer satisfaction should thus be recognised as a key strategy and a crucial element of long-run success and profitability for stock broking businesses.
Little has been done towards understanding the expectations investors hold from their stockbrokers. Since expectations serve as benchmark to gauge the service level of brokers, the delivery of services that exceed customer expectations is one strategy that can give firms a competitive advantage. Therefore, it would seem beneficial for stockbrokerage firms, in a dynamic economic environment like India, to provide service at a good scale of quality.
In addition, stockbrokers have much to gain in understanding investors’ expectations of them, as this would help the stockbrokers to serve their customers better and foster long-lasting relationship with their customers. This study therefore aims to provide a platform for understanding whta the customer needs and what is being provided to bridge the gap between customer expectation and the actual service rendered. This information would be useful for those who would like to control and improve the performance of their service.
The project would focus mainly on RELIGARE understanding of the requirements of the customer and its endeavour to provide what the customer expects and hence showing that it is the market leader in the stock broking industry.
STATEMENT OF PROBLEM
To provide RELIGARE with meaningful recommendation (if any) to initiate a change in their products (Demat and trading) after questioning prospective investors regarding the fulfilment of their expectation.
OBJECTIVE
To understand and analyse the expectations of customers of RELIGARE in today market scenario and RELIGARE’s efforts to provide the best services at the most competitive prices and provide recommendations of any deviation from that purpose.
• Stating the objective of the study.
• Mapping out a questionnaire to understand the expectations of customers.
• Identifying problems being faced by customers
• Analysing RELIGARE’s product in meeting these expectations.
• Finding deviations if any.
PROBLEM DEFINITION
• Understanding expectation of investors.
• Analysing the problems being faced by investors.
• Understanding RELIGARE’s product to meet these problems.
• Mapping a questionnaire to analyse investors’ satisfaction of RELIGARE product.
• Contemplating the information.
• Providing meaningful analysis of the problem.
Why investors choose Religare??
• It is a Ranbaxy promoter group company.
• Diverse portfolio and a lot of products under one roof.
• Has one of the best brokerage plans.
• Attractive brand.
• Relationship managers attached to customers.
• Equity research team (one of the best in the market).
• Controlled and low cost service structure.
• Large volume processing structure.
• Expertise in coordinating multi-location responses.
INVESTORS EXPECTATIONS
• Providing basic knowledge to investors so as to help them in understanding the stock market and making proper decisions in stocks
• Providing an averagely priced product so as to appeal to the investors and have a penetration effect in the market.
• Timely input (tips, entry and exist) to be provided to prospective clients so that they can maximize their wealth by making smart decisions.
• Updated info about client accounts on amounts outstanding, payment, withdrawals, shortages etc if any.
• Ancillary services like providing payout facilities, direct transfers, timely payments and receipts, confirmations about order receiptance and delivery of stocks, cheques, dematerialised shares etc.
• Infrastructure facilities like proper sitting arrangements, water and other refreshments, clean facility and a clean working environment.
• Cordial relation with clients should be maintained so as to promote goodwill and business of the broker.
• Proper availability of RM’s to attend to clients requests so as to minimize delays in order reacceptance and minimizing customer dissatisfaction.