INTRODUCTION

A stock exchange is a place or organization by which stock traders

(people and companies) can trade stocks. Companies may want to get their
stock listed on a stock exchange. Other stocks may be traded "over the counter",
that is, through a dealer. A large company will usually have its stock listed on
many exchanges across the world.
A stock market or equity market is the aggregation of buyers and sellers (a
loose network of economic transactions, not a physical facility or discrete entity)
of stocks (also called shares); these may include securities listed on a stock
exchange as well as those only traded privately.
Securities market has essentially three categories of participants namely
the issuer of securities, investors in securities and the intermediaries and two
categories of products, the services of the intermediaries the securities including
derivatives. The securities market has two interdependent and inseparable
segments the new issue (primary market) and the stock (secondary market). The
primary market provides the channel for sale of new securities while the
secondary market deals in securities previously issued.

1
Sharekhan BNP company Profile

Sharekhan ltd is the largest standalone retail brokerage in the country and
the third largest in terms of customer base after ICICI Direct and HDFC
Securities. Sharekhan is one of the pioneers of online trading in India. It offers a
broad range of financial products and services including securities brokerage,
mutual fund distribution, loan against shares, ESOP financing, IPO financing and
wealth management.
Sharekhan ltd. is an equities focused organization tracing its lineage to
SSKI, a veteran equities solutions company with over 8 decades of experience in
the Indian stock markets.
If you experience our language, presentation style, content or for that
matter, the online trading facility, you'll find a common thread; one that helps you
make informed decisions and simplifies investing in stocks. The common thread
of empowerment is what Sharekhan ltd. is all about!
Sharekhan ltd. is also about focus. Sharekhan ltd. does not claim expertise
in too many things. Sharekhan ltd. expertise lies in stocks and that's what he talks
about with authority. So when he says that investing in stocks should not be
confused with trading in stocks or a portfolio-based strategy is better than betting
on a single horse, it is something that is spoken with years of focused learning
and experience in the stock markets. And these beliefs are reflected in everything
Sharekhan ltd. does for you!
To sum up, Sharekhan ltd. brings to you a user- friendly online trading
facility, coupled with a wealth of content that will help you stalk the right shares.
Those of you who feel comfortable dealing with a human being and would
rather visit a brickand-mortar outlet than talk to a PC, you'd be glad to know that
Sharekhan ltd. offers you the facility to visit (or talk to) any of our share shops
across the country. In fact, Sharekhan ltd. runs India's largest chain of share shops
with over hundred outlets in more than 80 cities! What's a share shop? How do
you locate a share shop in your city?
To find the answers of these questions, you must visit Sharekhan ltd. In
other words, Sharekhan ltd. is a company that provides you an outstanding trading
facility with a wide variety of products and acts as an investment consultant to
manage your portfolio and secure a high rate of return on your investments in the
securities market.
2
 Basically, the company is a market leader in providing brokering services
and has a top turnover in trading and the high turnover makes it the no.1 in the
market. The main difference is the services that they provide to the investors who
really need it. The services are discussed in more detail in the marketing activities.
The clients are managed with a friendly corporate culture to give him more
benefited investment ideas and motivate him whenever he needs. The company
is providing as many tips to the clients (pre-market, online and post-market) for
more and more trading ideas and the manager helps each client to concentrate on
a few scripts so that he can manage the profit/loss.
In short, Sharekhan ltd. is currently having a good position in the market
with the highest no of transactions and also the highest turnover (buying &
selling) in India and a leader in providing better services to the investors.
Sharekhan ltd. India’s leading stock broker is the retail arm of SSKI, and offers
you depository services and trade execution facilities for equities, derivatives and
commodities backed with investment advice tempered by decades of broking
experience. A research and analysis team is constantly working to track
performance and trends. That’s why Sharekhan ltd. has the trading products,
which are having one of the highest success rates in the industry. Sharekhan ltd.
is having 240 share shops in 110 cities; the largest chain of retail share shops in
India is of Sharekhan ltd.

Background:
Sharekhan ltd was founded by Mumbai-based entrepreneur Shripal
Morakhia in 2000. Sharekhan pioneered the online retail broking industry and
leveraged on the first wave of digitization, when dematerialization (demat) of
securities came into effect and electronic trading was introduced in the stock
exchanges.
In India, Sharekhan has over 3500 employees, and is present in over 500
cities through 154 branches, more than 2,300 business partners. The company has
14 lakh clients and on an average, executes more than 4 lakh trades per day.

Acquisition of Sharekhan by BNP Paribas:

Sharekhan is now a fully owned subsidiary of BNP Paribas, it was
rebranded as Sharekhan by BNP Paribas.

3
Directors of sharekhan ltd

Branch - Head Office

A-206, Phoenix House, 2nd Floor, Senapati Bapat Marg,
Lower Parel, Mumbai- 400 013.
Telephone No: 67482000
Email: myaccount@Sharekhanltd.com

4
 PRODUCTS AND SERVICES OF SHAREKHAN LTD

Vision: To
be the best retail broking brand in the retail business of the stock market.

Mission:
To educate and empower the individual investor to make better
investment decisions through quality advices and superior services.

Achievements of Sharekhan:
 A wired company along with Reliance, Hll, Infosys, etc by “Business
Today”, January 2004 edition.
 It was awarded „Top Domestic Brokerage House‟ four times by Euro and
 Asia money.
 It was Winner of “Best Financial Website” award.
 India’s most preferred brokers within 5 years. “CNBC Awaaz customers
Award 2005”.

5
Meaning of Customer:
An individual or business that purchases the goods or services produced by
a business. The customer is the end goal of businesses, since it is the customer
who pays for supply and creates demand.

Meaning of Satisfaction:
Satisfaction is an overall psychological state that reflects the evaluation of
a relationship between the customer/consumer and a company-environment-
product-service. Satisfaction involves one of the following three psychological
elements: cognitive (thinking/evaluation), affective (emotional/feeling), and
behavioral.

Customer Satisfaction:
The concept of customer satisfaction has attracted much attention in recent
years. Organizations that try to analyze this concept should begin with an
understanding of various customer satisfaction models. Such models clarify
various theories about customer satisfaction.
Customer satisfaction is measured at the individual level, but it is almost
always reported at an aggregate level. It can be, and often is, measured along
various dimensions.
Within organizations, customer satisfaction ratings can have powerful
effects. They focus employees on the importance of fulfilling customers’
expectations. Furthermore, when these ratings dip, they warn of problems that
can affect sales and profitability. These metrics quantify an important dynamic.
When a brand has loyal customers, it gains positive word-of-mouth marketing,
which is both free and highly effective.
According to Philip Kotler “Satisfaction is a person’s feelings of pressure
of disappointment resulting from comparing a products perceived performance
(outcome) in relation to his or her expectation”
This Satisfaction level is a function of difference between perceived
performance and expectation’s. If the product’s performance exceed expectation
of customer is satisfied. If the products performance fall short of expectations of
the customers is dissatisfied.

6
 Many companies are aiming for high satisfaction because customers who
are just satisfied still find it easy to switch when a better offer comes along high
satisfaction or delight creates an emotional affinity with brand.

Variety of factors that affect customer satisfaction includes product quality,

product availability & after sales support such as warranties and services.
Customer satisfaction is seen as a proof of delivering a quality product or service.
It is believed that customer satisfaction brings sales growth, and market share a
company can always increase customer satisfaction by lowering its prices or
increasing its services but this may result in lower profits. Thus the purpose of
marketing is to generate customer value profitability.

India is on the threshold of new millennium India chose for global

economy exposing her to winds of change in market place, which has expanded
vastly and become fiercely competitive. In the changed environment, decision
makers view the marketing concept as the key to success. Marketing in practice
has to manage products, pricing, promotion and distribution.

A successful product can be developed by exploding these opportunities,

while delivering the value of the consumer we make use of marketing support

This support is based on the knowledge of consumers and distribution.

Marketing support both at the introduction of products and maturing is
considered.

7
Factors affecting Customer Satisfaction:
Customer satisfaction is the overall impression of customer about the
supplier and the products and services delivered by the supplier. Following are
the important factors that affect customer satisfaction:

1. Department wise capability of the supplier.

2. Technological and engineering or re-engineering aspects of products and
services.
3. Type and quality of response provided by the supplier
4. Supplier’s capability to commit on deadlines and how efficiently they are
met.
5. Customer service provided by the supplier.
6. Complaint management.
7. Cost, quality, performance and efficiency of the product.

8. Supplier’s personal facets like etiquettes and friendliness.

9. Supplier’s ability to manage whole customer life cycle.

10. Compatible and hassle free functions and operations.

8
ESSENTIAL ELEMENTS FOR CUSTOMER SATISFACTION
1. Beaware of these things every customer expects from you;
a) Customer wants to be heard:
When it comes to your customer service, their psychology plays a key role
in how they perceive your business. Your customers want to be heard all the time,
especially when they are concerned about your product or service. When they
express, let them complete what they want to say, read in between the lines and
then ask relevant questions if you have any, reconfirm your customer’s concerns
so as to avoid any miss-communication in future. b) Your clients
want to be cared of:
Customers need to feel important. They want to see the efforts being made.
They would surely appreciate the initiatives you and your staff has taken or taking
to solve their issues and accommodate their request regardless if they can
accommodate them or not depending on company’s policies. 2. SCC
– (SMILE, CONTACT and COMMENT) It’s
very important to know that customer interaction is the crucial part of sales lead
generation. As it can either make or break your sale and turning point to construe
whether or not your customer going to show up again. Follow these simple rules
to make long lasting impression on your client.

a) Smiles are contagious. When you’re greeted by a smiling representative, your

first instinct to smile back.

b) Next ensure you are making an eye contact with the customer. Eye contact
shows that you’re ready to engage them and ready to help them. In some way, it
proves you care about their opinions.

c) Compliment the client sincerely whenever and wherever it is necessary. A

compliment can be being a positive remark, a word of encouragement, or a
sincere acknowledgment. Nevertheless, if delivered improperly the same can
backfire you. So be careful while complimenting when there is no need.

9
3. Empathize with your customers:
When your client is facing any professional or personal life issues,
empathize with them. Ensure to tell them that you understand how you feel, where
you’re coming from. This acceptance will definitely allow them to let down their
guard and be open with you. Although you cannot deliver the exact outcome or
solution what they’re looking for but by empathizing with them and their problem
they’re most likely to accept a reasonable best for team involved.

4. Create solutions for your client’s issues and compliance:

Consult your company policies, invoices; take a look at the customer’s
history, whenever you need to come up with a concrete solution. Many of times
you have to get creative and do things that you may not have thought of before or
have not done before. If your client is very much dissatisfied with your service
and there are no slightest chances to come up with a solid solution then all you
can do is to refund the funds paid by them, if any. However, such incidences
should not happen on frequent basis, in such case you might want to conduct
customer service/relation training in company and turn over the whole approach
towards the customers

5. Clarify the situation with the client:

You need to make sure that the customer is a hundred percent satisfied once
their issue has been resolved. Review the remedies with them time again and
again until you both are on the same page.

6. Follow up with all your customers:

You want to make sure each of your customers had a great experience with
the kind of service your company has provided. Your brand’s reputation depends
on it and ultimately affects future business. After sales service is as equally
important as serving the client. We need to make sure that we are interacting with
them on regular basis as it good for business reputation, expansion through
referral business. Call asking them one or two questions about the experience
which they had while working with you or you can send an email thanking them
for their business or wishing them on their important days, like birthday,
anniversaries, etc.

10
Types of customer satisfaction surveys:
Customer satisfaction is a key component of a good business, and
the only way to accurately gauge customer satisfaction is using some type of
customer satisfaction measurement, often a survey. Surveys allow your business
to learn from how the actual customer is experiencing your business, rather than
simply replying on what your subjective eyes and ears tell you.

Customer satisfaction surveys come in several different shapes and styles,

and most companies come up with their own unique way of gauging satisfaction
accurately. Satisfaction for an insurance company, for example, may not be the
same as satisfaction at a grocery store. The type of business, client list, etc., all
change satisfaction results. Yet in general, most surveys fall under two categories:

 Direct truncation surveys

 Overall satisfaction surveys
Both of these types of surveys can provide you with interesting results that
may affect your own marketing or business strategy. Both have completely
different results and relate back to your company in completely different ways.

Two types of customer satisfaction surveys:

Direct transaction surveys: this type of customer satisfaction
survey is immediate, and is designed to gauge how the customer viewed a very
specific transaction-namely, the transaction that (hopefully) immediately
preceded filling out the survey. For example, “how easy was it for you to find
help” and “what was your experience like on date?” these surveys are not
necessary interested in your overall opinion of the company. They are primarily
concerned with your most recent transaction.

Overall satisfaction surveys: sometimes referred to as “relationship

surveys,” these surveys are designed to gauge how the customer feel about the
company in general, based on a combination of all of their experiences and any
additional factors that may affect that results. Rarely are these surveys purposely
given to customers immediate following a transaction, although they may be
colored by the most recent experience if that experience was particularly awful
or pleasant.

11
Advantages of customer satisfaction surveys:
Up-to-date feedback: gather current customer feedback on various
aspects of your company. You can stay on top of customer trends through
regularly scheduled online surveys or email surveys, and receive instant customer
feedback. It is always useful to acquire insight into how your customers are
currently reacting to all aspects of your business.
Benchmark result: you can administer the same survey every so
often to customer to gain continued insight into your customer. Surveys can have
the same questions, which will allow you to compare data over time and
benchmark survey data across previous years to determine if any changes need to
be made.
Show that you care: customers like to be asked for their feedback.
It gives the customer the perception that your company values them; is committed
to keeping them as a long-term customer; and based business decisions on their
feedback.
Disadvantages of customer satisfaction surveys:
Too many surveys, so little time: Your customers are bombarded
with online surveys. Surveys may be simple to complete, however, some people
simply don’t like to complete them. Sending surveys too often can irritate
customers and lead to customer burnout. Customer burnout can result in low
response rates or result in lower satisfaction scores, despite your reputation for
providing excellent products or services.
Privacy issues: we live in a high-tech environment filled with daily
doses of unwanted junk email, email solicitations, and sales calls. When taking
an online survey or a phone survey, it is hard for your customers to believe that
they aren’t being tracked. Because of insecurities of releasing private
information, customers today are hesitant in giving out information that may lead
to more junk email and unwanted calls. Make certain to assure customers that the
information they provide in response to your customer satisfaction surveys will
not be used. Without this disclaimer, it may be difficult to receive a good response
rate.

12
Objectives of the study
Primary objectives:
To study the customer satisfaction towards services provided by
Sharekhan ltd.

Secondary objective:
 To analysis the various factor determining customer satisfaction.
 To study the customer awareness towards the services provided by the
company.
 To identify the various way to improve customer satisfaction.
 To provide suggestion to improve customer satisfaction towards the
services.

13
RESEARCH -AN OVERVIEW:
Research is a scientific and systematic search for pertinent information on
a specific topic. The advanced learner's dictionary of current English lays down
the meaning of research as "A careful investigation or inquiry especially through
search for new facts in any branch of knowledge." Redman define research as "A
systematized effort to gain new knowledge." Research is an academic activity
and as such the term should be used in a technical sense. According to Clifford
Woody, research comprises of defining and re-defining problems, formulating
hypothesis or suggested solution; collection, organizing and evaluating data;
making deduction and reaching conclusions; and at last, carefully testing the
conclusions to determine whether they fit the formulating hypothesis.

RESEARCH METHODOLOGY:
Research methodology is a way to systematically solve the research
problem. It is a science of studying how research is done scientifically. The
various steps that are generally adopted by a researcher in studying the research
problem along with the logic behind them are studied. The researcher should
know the research techniques, the research methodology, how to develop certain
tests, how to calculate the mean, median, mode or chi-square, how to apply a
particular research technique, which methods are relevant, and which are not,
what would they mean and indicate and why. Researchers should understand the
assumptions underlying the various techniques. Hence,various dimensions and
research method constitute a part of research methodology.

RESEARCH DESIGN:
Research design is the decision regarding what, when, where, how much,
by what means concerning an inquiry or research study constitute a research
design. It can be defined as the arrangement of conditions for collection and
analysis of data in a manner that aims to combine the relevance to the research
purpose to the economy procedure. Research design is needed because it
facilitates the smooth sailing of the various research operations, thereby making
research as efficient as possible yielding maximal information with minimal
expenditure of effort, time and money. In fact, research design has a great bearing
on the reliability of the results arrived at the end as such constitutes the firm
foundation of the entire edifice of the research work.

14
DATA COLLECTION:
There are two types of data:
PRIMARY DATA are those which are collected a fresh and for the first
time and thus happen to be original in character.
SECONDARY DATA on the other hand, are those which have already
been collected by someone else and which have already Being passed through the
statistical process. The methods of collecting primary and secondary data differ
since; primary data are to be originally collected, while in case of secondary data,
the nature of data collection work is merely that of complication.

FOR THE STUDY:

In this study, Primary data has been collected directly from the
respondents using a questionnaire while the secondary data was collected from
books, articles and the internet.

RESEARCH INSTRUMENT:
QUESTIONNAIRE:
A questionnaire is sent to the persons concerned with the request to answer
the question and return the questionnaire. the questionnaire consists of many
questions printed in a definite order on a form or set of forms. The questionnaire
is mail to respondents who are expected to read and understand the questions and
write down the reply in the space lent for the purpose in the questionnaire itself.
The respondents have to answer the questions on their own. In this study, a
questionnaire was collect data from the sample.

SAMPLING METHOD:
Sampling is the process of selecting a sufficient number of elements from
the population, so that a study of the sample and an understanding of its properties
or characteristics would make it possible for us to generalize such properties or
characteristics to the population element. In this study stratified sampling
technique is used.

15
STRATIFIED RANDOM SAMPLING:
Stratified random sampling involves a process of stratification or
segregation, followed by random selection of subjects from each stratum. The
population is first divided into manually exclusive groups that are relevant,
appropriate and meaningful in the context of the study.

SAMPLE SIZE:
Total population size is = more than one lakhs.

The sample size for the study is = 100.

TOOLS USED FOR RESEARCH:

To research purpose ‘’chi- square’’ test of analyses is used to evaluate the
results.

16
 Table- 1
Age of the Respondents

Age
No. Of Respondents Percentages (%)
(In years)
20-30 years 36 36%
30-40 years 33 33%
40-50 years 23 23%
Above 50 years 8 8%
Total 100 100%

Inference:
The table shows that 36% of the respondents age is between 20-30 years.
33% of respondents age is between 30-40 years. 23% of respondents age are in
between 40-50 years. 8% of respondents age is above 50 years.

17
 Chart-1
Age of the Respondents

40
36%
35 33%

30
No of Respondents

25 23%

20

15

10 8%

0
20-30 years 30-40 years 40-50 years 50 above
Age of the Respondents

18
 Table-2
Gender of the Respondents

Gender No. Of Respondents Percentages (%)

Male 60 60%

Female 40 40%

Total 100 100%

Inference:
The table shows that 60% of the respondents are male and 40% of the
respondents are female.

19
 Chart-2
Gender of the Respondents

Gender of the respondents

40%
male
female
60%

20
 Table-3
Source of income of the Respondents
SOURCES OF
No. Of Respondents Percentage (%)
INCOME
SALARY 36 36%

BUSINESS 27 27%
ANCESTRAL
14 14%
PROPERTY
OTHER 23 23%

TOTAL 100 100%

Inference:
The table shows that 36% of the respondents are salaried, 27% of the
respondents earn through businesses. 14% of the respondents are having the
source of income as ancestral property and 23% of the respondents earn their
income from various other sources.

21
 Chart-3
Sources of income of the Respondents

SOURCES OF INCOME

9%
10%
SALARY
BUSINESS
ANCESTRAL PROPERTY
23% 58%
OTHER

22
 Table-4
Annual income of the Respondents

Annual income No. Of Respondents Percentage (%)

BELOW 5 LAKHS 44 44%

5-25 LAKHS 36 36%

25—50 LAKHS 14 14%

50 LAKHS AND ABOVE 6 6%

TOTAL 100 100%

Inference:
The table shows that 44% of the respondents annual income is below 5
lakhs. 36% of the respondents annual income is between 5-25 lakhs. 14% of the
respondents annual income is between 25-50 lakhs and 6% of the respondents
annual income is above 50 lakhs.

23
 Chart-4
Annual income of the Respondents

50%
45%
44%
No of Respondents

40%
35%
36%
30%
25%
20%
15%
10% 14%

5%
6%
0%
BELOW 5 LAKHS 5-25 LAKHS 25-50 LAKHS 50 LAKHS AND ABOVE

ANNUAL INCOME

24
 Table-5
Mode of receiving contract notes and statements by the Respondents

Contract and
No. Of Respondents Percentage (%)
statements
PHYSICAL (HARD
59 59%
COPY)
ELECTRONICAL
41 41%
(SOFT COPY)

TOTAL 100 100%

Inference:
The table shows that 59% of the respondents mode of receiving contract &
statements is through physical (Hard copy) and 41% of respondents mode of
receiving contract & statements is through electronically (Soft copy).

25
 Chart- 5
Mode of receiving contract notes and statement by the Respondents

51
No of Respondents

50.5

50
51%
49.5

49
49%
48.5

48
PHYSICAL ELECTRONICAL

Contracts and statements

26
 Table-6
Investing (or) trading by the Respondents

Investing / trading No. Of Respondents Percentage (%)

YES 90 90%

NO 10 10%

TOTAL 100 100%

Inference:
The table shows that 90% of the respondents are invested (or) traded in
stock market and 10 % of the respondents are not interested to invest (or) trade in
stock market.

27
 Chart-6
Investing (or) trading by the Respondents

INVESTING or TRADING

10%

YES
NO
90%

28
 Table-7
Broking house used by the respondents for trading

Broking house No. Of Respondents Percentage (%)

ZERODHA 4 4%

PRO STOCKS 12 12%

ANGLE 12 12%

SHAREKHAN 72 72%

TOTAL 100 100%

Inference:
The table shows that 72% of the respondents choose Sharekhan broking
house for trading. 12% of the respondents choose Angle broking house for
trading. 12% of the respondents choose Pro stocks for trading and 4% of the
respondents choose Zerodha broking house for trade.

29
 Chart-7
Broking house used by the respondents for trading

80%
No of Respondents

70%
60%
50%
40%
30%
72%
20%
10%
4% 12%
0% 12%
ZERODHA
PRO STOCKS
ANGLE
SHAREKHAN

BROKING HOUSE

30
 Table-8
Respondents opinion towards how they know about Sharekhan Ltd.
Knowing about
No. Of Respondents Percentage (%)
Sharekhan Ltd.
FRIENDS &
20 20%
RELATIVES
ADVERTISMENT 17 17%

SALES EXECUTIVES 31 31%

SELF INTEREST 32 32%

TOTAL 100 100%

Inference:
The table shows that 32% of the respondents are known by their self-
interest. 31% of the respondents are known by sales executives. 20% of the
respondents are known by their friends & relatives and17% of the respondents
are known by the advertisement.

31
 Chart-8
Respondents opinion towards how they know about Sharekhan Ltd.

35%
32%
31%
30%

25%
No of Respondents

20%
20%
17%

15%

10%

5%

0%
FRIENDS & RELATIVES ADVERTISEMENT SALES EXECTIVE SELF INTREST

knowing about Sharekhan ltd

32
 Table-9
Financial instruments currently used by the Respondents
FINANCIAL
No. Of Respondents Percentage (%)
INSTRUMENTS
EQUITY & MUTUAL
44 44%
FUND
IPO’s& BONDS 27 27%
CURRENCY &
11 11%
COMMODITIES
OTHERS 18 18%

TOTAL 100 100%

Inference:
The table shows that 44% of the respondents financial instruments are
equity & mutual funds. 27% of the respondents financial instruments are IPO’s&
bonds. 18% of the respondents investment is on other financial instruments and
11% of the respondents financial instruments are currency & commodities.

33
 Chart-9
Financial instruments currently used by the Respondents

50%
45%
40% 44%
No of Respondents

35%
30%
25% 27%
20%
15% 18%
10%
11%
5%
0%
EQUITY & MUTUAL IPO'S & BONDS CURRENCY & OTHERS
FUNDS COMMODITIES
FINANCIAL INSTRUMENTS

34
 Table-10
Duration period associated in Sharekhan Ltd by the respondents
Associated with
No. Of Respondents Percentage (%)
sharekhan
Less than 1 years 31 31%

Between 1 to 2 years 38 38%

Between 3 to 5 years 19 19%

5 years and above 12 12%

Total 100 100%

Inference:
The table shows that 38% of the respondents are associated between 1 to
2 years. 31% of the respondents are associated less than 1 year. 19% of the
respondents are associated between 3 to 5 years and 12% of the respondents are
associated between 5 years and above.

35
 Chart-10
Duration period associated in sharekhan Ltd by the Respondent
40%

35%
No of Respondents

30%

25%

20%
38%

15% 31%

10% 19%

5% 12%

0%
less than 1 years between 1 to 2 years between 3 to 5 years 5 years and above
Duration period

36
 Table-11
Respondents opinion towards demo given by Sharekhan ltd.
Demo regarding
No. Of Respondents Percentage (%)
trading
Yes 84 84%

No 16 16%

Total 100 100%

Inference:
The table shows 84% of the respondents are assured that demo is provided
by Sharekhan ltd. 16% of the respondents are not assured to provide demo
services by Sharekhan ltd.

37
 Chart-11
Respondents opinion towards demo given by Sharekhan ltd.

DEMO REGARDING TRADING

16%

yes
no
84%

38
 Table-12
Trading frequency of the Respondents

Trading frequency No. Of Respondents Percentage (%)

Many times in a day 19 19%

Once in a day 26 26%

Many times a week 26 26%

Once in a week (or) more 29 29%

Total 100 100%

Inference:
The table shows 29% of the respondents trading frequency is once in a
week (or) more. 26% of the respondents trading frequency is once in a day .26%
of the respondents trading frequency is many times a week and 19% of the
respondents trading frequency is many times in a day.

39
 Chart-12
Trading frequency of the Respondents

30%
No of Respondents

25%

20%

15% 29%
26% 26%

10% 19%

5%

0%
Many times in a Once in a day Many times a Once in a week
day week (or) more

Trading frequency

40
 Table-13
Respondents opinion towards allocation of relationship manager.

Relationship manager No. Of Respondents Percentage%

Yes 61 61%

No 39 39%

Total 100 100%

Inference:
The table shows that 61% of the respondents feels relationship manager
was allocated to the respondents and 39% of the respondents feels relationship
manager where not allocated to the respondents

41
 Chart-13
Respondents opinion towards allocation of relationship manager.

70

60
39%
No of Respondents

50

40
61%
30

20

10

0
YES NO

Relationship Manager

42
 Table-14
Respondents opinion towards free educations regarding investment.

Free education
regarding investment No. Of Respondents Percentage (%)
(or) trading
Yes 45 45%

No 55 55%

Total 100 100%

Inference:
The table showS that 55% of the respondents are not assure to undergo free
education regarding investment (or) trading. 45% of the respondents are assure to
undergo free education regarding investment (or) trading.

43
 Chart-14
Respondents opinion towards free educations regarding investment.

FREE EDUCATION REGARDING INVESTMENT

45%
55% yes
no

44
 Table-15
Sources of stock market information by the Respondents

Sources of stock market No. Of Respondents Percentage (%)

Tv channel 19 19%

News paper 21 21%

Sharekhan research
26 26%
magazines
Other research magazines 9 9%

Friends / relatives 11 11%

Brokers 6 6%

Other 8 8%

Total 100 100%

Inference:
The table show that 26% of the respondents sources of stock market
information is through Sharekhan research magazines. 21% of the respondents
sources of stock market information is through newspaper. 19% of the
respondents sources of stock market information is through TV channel. 11% of
the respondents sources of stock market information is through friends / relatives.
9% of the respondents sources of stock market information is through other
research magazines. 8% of the respondents sources of stock market information
through other sources and 6% of the respondents sources of stock market
information is through the brokers.

45
 Chart-15
Sources of stock market information by the Respondents

30% 26%
No of Respondents

25% 21%
19%
20%

15% 11%
9% 8%
10% 6%
5%

0%
Tv channel News Sharekhan Other Friends / Brokers Other
paper research research relatives
magazines magazines
STOCK MARKET INFORMATION

46
 Table-16
Respondents opinion towards clear explanation regarding terms and
conditions while account opening.

Terms and conditions No. Of Respondents Percentage (%)

Yes 88 88%

No 12 12%

Total 100 100%

Inference:
The table shows that 88% of the respondents assured that terms and
conditions are clearly explained and 12% of the respondents assured that terms
and conditions are not clearly explained.

47
 Chart-16
Respondents opinion towards clear explanation regarding terms and
conditions while account opening.

TERMS AND CONDITIONS

yes no

12%

88%

48
 Table-17
Respondents opinion towards the approach of sales executives.

Sales executives No. Of Respondents Percentage%

Yes 68 68%

No 32 32%

Total 100 100%

Inference:
The table shows that 68% of the respondents feels that sales executives
approach is in good behavior and explained. 32% of the respondents feels that
sales executives are not approach is in good behavior and explained.

49
 Chart-17
Respondents opinion towards the approach of sales executives.

SALES EXECUTIES APPROCHED

yes no

32%

68%

50
 Table-18
Trading preferred by the Respondents

Preferred trading No. Of Respondents Percentage (%)

Online 61 61%

Offline 39 39%

Total 100 100%

Inference:
The table shows that 61% of the respondents prefer online trading and 39%
of the respondents prefer offline trading.

51
 Chart-18
Trading preferred by the Respondents

70

60 61%
NO OF RESPONDENTS

50

40 39%

30

20

10

0
online offline
TRADING

52
 Table-19
Reason for preferring online trading of Sharekhan Ltd.

Online trading No. Of Respondents Percentage (%)

Privacy 23 23%

User friendly & time

20 20%
saving

Convenience 17 17%

All the above 40 40%

Total 100 100%

Inference:
The table shows that 40% of the respondents choose all the above statement
as a reason for online trading. 23% of the respondents choose privacy over online
trading. 20 % of the respondents choose user friendly & time saving over trading
and 17% of the respondents choose convenience over online trading.

Chart-19
53
 Reason for preferring online trading by the Respondents

45%
40%
40%
No of Respondents

35%
30%
25% 23%
20%
20% 17%
15%
10%
5%
0%
Privacy User friendly & time Convenience All the above
saving

ONLINE TRADING

54
 Table-20
Respondents opinion towards online trading.

Online trading
No. Of Respondents Percentage (%)
motivates

Yes 86 86%

No 14 14%

Total 100 100%

Inference:

The table shows that 86% of the respondents feels online trading system
motivate to deal in shares and securities and 14% of the respondents feels online
trading system do not motivate to deal in shares and securities.

55
 Chart-20
Respondents opinion towards online trading.

ONLINE TRADING MOTIVATES

yes no

14%

86%

56
 Table-21
Respondents opinion towards new updates.

New updates No. Of Respondents Percentage (%)

Mails and message 27 27%

Letter format 29 29%

Phone calls 22 22%

Others 22 22%

Total 100 100%

Inference:
The table shows that 29% of the respondents receive new updates by letter
format. 27% of the respondents receive new updates by mails and messages and
22% of the respondents receive new updates by phone calls and other format.

57
 Chart-21
Respondents opinion towards new updates.

35

29%
30
27%
No of Respondents

25
22% 22%

20

15

10

0
Mails and message Letter format Phone calls Others

NEW UPDATES

58
 Table-22
Current portfolio size provided of the Respondents

Portfolio size No. Of Respondents Percentage (%)

Below 5 Lakhs 66 66%

5-25 Lakhs 29 29%

25-50 Lakhs 4 4%

50 Lakhs and above 1 1%

Total 100 100%

Inference:
The table shows that 66% of the respondents current portfolio size is below
5 Lakhs. 29% of this respondents current portfolio size are in between 5-25
Lakhs. 4% of the respondents current portfolio size are in between 25-50 Lakhs.
1% of respondents current portfolio size are in between 50 Lakhs and above.

59
 Chart-22
Current portfolio size provided of the Respondents

70
66%
60
No of Respondents

50

40
29%
30

20

10 4%
1%

0
BELOW 5 LAKHS 5-25 LAKHS 25-50 LAKHS 50 LACKS AND
ABOVE

Portfolio Size

60
 Table-23
Respondents opinion towards trading new issued IPO’s

IPO’s No. of Respondents Percentage (%)

Yes 65 65%

No P35 35%

Total 100 100%

Inference:
The table shows that 65% of the respondents are assured to start trading in
newly to issued IPO’s. 35% of the respondents are not assured to start newly in
issued IPO’s.

61
 Chart-23
Respondents opinion towards trading new issued IPO’s

70

60
No of Respondents

50

40
65%
30

20
35%
10

0
Yes no

IPO’s

62
 Table-24
Online software usage of the Respondents

Online software No. of. Respondents Percentage (%)

Highly satisfied 27 27%

Satisfied 59 59%

Neutral 7 7%
Dissatisfied 5 5%
Highly dissatisfied 2 2%

Total 100 100%

Inference:
The table shows that 59% of the respondents are satisfied with online
software. 27% of the respondents are highly satisfied with online software. 7% of
the respondents are neutral with online software. 5% of the respondents are
dissatisfied with online software and 2% of the respondents are highly dissatisfied
with online software.

63
 Chart-24
Online software usage of the Respondents

70%

60%
No of Respondents

50%

40%

30% 59%

20%
27%
10%
7% 5% 2%
0%
Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

ONLIN SOFTRWARE

64
 Table-25
Executive approach provided to Respondents

Executive approach No. of. Respondents Percentage (%)

Highly satisfied 12 12%

Satisfied 44 44%

Neutral 42 42%

Dissatisfied 2 2%

Highly dissatisfied 0 0%

Total 100 100%

Inference:
The table shows that 44% of the respondents are satisfied with the
executive approach while explaining service. 42% of the respondents are neutral
with the executive approach while explaining services. 12% of the respondents
are highly satisfied with the executive approach while explaining and 2% of the
respondents are dissatisfied with the executive’s approach while explaining.

Chart-25
65
 Executive approach provided to Respondents
50%
44%
45% 42%
40%
No of Respondents

35%

30%

25%

20%

15% 12%
10%

5% 2%
0%
0%
Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

EXECUTIVES APPROACH

66
 Table-26
Online trading services provided to Respondents

Online trading service No. of. Respondents Percentage (%)

Highly satisfied 8 8%

Satisfied 48 48%

Neutral 38 38%

Dissatisfied 5 5%

Highly dissatisfied 1 1%

Total 100 100%

Inference:
The table shows that 44% of the respondents are satisfied with the online
trading services. 38% of the respondents are neutral agree with the online trading
services. 8% of the respondents are highly satisfied with the online trading
services and 1% of the respondents are highly dissatisfied with the online trading
services.

67
 Chart-26
Online trading services provided to Respondents
60%

50%
No of Respondents

32%
40%
43%
30%

20%

10%
8%
3% 14%
0%
Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

ONLINE TRADING SERVICES

68
 Table-27
Offline trading services provided to Respondents

Offline trading
No. of Respondents Percentage (%)
service
Highly satisfied 8 8%

Satisfied 32 32%

Neutral 43 43%
Dissatisfied 3 3%

Highly dissatisfied 14 14%

Total 100 100%

Inference:
The table that shows 43% of the respondents are neutral with the offline
trading services. 32% of the respondents are satisfied with the offline trading
services. 14% of the respondents are highly dissatisfied with the offline trading
services. 8% of the respondents are highly satisfied with the offline trading
services and 3% of the respondents are dissatisfied with be offline trading
services.

69
 Chart-27
Offline trading services provided to Respondents

50
45
No of Respondents

40
35
30
25
20 43%

15 32%

10
14%
5 8%
0 3%
Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

OFFLINE TRADING SERVICES

70
 Table-28
New updates to Respondents

New updates No. of Respondents Percentage (%)

Highly satisfied 8 8%
Satisfied 41 41%
Neutral 35 35%
Dissatisfied 14 14%
Highly dissatisfied 2 2%
Total 100 100%

Inference:
The table shows that 41% of the respondents are satisfied with the new
updates. 35% of the respondents are neutral with the updates. 14% of the
respondents are dissatisfied with the new updates. 8% of the respondents highly
satisfied with the new updates and 2% of the respondents are highly dissatisfied
with the new updates.

71
 Chart-28
New updates to Respondents
No of the Respondents

50
41%
40
35%
30

20
8%
10 14%

0
2%
HIGHLY
SATISFIED SATISFIED Series 1
NEUTRAL
DISSATISFIED
HIGHLY
DISSATISFIED

NEW UPDATES

72
 Table-29
Charges regarding services to Respondents
Charges regarding
No. of. Respondents Percentage (%)
services
Highly satisfied 6 6%
Satisfied 25 25%
Neutral 39 39%
Dissatisfied 24 24%
Highly dissatisfied 6 6%

Total 100 100%

Inference:
The table shows that 39% of the respondents are neutral with their charges
regarding the services. 25% of the respondents are satisfied with the charges
regarding the services. 24% of the respondents are dissatisfied with the charges
regarding the services and 6% of the respondents are highly satisfied with the
charges regarding services.

73
 Chart-29
Charges regarding services to Respondents

45

40
No of Respondents

35

30

25

20 39%
15
25% 24%
10

5
6% 6%
0
Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

CHARGES REGARDING SERVICES

74
 Table-30
Respondents opinion towards recommending Sharekhan ltd services to
others in future
Customer
No. of. Respondents Percentage (%)
Recommendation
Highly recommend 13 13%

Recommend 35 35%

Neutral 30 30%

Will not recommend 14 14%

Highly Will not
8 8%
recommend
Total 100 100%

Inference:
The table shows that 35% of the respondents ‘will recommend’ the
services provided by Sharekhan ltd... in future. 30% of the respondents neutrally
recommend the services provided by Sharekhan ltd... in future 14% of the
respondents ‘will not recommend’ the services provided by Sharekhan ltd... in
future. 13% of the respondents ‘will highly recommend’ the services provided by
Sharekhan ltd... in future. 8% of the respondents ‘highly will not recommend’ the
services provided by Sharekhan ltd... in future.

75
 Chart-30
Respondents opinion towards recommending sharekhan ltd services to
others in future

40

35
35%
No of Respondents

30
30%
25

20

15

13% 14%
10

5 8%

0
Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

CUSTOMER RECOMMENDATION

76
 CHI-SQUARE TEST

Need for the test:

To find out the relationship between the age &online software
usage of the customers.
HYPOTHESIS
Null Hypothesis (H0): There is no significant difference between age & online
software usage of the customers.
Alternative Hypothesis (H1): There is significant difference between age &
online software usage of the customers.

ABOVE
PARTICULAR 20-30 30-40 40-50 TOTAL
50
Highly
10 7 2 7 26
satisfied
Satisfied 22 20 7 8 57
Neutral 1 3 3 1 8
Dissatisfied 3 2 1 1 7
Highly
0 1 0 1 2
dissatisfied
TOTAL 36 33 13 18 100

77
Solution:
O E O-E (O-E)2

10 9.36 0.64 0.4096

22 20.52 1.48 2.1904

1 2.88 -1.88 3.5344

3 2.52 0.48 0.2304

0 0.72 - 0.72 0.5184

7 8.58 - 1.58 2.4964

20 18.81 1.19 1.4161

3 2.64 0.36 12.9600

2 2.31 - 0.31 0.0961

1 0.66 0.34 0.1156

2 3.38 - 1.38 1.9044

7 7.41 - 0.41 0.1681

3 1.04 1.96 3.8416

1 0.91 0.09 0.0081

0 0.26 - 0.26 0.0676

7 4.68 2.32 5.3824

8 10.26 - 2.26 5.1076

1 1.44 - 0.44 0.1936

1 1.26 - 0.26 0.0676

1 0.36 0.64 0.4096

TOTAL 100 41.118

78
 X 2 = ∑(O-E)2
E
= 41.118
100
X 2= 0.41118
Where, O= the frequencies observed
E= the frequencies expected
Calculated value = 0.41118
Degree of freedom = (r-1) (c-1)
= (4-1) (5-1)
=3x4
= 12
At 5% Level of significance
Table value = 21.026
Calculated value < Table value
Hence H0 is accepted.

Conclusion:
Calculated value= 0.41118, Table value = 21.026,
Since table value is less than calculated valueH0is accepted and H1 is rejected.
Therefore, there is no significant different between age & online software usage
of the customers.

79
Need for the test:
To find out the relationship between the income&satisfaction
towards the services charges.

HYPOTHESIS
Null Hypothesis (H0): there is no significant difference the between income
&satisfaction towards the services charges.
Alternative Hypothesis (H1): there is significant difference between the income
&satisfaction towards the services charges.

50lakhs
Below 5- 25-50
PARTICULAR and TOTAL
5lakhs 25lakhs lakhs
above
Highly satisfied 1 1 2 1 5
Satisfied 7 14 2 2 25
Neutral 22 12 5 2 41
Dissatisfied 13 5 4 1 23
Highly
2 3 1 0 6
dissatisfied
TOTAL 45 35 14 6 100

80
Solution:

O E O-E (O-E)2

1 -1.25 -1.25 1.5625

7 -4.25 -4.25 18.0625

22 3.55 3.55 12.6025

13 -1.85 -1.85 3.4225

2 -0.7 -0.7 0.4900

1 -0.75 -0.75 0.5625

14 5.25 5.25 27.5625

12 -2.35 -2.35 5.5225

5 -6.55 -6.55 42.9025

3 0.9 0.9 0.8100

2 5 5 25

2 -1.5 -1.5 2.2500

2 -3.74 -3.74 13.9876

1 -3.62 -3.62 13.1044

0 -0.84 -0.84 0.7056

1 0.3 0.7 0.4900

2 1.5 0.5 0.2500

2 2.46 -0.46 0.2116

1 1.98 -0.98 0.9604

0 0.36 -0.36 0.1296

TOTAL 100 170.5892

81
 X2= ∑ (O-E)2
E
= 170.5892
100
X2=1.705892
Where, O = the frequencies observed
E = the frequencies expected
Calculated value = 1.705892
Degree of freedom = (r-) (c-1)
= (4-1) (5-1)
=3x4
= 12
At 5% Level of significance
Table value = 21.026
Calculated value < Table value
Hence H1 is accepted.

Conclusion:
Calculated value= 1.705892, Table value = 21.026,
Since table value is less than calculated value, H0is accepted and H1 is rejected.
Therefore, there is no significant difference between income &satisfaction
towards the services charges.

Findings:
82
1. From the study it was found that 36% of the Sharekhan ltd customers age
is in between 20-30 years.
2. 60% of the customers are male in Sharekhan ltd.
3. 36%of the respondents are salaried peoples.
4. 44% of the Sharekhan ltd customers annual income is below 5 Lakhs.
5. 59% of the Sharekhan ltd customers have contract notes & statements by
physically (Hard copy).
6. From the study it was found that 90% of the peoples are doing trading in
stock market.
7. Sharekhan ltd broking house customers are higher than other broking
houses.
8. 32% of the customers know Sharekhan ltd broking house by self-interest.
9. 44% of the Sharekhan ltd customers financial instrument are equity and
mutual funds.
10.Sharekhan ltd customers are mostly associated between 1-2 years.
11.84% of the customers have assured that demo is provided by Sharekhan
ltd.
12.29% of the Sharekhan ltd customers trading frequency is once in a week
(or) more.
13.26% of the Sharekhan ltd customers get their stock market information by
Sharekhan research magazines.
14.88% of the customers assured that terms and conditions are clearly
explained by Sharekhan ltd executives when account opening.
15.From the study it was found that 68% of the customers feels that Sharekhan
ltd sales executives approach is good with clear explanation.
16.61% of the Sharekhan ltd customers prefers online trading system for
trading.
17.40% of the Sharekhan ltd customers choose online trading with the reasons
as privacy, user friendly and time saving, Convenience.

83
 18.86% of the Sharekhan ltd customers feels online trading system motivates
to deal in shares and securities.
19.29% of the Sharekhan ltd customers receive new updates by letter format.
20.66% of the Sharekhan ltd customers current portfolio size is below 5 Lakhs.
21.Most of the Sharekhan ltd customers are interested to start trading in newly
issued IPO’s.
22.59% of the customers are satisfied with online software provided by
Sharekhan ltd.
23.44% of the Sharekhan ltd customers are satisfied with the executive
approach while explaining services.
24.44% of the customers are satisfied with the online trading services
provided by Sharekhan ltd.
25.43% of the customers are neutrally satisfied with the offline trading
services provided by Sharekhan ltd.
26.41% of the customers are satisfied with the new updates provided by
Sharekhan ltd.
27.39% of the Sharekhan ltd customers are neutrally satisfied with their
charges regarding the services.
28.From the study it was found that 35% of the customers ‘will recommend’
the services provided by Sharekhan ltd to others in future.

Suggestions:

84
 From the above analysis of the survey and personal observation of the
customer towards the awareness of the share and the share company
SHAREKHAN LTD. Lots of experience gained from the survey. The
observations and suggestions provided by the researcher will help the company
to survive in the market and also improvise their market potential in the current
competitive environment. With this the company should take immediate steps to
improve the nature of the business.

From the survey: -

1) Most of the customers got information about the company only through the
friends. The company should take necessary steps to concentrate on the
advertisements. Though they are advertising online, it is necessary to
advertise in TV, Radio and Press; only when they give these kinds of
advertisements they can get lot of customers.
2) The company should explain more about online trading services provided
by Sharekhan ltd.
3) The company should not provide unreasonable messages and phone calls
to the customers.
4) Many of the customers are not aware of software. Usefulness of such
software should be explained to them by giving demonstration, which it is
necessary for them to buy and sell the shares and to look after the market.
5) The company may think of deputing skilled relationship managers (RMs)
to help the customers through proper guidance and by passing on relevant
information.

85
Limitations of the Study:

 There where difficulties in obtaining data from the customers due

to their busy work schedule.
 An in – depth study of the company could not be carried out due to
shortage of time.
 Similarly, some customers were not willing to disclose their
personal or family matters regarding investment.
 The customers didn’t find sufficient time to fill up the questionnaire
properly.

86
CONCLUSION:
On the basis of the study it is found that Sharekhan ltd. Is better service
provider than the other stockbrokers because of their timely research and
personalized advice on what stocks to buy and sell. Sharekhan ltd. provides the
facility of trade tiger as well as relationship manager facility for encouragement
and protects the interest of the investors. It also provides the information through
internal and mobile alerts that what IPO’s are coming in the market and it also
provides its research on the future prospect of the IPO.

The company also organizes seminar and similar and similar activates to
enhance the knowledge of prospective and existing customers, so that they feel
more comfortable while investing in the stock market.

Majority of the customers are very happy offers and schemes. Some
customers are concerned about margin money, annual maintain cost and
brokerage charges. But according to the data majority of the customers are highly
satisfied with the Sharekhan ltd.

As Sharekhan ltd. Customers are satisfied organization shall increase

promotional activities to spread good word of mouth of the Sharekhan ltd.

87
 BIBLIOGRAPHY
WEBSITE

 www.Sharekhan.com
 www.economictimes.com
 www.moneycontrol.com
 www.bseindia.com
 www.nseindia.com
 www.sebi.gov.in
 www.investors.com
 www.investopedia.com

OTHERS

 Previous project reports

 Newspapers
 Sharekhan ltd.’s brochures
 Sharekhan ltd.’s value Guide

A study on Customer satisfaction towards service provided by

Sharekhan Ltd. Chennai
88
Questionnaires:
Name:
1) Age (in years)
□20 to 30 □30 to 40
□ 40 to 50 □ 50 to above
2) Gender:
□Male □Female
3) Source of income
□Salary □Business
□Ancestral property □Other
4) Your annual income?
□Below 5lakhs □5-25lakhs
□ 25-50lakhs □ 50lakhs and Above
5) Mode of receiving contract notes & statement of accounts?
□Physical (hardcopy) □Electronic (soft copy)
6) Have you been investing or trading in the stock market?
□Yes □No
7) From which broking house you do trading?
□Zerodha □Pro stocks
□Angle □Sharekhan
8) How you know about Sharekhan Ltd?
□Friends and Relatives □Advertisement
□Sales executives □Self interest

9) Which of these financial instruments are you currently investing in

Sharekhan?

89
 □Equity& Mutual fund □IPO’s &Bonds
□Currency & Commodities □Others
10) For how long year have been associated with Sharekhan Ltd?
□Less than 1 year □Between 1 to 2 years
□Between 3 to 5 year’s □5 years & Above
11) Was the demo regarding trade has been provided to you by Sharekhan Ltd?
□Yes □No
12) What is your frequency of trading?
□many times in a day □once in a day
□many times a week. □ once in a week or more
13) Do you have a relationship manager allocated to you?
□Yes □No
14) Would you like to undergo free education regarding Investment?
□Yes □No
15) What is your source of stock market information?
□ TV channel: □CNBC □NDTV PROFIT □other (specify)
□Newspaper: □Economic time’s □Others (specify)
□Share khan research magazines □Other research magazines
□Friends/Relatives □Brokers □Others (specify)
16) Whether terms and conditions of account opening clearly explained to you?
□Yes □No
17) Whether the sales executives of Sharekhan Ltd approached you with good
behavior and explaining?
□Yes □No

18) Which way you prefer for trading?

□Online □Offline
19) If you prefer online trading of Sharekhan then the reason for it?
□Privacy □User friendly &Time saving
□Convenience □All the above

90
20) Does online trading system motivate you do deal in securities & shares?
□Yes □No
21) How do you get new updates?
□Mails and Message □Letter format
□Phone calls □Others
22) What is your current portfolio size?
(Total investment in shares and mutual fund)
□Below 5 lakes □5-25lakes
□25-50lakes □50lakes and above
23) Have you interest in start trading newly issued IPOs?
□Yes □No

Rate the level of satisfaction towards the following

91
 Highly
Highly
Satisfied Neutral Dissatisfied dissatisfied
satisfied

24.Online
software usage

25.Executive
approach
while
explaining
services
26.Online
trading
services
27.Offline
trading
services

28.New
updates

29.Charges
regarding
services

30) How will you recommend the services provided by Sharekhan Ltd in
future?
□Highly recommend □Recommend □Neutral
□Will not recommend □Highly will not recommend
31) What is your feedback to improve the service?
---------------------------------------------------------------------------------------------
---------------------------------------------------------.

92