INTRODUCTION

This project has been a great learning experience for me; at the same time it gave

me enough scope to implement my analytical ability. This project as a whole can

be divided into two parts:

The first part gives an insight about the share market and its various aspects. It

is purely based on whatever I learned at Sharekhan. One can have a brief

knowledge about share market and all its basics through the project. Other than

that the real servings come when one moves ahead. Some of the most interesting questions

regarding share market have been covered. Some of them are: why has it become one of the

largest financial intermediaries? How investors do chose between shares? Most

popular stocks among investors, most lucrative sectors for investors, a special

report on investing in shares, does fund performance persists and the topping of

all the servings in the form of portfolio analysis tool and its applications.

All the topics have been covered in a very systematic way. The language has been kept simple

so that even a layman could understand. All the data have been well analyzed with the help of

charts and graphs. The second part consists of data and their analysis, collected

through a survey done on20 people. It covers the topic ‘CUSTOMER

SATISFACTION TOWARDS SHAREKHAN LIMITED’. The data collected has

been well organized and presented. Hope the research findings and conclusions will

be of use. It has also covered why people don’t want to go for financial advisors? The

advisors can take further steps to approach more and more people and indulge

them for taking their advices.

The main aim of any company is to increase and manage the customer

satisfaction level. For that, the company tries to provide better services than

others.

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It is important to manage the Customer Satisfaction, as it is influences long term

profitability of the firm. Customer Satisfaction has become the goal of the

organization because if customers are Satisfied than exponential revenue stream

will follow and profitability will increase. Hence on this basis, project is made on

the Customer Satisfaction towards Sharekhan Limited.

As a researcher, during this training period theoretical aspects are correlated into

practical ones. The purpose of this project is to know the level of Customer

Satisfaction, needs and problems of customers and their solutions.

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ABOUT SHAREKHAN LTD

SHAREKHAN is one of the leading retail brokerage arm ofMumbai-based

SSKI(SHANTILAL, SHEWANTILAL, KANTILAL AND ISHWARNATH)

Group which was running sucessfully since 1922 in the country. 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.

The firm’s online trading and investment site - www.Sharekhan.com - was

launched on Feb 8, 2000. The site gives access to superior content and

transaction facility to retail customers across the country. Known for its jargon-

free, investor friendly language and high quality research, the site has a registered

base of over one lakh customers. The number of trading members currently

stands at over 3 Lacs. Sharekhan alone accounts for 32 per cent of the volumes

traded online. The objective has been to let customers makeinformed

decisionsand to simplify the process of investing in stocks.

On April 17, 2002Sharekhan launched Speed Trade, a net-based executable

application that emulates the broker terminals along with host of other

information relevant to the Day Traders. This was for the first time that a net-

based trading station of this caliber was offered to the traders. In the last six

months SpeedTrade has become a de facto standard for the Day Trading

community over the net.

Sharekhan’s ground network includes over 588 centres in 148 cities in India.

The Morakhiya family holds a majority stake in the company. HSBC, Intel &

Carlyle are the other investors.

With a legacy of more than 80 years in the stock markets, the SSKI group

ventured into institutional broking and corporate finance 18 years ago. Presently

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SSKI is one of the leading players in institutional broking and corporate finance

activities. SSKI holds a sizeable portion of the market in each of these segments.

SSKI’s institutional broking arm accounts for 7% of the market for Foreign

Institutional portfolio investment and 5% of all Domestic Institutional portfolio

investment in the country. It has 60 institutional clients spread over India, Far

East, UK and US. Foreign Institutional Investors generate about 65% of the

organization’s revenue, with a daily turnover of over US$ 2 million. The

Corporate Finance section has a list of very

prestigious clients and has many ‘firsts’ to its credit, in terms of the size of deal,

sector tapped etc. The group has placed over US$ 1 billion in private equity deals.

Some of the clients include BPL Cellular Holding, Gujarat Pipavav, Essar,

Hutchison, Planetasia, and Shopper’s Stop.

VISION :

To be the top most company for providing investment advisory and

financial planning services in India.

To be a leading investment intermediary for transaction through both online

and offline medium.

MISSION :

To educate and empower the individual investor to make better investment

decisions through quality advice and superior service.

1. Educate and empower

a) Research backed advice, which is easy to understand, retail specific and

discipline

b) Total equity solutions for the entire investment process

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c) Relationship Management

2. Superior service

a) Integrity

b) Transparency

c) Professionalism

d) Information - product, news, operation

e) Hassle free trading

PRODUCTS OFFERED BY SHAREKHAN

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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 institutuonal-level

research and broking services to individual invcestors.

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 :

Sharekhan provides ADVICE, EDUCATION, TOOLS AND EXECUTION

servies for investors. These services are accessible through our centres 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,

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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 researchs. 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.

BENEFITS :

1. Free Depository A/c

2. Secure Order by Voice Tool Dial-n-Trade.

3. Automated Portfolio to keep track of the value of your actual purchases.

4. 24x7 Voice Tool acess to your trading account.

5. Personalised Price and Account Alerts delivered instantly to your Cell

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Phone & E-mail address.

6. Special Personal Inbox for order and trade confirmations.

7. On-line Customer Service via Web Chat.

8. Anytime Ordering.

SHAREKHAN OFFERS YOU THE FOLLOWING :

CLASSIC ACCOUNT

This is an User Friendly Product which allows the client to trade through website

www.Sharekhan.com and is suitable for the retail investor who is risk-averse

and hence prefers to invest in stocks or who do not trade too frequently.

FEATURES

a) Online trading account for investing in Equity and Derivatives via

www.Sharekhan.com

b) Live Terminal and Single terminal for NSE Cash, NSE F&O & BSE.

c) Integration of On-line trading, Saving Bank and Demat Account.

d) Instant cash transfer facility against purchase & sale of shares.

e) Competitive transaction charges.

f) Instant order and trade confirmation by E-mail.

g) Streaming Quotes (Cash & Derivatives).

h) Personlized market watch.

i) Single screen interface for Cash and derivatives and more.

j) Provision to enter price trigger and view the same online in market watch.

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SPEED TRADE ACCOUNT

This is an internet-based software application, that enables you to buy and sell

in an instant.It is ideal for active traders and jobbers who transact frequently

during day’s session to capitalise on intra-day price movement.

FEATURES

a) Instant order Execution and Confirmation.

b) Single screen trading terminal for NSE Cash, NSE F&O & BSE.

c) Real-time streaming quotes, tic-by-tic charts.

d) Market summary (Cost traded scrip, highest calue etc.)

e) Hot keys similar to broakers terminal.

f) Alerts and reminders.

g) Back-up facility to place trades on Direct Phone lines.

TRADE TIGER

Trade Tiger is a next generation online trading product that brings the power of

broker's terminal to customer PC. It is session to capitalize on intraday price

movement. Trade tiger is an internet-based application available on a CD, which

provides everything which trader needs on one screen.

FEATURES

a) A single platform for multiple exchange BSE & NSE (Cash & F&O),

MCX, NCDEX, Mutual Funds, IPOs.

b) Multiple Charts with tick by tick Intraday and at End of Day Charting

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powered with various studies.

c) Instant order Execution and Confirmation.

d) User can save his own defined screen as well as graph ternplate, that is,

saving the layout for future use.

e) User defined alert settings on input Stock Price trigger.

DIAL-N-TRADE

Along with enabling access for your trade online, the CLASSIC and TRADE-

TIGER ACCOUNT also gives you our Dial-ntrade serives. With this service, all

you have to do is dial our dedicated phone lines 1-800-22-7500, 3970-7500.

AWARDS AND ACHIEVEMENTS

Rated among the top 20 wired companies along with Reliance, HUJI,

Infosys etc. by "BUSINESS TODAY" January 2004 edition.

Awarded "Top Domestic Brokerage House" four times by Euro Money and

Asai Money.

Pioneers of online trading n India amongst the top 3 online trading websites

from India. Most preferred financial destination among online broking

customers.

India's most preffered brokers within 5 years "Awaaz Customers Award

2005"

The team has completed over US $5 billion worth of deals in last 5 years -

making it amongst the most significant players raising equity in the indian

market.

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OBJECTIVES OF THE STUDY

The various underlying objectives of the study “CUSTOMER SATISFACTION

TOWARDS SHAREKHAN LTD.” are as follows:

To gauge the satisfaction level of Share khan’s customers.

To identify the reasons behind dissatisfaction of the customer.

To find out that the timely updates were provided to the customers or not.

To check sales executives' behavior with the customers.

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REVIEW OF LITERATURE

CUSTOMER SATISFACTION

Whether the buyer is satisfied after purchase depends on the offer's performance in

relation to the buyer expectations. Customer satisfaction is a customer's feelings of

pleasure or disappointment resulting from comparing of product's perceived performance

in relation to his or her expectations. If the performance falls short of expectations, the

customer is dissatisfied. If the performance matches the expectations, the customer is

satisfied. If the performance exceeds expectations, the customer is highly satisfied or

delighted. Customer satisfaction levels can be measured using survey techniques and

questionnaires.

DEFINITIONS

Definition 1:

Customer satisfaction is equivalent to making sure that product and service performance

meets customer expectations.

Definition 2:

Customer satisfaction is the perception of the customer that the outcome of a business

transaction is equal to or greater than his/her expectation.

Definition 3:

Customer satisfaction occurs when acquisition of products and/or services provides a

minimum negative departure from expectations when compared with other acquisitions.

Gaining high levels of customer satisfaction is very important to a business because

satisfaction customers are most likely to be loyal and to make repeat orders and to use a

wide range of services offered by a business There are many factors which lead in high

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levels of customer satisfaction including. Products andservices which are customer

focused and hence provide high levels of value for money.

What is clear about customer satisfaction is that customers are most likely to appreciate

the goods and services that they buy if they are made to feel special. This occurs when

they feel that the products and services that they buy have been specially produced for

them or for people like them.

BENEFITS OF CUSTOMER SATISFACTION

The importance of customer satisfaction and support is increasingly becoming a vital

business issue as organization realize the benefits of Customer Relationship

Management (CRM) for providing effective customer service. Professionals working

within customer-focused business or those running call centers or help desks, need to

keep informed about the latest customer satisfaction techniques for running a valuable

customer service function. From small customer service departments to large call centers,

the importance of developing a valued relationship with customers using CRM is

essential to support customer and long-term business growth.

What Do Customers Want?

Before we begin to create tools to measure the level of satisfaction, it is important

to develop a clear understanding of what exactly the customer wants. We need

to know what our customers expect from the products and services we

provide. Customer expectations have two types –

1. Expressed

2. Implied

Expressed:

Customer Expectations are those requirements that are written down n the

contract and agreed upon by both the parties for example, product specifications

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and delivery requirements. Supplier’s performance against these requirements is

most of the items directly measurable.

Implied:

Customer Expectations are not written or spoken but are the ones the customer

would ‘expect’ the supplier to meet nevertheless. For example, a customer

would expect the service representative who calls on him to be knowledgeable

and competent to solve a problem on the spot. There are many reasons why

customer expectations are likely to change overtime. Process

improvements, advent of new technology, changes in customer’s

priorities, improved quality of service provided by competitors are just a

few examples.

The customer is always right. Supplier’s job is to provide the customer what

he/she wants, when he/she wants it.

Cus t omer satisfaction is customer’s perception that a supplier has met or

exceeded their expectations.

WHAT CONSTITUTES SATISFACTION?

We cannot create customer satisfaction just by meeting customer’s requirements

fully because these have to be met in any case. However falling short is certain to

create dissatisfaction

Major Attributes of customer satisfaction can be summarized as: 

1. Product quality

2. Premium Outflow

3. Return on Investment

4. Services

5. Responsiveness and ability to resolve complaints and reject reports.

6. Overall communication, accessibility and attitude.

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WHAT ARE THE TOOLS?

Customer expectations can be identified using various methods such as:

1. Periodic contract reviews

2. Market research

3. Telephonic interviews

4. Personal visits

5. Informal discussions

6. Satisfaction surveys

Depending upon the customer base and available resources, we can choose a

method that is most effective in measuring the customer’s perceptions. The

purpose of the exercise is to identify priorities for improvements. We must

develop a method or combination of methodsthat helps to continually improve

service.

CUSTOMER SATISFACTION SURVEYS

Formal survey has emerged as by far the best method of periodically the

customer satisfaction. The surveys are not marketing tools but

information gaining tool. Enough homework needs to be done before embarking

on the actual survey. This includes:

Defining Objectives of the Survey

1. Design Survey approach

2. Develop questionnaires and forms

3. Administer Survey (Email, Telephone or Post)

4. Method of compiling data and analyzing the findings

5. Format of the report to present the findings

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There is no point in asking irrelevant questions on a customer satisfaction

questionnaire. The basic purpose is to find out what we are doing right or

wrong. Where is the scope for improvement, where do we stand vis-à-vis other

suppliers. How we can serve the customer better?

A customer satisfaction measurement survey should at least

identify the following objectives:

1. Importance to customers (Customers priorities)

2. Customer’s perception of supplier’s performance

3. Your performance relative to customer’s priorities.

4. Priorities for improvement

Survey forms should be easy to fill out with minimum amount of time and efforts

on customer’s part. They should be designed to actively encourage the customer

to complete the questions. Yet they must provide accurate data should also be

sufficiently reliable for management decision making. This can be achieved by

incorporating objective type questions where customer has to “rate” on scale of

say 1 to 10. For repeated surveys, you could provide the rating that was

previously accorded by the customer. This works like a reference point for the

customer.

Space should always be provided for the customers own opinions .this enables

them to state any additional requirements or report any short comings

that are not covered by the objective questions.

Normally, we deal various personnel at various levels in the customer’s

organization—the buyer, user, receiving inspector, finance and purchase person

etc. surveying a number of respondents for each customer gives a complete

perspective of customer satisfaction. I t may be necessary to device a different

questionnaire for each of them.

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Respondents must be provided a way to express the importance they attach to

various survey parameters. Respondents should be asked to give a weighting

factor, again on a rating scale of say, 1 to10, for each requirement. This gives a

better indication of relative importance of each parameter towards overall

customer satisfaction and makes it easier for suppliers to prioritize their action

plans by comparing the performance rating (scores) with importance rating

(weighing).

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CONSUMER SATISFACTION PROCESS

The paramount goal of marketing is to understand the customer and to influence

buying behavior.

The process can be depicted as follows:

1. Need recognition- realization of the difference between the desired and the

current situation that serves as a trigger for entire process.

2. Search for information.

3. Pre purchase alternative evaluation.

4. Consumption(utilization of the procured option)

5. Post purchase alternative re-evaluation.

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6. Divestment (disposal of the unconsumed product and it’s remnants)

 

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RESEARCH METHODOLOGY

Research methodology is a tool for obtaining information for the purpose of the

subject of the study. In this research I have used both primary and secondary

resources for data collection.

Primary source of data collection:

Primary data is the first hand information, which the researcher gets from the

population. The tool for collecting primary data is "Questionnaire". These data

are collected directly from the customers of Share khan Ltd.

Secondary source of data collection:

Secondary data are those data that have already been collected by someone else

and which have already been passed through the statistical process. In my project

report the sources of secondary data are obtained through.

Brochures

Internet websites

Sample Size:

In this research I have taken 50 Retail investors of the company as a sample

size.

I have enclosed questionnaire and data analysis and their interpretation with

this report.

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Type of research:

The Research design used in this study was descriptive research design. It

includes surveys and fact-finding enquiries of different kinds. The main

characteristic of this method is that the researcher has no control over the

variables; he can report only what has happened or what is happening.

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DATA ANALYSIS AND

INTERPRETATION 1) SPECIFY YOUR GENDER?

Frequency Percentage

Male 15 75%

Female 5 25%

Total 20 100%

15

5

MaleFemale

FIGURE – GENDER

DATA ANALYSIS:

From the above chart we can conclude that 75% of men invest through share

khan.

INTERPRETATION:

From the above chart we can conclude that more of men invest through

Sharekhan as compared to women.

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2) HOW MANY YEARS ARE YOU ASSOCIATED WITH THE

SHAREKHAN LIMITED?

Frequency Percentage

Less than 1 year 2 10%

1- 5 year 10 50%

Above 5 years 8 40%

Total 20 100%

2

10

8 Less than 1 yearBetween 1-5 yearAbove 5 years

FIGURE - PEOPLE ASSOCIATED WITH SHAREKHAN

DATA ANALYSIS:

From the above chart we see that 40% of the people are trading through Sharekhan for

more than 5 years, 50% of the people are associated with Sharekhan for 1-5 years and

10% of the people joined Sharekhan this year.

INTERPRETATION:

Most of the people are involved in trading with sharekhan for at least 5 years.

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3. With what denomination did you opened your account in Sharekhan limited

Frequency Percentage

Rs 5000 7 35%

Rs 10000 9 45%

Rs 25000 2 10%

Rs 100000-Rs500000 1 5%

Rs 500000 and above 1 5%

Total 20 100%

35%

45%

10%

5%5%

· Rs 5000 · Rs 10000 · Rs 25000 · Rs 100000-Rs.500000· Rs 500000 and above

FIGURE – DENOMINATION PEOPLE OPENED THEIR ACCOUNT

DATA ANALYSIS:

From the above chart we see that 45% of the people have invested around Rs 10000

while opening their account with Sharekhan ltd, 35% of the people have invested while

opening their account with Sharekhan ltd.,10% of people have invested around Rs

25000 and 5% of people have invested Rs 100000 to Rs 500000 and remaining 5%

have invested Rs 500000 and above while opeing an account with Sharekhan ltd.

INTERPRETATION:

Most of the people involved have opened their account with Rs 10000 while opening

their account with Sharekhan ltd.

4. The brokerage offered to you at the time of account opening

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1 2 3 4 50

2

4

6

8

10

12

14

Series3Series2Series1

FIGURE – BROKERAGE OFFERED AT THE TIME OF OPENING

DATA ANALYSIS:

From the above figure it can be known that the fixed brokerage of .10% and .01% was

offered to most of the people, around 70% of people were offered fixed brokerage and

the remaining 30% of people were offered .20% and .02% brokerage at the time of

account opening.

INTERPRETATION:

Most of the people involved were offered fixed brokerage of 10% and .01%.

5. How much amount do you invest on monthly basis

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Brokerage Frequency Percentage

10% and .01% 14 70%

20% and .02% 6 30%

30% and .03% 0 0%

40% and .04% 0 0%

50% and .05% 0 0%

Total 20 100%

Investment Frequency Percentage

Less than Rs.10000 2 10%

Rs. 10000 – Rs. 15000 7 35%

More than Rs. 15000 11 55%

Total 20 100%

· Less than rs. 10,00010%

· Rs.10000- Rs. 15000

35%

· More than rs. 1500055%

Chart Title

FIGURE – AMOUNT INVESTED BY PEOPLE ON MONTHLY BASIS

DATA ANALYSIS:

From the above figure it can be known that 55% of people invest more than Rs 15000

on monthly basis, while 35% of people invest around Rs 10000 to Rs 15000 and the

remaning 10% of people invest less than Rs 10000

INTERPRETATION:

Most of the people involved invested more than Rs 15000

6. Reasons for choosing Sharekhan(multiple choices)

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· Product range · Brand name· Low brokerage· Low charges during opening of account· Good image in the market· Time management· Easy accessibility· Good services

FIGURE – REASONS FOR CHOOSING SHAREKHAN

DATA ANALYSIS

From the above figure it can be known sharekhan is well known brand in the field of

sharemarket and most people choose sharekhan because of its image in the market

INTERPRETATION:

Most of the people choose sharekhan due to its easy accessibility and good image in the market.

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Reasons Frequency

Product Range 5

Brand Name 14

Low Brokerage 10

Low Charges during opening if account 12

Good image in the Market 17

Time Management 15

Easy Accessibility 18

Good Services 15

7. Satisfied with services

Yes 18

No 02

Total 20

10

2

4

6

8

10

12

14

16

18

20

YesNo

FIGURE – SATISFACTION OF THE PEOPLE WITH SERVICES

DATA ANALYSIS:

From the above figure it can be known that 18 out of 20 people are satisfied with the

services of sharekhan and the remaining 2 people are not satisfied with its services.

INTERPRETATION:

Out of 20 people 18 are satisfied with the services of sharekhan ltd.

9. Will you refer Sharekhan services to your friends

Yes 15

No 05

Total 20

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10

2

4

6

8

10

12

14

16

YesNo

FIGURE – PEOPLE GIVING REFERENCE TO THEIR FRIENDS

ABOUT SHAREKHAN

DATA ANALYSIS

From the above figure it can be known that 15 out of 20 people will refer their friends

about Share khan ltd and the remaining 5 people have said no about referring their

friends about Sharekhan ltd

INTERPRETATION:

Out of 20 people 15 will refer their friends about sharekhan ltd.

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RESULTS AND DISCUSSION

More men invest through Sharekhan as compared to women.

Most of the people choose Sharekhan as their broker because of its

reputation and the services offered by them.

Most of the customers are satisfied with the services provided by

Sharekhan.

More than half of the Sharekhan's customers are dissatisfied because of

high brokerage rate, followed by high margin requirements and the

maintenance charges.

Technical difficulties faced by the customers like no timely execution of

orders and login problems, hidden charges, and the speed of the software.

Most of the customers were not satisfied with the behavior of the sales

executive.

Most of the customers are overall satisfied with Sharekhan and are willing

to refer it to their friends.

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RECOMMENDATIONS

The company should come up with schemes wherein the brokerage is less

than the earlier existing scheme.

The company should reduce the account maintenance charges.

The company can increase the customer base if it reduces the minimum

margin requirement which will boost the competition.

The company should give training to their Sales executive regarding the

behavior to be adopted in front of the Customers.

The company should focus on the customer satisfaction and provide them

with full care and advice.

Company has to get periodical feedback from all its customers and it can track them constantly to know their queries.

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CONCLUSION

SHAREKHAN is one such place or organization where a customers are overall

satisfied by the varied range of services provided by them which includes De-

mating of shares, stock broking, investments in equities, derivatives,

commodities, PMS, advisory services, mutual funds, IPO's, best research reports

but there is still some scope of improvement in the brokerage rates and the trading

software (TRADE TIGER) which is provided by the Sharekhan. It is place which

is providing various services all under one roof it is also known to be a

Sharekhan's Share Shops.

They help the customers by providing timely updates about the market and

various services and products available with them.

From this analysis it is seen that the satisfaction level about the overall service does

not depend on response time or price but depends on the level of satisfaction with

quality. It is therefore clear that the customer's perception about service level

depends on their perception about quality.

It is also seen that satisfaction level with quality depends on the rejection rates

experienced by the customers. Therefore the company should make efforts to

ensure that the rejection level at the customer end is minimized. This will improve

the customer's perception about quality as well as service level.

Since the period of response and price levels do not influence perception about

service level, it is adequate if the company maintains the present level but

concentrate on its effort in reducing rejections experienced by the customer.

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REFERENCES

NEWSPAPER:

BUSINESS STANDARD

ECONOMIC TIMES

TIMES OF INDIA

WEBSITES:

www.sharekhan.com/home/campaign

www.tradinggyan.com/home/about/trading

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QuestionnaireName:

Gender:-Male Female

Education:- Matric HSC Graduate Post Graduate

Marital status :- Single Married

Profession:- Employed Un-employed Business

Annual income:- Less than 200000 Less than 500000 Above 500000

1. Your association with the Sharekhan limited

A) Less than 1 year

B) 1- 5 year

C) Above 5 years

2. Have you opened demat and trading account with Sharekhan.

A) yes

B) no

If No, then in which broking house?

A) karvy

B) icici direct

C) motilal oswal

D) religare

E) angel broking

F) any other, please specify……………………

3. With what denomination did you opened your account in Sharekhan limited

A) Rs 5000

B) Rs 10000

C) Rs 25000

D) Rs 100000-Rs.500000

E) Rs 500000 and above

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4. The brokerage offered to you at the time of account opening

A) .10% and .01%

B) .20% and .02%

C) .30% and .03%

D) .40% and .04%

E) .50% and .05%

5. How much amount do you invest on monthly basis?

A) Less than rs. 10,000

B) Rs.10000- Rs. 15000

C) More than rs. 15000

6. Reasons for choosing Sharekhan (multiple choice)

Product range

Brand name

Low brokerage

Low charges during opening of account

Good image in the market

Time management

Easy accessibility

Good services

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7 . Following are the few statements related to satisfaction of products & services offered by

share khan

Highly

satisfied

Satisfied Neutral Dissatisfied Highly

dissatisfied

Trading guidance

A demo for your trading transactionTimely update for your trading transaction

Giving morning

trading tipsSending ledgers

regularlyLoan

against sharesCo-

operation by office

staffTrading through

telephonePayment collection

facility

8. Satisfied with service

Yes no

9. Will you prefer to refer Sharekhan services to your friends?

Yes no

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