A

REPORT

ON

MANAGEMENT THESIS I

FINAL REPORT

Project on

A COMPARATIVE STUDY ON THE CUSTOMER

ACQUISITION STRATEGIES ADOPTED BY
SUBHIKSHA AND RELIANCE FRESH
Submitted to:

Mr.Nagaraja

Submitted by:

Rakesh.B.M

Reg no: 7NBBPO69

 Introduction of study:
To make comparative analysis of customer acquisition strategies adopted by subhiksha
and reliance fresh.

Introduction:-
Customers are the life blood of the business. without them, companies are out of
business, fast. The majority of their energy will be expanded acquiring and keeping
customers at their business.

The major customer acquisition skills are:-

1.Customer benefits:-

The business is not about the company, it is about the company’s customer. The focus of
heir business shouldn’t be on themselves; rather it should focus on their customers. They
are not really interested in how long they have been in business or how much education
they have. Customers are interested in what the business can do or provide for them. We
call these ”customer benefits”.

2.Acquiring New Customers:-

New customers are the hardest and most expensive to get. Company will spend more
time, more money, more energy attracting new customers to their business. If they are
just starting a business, listen closely, because their success here will determine wheather
they are in business two years from now. Once they’ve acquired some new customers,
can quickly move to he other two levels.

3.Repeat Customers:-

Once the company acquired a new customer, they should immediately work towards the
next two levels, repeat and referral customers.
4.Referral customers:-

The key to referral business is to ask their repeat customers to refer to their friends and
business associates. If they are giving good service and have good product at a fair price,
their existing customers will be happyto refer to others. All they have to do is take the
initiative and ask to them. This can be done in variety of ways.

BASIS OF COMPARISONS
With the aim to make comparative analysis between the two retail outlets with respect to
customer acquisition strategies; is done considering following factor:

• Satisfaction level of customers

• Reinforced customer

• Convenience

• Benefits and facility

• Acquisition strategies

Customer-Loyal profitability analysis is to compare the most profitable segment for the
retail outlets.
 INRODUCTION OF CUSTOMER ACQUISITION
STRATEGY:
Many companies have adopted customer relationship management (CRM) systems that
can support both acquisition and retention by gatgering data from every contact with
prospects and customers. Just collecting data should not be an end unto itself, howerer
the real focus should be on developing a data strategy and tuning the CRM system to help
their company acquire and retain customers.
INDUSTRY PROFILE
 Retail Industry

Retailing is one of the pillars of the economy in India and accounts for 35% of GDP.(1)

The retail industry is divided into organized and unorganized sectors. Over 12 million
outlets operate in the country and only 4% of them being larger than 500 sq ft (46 m²) in
size. Organized retailing refers to trading activities undertaken by licensed retailers, that
is, those who are registered for sales tax, income tax, etc. These include the corporate-
backed hypermarkets and retail chains, and also the privately owned large retail
businesses. Unorganized retailing, on the other hand, refers to the traditional formats of
low-cost retailing, for example, the local kirana shops, owner manned general stores,
beedi shops, convenience stores, hand cart and pavement vendors, etc.

Growth

An increasing number of people in India are turning to the services sector for
employment due to the relative low compensation offered by the traditional agriculture
and manufacturing sectors. The organized retail market is growing at 35 percent annually
while growth of unorganized retail sector is pegged at 6 percent.

The Retail Business in India is currently at the point of inflection. Rapid change with
investments to the tune of US $ 25 billion is being planned by several Indian and
multinational companies in the next 5 years. It is a huge industry in terms of size and
according to management consulting firm Technopak Advisors Pvt. Ltd., it is valued at
about US $ 350 billion. Organized retail is expected to garner about 16-18 percent of the
total retail market (US $ 65-75 billion) in the next 5 years.

India has topped the AT Kearney’s annual Global Retail Development Index (GRDI) for
the third consecutive year, maintaining its position as the most attractive market for retail
investment. The Indian economy has registered a growth of 8% for 2007. The prediction
for 2008 is 7.9%. The enormous growth of the retail industry has created a huge demand
for real estate. Property developers are creating retail real estate at an aggressive pace and
by 2010, 300 malls are estimated to be operational in the country.
With over 1,000 hypermarkets and 3,000 supermarkets projected to come up by 2011,
India will need additional retail space of 700,000,000 sq ft (65,000,000 m²) as compared
to today. Current projections on construction point to a supply of just 200,000,000 sq ft
(19,000,000 m²), leaving a gap of 500,000,000 sq ft (46,000,000 m²) that needs to be
filled, at a cost of US$15-18 billion.

The Indian Retail Market

Indian market has high complexities in terms of a wide geographic spread and distinct
consumer preferences varying by each region necessitating a need for localization even
within the geographic zones. India has highest number of outlets per person (7 per
thousand) Indian retail space per capita at 2 sq ft (0.19 m²)/ person is lowest in the world
Indian retail density of 6 percent is highest in the world. (9) 1.8 million households in
India have an annual income of over 45 lakh (10) delving further into consumer buying
habits, purchase decisions can be separated into two categories: status-oriented and
indulgence-oriented. CTVs/LCDs, refrigerators, washing machines, dishwashers,
microwave ovens and DVD players fall in the status category. Indulgence-oriented
products include plasma TVs, state-of-the-art home theatre systems, iPods, high-end
digital cameras, camcorders, and gaming consoles. Consumers in the status category buy
because they need to maintain a position in their social group. Indulgence-oriented
buying happens with those who want to enjoy life better with products that meet their
requirements. When it comes to the festival shopping season, it is primarily the status-
oriented segment that contributes largely to the retailer’s cash register. (11)

The break-up of organized retailing sales into various product categories (12)

Books, Music & Gifts: 3% Mobile Handsets: 3% Clothing & Textile: 39% Food &
Grocery: 11% Consumer Durables: 9% Footwear: 9% Furniture & Furnishings: 8%
Catering Services: 7% Jewellery & Watches: 7% Others: 4%

Major Indian Retailers

Indian apparel retailers are increasing their brand presence overseas, particularly in
developed markets. While most have identified a gap in countries in West Asia and
Africa, some majors are also looking at the US and Europe. Arvind Brands, Madura
Garments, Spykar Lifestyle and Royal Classic Polo are busy chalking out foreign
expansion plans through the distribution route and standalone stores as well. Another
denim wear brand, Spykar, which is now moving towards becoming a casual wear
lifestyle brand, has launched its store in Melbourne recently. It plans to open three stores
in London by 2008-end.

The low-intensity entry of the diversified Mahindra Group into retail is unique because it
plans to focus on lifestyle products. The Mahindra group is the fourth large Indian
business group to enter the business of retail after Reliance Industries Ltd, the Aditya
Birla Group, and Bharti Enterprises Ltd. The other three groups are focusing either on
perishables and groceries, or a range of products, or both.

RPG Retail-Formats: Music World, Books & Beyond, Spencer’s Hyper, Spencer’s Super,
Daily & Fresh

Pantaloon Retail-Formats: Big Bazaar, Food Bazaar, Pantaloons, Central, Fashion

Station, Brand Factory, Depot, all, E-Zone etc.

The Tata Group-Formats: Westside, Star India Bazaar, Steel junction, Landmark, Titan
Industries with World of Titans showrooms, Tanishq outlets, Chroma.

K Raheja Corp Group-Formats: Shoppers’ Stop, Crossword, Hyper City, Inorbit

Lifestyle International-Lifestyle, Home Centre, Max, Fun City and International

Franchise brand stores.

Pyramid Retail-Formats: Pyramid Megastore, TruMart

Nilgiri’s-Formats: Nilgiris’ supermarket chain

Subhiksha-Formats: Subhiksha supermarket pharmacy and telecom discount chain.

Trinethra- Formats: Fabmall supermarket chain and Fabcity hypermarket chain

Vishal Retail Group-Formats: Vishal Mega Mart

BPCL-Formats: In & Out

Reliance Retail-Formats: Reliance Fresh

Reliance ADAG Retail-Format: Reliance World

German Metro Cash & Carry

Shoprite Holdings-Formats: Shoprite Hyper.

 3% 2% 9%
8% 38%

13%

27%

USA EU Japan China

India Russia Others

Percentage of Organized Retail

100 85 81
80
55
60
40 36
40 30
20 20
20 3
0
USA

Malaysia
Taiwan

India
Brazil

Indonesia

China
Thailand

Poland
 Key Players

USA = US$ 2,350 Bn UK = US$ 406 Bn China = US$ 313 Bn

Highly evolved US market has WalMart taking only 8% market share

UK market has Tesco with only 13.4% market share

China market still does not have a clear leader

The share of organized retail in total retail pie
is set to increase from about 3% to 8 – 10 % by
2010.

1400 120
1264
1203 107
1200 1146
1092 100
1040
990
1000 943 85
80

800 68

Rs '000 Cr
Rs '000 Cr

60
55
600
44
40
400 35
28
20
200

0 0
2003-04 2004-05 2005-06 2006-07 2007-08 2008-09 2009-10

Total Retailing Market ( Rs '000 Cr) Organized Retailing (Rs '000 Cr)

• Indian retail industry ~ Rs 990,037 Cr (USD

300 bn), growing at 5-6% p.a.

• Organised retail industry ~ Rs 35,000 Cr

(USD 7.7 bn), growing at 25-30% p.a.
India the most attractive retail
destination - ATKearney GRD 2005
Index.
US$300b retail market has grown
10% on an average over last 5 years
 Overall Organization Structure
Leadership Overall Organization
RR Board Structure
Supervisory Board
Advisory Boards
Suppor Marketi Food Non- Servic Operati
t ng/ Food es ons

Shared/ Food Non-Food Services Agri Store Franch Instituti Suppl

Support isee onal y
Finance Fresh & FMCG, Pharma Entertainment Operati
Frozen & ons SBU ** Sales Chain
Commercial
Staples Apparels & Healthcare
HR
Processed Consumer Financial
Technology Food Durables,
Loss Home Travel
Prevention
Internal Audit Lifestyle Fuel &
Automotive
Strategic Books, Music, F&B
Toys
Process
Printing &
Corporate Imaging
Branding Others
Retail

Regulatory

Corporate
Affairs * Process Assurance responsible for Quality and designing processes for Buy, Move
Legal
and Sell
Functions
** Franchisee format for Categories depending on nature, size and complexity 1
COMPANY PROFILE
 Reliance money

Reliance Money, the financial products retail arm of Reliance Capital, a company owned
by the Anil Dhirubhai Ambani Group (ADAG), has decided to expand distribution
network in rural areas. Reliance Money is involved in selling financial products like life
insurance, general insurance and mutual funds.

In a massive inclusive growth initiative, first of its kind in Indian corporate history, which
would provide employment to 50,000 rural youth, the company has decided to extend its
rural reach this fiscal by setting up 10,000 franchisee outlets in 5,165 of the 5,645 tehsils
(talukas) of the country, according to a Hindu Business Line report.

Reliance Money has already idenfied and appointed franchisee partners in 1,001 tehsils
with the help of Rural Relations, a rural consumer-focused organisation. Reliance ADAG
expects to garner 10 to 20% of its total business through this rural thrust.

They will not adopt a plain vanilla financial services approach, but prepare an area-
specific basket of products, said Sudip Bandopadhyay, Director and CEO, Reliance
Money. This basket of products, among others, could include insurance plans for cattle,
crop, bullock cart and tractor, term insurances (Rs 25 to Rs 50 pay out for a year’s
coverage), and Systematic Investment Plans (monthly installment of Rs 50 to100).

While the company has already established its presence in Maharashtra, Andhra Pradesh,
Karnataka, Madhya Pradesh, Gujarat and West Bengal, it is now expanding into
Uttarachal, Chhattisgarh, Rajasthan, Tamil Nadu and Orissa.

Reliance money is member of these groups and oranisations.

Equities: Trading through Reliance Securities Limited

NSE SEBI Registration Number Capital Market :- INB 231234833 BSE SEBI
Registration Number Capital Market :- INB 011234839 NSE SEBI Registration Number
Derivatives :- INF 231234833

Commodities : Trading through Reliance Commodities Limited MCX member code:

29030
NCDEX member code: NCDEX-CO-05-00647
NMCE member code: CL0120

Mutual Funds : Reliance Securities Limited

AMFI ARN No.29889

Reliance money Portfolio Management Service

Reliance Capital has announced its foray into the brokerage business through Reliance
Money promoted by Anil Dhirubhai Ambani Group firm Reliance Capital. Reliance
Money will offer a 'fixed' flat fee structure and would offer highly competitive rates
based on the flat fee structure instead of the contemporary system where investors pay
brokerage fees (percentage) for each transaction conducted in the stock markets.

Reliance Money would offer the brokerage services across 700 cities including Delhi and
Mumbai through more than 3,000 outlets.

Investors would need to pay brokerage at the rate of Rs 15 per assisted trade (from
Reliance's Franchisee or call center) and can trade free using online trading portal (fixed
fee of Rs500 for delivery trades up to Rs 5 lakh and / or non-delivery trades up to Rs 5
lakh, with validity period of one year), the company said.

Industry rates vary between 0.4 per cent to 0.85 per cent for delivery trades and between
0.05 per cent and 0.10 per cent for non-delivery trades Reliance's demat offers four
options for trading.
Online Option: One can trade on his PC on our online portals.
Reliance provides three online portals named
Fast Trade
Easy Trade
Instra Trade.
Offline Option: One can do assisted trade on Reliance's Franchisee Office on Software
named Fast Trade.
On Kiosks: One can use Reliance's Kiosks for online trading with usage cost of 50p/min.
Call Center: One can trade on phone by dialing '39886000' followed by local city code.

In january ending Reliance Capital has launched his PMS (Portfolio Management
Service). Again the Relaince has come with very innovative concept, with minimum
ticket size of 5 Lakhs. The PMS of Reliance has two product categories:
PMS Growth
PMS Value
The core service for private clients is their Portfolio Management Service.

This service comprises:

• Operating a bank account for the portfolio/s - receiving all contributions, sales proceeds,
dividends, interest, distributions, etc and paying all purchases, transactions costs, taxes
and fees, pensions etc. and undertaking regular reconciliations of the bank account
• Administration of the portfolio as the registered address for all investments and provision
of safe custody of all investment holdings and records
o Accurate recording of all transactions (including tax impacts) in easy to follow
reporting formats designed to meet both investor and accounting needs
o Comprehensive quarterly reporting - portfolio valuation, portfolio income and
expense, portfolio purchases and sales, portfolio performance, asset allocation
and full bank statements
o Read-only Internet access to monitor the portfolio/s
o Quarterly economic and financial markets commentary and outlook
o Quarterly reviews of the investment strategy to determine its continued relevance
and appropriateness given changing circumstances
o Quarterly analysis of the portfolio against benchmarks as well as analysis of each
individual investment held;
o Priority allocations in new issues, floats and placements
o Pro-active advice on all corporate actions - mergers and acquisitions, capital
reconstructions, buybacks, rights issues, entitlements, etc
o Pro-active advice between reports identifying investment opportunities and risks
that may arise
o Unlimited access to advisors, together with regular meetings to facilitate the
above in a disciplined fashion

You should note that the Portfolio Management Service is a non-discretionary service.
We will never undertake any investment transaction or make any monetary transfer from
a bank account without your prior authorization.

You should also note that your portfolio/s will be totally portable should you wish to end
your relationship with us. All investments are registered in your name/s and we typically
do not use CHESS securities sponsorship or administrative platforms that lock you in to
particular brokers or financial service providers.
Needs/Objectives/Risk Tolerance

To establish your needs, objectives and risk tolerance, they will ask you to complete the
Client Questionnaire for an:

• overview of your assets and liabilities

• overview of your income and expenses
• understanding of your goals and objectives
• understanding of your income and growth needs
• consideration of ethical and related matters
• determine whether there are risks that need to be accounted for

They will also ask you to complete the Risk Profile Questionnaire for an understanding of
your tolerance to investment losses and portfolio fluctuations.

Asset Allocation and Portfolio Construction

They will recommend an overall asset allocation which proposes a split between growth
and defensive assets and suggested exposures to shares, property, fixed interest and cash.

They will also undertake, pursuant to our Portfolio Construction Guidelines, the process
of portfolio construction for you which involves consideration of the best way to get
exposure to each asset class. This will in turn involve decisions on the allocation
between:

• Wholesale and retail investing

• Active and passive/index investing
• Value and growth investing
• Brand and boutique investing
• Listed and managed investing
• Hedged and unhedged investing
• Small company and large company investing
• Relative return and absolute return investing

Within each asset class their preferred way of investing is likely to include:

International Shares

• Wholesale managers
• Index and active
• Region and sector-specific fund managers
• Bias towards value and small cap styles
• Active hedging

Australian Shares

• Top 200 companies held directly

• Exchange traded funds or listed investment companies
• Wholesale active fund managers in mid, small and micro caps
• Wholesale active absolute return fund managers

Property

• Large cap listed held directly

• Exchange traded funds
• Wholesale active and index managers
• Domestic and global property

International Fixed Interest

• Wholesale managers
• Index managers
• Fully hedged managers
• Credit and high yield managers
Australian Fixed Interest

• Direct hybrids and income securities

• Wholesale managers
• Inflation linked bond managers

Cash and Near-Cash

• No fee, high interest cash trading account

• High interest term deposits
• Mortgage funds

Alternatives

• Hedge/absolute return funds

• Private equity
• Emerging markets

Investment Selection

Investment selections are rigorously researched by a full-time three person in-house

research team before they are considered for authorization by our in-house independent
Investment Committee.

Our investment selection process:

• Reviews the available pool of >10,000 managed funds and >1,700 ASX shares
• Researched by full-time three person in-house research team
• Uses specialist external research as required
• Investments are authorized by in-house Investment Committee
• Ensures over 200 authorized investments are available to our clients

Investment Implementation

Investment implementation is undertaken by our Advisory team on a daily basis and

entails:

• Use of our six member Broker Panel

• Discounted brokerage of 0.25% - 0.70% for clients
• Access to deal flow - initial public offerings and placements
• Access to mergers/acquisitions, purchase plans, etc
• Staged implementation of strategy - entering the market slowly and systematically
Investment Monitoring

Daily monitoring of the portfolio/s is made possible by the use of real time market data
by our in-house team who access specialty external research as required and the resources
of our six member Broker Panel. Investment monitoring entails:

• Real time market data

• Input from Broker Panel
• Risk Management Guidelines
• Daily, weekly and monthly reviews
• Exceptions reporting
• Face-to-face meetings with fund managers and market analysts
• Quarterly re-balancing

Portfolio Reporting

For our standard Portfolio Management Service all clients receive comprehensive
quarterly reports including:

• Portfolio Valuation
• Portfolio Asset Allocation
• Portfolio Income and Expense
• Portfolio Purchase and Sale
• Portfolio Performance
• Bank Statements
• Regular accountability back to targets and benchmarks

Trading Demo in Reliance money

INTRODUCTION
OBJECTIVES

The main aim of the present study is to accomplish the following objectives:

To find out the perception of the customers about the portfolio management
services provided by reliance money.

To identify the risk involved for investing in PMS.

To find out if there is any change in the service standards of the investment
opportunities in the company.

To compare the satisfaction level of the customers.

To know about the risk involved in investment.

LIMITATIONS

 Primary data collection will be time consuming.

 The sample size selected will be limited to draw a common conclusion for the whole

population.

 Bias on the part of respondents will be a major drawback.

RESEARCH METHODOLOGY.
The primary aim of the study is to know the customer perception analysis on the
investment in portfolio service in reliance money. The base sample is 50-100. The
respondents are the customers of the Reliance money. This will be done by carrying out
the following process.

a) Defining the problem and research objective:

The research objective is to find out the perception of the customers about the services
provided. And risk involved in investing 5lakh rupees in a single payment.

b) Method of data collection:

After determining the research objective the nature of data to be collected is given due
consideration as it will influence the interpretation of the entire project, after determining
the nature of data the next step would be to adopt an appropriate data collection method.
The method of data collection adopted by the research is inclusive of a structured well
designed questionnaire.

c)Sampling Design:
i) Sampling units:
The respondents of the questionnaire are categorized are the customers of
the Reliance money.

ii) Sample size:

survey will be conducted for 50-100 respondents who are the customers of the
Reliance money
iii) Sampling technique:

The respondents were interviewed with the help of a well structured questionnaire
and will be interviewed personally to gather the required information.

iv) Sources of data:

Data collected for the project study is inclusive of both primary as well as
secondary data.

Primary Data: Primary Data will be collected from Reliance money Ltd.,

clients who are already using the services of Reliance for the descriptive

information. The purpose of this study is to find out perception of clients in the

population (what percentage) of Bangalore city about portfolio management

service by reliance money ltd.

Secondary Data: Secondary Data will be collected from the company’s

website www.reliancemoney.com, Reliance magazines, booklets, Product hand

book of Reliance money Ltd., etc. The sources of collection secondary data are:

1. Books

2. Websites

3. Magazine

4. Brochure
 Method of contact will be Personal Interview for the following reasons:

 Cost

 Speed

 Response rate

 Geographical Flexibility

 Interviewer bias

 Quality of response.

d)Analysis

This involves the conversion of raw data into useful information. To analyze each
questionnaire of the respondents and to do a critical study on the response to each answer
of the respondents.

Report research findings: The report with the research findings is a formal written
document. The research finding and personal experience will be used to propose the
recommendations.
 RESEARCH METHODOLOGY

MARKETING RESEARCH

Marketing research covers the field of problems, techniques, and other aspects of

marketing and related decision-making and their implementation. It studies an

economic unit in respect of its various constituents such as consumers, buyers, and

sellers. It studies their response pattern towards prize, promotion, purchasing power,

and loyalty towards specific brands and similar other marketing activities. It also tries

to determine the contribution of other relevant factors such as habits, consumers, and

preference to decision making.

TYPES OF RESEARCH DESIGN

• The research design adopted for this study is exploratory research design.

• Exploratory research includes survey and fact finding enquiries of different

kinds.

• Research design is used to describe the state of affairs, as it exists at present.

RESEARCH INSTRUMENT

• A structured design questionnaire is used for surveying the consumers.

 • Both open ended and close ended questions are included.

SAMPLE SIZE

• A sample of 100 people will be taken for the survey. Business persons,

Professionals, Non-professional and Retired persons are included.

• Further these are only the people based on whom analysis and interpretation is

done.

SAMPLING METHOD

• Random sampling method will be chosen to conduct the survey in which the

samples are selected randomly.

Methodology:
• The study will be conducted by Personal Interview with the customers who

have invested in portfolio management services in reliance money ltd.

• Observing & studying the behavior of the customers & their demand towards

the trading products.

• The study on the customer satisfaction level that can be obtained through well

formatted & designed questionnaire that is mentioned in the subsequent

chapter.

Process of collection & analysis of Data:

 After collecting the entire filled questionnaire the collected data will be

transferred to a worksheet, the data related to set objectives will then be

classified and the findings will be graphically represented.

Schedule: Time frame for completion of the Project is 4months

Need / Importance of Project to the Organization:

• To find out the customers satisfaction level towards Reliance money products.

• To find out the problems & difficulties faced by the customers while using the

Reliance money products & bring it to the notice of the company to improve its

quality of services as well as its sales.

• To find out customers expectations from the Reliance money products.

Identification of Problem:
Hypothesis Testing: Z-Test

Null Hypothesis Ho: Customers feel unsatisfied after investing in portfolio

management service in reliance money

M (mean) = 0

Alternative Hypothesis H1: Customers feel satisfied after investing in

portfolio

management service in Reliance money.

M (mean) = 0
 ANALYSIS & INTERPRETATION
TABLE - 1

Annual income In terms of Percentage

Less than 3lakhs 10%
3-5 kakhs 30%
5-7 lakhs 40%

More than 7 lakhs 20%

 40%
35%
30%
25%
20%
nnual income
15%
10%
5%
0%
<3L 3-5L 5-7L >7L

Advertisment In terms of Percentage

Print 10%
television 5%
web 30%

relatives 15%
broker 40%
 40%

35%
30%

25%
20%
Advertisement
15%

10%
5%
0%
print web broker

Duration In terms of percentage

<1 yr 70%
1-3 yrs 30%
 70%

60%

50%

40%

30% Duration

20%

10%

0%
<1yr 1-2Yrs

Why rel.mon In terms of percentage

High returns 20%
Low risk 10%
Backup support 10%
Trust 35%
All the above 25%
35%
30%

25%

20%
15% Why rel.mon?
10%

5%
0%
High backup All the
returns above

Satisfaction In terms of percentage

Excellent 20%
Good 40%
Average 30%
Poor 10%
 40%
35%
30%
25%
20%
satifaction
15%
10%
5%
0%
excellent average

Satisfaction Extremely Some what Neither dissatisfied Extremely

satisfied satisfied satisfied nor dissatisfied
dissatisfied
Features

Brokerage 60% 20% 10% 10% 0%

Speed 10% 20% 30% 25% 15%

Transparency 15% 20% 20% 30% 15%

Security 30% 40% 20% 10% 0%

Convenience 40% 30% 25% 5% 0%

Reliability 10% 40% 20% 10% 20%

 60%
50%
40% brokerage
30% speed
Transperancy
20%
security
10%
convineance
0% reliability
extremly neiher or extremely
satisfied nor dis
satisfied satified

Importanct Very Somewhat Neither Unimportant Very

features Important Important Important
not Unimportant
Unimportant

Easy navigation 60% 40% 0% 0% 0%

Clear indication 100% 0% 0% 0% 0%

of investment
guidelines from
the broker

Good service of 100% 0% 0% 0% 0%

the company’s
website
100%
90%
80%
70% Easy navigation
60%
50%
clear indication
40%
30%
20% goodservice of
10% web
0%
very neither or very
important nor unimp

Improvements In terms of percentage

Customer service 50%
Broad network 20%
Technical 20%
improvement
Others 10%
50%
45%
40%
35%
30%
25%
20% improvements
15%
10%
5%
0%
cust. broad tech. others
Serv net imprv

Invested portfolio In terms of percentage

Aggressive growth 10%
Growth 15%
Growth and income 35%
Balanced 10%
Income 30%
35%
30%
25%
20%
15% Invested
portfolio
10%
5%
0%
Agg. growth Income
Grorth inc

Good quarterly In terms of percentage

returns
Yes 65%
No 35%
 70%
60%
50%
40%
30% Good QR

20%
10%
0%
Yes No

APPENDICES

QUESTIONAIRE MODEL

Name:
Address:

Occupation:

Gender:

1. Your current annual income

<3, 00,000 3-5, 00,000 5-7, 00,000 >7, 00,000

2. How did you know about Reliance money company?

Print advertisement Television advertisement

Web advertisement Relatives and Friends

Brokers

Others please specify………………….

3. From how long you have been investing in PMS?

a) <1 year b) 1-3 years c)3-5 years d)>5 years

4. What made you to invest in PMS?

High returns Low risk

 Back up support Trust

All of the above

5. What is your overall satisfaction level with service of Reliance money?

a) Excellent

b) good

c) Average

d) poor

6. Rank the following features for PMS in reliance money ltd?

Satisfaction Extremely Some what Neither dissatisfied Extremely

satisfied satisfied satisfied nor dissatisfied
dissatisfied
Features

Brokerage

Speed

Transparency
Security

Convenience

Reliability

7. What are the factors that influence you to continue the services of Reliance money ltd?

Importanct Very Somewhat Neither Unimportant Very

Important Important Important
not Unimportant
Unimportant
Features

Easy navigation

Clear indication
of investment
guidelines from
the broker

Good service of
the company’s
website

8. If you are a Reliance money customer what improvements you would like to have?

a. Customer service
b. Broad Network
c. Technical Improvement
d. Customer service
e. Others-----------------------------------------

9. Which model portfolio have you chosen for your investment?

Aggressive growth portfolio Balanced portfolio

Growth portfolio Income portfolio

Growth and income portfolio

11. Are you satisfied with the quarterly returns?

Yes No

12. What is your personal perception about the PMS in reliance money?

REFERENCES

 www.Reliancemoney.com

 www.traderji.com

 Publications

 company Brochures

 Newsletters & Business Magazines