i want to know how the questions are framed to understand the customer satisfaction .

Financial sector liberalization and deregulation have opened up multidimensional growth opportunities for financial service providers, while providing more profitable investment opportunities for investors to invest their money in a more diversified range of products. In this competitive environment it is very crucial for every business enterprise to ensure customer satisfaction. The main objective of the study was to know the expectations and levels of satisfaction of the investors with the services provided by the brokerage companies. The research was descriptive. Stratified random sampling method used to collect data from 80 respondents. A self-structured questionnaire composed of 25 states was used. Degree of customer satisfaction measured with the help of the five-point Likert scale ranging from Strongly Agree (5) to Strongly Disagree (1). Mean, Standard Deviation and one-way ANOVA (Analysis of Variance) used for data analysis. The study of customer satisfaction in Broking Brokerage Firms has revealed that customer satisfaction in brokerage firms is heavily influenced by the attributes of the services and the way these services are delivered to customers. It was found in the study that the customer perceived significantly many of the services provided by the brokerage agencies.

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