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Summer Training Project Report ON Consumer satisfaction toward Sharekhan Ltd.

Submitted in Partial fulfillment of requirement of award of MBA degree of GGSIPU, New Delhi

Submitted By Sanjay Singh 01015603911 3rd semester (2011-2013)

Northern India Engineering College (Affiliated to GGSIPU) FC-26, Shastri Park, Delhi-110053

ACKNOWLEDGEMENT
I am glad to express my profound sentiments of gratitude to all who rendered their valuable help for the successful completion of this project report titled, A project report on consumer satisfaction towards SHAREKHAN LTD. I record my deep sense of gratitude to Mr. Jaipal singh(Asst. Manager) who had given me a chance to do a project under this roof of Sharekhan and given opportunity to work under his guidance. I would also like to thank sincerely from the deep of my heart to all those persons who constantly guided me and gave me the practical knowledge and materials of the subject. I would finally like to thank all employees of Sharekhan for their kind cooperation, guidance and support which lead me to right direction of my research. My genuine sense of gratitude goes to my university that gave me a chance to brighten my academic qualification that provided me this opportunity to have a practical knowledge of relevant field.

INDEX CONTENT PAGE NO


1-3

Objectives of the study

4-11

Company Profile

12-13

Literature Review

14-16

Research Methodology

17-31

Data Analysis

32-32

Findings
33-33

Conclusion

34-34

Recommendations

CHAPTER - I
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 customers and serve better.

It will also provide future growth opportunity.

It will improve the awareness of various products of share khan

OBJECTIVES OF THE STUDY:PRIMARY OBJECTIVE:-

To study the overall satisfaction level of the customers with particular reference to Share khan services.

To identify various ways to improve the customer satisfaction level at Share khan.

SECONDARY OBJECTIVE: To identify the customer awareness of products of share khan ltd.

To identify the need of the customers.

To give suggestion to company in order to improve the satisfaction

NEED FOR STUDY:Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business wont be profitable for long .Customer satisfaction is all about bringing customers back. And about sending them away happy happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers .Customer satisfaction is very important because, the customer issatisfied when only the product/service meets the customers needs, wants, and expectations. To further understand customer satisfaction we must also recognize that there are levels of customer satisfaction that, in a sense, define the basic ingredients what the customers really want. Every organization needs to improve level of customer satisfaction and identify customer preference over various products so that they canimpl ement measures to enhance customer satisfaction levels and to attract potentialCustomers. Hence a study has been undertaken on customer satisfaction. The project aims at studying the customer satisfaction towards Sharekhan in terms of opening a d-mat account, customer services provided to them, online trading, brokerage commission, etc. It would include identifying the various groups of satisfied and unsatisfied customers and to know the reasons for the same. Further any suggestive methods that can be adopted to attain or regain customer satisfaction will be put forth. Also any further plans that would help share khan in exceeding customer expectations will also be identified. It would help the company to improve its CRM practices

CHAPTER - II

Introduction of the company:-

Company Profile
COMPANY PROFILE SHAREKHAN LTD
Sharekhan is leading India-based financial services group, part of City Financial Ltd the Institutional Equities and Investment Banking services. Sharekhan deals online trading with products like equities, derivatives, mutual funds and portfolio management. Share khans online trading and investment site www.sharekhan.com was launched in2000. Share khans ground network includes over Sharekhan has over 679 branches in 2 3 4 c i t i e s a n d a b o u t s i x l a k h t r a d i n g m e m b e r s . S h a r e k h a n h a s w o n t h e p r e s t i g i o u s Consumer Vote Awards 2005 7

for the Most Preferred Stock Broking Brand in India, in the Investment Advisors category. N a m e o f the company was changed from SSKI Investor Services Private Limited to Sharekhan Private Limited on 4th October 2005. Sharekhan has won the prestigious Awaaz Consumer Vote Awards 2005 for the Most Preferred Stock Broking Brand in India, in the Investment Advisors category. S h a r e k h a n L i m i t e d was p r o m o t e d b y M r . S h r i p a l S M o r a k h i a a n d M r . S h r e y a s S Morakhia. It was established in 1999-2000. It is currently amongst India's largest broking house. It is a member of the Stock Exchange, Mumbai. It is a depository participant of t h e N a t i o n a l S e c u r i t i e s D e p o s i t o r y L i m i t e d a n d C e n t r a l D e p o s i t o r y S e r v i c e s ( I n d i a ) Limited. Its business includes stock broking, depository services, portfolio management and derivatives.

Sharekhan is one of the leading retail brokerage of SSKI Group which was running successfully since 1922 in the country. It is the retail broking arm of the Mumbai-based SSKI Group, which has over eight decades of experience in the stock broking business. Sharekhan offers its customers a wide range of equity related services including trade execution on BSE, NSE, Derivatives, depository services, online trading, investment advice etc.

PRODUCTS OFFERED BY SHAREKHAN:-

1- BOLT for Online Trading. 2- NEAT for Online Trading. 3- Portfolio Management Services. 4- Online Trade in Commodities. 5- Mutual Fund Advisory. 8

6- Insurance.

SERVICES OF SHAREKHAN:-

SERVICES OFFERED BY SHAREKHAN:1. Trading Facilities: 10

Share khan as a member of NSE& BSE provides both offline and online trading facilities nationwide for trading the securities in secondary market to its clients. The companys wide network of outlets spread across the country facilities to executive the orders in secondary market. 2. Derivatives: (Futures and Options) The company also facilitates the trading system for trading in secondary market under future adoptions segment of NSE and BSE. The equity dealers in the company will be eager to give insights into the new sets introduction in the Indian Capital Market futures and options. 3. Depository services: Sharekhan is a Depository participant of National Securities Depository Limited and Central Depository and Securities Limited.Sharekhan will open De-mat accounts, which will investors to convert physical certificates of shares into electronic balances in an account maintained. 4. Margin Financing: In the present rolling settlement scenario, Sharekhan understand investor need for additionalcapital availability for daily purchaser shares. It offers unique facility avail finance, for purch asing shares at very competitive interest rates 5. IPOs and Mutual Funds: Sharekhan offers the change of investing in the potentially lucrative IPO market. Sharekhan is distribution house for all mutual funds. This is the news scheme introduced by the company and it also offers schemes catering to investors with varying risk return profiles.

6. Stock lending and Borrowing:

One can place an order of shares with Sharekhan. It is approved intermediary of the security or lending scheme. These would be sent out the borrowers, these earnings fees
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for all investors idle shares. Thus Sharekhan fulfill the investor need for borrowing and lending of shares.
7. Equity Research: Sharekhan has a highly rated research using involved in macroeconomic studies, industry and company specific equity research. The research teams inputs will be available as daily trading calls, quarterly investment picks and long term investment picks, based on the fundamentals of particular company and the industry as a whole. 8. Internet Trading: Investors can also trade their securities through this facility by logging into companys website. The virtual world that Sharekhan offers online trading services through.

9. Portfolio Management Services: Sharekhan securities are a registered portfolio manager with SEBI to manage portfolios on behalf of clients with a discretionary and non discretionary right. This service is a provision for those who may not have the time to manage their stock investments require the service of companys highly specialized profession team. or

10. Other Services:


Free access to investment advice from Share khans research team

Sharekhan Value line (A monthly publication with review of recommendations stocks to watch out)

Daily research reports and market review ( high noon and eagle eye)

Daily trading calls based technical analyses

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Cool trading products ( Daring derivatives and market strategy)

Personalized advice

Live management information

Internet- Based online trading

Online BSE & NSE executions through BOLT & NEAT terminals)

REASONS TO CHOOSE SHAREKHAN LIMITED

Experience
SSKI has more than eight decades of trust and credibility in the Indian stock market. In the Asia Money broker's poll held recently, SSKI won the 'India's best broking house for 2004' award. Ever since it launched Sharekhan as its retail broking division in February 2000, it has been providing institutionallevel research and broking services to individual investors.

Technology
With our online trading account you can buy and sell shares in an instant from any PC with an internet connection. You will get access to our powerful online trading tools that will help you take complete control over your investment in shares .

Accessibility
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Sharekhan provides ADVICE, EDUCATION, TOOLS AND EXECUTION services for investors. These services are accessible through our centers across the country (Over 588 locations in 148 cities) over the internet (through the website www.sharekhan.com)as well as over the Voice Tool.

Knowledge
In a business where the right information at the right time can translate into direct profits, you get access to a wide range of information on our content-rich portal, sharekhan. You will also get a useful set of knowledge-based tools that will empower you to take informed decisions.

Convenience
You can call our Dial-N-Trade number to get investment advice and execute your transactions. We have a dedicated call-centre to provide this service via a Toll Free Number 1800-22-7500 & 1800-22-7050 from anywhere in India.

Customer Service
Our customer service team will assist you for any help that you need relating to transactions, billing, demat and other queries. Our customer service can be contracted via a toll-free number, email or live chat on www.sharekhan.com.

Investment Advice
Sharekhan has dedicated research teams of more than 30 people for fundamental and technical researches. Our analysts constantly track the pulse of the market and provide timely investment advice to you in the form of daily research emails, online chat, printed reports and SMS on your mobile phone.

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Benefits
Free Depository A/c Secure Order by Voice Tool Dial-n-Trade. Automated Portfolio to keep track of the value of your actual purchases. 24x7 Voice Tool access to your trading account. Personalized Price and Account Alerts delivered instantly to your Cell Phone & E-mail address. Special Personal Inbox for order and trade confirmations. On-line Customer Service via Web Chat. Anytime Ordering.

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Literature Review:Customer satisfaction:-a term frequently used in marketin, is a measure of how products and
services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals."In a survey of nearly 200 senior marketing managers, 71 percent responded that they found a customer satisfaction metric very useful in managing and monitoring their businesses.[

This research investigated the relationship between three elements core service quality, relational service quality- and perceived value and customer satisfaction and future intentions across four services. The results revealed that core service quality (the promise) and perceived value were the most important drivers of customer satisfaction with relational service quality (the delivery) a significant but less important driver. A direct link between customer satisfaction and future intentions was established. The relative importance of the three drivers of satisfaction varied among services. Specifically, the importance of core service quality and perceived value was reversed depending on the service. A major conclusion was that both perceived value and service quality dimensions should be incorporated into customer satisfaction models to provide a more complete picture of the drivers of satisfaction.

According to Philip Kotler perceptions are more important than reality, as it is perceptions that will affect the consumers actual behavior. And Perception is defined as the selection, organization, and interpretation of marketing and environmental stimuli into a coherent picture (Assael, 1998). In the study conducted by Nidhi walia and Ravinder Kumar (2007) examined the investors preference for traditional trading and online trading. The major findings of the study were that Indian investors are more conservative, they do not change easily and Indian traditional traders still choose brokers for trading. But Internet traders are more comfortable with online trading because of its transparency and complete control over the terminal. Another study by 16

Sandeep Srivastava, Surendra S Yadav and P K Jain (2008) on Derivative Trading in Indian Stock Market: Brokers Perception found that high net worth individuals and proprietary traders contribute to the major proportion of trading volumes in the derivative segment. The survey also revealed investors are using these securities for risk management, profit enhancement, speculation and arbitrage. It also emphasized to popularize option instruments because they may prove to be a useful medium for enhancing retail participation. Several earlier studies done regarding the characteristics of online traders in USA by Barber and Odean (2002) found that young men are more likely to use the Internet for investing, and that online investors tend to increase turnover and decrease their performance after switching to online trading. Research conducted by Konari Uchida (2006) on the characteristics of Japanese online investors found Japanese online investors prefer higher capital gains, choose low-volatility stocks less often, use chart data more frequently, and are more likely to choose stocks to buy and sell themselves. The study conducted by Yingzi Xu, Robert Goedegebuure and Beatrice van der Heijden (2006) on Customer Perception, Customer Satisfaction, and Customer Loyalty within Chinese Securities Business: Towards a Mediation Model for Predicting Customer Behavior found service quality perceived by customers has a direct, significant effect on customer satisfaction. Also the relationship between perceived service value and customer loyalty is found to be determined by customer satisfaction.

CHAPTER III Research Methodology:Research methodology is way to systematically solve the research problem. Research,

inc o m m o n t e r m s r e f e r s t o a s e a r c h f o r k n o w l e d g e . R e s e a r c h m e t h o d o l o g y c o n s i s t

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s o f different steps that are generally adopted by a researcher to study the research problem along with the logic behind them.

1. 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 assecondary 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

SAMPLING DESIGN: Definition of population:


All the customers of share khan.

Sampling size:
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A sample of 100 customers was selected from the target population for the study.

Statistical tool:- Percentage method, mean

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 thedata collected. Graphs were used to represent the data for the better and accurateinterpretatio n of the result.

3.3 STATISTICAL TOOLS USED:


Sample tools are used for analyze purpose, they are follows 1. Percentage analysis 2. Mean method

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


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PERIOD OF STUDY:
The duration of the study is from June to July. Two months of summer training.

LIMITATIONS
The survey was restricted to Delhi city , hence the findings cannot be generalized

The sample size is only 100 but the customers of sharekhan are much higher. So the sample size wont represent the whole population.

The survey was limited during the short span.

Biased answers are unavoidable.

Respondents are busy.

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CHAPTER IV

ANALYSIS OF DATA

AGE LIMIT OF RESPONDENTS TABLE-1


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PARTICUL S. NO 1 2 3 4 ER BELOW30 31-40 41-50 ABOVE50 TOTAL

NO.OF RESPONDENT

OF

RESPONDENT

25 30 15 10 80

31.25% 37.50% 18.75% 12.50% 100%

1. AGE LIMIT OF RESPONDENTS:Chart-1

INTERPRETATION:This table shows that 31.25% of the respondents belongs to the age of (30-40) followed by 37.50% of the respondents belongs to the age of below30.The least number of respondents 12.50% belongs to the age group above 50 2. GENDER
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Table-2
PARTICUL S. NO 1 2 ER MALE FEMALE TOTAL NO.OF RESPONDENT 56 24 80 % OF RESPONDENT 70.% 30.% 100.00%

GENDER Chart-2

INTERPRETATION: 70. % of the respondents are male and remaining 30% are female.

3. OCCUPATION OF THE RESPONDENTS:23

TABLE-3
% OF

S. NO 1 2 3 4

PARTICULER SELF-EMPLOYED PRIVATE EMPLOYEE GOVT. EMPLOYEE STUDENT TOTAL

NO.OF RESPONDENT 20 35 15 10 80

RESPONDENT

25.00% 43.75% 18.75% 12.50% 100%

3 .OCCUPATION OF THE RESPONDENTS Chart-3

INTERPRETATION:
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This table shows that 43.75% of the respondents are private employee followed by 25% are self-employed and the minimum respondents 12.50% are students 4. AWARENESS OF THE PRODUCTS Table-4
NO.OF S. NO 1 2 PARTICULARS YES NO TOTAL RESPONDENT 60 20 80 % OF RESPONDENT 75.00% 25.00% 100.00%

AWARENESS OF THE PRODUCTS Chart-4

INTERPRETATION:
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The above table shows that the 75.00% of the respondents are aware of the sharekhan products and remaining 25.00% of the respondents not aware of some products.
5. CAME TO KNOW ABOUT SHARE KHAN SERVICES AND PRODUCT

Table-5
NO.OF S. NO 1 2 3 4 PARTICULARS ADVERTISEMENT INTERNET FRIENDS INDIVIDUAL PERFORMANCE TOTAL RESPONDENT 25 28 16 11 80 % OF

RESPONDENT 31.25% 35.00% 20.00% 13.75% 100%

CAME TO KNOW ABOUT SHARE KHAN SERVICES AND PRODUCT Chart-5

INTERPRETATION:
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This table shows that 35.00% of the respondents influenced by internet followed by 20% of the respondents are by friends and 20.% influenced by advertisement 6. AMOUNT INVESTED BY CONSUMER OF SHARE KHAN Table% S. NO 1 2 3 4 PARTICULER BELOW 5 LAKS 5 TO 10 LAKS 10 TO 15 LAKS ABOVE-15 LAKS TOTAL NO.OF RESPONDENT 23 37 17 13 80 OF

RESPONDENT 28.75% 46.25% 21.25% 16.25% 100%

AMOUNT INVESTED BY CONSUMER OF SHARE KHAN Chart-6

INTERPRETATION:
This table shows that 28.75% of the respondents comes under the income level of 5 to 10 lakhs followed by 46.25% comes under the income level of 10to15 lakh and 21.25% of the respondents income are 15 laks. The least no of therespondents 16.25% comes under the income level below 5 lakhs

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7. BROKERAGE RATE OF THE CHARGES Table-7


NO.OF S. NO 1 2 3 4 PARTICULARS VERY HIGH HIGH MODERATE LOW TOTAL RESPONDENT 18 17 28 17 80

BROKERAGE RATE OF THE CHARGES Chart-7

Mean = (18*4) + (17*3) + (28*2) + (17*1) =196/80 =2.45% A majority of the respondents (2.45%) said that the brokerage rate is moderate
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8. SATISFACTION LEVEL FROM THE ONLINE SERVICE OF SHARE KHAN LTD. Table:-8
NO.OF S. NO 1 2 3 4 PARTICULARS RESPONDENT HIGHLY SATISFIED 29 SATISFIED 32 HIGHLY DISSATISFIED UNSATISFIED TOTAL 9 10 80

. SATISFACTION LEVEL FROM THE ONLINE SERVICE OF SHARE KHAN LTD.

CHART:-8

Mean = (29*4) + (32*3) + (9*2) + (10*1)/80 =240/80 =3%

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A majority of the respondents (3%) are satisfied with the services provided by share khan
9. YOUR AFFECTIONATE LEVEL FROM DIAL-N-TRADE SERVICE OF SHAREKHAN LTD.

Table. 9
NO.OF S. NO 1 2 3 4 PARTICULARS More Average Less No effect TOTAL RESPONDENT 30 31 9 10 80

. YOUR AFFECTIONATE LEVEL FROM DIAL-N-TRADE SERVICE OF SHAREKHAN LTD. Chart-9

Mean = (31*4) + (30*3) + (9*2) + (10*1)/80 =242/80 =3.025% A majority of the respondents (3.025%) are satisfied with the dial-n-trade services provided by share khan
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10. USAGE THE SERVICE/ PRODUCT OF SHARE KHAN Table-10


NO.OF S. NO 1 2 3 PARTICULER RESPONDENT below 3 year 20 3-6 year 45 more than 6 year Total 15 80 % RESPONDENT 25.00% 56.25% 12.00% 100.00% OF

USAGE THE SERVICE/ PRODUCT OF SHARE KHAN Chart-10

INTERPRETATION: From the above table it shows that 20% of the respondents are using share khan for 3 years and 56.25% of the respondents are using for 3-6 years. Remaining 12 % of the respondents are using for more than 6 year
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11. FEATURES OF SHAREKHAN DIFFERENT FROM COMPETITORS.

TABLE-11
NO.OF S. NO 1 2 3 4 5 PARTICULARS RESPONDENT TIME MANAGEMENT 20 BETTER SERVICE 28 EASY ACCESSIABILITIES 16 CUSTOMER SATISFECTION ALL THE ABOVE TOTAL 11 5 80 % OF RESPONDENT 25.00% 35.00% 20.00% 13.75% 6.25% 100%

FEATURES OF SHAREKHAN Chart-11

INTERPRETATION:The above table shows that 35.00% of the respondents felt that better service is provided, 20.00% of the respondents said that easy accessability.13.75% of t h e r e s p o n d e n t s said they are fully satisfied and remaining 6.25% of the respondents satisfied with all the above features.
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12. BASIS OF SERVICE PROVIDED BY SHARE KHAN IN TRADING

Table-12
NO.OF S. NO 1 2 3 4 PARTICULARS RESPONDENT MARKET TIPS 22 TRADE REPORT 28 FUNDAMENTAL REPORT TECHNICAL REPORT TOTAL 14 80 17.50% 100% 16 % OF

RESPONDENT 27.50% 35.00% 20.00%

BASIS OF TRADING Chart-12

INTERPRETATION:The above table shows that 27.50% of the respondents tradeunder market tips, 35.00% of the respondents trade under trade report&20.00% on fundamental analysis and remaining 17.50 % of the respondents trade technical reports 33

13. LEVEL OF CONSUMER SATISFACTION OF SHARE KHAN IF ANY CHANGES ARE MADE IN FUTURE SOFTWRE

Table-13
NO.OF S. NO 1 2 3 4 PARTICULARS EXCELLENT GOOD BETTER WORSE TOTAL RESPONDENT 26 33 13 8 80

LEVEL OF CONSUMER SATISFACTION OF SHARE KHAN IF ANY CHANGES ARE MADE IN FUTURE SOFTWRE

Chart-13

Mean = ((26*4) + (33*3) + (13*2) + (8*1))/80


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=237/80 =2.96 INTERPRETATION:-A majority of the respondents (2.96) said that the opportunities for sharekhan will be good in future 14. TOTAL SATISFICATION LEVEL OF CONSUMER FROM SHARE KHAN SERVICE/PRODUCTS Table-14
NO.OF S. NO 1 2 3 4 PARTICULARS RESPONDENT HIGHLY SATISFIED 28 SATISFIED 33 HIGHLY DISSATISFIED UNSATISFIED TOTAL 9 10 80

14. TOTAL SATISFICATION LEVEL OF CONSUMER FROM SHARE KHAN SERVICES/PRODUCTS Chart-14

Mean = (28*4) + (33*3) + (9*2) + (10*1)/80


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=239/80 =2.98 A majority of the respondents (2.98) are satisfied with the services provided by share khan

Findings
31.25% of the respondents belongs to the age of (30-40) followed by 37.50% of the respondents belongs to the age of below30.The least number of respondents 12.50% belongs to the age group above 50 70. % of the respondents are male and remaining 30% are female. 43.75% of the respondents are private employee followed by 25% are selfemployed and the minimum respondents 12.50% are students It shows that 35.00% of the respondents influenced by internet followed by 20% of the respondents are by friends and 20.% influenced by advertisement it shows that 20% of the respondents are using share khan for 3 years and 56.25% of the respondents are using for 3-6 years. Remaining 12 % of the respondents are using for more than 6 year
it shows that 27.50% of the respondents

tradeunder market tips, 35.00% of the respondents trade under trade report&20.00% on fundamental analysis and remaining 17.50 % of the respondents trade technical reports A majority of the respondents (3.025%) are satisfied with the dial-n-trade services provided by share khan :-Both the company and the customer can benefit from the advancements in the field of online trade services thus finding avenues to improve upon.

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Conclusion
During my training period I have study on consumer satisfection Towards Sharekhan Ltd by using as a Questionnaire method where respondents are from whole of the sharekhan consumer of Delhi city. From the survey I found that major consumer are only major proportion of income investing in share Market. Here, the most of people are trade in share market as a speculation and they are invests for one to three months. Generally, the consumer s who are invest for long period more than year they are surely beneficial in share market. Majority of people are motivated by their friends & medias advise to enter into share market. Majority people are expecting something more from the equity market. So, finally some are satisfied and some are not satisfy with share khan. Major consumer s prefer the share khan software services on the basis of Market trend, Profitability, industry condition and economic condition also important factor while selecting the markets and consumer s have also considered brokerages and AMC as a most important factor while selecting a company under these investing.

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RECOMMENDATIONS
Prefer investment for long term investment strategy that provides you moderate return with liquidity. Investors should not invest in only equity market but, also invest in other Safe Securities LikeFixed Deposits, Government Securities, Bonds, Mutual fund and Insurance etc. which also provides moderate return. For Example: One should prefer o Equity 50% o Other Safe Securities 50% Investors should invest money at lower level price and sale the stock at higher price. Investors should select company on the basis of brokerage charges ,Current Growth of Company and Market capitalization and many more. So, consumer s can get higher return on their investment. Always invest extra money in share market. Do not invest by taking loan from banks or other resources.

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Bibliography
Text Books and Journals: Investment Management Theory & Practice by Rustagi R P (Equity Shares : Fundamental & Technical Analysis), pg 137 - 163 Financial Management (Ninth Edition) by Pandey I M (Risk and Return : An overview of Capital Market Theory), pg 70 77 Research Methods (Second Edition) by William Trochim M.K.(Analysis), pg 259 - 276 NCFM Securities Market (Basic) Module

The referred Websites: www.nseindia.com www.ibef.org www.sharekhan.com www.yahoofinance.com www.moneycentral.msn.com

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ANNEXURE QUESTIONNAIRE:Dear Respondent I am SANJAY SINGH, M.B.A student of NIEC, DELHI. I am doing a project work titled Customer satisfaction towards Share Khan 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 (d) student (b) private employee (c) govt. employee

5. Are you aware of products offered by sharekhan


(a) Yes (b) NO

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.6.From where did you come to know about share khan services and products?
(a) Ad (d) Word of mouth (b) Internet (c) friends

7. what is the maximum risk that you are ready to take in commodity

Markets
(a) Up to 10% (d) Above 50% (b) 23% (c) 50%

8. How do you feel about the brokerage rate charged by share khan (a) Very high (d) Low (b) high (c) moderate

9.How much you satisfied from the online service from share khan ltd .
h (a) Very high (d) Low (b) high (c) moderate

10. How much money have you invested in the share market through Share khan
(a)1lakh to 5 lakh (d) 15 lakh and above (b) 5 lakh to 10 lakh (c) 10 lakh to 15 lakh

11. How long have you been using the services/product of share khan..
(a) Below 3 year (b) 3-6 year 41 (c) more than 6 year

12. How do you feel about the dial-n-trade service provided by share

khan
(a) Highly satisfied (d) Unsatisfied (b) satisfied (c) highly dissatisfied

13. Which service of Share khan is the basis of your trading (a) Markets tips (c) Fundamental analysis (b) trade report (d) technical report

14. What feature of Sharekhan is different from competitor for

consumer satisfaction
(a)time management (b) better service (d) customer satisfaction (c) easy accembility (e) all the above

15. Are you comfortable with the newly trade software provide by

sharekhan
(a) YES 16. If yes ,because of (a) Easy installation (d) Others 17. If no, why? (b) high speed (c) friendly user (b) NO

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18. What will be the consumer satisfaction of share khan at future ?if

the change trade software


(a) Excellent (d) worse (b) good (c) better

19. Suggestions for future development. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

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