PROJECT ON

“CUSTOMER SATISFACTION

TOWARDS

ONLINE TRADING

1

PROJECT REPORT ON

“CUSTOMER SATISFACTION TOWARDS ONLINE TRADING”

With Reference to

(SHAREKHAN LIMITED)

A PROJECT SUBMITTED IN PARTIAL FULLFILMENT FOR THE DEGREE IN MASTERS IN MANAGEMENT STUDIES

UNIVERSITY OF MUMBAI

SUBMITTED BY

TINA BABU

UNDER THE GUIDANCE OF

PROF-PANKAJ DESHMUKH

YADAVRAO TASGAONKAR INSTITUTE OF ENGINEERING AND

TECHNOLOGY

DR. N.Y. TASGAONKAR TECHNICAL EDUCATION COMPLEX

AT CHANDHAI, KARJAT- 410201

UNIVERSITY OF MUMBAI

YEAR 2010-2011

2

CERTIFICATE

This is to certify Miss Tina Babu is a bonafied student of MMS

Yadavrao Tasgaonkar Institute of Engineering and technology,Chandhai,

Karjat. I have been supervising her project work on “Customer Satisfaction

Towards Online Trading”

I find the dissertation is a result of candidates own work and is fit for

submission to the university, in partial fulfillment of Masers of Management

Studies of University of Mumbai.

GUIDE–ROHAN GUPTE

3

DECLARATION

I hereby declare that Project Report entitled “CUSTOMER SATISFACTION

TOWARDS ONLINE TRADING” in Share Khan Limited is the result of my

own work. And it has not been previously submitted by me or any examination

of my other university or this university.

.

STUDENT NAME

TINA BABU

4

ACKNOWLEDGEMENT

I wish to express my sincere gratitude to our beloved Mrs.RUTA mam the

Director of Y.T.I.E.T College for the initiatives and inspirations provided to

perform the work.

I would also like to offer my sincere thanks to Prof. PANKAJ DESHMUKH

For all the valuable guidance and support rendered at all stages of my project to

bring it as a successful work. It has been the honour to work under his guidance

throughout the project span

5

EXCECUTIVE SUMMARY

Investing is both Arts and Science. Every Individual has their own specific

financial need and expectation based on their risk taking capabilities, whereas

some needs and expectation are universal. Therefore, we find that the scenario

of the Stock Market is changing day by day hours by hours and minute by

minute. The evaluation of financial planning has been increased through

decades, which can be best seen in customers. Now a day’s investments have

become very important part of income saving. There is growing competition

between brokerage firms in post reform India.. At the time of investing money

everyone look for the Risk factor involve in the Investment option. The Report

is prepared on the basis of Research work done through the different Research

Mythology the data is collected from both the source Primary sources which

consist of Questionnaire and secondary data is collected from different sources

such as Company website, Magazine and other sources.As the Online trading

services of Sharekhan Limited have the best result in its field .It has given

43.50% return in Trailing stops, 94.30%return in Nifty and 38.10% in Beta

Portfolio which is the result when the Market was not doing well from last one

year. In this project I have shown the details the nature of share investors , share

broking firms and investment atmosphere. Online trading was initiated by NSE

in India and soon after the other exchanges also followed it. There was a major

boom in yr. 2000 when lots of online trading companies came with a bang but

only few were survived because of lack of computer knowledge and low

internet penetration.

6

INDEX

CHP.

NO TOPIC

PAGE

NO.

1 INTRODUCTION AND DESIGN OF THE STUDY 13

2 RESEARCH METHODOLOGY 18

3 COMPANY PROFILE 22

4 FINDINGS AND INTERPRETATION 31

5 SUGGESTION AND CONCLUSIONS 48

6 BIBLOGRAPHY 56

7

ONLINE SHARE TRADING

HISTORY

Online trading involves investment activity which takes place over the Internet

and it does not require physical inclusion of the broker. An investor has to

register with an online trading portal like ICICIdirect.com, motilaloswal.com

and sharekhan.com and many companies like that and investor gets into an

agreement with the firm to trade in different securities according to the terms

and conditions given on the agreement. As the servers of the online trading

portal are connected all the time to the stock exchanges and designated banks

the order processing is done in real time and investors can also have updates on

the trading. They can also check the status of their orders either through e-mail

or through the interface that it cannot be accessed by a third party.Some options

are usually given to users such as to link their bank account, Demat accounts

and brokerage accounts into a single interface. A single window is also there for

all exchanges and a single screen is there for the complete order routing

mechanism.

The reason why online trading has developed over conventional offline

brokerage firms is that this conventional method struggled with unfavorable

economies. Staff cost is just one example of it. As the markets opens for 330

minutes a day one dealer can at best execute 500 trades in a day while online

company like ICICI direct executes 150,000-200,000 trades a day on the

National Stock Exchange alone accounting for 3-4% of NSE trades of 5 million

a day. It would require a large amount of dealers to service this demand.

8

Besides the salary costs it would also demand huge expenses in real estate and

support systems.

The offline model has got a downfall in the form of lower bandwidth and IT

costs and the cost of bandwidth has fallen to one-eighth of what it was in 2000

giving online broking an advantage especially in the case of lower-volume retail

investors.

Today 30% of volumes on the NSE comes from this and it may go up to 50% in

three-four years providing explosive growth for online broking in India.

To be a successful trading portal it will definitely depend on bouquet of services

provided by it for an end-user. Most of the portals charge a small registration

fee and brokerage based on various conditions but it's important for the

organization to keep focussed on customer-centric

THE EMERGENCE OF E-BROKING IN INDIA

The Indian trader is being fancied by the democratized world of online trading

or also known as e-broking. The regular and attractive advertisements in the

print media and electronic media have added to this fancy world.

But as we compare to the Western countries, in India online trading has not still

grasped the market , but has done a very important amount of progress in the

past years and the future of online trading is bright. That is why many new

companies are coming into this form of business structure and the existing

companies are changing to this new format besides offline and other traditional

forms of business. With only a mere share of 10% online trading a combined

gross turnover of around Rs. 9000-10,000 crores handled by the BSE and NSE

9

together there is a much greater scope for online trading. At present some of the

dominant players in the online trading market of share market are –

1. Sharekhan.com

2. Icicidirect.com

3. Unicon

4. 5paisa.com

5. Indiabulls

6. Kotak Securities

7. Motilal Oswal

8. Geojit Securities

Earlier the share market was not safe enough to invest but some of the changes

in the past ten years in the Indian share market have created the interest of

trading in the shares by the people. Broadly we can classify three important

factors which have contributed to the development of online trading in India-

Firstly the major step was taken by the National Stock Exchange (NSE) in the

year 1994 which allowed the electronic trading and seeing to this various other

stock exchanges in India followed soon. This helped in making the

fast .accurate and transparent transactions saving a lot of time then the

traditional method of trading. The investors were also saved by the clutches of

the fraud brokers at the times when the clients were not aware of the true prices

of the shares.

Secondly, in the year 1996 the dematerialization of the shares came (also known

as DEMAT) which avoided the online presence of shares in an electronic form

avoiding them from theft, pilferage or from other losses like counterfeiting and

frauds regarding share transfer

10

The third reason was the rapid growth of computer education and learning of

internet by the people. With the evolving of internet the online trading became a

hit and the investors became confident in investing just with a click of a mouse.

Today the online trading companies having cut-throat competition in our

offering whose brokerage discounts lower margin money and zero balance

accounts. Due to the rising education awareness and use of internet there is a

huge potential for online trading in future and companies must come up with

innovative offerings to capture the untapped market

ADVANTAGES OF ONLINE TRADING

1. Provides with the Freedom of Information

2. Provides Control to Investors Money

3. Provides access to the market

11

4. Ensures the best price for investors

5. Online trading offers greater transparency

6. Provides hassle free trading

7. Online trading allows instant trade execution

8. Online trading reduces the settlement risk

9. Keeps Information Secure

DISADVANTAGES OF ONLINE TRADING

1. In online terminal, investor can’t get customized expert advice, whereas

in offline the broker gives suggestions according to investors strategy

(i.e. short term or long-term)

2. Brokerage is high compared to offline.

3. Privacy is less due to hacking scandals

4 . Transactional errors due to technical problems

12

CHP1--INTRODUCTION AND DESIGN OF

THE STUDY

INTRODUCTION

India is a developing economy. It is prospering in all spheres . Share market is

the compelling determinant of the economy and the financial situation of a

country.

Ever since the liberalization , privatization and globalization , the foreign

investment in our country is booming. Share market is a clear indicator of

developing trend prevailing in our country.

Statistics reveal that the trade volume has been increasing continously, coupled

with ups and downs which is nature of share trading.

We are living in the interlinked world .With growing volume of trade, it has

become a nessecity that people are aware of the intricacies of the web world.

13

SENSEX the benchmark indicator of share trading has more than tripled ever

since online – share trading commenced .It has become imperative to be the

participant of this mode of training.

Recently the crisis in the financial market resulted in global inflation. The share

market was clear indicator of the prevailing prices.

STATEMENT OF THE PROBLEM

Share trading is the way for faster earning and loosing money. In recent years a

volatile market could be witnessed. In the desire to earn money in a quick

manner , more and more people ventured into the share trading. Lack of

awareness of many investors has made them loose lakhs of money in share

market. Wise play by many others has made them earn in crores.

At such time, it would be interesting to know the attitude of the players and the

condition in the market. A survey about the investors and share market in such a

time would be educative to tommorow’s investors. It could also lead to

improvement in the conditions that would facilitate increase in the share trading.

Several websites provide information about the stock market. They educate

people about the share trading and guide them through each step. Online share

trading has become so common. Still many of them are unaware of the

intricacies involved in share trading.

Our finance minister P.Chidambaram is always optimistic when it comes to the

role of stock market in the economy. Quite often we hear that the markets are

down or they are in an upbeat.

14

Condition being such it is necessary to take stock of the market activity and the

awareness of investors in our town.

OBJECTIVITY OF THE STUDY

To understand the attitude of the online share traders

To measure the effectiveness of broking sites

To conduct an enquiry among the share trading public in Mumbai about

their experience with broking sites.

To suggest some improvement in these sites if need be.

To understand the depth upto which the online share traders are clear and

aware of online share trading.

THEORY OF SHARE MARKET

A stock market or equity market is a public market (a loose network of

economic transactions, not a physical facility or discrete entity) for the trading

of company stock and derivatives at an agreed price; these are securities listed

on a stock exchange as well as those only traded privately.

15

The stock market is one of the most important sources for companies to raise

money. This allows businesses to be publicly traded, or raise additional capital

for expansion by selling shares of ownership of the company in a public market.

The liquidity that an exchange provides affords investors the ability to quickly

and easily sell securities. This is an attractive feature of investing in stocks,

compared to other less liquid investments such as real estate.

Electronic trading- It eliminates the need for the physical trading floors.

Brokers can trade from their offices, using fully automated screen based

purposes. Their workstations are connected to a stock exchange central

computer via satellite using very small aperture terminus (VSATs). The orders

placed by brokers reach the exchange central computer and are matched

electronically.

Why companies issue stock

16

If a company wants to grow – may be build more factories , hire more

people ,or develop new products – it needs money. It could get a loan from a

bank. But then it would owe money. By issuing stock , company can raise

money without going into debt. People who buy stock are giving the company

the money it needs to grow. Not every company can issue stock. A business

owned by a person or few people (partnership) cannot issue stock. Only

business corporation can issue the stock. A corporation has special legal status.

Like school, its existence does not depend on the people who run ii. Under the

law it is separate from the people associated with it , and has special legal rights

and responsibilities well as its own unique name.

Why people buy it

Owning stock in a company means owning part of the company. Each part is

known share. If a company has issued 100 shares of stock, and you bought one,

you own 1% of that company. People who own stock are called stock holders or

shareholders.

Stockholders hope the company will earn the money as it grows. If a company

earns money the stockholders share the profit. Over time people usually earn

more from owning stock than from leaving money in the bank, buying bonds or

making other investments.

Bears and bulls

17

Bears are cautious animals who don’t like to move fast. Bulls are bold animals

that might charge right ahead. An investor is said to be “bearish” if he or she

believes that the stock market will go down. A bearish investor will buy stock

cautiously. A bullish investor believes the market will go up. He or she will

charge ahead and put more money in the market. An investor can be bearish or

bullish about a particular kind of stock.

Like wise the term “bear market” describes the time when stock price has been

falling on the whole. A “bull market” is a period when stock prices are

generally rising.

CHP- 2 RESEARCH METHODOLOGY

Research is a systematic search for pertinent information on a specific topic.

Research is an art of scientific investigation. According to Clifford woody,

“research comprises defining and re-defining the problem, formulating

hypothesis or suggesting solution, collecting ,organizing, and evaluating data

making deductions and reaching conclusions and at last carefully testing the

conclusion to determine whether they fit the formulated hypothesis .

RESAEARCH OBJECTIVE

The objectives of my research project has been-

1. To determine the growth and development of online trading in India.

18

2. To understand the customer perception of online trading.

3. To see the type of technology used by stock exchanges and by the Indian

customer in online trading.

4. To determine what type of products the customers deal while doing the online

trading.

5. To understand the presence of major online traders in the Indian market and

looking about the features provided by them

RESEARCH DESIGN

A research design is an arrangement of conduction for collection and analysis of

data in a manner that aims to combine relevant to a research purpose with

economy in procedure. The research designs adopted for the study are analytical

in nature.

SCOPE OF THE STUDY

It would be helpful to take the stock of the prevailing trend of the investors

public in any city. This study is aimed at collecting information from the share

investing public of Mumbai with respect to online share traders.

19

LIMITATION OF THE STUDY

The objective of this study is to understand the condition prevailing among the

investing public. Considering the cost involved, time factor and lack of

awareness of efficient data gathering techniques and tool for analysis , all the

online share trading public may not be covered. It may not be possible to arrive

to the exact value of findings.

TOOLS USED FOR ANALYSIS

The tool employed here is percentage analysis. The total of the data collected

under one factor are summed up and their percentage is calculated. Suppose we

consider 10 factors with 5 attributes for each factor.

Each attribute is given ranks. The values are added and the percentage for each

attribute is calculated. These values are used for analysis. This is percentage

analysis.

SOURCES OF DATA

Primary data: Questionnaire

Secondary data: Published materials of Sharekhan Limited. Such as

periodicals, journals, news papers, and website

SAMPLING PLAN

20

➢ Sampling:

Since Sharekhan Limited has many segments .100%

coverage was difficult within the limited period of time. Hence sampling

survey method was adopted for the purpose of the study.

Population:

(Universe) customers & non consumers of Sharekhan limited

➢ Sampling size:

A sample of hundred was chosen for the purpose of the study.

Sample consisted of Investor as based on their Income and Profession as

well as Educational Background

➢ Sampling Methods:

Probability sampling requires complete knowledge about all

sampling units in the universe. Due to time constraint non- probability

sampling was chosen for the study

21

CHP-3 COMPANY PROFILE

Sharekhan is one of the leading retail brokerage of Citi Venture which is

running successfully since 1922 in the country. Earlier it was the retail broking

arm of the Mumbai based SSKI Group, which has over eight decades of

experience in the stock broking business. Share khan offers its customers a wide

range of equity related services including trade execution on BSE, NSE,

Derivatives, depository services, online trading, investment advice etc. Earlier

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. 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

22

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

content-rich and research oriented portal has stood out among its

contemporaries because of its steadfast dedication to offering customers best-of-

breed technology and superior market information. The objective has been to let

customers make informed decisions and to simplify the process of investing in

stocks

MISSION OF SHAREKHAN is

“To educate and empower the individual investor to make better investment

decisions through

1) QUALITY ADVICE

2) INNOVATIVE PRODUCTS and

3) SUPERIOR SERVICE.”

PRODUCT AND SERVICES OFFERD BY SHAREKHAN

1- Equity Trading Platform (Online/Offline).

2- Commodities Trading Platform (Online/Offline).

3- Portfolio Management Service.

4- Mutual Fund Advisory and Distribution.

5- Insurance Distribution.

6-Forex

OFFERINGS OF THE SHAREKHAN:-

23

Sharekhan offers both Offline and online trading account. But now a days it

mostly concentrates on online trading account through which a customer can

buy and sell shares in an instant from any part of the globe trough website. It

does not take into account any type of physical restriction of going to the broker

for carrying out a transaction or any type of settlement of payment. It facilitates

the customer a speedy and hassle free transaction. Share khan’s product consists

of a 4-in-1 concept, which integrates:

D-matAccount

TradingAccount

Bank Link

Dial-N-Trade

For doing a trading of shares everyone need D-mat A/C. In his D-mat A/C one

can kept his shares. Then Sharekhan provides a Trading A/C Through this

trading account, a Sharekhan customer can directly transfer his funds from his

savings account i.e. from bank account to Sharekhan to his trading account

without any paper work. He can buy and sell shares from the website and also

view the market prices of the shares he trades on the terminal.Sharekhan.com

allows trading at present only on NSE. BSE trading will be shortly available. To

open an account a customer requires filling up a form consisting of 12

agreements, a passport size photograph, a residential proof, a photo id proof and

a cheque drawn of respective amount in favor of S. S. Kantilal Ishwarlal

securities Pvt. Ltd. & from 22 March , 2007 cheque is drawn in favor of

Sharekhan LTD. it self.

After opening an account with Sharekhan, a customer will be given User

id, Membership password and trading password, which will enable him to

access his account and trade.

24

PRODUCTS OF “SHAREKHAN”:-

Sharekhan offers 2 types of products according to the volume-based

requirements of the investors that are as follows:

CLASSIC ACCOUNT:-

This account allows the client to trade through the website and is

suitable for the retail investors.

Here maximum scripts that can be shown on the terminal are only

25.Alsothe technical charts are not available.

It’s a JAVA BASED APPLET, which allows trading only through

website and see latest prices of the scripts of your choice which is

attached below.

This account also allows trading in Derivatives.

The lifetime registration charge for this account is Rs.750 and there

is no constraint of minimum turnover.

SPEED TRADE ACCOUNT:-

This is ideal for active traders who transact frequently during day’s

trading session to capitalize on intra-day price movements.

25

Speed trade is Internet-based application based software which is

available on a CD, which provides everything a trader needs on one

screen, thereby, reducing the time required to execute a trade.

SPEEDTRADE offers a tick-by-tick update on stock price

movements with market depth and intra-day chart and lets the client do

his own stock/technical analysis.

While the Lifetime charge for this account is Rs.1000 /- with a

minimum brokerage of Rs.1500 /- to be generated each quarterly.

Key features of online trading with sharekhan

Freedom from paper work

Instant credit and money transfer

Trade from any net enabled pc

Online orders on phone

Timely advice and research reports

Real time portfolio tracking

Information and price alerts

COMPETITORS:

26

Sharekhan is one of the major player in on line Trading. In Mumbai the main

competitors of Sharekhan are ICICI Direct, India bulls, Kotak Securities, HDFC

Securities, Anand Rathi, and Motilal Oswal.

1. Religare Enterprises

2. India Info line

3. ICICI Direct

4. India Bulls

5. Reliance Money

6. Kotak Securities

7. Motilaloswal

These are some of the competitors of sharekhan.

REASON TO CHOOSE SHAREKHAN

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 their online trading account one can buy and sell shares in an instant from

any PC with an internet connection. Customers get access to the powerful

27

online trading tools that will help them to take complete control over their

investment in shares.

Accessibility

Sharekhan provides ADVICE, EDUCATION, TOOLS AND EXECUTION

services for investors. These services are accessible through many centers

across the country (Over 650 locations in 150 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, investors get access to a wide range of information on the content-

rich portal,www.sharekhan.com. Investors will also get a useful set of

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

Convenience

One can call Sharekhan’s Dial-N-Trade number to get investment advice and

execute his/her transactions. They have a dedicated call-center to provide this

service via a Toll Free Number 1800 22-7500 & 39707500 from anywhere in

India.

Customer Service

Its customer service team assist their customer for any help that they need

relating to transactions, billing, demat and other queries. Their customer service

can be contacted via a tollfree number, email or live chat on

www.sharekhan.com.

Investment Advice

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Sharekhan has dedicated research teams of more than 30 people for

fundamental and technical research. Their analysts constantly track the pulse of

the market and provide timely investment advice to customer in the form of

daily research emails, online chat, printed reports etc.

BENEFITS

➢ Free Depository A/c

➢Instant Cash Transfer

➢ Multiple Bank Option.

➢ Secure Order by Voice Tool Dial-n-Trade

How to open account with Sharekhan?

For online trading with Sharekhan, investor has to open an account.

Following are the ways to open an account with Sharekhan:

Call them at phone number provided below and ask that you want to open an

account with them.

Call on Toll free number: 1-800-22-7500 to speak to a Customer Service

executive

29

If you are in Mumbai call on 022-66621111

Visit one of their branches. Sharekhan has a huge network all over India. Click

on http://sharekhan.com/Locateus.aspx this link to find out your nearest branch.

Just select the place near you and you'll find a manager to assist you there.

You can send them an Email on info@sharekhan.com to know about their

products and services.

If you wish to chat with customer service representative, you can join the chat

sesssion.

ADVANTAGES OF SHAREKHAN:

Online trading is very user friendly and one doesn't need any software to

access.

They provides good quality of services like daily SMS alerts, mail alerts,

stock recommendations etc.

Sharekhan has ability to transfer funds from most banks. Unlike ICICI

Direct, HDFC Sec, etc., so investor not really needs to open an account

with a particular bank as it can establish link with most modern banks.

DISADVANTAGES OF SHAREKHAN:

They charge minimum brokerage of 10 paisa per stock would not let you

trade stocks below 20 rs. (If you trade, you will loose majority of your

money in brokerage).

Lots of hidden rules and charges.

They do not provide facility to book limit order trades during after-hours.

Classic account holders cannot trade commodities.

30

Cannot purchase mutual fund

CH-4 FINDINGS AND INTERPRETATION

The data collected from the customers were systematically applied and they

were presented as tables under various heading in following pages. They are

also arranged in such a way that a detailed analysis can be made so as to

present suitable interpretation

for the same .

Table 1

TABLE SHOWING AGE GROUP OF RESPONDENTS

S. NO AGE NO. OF

RESPONDENT

PERCENTAGE

1 Below 30 years 29 41%

2 30 - 50 years 16 37%

31

3 Below 50 years 15 22%

4 Total 70 100%

The above table indicates that out of the total number of respondents , 41% of

the respondents are below 30 years of age , 37% of the respondents were

between 30 years and 50 years and 22% of the respondents were above 50 years

of age It shows that majority of respondents are below 30 years

Table 2

TABLE SHOWING THE GENDER RATIO OF THE

RESPONDENT

S.NO GENDER NO.OF RESPONDENTS

PERCENTAGE

1 MALE 42 60%

2 FEMALE 28 40%

TOTAL 70 100%

32

The above table indicates that out of the total respondents , 60 % of the

respondents were male and 40% were female.

CHART 1

GENDER RATIO

33

Table 3

EDUCATION QUALIFICATION

S,NO QUALIFICATION NO. OF

RESPONDENT

PERCENTAGE

1 School level 5 7 %

2 Diploma 12 17 %

3 Under graduate 35 50 %

4 Post graduate 18 26 %

34

5 Total 70 100%

The above table shows that out of 70 respondents, 5 have school level

education , 12 have diploma , 35 of them under graduates and 18 of them hold

post graduate level of education.

Table 4

INCOME

S.NO INCOME NO. OF

RESPONDENTS

PERCENTAGE

1 Below 10000 p.m. 18 26%

2 10000-20000 p.m. 40 57%

3 20000-30000 p.m. 11 16%

4 Above 30000 p.m. 1 1 %

35

5 Total 70 100%

The above table indicates that out of the total respondents , 26% of the

respondents had an income below Rs. 10000 per month , 57% of the

respondents had an income in range of Rs. 10000 and Rs. 20000, 16% of the

respondents had an income in range of Rs. 20000 and Rs. 30000, and 1% of

the respondents had an income above Rs. 30000.

Table -5

INDUCING FACTOR

S.NO INDUCING FACTOR NO.OF

RESPONDENTS

PERCENTAGE

1 Friends 40 57%

2 Online advertisement 10 14%

3 Financial consultant 20 29%

36

4 Total 70 100%

The above table indicates that out of the total respondents , 57% of the

respondents were induced by friends into online share trading , 14% of the

respondents were induced by online advertisements, and 29% of the

respondents were induced by financial consultants.

Chart 2

INDUCING FACTOR

37

Table 6

38

INTERNET FACTOR

S.NO INTERNET ACESS

PLACE

NO.OF

RESPONDENT

PERCENTAGE

1 Home 19 27%

2 Stock broker office 33 47%

3 Browsing centre 18 26%

4 Total 70 100%

The above table indicates that out of the total respondent , 27% of the

respondent were accessing internet for share trading at home ,47% of the

respondent were accessing internet for share trading at the stock brokers office,

27% of the respondent were accessing internet for share trading at browsing

centres

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Table 7

TRADING PERIODICITY

SR.NO. TRADING PERIODICITY

NO. OF RESPONDENTS

PERCENTAGE

1 Daily basis 31 14%

2 Weekly basis 20 29%

3 Monthly basis 5 7%

4 Irregular 14 20%

5 Total 70 100%

THE above table indicates that out of the total respondent , 14% of the

respondents were doing online share trading on a daily basis, 29 % of the

respondents were doing online share trading on a weekly basis, 7% of the

40

respondents were doing online share trading on a monthly basis, 20% of the

respondents were doing online share trading on a irregular basis.

Chart 3

TRADING PERIODICITY

41

TABLE 8

SHARE BROKING COMPANY

S.NO SHARE

BROKING

COMPANY

NO. OF

RESPONDENT

PERCENTAGE

1 Anandrathi 12 17%

2 Karvy 18 26%

3 Sharekhan 12 17%

4 Geojit 14 20%

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5 II % FS 11 16%

6 OTHERS 3 4%

TOTAL 70 100%

The above table indicate that out of total respondent , 17% of the respondent

chose Anandrathi as their broker to do online share trading , 26% of the

respondent chose Karvy as their broker to do online share trading , 17% of the

respondent chose Sharekhan as their broker to do online share trading , 20% of

the respondent chose Geojit as their broker to do online share trading , 16% of

the respondent chose IL & FS as their broker to do online share trading ,and 4%

of the respondent chose other firms like motilal as their broker to do online

share trading ,

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Chart 4

SHARE BROKING COMPANY

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Table 9

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INFRASTRUCTURE OPINION

S.NO RATING NO. OF

RESPONDENT

PERCENTAGE

1 Poor 15% 21%

2 Average 20% 58%

3 Good 15% 21%

4 Total 70 100%

The above table indicates that out of the total respondent, 21% of the respondent

rate the Telecommunication and internet facility in Mumbai city as poor, , 58%

of the respondent rate the Telecommunication and internet facility in Mumbai

city as average , 21% of the respondent rate the Telecommunication and internet

facility in Mumbai city as good.

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CHART 5

INFRASTRUCTURE OPINION

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Table 10

BANK RELATED ACTIVITIES

S.NO RATING NO. OF

RESPONDENTS

PERCENTAGE

1 Very good 12 17%

2 Good 33 47%

3 Average 23 32%

4 Satisfactory 2 4%

5 Total 70 100%

48

The above table indicates that out of the total respondent, 17% of the

respondents grade the bank related activities of their share broking company as

very good, 47% of the respondents grade the bank related activities of their

share broking company as good, 32% of the respondents grade the bank related

activities of their share broking company as average, 4% of the respondents

grade the bank related activities of their share broking company as satisfactory.

Chart5

BANK RELATED ACTIVITIES

49

50

CHP 5- SUGGESTION AND

CONCLUSIONS

SUGGESTIONS

Share trading in Sharekhan seems to be good. To improve the volume of share

trade in sharekhan these could be implemented.

Conducting more awareness among the public through local media.

Training camps on the methods of online trade could be conducted.

Telecommunication and internet provision could be further enhanced.

Share trading could be highlighted as a means to earn income for the

commerce graduate.

Housewives could be educated in ladies clubs etc.

CONCLUSIONS

The purpose of this study is well achieved. The day is not far when

there would be free internet access in the city. Its delightful to note that the

investors are eager to be updated about the market situation. Considering the

ongoing trend the infrastructure for online share trading will improve in the city

and there would be hike in volume of share trading.The study has revealed the

nature of share investors , share broking firms and investment atmosphere.

It is good to note that younger generation is more involved in online share

trading.

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Men are more into investment mode.

Post graduate students are more in this study.

People in the beginning of their earning life seem to be more involved in

online share trading.

Married men and women have found online share trading as their source

of extra income.

Friends have been the major inducing factor towards online share trading.

Most of the respondents access the internet at the stock brokers office and

they access it on all business days.

50% of the online share trading respondents here rate the infrastructure

facility in this town as average.

Majority of the respondents grade the bank associated activities of their

online trading site as good.

LEARNINGS

The two month summer training was a good experience for me to learn the

practical aspects of the corporate life.Some of the learning of mine are:

I improved my communication skills by learning how to talk to different

kind of people as it requires the diffent approach to handle each person.

I learnt to how handle the pressure under difficult situations.

I became aware about various aspects of working of stock exchange

I learnt about the consumer perception about the stock market and online

trading.

Patience was the thing I learnt the most as I have to approach the clients

who were to be explained same things again and again while

appraoching or calling them at regular Intervals

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BIBLIOGRAPHY

Books

1.) Dalal street journals stock market book

2.) How to make money trading with charts- Ashwani gujral

Journal and magazines

1) Buisness world

2) Business today

3) Capital market

4) Economic times

Website

1) www.tradersplace.in

2) www.sharekhan.com

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APPENDIX

QUESTIONNAIRE

CUSTOMER SATISFACTION TOWARDS ONLINE

TRADING

1)Name ( )

2) Gender :i)male ( )

ii)female ( )

3)Age i) below 30 ( )

ii) 30-50 ( )

iii) above 50 ( )

4) Educational qualification

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i) school level ( )

ii) under graduate ( )

iii) post graduate ( )

iv) others ( )

5) Income

i) below 10000 ( )

ii)10000-20000per month ( )

iii) above 20000 ( )

6)What induced you to begin online share trading

i) reference by friend ( )

ii) online advertisements ( )

iii) advice by finanacial consultants ( )

7) Were you doing share trading before choosing online

i) yes ( )

ii) no ( )

8) Where do you access the internet

i) home ( )

ii) stock broker office ( )

iii) browsing centre ( )

9) How often do you do online share trading

i) daily basis ( )

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ii) weekly basis ( )

iii) monthly basis ( )

iv) irregular ( )

10) Are you professional trader

i) yes ( )

ii) no ( )

11) which site do u use for trading

i) anandhrati ( )

ii) karvy ( )

iii) sharekhan ( )

iv) geojit ( )

12) Does the site guide you on online trading

i) yes ( )

ii) no ( )

13) Do you feel that there is more transperancy in online share trading

i) yes ( )

ii) no ( )

14)Is commission charged by trading site reasonable

i) yes ( )

ii) no ( )

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15) is online trading simple

i)yes ( )

ii) no ( )

16) Do you feel that trading volume will increase in near future

i) yess ( )

ii) no ( )

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