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India Infoline Limited
CHAPTER – I INTRODUCTION
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India Infoline Limited
Chapter 1
Introduction
1. Introduction
Industry Profile
Company Profile
Strategies of marketing
INTRODUCTION
Customersatisfaction is a measure of how products and services supplied by a
company can meet the customer’s expectations.
Customer satisfaction is still one of the single strongest predictors of customer
retention. It’s considerably more expensive to attract newcustomers than it is to
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keep old ones happy. In a climate of decreasing brand loyalties, understanding customer service and measuring customer satisfaction are very crucial.
There is obviously a strong link between customer satisfaction and customer
retention. Customer's perception of Service and Quality of product will determine the
success of the product or service in the market.
With better understanding of customers' perceptions, companies can determine
the actions required to meet the customers' needs. They can identify their own
strengths and weaknesses, where they stand in comparison to their competitors, chart
out path future progress and improvement. Customer satisfaction measurement helps
to promote an increased focus on customer outcomes and stimulate improvements in
the work practices and processes used within the company.
Customer expectations are the customer-defined attributes of your product or service
you must meet or exceed to achieve customer satisfaction.
There are many reasons why customer expectations are likely to change over time.
Process improvements, advent of new technology, changes in customer's priorities,
improved quality of service provided by competitors are just a few examples.
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INDUSTRY PROFILE
INDUSTRY PROFILE
The Indian broking industry is one of the oldest trading industries that have been
around even before the establishment of the BSE in 1875. Despite passing through
number of changes in the post liberalization period, the industry has found its way
onwards sustainable growth. With the purpose of gaining a deeper understanding
about the role of the Indian stock broking industry in the country’s economy, we
present in this section some of the industry insights gleaned from analysis of data
received through primary research.
For the broking industry, we started with an initial database of over 1,800
broking firms that were contacted, from which 464 responses were received. The list was further short listed based on the number of terminals and the top 210 were
selected for profiling. 394 responses, that provided more than 85% of the information
sought have been included for this analysis presented here as insights. All the data
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for the study was collected through responses received directly from the broking
firms. The insights have been arrived at through an analysis on various parameters,
pertinent to the equity broking industry, such as region, terminal, market, branches,
sub brokers, products and growth areas.
Some key characteristics of the sample 394 firms are:
On the basis of geographical concentration, the West region has the maximum
representation of 52%. Around 24% firms are located in the North, 13% in the
South and 10% in the East
3% firms started broking operations before 1950, 65% between 1950-1995
and 32% post 1995.
On the basis of terminals, 40% are located at Mumbai, 12% in Delhi, 8% in
Ahmedabad, 7% in Kolkata, 4% in Chennai and 29% are from other cities
From this study, we find that almost 36% firms trade in cash and derivatives
and 27% are into cash markets alone. Around 20% trade in cash, derivatives
and commodities
In the cash market, around 34% firms trade at NSE, 14% at BSE and 52%
trade at both exchanges. In the derivative segment, 48% trade at NSE, 7% at
BSE and 45% at both, whereas in the debt market, 31% trade at NSE, 26% at
BSE and 43% at both exchanges
Majority of branches are located in the North, i.e. around 40%. West has 31%,
24% are located in South and 5% in East
In terms of sub-brokers, around 55% are located in the South, 29% in West,
11% in North and 4% in East
Trading, IPOs and Mutual Funds are the top three products offered with 90%
firms offering trading, 67% IPOs and 53% firms offering mutual fund
transactions
In terms of various areas of growth, 84% firms have expressed interest in
expanding their institutional clients, 66% firms intend to increase FII clients
and 43% are interested in setting up JV in India and abroad
In terms of IT penetration, 62% firms have provided their website and around
94% firms have email facility
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India Infoline Limited
A BRIEF HISTORY
India Infoline was originally incorporated on October 18, 1995 as Probity
Research and Services Private Limited at Mumbai under the Companies Act, 1956
with Registration No. 11 93797. India Infoline commenced operations as an
independent provider of information, analysis and research covering Indian
businesses, financial markets and economy, to institutional customers. India Infoline
became a public limited company on April 28, 2000 and the name of the Company
was changed to Probity Research and ServicesLimited. The name of the Company
was changed to India Infoline.com Limited on May 23, 2000 and later to India
Infoline Limited on March 23, 2001.
In 1999, India Infoline.com identified the potential of the Internet to cater to
a mass retail segment and transformed our business model from providing
information services to institutional customers to retail customers. Hence India
Infoline launched Internet portal, www.indiainfoline.com in May 1999 and started
providing news and market information, independent research, interviews with
business leaders and other specialized features.
In May 2000, the name of India Infoline was changed to India Infoline.com
Limited to reflect the transformation of our business. Over a period of time, India
Infoline.com has emerged as one of the leading business and financial information
services provider in India.
In the year 2000, India Infoline leveraged its position as a provider of
financial information and analysis by diversifying into transactional services,
primarily for online trading in shares and securities and online as well as offline
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distribution of personal financial products, like mutual funds and RBI Bonds. These
activities were carried on by our wholly owned subsidiaries.
India Infoline broking services was launched under the brand name of
5paisa.comthrough our subsidiary, India Infoline Securities Private Limited and
www.5paisa.com, the e-broking portal, was launched for online tradingin July 2000. It
combined competitive brokerage rates and research, supported by Internet technology
besides investment advice from an experienced team of research analysts, India
Infoline also offer real time stock quotes, market news and price charts with multiple
tools fortechnical analysis.
FacilitiesIndia Infoline’s main offices are located in approximately 4,000 square feet
of office space located in Mumbai, India. India Infoline Branchescollectively occupy
an additional 10,000 square feet of office space located throughout India, As on
March 31, 2005, India Infoline has 73 branches across 36 locations in India.
Terminals
Almost 52% of the terminals in the sample are based in the Western region of
India, followed by 25% in the North, 13% in the South and 10% in the East. Mumbai
has got the maximum representation from the West, Chennai from the South, New
Delhi from the North and Kolkata from the East.
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Branches & Sub-Brokers
The maximum concentration of branches is in the North, with as many as
40% of all branches located there, followed by the Western region, with 31%
branches. Around 24% branches are located in the South and East constitutes for 5%
of the total branches of the total sample.
In case of sub-brokers, almost 55% of them are based in the South. West and
North follow, with 30% and 11% sub-brokers respectively, whereas East has around
4% of total sub-brokers.
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Financial Markets
The financial markets have been classified as cash market, derivatives market,
debt market and commodities market. Cash market, also known as spot market, is the
most sought after amongst investors. Majority of the sample broking firms are
dealing in the cash market, followed by derivative and commodities. 27% firms are
dealing only in the cash market, whereas 35% are into cash and derivatives. Almost
20% firms trade in cash, derivatives and commodities market. Firms that are into
cash, derivatives and debt are 7%. On the other hand, firms into cash and
commodities are 3%, cash & debt market and commodities alone are 2%. 4% firms
trade in all the markets.
In the cash market, around 34% firms trade at NSE, 14% at BSE and 52% trade at
both exchanges. In the equity derivative market, 48%of the sampledbroking houses
are members of NSE and 7% trade at BSE, while 45% of the sample operate in both
stock exchanges. Around 43% of the broking houses operating in the debt market,
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trade at both exchanges with 31% and 26% firms uniquely at NSE and BSE
respectively.
Products
The survey also revealed that in the past couple of years, apart from trading,
the firms have started offering various investment related value added services. The
sustained growth of the economy in the past couple of years has resulted in broking
firms offering many diversified services related to IPOs, mutual funds, company
research etc. However, the core trading activity is still the predominant form of
business, forming 90% of the firms in the sample. 67% firms are engaged in offering
IPO related services. The broking industry seems to have capitalized on the growth
of the mutual fund industry, which was pegged at 40% in 2006. More than 50% of
the sample broking houses deal in mutual fund investment services. The average
growth in assets under management in the last two years is almost 48%. Company
research is another lucrative area where the broking firms offer their services; more
than 33% of the firms are engaged in providing company research services.
Additionally, a host of other value added services such as fundamental and technical
analysis, investment banking, arbitrage etc are offered by the firms at different
levels.
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Of the total sample of broking houses providing trading services, 52% are based in
the West, followed by 25% from North, 13% from South and 10% from the East.
Around 50% of the firms offering IPO related services are based in the West as
compared to 27% in North, 13% in South and 10% in East. In providing mutual
funds services, the Western region was dominant amounting to 49% followed by
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27% from North; The South and the East are almost at par with 13% and 11%
respectively.
Future Plans
68% of the firms from the sample have envisaged strategies for future growth.
With the middle class Indian investor as well as foreign investor willing to invest in
the stock market, majority of the firms preferred expansion of institutional and the
Foreign Institutional Investor clients in their areas of growth. Around 84% have
shown interest in expanding their institutional client base. Nearly 51% of such firms
are located in the West, 25% in North, 15% are from South and 9% from East. Since
the past couple of years, India, along with Korea and Taiwan, has been one of the
preferred destinations for the FIIs. With corporate restructuring, rising market
capitalization and sectoral friendly policies helping the FIIs, more than two thirds of
the firms are interested in increasing their FII client base. Amongst these firms, west
again has maximum representation of 53%, followed by North with 22%. South has
15% firms and East makes up for 9%.
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COMPANY PROFILE
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India Infoline Limited
A PROFILE ONINDIA INFOLINE LIMITED
About themAre a one stop financial services shop, most respected for quality of its advice, are a
one- stop financial services shop, most respected for quality of its advice,
personalized service and cutting-edge technology.
VisionIndia Infoline vision is to be the most respected company in the financial services
space.
India Infoline Group
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India Infoline Limited
The India Infoline group, comprising the holding company, India Infoline
Limited and its wholly-owned subsidiaries, straddle the entire financial services space
offerings ranging from Equity research, Equities and derivatives trading, Commodities
trading , portfolio Management Services, Mutual Funds, Life Insurance, Fixed deposits,
GoI bonds and other small savings instruments to loan products and investment banking.
India Infoline also owns and manages the websites www.indiainfoline.com and
www.5paisa.com.
The company has a network of 596 branches spared across 345 cities and
towns. It has more than 500,000 customers.
.
India Infoline LtdIndia Infoline Limited is listed on both the leading stock exchanges in India,
viz. the stock Exchange, Mumbai (BSE) and the National Stock Exchange (NSE) and is
also a member of both the exchanges. It is engaged in the businesses of Equities broking,
Wealth Advisory Services and Portfolio Management Services. It offers broking services
in the Cash and Derivatives segments of the NSE as well as the Cash segment of the
BSE
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India Infoline Limited
A SEBI authorized Portfolio Manager; it offers Portfolio Management Services to
clients. These services are offered to clients as different schemes, which are based on
differing investment strategies made to reflect the varied risk-return preferences of
clients.
India Infoline Media and Research Services Limited.The content services represent a strong support that drives the broking, commodities,
mutual fund and portfolio management services businesses. Revenue generation is
through the sale of content to financial and media houses, Indian as well as global.
It undertakes equities research which is acknowledged by none other than Forbes as
'Best of the Web' and '…a must read for investors in Asia'. India Infoline research is
available not just over the internet but also on international wire services like
Bloomberg.
India Infoline Commodities Limited.India Infoline Commodities Pvt Limited is engaged in the business of commodities
broking. Our experience in securities broking empowered us with the requisite skills and
technologies to allow us offer commodities broking as a contra-cyclical alternative to
equities broking. We enjoy memberships with the MCX and NCDEX, two leading
Indian commodities exchanges, and recently acquired membership of DGCX..
India Infoline Marketing & ServicesIndia Infoline Marketing and Services Limited is the holding company of India Infoline
Insurance Services Limited and India Infoline Insurance Brokers Limited.
(a) India Infoline Insurance Services Limited is a registered Corporate Agent with the
Insurance Regulatory and Development Authority (IRDA). It is the largest Corporate
Agent for ICICI Prudential Life Insurance Co Limited, which is India's largest private
Life Insurance Company.
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India Infoline Limited
(b) India Infoline Insurance Brokers Limited India Infoline Insurance Brokers Limited is
a newly formed subsidiary which will carry out the business of Insurance broking. We
have applied to IRDA for the insurance broking licence and the clearance for the same is
awaited.
India Infoline Investment Services Limited Consolidated shareholdings of all the subsidiary companies engaged in loans and
financing activities under one subsidiary. Recently, Orient Global, a Singapore-based
investment institution invested USD 76.7 million for a 22.5% stake in India Infoline
Investment Services.
WHERE INDIA INFOLINE STAND
IN THE MARKET
INDIA INFOLINE one of the leading financial intermediaries and India's most
popular website for business and investment. Its Website has been rated as 'Best of the
Web' by Forbes, under the Asia Investing category.
Besides providing up-to-date and comprehensive information on business and
industry, It is also a leading investment intermediary for Mutual Funds, Bonds,
ICICI / IDBI Bonds, Govt. Relief Bonds, Insurance, IPOs and Fixed Deposits in
India. India Infoline is direct brokers/ agents with leading financial institutions like
RBI, UTI, LIC, GIC, ICICI, IDBI and other private mutual fund like HDFC, Alliance,
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Prudential ICICI, Templeton, TATA, HSBC, Standard & Chartered, Sun F&C, Birla,
DSP Merrill Lynch, Kotak, IL&FS, Sundaram, Zurich and Reliance.
The company has more than 500 Investor points in all the leading cities across India,
with a team of trained and qualified investment advisors and 1500+associates (sub
brokers). Company e-broking web site 5paisa.com, which deals in shares, provides
you fast, secure and easy to use trading facilities combined with a wealth of
outstanding products and features. Thus, we are uniquely placed with both online and
offline presence to maximize customer satisfaction.
India Infoline is a growing organization, which is an ideal place for individuals with
high ambitions. The working atmosphere is highly charged with a young and
energetic team of qualified professionals.
MARKETING STRATEGY OF INDIA INFOLINE
Market Positioning:
Market positioning statements of India Infoline are “At India Infoline we give
you single window service” and “We also ensure your comfort”. So, India Infoline
focus on the consumers who prefer almost all investment activities at same place by
providing number of various financial services. At India Infoline a person can
purchase or sell shares, debentures etc. and at the same place also demat it. India
Infoline also provides other investment option to the same person at same place like
Mutual Fund, Insurance, Fixed Deposit, and Bonds etc. and help the person in
designing his portfolio. By this way India Infoline provides comfort to its customers.
Target Market:India Infoline uses demographic segmentation strategy and segment people
based on their occupation. India Infoline uses selective specialization strategy for
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market targeting. Target person for the India Infoline Stock Broking and India
Infoline Investment Service are persons who can work as sub-broker for the
companies. Companies focus on Advisors of Insurance and post office, Tax
consultants and CAs for making sub-broker.
Marketing channel System:India Infoline uses one level marketing channel for investment product
distribution. Sub-brokers work as intermediary between consumer and company.
Company has both forward and backward flow of activity through channel. Company
distributes stationery, brokerage, and information forward to its sub-broker. The sub-
brokers send filled forms, queries, amount of investment etc. back to the company.
Training Channel Members:
India Infoline provides training to the sub-brokers because they will be viewed
as the company by the investors. The executives of India Infoline explain various new
schemes of investment to the sub-brokers with its objective, risk factors and expected
return. Company also periodically arrange seminar to guide sub-brokers.
Advertising and Promotion:
The objective of advertising of India Infoline is to create awareness about
services of India Infoline among investors and sub-brokers.
India Infoline also publishes its weekly Stock Market Newsletter ‘Market Mantra’.
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COMPETITORS DETAILS
KARVY
KARVY is a premier integrated financial services provider, and ranked among
the top five in the country in all its business segments, services over 16 million
individual investors in various capacities, and provides investor services to over 300
corporate, comprising the who is who of Corporate India. Karvy has a professional
management team and ranks among the best in technology, operations and research of
various industrial segments.
ICICI DIRECT20
India Infoline Limited
ICICI Web Trade Limited (IWTL) maintains www.icicidirect.com (herein
after referred to as the "Website") whereas IWTL is an affiliate of ICICI Bank
Limited and the Website is owned by ICICI Bank Limited. IWTL has launched and
established an online trading service on the Website.
HDFC SECURITY
HDFC security is the subsidiary of HDFC (Housing Development Financial
Corporation). www.hdfcsec.com would have an exclusive discretion to decide the
customers who would be entitled to its online investing services. www.hdfcsec.com
also reserves the right to decide on the criteria based on which customers would be
chosen to participate in these services .The present web site (www.hdfcsec.com)
contains features of services that they offer/propose to offer in due course. The launch
of new services is subject to the clearance of the regulators. i.e. SEBI, NSE and BSE.
INDIABULLS SECURITIES LIMITED
Indiabulls Securities Limited was incorporated as GPF Securities Private
Limited on June 9, 1995. The name of the company was changed to Orbis Securities
Private Limited on December 15, 1995 to change the profile of the company and
subsequently due to the conversion of the company into a public limited company; the
name was further changed to Orbis Securities Limited on January 5, 2004. The name
of the company was again changed to Indiabulls Securities Limited on February 16,
2004 so as to capitalize on the brand image of the term “Indiabulls” in the company
name. ISL is a corporate member of capital market & derivative segment of The
National Stock Exchange of India Ltd. At present, ISL accounts for approximately 3%
of the total daily turnover of the Exchange with 32,359 client relationships and 70
branches spread across the country as of April 30, 2004.
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CHAPTER – II RESEARCH DESIGN
Chapter II
Research Design
2.1
2.2
Title of the Project Report
Objectives of the study22
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2.3
2.4
2.5
2.6
2.7
Purpose of the study
Literature Review
Hypothesis
Methodology
Limitations of the study
A study on Customer satisfaction towards the services provided by India Infoline
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OBJECTIVES
1. To study the satisfaction level of brokerage.
2. To understand the satisfaction level of clients with India Infoline regarding
tips.
3. To understand the satisfaction level of clients with India Infoline regarding
trade confirmation.
4. To study the satisfaction level of flexibility provided by India Infoline.
5. To understand the satisfaction level of clients with India Infoline regarding
service provided by staff.
6. To study the overall satisfaction level.
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PURPOSE OF THE STUDY
The purpose of the study is to know the expectations of those customerswho trading
in INDIA INFOLINE LTD and the satisfaction levels of customers with the services
provided by the INDIA INFOLINE LTD.
Here the main purpose of the survey is to know the various factors that are very
important in satisfying the customer’s needs and to know how INDIA INFOLINE
LTD is ensuring its customers satisfaction.
The expectations of customers are vary from one customer to the other customer. It is
very difficult to any business firm to satisfy all the expectations of all customers but
there are some common factors that are essential to fulfill.
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Literature Review
In this 21st century the digital revolution has transformed the economy in to a
new economy which empowered the customer with new set of capabilities such as;
1.Access to greater amount of information, 2.Wider variety of available good and
services 3.Greater ease of interacting with the service provider.
This new capability in the new economy led the customer to market the
marketing and plays a very vital role in the growth of the market. It is essential in the
service industry in particular, place greater emphasis on the enablers leading to
customer satisfaction and customer retention. It is in this context is very important to
understand the customer requirements to provide value-(QSP - Quality, Service and
Price) and track and manage the customer satisfaction for retention and creation of
new customers.
In Service industry it is not enough if the product meets the functional
requirements of the customer, it should also meet certain other customer expectations
like the behaviors/attitude of the person who provides service. The customer
satisfaction is the combination of both technical features & human behavioural
aspects. The quality management only addresses the systems and processes; service
addresses the customer service independently. In today’s new economy, it is essential
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to address the enablers for customer satisfaction for business growth with utmost
importance as they are interdependent in nature.
Customer satisfactionCustomer satisfaction can be represented as follows.
Customer satisfaction=Performance Features + Behavioural Features + Price.
Performance features address the issues on Conformance to the standards and
Variability and the behavioural aspects of service provider deals with the following
components of service which is a major enabler for the growth of the business as
indicated in the research publications.
If customer experience matches customer expectations, leads to customer
satisfaction and if customer experience doesn’t match Customer Expectation, leads to
Customer dissatisfaction. On similar lines if it exceeds expectation leads to Customer
Delight.
The title of Article is “Does customer satisfaction lead to profitability?”
Author(s): Timothy L. Keiningham, Tiffany Perkins-Munn, Lerzan Aksoy.
Publisher: Emerald Group Publishing Limited
Purpose – Many researchers have proposed a virtuous chain of effects from improved
customer satisfaction to profits. In particular, satisfaction is thought to improve share-
of-spending, which in turn leads to higher customer revenue and customer
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profitability. This paper aims to examine these proposed linkages using data from the
institutional securities industry.
HYPOTHESIS
1. Relationship between brokerage and customer satisfaction.
Hypothesis - 1
H0 – There is no significant relation between brokerage and customer satisfaction
HA – There is a significant relation between brokerage and customer satisfaction.
2. Relationship between tips and customer satisfaction.
Hypothesis - 2
H0 – There is no significant relation between tips and customer satisfaction
HA – There is a significant relation between tips and customer satisfaction.
3. Relationship between Trade confirmation and customer satisfaction.
Hypothesis - 3
H0 – There is no significant relation between trade confirmation and customer
satisfaction
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HA – There is a significant relation between trade confirmation and customer
satisfaction.
4. Relationship between Flexibility and customer satisfaction.
Hypothesis - 4
H0 – There is no significant relation between flexibility and customer satisfaction
HA – There is a significant relation between flexibility and customer satisfaction.
5. Relationship between customer support and customer satisfaction.
Hypothesis - 5
H0 – There is no significant relation between customer support and customer
satisfaction
HA – There is a significant relation between customer support and customer
satisfaction.
6. Relationship between clarity of information and customer satisfaction.
Hypothesis - 6
H0 – There is no significant relation between clarity of information and customer
satisfaction
HA – There is a significant relation between clarity of information and customer
satisfaction.
7. Relationship between time taken to respond to telephone enquiries and customer satisfaction.
Hypothesis - 7
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H0 – There is no significant relation between time taken to respond to telephone
enquiries and customer satisfaction
HA – There is a significant relation between time taken to respond to telephone
enquiries and customer satisfaction.
8. Relationship between staff treating as a valuable customer and customer satisfaction.
Hypothesis - 8
H0 – There is no significant relation between staff treating as a valuable customer and
customer satisfaction
HA – There is a significant relation between staff treating as a valuable customer and
customer satisfaction.
RESEARCH METHODOLOGY
Type of Research– ExploratoryResearch.
The research design is usually conducted during the initial stage of the research
process. The preliminary activities undertaken to refine the problem into a
researchable one need not be formal or precise. The purpose of the exploratory
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research process is to progressively narrow the scope of the research topic and to
transform discovered problems into defined ones, incorporating specific research
objectives.
Sample design
Sampling design– The sampling method adopted for research work was
Conveniencesampling method.
Sample size - The sample selected was 300. The data collection method was based on
the following:
Sampling Unit–Professional
Variables of the Study
Dependent Variable – Overall satisfaction
Independent Variable – Brokerage, Tips, Trade confirmation, Flexibility, Customer
support, Speed of service, Clarity of information, Time taken to respond to telephone
enquiries, staff treating as a valuable customer.
Method of Data collectionThe sources of the data for the study were primary data. The questionnaire was
prepared and administered to collect the relevant primary data. The data collection
method was based on Questionnaire and Observation.
Method of analysis of data Data collected through questionnaires is analyzed using techniques and association
test. It is done through correlation analysis, chi square test, Skewness, Kurtosis.
Correlation refers to the relationship between two or more variables. Here we can find
out independent variables like Brokerage, Tips, Trade confirmation, Flexibility,
Customer support, Speed of service, Clarity of information, Time taken to respond to
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telephone enquiries, staff treating as a valuable customer and dependant variable is
overall satisfaction.
Skewness denotes the symmetry of distribution. Skewness may be either positive or
negative. When mean = median = mode that represents symmetry of distribution.
When the skewness value is zero,it also represents symmetry of distribution.
Kurtosis indicates whether the distribution is more flat of or more peaked then the
normal distribution. A measure of kurtosis is there for a measure of peakedness.
When the value of kurtosis is 3, we can apply z test, t test and any other test.
As a non parametric test chi square is used for 1. Testing the goodness of fit between observed and accepted frequency.2. Testing the independent of two attributes.
LIMITATIONS OF THE STUDY
As the data will be collected through questionnaire, there are chances of
biased information provided by the respondent.
Heterogeneity among the respondents.
Inability to respond to the questionnaire due to lack of time.
The study is confined to the existing customers of INDIA INFOLINE LTD
only.
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CHAPTER – III ANALYSIS & INTERPRETATION
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1. Correlation between Customer Satisfaction and Brokerage
Overall Satisfactio
nBrokera
geOverall Satisfaction
Pearson Correlation 1 .401(**)
Sig. (2-tailed) . .000N 300 300
Brokerage Pearson Correlation .401(**) 1
Sig. (2-tailed) .000 .N 300 300
** Correlation is significant at the 0.01 level (2-tailed).
INFERENCE: - The above table shows a moderate positive correlation between
customer satisfaction and brokerage. (.401) and also have level of significance less
than .05
Goodness of fit test- goodness of fit of the above test can do with a nonparametric test
chi square because the distribution is not normal distribution.
Statistics
34
Overall satisfaction Brokerage
Skewness
Std Error of Skewness
Kurtosis
Std Error of Kurtosis
-.919
.141
-.149
.281
-1.077
.141
.005
.281
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Highly Dissatis-
fiedDissatisfied Neither Sat -
isfied Nor Dissatisfied
Satisfied Highly Sat -isfied
050
100150200
0 9% 29%
62%
0
Here, we can see that maximum number of clients i.e., 186 clients are satisfied with
the service provided by India Infoline regarding brokerage charged, while in the
otherhand only 26 clients are dissatisfied with the brokerage charged.
Test StatisticsOverall
Satisfaction
Brokerage
Chi-Square(a,b)
296.367 130.160
Df 4 2Asymp. Sig. .000 .000
a 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 60.0.b 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 100.0.
According to the above table calculated chi square value is greater than table value
and significant at less than .05 so we no accept the null hypothesis hence we accept
the alternate hypothesis.
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2. Correlation between Customer Satisfaction and Tips
Overall Satisfactio
n TipsOverall Satisfaction
Pearson Correlation 1 .456(**)
Sig. (2-tailed) . .000N 300 300
Tips Pearson Correlation .456(**) 1
Sig. (2-tailed) .000 .N 300 300
** Correlation is significant at the 0.01 level (2-tailed).
INFERENCE: - The above table shows a moderate positive correlation between
customer satisfaction and tips. (.456) and also have level of significance less than .05
Goodness of fit test- goodness of fit of the above test can do with a nonparametric test
chi square because the distribution is not normal distribution.
Statistics
36
Overall
satisfaction
Tips
Skewness
Std Error of Skewness
Kurtosis
Std Error of Kurtosis
-.919
.141
-.149
.281
-.162
.141
.977
.281
India Infoline Limited
Highly Dissat -isfied
Dissatisfied Neither Satisfied Nor Dissatisfied
Satisfied Highly Satisfied0
20
40
60
80
100
120
2%
29%
38%
31%
0%
Here, we can see that maximum number of clients i.e., 113 clients are neither satisfied
nor dissatisfied with the service provided by India Infoline regarding tips (Intraday,
Delivery, Investment), while in the otherhand we can see that 94 clients are satisfied
with the service provided, and 86 clients are dissatisfied with the service provided.
Test StatisticsOverall
Satisfaction Tips
Chi-Square(a)
296.367 183.967
df 4 4Asymp. Sig. .000 .000
a 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 60.0.
According to the above table calculated chi square value is greater than table value
and significant at less than .05 so we no accept the null hypothesis hence we accept
the alternate hypothesis.
37
India Infoline Limited
3. Correlation between Customer Satisfaction and Trade confirmation
Overall Satisfactio
n
Trade Confirmatio
nOverall Satisfaction
Pearson Correlation 1 .551(**)
Sig. (2-tailed) . .000N 300 300
Trade Confirmation
Pearson Correlation .551(**) 1
Sig. (2-tailed) .000 .N 300 300
** Correlation is significant at the 0.01 level (2-tailed).
INFERENCE: - The above table shows a moderate positive correlation between
customer satisfaction and trade confirmation. (.551) and also have level of
significance less than .05
Goodness of fit test- goodness of fit of the above test can do with a nonparametric test
chi square because the distribution is not normal distribution.
Statistics
Here, we can see that maximum number of clients i.e., 61% of the clients are satisfied
with the service providedby India Infoline regarding trade confirmation, while in the
otherhand we can see that 14% of the clients are dissatisfied with the service
provided.
38
Overall
satisfaction
Trade
confirmation
Skewness
Std Error of
Skewness
Kurtosis
Std Error of Kurtosis
-.919
.141
-.149
.281
-.875
.141
.222
.281
India Infoline Limited
Test StatisticsOverall
Satisfaction
Trade Confirmatio
nChi-Square(a,b)
296.367 236.133
df 4 3Asymp. Sig. .000 .000
a 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 60.0.b 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 75.0.
According to the above table calculated chi square value is greater than table value
and significant at less than .05 so we no accept the null hypothesis hence we accept
the alternate hypothesis.
4. Correlation between Customer Satisfaction and Flexibility
Overall Satisfactio
nFlexibilit
yOverall Pearson 1 .541(**)
39
India Infoline Limited
Satisfaction CorrelationSig. (2-tailed) . .000N 300 300
Flexibility Pearson Correlation .541(**) 1
Sig. (2-tailed) .000 .N 300 300
** Correlation is significant at the 0.01 level (2-tailed).
INFERENCE: - The above table shows a moderate positive correlation between
customer satisfaction and flexibility. (.541) and also have level of significance less
than .05
Goodness of fit test- goodness of fit of the above test can do with a nonparametric test
chi square because the distribution is not normal distribution.
Statistics
Here, we can
see that maximum number of clients i.e., 52% of the clients are satisfied with the service providedby India Infoline regarding flexibility, while in the otherhand we can see that 16% of the clients are dissatisfied by the service provided.
40
Overall
satisfaction
Flexibility
Skewness
Std Error of
Skewness
Kurtosis
Std Error of Kurtosis
-.919
.141
-.149
.281
-.776
.141
.419
.281
India Infoline Limited
Test StatisticsOverall
Satisfaction
Flexibility
Chi-Square(a)
296.367 286.700
df 4 4Asymp. Sig. .000 .000
a 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 60.0.
According to the above table calculated chi square value is greater than table value
and significant at less than .05 so we no accept the null hypothesis hence we accept
the alternate hypothesis.
5. Correlation between Customer Satisfaction and Customer support
Overall Satisfactio
nCustomer Support
Overall Satisfaction
Pearson Correlation 1 .692(**)
Sig. (2-tailed) . .000N 300 300
Customer Support
Pearson Correlation .692(**) 1
Sig. (2-tailed) .000 .N 300 300
** Correlation is significant at the 0.01 level (2-tailed).
41
India Infoline Limited
INFERENCE: - The above table shows a moderate positive correlation between
customer satisfaction and Customer support. (.692) and also have level of significance
less than .05
Goodness of fit test- goodness of fit of the above test can do with a nonparametric test
chi square because the distribution is not normal distribution.
Statistics
Highly Dissatisfied3%
Dissatisfied16%
Neither Satisfied Nor Dissatisfied
27%
Satisfied53%
Highly Satisfied1%
42
Overall
satisfaction
Customer
support
Skewness
Std Error of Skewness
Kurtosis
Std Error of Kurtosis
-.919
.141
-.149
.281
-.894
.141
.075
.281
India Infoline Limited
Here, we can see that maximum number of clients i.e., 53% of the clients are satisfied
with the service provided by India Infoline regarding customer support, while in the
otherhand we can see that 16% of the clients are dissatisfied with the service
provided.
Test StatisticsOverall
Satisfaction
Customer Support
Chi-Square(a)
296.367 266.767
Df 4 4Asymp. Sig. .000 .000
a 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 60.0.
According to the above table calculated chi square value is greater than table value
and significant at less than .05 so we no accept the null hypothesis hence we accept
the alternate hypothesis.
6. Correlation between Customer Satisfaction and Speed of service
Overall Satisfactio
n
Speed of
ServiceOverall Satisfaction
Pearson Correlation
1 .893(**)
43
India Infoline Limited
Sig. (2-tailed) . .000N 300 300
Speed of Service
Pearson Correlation .893(**) 1
Sig. (2-tailed) .000 .N 300 300
** Correlation is significant at the 0.01 level (2-tailed).
INFERENCE: - The above table shows a moderate positive correlation between
customer satisfaction and speed of service. (.893) and also have level of significance
less than .05
Goodness of fit test- goodness of fit of the above test can do with a nonparametric test
chi square because the distribution is not normal distribution.
Statistics
Highly Dissatisfied4% Dissatisfied
20%
Neither Satisfied Nor Dissatisfied
23%Satisfied
51%
Highly Satisfied2%
44
Overall
satisfaction
Speed of
service
Skewness
Std Error of Skewness
Kurtosis
Std Error of Kurtosis
-.919
.141
-.149
.281
-.723
.141
.512
.281
India Infoline Limited
Here, we can see that maximum number of clients i.e., 51% of the clients are satisfied
with the service providedby India Infoline regarding speed of service, while in the
otherhand we can see that 20% of the clients are dissatisfied with the service
provided.
Test StatisticsOverall
Satisfaction
Speed of
ServiceChi-Square(a)
296.367 239.367
df 4 4Asymp. Sig. .000 .000
a 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 60.0.
According to the above table calculated chi square value is greater than table value
and significant at less than .05 so we no accept the null hypothesis hence we accept
the alternate hypothesis.
7. Correlation between Customer Satisfaction and clarity of information
Overall Satisfactio
n
Clarity of informatio
nOverall Satisfaction
Pearson Correlation 1 .694(**)
Sig. (2-tailed) . .000N 300 300
Clarity of information
Pearson Correlation .694(**) 1
Sig. (2-tailed) .000 .
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India Infoline Limited
N 300 300** Correlation is significant at the 0.01 level (2-tailed).
INFERENCE: - The above table shows a moderate positive correlation between
customer satisfaction and clarity of information. (.694) and also have level of
significance less than .05
Goodness of fit test- goodness of fit of the above test can do with a nonparametric test
chi square because the distribution is not normal distribution.
Statistics
Highly Dissat -isfied
Dissatisfied Neither Satisfied Nor Dissatisfied
Satisfied Highly Satisfied0
20
40
60
80
100
120
140
3%
21%
32%
42%
2%
Here, we can see that maximum number of clients i.e., 125 clients are satisfied with
the service provided by India Infoline regarding clearity of information, while in the
othernhand we can see that 64 clients are dissatisfied with the service provided.
46
Overall
satisfaction
Clarity of
information
Skewness
Std Error of
Skewness
Kurtosis
Std Error of Kurtosis
-.919
.141
-.149
.281
-.469
.141
.627
.281
India Infoline Limited
Test StatisticsOverall
Satisfaction
Clarity of informatio
nChi-Square(a)
296.367 187.267
df 4 4Asymp. Sig. .000 .000
a 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 60.0.
According to the above table calculated chi square value is greater than table value
and significant at less than .05 so we no accept the null hypothesis hence we accept
the alternate hypothesis.
8. Correlation between Customer Satisfaction and time taken to respond to telephone enquiries
Overall Satisfactio
n
Time taken to
respond to telephone enquiries
47
India Infoline Limited
Overall Satisfaction
Pearson Correlation 1 .562(**)
Sig. (2-tailed) . .000N 300 300
Time taken to respond to telephone enquiries
Pearson Correlation .562(**) 1
Sig. (2-tailed) .000 .N 300 300
** Correlation is significant at the 0.01 level (2-tailed).
INFERENCE: - The above table shows a moderate positive correlation between
customer satisfaction and time taken to respond to telephone enquiries. (.562) and also
have level of significance less than .05
Goodness of fit test- goodness of fit of the above test can do with a nonparametric test
chi square because the distribution is not normal distribution.
Statistics
Here,
we can
see
that
maximum number of clients i.e., 153 clients are satisfied with the service provided by
India Infoline regarding respond to telephone, while in the otherhand only 49 clients
are dissatisfied with the service provided.
48
Overall
satisfaction
Time taken to
respond to
telephone
enquiries
Skewness
Std Error of
Skewness
Kurtosis
Std Error of
Kurtosis
-.919
.141
-.149
.281
-.653
.141
.423
.281
India Infoline Limited
Test Statistics
Overall Satisfactio
n
Time taken to
respond to telephone enquiries
Chi-Square(a)
296.367 262.933
df 4 4Asymp. Sig. .000 .000
a 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 60.0.
According to the above table calculated chi square value is greater than table value
and significant at less than .05 so we no accept the null hypothesis hence we accept
the alternate hypothesis.
9. Correlation between Customer Satisfaction and staff treating as a valuable customer
Overall Satisfactio
n
Staff Treating as a valuable customer
Overall Satisfaction
Pearson Correlation 1 .608(**)
Sig. (2-tailed) . .000
49
India Infoline Limited
N 300 300Staff Treating as a valuable customer
Pearson Correlation .608(**) 1
Sig. (2-tailed) .000 .N 300 300
** Correlation is significant at the 0.01 level (2-tailed).
INFERENCE: - The above table shows a moderate positive correlation between
customer satisfaction and staff treating as a valuable customer. (.608) and also have
level of significance less than .05
Goodness of fit test- goodness of fit of the above test can do with a nonparametric test
chi square because the distribution is not normal distribution.
Statistics
Highly Dissat -isfied
Dissatisfied Neither Satisfied Nor Dissatisfied
Satisfied Highly Satisfied0
20
40
60
80
100
120
140
160
180
0%
15%
30%
54%
1%
50
Overall
satisfaction
Staff treating as a
valuable
customer
Skewness
Std Error of
Skewness
Kurtosis
Std Error of
Kurtosis
-.919
.141
-.149
.281
-.769
.141
.149
.281
India Infoline Limited
Here, we can see that maximum number of clients i.e., 162 clients are satisfied with
the service provided by the staff (as a valuable customer) by India Infoline, while in
the otherhand we can see that 46 clients are dissatisfied with the service provided by
the staff people.
Test Statistics
Overall Satisfactio
n
Staff Treating as a valuable customer
Chi-Square(a)
296.367 308.667
df 4 4Asymp. Sig. .000 .000
a 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 60.0.
According to the above table calculated chi square value is greater than table value
and significant at less than .05 so we no accept the null hypothesis hence we accept
the alternate hypothesis.
% clients according to gender group:
Male Female245 55
51
India Infoline Limited
Male Female
0
50
100
150
200
25082%
18%
Out of the total clients visited i.e., 82% belongs to male category and 18% belongs to
female category.
% Clients with different age group:
20-30 31-40 ABOVE 40117 181 2
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India Infoline Limited
20-30Yrs39%
31-40Yrs60%
ABOVE 40Yrs1%
Out of the total clients visited, majority i.e., 60% belongs to 31 years to 40 years age
group, followed by 20 years to 30 years age group which comprises of 39% of the
clients visited, and the leftover clients i.e., 1% (the least %) belongs to above 40 years
age group.
% Clients with different occupation:
Professional Businessman Retired Student others220 62 0 4 14
53
India Infoline Limited
Professional Businessman Retired student others0
50
100
150
200
250 73%
21%
0% 1%4%
Out of the total clients, majority i.e., 73% are professional. Followed by businessman,
which comprises of 21%. 1% are students, 4% belongs to other category (like
housewife, etc), and retired is 0 i.e., nil.
% Customer connected to India Infoline as:
Demate a/c holderCommodities a/c
holder Mutual fund customer Insurance300 0 0 0
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India Infoline Limited
Demate a/c holder Commodities a/c holder
Mutual fund cus-tomer
Insurance0
50
100
150
200
250
300
100%
0% 0% 0%
Here we can see that all the clients visited, (100%) are connected to India Infoline as a
Demat A/c holder, rather than giving any weightage to other financial products (like
Commodities A/C, Mutual fund, Insurance).
% Customer connected to India Infoline since:
Less then 6 months 6 months - 1 Year 1-2 year More then 2 year26 60 187 27
55
India Infoline Limited
Less then 6 months9%
6 months - 1 Year20%
1-2 year62%
More then 2 year9%
The maximum number of clients i.e., 62% of the total clients are connected to India
Infoline since 1-2 years, followed by 20% connected since 6 months to 1 year and the
least 9% in more than 2 years as well as less than 6 months.
% Customer gathering information/ awareness about trading from different sources:
TV Newspaper Friend Financial Advisor Others58 15 43 37 147
56
India Infoline Limited
TV19%
Newspaper5%
friend14%
Financial Advisior12%
Others49%
Out of the total clients, majority i.e., 49% of clients gather information about trading
from the sources like mail, some web-sites (moneycontrol.com, bloomberg,
dnaindia.com),etc. Followed by 19% which gather information from television,15%
from friends, 12% from financial advisor, and the rest 5% from newspaper.
Main objectives of investment in Equities and Mutual funds of % customer:
Risk Return Tax Benefit Capital Appreciation SafetyLiquidit
y Other0 263 0 18 0 19 0
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India Infoline Limited
Return88%
Capital Appreciation6%
Liquity6%
Maximum customers invest in Equities and Mutual funds for getting a good return,
which is obvious from the chart shown above.Here, we can see that mojority of the
clients visited i.e., 88% invest in equities for good return.6% for liquidity and rest 6%
for capital appreciation.
Number of clients giving more weightage to the tips coming from:
Relationship manager TV
India Infoline TT Advance tips Others
66 49 152 33
58
India Infoline Limited
Relationship manager22%
TV16%
India infoline TT Advance tips
51%
Others11%
Out of the total number of clients visited, maximum i.e., 51% give more weightage to
the tips coming from India Infoline TT Advance tips. 22% of the client goes with the
tips coming from Relationship Manager, 16% goes with the tips coming from
television, and rest 11% goes with the tips coming from some other sources.
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India Infoline Limited
CHAPTER – IV FINDINGS, SUGGESTIONS & CONCLUSION
Chapter IV
Findings, Suggestions & Conclusion
Findings
Suggestions
Conclusion
60
India Infoline Limited
FINDINGS
There is low positive correlation between brokerage and overall satisfaction.
There is low positive correlation between tips and overall satisfaction.
There is a moderate positive correlation between customer support service and
overall satisfaction.
There is low positive correlation between flexibility and overall satisfaction.
There is a moderate positive correlation between speed of service and overall
satisfaction.
There is a moderate positive correlation between Clarity of information and
overall satisfaction.
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India Infoline Limited
SUGGESTIONS
The suggestion is the Small investors prefer most economical fee on trading
and prefers negotiations therefore the company should offer services and fee
structure keeping in mind such customers if they add significantly to bottom
line.
Lack of communication and advisories happen when relationship manager
moves out of the organization and this has to be checked so that the customer
doesn’t migrate to other brokerage companies.
CONCLUSION
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.
The company should take the initiative of training the advisors about
the trading from time to time which also makes the advisors connected
to the company.
The company should focus on the advertising strategy and also the
marketing of the product.
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India Infoline Limited
BIBLIOGRAPHY
Referred Books:
Marketing Management
- Philip kotler
-Gary Amstrang
Websites:
http://WWW.INDIAINFOLINE.COM
http://WWW.5PAISA.COM
http://WWW.MONEYCONTROL.COM
http://WWW.CAPITALINE.COM
http://WWW.SHAREKHAN LTD.COM
http://WWW.INDIAINFOLINE.COM
http://WWW.ICICIDIRECT.COM
http://WWW.HDFCSECURITY.COM
http://WWW.KARVY.COM
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India Infoline Limited
Appendix:
“A study on Customer satisfaction towards the services provided by India Infoline”
QUESTIONAIRE
Name: ……………………………………………………………………………………………..1. Gender: Male Female
2. Age: a). Below 20 b). 21- 30 c). 31- 40 d). More then 50
3. Occupation: a). Businessman b). Student c). Professional d). Retired Persone). Others (Please Specify)__________
4. I am connected to India Infoline since:a).Less than 6 Months b). 6 months – 1 Year
c). 1 – 2 year d). More than 2 year
5. I am gathering information/ awareness about trading from:a). T.V b). Newspaper c) Friends
d). Financial Advisor e) Others (Please specify) ______
6. Main objectives of investment in Equities and Mutual funds are:a). Risk b). Return c). Tax benefit
d). Capital Appreciation e). Safety f). Liquidityg). Others (please specify)________
7. I give more weightage to tips coming from: (in %)a). Relationship manager _______ b). T.V ________
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India Infoline Limited
c). India Infoline TT Advance tips ________ d) Others (please specify) _______
8. Satisfaction level with India Infoline.Particulars Highly
DissatisfiedDissatisfie
dNeither Satisfied
Nor Dissatisfied
Satisfied Highly Satisfied
BrokerageTips (Intraday,Delivery,Investment)Trade ConfirmationFlexibility (Fund transfer) 5paisa.comCustomer SupportSpeed of Service / Product DeliveredClarity of information or advice providedTime taken to respond to telephone enquiriesStaff treating you as a valuable customerOverall Satisfaction
65