CONTENTS

S.NO Particulars Page No.

1 Introduction

2 Company Profile

3 Research Objectives

4 Review Of Literature

5 Research Methodology

6 Data Analysis & Interpretation

7 Findings

8 Suggestions

9 Limitation Of the Study

10 Conclusion

11 Bibliography

12 Annexure
INTRODUCTION

Origin of stock broking in India

The origin of stock broking in India goes back to a time, when shares,

debentures and bonds representing title to property were first issued on the

condition of transfer from one person to another. The earliest record of dealings in

securities in India is the East India Company’s loan securities.

The advent of the companies Act 1850 and subsequent introduction of the principle

of limited liability, made investments in stocks and shares popular.

Though stock broking was practiced in Calcutta as early as 1836, the members of

the broking profession had neither any code of conduct for their guidance, nor any

permanent place for congregation.

The stock brokers obviously, significant role in the stock market. Stock broker

means a member of a recognized stock exchange who deals in securities. Until

1988, stock exchanges were more or less self-regulatory organizations. Their

regulations covered the entire gamut of operations of stockbrokers. However, they

had not been discharging their self-regulatory role well, resulting into malpractices

in trading, settlement and transfer of securities. Ever since the Securities and

Exchange Board of India (SEBI) assumed the monitoring function of brokers,

stock broking is emerging as a professional service in tune with the requirements

of mature and sophisticated stock exchanges in the country, replacing its traditional

closed character as inherited family business.

To act as a broker, certificate of registration from the SEBI is mandatory. It is

empowered to impose conditions while granting the certificate that as a member of

a stock exchange he has to abide its rules, regulations and bye-laws, pay the

prescribed fee and take adequate steps for the redressal of investors’ grievances

within one month of the receipt of the complaint and keep the SEBI informed

about the number, nature and other particular of such complaints.

DEPOSITORY PARTICIPANT
A Depository Participant (DP) is described as an agent of the depository.

They are the intermediaries between the depository and the investors. The

relationship between the DPs and the depository is governed by an agreement

made between the two under the Depositories Act. In a strictly legal sense, a DP is

an entity who is registered as such with SEBI under the provisions of the SEBI

Act. As per the provisions of this Act, a DP can offer depository-related services

only after obtaining a certificate of registration from SEBI.

SEBI (D&P) Regulations, 1996 prescribe a minimum net worth of Rs. 50

lakh for stockbrokers, R&T agents and non-banking finance companies (NBFC),

for granting them a certificate of registration to act as DPs. If a stockbroker seeks

to act as a DP in more than one depository, he should comply with the specified net

worth criterion separately for each such depository. No minimum net worth

criterion has been prescribed for other categories of DPs. However, depositories

can fix a higher net worth criterion for their DPs. NSDL requires a minimum net

worth of Rs. 100 lakh to be eligible to become a DP as against Rs. 50 lakh

prescribed by SEBI (D&P) Regulations.

ACTING AS A PRINCIPAL

Stockbrokers also sometimes or exclusively trade on their own behalf, as a

principal, speculating that a share or other financial instrument will increase or

decline in price. In such cases the term broker makes little sense and the

individuals or firms trading in principal capacity sometimes call themselves

dealers, stock traders or simply traders. A stock broker is just the main part of

being a City Trader. Other types of City Trading include working in the Foreign

Exchange.

STOCK BROKER

Investor requires a Stock Broker to buy and sell shares in stock exchanges

(BSE, NSE etc.). Stock Broker is registered member of stock exchange. A stock

broker can register to one or more stock exchanges.

Only stock brokers can directly buy and sell shares in Stock Market. An investor

must contact a stock broker to trade stocks. Broker charge commissions

(brokerages) for their service. Brokerage is usually a percent of total amount of

trade and varies from broker to broker.

• A stock broker is a person or a firm that trades on its client’s behalf, the

customer tells the broker what they want to invest in and they will issue the

buy or sell order. Some stock brokers also give out financial advice.

It wasn’t too long ago and investing was very expensive because the customer had

to go through a full service broker which would give them advice on what to do
and would charge them a hefty fee for it. Now there are a plethora of discount

stock brokers.

STOCK BROKING SERVICES

A transaction on a stock exchange must be made between two members of

the exchange — an ordinary person may not walk into the Bombay Stock

Exchange (for example), and ask to trade stock. Such an exchange must be done

through a broker.

There are three types of stock broking service.

• Execution-only, which means that the broker will only carry out the client's

instructions to buy or sell.

• Advisory dealing, where the broker advises the client on which shares to

buy and sell, but leaves the final decision to the investor.

• Discretionary dealing, where the stockbroker ascertains the client's

investment objectives and then makes all dealing decisions on the client's

behalf.

In addition to actually trading stocks for their clients, stock brokers may also offer

advice to their clients on which stocks, mutual funds, etc. to buy.

VARIOUS STOCK BROKING COMPANIES IN INDIA

1. ICICIDirect

2. ShareKhan
 3. India bulls

4. 5Paisa

5. Motilal Oswal Securities

6. HDFC Securities

7. Reliance Money

8. IDBIPaisaBuilder

9. Religare

10.Geojit

COMPANY PROFILE:

SHAREKHAN LTD

Share khan Ltd. Is one of the leading retail stock broking house of SSKI

Group which is running successfully since 1922 in the country. It is the retail

broking arm of the Mumbai-based SSKI Group, which has over eight decades of

experience in the stock broking business. Share khan offers its customers a wide

range of equity related services including trade execution on BSE, NSE,

Derivatives, depository services, online trading, investment advice etc. The

firm’s online trading and investment site - www.sharekhan.com – was

launched on Feb 8, 2000. The site gives access to superior content and

transaction facility to retail customers across the country. Known for its jargon-

free, investor friendly language and high quality research, the site has a registered

base of over one lakh customers. The content-rich and research oriented portal has

stood out among its contemporaries because of its steadfast dedication to offering

customers best-of-breed technology and superior market information. The

objective has been to let customers make informed decisions and to simplify

the process of investing in stocks.

On April 17, 2002 Share khan launched Speed Trade, a net-based

executable application that emulates the broker terminals along with host of other

information relevant to the Day Traders. This was for the first time that a net

based trading station of this caliber was offered to the traders. In the last six

months Speed Trade has become a de facto standard for the Day Trading

community over the net.

Share khan’s ground network includes over 331 centers in 137 cities in India

which provide a host of trading related services.

PROFILE OF THE COMPANY:

Name of the Company : Sharekhan ltd.

Year of Establishment : 1925

Headquarter : ShareKhan SSKI

 A-206 Phoenix House

Phoenix Mills Compound

Lower Parel

Mumbai - Maharashtra, INDIA- 400013

Nature of Business : Service Provider

Service : Depository Services, Online Services and Technical

research.

Number of Employees : Over 3500

Website : www.sharekhan.com

Slogan : Your Guide to The Financial Jungle.

ACHIEVEMENTS OF SHAREKHAN:

Awarded ‘Top Domestic Brokerage House’ four times by Euro money and Asia

money.

Pioneers of online trading in India amongst the top 3 online trading websites from

India. Most preferred financial destination amongst online broking customers.

Winners of “Best Financial Website” award.

India’s most preferred brokers within 5 years. “Awaaz customers Award 2005”.
Future Plans:
1. 2, 00,000 plus retail customers being serviced through centralized call

centers/ web solutions.

2. Branches / Semi branches servicing affluent / aggressive traders through

high skill financial advisor.

3. 250 independent investment managers/ franchisee servicing 50,000 highly

valued clients.

4. New initiatives Portfolio management Services and commodities trading.

Vision
“To empower the investor with quality advice and superior service to help

him take better investment decisions. We believe that our growth depends on client

satisfaction.”

Mission
➢ To provide the best customer service and product innovation tuned to

diverse needs of client

➢ Continuous up-gradation with changing technology.

➢ Respond to progressive globalization and achieving international

standard.
 ➢ Efficiency and effectiveness built on ethical practices.

Share khan is in fact:

Among the top 3 branded retail service provider.

No 1 player in online business.

Largest network of branded broking outlets in the country more than 7, 00,000

clients.

WORK STRUCTURE OF SHAREKHAN

Sharekhan has always believed in investing in technology to build its

business. The company has used some of the best-known names in the IT industry,

like Sun Microsystems, Oracle, Microsoft, Cambridge Technologies, Nexgenix,

Vignette, Verisign Financial Technologies India Ltd, Spider Software Pvt Ltd. to

build its trading engine and content. The Citi Venture holds a majority stake in the

company. HSBC, Intel & Carlyle are the other investors. On April 17, 2002

Sharekhan launched Speed Trade and Trade Tiger, are net-based executable

application that emulates the broker terminals along with host of other information

relevant to the Day Traders. This was for the first time that a net-based trading

station of this caliber was offered to the traders. In the last six months Speed Trade

has become a de facto standard for the Day Trading community over the net.

Sharekhan’s ground network includes over 700+ Share shops in 130+ cities in
India. The firm’s online trading and investment site - www.sharekhan.com - was

launched on Feb 8, 2000. The site gives access to superior content and transaction

facility to retail customers across the country. Known for its jargon-free, investor

friendly language and high quality research, the site has a registered base of over 3

Lacs customers. The number of trading members currently stands at over 7 Lacs.

While online trading currently accounts for just over 5 per cent of the daily trading

in stocks in India, Sharekhan alone accounts for 27 per cent of the volumes traded

online. The Corporate Finance section has a list of very prestigious clients and has

many ‘firsts’ to its credit, in terms of the size of deal, sector tapped etc. The group

has placed over US$ 5 billion in private equity deals. Some of the clients include

BPL Cellular Holding, Gujarat Pipavav, Essar, Hutchison, Planetasia, and

Shopper’s Stop.

Finally, Sharekhan shifted hands and Citi venture get holds on it.

PRODUCTS OFFERED BY SHAREKHAN

1. Equity Trading Platform (Online/Offline).

2. Commodities Trading Platform (Online/Offline).

3. Portfolio Management Service.

4. Mutual Fund Advisory and Distribution.

5. Insurance Distribution.

REASON TO CHOOSE SHAREKHAN LIMITED:

Experience:
 SSKI has more than eight decades of trust and credibility in the Indian

stock market. In the Asia Money broker's poll held recently, SSKI won the 'India's

Best Broking House for 2004 award. Ever since it launched Sharekhan as its

retail broking division in February 2000, it has been providing institutional level

research and broking services to individual investors.

Technology:

With its online trading account one can buy and sell shares in an instant

from any PC with an internet connection. One can get access to its powerful online

trading tools that will help him take complete control over his investment in shares.

Accessibility:

Sharekhan provides ADVICE, EDUCATION, TOOLS AND

EXECUTION services for investors. These services are accessible through its

centers across the country over the internet (through the website

www.sharekhan.com) as well as over the Voice Tool.

Knowledge:

In a business where the right information at the right time can translate into

direct profits, one can get access to a wide range of information on Sharekhan

limited’s content-rich portal. One can also get a useful set of knowledge-based

tools that will empower him to take informed decisions.

Convenience:

One can call its Dial-N-Trade number to get investment advice and execute

his transactions. Sharekhan ltd. has a dedicated call-centre to provide this service

via a Toll Free Number 1800-22-7500 & 1800-22-7050 from anywhere in India.

Customer Service:

Sharekhan limited’s customer service team will assist one for any help that

one may require relating to transactions, billing, demat and other queries. Its

customer service can be contacted via a toll-free number, email or live

chat on www.sharekhan.com.

Investment Advice:

Sharekhan has dedicated research teams of more than 30 people for

fundamental and technical researches. Its analysts constantly track the pulse of the

market and provide timely investment advice to its clients in the form of daily

research emails, online chat, printed reports and SMS on their mobile phone.

Sharekhan is leading India-based financial services group, part of Citi

Financial Ltd that offers Institutional Equities and Investment Banking services.

Sharekhan deals online trading with products like equities, derivatives, mutual

funds and portfolio management. Sharekhan’s online trading and investment site

www.sharekhan.com was launched in 2000. Sharekhan’s ground network includes

over Sharekhan has over 679 branches in 234 cities and about six lakh trading
members. Sharekhan has won the prestigious Consumer Vote Awards 2005 for the

Most Preferred Stock Broking Brand in India, in the Investment Advisors

category.

Name of the company was changed from SSKI Investor Services Private Limited

to Sharekhan Private Limited on 4th October 2005.

Sharekhan has won the prestigious Awaaz Consumer Vote Awards 2005 for the

Most Preferred Stock Broking Brand in India, in the Investment Advisors

category.

Sharekhan Limited was promoted by Mr. Shripal S. Morakhia and Mr. Shreyas S

Morakhia. It was established in 1999-2000. It is currently amongst India's largest

broking house. It is a member of the Stock Exchange, Mumbai. It is a depository

participant of the National Securities Depository Limited and Central Depository

Services (India) Limited. Its business includes stock broking, depository services,

portfolio management and derivatives.

The Company's core specialty lies in its retail distribution with a large network of

branches and sub-brokers/ authorized persons. Its strength lies in its investment

research capabilities. Its research division has several analysts continuously

monitoring global, national and regional political, economic and social situations

so as to assess their impact on the economy in general, the sectors and companies

they research which helps them in offering quality research and advice to clients.

Presently Citigroup is holding 75% and IDFC 12% of the paid up equity capital

of the Company and the Employees own the rest i.e. 13%.
FEATURES OF SHAREKHAN LTD:

• Multiple exchanges on a single screen

• Intra-day calls and flash news

• Historical charts with technical tools

• Streaming quotes

• 24x7 web enabled back – office

• Auto pay-in of shares

• Online transfer of funds

E-broking facility is one such effort, which gives you access to state-of-the-art

trading platform with multiple exchanges, order and trade confirmations, research

reports, e-contracts and a 24x7 on-line web enabled centralized back-office system

at the click of a button.

Portfolio Management Services:

Sharekhan offers discretionary PMS to investors in order to assist them in

managing their funds amidst continuous changing market dynamics and increase

complexities of investing. Investing in equity, markets require in-depth knowledge

and thorough analysis coupled with clear understanding of domestic and

international economies. Investors need the services of an expert to manage their

funds and deliver good returns in diverse market conditions. Continuous wealth

creation with an emphasis on capital preservation in today’s complex markets. In

order to systematically diversify the holdings of clients across varied sectors and

with an intention to give them handsome returns.

Mutual Fund Distribution & Advisory:

To enable clients to diversify their investments in their direction, Sharekhan Ltd

has added another product in its range with mutual funds:

➢ Customized investments solutions based individual financial goals aligned

with your risk appetite

➢ Access to in-depth research & proper selection from diversified funds based

on your preferred criteria

➢ Customized reports at desired frequency

➢ Ratings and rankings of all MF from our in-house expert analysts

➢ Current and historical performance of different funds enabling comparisons

➢ News and alerts for concern Portfolio and performance tracking with watch

lists

➢ Online MF applications/ online order status tracking/ online updating of unit

holdings at latest NAV/ online dividend payout & reinvestment facility.

Brokerage:

Some stock trading companies charge direct percentage while others charge

a fixed amount per Rs100. Sharekhan charges 0.5% for delivery trading and 0.1%

for intraday or one could say Sharekhan charges 50 paisa per Rs 100.
To sum up, Sharekhan brings to the customer, a user- friendly online trading

facility, coupled with a wealth of content that will help them stalk the right shares.

Sharekhan's equity related services include trade execution on BSE, NSE,

Derivatives, commodities, depository services, online trading and investment

advice. Trading is available in BSE and NSE. Along with Sharekhan.com website,

ShareKhan has around 679 offices (share shops) in 234 cities around the country.

Benefits:

1. Free Depository A/c

2. Instant Cash Transfer

3. Multiple Bank Option.

4. Secure Order by Voice Tool Dial-n-Trade.

5. Automated Portfolio to keep track of the value of your actual purchases.

6. 24x7 Voice Tool access to your trading account.

7. Personalized Price and Account Alerts delivered instantly to your Mobile

Phone & E-mail address.

8. Live Chat facility with Relationship Manager on Yahoo Messenger

9. Special Personal Inbox for order and trade confirmations.

10.On-line Customer Service via Web Chat.

11.Enjoy Automated Portfolio.

12.Buy or sell even single share

13.Anytime Ordering.
PRODUCTS OF SHAREKHAN

1. ShareKhan Classic account:

Allow investor to buy and sell stocks online along with the following features

like multiple watch lists, Integrated Banking, demat and digital contracts, Real-

time portfolio tracking with price alerts and Instant credit & transfer.

a. Online trading account for investing in Equities and Derivatives

b. Free trading through Phone (Dial-n-Trade)

 Two dedicated numbers for placing your orders with your cell phone

or landline.

 Automatic funds transfer with phone banking (for Citibank and

HDFC bank customers)

 Simple and Secure Interactive Voice Response based system for

authentication

 get the trusted, professional advice of our tele brokers

 After hours order placement facility between 8.00 am and 9.30 am

a. Integration of: Online trading + Bank + Demat account

b. Instant cash transfer facility against purchase & sale of shares

c. IPO investments

d. Instant order and trade confirmations by e-mail

e. Single screen interface for cash and derivatives

2. ShareKhan Speed Trade account:

This accounts for active traders who trade frequently during the day's

trading session. Following are few popular features of Speed Trade account.

f. Single screen interface for cash and derivatives

g. Real-time streaming quotes with Instant order Execution & Confirmation

h. Hot keys similar to a traditional broker terminal

i. Alerts and reminders

j. Back-up facility to place trades on Direct Phone lines

Advantages of Sharekhan:

1. Online trading is very user friendly and one doesn't need any software to

access.

2. They provide good quality of services like daily SMS alerts, mail alerts,

stock recommendations etc.

3. Sharekhan has ability to transfer funds from most banks. Unlike ICICI

Direct, HDFC Sec, etc., so investor not really needs to open an account with

a particular bank as it can establish link with most modern banks.

4. Sharekhan has provided every customer with software called “TRADE

TIGER”, which enables the user to know various things about the market

such as market depth, the live market screen need not be refreshed,

comparative charts are available for every share etc.

 5. One another feature of the trade tiger is the visibility of the commodity

market along with the share market.

6. All accounts in share khan will be opened within three working days, once

the customer duly completed the registration procedure.

Disadvantages of Sharekhan:

1. They charge minimum brokerage of 10 paisa per stock would not let you

trade stocks below Rs.20.

2. Classic account holders cannot trade commodities.

3. The number of branches should increase to cast a wider net.

RESEARCH OBJECTIVES:

PRIMARY OBJECTIVE

 To study the overall satisfaction level of the customers with particular

reference to Share khan services.

 To identify various ways to improve the customer satisfaction level at Share

khan.

SECONDARY OBJECTIVE

 To identify the customer awareness of products of share khan ltd.

 To identify the need of the customers.

 To give suggestions to company in order to improve the satisfaction.

REVIEW OF LITERATURE

According to SEBI, Professional Rating of market intermediaries, as a

concept, is a matter of debate and discussions. The need for rating is felt not only

from the point of view of greater disclosure requirements for investor’s interests,

considering the important role such intermediaries play, being an interface between

investors and exchanges but also from the point of view of measuring the adequacy

of systems and controls to meet internal as well as external compliance

requirements.

So that need for Intermediaries Rating services (Brokers), In view of the

developments that are taking place in the capital markets, the need to constantly

upgrade and improve systems and procedures in operation as well as skill sets has

gained considerable importance. Besides compliance with regulatory requirements

both in letter and spirit has assumed significance so as to mitigate risk and ensure

adequate protection of investors’ interest.

And Rating objectives / benefits are rated entity would be in a position to

brand its image and capitalize the same for generating more business. In a nutshell,

the product may accrue significant benefits to all stakeholders including the

investors, stock brokers themselves, the regulator and others who will benefit from

the transparency and the consequential focus on efficiency. According to SEBI and

Intermediaries Regulation and Supervision Department, different factors are

consider for rating process Organization structure, Policy on Investors interest,

Risk Management Policy and System, Organization process and procedures,

Management policy on compliance, Financials, History/Background, Firm’s

positioning. According to Michal Parness, Founder & CEO Investors don’t Make

Money in the Stock Market.

One reason the institutions make so much money is that they are trading. They

make money every time you buy or sell. They make money whether you win or

lose. That means that when you’re investing, you’re basically just sitting there.

You’re not going anywhere. You’re not making money as an investor.

Trading the Trend: The Only Way to Make Money in the Market If you

don’t know this already, “Trend Trading” means trading trends based on human

emotions. Not lagging indicators. Not complex statistical analysis and not Ph.D.

level mathematical equations. With trend trading, you look for market movement.

That could mean stocks that are going to move up or down during the course of a

day (intraday). You’ll play the gaps up and down, often several days a week. The

“Trend trading” means being aware and taking advantage of trends like the run-ups

that happen around earning sessions. These are trends that have worked time and

time again in the market. They consistently yield results.

BACKGROUND OF STOCK EXCHANGE IN INDIA

The emergence of stock market can be traced back to 1830. In Bombay,

business passed in the shares of banks like the commercial bank, the chartered

mercantile bank,

The chartered bank, the oriental bank and the old bank of Bombay and shares of

cotton presses. In Calcutta, Englishman reported the quotations of 4%, 5%, and 6%

loans of East India Company as well as the shares of the bank of Bengal in 1836.

This list was a further broadened in 1839 when the Calcutta newspaper printed the

quotations of banks like union bank and Agra bank. It also quoted the prices of

business ventures like the Bengal bonded warehouse, the Docking Company and

the storm tug company.

14 Between 1840 and 1850, only half a dozen brokers existed for the limited

business. But during the share mania of 1860-65, the number of brokers increased

considerably. By 1860, the number of brokers was about 60 and during the exciting

period of the American Civil war, their number increased to about 200 to 250. The

end of American Civil war brought disillusionment and many failures and the

brokers decreased in number and prosperity. It was in those troublesome times

between 1868 and 1875 that brokers organized an informal association and finally

as recited in the Indenture constituting the “Articles of Association of the

Exchange”. On or about 9th day of July,1875, a few native brokers doing

brokerage business in shares and stocks resolved upon forming in Bombay an

association for protecting the character, status and interest of native share and stock
brokers and providing a hall or building for the use of the members of such

association.

As a meeting held in the broker’ Hall on the 5th day of February, 1887, it was

solved to execute a formal deal of association and to constitute the first managing

committee and to appoint the first trustees. Accordingly, the Articles of

Association of the Exchange and the Stock Exchange was formally established in

Bombay on 3rd day of December, 1887. The Association is now known as “The

Stock Exchange”. The entrance fee for new member was Re.1 and there were 318

members on the list, when the exchange was constituted. The numbers of members

increased to 333 in 1896, 362 in 1916and 478 in 1920 and the entrance fee was

raised to Rs.5 in 1877, Rs.1000 in 1896, Rs.2500 in 1916 and Rs. 48,000 in 1920.

At present there are 23 recognized stock exchanges with about 6000 stock

brokers. Organization structure of stock exchange varies. 14 stock exchanges are

organized as public limited companies, 6 as companies limited by guarantee and 3

are non-profit voluntary organization. Of the total of 23, only 9 stock exchanges

have been permanent recognition. Others have to seek recognition on annual basis.

These exchange do not work of its own, rather, these are run by some persons and

with the help of some persons and institution. All these are down as functionaries

on stock exchange. These are

1. Stockbrokers

2. Sub-broker

3. Market makers
4. Portfolio consultants etc.

1. Stockbrokers

Stock brokers are the members of stock exchanges. These are the persons who buy,

sell or deal in securities. A certificate of registration from SEBI is mandatory to act

as a broker. SEBI can impose certain conditions while granting the certificate of

registrations. It is obligatory for the person to abide by the rules, regulations and

the buy-law. Stock brokers are commission broker, floor broker, arbitrageur etc.

2. Sub-Broker

A sub-broker acts as agent of stock broker. He is not a member of a stock

exchange. He assists the investors in buying, selling or dealing in securities through

stockbroker. The broker and sub-broker should enter into an agreement in which

obligations of both should be specified. Sub-broker must be registered SEBI for a

dealing in securities. For getting registered with SEBI, he must fulfill certain rules

and regulation.

3. Market Makers

Market maker is a designated specialist in the specified securities. They make both

bid and offer at the same time. A market maker has to abide by bye-laws, rules

regulations of the concerned stock exchange. He is exempt from the margin

requirements.
As per the listing requirements, a company where the paid-up capital is Rs. 3

crores but not more than Rs. 5 crores and having a commercial operation for less

than 2 years should appoint a market maker at the time of issue of securities.

4. Portfolio consultants

A combination of securities such as stocks, bonds and money market instruments is

collectively called as portfolio. Whereas the portfolio consultants are the persons,

firms or companies who advise, direct or undertake the management or

administration of securities or funds on behalf of their clients. Partial fulfillment

for degree of M.B.A. programmed, we received the opportunity from Sharekhan

Ltd. for our summer training project report. It is basically a stock brokering

company which deals in security and derivative market, Commodity market,

mutual funds and Insurance etc.

Account opening:

Opening a DP account with Sharekhan

One can open a Depository Participant (DP) account, either through a Sharekhan

branch or through a Sharekhan Franchisee center.

There is no fee for opening DP accounts with Sharekhan. However a nominal

deposit (refundable) is charged towards services which will be adjusted against all

future billings.

All investors have to submit their proof of identity and proof of address along with

the prescribed account opening form.

List of Documents required opening an account with Sharekhan:

1. Proof of Identity

You can submit a photo copy of any of the following

 Voter ID

 Passport

 PAN Card

 MAPIN UID Card

 Driving License

 Photo I card issued by Employer registered under MAPIN

 Ration Card

 Telephone Bill

 Electricity Bill

 Leave-License

 Bank Passbook

 Latest Bank Statement

 Insurance Policy

 Flat Maintenance Bill

1. A copy of cancelled cheque

2. Nominee photograph, if filled

3. Signed Photograph of all holders

BROKERAGE STRUCTURE OF SHAREKHAN

BROKERAGE:

SCHEMES INTRADAY DELIVERY

CASH- EQUITIES 0.05% 0.5%

F&O 0.05% ----

PREPAID SCHEME 0.025% 0.25%

Sharekhan has tie up with the following banks:

• HDFC

• Axis Bank

• IDBI

• Citi Bank

• IndusInd Bank

• Union Bank

• ICICI

• Oriental Bank of Commerce

MINIMUM INVESTMENT IN MUTUAL FUND:

INVESTMENT MINIMUM AMOUNT

 Mutual Fund (Any Company) 5000
Systematic Investment Plan (Any 500
Company)
RESEARCH METHODOLOGY

Research methodology is way to solve the research problem systematically.

Research, in common terms refers to a search for knowledge. Research

methodology consists of different steps that are generally adopted by a researcher

to study the research problem along with the logic behind them.

RESEARCH DESIGN:

➢ Research design is the plan, structure and strategy of investigation

conceived so as to obtain answers to research question.

➢ Descriptive research design was chosen for the present study.

DATA SOURCES:

The study is mainly based on the data collection from primary as well as

secondary sources.

Primary data: Data collected for specific purposes in the form of questionnaire

Secondary data: Data existing in the form of Books, Internet Catalogues etc.

SAMPLING DESIGN:

Definition of population: All the customers of share khan.

Sampling procedure: A non probability sampling technique is adopted.

Sampling size: A sample of 50 customers was selected from the target population

for the study.

RESEARCH METHODOLOGY:

Research design : Descriptive in nature.

Data source : Data collected from primary and secondary sources.

Primary data : Primary data is collected from the respondent

through these structured questionnaires.

SAMPLING DESIGN:

Sample size : 50

Sampling procedure : Convenience sampling

Statistical tool : Percentage method, mean, chi-square test.

STATISTICAL TOOLS:

For the purpose of analysis, Mean and percentage methods are used for the

calculation and the result was interpreted. This test was used to minimize the error

of the data collected. Graphs were used to represent the data for the better and

accurate interpretation of the result.

STATISTICAL TOOLS USED:

Sample tools are used for analyze purpose, they are follows:

1. Percentage analysis

2. Chi-square test.

PERCENTAGE ANALYSIS:

Percentage refers to a special kind of ratio in making comparison between

two or more data and to describe relationships between the data. Percentage can

also be used to compare the relative terms, the distribution of two or more series of

data.

Percentage= no of respondent/ total respondent∗100

CHI-SQUARE TEST ANALYSIS:

Chi-square test is used to find whether two or more attributes are

associated. In order to test the association of the attributes, null hypothesis and the

alternate hypothesis are taken.

Null hypothesis (HO) states: the two attributes are independent of

each other. Alternet hypothesis (HI) states: the two attributes are dependent on

each other.
 TABLE NO.01

TABLE SHOWING THE AGE OF THE RESPONDENTS

IN SHAREKHAN LTD

Age No. of Respondents Percentage

20-30 Years 12 24

31-40 Years 18 36

41-50 years 13 26

50 and Above 7 14

Total 50 100

INFERANCE:

It is inferred from the above table that 24% of the respondents are in
the age group of 20-30 years, and 36% of the respondents are from 31-40 years,
and only 14% of the respondents are 50 and above.
 CHART NO.01

CHART SHOWING THE AGE OF CUSTOMERS

IN SHAREKHAN LTD
 TABLE NO.02
TABLE SHOWING THE GENDER OF THE CUSTOMERS

Sex No. of Respondents Percentage

Male 35 70

Female 15 30

Total 50 100

INFERENCE:

It is inferred from the above table that 70% of the respondents are
Male and 30% of the respondents are Female.
 CHART NO.02

CHART SHOWING THE GENDER OF THE CUSTOMERS

 TABLE NO.03

TABLE SHOWING THE OCCUPATION OF THE CUSTOMERS

Occupation No. of Respondents Percentage

Business 12 24

Public Sector 8 16

Private Sector 25 50

Other 5 10

Total 50 100

INFERENCE:

From the above table it is inferred that 24% of the respondents are
doing Business and 16% are from public sector and 50% of the respondents are
from private sector and only 10% are other than that.
 CHART NO.03

CHART SHOWING THE OCCUPATION OF THE CUSTOMERS

 TABLE NO.04

TABLE SHOWING THE INCOME OF THE CUSTOMERS FROM

INVESTMENT IN SHAREKHAN LTD

Income from No. of Respondents Percentage

Investment

Less than 1 Lakh 10 20

1 Lakh to 5 Lakhs 20 40

5 Lakhs to 10 Lakhs 12 24

Above 10 Lakhs 8 16

Total 50 100

INFERENCE:

The Above table shows that 40% of the respondents are earning
income of 1 Lakh to 5 Lakhs and 16% of the respondents are earning above 10
Lakhs.
 CHART NO.4

CHART SHOWING THE INCOME OF THE CUSTOMERS FROM

INVESTMENT IN SHAREKHAN LTD
 TABLE NO.05

TABLE SHOWING HOW CUSTOMERS CAME TO KNOW ABOUT

SHAREKHAN

Options No. of Respondents Percentage

Advertisement 7 14

Internet 25 50

Friends 10 20

Words of Mouth 8 16

Total 50 100

INFERENCE:

It is inferred from the above table that 50% of the respondents are
getting information from Internet and 20% of the respondents are getting
information from Friends and 16% of the respondents through Words of Mouth.
 CHART NO.05

CHART SHOWING HOW CUSTOMERS CAME TO KNOW ABOUT

SHAREKHAN
 TABLE NO.6

TABLE SHOWING THE CUSTOMERS USAGE OF SHAREKHAN

PRODUCTS

Options No. of Respondents Percentage

Less than 3 Years 23 46

3-6 Years 18 36

More than 6 Years 9 18

Total 50 100

INFERENCE:

The above table shows that 46% of the respondents are using the
Sharekhan products for Less than 3 years and 18% of the respondents are using
More than 6 years.
 CHART NO.06

CHART SHOWING THE CUSTOMER USAGE OF SHAREKHAN

PRODUCTS
 TABLE NO.07

TABLE SHOWING THE CUSTOMER AWARENESS OF SHAREKHAN

PRODUCTS

Options No. of Respondents Percentage

Yes 42 84

No 8 16

Total 50 100

INFERENCE:

It is inferred that 84% of the respondents are aware of the products of

Sharekhan and 16% of the respondents are not aware of it.
 CHART NO.07

CHART SHOWING THE CUSTOMER AWARENESS OF SHAREKHAN

PRODUCTS
 TABLE NO.08

TABLE SHOWING THE FEATURES OF SHAREKHAN THAT

DIFFERS FROM OTHER COMPETITORS

Response No. of Respondents Percentage

Time Management 5 10

Better Service 10 20

Easy Accessibility 5 10

Customers Satisfaction 5 10

All the above 25 50

Total 50 100

INFERENCE:

From the above table it is obvious that 20% of the respondents say
Better Service is the main feature of Sharekhan and 50% of the respondents say
Time Management, Better Service, Easy Accessibility, and Customer
Satisfaction are the important features of Sharekhan Ltd.
 CHART NO.08

CHART SHOWING THE FEATURES OF SHAREKHAN THAT

DIFFERS FROM OTHER COMPETITORS
 TABLE NO.09

TABLE SHOWING THE MAXIMUM RISK THAT THE CUSTOMERS

ARE READY TO TAKE

Response No. of Respondents Percentage

Up to 10% 20 40

23% 15 30

50% 10 20

Above 50% 5 10

Total 50 100

INFERENCE:

The above table shows that 40% of the respondents are afford to take
Up to 10% and only 10% of the respondents are afford to take Above 50%.
 CHART NO.09

CHART SHOWING THE MAXIMUM RISK THAT THE CUSTOMERS

ARE READY TO TAKE
 TABLE NO.10

TABLE SHOWING THE SATISFACTION LEVEL OF CUSTOMERS

FOR THE SERVICE PROVIDED BY SHAREKHAN

Satisfaction Level No. of Respondents Percentage

Highly Satisfied 15 30

Satisfied 12 24

Neither Satisfied nor 10 20

Dissatisfied

Highly Dissatisfied 6 12

Unsatisfied 7 14

Total 50 100

INFERENCE:

It is inferred that 30% of the respondents are Highly Satisfied for the
service provided by Sharekhan & 12% of the respondents are Highly
Dissatisfied for the service provided to them.
 CHART NO.10

CHART SHOWING THE SATISFACTION LEVEL OF CUSTOMERS

FOR THE SERVICE PROVIDED BY SHAREKHAN
 TABLE NO.11

TABLE SHOWING THE CUSTOMERS AWARENESS OF

BROKERAGE PERCENTAGE IN SHAREKHAN LTD

Options No. of Respondents Percentage

Yes 40 80

No 10 20

Total 50 100

INFERENCE:

The above table shows that 80% of the respondents are Aware of the
brokerage percentage and 20% of them are not aware of it.
 CHART NO.11

CHART SHOWING THE CUSTOMERS AWARENESS OF

BROKERAGE PERCENTAGE IN SHAREKHAN LTD
 TABLE NO.12

TABLE SHOWING HOW THE CUSTOMERS FEEL ABOUT THE

BROKERAGE RATE CHARGED BY SHAREKHAN

Brokerage Rate No. of Respondents Percentage

Very High 7 14

High 8 16

Moderate 12 24

Low 11 22

Very Low 12 24

Total 50 100

INFERENCE:

The above table shows that 14% of the respondents feel about the
brokerage rate is Very High and 24% of the respondents feel the brokerage rate
is Very Low.
 CHART NO.12

CHART SHOWING HOW THE CUSTOMERS FEEL ABOUT THE

BROKERAGE RATE CHARGED BY SHAREKHAN
 TABLE NO.13

TABLE SHOWING THE CUSTOMERS GENERAL IMPRESSION

ABOUT SHAREKHAN

Response No. of Respondents Percentage

It offers High quality 35 70

and Reliable service

It offers to be Average 10 20
service and
Dependability

It offers to be Low 5 10
service and Reliability

Total 50 100

INFERENCE:

It is inferred from the above table that 70% of the respondents say the
Company offers High Quality and Reliable service and 10% of the respondents
say it offers to be Low service and Reliability.
 CHART NO.13

CHART SHOWING THE CUSTOMERS GENERAL IMPRESSION

ABOUT SHAREKHAN
 TABLE NO.14

TABLE SHOWING ON WHAT BASIS CUSTOMER TREDE IN

SHAREKHAN

Response No. of Respondents Percentage

Market Tips 20 40

News Paper 8 16

Friends & Relatives 10 20

Technical / 7 14
Fundamental Analysis

Others 5 10

Total 50 100

INFERENCE:

From the above table it is obvious that 40% of the respondents are
ready to trade on the basis of Market Tips and 14% of respondents are doing
trade on the basis of Technical / Fundamental Analysis and only 10% of the
respondents are doing trade by getting from other sources.
 CHART NO.14

CHART SHOWING ON WHAT BASIS CUSTOMER TREDE IN

SHAREKHAN
 TABLE NO.15

TABLE SHOWING THE CUSTOMERS SATISFACTION LEVEL OF

NEWLY OPENED BRANCHES NEAR THEIR PLACES

Response No. of Respondents Percentage

Yes 38 76

No 12 24

Total 50 100

INFERENCE:

From the above table it is obvious that 76% of the respondents are
comfortable with the newly opened branches and 24% of the respondents are
not comfortable with the newly opened branches.
 CHART NO.15

CHART SHOWING THE CUSTOMERS SATISFACTION LEVEL OF

NEWLY OPENED BRANCHES NEAR THEIR PLACES
 TABLE NO.16

TABLE SHOWING WHETHER THE CUSTOMERS ARE SATISFIED

WITH THE SOFTWARE PROVIDED BY SHAREKHAN

Response No. of Respondents Percentage

Yes 45 90

No 5 10

Total 50 100

INFERENCE:

The above table shows that 90% of the respondents are satisfied with
the software provided by Sharekhan and only 10% are not satisfied with the
software.
 CHART NO.16

CHART SHOWING WHETHER THE CUSTOMERS ARE SATISFIED

WITH THE SOFTWARE PROVIDED BY SHAREKHAN
 TABLE NO.17

TABLE SHOWING THE CUSTOMERS AWARENESS OF SOFTWARE

PROVIDED BY SHAREKHAN

Response No. of Respondents Percentage

Classic 10 20

Fast Trade 8 16

New Fast Trade 6 12

Trade Tiger 26 52

Total 50 100

INFERENCE:

It is inferred from the above table that 52% of the respondents are
aware of Trade Tiger software and 12% of the respondents are aware of New
Fast Trade provided by Sharekhan Ltd.
 CHART NO.18

CHART SHOWING THE CUSTOMERS AWARENESS OF SOFTWARE

PROVIDED BY SHAREKHAN
 TABLE NO.18

TABLE SHOWING THE CUSTOMERS AWARENESS OF PREPAID

PLANS PROVIDED BY SHAREKHAN

Response No. of Respondents Percentage

Yes 42 84

No 8 16

Total 50 100

INFERENCE:

The above table shows that 84% of the respondents are Aware of the
prepaid plans provided by Sharekhan and only 16% are aware of it.
 CHART NO.18

CHART SHOWING THE CUSTOMERS AWARENESS OF PREPAID

PLANS PROVIDED BY SHAREKHAN
 TABLE NO.19

TABLE SHOWING THE PREPAID PALNS KNOWN TO CUSTOMERS

PROVIDED BY SHAREKHAN

Prepaid No. of Respondents Percentage

750 Prepaid 20 40

1000 Prepaid 12 24

2000 Prepaid 10 20

6000 Prepaid 8 16

Total 50 100

INFERENCE:

From the above table it is inferred that 40%of the respondents are
using 750 prepaid plan and 16% of the respondents are using 6000 prepaid plan.
 CHART NO.19

CHART SHOWING THE PREPAID PALNS KNOWN TO CUSTOMERS

PROVIDED BY SHAREKHAN
 TABLE NO.20

TABLE SHOWING THE MARKET OPPORTUNITIES FOR

SHAREKHAN IN FUTURE

Market Opportunities No. of Respondents Percentage

Excellent 23 46

Good 14 28

Better 8 16

Worst 5 10

Total 50 100

INFERENCE:

The above table shows that 46% of the respondents say Sharekhan has
excellent market opportunity in future and 10% of the respondents say
Sharekhan Company may be worst in future.
 CHART NO.20

CHART SHOWING THE MARKET OPPORTUNITIES FOR

SHAREKHAN IN FUTURE
FINDINGS:

 Nearly 75% of the respondents are Male.

 Invariably in all groups most of the respondents were doing trading rather

than speculation or investing.

 51% of customers said that sharekhan offers high quality service.

 72% of the people have seen their advertisement through online only.

 Sharekhan mainly concentrates on demat account opening.

 88% of people are fully satisfied with software provided by sharekhan.

 According to the quality of service given by sharekhan only 15% of people

are not satisfied with sharekhan.

 According to the survey sharekhan is very friendly, co-operative and also

very reliable with their customers and more systematic in nature.

 83% of the customers are fully aware of the sharekhan’s products and

services.

 Commodity market is less preferred by the investors.

SUGGESTIONS:

➢ Sharekhan may give their advertisement through media like Television,

Radio, and Newspaper etc., to attract middle class people

➢ They may also concentrate on other products like Commodity, Mutual

funds, PMS, IPO than demat.

➢ Trade tiger software is one of the major advantages of sharekhan so it may

be made more users friendly.

➢ Punctual and efficient level is low in sharekhan so they may have to

improve on these two areas.

➢ Proper communication system is also lacking so they have to take necessary

steps to manage the communication system.

➢ Commitment should be equalized for every person.

➢ It should provide the facility of free demonstrations for all.

➢ Improvement in the opening of De-mat & contract notice procedure is

required.

➢ There should be a limited number of clients under the relationship manger.

So that he can handle new as well as old customer properly.

➢ Some promotional activities are required for the awareness of the customer.

➢ People at young age should be encouraged to invest in stock market.

➢ Seminars should be held for providing information to prospective and

present customers.
LIMITATION OF THE STUDY:

 Limitation on time
Since the project was for only about one month the researcher

could not focus on many aspects as to getting Questionnaire from other units

of groups.

 Limitation on Sampling
The result obtained from the responses fit to this particular unit

alone and cannot be extended or fit to the universe.

 Limitation on Place
The study is mainly limited to the customers in Chennai.
CONCLUSION:

As per the findings, the clients are satisfied with many aspects like secured

Online trading with Sharekhan, Brokerage charges, Overall services of Sharekhan

and quality of Online trading product are good. The satisfaction level regarding

product and services varies from one another. Even though the clients are satisfied,

the company must upgrade its product and services in order to convert the

satisfaction level to delight one.

The researcher have noticed that some of the clients conveyed that they are

not getting much proper response after opening account, so Sharekhan should take

necessary steps to reduce the grievances of the client.

The overall study also shows that the clients are aware with the present

products and services of sharekhan. Their satisfactory level is also very good.

Innovation and reliability make sharekhan as a leading brokerage company in

India.
 BIBLIOGRAPHY

BOOKS:

 C.R. Kothari, Research Methodology methods and Techniques, New Age

International Publishers,

 Philip Kotler, Kevin Lane, Marketing Management, PHI 13th Edition,2008.

 Ramaswamy and Namakumari, Marketing Management, Macmillan

Publishers, 4th Edition, 2009.

WEBSITES:

www.sharekhan.com

www.sharemarketbasics.com
 ANNEXURE

1. Name: __________________

2. Age:
(a) 20-30 (b) 31-40 (c) 41-50 (d) 50 and Above

3. Gender:
(a) Male (b) Female

4. Occupation:
(a) Business (b) Public Sector (c) Private Sector (d) others

5. Income from Investment per Annum:

(a) Less than 1 lakh (b) 1 Lakh to 5 Lakhs
(c) 5 Lakhs to 10 Lakhs (d) Above 10 lakhs
6. How you come to know about share khan?
(a) Advertisement (b) Internet (c) Friends (d) Word of mouth

7. How long you are using Sharekhan products?

(a) Less than 3 years (b) 3-6 years (c) More than 6 years

8. Are you aware of the products offered by Sharekhan?

(a) Yes (b) No

9. Which of the following share khan products are you aware of?
1. Mutual Funds
2. Commodity
3. Demat
4. NFO
5. IPO
6. PMS

10. By what feature Sharekhan differ from competitors?

(a) Time Management (b) Better Service (c) Easy Accessibility
(d) Customer Satisfaction (e) All the above
11. What is the maximum risk that you are ready to take?
(a) Up to 10% (b) 23% (c) 50% (d) above 50%

12. How do you feel about the services provided by Share khan?
(a) Highly Satisfied (b) Satisfied (c) Neither Satisfied nor dissatisfied
(d) Highly Dissatisfied (e) Unsatisfied

13. Are you aware of brokerage percentage given by share khan?

(a) Yes (b) No

14. How do you feel about the brokerage rate charged by Share khan?
(a) Very High (b) High (c) Moderate
(d) Low (e) Very Low

15. What are your general impressions of share khan?

1. It offers high quality and reliable service
2. It offers to be average service and dependability
3. It offers to be low service and reliability
16. On what basis do you trade?
(a) Market tips (b) Newspaper (c) Friends & Relatives
(c) Technical/fundamental analysis (d) Others.
17. Are you comfortable with the newly opened Sharekhan branches near your
places?
(a) Yes (b) No
18. If Yes, because of
(a) Easy accessibility (b) Better Service (c) Product Range (d) Others

19. Are you satisfied with software provided by share khan?

(a) Yes (b) No

20. Which of the share khan software’s are you aware of?

1. Classic
2. Fast trade
3. New fast trade
4. Trade tiger
 21. Are you aware of prepaid plans of share khan?
(a) Yes (b) No

22. If yes please specify

(a) 750 prepaid (b) 1000 prepaid (c) 2000 prepaid (d) 6000 prepaid

23. What will be the market opportunities for Sharekhan in future?

(a) Excellent (b) Good (c) Better (d) Worse

24. What four (4) words from the following list would you use to describe
Sharekhan?
1. Friendly
2. Sincere
3. Reliable
4. Innovative
5. Intelligent
6. Co-operative
7. Organized
8. Systematic
9. Practical
10. Effective
11. Efficient
12. Punctual.

25. Suggestions for future development.

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