India Infoline Limited

A study on Customer satisfaction towards the services provided by India Infoline with
special reference to Bangalore zonal office
In partial fulfillment of the requirement for the
award of Post Graduate Diploma in anagement !PGD"
#ubmitted by$
%ive&a 'and Bharti
PGD ()*+(

Under the supervision of
PROF. SANISH P.V

DC #C,--. -/ 0DIA A'D B1#I'0##
2I'/3A /I. 4 %ID0- PA32
#AI'I2 #C,--.5 2A6,A2177-
7,I31%A'A'7,AP13A
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1
DC School of Management and Technology
India Infoline Limited
A study on Customer satisfaction towards the services provided by
India Infoline with special reference to Bangalore zonal office
2
DC School of Management and Technology
India Infoline Limited
Certificate of Approval
Certified that this dissertation on 9A study on Customer satisfaction towards the services
provided by India Infoline with special reference to Bangalore zonal office: is a record of
genuine wor& done by r; %ive&a 'and Bharti5 #econd year student of PGD of this
college under my supervision and guidance and that is hereby approved for forwarding to
the 0<aminers;



#ignature
r; #anish P;%
/aculty Guide
DC #chool of anagement and 7echnology
edia #chool5 2infra /ilm 4 %ideo Par&5
7hiruvananthapuram = >?@ @)@;
/orwarded by
#ignature
Principal
DC #chool of anagement and 7echnology
edia #chool5 2infra /ilm 4 %ideo Par&5
7hiruvananthapuram = >?@ @)@;
3
DC School of Management and Technology
India Infoline Limited
Declaration
I do herey declare that the !ro"ect #or$ entitled %& study on
Customer satisfaction to#ards the services provided y India Infoline #ith special reference
to 'angalore (onal office ) sumitted for the partial fulfillment for the a#ard of !ost
*raduate Diploma in Management +!*DM, of DC School of Management and Technology
Media School- .infra /ilm and 0ideo !ar$- Saini$ School !12- Trivandrum3 45 has not
previously formed the asis for the a#ard of any degree- diploma- associate ship- fello#ship
or other similar title or recognition1
!lace6 Trivandrum
Date
7eg1 8o3 !*DM 94319:952


+Supervisor,

!rincipal
;
DC School of Management and Technology
India Infoline Limited



5
DC School of Management and Technology
India Infoline Limited
AC2'-A.0DG00'7
7he satisfaction of the successful completion of any tas& wouldnBt be complete without the
e<pression of gratitude to the people who made it possible;
I e<press my gratitude to r; GI3ID,A3 P3A7,AP ' !Area anager" India Infoline .td5
for his support and guidance during the survey;
I am very than&ful to r; #A'I#, P %5 /aculty5 DC #chool of anagement and 7echnology5
7rivandrum for the guidance and interest evinced throughout the preparation of this
proCect;
I also e<tend my heartfelt gratitude and than&s to Dr; BID1 %I7,AEA7,I.5 Director5 DC
#chool of anagement and 7echnology5 7rivandrum;
I ta&e this opportunity5 also to e<press my love and sincere than&s to my family members
and friends for their support and advice during various stage of wor&;
I also e<tend my gratitude to the respondents of my survey for their &ind co*operation;
But last not the least I than& God almighty for giving me the support for the completion of
the tas&;


<
DC School of Management and Technology
India Infoline Limited
EXECUTIVE SUMMAR
The title of the !ro"ect done at India Infoline Limited is %& study on Customer
satisfaction to#ards the services provided y India Infoline #ith special reference to
'angalore (onal office)
The main o"ective of the study #as to study the satisfaction level of
ro$erage- to understand the satisfaction level of clients #ith India Infoline regarding
tip- to understand the satisfaction level of clients #ith India Infoline regarding trade
confirmation- to study the satisfaction level of fle=iility provided y India Infoline-
to understand the satisfaction level of clients #ith India Infoline regarding service
provided y staff- to study the overall satisfaction level1
The type of research #as >=ploratory 7esearch1 The sampling used in this
method is convenience sampling method1 The sources of the data for the study #ere
primary and secondary data1 The ?uestionnaire #as prepared and administered to
collect the relevant primary data1 The data collection method #as ased on
?uestionnaire1
The findings are there is a lo# positive correlation et#een ro$erage and
overall satisfaction- et#een tips and overall satisfaction and et#een fle=iility and
overall satisfaction1
There is moderate positive correlation et#een customer support service and
overall satisfaction- speed of service and overall satisfaction and et#een clarity of
information and overall satisfaction1
TABLE OF CONTENTS
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DC School of Management and Technology
India Infoline Limited
Chapter Title Page No.
I
II
III
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+;G
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8;8
8;F
8;G
8;@
8;>
8;H
G;+
G;8
G;F
Introduction
7heoretical Perspective
Industry Profile
Company Profile
#trategies of mar&eting
Competitors Details
!esearch "esign
7itle of the ProCect 3eport
-bCectives of the study
Purpose of the study
.iterature 3eview
,ypothesis
ethodology
.imitations of the study
Analysis and Interpretation
#indings$ %uggestion$ & Conclusion
/indings
#uggestions
Conclusion
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DC School of Management and Technology
India Infoline Limited

CHAPTER ! I
INTRODUCTION
A
DC School of Management and Technology
India Infoline Limited
C"apter #
Intro$%ction
#. Intro$%ction
Theoretical !erspective
Industry !rofile
Company !rofile
Strategies of mar$eting

INT!(")CTI(N
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DC School of Management and Technology
India Infoline Limited
C%&to'er &ati&faction is a measure of ho# products and services supplied y a
company can meet the customerBs e=pectations1
Customer satisfaction is still one of the single strongest predictors of customer
retention1 ItBs consideraly more e=pensive to attract ne# customers than it is to $eep
old ones happy1 In a climate of decreasing rand loyalties- understanding customer
service and measuring customer satisfaction are very crucial1
There is oviously a strong lin$ et#een customer satisfaction and customer
retention1 CustomerCs perception of Service and Duality of product #ill determine the
success of the product or service in the mar$et1
Eith etter understanding of customersC perceptions- companies can determine
the actions re?uired to meet the customersC needs1 They can identify their o#n
strengths and #ea$nesses- #here they stand in comparison to their competitors- chart
out path future progress and improvement1 Customer satisfaction measurement helps
to promote an increased focus on customer outcomes and stimulate improvements in
the #or$ practices and processes used #ithin the company1
Customer e=pectations are the customer3defined attriutes of your product or service
you must meet or e=ceed to achieve customer satisfaction1
There are many reasons #hy customer e=pectations are li$ely to change over time1
!rocess improvements- advent of ne# technology- changes in customerCs priorities-
improved ?uality of service provided y competitors are "ust a fe# e=amples1
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DC School of Management and Technology
India Infoline Limited
INDUSTR PROFI(E

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DC School of Management and Technology
India Infoline Limited
IN")%T!* P!(#I+,
The Indian ro$ing industry is one of the oldest trading industries that have een
around even efore the estalishment of the 'S> in 14@51 Despite passing through
numer of changes in the post lierali(ation period- the industry has found its #ay
on#ards sustainale gro#th1 Eith the purpose of gaining a deeper understanding
aout the role of the Indian stoc$ ro$ing industry in the countryBs economy- #e
present in this section some of the industry insights gleaned from analysis of data
received through primary research1
/or the ro$ing industry- #e started #ith an initial dataase of over 1-499
ro$ing firms that #ere contacted- from #hich ;<; responses #ere received1 The list
#as further short listed ased on the numer of terminals and the top 219 #ere
selected for profiling1 3A; responses- that provided more than 45F of the
information sought have een included for this analysis presented here as insights1
&ll the data for the study #as collected through responses received directly from the
ro$ing firms1 The insights have een arrived at through an analysis on various
parameters- pertinent to the e?uity ro$ing industry- such as region- terminal- mar$et-
ranches- su ro$ers- products and gro#th areas1
Some $ey characteristics of the sample 3A; firms are6
2n the asis of geographical concentration- the Eest region has the ma=imum
representation of 52F1 &round 2;F firms are located in the 8orth- 13F in the
South and 19F in the >ast
3F firms started ro$ing operations efore 1A59- <5F et#een 1A5931AA5 and
32F post 1AA51
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DC School of Management and Technology
India Infoline Limited
2n the asis of terminals- ;9F are located at Mumai- 12F in Delhi- 4F in
&hmedaad- @F in .ol$ata- ;F in Chennai and 2AF are from other cities
/rom this study- #e find that almost 3<F firms trade in cash and derivatives
and 2@F are into cash mar$ets alone1 &round 29F trade in cash- derivatives
and commodities
In the cash mar$et- around 3;F firms trade at 8S>- 1;F at 'S> and 52F trade
at oth e=changes1 In the derivative segment- ;4F trade at 8S>- @F at 'S>
and ;5F at oth- #hereas in the det mar$et- 31F trade at 8S>- 2<F at 'S>
and ;3F at oth e=changes
Ma"ority of ranches are located in the 8orth- i1e1 around ;9F1 Eest has 31F-
2;F are located in South and 5F in >ast
In terms of su3ro$ers- around 55F are located in the South- 2AF in Eest-
11F in 8orth and ;F in >ast
Trading- I!2s and Mutual /unds are the top three products offered #ith A9F
firms offering trading- <@F I!2s and 53F firms offering mutual fund
transactions
In terms of various areas of gro#th- 4;F firms have e=pressed interest in
e=panding their institutional clients- <<F firms intend to increase /II clients
and ;3F are interested in setting up G0 in India and aroad
In terms of IT penetration- <2F firms have provided their #esite and around
A;F firms have email facility

1;
DC School of Management and Technology
India Infoline Limited
A B!I,# -I%T(!*
India Infoline #as originally incorporated on 2ctoer 14- 1AA5 as !roity
7esearch and Services !rivate Limited at Mumai under the Companies &ct- 1A5<
#ith 7egistration 8o1 11 A3@A@1 India Infoline commenced operations as an
independent provider of information- analysis and research covering Indian
usinesses- financial mar$ets and economy- to institutional customers1 India Infoline
ecame a pulic limited company on &pril 24- 2999 and the name of the Company
#as changed to !roity 7esearch and Services Limited1 The name of the Company
#as changed to India Infoline1com Limited on May 23- 2999 and later to India
Infoline Limited on March 23- 29911
In 1AAA- India Infoline1com identified the potential of the Internet to cater to
a mass retail segment and transformed our usiness model from providing
information services to institutional customers to retail customers1 Hence India
Infoline launched Internet portal- ###1indiainfoline1com in May 1AAA and started
providing ne#s and mar$et information- independent research- intervie#s #ith
usiness leaders and other speciali(ed features1
In May 2999- the name of India Infoline #as changed to India Infoline1com
Limited to reflect the transformation of our usiness1 2ver a period of time- India
Infoline1com has emerged as one of the leading usiness and financial information
services provider in India1
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DC School of Management and Technology
India Infoline Limited
In the year 2999- India Infoline leveraged its position as a provider of
financial information and analysis y diversifying into transactional services-
primarily for online trading in shares and securities and online as #ell as offline
distriution of personal financial products- li$e mutual funds and 7'I 'onds1 These
activities #ere carried on y our #holly o#ned susidiaries1
India Infoline ro$ing services #as launched under the rand name of
5paisa1com through our susidiary- India Infoline Securities !rivate Limited and
###15paisa1com- the e3ro$ing portal- #as launched for online trading in Guly 29991
It comined competitive ro$erage rates and research- supported y Internet
technology esides investment advice from an e=perienced team of research analysts-
India Infoline also offer real time stoc$ ?uotes- mar$et ne#s and price charts #ith
multiple tools for technical analysis1
Facilitie&
India InfolineBs main offices are located in appro=imately ;-999 s?uare feet
of office space located in Mumai- India1 India Infoline 'ranches collectively occupy
an additional 19-999 s?uare feet of office space located throughout India- &s on
March 31- 2995- India Infoline has @3 ranches across 3< locations in India1
Ter'inal&
&lmost 52F of the terminals in the sample are ased in the Eestern region of
India- follo#ed y 25F in the 8orth- 13F in the South and 19F in the >ast1 Mumai
has got the ma=imum representation from the Eest- Chennai from the South- 8e#
Delhi from the 8orth and .ol$ata from the >ast1
1<
DC School of Management and Technology
India Infoline Limited
)ranc"e& * S%+,)ro-er&
The ma=imum concentration of ranches is in the 8orth- #ith as many as ;9F
of all ranches located there- follo#ed y the Eestern region- #ith 31F ranches1
&round 2;F ranches are located in the South and >ast constitutes for 5F of the
total ranches of the total sample1
In case of su3ro$ers- almost 55F of them are ased in the South1 Eest and
8orth follo#- #ith 39F and 11F su3ro$ers respectively- #hereas >ast has around
;F of total su3ro$ers1
1@
DC School of Management and Technology
India Infoline Limited
Financial Mar-et&
The financial mar$ets have een classified as cash mar$et- derivatives mar$et-
det mar$et and commodities mar$et1 Cash mar$et- also $no#n as spot mar$et- is
the most sought after amongst investors1 Ma"ority of the sample ro$ing firms are
dealing in the cash mar$et- follo#ed y derivative and commodities1 2@F firms are
dealing only in the cash mar$et- #hereas 35F are into cash and derivatives1 &lmost
29F firms trade in cash- derivatives and commodities mar$et1 /irms that are into
cash- derivatives and det are @F1 2n the other hand- firms into cash and
commodities are 3F- cash I det mar$et and commodities alone are 2F1 ;F firms
trade in all the mar$ets1
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DC School of Management and Technology
India Infoline Limited
In the cash mar$et- around 3;F firms trade at 8S>- 1;F at 'S> and 52F
trade at oth e=changes1 In the e?uity derivative mar$et- ;4F of the sampled ro$ing
houses are memers of 8S> and @F trade at 'S>- #hile ;5F of the sample operate
in oth stoc$ e=changes1 &round ;3F of the ro$ing houses operating in the det
mar$et- trade at oth e=changes #ith 31F and 2<F firms uni?uely at 8S> and 'S>
respectively1
1A
DC School of Management and Technology
India Infoline Limited
Pro$%ct&
The survey also revealed that in the past couple of years- apart from trading-
the firms have started offering various investment related value added services1 The
sustained gro#th of the economy in the past couple of years has resulted in ro$ing
firms offering many diversified services related to I!2s- mutual funds- company
research etc1 Ho#ever- the core trading activity is still the predominant form of
usiness- forming A9F of the firms in the sample1 <@F firms are engaged in offering
I!2 related services1 The ro$ing industry seems to have capitali(ed on the gro#th
of the mutual fund industry- #hich #as pegged at ;9F in 299<1 More than 59F of
the sample ro$ing houses deal in mutual fund investment services1 The average
gro#th in assets under management in the last t#o years is almost ;4F1 Company
research is another lucrative area #here the ro$ing firms offer their servicesJ more
than 33F of the firms are engaged in providing company research services1
&dditionally- a host of other value added services such as fundamental and technical
analysis- investment an$ing- aritrage etc are offered y the firms at different
levels1
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DC School of Management and Technology
India Infoline Limited
2f the total sample of ro$ing houses providing trading services- 52F are ased in
the Eest- follo#ed y 25F from 8orth- 13F from South and 19F from the >ast1
&round 59F of the firms offering I!2 related services are ased in the Eest as
compared to 2@F in 8orth- 13F in South and 19F in >ast1 In providing mutual
funds services- the Eestern region #as dominant amounting to ;AF follo#ed y
2@F from 8orthJ The South and the >ast are almost at par #ith 13F and 11F
respectively1
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DC School of Management and Technology
India Infoline Limited
F%t%re Plan&
<4F of the firms from the sample have envisaged strategies for future gro#th1
Eith the middle class Indian investor as #ell as foreign investor #illing to invest in
the stoc$ mar$et- ma"ority of the firms preferred e=pansion of institutional and the
/oreign Institutional Investor clients in their areas of gro#th1 &round 4;F have
sho#n interest in e=panding their institutional client ase1 8early 51F of such firms
are located in the Eest- 25F in 8orth- 15F are from South and AF from >ast1 Since
the past couple of years- India- along #ith .orea and Tai#an- has een one of the
preferred destinations for the /IIs1 Eith corporate restructuring- rising mar$et
capitali(ation and sectoral friendly policies helping the /IIs- more than t#o thirds of
the firms are interested in increasing their /II client ase1 &mongst these firms- #est
again has ma=imum representation of 53F- follo#ed y 8orth #ith 22F1 South has
15F firms and >ast ma$es up for AF1
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DC School of Management and Technology
India Infoline Limited
COMPAN PROFI(E
23
DC School of Management and Technology
India Infoline Limited
A P!(#I+, (N
IN"IA IN#(+IN, +I.IT,"
A+o%t t"e'
&re a one stop financial services shop- most respected for ?uality of its advice- are a
one3 stop financial services shop- most respected for ?uality of its advice-
personali(ed service and cutting3edge technology1
Vi&ion
India Infoline vision is to e the most respected company in the financial services
space1
In$ia Infoline .ro%p
The India Infoline group- comprising the holding company- India Infoline
Limited and its #holly3o#ned susidiaries- straddle the entire financial services space
offerings ranging from >?uity research- >?uities and derivatives trading- Commodities
trading - portfolio Management Services- Mutual /unds- Life Insurance- /i=ed deposits-
*oI onds and other small savings instruments to loan products and investment
an$ing1 India Infoline also o#ns and manages the #esites ###1indiainfoline1com and
###15paisa1com1
The company has a net#or$ of 5A< ranches spared across 3;5 cities and
to#ns1 It has more than 599-999 customers1
2;
DC School of Management and Technology
India Infoline Limited
In$ia Infoline (t$.
India Infoline Limited is listed on oth the leading stoc$ e=changes in India-
vi(1 the stoc$ >=change- Mumai +'S>, and the 8ational Stoc$ >=change +8S>, and is
also a memer of oth the e=changes1 It is engaged in the usinesses of >?uities
ro$ing- Eealth &dvisory Services and !ortfolio Management Services1 It offers
ro$ing services in the Cash and Derivatives segments of the 8S> as #ell as the Cash
segment of the 'S>
& S>'I authori(ed !ortfolio ManagerJ it offers !ortfolio Management Services to
clients1 These services are offered to clients as different schemes- #hich are ased on
differing investment strategies made to reflect the varied ris$3return preferences of
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DC School of Management and Technology
India Infoline Limited
clients1
In$ia Infoline Me$ia an$ Re&earc" Service& (i'ite$.
The content services represent a strong support that drives the ro$ing-
commodities- mutual fund and portfolio management services usinesses1 7evenue
generation is through the sale of content to financial and media houses- Indian as #ell
as gloal1
It underta$es e?uities research #hich is ac$no#ledged y none other than
/ores as C'est of the EeC and CKa must read for investors in &siaC1 India Infoline
research is availale not "ust over the internet ut also on international #ire services
li$e 'loomerg1
In$ia Infoline Co''o$itie& (i'ite$.
India Infoline Commodities !vt Limited is engaged in the usiness of
commodities ro$ing1 2ur e=perience in securities ro$ing empo#ered us #ith the
re?uisite s$ills and technologies to allo# us offer commodities ro$ing as a contra3
cyclical alternative to e?uities ro$ing1 Ee en"oy memerships #ith the MCL and
8CD>L- t#o leading Indian commodities e=changes- and recently ac?uired
memership of D*CL11
In$ia Infoline Mar-etin/ * Service&
India Infoline Mar$eting and Services Limited is the holding company of India
Infoline Insurance Services Limited and India Infoline Insurance 'ro$ers Limited1
+a, India Infoline Insurance Services Limited is a registered Corporate &gent #ith the
Insurance 7egulatory and Development &uthority +I7D&,1 It is the largest Corporate
2<
DC School of Management and Technology
India Infoline Limited
&gent for ICICI !rudential Life Insurance Co Limited- #hich is IndiaCs largest private
Life Insurance Company1
+, India Infoline Insurance 'ro$ers Limited India Infoline Insurance 'ro$ers
Limited is a ne#ly formed susidiary #hich #ill carry out the usiness of Insurance
ro$ing1 Ee have applied to I7D& for the insurance ro$ing licence and the
clearance for the same is a#aited1
In$ia Infoline Inve&t'ent Service& (i'ite$
Consolidated shareholdings of all the susidiary companies engaged in loans
and financing activities under one susidiary1 7ecently- 2rient *loal- a Singapore3
ased investment institution invested USD @<1@ million for a 2215F sta$e in India
Infoline Investment Services1
2@
DC School of Management and Technology
India Infoline Limited
0HERE INDIA INFO(INE STAND IN THE MAR1ET
I8DI& I8/2LI8> one of the leading financial intermediaries and IndiaCs most
popular #esite for usiness and investment1 Its Eesite has een rated as C'est of
the EeC y /ores- under the &sia Investing category1
'esides providing up3to3date and comprehensive information on usiness and
industry- It is also a leading investment intermediary for Mutual /unds- 'onds-
ICICI : ID'I 'onds- *ovt1 7elief 'onds- Insurance- I!2s and /i=ed Deposits in
India1 India Infoline is direct ro$ers: agents #ith leading financial institutions li$e
7'I- UTI- LIC- *IC- ICICI- ID'I and other private mutual fund li$e HD/C- &lliance-
!rudential ICICI- Templeton- T&T&- HS'C- Standard I Chartered- Sun /IC- 'irla-
DS! Merrill Lynch- .ota$- ILI/S- Sundaram- Murich and 7eliance1
The company has more than 599 Investor points in all the leading cities across
India- #ith a team of trained and ?ualified investment advisors and 1599Nassociates
+su ro$ers,1 Company e3ro$ing #e site 5paisa1com- #hich deals in shares-
provides you fast- secure and easy to use trading facilities comined #ith a #ealth of
outstanding products and features1 Thus- #e are uni?uely placed #ith oth online and
offline presence to ma=imi(e customer satisfaction1
India Infoline is a gro#ing organi(ation- #hich is an ideal place for individuals
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DC School of Management and Technology
India Infoline Limited
#ith high amitions1 The #or$ing atmosphere is highly charged #ith a young and
energetic team of ?ualified professionals1
MAR1ETIN. STRATE. OF INDIA INFO(INE
Mar-et Po&itionin/2
Mar$et positioning statements of India Infoline are %&t India Infoline #e give
you single #indo# service) and %Ee also ensure your comfort)1 So- India Infoline
focus on the consumers #ho prefer almost all investment activities at same place y
providing numer of various financial services1 &t India Infoline a person can
purchase or sell shares- deentures etc1 and at the same place also demat it1 India
Infoline also provides other investment option to the same person at same place li$e
Mutual /und- Insurance- /i=ed Deposit- and 'onds etc1 and help the person in
designing his portfolio1 'y this #ay India Infoline provides comfort to its customers1
Tar/et Mar-et2
India Infoline uses demographic segmentation strategy and segment people
ased on their occupation1 India Infoline uses selective speciali(ation strategy for
mar$et targeting1 Target person for the India Infoline Stoc$ 'ro$ing and India
Infoline Investment Service are persons #ho can #or$ as su3ro$er for the
companies1 Companies focus on &dvisors of Insurance and post office- Ta=
consultants and C&s for ma$ing su3ro$er1
2A
DC School of Management and Technology
India Infoline Limited
Mar-etin/ c"annel S3&te'2
India Infoline uses one level mar$eting channel for investment product
distriution1 Su3ro$ers #or$ as intermediary et#een consumer and company1
Company has oth for#ard and ac$#ard flo# of activity through channel1 Company
distriutes stationery- ro$erage- and information for#ard to its su3ro$er1 The su3
ro$ers send filled forms- ?ueries- amount of investment etc1 ac$ to the company1
Trainin/ C"annel Me'+er&2
India Infoline provides training to the su3ro$ers ecause they #ill e vie#ed
as the company y the investors1 The e=ecutives of India Infoline e=plain various ne#
schemes of investment to the su3ro$ers #ith its o"ective- ris$ factors and e=pected
return1 Company also periodically arrange seminar to guide su3ro$ers1
A$verti&in/ an$ Pro'otion2
The o"ective of advertising of India Infoline is to create a#areness aout
services of India Infoline among investors and su3ro$ers1
India Infoline also pulishes its #ee$ly Stoc$ Mar$et 8e#sletter OMar$et MantraB1
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DC School of Management and Technology
India Infoline Limited
COMPETITORS DETAI(S
1ARV
.&70P is a premier integrated financial services provider- and ran$ed among
the top five in the country in all its usiness segments- services over 1< million
individual investors in various capacities- and provides investor services to over 399
corporate- comprising the #ho is #ho of Corporate India1 .arvy has a professional
management team and ran$s among the est in technology- operations and research of
various industrial segments1
ICICI DIRECT
ICICI Ee Trade Limited +IETL, maintains ###1icicidirect1com +herein after
referred to as the QEesiteQ, #hereas IETL is an affiliate of ICICI 'an$ Limited and
the Eesite is o#ned y ICICI 'an$ Limited1 IETL has launched and estalished an
online trading service on the Eesite1
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DC School of Management and Technology
India Infoline Limited
HDFC SECURIT
HD/C security is the susidiary of HD/C +Housing Development /inancial
Corporation,1 ###1hdfcsec1com #ould have an e=clusive discretion to decide the
customers #ho #ould e entitled to its online investing services1 ###1hdfcsec1com
also reserves the right to decide on the criteria ased on #hich customers #ould e
chosen to participate in these services 1The present #e site +###1hdfcsec1com,
contains features of services that they offer:propose to offer in due course1 The launch
of ne# services is su"ect to the clearance of the regulators1 i1e1 S>'I- 8S> and 'S>1
INDIA)U((S SECURITIES (IMITED
Indiaulls Securities Limited #as incorporated as *!/ Securities !rivate
Limited on Gune A- 1AA51 The name of the company #as changed to 2ris Securities
!rivate Limited on Decemer 15- 1AA5 to change the profile of the company and
suse?uently due to the conversion of the company into a pulic limited companyJ
the name #as further changed to 2ris Securities Limited on Ganuary 5- 299;1 The
name of the company #as again changed to Indiaulls Securities Limited on /eruary
1<- 299; so as to capitali(e on the rand image of the term %Indiaulls) in the
company name1 ISL is a corporate memer of capital mar$et I derivative segment of
The 8ational Stoc$ >=change of India Ltd1 &t present- ISL accounts for
appro=imately 3F of the total daily turnover of the >=change #ith 32-35A client
relationships and @9 ranches spread across the country as of &pril 39- 299;1
32
DC School of Management and Technology
India Infoline Limited

CHAPTER ! II
RESEARCH DESI.N
33
DC School of Management and Technology
India Infoline Limited
Chapter II
!esearch "esign
/.0
/./
/.'
/.1
/.2
/.3
/.4
Title of the Pro5ect !eport
(b5ectives of the study
Purpose of the study
+iterature !eview
-ypothesis
.ethodology
+imitations of the study
3;
DC School of Management and Technology
India Infoline Limited
A study on Customer satisfaction towards the services provided by
India Infoline with special reference to Bangalore zonal office
35
DC School of Management and Technology
India Infoline Limited
(B6,CTI,%
11 To study the satisfaction level of ro$erage1
21 To understand the satisfaction level of clients #ith India Infoline regarding tips1
31 To understand the satisfaction level of clients #ith India Infoline regarding
trade confirmation1
;1 To study the satisfaction level of fle=iility provided y India Infoline1
51 To understand the satisfaction level of clients #ith India Infoline regarding
service provided y staff1
<1 To study the overall satisfaction level1
3<
DC School of Management and Technology
India Infoline Limited
P)!P(%, (# T-, %T)"*
The purpose of the study is to $no# the e=pectations of those customers #ho trading
in I8DI& I8/2LI8> LTD and the satisfaction levels of customers #ith the services
provided y the I8DI& I8/2LI8> LTD1
Here the main purpose of the survey is to $no# the various factors that are very
important in satisfying the customerBs needs and to $no# ho# I8DI& I8/2LI8>
LTD is ensuring its customers satisfaction1
The e=pectations of customers are vary from one customer to the other customer1 It is
very difficult to any usiness firm to satisfy all the e=pectations of all customers ut
there are some common factors that are essential to fulfill1
3@
DC School of Management and Technology
India Infoline Limited
+iterature !eview
In this 21st century the digital revolution has transformed the economy in to a
ne# economy #hich empo#ered the customer #ith ne# set of capailities such asJ
11&ccess to greater amount of information- 21Eider variety of availale good and
services 31*reater ease of interacting #ith the service provider1
This ne# capaility in the ne# economy led the customer to mar$et the
mar$eting and plays a very vital role in the gro#th of the mar$et1 It is essential in the
service industry in particular- place greater emphasis on the enalers leading to
customer satisfaction and customer retention1 It is in this conte=t is very important to
understand the customer re?uirements to provide value3+DS! 3 Duality- Service and
!rice, and trac$ and manage the customer satisfaction for retention and creation of
ne# customers1
In Service industry it is not enough if the product meets the functional
re?uirements of the customer- it should also meet certain other customer e=pectations
li$e the ehaviors:attitude of the person #ho provides service1 The customer
satisfaction is the comination of oth technical features I human ehavioural
aspects1 The ?uality management only addresses the systems and processesJ service
addresses the customer service independently1 In todayBs ne# economy- it is essential
to address the enalers for customer satisfaction for usiness gro#th #ith utmost
importance as they are interdependent in nature1
C%&to'er &ati&faction
34
DC School of Management and Technology
India Infoline Limited
Customer satisfaction can e represented as follo#s1
Customer satisfactionR!erformance /eatures N 'ehavioural /eatures N !rice1
!erformance features address the issues on Conformance to the standards and
0ariaility and the ehavioural aspects of service provider deals #ith the follo#ing
components of service #hich is a ma"or enaler for the gro#th of the usiness as
indicated in the research pulications1
If customer e=perience matches customer e=pectations- leads to customer
satisfaction and if customer e=perience doesnBt match Customer >=pectation- leads to
Customer dissatisfaction1 2n similar lines if it e=ceeds e=pectation leads to Customer
Delight1
The title of &rticle is %Does customer satisfaction lead to profitailityS)
&uthor+s,6 Timothy L1 .einingham- Tiffany !er$ins3Munn- Ler(an &$soy1
!ulisher6 >merald *roup !ulishing Limited
!urpose T Many researchers have proposed a virtuous chain of effects from improved
customer satisfaction to profits1 In particular- satisfaction is thought to improve share3
of3spending- #hich in turn leads to higher customer revenue and customer
profitaility1 This paper aims to e=amine these proposed lin$ages using data from the
institutional securities industry1
3A
DC School of Management and Technology
India Infoline Limited
-*P(T-,%I%
11 7elationship et#een ro$erage and customer satisfaction1
Hypothesis 3 1
H9 T There is no significant relation et#een ro$erage and customer satisfaction
H& T There is a significant relation et#een ro$erage and customer satisfaction1
21 7elationship et#een tips and customer satisfaction1
Hypothesis 3 2
H9 T There is no significant relation et#een tips and customer satisfaction
H& T There is a significant relation et#een tips and customer satisfaction1
31 7elationship et#een Trade confirmation and customer satisfaction1
Hypothesis 3 3
H9 T There is no significant relation et#een trade confirmation and customer
satisfaction
H& T There is a significant relation et#een trade confirmation and customer
satisfaction1
;1 7elationship et#een /le=iility and customer satisfaction1
Hypothesis 3 ;
H9 T There is no significant relation et#een fle=iility and customer satisfaction
H& T There is a significant relation et#een fle=iility and customer satisfaction1
;9
DC School of Management and Technology
India Infoline Limited
51 7elationship et#een customer support and customer satisfaction1
Hypothesis 3 5
H9 T There is no significant relation et#een customer support and customer
satisfaction
H& T There is a significant relation et#een customer support and customer
satisfaction1
<1 7elationship et#een clarity of information and customer
satisfaction1
Hypothesis 3 <
H9 T There is no significant relation et#een clarity of information and customer
satisfaction
H& T There is a significant relation et#een clarity of information and customer
satisfaction1
@1 7elationship et#een time ta$en to respond to telephone en?uiries
and customer satisfaction1
Hypothesis 3 @
H9 T There is no significant relation et#een time ta$en to respond to telephone
en?uiries and customer satisfaction
H& T There is a significant relation et#een time ta$en to respond to telephone
en?uiries and customer satisfaction1
;1
DC School of Management and Technology
India Infoline Limited
41 7elationship et#een staff treating as a valuale customer and
customer satisfaction1
Hypothesis 3 4
H9 T There is no significant relation et#een staff treating as a valuale customer and
customer satisfaction
H& T There is a significant relation et#een staff treating as a valuale customer and
customer satisfaction1
;2
DC School of Management and Technology
India Infoline Limited
!,%,A!C- .,T-("(+(7*
Type of !esearch T >=ploratory 7esearch1
The research design is usually conducted during the initial stage of the research
process1 The preliminary activities underta$en to refine the prolem into a
researchale one need not e formal or precise1 The purpose of the e=ploratory
research process is to progressively narro# the scope of the research topic and to
transform discovered prolems into defined ones- incorporating specific research
o"ectives1
Sa'ple $e&i/n
Sa'plin/ $e&i/n T The sampling method adopted for research #or$ #as
Convenience sampling method1
Sa'ple &i4e , The sample selected #as 3991 The data collection method #as ased on
the follo#ing6
Sa'plin/ Unit T !rofessional
Varia+le& of t"e St%$3
Dependent 0ariale T 2verall satisfaction
Independent 0ariale T 'ro$erage- Tips- Trade confirmation- /le=iility- Customer
support- Speed of service- Clarity of information- Time ta$en to respond to telephone
en?uiries- staff treating as a valuale customer1
;3
DC School of Management and Technology
India Infoline Limited
Met"o$ of Data collection
The sources of the data for the study #ere primary data1 The ?uestionnaire #as
prepared and administered to collect the relevant primary data1 The data collection
method #as ased on Duestionnaire and 2servation1

Met"o$ of anal3&i& of $ata
Data collected through ?uestionnaires is analy(ed using techni?ues and association
test1 It is done through correlation analysis- chi s?uare test- S$e#ness- .urtosis1
Correlation refers to the relationship et#een t#o or more variales1 Here #e can
find out independent variales li$e 'ro$erage- Tips- Trade confirmation- /le=iility-
Customer support- Speed of service- Clarity of information- Time ta$en to respond to
telephone en?uiries- staff treating as a valuale customer and dependant variale is
overall satisfaction1
S$e#ness denotes the symmetry of distriution1 S$e#ness may e either positive or
negative1 Ehen mean R median R mode that represents symmetry of distriution1
Ehen the s$e#ness value is (ero- it also represents symmetry of distriution1
.urtosis indicates #hether the distriution is more flat of or more pea$ed then the
normal distriution1 & measure of $urtosis is there for a measure of pea$edness1
Ehen the value of $urtosis is 3- #e can apply ( test- t test and any other test1
&s a non parametric test chi s?uare is used for
11 Testing the goodness of fit et#een oserved and accepted fre?uency1
21 Testing the independent of t#o attriutes1
;;
DC School of Management and Technology
India Infoline Limited
+I.ITATI(N% (# T-, %T)"*
&s the data #ill e collected through ?uestionnaire- there are chances of iased
information provided y the respondent1
Heterogeneity among the respondents1
Inaility to respond to the ?uestionnaire due to lac$ of time1
The study is confined to the e=isting customers of I8DI& I8/2LI8> LTD
only1
;5
DC School of Management and Technology
India Infoline Limited
CHAPTER ! III
ANA(SIS *
INTERPRETATION
;<
DC School of Management and Technology
India Infoline Limited
11 Correlation et#een Customer Satisfaction and 'ro$erage

-verall
#atisfaction Bro&erage
-verall #atisfaction Pearson Correlation + ;G(+!II"
#ig; !8*tailed"
; ;(((
'
F(( F((
Bro&erage Pearson Correlation
;G(+!II" +
#ig; !8*tailed"
;((( ;
'
F(( F((
II Correlation is significant at the (;(+ level !8*tailed";
I8/>7>8C>6 3 The aove tale sho#s a moderate positive correlation et#een
customer satisfaction and ro$erage1 +1;91, and also have level of significance less
than 195
*oodness of fit test3 goodness of fit of the aove test can do #ith a nonparametric test
chi s?uare ecause the distriution is not normal distriution1
Stati&tic&
;@
DC School of Management and Technology
2verall satisfaction 'ro$erage
S$e#ness
Std >rror of S$e#ness
.urtosis
Std >rror of .urtosis
31A1A
11;1
311;A
1241
3119@@
11;1
1995
1241
India Infoline Limited
Here- #e can see that ma=imum numer of clients i1e1- 14< clients are satisfied #ith
the service provided y India Infoline regarding ro$erage charged- #hile in the
otherhand only 2< clients are dissatisfied #ith the ro$erage charged1


Test %tatistics

-verall
#atisfaction Bro&erage
Chi*
#quare!a5b"
8?>;F>H +F(;+>(
Df
G 8
Asymp; #ig;
;((( ;(((
a ( cells !;(J" have e<pected frequencies less than @; 7he minimum e<pected cell frequency is >(;(;
b ( cells !;(J" have e<pected frequencies less than @; 7he minimum e<pected cell frequency is +((;(;
&ccording to the aove tale calculated chi s?uare value is greater than tale value
and significant at less than 195 so #e no accept the null hypothesis hence #e accept
the alternate hypothesis1
;4
DC School of Management and Technology
India Infoline Limited
21 Correlation et#een Customer Satisfaction and Tips

-verall
#atisfaction 7ips
-verall #atisfaction Pearson Correlation + ;G@>!II"
#ig; !8*tailed"
; ;(((
'
F(( F((
7ips Pearson Correlation
;G@>!II" +
#ig; !8*tailed"
;((( ;
'
F(( F((
II Correlation is significant at the (;(+ level !8*tailed";
I8/>7>8C>6 3 The aove tale sho#s a moderate positive correlation et#een
customer satisfaction and tips1 +1;5<, and also have level of significance less than 195
*oodness of fit test3 goodness of fit of the aove test can do #ith a nonparametric test
chi s?uare ecause the distriution is not normal distriution1
Stati&tic&
;A
DC School of Management and Technology
2verall
satisfaction
Tips
S$e#ness
Std >rror of S$e#ness
.urtosis
Std >rror of .urtosis
31A1A
11;1
311;A
1241
311<2
11;1
1A@@
1241
India Infoline Limited
Here- #e can see that ma=imum numer of clients i1e1- 113 clients are neither
satisfied nor dissatisfied #ith the service provided y India Infoline regarding tips
+Intraday- Delivery- Investment,- #hile in the otherhand #e can see that A; clients are
satisfied #ith the service provided- and 4< clients are dissatisfied #ith the service
provided1
Test %tatistics

-verall
#atisfaction 7ips
Chi*
#quare!a"
8?>;F>H +)F;?>H
df
G G
Asymp; #ig;
;((( ;(((
a ( cells !;(J" have e<pected frequencies less than @; 7he minimum e<pected cell frequency is >(;(;
&ccording to the aove tale calculated chi s?uare value is greater than tale value
and significant at less than 195 so #e no accept the null hypothesis hence #e accept
the alternate hypothesis1
59
DC School of Management and Technology
India Infoline Limited
31 Correlation et#een Customer Satisfaction and Trade confirmation

-verall
#atisfaction
7rade
Confirmation
-verall #atisfaction Pearson Correlation + ;@@+!II"
#ig; !8*tailed"
; ;(((
'
F(( F((
7rade Confirmation Pearson Correlation
;@@+!II" +
#ig; !8*tailed"
;((( ;
'
F(( F((
II Correlation is significant at the (;(+ level !8*tailed";
I8/>7>8C>6 3 The aove tale sho#s a moderate positive correlation et#een
customer satisfaction and trade confirmation1 +1551, and also have level of
significance less than 195
*oodness of fit test3 goodness of fit of the aove test can do #ith a nonparametric test
chi s?uare ecause the distriution is not normal distriution1
Stati&tic&
51
DC School of Management and Technology
2verall
satisfaction
Trade
confirmation
S$e#ness
Std >rror of S$e#ness
.urtosis
Std >rror of .urtosis
31A1A
11;1
311;A
1241
314@5
11;1
1222
1241
India Infoline Limited
Here- #e can see that ma=imum numer of clients i1e1- <1F of the clients are satisfied
#ith the service provided y India Infoline regarding trade confirmation- #hile in the
otherhand #e can see that 1;F of the clients are dissatisfied #ith the service
provided1
Test %tatistics

-verall
#atisfaction
7rade
Confirmation
Chi*
#quare!a5b"
8?>;F>H 8F>;+FF
df
G F
Asymp; #ig;
;((( ;(((
a ( cells !;(J" have e<pected frequencies less than @; 7he minimum e<pected cell frequency is >(;(;
b ( cells !;(J" have e<pected frequencies less than @; 7he minimum e<pected cell frequency is H@;(;
&ccording to the aove tale calculated chi s?uare value is greater than tale value
and significant at less than 195 so #e no accept the null hypothesis hence #e accept
the alternate hypothesis1
52
DC School of Management and Technology
India Infoline Limited
;1 Correlation et#een Customer Satisfaction and /le=iility

-verall
#atisfaction /le<ibility
-verall #atisfaction Pearson Correlation + ;@G+!II"
#ig; !8*tailed"
; ;(((
'
F(( F((
/le<ibility Pearson Correlation
;@G+!II" +
#ig; !8*tailed"
;((( ;
'
F(( F((
II Correlation is significant at the (;(+ level !8*tailed";
I8/>7>8C>6 3 The aove tale sho#s a moderate positive correlation et#een
customer satisfaction and fle=iility1 +15;1, and also have level of significance less
than 195
*oodness of fit test3 goodness of fit of the aove test can do #ith a nonparametric test
chi s?uare ecause the distriution is not normal distriution1
Stati&tic&
53
DC School of Management and Technology
2verall
satisfaction
/le=iility
S$e#ness
Std >rror of S$e#ness
.urtosis
Std >rror of .urtosis
31A1A
11;1
311;A
1241
31@@<
11;1
1;1A
1241
India Infoline Limited
Here- #e can see that ma=imum numer of clients i1e1- 52F of the clients are
satisfied #ith the service provided y India Infoline regarding fle=iility- #hile in the
otherhand #e can see that 1<F of the clients are dissatisfied y the service provided1
Test %tatistics

-verall
#atisfaction /le<ibility
Chi*
#quare!a"
8?>;F>H 8)>;H((
df
G G
Asymp; #ig;
;((( ;(((
a ( cells !;(J" have e<pected frequencies less than @; 7he minimum e<pected cell frequency is >(;(;
&ccording to the aove tale calculated chi s?uare value is greater than tale value
and significant at less than 195 so #e no accept the null hypothesis hence #e accept
the alternate hypothesis1
5;
DC School of Management and Technology
India Infoline Limited
51 Correlation et#een Customer Satisfaction and Customer support

-verall
#atisfaction
Customer
#upport
-verall #atisfaction Pearson Correlation + ;>?8!II"
#ig; !8*tailed"
; ;(((
'
F(( F((
Customer #upport Pearson Correlation
;>?8!II" +
#ig; !8*tailed"
;((( ;
'
F(( F((
II Correlation is significant at the (;(+ level !8*tailed";
I8/>7>8C>6 3 The aove tale sho#s a moderate positive correlation et#een
customer satisfaction and Customer support1 +1<A2, and also have level of
significance less than 195
*oodness of fit test3 goodness of fit of the aove test can do #ith a nonparametric test
chi s?uare ecause the distriution is not normal distriution1
Stati&tic&
55
DC School of Management and Technology
2verall
satisfaction
Customer
support
S$e#ness
Std >rror of S$e#ness
.urtosis
Std >rror of .urtosis
31A1A
11;1
311;A
1241
314A;
11;1
19@5
1241
India Infoline Limited
Here- #e can see that ma=imum numer of clients i1e1- 53F of the clients are satisfied
#ith the service provided y India Infoline regarding customer support- #hile in the
otherhand #e can see that 1<F of the clients are dissatisfied #ith the service
provided1
Test %tatistics

-verall
#atisfaction
Customer
#upport
Chi*
#quare!a"
8?>;F>H 8>>;H>H
Df
G G
Asymp; #ig;
;((( ;(((
a ( cells !;(J" have e<pected frequencies less than @; 7he minimum e<pected cell frequency is >(;(;
&ccording to the aove tale calculated chi s?uare value is greater than tale value
and significant at less than 195 so #e no accept the null hypothesis hence #e accept
the alternate hypothesis1
5<
DC School of Management and Technology
India Infoline Limited
<1 Correlation et#een Customer Satisfaction and Speed of service

-verall
#atisfaction
#peed of
#ervice
-verall #atisfaction Pearson Correlation + ;)?F!II"
#ig; !8*tailed"
; ;(((
'
F(( F((
#peed of #ervice Pearson Correlation
;)?F!II" +
#ig; !8*tailed"
;((( ;
'
F(( F((
II Correlation is significant at the (;(+ level !8*tailed";
I8/>7>8C>6 3 The aove tale sho#s a moderate positive correlation et#een
customer satisfaction and speed of service1 +14A3, and also have level of significance
less than 195
*oodness of fit test3 goodness of fit of the aove test can do #ith a nonparametric test
chi s?uare ecause the distriution is not normal distriution1
Stati&tic&
Here-
#e can see that ma=imum numer of clients i1e1- 51F of the clients are satisfied #ith
the service provided y India Infoline regarding speed of service- #hile in the
otherhand #e can see that 29F of the clients are dissatisfied #ith the service
provided1
5@
DC School of Management and Technology
2verall
satisfaction
Speed of
service
S$e#ness
Std >rror of S$e#ness
.urtosis
Std >rror of .urtosis
31A1A
11;1
311;A
1241
31@23
11;1
1512
1241
India Infoline Limited
Test %tatistics

-verall
#atisfaction
#peed of
#ervice
Chi*
#quare!a"
8?>;F>H 8F?;F>H
df
G G
Asymp; #ig;
;((( ;(((
a ( cells !;(J" have e<pected frequencies less than @; 7he minimum e<pected cell frequency is >(;(;
&ccording to the aove tale calculated chi s?uare value is greater than tale value
and significant at less than 195 so #e no accept the null hypothesis hence #e accept
the alternate hypothesis1
@1 Correlation et#een Customer Satisfaction and clarity of information

-verall
#atisfaction
Clarity of
information
-verall #atisfaction Pearson Correlation + ;>?G!II"
#ig; !8*tailed"
; ;(((
'
F(( F((
Clarity of information Pearson Correlation
;>?G!II" +
#ig; !8*tailed"
;((( ;
'
F(( F((
II Correlation is significant at the (;(+ level !8*tailed";
I8/>7>8C>6 3 The aove tale sho#s a moderate positive correlation et#een
customer satisfaction and clarity of information1 +1<A;, and also have level of
significance less than 195
54
DC School of Management and Technology
India Infoline Limited
*oodness of fit test3 goodness of fit of the aove test can do #ith a nonparametric test
chi s?uare ecause the distriution is not normal distriution1
Stati&tic&
Here- #e can see that ma=imum numer of clients i1e1- 125 clients are satisfied #ith
the service provided y India Infoline regarding clearity of information- #hile in the
othernhand #e can see that <; clients are dissatisfied #ith the service provided1
Test %tatistics

-verall
#atisfaction
Clarity of
information
Chi*
#quare!a"
8?>;F>H +)H;8>H
df
G G
5A
DC School of Management and Technology
2verall
satisfaction
Clarity of
information
S$e#ness
Std >rror of S$e#ness
.urtosis
Std >rror of .urtosis
31A1A
11;1
311;A
1241
31;<A
11;1
1<2@
1241
India Infoline Limited
Asymp; #ig;
;((( ;(((
a ( cells !;(J" have e<pected frequencies less than @; 7he minimum e<pected cell frequency is >(;(;
&ccording to the aove tale calculated chi s?uare value is greater than tale value
and significant at less than 195 so #e no accept the null hypothesis hence #e accept
the alternate hypothesis1
41 Correlation et#een Customer Satisfaction and time ta$en to respond
to telephone en?uiries

-verall
#atisfaction
7ime ta&en to
respond to
telephone
enquiries
-verall #atisfaction Pearson Correlation + ;@>8!II"
#ig; !8*tailed"
; ;(((
'
F(( F((
7ime ta&en to respond
to telephone enquiries
Pearson Correlation
;@>8!II" +
#ig; !8*tailed"
;((( ;
'
F(( F((
II Correlation is significant at the (;(+ level !8*tailed";
I8/>7>8C>6 3 The aove tale sho#s a moderate positive correlation et#een
customer satisfaction and time ta$en to respond to telephone en?uiries1 +15<2, and
also have level of significance less than 195
*oodness of fit test3 goodness of fit of the aove test can do #ith a nonparametric test
chi s?uare ecause the distriution is not normal distriution1
Stati&tic&
<9
DC School of Management and Technology
India Infoline Limited
Here- #e can see that ma=imum numer of clients i1e1- 153 clients are satisfied #ith
the service provided y India Infoline regarding respond to telephone- #hile in the
otherhand only ;A clients are dissatisfied #ith the service provided1
Test %tatistics

-verall
#atisfaction
7ime ta&en to
respond to
telephone
enquiries
Chi*
#quare!a"
8?>;F>H 8>8;?FF
df
G G
Asymp; #ig;
;((( ;(((
a ( cells !;(J" have e<pected frequencies less than @; 7he minimum e<pected cell frequency is >(;(;
<1
DC School of Management and Technology
2verall
satisfaction
Time ta$en to
respond to telephone
en?uiries
S$e#ness
Std >rror of
S$e#ness
.urtosis
Std >rror of .urtosis
31A1A
11;1
311;A
1241
31<53
11;1
1;23
1241
India Infoline Limited
&ccording to the aove tale calculated chi s?uare value is greater than tale value
and significant at less than 195 so #e no accept the null hypothesis hence #e accept
the alternate hypothesis1
A1 Correlation et#een Customer Satisfaction and staff treating as a
valuale customer

-verall
#atisfaction
#taff 7reating
as a valuable
customer
-verall #atisfaction Pearson Correlation + ;>()!II"
#ig; !8*tailed"
; ;(((
'
F(( F((
#taff 7reating as a
valuable customer
Pearson Correlation
;>()!II" +
#ig; !8*tailed"
;((( ;
'
F(( F((
II Correlation is significant at the (;(+ level !8*tailed";
I8/>7>8C>6 3 The aove tale sho#s a moderate positive correlation et#een
customer satisfaction and staff treating as a valuale customer1 +1<94, and also have
level of significance less than 195
*oodness of fit test3 goodness of fit of the aove test can do #ith a nonparametric test
chi s?uare ecause the distriution is not normal distriution1
Stati&tic&
<2
DC School of Management and Technology
2verall
satisfaction
Staff treating as a
valuale customer
S$e#ness
Std >rror of
S$e#ness
.urtosis
Std >rror of .urtosis
31A1A
11;1
311;A
1241
31@<A
11;1
11;A
1241
India Infoline Limited
Here- #e can see that ma=imum numer of clients i1e1- 1<2 clients are satisfied #ith
the service provided y the staff +as a valuale customer, y India Infoline- #hile in
the otherhand #e can see that ;< clients are dissatisfied #ith the service provided y
the staff people1
Test %tatistics

-verall
#atisfaction
#taff 7reating
as a valuable
customer
Chi*
#quare!a"
8?>;F>H F();>>H
df
G G
Asymp; #ig;
;((( ;(((
a ( cells !;(J" have e<pected frequencies less than @; 7he minimum e<pected cell frequency is >(;(;
&ccording to the aove tale calculated chi s?uare value is greater than tale value
and significant at less than 195 so #e no accept the null hypothesis hence #e accept
the alternate hypothesis1
5 client& accor$in/ to /en$er /ro%p2
Male Female
245 55
<3
DC School of Management and Technology
India Infoline Limited
2ut of the total clients visited i1e1- 42F elongs to male category and 14F elongs to
female category1
5 Client& 6it" $ifferent a/e /ro%p2
20-30 31-40 ABOVE 40
117 181 2
<;
DC School of Management and Technology
India Infoline Limited
2ut of the total clients visited- ma"ority i1e1- <9F elongs to 31 years to ;9 years age
group- follo#ed y 29 years to 39 years age group #hich comprises of 3AF of the
clients visited- and the leftover clients i1e1- 1F +the least F, elongs to aove ;9 years
age group1
5 Client& 6it" $ifferent occ%pation2
Professional Businessman Retire !tuent ot"ers
220 #2 0 4 14
<5
DC School of Management and Technology
India Infoline Limited
2ut of the total clients- ma"ority i1e1- @3F are professional1 /ollo#ed y usinessman-
#hich comprises of 21F1 1F are students- ;F elongs to other category +li$e
house#ife- etc,- and retired is 9 i1e1- nil1
5 C%&to'er connecte$ to In$ia Infoline a&2
$emate a%& "oler
'ommoities a%&
"oler Mutual fun &ustomer (nsuran&e
300 0 0 0
<<
DC School of Management and Technology
India Infoline Limited
Here #e can see that all the clients visited- +199F, are connected to India Infoline as
a Demat &:c holder- rather than giving any #eightage to other financial products +li$e
Commodities &:C- Mutual fund- Insurance,1
5 C%&to'er connecte$ to In$ia Infoline &ince2
)ess t"en #
mont"s # mont"s - 1 *ear 1-2 +ear More t"en 2 +ear
2# #0 187 27
<@
DC School of Management and Technology
India Infoline Limited
The ma=imum numer of clients i1e1- <2F of the total clients are connected to India
Infoline since 132 years- follo#ed y 29F connected since < months to 1 year and the
least AF in more than 2 years as #ell as less than < months1
5 C%&to'er /at"erin/ infor'ation7 a6arene&& a+o%t tra$in/ fro' $ifferent
&o%rce&2
,V -e.s/a/er Frien Finan&ial A0isor Ot"ers
58 15 43 37 147
<4
DC School of Management and Technology
India Infoline Limited
2ut of the total clients- ma"ority i1e1- ;AF of clients gather information aout trading
from the sources li$e mail- some #e3sites +moneycontrol1com- loomerg-
dnaindia1com,-etc1 /ollo#ed y 1AF #hich gather information from television-15F
from friends- 12F from financial advisor- and the rest 5F from ne#spaper1
Main o+8ective& of inve&t'ent in E9%itie& an$ M%t%al f%n$& of 5 c%&to'er2
Ris1 Return ,a2 Bene3t 'a/ital A//re&iation !afet+
)i4uii
t+ Ot"er
0 2#3 0 18 0 15 0
<A
DC School of Management and Technology
India Infoline Limited
Ma=imum customers invest in >?uities and Mutual funds for getting a good return-
#hich is ovious from the chart sho#n aove1Here- #e can see that mo"ority of the
clients visited i1e1- 44F invest in e?uities for good return1<F for li?uidity and rest <F
for capital appreciation1
N%'+er of client& /ivin/ 'ore 6ei/"ta/e to t"e tip& co'in/ fro'2
Relations"i/
mana6er ,V
(nia (nfoline ,,
A0an&e ti/s Ot"ers
## 45 152 33
@9
DC School of Management and Technology
India Infoline Limited
2ut of the total numer of clients visited- ma=imum i1e1- 51F give more #eightage
to the tips coming from India Infoline TT &dvance tips1 22F of the client goes #ith
the tips coming from 7elationship Manager- 1<F goes #ith the tips coming from
television- and rest 11F goes #ith the tips coming from some other sources1
@1
DC School of Management and Technology
India Infoline Limited
CHAPTER ! IV
FINDIN.S: SU..ESTIONS *
CONC(USION
Chapter I
#indings$ %uggestions & Conclusion
@2
DC School of Management and Technology
India Infoline Limited
/indings
#uggestions
Conclusion
#IN"IN7%
@3
DC School of Management and Technology
India Infoline Limited
There is lo# positive correlation et#een ro$erage and overall satisfaction1
There is lo# positive correlation et#een tips and overall satisfaction1
There is a moderate positive correlation et#een customer support service and
overall satisfaction1
There is lo# positive correlation et#een fle=iility and overall satisfaction1
There is a moderate positive correlation et#een speed of service and overall
satisfaction1
There is a moderate positive correlation et#een Clarity of information and
overall satisfaction1
%)77,%TI(N%
@;
DC School of Management and Technology
India Infoline Limited
The suggestion is the Small investors prefer most economical fee on trading
and prefers negotiations therefore the company should offer services and fee
structure $eeping in mind such customers if they add significantly to ottom
line1
Lac$ of communication and advisories happen #hen relationship manager
moves out of the organi(ation and this has to e chec$ed so that the customer
doesnBt migrate to other ro$erage companies1
C(NC+)%I(N
The company should come up #ith innovative #ays of service at their
door steps this may e a costly affair ut #ill surely give positive results
in the long run1
@5
DC School of Management and Technology
India Infoline Limited
The company should ta$e the initiative of training the advisors aout the
trading from time to time #hich also ma$es the advisors connected to
the company1
The company should focus on the advertising strategy and also the
mar$eting of the product1
BIB+I(7!AP-*
!eferred Boo8s9

ar&eting anagement
* Philip &otler
3 Gary Amstrang
@<
DC School of Management and Technology
India Infoline Limited
:ebsites9
http6::EEE1I8DI&I8/2LI8>1C2M
http6::EEE15!&IS&1C2M
http6::EEE1M28>PC28T72L1C2M
http6::EEE1C&!IT&LI8>1C2M
http6::EEE1SH&7>.H&8 LTD1C2M
http6::EEE1I8DI&I8/2LI8>1C2M
http6::EEE1ICICIDI7>CT1C2M
http6::EEE1HD/CS>CU7ITP1C2M
http6::EEE1.&70P1C2M

Appendi;9
<A study on Customer satisfaction towards the services provided by
India Infoline with special reference to Bangalore zonal office=
;UESTIONAIRE
8ame6 KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK11
11 *ender6 Male /emale
@@
DC School of Management and Technology
India Infoline Limited
21 &ge6
a,1 'elo# 29 ,1 213 39 c,1 313 ;9 d,1 More then 59
31 2ccupation6
a,1 'usinessman ,1 Student c,1 !rofessional d,1 7etired !erson
e,1 2thers +!lease Specify,UUUUUUUUUU
;1 I am connected to India Infoline since6
a,1Less than < Months ,1 < months T 1 Pear
c,1 1 T 2 year d,1 More than 2 year
51 I am gathering information: a#areness aout trading from6
a,1 T10 ,1 8e#spaper c, /riends
d,1 /inancial &dvisor e, 2thers +!lease specify, UUUUUU
<1 Main o"ectives of investment in >?uities and Mutual funds are6
a,1 7is$ ,1 7eturn c,1 Ta= enefit
d,1 Capital &ppreciation e,1 Safety f,1 Li?uidity
g,1 2thers +please specify,UUUUUUUU
<1 I give more #eightage to tips coming from6 +in F,
a,1 7elationship manager UUUUUUU ,1 T10 UUUUUUUU
c,1 India Infoline TT &dvance tips UUUUUUUU d, 2thers +please specify, UUUUUUU
41 Satisfaction level #ith India Infoline1
Partic%lar& Hi/"l3
Di&&ati&fie$
Di&&ati&fie
$
Neit"er
Sati&fie$
Nor
Di&&ati&fie$
Sati&fie$ Hi/"l3
Sati&fie$
)ro-era/e
Tip&
=Intra$a3:Deliver3:I
nve&t'ent>
Tra$e
Confir'ation
Fle?i+ilit3
=F%n$
tran&fer>
@pai&a.co'
C%&to'er S%pport
Spee$ of Service 7
@4
DC School of Management and Technology
India Infoline Limited
Pro$%ct Delivere$
Clarit3 of
infor'ation or
a$vice provi$e$
Ti'e ta-en to
re&pon$ to
telep"one en9%irie&
Staff treatin/ 3o%
a& a val%a+le
c%&to'er
Overall Sati&faction
@A
DC School of Management and Technology