a study on customer satisfaction on direct investment with icici direct

8/13/2019 a study on customer satisfaction on direct investment with icici direct

1/98

SUMMER TRAINING PROJECT REPORT

ON

A STUDY ON CUSTOMER SATISFACTION ON DIRECT

INVESTMENT WITHICICI DIRECT

Submitted in partial fulfilment of the requirements for the degree of

Master of Business Administration

Submitted to

Department Of Management Studies

Submitted By

Abhishek Jacob

Roll No.:11!1"#$

JSS ACADEM O! TEC"NICA# EDUCATION

NOIDA$%&'(&)

Uttar Prades* Te+*ni+a, Uni-ersit.

/%&'%$%&'01


2/98

A STUDY ON CUSTOMER

SATISFACTION ON DIRECT

INVESTMENT WITHICICI DIRECT

SUMMER TRAINING PROJECT REPORT

SUBMITTED TOWARD PARTIAL FULFILLMENT

OF

MASTER OF BUSINESS ADMINISTRATION

ACADEMIC SESSION

2012-2014


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4/98

De+,aration

% hereby declare that the research pro&ect report on 5A STUD ON

CUSTOMER SATIS!ACTION ON DIRECT IN6ESTMENT 7IT" ICICI

DIRECT8 includes the 'hole original 'ork and the same has not been submitted to

any of the (ni)ersity* that research pro&ect report should be liable to be re&ected or

cancelled if found other'ise.

AB"IS"E9 JACOB

+BA %% ,r.

Roll No.: 11!1"#$


5/98

JSS MA"A6IDAPEET"A

JSS ACADEM O! TEC"NICA# EDUCATION: NOIDA

DEPARTMENT O! MANAGEMENT STUDIES

CERTI!ICATE

-his is to certify that 5A3*is*e4 Ja+o38 has successfully completed the Summer

ro&ect titled on 5A STUD ON CUSTOMER SATIS!ACTION ON DIRECT

IN6ESTMENT 7IT" ICICI DIRECT8 from /%0%0% irect2 as the partial

fulfilment of the requirement for the a'ard of degree of Master of Business

Administration /M;B;A;1by (ttar radesh -echnical (ni)ersity during batch

3134315.

Dr. M.K. Sharma

"ead: Department of Management Studies:

JSSATE: Noida


6/98

AC9NO7#EDGEMENT

Any person can ne)er do 'ork of this nature alone. -his formal piece of

ackno'ledgement may not be sufficient to e6press the feeling of gratitude and affection

for those 'ho 'ere associated 'ith the pro&ect and 'ithout 'hose co4operation and

guidance this pro&ect could not ha)e been conducted properly.

%t is a matter of great pleasure for me in submitting the pro&ect report on / 'ith Special

Reference to 0ustomer satisfaction on irect %n)estment2 in the partial fulfilment of

the requirement of my course from / JSS A0A7+, 89 -70N%0A; 7(0A-%8N*

N8%A.2 %t is my profound pri)ilege to thankfully ackno'ledge the inspiring co4

operation e6tended to me by all the staff members for the successful completion of my

pro&ect.

+y first 'ord of thanks goes to +r.urnendu Ra'at* %0%0% irect* aluable guidance

and assistance* 'hich helped me in the completion of my summer -raining.

And also my special remembrance to all the faculty members of JSS A-7* Noida 'ho

ha)e encouraged me to be continuous learner.

And abo)e all* % thank the Almighty 'ithout 'hose blessings* nothing 'ould ha)e been

possible.

Abhishek Jacob


7/98

JSS A-7* Noida

ABSTRACT

7)er since 'e ha)e attained independence 'e ha)e been attaining some sort of

nourishment in one field or another. 9inance is the backbone of e)ery country and %ndia

is no e6ception. Being the country it is ha)e lot of pressure of population and that

burden has to be born by the earning population of the country. %ndian financial market

has been progressing leaps and bounds in last decade or so.

?orld see %ndia as the emerging po'er of the planet and %ndian finance has ma&or role

to play in letting the country in this great position. Share market is the breathing @one of

%ndian financial market. 7)ery %ndian company 'hich has some significance 'ith lot of

people has been listed in the stock e6change and has been affecting country.

Broking firms play a ma&or role in the smooth functioning of the Stock +arket because

in)estors trade through these broking firms. So because of lots of opportunity in thissector 'ith that is competition. +ore and more companies are entering into this sector*

so to maintain and acquire the client base it requires good marketing strategies on the

companies part.

%t must be kept in mind that ma&or share of in)estors are price sensiti)e and they decide

the in)estment options and the options to trade trough on the basis of cost effecti)eness.


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(Signature of ma&or ad)isor

CSignature of student

CONTENT

1. Introdu+tion;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;'$%

3. Compan.Profi,e;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;; ;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;(

3.1.%ntroduction;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;($0

3.3. istory of the8rgani@ation;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;0$

#. Resear+*Met*odo,og.;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;(


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E. Data ana,.sis andInterpretation;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;0&$='

". !indings;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;=%

$. Suggestions;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;=%

!. Con+,usion;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;=(

1. Bi3,iograp*.;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;

=0

11. Anne@ure;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;=$)&

11.1. ;ist ofabbre)iation;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;=$==

11.3. Fuistionnaire;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;=)$)&

Prefa+e

+BA is a stepping stone to the management carrier and to de)elop good manager it is

necessary that the theoretical must be supplemented 'ith e6posure to the real

en)ironment.

-heoretical kno'ledge &ust pro)ides the base and its not sufficient to produce a good


10/98


11/98

INTRODUCTION

';' GENERA# INTRODUCTION

P"SICA# CERTI!ICATES $ T"E TRADITIONA# 7A

-he %ndian capital market has seen an unprecedented boom in its acti)ity in the last

decade. ?e can no' boast of a )ery large in)estor population and substantial )olumes

of trade. o'e)er* this surge in acti)ity has brought 'ith it* numerous problems that

threaten the )ery sur)i)al of the 0apital market in the long run. A closer inspection of

the problems 'ould re)eal that most of them arise due to the intrinsic nature of paper

based trading and settlement.

-his century4old system of trading and settlement requires handling of huge )olumes of

paper leading to increased costs and inefficiencies. Simultaneously* they e6pose the

in)estors to greater risks putting them at a disad)antage. Some of these areas are:

(n'arranted delay in transfer of shares. %t takes D to E days for the in)estors to

get the shares lodged in their nameG

ossibility of forgery on )arious documents leading to bad deli)eries* legal disputes

etcG

-heft of shares leading to defecti)e title in shares purchased and subsequent

litigationG


12/98


13/98

COMPAN PRO!I#E2

%;' INTRODUCTION ABOUT T"E COMPAN

7)en as the 7uropean and American stock markets reckon 'ith the changes brought

about by the %nternet and %-Itelecom ad)ances* the %ndian stock market has quickly

mo)ed to global standards.

-he sheer breadth of the changes since the National Stock 76change started

operations in 1!!5 and 'ith the Securities and 76change Board of %ndia CS7B% also

dri)ing the changes in the market system* ha)e enabled the %ndian market to mo)e 'ell

ahead in &ust fi)e years.

7)en as online automated trading and better clearing and settlement mechanisms

ha)e been put in place* perhaps* the most significant change in the %ndian market has

been the coming of paperless tradingG it may 'ell be a precursor to the ne6t big changes

rolling settlements and %nternet trading. But the push to'ards paperless trading stands

out e)en in a decade 'hen the market landscape has changed beyond recognition.


14/98

4materiali@ation Cholding and trading securities in paperless mode 'as an

alien concept in %ndia before 1!!#G in fi)e years* large quantities of paper ha)e been

flushed out of the system. Since the entry of the foreign institutional in)estors C9%%s

and online trading* the old system* laden 'ith paper'ork at e)ery concei)able stage*

'as out of place in an other'ise fast trading en)ironment.

As the 9%%s complained about the paper'ork as a ma&or constraining

factor* the go)ernment and S7B% took notice. -he requisite legislati)e changes 'ere put

in place quickly 4 the epositories Act* 1!!E 'as passed and the NS7* 'ith the (-% and

the %B%* set up the National Securities epository ;td CNS;.

But the depository concept did not gain popularityG the 9%%s 'hichhad clamored for its introduction* no' ignored it. -he reason: ;ack of liquidity. But*

unless the institutional in)estors stepped in* there could be no liquidity. -his stalemate

frustrated the push for a paperless en)ironment.

(ntil S7B% stepped in* that is.

?ith regulatory pushes S7B%* in phases* made 4mat trading in stocks

mandatory for institutions first and* then* for all in)estors. +andatory paperless trading*

forced the 9%%s to 4materiali@e their holdings quickly.

As a consequence of S7B%Ks action* most ma&or stocks are traded in the

paperless mode no'. -he second phase 'ill in)ol)e some 3 stocks in a fe' months

time. -he effect of S7B%Ks action is e)ident from NS;Ks statistics. A total of E!$

companies* 'ith a market capitali@ation of Rs. "*D"*D crores Calmost $ per cent of

the market capitali@ation of all listed stocks* is enrolled 'ith the NS;.

?ith 1D.E# billion shares in the 4mat mode* nearly 1! million in)estor

accounts* and securities )alued at Rs. D*!E*$ crores CL!1 billions actually 4

materiali@ed* the concept of 4materiali@ation can be said to ha)e taken roots. %f the

regulatory direction is any indication* more paper 'ill be flushed out of the system in

the ne6t t'o years.


15/98

-he costs of 4materiali@ation ha)e declined as the NS; slashed charges

as )olumes e6panded and the competition M from the 0entral epository Ser)ices ;td

C0S; floated by the BS7 M started in 1!!! second half. A series of measures by S7B%

and NS; also helped ease the strain faced by retail in)estors.

9rom a long4term perspecti)e* 4mat in %ndia is of considerable

significance. Not only has the general trading en)ironment impro)ed and quickened*

)olumes too ha)e perked up* e)en in the 4mat segment. ?ith 4mat taking off* there

is no' scope for an impro)ement in the quality of in)estor ser)ices.

As a consequence of 4materiali@ation* the %ndian market is also

'ell prepared for 'eb4based trading though the quality of telecom infrastructure andinadequacies in the banking system4stock e6change linkages may cause delays.

Notably* 'ith regard to the thrust to'ards paperless trading* the %ndian market managed

in three years 'hat took e)en the (S much longer.

?ith a high degree of 4materiali@ation a reality* the stage is set for rolling settlements

and 'eb4based trading. 8nce these are in place* the %ndian market 'ill ha)e mo)ed

closer to the standards in ad)anced markets* such as the (S. And paperless trading may

'ell be the catalyst for such a rapid ad)ancement.

%;% "ISTOR O! T"E ORGANIATION2

-he 4materiali@ed form of shareholding and the depository mode of

trade Cscrip less trade ha)e been in operation in de)eloped financial markets for o)er

1# years. %n %ndia* the first depository commenced operation a decade back and isrelati)ely ne'. -he %ndian financial market is in need of both scrip4based and scrip less

trade* but the in)esting community* 'hich is used scrip4based trade* is bound to take

some time to accept the latter. -he scrip less trading* till no' a domain of the 'estern

'orld* institutional in)estors and R holders is no' mandatory e)en for small


16/98

in)estors. All those 'ho hold physical share certificates ha)e to get them 4

materiali@ed. %f they do not* they 'ill be forced to do so at the time of sale.

-he countless numbers of conser)ati)e %ndians ha)e to digest it*

'hether they like it or not. 9irst* the institutional in)estors succumbed. -hen the high

net 'orth indi)iduals* trading in more than a certain numbers of shares* 'ere forced to

gi)e in. no'* it is the turn of the small in)estors of select4companies.

?ith their share certificates being replaced by small slips and

receipts* naturally the a)erage in)estors 'ill ha)e their share of fears and

apprehensions. %t is necessary to educate and con)ince these in)estors about the benefit

of 4mat rather than forcing them to take part in the game.

%;( Compan.s 6ision2

-o make %0%0% irect the dominant online share trading by 'orld class people and

ser)ices.

T*is e *ope to a+*ie-e 3.2

(nderstanding the needs of customers and offering them superior product and

ser)ice.

;e)eraging technology to ser)ice customers quickly and con)eniently.

e)eloping and implementing superior risk management and in)estment

strategic to offer sustainable and stable return to our shareholder.

ro)iding and enabling en)ironment to foster gro'th and learning for our

employees

%;0 Compan.s mission2

-o &udged by their sales and earnings gro'th rates than on the absolute )alue of their

sales and earnings. ;ook for companies that consistently gro' faster than there peers.

%n)estors prefer companies that increase profit margins 44 the percentage of

sales that they keep 44 e)ery year. -his is accomplished either by lo'ering e6penses or


17/98

raising prices. ;ook for companies that consistently find 'ays to squee@e more profits

out of sales than their peers.

-he financial health of a company is dependent on a combination of

profitability* short4term liquidity and long term liquidity. 0ompanies* 'hich are

profitable* but ha)e poor short term or long term liquidity measures* do not sur)i)e the

troughs of the trade cycle

%; Ma?or P,a.er of t*e Industr.

S; S; 9anti,a, Is*ar,a, Se+urities P-t; #td; /s*are4*an;+om12

Sharekhan* %ndiaKs leading stockbroker is the retail arm of SS


18/98

Paisa;+om2

#paisa is the trade name of %ndia %nfo line Securities ri)ate ;imited C#paisa* memberof National Stock 76change and -he Stock 76change* +umbai. #paisa is a 'holly

o'ned subsidiary of %ndia %nfo line ;td* %ndiaKs leading and most popular finance and

in)estment portal. #paisa has emerged as one of leading players in e4broking space in

%ndia.

-he companyKs brokerage is one of the lo'est in the industry. %t also pro)ides the

research on commodities. %n)estors can benefit from its analysis and ad)ice a)ailable at

the click of the mouse. 9or those 'ho prefer to trade the traditional 'ay* %ndia %nfo line

in)estor points are a)ailable across the country.

%ndia %nfo line 'as founded by a group of professionals in 1!!#. %ts institutional

in)estors include %ntel 0apital* one of the leading technology companies in the 'orld

promoted by the (< go)ernment* %0%0%* -A and Reeshanar. -he company offers a

sle' of products such as stock and deri)ati)es broking* commodities broking and

mutual funds.

9OTA9 SECURITIES #IMITED /4ota4street;+om12


19/98

Securities ;imited has ne'ly launched P


20/98

ended +arch 35.

In Asia Money Brokers Poll 2003 MOSt has been rated as the Best Domestic

Research Hose! Me"a #nds$ %hile in 2000 and 2002 it has been rated as

the Best Domestic &'ity Research Hose and Second best amon"st IndianBrokera"e irms res)ecti*ely+

"D!C SECURITIES #TD /"D!Cse+12

90sec is a brand brought to you by 90 Securities ;td* 'hich has been promoted

by the 90 Bank = 90 'ith the ob&ecti)e of pro)iding the di)erse customer base

of the 90 roup and other in)estors a capability to transact in the Stock 76changes

= other financial market transactions. -he ser)ices comprise online buying and selling

of equity shares on the National Stock 76change CNS7. Buying and selling of selectcorporate debt and go)ernment securities on the NS7 'ould be introduced in a

subsequent phase. %n a fe' months* they 'ill also start offering the follo'ing online

trading ser)ices on the BS7 and NS7:

Buying and selling of shares on the BS7

Arbitrage bet'een NS7= BS7

-rading in eri)ati)es on the NS7

+argin trading products.

-hey are also planning to include buying and selling of +utual 9unds* %F

subscriptions* right issues* purchase of %nsurance policies and asset financing.

%;= OBJECTI6ES O! T"E STUD

Stud. of ICICI Dire+t;+om /on,ine s*are trading1

Stud. of D$materia,iation in ICICI Capita, #td;

Customers satisfa+tion and aareness of ICICI Capita, Ser-i+es #td;


21/98


22/98

1. An in)estor gets order e6ecuted and makes payment to the broker.

3. %n)estor instructs his epository articipant to e6pect credit on settlement day.

Broker instructs his to debit his 0learing +ember account on settlement day.

D. Before settlement day Broker makes payment to clearinghouse through 0learing

Bank.

5. 8n settlement day 0learing house releases shares to brokers 0learing +ember

account 'hich is then transferred to in)estors account through NS; CNational

Securities epository ;imited. %n)estor gets credit in his account.

SE##ING2

1. An in)estor gets order e6ecuted.

3. %n)estor instructs his epository articipant to debit his account 'ith immediate

effect. -he shares mo)e from in)estors account to Brokers 0learing +ember

account )ia NS;. A Broker clearing member accounts is credited.

D. Before settlement day broker transfers shares from his clearing member account to

0learinghouse )ia NS;. is account is debited.

5. 8n settlement day Broker recei)es payment from clearing house 'hich he passes

on to the in)estor.

ICICIDire+t;+om

%0%0%irect.com is a truly online share4trading site. -his means that from the time you

punch in a buy or sell trade on your computer to the final settlement in your account*

e)erything happens completely online. -he D4in41 e4in)est account integrates your

brokerage* bank and one or more depository accounts to make sure that you can do the

other'ise cumbersome share trading from the comfort of your home or office* at

absolutely any time of the dayQor night.

"O7 CAN ONE OPEN AN ACCOUNT IN D$MATF

9irst an in)estor has to approach a and fill up an account opening form. -he account

opening form must be supported by copies of any one of the appro)ed documents to

ser)e as proof of identity C8% and proof of address C8A as specified by S7B%.

Besides* production of AN card in original at the time of opening of account has been

made mandatory effecti)e from April 1* 3E.


23/98

All applicants should carry original documents for )erification by an

authori@ed official of the depository participant* under his signature.

9urther* the in)estor has to sign an agreement 'ith in a depository prescribed

standard format* 'hich details rights and duties of in)estor and . should pro)ide

the in)estor 'ith a copy of the agreement and schedule of charges for their future

reference. -he 'ill open the account in the system and gi)e an account number*

'hich is also called B8 % CBeneficiary 8'ner %dentification number.

-he may re)ise the charges by gi)ing D days notice in ad)ance.

S7B% has rationalised the cost structure for 4materialisation by remo)ing account

opening charges* transaction charges for credit of securities* and custody charges )ide

circular dated January 3$* 3#.

9urther* S7B% has )ide circular dated No)ember !* 3# ad)ised that 'ith

effect from January !* 3E* no charges shall be le)ied by a depository on and

consequently* by a on a Beneficiary 8'ner CB8 'hen a B8 transfers all the

securities lying in his account to another branch of the same or to another of the

same depository or another depository* pro)ided the B8 AccountIs at transferee and

at transferor are one and the same* i.e. identical in all respects. %n case the B8

Account at transferor is a &oint account* the B8 Account at transferee should

also be a &oint account in the same sequence of o'nership.

D$mat Ser-i+es

%0%0% Bank 4mat Ser)ices boasts of an e)er4gro'ing customer base of o)er 11.# lacs

account holders. %n our continuous endea)our to offer best of the class ser)ices to our

customers 'e offer the follo'ing features:

e$Instru+tions: ,ou can transfer securities 35 hours a day* " days a 'eek through

%nternet = %nteracti)e >oice Response C%>R at a lo'er cost. No' 'ith PSpeak to

transferP* you can also transfer or pledge instructions through our customer care officer.

Conso,idation D$mat A++ount: 4materialise your physical shares in )arious holding

patterns and consolidate all such scattered holdings into your primary demit account at

reduced cost.Digita,,. Signed Statement: Recei)e your account statement and bill by email.

Corporate Benefit Tra+4ing: -rack your di)idend* interest* bonus through your

account statement.


24/98

Mo3i,e Reuest: Access your d4mat account by sending S+S to enquire about

oldings* -ransactions* Bill = %S%N details.

Mo3i,e A,erts: Recei)e S+S alerts for all debitsIcredits as 'ell as for any request

'hich cannot be processed.

edicated customer care e6ecuti)es specially trained at our call centre* to handle

all your queries.

0ountry'ide net'ork of o)er 3D# branches* you are ne)er far from an %0%0%

Bank 4mat Ser)ices outlet.

Produ+t and Ser-i+es

A product for e)ery need: %0%0ldirect.com is the most comprehensi)e 'ebsite* 'hich

allo's in)estor to in)est in Shares* +utual funds* eri)ati)es C9utures and 8ptions

and other financial products. Simply put %0%0ldirect.com offer in)estor a product for

e)ery in)estment need.

Trading in s*ares:

Cas* Trading2$ -his is a deli)ery based trading system* 'hich is generally done

'ith the intention of taking deli)ery of shares or monies. 0ash position is meant

to be settled by deli)ery* the required cash or securities are blocked in full. 9or

e6ample* if you place an order to buy 1 shares of %0%0%* you need to ha)e

1O of the order )alue in your a)ailable limitIfunds. And in case you 'ish tosell 1 %0%0% shares you need to ha)e 1O shares in your d4mat balance.

Margin Trading: ,ou can also do an intra4settlement trading up to D to 5 times

your a)ailable funds* 'herein you take long buyI short sell positions in stocks

'ith the intention of squaring off the position 'ithin the same day settlement

cycle. ?hen you place an order to buy 1 shares of Reliance in the cash

segment* your intention is to pay for and recei)e the shares in your 4mat

Account. o'e)er* if the same order 'ere to be placed in the margin segment*

your intention 'ould be to sell those shares subsequently in the same settlement

at a higher price and thereby make a profit on the same. o'e)er* if the pricefalls subsequently* there may be a loss.

Margin P#US Trading2-hrough +argin ;(S you can do an intra4settlement

trading up to 3# times your a)ailable funds* 'herein you take long buyI short

sell positions in stocks 'ith the intention of squaring off the position 'ithin the

same day settlement cycle. +argin ;(S 'ill gi)e a much higher le)erage in


25/98

your account against your limits.

+argin ;(S offers an order placement feature through 'hich you

can take an intra4day position in the equity segment and at the sametime* place a co)er order for this position specifying the Stop ;oss

-rigger rice and the limit price.

+argin lus is a)ailable for intraday trading in more than E stocks on

%0%0ldirect.com

elps to limit your loss through a Stop ;oss 8rder

8pen +argin lus positions can be closed any time before the

7nd of Settlement timings as specified by %0%0ldirect.com

Auto Square off process to help you close your open positions at

the 7nd of the ay.

"o to p,a+e a Margin P,us orderF

Allocate the funds for trading in 7quity segment.

Select the link P+argin lus orderP on the trading page.

Select the BuyISell option and the Stock for trading. Corders

can be placed only during market hours

-he first BuyISell order can only be a market order.

At the time of placing this order* also select a co)er Stop loss

trigger order.

7.g. ,ou Buy 1 shares of %N9-70 at D5* anticipating that the price 'ould rise. At

the same time* you 'ill be required to place a co)er stop loss order. Say you decide

your stop loss price at DDD. ,ou 'ill then be required to state the limit price at say #O

lo'er le)el i.e. Sell 1 %N9-70 at D3D limit price and DDD Stop ;oss -rigger rice.

ence if your )ie' goes 'rong and the price of %N9-70 mo)es do'n* your Stop ;ossorder 'ill be triggered at DDD and 'ill get e6ecuted at the best a)ailable price bet'een

DDD and D3D.

%f your position is fa)orable* and %N9-70 mo)es up to D#* you can modify the Stop

;oss order to a market order and close your position.


26/98

5.Spot Trading: 4-his facility can be used only for selling your 4mat stocks 'hich

are already e6isting in your 4mat account. ?hen you are looking at an immediate

liquidity option* K0ash on SpotK may 'ork the best for you* 8n selling shares through

Pcash on spotP* money is credited to your bank aIc the same e)ening = not on thee6change payout date. -his money can then be 'ithdra'n from any of the %0%0% Bank

A-+s.

0urrently offer S= 0N N%9-, and 0N N%9-, J(N%8R scripts are

a)ailable in K0ash on SpotK. -he ma6imum limit of K0ash on SpotK trades that you

can enter into on a daily basis is Rs 1* .

5. BTST /BU TODA SE## TOMORRO7124Buy -oday Sell -omorro' CB-S-

is a facility that allo's you to sell shares e)en on 1#tand 3ndday after the buy order

date* 'ithout you ha)ing to 'ait for the receipt of shares into your 4mat account.

BTST is re,e-ant for In-estor *en2 $

%f you ha)e you e)er missed making a huge profit because you had boughtthe shares &ust one day back and you could not sell them as they 'ere not

credited to your 4mat account

%f you ha)e e)er found that squaring off your cash based transactions 'ithin

a day is not profitable* as one days time does not allo' reali@ing ma6imum

profit

%f you ha)e e)er thought of an intermediate option bet'een cash and +argin

trades 'here in you could make profits on )olatile shares 'ithin one or 3

days of your buying them 'ithout a compulsory square off

%f you ha)e e)er faced any of the abo)e situations* B-S-T is for you.

E.Ca,,NTradeH20all -radeT allo's you to call on a local number in your city = trade

on the telephone through our 0ustomer Ser)ice 76ecuti)es. -his facility is currently

a)ailable in o)er 11 ma&or states across %ndia.


27/98

".Trading onNSEBSE2-hrough %0%0% direct.com* you can trade on NS7 as 'ell as

BS7.

$.Mar4et Order: ,ou could trade by placing market orders during market hours thatallo's you to trade at the best obtainable price in the market at the time of e6ecution of

the order.

1.#imit Order: Allo's you to place a buyIsell order at a price defined by you. -he

e6ecution can happen at a price more fa)orable than the price* 'hich is defined by you*

limit orders can be placed by you during holidays = non4market hours too.

TRADE IN DERI6ATI6ES2

!UTURES

-hrough %0%0% direct.com* you can no' trade in inde6 and stock futures on

the NS7. %n futures trading* you take buyIsell positions in inde6 or stockCs

contracts ha)ing a longer contract period of up to D months.

-rading in 9(-(R7S is simpleU %f* during the course of the contract life* the

price mo)es in your fa)or Ci.e. rises in case you ha)e a buy position or falls incase you ha)e a sell position* you make a profit.

resently only selected stocks* 'hich meet the criteria on liquidity and

)olume* ha)e been enabled for futures trading.

OPTIONS

An option is a contract* 'hich gi)es the buyer the right to buy or sell shares at a

specific price* on or before a specific date. 9or this* the buyer has to pay to the

seller some money* 'hich is called premium. -here is no obligation on the buyer

to complete the transaction if the price is not fa)orable to him.

-o take the buyIsell position on inde6Istock options* you ha)e to place certain O

of order )alue as margin. ?ith options trading* you can le)erage on your trading

limit by taking buyIsell positions much more than 'hat you could ha)e taken in

cash segment.


28/98


29/98


30/98

4mat account

-rading account

Sa)ings account in %0%0% bank

%n Surat 4mat account 'ill be opened in Ath'elines branch and sa)ings account

'e can open in follo'ing any % branch and sa)ings account 'ill be opened at

balance.

%0%0% bank4Ath'elines branch* Surat

%0%0% bank4Ring road branch* Surat

%0%0% bank4Ada&an branch* Surat

%0%0% bank4)aracha branch* Surat

T*e fo,,oing s+*eme i,, 3e offered for opening D$mat

a++ount2

S07+

S07+

AlC -,7 B-S- 3,RS N8-7S

087 NA+7 87N%N AlC S07 A+0

0AR7

9R77S4l Any kind "# D in 1 ,es No 4

of

customerSlD 76isting "# D in 1 ,es No 4

alcin %0%0%

V bank


31/98

SE% %0%0% # D in 1 ,es No 4

groupem lo ee

Sl" %0%0% has 1 D in 1 ,es No 4tie up

some A*AWcom anie

Sl"A %0%0% has 1 or 3# D in 1 ,es No 4tie up

some A*AWcom anie

S1"B %0%0% has 3# or D in 1 ,es No 4tie up

some A*AWcom anie

S1$ 8ffline 1 or "# D in 1 ,es No 44mata/c 'ith%0%0%bank

S33 -he 1 D in 1 ,es No roductsha)e a like: 4lifeproduct %nsurance*

%0%0% mutualgroup fund*

homeloans*

general

%nsurancecredit

card* gold coinof # gm


32/98

Do+uments needed for opening D$mat a++ount it*

i+i+idire+t;+om

;ist A: 4 an card Ccompulsory;ist B: 4 bank pass book Cnationali@ed bank only permitted* bank letter in case of%0%0% bank account holder*pass port* electricity bill* telephone bill.;ist 0: 4 )oter id I dri)ing license;ist : 4 mobile billI ;%0 premium receipts

%f customer not able to present any kind of documents from list B then heIshe has topresent list 0 W list Cboth of combination

9ollo'ing documents attached 'ith 4mat account form: 4

Anne6ure form eclaration form Scheme form an card Resident proof from list B or list 0 W list 0heques of 1 Rs or "# Rs


33/98

T*e ICIC, Dire+t Ad-antages2 $

A (nique D4in41 account that gi)es you:

Con-enien+e2 the D4in4l accounts integrate your banking* broking and 4mataccounts. -his enables you to trade in shares 'ithout going through the hasslesof tracking settlement cycles* 'riting cheques and -ransfer %nstructions* chasingyour broker for cheques or -ransfer %nstructions etc.

Speed2 ,ou can no' get the latest quotes of scripts on %0%0%direct.com and

place an order almost instantly.

Contro,2 ,ou can be assured that you ha)e in fact placed an order at the priceyou al'ays 'anted to* but may not ha)e been able to do so till no'. -herebygi)ing you control o)er your o'n trades.

Independen+e2 %nstead of transferring monies to a brokerKs pool or to'ardsdeposits* you can manage your o'n 4mat and bank accounts 'hen you tradethrough %0%0%direct.com.

Bro4erage stru+ture of ICICIdire+t;+om

-he account opening charges for %0%0% direct account is Rs. "#.

%0%0%direct.com pro)ides sa)ings account* trading account* 4mat account. %n'hich sa)ings account has @ero balance facility. And company also pro)idesebit card for annual charges of Rs. !! per card.

9ollo'ing are the brokerage structure for differentproducts.

'; Cas* transa+tion and BTST2 $

-otal eli ible Brokera e O of Brokera e for 7ffecti)eturno)er transaction )alue squared off order Cfor squared off

orderAbo)e # crores .3#O Nil .13#O3 crores to # crores .DO Nil .1#O


34/98

1 crores to 3 crores .D#O Nil .1"#O# lakhs to 1 crores .5#O Nil .33#O3# lakhs to # .##O Nil .3"#O1 lakhs to 3# ."O Nil .D#O;ess than 1 lakhs ."# Nil .D"#O

-he minimum )alue of the order that 'ill beaccepted is #rs.

%; Margin and margin p,us2 $

-otal eli ible turno)er +ar in and mar inAbo)e 3 crores .DO1 crores to 3 crores .D#O# crores to 1 crores .5O;ess than # crores .#O

(; Cas* on spot2 $ 'J

0; !utures and options2 $

9utures 8ptions

-otal eli ible Brokera e 7ffecti)e -otal eli ible Brokera 7ffturno)er Oof brokera e turno)er ru ees ti)etransaction for bro)alue off order a e

Cfors udoford

ruAbo)e 3 crores .DO .1#O Abo)e 3 lakhs E# D3.1 crores to 3 .D# .1"# 1 lakhs to 3 " D#crores# crores to 1 crores .5 .3 # lakhs to 1 lakhs "# D".;ess than # crores .# .3# 3 lakhs to # lakhs $# 53.

;ess than 3 lakhs !#5".#

SER6ICE TRANSACTION TAK /STT1

S-- at the rate of .13#O of the turno)er 'ill be charged in addition to the


35/98

brokerage on all deli)ery trades.

S-- at the rate of .3#O of the turno)er 'ill be charged in addition to thebrokerage on non4 deli)ery trades.

S-- at the rate of .1"O of the turno)er 'ill be charged in addition to thebrokerage on sell trades.

Profi,e of t*e Organisation

(;' DEPARTMENT!UNCTIONA# AREAS

Inrastrctre inancin"$ cor)orate inancin" and retail ha*e been the stron"

)illars o I,I,I-s "ro%th+ .hey e/)ect these to remain thrst areas in the

tre too+ .he inancial instittion sees si"niicant o))ortnities in the

)o%er sector$ and in the ra)id de!re"lation o the .elecom sector+ On the

retail side$ I,I,I has established a retail ranchisee thro"h a )hysical

)resence across 2 cities+ Its retail thrst has been on the )lanks o

technolo"y enabled lo% cost distribtion channels like the Internet$ ,all

centres and A.Ms+

It occ)ies the nmber one )osition in atomobile inancin" (o*er 201 o

the market share$ nmber one in credit cards on an incremental basis+ It

also has a "ro%in" )resence in home inance and on!line tradin"+

ICICI BAN9

%0%0% Bank is a commercial banking outfit set up by the %0%0% roup. -he Bank 'asregistered a banking company on January # th* 1!!5 and recei)ed its banking licensefrom the Reser)e Bank of %ndia on +ay 1" th* 1!!5. -he Bank has an authori@ed capitalof %NR Dcrore C(S "#.!E million* of 'hich subscribed and paid4up capital is %NR1E# crore C(S 51."$ million. -he first %0%0% Bank branch 'as started in +adras inJune 1!!5. -he branches are fully computeri@ed 'ith state4of4the4art technology andsystems. All of them are fully net'orked through >4SA- CSatellite technology. -heBank is connected to the international S?%9- net'ork since +arch 1!!#. %0%0% Bank


36/98

offers a 'ide spectrum of domestic and international banking ser)ices to facilitate trade*in)estment* cross4border business* and treasury and foreign e6change ser)ices. -his isin addition to a 'hole range of deposit ser)ices offered to indi)iduals and corporatebodies. %0%0% Banks Infinity'as the first %nternet banking ser)ice in the country* and aprelude to banking in the ne6t millennium. 0urrently the Bank has around 1#*customers.

ICICI 6ENTURE !UNDS MANAGEMENT COMPAN #IMITED

?ith the recent spurt in entrepreneurship in the country* )enture capital and pri)ateequity capital financing are fast attaining a role of prominence. (niquely positioned totake the %ndian entrepreneur further is %0%0% >enture 9unds* the 'holly o'nedsubsidiary of %0%0%* 'ith its keen understanding of the %ndian 9inancial +arkets*

entrepreneurial ethos* access to global capital and a net'ork through influential globalalliances. Strong parentage and affiliates pro)ide %0%0% >enture 'ith access to a broadspectrum of financial and analytical resources. An affiliation 'ith C-rust 0ompany ofthe ?est pro)ides a platform for net'orking %ndian 0ompanies to global markets andtechnology. %0%0% >enture 9unds currently manages I ad)ises 11 9unds aggregating(SL 5 million* making it the most significant pri)ate equity in)estor in the country.-he in)estment e6perience of %0%0% >entures professionals is the foundation itsstrengths and success in se)eral areas of in)esting. %0%0% >enture seeks to in)est inopportunities 'here its net'ork through %0%0% and -0? can create )alue for allin)ol)ed.

%0%0% >entures primary in)estment ob&ecti)e is capital in)estment through in)estmentsby 'ay of equity or equity4related securities in unlisted companies 'ith significantgro'th potential. %0%0% >entures in)estments span a broad spectrum of industries andstages of de)elopment* the in)estment focus being on

%nformation -echnology

Biotechnology and ;ife Sciences

+edia and entertainment

Retail Ser)ices

ICICI SECURITIES AND !INANCE COMPAN #IMITED


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9ormed in 1!!D 'hen %0%0%s +erchant Banking i)ision 'as spun off into a ne'company* %4S70 today are %ndias leading %n)estment Bank and one of the most

significant players in the %ndian capital markets. %ts client list includes some of the bestkno'n* most respected names in %ndian business and industry* and %4S70 offers them'hat are probably the 'idest* most in4depth range of ser)ices in the market* 'ith thehighest standards of professionalism. Backed by a strong distribution net'ork* %4S70 isackno'ledged to be at the forefront of all ne' de)elopments in the %ndian debt market.%4S70 Research Reports* 0ompendia* (pdates* %4B7 and so)ereign Bond %nde6* ha)ebecome industry standards* sought after by finance* business and reputed publicationsalike. -he ro&ect 9inance roup has helped take strategic pro&ects from the dra'ingboard to financial closure* le)eraging the e6pertise of parent organi@ation. %4S70 hasalso e6ecuted se)eral assignments in + = A* including business )aluations* spin4offsand mergers* for both domestic and o)erseas clients. -he range of products offered by i4

S70 includes:

0orporate 9inance +ergers and Acquisitions* 7quity* Bidding Cespecially for-elecom ro&ects

9i6ed %ncome rimary ealership* ebt Research

7quities ;end management* (nder'riting* Syndication* ri)ate 7quityplacement* Sales* -rading* Broking* Sectoral and 0ompany Research % 4 S70

0ontinues to sustain a steady rate of gro'th by offering the most e6tensi)e rangeof ser)ices combined 'ith unri)alled standards of professionalism.

ICICI BRO9ERAGE SER6ICES #IMITED

Set up in +arch 1!!#* %0%0% Brokerage Ser)ices is a 1O subsidiary of %4S70. %tcommenced its securities brokerage acti)ities in 9ebruary 1!!E and is registered 'iththe National Stock 76change of %ndia ;imited and -he Stock 76change* +umbai. ?eare a &oint )enture bet'een %0%0% and the leading financial ser)ices pro)ider in %ndia*and prudential plc of (.


38/98

Sa)ing plans

rotection plans

Retirement plans

ICICI PERSONA# !INANCIA# SER6ICES #IMITED

%0%0% ersonal 9inancial Ser)ices ;imited C%0%0% 9S* formerly %0%0%40redit* 'asone of the first four companies to obtain registration as a Non4Banking 9inancial0ompany CNB90 from the Reser)e Bank of %ndia CRB% on September 1* 1!!" under

the ne' section 5#%A of the Reser)e Bank of %ndia Act* 1!D5. uring the year 1!!$4!!*there 'as a significant shift in the 0ompanys operation from leasing to hire purchase todistribution and ser)icing of all rental products for the %0%0% roup. %t is no' a focalpoint for marketing and distribution of all rental asset products for %0%0%* including autoloans* consumer durable finance and other financial products. -he 0ompany has thusbecome part of %0%0%s retail strategy aimed at offering a comprehensi)e range ofproducts and ser)ices to retail customers. %n )ie' of this reorientation of the business*the name of the 0ompany 'as changed from %0%0% 0redit 0orporation to %0%0%ersonal 9inancial Ser)ices ;imited C%0%0% 9S effecti)e +arch 33* 1!!!.

ICICI CAPITA# SER6ICES #IMITED

%0%0% 0apital Ser)ices ;td. 'as incorporated in the name of S0%0% Securities ;td. onSeptember 35* 1!!5 as a 'holly o'ned subsidiary of erst'hile S0%0% ;td. 'ith theob&ecti)e of pro)iding stock broking ser)ices to the institutional clients and undertakingacti)ities such as under'riting* primary market placements = distribution industry =company research etc. After the amalgamation of S0%0% 'ith %0%0% effecti)e from April1* 1!!E* resulting in the change of the name. -he company is mandated* under re)ie'by %0%0%* to carry out on its behalf the retail resource raising acti)ities and to pro)idefront office ser)ices related to all retail and semi retail liability products of %0%0%. -hecompany also operates the net'ork of %0%0% 0enters being set up by %0%0%. As on datethe company has set up !1 centers across the country.

ICICI IN!OTEC"


39/98

%0%0% %nfo-ech is a leading pro)ider of end4to4end %- solutions. ?e ha)e an in4depthe6perience of ha)ing 'orked on )aried technologies 'ith leading corporations'orld'ide. 8ur ser)ice portfolio includes the follo'ing:

%S = %- 0onsulting

Soft'are esign and e)elopment

7nterprise Application %ntegration

>alue 0hain +anagement Solutions CS0+* 0R+ etc.

Application Re4engineering and +anagement


40/98

ICICI DIRECT;COM /ON#INE S"ARE TRADING12

%0%0% irect.com is a truly online share4trading site. ?hich means that from the timeyou punch in a buy or sell trade on your computer to the final settlement in youraccount* e)erything happens completely online -he D4in41 e4in)est account integratesyour brokerage* bank and one or more depository accounts to make sure that you can dothe other'ise cumbersome share trading from the comfort of your home or office* atabsolutely any time of the day or night

(;% PER!ORMANCE AND OPERATIONS

-he Sales turno)er of the 0ompany during the year 'as Rs.3*E3 million.-here is a decrease of 5O from the pre)ious year. ecline in the sale of 0arburetors fort'o 'heelers and four 'heelers had contributed to the o)erall sales do'nturn thoughthe 0ompany has impro)ed the sale of +9% parts to passenger cars.

-he profit after ta6 of the 0ompany for the year under re)ie' isRs.D"" million ue to inclusion of an e6traordinary profit of Rs.3# million on sale ofin)estments* the rofit after -a6 has registered an increase of 53O compared topre)ious year. -he profit from the manufacturing acti)ities of the 0ompany is lo'ermainly due to

a. price reduction offered to customers

b. increase in the input and ra' materials cost

c. a particular customer in the t'o 'heeler market 'itnessed a steep decline in the saleof a model for 'hich (9S; is supplying the 0arburetors


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42/98


43/98

+r.Nitin Jain +r.Subir Saha +r.A.+urugappan +r.Anup Bagchi

7*at is a,, a3out ICICI se+urities ,imitedF

Genera, Information

Name2 %0%0% S70(R%-%7S ;%+%-7

"EAD O!!ICE2 %0%0% S70(R%-%7S ;-.

3nd9;88R* S-ANR8S7 8(S7

AASA7B +ARA-7

RABA7>% +(+BA%453#

TPE O! BUSINESS2 ;%+%-7 08+AN,

P"ONE NO2 W!1 33 EE#1 13

!AK NO2 W!1 33 EE#1 15#1


44/98

7EB SITE2 '''.icicisecurities.com

'''.icicidirect.com

BRAND NAME !OR ON#INE TRADING2

CHIEF EXECUTIVE OFFICER(CEO)2ANI# 9AU#C+ANA7R

HEAD OF THE BRANCH: SUB"ENDU DASCArea ead

Among the top branded retail ser)ice pro)iders

+ulti channel access to clients

-ailor made research and products

epository Ser)ices

eri)ati)es
http://www.icicisecurities.com/http://www.icicidirect.com/http://www.icicidirect.com/http://www.icicisecurities.com/


45/98


46/98


47/98

A3out ICICI SECURITIES #IMITED

%0%0% securities ltd named its online di)ision as %0%0% direct.com and it is into retailBroking -he business of the company o)erhauled E years ago in 33.

%t acts as a discount brokerage house to a full ser)ice in)estment solutions pro)ider %t has speciali@ed research product for the small in)estors and day traders

;argest chain of -otal centers office D#E* Region office 3D* -otal hub office 5E* 1#education 'orkshop* and offices in $E cities all across %ndia.

;eading player today 'ith

X -he site 'as also launched in 33 and named it as www.iciciir!c".c#m

%t offers its customers 'ith the trade e6ecution facilities on the NS7 and BS7* forcash as 'ell as deri)ati)es* cash* margin trading* margin plus* B-S- Cbuy today selltomorro'* cash on spot* %8s* mutual funds* al bonds* postal ser)ices* insuranceof %0%0% group C%0%0% prudential life insurance and %0%0% ;ombard generalinsurance.

%0%0ldirect.com is an %ndiaKs first largest B30 7commerce site.

X 9irst to launch: 4

1. igitally signed contract notes in %ndia.

3. 8nline %8s in %ndia

;eader in online trading in %ndia Clargest number of clients* transactions* products.

Safest transaction capabilities )arisign Csecured stock layer 'ith 13$4bit enruption.

Seamless trading en)ironment Ccompletely online integrated offering


48/98

A7ARDS AND AC"IE6EMENTS

%0%0% direct.com is a'arded the P +ost referred Brand in 9inancial Ad)isorySer)icesP in the 0NB0 a'aa@ consumer A'ard 3". -he Nielsen 0ompanyconducts this sur)ey 4'orlds foremost market research firm conducted studyco)ering more than 1 consumers across 53 segments in 31 cities and 1D smallto'ns in 15 states across %ndia.

%BA C%N%AN BAN< ASS80%A-%8N business technology a'ards 3E forimpro)ed customer e6perience and to gain competiti)e ad)antage are recogni@ed

for a'ards.

%BA C%N%AN BAN< ASS80%A-%8N business technology a'ards 3" for bestonline trading platform pro)ide

5. 9ast 'eb genius of the 'eb a'ards 3" for online trading.

#. 8ut ;ook +oney N-> rofit a'ard 3" for Best ebrokerage.

-A%4 highest broker ranking by 0R%S%;4 ability to %0%0% direct to ser)ices capitalmarket broking transactions is highest.

A'arded AsiaKs first 'eb seal by


49/98


50/98

business in 'hich the company is dealing so that the consumer could easily identify theproduct or ser)ice category.

Ser-i+es

%0%0% securities limited offers its customers* depository ser)ices and trade e6ecutionfacilities for equities* deri)ati)es and commodities backed 'ith in)estment ad)icetempered by decades of broking e6perience. -he teams of its dedicated analysts areconstantly at 'ork to track performance and trends.

2. PRICE

#ist Pri+e

8nline opening charges: 4 "# Rs.Annual maintenance charges: 4 # Rs. er annum.

3. PROMOTION

8nline share trading is totally a ne' concept in %ndian +arket. enerally in)estordoesnKt like to come out from con)entional 'ay of share trading. %0%0% securitieslimited ha)e introduced this product in %ndia. -he concept and roduct are still ne' in

the market. -herefore the company has undertaken e6tensi)e promotion campaign tocreate a'areness about the product. %0%0% securities limited adopt the follo'ing toolsfor promoting the product.

O2O Ad-ertising

0ompany ad)ertises its product through -> media on channels like 0NB0* rint+edian leading dailies and outdoors media. %t ad)ertises itself as an inno)ati)e Brandfor online trading. Besides attracti)e and colorful brochures as 'ell as posters are usedgi)ing full details about the product. +ails are sent to people logging on to sites like

moneycontro1.com and rediff.com.AlsoG stalls are opened up no' and then at places'here prospecti)e customers can be approached.

O2O Sa,es Promotion

-he 0ompany offers account opening charge Rs.1 instead of Rs."# for corporateaccounts Cmore than 3 accounts for companies like 7ssar* Reliance* and


51/98

O2O Sa,es !or+e

-he 0ompany has an aggressi)e sales force* 'hich is gi)en incenti)es* based on their

sales. -he sales force is gi)en intensi)e training continuously to their agents e)ery 'eekon -uesday.

O2O Seminar

-he 0ompany also arranges seminar in corporate 'orld for creating a'areness aboutthe product. Recently* it had organi@ed for a seminar in 8ngc* Reliance*


52/98

Access to the 'ebsite from any part of the globe.

2; #o+ations

%0%0% securities limited ha)e the largest chain of retail share shops in %ndia. %t hascenters office D#E* Region office 3D* -otal hub office 5E* 1# education 'orkshop* andoffices in $E cities located in all o)er %ndia like une* -hane* 0hennai*


53/98

2; ere the process begins from the step 'hen customer 'ants to open online tradingaccount and ends 'hen his account is actually acti)ated.

2; All %ndian residents and NR% are eligible to a)ail this ser)ice.

2; 0ustomers can open online trading account by filling a single application form.

8ur 9i6ed %ncome team for the last t'o years C0, 35 and 3# has been ad&udgedthe /Best Bond ouse2 in %ndia by both Asia money and 9inance Asia. -he equitiesteam 'as ad&udged the HBest %ndian Brokerage ouse43D by Asia money. -he0orporate 9inance team* according to Bloomberg topped the +=A league tables in3D.

PROB#EM AN#SIS2

0;' STATEMENT O! T"E PROB#EM

8nline trading and 4mat are the t'o emerging concepts in the stock

market. %t in)ol)es personal factors* technical factors* business factors and economic

factors. -he interplay of these factors on stock market requires a deep study about the


54/98

pattern process and procedures and performance. -his study is intended to identify the

)arious concepts about 4mat and the online trading and its 'ay of functioning

%0%0% pro)isions are not e6posing to its customers e6tensi)ely. ence in this report an

attempt has been made to link the potential customers and the %0%0% irect .0om

0;% OBJECTI6ES O! T"E STUD

7)ery company has a particular goal. A study 'ithout ob&ecti)es cannot reach thedestination. +y pro&ect 'ork programme 'as also directed to some particulartargets and the main ob&ecti)es of the study are as bello'G

Stud. of ICICI Dire+t;+om /on,ine s*are trading1

Stud. of D$materia,iation in ICICI Capita, #td;

Customers satisfa+tion and aareness of ICICI Capita, Ser-i+es #td;

RESEARC" MET"ODO#OG2

SCOPE O! T"E STUD2

lobali@ation of the financial market has led to a manifold increase in in)estment. Ne'markets ha)e been openedG ne' instruments ha)e been de)elopedG and ne' ser)ices


55/98

ha)e been launched. Besides* a number of opportunities and challenges ha)e also beenthro'n open.

RESEARC" DESIGN O! T"E STUD

-he study is based on sur)ey technique. -he study consists of analysis about customersa'areness and satisfaction of %0%0% 0apital ;td. 9or the purpose of the study customers1 are picked up and their )ie's solicited on different parameters. -he methodologyadopted includes

Fuestionnaire

Random sample sur)ey of customers

iscussions 'ith the concerned

ersonal inter)ie's and informal discussions 'ere held 'ith %0%0% 0apital ;td.customers to ascertain the a'areness and satisfaction le)el. 9urther applying simplestatistical techniques has processed the data collected.

SOURCES O! DATA2

rimary data: Fuestionnaire

Secondary data: are published materials such as periodicals* &ournals*ne's papers* and 'ebsite.

SAMP#ING P#AN2

Samp,ing sin+e segment 'ise in)estors in %0%0% 0apital ;td. are not a)ailable forthe o)erall customers 'as considered for the study. 1O co)erage 'as difficult'ithin the limited period of time. ence sampling sur)ey method 'as adopted for

the purpose of the study.

Popu,ation2 Cuni)erse customers of %0%0% 0apital ser)ices ;td.

Samp,ing sie2A sample of hundred 'as chosen for the purpose of the study.Sample considers of small in)estor* large in)estors and traders of %0%0% 0apital ;td.


56/98

Samp,ing Met*ods2 robability sampling requires complete kno'ledge about allsampling units in the uni)erse. Since due to time constraint non4probability

sampling 'as chosen for the study.

Samp,ing pro+edure2 9rom large number of customers of %0%0% ;td. 'ererandomly picked up.

!ie,d Stud.2directly approached respondents.

0;0 DATA CO##ECTION INSTRUMENT

CO##ECTION O! DATA T"ROUG" UESTIONNAIRES2

-he data collected for the study purpose is through questionnaires. undred customersof %0%0%direct.com ha)e been selected randomly for the study purpose and then theinformation re)ealed from the customers is analy@ed and interpreted in the study.

ORGANISATION O! !IE#D 7OR9

%nitial field 'ork has done for pre testing tools for data collection. -hedata is collected through the direct interaction 'ith the %0%0%s customers throughquestionnaires ans'ered by them. hundred customers of %0%0% 'ere randomly chosenfor the purpose of the study in Surat.

.

0; #IMITATION O! STUD

Since sample si@e is only 1* 'hich is not a true representati)e of the population asa 'hole.

Since segment 'ise in)estors is not a)ailable in %0%0% 0apital ;td. 8)erall conceptis taken for the study.


57/98

%nformation is partly based on secondary data and hence the authentic of the studycan be )isuali@ed and is measurable.

;e)el of accuracy of the results of research is restricted to the accuracy le)el 'ith'hich the customers ha)e gi)en their ans'ers and the accuracy le)el of the ans'erscannot be predicted.

DATA ANA#SIS AND INTERPRETATION

Tabl N!" #"1 C$%&!'(%) *(+(, !.( !&/( *!%&!( %(.%

, ICICI D(&"!'

A&&(b$&% N!" !+ P(%!,% P(,&a3

ality Ser*ice 40 40

Saety 20 20

Reach 52 52

6ast *ariety o Ser*ice

7othin" in Particlar 5 5


58/98

C/a(& N!" #"1 P(,&a3 !+ $%&!'(%) *(+(, !.( !&/(

*!%&!( %(.% , ICICI D(&"!'"

#rom the abo*e sho%in" statistics it is obser*ed that in the sr*ey 401

cstomers 8stiy that I,I,I ca)ital 9td+ )ro*idin" 'ality ser*ices ascom)are to other de)ository ser*ices

Tabl N!" #"2 D++(,& &*% !+ ,.%&!(% /a.,3 ICICI D(&"!'"


59/98

S'all I,.%&!(% L!,3 &(' ,.%&!(% T(a(%

4:32

50

C/a(& N!" #"2 P(,&a3 !+ ,.%&!(% /a.,3 ICICI D(&"!'"


60/98

.he abo*e table sho%s that ot o 500 cstomers$ 4: cstomers are small

in*estors and 32 cstomers are lon" term in*estors+

Tabl N!" #" N$'b( !+ a.al !+ &/ %(.% , ICICI D(&"!'"

S/'%5S(.% N! !+ P(%!,% P(,&a3

I,I,I Direct+com 32 32

Settlement ; ;

.ransmission o

Secrities 23 23

N6 S(.%

Sell -7- ,ash 4 4

Mtal nds 35 35

C/a(& N!" #" P(,&a3 !+ a.al !+ &/ %(.% ," ICICID(&"!'


61/98

32%

31%

23%

5%9%

ICICIDirect.com

Settlement

Transmission of

Securities

Sell 'N' Cash

Mutual funs

Tabl N!" #"4 N$'b( !+ $%&!'(% a6a( !+ %(.% !++( b

ICICI Ca*&al L&"

S/'%5S(.% N! !+ P(%!,% P(,&a3

I,I,IDirect+com 500 500

Settlement


62/98


63/98

401 501 :1 321 0

C/a(& N!" #"# P(,&a3 !+ $%&!'()% a6a(,%% !+ &/ ,6

%(.% !++( b ICICI D(&"!'

Accordin" to the sr*ey 401 cstomers kno% the ser*ices thro"h I,I,I and

321

thro"h I,I,I a"ent


64/98

Tabl N!" #"9 C$%&!'()% +(%& %!$( !+ a6a(,%%

T/(!$3/

ICICI

D(&"C!'

N6% *a*( 5

Ma3a7,%B(!8( A3,&% O&/(%

3 52 5 3 =

31 521 51 31 =1

C/a(& N!" #"9 P(,&a3 !+$%&!'()% +(%& %!$( !+ a6a(,%%

34%

12%14%

34%

"%

Throu(h ICICI

Direct.Com

Ne)s *a*er + Ma(a,ines

-roer

(ents

/thers


65/98

Accordin" to the sr*ey the irst sorce o inormation is I,I,I Direct+,om

itsel and the

a"ents+

Tabl N!" #": C$%&!'(%) %a&%+a&!, !+ &/ %(.% !+ ICICI

D(&"C!'

Sa&%+M!%&l

Sa&%+

N&/(

Sa&%+ 5U,%a&%+

M!%&l

U,%a&%+ U,%a&%+

= 2 50 2 0

=1 21 501 21 0


66/98

C/a(& N!" 4": P(,&a3 !+$%&!'(%) %a&%+a&!, !+ &/ %(.%

!+ ICICI D(&"C!'

Accordin" to sr*ey =1 o cstomers are satisied %ith the ser*ices o I,I,I

Direct +com and 21 are mostly satisied+ .hen %e can say that I,I,I

Direct+,om oers 'ality ser*ice that toches cstomers> satisaction le*el+


67/98

Tabl N!" #"; C$%&!'(%) %a&%+a&!, !+ &/ D-'a& %(.% !+ ICICI

D(&"C!'

Sa&%+M!%&l

Sa&%+

N&/(

Sa&%+ 5

U,%a&%+

U,%a&%+M!%&l

U,%a&%+

= 22 5= 52

=1 221 5=1 521 1

C/a(& N!" #"; P(,&a3 !+ $%&!'(%) %a&%+a&!, !+ &/ D-'a&%(.% !+ ICICI D(&"C!'


68/98

Accordin" to the sr*ey =1 are satisied %ith the D!mat Ser*ices o the

I,I,I ,a)ital 9td+ 521 o the cstomers are not satisied+ So %e can say I,I,I

Direct+,om oers 'ality ser*ices in D!mat section also+


69/98

Tabl N!" #"< C$%&!'(%) %a&%+a&!, 6&/ &/ *$(/a% a, %al%!+ ICICI D(&"C!'

Sa&%+M!%&l

Sa&%+

N&/(

Sa&%+5

U,%a&%+

M!%&l

U,%a&%+U,%a&%+

0 2= 5 : 52

01 2=1 51 :1 521

C/a(& N!" #"< P(,&a3 !+ $%&!'(%) %a&%+a&!, 6&/ &/

*$(/a% a, %al% !+ ICICI D(&"C!'


70/98

Accordin" to the sr*ey only 01 o the cstomers are satisied %ith

Prchase and Sales o I,I,I Direct+,om+ So %e can say )rchase and sales

section I,I,I Direct+,om nsatisied the cstomers+

Tabl N!" #"10 C$%&!'(%) %a&%+a&!, 6&/ &/ &(a,%'%%!, !+

%$(&% !+ ICICI D(&"C!'

Sa&%+M!%&l

Sa&%+

N&/(

Sa&%+5

U,%a&%+

M!%&l

U,%a&%+U,%a&%+

30 22 32 52

301 221 321 521 1


71/98

C/a(& N!" #"10 P(,&a3 !+ $%&!'(%) %a&%+a&!, 6&/ &/

&(a,%'%%!, !+ %$(&% !+ ICICI D(&"C!'

Accordin" to the sr*ey 301 o the cstomers are satisied and 221 o the

cstomers are mostly satisied %ith the transmission o secrities o I,I,I

Direct+,om+ So %e can say that I,I,I Direct+,om nsatisied the cstomers

in case o transmission o secrities o the cstomers+


72/98

Tabl N!" #"11 C$%&!'(%) %a&%+a&!, 6&/ &/ %ll !+ &/(%$(&% , a%/

Sa&%+M!%&l

Sa&%+

N&/(

Sa&%+5

U,%a&%+

M!%&l

U,%a&%+U,%a&%+


73/98

Accordin" to the sr*ey secrities in cash+

Tabl N!" #"12 C$%&!'(%) %a&%+a&!, 6&/ &/ '$&$al +$, %(.

!+ ICICI Ca*&al L&"

Sa&%+M!%&l

Sa&%+

N&/(

Sa&%+5

U,%a&%+

M!%&l

U,%a&%+U,%a&%+

3: 3 2 0

3:1 31 21 1 0

C/a(& N!" #"12 P(,&a3 !+ $%&!'(%) %a&%+a&!, 6&/ &/

'$&$al +$, %(. !+ ICICI Ca*&al L&"


74/98

Accordin" to the sr*ey$ 3:1 o the cstomers are satisied %ith the Mtal

nd ser*ices o I,I,I ,a)ital 9td+ So %e can say that cstomer>s tendency is

that they belie*e that Mtal #nd and Shares are )erormin" as the same

in the )rimary and secondary

market and the mtal nd is the saest %ay to in*est in the market+


75/98


76/98


77/98

C/a(& N!" 4"14 P(,&a3 !+ $%&!'(%) %a&%+a&!, 6&/ &/

*(! (*&% a, /!l,3 %&a&',&% !+ ICICI

D(&"C!'

Accordin" to the sr*ey$ the 201 cstomers are satisied and 5:1

cstomers are mostly satisied %ith the )eriodic recei)ts and holdin"

statements o the I,I,I Direct+,om+ So$ %e can say that most o the

cstomers are nsatisied %ith this ser*ice o I,I,I Direct+,om+


78/98

Tabl N!" #"1# C$%&!'(%) %a&%+a&!, 6&/ &/ &l*/!,

,=$(% !+ ICICI Ca*&al L&"

Sa&%+M!%&l

Sa&%+

N&/(

Sa&%+5

U,%a&%+

M!%&l

U,%a&%+U,%a&%+

5= : 52 5 50

5=1 :1 521 51 501

C/a(& N!" #"1# P(,&a3 !+ $%&!'(%) %a&%+a&!, 6&/ &/

&l*/!, ,=$(% !+ ICICI Ca*&al L&"


79/98


80/98

C/a(& N!" #"19 P(,&a3 !+ $%&!'(%) %a&%+a&!, 6&/ &/ !-

!*(a&!, b &/ %&a++ !+ ICICI Ca*&al L&"

Accordin" to the sr*ey$ 321 o the cstomers are satisied and =1 o the

cstomers are

mostly satisied %ith the co!o)eration by the sta o I,I,I ,a)ital 9td+ So$

%e can say that most o the cstomers are satisied %ith the co!o)eration

by the sta o I,I,I ,a)ital 9td+


81/98

Tabl N!" #"1: C$%&!'(%) %a&%+a&!, 6&/ &/ &a(++ %&($&$( !+

ICICI D(&"C!'

V( H3/ H3/ Ra%!,abl L!6 V( L!6

52 5


82/98

According to the sur)ey* the tariff structure of %0%0% irect.0om is reasonable.

0ustomers told me that the brokerage of ."#O is reasonable because it is the only

organi@ation 'hich deals 'ith the primary and secondary market both. %0%0%

irect.0om also has many in)estment options than any other organi@ation.

Ta3,e No; ;'> Customers satisfa+tion *en dea,ing it* t*e pro3,ems t*roug*

ICICI Dire+t;Com

S/'% 5 S(.% N! !+ P(%!,% P(,&a3

#re'ent reminders are

"i*en to I,I,I Direct+com

or )date the inormation

2 21

Irre"lar recei)t o Holdin"? .ransaction statements

22 221

Im)ro)er ormat o Holdin"

? .ransaction statements5= 5=1


83/98

Im)ro)er attention "i*en

to the en'iries5 51

Billin" )roblem 50 501

Inade'ate inormation 5 51

Accordin" to the sr*ey$ 52 )ersons are not satisied %ith the re'ent

reminders %hich are "i*en to the I,I,I Direct+,om or )date the

inormation$ 55 )ersons are not satisied %ith the irre"lar recei)t o holdin"

or transaction statement$ : )ersons are not satisied %ith the ormat o

holdin" or transaction statements$ < )ersons are not satisied attention"i*en to the en'iries$ 4 )ersons are not satisied %ith the billin" system

and < )ersons are not satisied %ith the inormation )ro*ided by the I,I,I

Direct+,om+ So$ %e can say that these systems shold be chan"ed or

modiied by the I,I,I Direct+com+

Tabl N!" #"1< C$%&!'(%) (a&,3 !+ &/ %(.% !+ ICICI D(&"C!'

5: 2: 0

01 201 01 =01 :01 5001


84/98

3=1 4=1 :1 0

C/a(& N!" #"1; P(,&a3 !+$%&!'(%) (a&,3 !+ &/ %(.% !+ICICI D(&"C!'


85/98

Accordin" to the sr*ey 4=1 o the cstomers said that I,I,I Direct+,om

ser*ices are )ro*idin" only =01 o its ser*ices to its cstomers+ So %e can

say that I,I,I Direct+,om ser*ices shold be increased to )lease its

cstomers+

Tabl N!" #"20 C$%&!'(%) *(+(, +!( ICICI D(&"C!' !.( &%

!'*&&!(%

>$al&

S(.

Ra&%

/a(3

N!&/,3 ,

Pa(&$la(Sa+& Ra/

42 50 2 : =

421 501 21 :1 =1

C/a(& N!" #"1< P(,&a3 !+ $%&!'(%) *(+(, +!( ICICID(&"C!' !.( &% !'*&&!(%


86/98

Accordin" to the sr*ey 421 o cstomers 8stiy their )reerences or I,I,I

Direct+com or 'ality ser*ices$ 501 or rates char"ed and :1 or saety+ So$

%e can say that I,I,I Direct+,om )ro*ides 'ality ser*ices than its

com)etitors+ Bt in case o rate char"es and saety I,I,I Direct+,om is

behind its com)etitors+

Tabl ,!" #"20 C$%&!'(%) a6a(,%% !+ &/ *(!$&% !+ ICICI

Ca*&al L&"

P(!$&% T8 ?

I,I,I Bonds 500 500

I,I,IDirect+com ;0 ;0

Mtal #nd


87/98

#i/ed De)osit :: ::

RBI Bonds :2 :2

C/a(& N!" #"21 P(,&a3 !+C$%&!'(%) a6a(,%% !+ &/ *(!$&%

!+ ICICI Ca*&al L&"

5$

4539

3#

44 41

ICICI -ons ICICIDirect.com Mutual un

0uit I!/ ie De*osit 4-I -ons

Accordin" to the sr*ey most o the )eo)le kno% all the )rodcts o I,I,I

,a)ital Ser*ices 9td+ Only the cstomers do not kno% e% )rodcts+ 5001

a%areness is easible in case o I,I,I Bonds and ;01 in case o I,I,I

Direct+com+

!INDINGS L CONC#USION

=;' !INDINGS

%0%0%direct.com customers are more satisfied 'ith the quality ser)ices.olding securities in electronic form gi)es some far4reaching ad)antages to the

in)estors.


88/98

%0%0%direct.com offers a 'ide choice of products for in)esting in the stock market. %tallo's in)esting in shares* mutual funds and other financial products. ?ith

%0%0%direct.com one can manage o'n d4mat and bank accounts directly andindependently.

-he depository participant 'ill allo' an in)estor to trade through any broker of hischoice registered 'ith the stock e6changes connected 'ith National Securitiesepository ;td* 'hat 'ill ha)e to pro)ide the details of in)estors account 'ithepository articipant.

%n)estor can click to get online information on their open orders and traders i.e. ordersthat are routed to e6change are 'aiting in the queue to be e6ecuted can be )ie'ed fortheir status.

-ransaction details for the traders done in the last month are a)ailable online.

rinted account statements too are a)ailable for earlier.

=;% SUGGESTIONS

Some customers feel that they are trained for %0%0% irect.0om demo. +anycustomers feel that batch of 1# are good for %0%0% irect.0om training.

Sur)ey re)eals that most of the customers are not a'are of the ser)ice of the +utual9und. %0%0% 0apital Ser)ices ;td. and the normal tendency of the customer are bothin)esting in shares and in +utual 9unds are one and the same. So for this %0%0%0apital Ser)ices ;td.* should create an a'areness of 'hat e6actly mean by +utual9unds and all other ser)ices of %0%0% 0apital Ser)ices ;td.

After getting the printouts of the holding statement* dispatch of the same should betaken place 'ith no delay and this can be cross )erified 'ith the sender Cdispatchsection.

0ustomers are facing o)ercro'ding* non4a)ailability of telephone lines* so proper


89/98

measures should be taken to o)ercome these problems.

-he %0%0% official should conduct regular training demo classes for the ne' accountholders.

=;( CONC#USION

%0%0% direct.com is performing )ery 'ell in the field of online share trading

business and ha)ing )ery good administration also.

7ach departments doing their &ob )ery 'ell comparing to the standard

performance fi6ed by the management and it leads to o)erall good performance

of the company.

-here e6isting a good relationship bet'een employees and management

-he management taking keen interest for finding their 'eakness and try their

le)el best to o)ercome this 'eakness


90/98

BIB#IOG

RAP"

Boo4s and ?ourna,s2$

%0%0%direct.com broachers and leaflets

eriodical published by %0%0% 0apital ;td. %4S70 &ournals of 3! and 31

Journals published by %0%0% 0apital ;td. 0apital &ournals in %0%0% by +r.

Amit


91/98

4mat.p h p

'''.sebi.go).inIfaqI faq

4mat.h t ml

Anne@ure

#ist of A33re-iations

ARs 4 American epository Receipts

A% 4 Appro)ed %ntermediary

A+0 4 Asset +anagement 0ompany

A-+ 4 At4the4+oney

B8;- 4 Bombay 8nline -rading

BS7 4 Bombay Stock 76change of %ndia ;td.

0S; 4 0entral epository Ser)ices C%ndia ;td.

0+ 4 0learing +embers
http://www.nsdl.co.in/services/demat.phphttp://www.sebi.gov.in/faq/faqdemat.htmlhttp://www.sebi.gov.in/faq/faqdemat.htmlhttp://www.sebi.gov.in/faq/faqdemat.htmlhttp://www.sebi.gov.in/faq/faqdemat.htmlhttp://www.sebi.gov.in/faq/faqdemat.htmlhttp://www.sebi.gov.in/faq/faqdemat.htmlhttp://www.sebi.gov.in/faq/faqdemat.htmlhttp://www.sebi.gov.in/faq/faqdemat.htmlhttp://www.sebi.gov.in/faq/faqdemat.htmlhttp://www.sebi.gov.in/faq/faqdemat.htmlhttp://www.sebi.gov.in/faq/faqdemat.htmlhttp://www.sebi.gov.in/faq/faqdemat.htmlhttp://www.sebi.gov.in/faq/faqdemat.htmlhttp://www.nsdl.co.in/services/demat.phphttp://www.sebi.gov.in/faq/faqdemat.htmlhttp://www.sebi.gov.in/faq/faqdemat.htmlhttp://www.sebi.gov.in/faq/faqdemat.html


92/98

0R%S%; 4 0redit Rating %nformation Ser)ices of %ndia ;td.

0A 4 epartment of 0ompany affairs

7A 4 epartment of 7conomic Affairs

% 4 isclosure and %n)estor rotection

+A 4 irect +arket Access

4 epository articipant

9=8 4 9utures and 8ptions

9%%s 4 9oreign %nstitutional %n)estors

Rs 4 lobal epository Receipts

%0A% 4 %nstitute of 0hartered Accountants of %ndia

%0S7 4 %nter4connected Stock 76change of %ndia ;td.

%0%0% 4 %ndustrial 0redit = %n)estment 0orporation of %ndia ;td.

%B% 4 %ndustrial e)elopment Bank of %ndia

%79 4 %n)estor 7ducation = rotection fund

%%S; 4 %ndia %nde6 Ser)ices = roducts ;td.

%8 4 %nitial ublic 8ffer

%-+ 4 %n4the4+oney

+0 4 +ulti 0ommodity 76change of %ndia ;td.

NA> 4 Net Asset >alue

N7A- 4 National Stock 76change Automated -rading

N07 4 National 0ommodity and eri)ati)es 76change %ndia

NS0S; 4 National Securities 0learing 0orporation of %ndia ;td.

NS; 4 National Securities epository ;td.

NS7 4 National stock e6change of %ndia ;td.


93/98

80Bs 4 8)erseas 0orporate Bodies

8-07% 4 8)er the 0ounter 76change of %ndia ;td.

8-+ 4 8ut4of the4+oney

RB% 4 Reser)e Bank of %ndia

SA- 4 Securities Appellate -ribunal

S0RA 4 Securities 0ontracts Regulation Act

S7B% 4 Securities and 76change Board of %ndia

S;B 4 Securities ;ending = Borro'ing

S+A0 4 Secondary +arket Ad)isory 0ommittee

S= 4 Standard and oor

>% 4 >olatility %nde6 of NS7

?+ 4 ?holesale ebt +arket


94/98

>UISTIONNAIRE

Na'@

EMal@

1 A% a, ,.%&!( , 6// a&3!(! !$ +all , ICICI D1(-&"-!'C

o Small

In*estors

o 9on" term in*estors

o .raders

2 H!6 ! !$ !' &! 8,!6 ab!$& &/ %(.% !++( b"ICICI D(&"!'

o

I,I,IDirect+c

om

o Settlement

o .ransmission o

Secritieso Sell -7- ,ash

o Mtal #nd o 9oans A"ainst de@mat shares

I+ !$ a( a6a( !+ &/ ,6 %(.% !++( b ICICID(&"C!' &/, /!6 &/ !' &! 8,!6 ab!$& & +(%&

o .hro"h I,I,I Direct+,om o 7e%s Pa)er? Ma"aines

o Broker o A"ents

o Others


95/98

4 A( !$ %a&%+ 6&/ &/ %(.% !+ ICICI D(&"C!'

o Satisied o Mostly Satisied

o 7either Satisied ? nsatisied o Mostly nsatisied

o nsatisied


96/98

# A( !$ %a&%+ 6&/ &/ D-'a& %(.% !+ ICICI D(&"C!'



o nsatisied

9 A( !$ %a&%+ 6&/ &/ *$(/a% a, %al% !+ ICICID(&"C!'

o

Satisied o

Mostly Satisied


o nsatisied

: A( !$ %a&%+ 6&/ &/ &(a,%'%%!, !+ %$(&% !+ ICICID(&"C!'



o nsatisied

; A( &/ $%&!'(% %a&%+ 6&/ &/ %ll &/( %$(&% ,

a%/



o nsatisied


97/98


98/98



o nsatisied

14 A( &/ $%&!'(% a( %a&%+ 6&/ &/ &a(++ %&($&$(!+ ICICI D(&"C!'

o 6ery Hi"h o Hi"h

o Reasonable o 9o%

o 6ery 9o%

1# O.(all /!6 &/ $%&!'(% (a& &/ %(.% !+ ICICID(&"C!'

o 0 1 o 20 1

o 0 1 o =0 1

o :0 1 o 500 1

a study on customer satisfaction on direct investment with icici direct

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