consumer behavior toward to sharekhan

Summer Training Project Report

ON

Consumer satisfaction toward Sharekhan Ltd.

Submitted in Partial fulfillment of requirement of award of MBA degree of

GGSIPU, New Delhi

Submitted By

Sanjay Singh

01015603911

3rd semester (2011-2013)

Northern India Engineering College

(Affiliated to GGSIPU)

FC-26, Shastri Park, Delhi-110053

1

ACKNOWLEDGEMENT

I am glad to express my profound sentiments of gratitude to all who rendered their valuable help for the

successful completion of this project report titled, “A project report on consumer satisfaction

towards SHAREKHAN LTD.”

I record my deep sense of gratitude to Mr. Jaipal singh(Asst. Manager) who had given me a chance to do

a project under this roof of Sharekhan and given opportunity to work under his guidance.

I would also like to thank sincerely from the deep of my heart to all those persons who constantly guided

me and gave me the practical knowledge and materials of the subject.

I would finally like to thank all employees of Sharekhan for their kind cooperation, guidance and

support which lead me to right direction of my research.

My genuine sense of gratitude goes to my university that gave me a chance to brighten my academic

qualification that provided me this opportunity to have a practical knowledge of relevant field.

2

CONTENT PAGE NO

Objectives of the study

1-3

Company Profile

4-11

Literature Review12-13

Research Methodology14-16

Data Analysis17-31

Findings32-32

Conclusion33-33

Recommendations34-34

3

INDEX

CHAPTER - I

SCOPE OF THE STUDY

The research study was confined to the geographical limits of Chennai city.

The focus of this study was only on the satisfaction level of the customers.

This report helps the stock broker to identify the expectations of the customers and

serve better.

It will also provide future growth opportunity.

It will improve the awareness of various products of share khan

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OBJECTIVES OF THE STUDY:-

PRIMARY OBJECTIVE:-

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

services.

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

SECONDARY OBJECTIVE:-

To identify the customer awareness of products of share khan ltd.

To identify the need of the customers.

To give suggestion to company in order to improve the satisfaction

5

NEED FOR STUDY:-

Good customer service is the lifeblood of any business. You can offer promotions and slash prices to

bring in as many new customers as you want, but unless you can get some of those customers to come

back, your business won’t be profitable for long .Customer satisfaction is all about bringing customers

back. And about sending them away happy – happy enough to pass positive feedback about

your business along to others, who may then try the product or service you offer for themselves and in

their turn become repeat customers .Customer satisfaction is very important because, the customer

issatisfied when only the product/service meets the customer’s needs, wants, and expectations. To

further understand customer satisfaction we must also recognize that there are levels of customer

satisfaction that, in a sense, define the basic ingredients what the customers really want. Every

organization needs to improve level of

customer satisfaction and identify customer preference over various products so that they canimplement

measures to enhance customer satisfaction levels and to attract potentialCustomers. Hence a study has

been undertaken on customer satisfaction. The project aims at studying the customer satisfaction

towards Sharekhan in terms of opening a d-mat account, customer services provided to them, online

trading, brokerage commission, etc. It would include identifying the various groups of satisfied and

unsatisfied customers and to know the reasons for the same. Further any suggestive methods that can be

adopted to attain or regain customer satisfaction will be put forth. Also any further plans that would help

share khan in exceeding customer expectations will also be identified. It would help the company to

improve its CRM practices

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CHAPTER - II

Introduction of the company:-

Company Profile

COMPANY PROFILE SHAREKHAN LTD

Sharekhan is leading India-based financial services group, part of City Financial Ltd the Institutional

Equities and Investment Banking services. Sharekhan deals online trading with products like

equities, derivatives, mutual funds and portfolio management. Share khan’s online trading and

investment site www.sharekhan.com was launched in2000. Share khan’s ground network

includes over Sharekhan has over 679 branches in 2 3 4 c i t i e s a n d a b o u t s i x l a k h

t r a d i n g m e m b e r s . S h a r e k h a n h a s w o n t h e p r e s t i g i o u s Consumer Vote Awards 2005

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for the Most Preferred Stock Broking Brand in India, in the Investment Advisors category. N a m e o f

t h e c o m p a n y w a s c h a n g e d f r o m S S K I I n v e s t o r S e r v i c e s P r i v a t e L i m i t e d t o

Sharekhan Private Limited on 4th October 2005.

Sharekhan has won the prestigious Awaaz Consumer Vote Awards 2005 for the Most Preferred Stock

Broking Brand in India, in the Investment Advisors category. S h a r e k h a n L i m i t e d w a s

p r o m o t e d b y M r . S h r i p a l S M o r a k h i a a n d M r . S h r e y a s S Morakhia. It was

established in 1999-2000. It is currently amongst India's largest broking house. It is a member of

the Stock Exchange, Mumbai. It is a depository participant of t h e N a t i o n a l S e c u r i t i e s

D e p o s i t o r y L i m i t e d a n d C e n t r a l D e p o s i t o r y S e r v i c e s ( I n d i a ) Limited. Its business

includes stock broking, depository services, portfolio management and derivatives.

Sharekhan is one of the leading retail brokerage of SSKI Group which was running successfully since

1922 in the country. It is the retail broking arm of the Mumbai-based SSKI Group, which has over eight

decades of experience in the stock broking business. Sharekhan offers its customers a wide range of

equity related services including trade execution on BSE, NSE, Derivatives, depository services, online

trading, investment advice etc.

PRODUCTS OFFERED BY SHAREKHAN:-

1- BOLT for Online Trading.

2- NEAT for Online Trading.

3- Portfolio Management Services.

4- Online Trade in Commodities.

5- Mutual Fund Advisory.

8

6- Insurance.

SERVICES OF SHAREKHAN:-

9

SERVICES OFFERED BY SHAREKHAN:-

1. Trading Facilities:

10

Share khan as a member of NSE& BSE provides both offline and online trading facilities nationwide for

trading the securities in secondary market to its clients. The company’s wide network of outlets spread

across the country facilities to executive the orders in secondary market.

2. Derivatives: (Futures and Options)

The company also facilitates the trading system for trading in secondary market under future adoptions

segment of NSE and BSE. The equity dealers in the company will be eager to give insights into the new

sets introduction in the Indian Capital Market futures and options.

3. Depository services:

Sharekhan is a Depository participant of National Securities Depository Limited and

Central Depository and Securities Limited.Sharekhan will open De-mat accounts, which will

investors to convert physical certificates of shares into electronic balances in an account

maintained.

4. Margin Financing:

In the present rolling settlement scenario, Sharekhan understand investor need for

additionalcapital availability for daily purchaser shares. It offers unique facility avail finance, for purch

asing shares at very competitive interest rates

5. IPO’s and Mutual Funds:

Sharekhan offers the change of investing in the potentially lucrative IPO market. Sharekhan is

distribution house for all mutual funds. This is the news scheme introduced by the company and it also

offers schemes catering to investors with varying risk return profiles.

6. Stock lending and Borrowing:

One can place an order of shares with Sharekhan. It is approved intermediary of the

security or lending scheme. These would be sent out the borrowers, these earnings fees

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for all investors’ idle shares. Thus Sharekhan fulfill the investor need for borrowing and

lending of shares.

7. Equity Research:

Sharekhan has a highly rated research using involved in macroeconomic studies, industry

and company specific equity research. The research team’s inputs will be available as daily trading

calls, quarterly investment picks and long term investment picks, based on the fundamentals

of particular company and the industry as a whole.

8. Internet Trading:

Investors can also trade their securities through this facility by logging into company’s website. The

virtual world that Sharekhan offers online trading services through.

9. Portfolio Management Services:

Sharekhan securities are a registered portfolio manager with SEBI to manage portfolios

on behalf of clients with a discretionary and non discretionary right.

This service is a provision for those who may not have the time to manage their stock investments or

require the service of company’s highly specialized profession team.

10. Other Services:•

Free access to investment advice from Share khan’s research team

“Sharekhan “Value line” (A monthly publication with review of recommendations stocks to

watch out)

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

Daily trading calls based technical analyses

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Cool trading products ( Daring derivatives and market strategy)

Personalized advice

Live management information

Internet- Based online trading

Online BSE & NSE executions through BOLT & NEAT terminals)

REASONS TO CHOOSE SHAREKHAN LIMITED

Experience

SSKI has more than eight decades of trust and credibility in the Indian stock market. In the Asia Money

broker's poll held recently, SSKI won the 'India's best broking house for 2004' award. Ever since it

launched Sharekhan as its retail broking division in February 2000, it has been providing institutional-

level research and broking services to individual investors.

Technology

With our online trading account you can buy and sell shares in an instant from any PC with an internet

connection. You will get access to our powerful online trading tools that will help you take complete

control over your investment in shares

.

Accessibility

13

Sharekhan provides ADVICE, EDUCATION, TOOLS AND EXECUTION services for investors.

These services are accessible through our centers across the country (Over 588 locations in 148 cities)

over the internet (through the website www.sharekhan.com)as well as over the Voice Tool.

Knowledge

In a business where the right information at the right time can translate into direct profits, you get access

to a wide range of information on our content-rich portal, sharekhan. You will also get a useful set of

knowledge-based tools that will empower you to take informed decisions.

Convenience

You can call our Dial-N-Trade number to get investment advice and execute your transactions. We have

a dedicated call-centre to provide this service via a Toll Free Number 1800-22-7500 & 1800-22-7050

from anywhere in India.

Customer Service

Our customer service team will assist you for any help that you need relating to transactions, billing,

demat and other queries. Our customer service can be contracted via a toll-free number, email or live

chat on www.sharekhan.com.

Investment Advice

Sharekhan has dedicated research teams of more than 30 people for fundamental and technical

researches. Our analysts constantly track the pulse of the market and provide timely investment advice

to you in the form of daily research emails, online chat, printed reports and SMS on your mobile phone.

14

http://www.sharekhan.com/

Benefits

Free Depository A/c

Secure Order by Voice Tool Dial-n-Trade.

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

24x7 Voice Tool access to your trading account.

Personalized Price and Account Alerts delivered instantly to your Cell Phone & E-mail address.

Special Personal Inbox for order and trade confirmations.

On-line Customer Service via Web Chat.

Anytime Ordering.

Literature Review:-

15

Customer satisfaction:-a term frequently used in marketin, is a measure of how products and

services supplied by a company meet or surpass customer expectation. Customer satisfaction is

defined as "the number of customers, or percentage of total customers, whose reported experience

with a firm, its products, or its services (ratings) exceeds specified satisfaction goals."In a survey

of nearly 200 senior marketing managers, 71 percent responded that they found a customer

satisfaction metric very useful in managing and monitoring their businesses.[

This research investigated the relationship between three elements – core service quality,

relational service quality- and perceived value – and customer satisfaction and future intentions

across four services. The results revealed that core service quality (the promise) and perceived

value were the most important drivers of customer satisfaction with relational service quality (the

delivery) a significant but less important driver. A direct link between customer satisfaction and

future intentions was established. The relative importance of the three drivers of satisfaction

varied among services. Specifically, the importance of core service quality and perceived value

was reversed depending on the service. A major conclusion was that both perceived value and

service quality dimensions should be incorporated into customer satisfaction models to provide a

more complete picture of the drivers of satisfaction.

According to Philip Kotler perceptions are more important than reality, as it is perceptions that

will affect the consumer’s actual behavior. And Perception is defined as the selection,

organization, and interpretation of marketing and environmental stimuli into a coherent picture

(Assael, 1998). In the study conducted by Nidhi walia and Ravinder Kumar (2007) examined the

investor’s preference for traditional trading and online trading. The major findings of the study

were that Indian investors are more conservative, they do not change easily and Indian traditional

traders still choose brokers for trading. But Internet traders are more comfortable with online

trading because of its transparency and complete control over the terminal. Another study by

Sandeep Srivastava, Surendra S Yadav and P K Jain (2008) on “Derivative Trading in Indian

Stock Market: Broker’s Perception” found that high net worth individuals and proprietary

16

http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-Marketing_Metrics-0

traders contribute to the major proportion of trading volumes in the derivative segment. The

survey also revealed investors are using these securities for risk management, profit enhancement,

speculation and arbitrage. It also emphasized to popularize option instruments because they may

prove to be a useful medium for enhancing retail participation. Several earlier studies done

regarding the characteristics of online traders in USA by Barber and Odean (2002) found that

young men are more likely to use the Internet for investing, and that online investors tend to

increase turnover and decrease their performance after switching to online trading. Research

conducted by Konari Uchida (2006) on the characteristics of Japanese online investors found

Japanese online investors prefer higher capital gains, choose low-volatility stocks less often, use

chart data more frequently, and are more likely to choose stocks to buy and sell themselves. The

study conducted by Yingzi Xu, Robert Goedegebuure and Beatrice van der Heijden (2006) on

“Customer Perception, Customer Satisfaction, and Customer Loyalty within Chinese Securities

Business: Towards a Mediation Model for Predicting Customer Behavior” found service quality

perceived by customers has a direct, significant effect on customer satisfaction. Also the

relationship between perceived service value and customer loyalty is found to be determined by

customer satisfaction.

CHAPTER – III

Research Methodology:-

Research methodology is way to systematically solve the research problem. Research,

incommon t e rms r e f e r s t o a s ea r ch fo r knowledge . Resea rch me thodo logy cons i s t

s o f different steps that are generally adopted by a researcher to study the research

problem along with the logic behind them.

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1. RESEARCH DESIGN:

Research design is the plan, structure and strategy of investigation conceived so as to obtain answers to

research question.

Descriptive research design was chosen for the present study.

DATA SOURCES

The study is mainly based on the data collection from primary as well assecondary sources.

Primary data:

Data collected for specific purposes in the form of questionnaire

Secondary data:

Data existing in the form of Books, Internet Catalogues etc

SAMPLING DESIGN: Definition of population:

All the customers of share khan.

Sampling size:

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

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Statistical tool:- Percentage method, mean

STATISCAL TOOLS:

For the purpose of analysis, Mean and percentage methods are used for the calculation and the result

was interpreted. This test was used to minimize the error of

thedata collected. Graphs were used to represent the data for the better and accurateinterpretation of the

result.

3.3 STATISTICAL TOOLS USED:

Sample tools are used for analyze purpose, they are follows

1. Percentage analysis

2. Mean method

PERCENTAGE ANALYSIS:

Percentage refers to a special kind of ratio in making comparison between two or more data and to

describe relationships between the data. Percentage can also be used to compare the relative terms, the

distribution of two or more series of data.

Percentage= no of respondent/ total respondent* 100

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PERIOD OF STUDY:

The duration of the study is from June to July. Two months of summer training.

LIMITATIONS

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

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

won’t represent the whole population.

The survey was limited during the short span.

Biased answers are unavoidable.

Respondents are busy.

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CHAPTER – IV

ANALYSIS OF DATA

AGE LIMIT OF RESPONDENTS

TABLE-1

S. NO

PARTICULE

R NO.OF RESPONDENT % OF RESPONDENT

1 BELOW-30 25 31.25%

21

2 31-40 30 37.50%

3 41-50 15 18.75%

4 ABOVE-50 10 12.50%

TOTAL 80 100%

1. AGE LIMIT OF RESPONDENTS:-

Chart-1

INTERPRETATION:-

This table shows that 31.25% of the respondents belongs to the age of (30-40)

followed by 37.50% of the respondents belongs to the age of below30.The least

number of respondents 12.50% belongs to the age group above 50

2. GENDER

Table-2

22

S. NO

PARTICULE

R

NO.OF

RESPONDENT

% OF

RESPONDENT

1 MALE 56 70.%

2 FEMALE 24 30.%

TOTAL 80 100.00%

GENDER

Chart-2

INTERPRETATION: -

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

3. OCCUPATION OF THE RESPONDENTS:-

TABLE-3

23

.

3 .OCCUPATION OF THE RESPONDENTS

Chart-3

INTERPRETATION:

This table shows that 43.75% of the respondents are private employee followed by

25% are self-employed and the minimum respondents 12.50% are students

4. AWARENESS OF THE PRODUCTS

24

S. NO PARTICULER NO.OF RESPONDENT % OF RESPONDENT

1 SELF-EMPLOYED 20 25.00%

2 PRIVATE EMPLOYEE 35 43.75%

3 GOVT. EMPLOYEE 15 18.75%

4 STUDENT 10 12.50%

TOTAL 80 100%

Table-4

S. NO PARTICULARS NO.OF RESPONDENT % OF RESPONDENT

1 YES 60 75.00%

2 NO 20 25.00%

TOTAL 80 100.00%

s

AWARENESS OF THE PRODUCTS

Chart-4

INTERPRETATION:

The above table shows that the 75.00% of the respondents are aware of the sharekhan

products and remaining 25.00% of the respondents not aware of some products.

5. CAME TO KNOW ABOUT SHARE KHAN SERVICES AND PRODUCT

25

Table-5


1 ADVERTISEMENT 25 31.25%

2 INTERNET 28 35.00%

3 FRIENDS 16 20.00%

4 INDIVIDUAL PERFORMANCE 11 13.75%

TOTAL 80 100%

.

CAME TO KNOW ABOUT SHARE KHAN SERVICES AND PRODUCT

Chart-5

INTERPRETATION:

This table shows that 35.00% of the respondents influenced by internet followed by

20% of the respondents are by friends and 20.% influenced by advertisement

6. AMOUNT INVESTED BY CONSUMER OF SHARE KHAN

Table-

26

S. NO PARTICULER NO.OF RESPONDENT

% OF

RESPONDENT

1 BELOW 5 LAKS 23 28.75%

2 5 TO 10 LAKS 37 46.25%

3 10 TO 15 LAKS 17 21.25%

4 ABOVE-15 LAKS 13 16.25%

TOTAL 80 100%

AMOUNT INVESTED BY CONSUMER OF SHARE KHAN

Chart-6

INTERPRETATION:

This table shows that 28.75% of the respondents comes under the income level of 5 to 10 lakhs followed

by 46.25% comes under the income level of

10to15 lakh and 21.25% of the respondents income are 15 laks. The least no of therespondents 16.25%

comes under the income level below 5 lakhs

7. BROKERAGE RATE OF THE CHARGES

27

Table-7

S. NO PARTICULARS NO.OF RESPONDENT

1 VERY HIGH 18

2 HIGH 17

3 MODERATE 28

4 LOW 17

TOTAL 80

BROKERAGE RATE OF THE CHARGES

Chart-7

Mean

= (18*4) + (17*3) + (28*2) + (17*1)

=196/80

=2.45%

A majority of the respondents (2.45%) said that the brokerage rate is moderate

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

28

Table:-8


1 HIGHLY SATISFIED 29

2 SATISFIED 32

3 HIGHLY DISSATISFIED 9

4 UNSATISFIED 10

TOTAL 80

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

CHART:-8

Mean

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

=240/80

=3%

A majority of the respondents (3%) are satisfied with the services provided by

share khan

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

29

Table. 9


1 More 30

2 Average 31

3 Less 9

4 No effect 10

TOTAL 80

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

Chart-9

Mean

= (31*4) + (30*3) + (9*2) + (10*1)/80

=242/80

=3.025%

A majority of the respondents (3.025%) are satisfied with the dial-n-trade

services provided by share khan

10. USAGE THE SERVICE/ PRODUCT OF SHARE KHAN

30

Table-10

S. NO PARTICULER NO.OF RESPONDENT % OF RESPONDENT

1 below 3 year 20 25.00%

2 3-6 year 45 56.25%

3 more than 6 year 15 12.00%

Total 80 100.00%

USAGE THE SERVICE/ PRODUCT OF SHARE KHAN

Chart-10

INTERPRETATION: From the above table it shows that 20% of the respondents are

using share khan for 3 years and 56.25% of the respondents are using for 3-6

years. Remaining 12 % of the respondents are using for more than 6 year

11. FEATURES OF SHAREKHAN DIFFERENT FROM COMPETITORS.

TABLE-11


31

1 TIME MANAGEMENT 20 25.00%

2 BETTER SERVICE 28 35.00%

3 EASY ACCESSIABILITIES 16 20.00%

4 CUSTOMER SATISFECTION 11 13.75%

5 ALL THE ABOVE 5 6.25%

TOTAL 80 100%

FEATURES OF SHAREKHAN

Chart-11

INTERPRETATION:-

The above table shows that 35.00% of the respondents felt that better service is provided,

20.00% of the respondents said that easy accessability.13.75% of the respondents

sa id they are fu l ly sa t i s f ied and remaining 6 .25% of the respondents

satisfied with all the above features.

12. BASIS OF SERVICE PROVIDED BY SHARE KHAN IN TRADING

Table-12

32


1 MARKET TIPS 22 27.50%

2 TRADE REPORT 28 35.00%

3 FUNDAMENTAL REPORT 16 20.00%

4 TECHNICAL REPORT 14 17.50%

TOTAL 80 100%

BASIS OF TRADING

Chart-12

INTERPRETATION:-

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

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

33

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

Chart-13

Mean

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

=237/80

=2.96

INTERPRETATION:-A majority of the respondents (2.96) said that the opportunities

for sharekhan will be good in future

14. TOTAL SATISFICATION LEVEL OF CONSUMER FROM SHARE KHAN

SERVICE/PRODUCTS

34


1 EXCELLENT 26

2 GOOD 33

3 BETTER 13

4 WORSE 8

TOTAL 80

Table-14


1 HIGHLY SATISFIED 28

2 SATISFIED 33

3 HIGHLY DISSATISFIED 9

4 UNSATISFIED 10

TOTAL 80

14. TOTAL SATISFICATION LEVEL OF CONSUMER FROM SHARE KHAN

SERVICES/PRODUCTS

Chart-14

Mean

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

=239/80

=2.98

A majority of the respondents (2.98) are satisfied with the services provided by

share khan

Findings

35

31.25% of the respondents belongs to the age of (30-40) followed by 37.50%

of the respondents belongs to the age of below30.The least number of

respondents 12.50% belongs to the age group above 50

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

43.75% of the respondents are private employee followed by 25% are self-

employed and the minimum respondents 12.50% are students

It shows that 35.00% of the respondents influenced by internet followed by 20%

of the respondents are by friends and 20.% influenced by advertisement

it shows that 20% of the respondents are using share khan for 3 years and

56.25% of the respondents are using for 3-6 years. Remaining 12 % of the

respondents are using for more than 6 year

it shows that 27.50% of the respondent’s tradeunder market tips, 35.00% of the respondents trade under trade report&20.00% on fundamental analysis and remaining 17.50 % of the respondents trade technical reports

A majority of the respondents (3.025%) are satisfied with the dial-n-trade

services provided by share khan

:-Both the company and the customer can benefit from the advancements in

the field of online trade services thus finding avenues to improve upon.

36

Conclusion

During my training period I have study on “consumer satisfection Towards Sharekhan Ltd“

by using as a Questionnaire method where respondents are from whole of the sharekhan consumer

of Delhi city.

From the survey I found that major consumer are only major proportion of income investing

in share Market. Here, the most of people are trade in share market as a speculation and they are invests

for one to three months. Generally, the consumer s who are invest for long period more than year they

are surely beneficial in share market. Majority of people are motivated by their friends & medias advise

to enter into share market. Majority people are expecting something more from the equity market. So,

finally some are satisfied and some are not satisfy with share khan.

Major consumer s prefer the share khan software services on the basis of Market trend,

Profitability, industry condition and economic condition also important factor while selecting the

markets and consumer s have also considered brokerages and AMC as a most important factor while

selecting a company under these investing.

37

RECOMMENDATIONS

Prefer investment for long term investment strategy that provides you moderate return with

liquidity.

Investors should not invest in only equity market but, also invest in other Safe Securities Like-

Fixed Deposits, Government Securities, Bonds, Mutual fund and Insurance etc. which also

provides moderate return.

For Example: One should prefer

o Equity – 50%

o Other Safe Securities– 50%

Investors should invest money at lower level price and sale the stock at higher price.

Investors should select company on the basis of brokerage charges ,Current Growth of

Company and Market capitalization and many more. So, consumer s can get higher return on

their investment.

Always invest extra money in share market. Do not invest by taking loan from banks or

other resources.

38

Bibliography

Text Books and Journals:-

“Investment Management Theory & Practice” by Rustagi R P (Equity Shares : Fundamental & Technical Analysis), pg 137 - 163

“Financial Management (Ninth Edition)” by Pandey I M (Risk and Return : An overview of Capital Market Theory), pg 70 – 77

“Research Methods (Second Edition)” by William Trochim M.K.(Analysis), pg 259 - 276

NCFM Securities Market (Basic) Module

The referred Websites:-

www.nseindia.com

www.ibef.org

www.sharekhan.com

www.yahoofinance.com

www.moneycentral.msn.com

39

ANNEXUREQUESTIONNAIRE:-Dear Respondent I am SANJAY SINGH, M.B.A student of NIEC, DELHI. I am doing a project work titled “Customer satisfaction towards Share Khan Ltd”. I kindly request you to fill this questionnaire

1.Name: _____________

2.Age:

(a) 20-30 (b) 31-40 (c) 41-50 (d) 50 and above

3.Gender:

(a)Male (b) female

4.Occupation:-

(a) Self employed (b) private employee (c) govt. employee (d) student

5. Are you aware of products offered by sharekhan

(a) Yes (b) NO

.6.From where did you come to know about share khan services and products?

(a) Ad (b) Internet (c) friends (d) Word of mouth

40

7. what is the maximum risk that you are ready to take in commodity Markets (a) Up to 10% (b) 23% (c) 50%

(d) Above 50%

8. How do you feel about the brokerage rate charged by share khan

(a) Very high (b) high (c) moderate (d) Low

9.How much you satisfied from the online service from share khan ltd .

h(a) Very high (b) high (c) moderate (d) Low

10. How much money have you invested in the share market through Share khan

(a)1lakh to 5 lakh (b) 5 lakh to 10 lakh (c) 10 lakh to 15 lakh (d) 15 lakh and above

11. How long have you been using the services/product of share khan..

(a) Below 3 year (b) 3-6 year (c) more than 6 year

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

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

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13. Which service of Share khan is the basis of your trading

(a) Markets tips (b) trade report (c) Fundamental analysis (d) technical report

14. What feature of Sharekhan is different from competitor for consumer satisfaction

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

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

(a) YES (b) NO

16. If yes ,because of

(a) Easy installation (b) high speed (c) friendly user (d) Others

17. If no, why?

18. What will be the consumer satisfaction of share khan at future ?’’if the change trade software…

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

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

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Documents

consumer behavior toward to sharekhan