dinu project

8/4/2019 Dinu Project

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ORGANIZATIONAL STUDYAT

INDIA INFOLINE PVT LTD

Submitted in partial fulfillment of the requirements of the degree of

MASTER OF BUSINESS ADMINISTRATION

KANNUR UNIVERSITY

BY

DINKAR.D.P

UNDER THE GUIDANCE OF

KIRAN RAVEENDRAN, Asst Professor

CHINTECH SCHOOL OF MANAGEMENT STUDIES

CHINMAYA INSTITUTE OF TECHNOLOGY

KANNUR

2011


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CHINMAYA INSTITUTE OF TECHNOLOGY-KANNUR

(Affiliated to the Kannur University)

Govindagiri, Chala. PO Thottada,

Kannur, Kerala-670007

CERTIFICATEThis is to certify that the project entitled ORGANIZATIONAL STUDY AT

INDIA INFOLINE PVT LTD is a bonafide record of work done by Dinkar DP, 2nd

semester MBA and submitted in partial fulfillment of the requirement for the degree ofMASTER OF BUSINESS ADMINISTRATION, of Kannur University under my

supervision.

Prof. KIRAN RAVEENDRAN

(Supervising guide)

Place: Kannur

Date:


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CHINMAYA INSTITUTE OF TECHNOLOGY-KANNUR

(Affiliated to the Kannur University)

Govindagiri, Chala. PO Thottada,

Kannur, Kerala-670007

CERTIFICATEThis is to certify that the project entitled ORGANIZATIONAL STUDY AT

INDIA INFOLINE PVT LTD is a bonafide record of work done by Dinkar DP, 2nd

semester MBA and submitted in partial fulfillment of the requirement for the degree of

MASTER OF BUSINESS ADMINISTRATION, of Kannur University under my

supervision.

Dr. K.K. Falgunan

DIRECTOR

Place: Kannur

Date :


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DECLARATION

I hereby, declare that the Project report entitled

ORGANIZATIONAL STUDY AT INDIA INFOLINE PVT LTD is myoriginal work and it was under the supervision of Mr. KIRANRAVEENDRAN, Asst Professor, Chinmaya Institute of Technology,Kannur.

I also declare that this report has not been submitted by me fullyor partially for the award of any degree, diploma, or any other similartitle or recognition before.

DINKAR D. P.

2ND SEMESTERMBA

Place: Kannur

Date :


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ACKNOWLEDGEMENT

I am deeply indebted to Dr K.K Falgunan, Director ChinmayaInstitute of Technology for giving me the opportunity to carry out thisproject.

I express my immense gratitude to my mentor Mr. Kiran

Raveendran, Asst Professor, School of Management Studies, Chintechwho has helped me during the course of my project.

I am also thankful to all other faculty members in the Departmentof Management Studies and all my friends who have helped me duringthe course of project.

I also express my sincere gratitude to the member of INDIAINFOLINE PVT LTD who took my time from their tight schedule and

support me during the whole tenure of the project.

Last but not the least I record my appreciation and thankfulness tomy respondents who spared their time to provide me input.

DINKAR D. P.


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INDEX

Chapter 1: Introduction and design of the study

Introduction Statement of the problem

Objective of the study

Sample design

Methodology and data collection

Tools of analysis

Chapter scheme

Chapter 2

Literature Survey

Chapter 3:

Industry Profile

Company Profile

Chapter 4:


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Analysis and Interpretation of Data

Chapter 5:

Findings, Suggestions and Conclusion

Bibliography

Appendix


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1.1 INTRODUCTION

Service quality refers to a number of inter-related factorsincluding the way in which individuals are treated by providers, thescope of services and services available to clients, the quality of the

information provided to the clients and quality of the counseling skills,the promotion of individual choice, the technical competence ofproviders, and the accessibility and continuity of services.

Service quality is determined by the differences betweencustomers' expectations of company's performance and theirevaluation of the services they received. In this way, the associationbetween service quality and customer satisfaction has emerged as atopic of significant and strategic concern. In general, research in thisarea suggests that service quality is an important indicator of customer

satisfaction. Researchers also focused that there has been considerabledebate regarding the basic dimensions of service quality as well as themeasurement of these dimensions. A number of researchers haveprovided lists of quality determinants.

1.2 STATEMENT OF PROBLEM

Service quality is the primary force for economic growth of every

successful organization. India infoline give importance to service qualityas it is necessary to retain their customers. Hence an attempt has beenmade to study the service quality analysis at India infoline.

1.3 OBJECTIVES OF THE STUDY

1. To evaluate different dimensions of service quality.2. To have a competitive analysis on the basis of service quality.

3. To evaluate the level of customer satisfaction.4. To measure the service quality provided by india infoline.

1.4 SAMPLE DESIGN

A total of 100 respondents are from vatakara in which 75 areusers of india infoline and rest of them is other share brokersscustomers.

1.5 METHODOLOGY AND DATA COLLECTION


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For the study both primary data and secondary data has beenused. Primary source of data has been collected by means ofunstructured interview with employees and users of india infoline, andfrom vatakara various categories of investers personally collected usingquestionnaire. Secondary source of data were collected from company

records, reports, brochures, journals, and web sites.

1.6 TOOLS FOR ANALYSIS

Simple percentage method was used for analysing the data. Thecollected data was scrutinized, interpreted and analysed using simplepercentage method. The data was tabulated and percentage was

calculated. The values were presented using charts and graphs.

1.7 CHAPTER SCHEME

The project report has been presented in the following format;

The first chapter deals with the introduction of the study,statement of the problem, objectives of the study, sample design,

methodology, methods for data collection, tools for analysis andthe chapter scheme.

The second chapter reviews the literature used for the study.

The third chapter presents a profile of the industry and company.

The fourth chapter analysis and the data and interprets it.

The fifth chapter states the findings, suggestions and conclusionbased on the study.


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CHAPTER-2

LITERATURE SURVEY


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LITERATURE SURVEY

It is generally agreed that different people understand differentthings regarding the service quality as a multidimensional notion. Manyscholars agree that service quality can be decomposed into two majordimensions (Grnroos, 1983; Lehtinen and Lehtinen, 1982). The firstdimension is concerned with what the service delivers and is referred toby PZB (Parasuraman, Zeithaml and Berry in 1985) as outcome

quality and by Grnroos (1984) as technical quality. The seconddimension is concerned with how the service is delivered: the processthat the customer went through to get to the outcome of the service.PZB (1985) refer to this as process quality while Grnroos (1984) callsit functional quality. However, while PZB (1985) and PZ (2006)confirmed these distinctions, they often confusingly use servicequality when they mean service process quality. Thus to avoid anyfurther confusion a distinction will be made between service processand service outcome. Whenever the word service is used, it should be

taken as the total service which is a combination of process andoutcome. Likewise, service quality shall be used to refer to the totalityof process quality and outcome quality. PZ define service quality as thedegree and direction of discrepancy between customers serviceperceptions and expectations (2006). Thus if the perception is higherthan expectation, then the service is said to be of high quality. Likewise,when expectation is higher than perception, the service is said to be oflow quality.

In their 1988 revision, PZB claim that these five dimensions are

generic and consistent across different types of services. However,basing this conclusion on a small sample raises doubts on its validity.Buttle (1996) found serious concerns with the number of dimensions as


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well as their consistency in different contexts. Carman (1990), afterconducting a research which involved testing the five dimensions inservices other than those that were used by PZB, warns that while thePZB items provide a start for item development, all items need to havevalidity and reliability checks before commercial application. Carman

(1990) further states that the dimensions may have been over-generalized and suggests that some items of the ten dimensions thatwere no longer explicitly stated in the five dimensions be retained untilfurther factor analysis shows that they really are not unique. Peter et al.(1993) also suggest that the overlap between responsiveness,assurance, and empathy was understated by PZB in their original study.Woo and Ennew (2005), meanwhile, found that in business servicesmarkets, the dimensions were completely different.

Thus, at its best, the five dimensions should only be considered as

a starting point rather than a tool that can be immediately used in thefield. In their papers, PZB (1985, 1988) and PZ (2006) consistently referto the list as determinants or dimensions of service quality. However, itappears, from their definition of each dimension that they are onlyreferring to process quality rather than total service quality. Woo andEnnew (2005) confirm this finding when they stated that PZBs work onservice quality dimensions and the subsequent SERVQUAL tool(discussed in a later section) seemed to neglect technical qualityaltogether and focus mostly on the functional side. Furthermore,Richard and Allaway (1993) clearly state that the dimensions of servicequality as it is described by PZB totally neglects technical quality.Parasuraman, in a later work specified that service and servicesmean different things (1998). Services (plural), according to him, referto the intangible core product that a business provides to the firm. Incontrast, service (singular) refers to the supplement that accompaniesthe core offering. Essentially, he uses services to refer to outcomequality, while service to refer to process quality. Because of this poorchoice of words, Parasuraman only added further confusion. Assumingthat a better set of words has been selected by PZB, the fact that theirmodel is focused only on process quality still remains.

Asubonteng, McCleary, and Swan (1996), on the other hand,defend PZBs model by stating that because outcome quality is difficultto evaluate for any service, customers will often rely on othercharacteristics of the service to determine its quality. That is, they willrely on the process quality to determine or make an approximation ofthe total service quality. Unfortunately, Asubonteng, McCleary, andSwan did not provide any empirical data to confirm this. Their claimthat outcome quality is difficult to evaluate for any service is flawed

and some examples that disprove their statement easily come to mind.Consider the case of a machine shop that is involved in providingmachine repair services to business and individual customers. After the


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service has been provided, the customer is able to measure outcomequality by comparing the outcome against the specifications it providedto the machine shop before the start of the service. In another case,this time a plumbing service where a homeowner has requested theplumber to repair a leaking faucet, the homeowner is able to measure

the quality of the outcome by checking if the faucet is still dripping.Apart from this, Richard and Allaway (1993) found that PZBs modelmeasuring only process qualitywas less reliable than another modelthat measured both process and outcome quality. Thus, PZBs fivedimensions of service quality, while useful as a starting point, is aninadequate tool for measuring a firms total service quality.

PZB, in their 1985 paper, identified the need for a tool that putsinto operation the five dimensions and gaps model of service quality.

They later followed this up in their 1988 paper with a survey tool

named SERVQUAL. The tool is divided into five major categories andlabelled according to the five dimensions of service quality as identifiedby PZB. Within the categories, four or five items are listed, totalingtwenty-two. Each item must be answered by the customer two or threetimes depending on the format being used. The two-column formatasks for the customers expected performance and his or herperception of the companys performance under each item. Under thisformat, the customer has to answer a total of forty-four questions. Thethree-column format adds a third question that asks for the customersexpected minimum service performance, thus increasing the number ofquestions to a total of sixty-six. The disadvantage of asking this manyquestions is that it can potentially lead to respondent fatigue which cannegatively affect the quality of the data. Carman (1990) states thatbecause of SERVQUALs long list of questions it is operationally difficultto follow the PZB procedure for collecting and analyzing these data.One observation of PZBs SERVQUAL tool is that, while the criteria for

judging are embodied by the five dimensions of service quality and aretherefore fixed, the scales of each criterion may change from time totime depending on certain factors such as the mood and pastexperience of the individual being interviewed. For example, a personwho is used to five-star hotels will find a four-star hotel of lower qualitywhile a person who has never been to a five-star hotel will find a four-star of high quality.

This is one weakness of this market research tool. Perhaps a wayaround it is to spread the survey across a diverse sample of the marketand across various time periods to mitigate the effect of unrelatedevents that can affect the perception of a group of people. The problemwith this, however, is that it can increase the survey cost. Carman

(1990) also recognized the possibility that the customers familiaritywith the service can also play a role in setting his or her expectations.

Thus his suggestion involves measuring the customers level of


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familiarity with the services and to differentiate in that dimensionamong customers. While this seems like sound advice, it still does notmake up for the scenario where a user, after having experienced aservice of low quality, has lowered his expectations of future serviceencounters. The result might be that management will mistakenly

interpret the SERVQUAL scores in the next testing period as a signalthat their service quality has increased when, in fact, it is only thecustomers expectation that decreased. This shortcoming has beenidentified by other critics such as Buttle (1996). Unfortunately, it hasnot been addressed by PZB to this day. According to PZB (1985) and PZ(2006), reliability always emerged as the most critical dimension ofservice process quality. Boulding et al. (1993) also confirms this finding.

However, because PZB (1985) , PZ (2006) and Boulding et al.(1993) neither tested these finding across a wider set of service

industries as well as across different segments of each industry thevalidity of their claim is questionable. OConnor et al. (1993) reportedthat reliability was not a significant contributor to customer satisfactionin his research. Meanwhile, Woo and Ennew (2005) indicate that, intheir research on service quality in business services markets, socialexchange which roughly maps to the empathy dimension of PZBsmodel, was found to be more important. Fornell et al. (1996) alsoconfirms Woo and Ennews findings by stating that empathy had agreater impact on perceived quality than reliability. Thus while reliabilitymay be an important dimension in some businesses, particularly theones studied by PZB, it may not always be the case in other industriesor in other market segments. Asubonteng, McCleary, and Swan (1996)recommend that firms who do not fall under the business types thatPZB investigated should conduct further research to find out thedimensions relevant to the service they provide. Unfortunately, it maynot always be the case that businesses have the necessary resources toconduct such a research.

Oliver (1980) states that an individuals attitude is a function of hisor her own expectations (eq. 1). Cronin and Taylor (1992) confirm thisstatement through literature review and empirical data. They furtherdemonstrate that perceived service quality is, in fact, an attitude (eq.2). Satisfaction, on the other hand, is a function of perceived servicequality (eq. 3). Their results also show that satisfaction determinespurchase intention (eq. 4). Cronin and Taylor also state that it issatisfactionnot perceived service qualitythat has a significant effecton purchase intention. For example, if a customer, who is indifferenttowards Starbucks, were to have coffee there and found it a verysatisfying experience, the probability of him or her coming back would

be high.Based on these findings, Cronin and Taylor (1992) proposed a tool

they call SERVPERF as a replacement for SERVQUAL. They state that


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the performance-based scale developed (SERVPERF) is efficient incomparison with the SERVQUAL scale. In reality though, SERVPERF ismerely a subset of SERVQUAL. That is, it only measures the perceivedservice process performance and disregards expected service processlevel. The rationale for doing so is because; a) measuring the

customers expected service level before the service is rendered is notalways possible, leaving the firm to measure it instead at the end of theservice, and b) measuring the expected service level after the servicehas been rendered is inaccurate as the customers expectation, bythen, has already been biased by the service rendered. Apart fromremoving the distortions caused by measuring expectations, SERVPERFalso shortens the questionnaire from a maximum of sixty-six down to

just twenty-five, thus reducing the likelihood of respondent fatigue. Onthe other hand, a number of questions also arise regarding the validity

of Cronin and Taylors findings. Customer satisfaction and perceivedservice quality are entirely different constructs, where the former is anevaluation based on a specific transaction while the latter is a generalassessment developed over a period of time (PZB 1994). SinceSERVPERF is designed to measure customer satisfaction, andSERVQUAL is designed to measure perceived service quality, is itcorrect to compare the two? PZB (1994) believe that it is not a validcomparison and point out that Cronin and Taylors paper is questionableat best in its conceptual, methodological/analytical, and practicalaspects. They further state that Cronin and Taylors work seem todiscount prior conceptual work in the SQ literature (PZB 1994).

According to the above definitions of service quality, it maytherefore be concluded that service quality is an assessment of thecustomers about how well the service fulfils their expectations in termsof perceptions of the service.

Grnroos, C. 1984. A Service Quality Model and Its MarketingImplications. European Journal of Marketing. 18(4): 3644.

Cronin, J. J. and S. A. Taylor 1992. Measuring Service Quality: AReexamination and Extension.Journal of Marketing. 56(3): 5568.Oliver, R. L. 1980. A Cognitive Model of the Antecedents andConsequences of Satisfaction Decisions.Journal of Marketing Research.17(4): 460490.Parasuraman, A., V. Zeithaml and L. Berry 1994. Reassessment ofexpectations as a comparison standard in measuring service quality:implications for future research.Journal of Marketing. 58(1). 111124.


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CHAPTER-3

INDUSTRY PROFILE AND COMPANY PROFILE


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INDUSTRY PROFILE

A stock market or equity market is a public market (a loosenetwork of economic transactions, not a physical facility or discreteentity) for the trading ofcompanystock (shares) and derivatives at anagreed price; these are securities listed on a stock exchange as well asthose only traded privately.

The size of the world stock market was estimated at about $36.6trillion USD at the beginning of October 2008. The total worldderivatives market has been estimated at about $791 trillion face ornominal value, 11 times the size of the entire world economy. The valueof the derivatives market, because it is stated in terms ofnotional

values, cannot be directly compared to a stock or a fixed incomesecurity, which traditionally refers to an actual value. Moreover, thevast majority of derivatives 'cancel' each other out (i.e., a derivative'bet' on an event occurring is offset by a comparable derivative 'bet' onthe event notoccurring). Many such relatively illiquid securities arevalued as marked to model, rather than an actual market price.

The stocks are listed and traded on stock exchanges which areentities of a corporation or mutual organization specialized in thebusiness of bringing buyers and sellers of the organizations to a listing

of stocks and securities together. The largest stock market in the UnitedStates, by market cap, is the New York Stock Exchange, NYSE. InCanada, the largest stock market is theToronto Stock Exchange. MajorEuropean examples of stock exchanges include the London StockExchange, Paris Bourse, and the Deutsche Brse. Asian examplesinclude the Tokyo Stock Exchange, the Hong Kong Stock Exchange,the Shanghai Stock Exchange, and the Bombay Stock Exchange. InLatin America, there are such exchanges as the BM&F Bovespa andthe BMV.

Trading

Participants in the stock market range from small individual stockinvestors to large hedge fund traders, who can be based anywhere.

Their orders usually end up with a professional at a stock exchange,who executes the order.

Some exchanges are physical locations where transactions arecarried out on a trading floor, by a method known as open outcry. Thistype of auction is used in stock exchanges and commodity exchanges
http://en.wikipedia.org/wiki/Corporationhttp://en.wikipedia.org/wiki/Stockhttp://en.wikipedia.org/wiki/Shareshttp://en.wikipedia.org/wiki/Stock_exchangehttp://en.wikipedia.org/wiki/Notional_amounthttp://en.wikipedia.org/wiki/Notional_amounthttp://en.wikipedia.org/wiki/Actual_cash_valuehttp://en.wikipedia.org/wiki/Mark_to_modelhttp://en.wikipedia.org/wiki/Mutual_organizationhttp://en.wikipedia.org/wiki/NYSEhttp://en.wikipedia.org/wiki/Toronto_Stock_Exchangehttp://en.wikipedia.org/wiki/London_Stock_Exchangehttp://en.wikipedia.org/wiki/London_Stock_Exchangehttp://en.wikipedia.org/wiki/Paris_Boursehttp://en.wikipedia.org/wiki/Deutsche_B%C3%B6rsehttp://en.wikipedia.org/wiki/Tokyo_Stock_Exchangehttp://en.wikipedia.org/wiki/Hong_Kong_Stock_Exchangehttp://en.wikipedia.org/wiki/Shanghai_Stock_Exchangehttp://en.wikipedia.org/wiki/Bombay_Stock_Exchangehttp://en.wikipedia.org/wiki/BM%26F_Bovespahttp://en.wikipedia.org/wiki/Mexican_Stock_Exchangehttp://en.wikipedia.org/wiki/Corporationhttp://en.wikipedia.org/wiki/Stockhttp://en.wikipedia.org/wiki/Shareshttp://en.wikipedia.org/wiki/Stock_exchangehttp://en.wikipedia.org/wiki/Notional_amounthttp://en.wikipedia.org/wiki/Notional_amounthttp://en.wikipedia.org/wiki/Actual_cash_valuehttp://en.wikipedia.org/wiki/Mark_to_modelhttp://en.wikipedia.org/wiki/Mutual_organizationhttp://en.wikipedia.org/wiki/NYSEhttp://en.wikipedia.org/wiki/Toronto_Stock_Exchangehttp://en.wikipedia.org/wiki/London_Stock_Exchangehttp://en.wikipedia.org/wiki/London_Stock_Exchangehttp://en.wikipedia.org/wiki/Paris_Boursehttp://en.wikipedia.org/wiki/Deutsche_B%C3%B6rsehttp://en.wikipedia.org/wiki/Tokyo_Stock_Exchangehttp://en.wikipedia.org/wiki/Hong_Kong_Stock_Exchangehttp://en.wikipedia.org/wiki/Shanghai_Stock_Exchangehttp://en.wikipedia.org/wiki/Bombay_Stock_Exchangehttp://en.wikipedia.org/wiki/BM%26F_Bovespahttp://en.wikipedia.org/wiki/Mexican_Stock_Exchange


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where traders may enter "verbal" bids and offers simultaneously. Theother type of stock exchange is a virtual kind, composed of a network ofcomputers where trades are made electronically via traders.

Actual trades are based on an auction market model where apotential buyer bids a specific price for a stock and a potential

seller asks a specific price for the stock. (Buying or selling atmarketmeans you will accept any ask price or bid price for the stock,respectively.) When the bid and ask prices match, a sale takes place, ona first-come-first-served basis if there are multiple bidders or askers ata given price.

The purpose of a stock exchange is to facilitate the exchange ofsecurities between buyers and sellers, thus providing a marketplace(virtual or real). The exchanges provide real-time trading information onthe listed securities, facilitating price discovery.

The New York Stock Exchange is a physical exchange, also referredto as a listedexchange only stocks listed with the exchange may betraded. Orders enter by way of exchange members and flow down to afloor broker, who goes to the floor post trading that stock to trade the

order. The specialist's job is to match buy and sell orders using openoutcry. If a spread exists, no trade immediately takes placein this casethe specialist should use his/her own resources (money or stock) toclose the difference after his/her judged time. Once a trade has beenmade the details are reported on the tape and sent back to thebrokerage firm, which then notifies the investor who placed the order.Although there is a significant amount of human contact in this process,computers play an important role, especially for so-called programtrading.

The NASDAQ is a virtual listed exchange, where all of the trading isdone over a computer network. The process is similar to the New YorkStock Exchange. However, buyers and sellers are electronicallymatched. One or more NASDAQ market makers will always provide abid and ask price at which they will always purchase or sell 'their' stock.

The Paris Bourse, now part of Euronext, is an order-driven,electronic stock exchange. It was automated in the late 1980s. Prior tothe 1980s, it consisted of an open outcry exchange. Stocktraders meton the trading floor or the Palais Brongniart. In 1986, the CATS trading

system was introduced, and the order matching process was fullyautomated.
http://en.wikipedia.org/wiki/Paris_Boursehttp://en.wikipedia.org/wiki/Euronexthttp://en.wikipedia.org/wiki/Paris_Boursehttp://en.wikipedia.org/wiki/Euronext


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From time to time, active trading (especially in large blocks ofsecurities) have moved away from the 'active' exchanges. Securitiesfirms, led by UBS AG, Goldman Sachs Group Inc. and Credit SuisseGroup, already steer 12 percent of U.S. security trades away from theexchanges to their internal systems. That share probably will increase

to 18 percent by 2010 as more investment banks bypass the NYSE andNASDAQ and pair buyers and sellers of securities themselves, accordingto data compiled by Boston-based Aite Group LLC, a brokerage-industryconsultant.

Now that computers have eliminated the need for trading floorslike the Big Board's, the balance of power in equity markets is shifting.By bringing more orders in-house, where clients can move big blocks ofstock anonymously, brokers pay the exchanges less in fees and capturea bigger share of the $11 billion a year that institutional investors payin trading commissions as well as the surplus of the century had takenplace.

Market participants

A few decades ago, worldwide, buyers and sellers were individualinvestors, such as wealthy businessmen, with long family histories (and

emotional ties) to particular corporations. Over time, markets havebecome more "institutionalized"; buyers and sellers are largelyinstitutions (e.g.,pension funds, insurance companies, mutual funds,index funds, exchange-traded funds, hedge funds, investor groups,banks and various other financial institutions.

The rise of the institutional investor has brought with it someimprovements in market operations. Thus, the government wasresponsible for "fixed" (and exorbitant) fees being markedly reduced forthe 'small' investor, but only after the large institutions had managed to

break the brokers' solid front on fees. (They then went to 'negotiated'fees, but only for large institutions.

However, corporate governance (at least in the West) has beenvery much adversely affected by the rise of (largely 'absentee')institutional 'owners'. 12th century France the courratiers dechange were concerned with managing and regulating the debts ofagricultural communities on behalf of the banks. Because these menalso traded with debts, they could be called the first brokers. A commonmisbelieve is that in late 13th century Bruges commodity traders

gathered inside the house of a man called Van der Beurze, and in 1309they became the "Brugse Beurse", institutionalizing what had been,until then, an informal meeting, but actually, the family Van der Beurze
http://en.wikipedia.org/wiki/Francehttp://en.wikipedia.org/wiki/Stock_brokerhttp://en.wikipedia.org/wiki/Francehttp://en.wikipedia.org/wiki/Stock_broker


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had a building in Antwerp where those gatherings occurred;[6] the Vander Beurze had Antwerp, as most of the merchants of that period, astheir primary place for trading. The idea quickly spreadaround Flanders and neighboring counties and "Beurzen" soon openedin Ghent and Amsterdam.

In the middle of the 13th century, Venetian bankers began to tradein government securities. In 1351 the Venetian government outlawedspreading rumors intended to lower the price of government funds.Bankers in Pisa, Verona, Genoa and Florence also began trading ingovernment securities during the 14th century. This was only possiblebecause these were independent city states not ruled by a duke but acouncil of influential citizens. The Dutch later started joint stockcompanies, which let shareholders invest in business ventures and geta share of their profits - or losses. In 1602, the Dutch East India

Company issued the first share on the Amsterdam Stock Exchange. Itwas the first company to issue stocks and bonds.

The Amsterdam Stock Exchange (or Amsterdam Beurs) is also saidto have been the first stock exchange to introduce continuous trade inthe early 17th century. The Dutch "pioneered short selling, optiontrading, debt-equity swaps,merchant banking, unit trusts andother speculative instruments, much as we know them".[7] There arenow stock markets in virtually every developed and most developingeconomies, with the world's biggest market being in the United

States, United Kingdom, Japan, India, China, Canada, Germany,France, South Korea and the Netherlands.

The stock market is one of the most important sourcesfor companies to raise money. This allows businesses to be publiclytraded, or raise additional capital for expansion by selling shares ofownership of the company in a public market. The liquidity that anexchange provides affords investors the ability to quickly and easily sellsecurities. This is an attractive feature of investing in stocks, comparedto other less liquid investments such as real estate.

History has shown that the price ofshares and other assets is animportant part of the dynamics of economic activity, and can influenceor be an indicator of social mood. An economy where the stock marketis on the rise is considered to be an up-and-coming economy. In fact,the stock market is often considered the primary indicator of acountry's economic strength and development.

Rising share prices, for instance, tend to be associated withincreased business investment and vice versa. Share prices also affect

the wealth of households and their consumption. Therefore, centralbanks tend to keep an eye on the control and behavior of the stock
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market and, in general, on the smooth operation offinancialsystem functions. Financial stability is the raison d'tre of central banks.

Exchanges also act as the clearinghouse for each transaction,meaning that they collect and deliver the shares, and guaranteepayment to the seller of a security. This eliminates the risk to an

individual buyer or seller that the counterparty could default on thetransaction.

The smooth functioning of all these activities facilitates economicgrowth in that lower costs and enterprise risks promote the productionof goods and services as well as employment. In this way the financialsystem contributes to increased prosperity.

Relation of the stock market to the modern financial system

The financial system in most western countries has undergone aremarkable transformation. One feature of this development isdisintermediation. A portion of the funds involved in saving andfinancing, flows directly to the financial markets instead of being routedvia the traditional bank lending and deposit operations. The generalpublic's heightened interest in investing in the stock market, eitherdirectly or through mutual funds, has been an important component ofthis process.

Statistics show that in recent decades shares have made up anincreasingly large proportion of households' financial assets in manycountries. In the 1970s, in Sweden, deposit accounts and other veryliquid assets with little risk made up almost 60 percent of households'financial wealth, compared to less than 20 percent in the 2000s. Themajor part of this adjustment in financial portfolios has gone directly toshares but a good deal now takes the form of various kinds ofinstitutional investment for groups of individuals, e.g., pension funds,mutual funds, hedge funds, insurance investment of premiums, etc.

The trend towards forms of saving with a higher risk has beenaccentuated by new rules for most funds and insurance, permitting ahigher proportion of shares to bonds. Similar tendencies are to be foundin other industrialized countries. In all developed economic systems,such as the European Union, the United States,Japan and otherdeveloped nations, the trend has been the same: saving has movedaway from traditional (government insured) bank deposits to more riskysecurities of one sort or another

The stock market, individual investors, and financial risk

Riskier long-term saving requires that an individual possess theability to manage the associated increased risks. Stock prices fluctuate
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widely, in marked contrast to the stability of (government insured) bankdeposits or bonds. This is something that could affect not only theindividual investor or household, but also the economy on a large scale.

The following deals with some of the risks of the financial sector ingeneral and the stock market in particular. This is certainly more

important now that so many newcomers have entered the stockmarket, or have acquired other 'risky' investments (such as'investment' property, i.e., real estate and collectables).

History of Indian stock exchanges

The Bombay Stock Exchange (BSE)formerly, The StockExchange, Bombay) is the oldest stock exchange in Asia and has the

largest number of listed companies in the world, with 4990 listed as ofAugust 2010. It is located at Dalal Street, Mumbai, India. On Aug, 2010,the equity market capitalization of the companies listed on the BSE wasUS$1.39 trillion, making it the 4th largest stock exchange in Asia andthe 11th largest in the world.

With over 4,990 Indian companies listed & over 7700 scrips on thestock exchange, it has a significant trading volume. The BSESENSEX (SENSitive indEX), also called the "BSE 30", is a widely usedmarket index in India and Asia. Though many other exchanges exist,

BSE and the National Stock Exchange of India account for most of thetrading in shares in India.

The Bombay Stock Exchange is the oldest exchange in Asia. Ittraces its history to the 1850s, when 4 Gujarati and 1 Parsi stockbrokerwould gather under banyan trees in front of Mumbai's Town Hall. Thelocation of these meetings changed many times, as the number ofbrokers constantly increased. The group eventually moved to DalalStreet in 1874 and in 1875 became an official organization known as

'The Native Share & Stock Brokers Association'. In 1956, the BSEbecame the first stock exchange to be recognized by the IndianGovernment under the Securities Contracts Regulation Act. TheBombay Stock Exchange developed the BSE Sensex in 1986, giving theBSE a means to measure overall performance of the exchange. In 2000the BSE used this index to open its derivatives market, trading Sensexfutures contracts.

The development of Sensex options along with equity derivativesfollowed in 2001 and 2002, expanding the BSE's trading platform.

Historically an open outcry floor trading exchange, the Bombay StockExchange switched to an electronic trading system in 1995. It took theexchange only fifty days to make this transition. This automated,
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screen-based trading platform called BSE On-line trading (BOLT)currently has a capacity of 80 lakh orders per day. The BSE has alsointroduced the world's first centralized exchange-based internet tradingsystem, BSEWEBx.co.in to enable investors anywhere in the world totrade on the BSE platform. The BSE is currently housed in Phiroze

Jeejeebhoy Towers at Dalal Street, Fort area.Following is the timeline on the rise of the Sensex through Indian stockmarket history.

1830's Business on corporate stocks and shares in Bank and Cottonpresses started in Bombay.

1860-1865 Cotton price bubble as a result of the American Civil War

1870 - 90's Sharp increase in share prices of jute industries followedby a boom in tea stocks and coal

1978-79 Base year ofSensex, defined to be 100.

1986 Sensex first compiled using a market Capitalization-Weightedmethodology for 30 component stocks representing well-established

companies across key sectors.

30 October 2006 The Sensex on October 30, 2006 crossed themagical figure of 13,000 and closed at 13,024.26 points, up 117.45points or 0.9%. It took 135 days for the Sensex to move from 12,000 to13,000 and 123 days to move from 12,500 to 13,000.

5 December 2006 The Sensex on December 5, 2006 crossed the14,000-mark to touch 14,028 points. It took 36 days for the Sensex tomove from 13,000 to the 14,000 mark.

6 July 2007 The Sensex on July 6, 2007 crossed the magical figure of15,000 to touch 15,005 points in afternoon trade. It took seven monthsfor the Sensex to move from 14,000 to 15,000 points.

19 September 2007 The Sensex scaled yet another milestone duringearly morning trade on September 19, 2007. Within minutes aftertrading began, the Sensex crossed 16,000, rising by 450 points from
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the previous close. The 30-share Bombay Stock Exchange's sensitiveindex took 53 days to reach 16,000 from 15,000. Nifty also touched anew high at 4659, up 113 points.

The Sensex finally ended with a gain of 654 points at 16,323. The NSENifty gained 186 points to close at 4,732.

26 September 2007 The Sensex scaled yet another height duringearly morning trade on September 26, 2007. Within minutes aftertrading began, the Sensex crossed the 17,000-mark . Some profittaking towards the end, saw the index slip into red to 16,887 - down187 points from the day's high. The Sensex ended with a gain of 22points at 16,921.

9 October 2007 The BSE Sensex crossed the 18,000-mark on October9, 2007. It took just 8 days to cross 18,000 points from the 17,000mark. The index zoomed to a new all-time intra-day high of 18,327. Itfinally gained 789 points to close at an all-time high of 18,280. Themarket set several new records including the biggest single day gain of789 points at close, as well as the largest intra-day gains of 993 pointsin absolute term backed by frenzied buying after the news of the UPAand Left meeting on October 22 put an end to the worries of animpending election.

15 October 2007 The Sensex crossed the 19,000-mark backed byrevival of funds-based buying in blue chip stocks in metal, capital goodsand refinery sectors. The index gained the last 1,000 points in just fourtrading days. The index touched a fresh all-time intra-day high of19,096, and finally ended with a smart gain of 640 points at 19,059.TheNifty gained 242 points to close at 5,670.

29 October 2007 The Sensex crossed the 20,000 mark on the back ofaggressive buying by funds ahead of the US Federal Reserve meeting.

The index took only 10 trading days to gain 1,000 points after the indexcrossed the 19,000-mark on October 15. The major drivers of today'srally were index heavyweights Larsen and Toubro, Reliance Industries,ICICI Bank, HDFC Bank and SBI among others. The 30-share indexspurted in the last five minutes of trade to fly-past the crucial level andscaled a new intra-day peak at 20,024.87 points before ending at its

fresh closing high of 19,977.67, a gain of 734.50 points. The NSE Niftyrose to a record high 5,922.50 points before ending at 5,905.90,showing a hefty gain of 203.60 points.


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8 January 2008 The sensex peaks. It crossed the 21,000 mark in intra-day trading after 49 trading sessions. This was backed by high marketconfidence of increased FII investment and strong corporate results forthe third quarter. However, it later fell back due to profit booking.

13 June 2008 The sensex closed below 15,200 mark, Indian marketsuffer with major downfall from January 21, 2008

25 June 2008 The sensex touched an intra day low of 13,731 duringthe early trades, then pulled back and ended up at 14,220 amidst anegative sentiment generated on the Reserve Bank of India hiking CRRby 50 bps. FII outflow continued in this week.

2 July 2008 The sensex hit an intra day low of 12,822.70 on July 2,2008. This is the lowest that it has ever been in the past year. Sixmonths ago, on January 10, 2008, the market had hit an all time high of21206.70. This is a bad time for the Indian markets, although Relianceand Infosys continue to lead the way with mostly positive results.

6 October 2008 The sensex closed at 11801.70 hitting the lowest inthe past 2 years.

10 October 2008 The Sensex today closed at 10527, 800.51 pointsdown from the previous day having seen an intraday fall of as large as1063 points. Thus, this week turned out to be the week with largestpercentage fall in the Sensex

18 May 2009 After the result of 15th Indian general election Sensexgained 2100.79 points from the previous close of 12173.42, a recordone-day gain. In the opening trade itself the Sensex evinced a 15% gainover the previous close which led to a two-hour suspension in trading.After trading resumed, the Sensex surged again, leading to a full daysuspension of trading.

19 October 2010 BSE today introduced the 15-minute special pre-

open trading session, a mechanism under which investors can bid forstocks before the market opens. The mechanism, known as 'pre-opensession call auction', lasted for 15 minutes (from 9:00-9:15 am).


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5 November 2010 BSE today crossed the 21000 mark( exactly21004.96) For the premier stock exchange that pioneered the securitiestransaction business in India, over a century of experience is a proudachievement. A lot has changed since 1875 when 318 persons by

paying a then princely amount of Re. 1, became members of whattoday is called Bombay Stock Exchange Limited (BSE).

Over the decades, the stock market in the country has passedthrough good and bad periods. The journey in the 20th century has notbeen an easy one. Till the decade of eighties, there was no measure orscale that could precisely measure the various ups and downs in theIndian stock market. BSE, in 1986, came out with a Stock Index-

SENSEX- that subsequently became the barometer of the Indian stockmarket.

The launch of SENSEX in 1986 was later followed up in January1989 by introduction of BSE National Index (Base: 1983-84 = 100). Itcomprised 100 stocks listed at five major stock exchanges in India -Mumbai, Calcutta, Delhi, Ahmedabad and Madras. The BSE NationalIndex was renamed BSE-100 Index from October 14, 1996 and sincethen, it is being calculated taking into consideration only the prices ofstocks listed at BSE. BSE launched the dollar-linked version of BSE-100

index on May 22, 2006.With a view to provide a better representation of the increasing

number of listed companies, larger market capitalization and the newindustry sectors, BSE launched on 27 May, 1994 two new index seriesviz., the 'BSE-200' and the 'DOLLEX-200'. Since then, BSE has come along way in attuning itself to the varied needs of investors and marketparticipants. In order to fulfill the need for still broader, segment-specific and sector-specific indices, BSE has continuously beenincreasing the range of its indices. BSE-500 Index and 5 sectoral indices

were launched in 1999. In 2001, BSE launched BSE-PSU Index, DOLLEX-30 and the country's first free-float based index - the BSE TECk Index.Over the years, BSE shifted all its indices to the free-float methodology(except BSE-PSU index).

BSE disseminates information on the Price-Earnings Ratio, thePrice to Book Value Ratio and the Dividend Yield Percentage on day-to-day basis of all its major indices. The values of all BSE indices areupdated on real time basis during market hours and displayed throughthe BOLT system, BSE website and news wire agencies.All BSE Indicesare reviewed periodically by the BSE Index Committee. This Committeewhich comprises eminent independent finance professionals frames thebroad policy guidelines for the development and maintenance of all BSE


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indices. The BSE Index Cell carries out the day-to-day maintenance ofall indices and conducts research on development of new indices.

Sensex correlation with emerging market indices

Sensex is significantly correlated with the stock indices of otheremerging markets Awards

The World Council of Corporate Governance has awarded theGolden Peacock Global CSR Award for BSE's initiatives in CorporateSocial Responsibility (CSR).

The Annual Reports and Accounts of BSE for the year ended March31, 2006 and March 31, 2007 have been awarded the ICAI awards for

excellence in financial reporting.

COMPANY PROFILE

INDIA INFOLINE-A PROFILE

The IIFL (India Infoline) group, comprising the holding company,India Infoline Ltd (NSE: INDIAINFO, BSE: 532636) and its subsidiaries, isone of the leading players in the Indian financial services space. IIFLoffers advice and execution platform for the entire range of financialservices covering products ranging from Equities and derivatives,Commodities, Wealth management, Asset management, Insurance,Fixed deposits, Loans, Investment Banking, GoI bonds and other smallsavings instruments. IIFL recently received an in-principle approval for

Securities Trading and Clearing memberships from Singapore Exchange(SGX) paving the way for IIFL to become the first Indian brokerage toget a membership of the SGX. IIFL also received membership of theColombo Stock Exchange becoming the first foreign broker to enter SriLanka. IIFL owns and manages the website, www.indiainfoline.com,which is one of Indias leading online destinations for personal finance,stock markets, economy and business.

IIFL has been awarded the Best Broker, India by FinanceAsia and

the Most improved brokerage, India in the AsiaMoney polls. IndiaInfoline was also adjudged as Fastest Growing Equity Broking House -Large firms by Dun & Bradstreet. A forerunner in the field of equity


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research, IIFLs research is acknowledged by none other than Forbes asBest of the Web and a must read for investors in Asia. Our researchis available not just over the Internet but also on international wireservices like Bloomberg, Thomson First Call and Internet Securitieswhere it is amongst one of the most read Indian brokers.

History1995

Commenced operations as an Equity Research firm

1997

Launched research products of leading Indian companies, keysectors and the economy

Client included leading FIIs, banks and companies

1999

Launched www.indiainfoline.com

2000

Launched online trading through www.5paisa.com

Started distribution of life insurance and mutual fund

2003 Launched proprietary trading platform Trader Terminal for retail

customers

2004

Acquired commodities broking license

Launched Portfolio Management Service

2005

Maiden IPO and listed on NSE, BSE2006

Acquired membership of DGCX

Commenced the lending business

2007

Commenced institutional equities business under IIFL

Formed Singapore subsidiary, IIFL (Asia) Pte Ltd

2008 Launched IIFL Wealth

Transitioned to insurance broking model


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2009

Acquired registration for Housing Finance

SEBI in-principle approval for Mutual Fund

Obtained Venture Capital license2010

Received in-principle approval for membership of the SingaporeStock Exchange

Received membership of the Colombo Stock Exchange

Equities

IIFL received the BQ1 broker grading (highest grading) fromCRISIL. The assigned grading reflects an effective external interface,robust systems framework and strong risk management. The gradingalso reflects IIFLs healthy regulatory compliance track record andadequate credit risk profile.

IIFL is a member of BSE and NSE registered with NSDL and CDSL

as a depository participant and provides broking services in the cash,derivatives and currency segments, online and offline. IIFL is adominant player in the retail as well as institutional segments of themarket. It recently became the first Indian broker to get a membershipof the Colombo Stock Exchange and is also the first Indian broker tohave received an in-principle approval for membership of the SingaporeStock Exchange. IIFLs Trader Terminal, its proprietary trading platform,is widely acknowledged as one of the best available for retail investors.Investors opt for IIFL given its unique combination of superior Service,

cutting-edge proprietary Technology, Advice powered by world-acclaimed research and its unparalleled Reach owing to its over 2500business locations across over 500 cities in India.

IIFLs analyst team won Zee Business Indias best marketanalysts awards 2009 for being the best in the Oil and Gas andCommodities sectors and a finalist in the Banking and IT sectors. IIFLhas rapidly emerged as one of the premier institutional equities housesin India with a team of over 25 research analysts, a full-fledged sales

and trading team coupled with an experienced investment bankingteam. The Institutional equities business conducted a very successfulEnterprising India global investors conference in Mumbai in March


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2010, which was attended by funds with aggregate AUM over US$5trillion and CEOs and other executives representing corporates with acombined market capitalization of over US$500 billion. The Discover SriLanka global investors conference, held in Colombo in July 2010, wasattended by more than 50 leading global and major local investors and

25 Sri Lankan corporates, along with senior Government officials.

Commodities

IIFL offers commodities trading to its customers vide itsmembership of the MCX and the NCDEX. Our domain knowledge anddata based on in depth research of complex paradigms of commoditykinetics, offers our customers a unique insight into behavioral patternsof these markets. Our customers are ideally positioned to make

informed investment decisions with a high probability of success.

Credit and finance

IIFL offers a wide array of secured loan products. Currently,secured loans (mortgage loans, margin funding, loans against shares)comprise 94% of the loan book. The Company has discontinued itsunsecured products. It has robust credit processes and collectionsmechanism resulting in overall NPAs of less than 1%. The Company hasdeployed proprietary loan-processing software to enable stringentcredit checks while ensuring fast application processing. Recently thecompany has also launched Loans against Gold.

Insurance

IIFL entered the insurance distribution business in 2000 as ICICIPrudential Life Insurance Co. Ltds corporate agent. Later, it became anInsurance broker in October 2008 in line with its strategy to have anopen architecture model. The Company now distributes products ofmajor insurance companies through its subsidiary India InfolineInsurance Brokers Ltd. Customers can choose from a wide bouquet ofproducts from several insurance companies including Max New York LifeInsurance, MetLife, Reliance Life Insurance, Bajaj Allianz Life, BirlaSunlife, Life Insurance Corporation, Kotak Life Insurance and others.

Wealth Management Service


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IIFL offers private wealth advisory services to high-net-worthindividuals (HNI) and corporate clients under the IIFL Private Wealthbrand. IIFL Private Wealth is managed by a qualified team of MBAs fromIIMs and premier institutes with relevant industry experience. The teamadvises clients across asset classes like sovereign and quasi-sovereign

debt, corporate and collateralised debt, direct equity, ETFs and mutualfunds, third party PMS, derivative strategies, real estate and privateequity. It has developed innovative products structured on the fixedincome side. It also has tied up with Interactive Brokers LLC tostrengthen its execution platform and provide investors with a globalinvestment platform.

Investment Banking

IIFLs investment banking division was launched in 2006. Thebusiness leverages upon its strength of research and placementcapabilities of the institutional and retail sales teams. Our experiencedinvestment banking team possesses the skill-set to manage all kinds ofinvestment banking transactions. Our close interaction with investorsas well as corporates helps us understand and offer tailor-madesolutions to fulfill requirements. The Company possesses strongplacement capabilities across institutional, HNI and retail investors. Thismakes it possible for the team to place large issues with marqueeinvestors. In FY10, the team advised and managed more than 10transactions including four IPOs and four Qualified InstitutionsPlacements.


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CHAPTER 4

DATA ANALYSIS AND INTERPRETATION

Table No. 4.1

Age of respondents

Source: Primary data

Chart No: 4.1


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Age of respondents


The given table and chart shows the details regarding the age group of respondents. Here it can be under

stood that 13% of the respondents are belongings to the age bellow 25. 39% belongs to 25-40, 30%

belongs to 40-55, and 18% are the age group of above 55

Here by it can be understood that majority of the respondents are of the age group of 25-40.


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Table 4.2

Gender wise classification of respondents

Source:

Chart No:4.2

Inference

By analyzing the table and chart, it can be understood that 81% of the respondents were male, and only

19% of the respondents were female.


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Table 4.3

Educational qualification of Respondents

Source: primary data

Chart no:4.3

Inference

By analyzing the given table and chart, it can be under stood that 11% of the respondents were having the

educational qualification of SSLC only, 17% have plus two, 43% having degree, and 29% were having

PG.


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Hence, it can be understood that majority of the respondents were having degree as their educational

qualificationTable 4.4

Occupation of Respondents


Chart no: 4.4

Inference

The given table and chart show the occupation of respondents. By analyzing the data, it can be

understood that 21% of the respondents were professionals, 39% are business persons, 31% were

employees and 9% were having other occupations.


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Table 4.5

Monthly income of employees


Chart no:4.5

Inference:

The given table and chart shows the details regarding monthly income of respondents. Here 9% of

respondents were belonging to the income group bellow 10,000, 36% belongings to 10000-20000, 28%

belongs to 20000-30000.


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Table 4.6

Area of living


Chart no: 4.6

Inference:


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By analyzing the given table and chart, it can be under stood that 57% of the respondents were living in

rural are and 43% of the respondents were living in urban are.Table 4.7

Investment preferred by respondents


Chart no:4.7

Inference:

By analyzing given table and chart, it can be understood that 14% of the respondents were preferring

shares, 27% were preferring mutual funds, 51% were preferring insurance and only 8% were preferring

other investments.


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Table 4.8

Knowledge about India. Info line


Chart no: 4.8

Inference:

By analyzing the given table and chart, it can be understood that 9% of the respondents were come to

know about india infoline through news papers and magazines, 13% through TV, 47% through marketing

executives, 25% through friends, and 4 % through others.


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Table 4.9

Reason to choose indiainfo line


Chart no: 4.9

Inference:

By analyzing the given table and chart, it can be understood that, 44% of the respondents were chosen

india infoline because of brokers, 30% of the respondents were chosen because of good service, and 26%

were chosen because of other reasons.


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Table 4.10

Types of trading platform selected


Chart no: 4.10

Inference;

By analyzing the given table and chart, it can be understood that 85% of the respondents were selected

the trading platform Intraday and only 15% were chosen delivery. Hence it can be understood that most

of the investor s were chosen intraday trading platform.


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Table 4.11

The trading in which the respondents are more interested


Chart no:4.11


Inference:

From the above table and chart, it can be seen that 58% of the customers are invested in Equity, 13% of

the customers are invested in future, 12% of the customers are invested in option and 17% were invested

in commodity. Hence it can be inferred that the majority of the customers are interested to invest in

equity.


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Table No. 4.12

In equity share which sector is mostly prefer


Chart No.4.12


Inference:

By analyzing the given table and chart it can be understood that 22% of respondents were selected the

sector power, 19% were selected automobile, 19% were selected infrastructure, 15% were selected IT,

and 25% were selected other sectors for investment.

Hence, here by it can be understood that majority of the investors were selected power sector for their

investment.


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Table 4.13

Problem with india info Line


Chart no: 4.13


Inference:

By analyzing the given table and chart, it can be understood that 38% of the respondents were having

some problems with india infoline, 62% of the respondents were having no problems with india infoline.


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QUESTIONAIRE

This questionnaire is formed to conduct a survey to identify the service quality of India infoline with

special reference to share trading

Name :

Age :Designation :

1) Gender?

Male Female

2) Educational qualification?

S S L C +2/pre-degree Graduation

Post graduation others

3) Occupation?

Professionals business man employees others

4) Monthly income ?

Less than 10000 up to 20000 up to 30000 above

5) Which is your area of living ?

Urban Rural

6) Which type of investment do you prefer?Shares mutual fund insurance others

7) From where you know about India info line?

News paper TV marketing executives other sources

8) Why do you choose India infoline?

Brokerages services others

9) Which trading platform you have selected?

Intraday delivery

10) In which trading you are interested?

Commodity equity

11) In equity shares, which sector you mostly prefer?

Power auto pharma oil & gas it others

12) Do you face any problem in trading with India infoline?

Yes no

13) If yes, specify

14) Rate your satisfaction level

Very high high average unsatisfied

15) According to you which company provides you the best service?

India infoline Geojit Kotak

16) How long it will take by the company to get your complaints redressed?

Less than 1 week 1-3 weeks 1 month More than1 month

17) How will you rate the service given to you at India Infoline?


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Excellent Good Average Poor


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Table No.4.14

Result due to better service


Chart no: 4.14

Inference:

By analyzing the given table and chart, it can be under stood that 21% of the respondents were suggesting

for frequent interactions, 39% were saying brand loyalty, 29 % were ready to recommend others, 11%

were having other opinions.


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Table 4.15

Opinion about customer grievance handling


Chart no:4.15

Inference:

Given table and chart show the customers opinion about grievance handling of india infoline, 31% of the

respondents were saying that, it is highly efficient, 52% were saying that it is efficient, and only 17% of

the respondents were having an opinion that it is inefficient.


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Table 4.16

Factors affecting service quality


Chart no:4.16

Inference:

By analyzing the table and chart, it can be under stood that factors affecting service quality are, 27% were

saying sales mans behavior, 21% were saying after sales service, 11% were saying adequate branches,41% were saying quick redressal of complaints.


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Table 4.17

Satisfaction level


Chart no:4.17

Inference:

By analyzing the table and chart it can be understood that 11% of the respondents were having very high

satisfaction, 40% of the respondents were having high satisfaction, 36% of respondents were havingaverage satisfaction, and 13% were unsatisfied. Hence , it can be inferred that majority of the respondents

were satisfied with india infoline.


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Table 4.18

Company providing best service


Chart no:4.18

Inference:

By analyzing the table and chart, it can be under stood that 20% of the respondents were having an

opinion that india infoline is providing best service, 32% were saying that Geojith is providing best

service, 16% were saying that kotak were saying that Kavy providing best service and 13% were sayingthat Blue chip is providing best service.


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Table 4.19

Time taken to get complaints redressed


Chart no:4.19

Inference;

By analyzing the given table and chart it can be understood that 70% of the respondent were saying that

india infoline is taking only less then one week for redressing complaint, 22% were saying that it takes 1-

3 week, 7% saying that it takes 1 month, and 1% saying that it takes more than one month to redressing.

FINDINGS, SUGGESTIONS

&

CONCLUSION


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FINDINGS

1. Majority of the respondents are of the age group of 25-40.

2. Out of the total respondents,81% of the respondents were male, and only 19% of

the respondents were female.

3. Majority of the respondents are having degree as their educational qualificationMajority of the respondents is having their occupation as business.

4. Majority of the respondents are having an income within 20000-30000

5. Majority of the respondents are living in rural area.

6. Majority of respondents are preferring insurance as a source investment.

7. Majority of the respondents got information about India Infoline through their

marketing executives.

8. Majority of the respondents chose India Infoline because of the efficient services

rendered by their brokers.

9. Majority of the respondents had chose intraday trading platform

SUGGESTIONS

1. Indian Infoloine should concentrate more on advertising. More concentration

should be given to TV/Radio and newspapers. More professional people should be

engaged in marketing and advertising of Indian Infoline.


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2. Indian Infoline should try to make periodical contact with customers to show

interest and to educate them about various sources of investment and their advantages.

This will create loyalty among the customers.

3. The company should try to increase the number of branches so that it can serve

more customers. In Kerala when compared to investment giants like Karvy, Geojit ,

India Infoline had lesser number of branches.

4. The marketing strategy of the company should be changed according to the

changing situations in the market.

5. Indian Info line should try to develop an efficient cell to make quick redressal of

customer complaints. More over customer queries should be handled at any time. This

will indirectly help to increase the brand image.

dinu project

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