Sharekhan Securities LTD

Project: “A Study of Customer

Satisfaction of Online Trading VS.
Traditional Trading With Reference to
Sharekhan Brokerage Services LTD”

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

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Customer Satisfaction
• 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
 Ti
m
e

0
10
20
30
40
50
60
70
80

Sa
vin
Ea g
sy
In To
fo
r m Us
at
io e
n
Av
An al
y ia
W b le
ha
re
Tr
ad
Ea i ng
sy
Br
ok
r ag
Sa e
tis
fy
O
th
Reasons For Satisfaction (%)

er
Series1
• 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

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 0
10
20
30
40
50
60
70
80
A/C
Opening
Charges
No Or
Improper
training
Lack of
Security
Lack Of
Information
Avaliable
Login
Problem
Reasons For Dissatisfaction In (%)

Others
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

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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 .
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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.
 0
10
20
30
40
50
60
70
80

Lack Of
Transparency

Too Much Of
Paper Work

Time Taking

Lack Of
Information
Avaliable
Lack Of
Security
Problems With Offline Trading

Other
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 Other_ _ _ _ _ _ _

Monthlyless
Age- than (Rs.)
Income- 25 25-35
less than 35-45
15000 45-55
15000 and above 20000 and abov

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.
 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