customer satis
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VOLUME NO.2(2011),ISSUE NO.4(APRIL) ISSN0976-2183
IIINNNTTTEEERRRNNNAAATTTIIIOOONNNAAALLLJJJOOOUUURRRNNNAAALLLOOOFFFRRREEESSSEEEAAARRRCCCHHHIIINNNCCCOOOMMMMMMEEERRRCCCEEEAAANNNDDDMMMAAANNNAAAGGGEEEMMMEEENNNTTT
A Monthly Double-Blind Peer Reviewed Refereed Open Access International e-Journal - Included in the International Serial Directories
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round !loor" Buildin# $o% &'(&-)-&" Devi Bhawan Ba*ar" JAAD+RI , &. ''" /a0una $a#ar" +aryana" I$DIA
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CCCCONTENTSONTENTSONTENTSONTENTS
Sr.
No.TITLE & NAME OF THE AUTHOR (S) Page
No.
1. CUSTOMER SATISFACTION AND SUSTAINABLE FIRM PERFORMANCE: THE ROLE OF UNCERTAINTY
DR. SANAL K. MAZVANCHERYL
1
2. MOVEMENT FROM EEE SYSTEM TO EET SYSTEM
DR. SAMBHAV GARG
7
3. THE IMPACT OF CAPITAL STRUCTURE-CHOICE ON FIRM PERFORMANCE: EMPIRICAL INVESTIGATION OF LISTED COMPANIES IN
COLOMBO STOCK EXCHANGE SRILANKA
B. PRAHALATHAN & DR. (MRS.) R.P.C.RANJANI
12
!. AN ANALYSIS OF ORGANISATIONAL CULTURE IN THE COMPANIES
DR. ARAVIND. S., DR. FISSEHA GIRMAY TESSEMA & DR. HAILAY GEBRETINSAE
17
". RESOLVING EXPECTATIONS GAPS IN FINANCIAL REPORTING: ISSUES FOR INTERNATIONAL FINANCIAL REPORTING STANDARDS
DR. JOHN A. ENAHORO
2"
#. E-BANKING SCENARIO AND ITS IMPACT ON CUSTOMERS$ SATISFACTION IN INDIAPROF. (DR.) SULTAN SINGH & SAHILA CHAUDHRY
2%
7. A COMPREHENSIVE FINANCIAL ANALYSIS OF A&UA CULTURE FEED INDUSTRIES IN SOUTH INDIA
ASLAM CHINARONG, PROF. (DR.) K. MARAN & DR B. YAMUNA KRISHNA
3"
'. A STUDY ON COUSTOMER SATISFACTION TO(ARDS RELIANCE TELICOM IN TAMILNADU (ITH SPECIAL REFERENCE TO SALEM CITY
MR. B. ADHINARAYANAN & DR. K. BALANAGA GURUNATHAN
3%
%. VALUE FOR THE MONEY - SUCCESS MANTRA FOR MARKETERS IN RURAL MARKET
DR. N. RAJASEKAR & R.PRIYA
!!
1). INDIGENOUS BRANDING * INDIA$S FUTURE BRAND STRATEGY +AN EMPIRICAL STUDY OF THREE DECADES OF BRAND (ARFARE IN
INDIA,
DR. S. P. RATH, PROF. BISWAJIT DAS & PROF. CHEF GERARD D SOUZA
!%
11. STOCK PRICE REACTION OF THE MERGED BANKS * AN EVENT STUDY APPROACH
DR. P. NATARAJAN & K. KALAICHELVAN
"!
12. A STUDY ON ABSENTEEISM OF EMPLOYEES IN RETAILING INDUSTRY
DR. N. SANTHI, MRS. D. MARIA ANGELIN JAYANTHI & MS. HEMALATHA
#1
13. MEASURING OF &UALITY OF (ORK LIFE IN TEXTILE INDUSTRIES - AN INTEGRATION OF CONCEPTUAL RELATIONSHIP (ITH
PRODUCTIVITY
N. MOHAN & DR. J. ASHOK
#7
1!. RISK MANAGEMENT STRATEGIES AND PRACTICES IN THE BANKING SECTOR: CHALLENGES ARISING FROM GLOBAL RECESSION *
KEY TO SURVIVAL GRO(TH
K. BHAVANA RAJ & DR. SINDHU
71
1". PREVENTIVE MEDICINE TO COMBAT OCCUPATIONAL STRESS OF EMPLOYEES IN BPO ORGANISATIONS * INDIA$S NEED OF THE
HOUR
DR. R. SRINIVASAN & MRS. A. BHARATHY
7!
1#. AYURVEDIC (ELLNESS TOURISM IN KERALA: A GATE (AY FOR ENTREPRENEURS TO EMERGE SUCCESSFUL
RAMESH U & KURIAN JOSEPH
')
17. THE BANNED SURROGATE MARKETING AS BRAND - NE( BRAND EXTENSION ADVERTISING
V V DEVI PRASAD KOTNI
'"
1'. COMPARATIVE STUDY ON RETAIL SHRINKAGE OF INDIA ASIA-PACIFIC AND GLOBAL COUNTRIESSANDEEP RAJENDRA SAHU
%)
1%. &UALITY OF (ORK LIFE +&(L, FOR FINANCE PROFESSIONALS IN DUBAI
DR. SANGEETHA VINOD, FAYAZ AHAMED M.A. & N. MOHAMED RAFI
%#
2) ART OF DELIGATION- A PO(ERFUL TOOL FOR LIBRARIAN
NARENDER KUMAR, ASHISH SIWACH & MRS. SUNITA BHARATWAL
1)2
21 A STUDY ON BENEFITS AND RISK ANALYSIS OF FUTURES AND OPTIONS IN MADURAI
MS. K. HEMA MALINI & ER. R. DEEPA
1)"
22 GREEN AND SUSTAINABLE MANAGEMENT * A DECIDING FACTOR FOR TOMORRO($S BUSINESS
HARDEEP SINGH & BIKRAM PAL SINGH
11)
23 CHANGING CONDITIONS OF (ORKERS AND PROCESSES OF (ORK IN ADVERTISING AGENCIES IN INDIA
DR. YASHMIN SOFAT
11"
2! INDIAN FINANCIAL SECTOR REFORM +1%%1-2))1,: MISSING A MANDATORY SOCIAL CONSENSUS
SANJAY BHATTACHARYA
123
2" A STUDY ON CONSUMER BEHAVIOUR IN SELECTING CREDIT CARDSDR. A. VALARMATHI & MRS. PRIYA KALYANASUNDARAM
127
RE&UEST FOR FEEDBACK 133
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CHIEF PATRONCHIEF PATRONCHIEF PATRONCHIEF PATRONPROF. K. K. AGGAR(AL
)hancellor" 2in#aya3s 4niversity" Delhi
!ounder 5ice-)hancellor" uru obind Sin#h Indraprastha 4niversity" Delhi
67% Pro 5ice-)hancellor" uru Ja0bheshwar 4niversity" +isar
PATRONPATRONPATRONPATRONSH. RAM BHAJAN AGGAR(AL
67% State Minister for +o0e 8 9ouris0" overn0ent of +aryana5ice-President" Dadri 6ducation Society" )har:hi Dadri
President" )hinar Synte7 2td% ;9e7tile Mills
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DR. MOHINDER CHANDAssociate Professor" =uru:shetra 4niversity" =uru:shetra
DR. MOHENDER KUMAR GUPTAAssociate Professor" P% J% 2% $% overn0ent )olle#e" !aridabad
DR. VIVEK CHA(LAAssociate Professor" =uru:shetra 4niversity" =uru:shetra
DR. VIKAS CHOUDHARY
Asst% Professor" $%I%9% ;4niversity
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CALL FOR MANUSCRIPTSCALL FOR MANUSCRIPTSCALL FOR MANUSCRIPTSCALL FOR MANUSCRIPTS>e invite unpublished novel" ori#inal" e0pirical and hi#h ?uality research wor: pertainin#
to recent develop0ents 8 practices in the area of )o0puter" Business" !inance" Mar:etin#"+u0an Resource Mana#e0ent" eneral Mana#e0ent" Ban:in#" Insurance" )orporate
overnance and e0er#in# paradi#0s in allied sub1ects% 9he above 0entioned trac:s are
only indicative" and not e7haustive%
Anybody can sub0it the soft copy of his@her 0anuscript /045 in M%S% >ord for0at after
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the headin# #uidelines for sub0ission" at the e0ail addresses" 0689;4.
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each headin#%
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VOLUME NO:2(2011),ISSUE NO.4(APRIL) ISSN0976-2183
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A STUDY ON BENEFITS AND RISK ANALYSIS OF FUTURES AND OPTIONS IN MADURAI
MS. K. HEMA MALINI
ASST. PROFESSOR
DEPARTMENT OF COMMERCE
LADY DOAK COLLEGE
MADURAI * #2" ))2
ER. R. DEEPA
ASST. PROFESSOR
DEPARTMENT OF COMMERCE
LADY DOAK COLLEGE
MADURAI * #2" ))2
ABSTRACTT!" "#$%$'# *" +""%+ $% -% -+"/-*" /0 $1 #-'*-0 12$ 2'3-*" '%3"*$2. T!" -3'%4 $1 '%+'3'+/-0 '%3"*$2 ' *!" -'% $/2#" $1 #-'*-0 '%3"*"%*
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+'11"2"%* *2-+"2 *$ *-8" 2'4!* +"#''$% 5"1$2" *2-+'%4 '% +"2'3-*'3" -##$2+'%4 *$ *!"'2 -**'*/+" *$7-2+ 2'8. D"2'3-*'3" '%#0/+" 1$27-2+ #$%*2-#*, 1/*/2"
#$%*2-#*, $*'$% -%+ 7-. A *2-+"2 %""+ *$ /%+"2*-%+ *!" #$%#"* $1 +"2'3-*'3" -%+ '* -0'#-*'$% -%+ *!" 2'8 -$#'-*"+ 7'*! '* -%+ 2'8 -%-4""%*
*2-*"4'" *$ 0- -1" -%+ /##"1/0 '% *!" -28"*. T!"2"1$2" *!" */+ -' -* -%-09'%4 *!" 5"%"1'* -%+ 2'8 '% *2-+'%4 1/*/2" -%+ $*'$% -28"*. T!"
2""-2#! ' 1$#/"+ $% /23" "*!$+ *$ #$00"#* -2*'#'-%* 2"$%" *$ '+"%*'1 *!" 0"3"0 $1 -7-2"%" $% 1/*/2" -%+ $*'$% -28"* -%+ -%-09" *!" 2'8 -%+
5"%"1'* -$#'-*"+ 7'*! '* .T!" 2"$%" -2" #$%#0/+"+ 7'*! /44"*'$% -%+ 2"#$"%+-*'$% -%-4"2'-0 -%+ 2""-2#! '0'#-*'$%.
KEY(ORDSArbitra#ers" !utures and Options" +ed#ers" Stoc: Bro:ers" Speculators%
INTRODUCTIONerivatives have chan#ed the world of finance as pervasively as the internet has chan#ed co00unications% >ell they are everywhere nowadays% $ew
ideas and innovations have always been the hall0ar: of pro#ress 0ade by 0an:ind% At every sta#e of develop0ent" two crore factors drive 0an to
ideas and innovations% 9hese are increasin# returns and reducin# ris:" in all facets of life% One such innovation in the financial 0ar:et is Derivatives"
which are contracts that ori#inated fro0 the need to 0ini0i*e ris: and 0a7i0i*e return to the investors% +ence it is introduced with the 0ain purposes ofenablin# individual or corporate investors to either increase their e7posure to certain specified ris:s in the hope that they will earn returns 0ore than ade?uate
to co0pensate the0 for bearin# these added ris:s" :nown as speculation% On the other hand" reduce their e7posure to specific financial ris:s by transferrin#
these ris:s to other parties who are willin# to bear the0 at lower cost" :nown as hed#in#% In addition" there is an i0portant activity carried out :nown as
Arbitration" which helps in earnin# profit fro0 price differential e7istin# in two 0ar:ets by si0ultaneously operatin# in two different 0ar:ets%
)ash 0ar:et participants ne#otiate the buyin# and sellin# ;the transfer of title< of a specific productK futures 0ar:et participants focus on the buyin# and sellin#
of a contract on the underlyin# product% >ith the contract standardi*ed in ter0s of delivery 0onths and locations" ?uantity and #rade of the co00odity" the
only ele0ent left to ne#otiate in the e7chan#e 0ar:et is the price% Since price and not the co00odity is the focus of the futures and options 0ar:et" delivery of
the actual co00odity is a function that #enerally is assi#ned to the cash 0ar:et% 9he 0ar:et 0a:es it easy to enter and e7it the 0ar:et before delivery beco0es
even a possibility% All the 0echanis0s of the futures 0ar:etplace focus on the ta:in# of a LpriceE position and then closin# it out at a profit or loss%
FUTURES
!utures contract 0eans a le#ally bindin# a#ree0ent to buy or sell the underlyin# security on a future date% !uture contracts are the or#ani*ed contracts in ter0s
of ?uantity" ?uality" delivery ti0e and place for settle0ent on any date in future% 9he contract e7pires on a pre-specified date called e7piry date of the contract%
All the financial futures contracts are cash settled% 9here is no physical transfer of securities% !uture contracts traded in India are based on co00odities" indices"
individual stoc:s" interest rate and currency%
OPTIONSOptions contract is a type of derivatives contract that #ives the buyer@holder of the contract the ri#ht but not the obli#ation to buy @ sell the underlyin# asset at a
predeter0ined price within or at the end of specific period% 9he buyer@holder of the option" purchases the ri#ht fro0 the seller@writer for a consideration which
is called the pre0iu0% 9he seller@writer of an option is obli#ated to settle the option as per the ter0s of the contract when the buyer@holder e7ercises his ri#ht%
Option contracts traded in India are based on co00odities" indices" individual stoc:s" interest rate and currency% Option contracts 0ay be
)all Option where the buyer has the ri#ht but not the obli#ation to purchase a #iven volu0e of the underlyin# asset at a #iven price on or before a #iven
future date%
Put Option where the buyer has the ri#ht" but not the obli#ation to sell a #iven volu0e of the underlyin# asset at a #iven price on or before a #iven future
date%
An investor needs to understand the concept of derivatives and its applications and the ris: associated with it and ris: 0ana#e0ent strate#ies to play safe and
successful in the 0ar:et% 9herefore the study ai0s at analy*in# the benefits and ris:s in tradin# futures and options 0ar:et
OBJECTIVES 9o study the concepts" technicalities and 0echanics of tradin# in futures and options%
9o e7a0ine the benefits of !utures and options%
9o analy*e the ris:s of !utures and Options% 9o analy*e the level of awareness a0on# traders in !utures and Options%
RESEARCH DESIGN AND METHODOLOGY
D
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&'F
9he followin# research 0ethodolo#y and desi#n has been used for the study%
+1, RESEARCH DESIGN: Survey 0ethod was used with a structured type ?uestionnaire as the data-collectin# instru0ent%
+2, PRE- TESTING: Pre , testin# was done for clarity and reliability of the tool%
+3, SAMPLE SIE A total of .' respondents were ta:en for the study%
+!, SAMPLING PROCEDURE 9he sa0ple for the study was selected fro0 Madurai district of 9a0ilnadu% )onvenient sa0plin# was chosen after critical
review of literature% Respondents were 0ales and fe0ales who are interested in tradin# in futures and options%
+", DATA COLLECTION In total G' ?uestionnaires were distributed out of which .' sa0ple was finally selected%
+#, ANALYSIS OF DATA: 9he state0ents on traders were fra0ed after critical review of literature and discussions with e7perts in the field% 9he answer
to these state0ents was sou#ht in ter0s of /es or $o3 and percenta#e analysis and chi s?uare analysis%
ANALYSIS AND INTERPRETATIONAGE
TABLE 1: AGE OF THE RESPONDENTS TRADING IN FUTURES AND OPTIONS
A#e roup $o% of Respondents Percenta#e
& , . H .F%'
F , .' & (%'
Above .' &' '%'
9otal .' &''%'
Source Pri0ary Data
9he table& shows that the youn# a#ed people between & and . have +i#h ris: ta:in# attitude of .F and the around ( of the respondents tradin# belon#s
to the a#e #roup of F , .' %9he study shows that the tradin# level decreases as the a#e increases%
EDUCATIONAL &UALIFICATIONTABLE 2: EDUCATIONAL &UALIFICATION OF THE RESPONDENTS TRADING IN FUTURES AND OPTIONS
6ducational Nualification $o% of Respondents Percenta#e
4pto II Standard . &'%'
De#ree +older (. '%'
9otal .' &''%'
Source Pri0ary Data
9able shows that 0a1ority of the respondents are de#ree holders who have #reater e7posure to the futures and options 0ar:et as the e7posure"
understandin# ability and practical analysis is 0ore in colle#e education co0pared to school%
OCCUPATION
TABLE 3: OCCUPATION OF THE RESPONDENTS IN FUTURES AND OPTIONS
Occupation $o% of Respondents Percenta#e
Retired G &(%'
Professional ( H%'
overn0ent 60ployee (%'
Private 60ployee & (%'
Business ' ('%'
Service F%'
A#riculture ' '%'
+o0e 0a:er (%'
9otal .' &''%'
Source Pri0ary Data9able portrays that the 0a1ority ;('< of the respondents are Business people who are very interested in 0a:in# 0oney and ris: ta:in#% Around ( are
private e0ployees who are ne7t to business people in ris: ta:in#%
MONTHLY INCOME
TABLE !: MONTHLY INCOME OF THE RESPONDENTS TRADING IN FUTURES AND OPTIONS
Monthly Inco0e $o%of Respondents Percenta#e
2ess than &'''' G &(%'
&'''' , '''' &H F%'
'''' , '''' & (%'
'''' , ('''' ( H%'
('''' , .'''' (%'
Above .'''' G &(%'
9otal .' &''%'
Source Pri0ary Data
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9able ( shows that the 0a1ority of the respondents who are tradin# in futures and options belon# to the inco0e #roup of &'''' , '''' which depicts that the
0iddle inco0ed people are 0ore interested in tradin# in derivatives to 0a7i0i*e their earnin#s%
MARITAL STATUS
TABLE ": MARITAL STATUS OF THE RESPONDENTS TRADING IN FUTURES AND OPTIONS
Marital Status $o%of Respondents Percenta#e
Married G G(%'
4n0arried & F%'
9otal .' &''%'
Source Pri0ary Data
9able . e7plains that the 0a1ority of the respondents ;G(< are 0arried as they have 0ore responsibilities to ta:e care of their fa0ily when co0pared to the
un0arried traders%
SOURCE OF KNO(LEDGE ABOUT FUTURES AND OPTIONS
TABLE # :SOURCE OF KNO(LEDGE OF THE RESPONDENTS TRADING IN FUTURES AND OPTIONS
Source of =nowled#e $o%of Respondents Percenta#e
Bro:er . G'%'
Advertise0ent . &'%'
Studied in course of 0y 6ducation &' '%'9otal .' &''%'
Source Pri0ary Data
9able F shows that 0a1ority of the respondents :new about futures and options throu#h the awareness created by bro:ers" who 0ar:et these products for
earnin# revenue% Advertise0ents play only a trivial role in creatin# awareness about futures and options%
MODE OF CONTACT OF STOCK BROKERS
TABLE 7: MODE OF CONTACT OF STOCK BROKERS BY THE RESPONDENTS TRADING IN FUTURES AND OPTIONS
Mode of )ontact $o% of Respondents Percenta#e
9elephone & F%'
Direct Personal )ontact &G (%'
Online tradin# . &'%'
9elephone 8 Direct Personal )ontact H &F%'
9elephone 8 Online tradin# ( H%'
Direct and Online )ontact ' '%'
9elephone" Direct Personal )ontact and Online tradin# F%'
9otal .' &''%'
Source Pri0ary Data
9able G shows that the 0a1ority of the respondents have chosen direct personal contact to trade as the trader 0ay feel co0fortable to be with bro:er and other
traders to #et sufficient details about the 0ar:et% 9he ne7t 0ode was the telephone as they have direct conversation with the bro:ers%
TYPES OF TRADERS IN FUTURES AND OPTIONS
TABLE ' : TYPES OF TRADERS IN FUTURES AND OPTIONS
9ype of 9raders $o%of 9raders Percenta#e
+ed#ers & (%'Speculators & F%'
Arbitra#ers ' '%'
+ed#ers and Speculators G &(%'
9otal .' &''%'
Source Pri0ary Data
9able H shows that the 0a1ority of the traders play the role of speculators due to the natural hu0an attitude of earnin# hu#e at a short span of ti0e and
addiction to #a0blin# and people are not aware of Arbitra#ers in Madurai as they show nil percenta#e%
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INFLUENCE OF OCCUPATION ON THE ROLE PLAYED IN THE FUTURES AND OPTIONS MARKET
TABLE %: INFLUENCE OF OCCUPATION ON THE ROLE PLAYED IN THE FUTURES AND OPTIONS MARKET.
Occupation Role played in the !utures and options Mar:et 9otal
+ed#er Speculator +ed#er 8 Speculator
Retired
;('%'