FM - India Infolion -2

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K.K.PAREKH INSTITUTE OF MANAGEMENT STUDIES

A

Project Repot OnCustomer Satisfaction toward Service Provided by

India Infoline Company

At

Amreli Branch Under the Guidance of Mr. Arun Chaubey Branch Manager of

Under the Guidance of Mr. DR. Vishal Patidar

Institution

Submitted to

Gujarat Technological University - Ahmedabad

Prepared By:

Mandali ya H ir en Balvantray & L imbasia Satish VitthalbhaiM.B.A. Sem. II, Seat No - 013895

Seat No - 013973


Dr. Jivraj Mehta Vidhya Vihar Campus Lathi roadAmreli

Ph: (02792) 223509 fax: (02792) 223509

E-mail: [email protected]

Web: kkpimsamreli.com


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DIRECTORS RECOMMENDATION

TO,

The Registrar

Gujarat Technological University

Ahmedabad

Subject: MBA Summer Training Project Report

Respected Sir,

We are recommending the Summer Training Project entitled On Customer

Satisfasction Toward Service Provided by I ndia I nfoline Companyprepared by

Hiren & Satish at India infoline Ltd., Amreli Branch as the partial fulfillment of

the University

requirement for the award of MBA degree of Gujarat Technology University

Ahmedabad.

Date: - Thanking You,

Place: - Amreli Yours Faithfully

Director


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S T U D E N T D E C L A R A T I O N

We the undersigned student Hiren Mandaliya & Satish Limbasia of K. K. Parekh

Institute of Management Studies Amreli M.B.A. II Semester, hereby declare that,

the project on Customer Satisfaction is our own work.

In the partial fulfillment of Master Degree of Business Administration, We had

undergone project work at India Infoline Company under the guidance of Ms.

Arpita Vaghela K. K. Parekh Institute of Management Studies Amreli and

submitted to Gujarat Technological University, Ahmedabad.

This project work is our original work and has not been submitted to any where

earlier.

Date: Signature


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PREFACE

The training process is necessary for the full understanding of management courses as

a student of M.B.A only studying management subject is not enough. We also have

one practical subject of industrial training at any particular place for six week and

have to prepare a report of the same.

During this academic year we have taken training at India Infoline Ltd. gave us a

good experience of practical aspect. The work of preparing report is not possible by

only one parson; it is a result of knowledge and guidance of many persons. This

report covers fully information about Customer Satisfaction at India Infoline Ltd at

Amreli Branch.

In many cases of preparing report we are very thankful to the executive officers and

other members of India Infoline Ltd. who provide us all the information about theBranch.

We also thankful to Mr. Arun Chaubey (Branch Manager) who permitted us for

training at their Branch.


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Acknowledgement

We are very much thankful to our Dean of KKPIMS Mr. DR.Vishal Patidar because

he provides us Opportunity for doing the Summer Internship Programmed and its

only for him We have got the opportunity to know about the real corporate world

with the help of the company India Infoline Ltd., my internal guide Ms. Arpita

Vaghela helped us a lot to prepare our project and We have got all the important

guidelines regarding of our projects from her and our external guide Mr. Arun

Chaubey he has helped us a lot to collect all the information about the company and

he is the only guy who told us that in which area We should go actually for Our field

work and its only because of him We are able to know about market a little bit and

Mr. Jignesh, Mr. Rajiv these two person also helped us during our Training

programmed and they helped us to know about the practical market scenario . We end

this note by taking responsibility solely for any of the mistakes.

Thanking you

Hiren B. Mandaliya

&

Satish V. Limbasia


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EXECUTIVE SUMMARY

The title of the Project done at India Infoline Limited is A study on Customer

satisfaction towards the services provided by India Infoline with special reference to

Amreli office

The main objective of the study was to study the satisfaction level of brokerage, to

understand the satisfaction level of clients with India Infoline regarding tip, to

understand the satisfaction level of clients with India Infoline regarding trade

confirmation, to study the satisfaction level of flexibility provided by India Infoline,

to understand the satisfaction level of clients with India Infoline regarding service

provided by staff, to study the overall satisfaction level.

The type of research was Exploratory Research. The sampling used in this method is

convenience sampling method. The sources of the data for the study were primaryand secondary data. The questionnaire was prepared and administered to collect the

relevant primary data. The data collection method was based on questionnaire,

Telephonic & Personal Interview


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TABLE OF CONTENTS

NO. PARTICULARS PAGE NO.

1. INTRODUCTION12

2. INDUSTRIAL PROFILE14

2.1 History of the Stock Market 18

3. COMPANY PROFILE21

3.1 India Infoline Story of Glory 21

3.2 History of India Infoline 23

3.3 India Infoline Milestones 26

3.4 Competitor Details 32

4. FOURFUNCTION35

4.1 Human Resources Department 36

4.2 Marketing Department 40

4.3 Finance Department 42

4.4 Operation Department 47

5 RESEARCH METHODOLOGY 49

5.1 Meaning Of The Research 49

5.2 Objective Of The Study 50

5.3 Rational Of The Study 51

5.4 Literature Review 52


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5.5 Types of research 54

5.6 Limitation Of The Study 55

5.7 Variable 56

5.8 Method of Data Collection 57

5.9 Data Collection & Interpretation 58

6. FINDINGS & SUGGESTIONS75

7. CONCLUSION77

8. BIBLIOGRAPHY 79

9. APPENDIX81

9.1 Questionnaire 81


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1.INTRODUCTION

Customer satisfaction is a measure of how products and services supplied by a

company can meet the customers expectations.

Customer satisfaction is still one of the single strongest predictors of customer

retention. Its considerably more expensive to attract new customers than it is to keep

old ones happy. In a climate of decreasing brand loyalties, understanding customer

service and measuring customer satisfaction are very crucial.

There is obviously a strong link between customer satisfaction and customer

retention. Customer's perception of Service and Quality of product will determine the

success of the product or service in the market.

With better understanding of customers' perceptions, companies can determine the

actions required to meet the customers' needs. They can identify their own strengths

and weaknesses, where they stand in comparison to their competitors, chart out path

future progress and improvement. Customer satisfaction measurement helps to

promote an increased focus on customer outcomes and stimulate improvements in the

work practices and processes used within the company.

Customer expectations are the customer-defined attributes of your product or service

you must meet or exceed to achieve customer satisfaction.

There are many reasons why customer expectations are likely to change over time.

Process improvements, advent of new technology, changes in customer's priorities,

improved quality of service provided by competitors are just a few examples.


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2.INDUSTRY OVERVIEW

Bombay Stock Exchange is the oldest stock exchange in Asia with a rich heritage,

now spanning three centuries in its 133 years of existence. What is now popularly

known as BSE was established as "The Native Share & Stock Brokers Association"

in 1875.

BSE is the first stock exchange in the country which obtained permanent recognition

(in 1956) from the Government of India under the Securities Contracts (Regulation)Act 1956. BSE's pivotal and pre-eminent role in the development of the Indian

capital market is widely recognized. It migrated from the open outcry system to an

online screen-based order driven trading system in 1995. Earlier an Association Of

Persons (AOP), BSE is now a corporatised and demutualised entity incorporated

under the provisions of the Companies Act, 1956, pursuant to the BSE

(Corporatisation and Demutualisation) Scheme, 2005 notified by the Securities and

Exchange Board of India (SEBI). With demutualisation, BSE has two of world's best

exchanges, Deutsche Brse and Singapore Exchange, as its strategic partners.

Over the past 133 years, BSE has facilitated the growth of the Indian corporate sector

by providing it with an efficient access to resources. There is perhaps no major

corporate in India which has not sourced BSE's services in raising resources from the

capital market. Today, BSE is the world's number 1 exchange in terms of the number

of listed companies and the world's 5th in transaction numbers. The market

capitalization as on December 31, 2007 stood at USD 1.79 trillion . An investor can

choose from more than 4,700 listed companies, which for easy reference, are

classified into A, B, S, T and Z groups.


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The BSE Index, SENSEX, is India's first stock market index that enjoys an iconic

stature, and is tracked worldwide. It is an index of 30 stocks representing 12 major

sectors. The SENSEX is constructed on a 'free-float' methodology, and is sensitive to

market sentiments and market realities. Apart from the SENSEX, BSE offers 21

indices, including 12 sectoral indices. BSE has entered into an index cooperation

agreement with Deutsche Brse. This agreement has made SENSEX and other BSE

indices available to investors in Europe and America. Moreover, Barclays Global

Investors (BGI), the global leader in ETFs through its iShares brand, has created the

'iShares BSE SENSEX India Tracker' which tracks the SENSEX. The ETF enables

investors in Hong Kong to take an exposure to the Indian equity market.

BSE has tied up with U.S. Futures Exchange (USFE) for U.S. dollar-denominated

futures trading of SENSEX in the U.S. The tie-up enables eligible U.S. investors to

directly participate in India's equity markets for the first time, without requiring

American Depository Receipt (ADR) authorization. The first Exchange Traded Fund

(ETF) on SENSEX, called "SPIcE" is listed on BSE. It brings to the investors atrading tool that can be easily used for the purposes of investment, trading, hedging

and arbitrage. SPIcE allows small investors to take a long-term view of the market.

BSE provides an efficient and transparent market for trading in equity, debt

instruments and derivatives. It has a nation-wide reach with a presence in more than

450 cities and towns of India. BSE has always been at par with the international

standards. The systems and processes are designed to safeguard market integrity and

enhance transparency in operations. BSE is the first exchange in India and the second

in the world to obtain an ISO 9001:2000 certification. It is also the first exchange in

the country and second in the world to receive Information Security Management

System Standard BS 7799-2-2002 certification for its BSE On-line Trading System


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(BOLT). BSE continues to innovate. In recent times, it has become the first national

level stock exchange to launch its website in Gujarati and Hindi to reach out to a

larger number of investors. It has successfully launched a reporting platform for

corporate bonds in India christened the ICDM or Indian Corporate Debt Market and a

unique ticker screen aptly named 'BSE Broadcast' which enables information

dissemination to the common man on the street.

In 2006, BSE launched the Directors Database and ICERS (Indian Corporate

Electronic Reporting System) to facilitate information flow and increase transparency

in the Indian capital market. While the Directors Database provides a single-point

access to information on the boards of directors of listed companies, the ICERS

facilitates the corporates in sharing with BSE their corporate announcements.

BSE also has a wide range of services to empower investors and facilitate smooth

transactions.

Investor Services:

The Department of Investor Services redresses grievances of investors. BSE was the

first exchange in the country to provide an amount of Rs.1 million towards the

investor protection fund; it is an amount higher than that of any exchange in the

country. BSE launched a nationwide investor awareness programme- 'Safe Investing

in the Stock Market' under which 264 programmes were held in more than 200 cities.

The BSE On-line Trading (BOLT):

BSE On-line Trading (BOLT) facilitates on-line screen based trading in securities.

BOLT is currently operating in 25,000 Trader Workstations located across over 450

cities in India.


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BSEWEBX.com:

In February 2001, BSE introduced the world's first centralized exchange-based

Internet trading system, BSEWEBX.com. This initiative enables investors anywhere

in the world to trade on the BSE platform.

Surveillance:

BSE's On-Line Surveillance System (BOSS) monitors on a real-time basis the price

movements, volume positions and members' positions and real-time measurement of

default risk, market reconstruction and generation of cross market alerts.

BSE Training Institute:

BTI imparts capital market training and certification, in collaboration with reputed

management institutes and universities. It offers over 40 courses on various aspects of

the capital market and financial sector. More than 20,000 people have attended the

BTI programmes.

Awards:

The World Council of Corporate Governance has awarded the Golden PeacockGlobal CSR Award for BSE's initiatives in Corporate Social Responsibility

(CSR).

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

financial reporting.

The Human Resource Management at BSE has won the Asia - Pacific HRMawards for its efforts in employer branding through talent management at work,

health management at work and excellence in HR through technology


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2.1 HISTORY OF STOCK MARKET

History of stock market trading in the United States can be traced back to over 200

years ago. Historically, the colonial government decided to finance the war by selling

bonds, government notes promising to pay out at profit at a later date. Around the

same time private banks began to raise money by issuing stocks, or shares of the

company to raise their own money. This was a new market, and a new form of

investing money, and a great scheme for the rich to get richer. A little further on the

history timeline, more specifically in 1792, a meeting of twenty four large merchants

resulted into a creation of a market known as the New York Stock Exchange(NYSE).

At the meeting, the merchants agreed to meet daily on Wall Street to daily trade

stocks and bonds.

Further in history, in the mid-1800s, United States was experiencing rapid growth.

Companies needed funds to assist in expansion required to meet the new demand.

Companies also realized that investors would be interested in buying stock, partial

ownership in the company. History has shown that stocks have facilitated the

expansion of the companies and the great potential of the recently founded stock

market was becoming increasingly apparent to both the investors and the companies.

By 1900, millions of dollars worth of stocks were traded on the street market. In

1921, after twenty years of street trading, the stock market moved indoors.

History brought us the Industrial Revolution, which also played a role in changing the

face of the stock market. New form of investing began to emerge when people started

to realize that profits could be made by re-selling the stock to others who saw value in

a company. This was the beginning of the secondary market, known also as the


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speculators market. This market was more volatile than before, because it was now

fueled by highly subjective speculation about the companys future.

This was the pretext for appearance of such stock market giants as NYSE. History

books tell us that the reason the NYSE is so highly regarded among stock markets

was primarily because they only trade in the very large and well-established

companies. It acted as a more stable investment alternative, for people interested in

throwing their capital into the stock market arena. The smaller companies making up

the stock market formed into what eventually became the American Stock Exchange

(AMEX). Contrary to the 80-year old history, today the NYSE, AMEX, NASDAQ

and hundreds of other exchange markets make a significant contribution to the

national and global economy.

The growth in the number of market participants led the government to decide that

more regulation of the stock market was needed to protect those investing in stock.

History was made in 1934, when following the Great Crash, Congress passed the

Securities and Exchange Act. This act formed the Securities and Exchange

Commission (SEC), which, through the rules set out by the act and succeeding

amendments, regulates American stock market trading with the help of the

exchanges. It also includes overseeing the requirements for a company to issue stock

shares to the public and ensures that the company offers relevant information to

potential investors. The SEC also oversees the daily actions of market exchanges and

how they trade the securities offered.

Although historically, investing in stocks was a hobby for the rich, an average

person too soon came to realize the value of the investing in stocks vs. traditional

assets like land or a house.


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3.1 INDIA INFOLINE STORY OF GLORY

Circa 1995. A group of professionals formed a company called Probity Research &

Service Pvt Ltd. The name was later changed to India Infoline Ltd. The Objective

was to provide unbiased and independent information to market intermediaries and

investors. The quality of research soon caught the imagination of all major participant

in the financial market. In a span of 2 to 3 years the client list read like the whos who

of Indian financial market. The list included consulting firms like Mckinsey,

companies like Hindustan Lever ,Banks like Citibank, Rating agencies Like CRISIL,

D&B, FIs, FIIs, foreign brokers as well as leading Indian Brokers, The going was

smooth but not exciting !

One fine morning in early 1999, a colleague had a crazy idea that if the company

made all the research available free on the web, the number of users may well jump

from 250 to 2.5 million ! To make it true, the business required a reincarnation. And

the pre requisite was a death. It meant that the company put up all the information

free on the website and let go of all the revenues and profits. Worse, if the new avatar

failed, there would be no comebacks.

The idea was too compelling to worry about the consequences. Probity took a whole

hearted plunge. The advertisement, alongside, said it all. The new avatar business

model took off. And it took off like a rocket ! All employees, angel investors and well

wishers were ecastatic. Little did they know that the rocket would run out of fuel inmid air. Venture capitalists and private equity investors linedup to sign term sheets

without even looking at the balance sheet. India Infoline raised US$ 1 million in the

first round and completed the second round at the peak of dotcom euphoria

AROUND March 2000 and raised US$ 5 million.


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Circa 2001. The internet bubble started bursting faster than anybody could have

imagined. The dotcom suffix, which was the sexiest tail to any business name,

suddenly became the worst stigma to have. Funding disappeared completely,

regardless of valuation, business model or management depth. The company also had

a crash landing and was forced to jettison a number of plans including one to set up a

TV channel. India Infoline decided to narrow its focus on businesses where it could

leverage its core competencies to the maximum. The key business lines that emerged

were mutual funds, like insurance and E-brocking.

The company became havily dependent on its e broking business for survival. Theodds were against them. There was no money available from the private equity

investors at any valuation. All competitors were backed by institutions or had

abundant capital. The core Promoters of the company had little experience of

broking. To add to it, the market was hit by a scam. They also had their share of price

to pay and lessons to learn. It was difficult to retain people. Although devastating for

morale, but not surprising, most market observers had written them off.

There was a core group who never lost hope. They cut all possible costs and worked

on a bare bones structure. They survived against all odds and started capturing market

share. Not broking alone but mutual funds and life insurance businesses also grew

strongly. The company rose from strength to become the leading corporate agent in

life insurance and among the top retail players in mutual fund and brocking space.


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In the year 2000, India Infoline leveraged its position as a provider of financial

information and analysis by diversifying into transactional services, primarily for

online trading in shares and securities and online as well as offline distribution of

personal financial products, like mutual funds and RBI Bonds. These activities were

carried on by our wholly owned subsidiaries.

India Infoline broking services was launched under the brand name of

5paisa.com through our subsidiary, India Infoline Securities Private Limited and

www.5paisa.com, the e-broking portal, was launched for online trading in July 2000.It combined competitive brokerage rates and research, supported by Internet

technology besides investment advice from an experienced team of research analysts,

India Infoline also offer real time stock quotes, market news and price charts with

multiple tools for technical analysis.

Facilities

India Infolines main offices are located in approximately 4,000 square feet

of office space located in Mumbai, India. India Infoline Branches collectively occupy

an additional 10,000 square feet of office space located throughout India, As on

March 31, 2005, India Infoline has 73 branches across 36 locations in India.

Future plan

Expand the business in various cities of Amreli district. To cover maximum client of Amreli district. To put best efforts for providing maximum return to their client. Became the king of market in Amreli through best services.


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3.3 INDIA INFOLINE MILESTONES

Incorporated on October 18, 1995 as Probity Research & Services. Launched Internet portalwww.indiainfoline.comin May 1999. Commenced distribution of personal financial products like Mutual Funds and

RBI Bonds in April 2000.

Launched online trading in shares and securities branded as www.5paisa.comin july 2000.

Started Life Insurance agency business in December 2000 as a CorporateAgent of ICICI Prudential Life Insurance.

Become a Depositary Participant of NSDL in September 2001. Launched Stock messaging service in May 2003. Acquired Commodities broking License in March 2004. Launched Portfolio management service in Augest 2004. Listed on NSE and BSE on May 17, 2005 Listed Price of India Infoline share was 76 Rs Acquired NBFC License in May 2005. Acquired 75% stake holding in Moneytree Consultency services, which is a

distributor of Mortgage s and other Loan products, in October 2005.

Acquired 100% euity of Marchmont Capital Advisors Pvt Ltd in December2005 through which we have ventured in to Merchant Banking.

DSP Merrill Lynch Capital subscribed to convertible bonds aggregating Rs. 80crores in December 2005.

Bennett Coleman & Co Ltd (BCCL) invested Rs. 20 crores in India Infoline byway of preferential allotment in December 2005.
http://www.indiainfoline.com/http://www.indiainfoline.com/http://www.indiainfoline.com/http://www.5paisa.com/http://www.5paisa.com/http://www.5paisa.com/http://www.indiainfoline.com/


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Became a depositary participant of CDSL in June 2006. Merger of India Infoline Securities Private Limited with India Infoline Limited

in January 2007.

Entered into an alliance with Bank of Baroda for Baroda e-trading in February2007.

CLSA Institutional equities team joined us in 2007. Formed Singapore Subsidiary IIFL (Asia) Pvt Ltd in 2007. Mr. Arun K Purvar joined as independent director in March 2008. Received Best Broker in India award by Finance Asia in June 2008. Received Venture Capital License from SEBI in September 2008. Received in principal approval from SEBI for sponsoring Mutual Fund in

November 2008

Receive Insurance broking license from IRDA in December 2008. Received registration for Housing Finance Company from NHB in February

2009.

Entered into a strategic agreement with Interactive Brokers, LLC (USA) toprovide our clients direct market access to over 80 global exchange in 18

countries in July 2009.


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About India Infoline Ltd.

India Infoline Ltd. is a one stop Investment (financial services) shop, most

respected for quality of its advice, are a one- stop financial services shop, most

respected for quality of its advice, personalized service and cutting-edge technology.

Vision

India Infoline vision is to be the most respected company in the financial

services space.

India Infoline Group

The India Infoline group, comprising the holding company, India Infoline

Limited and its wholly-owned subsidiaries, straddle the entire financial services space

offerings ranging from Equity research, Equities and derivatives trading, Commodities

trading , portfolio Management Services, Mutual Funds, Life Insurance, Fixed deposits,

GoI bonds and other small savings instruments to loan products and investment

banking. India Infoline also owns and manages the websites www.indiainfoline.com

andwww.5paisa.com.

The company has a network of 596 branches spared across 345 cities and

towns. It has more than 500,000 customers.

India Infoline Ltd.

India Infoline Limited is listed on both the leading stock exchanges in India,

viz. the stock Exchange, Mumbai (BSE) and the National Stock Exchange (NSE) and is

also a member of both the exchanges. It is engaged in the businesses of Equities

broking, Wealth Advisory Services and Portfolio Management Services. It offers
http://www.indiainfoline.com/http://www.indiainfoline.com/http://www.5paisa.com/http://www.5paisa.com/http://www.5paisa.com/http://www.5paisa.com/http://www.indiainfoline.com/


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broking services in the Cash and Derivatives segments of the NSE as well as the Cash

segment of the BSE

A SEBI authorized Portfolio Manager; it offers Portfolio Management Services to

clients. These services are offered to clients as different schemes, which are based on

differing investment strategies made to reflect the varied risk-return preferences of

clients.

India Infoline Media and Research Services Limited.

The content services represent a strong support that drives the broking,

commodities, mutual fund and portfolio management services businesses. Revenue

generation is through the sale of content to financial and media houses, Indian as well

as global.

It undertakes equities research which is acknowledged by none other thanForbes as 'Be

st of the Web' and 'a must read for investors in Asia'. India Infoline research is

available not just over the internet but also on international wire services like

Bloomberg.


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India Infoline Commodities Limited.

India Infoline Commodities Pvt Limited is engaged in the business of

commodities broking. Our experience in securities broking empowered us with the

requisite skills and technologies to allow us offer commodities broking as a contra-

cyclical alternative to equities broking. We enjoy memberships with the MCX and

NCDEX, two leading Indian commodities exchanges, and recently acquired

membership of DGCX..

India Infoline Marketing & ServicesIndia Infoline Marketing and Services Limited is the holding company of India

Infoline Insurance Services Limited and India Infoline Insurance Brokers Limited.

(a) India Infoline Insurance Services Limited is a registered Corporate Agent

with the Insurance Regulatory and Development Authority (IRDA). It is the largest

Corporate Agent for ICICI Prudential Life Insurance Co Limited, which is India's

largest private Life Insurance Company.

(b) India Infoline Insurance Brokers Limited India Infoline Insurance Brokers

Limited is a newly formed subsidiary which will carry out the business of Insurance

broking. We have applied to IRDA for the insurance broking licence and the

clearance for the same is awaited.

India Infoline Investment Services Limited

Consolidated shareholdings of all the subsidiary companies engaged in loans

and financing activities under one subsidiary. Recently, Orient Global, a Singapore-

based investment institution invested USD 76.7 million for a 22.5% stake in India

Infoline Investment Services.


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3.4 COMPETITORS DETAILS

Following is the competitors of India Infoline ltd. India Infoline face cut

throught competition ageinst these companies

ANGEL BROKING PVT LTD.

Angel believes in reaching out to the customer at the farthest end rather than by

reaching out to them. The company in its endeavour to give its client the best has

opened up several branches all over Mumbai, which are efficiently integrated with

the Head Office.

Angel Broking Limited is primarily into retail stock broking, with a customer base of

retail investors, which has been increasing at a compounded growth rate of 100%

every year. The company has huge network sub-brokers in India, registered with

SEBI, who act as channel partners for the company.

MARWADI GROUP

Marwadi Group was incorporated in 1992 with the vision of providing superior

standards of executive financial services focusing on professionalism, speed and

ethics to a wider client's spectrum in India and proposed to start its operation in the

subcontinent & overseas.

Marwadi Group strength lies in its team of confident, young, talented, qualified and

experienced professionals to carry out different functions under the able leadership of

its management


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SHAREKHAN LIMITED

Sharekhan Limited offers online security broking and portfolio services to institutions

and large corporate houses as well as individual investors. Sharekhan Limited was

formerly known as SSKI Investor Services Private Limited. The company is based in

Mumbai, India.

KOTAK SECURITIES

Incorporated in 1994, Kotak Securities Limited, the leading stock broking house ofIndia is 100% subsidiary of Kotak Mahindra Bank. Company offering includes stock

broking through the branch and Internet, Investments in IPO, Mutual funds andPortfolio management service. It also offers portfolio management services to highnet worth individuals and corporate customers. Kotak securities also distributes arange of financial products, including company fixed deposits, mutual funds, initial

public offerings, secondary debt, equity, and small savings schemes.

ASHIT C. MEHTA

Asit C. Mehta Investment Interrmediates Ltd provides equity broking and researchbased advisory service to institutional investors like Banks, Insurance, Mutual Funds,Investment Entities of Institutional Investors, Foreign Financial Institutions, etc. Italso provide additional services like Organize visit to company under companyfundamental research coverage Analysis of conference call with major companies.

DANI SECURITIES

The team of Dani Shares & Stocks Pvt. Ltd. is made up of research analysts, financialanalysts, derivative strategists, arbitragers and dealers. Decades of experience have

enabled team members to outperform the market consistently, yielding the bestresults for clients.
http://www.investmentz.com/MutualFund/MutualFundInner.aspx?id=070101http://www.investmentz.com/MutualFund/MutualFundInner.aspx?id=070101


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Dani Securities believe that our strength does not come from physical capacity butfrom an indomitable will to serve, succeed and make its clients prosper. The company

believe failures are only temporary setbacks and that their success comes from thesuccess of their clients.

ICICI DIRECT

ICICI Web Trade Limited (IWTL) maintains www.icicidirect.com (herein

after referred to as the "Website") whereas IWTL is an affiliate of ICICI Bank

Limited and the Website is owned by ICICI Bank Limited. IWTL has launched and

established an online trading service on the Website.

HDFC SECURITY

HDFC security is the subsidiary of HDFC (Housing Development FinancialCorporation). www.hdfcsec.com would have an exclusive discretion to decide thecustomers who would be entitled to its online investing services. www.hdfcsec.comalso reserves the right to decide on the criteria based on which customers would bechosen to participate in these services .The present web site (www.hdfcsec.com)contains features of services that they offer/propose to offer in due course. The launch

of new services is subject to the clearance of the regulators. i.e. SEBI, NSE and BSE.
http://www.sebi.com/http://www.nseindia.com/http://www.bseindia.com/http://www.bseindia.com/http://www.nseindia.com/http://www.sebi.com/


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4.1HUMAN RESOURCES DEPARTMENT

The Human Resources Management (HRM) function includes a variety of activities,

and key among them is deciding what staffing needs you have and whether to use

independent contractors or hire employees to fill these needs, recruiting and training

the best employees, ensuring they are high performers, dealing with performance

issues, and ensuring your personnel and management practices conform to various

regulations. Activities also include managing your approach to employee benefits and

compensation, employee records and personnel policies. Usually small businesses

(for-profit or nonprofit) have to carry out these activities themselves because they

can't yet afford part- or full-time help. However, they should always ensure that

employees have -- and are aware of -- personnel policies which conform to current

regulations. These policies are often in the form of employee manuals, which all

employees have. Note that some people distinguish a difference between HRM (a

major management activity) and HRD (Human Resource Development, a profession).

Those people might include HRM in HRD, explaining that HRD includes the broader

range of activities to develop personnel inside of organizations, e.g., career

development, training, organization development, etc.

The India Infoline Human Resources team has brought out a HR portal that

includes all the details of the firm, which is specially design for the India Infoline

members. It gives details about the development of the organization , organization

structure, an overview of HR polices, the core team members who plays the key role

in upbringing the company, etc the manpower strength in India Infoline is very hugh

employees.


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3Business unit HR :-

Work out the manpower planning & forecasting at the begging of the financial

year

Recruit up to the level of the general manager.

Prepare job profile stating job title, job satisfaction, job responsibility, &

critical competencies.

Human resource planning is a process of the determining and estimating about

the number of people required or are in demand in the origination to carry out the

organizational activities and also to ensure the accurate availability of the personal.

It is a process of the finding right person at right place or job, at right time,

with right qualification, capable of effectively and efficiently completing those tasks

that will help the organization achieve its overall objectives. Human resource

planning translates the organizations objectives and plans into the number of works

needed to meet those objectives, without a clear- cut planning estimation of an

organizations human resource need is reduced to mere guesswork.

The actual process of human resource planning includes:-

Environmental scanning Organizational objectives and policies

HR programming HRP implementation Control and evaluation of programmed.


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4.2 MARKETING DEPARTMENT

INDIA INFOLINE one of the leading financial intermediaries and india's most

popular website for business and investment. Its Website has been rated as 'Best of

the Web' by Forbes, under the Asia Investing category.

Besides providing up-to-date and comprehensive information on business and

industry, It is also a leading investment intermediary for Mutual Funds, Bonds, ICICI

/ IDBI Bonds, Govt. Relief Bonds, Insurance, IPOs and Fixed Deposits in India. India

Infoline is direct brokers/ agents with leading financial institutions like RBI, UTI,

LIC, GIC, ICICI, IDBI and other private mutual fund like HDFC, Alliance,

Prudential ICICI, Templeton, TATA, HSBC, Standard & Chartered, Sun F&C, Birla,

DSP Merrill Lynch, Kotak, IL&FS, Sundaram, Zurich and Reliance.

The company has more than 500 Investor points in all the leading cities across India,with a team of trained and qualified investment advisors and 1500+associates (sub

brokers). Company e-broking web site 5paisa.com, which deals in shares, provides

you fast, secure and easy to use trading facilities combined with a wealth of

outstanding products and features. Thus, we are uniquely placed with both online and

offline presence to maximize customer satisfaction.

India Infoline is a growing organization, which is an ideal place for individuals with

high ambitions. The working atmosphere is highly charged with a young and

energetic team of qualified professionals.


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MARKETING STRATEGY OF INDIA INFOLINE

Market Positioning:Market positioning statements of India Infoline are At India Infoline we give

you single window service and We also ensure your comfort. So, India Infoline

focus on the consumers who prefer almost all investment activities at same place by

providing number of various financial services. At India Infoline a person can

purchase or sell shares, debentures etc. and at the same place also demat it. India

Infoline also provides other investment option to the same person at same place like

Mutual Fund, Insurance, Fixed Deposit, and Bonds etc. and help the person in

designing his portfolio. By this way India Infoline provides comfort to its customers.

Target Market:

India Infoline uses demographic segmentation strategy and segment people

based on their occupation. India Infoline uses selective specialization strategy for

market targeting. Target person for the India Infoline Stock Broking and India

Infoline Investment Service are persons who can work as sub-broker for the

companies. Companies focus on Advisors of Insurance and post office, Tax

consultants and CAs for making sub-broker.

Marketing channel System:India Infoline uses one level marketing channel for

investment product distribution. Sub-brokers work as intermediary between consumerand company. Company has both forward and backward flow of activity through

channel. Company distributes stationery, brokerage, and information forward to its

sub-broker. The sub-brokers send filled forms, queries, amount of investment etc.

back to the company.


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Training Channel Members:

India Infoline provides training to the sub-brokers because they will be viewed

as the company by the investors. The executives of India Infoline explain various new

schemes of investment to the sub-brokers with its objective, risk factors and expected

return. Company also periodically arrange seminar to guide sub-brokers.

Advertising and Promotion:

The objective of advertising of India Infoline is to create awareness about

services of India Infoline among investors and sub-brokers.India Infoline also publishes its weekly Stock Market Newsletter Market Mantra.


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Entails planning for the future of a person or a business enterprise to ensure a positive

cash flow. It includes the administration and maintenance of financial assets. Besides,financial management covers the process of identifying and managing risks.

The primary concern of financial management is the assessment rather than the

techniques of financial quantification.

Financial Manager looks at the available data to judge the performance of enterprises.

Managerial finance is an interdisciplinary approach that borrows from both

managerial accounting and corporate finance.

Some experts refer to financial management as the science ofmoney management.

The primary usage of this term is in the world of financing business activities.

However, financial management is important at all levels of human existence because

every entity needs to look after its finances.

Financial managers aim to boost the levels of resources at their disposal. Besides,they control the functioning on money put in by external investors. Providing

investors with sufficient amount of returns on their investments is one of the goals

that every company tries to achieve. Efficient financial management ensures that this

becomes possible. Strong financial management in the business arena requires

managers to be able to:

Interpret financial reports including income statements, Profits and Loss or P&L,

cash flow statements and balance sheet statements

Improve the allocation of working capital within business operations Review and fine tune financial budgeting, and revenue and cost forecasting
http://www.economywatch.com/finance/financial-management.htmlhttp://www.economywatch.com/finance/financial-management.htmlhttp://www.economywatch.com/finance/financial-management.htmlhttp://www.economywatch.com/finance/financial-management.html


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Look at the funding options for business expansion, including both long andshort term financing.

Review the financial health of the company or business unit using ratioanalyses, such as the gearing ratio, profitper employee and weighted cost of

capital

Understand the various techniques using in project and asset valuations Apply critical financial decision making techniques to assess whether to

proceed with an investment

Apply critical financial decision making techniques to assess whether toproceed with an investment

Understand valuations frameworks for businesses, portfolios and intangibleassets
http://www.economywatch.com/finance/financial-management.htmlhttp://www.economywatch.com/finance/financial-management.htmlhttp://www.economywatch.com/finance/financial-management.htmlhttp://www.economywatch.com/finance/financial-management.htmlhttp://www.economywatch.com/finance/financial-management.htmlhttp://www.economywatch.com/finance/financial-management.htmlhttp://www.economywatch.com/finance/financial-management.html


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4.4 OPERATION DEPARTMENT

Operation Department includes various product of the India Infoline company like:

Equity Account Mutual Funds Life Insurance Portfolio Management Service Commodity Account

The Process of opening Equity Account & Commodity Account are as under.

A person have to pay 555Rs. Cheque in favour of India Infoline Ltd. foropening the account and it is one time payment and Life time services.

Alongwith it, a person have to pay 10000Rs.Cheque as a Margin money. Cash payment is not allowed by company. Following document must required at the time of opening Account.

Pan Card

Address Proof

Bank Statement or Front page of passbook

Cancelled Cheque


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5. RESEARCH METHODOLOGY

Meaning Of The Research

Research is an academic activity and as such the term should be used in a technical

sense. Research is the search for the knowledge. Once can also define research as a

scientific and systematic search for relevant information on a specific topic. In fact,

research is an art of scientific investigation. a careful investigation or inquiry

specially through search for new facts in any branch of knowledge. Is also called

research.

Define and redefine problems, formulating hypothesis or suggested solution;

collecting, organizing and evaluating data; making deductions and reaching

conclusions and at last carefully testing the conclusions to determine whether they fit

the formulating hypothesis.

The manipulating of things, concept or symbols for the purpose of generalizing to

extend. Correct or verify knowledge, whether that knowledge aids in construction of

theory or in the practice of an art.


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5.1 OBJECTIVES

1. To study the satisfaction level of brokerage.

2. To understand the satisfaction level of clients with India Infoline regardingtips.

3. To understand the satisfaction level of clients with India Infoline regardingtrade confirmation.

4. To study the satisfaction level of flexibility provided by India Infoline.

5. To understand the satisfaction level of clients with India Infoline regardingservice provided by staff.

6. To study the overall satisfaction level.


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5.2RATIONAL OF THE STUDY

The purpose of the study is to know the expectations of those customers who trading

in INDIA INFOLINE LTD and the satisfaction levels of customers with the services

provided by the INDIA INFOLINE LTD.

Here the main purpose of the survey is to know the various factors that are very

important in satisfying the customers needs and to know how INDIA INFOLINE

LTD is ensuring its customers satisfaction.

The expectations of customers are vary from one customer to the other customer. It is

very difficult to any business firm to satisfy all the expectations of all customers but

there are some common factors that are essential to fulfill.


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5.3 LITERATURE REVIEW

In this 21st century the digital revolution has transformed the economy in to a

new economy which empowered the customer with new set of capabilities such as;

1.Access to greater amount of information, 2.Wider variety of available good and

services 3.Greater ease of interacting with the service provider.

This new capability in the new economy led the customer to market the

marketing and plays a very vital role in the growth of the market. It is essential in the

service industry in particular, place greater emphasis on the enablers leading to

customer satisfaction and customer retention. It is in this context is very important to

understand the customer requirements to provide value-(QSP - Quality, Service and

Price) and track and manage the customer satisfaction for retention and creation of

new customers.

In Service industry it is not enough if the product meets the functional

requirements of the customer, it should also meet certain other customer

expectations like the behaviors/attitude of the person who provides service. The

customer satisfaction is the combination of both technical features & human

behavioural aspects. The quality management only addresses the systems and

processes; service addresses the customer service independently. In todays new

economy, it is essential to address the enablers for customer satisfaction for business

growth with utmost importance as they are interdependent in nature.


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Customer satisfaction

Customer satisfaction can be represented as follows.

Customer satisfaction=Performance Features + Behavioural Features + Price.

Performance features address the issues on Conformance to the standards and

Variability and the behavioural aspects of service provider deals with the following

components of service which is a major enabler for the growth of the business as

indicated in the research publications.

If customer experience matches customer expectations, leads to customer

satisfaction and if customer experience doesnt match Customer Expectation, leads to

Customer dissatisfaction. On similar lines if it exceeds expectation leads to Customer

Delight.

The title of Article is Does customer satisfaction lead to profitability?

Author(s): Timothy L. Keiningham, Tiffany Perkins-Munn, Lerzan Aksoy.

Publisher: Emerald Group Publishing Limited

PurposeMany researchers have proposed a virtuous chain of effects from improved

customer satisfaction to profits. In particular, satisfaction is thought to improve share-

of-spending, which in turn leads to higher customer revenue and customer

profitability. This paper aims to examine these proposed linkages using data from the

institutional securities industry.


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5.4 TYPE OF RESEARCH

Exploratory Research.

The research design is usually conducted during the initial stage of the research

process. The preliminary activities undertaken to refine the problem into a

researchable one need not be formal or precise. The purpose of the exploratory

research process is to progressively narrow the scope of the research topic and to

transform discovered problems into defined ones, incorporating specific research

objectives.

Sample design

Sampling design The sampling method adopted for research work was

Convenience sampling method.

Sample size - The sample selected was 300.

Sampling UnitProfessionals includes Student, Proffessor, Retirred, Business man

and Others.


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5.5 LIMITATIONS OF THE STUDY

As the data will be collected through questionnaire, there are chances of biased

information provided by the respondent.

Heterogeneity among the respondents.

Inability to respond to the questionnaire due to lack of time.

The study is confined to the existing customers of INDIA INFOLINE LTD

only.


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5.6 VARIABLES OF THE STUDY

Dependent VariableOverall satisfaction

Independent Variable Brokerage, Tips, Trade confirmation, Flexibility, Customer

support, Speed of service, Clarity of information, Time taken to respond to telephone

enquiries, staff treating as a valuable customer.


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5.7 METHOD OF DATA COLLECTION

The sources of the data for the study were primary data and secondary data. The

questionnaire was prepared and administered to collect the relevant primary data as

well as Secondary data. The data collection method was based on Questionnaire and

Telephonic Interview.

Primary Data :Primary data are sought for their proximity to the truth and control over error.Data The Researcher collects to address the specific problem at hand theresearch question.The primary data are those, which are collected afresh and for the first time,

and thus happen to be original in character.

Secondary Data :Secondary Data have at least one level of interpretation inserted between the

event and its recording.The results of the study done by others and for different purposes than one forwhich the data are being reviewed.The secondary data are those, which have already been collected by some oneelse and which have already been passed through the statistical process.


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4.8 DATA ANALYSIS AND INTERPRITATION

1. Relationship between Customer Satisfaction and Brokerage

Here, we can see that maximum number of clients i.e., 186 clients are satisfied with

the service provided by India Infoline regarding brokerage charged, while in the

otherhand only 27 clients are dissatisfied with the brokerage charged.

Highly

Dissatisfied

Dissatisfied Neither

Satisfied Nor

Dissatisfied

Satisfied Highly

Satisfied

0 27 87 186 0


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2. Relationship between Customer Satisfaction and Tips

Here, we can see that maximum number of clients i.e., 113 clients are neither

satisfied nor dissatisfied with the service provided by India Infoline regarding tips

(Intraday, Delivery, Investment), while in the otherhand we can see that 94 clients are

satisfied with the service provided, and 86 clients are dissatisfied with the service

provided.

HighlyDissatisfied

Dissatisfied NeitherSatisfied Nor

Dissatisfied

Satisfied HighlySatisfied

6 87 114 93 0


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3. Relationship between Customer Satisfaction and Trade confirmation.

Here, we can see that maximum number of clients i.e., 61% of the clients are satisfied

with the service provided by India Infoline regarding trade confirmation, while in the

otherhand we can see that 14% of the clients are dissatisfied with the service

provided.

Highly

Dissatisfied


Satisfied Nor

Dissatisfied

Satisfied Highly

Satisfied

0 42 69 183 6


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4. Relationship between Customer Satisfaction and Flexibility.

Here, we can see that maximum number of clients i.e., 52% of the clients aresatisfied with the service provided by India Infoline regarding flexibility, while in theotherhand we can see that 16% of the clients are dissatisfied by the service provided.

Highly

Dissatisfied


Satisfied Nor

Dissatisfied

Satisfied Highly

Satisfied

3 48 90 156 3


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5. Relationship between Customer Satisfaction and Customer support.


with the service provided by India Infoline regarding customer support, while in the


provided.

HighlyDissatisfied


Dissatisfied


9 48 81 159 3


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6. Relationship between Customer Satisfaction and Speed of service.


with the service provided by India Infoline regarding speed of service, while in the


provided.

HighlyDissatisfied


Dissatisfied


12 60 69 153 6


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7. Relationship between Customer Satisfaction and clarity of information.

Here, we can see that maximum number of clients i.e., 125 clients are satisfied withthe service provided by India Infoline regarding clearity of information, while in the

othernhand we can see that 64 clients are dissatisfied with the service provided.

Highly

Dissatisfied


Satisfied Nor

Dissatisfied

Satisfied Highly

Satisfied

9 63 96 126 6


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8. Relationship between Customer Satisfaction and time taken to respond to

telephone enquiries.

Here, we can see that maximum number of clients i.e., 153 clients are satisfied withthe service provided by India Infoline regarding respond to telephone, while in the

otherhand only 49 clients are dissatisfied with the service provided.

Highly

Dissatisfied


Satisfied Nor

Dissatisfied

Satisfied Highly

Satisfied

3 48 90 153 6


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9. Relationship between Customer Satisfaction and staff treating as a

valuable customer.

Here, we can see that maximum number of clients i.e., 162 clients are satisfied with

the service provided by the staff (as a valuable customer) by India Infoline, while in

the otherhand we can see that 46 clients are dissatisfied with the service provided by

the staff people.

Highly

Dissatisfied


Satisfied Nor

Dissatisfied

Satisfied Highly

Satisfied

0 45 90 162 3


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Percentage of clients according to gender group:

Male Female

245 55

Out of the total clients visited i.e., 82% belongs to male category and 18% belongs to

female category.


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Percentage of Clients with different age group:

20-30 31-40 ABOVE 40

117 181 2

Out of the total clients, majority i.e., 73% are professional. Followed by businessman,

which comprises of 21%. 1% are students, 4% belongs to other category (like

housewife, etc), and retired is 0 i.e., nil.

clients visited, and the leftover clients i.e., 1% (the least %) belongs to above 40 yearsage group


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Out of the total clients visited, majority i.e., 60 Out of the total clients, majority i.e.,

73% are professional. Followed by businessman, which comprises of 21%. 1% are

students, 4% belongs to other category (like housewife, etc), and retired is 0 i.e., nil.clients visited, and the leftover clients i.e., 1% (the least %) belongs to above 40 yearsage group% belongs to 31 years to 40 years age group, followed by 20 years to 30 years age

group which comprises of 39% Out of the total clients, majority i.e., 73% are

professional. Followed by businessman, which comprises of 21%. 1% are students,

4% belongs to other category (like housewife, etc), and retired is 0 i.e., nil.

clients visited, and the leftover clients i.e., 1% (the least %) belongs to above 40 yearsage groupof the clients visited, and the leftover clients i.e., 1% (the least %) belongs to above

40 years age group.


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Percentage of Clients with different occupation:

Professional Businessman Retired Student others220 62 0 4 14

Out of the total clients, majority i.e., 73% are professional. Followed by businessman,

which comprises of 21%. 1% are students, 4% belongs to other category (like

housewife, etc), and retired is 0 i.e., nil.


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Percentage of Customer connected to India Infoline as:

Demate a/c holder Commodities a/cholder Mutual fund customer Insurance

300 0 0 0

Here we can see that all the clients visited, (100%) are connected to India Infoline as

a Demat A/c holder, rather than giving any weightage to other financial products (like

Commodities A/C, Mutual fund, Insurance).


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Percentage of Customer connected to India Infoline since:

Less then 6months 6 months - 1Year 1-2 year More then 2 year

26 60 187 27

The maximum number of clients i.e., 62% of the total clients are connected to India

Infoline since 1-2 years, followed by 20% connected since 6 months to 1 year and the

least 9% in more than 2 years as well as less than 6 months.


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Percentage of Customer gathering information/ awareness about trading from

different sources:

TV Newspaper Friend Financial Advisor Others

58 15 43 37 147

Out of the total clients, majority i.e., 49% of clients gather information about trading

from the sources like mail, some web-sites (moneycontrol.com, bloomberg,

dnaindia.com),etc. Followed by 19% which gather information from television,15%

from friends, 12% from financial advisor, and the rest 5% from newspaper.


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Percentage of customer whose Main objectives of investment in Equities and

Mutual funds :

Risk Return Tax Benefit CapitalAppreciation Safety Liquidity Other

0 263 0 18 0 19 0

Maximum customers invest in Equities and Mutual funds for getting a good return,

which is obvious from the chart shown above.Here, we can see that mojority of the

clients visited i.e., 88% invest in equities for good return.6% for liquidity and rest 6%

for capital appreciation.


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Number of clients giving more weightage to the tips coming from:

Relationshipmanager TV

India Infoline TTAdvance tips Others

66 49 152 33

Out of the total number of clients visited, maximum i.e., 51% give more weightage

to the tips coming from India Infoline TT Advance tips. 22% of the client goes with

the tips coming from Relationship Manager, 16% goes with the tips coming from

television, and rest 11% goes with the tips coming from some other sources.


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6. FINDINGS & SUGGESTIONS

As the margin money of company is slightly high compare to otherCompanies, The Company have to maintain their Margin money.

Company have to improve their communication and give full servicesthroughout market time when relationship manager moves out of the

organization.

The Demat Account opening form covers the 86 Signature of the Client and itsvery more compare to other firms, so try to reduce Signature in the form.

The Company should maintain their Brockerage charges. The Most Client are satisfied with the Trade Confirmation, so continuously

provide this level service. The Company should improve their service in Speed of service, Clarity of

information & Telephone Inquiry.


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7. CONCLUSION

The company should come up with innovative ways of service at their doorsteps this may be a costly affair but will surely give positive results in the long

run.

The company should take the initiative of training the Relationship Managerabout the trading from time to time which also makes the Relationship

Manager connected to the company.

The company should focus on the advertising strategy and also the marketingof the product.


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8. BIBLIOGRAPHY

Referred Books:

Book Name - Marketing ManagementAuthor Name - Philip kotler

Publisher - Dorling Kindersley (India) Pvt. Ltd.

13th

Edition

Book Name - Business research methodologyAuthor Name - By C.R.Kothari

Publisher - Vikas publication housing Pvt.Ltd.

3nd

Edition

Websites:

http://WWW.INDIAINFOLINE.COM

http://WWW.5PAISA.COM

http://WWW.MONEYCONTROL.COM

http://WWW.CAPITALINE.COM

http://WWW.SHAREKHAN LTD.COM

http://WWW.ANGELBROKING.COM
http://www.indiainfoline.com/http://www.indiainfoline.com/http://www.moneycontrol.com/http://www.capitaline.com/http://www.indiabulls.com/http://www.indiabulls.com/http://www.capitaline.com/http://www.moneycontrol.com/http://www.indiainfoline.com/


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http://WWW.ICICIDIRECT.COM

http://WWW.HDFCSECURITY.COM

http://WWW.DANISECURITY.COM

http://WWW.MARWADISHARESLTD.COM
http://www.icicidirect.com/


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9. APPENDIX

QUESTIONNAIRE

Name:_______________________________________________________

Mobile No.___________________

1. Gender:Male

Female

2. Age:a). Below 20

b). 21- 30

c). 31- 40

d). More then 50

3. Occupation:a). Businessman

b). Studentc). Professional

d). Retired Persone). Others (Please Specify)_________


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4. I am connected to India Infoline since:a).Less than 6 Monthsb). 6 months1 Yearc). 12 yeard). More than 2 year

5. I am gathering information/ awareness about trading from:a). T.V

b). Newspaperc) Friendsd). Financial Advisore) Others (Please specify) ______

6. Main objectives of investment in Equities and Mutual funds are:a). Riskb). Returnc). Tax benefitd). Capital Appreciatione). Safetyf). Liquidityg). Others (please specify)________

7. I give more weightage to tips coming from: (in %)a). Relationship manager _______

b). T.V ________c). India Infoline TT Advance tips ________d) Others (please specify) _______


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8. Satisfaction level with India Infoline.

Particulars HighlyDissatisfie

d

Dissatisfied

NeitherSatisfied

NorDissatisfie

d

Satisfied

HighlySatisfied

Brokerage

Tips(Intraday,Delivery,Investment)TradeConfirmation

Flexibility(Fundtransfer)5paisa.com

Customer Support

Speed of Service /

Product DeliveredClarity ofinformation oradvice provided

Time taken torespond totelephoneenquiries

Staff treating you

FM - India Infolion -2

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