Customer Satisfaction on Sharekhan

TABLE OF CONTENTS CHAPTER

PARTICULARS LIST OF TABLES

1

LIST OF CHARTS INTRODUCTION 1.1. INDUSTRY PROFILE

PAGE 1 2 4

2.

1.2. COMPANY PROFILE OBJECTIVES

9 17

3.

RESEARCH METHODOLOGY

19

3.1. RESEARCH DESIGN 3.2. SAMPLING DESIGN 3.3. STATISTICAL TOOLS USED

4.

NEED FOR STUDY

23

5

SCOPE OF STUDY

25

6

LIMITATIONS

27

7

ANALYSIS & INTERPRETATION

29

8

FINDINGS

62

9

SUGGESTIONS

64

10

MY EXPERIENCES

66

11

CONCLUSION

73

12

BIBLIOGRAPHY

75

13

ANNEXURE

77

LIST OF TABLES

TABLE NO 1 2 3 4 5 6 7

TITLE AGE LIMIT OF RESPONDENTS GENDER 

PAGE NO 30 32

OCCUPATION OF THE RESPONDENTS ANNUAL INCOME LEVEL OF RESPONDENTS USAGE OF SHAREKHAN SOURCE OF INFLUENCE AWARENESS OF THE PRODUCTS

34 36 38 40 42

MARKET OPPORTUNITIES FOR SHAREKHAN IN 8

9 10 11 12 13 14 15

FUTURE

44

FEATURES OF SAHAREKHAN BASIS OF TRADING COMFORTABLE WITH NEWLY OPENED BRANCHES NO.OF COMFORTABLE RESPONDENTS SATISFICATION LEVEL OF SHAREKHAN BROKERAGE RATE OF THE CHARGES. MAXIMUM RISK READY TO TAKE

46 48 50 52 54 56 58

LIST OF CHARTS

1|Page

CHART NO 1 2 3 4 5 6 7

TITLE AGE LIMIT OF RESPONDENTS GENDER  OCCUPATION OF THE RESPONDENTS ANNUAL INCOME LEVEL OF RESPONDENTS USAGE OF SHAREKHAN SOURCE OF INFLUENCE AWARENESS OF THE PRODUCTS

PAGE NO 31 33 35 37 39 41 43

MARKET OPPORTUNITIES FOR SHAREKHAN IN 8

9 10 11 12 13 14 15

FUTURE FEATURES OF SAHAREKHAN BASIS OF TRADING COMFORTABLE WITH NEWLY OPENED BRANCHES NO.OF COMFORTABLE RESPONDENTS SATISFICATION LEVEL OF SHAREKHAN BROKERAGE RATE OF THE CHARGES. MAXIMUM RISK READY TO TAKE

45

47 49 51 53 55 57 59

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CHAPTER 1  INTRODUCTION   INTRODUCTION 

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 INDUSTRY  INDUSTRY PROFILE  PROFILE 

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1.1 INDUSTRY PROFILE Origin of stock broking in India

The origin of stock broking in India goes back to a time, when shares, debentures and  bonds representing representing title to property property were first issued on the condition of transfer from one  person to another. another. The earliest record of dealings dealings in securities in India is the East India Company’s loan securities. The advent of the companies Act 1850 and subsequent introduction of the principle of  limited liability, made investments in stocks and shares popular. Though stock broking was practiced in Calcutta as early as 1836, the members of the  broking profession profession had neither any code of conduct conduct for their guidance, nor any permanent  place for congregation. congregation. The stock brokers obviously, significant role in the stock market. Stock broker means a memb member er of a reco recogn gnize ized d stock stock excha exchang ngee who who deal dealss in secur securiti ities. es. Until Until 1988 1988,, stock  stock  exchanges were more or less self-regulatory organizations. Their regulations covered the entire gamut of operations of stockbrokers. However, they had not been discharging their  self-regulatory role well, resulting into malpractices in trading, settlement and transfer of  securities. Ever since the Securities and Exchange Board of India (SEBI) assumed the monitoring function of brokers, stock broking is emerging as a professional service in tune with with the the requ require ireme ments nts of matu mature re and and sophi sophisti sticat cated ed stock stock excha exchang nges es in the the coun country try,, replacing its traditional closed character as inherited family business. To act as a broker, broker, certificate of registration registration from the SEBI is mandatory. It is empowered empowered to impose conditions while granting the certificate that as a member of a stock exchange he has to abide its rules, regulations and bye-laws, pay the prescribed fee and take adequate steps for the redressal of investors’ grievances within one month of the receipt of the complaint and keep the SEBI informed about the number, nature and other particular of  such complaints.

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DEPOSITORY PARTICIPANT

A Depository Participant (DP) is described as an agent of the depository. They are the intermediaries between the depository and the investors. The relationship between the DPs and the depository is governed by an agreement made between the two under the Depositories Act. In a strictly legal sense, a DP is an entity who is registered as such with SEBI under the provisions of the SEBI Act. As per the provisions of this Act, a DP can offer offer deposit depository ory-rel -related ated services services only only after after obtaini obtaining ng a certifica certificate te of registrat registration ion from SEBI. SEBI SEBI (D&P (D&P)) Regu Regulat latio ions, ns, 1996 1996 prescr prescrib ibee a mini minimu mum m net net wort worth h of Rs. Rs. 50 lakh lakh for  for  stockbrokers, R&T agents and non-banking finance companies (NBFC), for granting them a certificate of registration to act as DPs. If a stockbroker stockbroker seeks to act as a DP in more than one depository, he should comply with the specified net worth criterion separately for each such depository. depository. No minimum minimum net worth criterion has been prescribed for other categories categories of DPs. However, depositories can fix a higher net worth criterion for their DPs. NSDL requires a minimum net worth of Rs. 100 lakh to be eligible to become a DP as against Rs. 50 lakh prescribed by SEBI (D&P) Regulations. ACTING AS A PRINCIPAL

Stockbrokers also sometimes or exclusively trade on their own behalf, as a principal, speculating that a share or other financial instrument will increase or decline in price. In such cases the term broker makes little sense and the individuals or firms trading in  principal capacity sometimes sometimes call themselves themselves dealers, stock traders or simply traders. [A stock broker is just the main part of being a City Trader. Other types of City Trading include working in the Foreign Exchange.

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STOCK BROKER 

`Investor requires a Stock Broker to buy and sell shares in stock exchanges (BSE,  NSE etc.). Stock Broker Broker is registered member member of stock exchange. exchange. A stock broker broker can register to one or more stock exchanges. Only stock brokers can directly buy and sell shares in Stock Market. An investor must contact a stock broker to trade stocks. Broker charge commissions (brokerages) for their  service. Brokerage is usually a percent of total amount of trade and varies from broker to  broker.  broker. A stock broker is a person or a firm that trades on its client’s behalf, the customer customer tell the  broker what they want to invest in and they will issue the buy or sell order. Some stock   brokers  brokers also give give out financial financial advice. advice. It wasn’t too long ago and investing was very expensive because the customer had to go through a full service broker which would give them advice on what to do and would charge them a hefty fee for it. Now there are a plethora of discount stock brokers. STOCK BROKING SERVICES

A transaction on a stock exchange must be made between two members of the exchange —  an ordinary person may not walk into the Bombay Stock Exchange (for example), and ask  to trade stock. Such an exchange must be done through a broker. There are three types of stock broking service. •

Exec Execut utio ion-o n-onl nly, y, which which means means that that the the brok broker er will will only only carry carry out out the the clien client's t's instructions to buy or sell.

•

Advisory dealing, where the broker advises the client on which shares to buy and sell, but leaves the final decision to the investor.

•

Discreti Discretionar onary y dealing dealing,, where where the stockbr stockbroke okerr ascertai ascertains ns the client's client's investm investment ent objectives and then makes all dealing decisions on the client's behalf.

In addition to actually trading stocks for their clients, stock brokers may also offer advice to their clients on which stocks, mutual funds, etc. to buy.

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VARIOUS STOCK BROKING COMPANIES IN INDIA

ICICIDirect ShareKhan Indiabulls 5Paisa Motilal Oswal Securities HDFC Securities Reliance Money IDBIPaisaBuilder  Religare Geojit

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COMPANY PROFILE 

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1.2 COMPANY PROFILE SHAREKHAN LTD

Sharekhan is leading India-based financial services group, part of  Citi Financial Ltd that offers offers Institut Institution ional al Equitie Equitiess and Investm Investment ent Bankin Banking g services services.. Sharek Sharekhan han deals deals online online trading with products like equities, derivatives, mutual funds and portfolio management. Sharekhan’s online trading and investment site www.sharekhan.com was launched in 2000. Sharekhan’s Sharekhan’s ground network includes over Sharekhan has over 679 branches in 234 cities and about six lakh trading members. Sharekhan has won the prestigious Consumer Vote Awards 2005 for the Most Preferred Stock Broking Brand in India, in the Investment Advisors category.  Name of the company company was changed changed from SSKI Investor Investor Services Services Private Limited Limited to Sharekhan Private Limited on 4th October 2005. Sharekhan has won the prestigious Awaaz Consumer Vote Awards 2005 for the Most Preferred Stock Broking Brand in India, in the Investment Advisors category. Sharekhan Limited was promoted by Mr. Shripal S Morakhia and Mr. Shreyas S Morakhia. It was established in 1999-2000. It is currently amongst India's largest broking house. It is a member of the Stock Exchange, Mumbai. It is a depository participant of the National Securitie Securitiess Deposi Depository tory Limited Limited and Central Central Deposit Depository ory Service Servicess (India) (India) Limited Limited.. Its  business includes includes stock broking, broking, depository depository services, portfolio portfolio management management and derivatives. The Company's core specialty lies in its retail distribution with a large network of branches and sub-brokers/ authorized persons. Its strength lies in its investment research capabilities. Its research research divisio division n has several several analyst analystss continu continuous ously ly monitor monitoring ing global global,, nationa nationall and region regional al polit politica ical, l, econ econom omic ic and and socia sociall situa situatio tions ns so as to asses assesss their their impac impactt on the the economy economy in general, general, the sectors and companies they research which helps them in offering quality research and advice to clients. Presently Citigroup is holding 75% and IDFC 12% of the paid up equity capital of the

Company and the Employees own the rest i.e. 13%.

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FEATURES OF SHAREKHAN LTD: •

Multiple exchanges on a single screen

•

Intra-day calls and flash news

•

Historical charts with technical tools

•

Streaming quotes

•

24x7 web enabled back – office

•

Auto pay-in of shares

•

Online transfer of funds

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

Sharekhan offers discretionary PMS to investors in order to assist them in managing their  funds amidst continuous changing market dynamics and increase complexities of investing. Investing in equity, markets require in-depth knowledge and thorough analysis coupled with with clear clear underst understand anding ing of domest domestic ic and internat internationa ionall econom economies. ies. Investo Investors rs need need the services of an expert to manage their funds and deliver good returns in diverse market conditions. Continuous wealth creation with an emphasis on capital preservation in today’s complex markets. In order to systematically diversify the holdings of clients across varied sectors and with an intention to give them handsome returns.

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 Mutual Fund Distribution Distribution & Advisory:

To enable clients to diversify their investments in their direction, Sharekhan Sharekhan Ltd has added another product in its range with mutual funds: 

Customized investments solutions based individual financial goals aligned with your risk appetite



Access to in-depth research & proper selection from diversified funds based on your preferred criteria



Customized reports at desired frequency



Ratings and rankings of all MF from our in-house expert analysts



Current and historical performance of different funds enabling comparisons

 

 News and and alerts for for concern concern Portfolio Portfolio and performance performance tracking tracking with with watch lists Online Online MF applicat applications ions// online online order order status status trackin tracking/ g/ online online updatin updating g of unit holdings at latest NAV/ online dividend payout & reinvestment facility.

 Brokerage:  Brokerage:

Some stock trading companies charge direct percentage while others charge a fixed amount  per Rs100. Rs100. Sharekhan Sharekhan charges charges 0.5% for delivery trading and 0.1% for intra day or one could say Sharekhan charges 50 paisa per Rs 100. To sum up, Sharekhan brings to the customer, a user- friendly online trading facility, coupled with a wealth of content that will help them stalk the right shares . Sharekhan's equity related services include trade execution on BSE, NSE, Derivatives, commod commoditie ities, s, deposit depository ory services services,, online online trading trading and investm investment ent advice. advice. Trading Trading is available in BSE and NSE. Along with Sharekhan.com website, ShareKhan has around 679 offices (share shops) in 234 cities around the country.

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SERVICES OF SHAREKHAN:

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PRODUCTS OF SHAREKHAN  ShareKhan  ShareKhan Classic account  account 

Allow investor to buy and sell stocks online along with the following features like multipl multiplee watch watch lists, lists, Integrat Integrated ed Banking Banking,, demat demat and digital digital contrac contracts, ts, Real-tim Real-timee  portfolio  portfolio tracking tracking with price alerts alerts and Instant Instant credit credit & transfer. transfer. a. Online Online trading trading accoun accountt for investin investing g in Equities Equities and Derivat Derivative ivess  b. Free trading trading through through Phone Phone (Dial-n-Tra (Dial-n-Trade) de) •

Two dedicated numbers for placing your orders with your cell phone or 

landline. •

Automatic funds transfer with phone banking (for Citibank and HDFC

 bank custome customers) rs) •

Simp Simple le and and Secu Secure re Inte Interac ractiv tivee Voice Voice Respo Response nse based based syste system m for  for 

authentication •

get the trusted, professional advice of our telebrokers

•

After hours order placement facility between 8.00 am and 9.30 am

c. Integrat Integration ion of: of: Online Online tradi trading ng + Bank Bank + Demat Demat accou account nt d. Instant Instant cash cash transfer transfer facility facility against against purch purchase ase & sale of shares shares e. IPO IPO inve invest stm ments ents f. Instant Instant order order and and trade trade confir confirmat mations ions by e-mail e-mail g. Single Single screen screen interf interface ace for for cash and and deriva derivative tivess

2. ShareKhan Speed Trade account 

This accounts for active traders who trade frequently during the day's trading session. Following are few popular features of Speed Trade account. h. Single screen interface interface for cash cash and derivatives derivatives i. Real-time streaming quotes quotes with Instant Instant order order Execution Execution & Confirmation Confirmation  j. Hot keys keys similar to a traditional traditional broker broker terminal terminal k. Alerts Alerts and and remin reminder derss l. Back-up facility to place place trades trades on Direct Direct Phone Phone lines lines

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WHY YOU SHOULD CHOOSE SHAREKHAN Experience: More than Eight decades of trust and credibility in the Indian Stock Market. Technology: Buy and sell of shares through Online services. Accessibility: Ground Network of 234 share shops. Knowledge: In a business where the right information at the right time can translate into

direct profits, you can access to a wide range of information on our content-rich portal www.Sharekhan.Com You will also get a useful set of knowledge based tools that will empower you to take informed decisions. Convenience: You can call our Dial-n-trade number to get Investment advice and execute

your transactions (Buy & Sell Orders).We have a dedicated call center to provide this service via a to free number from any where in India. Customer service: Our customer service team will assist you for any help that you need

relating to transactions, billing, De-mat and other queries. Our customer services can be contacted via a toll-free number, email or live chat on sharekhan.com Investment Advice: Sharekhan has dedicated research teams for fundamental and

technical research (like Pre-Market report, Post market reports) Our analyst constantly track the pulse of the market and provide timely investment advice to you in the form of daily research emails ,online chat, printed reports and SMS on your   phone.

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 Advantages of Sharekhan: Sharekhan:

1. Online trading trading is very user user friendly friendly and one doesn't doesn't need need any software software to access. 2. They They provid providee good good quality quality of servic services es like daily daily SMS SMS alerts alerts,, mail mail alerts alerts,, stock  stock  recommendations etc. 3. Share Sharekh khan an has abilit ability y to transf transfer er funds funds from most banks. banks. Unlik Unlikee ICIC ICICII Direc Direct, t, HDFC Sec, etc., so investor not really needs to open an account with a particular   bank as as it can establish establish link link with most modern modern banks. 4. Sharek Sharekhan han has provide provided d every custome customerr with software software called called “TRADE “TRADE TIGER”, TIGER”, which enables the user to know various things about the market such as market dept depth, h, the live live marke markett scree screen n need need not be refre refreshe shed, d, comp compara arativ tivee chart chartss are are available for every share etc. 5. One One anot anothe herr featu feature re of the the trade trade tiger tiger is the visib visibili ility ty of the commo commodi dity ty market market along with the share market. 6. All All accou account ntss in share share khan khan will will be opene opened d with within in three three work working ing days, days, once the customer duly completed the registration procedure.  Disadvantages  Disadvantages of Sharekhan: Sharekhan:

1. They They charge charge minim minimum um broke brokerag ragee of 10 paisa paisa per stock stock woul would d not not let you trade trade stocks below Rs.20. 2. Classic Classic accoun accountt holders holders canno cannott trade trade commodi commodities ties.. 3. The numbe numberr of branche branchess should should increas increasee to cast a wider wider net. net.

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CHAPTER 2 OBJECTIVES 

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OBJECTIVES PRIMARY OBJECTIVE 

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



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

SECONDARY OBJECTIVE 

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



To identify the need of the customers.



To give suggestion to company in order to improve the satisfaction.

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CHAPTER 3  RESEARCH METHODOLOGY  METHODOLOGY 

RESEARCH METHODOLOGY

Research methodology is way to systematically solve the research problem. Research, in commo common n terms terms refers refers to a search search for knowle knowledge dge.. Researc Research h method methodolo ology gy consist consistss of  different steps that are generally adopted by a researcher to study the research problem along with the logic behind them.

3.1 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 as secondary sources.

Primary data: Data collected for specific purposes in the form of questionnaire

Secondary data: Data existing in the form of Books, Internet, Catalogues etc.

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3.2 SAMPLING DESIGN:

Definition of population: All the customers of share khan.

Sampling procedure: A non probability sampling technique is adopted.

Sampling size: A sample of 300 customers was selected from the target population for the

study.

RESEARCH METHODOLOGY: Research design

: descriptive in nature.

Data source

: data collected from primary and secondary sources.

Primary data

: primary data is collected from the respondent through

these structured questionnaires.

SAMPLING DESIGN: Sample size

: 300

Samplin Sampling g proc procedu edure re

: Convenience sampling

Statistical tool

: Percentage method, mean, chi-square test.

STATISCAL TOOLS:

For For the purp purpose ose of analy analysis sis,, Mean Mean and and perce percent ntag agee metho methods ds are used used for for the calculation and the result was interpreted. This test was used to minimize the error of the data data colle collecte cted. d. Grap Graphs hs were were used used to repre represe sent nt the data data for for the the bette betterr and accura accurate te interpretation of the result.

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3.3 STATISTICAL TOOLS USED:

Sample tools are used for analyze purpose, they are follows: 1. Perc Percen enta tage ge anal analys ysis is 2. Mean me method hod. 3. Chi-s hi-sq quare uare tes test. t.

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

CHI-SQUARE TEST ANALYSIS:

Chi-square Chi-square test is used to find whether two or more attributes attributes are associated. In order to test the association of the attributes, null hypothesis and the alternate hypothesis are taken. Null hypothesis (HO) states: the two attributes are independent of each other.alternete hypothesis (HI) states: the two attributes are dependent on each other.

PERIOD OF STUDY:

The duration of the study is from February to May.

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CHAPTER 4  NEED FOR STUDY  STUDY 

NEED FOR STUDY

Good customer service is the lifeblood of any business. You can offer   promotions  promotions and slash prices prices to bring bring in as as many new customers customers as you want, want, but but unless 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 along to others, who may then try the product product or service you offer for themselves themselves and in their turn become repeat customers.

Customer Customer satisfaction is very important because, because, the customer is sati satisf sfie ied d when when only only the the prod produc uct/ t/se serv rvic icee meet meetss the the cust custom omer er’s ’s need needs, s, want wants, s, and and expectations. To further understand customer satisfaction, we must take a deeper look at the levels of specific 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 identi identify fy custo custome merr prefe prefere rence nce over over vario various us produ products cts so that that they they can can impl implem emen entt measures to enhance customer satisfaction levels and to attract potential Customers. Hence a study has been undertaken on customer satisfaction.

The project aims at studying the customer satisfaction towards Share khan in terms of opening a d-mat account, customer services provided to them, online trading,  brokerage  brokerage commission, commission, etc. etc. It would would include include identifying identifying the various various groups groups of satisfied and 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

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any further plans that would help share khan in exceeding customer expectations will also  be identified. identified. It would would help help the company company to improve improve its CRM practices. practices.

CHAPTER 5

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 SCOPE OF STUDY  STUDY 

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 expectations of the customers customers and serve better.



It will also provide future growth opportunity.



It will improve the awareness of various products of sharekhan.

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CHAPTER 6 

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 LIMITATIONS   LIMITATIONS 

LIMITATIONS



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



The sample size is only 300 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 7 

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 ANALYSIS & INTERPRETATION  INTERPRETATION 

ANALYSIS & INTERPRETATION INTERPRETATION AGE LIMIT OF RESPONDENTS Table-1 S.No.

Particulars

No. of Respondents

% of Respondents

1

Below 30

79

26.3%

2

30-40

95

31.7%

3

41-50

77

25.7%

4

Above 50

49

16.3%

Total

300

100%

INTERPRETATION:

This table shows that 31.7% of the respondents belongs to the age of (30-40) followed followed by 26.3% 26.3% of the respondents respondents belongs to the age of below 20.The 20.The least number of respondents 16.3% belongs to the age group above 50.

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AGE LIMIT OF RESPONDENTS Chart-1

16%

26% below30 30-40 41-50 above50

26% 32%

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GENDER  Table-2 S.NO

Particulars

No.of.Respondents

% of Respondents

1

Male

212

70.7%

2

Female

88

29.3%

Total

300

100%

INTERPRETATION:

70.7% of the respondents are male and remaining 29.3% are female.

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GENDER  Chart-2

29% male female 71%

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OCCUPATION OF THE RESPONDENTS Table-3 S.NO

Particulars

% of the respondents

Self-employed

No of the respondents 75

1 2

Private employee

164

54.7%

3

Govt.employee

36

12%

4

student

25

8.3%

Total

300

100%

25%

INTERPRETATION:

This table shows that 54.7% of the respondents are private employee followed by 25% are self-employed and the minimum respondents 8.3% are students.

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OCCUPATION OF THE RESPONDENTS Chart-3

8% 12%

25% self-employed private employee govt.employee student

55%

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ANNUAL INCOME LEVEL OF RESPONDENTS Table-4 S.NO

Particulars

No.of.particulars

% of the Respondents

1

Below 5 lakhs

56

18.7%

2

5 lakhs to 10 lakhs

95

31.7%

3

10 lakhs to 15 lakhs

88

29.3%

4

Above 15 lakhs

61

20.3%

Total

300

100%

INTERPRETATION:

This table shows that 31.7% of the respondents comes under the income level of 5 to 10 lakhs followed by 29.3% comes under the income level of 10 to 15 lakhs and 20.3% of the respondents income are 15 lakhs. The least no of the respondents 18.7% comes under the income level below 5 lakhs.

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ANNUAL INCOME LEVEL OF RESPONDENTS Chart-4

100 80 60 40 20

31.7%

no.of  particulars 29.3%

18.7%

20.3%

% of the respondents

0 Be low 5 lakhs

5 -10 lakhs

10-15 lakhs

Above 15 lakhs

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USAGE OF SHARE KHAN

Table-5

S.No

Particulars

No. Of Respondents

% of respondents

1

Below 3 years

124

41.3%

2

3-6 years

92

30.7%

3

More than 6 years

84

28%

Total

300

100%

INTERPRETATION:

From the above table it shows that 41.3% of the respondents are using using share sharekha khan n for 3 year yearss and and 30.7 30.7% % of the respo respond nden ents ts are using using for 3-6 3-6 years years.. Remaining 28% of the respondents are using for more than 6 years.

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USAGE OF SHAREKHAN

Chart-5

28%

41% Below 3 years 3-6 years more than 6 years

31%

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SOURCE OF INFLUENCE

Table-6

S.NO

Particulars

No. Of respondents

% of respondents

1

Advertisement

64

21.3%

2

Internet

106

35.3%

3

Friends

72

24%

4

Individual preference

58

19.3%

Total

300

100

INTERPRETATION:

This table shows that 35.3% of the respondents influenced influenced by internet followed by 24% of the respondents are by friends and 21.3% influenced by advertisement.

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SOURCE OF INFLUENCE

Chart-6

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120 100 80 60 35.3%

40

24%

21.3%

19.3%

20 0 Adve rtis e me nt

Inte rne t

No.of No.of respon espondent ents

Frie nds

Individual preference

% of resp respon ond dent ents

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AWARENESS OF THE PRODUCTS

Table-7

S.No

Particulars

No. of Respondents

% of Respondents

1

Yes

227

75.7%

2

No

73

24.3%

Total

300

100%

INTERPRETATION:

The above table shows that the 75.7% of the respondents are aware of the sharekhan products and remaining 24.3% of the respondents not aware of some  products.  products.

AWARENESS OF THE PRODUCTS

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Chart-7

24%

Yes No

76%

MARKET OPPORTUNITIES FOR SHAREKHAN IN FUTURE

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Table-8

S.NO

Particulars

No. Of Respondents

1

Excellent

108

2

Good

93

3

Better

76

4

Worse

23

Total

300

Mean= ((108*4) + (93*3) + (76*2) + (23*1))/300

=886/300 =2.95

INTERPRETATION:

A majority of the respondents (2.95) said that the opportunities for  sharekhan will be good in future.

MARKET OPPORTUNITIES FOR SHAREKHAN IN FUTURE

Chart-8

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23

108 76

excellent good better worse

93

FEATURES OF SAHAREKHAN

Table-9

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S.NO

Particulars

No. Of respondents

% of respondents

1

Time management

46

15.3%

2

Better service

98

32.7%

3

Easy Accessibilities

74

24.7%

4

Customer satisfaction

62

20.7%

5

All the above

20

6.6%

Total

300

100%

INTERPRETATION:

The above table shows that 32.7% of the respondents felt that better  service is provided, 24.7% of the respondents said that easy accessability.20.7% of the respondents said they are fully satisfied and remaining 6.6% of the respondents satisfied with all the above features.

FEATURES OF SAHAREKHAN

Chart-9

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120 100 80 60 40 20

32.7%

24.7%

15.3%

20.7% 6.6%

0 Time management

Be tte r s e rvice

Eas y Accessibilities

No.of No.of respon espond dents ents

Customer satisfication

All the above

% of resp respon ond dent ents

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BASIS OF TRADING

Table-10

S.NO

Particulars

No. Of respondents

% of respondents

1

Market tips

118

39.3%

2

Newspaper

64

21.4%

3

Technical/fundamental

79

26.3%

4

analysis Others

39

13%

Total

300

100

INTERPRETATION:

The above table shows that 39.3% of the respondent’s trade under market tips, 26.3% of the respondents respondents trade under technical & fundamental fundamental analysis and remaining 13% of the respondents trade under different sources.

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BASIS OF TRADING

Chart-10

140 120 100 80 60 39.3% 40 26.3%

21.4%

20

13%

0 Mark et ti ps

News paper

Techi ni cal/ Fundamental analysis

Others

% of respondents

COMFORTABLE WITH NEWLY OPENED BRANCHES

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Table-11

S.No

Particulars

No. of Respondents

% of Respondents

1

Yes

207

69%

2

No

93

31%

Total

300

100%

INTERPRETATION:

The table shows that 69% of the respondents comfortable comfortable with newly opened branches and remaining 31% of the respondents are not comfortable with that.

COMFORTABLE WITH NEWLY OPENED BRANCHES

Chart-11

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31%

Ye s No

69%

NO.OF COMFORTABLE RESPONDENTS

Table-12

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S.NO

Particulars

No. Of respondents

% of respondents

1

Easy accessibility

129

43%

2

Better service

68

22.6%

3

Product range

74

24.7%

4

Others

29

9.7%

Total

300

100%

INTERPRETATION:

The above table shows that 43% of the respondents are comfortable with easy accessibility.24.7% of the respondents are comfortable with the product range and remaining 22.6% of the respondents are comfortable with better services.

NO.OF COMFORTABLE RESPONDENTS

Chart-12

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140 120 100 80 60

43%

40

22.6%

24.7% 9.7%

20 0 Eas y acce s s ibity

Be tte r se rvice No.of No.of respon espond dents ents

Product range

Othe rs

% of respon espond dents ents

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SATISFICATION LEVEL OF SHARE KHAN

Table-13

S.NO

Particulars

No. Of Respondents

1

Highly satisfied

93

2

Satisfied

144

3

Highly dissatisfied

42

4

Unsatisfied

21

Total

300

Mean = (93*4) + (144*3) + (42*2) + (21*1)/300

=909/300 =3.03

A majority of the respondents (3.03) are satisfied with the services provided by share khan

SATISFICATION LEVEL OF SHAREKHAN

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Chart-13

Unsatisfied

Highly dissatisfied

Highly satisfied

Satisfied

Highly sat satisfi sfied

Satisfi sfied

Highly di dissat ssatisfi sfied

Unsat satisfi sfied

BROKERAGE RATE OF THE CHARGES

Table-14

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S.NO

Particulars

No. Of Respondents

1

Very high

108

2

High

87

3

Moderate

84

4

Low

21

Total

300

Mean = (108*4) + (87*3) + (84*2) + (21*1)/300

=882/300 =2.94

A majority of the respondents (2.94) said that the brokerage rate is moderate.

BROKERAGE RATE OF THE CHARGES

Chart-14

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120 100 80 60 40 20 0 Ve ry high

High

M ode rate

Low

No.of re spondents spondents

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MAXIMUM RISK READY TO TAKE

Table-15

S.NO

Particulars

No. Of respondents

% of respondents

1

0-10%

119

39.7%

2

10-20%

65

21.7%

3

20-50%

79

26.3%

4

More than 50%

37

12.3%

Total

300

100%

INTERPRETATION:

The table shows that up to 10% of the respondents are ready to take take 39.7 39.7% % of risk. risk.26 26.3 .3% % of the respon responde dents nts are ready ready to take take risk risk up to 50% 50% and and remaining 12.3% of the respondents are ready to take more than 50% of risk.

MAXIMUM RISK READY TO TAKE

Chart-15

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120 100 80 60

39.7%

40

26.3%

21.7%

12.3%

20 0 0-10%

10-20% No.of No.of respon espond dent ents

20-50%

M ore than 50%

% of respon espond dent ents

Ho:-There Is No Relationship between Age and Risk Taking

Risk  Taking/Age 0-10%

20-30 31

31-40 43

41-50 27

>50 18

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10-20% 20-50% More than

19 15

15 24

18 25

13 15

65 79

50% Total

14 79

13 95

10 80

46

37 300

E(11)= (119*79)/300=31.3 E(12)=(119*95)/300=37.7 E(13)=(119*80)/300=31.7 E(14)=(119*46)/300=18.3 E(21)=(65*79)/300=17.1 E(22)=(65*95)/300=20.6 E(23)=(65*80)/300=17.3 E(24)=(65*46)/300=9.6 E(31)=(79*79)/300=20.8 E(32)=(79*95)/300=25.0 E(33)=(79*80)/300=21.1 E(34)=(79*46)/300=12.1 E(41)=(37*79)/300=9.7 E(42)=(37*95)/300=11.7 E(43)=(37*80)/300=9.9

OI 31 43 27 18 19 15 18 13

EI 31.3 37.7 31.7 18.3 17.1 20.6 17.3 9.6

(OI-EI)^2/EI 0.002875399 0.745092838 0.696845426 0.004918033 0.21111111 1.5223301 0.0283237 1.20416667

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15 24 25 15 14 13 10

20.8 25 21.1 12.1 9.7 11.7 9.9 TOTAL

1.61730769 0.04 0.72085308 0.69504132 1.90618557 0.14444444 0.84949495 10.38899

Hence the calculated value of χ2 =10.38899

Degrees of freedom = (4-1) (4-1) =9

The table value of χ2 for nine degrees of freedom at 5 percent level of significance is16.919.

The calculated value of χ2 is less than the table value and is considered as insignificant. The null hypothesis is rejected and the alternate hypothesis is accepted and hence there is relationship between age and risk taking.

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CHAPTER 8 FINDINGS 

FINDINGS:



31.7% of the respondents belong to the age of (30-40).



70.7% of the respondents are male and remaining 29.3% are female.



35.3% of the respondents influenced by internet.



75.7% of the respondents are aware of the sharekhan products.



39.3% of the respondent’s trade under market tips.



32.7% of the respondents felt that better service is provided



A majority of the respondents (2.94) said that the brokerage rate is moderate. 63 | P a g e



A majority of the respondents (3.03) are satisfied with the services provided by sharekhan.



54.7% of the respondents are private employee.



24.3% of the respondents not aware of some products.



43% of the respondents are comfortable with easy accessibility.



39.7% of the respondents are ready to take risk up to 10%.



Dial and trade services are best according to the customers.



The trading software is friendly user to the customers.



Research reports and script recommendations are being provided.



Sharekhan website provides the best outlook to the new investors.



The brokerage rate is high as compared to the other broking firms.

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CHAPTER 9 SUGGESTIONS

SUGGESTIONS



From the study it was found that the level of awareness is high and to get more awareness, the company can do more advertisement through internet, brochures etc…



The brokerage rate is high. So the company can decrease the charges for brokerage, along with the other services than before. This will helpful to get more investors.

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

The company should more concentrate to the age group of 30-40.so that they will invest more than before.



The company can provide more market tips through SMS.



From the study it was found that the market opportunity for sharekhan will be excellent in future.



It was found that the exiting customers were not aware of the new products launched. So the company should deliver the message about the new products launched.



Increase the level of employees (relationship (relationship manager, sales executives) executives) to achieve more targets.



Various sales promotion techniques can be introduced.

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CHAPTER CHAPTER 10  MY EXPERIENCES  EXPERIENCES 

Sales and marketing 

When the internship took off, to understand the different tasks of a marketing

 person and that that of a group group was was the crux. crux.



The driving force or the soul of any company like share khan is sales along with the actual processes that come with the marketing mix.



The real building blocks of sales are the 3 c’s which are Coax, convince and customer. The customer is the essential ingredient in this mix.

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

In an era where a large number of companies are trying to outsell each other, the innovation in terms of sales has increased manifold and in order to jet past the rest selling has become creative.

Why it is important for a marketing intern to learn the nuances of sales



The backbone of both the marketing and the internship starts off with sales and

thus in terms of growth the marketing team has to exhibit its capabilities in terms of  sales.



The creativity involved in marketing has to be applied to sales in terms of 

achieving numbers along with the other attributes associated with it.



Finally, the whole process of convincing a customer, understanding his needs

ends with selling a product.



A product cannot be sold without a customer and a customer cannot be found

without a customer database, so the process is initiated by building a customer  database.

Building and Expanding Customer Database:



To sell a product one has to build a customer database so as to pursue potential customer and every customer added to the company is a small victory in itself.



There were several ways to expand the customer database. One was to give out  pamphlets  pamphlets which which was distribute distributed d all across across the city either by by setting up Vantage points or in IPL matches which was an ideal time to connect with people.

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

The customer database expanded everyday and the next phase was to convince any of these customers into opening an account.



Making calls to all the customers was a responsibility that was taken up everyday regardless of field work.



The calls made were an integral part of the project as the ability to convince a customer was increasing with every call.



There were customers who put an end to a call abruptly and there were others who listened to what was being said but finally did not agree to open an account.



The company had several plans for customers to work with, so the customer had to  be explained explained about about all the the intricacies intricacies of it and and convince convince him that it in fact was the  best plan that has ever been been offered. offered.



As the internship progressed, there were several ideas that started flowing into selling to expand the companies’ products.



The ideas were more on the lines of building a stronger customer database which in turn had lead to more customers.



One of those ideas was to visit a college and conduct a seminar about the services offered by share khan. The college visit was an eye opener to know the mood mood of a student towards d-mat accounts and online share trading.

New packages newer customers: 

The internship entered its second month and there was a lot of festivity and to savor  them the company introduced new plans and packages.

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

The plans were to reduce the brokerage commission for an account in intra day trading and there were other packages as well but this generated a lot of interest.



Smart packaging of this product led to increase in sales as this was one of the lowest commissions offered in the market.



 New packages packages meant meant newer newer customers, customers, while while expanding expanding the customer customer database database was a pretty useful as it meant more people to be convinced and the conversion rate was higher than expected during this period.



Higher conversion rate is the higher rate of conversion of calls to customers.



The idea of putting forward some of these plan to relatives and friends who were among potential customers worked.



The discussions everyday with the city sales manager and the assistant manager on how to improve the sales were of prime importance as it helped as to how the  pressures of targets targets should be withstood. withstood.

.

Experiences: Ground level 

As each week passed by the experiences of meeting customers at ground level was refreshing as each person had a thing or two to say.



One had to put up with all the positive and negative feedback about the company and put things into perspective for the customers.



The negative feedback shall be reported back to the company in a step to improve on specific areas 70 | P a g e



So, sales was not just about selling products or services but also taking responses from customers.



All the endurance test had to be passed at the ground level and it had all the makings of a grueling period of sales and one that would be put right on track for a hard term of corporate life which is to follow.



Parks, stadiums, clubs, and malls everything was to put under the scanner for  clients and to add to the growing list of customers.



It was not just people who were working that were the focus but also students,  business people also were were potential potential targets. targets.



It was a big learning curve as each customer passed by and all the different ways to talking to a customer was learnt.



Some experience’s that one had to go through was sometimes grueling as some customers were very hard to convince.



As days went by it was a tough task to find new customers and add to the customer  kitty and new targets had to be achieved.

Interactions and improvements 

All the different promotional activity that will help in sales was discussed with the city sales manager.



The target was kept in mind or was the primary focus of discussion with the assistant manager.



Also to have an in-depth understanding of the company there was an interaction session with all the staff of share khan.

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

The interaction had gone long away in improving the convincing abilities of a  beginner  beginner in sales.



The know-how of product and services of share khan went a long way in achieving targets.

Process of opening an account The process of opening of opening a d-mat account: a) A form has to be filled with all all the details details about the customer customer along along with with his signature. b) The customer’s address proof, photo id proof, pan card is collected. c) Three check leafs duly signed by the customer is also needed.

The above three steps are standard procedures that have to be followed while opening an account.

Best Trainee Award 

Once I got to terms of sales and marketing and in which I learnt a lot about and it was all about long term targets now.

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

The target was to achieve an award for the best trainee the company has ever had, it was that motive that kept me going along with the motivation given by the faculty and company guides as well.



I had become well versed with the services and wanted to achieve something and I had the best trainee award within sight.



The magic number to receive the award was “28” but I have gone two steps further  in attaining “30”customers and thereby in turn getting the award.

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CHAPTER CHAPTER 11 CONCLUSION 

CONCLUSION

Online trading services services have cast a spell on the Customers due to better  online services, easy accessibility and time management.

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

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

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CHAPTER CHAPTER 11  BIBLIOGRAPHY   BIBLIOGRAPHY 

BIBLIOGRAPHY

(i) Share Khan Customer Customer database. (ii) Internet search engine. 76 | P a g e

(iii) http://www.sharekhan.com

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CHAPTER CHAPTER 12  ANNEXURE   ANNEXURE 

ANNEXURE

QUESTIONNAIRE

Dear Respondent, 78 | P a g e

I am vinod kumar, M.B.A student of IBS, HYDERABAD. I am doing a  project work work titled titled “Customer satisifaction towards Share Khan Ltd ”. I kindly request you to fill this questionnaire.

1. Name Name:: ___ _____ ____ ____ ____ ____ ____  __  2. Age: (a) 20-30

(b) 31-40

(c) 41-50

(d) 50 and Above

3. Gender: (a) Male

(b) Female

4. Occupatio tion: (a) (a) Se Self Emplo ployed

(b) (b) Pr Priva ivate Emplo ployee (c) (c) Go Govt. Em Emplo ployee

(d) (d) St Student

5. Inco Income me per per Ann Annum um (a) 1 Lakh to 5 Lakhs

(b) 5 Lakhs to 10 Lakhs

(c) 10 Lakhs to 15 Lakhs

(d) 15 Lakhs & above

6. How long you been using this Sharekhan?

(a) Below 3 years

(b) 3-6 years

(c) More than 6 years

7. From From where where you come come to know know abou aboutt share share khan? khan? (a) Ad

(b) internet

(c) Friends

(d) Word of mouth

8. Are you you aware aware of the produ products cts offere offered d by Share Sharekha khan? n? (a) Yes

(b) No

9. What will be be the market opportunities opportunities for Sharekha Sharekhan n in future? (a) Excellent

(b) Good

(c) Better

(d) Worse

10. By what feature Sharekhan Sharekhan different from competitor? competitor? (a) Time Management

(b) Better Service

(c) Easy Accessibility

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(d) Customer Satisfaction

(e) All the above

11. On what basis do you trade? (a) Marke Markett tips tips

(b) news newspap paper er

(c) techn technica ical/ l/fun funda dame ment ntal al analy analysis sis

(d) Others. 12. Are you comfortable with the newly opened Share khan branches at your your near place opened than before? (a) Yes

(b) No

13. If Yes, Yes, because because of  (a) (a) Easy accessibility

(b) Better Service

(c) (c) Product Range

(d) Others 14. If No, No, Why? Why?  __________  _______________ _________ ________ _________ __________ _________ ________ _________ __________ _________ ________ _________ ________  ___   __________  _______________ _________ ________ _________ __________ _________ ________ _________ __________ _________ ________ _________ ________  ___   __________  _______________ _________ ________ _________ __________ _________ ________ _________ __________ _________ ________ _________  _____ 

15. How do you feel feel about the services provided provided by Share khan? khan? (a) Highly Satisfied

(b) Satisfied

(c) Highly Dissatisfied

(d) Unsatisfied

16. How do you feel about the brokerage rate charged by Share khan?

(a) Very High

(b) High

(c) Moderate

(d) Low

17. What is the maximum risk that you are ready to take?

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(a) Up to 10%

(b) 23%

(c) 50%

(d) above 50%

18. Suggestions for future development.

 __________  _______________ _________ ________ _________ __________ _________ ________ _________ __________ _________ ________ _________ ________  ___   __________  _______________ _________ ________ _________ __________ _________ ________ _________ __________ _________ ________ _________ ________  ___   __________  _______________ _________ ________ _________ __________ _________ ________ _________ __________ _________ ________ _________  _____ 

THANK YOU.

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