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1. How do you justify your preference for ICICI Capital Ltd. over otherDepository Services?

According tot the survey 50% customers justify that ICICI capital Ltd. ProvidingQuality services as compare to other depository services.

In which scheme are you holding your shares?

Small Investors Long term investors Trades

29 16 5

Out of 59 29 customers are small investors and 16 customers are long terminvestors.

Attributes No. of Persons Percentage

Quality Service 25 50Safety 10 20

Reach 6 12

Vast variety of Service 2 4

Nothing in Particular 7 14

44

50%

20%

12%4%

14%

Quality Service Safety Reach

Vast variety of Service Nothing in Particular

58%32%

10%

Small Investors Long term investors Trades


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2. Number of availed of the following services.

Schemes/Services No of Persons Percentage

ICICIDirect.com 40 80

Demat 45 90

Settlement 40 80Transmission of Securities 30 60

Freezing/Defreezing of an a/c 0 0

New Services

Trading Demo 39 78

Sell 'N' Cash 6 12

Loans against Demat Shares 0 0

Mutual funds 12 24

3. Number of customers aware of service.

Schemes/Services No of Persons Percentage


Demat 50 100

Settlement 35 70

Transmission of Securities 32 64

Freezing/ Defreezing of an a/c 13 26New Services

Trading Demo 42 84

Sell 'N' Cash 28 56

Mutual Fund 18 36

Loans Against demat shares 24 48

Mutual Fund 18 36

45

19%

21%

19%

14%

0%

0%

0%

18%

3% 0% 6%ICICIDirect.com

Demat

Settlement

Transmission of Securities

Freezing/Defreezing of an

a/c

New Se rvices

Trading Demo

Sell 'N' Cash

Loans against Demat Shares


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4. If you are aware of the new services then how did you come to know about it?

According to the survey 50% customers know the services through ICICI and

32% through ICICI agents.

Through ICICI

LTD.

News Paper/

Magazines

Broker Agents Others

25 5 4 16 0

50% 10% 8% 32% 0

46

16%

16%

11%10%

4%

0%

14%

9%

6% 8%6%

ICICIDirect.com Demat

Settlement Transmission of Securities

Freezing/ Defreezing of an a/c New Services

Trading Demo Sell 'N' Cash

Mutual Fund Loans Against demat shares

Mutual Fund

34%

12%14%

34%

6%

Through ICICI Ltd. News Paper/Magazines Broker Agents Others


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5. If you are not aware of the new services then who/what do you think should

be the first source of information?

According to the survey the first source of information is ICICI itself ad agents.

6. ICICI Direct.com

According to survey 64% of customers are satisfied with the services of ICICI

Direct .com and 24% are mostly satisfied.

Through ICICI

Ltd.

News Paper/Magazines Broker Agents Others

17 6 7 17 3

34% 12% 14% 34% 6%

Satisfied Mostly

Satisfied

Neither Satisfied/

Unsatisfied

Mostly

Unsatisfied

Unsatisfied

32 12 5 1 064% 24% 10% 2% 0

47

50%

10%8%

32%

0%Through ICICI LTD.

News Paper/ Magazines

Broker

Agents

Others

64%

24%

10%

2%

0%

Satisfied Mostly Satisfied New ither Satisfied/ Unsatisfied Mostly Unsatisfied Unsatisfied


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7. Demat

Satisfied Mostly

Satisfied

Neither Satisfied/

Unsatisfied

Mostly

Unsatisfied

Unsatisfied

23 11 8 2 6

46% 22% 16% 4% 12%

According to the survey 46% are satisfied with the Demat Services of the ICICI

Capital Ltd. 12% of the customers are not satisfied.

8. Purchase and Sales (settlements)

Satisfied MostlySatisfied Neither Satisfied/Unsatisfied MostlyUnsatisfied Unsatisfied

20 13 7 4 6

40% 26% 14% 8% 12%

According to the survey only 40% of the customers are satisfied with Purchaseand Sales.

48

46%

22%

16%

4%12%

Satisfied Mostly Satisfied

Neither Satisfied/ Unsatisfied Mostly Unsatisfied

Unsatisfied

40%

26%

14%

8%

12%


Neither Satisfied/ Unsatisfied Mostly UnsatisfiedUnsatisfied


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9. Transmission of securities.

Satisfied Mostly Satisfied Neither Satisfied/

Unsatisfied

Mostly

Unsatisfied

Unsatisfied

15 11 16 6 2

30% 22% 40% 12% 4%

10. Freezing / Defreezing of and account and loans against Demat Shares.

Satisfied Mostly Satisfied Neither Satisfied/

Unsatisfied

Mostly

Unsatisfied

Unsatisfied

0 0 0 0 0

0 0 0 0 0

11. Sell N Cash

Satisfied Mostly

Satisfied

Neither Satisfied/

Unsatisfied

Mostly

Unsatisfied

Unsatisfied

35 10 5 0 0

70% 20% 10% 0 0

According to the survey 70% of the customers are satisfied with the sell and cashsystem of ICICI Capital Ltd.

49

30%

22%32%

12% 4%

Satisfied Mostly Satisfied Neither Satisfied/ Unsatisfied Mostly Unsatisfied Unsatisfied

70%

20%

10%

0%

0%



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12. Mutual Fund.

Satisfied Mostly

Satisfied

Neither Satisfied/

Unsatisfied

Mostly

Unsatisfied

Unsatisfied

19 17 12 2 0

38% 34% 24% 4% 0

38% of the customers are satisfied with the Mutual fund services of ICICI CapitalLtd. Customers tendency is that they believe that Mutual Fund and Shares aresame.

13. Trading Demos

Satisfied Mostly

Satisfied

Neither Satisfied/

Unsatisfied

Mostly

Unsatisfied

Unsatisfied

26 12 10 2 052% 24% 20% 4% 0

According to the survey 52% of the customers are satisfied with the TradingDemos that are conducted by the ICICI Capital Ltd. 24% are mostly satisfied.

50

38%

34%

24%

4%0%


52%

24%

20%4%

0%


Neither Satisfied/ Unsatisfied Mostly Unsatisfiede

Unsatisfied


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14. Periodic receipts of holding statements

Satisfied Mostly

Satisfied

Neither Satisfied/

Unsatisfied

Mostly

Unsatisfied

Unsatisfied

10 9 8 16 7

20% 18% 16% 32% 14%

15. Telephonic enquiries

Satisfied Mostly

Satisfied

Neither Satisfied/

Unsatisfied

Mostly

Unsatisfied

Unsatisfied

8 23 6 7 5

16% 48% 12% 14% 10%

16. Cooperation by staff

Satisfied Mostly

Satisfied

Neither Satisfied/

Unsatisfied

Mostly

Unsatisfied

Unsatisfied

16 23 2 7 2

32% 28% 4% 14% 4%

51

20%

18%

16%

32%

14%


16%

48%

12%

14%

10%


Neither Satisfied/ Unsatisfied Mostly Unsatisfied

Unsatisfied


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17. Bill acceptance

Satisfied Mostly

Satisfied

Neither Satisfied/

Unsatisfied

Mostly

Unsatisfied

Unsatisfied

18 9 8 12 3

36% 18% 16% 24% 6%

18. Tariff structure

Very High High Reasonable Low Very

Low

6 7 38 1 0

12% 14% 72% 2% 0

52

32%

46%

4%

14% 4%


36%

18%16%

24%

6%


12%

13%

73%

2%0%

Very High High Reasonable Low Very Low


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19. Tariff for ICICI Direct.com


6 10 34 0 0

12% 20% 68% 0 0%

According to the survey 68% of the customers said that Tariffs of ICICIDirect.com are reasonable.

20. If you have faced any problem when dealing through ICICI Capital Ltd. or you

are unsatisfied with the above mentioned schemes/ services.

Schemes/ Services No of Persons Percentage

Frequent reminders are given to ICICICapital Ltd for update the information

12 24%

Irregular receipt of Holding/ Transactionstatements

11 22%

Improper format of Holding/ Transactionstatements

8 16%

Improper attention given to the enquiries 7 14%

Billing problem 5 10%Inadequate information 7 14%

Others 0 0

53

12%

20%

68%

0%0%



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21. Overall how do you rate the services of ICICI Direct.com?

0 0 18 28 4 0

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

0 0 36% 56% 8% 0

According to the survey 56% of the customers said that ICICI Capital Ltd

services is providing only 60% of its services to its customers and only 8% of

customers said that ICICI is providing 80% for its ICICI Direct.com

22. How do you justify your preference for ICICIDirect.com of ICICI Capital Ltd

over its competitor?

Quality Service Rates charged Nothing in

Particular

Safety Reach

26 5 12 4 3

52% 10% 24% 8% 6%

54

0%0%

36%

56%

8% 0%

1 2 3 4 5 6

52%

10%

24%

8% 6%

Quality Service Rates charged Nothing in Particular Safety Reach


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According to the survey 52% of customers justify their preferences for ICICIDirect.com for quality services , 10% for rates charged and 8% for safety23. Overall how do you rate the services of the ICICI Capital Ltd.?

0 0 23 20 7 0

0% 20% 40% 60% 80% 100%0 0 46% 40% 14% 0

According to the survey 54% of the customers said that the service of ICICI

Capital Ltd is above 60% and 46% said that services is only 40%

24. Whether you are aware of the following products.

Products Tick %

ICICI Bonds 50 100


Demat 43 88

Mutual Fund 39 78

Equity IPO 37 74

Fixed Deposit 44 88

RBI Bonds 41 82

According to the survey most of the people know all the products of ICICI Capital

Services Ltd. Only the customers do not know few products. 100% awareness in

case of ICICI Bonds and 90% in case of ICICI Direct.com

55

0%0%

46%

40%

14% 0%

1 2 3 4 5 6


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HYPOTHESIS TESTING:

1. ICICI company claims that 60% of customers prefer their product for quality

service. Would you agree this?

Soln:-

Null hypothesis H0 : P = 0.6

Alternative hypothesis H1 : P 0.6

Level of significance : 0.05

Sample size n = 50

Sample proportion P = 25/50 x 100 = 0.5 = 50%

Test statistics :Test for proportion:- Z = P P

( Pq/n)

Z = 0.5-0.6

((0.6)(0.4)/50)

= -0.1

0.0.692

Z calculated value = -1.445

Table value at 5% level of significance lies between -1.96 to +1.96

Conclusion:-

Since calculated value (-1.445) < Table value (-1.96), hence H 0 is

accepted.

2. ICICI company claims that 60% of customers hold their shares in the category

of small investors. Would you agree with this?

Soln:- Null hypothesis H0 : P=0.6

Alternate hypothesis H1 : P 0.6


Sample size n = 50


Test statistics :

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Test for proportion:- Z = P P

( Pq/n)



Conclusion:-


accepted.

3. 60% customers are aware of sell & cash.

Soln:-

Null hypothesis H0: P=0.6Alternate hypothesis H1: P 0.6


Sample size n = 50


Test statistics:

Test for proportion: - Z = P P

( Pq/n)



Conclusion:-


accepted.

4. 60%customers are aware of the servicesloans againstshares

Soln:-

Null hypothesis H0 : P=0.6



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Sample size n = 50


Test statistics :


( Pq/n)



Conclusion:-


accepted.

5. 60% of the customers are aware of the service mutual fundssoln:-




Sample size n = 50



( Pq/n)



Conclusion:-

Since calculated value (-3.468) > Table value (-1.96), hence H 0 is rejected.

6. 60% of customers are satisfied with demat service

Soln:-




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Sample size n = 50


Test statistics :


( Pq/n)



Conclusion:-


7. 60% of customers are satisfied with the service perodic receipts and holding

statement.Soln:-




Sample size n = 50



( Pq/n)



Conclusion:-


8. 60% of the customers are satisfied with bills acceptance service

Soln:-



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Sample size n = 50


Test statistics :


( Pq/n)



Conclusion:-


9. 60% of customers are satisfied with ICICIdirect.com

Soln:-




Sample size n = 50

Sample proportion P = 32/50 x 100 = 0.64 = 64%Test statistics :


( Pq/n)

Z calculated value = 0.578


Conclusion:-

Since calculated value (0.578) < Table value (-1.96), hence H 0 is

accepted.

10. 60% of customers feels that Tariff for ICICIdirect.com is high.

Soln:-

60


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Sample size n = 50


Test statistics :


( Pq/n)



Conclusion:-

Since calculated value (-5.780) < Table value (-1.96), hence H 0 is rejected.

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FINDINGS

ICICIdirect.com customers are more satisfied with the quality services.

Holding securities in electronic form gives some far-reaching advantages

to the investors.

ICICIdirect.com offers a wide choice of products for investing in the stock

market. It allows to invest in shares, mutual funds and other financial

products. With ICICIdirect.com one can manage own demat and bank

accounts directly and independtly.

The depository participant will allow an investor to trade through any

brokers of his choice registered with the stock exchanges connected with

National Securities Depository Ltd, what will have to provide the details of

investors account with Depository Participant.

Investor can click to get online information on their open orders and

traders i.e. orders that are routed to exchange are waiting in the queue to

be executed can be viewed for their status.

Transaction details for the traders done in the last month are available online.

Printed account statements too are available for earlier.

RECOMMENDATIONS:

Some customers feel that they are trained for ICICIDirect.com demo. Many

customers feel that batch of 15 are good for ICICIDirect.com training.

Survey reveals that most of the customers are not aware of the service of the

Mutual Fund. ICICI Capital Services Ltd. and the normal tendency of the

customer are both investing in shares and in Mutual Funds is one and thesame. So for this ICICI Capital Services Ltd., should create an awareness of

what exactly mean by Mutual Funds and all other services of ICICI Capital

Services Ltd.

After getting the printouts of the holding statement, dispatch of the same

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should be taken place with no delay and this can be cross verified with the

sender (dispatch section).

Customers are facing over crowding, non-availability of telephone lines, so

proper measures should be taken to overcome these problems.

The ICICI official should conduct regular training demo classes for the new

account holders.

CONCLUSIONS:

Since it is service base industry, the customers satisfaction plays a vital role.

Survey reveals that customers are not getting their holding / transaction

statement on time and some of the customers are not getting that at all. So in

order to satisfy the customers following remedies can be taken. For product

awareness they are doing well, like appointing agents, giving advertisement in

the newspapers and TV ads.

Based on the study, it is revealed that small investors hold maximum shares and

investors prefer ICICI capital services because of their quality services.

ICICIdirect.com helps investors to trade online and ICICI also is an interlinks the

transactions between demat and saving account, from which money will be

automatically debited/credited to the investors account on the basis of thetransaction.

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