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Vivek India Infoline Project
Vivek India Infoline Project
A study on Customer satisfaction towards the services provided by India Infoline with
special reference to Bangalore zonal office
Submitted by:
Viveka Nand Bharti
PGDM 08-10
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DC School of Management and Technology
India Infoline Limited
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DC School of Management and Technology
India Infoline Limited
Certificate of Approval
Certified that this dissertation on “A study on Customer satisfaction towards the services
provided by India Infoline with special reference to Bangalore zonal office” is a record of
genuine work done by Mr. Viveka Nand Bharti, Second year student of PGDM of this
college under my supervision and guidance and that is hereby approved for forwarding to
the Examiners.
Signature
Forwarded by
Signature
Principal
DC School of Management and Technology
Media School, Kinfra Film & Video Park,
Thiruvananthapuram – 695 585.
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DC School of Management and Technology
India Infoline Limited
Declaration
Place: Trivandrum
Date
Reg. No- PGDM 08-10/052
(Supervisor)
Principal
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India Infoline Limited
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India Infoline Limited
ACKNOWLEDGEMENT
The satisfaction of the successful completion of any task wouldn’t be complete without the
expression of gratitude to the people who made it possible.
I express my gratitude to Mr. GIRIDHAR PRATHAP N (Area Manager) India Infoline Ltd,
for his support and guidance during the survey.
I also extend my heartfelt gratitude and thanks to Dr. BIJU VITHAYATHIL, Director, DC
School of Management and Technology, Trivandrum.
I take this opportunity, also to express my love and sincere thanks to my family members
and friends for their support and advice during various stage of work.
I also extend my gratitude to the respondents of my survey for their kind co-operation.
But last not the least I thank God almighty for giving me the support for the completion of
the task.
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EXECUTIVE SUMMARY
The title of the Project done at India Infoline Limited is “A study on Customer
satisfaction towards the services provided by India Infoline with special reference to
Bangalore zonal office”
The main objective of the study was to study the satisfaction level of
brokerage, to understand the satisfaction level of clients with India Infoline regarding
tip, to understand the satisfaction level of clients with India Infoline regarding trade
confirmation, to study the satisfaction level of flexibility provided by India Infoline,
to understand the satisfaction level of clients with India Infoline regarding service
provided by staff, to study the overall satisfaction level.
The type of research was Exploratory Research. The sampling used in this
method is convenience sampling method. The sources of the data for the study were
primary and secondary data. The questionnaire was prepared and administered to
collect the relevant primary data. The data collection method was based on
questionnaire.
The findings are there is a low positive correlation between brokerage and
overall satisfaction, between tips and overall satisfaction and between flexibility and
overall satisfaction.
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TABLE OF CONTENTS
Chapter Title Page No.
I Introduction 10
Research Design 33
II
2.1 Title of the Project Report 35
2.5 Hypothesis 40
2.6 Methodology 43
4.1 Findings 75
4.2 Suggestions 76
4.3 Conclusion 77
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CHAPTER – I
INTRODUCTION
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Chapter 1
Introduction
1. Introduction
Theoretical Perspective
Industry Profile
Company Profile
Strategies of marketing
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INTRODUCTION
There are many reasons why customer expectations are likely to change over time.
Process improvements, advent of new technology, changes in customer's priorities,
improved quality of service provided by competitors are just a few examples.
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INDUSTRY PROFILE
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INDUSTRY PROFILE
The Indian broking industry is one of the oldest trading industries that have been
around even before the establishment of the BSE in 1875. Despite passing through
number of changes in the post liberalization period, the industry has found its way
onwards sustainable growth. With the purpose of gaining a deeper understanding
about the role of the Indian stock broking industry in the country’s economy, we
present in this section some of the industry insights gleaned from analysis of data
received through primary research.
For the broking industry, we started with an initial database of over 1,800
broking firms that were contacted, from which 464 responses were received. The list
was further short listed based on the number of terminals and the top 210 were
selected for profiling. 394 responses, that provided more than 85% of the
information sought have been included for this analysis presented here as insights.
All the data for the study was collected through responses received directly from the
broking firms. The insights have been arrived at through an analysis on various
parameters, pertinent to the equity broking industry, such as region, terminal,
market, branches, sub brokers, products and growth areas.
• On the basis of geographical concentration, the West region has the maximum
representation of 52%. Around 24% firms are located in the North, 13% in the
South and 10% in the East
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• 3% firms started broking operations before 1950, 65% between 1950-1995 and
32% post 1995.
• On the basis of terminals, 40% are located at Mumbai, 12% in Delhi, 8% in
Ahmedabad, 7% in Kolkata, 4% in Chennai and 29% are from other cities
• From this study, we find that almost 36% firms trade in cash and derivatives
and 27% are into cash markets alone. Around 20% trade in cash, derivatives
and commodities
• In the cash market, around 34% firms trade at NSE, 14% at BSE and 52%
trade at both exchanges. In the derivative segment, 48% trade at NSE, 7% at
BSE and 45% at both, whereas in the debt market, 31% trade at NSE, 26% at
BSE and 43% at both exchanges
• Majority of branches are located in the North, i.e. around 40%. West has 31%,
24% are located in South and 5% in East
• In terms of sub-brokers, around 55% are located in the South, 29% in West,
11% in North and 4% in East
• Trading, IPOs and Mutual Funds are the top three products offered with 90%
firms offering trading, 67% IPOs and 53% firms offering mutual fund
transactions
• In terms of various areas of growth, 84% firms have expressed interest in
expanding their institutional clients, 66% firms intend to increase FII clients
and 43% are interested in setting up JV in India and abroad
• In terms of IT penetration, 62% firms have provided their website and around
94% firms have email facility
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A BRIEF HISTORY
In May 2000, the name of India Infoline was changed to India Infoline.com
Limited to reflect the transformation of our business. Over a period of time, India
Infoline.com has emerged as one of the leading business and financial information
services provider in India.
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India Infoline broking services was launched under the brand name of
5paisa.com through our subsidiary, India Infoline Securities Private Limited and
www.5paisa.com, the e-broking portal, was launched for online trading in July 2000.
It combined competitive brokerage rates and research, supported by Internet
technology besides investment advice from an experienced team of research analysts,
India Infoline also offer real time stock quotes, market news and price charts with
multiple tools for technical analysis.
Facilities
India Infoline’s main offices are located in approximately 4,000 square feet
of office space located in Mumbai, India. India Infoline Branches collectively occupy
an additional 10,000 square feet of office space located throughout India, As on
March 31, 2005, India Infoline has 73 branches across 36 locations in India.
Terminals
Almost 52% of the terminals in the sample are based in the Western region of
India, followed by 25% in the North, 13% in the South and 10% in the East.
Mumbai has got the maximum representation from the West, Chennai from the
South, New Delhi from the North and Kolkata from the East.
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In case of sub-brokers, almost 55% of them are based in the South. West and
North follow, with 30% and 11% sub-brokers respectively, whereas East has around
4% of total sub-brokers.
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Financial Markets
The financial markets have been classified as cash market, derivatives market,
debt market and commodities market. Cash market, also known as spot market, is
the most sought after amongst investors. Majority of the sample broking firms are
dealing in the cash market, followed by derivative and commodities. 27% firms are
dealing only in the cash market, whereas 35% are into cash and derivatives. Almost
20% firms trade in cash, derivatives and commodities market. Firms that are into
cash, derivatives and debt are 7%. On the other hand, firms into cash and
commodities are 3%, cash & debt market and commodities alone are 2%. 4% firms
trade in all the markets.
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In the cash market, around 34% firms trade at NSE, 14% at BSE and 52%
trade at both exchanges. In the equity derivative market, 48% of the sampled
broking houses are members of NSE and 7% trade at BSE, while 45% of the sample
operate in both stock exchanges. Around 43% of the broking houses operating in the
debt market, trade at both exchanges with 31% and 26% firms uniquely at NSE and
BSE respectively.
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Products
The survey also revealed that in the past couple of years, apart from trading,
the firms have started offering various investment related value added services. The
sustained growth of the economy in the past couple of years has resulted in broking
firms offering many diversified services related to IPOs, mutual funds, company
research etc. However, the core trading activity is still the predominant form of
business, forming 90% of the firms in the sample. 67% firms are engaged in offering
IPO related services. The broking industry seems to have capitalized on the growth
of the mutual fund industry, which was pegged at 40% in 2006. More than 50% of
the sample broking houses deal in mutual fund investment services. The average
growth in assets under management in the last two years is almost 48%. Company
research is another lucrative area where the broking firms offer their services; more
than 33% of the firms are engaged in providing company research services.
Additionally, a host of other value added services such as fundamental and technical
analysis, investment banking, arbitrage etc are offered by the firms at different
levels.
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Of the total sample of broking houses providing trading services, 52% are based in
the West, followed by 25% from North, 13% from South and 10% from the East.
Around 50% of the firms offering IPO related services are based in the West as
compared to 27% in North, 13% in South and 10% in East. In providing mutual
funds services, the Western region was dominant amounting to 49% followed by
27% from North; The South and the East are almost at par with 13% and 11%
respectively.
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Future Plans
68% of the firms from the sample have envisaged strategies for future growth.
With the middle class Indian investor as well as foreign investor willing to invest in
the stock market, majority of the firms preferred expansion of institutional and the
Foreign Institutional Investor clients in their areas of growth. Around 84% have
shown interest in expanding their institutional client base. Nearly 51% of such firms
are located in the West, 25% in North, 15% are from South and 9% from East. Since
the past couple of years, India, along with Korea and Taiwan, has been one of the
preferred destinations for the FIIs. With corporate restructuring, rising market
capitalization and sectoral friendly policies helping the FIIs, more than two thirds of
the firms are interested in increasing their FII client base. Amongst these firms, west
again has maximum representation of 53%, followed by North with 22%. South has
15% firms and East makes up for 9%.
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COMPANY PROFILE
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A PROFILE ON
INDIA INFOLINE LIMITED
About them
Are a one stop financial services shop, most respected for quality of its advice, are a
one- stop financial services shop, most respected for quality of its advice,
personalized service and cutting-edge technology.
Vision
India Infoline vision is to be the most respected company in the financial
services space.
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clients. These services are offered to clients as different schemes, which are based on
differing investment strategies made to reflect the varied risk-return preferences of
clients.
The content services represent a strong support that drives the broking,
commodities, mutual fund and portfolio management services businesses. Revenue
generation is through the sale of content to financial and media houses, Indian as well
as global.
It undertakes equities research which is acknowledged by none other than
Forbes as 'Best of the Web' and '…a must read for investors in Asia'. India Infoline
research is available not just over the internet but also on international wire services
like Bloomberg.
India Infoline Marketing and Services Limited is the holding company of India
Infoline Insurance Services Limited and India Infoline Insurance Brokers Limited.
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(a) India Infoline Insurance Services Limited is a registered Corporate Agent with the
Insurance Regulatory and Development Authority (IRDA). It is the largest Corporate
Agent for ICICI Prudential Life Insurance Co Limited, which is India's largest private
Life Insurance Company.
(b) India Infoline Insurance Brokers Limited India Infoline Insurance Brokers
Limited is a newly formed subsidiary which will carry out the business of Insurance
broking. We have applied to IRDA for the insurance broking licence and the
clearance for the same is awaited.
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INDIA INFOLINE one of the leading financial intermediaries and India's most
popular website for business and investment. Its Website has been rated as 'Best of
the Web' by Forbes, under the Asia Investing category.
The company has more than 500 Investor points in all the leading cities across
India, with a team of trained and qualified investment advisors and 1500+associates
(sub brokers). Company e-broking web site 5paisa.com, which deals in shares,
provides you fast, secure and easy to use trading facilities combined with a wealth of
outstanding products and features. Thus, we are uniquely placed with both online and
offline presence to maximize customer satisfaction.
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Market Positioning:
Market positioning statements of India Infoline are “At India Infoline we give
you single window service” and “We also ensure your comfort”. So, India Infoline
focus on the consumers who prefer almost all investment activities at same place by
providing number of various financial services. At India Infoline a person can
purchase or sell shares, debentures etc. and at the same place also demat it. India
Infoline also provides other investment option to the same person at same place like
Mutual Fund, Insurance, Fixed Deposit, and Bonds etc. and help the person in
designing his portfolio. By this way India Infoline provides comfort to its customers.
Target Market:
India Infoline uses demographic segmentation strategy and segment people
based on their occupation. India Infoline uses selective specialization strategy for
market targeting. Target person for the India Infoline Stock Broking and India
Infoline Investment Service are persons who can work as sub-broker for the
companies. Companies focus on Advisors of Insurance and post office, Tax
consultants and CAs for making sub-broker.
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COMPETITORS DETAILS
KARVY
ICICI DIRECT
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HDFC SECURITY
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approximately 3% of the total daily turnover of the Exchange with 32,359 client
relationships and 70 branches spread across the country as of April 30, 2004.
CHAPTER – II
RESEARCH DESIGN
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Chapter II
Research Design
2.5 Hypothesis
2.6 Methodology
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OBJECTIVES
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The purpose of the study is to know the expectations of those customers who trading
in INDIA INFOLINE LTD and the satisfaction levels of customers with the services
provided by the INDIA INFOLINE LTD.
Here the main purpose of the survey is to know the various factors that are very
important in satisfying the customer’s needs and to know how INDIA INFOLINE
LTD is ensuring its customers satisfaction.
The expectations of customers are vary from one customer to the other customer. It is
very difficult to any business firm to satisfy all the expectations of all customers but
there are some common factors that are essential to fulfill.
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Literature Review
In this 21st century the digital revolution has transformed the economy in to a
new economy which empowered the customer with new set of capabilities such as;
1.Access to greater amount of information, 2.Wider variety of available good and
services 3.Greater ease of interacting with the service provider.
This new capability in the new economy led the customer to market the
marketing and plays a very vital role in the growth of the market. It is essential in the
service industry in particular, place greater emphasis on the enablers leading to
customer satisfaction and customer retention. It is in this context is very important to
understand the customer requirements to provide value-(QSP - Quality, Service and
Price) and track and manage the customer satisfaction for retention and creation of
new customers.
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like the behaviors/attitude of the person who provides service. The customer
satisfaction is the combination of both technical features & human behavioural
aspects. The quality management only addresses the systems and processes; service
addresses the customer service independently. In today’s new economy, it is essential
to address the enablers for customer satisfaction for business growth with utmost
importance as they are interdependent in nature.
Customer satisfaction
Customer satisfaction can be represented as follows.
Customer satisfaction=Performance Features + Behavioural Features + Price.
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Purpose – Many researchers have proposed a virtuous chain of effects from improved
customer satisfaction to profits. In particular, satisfaction is thought to improve share-
of-spending, which in turn leads to higher customer revenue and customer
profitability. This paper aims to examine these proposed linkages using data from the
institutional securities industry.
HYPOTHESIS
Hypothesis - 1
H0 – There is no significant relation between brokerage and customer satisfaction
HA – There is a significant relation between brokerage and customer satisfaction.
Hypothesis - 2
H0 – There is no significant relation between tips and customer satisfaction
HA – There is a significant relation between tips and customer satisfaction.
Hypothesis - 3
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Hypothesis - 4
H0 – There is no significant relation between flexibility and customer satisfaction
HA – There is a significant relation between flexibility and customer satisfaction.
Hypothesis - 5
H0 – There is no significant relation between customer support and customer
satisfaction
HA – There is a significant relation between customer support and customer
satisfaction.
Hypothesis - 6
H0 – There is no significant relation between clarity of information and customer
satisfaction
HA – There is a significant relation between clarity of information and customer
satisfaction.
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Hypothesis - 7
H0 – There is no significant relation between time taken to respond to telephone
enquiries and customer satisfaction
HA – There is a significant relation between time taken to respond to telephone
enquiries and customer satisfaction.
Hypothesis - 8
H0 – There is no significant relation between staff treating as a valuable customer
and customer satisfaction
HA – There is a significant relation between staff treating as a valuable customer and
customer satisfaction.
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RESEARCH METHODOLOGY
Sample design
Sampling design – The sampling method adopted for research work was
Convenience sampling method.
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Sample size - The sample selected was 300. The data collection method was based
on the following:
Sampling Unit – Professional
Correlation refers to the relationship between two or more variables. Here we can
find out independent variables like Brokerage, Tips, Trade confirmation, Flexibility,
Customer support, Speed of service, Clarity of information, Time taken to respond to
telephone enquiries, staff treating as a valuable customer and dependant variable is
overall satisfaction.
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Kurtosis indicates whether the distribution is more flat of or more peaked then the
normal distribution. A measure of kurtosis is there for a measure of peakedness.
When the value of kurtosis is 3, we can apply z test, t test and any other test.
• As the data will be collected through questionnaire, there are chances of biased
information provided by the respondent.
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CHAPTER – III
ANALYSIS &
INTERPRETATION
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Overall
Satisfaction Brokerage
Overall Satisfaction Pearson Correlation 1 .401(**)
Sig. (2-tailed) . .000
N 300 300
Brokerage Pearson Correlation .401(**) 1
Sig. (2-tailed) .000 .
N 300 300
** Correlation is significant at the 0.01 level (2-tailed).
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Statistics
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Here, we can see that maximum number of clients i.e., 186 clients are satisfied with
the service provided by India Infoline regarding brokerage charged, while in the
otherhand only 26 clients are dissatisfied with the brokerage charged.
Test Statistics
Overall
Satisfaction Brokerage
Chi-
296.367 130.160
Square(a,b)
Df 4 2
Asymp. Sig. .000 .000
a 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 60.0.
b 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 100.0.
According to the above table calculated chi square value is greater than table value
and significant at less than .05 so we no accept the null hypothesis hence we accept
the alternate hypothesis.
Overall
Satisfaction Tips
Overall Satisfaction Pearson Correlation 1 .456(**)
Sig. (2-tailed) . .000
N 300 300
Tips Pearson Correlation .456(**) 1
Sig. (2-tailed) .000 .
N 300 300
** Correlation is significant at the 0.01 level (2-tailed).
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Statistics
Overall Tips
satisfaction
Skewness -.919 -.162
Std Error of Skewness .141 .141
Kurtosis -.149 .977
Std Error of Kurtosis .281 .281
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Here, we can see that maximum number of clients i.e., 113 clients are neither
satisfied nor dissatisfied with the service provided by India Infoline regarding tips
(Intraday, Delivery, Investment), while in the otherhand we can see that 94 clients are
satisfied with the service provided, and 86 clients are dissatisfied with the service
provided.
Test Statistics
Overall
Satisfaction Tips
Chi-
296.367 183.967
Square(a)
df 4 4
Asymp. Sig. .000 .000
a 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 60.0.
According to the above table calculated chi square value is greater than table value
and significant at less than .05 so we no accept the null hypothesis hence we accept
the alternate hypothesis.
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Overall Trade
Satisfaction Confirmation
Overall Satisfaction Pearson Correlation 1 .551(**)
Sig. (2-tailed) . .000
N 300 300
Trade Confirmation Pearson Correlation .551(**) 1
Sig. (2-tailed) .000 .
N 300 300
** Correlation is significant at the 0.01 level (2-tailed).
Statistics
Overall Trade
satisfaction confirmation
Skewness -.919 -.875
Std Error of Skewness .141 .141
Kurtosis -.149 .222
Std Error of Kurtosis .281 .281
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Here, we can see that maximum number of clients i.e., 61% of the clients are satisfied
with the service provided by India Infoline regarding trade confirmation, while in the
otherhand we can see that 14% of the clients are dissatisfied with the service
provided.
Test Statistics
Overall Trade
Satisfaction Confirmation
Chi-
296.367 236.133
Square(a,b)
df 4 3
Asymp. Sig. .000 .000
a 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 60.0.
b 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 75.0.
According to the above table calculated chi square value is greater than table value
and significant at less than .05 so we no accept the null hypothesis hence we accept
the alternate hypothesis.
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Overall
Satisfaction Flexibility
Overall Satisfaction Pearson Correlation 1 .541(**)
Sig. (2-tailed) . .000
N 300 300
Flexibility Pearson Correlation .541(**) 1
Sig. (2-tailed) .000 .
N 300 300
Statistics
Overall Flexibility
satisfaction
Skewness -.919 -.776
Std Error of Skewness .141 .141
Kurtosis -.149 .419
Std Error of Kurtosis .281 .281
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Here, we can see that maximum number of clients i.e., 52% of the clients are
satisfied with the service provided by India Infoline regarding flexibility, while in
the otherhand we can see that 16% of the clients are dissatisfied by the service
provided.
Test Statistics
Overall
Satisfaction Flexibility
Chi-
296.367 286.700
Square(a)
df 4 4
Asymp. Sig. .000 .000
a 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 60.0.
According to the above table calculated chi square value is greater than table value
and significant at less than .05 so we no accept the null hypothesis hence we accept
the alternate hypothesis.
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Overall Customer
Satisfaction Support
Overall Satisfaction Pearson Correlation 1 .692(**)
Sig. (2-tailed) . .000
N 300 300
Customer Support Pearson Correlation .692(**) 1
Sig. (2-tailed) .000 .
N 300 300
Statistics
Overall Customer
satisfaction support
Skewness -.919 -.894
Std Error of Skewness .141 .141
Kurtosis -.149 .075
Std Error of Kurtosis .281 .281
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Here, we can see that maximum number of clients i.e., 53% of the clients are satisfied
with the service provided by India Infoline regarding customer support, while in the
otherhand we can see that 16% of the clients are dissatisfied with the service
provided.
Test Statistics
Overall Customer
Satisfaction Support
Chi-
296.367 266.767
Square(a)
Df 4 4
Asymp. Sig. .000 .000
a 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 60.0.
According to the above table calculated chi square value is greater than table value
and significant at less than .05 so we no accept the null hypothesis hence we accept
the alternate hypothesis.
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Overall Speed of
Satisfaction Service
Overall Satisfaction Pearson Correlation 1 .893(**)
Sig. (2-tailed) . .000
N 300 300
Speed of Service Pearson Correlation .893(**) 1
Sig. (2-tailed) .000 .
N 300 300
** Correlation is significant at the 0.01 level (2-tailed).
Statistics
Overall Speed of
satisfaction service
Skewness -.919 -.723
Std Error of Skewness .141 .141
Kurtosis -.149 .512
Std Error of Kurtosis .281 .281
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Here, we can see that maximum number of clients i.e., 51% of the clients are satisfied
with the service provided by India Infoline regarding speed of service, while in the
otherhand we can see that 20% of the clients are dissatisfied with the service
provided.
Test Statistics
Overall Speed of
Satisfaction Service
Chi-
296.367 239.367
Square(a)
df 4 4
Asymp. Sig. .000 .000
a 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 60.0.
According to the above table calculated chi square value is greater than table value
and significant at less than .05 so we no accept the null hypothesis hence we accept
the alternate hypothesis.
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Overall Clarity of
Satisfaction information
Overall Satisfaction Pearson Correlation 1 .694(**)
Sig. (2-tailed) . .000
N 300 300
Clarity of information Pearson Correlation .694(**) 1
Sig. (2-tailed) .000 .
N 300 300
** Correlation is significant at the 0.01 level (2-tailed).
Statistics
Overall Clarity of
satisfaction information
Skewness -.919 -.469
Std Error of Skewness .141 .141
Kurtosis -.149 .627
Std Error of Kurtosis .281 .281
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Here, we can see that maximum number of clients i.e., 125 clients are satisfied with
the service provided by India Infoline regarding clearity of information, while in the
othernhand we can see that 64 clients are dissatisfied with the service provided.
Test Statistics
Overall Clarity of
Satisfaction information
Chi-
296.367 187.267
Square(a)
df 4 4
Asymp. Sig. .000 .000
a 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 60.0.
According to the above table calculated chi square value is greater than table value
and significant at less than .05 so we no accept the null hypothesis hence we accept
the alternate hypothesis.
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Time taken to
respond to
Overall telephone
Satisfaction enquiries
Overall Satisfaction Pearson Correlation 1 .562(**)
Sig. (2-tailed) . .000
N 300 300
Time taken to respond Pearson Correlation .562(**) 1
to telephone enquiries Sig. (2-tailed) .000 .
N 300 300
** Correlation is significant at the 0.01 level (2-tailed).
Statistics
Overall Time taken to
satisfaction respond to telephone
enquiries
Skewness -.919 -.653
Std Error of .141 .141
Skewness -.149 .423
Kurtosis .281 .281
Std Error of Kurtosis
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Here, we can see that maximum number of clients i.e., 153 clients are satisfied with
the service provided by India Infoline regarding respond to telephone, while in the
otherhand only 49 clients are dissatisfied with the service provided.
Test Statistics
Time taken to
respond to
Overall telephone
Satisfaction enquiries
Chi-
296.367 262.933
Square(a)
df 4 4
Asymp. Sig. .000 .000
a 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 60.0.
According to the above table calculated chi square value is greater than table value
and significant at less than .05 so we no accept the null hypothesis hence we accept
the alternate hypothesis.
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Staff Treating
Overall as a valuable
Satisfaction customer
Overall Satisfaction Pearson Correlation 1 .608(**)
Sig. (2-tailed) . .000
N 300 300
Staff Treating as a Pearson Correlation .608(**) 1
valuable customer Sig. (2-tailed) .000 .
N 300 300
** Correlation is significant at the 0.01 level (2-tailed).
Statistics
Overall Staff treating as a
satisfaction valuable customer
Skewness -.919 -.769
Std Error of .141 .141
Skewness -.149 .149
Kurtosis .281 .281
Std Error of Kurtosis
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DC School of Management and Technology
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Here, we can see that maximum number of clients i.e., 162 clients are satisfied with
the service provided by the staff (as a valuable customer) by India Infoline, while in
the otherhand we can see that 46 clients are dissatisfied with the service provided by
the staff people.
Test Statistics
Staff Treating
Overall as a valuable
Satisfaction customer
Chi-
296.367 308.667
Square(a)
df 4 4
Asymp. Sig. .000 .000
a 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 60.0.
According to the above table calculated chi square value is greater than table value
and significant at less than .05 so we no accept the null hypothesis hence we accept
the alternate hypothesis.
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Male Female
245 55
Out of the total clients visited i.e., 82% belongs to male category and 18% belongs to
female category.
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Out of the total clients visited, majority i.e., 60% belongs to 31 years to 40 years age
group, followed by 20 years to 30 years age group which comprises of 39% of the
clients visited, and the leftover clients i.e., 1% (the least %) belongs to above 40
years age group.
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Out of the total clients, majority i.e., 73% are professional. Followed by
businessman, which comprises of 21%. 1% are students, 4% belongs to other
category (like housewife, etc), and retired is 0 i.e., nil.
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Commodities a/c
Demate a/c holder holder Mutual fund customer Insurance
300 0 0 0
Here we can see that all the clients visited, (100%) are connected to India Infoline as
a Demat A/c holder, rather than giving any weightage to other financial products
(like Commodities A/C, Mutual fund, Insurance).
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The maximum number of clients i.e., 62% of the total clients are connected to India
Infoline since 1-2 years, followed by 20% connected since 6 months to 1 year and the
least 9% in more than 2 years as well as less than 6 months.
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Out of the total clients, majority i.e., 49% of clients gather information about trading
from the sources like mail, some web-sites (moneycontrol.com, bloomberg,
dnaindia.com),etc. Followed by 19% which gather information from television,15%
from friends, 12% from financial advisor, and the rest 5% from newspaper.
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Liquidi
Risk Return Tax Benefit Capital Appreciation Safety ty Other
0 263 0 18 0 19 0
Maximum customers invest in Equities and Mutual funds for getting a good return,
which is obvious from the chart shown above.Here, we can see that mojority of the
clients visited i.e., 88% invest in equities for good return.6% for liquidity and rest 6%
for capital appreciation.
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Out of the total number of clients visited, maximum i.e., 51% give more weightage
to the tips coming from India Infoline TT Advance tips. 22% of the client goes with
the tips coming from Relationship Manager, 16% goes with the tips coming from
television, and rest 11% goes with the tips coming from some other sources.
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CHAPTER – IV
FINDINGS, SUGGESTIONS &
CONCLUSION
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Chapter IV
• Findings
• Suggestions
• Conclusion
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FINDINGS
overall satisfaction.
satisfaction.
overall satisfaction.
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SUGGESTIONS
The suggestion is the Small investors prefer most economical fee on trading
and prefers negotiations therefore the company should offer services and fee
structure keeping in mind such customers if they add significantly to bottom
line.
moves out of the organization and this has to be checked so that the customer
doesn’t migrate to other brokerage companies.
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CONCLUSION
• The company should take the initiative of training the advisors about the
trading from time to time which also makes the advisors connected to
the company.
• The company should focus on the advertising strategy and also the
marketing of the product.
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BIBLIOGRAPHY
Referred Books:
Marketing Management
- Philip kotler
- Gary Amstrang
Websites:
http://WWW.INDIAINFOLINE.COM
http://WWW.5PAISA.COM
http://WWW.MONEYCONTROL.COM
http://WWW.CAPITALINE.COM
http://WWW.SHAREKHAN LTD.COM
http://WWW.INDIAINFOLINE.COM
http://WWW.ICICIDIRECT.COM
http://WWW.HDFCSECURITY.COM
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http://WWW.KARVY.COM
Appendix:
QUESTIONAIRE
Name: ……………………………………………………………………………………………..
1. Gender: Male Female
2. Age:
3. Occupation:
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