EXECUTIVE SUMMARY Customer Satisfaction is very important aspect of any business.

So, for the success of organization in the present days customer should be satisfied with the services provided by the particular organization. Due to the increases of heavy competition in Broking industry, it becomes difficult for the companies to retain the customers for longer time. So retain the customer for longer time the marketer has to do only one thing i.e. customer satisfaction. The main objecting of my project was to analyze the satisfaction level & Expectation of customers from the Sharekhan Ltd. Sharekhan Ltd. delivers different broking services to customers like online Trading, equity & derivatives trading, depository services, online services, commodities trading, dial-n-trade, portfolio management, share shop, fundamental research and technical research. So, it has become very crucial for every company to acquire new customers and serving them profitably, providing cost effective Service without compromising on quality. For analyzing the satisfaction level of Customers I used Focused Group Research where, I had taken 50 Existing customer of Sharekhan Ltd . On that basis I prepared structured questionnaire & with the help of questionnaire I tried to find out the satisfaction level as well as the expectation of clients towards the Sharekhan.

Chapter 1 INTRODUCTION

INTRODUCTION TO BROKING INDUSTRY

Brokerage firms are the business entities that deal with stock trading. India, with an increasing capital market and a growing number of investors, has a number of brokerage firms. In Indian retail brokerage industry, the brokerage firms primarily work as agents for buying and selling of securities like shares, stocks and other financial instruments and earn commission for each of the transactions. There are plenty of brokerage firms in India. Let's have a look at the top 10 brokerage firms in India. Before talking anything about top brokerage firms in India, let's have a glance at the Indian retail brokerage market, which is going through a wonderful phase with high growth rate. The total trading volume of the Indian brokerage companies stood at US$ 1239.1 billion in the year 2004, which increased to US$ 1492.1 billion in 2005. It is further expected to reach US$ 6535.7 billion by the year 2015.

The NSE first introduced online trading in India. The Online trading system imparted a greater level of transparency and investors preferred exchanges that offered Online trading because of the following factors: The ease of operation from the view of the both members and the investors. Increase in the confidence of the investors because of higher level of Transparency. Facilities better monitoring of the market by the exchange. The best price achieved in buying and selling. All these resulted in ever-increasing volumes on the exchanges offering the Online trading. Trading timings are from 9:00 A.M. to 3:30 P.M. on all 5 days of the trading period. Monday to Friday is the trading period in all the stock exchanges. SEBI has stipulated that all the stock exchanges in India must have same
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trading Period. Share Khan deals in buying and selling equity shares and debentures on the National Stock Exchange (NSE), the Bombay Stock Exchange (BSE) and the Over The-Counter Exchange of India (OTCEI). Share Khan is provided with a computer and required software from their Registered stock exchanges. These centers are called Broker Work Stations. These computers are connected to the server at the stock exchanges through Cable. The Member or broker sitting in his office can send the quotations, orders, negotiations, deals, in-house deals, auction orders etc., through the computer.

Introduction of the online Trading

ONLINE TRADING BY NSE & BSE

The central computer located at the Exchange is connected to the workstations of the Brokers through satellite using Very Small Aperture Terminals (VSATs). Orders placed at the Brokers' workstations reach the central computer and are matched by the computer based on price and time priority.Both the exchanges have switched over from the open outcry trading system to a fully automated computerized mode of trading known as BOLT (BSE on Line Trading) and NEAT (National Exchange Automated Trading) System. It facilitates more efficient processing, automatic order matching, faster execution of trades and transparency. The scripts traded on the BSE have been classified into 'A','B1', 'B2', 'C', 'F' and 'Z' groups. The 'A' group shares represent those, which are in the carry forward system (Badla). The 'F' group represents the debt market (fixed income securities) segment. The 'Z' group scripts are the blacklisted companies. The 'C' group covers the odd lot securities in 'A', 'B1' & 'B2' groups and Rights renunciation

Objectives of the online trading: Internet trading is expected to Increase transparency in the markets, Enhance market quality through improved liquidity, by increasing quote Continuity and market depth, Reduce settlement risks due to open trades, by elimination of mismatches,

MEANING OF ONLINE TRADING

Change is the law of nature. There were times when man was a wanderer Or a normal. He himself had to go place to place in search of food, water and now Everything is available at your doorstep just at the click of the mouse. The growth of information technology has affected almost all sectors of life. Internet has enabled us to get every information at our doorstep. When Internet has affected all sectors he could stock markets the most important player of the economy, has remained far behind? Like all other sectors Internet has set its feet in the stock markets also. Internet trading commissions are clearly posted on the websites of the Various services, and are typically a fixed rate charge, depending upon the type of security being traded and the size of trade. In theory, therefore, an Interest investor always knows what commission he is being charged on each trade. Internet investors can take as much time as they would like to take prior to placing a trade order. Similarly the online investor likely does not have to worry that his broker is making unauthorized trades. Since there is no individual broker making a commission, the only person who is authorized to trace in a account is the actual investor. Furthermore, the internet investor can never become a victim of excessive trading (where for the broker) since the investor maintains total control over the number of transactions which take place in the account. First and foremost, the average investor is not an expert in the financial Markets. An online investor sitting at home at a personal computer also foregoes proper investment advice and financial planning, perhaps among the most valuable services provided by traditional brokers.

There are, of course, additional risks relative to performing transactions over the Internet especially on a shared computer. Those people whom investors have provided their account number and password can freely trade that account while the investor will have little, if any, resource against the brokerage firm for the breach of security.
MANUAL TRADING

Trading procedure before introduction of online trading Trading on stock exchanges is officially done in the trading ring. In the tradingRing the space is provided for specified and non-specified sections, the members and their authorized assistants have to wear a badge or carry with them an identity card given by the exchange to enter the trading ring. They carry a book or confirmation memos, duly authorized by the exchange and carry a pen with them. The stock exchanges operations are floor level are technical in nature Non-members are not permitted to enter in to stock market. Hence various stages have to be completed in executing a transaction at a stock exchange .

The steps involved in this method of trading have given below: Choice of broker: Sell shares and transact business, have to act through member brokers only. They can also appoint their bankers for this purpose as per the present regulations. Placement of order: The next step is the prospective investor who wants to buy shares or the Investors, who wants to place order for the purchase or sale of securities with a broker. The order is usually placed by telegram, telephone, letter, fax etc or in person. To avoid delay, it is placed generally over the phone. The orders may take any one of the forms such as At Best Orders, Limit Order, Immediate or Cancel Order, Limited Discretionary Order, and Open Order, Stop Loss Order.

Trade Tiger online share Trading Software

Normally the exe is auto downloaded and updated. The auto update may fail if you dont have HTTP access. Incase auto updating fails follow the steps given below:

Normal Clients Download the DLL and save it in your installation path (Eg: C:\Program Files\share khan\tradetiger2.0 or C:\sharekhan\tradetiger2.0\). Download Here

Download Trade Tiger exe for 32 Bit Windows OS from here and save it in your installation path(Eg:C:\share khan\tradetiger2.0\ or C:\Program Files\share khan\tradetiger2.0\).

Online Power Broker/HNI Clients Download the DLL and save it in your installation path (Eg: C:\Program Files\share khan\tradetiger2.0 or C:\sharekhan\tradetiger2.0\).Downlo ad Here

Download Trade Tiger exe for 64 Bit Windows OS from here and save it in your installation path (Eg: C:\sharekhan\tradetiger2.0\ or C:\Program Files\share khan\tradetiger2.0\).

Offline Power Broker Clients Download the DLL and save it in your installation path (Eg: C:\Program Files\sharekhan\tradetiger2.0 or C:\sharekhan\tradetiger2.0\). Download Here

Need of the study:This project report is all about the study of client who are investing their money through the medium of online share trading .Now a days the people are searching many ways to invest their money. Online share trading is one of the best options to invest money. Online share trading is very easy and secure. The topic is to study the consumer preference towards investment in stock market.

DEMAT A/C is a pool of various scripts and securities, where as online trading A/C is a tool of purchasing/ selling of shares or scripts online. These scripts are then transferred to DP i.e. Depository account after three days.

Statement of the Problem:Problem definition is one of the most important parts of the study. It is very important to define the problem. If the problem is properly defined then it will provide a way of proper guide line for the further study. The properly defined problem will direct the survey on the proper path. And it is truly said that a properly defined problem is a half solve. Under noted problems are envisaged in this area. Difficulties in providing competitive services to the customers. Difficulties in knowing the customer Expectation from the Sharekhan. Difficulties in retaining the customer with Sharekhan.

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OBJECTIVE OF THE STUDY

Now, in this corporate era every broking firm wants to sustain their business by satisfying their customers in this competitive market. So, to analyze the satisfaction level and expectation we have to consider some Primary Objective as well as Secondary Objective.

Primary objective: To find out the customer satisfaction towards the online trading.

Secondary objectives: TO study the awareness of people towards online trading and demat account. To study customer satisfaction towards operating expenses of online trading. To study the clients satisfaction towards the securities of their returns. To study the difficulties faced by the customer while trading online at Share Khan. To compare the major broker of Pune region. To study the awareness of TRADE TIGER online share trading software.
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Research Hypotheses:
A hypothesis is a tentative generalization- validity of which remains to be tested. Positive hypotheses:Most customer are Satisfied with the online trading service Negative hypotheses:Very few customers are satisfied with the online trading service

Scope of the study: The research helps in dealing with consumers. Future researchers may use it as a secondary source of data. The research report could be further used by me in future for advanced research on the topic. The research may helps in awareness about the TRADE TIGER software.

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Limitation of the study:-

I have completed survey only current client of Share Khan. Every time there was not positive support from client Sometime client were not serious about the questionnaire There were not enough parameters or the study materials available for the interpretation of the result so as to reach to a final conclusion.

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Chapter 2 Profile of the Organization

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Profile of the organization

SHAREKHAN LTD. Sharekhan ltd. is one of the leading retail stock broking house of SSKI group which is running successfully since 1925 in the country.

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

Mission To educate and empower the individual investors to make better investment decision through quality work advice and superior service.

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PROFILE OF THE ORGANISATION

Name of the company Slogan Year of establishment Head Quarter Sharekhan Securities LTD. Your Guide to the Financial Jungle. 1925. Sharekhan ltd. 10th Floor, Beta Building, Lodha iThink Techno Campus, Off. JVLR, Opp. Kanjurmarg Railway Station, Kanjurmarg(East), Mumbai 400042. Maharashtra; India 400013. Nature of Business Services Service provider. Depository service, online service and Technical Research. Over 3500. www.sharekhan.com 1-800-22-7500

Number of Employee Website Dial Toll-Free Branch

Share khan security pvt.Ltd Pune

Pashan Road, Behind Volkswagen Showroom, Pune
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Company overview

Sharekhan Limited. Sharekhan Limited offers online security broking and portfolio services to institutions and large corporate houses as well as individual investors. Sharekhan Limited was formerly known as SSKI Investor Services Private Limited. The company is based in Mumbai, India. SSKI has more than eight decades of trust and credibility in the Indian stock market. In the Asia Money broker's poll held recently, SSKI won the 'India's best broking house for 2004' award. It has been providing institutional-level research and broking services to individual investors.

Key Executives

Mr. Tarun Shah Chief Executive Officer and Director Mr. Prathik Gandotra Head of Research Mr. Tushar Kamath Secretary Mr. Rishi Kohli Vice President of Equity Derivatives

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 Technology With their online trading account one can buy and sell shares in an instant from any PC with an internet connection. Customers get access to the powerful online trading tools that will help them to take complete control over their investment in share. Accessibility Sharekhan provides services for investors. These services are accessible through many centers across the country (Over 650 locations in 150 cities), over the Internet (through the website www.sharekhan.com) Knowledge In a business where the right information at the right time can translate into direct profits, investors get access to a wide range of information on the content-rich portal, www.sharekhan.com. Investors will also get a useful set of knowledge-based tools that will empower them to take informed decisions. Convenience One can call Sharekhans Dial-N-Trade number to get investment advice and execute his/her transactions. They have a dedicated call-center to provide this service via a Toll Free Number 1800-22-7500 & 39707500 from anywhere in India. Customer Service Its customer service team assists their customer for any help that they need relating to transactions, billing, dmat and other queries. Their customer service can be contacted via a toll- free number, email or live chat on www.sharekhan.com.
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 Investment Advice Sharekhan has dedicated research teams of more than 30 people for fundamental and technical research. Their analysts constantly track the pulse of the market and provide timely investment advice to customer in the form of daily research emails, online chat, printed reports etc. Products of Sharekhan ltd: Equities Derivatives Commodities Currency Mutual funds IPOs PMS Insurance Demat

PRODUCT & SERVICES A Sharekhan outlet offers the following services: Online BSE and NSE executions (through BOLT & NEAT terminals) Free access to investment advice from Sharekhans Research team Sharekhan Value Line (a monthly publication with reviews of recommendations, stocks to Watch out for etc) Daily research reports and market review (High Noon & Eagle Eye) Pre-market Report (Morning Cups) Daily trading calls based on Technical Analysis Cool trading products (Daring Derivatives and Market Strategy) Personalized Advice Live Market Information Depository Services Derivatives Trading (Futures and Options) IPOs & Mutual Funds Distribution Internet-based Online Trading: Speed Trade

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TYPES OF PRODUCTS Classic Account Fast trade Account Trade Tiger

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Sharekhan has tied up with Eleven to facilitate the transfer of money from saving account to Dmat account and vice versa .and by only these banks one can transfer the money by e-banking .

AXIS Bank. Bank of India. Citi Bank. HDFC Bank. ICICI Bank. IDBI Bank. IndusInd Bank. Oriental Bank of Commerce.{OBC} Union Bank of India. Yes Bank. Deutsche Bank.

Comparison with Competitors Reliance There tie-ups with only two banks i.e. HDFC and IDBI. In Reliance per call is Rs15 extra. ICICI Here per call charge is Rs 25. In ICICI you can only access one company at that time. There tie up is only one bank that is ICICI. There is high brokerage for delivery is 0.75 paisa and intraday is 0.25 paisa. Annual charges are Rs 500.

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Glorious History..
SHAREKHAN
Share khan, Indias leading stock broker is the retail arm of SSKI, an organization with over eighty years of experience in the stock market with more than 280 share shops in 120 cities and big towns, and premier online trading destination www.sharekhan.com. Share khan offers the trade execution facilities for cash as well as derivatives, on BSE and NSE, depository services, commodities trading on the MCX(Multi Commodity Exchange of India Ltd) and NCDEX (National Commodity and Derivative Exchange) and most importantly, investment advice tempered by eighty years of broking experience. Share khan provides the facility to trade in commodities through Sharekhan Commodities Pvt.Ltd-a wholly owned subsidiary of its parent SSKI. Sharekhan is the member of two major commodity exchanges MCX and NCDEX.

SSKI
Apart from Share khan, the SSKI group also comprises of institutional broking and corporate finance. The institutional broking division caters to domestic and foreign institutional investors, while the corporate finance division focuses on niche areas such as infrastructure, telecom and media. SSKI owns 56% in Share khan and the balance ownership is HSBC, First Caryl and Intel Pacific. SSKI has been voted as the top domestic brokerage house in the research category, twice by Euro money survey and four times by Asia money survey. Share khan, Indias leading stockbrokers the real arm of SSKI, an Organization with over eight decades of stock market experience. With more than 175 share shops in over 80 cities, and a presence on internet through www.sharekhan.com, Indias premier online trading destination, we reach out to customers like no one else.

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Share khan offers you trade execution facilities on the BSE and the NSE, for cash as well as derivatives, depositary services and most importantly, investment advice tempered by 80 years of research and broking experience. To ensure that your trading experience with share khan is fast, secure and hassle free. We offer a suite of products and services, providing you with a multi-channel access to the stock markets. SSKI group also comprises institutional broking and corporate finance. While the institutional broking division caters to the largest domestic and foreign institutional investors. The corporate finance division focuses on niche areas such as infrastructure. Telecom and media. SSKI holds a sizeable portion of the market in each of these segments. As the forerunner of investment research in the India market, we provide the best research coverage amongst broking houses in India. Our research team is rated as one of the best in the country. Voted four times as the top domestic brokerage house by Asia money survey. SSKI is consistently ranked almagest the top domestic brokerage houses in India. Dematerialization in short called as Demat is the process by which an investor can get physical certificates converted into electronic form, Rs 20 per scrip per day (the brokerage per scrip will be charged for the trades resulting in delivery on actual or Rs. 20 whichever is more). (For e.g. If a customer buys 100 shares of sail, total delivery value =2200. Brokerage @ 0.5% = rs 11, but the min chargeable amt per scrip per day = rs 20), so additional rs 9 will be charged as min delivery handling charges)

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COMPANY BACKGROUND: Share khan is the retail broking arm of SSKI, securities PVT ltd. SSKI owns 56% in share khan, balance ownership is HSBC, first Carlyle, and Intel Pacific Into broking since 80 years Focused on providing equity solutions to every segment Largest ground network of 210 branded share shops in 90 cities.

ONLINE ACCOUNT TYPES:Commercial Terms and Conditions to open online trading account Account Opening Fees: CLASSIC ACCOUNT: 750/-(Life Time opening charges) SPEED TRADE: 1,000/-up with 9 top international banks. (City Bank, HDFC, IDBI, Oriental Bank of Commerce, UTI, Indus Ind Bank, UBI, Yes Bank& ICICI)

Brokerage:
0.10 %( Each leg) + Turnover Tax +Stamp Duty+ Service Tax For each leg of Intra-day trades 5paise (Each leg) +Turnover Tax +Stamp Duty+ Service Tax For each leg of Intra-day trades. (Minimum brokerage for shares below Rs.50,) 0.50 %( Each leg) + Turnover Tax +Stamp Duty+ Service Tax for trades resulting in delivery. 10paise (Each leg) +Turnover Tax +Stamp Duty+ Service Tax For each leg of Intra-day trades. (Minimum brokerage for shares below Rs.20). A minimum brokerage Rs.18 for delivery trades.

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Exposure:
You will be given a Trading account with 25% margin i.e. 4 Times your margin With SHARE KHAN.

CLASSIC PREPAID A/C:

Account opening Charges 750/5000/- Advance Brokerage cheque. Brokerage: Delivery 0.50% Intraday 0.10%

SPEED TRADE PREPAID A/C:

Account Opening Charges: 2000/Brokerage: Delivery - 0.25% Intraday 0.05%

CLASSIC / WEBSITE FEATURES Facility to integrate choice of 4 banks / DP / trading account Instant credit for shares sold from DP Automatic pick-up of shares from linked DP for pay-in Automatic deposit of shares into linked DP after pay-out 4 times leverage on margin trades Margin trading available for entire market session Slab wise brokerage structure for delivery and margin trades, shortly Free calls for order placement on toll-free Trusted, professional advice of tele-brokers Facility to enter after market orders online & via phone
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 Daily research newsletter (investor eye) via e-mail Access to new IPO without any paperwork Advanced portfolio monitoring tools Integrated DP account with trading account Option of linking additional 4 DP accounts to trading account Choice of linking 4 banks to trading A/C for online payments Cash and derivatives trading in a single account E-mail confirmations for all transactions Choice of electronic/ physical contracts

SPEEDTRADE EXE FEATURES: All the features of classic Trade execution in 2-3 second Instant order / trade confirmations in the same window Hot keys similar to a brokers terminal Multiple tic-by-tic intra-day charts \ with multiple indicators Availability of 2 ISP & 6 Servers ensuring maximum uptime Customized alerts based on multiple parameters Cancel all / square off all facility Window for top gainers, top losers, and most active updated live.

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COMPETITORS

1. India Bulls 2. Motilal Oswal 3. Religare 4. Kotak Securities 5. ICICI Direct 6. Anand Rathi 7. India Infoline 8. Reliance Money 9. Angel Broking 10. 5 paisa.com

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Chapter 3 RESEARCH METHODOLOGY

28

REAEARCH METHODOLOGY

Research methodology is a way to systematically solve the research problem. It may be understood as a science of studying how research is done scientifically. In it we study the various steps that are generally adopted by a researcher in studying his research problem along with logic behind him. Why a research study has been undertaken, how a research problem has been defined, in what way and why the hypothesis has been formulated, what data have been collected and what particular method has been adopted, why particular technique of analyzing data has been used and a host of similar other questions are usually answered when we talk of research methodology concerning a research problem or study.

METHODOLOGY OF THE STUDY:

The researcher can gather primary data, secondary data or both. Secondary data are data that were collected for another purpose and already exist somewhere. Primary data are data specially gathered for a specific purpose or for specific research project. When the needed data do not exist or are outdated, inaccurate, incomplete, or unreliable, the researcher will have to collect primary data. Most marketing research projects involve some primary data collection Primary method: This method includes the data collected from the personal interaction with authorized members of Share khan Securities limited. Secondary method: The secondary data collection method includes: The lecturers delivered by the superintendents of respective departments. The brochures and material provided by Share khan Securities limited and Data collected through distribution of questionnaires from a sample. The data collected from the magazines of the NSE, economic times, and etc., various books relating to the investments, capital market and other related topics.
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The main source of information for the project was Weekly magazine Internet Newspapers

Like near main markets, cinema s, hotels, ATM or etc where people come in good

numbers.

NEED FOR THE STUDY:

The present study to review the online trading procedure a case study of ONLINE TRADING at SHARE KHAN. As the exchange has changed its trading from the outcry mode to online trading on 20th February 1997, there is need to assess the performance of the capital market.

POPULATION SIZE SAMPLE SIZE RESEARCH DESIGN: Meaning: -

: :

1000 135 Customers

The formidable problem that follows the task of defining the research problem is the preparation of the design of research project, popularly known as Research design. Decisions regarding what, where, when, how much, by what means, concerning an inquiry or a research study constitute a research design. A research design is the arrangement of conditions for collection and analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedure.
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More explicitly, the design decisions happen to be in respect of: What is the study about? Why is the study being made? Where will the study be carried out? What type of is required? Where can the required data be found? What periods of time will the study include? What will be the sample design? What techniques of data collection will be used? A research design is the arrangement of conditions for collection and analysis of in a manner and aims to combine relevance to the research purpose with economy in procedure. In fact the research design is the conceptual structure with in which research I conducted. Research design is needed because it facilitates the smooth sailing of the various research operations thereby making research as efficient as possible yielding maximum information with minimal expenditure of effort, time and money. I have adopted descriptive and conclusive research design. Descriptive research is those studies, which are concerned with describing the characteristics of a particular individual or a group. Since the aim is to obtain the accurate information about the customer in terms of his interest towards investment in stock sector. I have used the techniques of questioning customer in order to know their consumer behavior, their interests, their needs and etc. It is very important for the sales executive to study the mind of the customer so that the personal visit would not be a waste of time, money and efforts.

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RESEARCH METHODOLOGY

Research Type Data Source

Descriptive Research Primary Data and Secondary data

Research Instrument Type of Questionnaire Population Size Sample Size Sampling Method Contact Method

Questionnaire Method Structured 1000 135 customers Convenience sample Personal Interview

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Chapter 4 DATA PRESENTATION, ANALYSIS & INTERPRETATION

33

1. HOW DID YOU COME TO KNOW ABOUT SHARE KHAN?

Sr.No 1 2 3 4

Sources News Paper Internet Reference Group Seminar

No. of respondance 11 47 64 13 Table No-4.1

%. of respondance 8% 35% 47% 10%

50% 45% 40% 35% 30% 25% 20% 35% 15% 10% 5% 0% News Paper Internet Referene Group Seminar 8% 9.60% 47%

Fig No-4.1 Interpretation

From the above analysis it is concluded that majority of client getting information from reference group and there is very few people who attending the seminars regarding Share market .Now a days Most of the people are well known about internet, so they getting information from internet.

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2. What do you think about the operating expenses of share khan as compare to the other?

Sr.No 1 2 3 4 5

Attributes Less Normal Medium High Very High

No. of respondance 5 26 22 72 10 Table No-4.2

%. of respondance 4% 19% 16% 53% 7%

60%

50%

40%

Less Normal

30% 53.00% 20%

Medium High Very High

10% 4% Less

19%

16% 7%

0%

Normal

Medium

High

Very High

Fig No-4.2 Interpretation From the above analysis it is cleared that majority of clients think operating expenses are high as compare to other broking firms.

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3. What do you consider the most while making an investment?

Sr.No 1 2 3

Attributes Risk Returns Both

No. of respondance 32 21 82 Table No-4.3

%. of respondance 24% 15% 61%

Sales
24%

Risk
61% 15%

Return Both

Fig No-4.3 Interpretation

From the above analysis it is concluded that majority of clients suppose that investment in share market is may be risk or it may be returns.

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4. What is your motive for making investment in share and securities in share market?

Sr.No 1 2 3 4

Attributes Risk management High volume transaction with fewer margin Index Low brokerage as compare to delivery segment

No. of respondance 17 69 7 42

%. of respondance 13% 51% 5% 31%

5. Table No-4.4

60% 50% 40% 30% 20% 10% 0% 13% 5% 51% 31% High volume transaction with fewer margine Index Low brokerage as compare to delivery segment Risk management

Fig No-4.4 Interpretation

From the above analysis it is found that majority of clients wants high volume transaction with fewer margins. And some clients want low brokerage as compare delivery segment.
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5. Are you satisfied with the returns provided by the Sharekhan?

Sr.No
1 2 3 4

Attributes
Much Very much Not assure Cant say

No. of respondance
19 6 36 74

%. of respondance
14% 4% 27% 55%

Table No-4.5

60% 50% 40% 30% 20% Can't say 10% 0% Much Very much Not assure Can't say

Much Very much Not assure

Fig No-4.5 Interpretation

From the above analysis it is concluded that most of the clients do not have that much of confidence while trading. They do not have assurity about their returns whether they will get benefit or not.

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6. Are you aware about TRADE TIGER online trading software?

Sr.No 1 2

Attributes Yes No

No. of respondance 82 53 Table No-4.6

%. of respondance 61% 39%

Sales

39% Yes 61% No

Fig No-4.6
Interpretation The above Pie chart indicates that majority of clients are aware about Trade Tiger Software. And some of them are not at all aware about Trade Tiger.

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7. Which firm, according to you is the big competitor for share khan in Pune region?

Sr.No 1 2 3 4

Attributes India Bulls Angel Broking SMC Religare

No. of respondance 38 59 27 11 Table No-4.7

%. of respondance 28% 43% 20% 9%

45% 40% 35% 30% 25% 20% 15% 10% 5% 0% India Bulls Angel Broking SMC Religare 28% 20% 9% Religare 43% India Bulls Angel Broking SMC

Fig No-4.7 Interpretation

From the above study it is concluded that Angel Broking is the main competitor to the Share khan in Pune. India Bulls & SMC also tough competitors of Share khan in Pune.

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8. Are you facing any difficulty while trading at Share Khan?

Sr. no. 1. 2.

Particulars Yes No

No of respondent 55 80 Table 4.8

% Percentage 41 59

55 Yes No

80

Fig. no. 4.8

Interpretation
From this analysis, I found that most of the customers not having difficulties while operating the online trading. So, very few customers are facing problem while operating.

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9. Are you satisfied with the current ser vices provided by Sharekhan?

Sr.No 1 2 3 4

Attributes Completely satisfied Satisfied Below satisfied Not satisfied

No. of respondance 08 37 63 27 Table No-4.8

%. of respondance 6% 28% 46% 20%

50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% Completely satisfied Satisfied Below satisfied Not satisfied 6% 28% 20% 46% Completely satisfied Satisfied Below satisfied Not satisfied

Fig No-4.8

Interpretation From the above analysis it is concluded that most of the clients are not that much of satisfied from the services provided by the Share khan. There were only few clients who are satisfied regarding the services provided by the Share khan Securities Ltd.
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Hypotheses Testing:-

The hypotheses which we have taken into consideration was..

Positive hypotheses:Most customer are Satisfied with the online trading service

Negative hypotheses:Very few customers are satisfied with the online trading service

The below hypotheses can be tested from the key question which was mentioned in our questionnaire i.e.

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CHAPTER 5FINDINGS & SUGGESTION

44

 Findings from the Survey:-

The survey focuses on certain key points which drawn attention over certain aspects which overlooked by company, it also derives certain important issues which should be taken into consideration on the basis of the survey There is an increasing awareness among the people regarding Share market sector. Majority of clients are in the mind that the operating expenses of Share khan is medium i.e. not so high and not so less. Some of the clients were not interested in giving the correct information. Majority of clients were facing difficulties at the time of online share trading. During this project it was found that operating expenses of Share khan is more as compare to competitor broking firms. During this project it was found that customer of the Share khan were satisfied. Customer are faced the problem at the time of online share trading. Trade Tiger software are very useful to customer for online trading. It was found that client was not satisfied about their security return. It was found that the major competitor of Share Khan is ANGLE Broking. It was found that clients were not satisfied towards Operating Expenses.

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 Suggestions to the Company:

The previous chapter appropriately summarizes the recipe of designing successful marketing strategy in the light of finding brought by the report and the supporting framework, few suggestions are proposed considering the current marketing scenario.

If clients have to be sustained then company should decrease their operating expenses. Company should provide information and guide the clients about Trade Tiger online trading software because majority clients are not well aware about it.

FINDINGS OF THE STUDY: During this project it was found that customer of the Share khan were satisfied. Customer are faced the problem at the time of online share trading. Trade Tiger software are very useful to customer for online trading. It was found that client was not satisfied about their security return. It was found that the major competitor of Share Khan is ANGLE Broking.

It was found that clients were not satisfied towards Operating Expenses.

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 CONCLUSION FROM THE STUDY: Majority of client are satisfied towards the online share trading at Share Khan. Operating expenses is very high as compare to other Stock broking firms. Trade Tiger software are useful, but it is not easy to handle. Broking charges are high as compare to other broking firms.

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BIBLIOGRAPHY
www.sharekhan.com www.google.com www.wikepedia.com Principles of Marketing by Philip Kotler Research Methodology by C.R.Kothari

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ANNEXURE

Questionnaire
SHAREKHAN SECURITIES LTD. PUNE Study Customer Satisfaction towards Online Share Trading at Share khan Ltd
Name of Customer___________________________________________________ Age-_______ Sex-_____ Occupation-____________ Income________________ Address____________________________________________________________ ________________________________________________________ Mobile No.__________________________

1. Are you aware of online share trading? a) Yes b) No

2. Do you have a Demat account? a) Yes b) No

3. in which company you have demat & trading account? a)Share Khan c) Angel Broking b)Religare d) SMC

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3. How you reach investment from where you got the information of online investment at Share khan? a) Newspaper C) Reference Group b) Internet d) Seminar

4. What do you think about the operating expenses of share khan as compare to the Other competitors? a) Less b) Normal c) High d) Very High

5. Most important thing you take your mind while making investment? a) Risk b) Return c) Both

6. What is your motive for making investment in share and securities in share market? a) Risk management c) Index b) High volume transaction with fewer margins d) Low brokerage as compare to delivery segment

7. Are you satisfied with the current services provided by your Broker? a) Fully Satisfied c) Below Satisfied b) Above average Satisfied d) Not Satisfied

8. How much assure you are about the return when you trade with Share Khan? a) Much c) Not Assured b) Very much d) Cant Say
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9. Are you aware about TRADE TIGER online trading software? a) Yes b) No

10. If yes, are you using it? a) Yes b) No

11. Are you facing any difficulty while trading at Share Khan? a) Yes b) No

12. If yes please specify?

13. Which firm, according to you is the big competitor for share khan in Pune region? a) Share Khan d) Angel Broking b) Religare e) SMC c) India bulls f) Any other

Signature

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