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A PRESENTATION ON

SUMMER PROJECT

SUBMITTED BY:

UMAKANT KUMAR

Roll. No.- 60

PGDM(2010-2012)

SUBMITTED TO:Dr. Rita Jain

Sr. Associate Professor(Finance)

A STOCK BROKER COMPANYUDAI INSTITUTE OF MANAGEMENT STUDIES

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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

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Sharekhan Limited

Vision

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

MissionTo 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

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Sharekhan Limited

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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.

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Services

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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.

OPPORTUNITIESHuge market.

THREATSVolatility of the share market.

Competitors

Huge market.

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TESTIMONY OF CUSTOMER CONFIDENCE

Most Preferred Stock broker in India

Indias largest consumer study initiated byCNBC Awaazandconducted by ACNielsen - ORGMarg covering 7000respondents - 21 products and services across 21 majorcities.

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Research Title

A Study of Customer Satisfaction of

Online Trading VS.TraditionalTrading

With Reference to Sharekhan LTD

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Objective of research

What are the reasons for customer satisfaction in area of

online share tradinghow they can be improve?

What are the reasons for customer dissatisfaction andhow 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.

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Hypothesis

Ho= There is no significant differencebetween CustomerSatisfaction ofOnline

Trading VS. TraditionalTrading.

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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

Samplingmethod: Non-Probability sampling

Study:

study is descriptive in nature.

Profile ofrespondents:Businessman

Toolsofdata collection:Questionnaire, Telecalling

Secondarydata:Data from internet and journals

Primarydata:Data collected from questionnaire

Scaling technique-Nominal and Likert scale.

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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

Thanksfor spendingyour valuable time.

Name ________Address _______Occupation- 1.Busines 2.Services 3.Other_ _ _ _ _ _ _

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Analysisofdata

78%

22%

Q1)Do you trade or invest?

trade invest

88%

12%

2) Do you trade online oroffline?

online off line

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Analysisofdata

59%

41%

3) Are you satisfiedwith rate of return?

yes no

40%

60%

4)Are you satisfied withtips given by share

khan?

yes

no

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Analysisofdata

47%

53%

5) Are you satisfied withservices provided by the

company?

yes

no

49%

46%

5%

6)(a) Are you satisfiedwith the services of

Online trading portal ascompared to offline?

satisfied

notsatisfied

can't say

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Analysisofdata

30%

31%

31%

8%

6(b)If yes, please markthe reasons

Timesaving

Easy touse

Informationavailable

Anywheretradingavailable

32%

34%

34%

6(c)If not satisfied, please mark the

reasons

Lack ofsecurity

Lack of

knowledge ofsoftware

Loginproblem.

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Analysisofdata

40%

60%

7)Are you satisfied with brokeragecharged by the company?

yes

no

37%

63%

8)Are you satisfied withser ice pro ided by

relationship manager?

yes

no

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Analysisofdata

20%

22%

28%

28%

2%

Brokerage charge

highlysatisfied

satisfied

dissatisfied

higlydissatisfied

can't say

5%

28%

40%

22%

5%

Regular updateshighlysatisfied

satisfied

dissatisfied

higlydissatisfied

can't say

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Analysisofdata

7%

30%

41%

17%

5%

Proper Guidence

highlysatisfied

satisfied

dissatisfied

higlydissatisfied

can't say

10%

31%

42%

15%

2%

Trustworthiness

highlysatisfied

satisfied

dissatisfied

higlydissatisfied

can't say

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Analysisofdata

15%

37%27%

18%

3%

customer service

highly satisfied

satisfied

dissatisfied

higly dissatisfiedcan't say

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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

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Reccomendations

The company should improve its Customer Service & Proper Guidance

facility

The company should improve its research team so that the tips provided bycompany 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.

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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

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