mos satisfaction - copy

“ CUSTOMER RELATIONSHIP & CUSTOMER SATISFACTION OF MOTILAL OSWAL SECURITES

LTD.”

Project Report Submitted to University of Pune

In Partial Fulfillment of Requirement for the Award of Degree of

MASTER OF BUSINESS ADMINISTRATION

By

“NIKLESH R. RAMTEKE”

Under the guidance of

“MR. R.K. SINGH”

RMD SINHGAD SCHOOL OF MANAGEMENT STUDIES, WARJE, PUNE.

“2012-2013”

DECLARATIONDECLARATION

I the undersigned hereby declare that the project report entitled“customer

relationship & customer satisfaction” at Motilal Oswal written and submitted

by me to the University Of Pune in partial fulfillment of the requirement for

the award of degree Master Of Business Administration under the guidance

of prof. R.K. singh Is my original work and the conclusions drawn therein

are based on the material Collected by myself.

Place Signature

Date (Niklesh Ramadas Ramteke)

Date:

CERTIFICATE

This is to certify that the project titled titled

________________________________________________________________________

____________________________________is a bonafide work carried out by

_______________________________________________of RMD SINHGAD

SCHOOL OF MANAGEMENT STUDIES, Warje, Pune 4110 58 in partial fulfillment

of Master of Business Administration degree course of University of Pune.

He/She has completed the project work successfully under our guidance and direction.

Guide Dean

Dr. John Peter

Director

Dr. Pradeep. M. Patil

Company certificate Company certificate

Acknowledgement

It gives me immense pleasure to submit this summer internship

project report on

“customer relationship & customer satisfaction” based on practical

experience in Motilal Oswal

I would like to thank Director of RMD Sinhgad School of

Management Studies Dr.Pradeep Patil

My profound and sincere thanks to Motilal Oswal and Mr.Kiran

Chamle (Business Patner ) of RMD who consented to be my

project advisor .I would like to thanks

The Management and the Employees of Motilal Oswal for their

valuable guidance support and input to complete my project report.

Words in my lexicon fall short to express my feelings towards

Prof. R. K. Singh Sir.

(Project guide) for his timely important help in completing this

project report.

I am thankful to my family and friends who have helped and

supported me to make this project a success.

INDEX

Sr. No Contents Page No.

1 Chapter I : Introduction

2 Chapter II : Profile of the organization

3 Chapter III : Research Design & Methodology

4 Chapter IV : Conceptual Background

5 Chapter V : Data Presentation , Analysis and Interpretation

6 Chapter VI : Findings , Suggestions and Conclusion

CHAPTER 1

INTRODUCTION

INDUSTRY PROFILE

Origin of stock broking in India

The origin of stock broking in India goes back to a time, when shares, debentures and

bonds representing title to property were first issued on the condition of transfer from one

person to another.

The earliest record of dealings in securities in India is the East India Company’s loan

securities.

The advent of the companies Act 1850 and subsequent introduction of the principle of

limited liability, made investments in stocks and shares popular. Though stock broking

was practiced in Calcutta as early as 1836, the members of the broking profession had

neither any code of conduct for their guidance, nor any permanent place for congregation.

The stock brokers obviously, significant role in the stock market. Stock broker means a

member of a recognized stock exchange who deals in securities. Until 1988, stock

exchanges were more or less self-regulatory organizations. Their regulations covered the

entire gamut of operations of stockbrokers.

However, they had not been discharging their self-regulatory role well, resulting into

malpractices in trading, settlement and transfer of securities. Ever since the Securities and

Exchange Board of India (SEBI) assumed the monitoring function of brokers, stock

broking is emerging as a professional service in tune with the requirements of mature and

sophisticated stock exchanges in the country, replacing its traditional closed character as

inherited family business.

To act as a broker, certificate of registration from the SEBI is mandatory. It is empowered

to impose conditions while granting the certificate that as a member of a stock exchange

he has to abide its rules, regulations and bye-laws, pay the prescribed fee and take

adequate steps for the redresser of investors’ grievances within one month of the receipt

of the complaint and keep the SEBI informed about the number, nature and other

particular of such complaints.

DEPOSITORY PARTICIPANT

A Depository Participant (DP) is described as an agent of the depository. They are

the intermediaries between the depository and the investors. The relationship between the

DPs and the depository is governed by an agreement made between the two under the

Depositories Act.

In a strictly legal sense, a DP is an entity who is registered as such with SEBI under the

provisions of the SEBI Act. As per the provisions of this Act, a DP can offer depository-

related services only after obtaining a certificate of registration from SEBI.SEBI (D&P)

Regulations, 1996 prescribe a minimum net worth of Rs.50 lakhs for Stock brokers, R&T

agents and non-banking finance companies (NBFC), for granting them a certificate of

registration to act as DPs.

If a stockbroker seeks to act as a DP in more than one depository, he should comply with

the specified net worth criterion separately for each such depository. No minimum net

worth criterion has been prescribed for other categories of DPs.

However, depositories can fix a higher net worth criterion for their DPs. NSDL requires

a minimum net worth of Rs. 100 lakh to be eligible to become a DP as against Rs. 50 lakh

prescribed by SEBI (D&P) Regulations.

ACTING AS A PRINCIPAL

Stockbrokers also sometimes or exclusively trade on their own behalf, as a principal,

Speculating that a share or other financial instrument will increase or decline in price. In

Such cases the term broker makes little sense and the individuals or firms trading in

Principal capacities sometimes call themselves dealers, stock traders or simply traders.

A stock broker is just the main part of being a City Trader. Other types of City Trading

Include working in the Foreign Exchange.

STOCK BROKER

Investor requires a Stock Broker to buy and sell shares in stock exchanges (BSE,

NSE etc.). Stock Broker is registered member of stock exchange. A stock broker can

register to one or more stock exchanges.

Only stock brokers can directly buy and sell shares in Stock Market. An investor must

Contact a stock broker to trade stocks. Broker charge commissions (brokerages) for their

service. Brokerage is usually a percent of total amount of trade and varies from broker to

broker.

A stock broker is a person or a firm that trades on its client’s behalf, the customer tell

the broker what they want to invest in and they will issue the buy or sell order. Some

stock brokers also give out financial advice.

It wasn’t too long ago and investing was very expensive because the customer had to go

through a full service broker which would give them advice on what to do and would

charge them a hefty fee for it. Now there are a plethora of discount stock brokers.

STOCK BROKING SERVICES

A transaction on a stock exchange must be made between two members of the exchange

an ordinary person may not walk into the Bombay Stock Exchange (for example), and

ask to trade stock. Such an exchange must be done through a broker. There are three types

of stock broking service. Execution-only, which means that the broker will only carry out

the client's instructions to buy or sell.

Advisory dealing, where the broker advises the client on which shares to buy and

sell, but leaves the final decision to the investor.

Discretionary dealing, where the stockbroker ascertains the client's investment

objectives and then makes all dealing decisions on the client's behalf.

In addition to actually trading stocks for their clients, stock brokers may also offer advice

to their clients on which stocks, mutual funds, etc. to buy.

VARIOUS STOCK BROKING COMPANIES IN INDIA

ICICI Direct

Share Khan

India bulls

5Paisa

Motilal Oswal Securities

HDFC Securities

Reliance Money

IDBIPaisaBuilder

Religare

Geojit

OBJECTIVES

PRIMARY OBJECTIVE

To study the overall satisfaction level of the customers with particular reference

to Motilal Oswal services.

To identify various ways to improve the customer satisfaction level at Motilal

Oswal.

SECONDARY OBJECTIVE

To identify the customer awareness of products of Motilal Oswal ltd.

To identify the need of the customers.

To give suggestion to company in order to improve the satisfaction.

SCOPE OF THE STUDY

The research study was confined to the geographical limits of Chennai city.

The focus of this study was only on the satisfaction level of the customers.

This report helps the stock broker to identify the expectations of the customer and

serve better.

It will also provide future growth opportunity.

It will improve the awareness of various products of Motilal Oswal.

LIMITATIONS

The survey was restricted to Chennai city , hence the findings cannot be

generalized.

The sample size is only 300 but the customers of Motilal Oswal are much higher.

So the sample size won’t represent the whole population.

The survey was limited during the short span.

Biased answers are unavoidable.

Respondents are busy.

CHAPTER 2

COMPANY PROFILE

COMPANY PROFIL

Motilal Oswal Securities ltd.

Motilal Oswal Financial Services Limited (MOFSL) is a non-banking financial company

primarily engaged in lending and related activities. The Company offers a range of

financial products and services, such as broking and distribution, institutional equities,

wealth management, investment banking, private equity and asset management business

through various subsidiaries.

Services offered under the broking and distribution business include equities, derivatives,

commodities, depository services, distribution of portfolio management services, mutual

funds, primary equity offerings and insurance products. As of 31st March, 2011, MOFSL

had over 700,000 registered customers, which included over 628,000 broking clients with

almost 540,000 having depository accounts.

It serves its clients through branches and franchisee network spread across India. It has a

Pan-India network with presence in 611 cities comprising 1,644 business locations,

spanning the franchise network and 26 branches.

Wealth Management

Broking & Distribution

Commodity Broking

Portfolio Management Services

Fixed Deposits and Bonds

Institutional Equities

Private Equity

Investment Banking Services and

Principal Strategies

Strategies Company has a diversified client base that includes customers

( including High Net worth individuals)

Company’s headquarter is in Mumbai and as of March 31 st 2009, had network spread over 548 cities and towns comprising 1289 business location operated by its business partners and it. As at march 31 st 2009, company had 5, 41372 registered customers.

In 2006, the Company placed 9.48% of its equity with two leading private equity

investors based out of the US –New Vernon Private Equity Limited and Bessemer

Venture Partners.

The company got listed on BSE and NSE on September 9, 2007. The issue which was

priced at Rs.825 per share (face value Rs.5 per share) got an over whelming response and

was subscribed 27.18 times in turbulent market conditions. The issue gave a return of

21% on the date of listing. As of end of financial year 2008, the group net worth was Rs.7

bn and market capitalization as of March 31, 2008 was Rs.19 bn.

For year ended March 2008, the company showed a strong top line growth of 91% to Rs.7

bn as compared to Rs.3.68 bn, last year. New businesses like investment banking, asset

management and fund based activities have contributed to this growth.

Credit rating agency Crisil has assigned the highest rating of P1+ to the Company’s short-

term debt program.

Our Brand Identity

Name

He is an Indian Chartered Accountant. After completing his CA, he chose not to join the

family business and decided to build a brokerage business with Raamdeo Agrawal.

Mr. Oswal has recently been nominated as the President of the prestigious Jain

International Trade Organisation (JITO). He has also served on the governing board of

the Bombay Stock Exchange (BSE) as well as IMC. He has also served on committees

of BSE, National Stock Exchange (NSE), SEBI and CDSL.

http://en.wikipedia.org/wiki/Bovine_spongiform_encephalopathy

http://en.wikipedia.org/wiki/Bombay_Stock_Exchange

http://en.wikipedia.org/wiki/Chartered_Accountant

Core purpose

Values

Integrity A company honouring commitment with highest ethical and

business practices

Team Work Attaining goals collectively and collaboratively

Meritocracy Performances gets differentiated recognized and rewarded

political environment

Passion & Attitude High energy and self motivated with a “Do It” attitude

entrepreneurial and sprit

Excellence in

Execution

Time bound results within the framework of the company’s

value system

HISTORY & MILESTONES

The story of motilal oswal Securities ltd (MOSL) goes back many year, when Mr. Motilal

and Mr Raamdeo Agrawal met each other as student in a mumbai suburban hostel in the

early eighties. Both the young charted accountants hailing from a rural & an

unpretentious background had a common dream viz'to build a professional organization

with strong value systems, to provide reliable & honest investment to investors thus was

born their first enterprise called "prudential portfolio services"1987'

2009

Motilal Oswal Securities Ltd. enters 'Limca Book of Records' for creating

India's largest dealing room in Mumbai.

MOSL was 'Rated No.1 – Best recommendations Mid & Small Caps' and won

awards in 3 out of 4 categories at the Star mine India Broker Rankings 2009

from Thomson Reuters

2008

MOSL awarded the prestigious Nasscom - CNBC TV 18 IT User Award –

2008.

MOSL awarded 'The Best Franchisor in Financial Services' by Franchisee

World Magazine 2008 for the second consecutive year.

MOSL creates one of India's largest Equity Dealing & Advisory rooms; spread

over 26,000 sq ft in Malad, Mumbai.

Motilal Oswal's India Business Excellence Fund raised USD 125million, 25%

higher than the initial target of USD 100 million.

D & B survey rates MOSL as India's top Broking House in terms of total

number of trading terminals.

MOSL alliance with IDBI Bank to offer Online Trading Services.

As ia Mone y Broke r s po l l 2007 r a t e s Mot i l a l O sw a l

S ecu r i t i e s Ltd. - Best Overall Country Research - Local Brokerage

2007

The Strategic partnership between MOSL and SBI - EZtrade –

r e a c h e s a n i m p o r t a n t m i l e s t o n e i . e . i n l e s s t h a n a y e a r i t

h a s managed to sign up more than 10,000 customers.

Starts Knowledge First campaign.

Motilal Oswal was perceived as the most Research driven stock trading

player – Starcom Mediavest Survey.

Introduces a separate brand for Private Client Group – Purple.

Motilal Oswal Commodities Broker Pvt Ltd (MOCBPL) bagged

G l o b o i l I n d i a ' s p r e s t i g i o u s ' O u t s t a n d i n g C o m m o d i t y

B r o k i n g House 2007' Award.

Motilal Oswal Financial Services ltd. gets listed on the BSE &

NSE.

Mr. Motilal Oswal - Chairman and Managing Director has beenappointed

as a member of the Managing Committee of IndianMerchant

Chambers.

Motilal Oswal Financial Services Ltd files RHP with SEBI for an IPO

Motilal Oswal Financial Services Ltd. features as a case study in Harvard

Business School.

2006

Organizes the second India Conference with Bear Stearns New York featuring

discussion panels and presentations by prominent businessleaders and senior

management of Indian companies in banking,technology, healthcare,

consumer, oil and gas, infrastructure andother key sectors.

Launches the India Business Excellence Fund (IBEF), a US$ 100 mnIndia

focused Private Equity Fund.

PRODUCTS OF MOTILAL OSWAL

ORGANISATION STRUCTURE

CHAPTER 3

RESEARCH METHODOLOGY

RESEARCH REPORT

MOTILAL OSWAL SECURITIES LTD, PUNEMEMBER NSE, NCDEX & OF BSE, MEX*

Lohia jain house, first floor, 893/6,

Bhandarkar Road, Goodluck Chowk, near IIPM Collage,

Deccan Gymkhana, Pune-411004, Maharastra.

www.motilaloswal.comAs ISO 9001 : 2008 Certified Company

RESEARCH METHODOLOGY

Research methodology is way to systematically solve the research problem. Research, in

common terms refers to a search for knowledge. Research methodology consists of

different steps that are generally adopted by a researcher to study the research problem

along with the logic behind them.

RESEARCH DESIGN:

Research design is the plan, structure and strategy of investigation conceived

so as to obtain answers to research question.

Descriptive research design was chosen for the present study.

DATA SOURCES:

The study is mainly based on the data collection from primary as well as

secondary sources.

Primary data: Data collected for specific purposes in the form of questionnaire.

Secondary data: Data existing in the form of Books, Internet, Catalogues etc.

http://www.motilaloswal.com/

SAMPLING DESIGN:

Definition of population: All the customers of Motilal Oswal.

Sampling procedure: A non probability sampling technique is adopted.

Sampling size: A sample of 300 customers was selected from the target population for

the study.

RESEARCH METHODOLOGY:

Research design : descriptive in nature.

Data source : data collected from primary and secondary sources.

Primary data : primary data is collected from the respondent through

these structured questionnaires.

SAMPLING DESIGN:

Sample size : 300

Sampling procedure : Convenience sampling

Statistical tool : Percentage method, mean, chi-square test.

STATISCAL TOOLS:

For the purpose of analysis, Mean and percentage methods are used for the

calculation and the result was interpreted. This test was used to minimize the error of the

data collected. Graphs were used to represent the data for the better and accurate

interpretation of the result.

HYPOTHESIS

Sample tools are used for analyze purpose, they are follows:

1. Percentage analysis

2. Mean method.

3. Chi-square test.

PERCENTAGE ANALYSIS:

Percentage refers to a special kind of ratio in making comparison between two or

more data and to describe relationships between the data. Percentage can also be used to

compare the relative terms, the distribution of two or more series of data.

Percentage= no of respondent/ total respondent 100

CHI-SQUARE TEST ANALYSIS:

Chi-square test is used to find whether two or more attributes are associated. In

order to test the association of the attributes, null hypothesis and the alternate hypothesis

are taken.

Null hypothesis (HO) states: the two attributes are independent of each

Other alternete hypothesis (HI) states: the two attributes are dependent on each other.

CHAPTER 4

CONCEPTUAL BACKGROUND

CONCEPTUAL BACKGROUND OF MOTILAL OSWAL SECURITIES

LTD.

Motilal Oswal Securities Ltd. (MOSL) is a well diversified financial services firm.

Financial products and services offered by MOSL include Wealth Management, Broking

& Distribution, Commodity Broking, Portfolio Management Services, Institutional

Equities, Private Equity, Investment Banking Services and Principal Strategies.

Background

The Customer base of MOSL includes Retail customers, mutual funds, foreign

Institutional investors, financial institutions and corporate clients. Among these, the

Company directly deals with High Net worth Individuals thereby defining the

Criticality of quality of customer experience for them.

MOSL has a wide-spread network in over 576 cities and towns in India and 1,257

business locations. On September 30th, 2009 the total registered customers with

MOSL were 5,80,667. With a large customer bank, effective call handling and

information management becomes the root problem.

Business Challenges:

In a financial service enterprise like MOSL, customer account management and

effective customer handling takes center stage. In case of MOSL, an interesting point

that came forward was the direct relation between the customer and advisor or

account manager. In case the advisor shifts job or is unable to attend the call of this

customer next time, the probability of this customer shifting as well increased

manifold.

Addressing the problem of advisor attrition and training a new advisor for effective

account management of a High Net worth (HNW) Customer is a major challenge in

investment and trading businesses. In similar business environments, an advisor

usually manages multiple accounts sometimes up to 15 in number. Managing the

customer information and maintaining interaction records for regulatory purposes

becomes a challenge. Also if all 15 customers are trying to reach the same advisor at

some profitable market position for immediate trading, handling or prioritizing calls

in real-time becomes an unachievable task leading to loss in business or even

customer loss.

The business required add-on productivity to enhance customer experience. This

included increased call handling capacity per agent during peak call flow periods and

also access to the missed calls to initiate a real-time callback to retain the customer

interest. When the customer calls frequency is much less, the advisors sort and dial

out to HNW clients from database. This sorting and getting live call connects takes

up a major chunk of the advisors productive time. An automation of this process to

harness maximum advisor productivity was another business challenge.

FOCUS ON RESEARCH

Research is the solid foundation on which Motilal Oswal Securities advice is based. Almost 10% of revenue is invested on equity research and they hire and train the best resources to become advisors. At present they have an expert team of Research Analysts researching 25+ sectors and commodities. From a fundamental, technical and derivatives research perspective; Motilal Oswal's research reports have received wide coverage in the media (over a 1000 mentions last year). Their consistent efforts towards quality equity research have reflected in an increase in the ratings and rankings across various categories in the Asia Money Brokers Poll over the years.

Their unique Wealth Creation Study, authored by Mr.RamdeoAgrawal, Jt. Managing Director, is now in its 15th year. Investors keenly await this annual study for the wealth of information it has on the companies that created wealth during the preceding five years.

PHILOSOPHY

MOSL believes that it has a responsibility beyond its basic responsibility towards its stakeholders; a responsibility towards a larger constituency – the society. There are many who may not be as privileged as we are and we consider it our duty to help those

deserving, to provide them with opportunities and enhance their lives. It is an investment for the future of the society. Our goal is to do our bit to make our planet a better place.

Value Delivered

Greater Consumer Satisfaction and Retention

Increase in quality of customer handling – Missed Call live report and queue view of

Waiting calls enabled them to choose or pick priority calls. The customer gets to talk to

His/her preferred advisor.

All-in-one solution with Managed view of Customer Interactions

Single Solution for all Customer Interaction Processes- The client today has a managed

solution with a consolidated view of operations across geographies and functions. This

opens arena of data collation/ analysis and future improvement since any new process

flow or a change in existing process can be easily accommodated.

Effective solution by motilal oswal for customer satisfaction

Effective customer interaction management

Multiple phone lines were configured per advisor and multiple queues created to handle

numerous simultaneous interactions. The system pre-informed the advisor about the

customer calling in or being called. A customized CRM interface displaying customer

info popped-up with each call to equip

the advisor with real-time info. The IVR and Dialer components were implemented for

broadcasting, as well as manual dialing.

Right Advisor Per Customer

A intelligent multi-site, need- & skill-based routing system was implemented for over 400

seats, with 3-4 lines per advisor, adding up to a total of over 1400 channels. This enabled

routing of customer calls to the advisor best equipped or trained to handle the customer

account. Prompt and proficient customer handling translated to increased business.

Enhanced Customer Service

Deployment of advanced technology platform to keep ahead of time for a time-critical

business process like MOSL's was a major determinant of the success of Ameyo at

MOSL. Prompt customer service coupled with pro-active information delivery via

broadcast messages that inform clients of specific market behavior or event during the

day were needed to enhance customer experience.

CHAPTER 5

ANALYSIS & INTERPRETATION

ANALYSIS & INTERPRETATION

AGE LIMIT OF RESPONDENTS

Table-1

S.No. Particulars No. of Respondents % of

Respondents

1 Below 30 79 26.3%

2 30-40 95 31.7%

3 41-50 77 25.7%

4 Above 50 49 16.3%

Total 300 100%

INTERPRETATION:

This table shows that 31.7% of the respondents belong to

the age of (30-40) followed by 26.3% of the respondents belongs to the age of below

20. The least number of respondents 16.3% belongs to the age group above 50.

AGE LIMIT OF RESPONDENTS

Chart-1

26%

32%

26%

16%

Column1Below 30 30-40 41-50 Above 50

GENDER

Table-2

S.NO Particulars No. of Respondents % of Respondents

1 Male 212 70.7%

2 Female 88 29.3%

Total 300 100%

INTERPRETATION:

70.7% of the respondents are male and remaining 29.3% are

female.

GENDER

Chart-2

Male 71%

Female29%

Column1

OCCUPATION OF THE RESPONDENTS

Table-3

S.NO Particulars No. of the respondents % of the respondents

1 Self-employed 75 25%

2 Private employee 164 54.7%

3 Govt. employee 36 12%

4 student 25 8.3%

Total 300 100%

INTERPRETATION:

This table shows that 54.7% of the respondents are private employee followed by 25%

are self-employed and the minimum respondents 8.3% are students.

OCCUPATION OF THE RESPONDENTS

Chart-3

25%

55%

12% 8%

Column1self employee private employee govt. employee student

ANNUAL INCOME LEVEL OF RESPONDENTS

Table-4

S.NO Annual income No.of.particulars % of the Respondents

1 Below 5 lakhs 56 18.7%

2 5 lakhs to 10 lakhs 95 31.7%

3 10 lakhs to 15 lakhs 88 29.3%

4 Above 15 lakhs 61 20.3%

Total 300 100%

INTERPRETATION

This table shows that 31.7% of the respondents comes under the

income level of 5 to 10 lakhs followed by 29.3% comes under the income level of 10 to

15 lakhs and 20.3% of the respondents income are 15 lakhs. The least no of the

respondents 18.7% comes under the income level below 5 lakhs.

ANNUAL INCOME LEVEL OF RESPONDENTS

Chart-4

below 5 lakh 5-10 lakh 10-15 lakh above 15 lakh0

10

20

30

40

50

60

70

80

90

100

Chart Title

No.of particulars% of respondant

USAGE OF MOTILAL OSWAL

Table-5

S.NO Particulars No. Of Respondents % of respondents

1 Below 3 years 124 41.3%

2 3-6 years 92 30.7%

3 More than 6 years 84 28%

Total 300 100%

INTERPRETATION

From the above table it shows that 41.3% of the respondents are using MOTILAL

OSWAL for 3 years and 30.7% of the respondents are using for 3-6 years. Remaining

28% of the respondents are using for more than 6 years.

USAGE OF MOTILAL OSWAL

Chart-5

41%

31%

28%

More than 6 yearsBelow 3 years 3-6 years More than 6 years

SOURCE OF INFLUENCE

Table-6

S.N

O

Particulars No. Of respondents % of respondents

1 Advertisement 64 21.3%

2 Internet 106 35.3%

3 Friends 72 24%

4 Individual preference 58 19.3%

Total 300 100%

INTERPRETATION:

This table shows that 35.3% of the respondents influenced by internet followed by 24%

of the respondents are by friends and 21.3% influenced by advertisement.

SOURCE OF INFLUENCE

Chart-6

AWARENESS OF THE PRODUCTS

Table-7

S.N

O

Particulars No. of Respondents % of Respondents

1 Yes 227 75.7%

2 No 73 24.3%

Total 300 100%

INTERPRETATION

The above table shows that the 75.7% of the respondents are aware of the motilal oswal

products and remaining 24.3% of the respondents not aware of some products.

AWARENESS OF THE PRODUCTS

Chart-7

Advertisementinternet

friendsindividual preference

0

20

40

60

80

100

120

No.of respondant% of respondant

Yes76%

No24%

Column1

MARKET OPPORTUNITIES FOR MOTILAL OAWAL IN FUTURE

Table-8

S.NO Particulars No. Of Respondents

1 Excellent 108

2 Good 93

3 Better 76

4 Worse 23

Total 300

Mean= ((108*4) + (93*3) + (76*2) + (23*1))/300

=886/300

=2.95

INTERPRETATION

A majority of the respondents (2.95) said that the opportunities

for motilal oswal will be good in future.

MARKET OPPORTUNITIES FOR MOTILAL OSWAL IN FUTURE

Chart-8

Excellent; 108

Good; 93

Better; 76

Worse; 23

FEATURES OF MOTILAL OSWAL

Table-9

S.N

O


1 Time management 46 15.3%

2 Better service 98 32.7%

3 Easy Accessibilities 74 24.7%

4 Customer satisfaction 62 20.7%

5 All the above 20 6.6%

Total 300 100%

INTERPRETATION

The above table shows that 32.7% of the respondents felt that better service is provided,

24.7% of the respondents said that easy accessability.20.7% of the respondents said they

are fully satisfied and remaining 6.6% of the respondents satisfied with all the above

features.

FEATURES OF MOTILAL OSWAL

Chart-9

Time m

anag

emen

t

Better

servic

e

Easy A

ccessi

bilities

Customer

satisfa

ction

All the a

bove0

102030405060708090

100

No. Of respondents% of respondents

BASIS OF TRADING

Table-10

S.N

O


1 Market tips 118 39.3%

2 Newspaper 64 21.4%

3 Technical/fundamental

analysis

79 26.3%

4 Others 39 13%

Total 300 100%

INTERPRETATION

The above table shows that 39.3% of the respondent’s trade

under market tips, 26.3% of the respondents trade under technical & fundamental

analysis and remaining 13% of the respondents trade under different sources.

BASIS OF TRADING

Chart -10

Market tips Newspaper Technical/fundamental

others0

20

40

60

80

100

120


COMFORTABLE WITH NEWLY OPENED BRANCHES

Table-11

S.N

O

Particulars No. of Respondents % of Respondents

1 Yes 207 69%

2 No 93 31%

Total 300 100%

INTERPRETATION

The table shows that 69% of the respondents comfortable with newly opened branches

and remaining 31% of the respondents are not comfortable with that.

COMFORTABLE WITH NEWLY OPENED BRANCHES

Chart-11

Yes69%

No31%

Column1

NO.OF COMFORTABLE RESPONDENTS

Table-12

S.N

O


1 Easy accessibility 129 43%

2 Better service 68 22.6%

3 Product range 74 24.7%

4 Others 29 9.7%

Total 300 100%

INTERPRETATION

The above table shows that 43% of the respondents are comfortable with easy

accessibility.24.7% of the respondents are comfortable with the product range and

remaining 22.6% of the respondents are comfortable with better services.

NO.OF COMFORTABLE RESPONDENTS

Chart-12

Easy accessibility Better service Product range Others0

20

40

60

80

100

120

140


SATISFICATION LEVEL OF MOTILAL OSWAL

Table-13


1 Highly satisfied 93

2 Satisfied 144

3 Highly dissatisfied 42

4 Unsatisfied 21

Total 300

Mean = (93*4) + (144*3) + (42*2) + (21*1)/300

=909/300

=3.03

A majority of the respondents (3.03) are satisfied with the services provided by motilal

oswal.

SATISFICATION LEVEL OF MOTILAL OSWAL

Chart-13

Highly satisfied; 93

Satisfied; 144

Highly dissat -isfied; 42

Unsatisfied; 21

BROKERAGE RATE OF THE CHARGES

Table-14


1 Very high 108

2 High 87

3 Moderate 84

4 Low 21

Total 300

Mean = (108*4) + (87*3) + (84*2) + (21*1)/300

=882/300

=2.94

A majority of the respondents (2.94) said that the brokerage rate is moderate.

BROKERAGE RATE OF THE CHARGES

Chart-14

Very high High Moderate Low0

20

40

60

80

100

120

No. Of Respondents

No. Of Respondents

MAXIMUM RISK READY TO TAKE

Table-15

S.NO Particulars No. Of respondents % of respondents

1 0-10% 119 39.7%

2 10-20% 65 21.7%

3 20-50% 79 26.3%

4 More than 50% 37 12.3%

Total 300 100%

INTERPRETATION

The table shows that up to 10% of the respondents are ready to take 39.7% of risk.26.3%

of the respondents are ready to take risk up to 50% and remaining 12.3% of the

respondents are ready to take more than 50% of risk.

MAXIMUM RISK READY TO TAKE

Chart-15

0-10% 10-20% 20-50% More than 50%0

20

40

60

80

100

120


Ho:-There Is No Relationship between Age and Risk Taking

Risk

Taking/Age

20-30 31-40 41-50 >50 Total

0-10% 31 43 27 18 119

10-20% 19 15 18 13 65

20-50% 15 24 25 15 79

More than

50%

14 13 10 37

Total 79 95 80 46 300

E(11)= (119*79)/300=31.3

E(12)=(119*95)/300=37.7

E(13)=(119*80)/300=31.7

E(14)=(119*46)/300=18.3

E(21)=(65*79)/300=17.1

E(22)=(65*95)/300=20.6

E(23)=(65*80)/300=17.3

E(24)=(65*46)/300=9.6

E(31)=(79*79)/300=20.8

E(32)=(79*95)/300=25.0

E(33)=(79*80)/300=21.1

E(34)=(79*46)/300=12.1

E(41)=(37*79)/300=9.7

E(42)=(37*95)/300=11.7

E(43)=(37*80)/300=9.9

OI EI (OI-EI)^2/EI

31 31.3 0.002875399

43 37.7 0.745092838

27 31.7 0.696845426

18 18.3 0.004918033

19 17.1 0.21111111

15 20.6 1.5223301

18 17.3 0.0283237

13 9.6 1.20416667

15 20.8 1.61730769

24 25 0.04

25 21.1 0.72085308

15 12.1 0.69504132

14 9.7 1.90618557

13 11.7 0.14444444

10 9.9 0.84949495

TOTAL 10.38899

Hence the calculated value of χ2 =10.38899

Degrees of freedom = (4-1) (4-1) = 9

The table value of χ2 for nine degrees of freedom at 5 percent level of significance

Is 16.919.

The calculated value of χ2 is less than the table value and is considered as insignificant.

The null hypothesis is rejected and the alternate hypothesis is accepted and hence there is

Relationship between age and risk taking.

CHAPTER 6

FINDINGS SUGGESTIONS

AND CONCLUSION

FINDINGS:

31.7% of the respondents belong to the age of (30-40).

70.7% of the respondents are male and remaining 29.3% are female.

35.3% of the respondents influenced by internet.

75.7% of the respondents are aware of the Motilal Oswal products.

39.3% of the respondent’s trade under market tips.

32.7% of the respondents felt that better service is provided

A majority of the respondents (2.94) said that the brokerage rate is moderate.

A majority of the respondents (3.03) are satisfied with the services provided by

Motilal Oswal.

54.7% of the respondents are private employee.

24.3% of the respondents not aware of some products.

43% of the respondents are comfortable with easy accessibility.

39.7% of the respondents are ready to take risk up to 10%.

Dial and trade services are best according to the customers.

Research reports and script recommendations are being provided.

Motilal Oswal website provides the best outlook to the new investors.

The brokerage rate is high as compared to the other broking firms.

SUGGESTIONS

From the study it was found that the level of awareness is high and to get more

awareness, the company can do more advertisement through internet, brochures

etc.

The brokerage rate is high. So the company can decrease the charges for

brokerage, along with the other services than before. This will helpful to get more

investors.

The company should more concentrate to the age group of 30-40.so that they will

invest more than before.

The company can provide more market tips through SMS.

From the study it was found that the market opportunity for Motilal Oswal will be

excellent in future.

It was found that the exiting customers were not aware of the new products

launched. So the company should deliver the message about the new products

launched.

Increase the level of employees (relationship manager, sales executives) to

achieve more targets.

Various sales promotion techniques can be introduced.

CONCLUSION

Online trading services have cast a spell on the Customers due to better online services,

easy accessibility and time management. For the company to sail past the rest it has to

build on the already existing software that is available to the user, which will pave the

way for an illustrious journey. Both the company and the customer can benefit from the

advancements in the field of online trade services thus finding avenues to improve upon.

CHAPTER 7

BIBLIOGRAPHY

BIBLIOGRAPHY

(i) Motilal Oswal Customer database.

(ii) Internet search engine.

(iii) http://www.motilaloswal.com

ANNEXURE

QUESTIONNAIRE

Dear Respondent,

I am Niklesh Ramteke, M.B.A student of RMD Sinhgad, Pune. I am doing

A project work titled “Customer Relationship & Customer satisfaction towards

Motilal Oswal Ltd”. I kindly request you to fill this questionnaire.

1. Name: _______________

2. Age:

(a) 20-30 (b) 31-40 (c) 41-50 (d) 50 and Above

3. Gender:

(a) Male (b) Female

4. Occupation:

(a) Self Employed (b) Private Employee (c) Govt. Employee

(d) Student

5. Income per Annum

(a) Upto to 5 Lakhs (b) 5.1 Lakhs to 10 Lakhs

(c) 10.1 Lakhs to 15 Lakhs (d) 15.1 Lakhs & above

6.From how many years you are using the services of motilal Oswal?

(a) Below 2 years (b) 2-4 years (c) 4-6 years (d)More than 6 years

7. From where you come to know about services of Motilal Oswal?

(a)Newspaper Advertisement (b) Internet (c) Friends

(d) Word of mouth (e) other source

8. What will be the market opportunities for Motilal Oswal in future?

(a) Excellent (b) Good (c) Better (d) Worse

9. How do you feel about the brokerage rate charged by MOTILAL OSWAL?

(a) Very High (b) High (c) Moderate (d) Low

10. How much you are satisfied from below Motilal Oswal services provided to you?

No. Services 1 2 3 4 5

1 Daily reports by e-mail

2 Daily call after market ends

3 Daily sms of trading

4 Montly contract note by post

5 Maximum credit on intraday

6 Brokerage rate

11.By what feature Motilal Oswal different from competitor?

No. Features 1 2 3 4 5

1 Easy accessibility

2 Time management

3 Product range

4 Better services

12. Most of time on what basis do you trade?

(a) Market tips from internet (b) suggestion of dealer

(c) technical/fundamental analysis (d) Others.

13. Awareness of the products offered by Motilal Oswal?

No. Products Yes No

1 Equity

2 Derivatives

3 Commodity

4 Mutual fund

5 IPO

6 Portfolio management services

7 Depository services

14. How well do the customer service representatives at our company answer your

questions?

(a)very well (b) moderately well (c)slightly well (d)not at all well

15.Suggestions for future development.

_________________________________________________________________

mos satisfaction - copy

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