Chapter:3 THEORATICAL CONCEPT OF THE STUDY

SERVICES MARKETING:
Put in the simplest terms, services are deeds, process and performance. Services can also said to include all economic activities whose output is not a physical product or construction, is generally consumed at the time it is produced, and provides added value in forms (such as convenience, amusement, timeliness, comfort, or health) that are essentially intangible concerns of its first purchaser. This definition has been used also to delineate the service sector of the economy. Many forces have led to growth of services marketing, and many industries, companies, and individuals have defined the scope of the concepts, frameworks, and strategies that defines the field. It is important to note that the field of services marketing and management has evolved as a result of these combined forces and the root and scope of the field are global. Service Marketing is based on seven basic Ps of marketing Product, Price, Place, Promotion, Physical evidence, People and Process.

CUSTOMER SATISFACTION
Excellent service is not an end in its own right. Nor is customer satisfaction. It is a mean to end. The aim of commercial organization is to make profit and the aim of public organization is to provide an efficient service within budget. Service excellence is only required in so far as it achieved these objectives. It is possible to have very satisfied customer who are not profitable and to invest in high quality service, which doesnt affect the customer buying behavior. It is also possible to over invest in quality to such an extent that the customer finds the service unattractive. It is therefore important to find out which factors of service influence most the customers propensity to buy and to be ahead of nearest rivals of these factors in terms of service offered.

Satisfaction is the consumers fulfillment response. It is a judgment that a product or service itself provides a pleasurable level of consumption-related fulfillment. In less technical terms, we translate this definition to mean that satisfaction is the customers evaluation of a product or service in terms of whether that product or service has met their needs and expectations. Failure to meet needs and expectations is assumed to result in dissatisfaction with the product or service. Customer Satisfaction has been defined by researchers in a variety of ways, including the following: A level of happiness resulting from a consumption experiences. A cognitive state resulting from a process of evaluation of performance relative is previously established standards. A subjective evaluation of the various experiences and outcomes associated with acquiring and consuming a product relative to set of subjectively determined expectations. A two-factor process of evaluating a set of satisfiers and a set of dissatisfies associated with the offer. One step in a complex process involving prior attitude towards a product or service, a consumption experience resulting in positive or negative disconfirmation of expectancies followed by feeling of satisfaction or dissatisfaction which medicate post-consumption attitude which subsequently influences future purchase behavior. It is also important to recognize that although we tend to measure consumer satisfaction at a particular point in time as if it were static, satisfaction is a dynamic, moving target that may evolve over time, influenced by variety of factors. Particularly when product usage or the service

experience takes place over time, satisfaction may be highly depending on which point in the usage or experience cycle one is focusing on. Similarly, in the case of very new services or a service not previously experienced, customer expectations may be barely forming at the point of initial purchase; these expectations will solidify as the process unfold and the customer begins to form his/her perception. Through the service cycle the consumer may have a variety of different experiences- some good, some not good- and each will ultimately impact satisfaction. Factors influencing Customer Satisfaction: Marketing researchers have identified four distinct factors, which influence the customer satisfaction. According to Lile and Sheth, the major aspects of each are: Product. Basic design: how familiar designers are with customer needs, what incentives drive the designing, manufacturing and quality control. Sales Activity. What messages the company sends out in its advertising and promotion programs, how it chooses and monitors its sales force/intermediaries, and the attitudes that it projects to the customer. After-sales. Guarantees, parts and service, feedback, complaints handling, and overall responsiveness to a customer with problem. Culture. Intrinsic values and believes of the firm as well as the tangible and intangible symbols and systems it use to instill these values into employee behavior at all levels. Marketers when studying satisfaction must understand that a distinction has to be made between ones core product offering and ones supplemental (or sometimes called value-added services) The need for customer retention Most marketing theory and practice center on the art of attracting new customers rather than on retaining existing ones. The emphasis traditionally has been on making sales rather

than building relationships; on preselling and selling rather than caring for the customer afterward.

Some companies, however, have always cared passionately about customer loyalty and retention. The key to customer retention is Customer Satisfaction. A highly satisfied customer: Stays loyal longer Buys more as the company introduces new products or services and upgrades existing one. Talks favorably about the company and its products/services. Pay less attention to competing brands and advertising and is less sensitive to price. Offers product or service ideas to the company. Costs less to serve than new customers because transactions are routinized.

Thus a company would be wise to measure customer satisfaction regularly. The company could phone recent buyers and inquire how many are very satisfied, satisfied, indifferent, dissatisfied, and very dissatisfied. It might lose as much as 80% of the very dissatisfied customers, may be about 40% of the dissatisfied customers, about 20% of indifferent customers, and may be 10% of the satisfied customers. But it may lose only 1 or 2% of its very satisfied customers. The moral: Try to exceed customer expectations, not merely meet them. Some companies think they are getting sense of customer satisfaction by tallying customers complains. But, 95% of dissatisfied customers dont complain; many just stop buying. The best thing a company can do is to make it easy for the customer to complain. Suggestion forms and company toll-free numbers and e-mail addresses serve this purpose. The 3M company hopes that

customers will call with suggestions, inquiries & complaints. 3M claim that over two thirds of its product-improvement ideas come from listening to customer complaints.

Listening is not enough, however. The company must respond quickly & constructively to the complains: Of the customers who register a complain, between 54 & 70% will do business again with the organization if their complaint is resolved. The figure goes up to a staggering 95% if the customer feels that the complaint was resolved quickly. Customers who have complained to an organization and had their complaints satisfactorily resolved tell an average of 5 people about the good treatment they received. Because loyal customers account for a substantial amount of company profits, a company should not risk losing a customer by ignoring a grievance or quarreling over a small amount. Winning back lost customers is an important marketing activity, and often costs less than attracting firsttime customers. Today, more & more companies are recognizing the importance of satisfying & retaining current customers. Here are some interesting facts baring on customers retention: Acquiring new customers can cost 5 times more than the costs involve in satisfying and retaining current customers. It requires a great deal of effort to induce satisfied customers to switch away from their current suppliers. The average company loses 10% of its customer each year. A 5% reduction in the customer defection rate can increase profits by 25% to 85%, depending on the industry. The customer profit rate tends to increase over the life of the retained customer. Importance of Customer Satisfaction:

In general, the presence, behavior, and similarity of other customers receiving services has a strong impact on the satisfaction and dissatisfaction of any given customers. Customers can be incompatible for many reasons- differences in beliefs, values, experiences, abilities to pay, appearance, age, and health, to name just a few. Through customer satisfaction one can anticipate, acknowledge and deal with heterogeneous customers who have the potential to be incompatible. Customer compatibility is a factor that influences customer satisfaction, particularly in high-contact services.

Scopes of Customer Satisfaction: It shows what customers expect. It helps in selecting the right service design and standards. It helps in delivering to service standards. It shows whether the performance is matching to the promises.

METHODOLOGY OF RESEARCH

Statement of problem:
Customer satisfaction measures the gap between customer experiences and expectations. If a customers experience of a product or dealer service exceeds his/her expectations, then the exceeded amount will equal satisfaction. And conversely, if the customers experience falls short of expectation, the short fall will be equal dissatisfaction. Thus, customer satisfaction is the art of managing customer expectation and experience. Many companies are fighting for share of flat or fading markets. Thus, the cost of attracting new customer is rising. In fact, it costs five times as much to attract a new customer as it does to keep a current customer satisfied. Satisfied customers make repeat purchases, and they tell about their good experiences with the product. Smart companies go out of their way to delight customers by delivering more than they promise. Today, it is universally accepted that the satisfaction of customers is the ultimate benchmark of organizations Success.

The Company is facing lots of customer grievance regarding its services offered by the employees as well as by the customer care. The customers facing lots of problems in terms of the software and the server related issues.

Title of the Study:

Customer Satisfaction Towards the services provided by Reliance Money Ltd, Sadhashivnagar Branch, Bangalore.

Objectives of the Study:

To examine the customers awareness of the various services offered by Reliance Money Ltd, Sadhashivnagar branch, Bangalore. To evaluate the customers satisfaction towards the companys services. To gauge the customers opinion of the service quality. To analyze the competence level of the company to that of others.

Scope of the Study:

The study was limited only to and around sadhashivnagar, Bangalore. Though the research was conducted in sadhashivnagar area, but the customers were from all over Bangalore and few were also from outside Bangalore. Time was also a constraint in terms of conducting the study.

Methodology:
A Research design is an arrangement for the collection and analysis of data in a manner that aims to combine relevance to the research purpose with economy in mind. Research design is needed because it facilitates the smooth sailing of various research operations thereby making research as efficient as possible, with minimal expenditure of efforts, time & money.

Research design process makes it clear whether the study is Exploratory or Conclusive in nature and whether it is a case, statistical in design. Research design helps in proper collection & analysis of data. It makes research relevant to the objective of the research and sees that proper process is carried out.

The quality and reliability of the research study is dependent on information collected in a scientific and methodological manner. Scientific planning or designing of research method is a blue print for any research study. Therefore, proper definition of problem tells the researcher where he has to go; proper design tells him how he should go. Selection of methodology for a particular project is made easy by sorting out a number of alternative approaches, each of them having its own advantages & disadvantages. Efficient design is that which ensures that relevant data is collected accurately.

The researcher has to think that procedures, techniques should be adopted in the study. He should arrive at the final choice by seeking that the methodology chosen for the project is indeed the best.

Research Design

Exploratory Research Design

Descriptive Research Design

Casual Research Design

Exploratory Research design is used when one is not conversant with the problem environment. Such type of investigation is mainly concerned in determining the general problem and the variable related to it. Here in the study this research design has been used.

Research Design For this study the most common form of research, Descriptive research approach has been used. The key to good descriptive research design is knowing exactly what you

want to measure and selecting a survey method in which every respondent is willing to co-operate and capable of giving you the complete and accurate information efficiently.

Chapter:4
Methods of Data Collection

Data refers to the type of information required in the investigation.

Data collection method helps in the selection of the appropriate information through appropriate sources. The accuracy of the collected data is of great significance for drawing correct and valid conclusions from the investigation.

Classification of Data
The data can be classified in term of their nature, design, duration and sources. The data available in marketing is either primary data or secondary data.

Primary Data Primary data is that data, collected by the investigator himself, from the informant by the methods of observation, measurement or counting. It is that data which has been used for any studies of researcher earlier. Primary data collection involves preparing of Questionnaires, going for the field survey, editing, coding and tabulating of the data. Primary data are collected for meeting of specific objective.

Information from the survey through the Questionnaire forms the source of primary data for this study.

Secondary Data Secondary data refers to the data collected from Published records. This data has been collected, stored or used previously for some research analysis and study: Secondary data includes those data, which are collected for some earlier research work and are applicable or usable in the study presently undertaken. A problem can be partially solved with the help of secondary data: some secondary data are always available in one form or another in the existing source. Secondary data are collected for some purpose other than helping to solve the current problem, where primary data are collected expressly to solve the problem at the end. Data collected from various websites, company brochures, various data books, marketing information guide, magazines, journals, and various books from library made the sources of secondary data for the study.

Research tools used

This study is based on primary data and the primary data are collected through a well-structured questionnaire. The researcher has designed a structured-non-disguised questionnaire for data collection. According to this structure where the listing of question is in pre-arranged order and where the object of enquiry is revealed to the respondent. This type of questionnaire will be helpful to extract the result with in our limits.

Sampling plan a) Sample Size It is commonly recognized by eminent marketing research professionals that, the larger the number of samples, the more reliable becomes the research. Sampling error can be reduced by increasing the sample size. The expert views were kept in mind, and a total number of 80 customers were surveyed within Bangalore and other Major cities for a qualitative survey.

b) Sampling Procedure. It is the process of learning about the customers on the basis of sample drawn from it. Thus in the sampling technique instead of every customer of the mass selected, only a part of it is studied and the conclusion are drawn the basis for the entire mass. A sample is a sub-set of population units. The researcher has adopted simple random sampling for studying the customers. The researcher has chosen 80 customers randomly the study the customers of Reliance Money Ltd, Jayanagar Branch, Bangalore.

c) Research Approach The customers were directly approached. To get proper attention of customers and reliable data about the intension of the customers to utilize the services in the future consumers survey method has also been selected.

Field Work For the survey of customers and extensive field survey was carried out. The request was made fill up the questionnaire and requested to give necessary information. Quite a few customers directly refused to fill up and rejected the questionnaire giving the excuse of having shortage of time and ask the superior about this.

A Majority of the respondent approached, co-operated by filling the questionnaire. Hence the survey was completed with great co-operation from the customers as well as the bank employees.

Limitations
Gathering information from the customer was difficult. The information collected from the customer always did not portrait the true picture. The information collected for the study is reluctant and insufficient.

The questionnaires have been designed in a simple format so that the customers dont face any problem while giving their opinion.

Table 3.1
CUSTOMER AWARENESS REGARDING RELIANCE MONEY LTD. Particulars Family Colleagues Friends Advertisement Others Total No. of respondent 22 22 19 10 7 80 Percentage 28 28 24 12 8 100

Chart 3.1

Awareness source

Family Colleagues Friends Advertisement Others

The above chart shows that 28% of the influence is done by family & colleagues each, where as 24% is by friends, 12% is by advertisements and 8% is by other sources.

Here the table clearly mentions that influence by family and colleagues plays a major role in spreading awareness, so the cost spent on advertisement is also to be looked into, and customer satisfaction is very important, as it helps in communicating to others through word of mouth.

Table 3.2
DURATION OF CUSTOMERS HAVING DMAT A/C IN RELIANCE MONEY LTD. Particulars 0-6 months 6 months-1yr 1yr & above Total No. of respondents 42 35 3 80 Percentage 52 44 4 100

Chart 3.2

Time span of account holding

1yr & above
Time

6 months1yr 0-6 months 0 10 20 30 40 50

42% of the customers are having their demat account open for less than 6 months, 35% of the customers having their account for more than 6months but less than 1year, whereas only 3% of the customers are having their account open for more than 1year.

Most of the customers are related to the Reliance Money Ltd for a very short period, i.e., they are associated for les than 1 year only.

Table 3.3 TRANSACTION TIME FACTOR

Particulars Very Satisfied Somewhat Satisfied Somewhat Dissatisfied Very Dissatisfied

No. of respondent 16 38 19 7

Percentage 20 48 24 8

Total

80

100

Chart 3.3

Transaction Time Factor

40
percentage

30 20 10 0 Very Satisfied Somewhat Somewhat Very Satisfied Dissatisfied Dissatisfied

The above table shows that we 20% customers are very satisfied with the transaction time factor, 48% feel its somewhat satisfactory, 24% feel its somewhat dissatisfactory and rest (8%) feel that the transaction time factor is very dissatisfactory.

Most of the customers say that the transaction time factor is somewhat satisfied, whereas quite a large number of them also says that its somewhat dissatisfied. So Co. should also look into improving upon that.

Table 3.4 FRIENDLINESS OF EMPLOYEES

Particulars No. of respondent Percentage

Very Satisfied Somewhat Satisfied Somewhat Dissatisfied Very Dissatisfied Total

35 32 10 3 80

44 40 12 4 100

Chart 3.4

Employee friendliness
40 30 20 10 0

percentage

Somewhat Satisfied

Very Satisfied

Somewhat Dissatisfied

Very Dissatisfied

The above table shows that, 44% customers say that the employees are very satisfied, 40% say employees are Somewhat Satisfied, 12% say they are somewhat dissatisfied, and rest (4%) says they are very dissatisfied.

Most of the customers are very satisfied with the friendliness of the employees, whereas few are also there who are dissatisfied also. So its better to look into continuous improvement of the services for a long run.

Table 3.5 MEETING QUERIES OF THE CUSTOMERS

Particulars Very Satisfied Somewhat Satisfied Somewhat Dissatisfied Very Dissatisfied Total No. of respondent 22 38 10 10 80 Percentage 28 48 12 12 100

Chart 3.5

Meeting Queries
40 35 30 25 20 15 10 5 0

percentage

Somewhat Satisfied

Very Satisfied

Somewhat Dissatisfied

Very Dissatisfied

The above table shows that, 28% are very satisfied, 48% are somewhat satisfied, 12% are somewhat dissatisfied, and 12% are very dissatisfied.

For meeting the customer queries the customers are somewhat satisfied, so the Co. must also look into improving their skills in meeting the customer requirements. This might be a reason for the customers switching to the other companies.

Table 3.6 WORKING HOURS OF THE BRANCH

Particulars Very Satisfied Somewhat Satisfied Somewhat Dissatisfied Very Dissatisfied Total No. of respondent 42 26 10 2 80 Percentage 52 32 12 4 100

Chart 3.6

Working Hours of the branch

45 40 35 30 25 20 15 10 5 0

percentage

Somewhat Satisfied

Very Satisfied

Somewhat Dissatisfied

The above table shows that, only 52% are very satisfied, 32% are somewhat satisfied, 12% are somewhat dissatisfied, and 4% are very dissatisfied.

Maximum customers are happy with the working hours of the company, few showed some sort of dissatisfaction as they couldnt match up their timings with that of their, because of their office timings or personal works.

Very Dissatisfied

Table 3.7 MAKING THE CUSTOMERS AWARE OF VARIOUS EXISTING AND NEW SCHEMES
Particulars Very Satisfied Somewhat Satisfied Somewhat Dissatisfied Very Dissatisfied Total No. of respondent 16 38 23 3 80 Percentage 20 48 28 4 100

Chart 3.7

Customer awareness of various schemes

40 35 30 25 20 15 10 5 0

percentage

Somewhat Dissatisfied

The above table shows that, 20% of the customers are very satisfied, 48% are somewhat satisfied, 28% are somewhat dissatisfied, and 4% of them says that its very dissatisfied.

The customers are somewhat satisfied with the awareness of various existing and new schemes. The company should take an initiative to make more awareness programs or follow some strategies in order to keep the customers happy with regards to the schemes.

Very Dissatisfied

Very Satisfied

Somewhat Satisfied

Table 3.8 SATISFACTION WITH THE DEMAT A/C FACILITY

Particulars Very Satisfied Somewhat Satisfied Somewhat Dissatisfied No. of respondent 26 35 13 Percentage 32 44 16

Very Dissatisfied Total

6 80

8 100

Chart 3.8

Satisfaction toward the demat a/c

40 35 30 25 20 15 10 5 0

percentage

Somewhat Satisfied

Very Satisfied

Somewhat Dissatisfied

The above table shows that, 32% says very satisfied, and 44% says somewhat satisfied, 16% are somewhat dissatisfied, and 8% of them says that its very dissatisfied

Very Dissatisfied

The customers are somewhat satisfied with regard to various things related to the demat a/c facilities. Its the responsibility of the company to see to it that the customers tend to stay for a longer period of time.

Table 3.9 PROCEDURE FOR OPENING DEMAT A/C

Particulars Very Satisfied Somewhat Satisfied Somewhat Dissatisfied Very Dissatisfied Total

No. of respondent 54 20 3 3 80

Percentage 68 24 4 4 100

Chart 3.9

Account opening procedure

60

percentage

50 40 30 20 10 0

Somewhat Satisfied

Very Satisfied

Somewhat Dissatisfied

Very Dissatisfied

The above table shows that, 68% say very satisfied, 24% say somewhat satisfactory, 4% are somewhat dissatisfied, and 4% of them say that its very dissatisfied.

Most of them feel that the procedure for opening demat a/c is very satisfied, but few has problem with the number of signatures those are to be put while opening an account and few also has problems with the documentations.

Comparison of the services offered by Reliance Money Ltd. (RML) with the others:

Table 3.10 ACCOUNT OPENING CHARGES

Particulars Reliance Money Ltd. Others Total No. of respondent 51 29 80 Percentage 64 36 100

Chart 3.10

Preference to a/c opening charges

0 10 20 30 40 50 60

Reliance Money Ltd.

Others

The above table shows that 64% customer prefers RML compared to the 36% who have chosen other banks.

Most of the customers prefer Reliance Money Ltd over others in the market, where few complains of the charges saying other companies are providing it free of cost

Table 3.11 ACCOUNT UPDATES:

Particulars Reliance Money Ltd. Others Total

No. of respondent 54 26 80

Percentage 68 32 100

Chart 3.11

Preference to a/c updates

0 Reliance Money Ltd. 10 20 30 40 50 60

Others

The above table shows that 68% customer prefers RML compared to the 32% who have chosen other banks.

Customers prefer Reliance Money Ltd over the others because RML keeps them informed either through SMS or through e-mails. So they are happy on this aspect.

Table 3.12 NOTIFICTION ABOUT TURNOVERS

Particulars Reliance Money Ltd. Others No. of respondent 48 32 Percentage 60 40

Total

80

100

Chart 3.12

Preference to notification about turnovers

0 10 20 30 40 50 60

Reliance Money Ltd.

Others

. The above table shows that 60% prefers RML whereas 40% prefers other banks.

The customers say that the company does notify them regarding the turnovers, turnover time periods etc on time. But they say that even others do that to an extent.

Table 3.13 OFFLINE TRADING FACILITY

Particulars Reliance Money Ltd. Others Total

No. of respondent 42 38 80

Percentage 52 48 100

Chart 3.13

Preference to offline facilities

36 38 40 42 44

Reliance Money Ltd.

Others

The above table shows that only 52% prefers RML, whereas 48% have chosen other banks.

The customers somewhat prefer the Reliance Money Ltds off line trading facilities over the others, but they say even others are offering somewhat similar services.

Table 3.14 VARIOUS EXTRA FACILITIES

Particulars Reliance Money Ltd. Others Total No. of respondent 54 26 80 Percentage 68 32 100

Chart 3.14

Preference to various facilities

0 10 20 30 40 50 60

Reliance Money Ltd.

Others

The above table shows that only 68% prefers RML, whereas 32% have chosen other banks.

Reliance Money Ltd is preferred more over others in terms of various other facilities like, notification, long time cost, reliability etc. This is a very good sight of improvements in Reliance Money Ltds performance.

Table 3.15 IMPORTANCE OF ONLINE TRADING

Particulars Definitely Yes Probably Yes Definitely No Probably No Not Sure Total Chart 3.15 No. of respondent 42 26 10 2 80 Percentage 52 32 12 4 100

Importance of Online trading

45 40 35 30 25 20 15 10 5 0 Definitely Yes Probably No Probably Yes Not Sure Definitely No

The above table shows that 52% say Definitely Yes, 32% say Probably Yes, 12% say Definitely No, and 4% say Probably No.

Most of the customers feel that the online trading is very important, i.e., they say Definitely Yes, so its better to improvise further on the software and servers for better services.

Table 3.16 SATISFACTION WITH ONLINE TRADING FACILITIES.

Particulars Yes No Total No. of respondent 42 38 80 Percentage 52 48 100

Chart 3.16

Satisfaction towards online trading facilities of RML

No 48%

Yes 52%

The above table shows that 52% say Yes and 48% say No.

Reliance Money Ltd offers the online facilities to the customers, they somewhat prefer them, as others are offering much faster sites.

Chapter:5 Summary of Findings:

The primary objective of the study was to know about the level of customer satisfaction in Reliance Money Ltd., Bangalore. The secondary objective was to analyze the

competence level of RML with the others. Keeping the above in mind, the questionnaire was drafted, which was used as a tool for primary data collection. The sample size of 80 customers was selected for the survey. The following are the findings from the tabulated data received through questionnaire. Working condition is good and friendly. Employees are customer friendly. The account opening charges are nominal. Many customers find it difficult to find out proper links on the website. Customers complain not receiving the kits on time. The customers face lots of problems in browsing the website. There are only 3 branches in Bangalore working currently. Numbers of employees are less. The branches are situated on prominent places where the customers can reach easily. Customers find problems with regard to the customer care division. Customers staying in far places find it difficult in approaching are Reliance Money Ltd offices. Employees at times find it difficult in approaching the elderly customers, with regard to their doubts. Office premises are very small.

Suggestions and Recommendations:

 The Co. can fix up different counter for different tasks, in order to reduce the transaction time factor. A separate timing can be kept after the working hours for quarries of the customers. Reliance Money Ltd.s customer care division is to be improvised, because most of the customers complain on that. Employees strength can be increased. To improve the friendliness of the employees, the Co. can organize social gatherings and various training programs for them. All the necessary information should be passed to the customers in time may be through meetings, advertisements, notice boards etc. The procedure for opening demat a/c can be made much more easies by making it simple and easy to understand, reducing the no. of signatures and maintaining proper timings for documentations. Online trading can be made simpler so that anybody can use that without facing any problem. Server should be improvised. Software upgrading is very much required. It was found from the analysis that the awareness of different products & schemes offered by the Co. has not reached the customers effectively on time. So, RML could launch an advertisement campaign in popular newspapers and also in the magazines in the respective regions.

 Few customers have complained about the lack of division of work for processing in the Co. So that should be improved. Improve the infrastructure of the Co. The Co. should conduct periodical survey to determine the satisfaction level of customers because it could help them to identify the real expectations of the customers. The Co. may try to launch few more branches at prime locations in order to minimize the waiting time of customers at their respective branches and also for better reach out. In the technologically polluted world the Co. may implement low cost to the Tele-trading (offline trading) to have a perfect competitive edge.