A SUMMER TRAINING PROJECT REPORT ON

A STUDY OF SERVICE QUALITY AT RELIANCE SECURITIES

Submitted in partial fulfillment of the requirement For the award of degree Of
MASTER OF BUSINESS ADMINISTRATION SESSION (2012-2013)
SUBMITTED TO: Dr. Ila Arora Sr. Lecturer SUBMITTED BY:Manish Sagar MBA 3rd Semester Roll No. 11021097

IFTM UNIVERSITY, MORADABAD

ACKNOWLEDGEMENT

It is my pleasure to be indebted to various people, who directly or indirectly contributed in the development of this work and who influenced my thinking, behavior, and acts during the course of study. I express my sincere gratitude to Dr. Manjula Jain (Director, Deptt. of Management) for providing me an opportunity to undergo summer training at reliance securities I am thankful to Dr. Ila Arora (Project Guide) for her support, cooperation, and motivation provided to me during the training for constant inspiration, presence and blessings. I also extend my sincere appreciation to Mr. Rachit Agarwal (Branch Manager, Reliance Securities) who provided his valuable suggestions and precious time in accomplishing my project report. Lastly, I would like to thank the almighty and my parents for their moral support and my friends with whom I shared my day-to-day experience and received lots of suggestions that improved my quality of work.

(Manish Sagar)

ii

CERTIFICATE OF ORIGINALITY

I ________________________________Roll No.___________________________ a full time bonafide student of first year of Master of Business Administration (MBA) Programme of IFTM University, Moradabad. I hereby certify that this project work carried out by me at ________________________________________________and the report submitted in partial fulfillment of the requirements of the programme is an original work of mine under the guidance of the industry mentor

_________________________ and faculty mentor ___________________________, and is not based or reproduced from any existing work of any other person or on any earlier work undertaken at any other time or for any other purpose, and has not been submitted anywhere else at any time.

( Date:__________________

( Date:__________________

iii

CERTIFICATE OF THE COMPANY

iv

EXECUTIVE SUMMARY
The project work is pursued as a part of MBA summer training at IFTM University, Moradabad. It is undertaken as a traineeship at Reliance Securities Ltd. The project is done under expert supervision and guidance of Mr. Rachit Agarwal (Central Manager, Reliance Securities) The Project is about the study of service quality at Reliance Securities. At Reliance Securities, initially the trainees were imparted process and product knowledge. They were given sufficient time to know about the products and also about sales. They had to work with the sales representatives of the Distributor and think of ways of improving the sales and implementing them. The main aim was to increase sales and for this different ways were tried and implemented. They were provided with database and had to make cold calls from the data. Company activity was also one of the major sources for generating business. Initially they even accompanied sales representatives to the clients place. Main objective was to know the need of the customer and how to fulfill that in the best way.

LIST OF FIGURES
Figure No.
Figure 2.1 Figure 2.2 Figure 2.3

Figure Name
Organisation chart of reliance Securities Reliance ADA group structure Concept of mutual fund

Page No.
12 13 19

vi

TABLE OF CONTENTS
Chapter No. Chapter Name
Acknowledgement Certificate of Originality Certificate from Company Executive Summary List of Figures

Page No.
ii iii iv v vi

Chapter 1 Chapter 2 Chapter 3 Chapter 4 Chapter 5 Chapter 6 Chapter 7 Chapter 8 Chapter 8 Chapter 9 Chapter 10 Chapter 11

INTRODUCTION COMPANY PROFILE OBJECTIVE OF STUDY SCOPE AND RATIONALE OF THE STUDY REVIEW OF LITERATURE RESEARCH METHODOLOGY DATA ANALYSIS AND INTERPRETATIONS RESULTS AND FINDINGS DISCUSSIONS CONCLUSIONS LIMITATIONS OF THE STUDY SUGGESTIONS AND RECOMMENDATIONS BIBLIOGRAPHY ANNEXURE: o ANNEXURE I QUESTIONNAIRE

1 7 36 38 40 45 48 63 65 68 70 72 ----

vii