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INTRODUCTION
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detail in the marketing activities. The clients are managed with a friendly corporate culture to
give him more benefited investment ideas and motivate him whenever he needs. The company is
providing as many tips to the clients (pre-market, online and post-market) for more and more
trading ideas and the manager helps each client to concentrate on a few scripts so that he can
manage the profit/loss.
In short, Sharekhan ltd. is currently having a good position in the market with the highest no of
transactions and also the highest turnover (buying & selling) in india and a leader in providing
better services to the investors. Sharekhan ltd.Indias leading stock broker is the retail arm of
SSKI, and offers you depository services and trade execution facilities for equities, derivatives
and commodities backed with investment advice tempered by decades of broking experience. A
research and analysis team is constantly working to track performance and trends. Thats why
Sharekhan ltd. has the trading products, which are having one of the highest success rates in the
industry. Sharekhan ltd. is having 240 share shops in 110 cities; the largest chain of retail share
shops in India is of Sharekhan ltd.
1.2 PROJECT TITLE: Study on customer satisfaction towards Sharekhan ltd. for investing in
shares and equity market
1.3 OBJECTIVE:
1) To study the perception of the customers with reference to the share market.
2) To analyze the level of satisfaction of customers transacting business through Sharekhan
ltd.
3) To offer suggestions for increasing the level of satisfaction of the customers.
4) To studyvarious services offered by Sharekhan ltd.
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CHAPTER 2
THEORETICAL BACKGROUND
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2.
3.
4.
Suppliers capability to commit on deadlines and how efficiently they are met.
5.
6.
Complaint management.
7.
8.
9.
10.
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Government securities.
Bonds
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CHAPTER 3
COMPANY PROFILE
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1. Brokering business.
2. White feathering house production.
Vision
To be the best retail broking brand in the retail business of the stock market.
Mission
To educate and empower the individual investor to make better investment decisions through
quality advices and superior services.
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Sharekhan is the retail broking arm of SSKI, an organization with more than eight decade
of trust and credibility in the stock market.
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Among the top three (3) branded retail services providers (Rs 856 crs average daily
volume.
Large network of branded broking outlets in the country servicing around 5, 45, 000
Clients
(Director)
(Director)
(CEO)
BOARD OF DIRECTORS
Branch - Head Office
A-206, Phoenix House, 2nd Floor, Senapati Bapat Marg, Lower Parel, Mumbai- 400 013.
Telephone No: 67482000
Email: myaccount@Sharekhanltd.com
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KEY OFFICIALS
DESIGNATION
Chairman
CEO
DP Head
Mr. Pradeep
5. Mr. Hemendra Aggarwal
Cluster Head
Personalized Price and Account Alerts delivered instantly to your Cell Phone & E-mail
address.
Anytime Ordering.
NSDL Account
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CHAPTER 4
RESEARCH METHODOLOGY
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Descriptive
Exploratory
Explanatory
During the analysis of characteristics of certain groups, for e.g. users of a product with
To forecast the future trends, e.g. sales of a companys product in each of next five years.
To study whether certain variables are associated, e.g. income and usage of a product.
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To collect information from the respondent who are scattered in a vast area.
After specifying the required data, the researcher must decide the type of question required to be
asked from the respondents to collect this data. He/she must understand various existing types of
question and decide which of these would suit the most of his/her project situation. There are
different types of questions they are as follows:
Direct question Direct question are just what their name indicates e.g. Have you ever
purchased brand?
Indirect question Indirect refers to those whose responses are used to indicate or suggest date
about respondents other than the actual facts given in the answer. For e.g. why you think most
other people buy prefer SHAREKHAN LTD.?
Open ended question Sometimes these question are called free answer questions the respondent
answer in his/her words, for e.g. and open ended question on a study on Orange squashes can
be asked as what suggestion do you make for improving orange squashes? In this case no answer
choice is given to the respondent and he/she may give any answer he/she thinks.
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Close ended question Such guests are also called fixed alternative questions. The alternative
questionnaire may take the form of dichotomous question multiple choice question checklist and
rating scales, such as ordinal scale nominal scale etc.
Question method of data collection is quite popular and consists of question printed or typed in a
form or set of forms. Care was taken in the main aspect as general form. Question sequence,
question formulation and wording, the study was associated with both the question i.e., closed
ended and open ended questions. Free responses were invited from the respondents.
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RESEARCH METHODOLOGY:
Research design -
Descriptive research
Research instrument -
Questionnaire
Questionnaire -
Contact method
Sampling method
Non-probability sampling
Sampling type
Area sampling
Sampling unit
Consumers
Sampling size
50
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CHAPTER5
DATA ANALYSIS ANDINTERPRETATION
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AGE:20-30
18
30-40
40-50
20
ABOVE 50
AGE
5
18
20
20 - 30
7
30 - 40
40 - 50
ABOVE 50
INTERPRETATION :- From the above study the result is 18 respondents between 20 30 age
, 7 respondents between 30 40 age , 20 respondentsbetween 40 50 age , and only 5
respondents Above 50 age are the interested in Equity trading in SHAREKHAN LTD. majority
40 50 age people are came.
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GENDER:MALE
36
FEMALE
14
GENDER
14
36
MALE
FEMALE
INTERPRETATION: - From the above study we can clarify that out of 50, 36 male
respondents and 14 female respondents are doing trading in SHAREKHAN LTD. So we can
clarify that male are more interested compare to female in Equity trading in Sharekhan ltd.
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OCCUPATION:STUDENT
10
PROFESSIONAL
BUSINESS
12
OTHERS
OCCUPATION
4
10
12
STUDENT
8
INTERPRETATION: - From the above study we can see that out of 50 respondents, 10
respondents are students, 8 respondents have public sector job, 9 respondents have pvt. Sector
job,7 respondents are professionals, 12 respondents are Businessman, and 4 are related to the
other work. We can justify that business people are more interested in equity trading with
SHAREKHAN LTD.
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47
NO
AWARE
3
47
YES
NO
INTERPRETATION: - we can see that out of 50 respondents, 47 respondents are aware and
only 3 respondents are not aware about the online trading.
From the above mention graph we can clearly identify that most of the people are aware about
the online trading.
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14
12
It is a part of an investment
10
14
OPINION
14
14
OFFERS AN INVESTMENT
OPP.
EARN QUICK PROFIT / GAIN
10
12
PART OF AN INVESTMENT
OFFER EASY LIQUIDITY
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Q3) How did you come to know about Sharekhan ltd. online trading shares ?
Share broker
12
Friends
Bankers
24
Online adv.
REFRENCE
12
5
SHARE BROKER
BANKERS
24
FRIENDS
ONLINE ADV.
INTERPRETATION :-
Sharekhan ltd. from share brokers , 5 people got information about Sharekhan ltd. from
Bankers ,24 people got informationabout Sharekhan ltd. from Friends , 9 people got
information about Sharekhan ltd. from online advertisement . so we can justify that
majority people have got info. From friends and relatives.
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Tax saving
10
17
Easy liquidity
15
OBJECTIVE
15
8
10
TAX SAVING
EARN HIGH DIVIDEND
17
EASY LIQUIDITY
CAPITAL APPRECIATION
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Monthly
22
Every 3 months
Every 6 months
Others
11
FREQUENCY
11
9
22
MONTHLY
EVERY 3 MONTH
EVERY 6 MONTH
OTHERS
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Whole money
Half money
Depends on market
11
10
Cant say
17
RISK TAKING
17
5
10
WHOLE MONEY
HALF MONEY
11
DEPENDS ON MARKET
ON PARTICULAR BRAND
CAN'T SAY
INTERPRETATION :- Out of the 50 people , 5 people are take risk on whole money , 7
people are take risk on Half money , 11 people are take risk on the depends on market , 10
people are take risk on a particular brand only , 17 people are take risk for them Cant say.
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Q7) Have you ever felt dissatisfied with any of the services of our company Sharekhan ltd.?
Slow operation
15
Delayed correspondence
17
11
DISSATISFACTION
SLOW OPERATION
DELAYED OPERATION
INACCESSIBLE
FUND TRANSFER FACILITY
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Q8) Are you satisfied by the brokerage charges of transactions when compared to other
competitors in the market?
Highly satisfied
Satisfied
Moderate
Dissatisfy
Highly dissatisfy
7
12
9
7
15
BROCKRAGE
15
HIGHLY SATISFIED
7
12
SATISFIED
MODERATE
DISSATISFIED
HIGHLY DISSATISFIED
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Q9) Are you satisfied by the options BTST/DELIVERY (buy today sell tomorrow) provided by
the company?
Yes
No
40
10
SATISFACTION
10
YES
40
NO
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Q10) Are you aware of the absence of AMC (Annual maintenance charges) with reference to
Sharekhan ltd.?
Yes
No
50
0
AMC
0
YES
50
NO
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Q11) Are you aware of TRADE TIGER software, which is being used for the online
transactions?
Yes
No
47
3
TRADE TIGER
3
47
YES
NO
INTERPRETATION: - From the 50 respondents 47 are aware about the TRADE TIGER,
only 3 are not aware.
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Q12) Are you satisfied by the overall services provided by Sharekhan ltd.?
High satisfied
Satisfied
Moderate
Dissatisfied
Highly dissatisfied
7
7
14
13
9
SERVICES
9
13
HIGHLY SATISFIED
SATISFIED
14
MODERATE
DISSATISFIED
HIGHLY DISSATISFIED
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CHAPTER 6
FINDINGS
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1. From the study it was found that majority of the customers are highly satisfied with the
service provided by the Sharekhan ltd..
2. Majority of the customers are satisfied with the Margin Cheque which is taken from the
customer.
3. Some of the customers are satisfied by the calls of Relationship Manager (RM) for
buying and selling of shares. But some of the customers are not satisfied by calls of
Relationship Manager so they bear the loss.
4. From the study it was found that many of the customers are very happy because of the
reliable services while trading with the Sharekhan ltd.
5. Most of the customers are satisfied by the brokerage given by the Sharekhan ltd. which
gives them maximum income from the shares. But some customers are expecting some
relaxation in brokerage charged from them.
6. It was found that the software Trade Tiger provided by Sharekhan ltd. give knowledge to
the customers about buying and selling in the stock market. But some of customer cannot
handle the software easily because it requires practice and regular usage.
7. Some customers are opening the Demat account in Sharekhan ltd. But they are not
trading due less knowledge of Share Market. They are fully aware about the Intraday
(Buying and Selling on same day) and the benefits of Intraday. Sharekhan is sending
reminders on the above issue but customers are not interested.
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CHAPTER 7
SUGGESTIONS
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From the above analysis of the survey and personal observation of the customer towards
the awareness of the share and the share company SHAREKHAN LTD. Lots of experience
gained from the survey. The observations and suggestions provided by the researcher will help
the company to survive in the market and also improvise their market potential in the current
competitive environment. With this the company should take immediate steps to improve the
nature of the business.
From the survey: 1) Most of the customers got information about the company only through the Friends. The
company should take necessary steps to concentrate on the advertisements. Through they
are advertising online, it is necessary to advertise in TV, radio, presses; only when they
give these kinds of advertisements they can get lots of customers. Also they have to go
for boarding, which can be viewed by everyone passing by.
2) The company should explain the benefits of intraday (buy today and sell today)
operations certain customers invest in shares.
3) The company should take necessary steps such as give reasonable Brokerage charges or
less Brokerage charges to customer according to competitors.
4) Many of the customers are not aware of software. This usefulness should be explained
to them by giving demonstration again and again which is necessary to them for buying
and selling the shares and for watching the market.
5) The company may think of deputing skilled Relationship Managers (RMs) to help the
customers through proper guidance and by passing on relevant information.
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CHAPTER 8
CONCLUSION
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On the basis of the study it is found that Sharekhan ltd. is better service provider than the
other stockbrokers because of their timely research and personalized advice on what stocks to
buy and sell. Sharekhan ltd. provides the facility of Trade Tiger as well as relationship manager
facility for encouragement and protects the interest of the investors. It also provides the
information through internet and mobile alerts that what IPOs are coming in the market and it
also provides its research on the future prospect of the IPO.
The company also organizes seminars and similar activates to enhance the knowledge of
prospective and existing customers, so that they feel more comfortable while investing in the
stock market.
Majority of the customers are very happy offers and schemes. Some customers are
concerned about Margin money, Annual Maintaince Cost and Brokerage charges. But according
to the data majority of the customers are highly satisfied with the Sharekhan ltd.
As Sharekhan ltd. customers are satisfied organization shall increase promotional
activities to spread good word of mouth of the Sharekhan ltd.
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CHAPTER 9
BIBILIOGRAPHY
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www.Sharekhan.com
www.economictimes.com
www.moneycontrol.com
www.bseindia.com
www.nseindia.com
www.sebi.gov.in
www.investors.com
www.investopedia.com
News Papers
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CHAPTER 10
ANNEXURE
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QUESTIONNAIRE
Name:
Age: a) 20 30
. Sex: a) Male
b) 30 40
c) 40 50
d) above 50
b) Female
Occupation: a) student
b) Pubic sector
c) Professional
d) Private Sector employee
e) Investor in stock market
1. Are you aware of online trading?
a) Yes
b) No
2. What is your opinion about shares?
a) Shares offer an investment opportunity
b) Shares make earn quick profit/ gain
c) Share is a part of an investment
d) Shares offer easy liquidity
3. How did you come to know about Sharekhan ltd. online trading share?
a) Share broker
b) Bankers
c) Friends
d) Online Advertisement
4. What is your objective behind investing in shares?
a) Tax saving
b) Earn high dividends
c) Easy liquidity
d) Capital appreciation in the long run
5. How frequently you invest in shares?
a) Monthly
b) Every 3 months
c) Every 6 months d) Others
c) Depends on market
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7. Have you ever felt dissatisfied with any of the services of our company Sharekhan ltd. ?
a) Slow operation
b) Delayed correspondence
8. Are you satisfied by the brokerage charges of transactions when compared to other
competitors in the market?
a) Highly satisfied
b) Satisfied
c) Moderate
d) Dissatisfied
e) Highly dissatisfied
9. Are you satisfied by the options BTST/DELIVERY (buy today sell tomorrow) provided by the
company?
a) Yes
b) No
10. Are you aware of the absence of AMC (Annual maintenance charges) with reference to
Sharekhan ltd. ?
a) Yes
b) No
11. Are you aware of TRADE TIGER software, which is being used for the online transactions?
a) Yes
b) No
12. Are you satisfied by the overall services provided by Sharekhan ltd.?
a) Highly satisfied
b) Satisfied
c) Moderate
d) Dissatisfied e) Highly dissatisfied
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