Study on Customer satisfaction towards the services Provided by India Infoline in pune

In partial fulfillment of the requirement for Post Graduate Diploma in Management (PGDM)

Submitted by

Under the supervision of:

Indira School of Business Studies Mumbai-pune old highway Tathawade, pune Maharashtra

Study on Customer satisfaction towards the services provided by India Infoline with special reference to Pune office

Certificate of Approval

Declaration

I do hereby declare that the project work entitled A study on Customer Satisfaction towards the service provided by India Infoline in Pune region submitted for the partial fulfillment for Post Graduate Diploma in Management (PGDM) of Indira School of Business Studies.

Acknowledgement

The satisfaction of the successful completion if of any task wouldnt be complete without the expression of gratitude to the people who made it possible.

I express my gratitude to Mr. NILESH DHORE (franchisee manager) India infoline Ltd. for his support and guide during the survey.

I am very thankful to Mr. ANITA KSHETRI, sip guide Indira School of Management, pune for the guidance and interest evinced throughout the preparation of this project.

I also extended my heartfelt gratitude and thanks to Dr. RENU BHARGAV, Director, Indira School of Business Studies.

I take this opportunity, also to express my love and sincere thanks to my family members and friends for their support and advice during various stage of work.

I also extend my gratitude to the respondents of my survey for their kind co-operation.

But last not least I thank God almighty for giving me the support for the completion of the Task.

EXECUTIVE SUMMARY

The title of the Project done at India Infoline Limited is A Study on customer satisfaction towards the services provided by India Infoline in pune region.

The main objective of the study was to study the satisfaction level of brokerage, to understand the satisfaction level of clients with India Infoline regarding tip, to understand the satisfaction level of clients with India Infoline regarding trade confirmation, to study the satisfaction level of flexibility provided by India Infoline, to understand the satisfaction level of clients with India Infoline regarding service provided by staff, to study the overall satisfaction level.

The type of research was exploratory research. The sampling used in this method is convenience sampling method. The sources of the data for the study were primary and secondary data. The questionnaire was prepared and administrated to collect and relevant primary data .the data collection method was based on questionnaire.

The findings are there is a low positive correlation between brokerage and overall satisfaction between tips and overall satisfaction and between flexibility and overall satisfaction.

There is a moderate positive correlation between consumer support service and overall satisfaction, speed of service and overall satisfaction between clarity of information and overall satisfaction.

TABLE OF CONTENTS

CHAPTER I INTRODUCTION

Chapter 1 Introduction

1. Introduction

Theoretical prospective Industry profile Company profile Strategies of marketing

INTRODUCTION

Customer satisfaction is a measure of how products and services supplied by a company can meet the customers expectations. Customer satisfaction is still one of the single strongest predictors of customer retention. Its considerably more expensive to attract new customer than it is to keep old ones happy. In a climate of decreasing brands loyalties, understanding customer service and measuring customer satisfaction very crucial. There is obviously a strong link between customer satisfaction and customer retention. Customers perception of service and quality product will determine the success of the product or service in the market. With better understanding of customers perceptions, companies can determine the actions required to meet the customers need. They can identify their own strengths and weakness, where they stand in comparison to their competitors, chart out path future progress and improvement. Customer satisfaction measurement helps to promote an increased focus on

customer outcomes and stimulate improvements in the work practices and processes used within the company. Customer expectations are the customer-defined attributes of your product or service you must meet or exceed to achieve customer satisfaction. There are many reasons why customer expectations are likely to change over time. Process improvements, advent of new technology, changes in customers priorities, improved quality of service provided by competitors are just a few examples.

INDUSTRY PROFILE

INDUSTRY PROFILE

The Indian broking industry is one of the oldest trading industries that have been around even before the establishment of the BSE in 1875. Despite passing through number of changes in the post liberalization period, the industry has found its way onwards sustainable growth. With the purpose of gaining a deeper understanding about the role of the Indian stock broking industry in the countrys economy, we present in this section some of the industry insights gleaned from analysis of data received through primary research. For the broking industry, we started with an initial database of over 1,800 broking firms that were contacted, from which 464 responses were received. The list was further short listed based on the number of terminals and the top 210 were selected for profiling. 394 responses, that provided more than 85% of the information sought have been included for this analysis presented here as insights. All the data for the study was collected through responses received directly from the broking firms. The insights have been arrived at through an analysis on

various parameters, pertinent to the equity broking industry, such as region, terminal, market, branches, sub brokers, products and growth areas. Some key characteristics of the sample 394 firms are: On the basis of geographical concentration, the West region has the maximum representation of 52%. Around 24% firms are located in the North, 13% in the South and 10% in the East 3% firms started broking operations before 1950, 65% between 1950-1995 and 32% post 1995. On the basis of terminals, 40% are located at Mumbai, 12% in Delhi, 8% in Ahmedabad, 7% in Kolkata, 4% in Chennai and 29% are from other cities

From this study, we find that almost 36% firms trade in cash and derivatives and 27% are into cash markets alone. Around 20% trade in cash, derivatives and commodities

In the cash market, around 34% firms trade at NSE, 14% at BSE and 52% trade at both exchanges. In the derivative segment, 48% trade at NSE, 7% at BSE and 45% at both, whereas in the debt market, 31% trade at NSE, 26% at BSE and 43% at both exchanges

Majority of branches are located in the North, i.e. around 40%. West has 31%, 24% are located in South and 5% in East In terms of sub-brokers, around 55% are located in the South, 29% in West, 11% in North and 4% in East Trading, IPOs and Mutual Funds are the top three products offered with 90% firms offering trading, 67% IPOs and 53% firms offering mutual fund transactions In terms of various areas of growth, 84% firms have expressed interest in expanding their institutional clients, 66% firms intend to increase FII clients and 43% are interested in setting up JV in India and abroad

In terms of IT penetration, 62% firms have provided their website and around 94% firms have email facility

A BRIEF HISTORY

India infoline was originally incorporated by on October 18, 1995 as probity Research and Services Private limited at Mumbai under the companies Act, 1956 with registration no. 11 93797. India Infoline commenced operations as an independent provider of information, analysis and research covering Indian businesses, financial markets and Economy, to institutional customers. India Infoline became a public limited company on April 28, 2000 and later to India Infoline Limited on March 23, 2001.

In 1999, India Infoline.com identified the potential of the internet to cater to a mass retai segment and transformed our business model from providing information services to institutional customers to retail customers. Hence India infoline launched internet portal,

www.indiainfoline.com in May 1999 and started providing news and market information, independent research, interviews with business leaders and specialized features.

In May 2000, the name of India Infoline was changed to Indiainfoline.com Limited to reflect the transformation of our business. Over a period of time, Indiainfoline.com has emerged as one of the leading business and financial information service provider in India. In the year 2000, India Infoline leveraged its position as a provider of financial information and analysis by diversifying into transactional services, primarily for online trading in shares and securities and online as well as offline distribution of personal financial products, like mutual funds and RBI Bonds. These activities were carried on by our wholly owned subsidiaries. India Infoline broking services was launched under the brand name of 5paisa.com through our subsidiary, India Infoline Securities Private Limited and www.5paisa.com, the ebroking portal, was launched for online trading in July 2000. It combined competitive brokerage rates and research, supported by Internet technology besides investment advice from an experienced team of research analysts, India Infoline also offer real time stock quotes, market news and price charts with multiple tools for technical analysis.

Facilities
India Infolines main offices are located in approximately 4,000 square feet of office space located in Mumbai, India. India Infoline Branches collectively occupy an additional 10,000 square feet of office space located throughout India, As on March 31, 2005, India Infoline has 73 branches across 36 locations in India.

Terminals

Almost 52% of the terminals in the sample are based in the Western region of India, followed by 25% in the North, 13% in the South and 10% in the East. Mumbai has got the maximum representation from the West, Chennai from the South, New Delhi from the North and Kolkata from the East.

REVIEW OF LITERATURE

Literature Review

In this 21st century the digital revolution has transformed the economy in to a new economy which empowered the customer with new set of capabilities such as; 1.Access to greater amount of information, 2.Wider variety of available good and services 3.Greater ease of interacting with the service provider. This new capability in the new economy led the customer to market the marketing and plays a very vital role in the growth of the market. It is essential in the service industry in particular, place greater emphasis on the enablers leading to customer satisfaction and customer

retention. It is in this context is very important to understand the customer requirements to provide value-(QSP - Quality, Service and Price) and track and manage the customer satisfaction for retention and creation of new customers. In Service industry it is not enough if the product meets the functional requirements of the customer, it should also meet certain other customer expectations like the behaviors/attitude of the person who provides service. The customer satisfaction is the combination of both technical features & human behavioural aspects. The quality management only addresses the systems and processes; service addresses the customer service independently. In todays new economy, it is essential to address the enablers for customer satisfaction for business growth with utmost importance as they are interdependent in nature.

Customer satisfaction Customer satisfaction can be represented as follows. Customer satisfaction=Performance Features + Behavioural Features + Price. Performance features address the issues on Conformance to the standards and Variability and the behavioural aspects of service provider deals with the following components of service which is a major enabler for the growth of the business as indicated in the research publications. If customer experience matches customer expectations, leads to customer satisfaction and if customer experience doesnt match Customer Expectation, leads to Customer dissatisfaction. On similar lines if it exceeds expectation leads to Customer Delight.

The title of Article is Does customer satisfaction lead to profitability? Author(s): Timothy L. Keiningham, Tiffany Perkins-Munn, Lerzan Aksoy. Publisher: Emerald Group Publishing Limited

Purpose Many researchers have proposed a virtuous chain of effects from improved customer satisfaction to profits. In particular, satisfaction is thought to improve share-of-spending, which in turn leads to higher customer revenue and customer profitability. This paper aims to examine these proposed linkages using data from the institutional securities industry.

OBJECTIVES

1. To study the satisfaction level of brokerage. 2. To understand the satisfaction level of clients with India Infoline regarding tips.

3. To understand the satisfaction level of clients with India Infoline regarding trade confirmation. 4. To study the satisfaction level of flexibility provided by India Infoline. 5. To understand the satisfaction level of clients with India Infoline regarding service provided by staff. 6. To study the overall satisfaction level.

RESEARCH METHODOLOGY

Type of Research Exploratory Research.

The research design is usually conducted during the initial stage of the research process. The preliminary activities undertaken to refine the problem into a researchable one need not be formal or precise. The purpose of the exploratory research process is to progressively narrow the scope of the research topic and to transform discovered problems into defined ones, incorporating specific research objectives.

Sample design Sampling design The sampling method adopted for research work was Convenience
sampling method.

Sample size - The sample selected was 300. The data collection method was based on the
following:

Sampling Unit Professional Variables of the Study

Dependent Variable Overall satisfaction Independent Variable Brokerage, Tips, Trade confirmation, Flexibility, Customer support, Speed of service, Clarity of information, Time taken to respond to telephone enquiries, staff treating as a valuable customer.

Method of Data collection

The sources of the data for the study were primary data. The questionnaire was prepared and administered to collect the relevant primary data. The data collection method was based on Questionnaire and Observation.

Method of analysis of data

Data collected through questionnaires is analyzed using techniques and association test. It is done through correlation analysis, chi square test, Skewness, Kurtosis.

Correlation refers to the relationship between two or more variables. Here we can find out independent variables like Brokerage, Tips, Trade confirmation, Flexibility, Customer support, Speed of service, Clarity of information, Time taken to respond to telephone enquiries, staff treating as a valuable customer and dependent variable is overall satisfaction.

Skewness denotes the symmetry of distribution. Skewness may be either positive or negative. When mean = median = mode that represents symmetry of distribution. When the Skewness value is zero, it also represents symmetry of distribution.

Kurtosis indicates whether the distribution is more flat of or more peaked then the normal distribution. A measure of kurtosis is there for a measure of peakedness. When the value of kurtosis is 3, we can apply z test, t test and any other test.

As a non-parametric test chi square is used for 1. Testing the goodness of fit between observed and accepted frequency. 2. Testing the independent of two attributes.

DATA ANALYSIS, RESULTS AND INTERPRETATION

1. Correlation between Customer Satisfaction and Brokerage

Overall Satisfaction Overall Satisfaction Pearson Correlation 1 Brokerage .401(**)

. Sig. (2-tailed)

.000

300 N Brokerage Pearson Correlation .401(**)

300 1

.000 Sig. (2-tailed)

300 N ** Correlation is significant at the 0.01 level (2-tailed).

300

INFERENCE: - The above table shows a moderate positive correlation between customer satisfaction and brokerage. (.401) and also have level of significance less than .05 Goodness of fit test- goodness of fit of the above test can do with a nonparametric test chi square because the distribution is not normal distribution. Statistics
Overall satisfaction Skewness Std Error of Skewness Kurtosis Std Error of Kurtosis -.919 .141 -.149 .281 Brokerage -1.077 .141 .005 .281

Here, we can see that maximum number of clients i.e., 186 clients are satisfied with the service provided by India Infoline regarding brokerage charged, while in the otherhand only 26 clients are dissatisfied with the brokerage charged. Test Statistics
Overall Satisfaction ChiSquare(a,b) Df Asymp. Sig. 296.367 4 .000 Brokerage 130.160 2 .000

A 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 60.0. B 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 100.0.

According to the above table calculated chi square value is greater than table value and significant at less than .05 so we no accept the null hypothesis hence we accept the alternate hypothesis.

2. Correlation between Customer Satisfaction and Tips

Overall Satisfaction Overall Satisfaction Pearson Correlation 1 .

Tips .456(**) .000

Sig. (2-tailed)

300 N Tips Pearson Correlation .456(**)

300 1

.000 Sig. (2-tailed)

300 N ** Correlation is significant at the 0.01 level (2-tailed).

300

INFERENCE: - The above table shows a moderate positive correlation between customer satisfaction and tips. (.456) and also have level of significance less than .05 Goodness of fit test- goodness of fit of the above test can do with a nonparametric test chi square because the distribution is not normal distribution Statistics
Overall satisfaction Skewness Std Error of Skewness Kurtosis Std Error of Kurtosis -.919 .141 -.149 .281 -.162 .141 .977 .281 Tips

Here, we can see that maximum number of clients i.e., 113 clients are neither satisfied nor dissatisfied with the service provided by India Infoline regarding tips (Intraday, Delivery, Investment), while in the otherhand we can see that 94 clients are satisfied with the service provided, and 86 clients are dissatisfied with the service provided.
Test Statistics Overall Satisfaction Chi-Square(a) Df Asymp. Sig. 296.367 4 .000

Tips 183.967 4 .000

a 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 60.0.

According to the above table calculated chi square value is greater than table value and significant at less than .05 so we no accept the null hypothesis hence we accept the alternate hypothesis.

3. Correlation between Customer Satisfaction and Trade confirmation

Overall Satisfaction Overall Satisfaction Pearson Correlation 1 Trade Confirmation .551(**)

. Sig. (2-tailed) 300

.000

300

N Trade Confirmation Pearson Correlation .551(**) 1

.000 Sig. (2-tailed)

300 N ** Correlation is significant at the 0.01 level (2-tailed).

300

INFERENCE: - The above table shows a moderate positive correlation between customer satisfaction and trade confirmation. (.551) and also have level of significance less than .05 Goodness of fit test- goodness of fit of the above test can do with a nonparametric test chi square because the distribution is not normal distribution. Statistics
Overall satisfaction
Skewness Std Error of Skewness Kurtosis Std Error of Kurtosis -.919 .141 -.149 .281

Trade confirmation
-.875 .141 .222 .281

Here, we can see that maximum number of clients i.e., 61% of the clients are satisfied with the service provided by India Infoline regarding trade confirmation, while in the otherhand we can see that 14% of the clients are dissatisfied with the service provided.
Test Statistics Overall Satisfaction ChiSquare(a,b) Df Asymp. Sig. 296.367 4 .000 Trade Confirmation 236.133 3 .000

a 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 60.0. b 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 75.0.

According to the above table calculated chi square value is greater than table value and significant at less than .05 so we no accept the null hypothesis hence we accept the alternate hypothesis.

4. Correlation between Customer Satisfaction and Flexibility

Overall Satisfaction Overall Satisfaction Pearson Correlation 1 Flexibility .541(**)

. Sig. (2-tailed)

.000

300 N Flexibility Pearson Correlation .541(**)

300 1

.000 Sig. (2-tailed)

300 N

300

** Correlation is significant at the 0.01 level (2-tailed).

INFERENCE: - The above table shows a moderate positive correlation between customer satisfaction and flexibility. (.541) and also have level of significance less than .05 Goodness of fit test- goodness of fit of the above test can do with a nonparametric test chi square because the distribution is not normal distribution.

Statistics
Overall satisfaction Skewness Std Error of Skewness Kurtosis Std Error of Kurtosis -.919 .141 -.149 .281 -.776 .141 .419 .281 Flexibility

Here, we can see that maximum number of clients i.e., 52% of the clients are satisfied with the service provided by India Infoline regarding flexibility, while in the otherhand we can see that 16% of the clients are dissatisfied by the service provided.
Test Statistics Overall Satisfaction Chi-Square(a) Df Asymp. Sig. 296.367 4 .000

Flexibility 286.700 4 .000

a 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 60.0.

According to the above table calculated chi square value is greater than table value and significant at less than .05 so we no accept the null hypothesis hence we accept the alternate hypothesis.

5. Correlation between Customer Satisfaction and Customer support

Overall Satisfaction Overall Satisfaction Pearson Correlation 1 Customer Support .692(**)

. Sig. (2-tailed)

.000

300 N

300

Customer Support

Pearson Correlation

.692(**)

.000 Sig. (2-tailed)

300 N

300

** Correlation is significant at the 0.01 level (2-tailed).

INFERENCE: - The above table shows a moderate positive correlation between customer satisfaction and Customer support. (.692) and also have level of significance less than .05 Goodness of fit test- goodness of fit of the above test can do with a nonparametric test chi square because the distribution is not normal distribution. Statistics
Overall satisfaction Skewness Std Error of Skewness Kurtosis Std Error of Kurtosis -.919 .141 -.149 .281 Customer support -.894 .141 .075 .281

Here, we can see that maximum number of clients i.e., 53% of the clients are satisfied with the service provided by India Infoline regarding customer support, while in the otherhand we can see that 16% of the clients are dissatisfied with the service provided.
Test Statistics

Overall Satisfaction Chi-Square(a) Df Asymp. Sig. 296.367 4 .000

Customer Support 266.767 4 .000

a 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 60.0.

According to the above table calculated chi square value is greater than table value and significant at less than .05 so we no accept the null hypothesis hence we accept the alternate hypothesis.

6. Correlation between Customer Satisfaction and Speed of service

Overall Satisfaction Overall Satisfaction Pearson Correlation 1 Speed of Service .893(**)

. Sig. (2-tailed)

.000

300 N Speed of Service Pearson Correlation .893(**) .000 Sig. (2-tailed)

300 1 .

300 N ** Correlation is significant at the 0.01 level (2-tailed).

300

INFERENCE: - The above table shows a moderate positive correlation between customer satisfaction and speed of service. (.893) and also have level of significance less than .05 Goodness of fit test- goodness of fit of the above test can do with a nonparametric test chi square because the distribution is not normal distribution. Statistics
Overall satisfaction Skewness Std Error of Skewness Kurtosis Std Error of Kurtosis -.919 .141 -.149 .281 Speed of service -.723 .141 .512 .281

Here, we can see that maximum number of clients i.e., 51% of the clients are satisfied with the service provided by India Infoline regarding speed of service, while in the otherhand we can see that 20% of the clients are dissatisfied with the service provided.
Test Statistics Overall Satisfaction Chi-Square(a) df Asymp. Sig. 296.367 4 .000 Speed of Service 239.367 4 .000

a 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 60.0.

According to the above table calculated chi square value is greater than table value and significant at less than .05 so we no accept the null hypothesis hence we accept the alternate hypothesis.

7. Correlation information

between

Customer

Satisfaction

and

clarity

of

Overall Satisfaction Overall Satisfaction Pearson Correlation 1

Clarity of information .694(**)

. Sig. (2-tailed)

.000

300 N Clarity of information Pearson Correlation .694(**)

300 1

.000 Sig. (2-tailed)

300 N ** Correlation is significant at the 0.01 level (2-tailed)

300

INFERENCE: - The above table shows a moderate positive correlation between customer satisfaction and clarity of information. (.694) and also have level of significance less than .05 Goodness of fit test- goodness of fit of the above test can do with a nonparametric test chi square because the distribution is not normal distribution. Statistics
Overall satisfaction Skewness Std Error of Skewness Kurtosis Std Error of Kurtosis -.919 .141 -.149 .281 Clarity of information -.469 .141 .627 .281

Here, we can see that maximum number of clients i.e., 125 clients are satisfied with the service provided by India Infoline regarding clearity of information, while in the othernhand we can see that 64 clients are dissatisfied with the service provided.
Test Statistics Overall Satisfaction Chi-Square(a) df Asymp. Sig. 296.367 4 .000 Clarity of information 187.267 4 .000

a 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 60.0.

According to the above table calculated chi square value is greater than table value and significant at less than .05 so we no accept the null hypothesis hence we accept the alternate hypothesis.

8. Correlation between Customer Satisfaction and time taken to respond to telephone enquiries
Time taken to respond to telephone enquiries 1 .562(**)

Overall Satisfaction Overall Satisfaction Pearson Correlation

. Sig. (2-tailed)

.000

300 N Time taken to respond to Pearson Correlation .562(**)

300 1

telephone enquiries .000 Sig. (2-tailed) .

300 N ** Correlation is significant at the 0.01 level (2-tailed).

300

INFERENCE: - The above table shows a moderate positive correlation between customer satisfaction and time taken to respond to telephone enquiries. (.562) and also have level of significance less than .05 Goodness of fit test- goodness of fit of the above test can do with a nonparametric test chi square because the distribution is not normal distribution. Statistics
Overall satisfaction Time taken to respond to telephone enquiries

Skewness Std Error of Skewness Kurtosis Std Error of Kurtosis

-.919 .141 -.149 .281

-.653 .141 .423 .281

Here, we can see that maximum number of clients i.e., 153 clients are satisfied with the service provided by India Infoline regarding respond to telephone, while in the otherhand only 49 clients are dissatisfied with the service provided.
Test Statistics

Overall Satisfaction Chi-Square(a) df Asymp. Sig. 296.367 4 .000

Time taken to respond to telephone enquiries 262.933 4 .000

a 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 60.0.

According to the above table calculated chi square value is greater than table value and significant at less than .05 so we no accept the null hypothesis hence we accept the alternate hypothesis.

9. Correlation between Customer Satisfaction and staff treating as a valuable customer

Overall Satisfaction Overall Satisfaction Pearson Correlation 1 Staff Treating as a valuable customer .608(**)

. Sig. (2-tailed)

.000

300 N Staff Treating as a valuable customer Pearson Correlation .608(**)

300 1

.000 Sig. (2-tailed) 300

300

N ** Correlation is significant at the 0.01 level (2-tailed).

INFERENCE: - The above table shows a moderate positive correlation between customer satisfaction and staff treating as a valuable customer. (.608) and also have level of significance less than .05 Goodness of fit test- goodness of fit of the above test can do with a nonparametric test chi square because the distribution is not normal distribution. Statistics
Overall satisfaction Skewness Std Error of Skewness Kurtosis Std Error of Kurtosis -.919 .141 -.149 .281 Staff treating as a valuable customer -.769 .141 .149 .281

Here, we can see that maximum number of clients i.e., 162 clients are satisfied with the service provided by the staff (as a valuable customer) by India Infoline, while in the otherhand we can see that 46 clients are dissatisfied with the service provided by the staff people.
Test Statistics

Overall Satisfaction Chi-Square(a) df Asymp. Sig. 296.367 4 .000

Staff Treating as a valuable customer 308.667 4 .000

a 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 60.0.

According to the above table calculated chi square value is greater than table value and significant at less than .05 so we no accept the null hypothesis hence we accept the alternate hypothesis.

% clients according to gender group:

Male 245

Female 55

Out of the total clients visited i.e., 82% belongs to male category and 18% belongs to female category.

% Clients with different age group:

20-30 117

31-40 181

ABOVE 40 2

Out of the total clients visited, majority i.e., 60% belongs to 31 years to 40 years age group, followed by 20 years to 30 years age group which comprises of 39% of the clients visited, and the leftover clients i.e., 1% (the least %) belongs to above 40 years age group.

% Clients with different occupation:

Professional 220

Businessman 62

Retired 0

Student 4

others 14

Out of the total clients, majority i.e., 73% are professional. Followed by businessman, which comprises of 21%? 1% are students, 4% belongs to other category (like housewife, etc.), and retired is 0 i.e., nil.

% Customer connected to India Infoline as:

Demate a/c holder 300

Commodities a/c holder 0

Mutual fund customer 0

Insurance 0

Here we can see that all the clients visited, (100%) are connected to India Infoline as a Demat A/c holder, rather than giving any weightage to other financial products (like Commodities A/C, Mutual fund, Insurance).

% Customer connected to India Infoline since:

Less then 6 months 26

6 months - 1 Year 60

1-2 year 187

More then 2 year 27

The maximum number of clients i.e., 62% of the total clients are connected to India Infoline since 1-2 years, followed by 20% connected since 6 months to 1 year and the least 9% in more than 2 years as well as less than 6 months.

% Customer gathering information/ awareness about trading from different sources:

TV 58

Newspaper 15

Friend 43

Financial Advisor 37

Others 147

Out of the total clients, majority i.e., 49% of clients gather information about trading from the sources like mail, some web-sites (moneycontrol.com, bloomberg, dnaindia.com),etc. Followed by 19% which gather information from television,15% from friends, 12% from financial advisor, and the rest 5% from newspaper.

Main objectives of investment in Equities and Mutual funds of % customer:

Risk 0

Return 263

Tax Benefit 0

Capital Appreciation 18

Safety 0

Liquidit y 19

Other 0

Maximum customers invest in Equities and Mutual funds for getting a good return, which is obvious from the chart shown above.Here, we can see that mojority of the clients visited i.e., 88% invest in equities for good return.6% for liquidity and rest 6% for capital appreciation.

Number of clients giving more weightage to the tips coming from:

Relationship manager 66

TV 49

India Infoline TT Advance tips 152

Others 33

Out of the total number of clients visited, maximum i.e., 51% give more weightage to the tips coming from India Infoline TT Advance tips. 22% of the client goes with the tips coming from

Relationship Manager, 16% goes with the tips coming from television, and rest 11% goes with the tips coming from some other sources.

FINDINDS, SUGGESTION AND CONCLUSION

Findings & Conclusion

Findings Conclusion

FINDINGS

There is low positive correlation between brokerage and overall satisfaction.

There is low positive correlation between tips and overall satisfaction.

There is a moderate positive correlation between customer support service and overall

satisfaction.

There is low positive correlation between flexibility and overall satisfaction.

There is a moderate positive correlation between speed of service and overall satisfaction.

There is a moderate positive correlation between Clarity of information and overall satisfaction.

CONCLUSION

The company should come up with innovative ways of service at their door steps this may be a costly affair but will surely give positive results in the long run.

The company should take the initiative of training the advisors about the trading from time to time which also makes the advisors connected to the company.

The company should focus on the advertising strategy and also the marketing of the product.

LIMITATIONS OF THE STUDY

As the data will be collected through questionnaire, there are chances of biased information provided by the respondent.

Heterogeneity among the respondents.

Inability to respond to the questionnaire due to lack of time.

The study is confined to the existing customers of INDIA INFOLINE LTD only.

RECOMMADATIONS

The suggestion is the Small investors prefer most economical fee on trading and prefers negotiations therefore the company should offer services and fee structure keeping in mind such customers if they add significantly to bottom line.

Lack of communication and advisories happen when relationship manager moves out of

the organization and this has to be checked so that the customer doesnt migrate to other brokerage companies.

LIST OF TABLES