1

PREFACE

As a part of BBA curriculum and in order to gain practical knowledge in the field of finance
I had done my summer internship with India Infoline for which I am submitting this project
report on CUSTOMER SATISFACTION.
This project includes the detail of the company and major learning during my internship. It
also includes various services offered by India Infoline to its customers.
During this project I have learned about financial institute. Also how financial institute works
in order to attract new customers.

ACKNOWLEDGEMENT
No task can be achieved alone, particularly while attempting to finish a project of such
magnitude. It took many special people to facilitate it and support it. Hence, I would like to
acknowledge of their valuable support and convey my humble gratitude to them.
I would like to express my sincere gratitude to Mrs. DEEPTI KAKKAR for guiding me on
the project of Portfolio Management Services for India Infoline Ltd.
I would like to thank her as she had always been open to discussion and frequently enquired
about the project and any problems faced etc. She has also given me valuable guidance as to
how to go about the project.
I have put my best effort to make this project as informative and understandable as possible. I
have done the best I could do and have been honest to the company, and most importantly to
myself.
Thank you maam for supporting me in making this project.

Diksha Oberoi

EXECUTIVE SUMMARY
The title of the Project done at India Infoline Limited is A study on Customer satisfaction
towards the services provided by India Infoline with special reference to Bangalore zonal
office
The main objective of the study was to study the satisfaction level of brokerage, to
understand the satisfaction level of clients with India Infoline regarding tip, to understand the
satisfaction level of clients with India Infoline regarding trade confirmation, to study the
satisfaction level of flexibility provided by India Infoline, to understand the satisfaction level
of clients with India Infoline regarding service provided by staff, to study the overall
satisfaction level.
The type of research was Exploratory Research. The sampling used in this method is
convenience sampling method. The sources of the data for the study were primary and
secondary data. The questionnaire was prepared and administered to collect the relevant
primary data. The data collection method was based on questionnaire.
The findings are there is a low positive correlation between brokerage and overall
satisfaction, between tips and overall satisfaction and between flexibility and overall
satisfaction.
There is moderate positive correlation between customer support service and overall
satisfaction, speed of service and overall satisfaction and between clarity of information and
overall satisfaction.

INDEX
S.NO.

Particulars

Page No.

Chapter 1- Introduction
a) Overview
b) Profile of the organization
c) Problems of the Organization
d) SWOT Analysis
e) Competition Information
Chapter 2- Objectives and Methodology
a) Significance
b) Objectives
c) Scope of the study
d) Methodology

1-22
1-2
3-12
13
14-17
18-22
23-29
24
25
26
27-29

Chapter 3- Conceptual Discussion

30-32

Chapter 4- Data Analysis

33-45

Chapter 5- Findings and Recommendations

46-49

Bibliography

50-51

Annexure

52-55