Summer Internship Program-2010

By
abdul shamee
Batch of 2009-11
karvy Brokerage Services Ltd.

Faculty Guide: Dr. Vikas Sinha

Company Guide: Ms. Shakeel Ahmed

Project Title
A STUDY OF CUSTOMER SATISFACTION
OF ONLINE TRADING VS. TRADITIONAL
TRADING WITH REFERENCE TO KARVY
BROKERAGE SERVICES LTD.
Purpose Of Research
• From companies point of view:

1.What are the reasons for customer satisfaction in

area of online share trading how they can be
improve.
2.What are the reasons for customer dissatisfaction
and how these problems can be solved.
Cont..
• From my point of view:

1.How share trading is done online as well as offline.

2.What all things to be taken care while selecting a
share trading portal, broker and brokerage house.
3.What problem online and offline share trading
customer face?
Scope of Study
• This research will enable online share trading
portal to know which are the area’s of there service
need to be improved.

• What is the customer satisfaction level for the

services offered by them.
Limitation of the research
• Limited time span of 14 weeks.

• Limited sample size of 120 online share

trading portal users.

• The research is restricted in Indore only.

Sources and Methods
• The sources of data collection is questionnaire
survey and interview of existing customers of karvy
Brokerage Services Ltd.

• The method for data analysis is SPSS and Chi

square test.
Why Chi-Square Test?
• Chi-Square test is done when we have to
find out the correlation between two
variables and there is some interdependency
between two variables.
Reasons for satisfaction of online share Percentage of Satisfaction (%)
trading

Time saving 67

Easy to use 68

Information available 65

Any where trading 74

Easy brokerage 36

Satisfied from other reason 16

Reasons for dissatisfaction Percentage of
of online share trading dissatisfaction (%)

Account opening charges 54

No or improper training 57

Lack of security 36

Lack of information available 64

Login problem 71

Unsatisfied other 18
Problem associated with Percentage
offline share trading (%)
Lack of transparency 44
Too much of paper work 63
Time taking 67
Lack of information 42
available
Lack of security 58
Other 20
Conclusion and Recommendation
• karvy Brokerage Services Ltd. try to make their account
opening process easy.

• More knowledge training program to the new customers.

• Proper training to sales executives for better

performance.

• Improvement in site.