Sharekhan Securities

Sharekhan Securities LTD Project: “A Study of Customer Satisfaction of Online Trading VS. Traditional Trading With Reference to Sharekhan Brokerage Services LTD”

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Purpose of Research • The purpose of this research has been divided into two parts • From companies point of view • From my point of view

ashok

From Companies’ Point of View • This research will help Sharekhan Brokerage Services Ltd. To find out • 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. • Which are the areas of share trading there offline competitors are lagging behind. ashok

From My Point of View • This research will help to find out these. • How share trading is done online as well as offline. • What all things to be taken care while selecting a share trading portal, broker and brokerage house. • What problem online and offline share trading customer face? ashok

Sources • The sources of data collection is questionnaire survey and interview of existing customers of Sharekhan Brokerage Services Ltd.

ashok

Customer Satisfaction •

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This is most important finding of this research because the basic reason for this research is to find out the customer satisfaction for online line share trading .The responses has been taken for the category are. Yes satisfied Not satisfied Can’t say 55% of customers are satisfied from the services of online share trading .23% are saying that they are not satisfied with the services of online share trading. And 22% are saying that they have no opinion for the satisfaction or dissatisfaction of online share trading these people mostly those who trade less and they do not use online share trading portal frequently. Mostly they use there Demat account just for Dematerialization of there script which they have invested earlier

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Reasons For Satisfaction (%)

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70

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40 Series1

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• According to these results we can say that customers are mostly satisfied because its feature like any where trading, easy to use services, information available, and because its being time saving ashok

Others

Login Problem

Lack Of Information Avaliable

Lack of Security

A/C Opening Charges No Or Improper training

Reasons For Dissatisfaction In (%)

80 70 60 50 40 30 20 10 0 Series1

Change one portal • Change one portal to another • This question was asked to know that customer of online share trading portals are loyal to there service providers or not .the respondent where asked give there responses to any of the three option which are ashok

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Yes they change No they never changed No opinion The results are showing that 53%of customer have never changed there online service providing portal.35% of respondent are saying that yes they have changed there online service providing portals and only 12% of respondent are saying that they have no opinion for this question . ashok

Offline Share Trading Done • This question has been asked to from the respondent to know that what percentage of respondent who have done offline trading. The respondent has been asked to select any one of the given three opinions which are. • yes they have done offline trading • no they never done off line trading • can’t say

• The responses for this question are. 57% of respondents have never done offline share trading. 37% of respondents have done offline share trading and only 6% of respondent have no opinion for this question.

Other

Lack Of Security

Lack Of Information Avaliable

Time Taking

Too Much Of Paper Work

Lack Of Transparency

Problems With Offline Trading

80 70 60 50 40 30 20 10 0 Series1

Tools and services • The standard tools include current quotes, historical stock charts and news headlines. Typically, these services are available free on most online broking sites. But not with all offline brokers and brokerage house and they are available there are some charges. However, if customer is looking for real-time stock quotes, intraday charting customized ticker, research, information updates on stocks and the economy, and a real-time portfolio manager, customer may have face problem in case of offline share trading .the question which arises are.

Appendices: Questionnaire Name___________________________ Address _________________________________ Occupation-

Business

Service

Agethan (Rs.) 25 25-35 Monthlyless Incomeless than 35-45 15000

Other_ _ _ _ _ _ _ 45-55 15000 and above

2.Are you satisfied with the services of Online trading portal? Yes satisfied Not satisfied can’t say 2.If yes, please mark the reasons. Time saving Easy to use Information available Anywhere trading available Easy brokerage structure Other__ __ __ __ __ __ 3.If no, please mark the reasons. Account opening and other charges. No or improper training. Lack of security Lack of information available.

20000 and abov

Login problem. Other__ __ __ __ __ __ 1.Do you make more trades on-line than you would if you were using a traditiona brokerage? I make more trades online than I would off-line I make fewer trades online than I would off-line I make the same number online as I would off-line Can’t say 6.Have you ever changed from one on-line brokerage to another (e.g. cancelled y account) Yes No Can’t say 2.Have you done offline trading? Yes No Can’t say 2.If yes please mark problem associated with offline trading. Lack of transparency. Too much of paper work. Time taking. Lack of Information available. Lack of security. Other__ __ __ __ __ __ 3.Please share your experience on online trading (Example-it’s easy to use)----------------------------

Thanks

ashok