A PROJECT REPORT

ON

CUSTOMERS SATISFACTION TOWARDS

SHAREKHAN LTD.

In partial fulfillment for the degree of

Bachelor of Business Administration
(Session 2017-2018)
Submitted to
GURU NANAK GIRLS P.G.COLLAGE UDAIPUR

UNDER THE GUIDANCE OF: Submitted by:

MRS. VINITA VERMA PRIYA KHATIK

DECLARATION

I’am Priya Khatik a student of Guru Nanak Girls collage, Which is approved
by MLSU, Udaipur hereby declare that the project entitled “CUSTOMERS
SATISFACTION” at SHAREKHAN Ltd., is the original work done by me and
the information provided in the study is authentic to the best of my knowledge.
This study report has not been submitted to any other institution or university for
the award or any other degree.

This report is based on my personal opinion hence cannot be referred to

legal purpose.
 ACKNOWLEGDMENT

Preservation, inspiration and motivation have always played a key role in the
success of any venture.
I express my sincere thanks to Prof.N.S.Rathore, Principal, Guru Nanak girls

college udaipur

I express my sincere thanks to Mrs.Vinita Verma (Head of department) &

others faculty members of B.B.A department, for the valuable suggestion and
making this project a real successful

I also thanks to Mr. Narayan Goswami for their time-to-time guidance and
support in completing the project. I also thank the other staff of SHAREKHAN
who devoted their valuable time by helping me to complete my project.
Last but not least, my sincere thanks to my parents and friends who
directly or indirectly helped me to bring this project into the final shape.

PRIYA KHATIK
 TABLE OF CONTENTS

CHAPTER PARTICULARS PAGE

1 TOPIC INTRODUCTION 1-6

2 COMPANY PROFILE 7-14

3 RESEARCH METHODOLOGY 15-17

3.1. OBJECTIVE
3.2. RESEARCH DESIGN
3.3. SAMPLING DESIGN
3.4. STATISTICAL TOOLS USED
3.5 LIMITATION
4 ANALYSIS & INTERPRETATION 18-30

5 SUGGESTIONS 32

6 CONCLUSION 34

 ANNEXURE
 QUESTIONNARIES 36-37
 BIBLIOGRAPHY 38
 CHAPTER 1
TOPIC
INTRODUCTION

1
 CUSTOMER SATISFACTION

Business always starts and closes with customers and hence the
customers must be treated as the King of the market. All the business
enhancements, profit, status, image etc of the organization depends on
customers. Hence it is important for all the organizations to meet all the
customers’ expectations and identify that they are satisfied customer.

Customer satisfaction is the measure of how the needs and responses are
collaborated and delivered to excel customer expectation. It can only be
attained if the customer has an overall good relationship with the supplier. In
today’s competitive business marketplace, customer satisfaction is an
important performance exponent and basic differentiator of business
strategies. Hence, the more is customer satisfaction; more is the business and
the bonding with customer.

Customer satisfaction is a part of customer’s experience that exposes a

supplier’s behavior on customer’s expectation. It also depends on how
efficiently it is managed and how promptly services are provided. This
satisfaction could be related to various business aspects like marketing, product
manufacturing, engineering, quality of products and services, responses
customer’s problems and queries, completion of project, post delivery services,
complaint management etc.

Customer satisfaction is the overall essence of the impression about the

supplier by the customers. This impression which a customer makes regarding
supplier is the sum total of all the process he goes through, right from
communicating supplier before doing any marketing to post delivery options
and services and managing queries or complaints post delivery. During this
process the customer comes across working environment of various
departments and the type of strategies involved in the organization. This helps
the customer to make strong opinion about the supplier which finally results in
satisfaction or dissatisfaction.
2
Customer’s perception on supplier helps the customer choose among the
supplier on basis of money value and how well the delivered products suit all
the requirements. The supplier’s services never diminishes after the delivery as
customer seeks high values post marketing services which could help them use
and customize the delivered product more efficiently. If he is satisfied with the
post marketing services then there are good chances for supplier to retain the
customers to enhance repeated purchases and make good business profits.

It is necessarily required for an organization to interact and communicate

with customers on a regular basis to increase customer satisfaction. In these
interactions and communications it is required to learn and determine all
individual customer needs and respond accordingly. Even if the products are
identical in competing markets, satisfaction provides high retention rates. For
example, shoppers and retailers are engaged with frequent shopping and credit
cards to gain customer satisfaction, many high end retailers also provide
membership cards and discount benefits on those cards so that the customer
remain loyal to them.

Higher the satisfaction level, higher is the sentimental attachment of customers

with the specific brand of product and also with the supplier. This helps in
making a strong and healthy customer-supplier bonding. This bonding forces
the customer to be tied up with that particular supplier and chances of
defection very less. Hence customer satisfaction is very important panorama
that every supplier should focus on to establish a renounced position in the
global market and enhance business and profit.

5 REASONS WHY CUSTOMER SATISFACTION SURVEY IS

IMPORTANT

3
Quality, efficiency, service, and reliability are the terms we often hear when
we discuss customer satisfaction. Smart businesses know, retaining a customer
is an art. But,businesses also need to start measuring customer satisfaction to
know customer loyalty and a simple way of measuring this is deploying a
customer satisfaction survey.

According to a recent study, organizations or businesses are more likely to have

a 10% more growth rate by measuring their Net Promoter Score. Very often,
successful organizations perceive that retaining customers is more cost-
effective than finding new customers.

Even after spending so much time, money and efforts, organizations experience
a few customers slipping away. The best practice here is to deploy a customer
satisfaction survey to help organizations understand where exactly are they
erring. In recent times it has become a vital tool for enhancing customer
happiness and loyalty.

If you are still not convinced why customer satisfaction survey is important we
have 5 more reasons to make you believe why customer satisfaction survey is
not only important but also beneficial to businesses of any size.

1.Even the most loyal customers can leave you in the blink of an eye.

Customer loyalty, as they say, cannot be bought, it needs to be earned.

According to a study, in the US, organizations can lose upto 45% of their
customer value, if they are not satisfied with the customer service or don’t get
the expected response.

This is no rocket science, customers have too many choices and your loss is
someone else’s profit. An excellent way to retain your customers is to make
sure a customer satisfaction survey is deployed and any issue related to the
same should be immediately addresse.

2. It helps you differentiate your brand from others.

As a customer if you wanted to purchase a television and you have done all
your research, spent hours in front of the computer and made notes of the
features you want in your television and finally concluded that you want to buy
brand A. Then you visit your friend and tell them excitedly that you have
narrowed down brand A, suddenly your friend says, “Naah, brand B is better. I
4
have used it and they have an excellent customer service.” Which brand do you
think you will end up buying? The answer is straight, brand B of course.
Customer satisfaction is a differentiating factor that helps your brand to stand
tall in the competition.

3.Positive branding can be achieved by excellent customer service.

The importance of customer satisfaction should never be doubted. It plays an

important role while planning the marketing strategy of an organization
especially when it comes to branding. Like mentioned previously consumers
these days have gone digital, irrespective of their age.

Social media is playing a very crucial role in branding activities. An unsatisfied

customer is free to express his/her view on a medium that is accessible to
millions of people. One negative review or feedback can do an irreversible
damage to the brand. Hence it is extremely important for an organization to
make sure that the comments the consumer leaves are always positive.

At a later stage, businesses can use the positive comments or feedbacks as

success stories or testimonials to promote the brand.

4.Happy customers are returning customers.

Satisfied and loyal customers not only spread a positive word of mouth but also
keep coming back to the brand they like despite many choices offered to them.
Customer advocacy has resulted in 48% business growth for small-scale
business in the year 2016-17, according to a study.

Also, customer satisfaction shows in the revenue of an organization. Customers

opinion (positive or negative) can affect the brand value. Happy customers
never turn to your rival brand.

5.Make customer experience more personal.

When businesses realize the importance of customer satisfaction, they make

sure every unhappy customer is contacted in person. There are various
business strategies that businesses offer in order to convert an unhappy
customer into a happy one.

5
Offering vouchers or discount is an immediate remedy to repair the damage
done. But if the businesses really care about their customers, they will regularly
deploy customer satisfaction survey to the customers. For any organization
measuring customer satisfaction should be a habit, not an option Measuring
customer satisfaction should become your daily habit.

Last but not the least

Happy customers means happy employees. If the customers are satisfied with
your brand, revenues will keep kicking and the targets will be met. A satisfied
customer is an asset to any business. In the wise words of Simon Sinek, “People
don’t buy what you do, they buy why you do it.”

6
 CHAPTER 2

COMPANY
PROFILE

7
 COMPANY PROFILE

SHAREKHAN LTD

Sharekhan is leading India-based financial services group, part of Citi

Financial Ltd that offers Institutional Equities and Investment Banking
services. Sharekhan deals online trading with products like equities, derivatives,
mutual funds and portfolio management. Sharekhan’s online trading and
investment site www.sharekhan.com was launched in 2000. Sharekhan’s ground
network includes over Sharekhan has over 679 branches in 234 cities and about
six lakh trading members. Sharekhan has won the prestigious Consumer Vote
Awards 2005 for the Most Preferred Stock Broking Brand in India, in the
Investment Advisors category.

Name of 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.
Sharekhan Limited was promoted by Mr. Shripal S Morakhia and Mr. Shreyas 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 the National Securities Depository Limited and Central
Depository Services (India) Limited. Its business includes stock broking,
depository services, portfolio management and derivatives.
8
The Company's core specialty lies in its retail distribution with a large network
of branches and sub-brokers/ authorized persons. Its strength lies in its
investment research capabilities. Its research division has several analysts
continuously monitoring global, national and regional political, economic and
social situations so as to assess their impact on the economy in general, the
sectors and companies they research which helps them in offering quality
research and advice to clients.

Presently Citigroup is holding 75% and IDFC 12% of the paid up equity
capital of the Company and the Employees own the rest i.e. 13%.

FEATURES OF SHAREKHAN LTD:

 Multiple exchanges on a single screen
 Intra-day calls and flash news
 Historical charts with technical tools
 Streaming quotes
 24x7 web enabled back – office
 Auto pay-in of shares
 Online transfer of funds

E-broking facility is one such effort, which gives you access to state-of-the-art
trading platform with multiple exchanges, order and trade confirmations,
research reports, e-contracts and a 24x7 on-line web enabled centralized back-
office system at the click of a button.

Portfolio Management Services: Sharekhan offers discretionary PMS to

investors in order to assist them in managing their funds amidst continuous

9
changing market dynamics and increase complexities of investing. Investing in
equity, markets require in-depth knowledge and thorough analysis coupled with
clear understanding of domestic and international economies. Investors need the
services of an expert to manage their funds and deliver good returns in diverse
market conditions. Continuous wealth creation with an emphasis on capital
preservation in today’s complex markets. In order to systematically diversify the
holdings of clients across varied sectors and with an intention to give them
handsome returns.

Mutual Fund Distribution & Advisory:

To enable clients to diversify their investments in their direction, Sharekhan Ltd

has added another product in its range with mutual funds:

 Customized investments solutions based individual financial goals

aligned with your risk appetite
 Access to in-depth research & proper selection from diversified funds
based on your preferred criteria
 Customized reports at desired frequency
 Ratings and rankings of all MF from our in-house expert analysts
 Current and historical performance of different funds enabling
comparisons
 News and alerts for concern Portfolio and performance tracking with
watch lists
 Online MF applications/ online order status tracking/ online updating of
unit holdings at latest NAV/ online dividend payout & reinvestment
facility.

10
Brokerage:

Some stock trading companies charge direct percentage while others charge a
fixed amount per Rs100. Sharekhan charges 0.5% for delivery trading and 0.1%
for intra day or one could say Sharekhan charges 50 paisa per Rs 100.To sum
up, Sharekhan brings to the customer, a user- friendly online trading facility,
coupled with a wealth of content that will help them stalk the right shares.

Sharekhan's equity related services include trade execution on BSE, NSE,

Derivatives, commodities, depository services, online trading and investment
advice. Trading is available in BSE and NSE. Along with Sharekhan.com
website, ShareKhan has around 679 offices (share shops) in 234 cities around
the country.

SERVICES OF SHAREKHAN:

11
PRODUCTS OF SHAREKHAN

1. ShareKhan Classic account

Allow investor to buy and sell stocks online along with the following
features like multiple watch lists, Integrated Banking, demat and digital
contracts, Real-time portfolio tracking with price alerts and Instant credit &
transfer.

a. Online trading account for investing in Equities and Derivatives

b. Free trading through Phone (Dial-n-Trade)
 Two dedicated numbers for placing your orders with your cell
phone or landline.
 Automatic funds transfer with phone banking (for Citibank and
HDFC bank customers)
 Simple and Secure Interactive Voice Response based system for
authentication
 get the trusted, professional advice of our telebrokers
 After hours order placement facility between 8.00 am and 9.30 am
c. Integration of: Online trading + Bank + Demat account
d. Instant cash transfer facility against purchase & sale of shares
12
 e. IPO investments
f. Instant order and trade confirmations by e-mail
g. Single screen interface for cash and derivatives

2. ShareKhan Speed Trade account

This accounts for active traders who trade frequently during the
day's trading session. Following are few popular features of Speed Trade
account.

h. Single screen interface for cash and derivatives

i. Real-time streaming quotes with Instant order Execution &
Confirmation
j. Hot keys similar to a traditional broker terminal
k. Alerts and reminders
l. Back-up facility to place trades on Direct Phone lines

WHY YOU SHOULD CHOOSE SHAREKHAN

Experience: More than Eight decades of trust and credibility in the Indian
Stock Market.

Technology: Buy and sell of shares through Online services.

Accessibility: Ground Network of 234 share shops.

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

13
Convenience: You can call our Dial-n-trade number to get Investment advice
and execute your transactions (Buy & Sell Orders).We have a dedicated call
center to provide this service via a to free number from any where in India.

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

Investment Advice: Sharekhan has dedicated research teams for fundamental

and technical research (like Pre-Market report, Post market reports)

Our analyst 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 phone.

Advantages of Sharekhan:

1. Online trading is very user friendly and one doesn't need any software to
access.
2. They provide good quality of services like daily SMS alerts, mail alerts,
stock recommendations etc.
3. Sharekhan has ability to transfer funds from most banks. Unlike ICICI
Direct, HDFC Sec, etc., so investor not really needs to open an account
with a particular bank as it can establish link with most modern banks.

4. Sharekhan has provided every customer with software called “TRADE

TIGER”, which enables the user to know various things about the market
such as market depth, the live market screen need not be refreshed,
comparative charts are available for every share etc.

14
 5. One another feature of the trade tiger is the visibility of the commodity
market along with the share market.

6. All accounts in share khan will be opened within three working days,
once the customer duly completed the registration procedure.

Disadvantages of Sharekhan:

1. They charge minimum brokerage of 10 paisa per stock would not let you
trade stocks below Rs.20.
2. Classic account holders cannot trade commodities.

3. The number of branches should increase to cast a wider net

CHAPTER 3

RESEARCH
METHODOLOGY

15
 RESEARCH METHODOLOGY
Research methodology is way to systematically solve the research problem.
Research, in common terms refers to a search for knowledge. Research
methodology consists of different steps that are generally adopted by a
researcher to study the research problem along with the logic behind them.

3.1 OBJECTIVES

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.

16
3.2 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.

SOURCES OF DATA COLLECTION:

The study is mainly based on the data collection from primary as well as
secondary 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.
3.3 SAMPLING DESIGN:

Definition of population: All the customers of sharekhan.

Sampling procedure: A non probability sampling technique is adopted.

Sampling size: A sample of 25 customers was selected from the target

population for the study.

RESEARCH METHODOLOGY:
Research design : descriptive in nature.
Sourceof data collection : data collected from primary and secondary sources.

SAMPLING DESIGN:
Sample size : 25
Sampling procedure : Convenience sampling
Statistical tool : Percentage method,

17
3.4 LIMITATIONS

 The survey was restricted to udaipur city , hence the findings cannot be

generalized

 The sample size is only 25but the customers of sharekhan are much

higher. so the sample size won’t represent the whole population.

 The survey was limited during the short span.

 Biased answers are unavoidable.

 Respondents are busy.

CHAPTER 4

ANALYSIS &
INTERPRETATION
18
 ANALYSIS & INTERPRETATION
AGE LIMIT OF RESPONDENTS

Table-1

S.No. Particulars No. of Respondents

1 Below 30 4
2 30-40 8
3 41-50 10
4 Above 50 3
Total 25

AGE LIMIT OF RESPONDENTS

graph-1

19
INTERPRETATION:
This table shows that 8 respondents belongs to the age of (30-
40) followed by 4 respondents belongs to the age of below 30.The more number of
respondents 30 belongs to the age group 41- 50.

Q.2 GENDER

Table-2

S.NO Particulars No.of.Respondents

1 Male 15

2 Female 10

Total 25

graph-2

20
INTERPRETATION:
15respondents are male and remaining 10 are female
.

Q.3 OCCUPATION OF THE RESPONDENTS

Table-3

S.NO Particulars No of the

respondents
1 Self-employed 7
2 Private employee 10
3 Govt.employee 6
4 Student 2
Total 25

graph-3

21
INTERPRETATION:
This table shows that 10 respondents are private employee followed
by 7 are self-employed and the minimum respondents 2 are students.

ANNUAL INCOME LEVEL OF RESPONDENTS

Table-4

S.NO Particulars No.of.particulars

1 Below 5 lakhs 3

2 5 lakhs to 10 lakhs 10

3 10 lakhs to 15 7
lakhs
4 Above 15 lakhs 5

Total 25

graph-4
22
INTERPRETATION: This table shows that 10 respondents comes
under the income level of 5 to 10 lakhs followed by 7 comes under the income level of 10 to
15 lakhs and 5 respondents income are 15 lakhs. The least no of the respondents 3 comes
under the income level below 5 lakhs.

Q.5 SOURCE OF INFLUENCE

Table-5

S.NO Particulars No. Of

respondents
1 Advertisement 2
2 Internet 10
3 Friends 8
4 Individual 5
preference
Total 25

23
 GRAPH-5

INTERPRETATION:
This table shows that 10 respondents influenced by internet
followed by 8 respondents are by friends and 2 influenced by advertisement

Q.6 AWARENESS OF THE PRODUCTS

Table-6

S.No Particulars No. of

Respondents
1 Yes 20
2 No 5
Total 25

Graph-6

24
INTERPRETATION:
The above table shows that the 20 respondents are aware of the
sharekhan products and remaining 5 respondents not aware of some products

Q.7 MARKET OPPORTUNITIES FOR SHAREKHAN IN FUTURE

Table-7`

S. NO. PARTICULARS NO. OF

RESPONDENT
1 EXCELLENT 7
2 GOOD 10
3 BETTER 5
4 WORSE 3
TOTAL 25

GRAPH-7

25
INTERPRETATION:
A majority of the respondents 10 said that the opportunities for
sharekhan will be good in future.

Q.8 FEATURES OF SAHAREKHAN

Table-8

S.NO Particulars No. Of respondents

1 Time management 5
2 Better service 3
3 Easy Accessibilities 7
4 Customer satisfaction 8
5 All the above 2
Total 25

GRAPH -8

26
INTERPRETATION:
The above table shows that 3 respondents felt that better service is
provided, 7 of the respondents said that easy accessability.8 respondents said they are
customer satisfied and remaining 2of the respondents satisfied with all the above features.

BASIS OF TRADING
Table-9

S.NO Particulars No. Of respondents

1 Market tips 10

2 Newspaper 7

3 Technical/fundamental 5
analysis
4 Others 3

Total 25

27
 Graph-9

INTERPRETATION:
The above table shows that 10 respondent’s trade under market
tips, 7 respondents trade under technical & fundamental analysis and remaining 3 of the
respondents trade under different sources
.
Q.10 SATISFICATION LEVEL OF SHARE KHAN
Table-10
S.NO Particulars No. Of Respondents

1 Highly satisfied 10

2 Satisfied 8

3 Highly dissatisfied 5

4 Unsatisfied 2

Total 25

Graph -10

28
INTERPRETATION:
The above table shows that 10 respondent’s are highly satisfied
8 respondents are satisfied ,5 are highly dissatisfied and 2 are unsatisfied with sharekhan

Q.11 BROKERAGE RATE CHARGES

Table-11
S.NO Particulars No. Of Respondents

1 Very high 2

2 High 3

3 Moderate 7

4 Low 13

Total 25

Chart-11

29
INTERPRETATION:
The above table shows that 13 person say brokerage rate was
low,7 person say moderate, 3 person say high and 2 person say very high.

Q.12 MAXIMUM RISK READY TO TAKE

Table-12

S.NO Particulars No. Of respondents

1 0-10% 12

2 10-20% 8

3 20-50% 3

4 More than 50% 2

Total 25

30
 graph -12
INTERPRETATION:
The table shows that 2 respondents are ready to take more than 50%
of risk. 3 respondents are ready to take 20-50% risk ,8 respondent ready to take10-20
% of risk & 12 respondents are ready to take 10% of risk.

31
CHAPTER 5
SUGGESTION

SUGGESTIONS

 From the study it was found that the level of awareness is high and to get

more awareness, the company can do more advertisement through

internet, brochures etc…

 The brokerage rate is high. So the company can decrease the charges for

brokerage, along with the other services than before. This will helpful to

get more investors.

32
 The company should more concentrate to the age group of 30-40.so that

they will invest more than before.

 The company can provide more market tips through SMS.

 From the study it was found that the market opportunity for sharekhan

will be excellent in future.

 It was found that the exiting customers were not aware of the new

products launched. So the company should deliver the message about the

new products launched.

 Increase the level of employees (relationship manager, sales executives)

to achieve more targets.

 Various sales promotion techniques can be introduced.

33
CHAPTER 6
CONCLUSION

CONCLUSION

Online trading services have cast a spell on the Customers due

to better online services, easy accessibility and time management.

For the company to sail past the rest it has to build on the
already existing software that is available to the user, which will pave the way
for an illustrious journey.

34
 Both the company and the customer can benefit from the
advancements in the field of online trade services thus finding avenues to
improve upon.

35
 ANNEXURE

ANNEXURE

QUESTIONNAIRE

Dear Respondent,

36
 I am Priya khatik , B.B.A. student of Guru Nanak girls college , udaipur. I
am doing a project work titled “Customer satisifaction towards Share Khan Ltd”. I kindly
request you to fill this questionnaire.

Name: _______________
1. Age:
(a) 20-30 (b) 31-40 (c) 41-50 (d) 50 and Above
2. Gender:
(a) Male (b) Female
3. Occupation:
(a) Self Employed (b) Private Employee (c) Govt. Employee (d) Student
4. Income per Annum
(a) 1 Lakh to 5 Lakhs (b) 5 Lakhs to 10 Lakhs
(c) 10 Lakhs to 15 Lakhs (d) 15 Lakhs & above
5. From where you come to know about share khan?
(a) Ad (b) internet (c) Friends (d) Word of mouth
6. Are you aware of the products offered by Sharekhan?
(a) Yes (b) No
7. What will be the market opportunities for Sharekhan in future?
(a) Excellent (b) Good (c) Better (d) Worse
8. By what feature Sharekhan different from competitor?
(a) Time Management (b) Better Service (c) Easy Accessibility
(d) Customer Satisfaction (e) All the above

9. On what basis do you trade?

(a) Market tips (b) newspaper (c) technical/fundamental analysis
(d) Others.

10. How do you feel about the services provided by Share khan?
(a) Highly Satisfied (b) Satisfied (c) Highly Dissatisfied
(d) Unsatisfied

11. How do you feel about the brokerage rate charged by Share khan?
(a) Very High (b) High (c) Moderate (d) Low

12. What is the maximum risk that you are ready to take?
(a) Up to 10% (b) 23% (c) 50% (d) above 50%

THANK YOU.

37
 BIBLIOGRAPHY

 Books:
 KOTHARI

RESEARCH METHODOLOGY

NEW DELHI, VIKAS PUBLISHING HOUSE PVT.LTD.2016

 VERMA.DR.B.L.

MARKETING MANAGEMENT

JAIPUR,AJMERA BOOK COMPANY.2015

38
Internet:

http://WWW.CAPITALINE.COM

http://WWW.SHAREKHAN LTD.COM

39