CHAPTER: 1

INTRODUCTION TO THE TOPIC

1
 CUSTOMER SATISFACTION.

The main aim of any company is to increase and manage the customer satisfaction
level. For that, companies tries to provide better services to their customers than
others.

It is important to manage the Customer Satisfaction, as it can influences long term

profitability of the firm. Customer Satisfaction has become the goal of the
organization because if customers are satisfied than an exponential revenue stream
will follow and profitability will increase. Hence on this basis, project is made on the
Customer Satisfaction towards Sharekhan Limited.

As a researcher, during this training period theoretical aspect are correlated into
practical one.

The purpose of this project is to know the level of Customer Satisfaction, needs and
problems of customers and their solutions.

WHAT ARE THE TOOLS?

Customer expectations can be identified using various methods such as:

1. Periodic contract reviews.

2. Market research.
3. Telephonic interviews.
4. Personal visits.
5. Informal discussions.
6. Satisfaction surveys.

2
Depending upon the customer base and available resources, we can choose a method
that is most effective in measuring the customer’s perceptions. The purpose of the
exercise is to identify priorities for improvements. We must develop a method or
combination of methods that helps to continually improve service.

CONSUMER SATISFACTION PROCESS

The paramount goal of marketing is to understand the customer and to influence

buying behavior.

The process can be depicted as follows:-

1. Need recognition- realization of the difference between the desired and the current
situation that serves as a trigger for entire process.
2. Search for information.
3. Evaluation of alternatives.
4. Purchase decisions.
5. Post purchase dissonance.

3
 CHAPTER: 2

COMPANY PROFILE

4
Sharekhan was founded by Mumbai based entrepureneur Shripal Morakhia.Sharekhan
is one of the leading retail brokerage arm of Mumbai-based SSKI (SHANTILAL,
SHEWANTILAL, KANTILAL AND ISHWARNATH) Group which was running
sucessfully since 1922 in the country. Sharekhan offers its customers a wide range of
equity related services including trade execution on BSE, NSE, Derivatives,
depository services, online trading, investment advice etc.

The firm’s online trading and investment site - www.sharekhan.com - was launched
on Feb 8, 2000. The site gives access to superior content and transaction facility to
retail customers across the country. Known for its jargon-free, investor friendly
language and high quality research, the site has a registered base of over one lakh
customers.Sharekhan alone accounts for 32 per cent of the volumes traded online. The
objective has been to let customers make informed decisions and to simplify the
process of investing in stocks.

On April 17, 2002 Sharekhan launched Speed Trade, a net-based executable

application that emulates the broker terminals along with host of other information
relevant to the Day Traders. This was for the first time that a net-based trading station
of this caliber was offered to the traders. In the last six months SpeedTrade has
become a de facto standard for the Day Trading community over the net.

In India, Sharekhan has over 3500 employees, and is present in over 500 cities
through 154 branchse, more than 2300 business partners. The company has 14 lakh
clients and on an average, executes more than 4 lakh trades per day.

The Morakhiya family holds a majority stake in the company. HSBC, Intel & Carlyle
are the other investors.

5
With a legacy of more than 80 years in the stock markets, the SSKI group ventured
into institutional broking and corporate finance 18 years ago. Presently SSKI is one of
the leading players in institutional broking and corporate finance activities. SSKI
holds a sizeable portion of the market in each of these segments. SSKI’s institutional
broking arm accounts for 7% of the market for Foreign Institutional portfolio
investment and 5% of all Domestic Institutional portfolio investment in the country. It
has 60 institutional clients spread over India, Far East, UK and US. Foreign
Institutional Investors generate about 65% of the organization’s revenue, with a daily
turnover of over US$ 2 million. The Corporate Finance section has a list of very
prestigious clients and has many ‘firsts’ to its credit, in terms of the size of deal, sector
tapped etc. The group has placed over US$ 1 billion in private equity deals. Some of
the clients include BPL Cellular Holding, Gujarat Pipavav, Essar, Hutchison,
Planetasia, and Shopper’s Stop.

About Sharekhan Group

BNP Paribas has announced that it has completed its acquisition of brokerage firm
Sharekhan, a deal that was first announced in July 2015. The transaction has now been
finalised after having received approvals from all relevant regulatory authorities.

Tarun Shah, CEO and Director of Sharekhan, has announced his retirement. Jaideep
Arora, Director, who has been with Sharekhan since its founding in 2000, has been
appointed CEO with immediate effect, BNP Paribas said in a press statement.

ShareKhan, among the first truly online retail broking firms, has over 1.4 million
clients. With this acquisition, Sharekhan becomes a subsidiary of BNP Paribas S.A.
and will be part of the “Personal Investors” segment, BNP Paribas’ business line
dedicated to digital banking and investment services that serves 2.9 million individual
customers in India, Germany, Austria and Spain.

In June, the Foreign Investment Promotion Board rejected BNP Paribas’ proposal to
acquire Sharekhan, without stating a reason. In September, the acquisition was

6
approved with news reports suggesting the deal would bring in foreign investment of
Rs 2,060 crore.

Beatrice Cossa Dumurgier, Global Head of Personal Investors, BNP Paribas, said,
“With the completion of this acquisition, we are pleased to welcome colleagues and
clients of Sharekhan into the BNP Paribas Group. Building on Sharekhan’s position of
leadership, we will work towards making Sharekhan the preferred savings and
investment partner for individual customers in India.

BNP Paribas is already present in the Indian retail broking space, through Kochi-based
Geojit BNP Paribas in which it has a 32.6 per cent stake.

VISION

1. To be the top most company for providing investment advisory and financial
planning services in India.

2. To be a leading investment intermediary for transaction through both online and

offline medium.

MISSION

To educate and empower the indivisual investor to make better investment decisions
through quality advice and superior service.

1. Educate and empower

a) Research backed advice, which is easy to understand, retail specific and discipline
b) Total equity solutions for the entire investment process
c) Relationship Management

7
2. Superior service

a) Integrity
b) Transparency
c) Professionalism
d) Information - product, news, operation
e) Hassle free trading

PRODUCTS OFFERED BY SHAREKHAN

8
REASONS TO CHOOSE SHAREKHAN LIMITED

Experience.

SSKI has more than eight decades of trust and credibility in the Indian stock market.
In the Asia Money broker's poll held recently, SSKI won the 'India's best broking
house for 2004' award. Ever since it launched Sharekhan as its retail broking division
in February 2000, it has been providing institutuonal-level research and broking
services to individual invcestors.

Technology.

With our online trading account you can buy and sell shares in an instant from any PC
with an internet connection. You will get access to our powerful online trading tools
that will help you take complete control over your investment in shares.

Accessibility.

Sharekhan provides ADVICE, EDUCATION, TOOLS AND EXECUTION servies

for investors. These services are accessible through our centres across the country
over the internet (through the website www.sharekhan.com) as well as over the Voice
Tool.

Knowledge.

In a business where the right information at the right time can translate into direct
profits, you get access to a wide range of information on our content-rich portal,
sharekhan. You will also get a useful set of knowledge-based tools that will empower
you to take informed decisions.

9
Convenience.
You can call our Dial-N-Trade number to get investment advice and execute your
transactions. We have a dedicated call-centre to provide this service via a Toll Free
Number 1800-22-7500 & 1800-22-7050 from anywhere in India.

Customer Service.

Our customer service team will assist you for any help that you need relating to
transactions, billing, demat and other queries. Our customer service can be contracted
via a toll-free number, email or live chat on www.sharekhan.com.

Investment Advice

Sharekhan has dedicated research teams of more than 30 people for fundamental and
technical researchs. Our analysts constantly track the pulse of the market and provide
timely investment advice to you in the form of daily research emails, online chat,
printed reports and SMS on your mobile phone.

Benefits

1. Free Depository A/c

2. Secure Order by Voice Tool Dial-n-Trade.
3. Automated Portfolio to keep track of the value of your actual purchases.
4. 24x7 Voice Tool acess to your trading account.
5. Personalised Price and Account Alerts delivered instantly to your Cell Phone & E-
mail address.
6. Special Personal Inbox for order and trade confirmations.
7. On-line Customer Service via Web Chat.
8. Anytime Ordering.

10
 SHAREKHAN OFFERS YOU THE FOLLOWING:-

CLASSIC ACCOUNT

This is an User Friendly Product which allows the client to trade through website
www.sharekhan.com and is suitable for the retail investor who is risk-averse and
hence prefers to invest in stocks or who do not trade too frequently.

Features

a) Online trading account for investing in Equity and Derivatives via

www.sharekhan.com

b) Live Terminal and Single terminal for NSE Cash, NSE F&O & BSE.

c) Integration of On-line trading, Saving Bank and Demat Account.

d) Instant cash transfer facility against purchase & sale of shares.

e) Competative transaction charges.

f) Instant order and trade confirmation by E-mail.

g) Streaming Quotes (Cash & Derivatives).

h) Personlized market watch.

i) Single screen interface for Cash and derivatives and more.

j) Provision to enter price trigger and view the same online in market watch.

SPEED TRADE ACCOUNT

This is an internet-based software application, that enables you to buy and sell in an
instant. It is ideal for active traders and jobbers who transact frequently during day’s
session to capitalise on intra-day price movement.

11
 Features

a) Instant order Execution and Confirmation.

b) Single screen trading terminal for NSE Cash, NSE F&O & BSE.

c) Real-time streaming quotes, tic-by-tic charts.

d) Market summary (Cost traded scrip, highest calue etc.)

e) Hot keys similar to broakers terminal.

f) Alerts and reminders.

g) Back-up facility to place trades on Direct Phone lines.

TRADE TIGER

TRADE TIGER is a next generation online trading product that brings the power of
broker's terminal to customer PC. It is session to capitalize on intraday price
movement. Trade tiger is an internet-based application available on a CD, which
provides everything which trader needs on one screen.

Features

a) A single platform for multiple exchange BSE & NSE (Cash & F&O), MCX, NCDEX,
Mutual Funds, IPOs.
b) Multiple Charts with tick by tick Intraday and at End of Day Charting powered with
various studies.
c) Instant order Execution and Confirmation.
d) User can save his own defined screen as well as graph ternplate, that is, saving the
layout for future use.
e) User defined alert settings on input Stock Price trigger.

12
 DIAL-N-TRADE

Along with enabling access for your trade online, the CLASSIC and TRADE-TIGER
ACCOUNT also gives you our Dial-ntrade serives. With this service, all you have to
do is dial our dedicated phone lines 1-800-22-7500, 3970-7500.

AWARDS AND ACHIEVEMENTS

 Rated among the top 20 wired companies along with Reliance, HUJI, Infosys etc. by

"BUSINESS TODAY" January 2004 edition.

 Awarded "Top Domestic Brokerage House" four times by Euro Money and Asai

Money.

 Pioneers of online trading n India amongst the top 3 online trading websites from

India. Most preferred financial destination among online broking customers.

 India's most preffered brokers within 5 years "Awaaz Customers Award 2005"

 The team has completed over US $5 billion worth of deals in last 5 years - making it

amongst the most significant players raising equity in the indian market.

13
 CHAPTER : 3

LITERATURE REVIEW

14
Literature review

For service delivery to be effective, and for companies to understand how important
their clients are to them, an understanding must be reached between what is expected
of the company from a customer perspective, and the level to which the company is
meeting this expectation.

Kotler (2000) defined satisfaction as a person’s feeling of pleasure or disappointment

resulting from comparing a products’ perceived performance (or outcome) in relation
to his or her expectations. When customers become satisfied about the value that is
offered and sometimes his or her expectation is met and exceeded, can generate many
benefits for a firm. Positive word of mouth from existing and satisfied customers
sometimes can translate into more new customers to the firm. Also, satisfied current
customers often buy more products more frequently and are less likely to defect to
competitors than are dissatisfied customers. Firms that have high degree of customer
satisfaction, also seem to have the capacity to shield off competition particularly price
competition.

According to Kotler (2000) it is important to measure customer satisfaction regularly

through survey to determine customers’ level of satisfaction. He said this is because
firms may think that they are getting a sense of customer satisfaction through
customer complaints. However, in reality, 95 percent of dissatisfied customers do not
make any complaint and they just leave. As a result it is important for firms to make it
easy for the customer to complain. About 54 to 70 percent dissatisfied customers who
usually complain, will continue to do business again with the organization if their
complaints are taken care of and resolved.

15
Szwarc (2005: xi) states that there are two themes that must run parallel to each other
when delivering a quality service. Customer-centric organizations understand the
relationship between customer satisfaction, loyalty and profits. Staff should also
understand how to use market research to provide a competitive edge. Furthermore,
Swear (2005:xi) is of the opinion that it is evident that there is no simple management
model or research technique that will provide a clear and error-free answer as to what
drives customer satisfaction and customer loyalty. The second theme, according to
Szwarc (2005: xi), is that market researchers have the business tools that can enable
organizations to fully understand their customers’ perceptions, attitudes and behaviors.

The rewards of utilizing these tools are being able to equip staff to deliver a quality
service and secondly to enable the business to function as an organization that is
customer-centric.

16
 CHAPTER: 4

RESEARCH METHODOLOGY

17
Research methodology is a tool for obtaining information for the purpose of the
subject of the study. In this research I have used both primary and secondary resources
for data collection.

Primary source of data collection:

Primary data is the first hand information, which the researcher gets from the
population. The tool for collecting primary data is "Questionnaire". These data are
collected directly from the customers of Sharekhan Ltd.

Secondary source of data collection:

Secondary data are those data that have already been collected by someone else and
which have already been passed through the statistical process. In my project report
the sources of secondary data are obtained through:

 Brochures
 Internet websites

Sample Size:

 In this research I have taken 47 customers of the company as a sample size.

 I have enclosed questionnaire and data analysis and their interpretation with this
report.

Type of research:

The Research design used in this study was descriptive research design. It includes
surveys and fact-finding enquiries of different kinds. The main characteristic of this
method is that the researcher has no control over the variables; he can report only what
has happened or what is happening.

18
LIMITATION OF STUDY

The study has the following limitations.

 The study was conducted only in Delhi. This may not give generalized conclusion.

 The respondents were less interested in answering the questionnaire, as they felt
that it was an interruption to their regular work.

 The number of respondents was limited to 47 only.

 The analysis is based on the data provided by the respondents. The views of those
who did not participate in the survey is not included.

 The conclusions are based on the opinions expressed by the customers. Hence
they cannot be assured to unbiased or true representation of reality.

19
 CHAPTER: 5

DATA ANALYSIS AND INTERPRETATIONS

20
 Data Analysis.

1) Number of Males and Females who invest through Sharekhan.

Table-5.1

S.NO. Particulars No. Of Respondents. Percentage %

1. Male 34 72.34%
2. Female 13 27.66%

Percentage % of Males and Females

Male

27.66% Female

72.34%

INTERPRETATION:

From the above chart we can conclude that more of men invest through Sharekhan as
compared to women (i.e. 72.34% Males and 27.66% Females.).

21
2) The period of customer associated with Sharekhan.

Table-5.2
S.NO. Particulars. No. Of Respondents. Percentage.

1. Less than 1 year. 8 17.02%

2. Between 1 year to 5 year. 20 42.55%

3. Above 5 years. 19 40.43%

Customer Associated with Sharekhan.

Less than 1 year

17.02%
Between 1 year to 5
year
40.43%

42.55% Above 5 years

INTERPRETATION:

From the above chart we see that 40.43% of the people are trading through
Sharekhan for more than 5 years, 42.55% of the people are associated with
Sharekhan for 1-5 years and 17.02% of the people joined Sharekhan with less than 1
year.

22
3) Reason for choosing Sharekhan Ltd.

Table-5.3
S.NO. Particulars. No. Of Respondents. Percentage%
1. Low Account opening charges 10 21.28%
2. Services 13 27.66%
3. Brokers image in the market 16 34.04%
4. Others 8 17.02%

Reasons for choosing Sharekhan

27.66% 34.04% 17.02% Low Account

opening
charges
Services

Brokers image
21.28 in the market

Others

INTERPRETATION:

From the above chart, we can conclude that most of the people chooses Sharekhan as
their broker because of its reputation in the market which is 34.04%. 27.66% of the
people chooses it because of its services and 21.28% of the people chooses because
of its low account opening charges.

23
4) Customer investment on monthly basis

Table-5.4
S.NO. Particulars No. Of Percentage%
Respondents.
1 Less than 10000 22 46.81%
2 Between 10000 to 15000 15 31.91%
3 More than 15000 10 21.28%

Customer investment on monthly basis.

Less than
21.28%
10000
46.81%
Between

31.91% 10000 to

15000

More than

15000

INTERPRETATION:

We find from above chart that most of the Customers invest less than 10000
monthly through Sharekhan i.e. 46.81% and 31.91% of Customers' monthly
investments are between 10000 to 15000 and only 21.28% of Customers monthly
investments are more than 15000.

24
5) Customer satisfaction with the services provided by Sharekhan.

Table-5.5
S.NO. Particulars. No. Of Respondents. Percentage.

1. Satisfied 29 61.70%

2. Dissatisfied 18 38.30%

Customer satisfaction with the services provided

by Sharekhan.

Satisfied

Dissatisfied
38.30%
61.70%

INTERPRETATION:

From the above graph we can conclude that 61.70% of the customers are satisfied
with the services provided by Sharekhan and the other 38.30% feel the need for
improvement in the services being provided by them.

25
6) Reasons for customer dissatisfaction (out of 18).

Table-5.6
S.NO Particulars. No. Of Respondents. Percentage%
1. High Brokerage 9 50%
2. High margin Requirement 2 11.11%
3. Problems with relationship manager. 1 5.56%
4. Doubt in transparency in operations 1 5.56%
5. High maintenance charges 4 22.22%
6. Others 1 5.55%

Reasons for customer dissatisfaction.

5.55% High Brokerage

High margin Requirement

22.22%
50% Problems with relationship
manager
Doubt in transparency in
11.11% operations
5.56%
High maintenance charges

Others
5.56%

INTERPRETATION:

Here we can conclude that half of the Sharekhan's customers are dissatisfied because
of high brokerage rate. 11.11% of customers are dissatisfied due to high margin
requirement, 5.56% of customers have problems with relationship manager, 5.56%
have a doubt in transparency operations, 22.22% of customers found that the
maintenance charges are quiet high and 5.55% customers have other reasons for
dissatisfaction with Sharekhan.

26
7) Problems faced by the respondents.

Table-7
S.NO. Particulars. No. Of Respondents. Percentage%
1. Hidden Charges. 8 17.02%
2. Login Problems. 11 23.40%
3. Delay in order execution. 13 27.67%
4. Software speed problem. 12 25.53%
5. Other. 3 6.38%

Problems faced by Respondents.

6.38%

17.02%
Hidden Charges.
25.53%
Login Problems.
23.40%
Delay in order execution.
27.67% Software speed problem.
Other.

INTERPRETATION:

From the chart above we can find that, 28% of customers' order are not executed on
time, 25% of customers had a problem with the software speed, 23% of customers
faced a login problem, 18% of customers said that the company had charged them
and failed to explain why those charges were applied to them and rest 6% of
customers had faced other problems like trading without permission, ignorance of
operators etc.
27
8) Customer satisfaction level with respect to Solutions offered for their
problems

Table-5.8
S.NO. Particulars. No. Of Respondents. Percentage%
1. Satisfied. 31 65.96%
2. Dissatisfied. 16 34.04%

Customer satisfaction for solutions offered.

34.04%

65.96%

Satisfied. Dissatisfied.

INTERPRETATION:

From the above we can conclude that 34.04% of the Customers are not satisfied with
solutions offered by Sharekhan for their problems and the rest 65.96% were satisfied
with the solutions.

28
9) Demo of Trade Tiger (Trading Software) is provided.

Table-9
S.NO. Particulars. No. Of Respondents. Percentage%

1. Yes 38 80.85%

2. No 9 19.14%

Demo of Trade Tiger.

19.14%

80.85%

Yes No

INTERPRETARION:

Here we can conclude that maximum number of customers of Sharekhan is provided

with the Demo of their trading software named "Trade Tiger".

29
10) Timely updates provided to Customers

Table-5.10
S.NO. Particulars. No. Of Respondents. Percentage%

1. Yes 36 76.60%

2. No 11 23.40%

Timely updates provided to customers.

23.40%

76.60%

Yes No

INTERPRETATION:

From the above chart we find that 76.60% of Customers are happy with the timely
updates provided by Sharekhan and rest 23.40% do not find them satisfactory.

30
11) Sales executives are good at their behavior and explanation

Table-5.11
S.NO. Particulars. No. Of Respondents. Percentage%
1. Yes 29 61.70%
2. No 18 38.30%

Sales executive behavior and explanation.

38.30%

61.70%

Yes No

INTERPRETATION:

From the chart above we can conclude that more than half i.e. 61.70% of
the customers are satisfied by the sales executives and the rest 38.30% of
the customers sees the scope of improvement in sales executive's
behavioral and training skills.

31
12) Terms and Conditions for account opening are explained to
Customers.

Table-12
S.NO. Particulars. No. Of Respondents. Percentage%
1. Yes 38 80.85%
2. No 9 19.15%

Terms and conditions explained to customers.

19.15%

80.85%

Yes No

INTERPRETATION:

Here we can conclude that Terms and Conditions of account opening were
effectively explained to 80.85% of the customers and the rest 19.15% were
not fully satisfied with the explanation of Terms and Conditions given to
them before opening their account.

32
13) Refer Sharekhan to your friends.

Table-13
S.NO. Particulars. No. Of Respondents. Percentage%
1. Yes 33 70.21%
2. No 14 29.79%

Refer Sharekhan to friends.

29.79%

70.21%

Yes No

INTERPRETATION:

Here we can conclude that 70.21% of the customers are overall satisfied
with Sharekhan and are willing to refer it to their friends and rest 29.79%
of the customers chose not to refer Sharekhan to their friends.

33
CHAPTER: 6

FINDINGS

34
 Finding and Analysis.

 More men invest through Sharekhan as compared to women.

 Most of the people choose Sharekhan as their broker because of its reputation
in the market i.e. 34.04%. 27.66 % of the people choose it because of its
services and 21.28% of the people choose it because of its low account
opening charges.

 Most of the customers are satisfied with the services provided by Sharekhan.

 More than half of the Sharekhan's customers are dissatisfied because of high
brokerage rate which is 50%, 22.22% customers are dissatisfied due to high
maintenance charges, 11.11% of customers are dissatisfied due to high margin
requirement, While 5.56% have a doubt in transparency in operations, 5.56%
of customers have problems with relationship manager, 5.55% of customers
have other reasons for dissatisfaction.

 27.67% of customers' order are not executed on time, 25.53% of customers

had a problem with the software speed, 23.40% of customers faced a login
problem, 17.02% of customers said that the company had charged them and
failed to explain why those charges were applied to them and rest 6.38% of
customers had faced other problems like trading without permission,
ignorance of operators etc.

 34.04% of the Customers are not satisfied with solutions offered by Sharekhan
for their problems and the rest 65.96% were satisfied with the solutions.

 Almost every Customer of Sharekhan is provided with the Demo of their

trading software named "Trade Tiger".

35
 76.60% of Customers are happy with the timely updates provided by
Sharekhan and rest 23.40% do not find them satisfactory.

 More than half i.e. 61.70% of the customers are satisfied by the sales
executives and the rest 38/.30% of the customers sees the scope of
improvement in sales executive's behavioral and training skills.

 Terms and Conditions of account opening were effectively explained to

80.85% of the customers and the rest 19.15% were not fully satisfied with the
explanation of Terms and Conditions given to them before opening their
account.

 Most of the customers are overall satisfied with Sharekhan and are willing to
refer it to their friends.

36
 CHAPTER: 7

RECOMMENDATIONS

37
 The company should come up with schemes wherein the brokerage is less than the
earlier existing scheme.

 The company should reduce the account maintenance charges.

 The company can increase the customer base if it reduces the minimum margin
requirement which will boost the competition.

 The company should give training to their Sales executive regarding the behavior to
be adopted in front of the Customers.

 The company should focus on the customer satisfaction and provide them with full
care and advice.

 Company has to get periodical feedback from all its customers and it can track them
constantly to know their queries.

38
CHAPTER: 8

CONCLUSION

39
SHAREKHAN is one such place or organization where a customers are overall satisfied by
the varied range of services provided by them which includes De-mating of shares, stock
broking, investments in equities, derivatives, commodities, PMS, advisory services, mutual
funds, IPO's, best research reports but there is still some scope of improvement in the
brokerage rates and the trading software (TRADE TIGER) which is provided by the
Sharekhan. It is a place which is providing various services all under one roof it is also
known to be a Sharekhan's Share Shops.

They help the customers by providing timely updates about the market and various services
and products available with them.

From this analysis it is seen that the satisfaction level about the overall service does not
depend on response time or price but depends on the level of satisfaction with quality. It is
therefore clear that the customer's perception about service level depends on their perception
about quality.

It is also seen that satisfaction level with quality depends on the rejection rates experienced
by the customers. Therefore the company should make efforts to ensure that the rejection
level at the customer end is minimized. This will improve the customer's perception about
quality as well as service level.

Since the period of response and price levels do not influence perception about service level,
it is adequate if the company maintains the present level but concentrate on its effort in
reducing rejections experienced by the customer.

40
 CHAPTER-9

BIBLIOGRAPHY

41
Websites:

www.sharekhan.com

www.economictimes.com

www.bseindia.com

www.nseindia.com

www.sebi.gov.in

Newspapers:

The Times of India

The economic times

Business Standard

42
CHAPTER-10

ANNEXURES

43
 QUESTIONNARIE

Name-

1. Age:
(a) 17-25 yrs. (b) 26-35 yrs. (c) 36-45 yrs. (d) 50 and Above

2. Gender:
(a) Male. (b) Female.

3. Occupation:
(a) Self - (b) Private (c) Government (d) Student.
Employed. Employee. Employee.

4. Income per annum.

(a) 1-5 lakhs. (b) 5-10 lakhs. (c) 10-15 lakhs. (d) Above
15 lakhs.
5. How long have you been with Sharekhan?
(a) Below 1 years. (b) 1-5 years. (c) Above 5 years.

6. From where you come to know about Sharekhan?

(a) Ad. (b) Internet. (c) Friends. (d) Newspaper.

7. Are you aware of the products offered by Sharekhan?

(a) Yes. (b) No.

8. What will be the market opportunities for Sharekhan in future?

(a) Excellent. (b) Good. (c) Better. (d) Worse.

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9. By which feature Sharekhan better from competitors?
(a) Time (b) Better (c) Easy (d) Customer
Management. Services. Accessibility. Satisfaction.

10. On what basis you trade?

(a) Market (b) Newspapers. (c) Fundamental (d) Others.
Tips. Analysis.

11. Are you comfortable with the newly opened Sharkhan branches at near place opened
than before?
(a) Yes. (b) No.

12. How do you feel about the services provided by Sharkhan?

(a) Satisfied. (b) Highly (c) Dissatisfied. (d) Highly
Satisfied. Dissatisfied.

13. How do you feel about the brokerage rate charged by Sharekhan?
(a) Low. (b) Moderate. (c) High. (d) Very
High.

14. What is the maximum risk that you are ready to take?
(a) Up to 10%. (b) 10-20%. (c) 20-50%. (d) Above
50%.

15. Suggestions for future development?

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