A PRESENTATION ON SUMMER PROJECT

UDAI INSTITUTE OF MANAGEMENT STUDIES

A STOCK BROKER COMPANY

SUBMITTED TO:
Dr. Rita Jain Sr. Associate Professor(Finance)

SUBMITTED BY:

UMAKANT KUMAR Roll. No.- 60 PGDM(2010-2012)

Introduction

Name: Sharekhan Company Limited Punch line: Your Guide To The Financial Jungle Site of Sharekhan was launched by 8 Feb,2000 Telephone no: 022-67482000 Toll Free: 1800227500 working under SSKI (Shantilal Shewantilal Kantilal Ishwarlal) Ltd. SSKI was founded in 1922. SSKI entered into real broking in 1985 They provides you a complete life cycle of investment solution in equities, derivatives, commodities and depository services SSKI has been voted the best domestic brokerage in by Asia money Polls 2004

Sharekhan Limited

Vision To be the best retail brokering Brand in the retail business of stock market. Mission To educate and empower the individual investor to make better investment decisions through quality advice and superior service. Sharekhan provides 4 in 1 account. Demat a/c Trading a/c: for cash calculation Bank a/c: for fund transfer Dial and Trade: for query relating trading

Sharekhan Limited

Sharekhan Limited
PRODUCT OF SHAREKHAN LIMITED Mutual fund schemes Insurance Portfolio Management System Shares online and offline Bonds Fixed Deposits Commodities ADVANTAGES OF SHAREKHAN: Sharekhan have good research team to keep eagle eye on stock market. They provide good quality of services like daily SMS alerts, mail alerts, stock recommendations etc. Sharekhan have wide network. Sharekhan provide both online and offline services.

   

Services

Huge market.

SWOT ANALYSIS OF SHAREKHAN

STRENGTHS First brokerage firm to go online. Large Products basket. Technology Online fund transfer. Research reports. Recommendations from clients. Low annual maintenance charge WEAKNESSES High brokerage charges but now they have overcome this by a new prepaid scheme in which brokerage is reduced to half.

OPPORTUNITIES Huge market.

THREATS Volatility of the share market. Competitors

TESTIMONY OF CUSTOMER CONFIDENCE

Most Preferred Stock broker in India

Indias largest consumer study initiated by CNBC Awaaz and conducted by AC Nielsen - ORG Marg covering 7000 respondents - 21 products and services across 21 major cities.

Research Title

A Study of Customer Satisfaction of Online Trading VS.TraditionalTrading With Reference to Sharekhan LTD

Objective of research
What are the reasons for customer satisfaction in area of online share trading how they can be improve? What are the reasons for customer dissatisfaction and how these problems can be solved? What problem online and offline share trading customer face? To learn the online terminal used for trading. To gain practical knowledge of the share market.

Hypothesis

Ho= There is no significant difference between Customer Satisfaction of Online Trading VS. Traditional Trading.

Research design

Population: All the existing customer of Sharekhan Ltd. Sampling extent: Study will carry out in Johri Bazar,Jaipur. Sampling Element: Existing customer of Sharekhan Ltd.of Johri Bazar, Jaipur Sample size: 60 Sampling method: Non-Probability sampling Study: study is descriptive in nature. Profile of respondents: Businessman Tools of data collection: Questionnaire, Telecalling Secondary data: Data from internet and journals Primary data: Data collected from questionnaire Scaling technique- Nominal and Likert scale.

QUESTIONNAIRE
1) Do you trade or invest? ---------2) Do you trade online or offline? -------3) Are you satisfied with your existing Broker? Yes No 4) Are you satisfied with tips given by share khan?____________ 5) Are you satisfied with services provided by the company?__________ 6)(A) Are you satisfied with the services of Online trading portal as compared to offline? satisfied Not satisfied Cant say b) If yes, please mark the reasons. Time saving Easy to use Information available Anywhere trading available Easy brokerage structure c) If no, please mark the reasons. Account opening and other charges. Lack of security Lack of knowledge of software Login problem. 7) Are you satisfied with brokerage charged by the company? Yes No 8) Are you satisfied with service provided by relationship manager? Yes No 9) According to your preference rank the attributes of a Sharekhan trading company.(1=highly satisfied, 2=satisfied,3=dissatisfied,4=highly dissatisfied,5=cant say) 1. Customer Service _____ 2. Proper Guidance ______3. Regular Updates _____4. Trustworthiness____ 5. Brokerage Charges Thanks for spending your valuable time. Name ________Address _______Occupation- 1.Busines 2.Services 3.Other_ _ _ _ _ _ _

Analysis of data
Q1)Do you trade or invest?
trade invest

2) Do you trade online or offline?

online offline

22%

12%

78%
88%

Analysis of data
3) Are you satisfied with rate of return?
yes no

4)Are you satisfied with tips given by share khan?

40%
41% yes no

60%
59%

Analysis of data
5) Are you satisfied with services provided by the company?

6)(a) Are you satisfied with the services of Online trading portal as compared to offline?
5%

47% 53%

yes no

satisfied 49% 46% not satisfied can't say

Analysis of data
6(b)If yes, please mark the reasons
Time saving 8% 30% 31% Easy to use Information available Anywhere trading available 34% 32%

6(c)If not satisfied , please mark the reasons

Lack of security

31%

34%

Lack of knowledg e of software Login problem.

Analysis of data
7)Are you satisfied with brokerage charged by the company? 8)Are you satisfied with ser ice pro ided by relationship manager?

40% 60%

37% yes no 63%

yes no

Analysis of data
Brokerage charge
highly satisfied 20% 28% dissatisfied 22% 28% higly dissatisfied can't say 40% higly dissatisfie d can't say satisfied 22% 28% dissatisfie d

Regular updates

highly satisfied satisfied

2%

5% 5%

Analysis of data
Proper Guidence
highly satisfied satisfied 30% 41% dissatisfied higly dissatisfied can't say 42%

Trustworthiness
2% 15% 10% highly satisfied satisfied 31% dissatisfied higly dissatisfied can't say

5% 7% 17%

Analysis of data
customer service
3% 15% 18% highly satisfied satisfied dissatisfied higly dissatisfied can't say

27%

37%

Finding & Conclusion

According to the survey most of the customers of Sharekhan Ltd says that it is not friendly. Most of the customers are dissatisfied by services, tips provided by the company. Brokerage charge by the company is also not pocket friendly. Most of the customers are online trader. Most of the customers are the dissatisfied with Customer Service, Proper Guidance, Regular Updates, Trustworthiness, Brokerage Charges. The main reasons of customer satisfaction are Time saving, Easy to use Information available, anywhere trading available, Easy brokerage structure. In stock market large number of customer are traders in comparison to investors. Main purposes of investments are returns & liquidity.

Customers of Johri bazaar mainly trade in commodity market

Reccomendations
The company should improve its Customer Service & Proper Guidance facility The company should improve its research team so that the tips provided by company will satisfy the customer. The company should reduce its brokerage charge as many people concern about brokerage charge rather than services provided by the company. The relationship manager should make good relation with customers. The company should focus on advertisement. The should focus on minimizing its area of dissatisfaction. The portfolio manager should be strong so that customer are satisfied with rate of return.

Bibliography
1 .www.wikipedia.com 2. http://www.sharekhan.com 3. http://stocktrading markets.net/search 4. International Journal of Innovation creativity and management 5. www.eurojournal.com 6. C.R.Kothari, 2010, Research methodology