PROJECT REPORT

ON
CUSTOMER SATISFACTION IN ONLINE TRADING (With Special reference to Indianinfoline Limited, Bhubaneswar)

Submitted to Bput for partial fulfillment of the requirement for the award of the degree of Master in Business Administration SUBMITTED BY Venketeswar choudhury, MBA 3rd Semester, REGD NO-1006286069 UNDER THE GUIDANCE OF MR. SWADHIN SAHOO SALES MANAGER, INDIAINFOLINE LTD,BBSR MR P.K SAHOO ASST. PROFESSOR DEPT.OF FINACE

SRUSTI ACEADEMY MANAGEMENT

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(Affiliated to BPUT, University)PATIA, BHUBANESWAR

CERTIFICATE BY THE HEAD OF THE DEPARTMENT Mr. P.K HAOO Department, Finance.

This is to certify that MR.VENKETESWAR CHOUDHURY a bonafide student of Master in Business Adminstration(M.B.A) has completed the project entitled Dirict marketing with customer satisfaction surveya (with reference to indiainfolineLtd. . This project has been submitted as a partial fulfillment of the requirement for the Master in Business Adminstration Examination, 2010. To the best of my knowledge no work with such caption and content has been submitted to any other University or institution for the award of any degree.

Date:Place: (MR. P.K. SAHOO)

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CERTIFICATE BY THE GUIDE Mr. P.K SHAOO Faculty Member,Finance.

This is to certify that MR Venketeswar choudhury, a bonafide student of Master in Business Adminstration has completed the project entitled Direct marketing Customer Satisfaction survey (with reference to indiainfoline Ltd., Bhubaneswar). This project has been submitted as a partial fulfillment of the requirement for the MBA Examination, 2010.

Date:Place: (MR. P.K SAHOO)

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ACKNOWLEDGEMENT

The joy of creativity! Probably thats why I am drawn to give my best in preparation of this project book. Though the cover of the book bears only my name, it reflects the collective wisdom of numerous people and websites to whom I met or gone through. They developed zeal in me to learn, to grow, to inspire and also to perspire. I put on record the unflinching support of Mr. AISH KU.PRADHAN, Secretary which has sustained me all through. I place my sincere and profound thanks to DR.G.K SHARMA, Principal and Mr. N.S NANDA, Head of the Department, P.G. Department of Finance and Management, SAM for their kind guidance, meticulous care and concern in enabling me to study the numerous aspects. I gratefully acknowledge my guide, Mr. P.K SAHOO, Faculty Member(AST.PRO), Department of finance and Management, SAM for his advice, supervision, and crucial contribution, which made him a backbone of this research and so to this project. His involvement with his originality has triggered and nourished my intellectual maturity that I will benefit from, for a long time to come. I am grateful in every possible way and hope to keep up our collaboration in the future. My sincere thanks also goes to Mr. SWADHIN
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SAHOO(SALES

Manager),Indiainfoline limited. Bhubaneswar for offering me the

summer internship opportunities in their groups and leading me working on diverse exciting projects. I would like to thanks Miss Manani pradhan & priynka patnyak Non-teaching staff members of the institute for their kind help without which it was impossible to travel a long distance and their direct or indirect interactions between us will enchant and inspire me for a long time. (Mr venketeswar chouhury) ROLL NO. 1006286069

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CHAPTER 1 INTRODUCTION

1.1 INTRODUCTION Directly satisfaction to customer personal marketing based

investment activity that involves no direct involvement of the broker. There are many leading cutomer satisfaction portals in India along with the Directly convince to customer platforms of the biggest stock houses like the National stock exchange and the Bombay stock exchange. The total portion of online share trading India has been found to have grown from just 4 per cent of the total turnover in 2008-09 to 20 per cent in 2010-11. The investor has to register with an online trading portal and get into an agreement with the firm to trade in different securities following the terms and conditions listed down on the agreement. The order processing is done in correct timings as the servers of the online trading portal are connected to the stock exchanges and designated banks all round the clock. They can also get updates on the trading and check the current status of their orders either through e-mail or through the interface. Brokerages also provide research content on their websites,

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such that the clients can take their own decisions on stocks before investing. The major financial products and services of the Online trading in India are like equities, mutual funds, life insurance, general insurance, loans, share trading, commodities trading, portfolio management and financial planning. In spite of many private stock houses at present involved in online trading in India, the NSE and BSE are among the largest exchanges. They handle huge daily trading volumes, supporting large amounts of data traffic, and possessing a countrywide network. The automated online systems used for trading by the national stock exchange and the Bombay stock exchange are the NIBIS or NSEs Internet Based Information System and NEAT for the national stock exchange and the BSE Online Trading system or BOLT for the Bombay stock exchange. 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. Customers perception of service and quality of product will determine the success of the product or services in the market.
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With better understanding of customers perceptions, companies can determine the actions required to meet the customers needs. They can identify their own strength and weaknesses, where they stand in comparison to there competitors, chart out path future progress and improvement. Customers satisfaction measurement helps to promote an increased focus on customer outcomes and stimulate improvement s 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 customers expectations are likely to change over time. Process improvement s, advent of new technology , changes in customers priorities, improved quality of services provided by competitors are just a few examples. There is growing competition between broking firms in post reform India. For investor it is always difficult to decide which broking firm to choose. Research was carried out to find which brokerage house people prefer and to figure out what people prefer while investing in stock market. This research aims is to analysis stock broker on the basis of their services, products, growth and their subsidiaries. Because stock brokers are one of the main participants in stock exchanges world wide, they often act as an agent for there clients, making trades on their behalf. They also act as advisors, providing suggestion to their clients on what
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stocks to buy and sell. They have always providing the latest services to there clients for fulfillment of the customer satisfaction.

1.2 PURPOSE OF THE STUDY The main purpose of the study is to know the expectation of the customers and the satisfaction levels of investors with the services provided by indiainfoline Limited. In the present competitive environment it is very crucial to every business firm to ensure satisfaction to its customer s. according to one survey it was found that it costs five time more to attract a new customer than to retain an existing customer. So with all these parameters taking into consideration one can say that it is very important to provide goods and services that satisfy customers needs or wants irrespective of the industry or scale of the business in which a firm is operating. 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 indiainfoline Limited is insuring its customer satisfaction. The expectations of customers are very from one customer to the other customer. For example: - some customers are only concerned about the returns that they are getting in a fund but at the same time there are
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some other customers who are very

specific about the location, and some other

ambiance and front line employees interaction

parameters. 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.

1.3 OBJECTIVES OF THE STUDY To know the various services provided by the indiainfoline Limited. To have a comparison between indiainfoline Limited and other broking firms. To study the satisfaction levels of customers in indiainfoline Limited How IIFL is best service providers as a stock broker in the region. To know about the awareness towards stock brokers and share market. To study about the effectiveness and efficiency of IIFL in relation to its competitors. To study about whether people are satisfied with IIFL and management system or not.

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 To study about the difficulties faced by persons while trading in IIFL. 1.4 RESEARCH DESIGN The design of the project report is a random sampling. 1.5 RESEARCH METHODOLOGY This is a Descriptive research for which there is a comparison with in the different stock brokers in relation to customer satisfaction towards the best service provider.

1.6 SOURCES OF DATA The present research study is based on two kinds of data, primary and secondary data. The primary data was collected through observation and well prepared questionnaires and the secondary data was collected from various journals like business today, India today, business standard, and the annual report of the company. It helps to understand the topic clearly. 1.7 DATA ANALYSIS AND TECHNIQUES These data are analyzed manually. The sampling technique is stratified random sampling. A sample design is a definite plan for obtaining a sample from a given population. It refers to the technique or the procedure the researcher would adopt in selecting item for the
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sample. Generally sample design is two types i.e.:- sampling units and size of sample. 1.8 SAMPLING UNITS Sampling unit may be a geographical one, such as state, district, village etc. the researcher will have to decide one or more of such units that he has to select for his study. In my research study Bhubaneswar city as a sampling unit. 1.9 SIZE OF SAMPLE This is refers to the number of items to be selected from the universe to constitute a sample. In my research the sample size is 40. 1.10 LIMITATIONS OF THE STUDY Size of the research may not be substantial. There may be biasness in information by market participants. Complete data was not available due to company privacy and secrecy. Lack of time as 1 month and 2 weeks is not sufficient to make a study on a topic like customer satisfaction towards the service provided by the broking house.

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1.11 CHAPTERISATION

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CHAPTER 2 COMPANY PROFILE

2.1 COMPANY PROFILE INDIAINFOLINE Limited is a leading full service investment bank founded in 1995 offering a wide range of financial services and wealth management solutions to institutions, corporations, highnet worth individuals and families. The firm has rapidly expanded its footprint to over2500 locations across India with international presence in Singapore Exchange (SGX) & Sri Lanka(Colombo stock exchange) . Founded by Mr. NIRMAIL JAIN (CEO) and Mr. R.VENKATARAMA(Manageing director) of this group. , the group today employs over 18000 professionals throughout India and its international offices. The firms philosophy is entirely client centric, with a clear focus on providing long term value addition to clients, while maintaining the highest standards of excellence, ethics and professionalism. The entire firm activities are divided across distinct client groups: Individuals, Private Clients, corporate and Institutions. indiainfoline has been named The Best broking firm house awarded in India. The firm has emerged a winner across all key segments in indias largest survey of high net worth individuals in India.
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2.2 BOARD OF DIRECTORS TABLE NO. 2.1 TABLE TITLE MANAGEMENT OF THE ORGANISATION SL. NO. 1 2 3 4 5 6 7 NAME Mr. Nirmal jain Mr. R.venkataramana Mr. Kranti sinha Mr. Arun kumar parver Dr. Nitas vikamasy Mr. C. D. Arha Mr. Ajit Bhushan DESIGNATION Chairman Managing Director Ind-Managing Director Ind-Director Ind-Director Director Director

SOURCE:- www.indiainfoline.com 2.3 DEPARTMENTS OF INDIAINFOLINE LIMITED The following are different departments of indiainfoline Limited 1. Private Wealth Management Client Testimony We have been ranked for the 1st c broking from house onsecutive year as the #1 holding company? Overall BY OUR CLIENTS in an international Poll (2010& 2011) conducted by the IIFL magazine. We
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believe that this is testimony to the faith and trust that our clients have in our advisory and us. Client-centric Ethos

Our belief is that there is a spark in every person that distinguishes him as an individual, and defines his aspirations and goals. A Wealth Management solution for every individual is therefore unique. You deserve a customized solution for managing your wealth that is specific to your needs and not a generic template based offering.

Strong Research Capabilities Our Advisory process is rooted in the strength of our research team, giving us expertise across various asset classes. Our Economic Research team has been ranked among the top 20 in Asia by Institutional Investor and is one among the only 2 teams from India to feature in this list.
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PRODUCT AND SERVICES PROVIDED Products Equities I Bonds I Mutual Funds I Derivatives Managed Investment Services / PMS Commodities FX Trading Welth Management Asset Management Investment Banking Insurance Fixed Diposit Lones Gol Bonds Offshore other small Investments

Services 1. Creation of a customized financial strategy 2. Diversification of assets based on a formal process of asset allocation
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3. Active tracking, monitoring and review of portfolios 4. Creation of private trusts 5. Tax planning 6. Estate planning 7. Structuring of family wealth Team Member

Mr. Nirmal Jain Chairman , Infoline Ltd. India

MR.Nirmal Jain is the founder and Chairman of India Infoline Ltd. He is a PGDM (Post Graduate Diploma in Management) from IIM (Indian Institute of Management) Ahmedabad, a Chartered Accountant and a rank-holder Cost Accountant. His professional track record is equally outstanding. He started his career in 1989 with Hindustan Lever Limited, the Indian arm of Unilever. During his stint with Hindustan Lever, he handled a variety of responsibilities, including export and trading in agro-commodities. He contributed immensely towards the rapid and profitable growth of Hindustan Levers commodity export business, which was then the nations as
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well as the Companys top priority. He founded Probity Research and Services Pvt. Ltd. (later rechristened India Infoline) in 1995; perhaps the first independent equity research Company in India. His work set new standards for equity research in India

Mr. R. Venkataraman Managing Director , India Infoline Ltd Mr. R Venkataraman, Co-Promoter and Executive Director of India Infoline Ltd, is a B.Tech (electronics and electrical communications engineering, IIT Kharagpur) and an MBA (IIM Bangalore). He joined the India Infoline Board in July 1999. He previously held senior managerial positions in ICICI Limited, including ICICI Securities Limited, their investment banking joint venture with J P Morgan of US, BZW and Taib Capital Corporation Limited. He was also the Assistant Vice President with G E Capital Services India Limited in their private equity division, possessing a varied experience of more than 19 years in the financial services sector.

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Mr. Nilesh Vikamsey

Independent Director , India Infoline Ltd.

Mr. Nilesh Vikamsey Board Member since February 2005 - is a practicing Chartered Accountant for 25 years and Senior Partner at M/s Khimji Kunverji & Co., Chartered Accountants, a member firm of HLB International, a world-wide organisation of professional accounting firms and business advisers, ranked amongst the top 12 accounting groups in the world. Mr. Vikamsey headed the audit department till 1990 and thereafter also handled financial services, consultancy, investigations, mergers and acquisitions, valuations and due diligence, among others. He is elected member of the Central Council of Institute of Chartered Accountant of India (ICAI), the Apex decision making body of the second largest accounting body in the world, 20102013.

Mr. Kranti Sinha Independent Director , India Infoline Ltd. Mr. Kranti Sinha Board member since January 2005 completed his masters from the Agra University and started his career as a Class I Officer with Life Insurance Corporation of India. He served as the Director and Chief Executive of LIC Housing Finance Limited from August 1998 to December 2002 and concurrently as the Managing Director of LICHFL Care Homes (a whollyowned subsidiary of LIC Housing Finance Limited). He
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retired from the permanent cadre of the Executive Director of LIC; served as the Deputy President of the Governing Council of Insurance Institute of India and as a member of the Governing Council of National Insurance Academy, Pune apart from various other such bodies. Mr. Sinha is also on the Board of Directors of Hindustan Motors Limited and Cinemax (India) Limited

Mr. A. K. Purwar Independent Infoline Ltd. Director , India

Mr. Purwar is currently the Chairman of IndiaVenture Advisors Pvt. Ltd., investment manager to IndiaVenture Trust Fund I, the healthcare and life sciences focussed private equity fund sponsored by the Piramal Group. He has also taken over as the Chairman of IL & FS Renewable Energy Limited in March 2008 and India Infoline Investment Services Ltd in November 2009. He is working as Independent Director in leading companies in Telecom, Steel, Textiles, Power, Auto components, Renewable Energy, Engineering Consultancy, Financial Services and Healthcare Services. He is an Advisor to Mizuho Securities in Japan and is also a member of Advisory Board for Institute of Indian Economic Studies (IIES), Waseda University, Tokyo, Japan.

About Investment Banking

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We are a leading investment bank focused on the middle-market in India and aim to provide a level of service, dedication and expertise that is unmatched in the industry today. Our firms core principles of integrity and dedication to the success of our clients are reflected in all that we do. We offer our clients high-quality, unbiased advice.

We have assembled a group of talented and experienced professionals who are domain experts and have been recruited from a wide variety of leading global financial institutions. Our professionals concentrate on using their time and their intellectual capital to solve complex financial problems and executing specialized transactions for you. We strive to offer clients more senior-level attention than may be available from many of our competitors.Our advisory business serves as an independent sounding board and advisor on every strategic, financial and operational issue our clients face in the daily management of their businesses. We view our clients as partners, which ultimately means that our focus and dedication extends far beyond that of traditional investment banking advisory services and includes a commitment to senior level focus. Over the course of their careers, members of our senior team have advised on over $30 billion in transactions.

Exploring, evaluating and recommending financial and strategic alternatives

Assessing potential acquirers and targets and providing valuation analyses.

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Negotiating and Consummating transactions. Advising on transaction structuring, timing, pricing and potential financing.

Providing Fairness opinions indiainfoline Limited (IIFL), one of the leading full service investment bank in India. Extensive knowledge and coverage of the private equity community not just in India but around the world allows Indiainfoline Limited to bring strong proprietary investment ideas to financial sponsors and to optimize outcome through identifying highquality financial buyers for our middlemarket clients. We have built a specialized practice in advising private equity firms that want to invest in India but do not have a presence here.

Exploring value maximization strategies. Developing company positioning and all documentation for potential buyers. Developing buyers lists and managing all communications with potential buyers.

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Managing due diligence, data rooms, site visits and all buyer investigations. Evaluating bids and negotiating and executing final transactions and documentation.

Corporate restructuring Our dedicated, experienced Corporate Restructuring team can assist debtors and creditors with restructuring leverage in a dynamic, global economy by drawing on our deep industry knowledge and broad network of commercial bankers, private equity leadership and hedge fund managers. Developing the comprehensive restructuring and reorganization plans and assisting in the court administered approval process. Advising on the ultimate structuring of a potential sale or recapitalization

Capital Market Service indiainfoline is a leading underwriter of public offerings and private placements for middlemarket companies in India. Were known for our innovative financing solutions that support complex corporate strategies,
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as well as our longstanding client relationships. Our capital markets business seeks to leverage our operational expertise and world class institutional and retail distribution platforms to partner with existing owners and management to maximize value at the time of a public or secondary market offering. Over the course of their careers, members of our senior team have raised over $20 billion in equity and debt capital for companies around the world.

Assessing a companys optimal capitalization and sources of incremental capital.

Developing a target investor group and effectively positioning the companys story to the investor community.

Preparing all investor materials and managing all communications with potential investors.

Managing the due diligence process and all investor inquiries. Assisting with necessary documentation to expeditiously execute a successful capital raising.

Assessing the most appropriate group of investors to assist the company in its longterm plan.

COMPANY DESCRIPTION: Indiainfoline Limited is a leading full service investment bank founded in 1996 offering a wide range of financial services and wealth management solutions to institutions, corporations, highnet worth
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individuals and families. The firm has rapidly expanded its footprint to over 2500 locations across India with international presence in Singapur & Sri lanka. Founded by IIFL Limited. The firms philosophy is entirely client centric, with a clear focus on providing long term value addition to clients, while maintaining the highest standards of excellence, ethics and professionalism. The entire firm activities are divided across distinct client groups: Individuals, Private Clients, Corporates and Institutions. IIFL has been named The Best broking fram house in India. The firm has emerged a winner across all key segments in Asiamoneys largest survey of high net worth individuals in India. In order to satisfy the growing demand of Indian investors for trading offshore investment products, Spread Co has designed and created a new financial product which incorporates the benefits of traditional share trading and offering leverage. The new asset class is known as Premium Securities. indaiinfoline Limited Group has entered for a Introductory Broker relationship with Spread Co to introduce clients for this financial product.

Premium Securities Premium Securities are the new and exciting way to trade world markets all from one online trading account at your fingertips. Our goal is to
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make your Premium Security trading experience efficient and enjoyable, and support you in what you are looking to achieve. Puts you in control of your own trading You can see the prices you are trading at and can choose to deal straightaway or place orders to deal at a future time. You can trade a range of financial products - all from one account. You really are in control of your own trading. Deal in small or large amounts Unlike trading physical shares, when trading Premium Securities with us, you can trade as little as one share, one index unit and five thousand units of currencies. Instant execution of trades When trading Premium Securities with Spread Co, your trade will be confirmed almost immediately you select the buy / sell button (this is subject to the deal or order size being within permitted limits and the instrument being priced correctly.) You should not have to wait more than a few seconds for prices to be confirmed, except in unusual market circumstances.

Flexibility Ability to Hold an Investment in a Buy or Sell Position

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Premium Securities give you the flexibility to buy or sell. If you buy (go long) a Premium Security, you will make profits should the market price rise and incur losses if market price falls. On the contrary, if you sell (go short) a Premium Security, you will make profits if the market price falls and incur losses if market price rises. Limited Risk Trading Premium Security is limited risk trading. Unlike margin trading, where you can lose more than your initial margin, your losses are limited to the initial Investment Amounts for the relevant investment (as increased by top ups you elect to make). Once your Investment Amount drops to zero, your investment will be automatically liquidated. You are protected by Spread Co who automatically creates a stop loss when you purchase a Premium Security investment.

Access to Huge range of Global Markets Premium Securities also enable you to trade a range of markets across multiple asset classes from a single account.

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Extended Trading Hours 24 hours between 10pm on Sunday evening (GMT) to 10pm on Friday evening (GMT), markets are open and available for trading. Leverage Premium Securities are leveraged financial instruments. When you buy or sell Premium Securities, you only need a fraction of the nominal amount - the valuation. If the market moves in your favour, your valuation will increase. If the market moves against your favour, your valuation will decrease. The maximum amount you can lose is the initial Investment Amount (as increased by top ups you elect to make). Unlike margined products, profits are potentially unlimited while losses are limited.

Corporate Actions Like traditional share trading, you can benefit from corporate actions in dividend payments. Corporate actions and dividend payments will be reflected as adjustments to the trade price. Cash Settlement

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Premium Securities are cash settled. When you hold Premium Securities, you will need to place an Investment Amount. When you sell the investment, the sales proceeds will be returned to you. You will not be required to settle the underlying physical asset which may be the case in other markets.

No Partial Fills In the physical markets, there are times which you may not know whether there is sufficient liquidity to fill your entire order. With Premium Securities, you can be sure that your entire order will be filled up to the normal market size shown by Spread Co. Within predefined quantity limits, Premium Security eliminates partial fills.

Premium Securities are new products and are launched as collaboration between India infoline Limited and Spread Co. We are the first to launch this product. Please click here to get more information regarding Premium Securities Competitive prices

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We believe we are one of the most competitive providers in the marketplace for the instruments we offer. See the Fees List for full details of the current charges.

New technology with additional features You can customize your trading screen and lay it out how you want to see it. You can also store numerous layouts for easy access to what you need to see quickly. Alternatively you can simply use the default versions Spread Co will provide you with. Transparency Spread Co provides total transparency on your trading history through daily and monthly statements. These will be emailed to you and are also always available through the trading system itself.

Premium Securities A purchase of a Premium Security Investment is one where you make a fixed investment to gain a leveraged exposure to an underlying financial instrument at its current market price. The embedded leverage in the Premium Security contract means you have the potential of making higher returns, or losses, when compared to trading the cash value of the underlying instrument.
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However, similar to purchasing an option, losses are limited to the amount invested. Unlike option trading the Premium Security has no expiry and you are free to choose when you want to close the position.

Derivative Product

Premium Securities are financial derivative trading products. Their prices are derived from the prices of their underlying financial instruments. The underlying of a Premium Security is an asset, index, or even another derivative, such that the cash flows of the derivative depend on the value of this underlying. When you buy or sell Premium Security, you will not physically own the underlying instrument. With Premium Security, you are gaining exposure to the direction of the future price movement in an underlying instrument. You actually hold a contract with Spread Co to buy or sell a Premium Security paying the Investment Amount and on selling the same investment, receive the sale proceeds (if any). Pricing Premium Securities are priced almost identically to their underlying instruments. They are typically quoted on a spot basis. Premium Securities prices move in real-time as the price of their underlying
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instruments move on the relevant exchange they are quoted or in the inter-bank market. The Spread The spread, also known as the dealing spread or the Buy/Sell spread, is the difference between the buy and sell rates at which you can buy and sell Premium Securities. Spread sizes vary by instrument depending on: 1. 2. 3. the liquidity of the underlying instrument the volatility of the underlying instrument the amount of freely traded shares that exist for the relevant underlying instrument The size of the spread represents how much the market must move in your favor before you begin to make a trading profit. For example, if you buy 1,000 Google Premium Securities at a $0.05 spread, your trade will begin at a $50.00 loss.

Profit The two main ways to profit from investing Premium Securities are to: 1. 2. Buy at one price then sell at a higher price Sell at one price then buy at a lower price

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Loss The two main ways to lose while investing in Premium Securities are to: 1. 2. Buy at one price then sell at a lower price Sell at one price then buy at a higher price

Foreign Exchange Premium Securities Trading FX Premium Securities is the new way to trade a range of different currency pairs, and all from one online trading account at your fingertips. Our goal is to make your FX trading experience efficient and enjoyable, and support you in what you are looking to achieve. What is Foreign Exchange Premium Securities The foreign exchange (FX or Forex) market is where the world trades currencies. It is the largest, most heavily traded market in the world, with an estimated daily turnover of US$1.9 trillion. It is a true 24-hour market from Sunday 10:00 PM GMT to Friday 10:00PM GMT. Trading starts every day in Sydney and then moves round the world as the business day starts in each financial centre; Tokyo, then London, then New York. This means that, unlike any other financial market, traders can respond to currency fluctuations caused by economic, social and political events
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at the time they occur, without having to wait until the relevant Exchange opens. Spread Co enables you to trade foreign exchange using FX Premium Securities which simulate the price performance of an exchange rate without the need to physically own the relevant currencies.

Currency pairs During an FX Premium Securities trade, you buy one currency while simultaneously selling another in order to pay for the first currency. The two currencies which are the subject of a single FX trade are referred to as a currency pair. For example, USDJPY is a commonly traded currency pair. USD stands for United States Dollar and JPY stands for Japanese Yen. The most commonly traded (and therefore most liquid) currencies are known as the Majors and this includes the US Dollar, Japanese Yen, Euro, British Pound, Swiss Franc, Canadian Dollar and Australian Dollar. Each currency is referred to for the purposes of FX trading by a three-letter code. The first currency in a currency pair is called the 'base currency'. The second currency in a currency pair is called the 'quote' or' term currency'. The exchange rate quoted for the purposes of FX trading is how much of the quote currency you need to sell in order to buy one unit of the base currency.
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Quotation principles Exchange rates are almost always quoted with five significant figures. This means that most currencies are quoted to the ten thousandth of a currency unit. For example, 1.8525 would be a valid quote for GBPUSD. The smallest possible exchange rate movement is called a pip. For example, GBPUSD can increase by 0.0001 from 1.8500 to 1.8501, therefore one pip is equal to 0.0001 for GBPUSD. USDJPY can increase by 0.01 from 115.00 to 115.01 therefore one pip is equal to 0.01 for USDJPY. If USDJPY goes up by 0.15, you would say, "USDJPY went up 15 pips". The Spread The spread, also known as the dealing spread or the Buy/Sell spread, is the difference between the prices at which you can buy and sell. The spread is how market makers such as Spread Co are compensated for creating a market for you to trade FX. A wide or large spread is more expensive to you. A narrow or small spread is cheaper for you. The size of the spread represents how much the market must move in your favour before you begin to make a trading profit. Your trades will always begin at a loss calculated by multiplying the trade quantity by the size of the dealing spread.

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For example, if you buy 100,000 USDJPY at a JPY 0.03 spread, your trade will begin at a JPY 3000 loss. See more examples on the left.

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There are different product and services which are provided by Indiainfoline Ltd. They are as follows Products

Equities I Bonds I Mutual Funds I Derivatives Managed Investment Services / PMS Commodities FX Trading Welth Management Asset Management Investment Banking Insurance Fixed Diposit Lones Gol Bonds Offshore other small Investments

Services 8. 9. 10. 11. Creation of a customized financial strategy Diversification of assets based on a formal process of asset allocation Active tracking, monitoring and review of portfolios Creation of private trusts
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12. 13. 14.

Tax planning Estate planning Structuring of family wealth

4.1 EQUITY SHARES Equity shares are commonly referred to common stock or ordinary shares. Share capital of a company is divided into a number of small units of equal value called shares. But the term stock is the aggregate of a members fully paid up shares of equal merged into one fund. It is a set of shares put together in a bundle. The stock is expressed in terms of money and not as many shares. It can be divided into fractions of any amount and such fractions may be transferred like shares. The person who bought those shares is known as share holders. According to section 85 (2) of companies Act 1956, equity share holders have some rights these are Right to vote at the general body meetings of the company. Right to control the management of the company.
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Right to share in the profits in the form of dividends and bonus shares.

Right to claim on the residual after repayment of all the claims in the case of winding up of the company. Right to pre-emption in the issue of new capital. Right to apply to court if there is any discrepancy in the rights set aside. Right to receive a copy of the statutory report, copies of annual report with audited report. Right to apply the central government to call an annual meeting when a company fails to call such a meeting. KEY FEATURES OF EQUITY SHARES # Capital appreciation # Limited liability # Free tradability # Tax advantages #Hedge against inflation

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 COMMODITIES TRADING

Indiainfoline extension into commodities trading reconciles its strategic intent to emerge as a one stop solutions financial intermediary. Its experience in securities broking has empowered it with requisite skills and technologies. The companies commodities business provides a contract- cyclical alternative to equities broking. The company was among the first to offer the facility of commodity trading in Indias commodity market. The commodities market has several products with different and non-correlated cycles. On the whole , the business is fairly insulated against cyclical gyrations in the business.

KEY FEATURES

The company provides a complete advice to execution solution facilities by information and advice on likely commodity trends in the India and international environment.

Enjoy membership with the MCX and NCDEX, two leading Indian commodities exchanges.

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 Provide regular commodity updates pertaining to the Indian and international environment.

Online business at 80% of revenues dominates commodity trading revenue.

4.3 INSURANCE PRODUCTS

An entity into this segment helped complete the clients product basket, it graduated the company into a one stop retail financial solutions provider. To ensure maximum number of customer across India , indiainfoline employed a multi pronged approach and reach out to customer via different network through directly or indirectly. Following the opening of the sector, a number of privet sector insurance service providers commenced operation aggressively and helped grow the market. The companies enters into insurance sector de risked the company from a predominant dependence on broking and equity linked revenues. The annuity based income generated from insurance intermediation result in solid core revenues across the tenure of the policy.

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KEY FEATURES

Indiainfoline provides both life insurance as well as general insurance in the market. The company is the biggest corporate agency in india for life insurance products. The company operates multiple channels like branch networking, preferred client group, direct marketing, corporate tax advisory, walk-ins and seminars to reach out to customers. Forged alliances with major insurance companies for the distribution of life and non-life insurance products. Altered the product mix in favor of traditional products like endowment products.

4.4 MUTUAL FUND INVESTMENT PRODUCTS

Indiainfoline offers you a host of mutual fund choices under one roof , backed by in-depth research and advice from research house and tools configured as investor friendly.

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Buying a mutual fund may be the smarter financial decision of your life. But with over 2500 mutual funds to choose from, you can be sure that there are a decent number of sour apples out there. To be safe , take a look at the items mentioned on this list before you invest in any mutual fund. Indiainfoline Ltd. Deals with the four most important funds like wise.

Growth fund The aim of growth fund is to provide capital appreciation over the medium to long term. Such schemes normally invest a majority of their corpus in equities. It has been proven that returns from stocks, have out performed most other kind of investments held over the long term. Growth schemes are ideal for investor having a long term view seeking growth over a period of time. Exchange Traded Debt funds The Exchange trade funds are hybrid of open ended mutual funds listed individual stocks on stock exchanges. Basically these are managed funds which are traded in a particular index and there price are determined by demand and supply in the market. In practice these are traded in small range around the assets (NAV) held by them. These are represent a basket of securities that are traded on an exchange. Balanced funds
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The aim of balance funds is to provide both growth and regular income. Such scheme periodically distribute a part of their earning and invest both in equities and fixed income securities in the proportion indicated in there offer documents. In a rising stock market, the NAV of these schemes may not normally keep pace, or fall equally when the market falls. These are ideal for investors looking for a combination of income and moderate growth.

Other funds The other funds are include sectoral funds, tax saving funds, special schemes. Sectoral funds include those funds which are invested in a specific industry or a various segments. Tax saving funds offers rebates to the investors under specific provisions of the Indian Income Tax Act 1961. Investment made in Equity Linked Savings Schemes and pension schemes are allowed as deduction u/s 88 of the Income Tax Act. Special schemes includes Industry specific scheme which invest only in the industries. The investment of these funds is limited to specific industries pharmaceuticals etc. KEY FEATURES OF ONLINE TRADING IN MUTUAL FUND
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like InfoTech, FMCG and

Registered users can log into their investment online account and specify amount, folio number etc & submit details with Indianifoline Ltd.

Investor will be then taken to banks homepage. One can use his/her net banking user id & password & transfer funds directly using any of these banks. ICICI, HDFC, and UTI banks.

These transaction details then Indiainfoline Ltd. Would download & process the transaction & transfer funds to respective mutual funds.

Online trading in mutual fund is increasing day by day as per investors interest.

WHY PEOPLE DO INVESTMENT Investment is an activity that is engaged in by people who have savings or in other words, people invest their savings. It is the employment of funds on assets with the aim of earning income or capital appreciation. The investment has two attributes namely time and risk. In the view of an economist, investment is the net addition made to the nations capital stock that consists of goods and services that are used in the production process. Financial investment is the allocation of money to assets that are expected to yield some gain over period of time.
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INVESTMENT OBJECTIVES The main objective of investment are reducing the risk and increase the rate of return but there are other subsidiary objectives of investment are like safety, liquidity and hedge against inflation. Return In simple words return means the time value of the money, because an investor always wants a good rate of return and reducing the risk. The return from an investment depends upon the nature of the investment. Risk Risk is inherent in any investment. It may relates to loss of capital, delay in repayment of capital or non payment of interest. If a person invest in government securities or deposit in a bank the deposits are almost riskless but in other segments are more risky. The factor of risk in investment depends on the longer maturity period, the lower credit worthiness of the barrowers. Risk and return of an investment are related. The higher is the risk, the higher is the return.

Safety The safety of an investment implies the certainty of return of capital without loss of money or time. Safety is another feature which an investor desires for his investments. Every investor wants to get back his capital on maturity without loss and without delay. Liquidity
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The liquidity depends upon the marketing and trading facility. If a portion of the investment could be converted into cash without much loss of time. It helps the investor in case of emergencies. Hedge against inflation We saw there is inflation in almost all the economy, the rate of return should ensure a cover against the inflation. The return rate should be higher than the rate of inflation; otherwise the investor will have a los in real time. Investment Avenues There are a large number of investment instruments available today. To make our lives easier we would classify or group the investment avenues. We shall name and briefly describe them.

1. Financial securities / corporate securities: These investment instruments are freely tradable and negotiable. These would include equity shares, preference shares, convertible debentures, non-convertible debentures, public sector bonds, savings certificates, gilt-edged securities and money market securities. 2. Non-securitized financial securities: These investment instruments are not tradable, transferable nor negotiable. And would include bank deposits, post office deposits, company fixed deposits, provident fund schemes, national savings schemes and life insurance.

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3. Mutual fund schemes: If an investor does not directly want to invest in the markets, he/she could buy units/shares in a mutual fund scheme. These schemes are mainly growth (or equity) oriented, income (or debt) oriented or balanced (i.e. both growth and debt) schemes.

4. Real assets: Real assets are physical investments, which would include real estate, gold & silver, precious stones, rare coins & stamps and art objects.

5. Life insurance policies: The Life Insurance Corporation (LIC) offers the investor for investment. This scheme has the additional facility of life insurance cover. Some of the scheme of LIC is Whole life policies, Endowment policy, Money Back Plan, Jeeven Dhara etc.

6. Provident fund schemes: provident fund schemes are compulsory deposit schemes applicable to employees in the public and privet sectors. There are three types of provident fund known as statutory provident fund, recognized provident fund and unrecognized provident fund. Before choosing the avenue for investment the investor would probably want to evaluate and compare them. This would also help him in creating a well diversified portfolio, which is both maintainable and manageable.

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Internet Trading - Shares & Commodities

Indiainfoline Limited Securities Ltd is today the Preferred-trading partner for customers across the country. The unique 3-in-1 integrated accounts are backed by state-of-the-art technology that provides you a
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blend of safety, transparency and convenience, which is unparalleled in the industry. Salient features of indiainfoline Limited Trading Account: the further shares One of the most technologically advanced trading platform World class research Internet. Instant limits on shares sold. Use the proceeds of shares to buy instantly. 100% Inter-settlement trade at no extra cost. Low and Competitive Brokerage: 0.50% of the transaction value for Facility to trade through toll free no. (1800-228-800) in addition to

delivery transactions and 0.05% on each side of the transaction for square off trades and derivatives.

PRODUCTS:

The services provided by IIFL Ltd are as follows:

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Cash & carry on NSE & BSE. Derivatives (F&O) on NSE. Initial Public Offers (IPOs) NCDEX Commodities Trading

Term Cash & Carry implies One needs to have 100% balance in his / her Trading Account before placing a Buy order or against one's sell position; Buying Limit is immediately generated to his / her account, which can be utilized for future purchases. Similarly one is allowed to Sell stocks either he/she has to have balance in Demat a/c or need to have sufficient balance to sell the stock.

Online IPO: Conveniently subscribe to the latest IPOs directly through your trading account.

ACCOUNT OPENING REQUIREMENTS: For opening a Trading Account through IIFL Limited one either needs to have a Saving
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Account with HDFC/UTI/ICICI Bank & Demat Account with INDIAINFOLINE Limited . his / her existing HDFC/ UTI/ICICI Bank Savings Account with Trading Account or else, we would assist in opening a 3 - in - 1 Account. Please note that as per SEBI vide Circular dated 26th-August-2004, has specified Uniform Documentary Requirements, for clients intending to open a trading with any SEBI Registered Broker. As per the said Guideline, we would require following documentation:

Identity Proof: (Self Attested) Pan Copy Passport Copy Driving License Voter ID

Address Proof: (Self Attested) Passport Driving License Voter ID Ration Card

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Bank Passbook/Statement (Attested by banker)Rental Agreement/lease Agreement (PAN card, as an Identity Proof is mandatory for opening a Trading account. ) AOC: Account Opening Charges 2 cheques favoring Indiainfoline Ltd. Rs 750/- Account opening fees. Rs. 10,000/- Margin amount for trading.

MODES OF TRADING:

Indiainfoline Ltd Trading Account offers all its clients the convenience of operating Trading Account both either through the Internet via "Web-Trading Model" or over the Telephone Toll Free no.

BROKERAGE:
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Please be informed that for every transaction carried out by the client, indiainfoline Limited Securities Ltd would levy Brokerage, Service tax, Securities Transaction tax & Stamp Duty charges:

Cash & Carry: Delivery Based:

Brokerage is 0.50% of the Transaction Value, subject to minimum Rs 10.00 per Order, which is applicable on both Buying & Selling plus Service Tax, STT & Stamp duty charges at applicable rates.

Brokerage is Rs 0.05 per shares, subject to Rs 10.00 per Leg (applicable on both Buy as well as Sell Order), whichever is higher plus Service Tax, STT & Stamp duty charges at applicable rates.

Square Off Trade:

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Brokerage is 0.10% of the Transaction Value, subject to a minimum of Rs 10.00 per Order, which is applicable on both Buying & Selling plus Service Tax & STT at applicable rates.

Derivatives Trading:

Futures Market: Brokerage is 0.05% of the Transaction Value, subject to a minimum of Rs 10.00 per Order, which is applicable on both Buying & Selling plus Service Tax, STT & Stamp duty charges at applicable rates. Transaction Value is calculated as "Futures Price x Lot Size". Options Market: Brokerage is higher of 1% of the Premium Amount, subject to a minimum of Rs.100.00 on each lot, which is applicable on both Buying & Selling plus Service Tax & STT at applicable rates. Service Tax:Service Tax will be levied @12.36 %of the Brokerage Value .

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4.1: comparison of INDIAINFOLINE with other competitors 4.1 comparison of INDIAINFOLINE with other competitors

PARTICULARS INFOLINE ANAND

ICICI

SHARE

A RATHI DIRECT KHAN INITIAL CHARGES (IN RS) INITIAL MARGIN RS) AMC (IN RS) 500 (after Nil 1 yr) BROKERAGE (IN RS) .05% .10% .05% .50% 500( afte 300(after 1 r 1 yr) .075% .75% yr) .10% .50% (IN 10000 20000 15000 12000 750 555 975 750

comments # ICICI DIRECT charges more in initial charges Rs 975 of Account opening charges.

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# INFOLINE, SHARE KHAN and ICICI DIRECT charged more in initial margin of Rs 10000. # INFOLINE and ICICI DIRECT charged Rs 500 after 1 year where as SHARE KHAN charges Rs 300. # INDIAINFOLINE charges less brokerage i.e. .05 in case of intra day and .10 in case of delivery, than others.

4.2 RESULTS ON THE BASIS OF BROKERAGE CHARGES

There are two types of transactions , such as:4.2.1 INTRA DAY BASED. 4.2.2 DELIVERY BASED. Fig 4.1 show results on the basis of brokerage on investments.
0.8 0.7 0.6 0.5 0.4 0.3 0.2 0.1 0 ANANDRA T H I IND IA INF OL INE IC IC ID IRE C T S H AREK H AN

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Comments:INDIAINFOLINE charges less amount of brokerage in case of both intra day and delivery trading. According to the survey ICICI DIRECT charges more brokerage in case of delivery trade than Others. Incase of intra day SHARE KHAN charges less brokerages than others.

4.3 RESULTS ON THE BASIS OF ACCOUNT OPENING CHARGES @ INDIAINFOLINE Account opening charges is Rs 750 only. After 1yera it charges Rs 500 p.a. as Annual Maintenance Charges (AMC). @ ICICI DIRECT. A one time charge of Rs 750 at the time of account opening will be charged. A customer can later upgrade his account to an ICICI direct.com share trading account when he desire to trade in equity. @ ANANDA RATHI There is a nominal charge of Rs 500 only for stamp duty, legal and processing fees for opening the account. This includes the registration and account opening charges . The Bank and

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Depositary Participant (DP) account opening charges are payable separately. @ SHAREKHAN There is no account opening charges but require margin money of Rs 5000 for trading purpose .

4.4 RESULTS ON THE BASIS OF BROKERAGE @ ICICI Direct charges 0.075 paisa in a Rupee in case of intra day and 0.75 paisa in a Rupee in case of delivery trade.

@ share khan charges 0.05 paisa in a Rupee in intra day trade and 0.50 in a Rupee in case of delivery trade. @ INDIAINFOLINE charges 0.05 In a Rupee in case of intra day trade and 0.10 in a Rupee in case of delivery trade.@ Anada rathi charges brokerage 0.05 in a Rupee in case of intra day and 0.50in a Rupee in case of delivery trade.

4.5 RESULTS ON THE BASIS OF FACILITIES Table 4.2 shows the results on the basis of facilities provided by broking firms. Basis facilities of INDIAINFOLIN E ICICI Direct
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Share khan Anada rathi

Share trading Commodity trading Dopening rights

Yes

Yes

yes

Yes

Yes

Yes

Yes

Yes

mat Yes

Yes

Yes

yes

4.6 ROLE OF STOCK BROKER A Stock broker is a professional who buys and sells stocks and other securities in the stock market through the book makers from the stock investors. As per the law in United States one needs to pass the General Securities Representative Examination for working as a stock broker. Brokers provide different types of services to the clients.

4.6.1 Execution only

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In this service the broker only carries out the trading according to the direction of the investor. This is the basic and the most commonly used service of the brokers. 4.6.2 Advisory Dealing In this service the broker not only performs the buying and selling instruction of the client but also advises the investor about which stock to buy and which stock to sell.

4.6.3 Discretionary Dealing This is the most comprehensive service that a broker provides. In this case the broker has the discretionary power to take the investment decisions on behalf of the investor. These are the basic services provided by the stock market brokers and it completely depends on you which service you will subscribe.

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DATA ANALYSIS

& INTERPRETATION

To get the findings of any study, the collected data has to be analyzed , if the raw data is to bring in a meaningful form. The interpretation involves drawing conclusion from the analysis data. Analysis of primary data:1) Do you know about investment options available? Table 5.1 shows investment knowledge

KNOWLEDGE

PERCENTAG E (%)

POPULATION

YES NO TOTAL

80% 20% 100%

32 8 40

Figure 5.1
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COMMENTS:-

Only 80% people i.e.32 knows the exact meaning of

investment. Because of remaining 20% i.e. 8 take his/her residential property as an investment.

2) Most preferable investment option. Table 5.2 shows investment scenario INVESTMENT SCENARIO BANKS 26% 11 12 PERCENTAGE (%) POPULATION

DERIVATIVES AND 30 % SECURITIES MARKET INSURANCE BONDS 24% 20%

9 8

BANKS

DERIVATIVES

INSURANCE

BONDS

20% 24%

26% 30%

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Figure 5.2 COMMENT Today scenario is changed so that most area covered by the derivatives and securities market. It is 30% of the total population i.e.12 , then banks 26% i.e. 11, insurance 24% i.e. 9 and after that bonds 20%i.e. 8 person from the total population

3) what is the basic purpose of your investment? Table 5.3 shows investment purpose. INVESTMENT PURPOSE LIQUIDITY RETURNS CAPITAL APPRICIATION TAX BENEFITS RISK COVERING OTHERS TOTAL 20% 10% 5% 100%
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PERCENTAGES (%)

POPULATION

30% 25% 10%

12 10 4

8 4 2 40

Fig 5.3 COMMENT 75% people i.e.30 are interested in liquidity, return and tax benefits. And remaining 25% i.e.10 people are interested in appreciation ,risk and other factors. capital

4) Most

important things you take into your mind while making

investments? Table 5.4 shows investment factors. FACTORS RISK RETURN BOTH TOTAL PERCENTAGE (%) 8% 17% 75% 100% POPULATION 3 7 30 40

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Fig 5.4 COMMENT 75% people i.e. 30 are considered the both factors risk as well as return , but 25% i.e. 10 people considered the risk or return factor.

5) Awareness related to security markets. Table 5.5 shows knowledge about markets. KNOWLEDGE COMPLETE PARTIAL NIL TOTAL PERCENTAGE(%) 15% 75% 10% 100% POPULATION 6 30 4 40

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Fig5.5 COMMENT On the basis of research , it is concluded that 10% people i.e.4 are know nothing about the securities. 75% i.e.30 people are partially aware about securities and investment. So, some promotional activities are required for increasing the awareness about security market. 5) Specify the reason of satisfaction with the current broking house. Table 5.6 shows satisfaction of broking house. SATISFACTION OPERATING EXPENSES SERVICES BROKERAGE TOTAL 25% 57% 100%
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PERCENTAGE(%) 18%

POPULATION 7

10 23 40

Fig 5.6 COMMENT On the basis of research , I conclude that 57% i.e. 23 people know about the brokerage system of the broking firms and 25% i.e.10 people know about the service provided by broking firms.

7) Are you satisfied with your broking firm ? Table 5.7shows satisfaction with present broking firm. SATISFACTION YES NO TOTAL PERCENTAGE(%) 80% 20% 100% POPULATION 32 8 40

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Fig 5.7 COMMENT On the basis of my research , here 80% i.e. 32 people are satisfied with their broking house and only 20% i.e.8 people are not satisfied.

8) Specify the consumer satisfaction towards best financial services provided by which broking house? Table 5.8 shows customer satisfaction for financial services provided by broking firms. SATISFACTION TOWARDS ANADA RATHI ICICI DIRECT INDIA INFOLINE 10% 15% 65%
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PERCENTAGE(%)

POPULATION

26 6 4

SHARE KHAN TOTAL

10% 100%

4 40

fig5.8 COMMENT On the basis of research, 65% i.e.26 people are satisfied with anada rathi, 15% i.e. 6 people are satisfied with ICICI direct and 10% i.e. 4 people are satisfied with both Anada rarthi and share khan .

9) In which method do you trade? Table 5.9 shows the method of trading in stock market. METHODS PERCENTAGE (%) ONLINE OFFLINE TOTAL 30% 70% 100% 12 28 40 POPULATION

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O NLIN E O F F LINE

fig 5.9 COMMENTS According to the survey there are 70% people who are doing trade in off line basis and 30% people do trade in online basis.

10) Why do people prefer stock market? Table 5.10 shows the performance of stock market. PREFERENCE PERCENTAGE (%) POPULATION 7

For earning of short 17% term profit For earning of long 50% term profit Risk reduction Hedging purpose TOTAL 8% 25% 100%

20

3 10 40

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fig 5.10 COMMENT According to my research , 50% people i.e. 20 are invest their money for getting long term profit , 25% people i.e. 10 people are invest money for hedging purpose,17% people i.e7 are interested in short term profit and less 8% people i.e. 3 are invest money for risk reduction.

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MAJOR SUMMARY 6.1 FINDINGS e option which is always preferable when the market is volatile. After the process of tabulation and data analysis the research had explored the following findings like @ According to the survey most of the customer of indiainfoline says that , it is pocket friendly which is provided less investment charges than others. @ Coming to faith 65% says that indiainfoline is better than other stock brokers due to customer satisfaction because it provide the maximum investment facilities and options to the investor. @ BBSR. @ @ @ The main purpose of investments are liquidity and returns. Investor take risk as well as get return on their investment. Businessmen are more interested in stock market than the others in returns. Lack of promotional activities undertaken by indiainfoline in

terms of risks and

@ commodity market is less preferred by the investor because of less awareness about commodity market.

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@ People want to invest their money in security market but they have no sufficient knowledge about investment procedure. @ People pay more emphasis on brokerage than service provided by brokerage house. @ People are not aware of hedging in stock market. 6.2 SUGGESTIONS @ There should be equal commitment for every person. @ There should be some promotional activity required for awareness

of the customer. @ @ Provide the facility of free demonstration for all. There should be a limited number of clients under the relationship

manager . so that they can handle new as well as old customer properly. @ Improvement in the opening of De-mat account and contract notice procedure is required. @ young age people should encouraged to invest in stock market.

6.3 CONCLUSIONS @ On the basis of study it is found that indianifoline is provide better service than other stock brokers because of their timely research and personalized advice on what stocks to buy and sell, when to buy and when to sell.
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@ indiainfoline provides the facility to trade as well as the relationship manager facilitate to encourage and protect the interest of the customer or the investors. It also provides the information through the internet and mobile alerts that what IPOs are coming in the market and it also provides its research on the future prospect of the IPO. @ It is also found that people are not aware about commodity market , Hedging etc. so there should be a creation of awareness of share market and its instruments, how it takes place, when to invest or not etc. @ The company should come up with innovative ways of service at their door steps this may be a costly affair but will surely give positive results in the long run as the banks and insurance companies done. @ The company should take the initiative of training the advisors about the new funds from time to time which also makes the advisors connected to the company.

@ The company should give emphasis on creating an awareness about the market knowledg @ The company should focus on the advertising strategy and also the marketing of the product.
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BIBLIOGRAPHY

BOOKS KOTHARI, RESEARCH METHODOLOGY published By VIKAS PUBLISHING HOUSE PVT.LTD. NEW DELHI. GOYAL, DR. ALOK- FINANCIAL MARKET OPERATION published By V.K. (INDIA) ENTERPRISES. NEW DELHI.

WEBLIOGRAPHY http://www.nseindia.com http://www.indiainfoline.com http://www.moneycontrol.com http://www.sharekhanltd.com http://www.icicidirect.com http://www.anadt rathi.com

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QUESTIONARY 1. Personal details Name-------------------------------------------------------Address--------------------------------------------------------------------------------------------------------------------------------------------------------------------Phone no (res) -------------------------------------, ----------------------Mob------------------2. Age of the candidates 20-30, 30-40, 40-50, 50-60

3. Your Annual income a) 50000-1,00000 b) 1,00000-1,50000 c) 2,00000-2,50000 d) 5,00000 above 4) Do you know about investment options available? a) Yes b) No

5) Do you know about the different types of investment alternatives? a) Insurance &mutual funds c) Real estate
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b) Banks d) Share market

e) Commodity

f) Others

6) What is the basic purpose of your investment? a) Liquidity c) Capital appreciation e) Tax benefits b) Return d) Risk covering

7) What are the most important things you take into account, while making any investment? a) Risk b) Return c) Both

8) Do you have any knowledge about share markets? a) Complete b) Partial c) Nil

9) Do you know about 3-in-one Account? a) Yes b) No

10) Do you have D-mat & Trading account? If yes, in which broking firm? a) Indiainfoline LTD. c) Share khan
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b) HDFC securities d) ICICI direct

e) Karvy

e) others

11) By which way you like to invest? a) Online b) Off line

12) What type of trading you do? a)Delivery c) Future option b)Intra-day

13) Are you satisfied with your present broking company? a) Yes b) No

14) What is the reason? a) Services b) Brokerage c) Operating expenses d) Others 15) Specify the consumer satisfaction towards best financial services provided by which broking house? a)Indiainfoline c) HDFC securities securities ltd
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b) ICICI Direct d) Anand Rathi

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