amitava project

8/9/2019 Amitava Project

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INTRODUCTION

GENERAL INTRODUCTION

PHYSICAL CERTIFICATES - THE TRADITIONAL WAY

The Indian capital market has seen an unprecedented boom inits activity in the last decade. We can now boast of a verylarge investor population and substantial volumes of trade.However, this surge in activity has brought with it, numerousproblems that threaten the very survival of the Capital marketin the long run. A closer inspection of the problems wouldreveal that most of them arise due to the intrinsic nature ofpaper basedtrading and settlement.

This century-old system of trading and settlement requireshandling of huge volumes of paper leading to increased costsand inefficiencies. Simultaneously, they expose the investorsto greater risks putting them at a disadvantage. Some of theseareas are:

Unwarranted delay in transfer of shares. It takes 30 to 60days for the investors to get the shares lodged in their name;

Possibility of forgery on various documents leading to baddeliveries, legal disputes etc;

Theft of shares leading to defective title in sharespurchased and subsequent litigation;

Prevalence of fake certificates in the market;

Mutilation or loss of share certificates in transit;

Increased transaction costs due to stamp duty, fakeshares, rejection by registrars, etc.


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This has made the investors, both retail and institutional, waryof entering the Indian capital market. In this scenario, it wasfelt that the getting up of a depository and the introduction ofscrip less trading and settlement is imperative for the efficient

functioning of the market.

The Indian capital market has witnessed numerous changes inthe recent past. Historically stock market booms have alwaysresulted in a number of problems for the lay investor.Sometimes, the problem may magnify them and threatens toengulf the entire capital market.

A close introspection of these problems will reveal that most ofthem are due to intrinsic nature of paper based trading andsettlement. All this may have driven away many potentialinvestors and Foreign Institutional Investors.

Dematerialization of shares is looked upon as the remedy forthe paper based problems.

With effect from august 19, 1998 SEBI has granted certificate

of registration of Central Depository Services (I) Ltd. (CDSL).

Yet even with demat, from the point of view of investors thereare numerous problems. Here Wallet Watch introduces you tosetting up of a demat account and introduction of scrip lesstrading and settlement.

There are numerous benefits of this scrip less trading andsettlement, which Wallet Watch has discussed in detail.


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COMPANY PROFILE:

INTRODUCTION ABOUT THE COMPANY

Even as the European and American stock markets reckon

with the changes brought about by the Internet and IT/telecomadvances, the Indian stock market has quicklymoved to global standards.

The sheer breadth of the changes since the National StockExchange started operations in 1994 and with the Securitiesand Exchange Board of India (SEBI) also driving the changesin the market system, have enabled the Indian market to movewell ahead in just five years.

Even as online automated trading and better clearing andsettlement mechanisms have been put in place, perhaps, themost significant change in the Indian market has been thecoming of paperless trading; it may well be a precursor to thenext big changes rolling settlements and Internet trading. Butthe push towards paperless trading stands out even in adecade when the market landscape has changed beyondrecognition.

Dematerialization (holding and trading securities in paperlessmode) was an alien concept in India before 1995; in five years,large quantities of paper have been flushed out of the system.Since the entry of the foreign institutional investors (FIIs) andonline trading, the old system, laden with paperwork at everyconceivable stage, was out of place in an otherwise fasttrading environment.

As the FIIs complained about the paperwork as a majorconstraining factor, the government and SEBI took notice. Therequisite legislative changes were put in place quickly - theDepositories Act, 1996 was passed and the NSE, with the UTIand the IDBI, set up the National Securities Depository Ltd(NSDL).


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But the depository concept did not gain popularity; the FIIswhich had clamored for its introduction, now ignored it. Thereason: Lack of liquidity. But, unless the institutional investorsstepped in, there could be no liquidity. This stalemate

frustrated the push for a paperless environment.

Until SEBI stepped in, that is.

With regulatory pushes SEBI, in phases, made demat tradingin stocks mandatory for institutions first and, then, for allinvestors. Mandatory paperless trading, forced the FIIs todematerialize their holdings quickly.

As a consequence of SEBI's action, most major stocks aretraded in the paperless mode now. The second phase willinvolve some 200 stocks in a few months time. The effect ofSEBI's action is evident from NSDL's statistics. A total of 698companies, with a market capitalization of Rs. 7,37,300 crores(almost 80 per cent of the market capitalization of all listedstocks), is enrolled with the NSDL.

The costs of dematerialization have declined as the NSDLslashed charges as volumes expanded and the competition _from the Central Depository Services Ltd (CSDL) floated bythe BSE _ started in 1999 second half. A series of measuresby SEBI and NSDL also helped ease the strain faced by retailinvestors.


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From a long-term perspective, demat in India is ofconsiderable significance. Not only has the general tradingenvironment improved and quickened, volumes too haveperked up, even in the demat segment. With demat taking off,

there is now scope for an improvement in the quality ofinvestor services.

As a consequence of dematerialization, the Indian market isalso well prepared for web-based trading though the quality oftelecom infrastructure and inadequacies in the bankingsystem-stock exchange linkages may cause delays. Notably,with regard to the thrust towards paperless trading, the Indianmarket managed in three years what took even the US muchlonger.

With a high degree of dematerialization a reality, the stage isset for rolling settlements and web-based trading. Once theseare in place, the Indian market will have moved closer to thestandards in advanced markets, such as the US. Andpaper-less trading may well be the catalyst for such a rapid

advancement.


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HISTORY OF THE ORGANIZATION

The dematerialized form of shareholding and the depositorymode of trade (scrip less trade) have been in operation indeveloped financial markets for over 15 years. In India, thefirst depository commenced operation a decade back and isrelatively new.

The Indian financial market is in need of both scrip-based andscrip less trade, but the investing community, which is usedscrip-based trade, is bound to take some time toaccept the latter.

The scrip less trading, till now a domain of the western world,

institutional investors and GDR holders is now mandatoryeven for small investors.

All those who hold physical share certificates have to get themdematerialized. If they do not, they will be forced to do so atthe time of sale.

The countless numbers of conservative Indians have to digestit, whether they like it or not. First, the institutional investors

succumbed. Then the high net worth individuals, trading inmore than a certain numbers of shares, were forced to givein. now, it is the turn of the small investors of select-companies.

With their share certificates being replaced by small slips andreceipts, naturally the average investors will have their shareof fears and apprehensions. It is necessary to educate andconvince these investors about the benefit of Demat rather

than forcing them to take part in the game.

Companys Vision


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To make ICICI Direct the dominant online share trading byworld class people andservices.

This we hope to achieve by:

Understanding the needs of customers and offering them

superior product and service.

Leveraging technology to service customers quickly andconveniently.

Developing and implementing superior risk managementand investment strategic to offer sustainable and stable returnto our shareholder.

Providing and enabling environment to foster growth andlearning for our employees

Companys Mission

To judged by their sales and earnings growth rates than on theabsolute value of their sales and earnings. Look for companiesthat consistently grow faster than there peers.

Investors prefer companies that increase profit margins -- thepercentage of sales that they keep -- every year. This isaccomplished either by lowering expenses or raisingprices. Look for companies that consistently find ways tosqueeze more profits out of sales than their peers.

The financial health of a company is dependent on acombination of profitability, short-term liquidity and long term

liquidity. Companies, which are profitable, but have poor shortterm or long term liquidity measures, do not survive thetroughs of the trade cycle.

OBJECTIVES OF THE STUDY

Study of ICICI Direct.com (Online Share Trading).


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Study of dematerialization in ICICI Capital Ltd.

Customers satisfaction of Opening Online Trading A/c.

ICICI Capital Services Ltd., is depository participant (DP) andit is providing the financial services to the share holders and

various other DPs also providing almost same services whichleads to a competition. So in order to retain the existingcustomers of ICICI Capital Ltd. and to attract new customersknowing the customers need and preferences and expectationis very important. The study involves knowing the expectationand satisfaction level of ICICI Capital Ltd. customers.

PRODUCT PROFILE

DE-MAT

The dematerialized form of shareholding and the depositorymode of trade (scrip less trade) have been in operation indeveloped financial markets for over 15 years. In India,the first depository commenced operations a decade back andis relatively new.

The Indian Financial Markets is in need of both scrip-basedtrade, but the investing community, which is used to scrip-based and scrip less trade, is bound to take some time toaccept the latter. The scrip less trading, till now a domain ofthe western world, institutional investors and GDR holders isnow mandatory even for small investors. All those who holdphysical share certificates have to get them dematerialized. Ifthey do not, they will be forced to do so at the time of sale.

A process by which the physical certificates of an investor aretaken back by the company / registrar and actually destroyedand an equivalent number of securities are credited in the

electronic holdings of the investor.


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Offers services to clients dealing in Government securitiesthrough the SGL A/C. besides holding the securities, ICICICapital Services Ltd.

Provides records update based on the transactions made bythe clients.

Collects and credits the benefits and proceeds from sale tothe clients account; and Supplies periodical reports on the transactions and holding ofthe clients.

TRADING:

Next function activates when an investor buys or sells in themarket.

Buying:

1. An investor gets order executed and makes payment to thebroker.

2. Investor instructs his Depository Participant to expect crediton settlement day. Broker instructs his DP to debit his Clearing

Member account on settlement day.

3. Before settlement day Broker makes payment toclearinghouse through Clearing Bank.

4.On settlement day Clearing house releases shares tobrokers Clearing Member account which is then transferred toinvestors account through NSDL (National SecuritiesDepository Limited). Investor gets credit in his account.

SELLING:

1. An investor gets order executed.


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2. Investor instructs his Depository Participant to debit hisaccount with immediate effect. The shares move frominvestors account to Brokers Clearing Member account viaNSDL. A Broker clearing member accounts is credited.

3. Before settlement day broker transfers shares from hisclearing member account to Clearinghouse via NSDL. His

account is debited.

4. On settlement day Broker receives payment from clearinghouse which he passes on to the investor.

ICICI Direct.com

ICICIDirect.com is a truly online share-trading site. This meansthat from the time you punch in a buy or sell trade on yourcomputer to the final settlement in your account, everythinghappens completely online.

The 3-in-1 e-invest account integrates your brokerage, bankand one or more depository accounts to make sure that youcan do the otherwise cumbersome share trading from thecomfort of your home or office, at absolutely any time of the

dayor night.

HOW CAN ONE OPEN AN ACCOUNT IN DEMAT?

First an investor has to approach a DP and fill up an accountopening form. The account opening form must be supportedby copies of any one of the approved documents to serve as

proof of identity (POI) and proof of address (POA) as specified


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by SEBI. Besides, production of PAN card in original at thetime of opening of account has been made mandatoryeffective from April 01, 2006.

All applicants should carry original documents for verificationby an authorized official of the depository participant, under hissignature.

Further, the investor has to sign an agreement with DP in adepository prescribed standard format, which details rights andduties of investor and DP. DP should provide the investor witha copy of the agreement and schedule of charges for theirfuture reference. The DP will open the account in the systemand give an account number, which is also called BO ID(Beneficiary Owner Identification number).

The DP may revise the charges by giving 30 days notice inadvance. SEBI has rationalised the cost structure fordematerialization by removing account opening charges,transaction charges for credit of securities, and custodycharges vide circular dated January 28, 2005.

ORGANIZATION STRUCTURE


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Employees of the company


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Anil Kaul, CEO Retail

Ashish Kaul,- Marketing & analysist

Rajendra Sharma, -Equity Analysist & MIS

Rohit Dhabolkar, -Marketing & Branding

Sanjiv Saraff, -Product Manager

Abhijit Ghosh, -Sales zonal heads

Dharmesh Dixit, -Project & operation.

Prasanan Keshavan,- Customer service & operation

Raman Addanki, -Legal risk & Complain

Manoj Kabra,- Audit & cost control.

Harendra Kumar,- Research

Joseph Abraham, -HR.

Shikha Singh, -Compensation & Benefits.

Sujata Kapoor,- Talent Management.

Aloma Sing, -Strategic & Sourcing.

Malachi Lopes,-HRIS

Sanjita Chougle, -Payroll.

Santosh Nayak -Administration.

Profile of the Organisation


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DEPARTMENT/FUNCTIONAL AREAS

Infrastructure financing, corporate financing and retail havebeen the strong pillars of ICICI's growth. They expect these toremain thrust areas in the future too. The financial institutionsees significant opportunities in the power sector, and in therapid deregulation of the Telecom sector. On the retail side,

ICICI has established a retail franchisee through a physicalpresence across 42 cities. Its retail thrust has been on theplanks of technology enabled low cost distribution channelslike the Internet, Call centers and ATMs. It occupies thenumber one position in automobile financing (over 20% of themarket share), number one in credit cards on an incrementalbasis. It also has a growing presencein home finance and on-line trading.

ICICI BANK

ICICI Bank is a commercial banking outfit set up by the ICICIGroup. The Bank was registered a banking company onJanuary 5th, 1994 and received its banking license fromthe Reserve Bank of India on May 17th, 1994. The Bank hasan authorized capital of INR 300crore (USD 75.96 million), ofwhich subscribed and paid-up capital is INR 165 crore(USD 41.78 million). The first ICICI Bank branch was started in

Madras in June 1994. The branches are fully computerizedwith state-of-the-art technology and systems. All of them arefully networked through V-SAT (Satellite) technology. TheBank is connected to the international SWIFT network sinceMarch 1995. ICICI Bank offers a wide spectrum of domesticand international banking services to facilitate trade,investment, cross-border business, and treasury and foreignexchange services. This is in addition to a whole range ofdeposit services offered to individuals and corporate bodies.

ICICI Banks Infinity was the first Internet banking service inthe country, and a prelude to banking in the next millennium.Currently the Bank has around 150,000 customers.

ICICI VENTURE FUNDS MANAGEMENT COMPANY

LIMITED


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With the recent spurt in entrepreneurship in the country,venture capital and private equity capital financing are fastattaining a role of prominence. Uniquely positioned to take theIndian entrepreneur further is ICICI Venture Funds, the whollyowned subsidiary of ICICI, with its keen understanding of theIndian Financial Markets, entrepreneurial ethos, access to

global capital and a network through influential globalalliances. Strong parentage and affiliates provide ICICIVenture with access to a broad spectrum of financial andanalytical resources. An affiliation with (Trust Company of theWest) provides a platform for networking Indian Companies toglobal markets and technology. ICICI Venture Funds currentlymanages / advises 11 Funds aggregating US$ 400 million,making it the most significant private equity investor in thecountry. The investment experience of ICICI Venturesprofessionals is the foundation its strengths and success inseveral areas of investing. ICICI Venture seeks to invest inopportunities where its network through ICICI and TCW cancreate value for all involved. ICICI Ventures primaryinvestment objective is capital investment through investmentsby way of equity or equity-related securities in unlistedcompanies with significant growth potential. ICICI Venturesinvestments span a broad spectrum of industries and stages of

development, the investment focus being on

. Information Technology

. Biotechnology and Life Sciences

. Media and entertainment

. Retail Services

ICICI SECURITIES AND FINANCE COMPANY LIMITED

Formed in 1993 when ICICIs Merchant Banking Division wasspun off into a new company, I-SEC today are Indias leading


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Investment Bank and one of the most significant players in theIndian capital markets. Its client list includes some of the bestknown, most respected names in Indian business andindustry, and I-SEC offers them what are probably the widest,most in-depth range of services in the market, with thehighest standards of professionalism. Backed by a strongdistribution network, I-SEC is acknowledged to be at the

forefront of all new developments in the Indian debt market.ISEC Research Reports, Compendia, Updates, I-BEX andsovereign Bond Index, have become industry standards,sought after by finance, business and reputed publicationsalike. The Project Finance Group has helped take strategicprojects from the drawing board to financial closure, leveragingthe expertise of parent organization. I-SEC has also executedseveral assignments in M & A, including business valuations,spin-offs and mergers, for both domestic and overseas clients.

The range of products offered by i-SEC includes:

. Corporate Finance Mergers and Acquisitions, Equity,Bidding (especially for Telecom Projects)

. Fixed Income Primary Dealership, Debt Research

. Equities Lend management, Underwriting, Syndication,Private Equity placement, Sales, Trading, Broking, Sect oral

and Company Research I - SEC Continues to sustain a steadyrate of growth by offering the most extensive range ofservices combined with unrivalled standards ofprofessionalism.

ICICI BROKERAGE SERVICES LIMITED


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Set up in March 1995, ICICI Brokerage Services is a 100%subsidiary of I-SEC. It commenced its securities brokerageactivities in February 1996 and is registered with theNational Stock Exchange of India Limited and The StockExchange, Mumbai. We are a joint venture between ICICI andthe leading financial services provider in India, and prudentialplc of U.K., one of the finest Life insurance companies in the

world. Together we provide you with an extensive range ofinsurance products to suit your various needs at various lifestages. We aim to keep you covered, at every step in life.Their policies are need-specific and address particular agegroups.Our products can be categorized into the following:. Saving plans. Protection plans. Retirement plans

ICICI PERSONAL FINANCIAL SERVICES LIMITED

ICICI Personal Financial Services Limited formerly ICICI-Credit, was one of the first four companies to obtainregistration as a Non-Banking Financial Company(NBFC) from the Reserve Bank of India (RBI) on September10, 1997 under the new section 45IA of the Reserve Bank ofIndia Act, 1934. During the year 1998-99, there was a

significant shift in the Companys operation from leasing to hirepurchase to distribution and servicing of all rental products forthe ICICI Group. It is now a focal point for marketing anddistribution of all rental asset products for ICICI, including autoloans, consumer durable finance and other financial products.The Company has thus become part of ICICIs retail strategyaimed at offering a comprehensive range of products andservices to retail customers. In view of this reorientation of thebusiness, the name of the Company was changed from ICICI

Credit Corporation to ICICI Personal Financial ServicesLimited (ICICI PFS) effective March 22, 1999.

ICICI CAPITAL SERVICES LIMITED

ICICI Capital Services Ltd. was incorporated in the name ofSCICI Securities Ltd. on September 24, 1994 as a wholly

owned subsidiary of erstwhile SCICI Ltd. with the objective of


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providing stock broking services to the institutional clients andundertaking activities such as underwriting, primary marketplacements & distribution industry & company research etc.After the amalgamation of SCICI with ICICI effective from 1April 1996, resulting in the change of the name. The companyis mandated, under review by ICICI, to carry out on its behalfthe retail resource raising activities and to provide front office

services related to all retail and semi retail liability products ofICICI. The company also operates the network of ICICICenters being set up by ICICI. As on date the company hasset up 91 centers across the country.

ICICI INFOTECH

ICICI InfoTech is a leading provider of end-to-end IT solutions.We have an in-depth experience of having worked on varied

technologies with leading corporations worldwide. Our serviceportfolio includes the following:

IS & IT Consulting

Software Design and Development

Enterprise Application Integration

Value Chain Management Solutions (SCM, CRM etc.)

Application Re-engineering and Management

Knowledge Management Solutions

Embedded System Applications

Technology Incubation, IT-enabled Services & IT

Outsourcing

ICICI Capital Ltd.

Its products are

RBI Bonds


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E-invest (ICICI Direct.com) Fixed Deposits

Mutual Funds Bonds Demat Equity IPO

ICICI DIRECT.COM (ONLINE SHARE TRADING):

ICICI Direct.com is a truly online share-trading site. Whichmeans that from the time you punch in a buy or sell trade onyour computer to the final settlement in your account,Everything happens completely online.The 3-in-1 e-investaccount integrates your brokerage, bank and one or moredepository accounts to make sure that you can do theotherwise cumbersome share trading from the comfort ofyour home or office, at absolutely any time of the day or night .

PERFORMANCE AND OPERATIONS

The Sales turnover of the Company during the year wasRs.2,602 million. There is a decrease of 4% from the previousyear. Decline in the sale of Carburetors for two wheelers and

four wheelers had contributed to the overall sales downturnthough the Company has improved the sale of MPFI parts topassenger cars.

The profit after tax of the Company for the year under review isRs.377 million Due to inclusion of an extraordinary profit ofRs.250 million on sale of investments, the Profit after Tax hasregistered an increase of 42% compared to previous year.

The profit from the manufacturing activities of the Company islower mainly due to

a. price reduction offered to customers

b. increase in the input and raw materials cost


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c. a particular customer in the two wheeler market witnessed asteep decline in the sale of a model for which UFSL issupplying the Carburetors.

Key Ratios 2005-06 2004-05.

Net Profit Ratio (PAT/Sales) 14.49 9.49 Net Profit Ratio(PAT/Net worth) 22.21 18.13 Current Ratio (CurrentAssets/Current Liabilities) 1.67:1 2.55:1 Debt -Equity Ratio0.47:1 0.04:1 Debtors Turnover (Debtors/Gross Sales) 1.18Months 1.25 Months Creditors Turnover (Creditors/Purchases)1.86 Months 1.59 Months Dividend Pay-outRatio 17 15.37

SWOT ANALYSIS OF THE COMPANY:

Strengths

1. Management philosophy and commitment to maximizeshareholders returns

2. Upgraded product design and development facilities todevelop new products and aid diversification

3. Ongoing activities to support up gradation of operationalperformance and rise in productivity

4. Team of talented and committed professionals available toimprove companies performance

Weakness

1. Competition from cheap imports

2. Low customer base

Opportunities


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1. UFSL has initiated development of products for dieselapplication. This will provide tremendous scope fordiversification and growth

2. Acquisition of AMTEC to provide opportunities to accessglobal OEMs

3. Opportunity to support AMTECs operations by supplyingproducts from India

4. The introduction of new emission norms will provide UFSLopportunity to develop injection systems and thereby upgradethe status of the company from product to systemsupplier.

Threats, Risks & Concerns

1. Constant pressure to be cost competitive to meet customerexpectations

2. Relentless pressure to maintain profitability due to risinginput/raw material prices

3. Increasing popularity of alternative fuel vehicles, such as

Hybrid, Hydrogen powered, CNG and LPG vehicles posesnew challenges for the company

FUTURE PROSPECTS AND PLANS OF THEORGANIZATION

For ICICI the past half has been a trying period more sobecause of the adverse environmental conditions such as thedepressed equity markets and the volatile currency


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markets. However, its retail thrust and a perceptible shift infinancing from manufacturing projects to corporate finance willput it in good stead for the quarters to come. Its growingimportance in the telecom and infrastructural sectors, whichhave huge potential, will be a key driver of growth for thefuture.

ACHIEVEMENT AND AWARD

Winning is a habit that is assiduously cultivated at ICICISecurities Limited (i-SEC). Be it deals, mandates or awards,we manage them all in our quite and efficient way.

For us winning awards is a matter of pride and honour. Each

new award is a manifestation of our hard work andcommitment to our clients.

Since inception, i-SECs expertise has been time and againwidely recognized by both domestic and internationalagencies.

Our Fixed Income team for the last two years (CY 2004 and2005) has been adjudged the Best Bond House in India by

both Asia money and Finance Asia. The equities team wasadjudged the Best Indian Brokerage House-2003 by Asiamoney. The Corporate Finance team, according to Bloombergtopped the M&A league tables in 2003.

PROBLEM ANLYSIS:

STATEMENT OF THE PROBLEM

Online trading and Demat are the two emerging concepts inthe stock market. It involves personal factors, technical factors,business factors and economic factors. The interplay of these


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factors on stock market requires a deep study about thepattern process and procedures and performance.

This study is intended to identify the various concepts aboutdemat and the online trading and its way of functioning ICICIprovisions are not exposing to its customers extensively.Hence in this report an attempt has been made to link the

potential customers and the ICICI Direct .Com

OBJECTIVES OF THE STUDY

Every company has a particular goal. A study withoutobjectives cannot reach the destination. My project workprogrammed was also directed to some particular targetsand the main objective of the study are as bellow;

Study of ICICI Direct.com (online share trading) Study of dematerialization in ICICI Capital Ltd. Customers satisfaction and awareness of ICICI CapitalServices Ltd.

SCOPE OF THE STUDY:

Globalization of the financial market has led to a manifold

increase in investment. New markets have been opened; newinstruments have been developed; and new services havebeen launched. Besides, a number of opportunities andchallenges have also been thrown open.

RESEARCH DESIGN OF THE STUDY

The study is based on survey technique. The study consists ofanalysis about customers awareness and satisfaction of ICICICapital Ltd. For the purpose of the study customers 100 arepicked up and their views solicited on different parameters.The methodology adopted includes

Questionnaire


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Random sample survey of customers

Discussions with the concerned

Personal interviews and informal discussions were held withICICI Capital Ltd. customers to ascertain the awareness and

satisfaction level. Further applying simplestatistical techniques has processed the data collected.

SOURCES OF DATA:

Primary data: Questionnaire Secondary data: are published materials such as periodicals,journals, news papers, and website.

SAMPLING PLAN:

Sampling since segment wise investors in ICICI Capital Ltd.are not available for the overall customers was considered forthe study. 100% coverage was difficult within the limited periodof time. Hence sampling survey method was adopted for thepurpose of the study.

Population: (universe) customers of ICICI Capital servicesLtd.

Sampling size: A sample of hundred was chosen for thepurpose of the study. Sample considers of small investor,large investors and traders of ICICI Capital Ltd.

Sampling Methods: Probability sampling requires complete

knowledge about all sampling units in the universe. Since due


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to time constraint non-probability sampling was chosen for thestudy.

Sampling procedure: From large number of customers ofICICI Ltd. were randomly picked up.

Field Study: directly approached respondents.

DATA COLLECTION INSTRUMENTCOLLECTION OF DATA THROUGH QUESTIONNAIRES:

The data collected for the study purpose is throughquestionnaires. Hundred customers ofICICIdirect.com have been selected randomly for the studypurpose and then the information revealed from the customers

is analyzed and interpreted in the study.

ORGANISATION OF FIELD WORK

Initial field work has done for pre testing tools for datacollection. The data is collected through the direct interactionwith the ICICIs customers through questionnaires answeredby them. hundred customers of ICICI were randomly chosen

for the purpose of the study in Bangalore

.

LIMITATION OF STUDY

Since sample size is only 100, which is not a true

representative of the population as a whole.

Since segment wise investors is not available in ICICI CapitalLtd. Overall concept is taken for the study.

Information is partly based on secondary data and hence theauthentic of the study can be visualized and is measurable.

Level of accuracy of the results of research is restricted to

the accuracy level with which the customers have given their


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answersand t eaccuracy level f t eanswerscannot eredicted.

DATAANALYSIS AND INTE P ETATI N

ifferent typesof investors aving I I I irect.com.

Percentageof investors aving I I I irect.com.

The above table shows that out of 100 customers, 58 customers aresmall investors and32 customers are long term investors.

ustomersawarenessof t enewservicesoffered yI I I irect.com

Percentageofcustomersawarenessof t enewservicesoffered y I I I irect.com

Small Investors

58%

Long term investors

32%

Traders

10%


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According to the survey 34% customers know the services throughICICI direct.com,6% from others,12% from news & magazines,14%

from broker and 34%through ICICI agent.

ustomerssatisfactionof t eservicesof I I Iirect. om

Percentageofcustomerssatisfactionof t eservicesofI I I irect. om

Thr

ugh ICICI

Dir

ct.c

m

4%

N

w

Pap

r/Magazin

%Br

k

r

4%

Ag nt

4%

Oth

r

6%


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According tosurvey % ofcustomersaresatisfiedwit t eservicesof I I I irect .comand % aremostlysatisfied.

enwecansay t at I I I irect. omoffersualityservice t at touchescustomerssatisfaction level.

ustomerssatisfactionof the emat servicesof I I I

irect. om

Percentageofcustomerssatisfactionof the emat servicesofI I I irect. om

Mostly

Satisfied

2

%

Mostly

Unsatisfied

2%

Neither Satisfied

&Unsatisfied10%

Satisfied

6 %

N/S

6%


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According to thesurvey % aresatisfiedwith the ematServicesof the I I I apital td. % of thecustomersarenot satisfied. Sowecansay I I I irect. omoffersualityservices in emat sectionalso.

ustomerssatisfactionwith thepurchaseandsalesof I I Iirect. om

Percentageofcustomerssatisfactionwith thepurchaseandsalesof I I I irect. om

Mostly

satisfied

22%

neither satisfied

unsatisfied16%

Mostlyunsatisfied

12%

Satisfied

6%

u/s

%


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According to thesurveyonly % of thecustomersare

satisfiedwith Purchaseand Salesof I I I irect. om. Sowecansaypurchaseandsalessection I I I irect. omsatisfiedthecustomers.

ustomerssatisfactionwith thesell of theirsecurities incash

Percentageofcustomerssatisfactionwith thesell of theirsecurities incash

Mostly

satisfied

26%

neither satisfied

unsatisfied1 %

Mostlyunsatisfied

8%

Satisfied

0%

u/s

12%


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According to thesurvey % of thecustomersaresatisfiedwith thesell incashsystemof I I I apital td. Sowecansay that I I I irect. omsatisfied thecustomerswith thesell ofcustomerssecurities incash.

ustomerssatisfactionwith the tradingdemosprovided y the

I I I apital td.

Percentageofcustomerssatisfactionwith the tradingdemosprovided y the I I I apital td.

Mostly

satisfied

20%

neither satisfied

unsatisfied6%

Mostlyunsatisfied

3%

Satisfied

70%

u/s

1%


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According to thesurvey % of thecustomersaresatisfiedwith the rading emos that areconducted y the I I Iapital td. % aremostlysatisfied. Sowecansay that

I I I customersareattending thedemoprogrammersand theI I I employeescanable tosolve the ueriesof thecustomers.

ustomers satisfactionwith theco-operationby thestaffofI I I apital td.

Percentageofcustomerssatisfactionwith theco-operationbythestaffof I I I apital td.

Mostly

satisfied

6%

neither satisfied

unsatisfied %

Mostlyunsatisfied

1

%

Satisfied

32%

u/s

%


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According to thesurvey, % of thecustomersaresatisfiedand % of thecustomersaremostlysatisfiedwith theco-operationby thestaffof I I I apital td. So, wecansaythat most of thecustomersaresatisfiedwith theco-operationby thestaffof I I I apital td.

IND

ING

SNCLU

SIN

INDINGS

I I Idirect.comcustomersaremoresatisfiedwith the ualityservices. oldingsecurities inelectronic formgivessome far-reachingadvantages to the investors.

Mostly

satisfied

2

%

neither satisfied

unsatisfied20%

Mostlyunsatisfied

3%

Satisfied

52%

u/s

1%


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www.icicidirect.com

www.icicisecurities.com

www.hinduonnet.com/businessline

www.cdslindia.com/FAQ/demat.htm

www.nsdl.co.in/services/demat.php

www.sebi.gov.in/faq/faqdemat.html

QUESTIONNAIRE

Name:-

Contact no

E mail:.

1) How do you justify your preference for ICICI Capital Ltd.over other Depository Services?

o Quality Serviceo Safetyo Reacho Vast variety of Serviceo Nothing in Particular


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2) What are the different types of investors having. ICICIDirect.com?

o Small Investors o Long term investorso Traders

3) In which scheme are you holding your shares in ICICIDirect.com.?

o ICICIDirect.como Settlemento Transmission of Securitieso Sell 'N' Casho Mutual funds

4) Do you aware the services offered by. ICICI Direct.com?

o ICICIDirect.com o Settlemento Transmission of Securities o Sell 'N' Cash

o Mutual Fundo Loans Against de-mat shares

5) If you are aware of the new services offered by ICICIDirect.Com then how did they come to know about it?

o Through ICICI Direct.Com o News Paper/ Magazines

o Broker o Agentso Others

6) If you are not aware of the new services then who / what doyou think should be the first source of information?

o Through ICICI Direct.Com o News Paper/ Magazineso Broker o Agents

o Others


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7) Are you satisfied with the services of ICICI Direct.Com?

o Satisfied o Mostly Satisfiedo Neither Satisfied / Unsatisfied o Mostly Unsatisfiedo Unsatisfied

8) Are you satisfied with the Demat services of ICICIDirect.Com?


9) Are you satisfied with the purchase and sales of ICICIDirect.Com?


10) Are you satisfied with the transmission of securities ofICICI Direct.Com?

o Satisfied o Mostly Satisfiedo Neither Satisfied / Unsatisfied o Mostly Unsatisfied

o Unsatisfied

11) Are the customers satisfied with the sell their securities incash?



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12) Are the customers satisfied with the Mutual Fund serviceof. ICICI Direct.com?


13) Are you satisfied with the trading demos provided by ICICIDirect.com.?


14) Are you satisfied with the periodic receipts and holdingstatements of ICICIDirect.Com?


15) Are the customers satisfied with the telephonic enquiries ofICICI Direct.com?


16) Are the customers satisfied with the co-operation by the

staff of ICICI Direct.com.?


17) Are the customers are satisfied with the tariff structure ofICICI Direct.Com?


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o Very High o Higho Reasonable o Lowo Very Low

18) Overall how the customers rate the services of ICICIDirect.Com?

o 0 % o 20 %o 40 % o 60 %o 80 % o 100 %

19) How do the customers justify their preference forICICIDirect.com over its competitors?

o Quality Service o Rates chargedo Nothing in Particular o Safetyo Safety

20) Are the customers aware of the following products of ICICIDirect.com.?

o ICICI Bonds o ICICIDirect.como Mutual Fund o Equity IPOo Fixed Deposit o RBI Bonds

21) Have the customers faced any problem while dealingthrough ICICI Direct.Com or customers are unsatisfied with thebelow mentioned schemes / services?

o Frequent reminders are given to ICICI Direct.com for updatethe informationo Irregular receipt of Holding / Transaction statementso Improper format of Holding / Transaction statementso Improper attention given to the enquirieso Billing problemo Inadequate information

---THANK YOU SO MUCH FOR GIVING YOUR VALUABLE TIME ---


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