ankur sing tomar
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SUMMAR TRANING PROJECT REPORT
ONCUSTOMER SATISFACTION AT ICICI
A Project Report Submitted in PartialFulfillment of award of BBA Degree
SUBMITTED BY: - SUBMITTED TO:-
Ankur Singh tomar Dr. lallan Tripathi
Roll No 9104533 Asst. Professor .
BBA - VI th Sem
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INSTITUTE OF PROFESSIONAL EXCELLENCE AND
MANAGEMENT
A-13/1, SSGT Road, Industrial Area NH-24, GHAZIABAD (up),
DECLARATION
We hereby, declare that the Summer Project Report titled Report on customer
satisfaction at ICICI, Noida is original and has not been published anywhere. This
has been undertaken for the purpose of partial fulfillment of CCS t University
requirements for the award of the Degree ofBachelor of Business Administrations.
Date:
Place: Ankur Singh Tomar
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Practice makes a man perfect. Training in aone of the major player of online trading, has indeed
been very interesting and a good learning process for
me. This practical training makes it easy job to
understand the work methodology of the company
and candidate can get detailed knowledge about
specific specialization area.
It is a famous saying in Japan that the person
who has read 1000s of pages is not worth that the
person who has traveled for 100s of meters. This
indicates the importance of exposure to the practical
life. Knowing the importance of practical knowledgethis B.B.A program is having an integral part training
of two months as a practical fulfillment of the course
and thats why we get the opportunity of working
with ICICI . One of the members of ICICI Group.
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We have tried our level best to collect the
information. All the required relevant information has
been obtained from the company. The report is made
on the basis of the discussion with executives of the
company and other source of information. This
exercise has helped us to sharpen many skills.
In the mean time of our summer project we havelearned many things. Like how to behave as an
employee in the organization, how to deal with the
subordinates, how to get work done. In an
organization each small things is important. We feel
nice that we got a chance to work with the
organization which is a market leader in its segment.
Prepared by:-
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Ankur
Singh Tomar.Roll No -
9104533.
Acknowledgement is not a mere formality but a
genuine opportunity to thank all those people without
whose active support, this summer internship project
would not be possible.
Firstly We are very grateful to Ms. Swati Garg
(BBA Coordinator) as well as all others members of
the institute, who gave us this excellent opportunity
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to join ICICI Ltd. as the organization for our
Summer training.
Words defeat us in expressing my deep sense of
gratitude for Mr. Nirav Shah (Unit Manager,
ICICI), Mr. Girish Iyer(Senior Officer), Vimal
Vyas(Team Leader, ICICI) whose continual support
and practical guidance enabled us to overcome all
the challenges posed during this project. We learned
a lot from their wide knowledge and experience.
Special thanks are to all the other staff,
Colleagues, Friends for all the encouragement,
inspiration and motivation.
Finally, we also like to thank those who have
helped us directly or indirectly for their guidelines
and support.
In the summer project we have analyze many
thing. The organization in which we have work is the
market leader in its segment. And it is engaged in the
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online share trading business. During the project we
have learn many things and many real aspect thathelp while working in the organization.
ICICI Web trade is also known as ICICI In the
market. There are many other players in the market
like Indiabulls, Sharekhan, 5paisa.com, Kotakstreet
etc. Brokerage of ICICI is slightly higher than
the other player. Service offered by the ICICI web
trade is good compare to others. One of the services
that we find attractive in it is, Online IPO. Also there
are lot more other services like Online invest in
mutual fund, online purchase insurance scheme,
invest in Govt. bonds, Mobile alert etc.There is bright scope for the industry in the
future. But there are lot many hurdles in the path of
its success like internet penetration, infrastructure
problem, and low bandwidth and low speed. Due the
advantages that online share trading offer there is
huge scope for this industry. And Industry is likely to
increase in the future. As and when the
competition increase, brokerage is likely to
decrease.
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1. History of Online Trading
The history of the online trading began in 1983,when a doctor in Michigan placed the firstonline trade using E- Trade technology. What
SR.NO PARTICULARAS PAGE NO
1 HISTORY OF ONLINE TRADING 7
2 CONCEPT OF ONLINE TRADING 8
3 DEVELOPMENT OF ONLINE TRADING IN INDIA 9
4 HOW ONLINE SHARE TRADING WORKS AT ICICIDIRRECT.COM 10
5 FACTORS KEPT IN MIND WHILE SELECTING ONLINE BROKER 16
6 THINGS TO BE LOOKED WHILE DOING ONLINE TRANSACTION 19
7 PRODUCT OFFERED BY ICICI 20
8 WHY ONLINE? 26
9 PROBLEMS WITH ONLINE TRADING 29
10 ONLINE SHARE TRADING IN INDIA 31
11 COMPARISION OF VARIOUS PLAYERS 32
12 QUESTIONNAIRE 33
13 INFRENCES AND CHARTS 38
14 BI-VARIATE ANALYSIS 49
15 FUTURE OF ONLINE SHARE TRADING 51
16 SUGGESTIONS 52
17 LEARNING AND EXPERIENCE 53
18 BIBLIOGRAPHY 54
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began with a single click over 22 years ago has nowtaken the world in its storm. The concept was
visualized by one bill porter, a Physicist andinventor with more than dozens patent to hiscredit, Who provide online quotes and tradingservices to giants like Fidelity, Charles Schwab andQuick & Reilly. This led Bill to wonder why, as anindividual investor, he had to pay a broker so muchmoney for stock transaction. With incredibleforesight, he saw the solution at hand, and someday
every one would have their own computer. Theninvest in stock will be easy and convenient through it.
And today we can see, like a dream come true.Online trading has become a smart way to invest instocks. Today there are as many as 50 companieswho provide internet base trading facility. The majorplayers are ICICI, Sharekhan.com, Indiabulls,
Kotakstreet, 5Paisa.com etc. Just imagine, where youlog on to your account and get live quotes of allscript, get advise online and also research report onyour investment choice and then if you areinterested then, By just a click you can place yourbuy order instantly. And amount will automaticallydebit from your bank account. You dont need to goto a brokers place or even dont need to give cheque
for payment. You can have complete information ofyour De-mat & Bank account with a just a click. Itseems a like really a dream. Now it is possible, thanksto technology which has turn dream in to realitytoday.
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2. Concept of Online Trading
In the past one has no other option but tocontact their broker to do transaction or even toknow price of a particular script. One has neverthought in dream that by Sitting at home or office oreven from your car, as long as you have internetaccess one can do transaction in the market. Nowthere is no more need to go physically to a brokersoffice. The internet brings data to the investor andonline trading enables to trade on a click. There arethree basic things requirement for online trading. 1.Online trading Account 2. Bank Account 3. De-Mat Account. To do online transaction is fairly
simple. Once one has opened account from onlinebroker like ICICI one can do transaction in the stockmarket.
One can open multiple account with him or heras the first name in the De-mat account. You canopen multiple type of account like Individual, Joint,Sole proprietorship etc. In case if joint account one
has to provide certain information like Legal name,Residence Proof, Citizenship, Address, Date of Birthetc about joint holder.
After opening online De-mat account one canaccess his/her de-mat account anywhere from theworld as long as one can have internet facility. After
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opening of account, Online broker will provideUsername and password using which one has to
login to the website for doing transaction. Unless anduntil one does not have username and password onecan not login to the website. If one buys share fromthe market then there is no need to give cheque,Amount is automatically debited from the bankaccount of that person. Like wise if any person sellsshares, then amount is automatically credited tobank account of that person.
3. Development of Online Trading in India
The security & Exchange Board of India (SEBI)approved the report on internet trading brought out
by SEBI Committee on internet based trading andservice in January 2000. Internet trading can takeplace through order routing system, which will routeclient order to exchange trading system froexecution. Thus client sitting in any part of thecountry would be able to trade using the internet as amedium through brokers internet trading system.
It was stared way back in February 2000 with thekochi based Geogit securities conducting the firstnet base transaction , when 100 shares of Reliancewas traded by the SEBI chairman D R Mehta forGeojit chairman A P Kurin.
Online trading is slowly attracting investor fancy
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in India. Advertisements in the print and electronicmedia have raised curiosity of investor. Compared to
western countries online trading is still infancy inIndia. In total trading per day, there is very smallcontribution by the online industry.
Now there are about 50 players in this onlineshare trading market. Like ICICI direct.com,Indiabulls, Sharekhan, 5paisa.com, Kotakstreet etc.The launch of ICICI direct.com was in January 2000
and it stated its operation from April 2000. And thengradually it started to add more and more newservices.
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4. How Online Share Trading Works At ICICIDirect.Com
WebServer of
ICICIDirect.co
m
WebServer of
StockExchange
BankInformation
Buy\Sellinformati
on
Orderinformati
on
Invest
or
OrderConfirmatio
n
OrderConfirmati
on
Login
Other Day today
information
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ICICIBank
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For doing online transaction one must have anOnline Account, using that one can dotransaction online. Without which one can not dotransaction.
When one login to the system to do transaction,first and for most thing require is Username &
Password. When first go for login, It firstconnects with the web server of ICICI.
Then Username and password will be verified bythe web server. If Username and passwordprovide by person both are correct, then andthen only one can do transaction.
If one is fail to provide Username andpassword within three (3) trials, Web serverautomatically locks ones account for securitypurpose. In that condition one has put newrequest through the help of customer careexecutive.
After login to the system one can do thetransaction one wants to do. Like Buy, Sell, Getquote of particular script etc.
There are lot many other facility also that onecan use like Invest in Mutual Fund, Invest InIPO , Buy Insurance Scheme, Derivatives, invest
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in Commodities, Mobile alerts, Investment inGovt. Schemes like Kisan Vikas Patra, Postal
Schemes, 8% Govt. Bonds, etc.
When one puts any order for buy or sells thenthe web server of online broker sends allnecessary information to the web server ofparticular exchange like NSE or BSE web server.
Market Buy
If one wants to buy any script in two followingways.
Directly buy at current prevailing price ofshares.
Buy shares by putting specific limit ofshares.
The below is the procedure for buy at current
market prevailing price of shares.
When one wants to buy any script from themarket then one has to provide Quantity (No.of Shares), Name of script and Name ofExchange like BSE or NSE. With theseinformation Balance in bankaccount of user isalso checked by the web server
If one does not have sufficient bank balance inones account then one can not buy. And one cannot do further transaction.
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If one have sufficient bank balance, Then theseinformation are passed to the interconnectedweb server of Particular exchange like BSE orNSE exchange.
Again, all these information are verify by the webserver of Stock Exchange. And if all informationare correct then order is placed.
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After execution of the order, web server ofparticular exchange sends the Confirmationof order executed, to the web server of Onlinebroker let say ICICI.
The Confirmation is passed to the particularuser who has placed the order for buying.
One can have complete information aboutorder like buying price, Brokerage, Service tax(ST), Security transaction tax (STT), othercharges, time of buy etc.
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Settlement
Settlement is one of the crucial procedures doneby the online broker. It is nothing but maintainingaccount of investor. At the end of each day afterclosing of market this process happens. At the end ofthe day sum is calculated of shares buy and sharessold of different companies in NSE or BSE exchangeby an investor through the broker. Broker calculatesthis sum for all customers who have done transactionon that particular day. In the settlement onlycalculation is made of shares that one has buy or sellon the deliver basis (Cash). Day trading transactionsare not taken in to account in the settlement.
Broker just sends all the information of alltransaction one has made to the stock exchange. Ifone has buy share from BSE then broker will send theall detail of buy of that customer to BSE. At then afterparticular stock exchange update ones information.
Example:Transactions on the day 01/07/2004 at
ICICI
ScriptName
No. OfShares
Buy /Sell
Exchange
Reliance Ind. 500 Sell NSE
ITC 330 Sell BSE
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IFCI 1000 Buy NSE
Gravity India 2500 Sell BSE
NTPC 500 Buy NSE
ONGC 10 Buy NSE
Reliance Ind. 1000 Buy NSE
ITC 130 Buy BSE
Gravity India 500 Buy BSE
Reliance Ind. 1000 Sell BSE
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If there is transaction for the same script
for buy and sell both in the same exchangethen the difference of no. of shares are justpass by either broker or stock exchange. Like inour example different scripts are,
ScriptName
Buy SellExchang
e
Reliance Ind. 500 Sell NSE
Reliance Ind. 1000 Buy NSE
Gravity India 500 Buy BSE
Gravity India 2500 Sell BSE
ITC 330 Sell BSE
ITC 130 Buy BSE
So for the Reliance Ind. and other scripts forthose there is no need to pass the information aboutboth the detail about buy of 1000 shares and sell of500 shares. By the settlement the broker only sends,information about the remaining difference only.
In our example the broker only sends the
following details to respective stock exchange.
ScriptName
Difference SellExchang
e
Reliance Ind. 500 Buy NSE
Gravity India 2000 Sell BSE
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ITC 200 Sell BSE
IFCI 1000 Buy NSE
NTPC 500 Buy NSE
ONGC 10 Buy NSE
Reliance Ind. 1000 Sell BSE
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5. Factors Kept In Mind While SelectingOnline Broker
Brokerage :It is important that one keep in mind that one of
the main factors to look while selecting an online
broker is brokerage. Make sure that brokerage whatthey are offering and what they actual charge issame. Some times there are various scheme andbrokerage are also differ from scheme to scheme. Sobefore selecting player ask for your suitable scheme.Brokerage in the market are varies according to yourturnover changes. The more your turnover theless brokerage will be. Generally brokerage in the
market for delivery base (Cash) is between 0.50%and 0.75 %. And for day trading is between0.04% and 0.14%. And for BTST that is providedby the ICICI is 0.375% of amount.
AMC (Annual Maintenance Charge) :While selecting online broker Annual
Maintenance Charge is also one of the crucial thing tolook for. Generally it is between 250 and 600 Rs.per annum.
Refresh Rate :
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Refresh is rate at which information of yourwebsite get updated automatically. While doing
online trading refresh rate of your web site is veryimportant. Some times one has to Refreshmanually many times to see prices of particularscript. Some times it takes too much time to updateany information.
Dealing Exchange NSE / BSE :Some online players only provide facility to do
transaction only in BSE or NSE. And there are manyplayers that provide facility to do transaction in boththe exchanges BSE and NSE. So make sure thatexchange in which you want to do transaction, thatfacility is provide by your broker.
User Friendly Design :One should make sure that website of online
player which you have selected is user friendly. Sometimes it happens that, to do any simple transactionone has to follow long procedure. And the design ofthe website should be such that, people who dontknow much about computer can also handle it easily.Though after opening account, company invites
customer to see demo of their website.
Capacity :Website of online broker should be such that , in
case many user login at the same time then web
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server of website should be capable of handling largenumber of users. And it should have minimum chance
of crashing the system. It also must have largecapacity for data storage.
Security or Reliability :The website of online broker should be secure
enough that none can access information of anotheruser. It must have proper antivirus software and
also firewall software installed so that none canaccess others information. And also website musthave other security also.
Research Report Facility :Website of online broker should have facility of
large information about companies. If one wants to
see information regarding company then one shouldbe able to get it from the website. It should havelarge database that contain full information aboutcompanies. One should also have facility of makingcharts of companys information like profit, SharePrice, Sales, Cost, and Expenditure etc.
Other Facilities :Website of online broker should have some extra
facilities other than buying and selling in equitymarket. One should look what extra facilities websiteoffer. Like ICICI offers
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Call & Trade FacilityCash on spotMobile Alerts Portfolio ManagementOnline transfer of SharesOnline IPOTrading in BSE and NSEBuy Today Sell Tomorrow (BTST)Online invest in Govt. security and BondsOnline purchase of insurance schemeOnline invest in Mutual funds
6. Things To Be Looked While Doing OnlineTransaction
Remember your username and password.Never gives your password to any one. Andnever write password or username at any place.
Never keep name or surname or some thing thatcan be easily cracked by other as yourpassword.
If it is possible avoid doing transaction fromCyber caf.
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Make sure, computer from which you have loginhas enough precaution or securityparameters.
When one puts any order then before proceedingfurther, make sure that information which youhave entered is correct. And confirm thedetails before placing any order.
Clear the temporary memory of the computerafter completing your all transaction.
If you are not well versed with the system thenavoid doing transaction from the website. Youcan use Call & Trade facility to do transaction
Never ever give your password, even when youcall to customer care help line.
Change your password at regular interval.
After completing your all transaction make surethat, you have logged of properly from thewebsite.
7. Product Offered By ICICI Direct.com
27
ICICI DIRECT.COM
Equity MutualDerivative IPOs BondsCashMarginMarginPLUSBTST Future PurchaseRedemptionSIP & SWPSwitch In \OutTransfer InOptionSpot Cash
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A product for every need: ICICI is the mostcomprehensive website, which allows you to invest inShares, Mutual funds, Derivatives (Futures andOptions) and other financial products. Simply put weoffer you a product for every investment need ofyours
Trading in shares
ICICI offers you various options while trading inshares.
1) Cash Trading :- This is a delivery based tradingsystem, which is generally done with the intention oftaking delivery of shares or monies.
2) Margin Trading :- You can also do an intra-settlement trading upto 3 to 4 times your available
funds, wherein you take long buy/ short sell positionsin stocks with the intention of squaring off theposition within the same day settlement cycle.
3) MarginPLUS Trading :- Through MarginPLUS youcan do an intra-settlement trading upto 20 times youravailable funds, wherein you take long buy/ short sellpositions in stocks with the intention of squaring off
the position within the same day settlement cycle.MarginPLUS will give a much higher leverage in youraccount against your limits.
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4) Spot Trading :- This facility can be used only forselling your demat stocks which are already existing
in your demat account. When you are looking at animmediate liquidity option, 'Cash on Spot' may workthe best for you, On selling shares through "cash onspot", money is credited to your bank a/c the sameevening & not on the exchange payout date. Thismoney can then be withdrawn from any of theICICIBank ATMs.
5) BTST :- Buy Today Sell Tomorrow (BTST) is afacility that allows you to sell shares even on 1st and2nd day after the buy order date, without you havingto wait for the receipt of shares into your demataccount.
TRADE IN DERIVATIVESFUTURES :-
Through ICICI, you can now trade in index and stockfutures on the NSE. In futures trading, you takebuy/sell positions in index or stock(s) contractshaving a longer contract period of up to 3 months.
Trading in FUTURES is simple! If, during the course ofthe contract life, the price moves in your favour (i.e.
rises in case you have a buy position or falls in caseyou have a sell position), you make a profit.
Presently only selected stocks, which meet thecriteria on liquidity and volume, have been enabledfor futures trading.
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Calculate Index and Know your Margin are tools tohelp you in calculating your margin requirements and
also the index & stock price movements. TheICICIDIRECT UNIVERSITY on the HOME page is acomprehensive guide on futures and options trading.
OPTIONS :-
An option is a contract, which gives the buyer theright to buy or sell shares at a specific price, on or
before a specific date. For this, the buyer has to payto the seller some money, which is called premium.There is no obligation on the buyer to complete thetransaction if the price is not favorable to him.
To take the buy/sell position on index/stock options,you have to place certain % of order value as margin.With options trading, you can leverage on yourtrading limit by taking buy/sell positions much more
than what you could have taken in cash segment.
The Buyer of a Call Option has the Right but not theObligation to Purchase the Underlying Asset at thespecified strike price by paying a premium whereasthe Seller of the Call has the obligation of selling theUnderlying Asset at the specified Strike price.
The Buyer of a Put Option has the Right but not theObligation to Sell the Underlying Asset at thespecified strike price by paying a premium whereasthe Seller of the Put has the obligation of Buying theUnderlying Asset at the specified Strike price.
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By paying lesser amount of premium, you can createpositions under OPTIONS and take advantage of more
trading opportunities.
Investing in Mutual funds
ICICI brings you the same convenience whileinvesting in Mutual funds also - Hassle free andPaperless Investing.
With the inclusion of Standard Chartered MF, you cannow invest on-line in 20 mutual Funds through ICICI.Prudential ICICI MF, JM MF, Alliance MF, FranklinTempleton MF, Sundaram MF, Birla Sun Life MF, HDFCMF, Principal MF, IL & FS MF etc, are the Mutual Fundsavailable for investment. You can invest in mutualfunds without the hassles of filling application formsor any other paperwork. You need no signatures orproof of identity for investing.
Once you place a request for investing in a particularfund, there are no manual processes involved. Yourbank funds are automatically debited or creditedwhile simultaneously crediting or debiting your unitholdings.
You also get control over your investments with
online order confirmations and order status tracking.Get to know the performance of your investmentsthrough online updation of MF portfolio with currentNAV.
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ICICI offers you various options in MutualFunds :-
1) Purchase :- You may invest/purchase PrudentialICICI MF, JM MF, Alliance MF, Franklin Templeton MF,Sundaram MF, Birla Sun Life MF, HDFC MF, PrincipalMF, IL & FS MF, Standard Chartered MF etc. withoutthe hassles of filling application forms.
Redemption :-In addition to giving hassle-free
paperless redemption, ICICI offers faster liquidity. Youcan redeem the mutual fund units through ICICI. Themoney will be credited to your bank accountautomatically 3 days after the order placement date.
2)Switch :- To suit your changing needs you maywish to shift monies between different schemes. Youcan switch your monies online from one scheme to
another in the same fund family without any hassles.3)Systematic Investment plans (SIP) :- SIPallows you to invest a certain sum of money over aperiod of time periodically. Just fill in the investmentamount, the period of investment and the frequencyof investing and submit. ICICI will do the rest for youautomatically investing periodically for you.
4)Systematic withdrawal plan :- This allows youto withdraw a certain sum of money over a period oftime periodically.
5)Transfer-in :- You can convert your existing
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Mutual funds into electronic mode through a transfer-in request.
IPOs and Bonds OnlineYou could also invest in Initial Public Offers (IPOs) andBonds online without going through the hassles offilling ANY application form/ paperwork.
Get in-depth analyses of new IPOs issues (InitialPublic Offerings) which are about to hit the marketand analysis on these. IPO calendar, recent IPOlistings, prospectus/offer documents, and IPO analysisare few of the features, which help you, keep on topof the IPO markets.
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8. Why Online?
Reducing Transaction Cost :By the use of online trading there is no more
need to go physically to the brokers office. By thesitting in office or home one can do transaction. Sonow it will save transaction cost that you made bygoing to brokers office. Like petrol expense if you goby vehicle or any other expense.
Time Saving :As now there is no need to go physically to
brokers office for doing transaction. There is also nomore need to go for giving and taking cheque ofpayment. It will save your time that you waste ingoing and coming from brokers office.
Paperless & Hassle Free Work :Now there is no more need of filling those
cumbersome forms for transfer of shares, Applicationfor IPO and delivery slip and others. Now there is no
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need even for writing cheque to broker for thepayment.
Access From Anywhere :Now you can access your De-mat account from
any part of the world as long as you can accessinternet. Even while enjoying holidays in Switzerland,you can do transaction from your De-mat account.
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Off Market Facility :Now there is no more tension of doing
transaction like applying for IPO or putting any limitin off market hours. Early if you want to put limit fortomorrow, you have to do that before closing ofbrokers office. Regardless of how busy you are. Butnow you can do all these even at 12 clocks in thenight. You can use off market facility at any point of
time after closing the market and before opening ofthe market.
Research And Report Facility :If you want to see information of any company
then there is easy access to information directly fromthe website. One can have A to Z information about
the company. One can also make out analysis fromthe available information for the use of investmentpurpose. There is information about 5000 companieson ICICI website.
Portfolio Management :One can create portfolio of their own. By the use
of portfolio one can know how Day to Day script priceof your portfolio. One can know how much profit orloss one has made. Every time it shows you currentprice, Days high, Days low, Percentage Change inprice, 52 weeks high, 52 weeks low etc. In one
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portfolio one can keep 20 scripts in one portfolio.There is facility of creating such 5 portfolios.
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Complete Transparency :There is complete transparency in the online
trading. When you place order to the broker youdont know the price at which broker has place order.Some times they play game with us. Like they useour De-mat account for settlement of their shares.
Incase of online trading you can know exact price atwhich you buy or sell. Now can see exact price atwhich you have placed order.
No Need To Maintaining Records :There is no need to keep records of the things
which you have buy or sell. In online trading there is
facility ofTrade Book that stores all your sellingtransaction. It stores information of limit that youhave put. There is also facility ofOrder Book thatkeeps all information of all the order you have placedwhether the order is for buy or sell. You can have allthe information of your transaction you made sinceyou have opened De-mat account.
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9. Problems with the Online Trading
Internet Literacy :People in India do no have much knowledge
about computer and internet. Compare to west
countries internet usage in India is very less.Generally people are using internet facility fromoffice. Very less people are using internet from theirhome. So there is lot need to improve in this area.
Low Bandwidth and Low Speed :In online trading one needs fast speed for
executing order one needs second by second rate ofscript. For that one needs fast execution of order andhigh speed. Internet facilities in India are not muchsatisfactory in terms of speed and bandwidth. Nowafter starting of Broadband facility and leased linefacility, there is some relief to the problem. But thereis still problem in connecting to internet.
Lack of personal touch :When one do online transaction there is lack of
personal touch. In case of dealing with the broker,broker usually knows your portfolio personally. With
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the direct touch to broker, one can get better advisewhich really beneficial to the customer.
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Relatively High Cost :When one deals with the online transaction the
cost one has to pay is higher compare to one thatdeals with the simple normal broker. Online brokerare charging high brokerage compare to simplebroker. Simple broker charges 0.20% to 0.50% for
delivery base (Cash) and 0.02% to 0.12% for daytrading. Annual maintenance charge is also lesscompare to online broker. Brokerage is highespecially for delivery base (Cash).
Infrastructure Problem :In country like India there is a huge problem of
infrastructure. One must have computer for doingonline transaction and country like India there areonly some person using computer for transaction.Though now days this number is increasing, but stillthere is lot moir need to improvement in theinfrastructure. There is still problem of accessinginternet from remote areas.
Payment Problem :If one wants to do online transaction one must
have any bank account in some specified banks onlyLike ICICI, HDFC etc. Without which one can not do
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online transaction. Once this problem will solve it willeasy for one to do online transaction.
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10. Online Share Trading in India
There are about 50 companies in the online sharetrading market.
Major players in the online share trading in Indiaare, ICICI direct.com, Indiabulls, Sharekhan,
KotakStreet, 5paisa.com etc
ICICI direct.com is market leader in the marketand it has about 47 % of total market share. Ithas about 6.5 lacs customers.
Compare to west countries the day trading(Intra day) amount is also very small. In westcountries people do speculation so much. So thecontribution of the day trading is huge there.
Compare west countries number of people whoare using internet are very small. Mostpeople are accessing internet from theirworking place. There very small number of
people who are accessing internet from theirhomes. Once the accessing place will change tohome from working place, then the number ofpeople who will use online share trading willincrease drastically.
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Mostly young people & NRIs using internetfor online share their transaction. Number ofpeople who are using internet above 40 for onlineshare trading very small.
Out of total volume of share trading per day, thereis only 6-8% contribution by the online sharetrading.
11. Comparison of various players
Particular ICICI direct.com Share Khan HDFC securitiesstock exchange NSE & BSE NSE NSE
A/C opening charges 750 750 750
A/C annual charges 0 0 0
brokerage charges
Cash Trading 0.75% 0.50% 1000-5000=25
Margin 0.1(only on 1leg) o.1(On each leg) 1000-5000=7.5
BTST All share can be sold
Demat A/c Charges 0 0 0
Demat charges 2nd Year onward 450 300 299
Demat Transaction charges
Buying Nil 0 0.04 or 25
Selling Nil 0 0.04 or 25
Deposit for Trading No deposit Yes No deposit
Method Login and Trade Software Load on Your PC Login and Trade
CallTrade Facility Yes Yes Yes
Billa and Statement Yes Yes No
Risk Monitoring Systen Yes No No
Saving Account ICICI Bank Citi Bank,HDFC,
Global trust,IDBI
Magin Amount 5000 No.Min.amount
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12. Questionnaire :
PURPOSE: To measure the satisfaction level of theexisting customer of ICICI
PERSONAL DETAILS
NAME :
AGE :
SEX :
QUALIFICATION :
OCCUPATION :
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1.Income level
Below 1,00,000
1,00,000 to 2,00,000
2,00,000 to 5,00,000
5,00,000 and above
2.Since how long you are using our service?
Less than 2 months
2-6 months
6-12 months
> 1 year
3.How frequently you access our website &other online services provided by ICICI
Daily
3-4 days
weekly
monthly
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4.From where do you mostly log on to our web
site
Home
Office
Cyber caf
5.How did you invest before investing throughICICI
Investing no where ( beginner )
Investing through traditional broker
Investing through online services provided by
other players.
6.How many demat a/c do you have other thanICICI demat a/c.
Zero
One
Two
More than two
7.What do you like the most investing throughICICI
Safety
Convenience
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Independence
Trust
Speed
8.Where do you invest the most? Delivery trading
Day trading
MFs
IPOs
Bonds Derivatives
9.Rate our customer care department in termsof services provided by them
Excellent poor1 2 3 4 5
10. Rate research section of our web site interms of satisfaction & reliability
Excellent poor1 2 3 4 5
11. How do you rate our existing online sharetrading services
Excellent poor1 2 3 4 5
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12. What type of investor are you?
Long term Short term
13. What is your risk appetite?
High risk
Low risk
Medium risk
14. Since how long you have been into sharetrading?
0-6 months 6-12 months
1-2 years
>2 years
15. From which of these investment optionsyou consider to invest andearn the Maximum profit?
Delivery trading
Day trading
MFs
IPOs
Bonds
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Derivatives
13. INFERENCES & CHARTS
IncomeLevel
% customers
Below 1lac 601-2 lac 33.332-5 lac 6.66> 5 lac 0
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About 60% customers are below income level ofRs. 1 lac
Use duration
33.33
33.33
20
13.331 year
Income Levels
60
33.33
6.66 0Below 1lac
1-2 lac
2-5 lac
> 5 lac
Useduration
%customers
1 year 13.33
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About 66% customers are using our services sincelast 6 months
Frequentaccess
%customer
Daily 66.663 - 4 days 20Weekly 13Monthly 0
Frequent access
66.66
20
13 0
Daily
3 - 4 days
Weekly
Monthly
About 66% customers are accessing our websitedaily
Log onplace
%customers
Home 6.66Office 73.33
Cybercaf 20
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log on place
6.66
73.33
20
Home
Office
Cyber caf
About 73% customers are log in to out websitefrom office
Investment waybefore ICICI
%customers
beginner 73.33Traditional Broker 20Online services byother Broker 6.66
Investment way before icicidirect.com
73.33
20
6.66 beginner
Traditional Broker
Online services by
other Broker
About 73% customers are beginners
Demat a/cother thanICICI
%Customers
0 46.66
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1 402 0
>2 13.33
Demat a/c other than icicidirect.com
46.66
40
013.33
0
1
2
>2
About 46% ICICI customers are having demat a/cwith only ICICI
Most liking
%
customerssafety 13.33convenience 53.33Independence 33.33trust 0speed 0
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Most liking
13.33
53.33
33.33
00 safety
convenience
Independence
trust
speed
About 53% customers are taking ICICI servicesbecause of convenienc
Mostinvestmentoption
%customers
delivery Tr. 53.33
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day Tr.MFs 20
IPOs 6.66Bonds 6.66Derivatives 0
Most investment option
53.3320
6.66 6.660 delivery Tr.
day Tr.
MFs
IPOs
Bonds
Derivatives
About 53% customers are investing throughdelivery trading.
Rate customercare department
%customers
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1(excellent) 26.662 40
3 13.334 205(poor) 0
Rate customer care department
26.66
40
13.33
20 0 1(excellent)
2
3
4
5(poor)
About 66% customers are satisfied with ourcustomer care department.
Rateresearchsection
%customers
1(excellent) 33.33
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2 46.663 13.33
4 6.665(poor) 0
Rate research section
33.33
46.66
13.336.66 0 1(excellent)
2
3
4
5(poor)
About 80% customers are satisfied with outresearch section
Rate online sharetrading Severice
%customer
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s1(excellent) 46.66
2 46.663 04 6.665(poor) 0
Rate online Share Trading service
46.66
46.66
06.66 0 1(excellent)
2
3
4
5(poor)
About 92% customers are satisfied with our overall
online share trading service
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Type of investor
66.66
33.33
long term
Short term
About 66% customers are investing for long term
Riskappetite
%customers
High risk 13.33Low risk 20Mediumrisk 66.66
Type ofinvestor
%
customerslong term 66.66Short term 33.33
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Risk appetite
13.33
20
66.66
High risk
Low risk
Medium risk
About 66% customers are willingly to take mediumrisk
How old inshare trading
%customers
0 -6 m 33.336 - 12 m 40
1 - 2 Years 13.33> 2 Years 6.66
How old in share Trading
33.33
40
13.336.66
0 -6 m
6 - 12 m
1 - 2 Years
> 2 Years
About 73% of the ICICI customers are new in sharetrading business
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More profitableoption
%customers
Delivery Tr. 66.66Day Tr. 6.66MFs 0
IPOs 6.66Bonds 6.66Derivatives 0
More profitable option
66.66
6.6606.66 6.66
0 Delivery Tr.
Day Tr.
MFsIPOs
Bonds
Derivatives
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About 66% of ICICI customers are believingdelivery trading as more profitable option.
14. BI-VARIATE ANALYSIS
RiskAppetite/Income level
< 1lac
1- 2lac
2 - 5lac
> 5lac
High
13.33
% 0% 0% 0%
Medium 40%26.66% 0% 0%
Low6.66%
6.66%
33.33% 5
Low income (< 2 lac) investors are takingmedium risk.
Investment/use duration
< 2m
2 - 6m
6 - 12m
> 1year
Delivery Tr.6.66% 20%
13.33%
13.33%
Day Tr.6.66% 0% 0% 0%
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MFs6.66%
6.66% 6.665 0%
IPOs6.66% 0% 0% 0%
Bonds 0%6.66% 0% 0%
Derivatives 0% 0% 0% 0%
When investors are new to the share market,generally they like to invest in IPOs, MFs.
When they get adapted to share market, theyincrease their investments in deliverytrading.
So, according to product of ICICI we need totarget beginners for Wise investment a/cwhich provide facility for trading in IPOs,MFs, Bonds.
Investors who are already in the share
market they should be targeted for I-directa/c which provide delivery trading, daytrading and services of wise investment a/c.
Online services
(satisfaction)/liking
Safe
ty
Convenie
nce
Independ
ent
Tru
st
Spe
ed
1(excellent)13.335 20% 13.33% 0% 0%
2 0% 26.66% 13.33% 0% 0%3 0% 0% 0% 0% 0%4 0% 6.66% 0% 0% 0%5 (poor) 0% 0% 0% 0% 0%
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More customers are satisfied with the
services provided by ICICI because ofconvenience, and independence. So,marketing strategy should target thecustomers who are busy, and needconvenience while traveling frequentlyduring daily working hours.
Research section /
Investment
Long
term
Short
term1(excellent 26.66% 6.66%2 26.66% 20%3 6.665 6.66%4 6.665 0%5 (poor) 0% 0%
Long term investors are satisfied with
research section provided on the websiteICICI. so we can attract long term investorsby convincing them through our qualityresearch work
15. Future Of Online Share Trading
Future of the online share trading in India is reallybooming. There are lots many players in India in this
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market and still many are preparing to come.Competition in the market is increasing day by day.
As people are more and more informationseeker, more and more people are joining inthis revolution. People want a huge database thatprovides information about the companies and otherthings like Indian capital market and foreign capitalmarket. People are making decision on the basis ofthe information that they analyze. The current trend
in the market is like doing things online. First it wasmail, then payment and now it is online sharetrading. Currently there are problems of internetpenetration and infrastructure problem etc., sothe development is not up to its mark of thisindustry. But things are now changing rapidly. Thereare new technologies coming in the market that willsolve the problem.
Due to the competition and other factors,Brokerage is likely to decrease in the future.Facilities are also likely to increase that are providedby the online share brokers. The whole onlineshare trading industry scenario is changing atrapid speed. And new changes are likely to come asand when there is technical up gradation, because
technology plays so much important role here.
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16. Suggestions
Compare to other online broking firm ICICIdirect.com has high brokerageespecially fordelivery base (Cash) transaction. For increasein its sales, it needs to decrease brokerage fordelivery base (Cash) transaction.
One of the reasons why so many customers notwant to join with ICICI direct.com is that one hasto maintain Rs. 5000 in their saving accountquarterly, In case customer do not have anyaccount in ICICI bank.
It needs to improve customer service like call &Trade. Because when one call for call & Trade,one has to wait a long time in queue and alsohave to face other problem also.
As company is paying so much telephone bill, whydoesnt it select any scheme? , so that bill willreduce.
Office do not have enough infrastructure likesitting arrangements, computers. Some timessome employee has to wait outside office.
As a company is engage to online share trading, Itdoes not have any other source of marketinformation.
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Sometimes customer is not treated well.Sometimes customer gets irritated by thebehavior of employee. Some times employeebehave very rudely with customer so, it createsbad impression of organization.
Some times website work very slowly. So one cannot do the transaction one wants to do.
17. Learning & Experience
As the one of the most crucial part of thesummer project was the wonderful as well as tuffexperience that we have felt. First the mostwonderful thing, what we found was thatWorking in the organization was totallydifferent from learning management in the
college. It was the totally new thing for us as wedont have faced this kind of thing ever in our life.You have to keep many things in mind while youworking in any organization. Each people behavedifferently in the organization. One thing that wehave learned was that How to get your workdone from others. Another important thing is toobey rules and regulation of the organization.
Though you will be there for short time for summeryou have to follow rules and regulation. Theatmosphere in the office was nice and allemployees in the organization treated us a friend.Every one in the organization is not always same.
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During the project we have alsoexperience the hard work of selling the
product. And according our point of view ourproduct was the tuff product to sell in the marketcompares to others. Our product has immensecompetition from others, so it was really hard tosell the product, but we still manage to sell.
There is one fine saying about experiencethat Experience is the best learning. And
now we have that learning with us and ithelps us to help us in the future.
18. Bibliography
Websites :-
http://www.ICICI
http://www.outlookmoney.com
http://www.blonnet.com
http://www.hindubusinessonline.com
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http://www.icicidirect.com/http://www.outlookmoney.com/http://www.blonnet.com/http://www.hindubusinessonline.com/http://www.icicidirect.com/http://www.outlookmoney.com/http://www.blonnet.com/http://www.hindubusinessonline.com/ -
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http://www.investopedia.com
Search Engines :-YahooGoogle
http://www.investopedia.com/http://www.investopedia.com/