CHAPTER 1

1. INTRODUCTION

1.1 [Link]

[Link] is a truly online share-trading site. This means that from the time you punch in a
buy or sell trade on your computer to the final settlement in your account, everything happens completely
online. The 3-in-1 e-invest account integrates your brokerage, bank and one or more depository accounts
to make sure that you can do the otherwise cumbersome share trading from the comfort of your home or
office, at absolutely any time of the day…or night.

1.2 DEFINATION

De-mate account is a safe and convenient means of holding securities just like a bank account is
for funds. Today, practically 99.9% settlement (of shares) takes place on De-mate mode only. Thus, it is
advisable to have a Beneficiary Owner (BO) account to trade at the exchanges.

1.3 BENEFITS OF DE-MATE ACCOUNT

1. A safe and convenient way of holding securities (equity and debt instruments both).
2. Transactions involving physical securities are costlier than those involving De-mate- realized
securities (just like the transactions through a bank teller are costlier than ATM transactions).
Therefore, charges applicable to an investor are lesser for each transaction.
3. Securities can be transferred at an instruction immediately.
4. Increased liquidity, as securities can be sold at any time during the trading hours (between 9:55
AM to 3:30 PM on all working days), and payment can be received in a very short period of time.
5. No stamp duty charges.
6. Risks like forgery, thefts, bad delivery, delays in transfer etc, associated with physical certificates,
are eliminated.
7. Pledging of securities in a short period of time.
8. Reduced paper work and transaction cost.
9. Odd-lot shares can also be traded (can be even 1 share).
10. Nomination facility available.

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 11. Any change in address or bank account details can be electronically intimated to all companies in
which investor holds any securities, without having to inform each of them separately.
12. Securities are transferred by the DP itself, so no need to correspond with the companies.
13. Shares arising out of bonus, split, consolidation, merger etc. are automatically credited into the De-
mate account of the investor.
14. Shares allotted in public issues are directly credited into De-mate account of the applicants in quick
time.

1.4. " In de-mate we invest our savings in shares, derivatives, mutual funds etc so here we
need to know the concepts of investment.”

1.4 (A) WHAT IS INVESTMENT?

Judging by the fact that we have taken the trouble to navigate to the Learning Center of
ICICIDirect, our guess is that you don't need much convincing about the wisdom of investing. However, we
hope that your quest for knowledge/information about the art/science of investing ends here. Sink in.
Knowledge is power. It is common knowledge that money has to be invested wisely. If you are a novice at
investing, terms such as stocks, bonds, badla, undha badla, yield, P/E ratio may sound Greek and Latin.
Relax. It takes years to understand the art of investing. You're not alone in the quest to crack the jargon. To
start with, take your investment decisions with as many facts as you can assimilate. But, understand that
you can never know everything. Learning to live with the anxiety of the unknown is part of investing. Being
enthusiastic about getting started is the first step, though daunting at the first instance. That's why our
investment course begins with a dose of encouragement: With enough time and a little discipline, you are
all but guaranteed to make the right moves in the market. Patience and the willingness to pepper your
savings across a portfolio of securities tailored to suit your age and risk profile will propel your revenues at
the same time cushion you against any major losses. Investing is not about putting all your money into the
"Next Infosys," hoping to make a killing. Investing isn't gambling or speculation; it's about taking reasonable
risks to reap steady rewards. Investing is a method of purchasing assets in order to gain profit in the form of
reasonably predictable income (dividends, interest, or rentals) and appreciation over the long term. 

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1.4 (b) WHY SHOULD WE INVEST?

Simply put, you should invest so that your money grows and shields you against rising
inflation. The rate of return on investments should be greater than the rate of inflation, leaving you with
a nice surplus over a period of time. Whether your money is invested in stocks, bonds, mutual funds or
certificates of deposit (CD), the end result is to create wealth for retirement, marriage, college fees,
vacations, better standard of living or to just pass on the money to the next generation. Also, it's
exciting to review your investment returns and to see how they are accumulating at a faster rate than
our salary.

1.4 (c) WHEN TO INVEST?

The sooner the better. By investing into the market right away you allow your investments
more time to grow, whereby the concept of compounding interest swells your income by accumulating
your earnings and dividends. Considering the unpredictability of the markets, research and history
indicates these three golden rules for all investors

1. Invest early

2. Invest regularly

3. Invest for long term and not short term

While it’s tempting to wait for the “best time” to invest, especially in a rising market, remember that
the risk of waiting may be much greater than the potential rewards of participating. Trust in the power of
compounding is growth via reinvestment of returns earned on your savings. Compounding has a
snowballing effect because you earn income not only on the original investment but also on the
reinvestment of dividend/interest accumulated over the years. The power of compounding is one of the
most compelling reasons for investing as soon as possible. The earlier you start investing and continue to
do so consistently the more money you will make. The longer you leave your money invested and the
higher the interest rates, the faster your money will grow. That's why stocks are the best long-term
investment tool. The general upward momentum of the economy mitigates the stock market volatility and
the risk of losses. That’s the reasoning behind investing for long term rather than short term.
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1.4 (d) HOW MUCH MONEY DO I NEED TO INVEST?

There is no statutory amount that an investor needs to invest in order to generate adequate returns
from his savings. The amount that we invest will eventually depend on factors such as:

 Our risk profile

 Our Time horizon

 Savings made

All the above three factors will be discussed in brief in the latter part of the course.

1.4 (e) WHAT CAN WE INVEST IN?

The investing options are many, to name a few

 Stock

 Bonds

 Mutual funds

 Fixed deposits

  Others

1.4. (2) WHY WE HAVE DERIVATIVES?

Derivatives have become very important in the field finance. They are very important financial
instruments for risk management as they allow risks to be separated and traded. Derivatives are used to
shift risk and act as a form of insurance. This shift of risk means that each party involved in the contract
should be able to identify all the risks involved before the contract is agreed. It is also important to
remember that derivatives are derived from an underlying asset. This means that risks in trading derivatives
may change depending on what happens to the underlying asset.

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 A derivative is a product whose value is derived from the value of an underlying asset, index or
reference rate. The underlying asset can be equity, forex, commodity or any other asset. For example, if
the settlement price of a derivative is based on the stock price of a stock for e.g. Infosys, which frequently
changes on a daily basis, then the derivative risks are also changing on a daily basis. This means that
derivative risks and positions must be monitored constantly.

1.4 (3) WHAT IS MUTUAL FUND?

Like most developed and developing countries the mutual fund cult has been catching on in India.
There are various reasons for this. Mutual funds make it easy and less costly for investors to satisfy their
need for capital growth, income and/or income preservation. And in addition to this a mutual fund brings the
benefits of diversification and money management to the individual investor, providing an opportunity for
financial success that was once available only to a select few. Understanding Mutual funds is easy as it's
such a simple concept: a mutual fund is a company that pools the money of many investors -- its
shareholders -- to invest in a variety of different securities. Investments may be in stocks, bonds, money
market securities or some combination of these. Those securities are professionally managed on behalf of
the shareholders, and each investor holds a pro rata share of the portfolio -- entitled to any profits when the
securities are sold, but subject to any losses in value as Well. For the individual investor, mutual funds
provide the benefit of having someone else manage your investments and diversify your money over many
different securities that may not be available or affordable to you otherwise. Today, minimum investment
requirements on many funds are low enough that even the smallest investor can get started in mutual
funds.
A mutual fund, by its very nature, is diversified -- its assets are invested in many different
securities. Beyond that, there are many different types of mutual funds with different objectives and levels
of growth potential, furthering your chances to diversify.

[Link] GANDHI EQUITY SCHEME

(a) WHO CAN INVEST?

 Scheme is open to new investors, identified on the basis of their PAN numbers.

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  Includes those who have opened De-mate account but have not made any transactions in equity
and/ or in derivative.

 For first time retail investor. Gross annual income is 10 lakh or below.

(b) WHAT ARE THE DETAILS?

 Tax benefit for investment up to 50000 in Equity.

 Tax Benefit of 50% of amount invested maximum benefit of [Link] in of 3 year with blanket
lock in of 1 year.

 Can trade after 1 year with restrictions mentioned in the press note.

 Investments can be done in installments.

(c) WHICH STOCK WE CAN BUY?

 Stocks in BSE 100 or CNX 100 or Maharatna, Navratna, Miniratna companies.

 IPO's of PSU companies with annual turnover of 4000cr or more in last 3 years.

 ETF, Mutual Fund with the above mentioned companies & listed on exchange.

1.6 [Link]

[Link] is a truly online share-trading site. This means that from the time you punch in a
buy or sell trade on your computer to the final settlement in your account, everything happens completely
online. The 3-in-1 e-invest account integrates your brokerage, bank and one or more depository accounts
to make sure that you can do the otherwise cumbersome share trading from the comfort of your home or
office, at absolutely any time of the day…or night.

1.7 HOW CAN ONE OPEN AN ACCOUNT IN DE-MATE?

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 First an investor has to approach a DP and fill up an account opening form. The account opening
form must be supported by copies of any one of the approved documents to serve as proof of identity (POI)
and proof of address (POA) as specified by SEBI. Besides, production of PAN card in original at the time of
opening of account has been made mandatory effective from April 01, 2006. All applicants should carry
original documents for verification by an authorized official of the depository participant, under his
signature.

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

The DP may revise the charges by giving 30 days notice in advance.  SEBI has rationalised the
cost structure for De-mateerialisation by removing account opening charges, transaction charges for credit
of securities, and custody charges vide circular dated January 28, 2005.

Further, SEBI has vide circular dated November 09, 2005 advised that with effect from January
09, 2006, no charges shall be levied by a depository on DP and consequently, by a DP on a Beneficiary
Owner (BO) when a BO transfers all the securities lying in his account to another branch of the same DP or
to another DP of the same depository or another depository, provided the BO Account/s at transferee DP
and at transferor DP are one and the same, i.e. identical in all respects.   In case the BO Account at
transferor DP is a joint account, the BO Account at transferee DP should also be a joint account in the
same sequence of ownership.

1.8 DE-MATE SERCICES

ICICI Bank De-mat Services boasts of an ever-growing customer base of over 11.5 lakhs account
holders. In our continuous endeavor to offer best of the class services to our customers we offer the
following features: 

(A)E-INSTRUCTIONS
You can transfer securities 24 hours a day, 7 days a week through Internet & Interactive
Voice Response (IVR) at a lower cost. Now with "Speak to transfer", you can also transfer or
pledge instructions through our customer care officer.
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 (B) CONSOLIDATION DE-MATE ACCOUNT

De-mateerialise your physical shares in various holding patterns and consolidate all such
scattered holdings into your primary De-mate account at reduced cost.

(C) DIGITALLY SIGNED STATEMENT

Receive your account statement and bill by email.

(D) CORPORATE BENEFIT TRACKING

Track your dividend, interest, bonus through your account statement.

(E) MOBILE REQUEST: Access your De-mate account by sending SMS to enquire about
Holdings, Transactions, Bill & ISIN details.

(f) MOBILE ALERTS

 Receive SMS alerts for all debits/credits as well as for any request which cannot be processed.
 Dedicated customer care executives specilly trained at our call centre, to handle all your queries.
 Countrywide network of over 235 branches, you are never far from an ICICI Bank De-mate
Services outlet.
1.9 PRODUCTS AND SERVICES

A product for every need: [Link] is the most comprehensive website, which allows
investor to invest in Shares, Mutual funds, Derivatives (Futures and Options) and other financial products.
Simply put [Link] offer investor a product for every investment need.

TRADING IN SHARES

1. CASH TRADING- This is a delivery based trading system, which is generally done with the
intention of taking delivery of shares or monies. Cash position is meant to be settled by delivery,
the required cash or securities are blocked in full. For example, if you place an order to buy 100
shares of ICICI, you need to have 100% of the order value in your available limit/funds. And in case
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 you wish to sell 100 ICICI shares you need to have 100% shares in your De-mate balance.

2. MARGINE TRADING: You can also do an intra-settlement trading up to 3 to 4 times your

available funds, wherein you take long buy/ short sell positions in stocks with the intention of
squaring off the position within the same day settlement cycle. When you place an order to buy
100 shares of Reliance in the cash segment, your intention is to pay for and receive the shares in
your De-mate Account. However, if the same order were to be placed in the margin segment, your
intention would be to sell those shares subsequently in the same settlement at a higher price and
thereby make a profit on the same. However, if the price falls subsequently, there may be a loss.

3. MARGINE PLUS TRADING: Through Margin PLUS you can do an intra-settlement trading up to
25 times your available funds, wherein you take long buy/ short sell positions in stocks with the
intention of squaring off the position within the same day settlement cycle. Margin PLUS will give a
much higher leverage in your account against your limits.

 Margin PLUS offers an order placement feature through which you can take a intra-day position in
the equity segment and at the same time, place a cover order for this position specifying the Stop
Loss Trigger Price and the limit price. This cover order will help you to limit the loss, if any, on the
position.

 Margin Plus is available for intraday trading in more than 60 stocks on [Link]

 Helps to limit your loss through a Stop Loss Order.

 Open Margin Plus positions can be closed any time before the End of Settlement timings as
specified by [Link].

 Auto square off process to help you close your open positions at the End of the Day.

HOW TO PLACE A MARGINE ORDER?

 Allocate the funds for trading in Equity segment.

 Select the link "Margin Plus order" on the trading page.
 Select the Buy/Sell option and the Stock for trading. (orders can be placed only during market
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 hours)
 The first Buy/Sell order can only be a market order.
 At the time of placing this order, also select a cover Stop loss trigger order.

E.g. You Buy 100 shares of INFTEC at 3400, anticipating that the price would rise. At the same
time, you will be required to place a cover stop loss order. Say you decide you stop loss price at 3330.
You will then be required to state the limit price at say 5% lower level i.e. Sell 1 00 INFTEC at 3230
limit price and 3330 Stop Loss Trigger Price. Hence if your view goes wrong and the price of INFTEC
moves down, your Stop Loss order will be triggered at 3330 and will get executed at the best available
price between 3330 and 3230. If your position is favorable, and INFTEC moves up to 3500, you can
modify the Stop Loss order to a market order and close your position.

4. SPOT TRADING: This facility can be used only for selling your De-mate stocks which are already
existing in your De-mate account. When you are looking at an immediate liquidity option, 'Cash on Spot'
may work the best for you, On selling shares through "cash on spot", money is credited to your bank a/c
the same evening & not on the exchange payout date. This money can then be withdrawn from any of the
ICICI Bank ATMs.
Currently offer S&P CNX NIFTY and CNX NIFTY JUNIOR scripts are available in 'Cash on Spot'.
The maximum limit of 'Cash on Spot' trades that you can enter into on a daily basis is Rs 10, 00000.

[Link] (BUY TODAY SELL TOMORROW): -Buy Today Sell Tomorrow (BTST) is a facility that allows
you to sell shares even on 1st and 2nd day after the buy order date, without you having to wait for the receipt
of shares into your De-mate account.

BTST IS RELEVENT FOR INVESTOR WHEN:

1. If you have you ever missed making a huge profit because you had bought the shares just one
day back and you could not sell them as they were not credited to your De-mate account?
2. If you have ever found that squaring off your cash based transactions within a day is not
profitable, as one days time does not allow realizing maximum profit?
3. If you have ever thought of an intermediate option between cash and Margin trades where in
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 you could make profits on volatile shares within one or 2 days of your buying them without a
compulsory square off?
4. If you have ever faced any of the above situations, BTST® is for you.

6. CALLNTRADE®: Call Trade® allows you to call on a local number in your city & trade on the
telephone through our Customer Service Executives. This facility is currently available in over 11 major
states across India.

7. TRADING ON NSE/BSE: Through ICICI [Link], you can trade on NSE as well as BSE.

8. MARKET ORDER: You could trade by placing market orders during market hours that allows you to
trade at the best obtainable price in the market at the time of execution of the order.

9. LIMIT ORDER: Allows you to place a buy/sell order at a price defined by you. The execution can
happen at a price more favorable than the price, which is defined by you, limit orders can be placed by you
during holidays & non-market hours too.

1.10 TRADE IN DERIVATIVES:

FUTURES

1. Through ICICI [Link], you can now trade in index and stock futures on the NSE. In futures
trading, you take buy/sell positions in index or stock(s) contracts having a longer contract period
of up to 3 months.

2. Trading in FUTURES is simple! If, during the course of the contract life, the price moves in your
favor (i.e. rises in case you have a buy position or falls in case you have a sell position), you make
a profit.

3. Presently only selected stocks, which meet the criteria on liquidity and volume, have been
enabled for futures trading.

OPTIONS

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 1. An option is a contract, which gives the buyer the right to buy or sell shares at a specific price, on
or before a specific date. For this, the buyer has to pay to the seller some money, which is called
premium. There is no obligation on the buyer to complete the transaction if the price is not
favorable to him.

2. 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 your trading limit by taking buy/sell positions
much more than what you could have taken in cash segment.

3. The Buyer of a Call Option has the Right but not the Obligation to Purchase the Underlying Asset
at the specified strike price by paying a premium whereas the Seller of the Call has the obligation
of selling the Underlying Asset at the specified Strike price.

4. The Buyer of a Put Option has the Right but not the Obligation to Sell the Underlying Asset at the
specified strike price by paying a premium whereas the Seller of the Put has the obligation of
Buying the Underlying Asset at the specified Strike price. By paying lesser amount of premium,
you can create positions under OPTIONS and take advantage of more trading opportunities

1.11 INVESTING IN MUTUAL FUNDS:

[Link] brings you the same convenience while investing in Mutual funds also hassle free
and Paperless Investing. With the inclusion of Fidelity MF, you can now invest on-line in 19 mutual Funds
through ICICI [Link]. Prudential ICICI MF, JM MF, Alliance MF, Franklin Templeton MF, Sundaram
MF, Birla Sun Life MF, HDFC MF, Principal MF, UTI MF, Reliance MF, Kotak MF, Tata MF, DSP Merrill
Lynch MF, ING MF, CHOLA MF, Deutsche MF, HSBC MF and Standard Chartered MF are the Mutual
Funds available for investment.

You can invest in mutual funds without the hassles of filling application forms or any other
paperwork. You need no signatures or proof of identity for investing. Once you place a request for investing
in a particular fund, there are no manual processes involved. Your bank funds are automatically debited or
credited while simultaneously crediting or debiting your unit holdings.

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 You also get control over your investments with online order confirmations and order status
tracking. Get to know the performance of your investments through online updation of MF portfolio with
current NAV.

1.12 ICICI [Link] OFFERS YOU VARIOUS OPTION WHILE INVESTING IN MUTUAL
FUNDS.

(A) PURCHASE: You may invest/purchase Prudential ICICI MF, JM MF, Alliance MF, Franklin
Templeton MF, Sundaram MF, Birla Sun Life MF, HDFC MF, Principal MF, UTI MF, Standard Chartered
MF, Reliance MF, Kotak MF, Tata MF, DSP Merrill lynch MF, ING MF, CHOLA MF, Deutsche MF, HSBC
MF and Fidelity MF without the hassles of filling application forms.

(b)REDEMPTION: In addition to giving hassle-free paperless redemption, [Link] offers

faster liquidity. You can redeem the mutual fund units through ICICI [Link]. The money will be
credited to your bank account automatically 3 days after the order placement date.

(C) SWITCHS: To suit your changing needs you may wish to shift monies between different
schemes. You can switch your monies online from one scheme to another in the same fund family
without any hassles.
(D) SYSTEMATIC INVESTMATIC INVESTMENT PLANS (SIP): SIP allows you to invest a certain
sum of money over a period of time periodically. Just fill in the investment amount, the period of
investment and the frequency of investing and submit. [Link] will do the rest for you
automatically investing periodically for you.

(E)SYSTEMATIC WITHDRAWAL PLAN : This allows you to withdraw a certain sum of money over a
period of time periodically.

(F)TRANSFER -IN: You can convert your existing Mutual funds into electronic mode through a transfer-
in request.

1.13 IPOS AND BONDS ONLINE :

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 You could also invest in Initial Public Offers (IPOs) and Bonds online without going through the
hassles of filling ANY application form! [Link] in-depth analyses of new IPOs issues (Initial Public
Offerings), which are about to hit the market and analysis on these. IPO calendar, recent IPO listings,
prospectus/offer documents, and IPO analysis are few of the features, which help you, keep on top of the
IPO markets.

1.14 SCHEMES OFFERED FOR OPENING DE-MATE ACCOUNT

ICICI [Link] allows 3 in I account scheme for opening De-mate account. In which 3 types of
account will be opened.

1. De-mate account
2. Trading account
3. Savings account in ICICI bank
In 3 in 1 scheme we can open our saving account as well De-matee and trading account where
saving account can be open with a zero balance which will be link with De-mate account.

THE ICICDIRECT ADVANTAGS : -

A Unique 3-in-1 account that gives you:

1. CONVENIENCE : the 3-in-l accounts integrate your banking, broking and De-mate accounts. This
enables you to trade in shares without going through the hassles of tracking settlement cycles,
writing cheques and Transfer Instructions, chasing your broker for cheques or Transfer Instructions
etc.

2. SPEED: You can now get the latest quotes of scripts on [Link] and place an order
almost instantly.

3. CONTROL : You can be assured that you have in fact placed an order at the price you always
wanted to, but may not have been able to do so till now. Thereby giving you control over your own
trades.

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 4. INDEPENDENCE : Instead of transferring monies to a broker's pool or towards deposits, you can
manage your own De-mate and bank accounts when you trade through [Link].

1.15 BROKERAGE STRUCTURE OF [Link]

The account opening charges for I-direct account is Rs. [Link] provides savings
account, trading account, De-mate account. In which savings account has zero balance facility and
company also provides Debit card for annual charges of Rs. 99 per card.

Following are the brokerage structure for different products.

1. CASH TRANSACTION AND BTST : -

Total eligible Brokerage (% of Brokerage (for Effective brokerage
turnover transaction value) squared off order) (for squared off
order)
Above 5 crores 0.25%
Nil 0.125%

2 crores to 5 crores 0.30% Nil 0.15%

1 crores to 2 crores 0.35% Nil 0.175%

50 lakhs to 1 crores 0.45% Nil 0.225%

25 lakhs to 50 lakhs 0.55% Nil 0.275%

10 lakhs to 25 lakhs 0.70% Nil 0.35%

Less than 25 lakhs 0.75 Nil 0.375%

The minimum value of the order that will be accepted is 200rs.

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2. MARGIN AND MARGIN PLUS: -
Total eligible turnover Margin and margin plus
Above 20 crores 0.03%
10 crores to 20 crores 0.035%
5 crores to 10 crores 0.04%
Less than 5 crores 0.05%

3. CASH ON SPOT: - 1%

4. DERIVATIVES BROKRAGE SCHEDULE

FOR EQUITY/CURRENCY EQUITY CURENCY OPTIONS
FUTURE FUTURES FUTURES
Total eligible Brokerage Brokerage Brokerage Total eligible Flat Brokerage
Turnover (%) on on Lots per brokerage on second
Per month Second leg Second leg month Per lot leg
Of intra day Of intra day Of intra day
Square off Square off Squarecoff
(per lot)(rs) (per lot)(rs) (per lot)(rs)
Above 20 0.030 25 10 Above 600 65 25
crore
10-20 crores 0.035 25 10 301-600 70 25
5-10 crores 0.040 25 10 151-300 75 25
Less then 5 0.050 25 10 61-150 85 25
0-60 95 25
crore

5. MF TRANSACTION CHARGES

With effect from august 01, 2009, the fees structure for investments for investments in mutual funds units
through [Link] has been revised. Following is the revised fees structure: service tax per
transaction 12.36% on charges.

AUM* CUT OFF CHARGES PER TRANSACTION

LUMP SUM PURCHASES SIP
LESS THAN 8 LAKHS RS 100 RS 30 OR 1.5%,
Whichever is lower

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8 lakh or more Nil Nil

6. DETAIL OF STATUTORY/ REGULATORY CHARGES

Charges Cash/delivery Margine/ Future/ future plus options

Transactions Margine plus Currency futures
Service tax 12.36%
Securities 0.125% on turn 0.025% on turn 0.017% (trade Nil 0.017%on
transactions over over(sell value in case premium in
tax transaction) of sell trades) case of sell
traders
and0.125% on
settlement
value where
option
contracts are
exercised
Transaction 0.0031% for NSE 0.0031% for 0.00185 (on Nil 0.05% (on
charges* and 0.0035% for NSE and turn over) premium
BSE on turnover 0.0035% for amount each
BSE on side)
turnover
SEBI turn over 0.0001% on turn 0.0001% on 0.0001% 0.0001% 0.0001% (on
charges over turn over (trade value premium and
and closeout) notional value
for exercise
assignment)
Stamp duty 0.01% 0.002% of 0.002% (trade Stamp duty will 0.002% (on
turnover value and be charged at premium and
closeout) the rate of 200 notional value
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 per crore or for exercise
0.002% assignment)

1.16 [Link]

LIST OF DOCUMENTS REQUIRED FOR OPEN A DE-MATEE ACCOUNT.

A: - Pan card (compulsory)

B: - Cheque in the name of "ICICI SEQURITIES"
C: - voter id / driving license / latest 3month Bank statement/ mobile bill
D: - passport size photo
E:- Company id(if customer is working with any company)
F:- salary slip((if customer is working with any company)

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 CHAPTER-2

REVIEW OF LITERATURE AND RESEARCH DESIGN

2.1 (a) DE-MATEERIALISATION

According to Robert Herman, Siamak A. Ardekani, and Jesse H. Ausubel

The word De-mateerialization is often broadly used to characterize the decline over time in weight of the
materials used in industrial end products. One may also speak of De-mateerialization in terms of the
decline in “embedded energy” in industrial products. Colombo (1988) has speculated that De-
mateerialization is the logical outcome of an advanced economy in which material needs are substantially
satiated.1 Williams et al. (1987) have explored relationships between materials use and affluence in the
United States. Perhaps we should first ask the question: Is De-mateerialization taking place? The answer
depends, above all, on how De-mateerialization is defined. The question is particularly of interest from an
environmental point of view, because the use of less material could translate into smaller quantities of
waste generated at both the production and the consumption phases of the economic process.

De-mateerialization is the process by which physical certificates of an investor are converted to an

equivalent number of securities in electronic form and credited to the investor’s depository account with his
Depository Party (DP)

(b) DEPOSITORY

A Depository account is similar to a bank account. It gives a summary investor’s holding of

securities in the companies in the Indian Stock Exchange and records transaction details of securities
bought and sold during the period. The information of securities holding is maintained in the electronic
form. The securities in the depository account do not have any numbers to distinguish them and are
identified by the total number of securities held for each company by the depository on the investor’s
account.

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(c) DEPOSITORY PARTICIPANTS

A Depository participant is an agent appointed by the depository and is authorized to offer

depository services to all investors. An investor can not directly open a De-mate account with the
depository. An investor has to open his account through a DP only. The DP in turn opens the account with
the Depository. The DP in turn takes up the responsibility of maintaining the account and updating them as
per the instructions given by the investor from time to time. The DP generates and provides the holdings
statement from time to time as required by the investor. Thus, the Depository Party (DP) is basically the
interface between the investor and the depository.

2.2 STATEMENT OF PROBLEM

Online trading and De-mate are the two emerging concepts in the stock market. It involves
personal factors, technical factors, business factors and economic factors. The interplay of these factors on
stock market requires a deep study about the pattern process and procedures and performance. This study
is intended to identify the various concepts about De-mate and the online trading and its way of functioning
ICICI provisions are not exposing to its customers extensively. Hence in this report an attempt has been
made to link the potential customers and the ICICI Capital Services Ltd

2.3 SCOPE OF STUDY

Globalization of the financial market has led to a manifold increase in investment.

New markets have been opened; new instruments have been developed; and new services have been
launched. Besides, a number of opportunities and challenges have also been thrown open.

2.4 OBJECTIVE OF THE PROBLEM

 Study of ICICI [Link] (online share trading)

 Study of De-materialization in ICICI Capital Ltd.
 Customer’s satisfaction and awareness of ICICI Capital Services Ltd.

ICICI Capital Services Ltd., is depository participant (DP) and it is providing the financial services to the
share holders and various other DP’s also providing almost same services which leads to a competition. So
in order to retain the existing customers of ICICI Capital Ltd. and to attract new customers knowing the

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customers need and preferences and expectation is very important. The study involves knowing the
expectation and satisfaction level of ICICI Capital Ltd. customers.

2.5 HYPOTHESIS: A hypothesis is an assumption about a population of the study.

2.5 (1)NULL HYPOTHESIS

(a) HO- ICICI do not have any competitive advantage as compare to its competitor.

(b) H1- ICICI has its competitive advantage as compare to its competitor.

2.5 (2) PLEDGE OF HYPOTHECATION OF SECURITIES HELD IN A DEPOSITORY

 Subject to such regulations and bylaws, as may be made in this behalf, a beneficial owner may
with the previous approval of the depository create a pledge or hypothecation in respect of a
security owned by him through a depository.

 Every beneficial owner shall give intimation of such pledge or hypothecation to the depository and
such depository shall thereupon make entries in its records accordingly.

 Any entry in the records of a depository under sub-section shall be evidence of a pledge or
hypothecation.

2.6 OPERATIONAL DEFINATIONS OF CONCEPT

(a) DE-MATEERIALIZATION

A process by which the physical certificates of an investor are taken back by the company /
registrar and actually destroyed and an equivalent number of securities are credited in the electronic
holdings of the investor.

(b) REMATERIALIZATION:
Conversion of shares from electronic form into physical form of the investors.

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(c) DEPOSITORY

An organization where the securities of a shareholder are held in the electronic form, at the request of the
shareholder through the medium of the depository participant.

(d) DE-MATE BASICS

Before coming to those issues let us first ponder over what exactly De-mate share is and what has
compelled Indian markets to go for such alternative. A De-mate share is a share kept in the electronic form,
on behalf of the investor. This share is held in the electronic form by an agency called National Security
Depository Limited. This agency is promoted solely for this purpose IDBI, UTI and NSE. The State Bank of
India has also acquired a minor stake in NSDL subsequently. A depository participant interfaces between
NSDL and the investor.
2.7 HOLDING SECURITIES IN ELECTRONIC FORM:
A De-mate share is very much different from a physical share in the following manner:
 It is held by NSDL on behalf of the investor whereas the investor holds a physical share himself.
 The holding and handling of such share is in electronic form.
 An agent called depository participant wherein every investor who want to hold share in De-mate
form has to open a account, provides the interface between NSDL and the investor.
 The NSDL can also legally transfer the De-mate shares into buyer’s account from seller’s account.
 The De-mate share kept in the electronic form can also be converted to physical share on request.
 Unlike physical share the De-mate share doesn’t have folio number or certificate number.
 There is no stamp duty in transfer of De-mate share from one account to another, but depository
participant charges some amount as transaction fee as well as asset holding charges.

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 2.2(a) RESEARCH METHODOLOGY

2.2(a) Introduction

A research design is a logical and systematic plan prepared for directing a research study. It
specifies the objectives of the study, the methodology and techniques to be adopted for achieving the
objectives. It constitutes the blueprint for the collection, measurement and analysis of data. It is “the plan,
structure and strategy of investigation conceived so as to obtain answers to research questions”. The plan
is the overall scheme or program of research. A research design is the program that guides the investigator
in the process of collecting, analyzing and interpreting observations. The preparation of a research plan for
a study aids in establishing direction to the study and in knowing exactly what has to be done and how and
when it has to be done at every stage.

Without a research plan or research design, research work becomes unfocussed and aimless empirical
wandering. The use of research design prevents such a blind search and indiscriminate gathering of data
and guides him to proceed in the right direction. The design also enables the researcher to anticipate
potential problems of data gathering, operations of concepts, measurement, etc

(b) RESEARCH DESIGN OF THE STUDY

The study is based on survey technique. The study consists of analysis about customer’s
awareness and satisfaction of ICICI Capital Ltd. For the purpose of the study customers100 are picked
up and their views solicited on different parameters. The methodology adopted includes:

 Questionnaire
 Random sample survey of customers
 Discussions with the concerned Personal interviews and informal discussions were held with ICICI
Capital Ltd.

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  Customers to ascertain the awareness and satisfaction level.
Further applying simple statistical techniques has processed the data collected.

(c) SOURCES OF DATA

 PRIMARY DADA : Questionnaire

 SECONDARY DADA : are published materials such as periodicals, journals, news papers, and
website.

(d) SAMPLING PLAN

Sampling since segment wise investors in ICICI Capital Ltd. are not available for the overall
customers was considered for the study. 100% coverage was difficult within t h e l i m i t e d
p e r i o d o f t i m e . H e n c e s a m p l i n g s u r v e y m e t h o d w a s a d o p t e d f o r t h e  purpose
of the study.

(e) POPULATION
(Universe) customers of ICICI Capital services Ltd.

(f) SAMPLING SIZE

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

(g) SAMPLING METHODS

Probability sampling requires complete knowledge about all sampling units in the
universe. Since due to time constraint non-probability sampling was chosen for the study.

(h) SAMPLING PROCEDURE

From large number of customers of ICICI Ltd. were randomly picked up.

(i) FIELD STUDY

Directly approached respondents.

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2.2 (b) DATA COLLECTION INSTRUMENT

1. COLLECTION OF DATA THROUGH QUESTIONNAIRES: 

The data collected for the study purpose is through questionnaires. Hundred customer
of I C I C I d i r e c t . c o m h a v e b e e n s e l e c t e d r a n d o m l y f o r t h e s t u d y p u r p o s e a n d t h e n
t h e information revealed from the customers is analyzed and interpreted in the study.

2. ORGANISATION OF FIELD WORK 

Initial field work has done for pre testing tools for data collection. The d a t a i s c o l l e c t e d
t h r o u g h t h e d i r e c t i n t e r a c t i o n w i t h t h e I C I C I ’ s c u s t o m e r s t h r o u g h questionnaires
answered by them. Hundred customers of ICICI were randomly chosen for the purpose of the
study in Bangalore

2.2 (c) LIMITATION OF STUDY

 Since sample size is only 100, which is not a true representative of the population as a whole.

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

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

 Level of accuracy of the results of research is restricted to the accuracy level with
which the customers have given their answers and the accuracy level of the answers
cannot be predicted.

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2.2 (d) CHAPTER SCHEME

AN OVERVIEW OF THE REPORT

CHAPTER 1: Contains the general introduction and theoretical background of the study.

CHAPTER 2: Consists of aspects of statement of the problem, literature review, objectives, need,
research design, scope and limitation of the study. Overall it’s a research methodology of the study.

CHAPTER 3: Consists of all details relating to ICICI Ltd., and its Groups, origin of organization, its
development and future prospects. It also includes profile of the respondents.

CHAPTER 4: Analysis regarding the customer awareness, satisfaction level

and findings including testing of hypothesis.

CHAPTER 5: Summary of findings, conclusions and recommendations.

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 CHAPTER-3

PROFILE OF THE ORGANISATION

3.1 DEPARTMENT/FUNCTIONAL AREAS

Infrastructure financing, corporate financing and retail have been the strong pillars of ICICI's
growth. They expect these to remain thrust areas in the future too. The financial institution sees significant
opportunities in the power sector, and in the rapid de-regulation of the Telecom sector. On the retail side,
ICICI has established a retail franchisee through a physical presence across 42 cities. Its retail thrust has
been on the planks of technology enabled low cost distribution channels like the Internet, Call centers and
ATMs.

It occupies the number one position in automobile financing (over 20% of the market share), number one in
credit cards on an incremental basis. It also has a growing presence in home finance and on-line trading.

(A) ICICI BANK

ICICI Bank is a commercial banking outfit set up by the ICICI Group. The Bank was registered a
banking company on January 5th, 1994 and received its banking license from the Reserve Bank of India on
May 17th, 1994. The Bank has an authorized capital of INR 300crore (USD 75.96 million), of which
subscribed and paid-up capital is INR 165 crore (USD 41.78 million). The first ICICI Bank branch was
started in Madras in June 1994. The branches are fully computerized with state-of-the-art technology and
systems. All of them are fully networked through V-SAT (Satellite) technology. The Bank is connected to
the international SWIFT network since March 1995. ICICI Bank offers a wide spectrum of domestic and
international banking services to facilitate trade, investment, cross-border business, and treasury and
foreign exchange services. This is in addition to a whole range of deposit services offered to individuals and
corporate bodies. ICICI Bank’s Infinity was the first Internet banking service in the country, and a prelude to
banking in the next millennium. Currently the Bank has around 150,000 customers.

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(B) ICICI VENTURE FUNDS MANAGEMENT COMPANY LIMITED

With the recent spurt in entrepreneurship in the country, venture capital and private equity capital financing
are fast attaining a role of prominence. Uniquely positioned to take the Indian entrepreneur further is ICICI
Venture Funds, the wholly owned subsidiary of ICICI, with its keen understanding of the Indian Financial
Markets, entrepreneurial ethos, access to global capital and a network through influential global alliances.
Strong parentage and affiliates provide ICICI Venture with access to a broad spectrum of financial and
analytical resources. An affiliation with (Trust Company of the West) provides a platform for networking
Indian Companies to global markets and technology. ICICI Venture Funds currently manages / advises 11
Funds aggregating US$ 400 million, making it the most significant private equity investor in the country.
The investment experience of ICICI Venture’s professionals is the foundation its strengths and success in
several areas of investing. ICICI Venture seeks to invest in opportunities where its network through ICICI
and TCW can create value for all involved. ICICI Venture’s primary investment objective is capital
investment through investments by way of equity or equity-related securities in unlisted companies with
significant growth potential. ICICI Venture’s investments span a broad spectrum of industries and stages of
development, the investment focus being on

 Information Technology
 Biotechnology and Life Sciences
 Media and entertainment
 Retail Services

(C) ICICI SECURITIES AND FINANCE COMPANY LIMITED

Formed in 1993 when ICICI’s Merchant Banking Division was spun off into a new company, I-SEC today
are India’s leading Investment Bank and one of the most significant players in the Indian capital markets. Its
client list includes some of the best known, most respected names in Indian business and industry, and I-
SEC offers them what are probably the widest, most in-depth range of services in the market, with the
highest standards of professionalism. Backed by a strong distribution network, I-SEC is acknowledged to
be at the forefront of all new developments in the Indian debt market. I-SEC Research Reports,
Compendia, Updates, I-BEX and sovereign Bond Index, have become industry standards, sought after by
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finance, business and reputed publications alike. The Project Finance Group has helped take strategic
projects from the drawing board to financial closure, leveraging the expertise of parent organization. I-SEC
has also executed several assignments in M & A, including business valuations, spin-offs and mergers, for
both domestic and overseas clients. The range of products offered by i-SEC includes:

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

 Fixed Income – Primary Dealership, Debt Research

 Equities – Lend management, Underwriting, Syndication, Private Equity placement, Sales, Trading,
Broking, Sectoral and Company Research I - SEC Continues to sustain a steady rate of growth by
offering the most extensive range of services combined with unrivalled standards of
professionalism.

(D) ICICI BROKERAGE SERVICES LIMITED

Set up in March 1995, ICICI Brokerage Services is a 100% subsidiary of I-SEC. It commenced its
securities brokerage activities in February 1996 and is registered with the National Stock Exchange of India
Limited and The Stock Exchange, Mumbai. We are a joint venture between ICICI and the leading financial
services provider in India, and prudential plc of U.K., one of the finest Life insurance companies in the
world. Together we provide you with an extensive range of insurance products to suit your various needs at
various life stages. We aim to keep you covered, at every step in life. Their policies are need-specific and
address particular age groups. This means that no matter where in life you are, we offer specific products
to suit your needs for savings, protection and retirement. Our products can be categorized into the
following:

 Saving plans
 Protection plans
 Retirement plans

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(E) ICICI PERSONAL FINANCIAL SERVICES LIMITED

ICICI Personal Financial Services Limited (ICICI PFS), formerly ICICI-Credit, was one of the first
four companies to obtain registration as a Non-Banking Financial Company (NBFC) from the Reserve Bank
of India (RBI) on September 10, 1997 under the new section 45IA of the Reserve Bank of India Act, 1934.
During the year 1998-99, there was a significant shift in the Company’s operation from leasing to hire
purchase to distribution and servicing of all rental products for the ICICI Group. It is now a focal point for
marketing and distribution of all rental asset products for ICICI, including auto loans, consumer durable
finance and other financial products. The Company has thus become part of ICICI’s retail strategy aimed at
offering a comprehensive range of products and services to retail customers. In view of this reorientation of
the business, the name of the Company was changed from ICICI Credit Corporation to ICICI Personal
Financial Services Limited (ICICI PFS) effective March 22, 1999.

(F) ICICI CAPITAL SERVICES LIMITED

ICICI Capital Services Ltd. was incorporated in the name of SCICI Securities Ltd. on September
24, 1994 as a wholly owned subsidiary of erstwhile SCICI Ltd. with the objective of providing stock broking
services to the institutional clients and undertaking activities such as underwriting, primary market
placements & distribution industry & company research etc. After the amalgamation of SCICI with ICICI
effective from April 1, 1996, resulting in the change of the name. The company is mandated, under review
by ICICI, to carry out on its behalf the retail resource raising activities and to provide front office services
related to all retail and semi retail liability products of ICICI. The company also operates the network of
ICICI Centers being set up by ICICI. As on date the company has set up 91 centers across the country.

(G) ICICI INFOTECH

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

having worked on varied technologies with leading corporations worldwide. Our service portfolio includes
the following:

 IS & IT Consulting
 Software Design and Development
 Enterprise Application Integration

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  Value Chain Management Solutions (SCM, CRM etc.)
 Application Re-engineering and Management
 Knowledge Management Solutions
 Embedded System Applications
 Technology Incubation, IT-enabled Services & IT Outsourcing

(H) ICICI CAPITAL LTDC.

Its products are

 RBI Bonds
 E-invest (ICICI [Link])
 Fixed Deposits
 Mutual Funds
 Bonds
 De-mate
 Equity IPO

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 3.2 COMPANY PROFILE:

3.1(A) INTRODUCTION ABOUT THE COMPANY

Even as the European and American stock markets reckon with the changes brought about by the
Internet and IT/telecom advances, the Indian stock market has quickly moved to global standards. The
sheer breadth of the changes since the National Stock Exchange started operations in 1994 and with the
Securities and Exchange Board of India (SEBI) also driving the changes in the market system, have
enabled the Indian market to move well ahead in just five years. Even as online automated trading and
better clearing and settlement mechanisms have been put in place, perhaps, the most significant change in
the Indian market has been the coming of paperless trading; it may well be a precursor to the next big
changes – rolling settlements and Internet trading. But the push towards paperless trading stands out even
in a decade when the market landscape has changed beyond recognition. De-mateerialization (holding and
trading securities in paperless mode) was an alien concept in India before 1995; in five years, large
quantities of paper have been flushed out of the system. Since the entry of the foreign institutional investors
(FIIs) and online trading, the old system, laden with paperwork at every conceivable stage, was out of place
in an otherwise fast trading environment.

As the FIIs complained about the paperwork as a major constraining factor, the government and
SEBI took notice. The requisite legislative changes were put in place quickly - the Depositories Act, 1996
was passed and the NSE, with the UTI and the IDBI, set up the National Securities Depository Ltd (NSDL).
But the depository concept did not gain popularity; the FIIs which had clamored for its introduction, now
ignored it. The reason: Lack of liquidity. But, unless the institutional investors stepped in, there could be no
liquidity. This stalemate frustrated the push for a paperless environment.

Until SEBI stepped in, that is.

With regulatory pushes SEBI, in phases, made De-mate trading in stocks mandatory for
institutions first and, then, for all investors. Mandatory paperless trading, forced the FIIs to De-mateerialise
their holdings quickly. As a consequence of SEBI's action, most major stocks are traded in the paperless
mode now. The second phase will involve some 200 stocks in a few months time. The effect of SEBI's
action is evident from NSDL's statistics. A total of 698 companies, with a market capitalization of Rs.
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7,37,300 crores (almost 80 per cent of the market capitalization of all listed stocks), is enrolled with the
NSDL. With 13.65 billion shares in the De-mate mode, nearly 19 million investor accounts, and securities
valued at Rs. 3,96,800 crores ($91 billions) actually De-mateerialized, the concept of De-mateerialization
can be said to have taken roots. If the regulatory direction is any indication, more paper will be flushed out
of the system in the next two years. The costs of De-mateerialization have declined as the NSDL slashed
charges as volumes expanded and the competition _ from the Central Depository Services Ltd (CSDL)
floated by the BSE _ started in 1999 second half. A series of measures by SEBI and NSDL also helped
ease the strain faced by retail investors. From a long-term perspective, De-mate in India is of considerable
significance. Not only has the general trading environment improved and quickened, volumes too have
perked up, even in the De-mate segment. With De-mate taking off, there is now scope for an improvement
in the quality of investor service. As a consequence of De-mateerialisation, the Indian market is also well
prepared for web-based trading though the quality of telecom infrastructure and inadequacies in the
banking system-stock exchange linkages may cause delays. Notably, with regard to the thrust towards
paperless trading, the Indian market managed in three years what took even the US much longer. With a
high degree of De-mateerialisation a reality, the stage is set for rolling settlements and web-based trading.
Once these are in place, the Indian market will have moved closer to the standards in advanced markets,
such as the US. And paperless trading may well be the catalyst for such a rapid advancement.

3.2(B) HISTORY OF THE ORGANIZATION:

The De-mateerialized form of shareholding and the depository mode of trade (scrip less
trade) have been in operation in developed financial markets for over 15 years. In India, the first depository
commenced operation a decade back and is relatively new. The Indian financial market is in need of both
scrip-based and scrip less trade, but the investing community, which is used scrip-based trade, is bound to
take some time to accept the latter. The scrip less trading, till now a domain of the western world,
institutional investors and GDR holders is now mandatory even for small investors. All those who hold
physical share certificates have to get them De-mateerialized. If they do not, they will be forced to do so at
the time of sale. The countless numbers of conservative Indians have to digest it, whether they like it or not.
First, the institutional investors succumbed. Then the high net worth individuals, trading in more than a
certain numbers of shares, were forced to give in. now, it is the turn of the small investors of select-
companies. With their share certificates being replaced by small slips and receipts, naturally the average

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investors will have their share of fears and apprehensions. It is necessary to educate and convince these
investors about the benefit of De-mate rather than forcing them to take part in the game.

3.3 COMPANY’S VISION

To make ICICI direct the dominant online share trading by world class people and services.

THIS WE HOPE TO ACHIEVE BY

 Understanding the needs of customers and offering them superior product and service.
 Leveraging technology to service customers quickly and conveniently.
 Developing and implementing superior risk management and investment strategic to offer
sustainable and stable return to our shareholder.
 Providing and enabling environment to foster growth and learning for our employees

3.4 COMPANY MISSION

 To judged by their sales and earnings growth rates than on the absolute value of their sales and
earnings. Look for companies that consistently grow faster than there peers.

 Investors prefer companies that increase profit margins -- the percentage of sales that they keep --
every year. This is accomplished either by lowering expenses or raising prices. Look for
companies that consistently find ways to squeeze more profits out of sales than their peers.

 The financial health of a company is dependent on a combination of profitability, short-term

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

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3.5 OBJECTIVES OF THE STUDY

Every company has a particular goal. A study without objectives cannot reach the destination. My
project work programe was also directed to some particular targets and the main objective of the study is
as bellow:

 Study of ICICI [Link] (online share trading).

 Study of De-mateerialization in ICICI Capital Ltd.

 Customer’s satisfaction and awareness of ICICI Capital Services Ltd.

3.6 NEED FOR THE STUDY

 To study the various concepts of De-mate and online trading.

 To study the various plans of the

 To study the cost of online trading.

 To know the market leaders in this segment.

 To offer suggestions based on findings.

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 3.7 (COMPETITOR PROFILE)
MAJOR PLAYER OF THE INDUSTRY
(A) S.S KANTILAL ISHWARLAL SECURITIES [Link]([Link])

Share khan, India's leading stockbroker is the retail arm of SSKI, and offers you depository services
and trade execution facilities for equities, derivatives and commodities backed with investment advice
tempered by decades of broking experience. A research and analysis team is constantly working to track
performance and trends. That's why Share khan has the trading products, which are having one of the
highest success rates in the industry. Share khan is having 240 share shops in 110 cities; the largest
chain of retail share shops in India is of Share khan.

In future, Share khan is planning to enter in Mutual funds, Insurance sector and banking sector to
expand beyond the market currently covered by it. And it has started MF (Mutual Funds) on priority basis
but wants to grow in it.

ICICI WEB TRADE LTD. ([Link])

[Link] was the first entrant into e-broking. [Link] provides the 3in-l to the users which
ties in their saving bank account and their De-mate account to their brokerage account electronically. This
integration ensures that money is transferred to/from their bank account and the shares are transferred
from/to their De-mate account automatically without writing any cheques or transfer instructions while
carrying out their trades in shares. [Link] has the option of trading in shares in cash, margin or
spot segments. An investor can also invest in 14 Mutual Funds (Prudential ICICI MF, Franklin Templeton
India MF, and Alliance Capital MF, 1M MF, Birla Sun Life MF, Sundaram MF, IL&FS MF, Principal MF,
HDFC MF, Standard Chartered MF, Reliance Capital MF, Kotak Mahindra MF, TATA MF and DSP
MERRILL LYNCH MF) through their trading account.

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(B) [Link]

5paisa is the trade name of India Info line Securities Private Limited (5paisa), member of National
Stock Exchange and The Stock Exchange, Mumbai. 5paisa is a wholly owned subsidiary of India Info line
Ltd, India's leading and most popular finance and investment portal. 5paisa has emerged as one of leading
players in e-broking space in India.

The company's brokerage is one of the lowest in the industry. It also provides the research on
commodities. Investors can benefit from its analysis and advice available at the click of the mouse. For
those who prefer to trade the traditional way, India Info line investor points are available across the
country. India Info line was founded by a group of professionals in 1995. Its institutional investors include
Intel Capital, one of the leading technology companies in the world promoted by the UK government, ICICI,
TDA and Reeshanar. The company offers a slew of products such as stock and derivatives broking,
commodities broking and mutual funds.

(C) KOTAK SECURITIES LIMITED ([Link])

Kotak Securities Ltd., a strategic joint venture between Kotak Mahindra Bank and Goldman Sachs
(holding 25% - one of the world's leading investment banks and brokerage firms) is India's leading stock
broking house with a market share of 5 - 6 %. Kotak Securities Ltd. has been the largest in IPO distribution
- It was ranked number One in 2003-04 as Book Running Lead Managers in public equity offerings by
PRIME Database. It has also won the Best Equity House A ward from Finance Asia - April 2004. Kotak
Securities Ltd is also a depository participant with National Securities Depository Limited (NSDL) and
Central Depository Services Limited (CDSL) providing dual benefit services wherein the investors can use
the brokerage services of the company for executing the transactions and the depository services for
settling them. The company has 42 branches servicing around 1,00,000 customers. [Link] the
online division of Kotak Securities Limited offers Internet Broking services and also online IPO and Mutual
Fund Investments. Kotak Securities Limited manages assets over 1700 crores under Portfolio
Management Services (PMS) which is mainly to the high end of the market. Kotak Securities Limited has
newly launched "Kotak Infinity" as a distinct discretionary Portfolio Management Service, which looks into
the middle end of the market.

37
KOSHYS INSTITUTE OF MANAGEMENT
(D) INDIA BULLS
India bulls is India's leading retail financial services company with 77 locations spread across 64
cities. Its size and strong balance sheet allows providing varied products and services at very attractive
prices, our over 750 Client Relationship Managers are dedicated to serving your unique needs.
India bulls are lead by a highly regarded management team that has invested crores of rupees into
a world class Infrastructure that provides real-time service & 24/7 access to all information and products.
The India bulls Professional Network offers real-time prices, detailed data and news, intelligent analytics,
and electronic trading capabilities, right at your fingertips. This powerful technology is complemented by
our knowledgeable and customer focused Relationship Managers. India bulls offer a full range of financial
services and products ranging from Equities, Derivatives, De-mate services and Insurance to enhance
wealth and to achieve the financial goals.

(E) MOTILAL OSW AL SECURITIES LTD. (MOSt)

One of the top-3 stock-broking houses in India, with a dominant position in both institutional and retail
broking, MOSt is amongst the best-capitalized firms in the broking industry in terms of net worth. MOSt
was founded in 1987 as a small sub-broking unit, with just two people running the show. Focus on
customer-first-attitude, ethical and transparent business practices, respect for professionalism, research-
based value investing and implementation of cutting-edge technology have enabled it to blossom into a
thousand-member team. The institutional business unit has relationships with several leading foreign
institutional investors (FIIs) in the US, UK, Hong Kong and Singapore. In a recent media report MOST was
rated as one of the top-10 brokers in terms of business transacted for FIIs. The retail business unit
provides equity investment solutions to more than 50,000 investors through 270 outlets spanning 150
cities and 22 states. MOST provides Advice Based Broking, Portfolio Management Services (PMS), E-
Broking Services, Depository Services, Commodities Trading, and IPO and Mutual Fund Investment
Advisory Services. Its Value PMS Scheme gave a 160% post-tax return for the year ended March 2004.
In Asia Money Brokers Poll 2003 MOST has been rated as the Best Domestic Research House- Mega
Funds, while in 2000 and 2002 it has been rated as the Best Domestic Equity Research House and Second
best amongst Indian Brokerage firms respectively.

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KOSHYS INSTITUTE OF MANAGEMENT
(F) HDFC SECURITIES LTD (HDFCsec)
HDFC sec is a brand brought to you by HDFC Securities Ltd, which has been promoted by the
HDFC Bank & HDFC with the objective of providing the diverse customer base of the HDFC Group and
other investors a capability to transact in the Stock Exchanges & other financial market transactions. The
services comprise online buying and selling of equity shares on the National Stock Exchange (NSE).
Buying and selling of select corporate debt and government securities on the NSE would be introduced in
a subsequent phase. In a few months, they will also start offering the following online trading services on
the BSE and NSE:

 Buying and selling of shares on the BSE

 Arbitrage between NSE & BSE
 Trading in Derivatives on the NSE
 Margin trading products.
They are also planning to include buying and selling of Mutual Funds, IPQ subscriptions, right issues,
purchase of Insurance policies and asset financing

39
KOSHYS INSTITUTE OF MANAGEMENT
 CHAPTER-4

4.1 DATA ANALYSIS AND INTERPRETATION

TABLE NO 4.1 CUSTOMERS’ PREFERNCE OVER OTHER DEPOSITRY SERVICES IN ICIC

[Link]

Attributes No. of Persons Percentage

Quality Service 50 50

Safety 20 20

Reach 12 12

Vast variety of Service 4 4

Nothing in Particular 14 14

CHART NO. 4.1 PERCENTAGE OF CUSTOMERS’ PREFERNCE OVER OTHER DEPOSITORY

SERVICES IN ICIC [Link].

Quality Service
Safety
Reach
Vast variety of
Service
Nothing in
Particular

40
KOSHYS INSTITUTE OF MANAGEMENT
From the above showing statistics it is observed that in the survey 50% customers justify that ICICI capital
Ltd. providing quality services as compare to other depository services

TABLE NO. 4.2 DIFFERENT TYPES OF INVESTORS HAVING ICIC [Link].

Small Investors Long term investors Traders

32
58 10

CHART NO. 4.2 PERCENTAGE OF INVESTORS HAVING [Link].

TYPES OF INVESTORS

Small Investors
Long term investors
Traders

The above table shows that out of 100 customers, 58 customers are small investors and 32 customers are
long term investors.

TABLE NO. 4.3 NUMBER OF AVAILED OF THE SERVICES IN ICIC [Link].

41
KOSHYS INSTITUTE OF MANAGEMENT
Schemes/Services No of Persons Percentage

ICICI [Link] 32 32

Settlement 9 9

Transmission of Securities 23 23

New Services

Sell 'N' Cash 5 5

Mutual funds 31 31

CHART NO. 4.3 PERCENTAGE OF AVAILED OF THR SERVIES IN . ICIC [Link]

70

60

50

40

30

20

10

0
ICICI Settlement Transmission New Sell 'N' Cash Mutual funds
[Link] of Securities Services

TABLE NO. 4.4 NUMBER OF CUSTOMERS AWARE OF SERVICES OFFERED BY ICIC CAPITAL LTD.

42
KOSHYS INSTITUTE OF MANAGEMENT
Schemes/Services No of Persons Percentage

[Link] 100 100

Settlement 70 70

Transmission of Securities 64 64

New Services

Sell 'N' Cash 56 56

Mutual Fund 18 36

Loans Against de-mat shares 24 48

CHART NO. 4.4 PERCENTAGE OF CUSTOMERS AWARE OF SERVICES OFFERED BY ICIC CAPITAL
LTD.

SCHEMES/SERVICES

[Link]
Settlement
Transmission of Securities

Sell 'N' Cash

Mutual Fund
Loans Against de-mat shares

TABLE NO. 4.5 CUSTOMER’S AWARENESS OF THE NEW SERVICES OFFERED BY ICIC
[Link]

Through ICICI News Paper/ Broker Agents Others

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KOSHYS INSTITUTE OF MANAGEMENT
 [Link] Magazines

50 10 8 32 0

50% 10% 8% 32% 0

CHART NO. 4.5 PERCENTAGE OF CUSTOMER OF CUSTOMER’S AWARENESS OF THE NEW

SERVICES OFFERED BY ICIC [Link]

50
45
40
35
30
25
20
15
10
5
0
Through ICICI News Paper/ Broker Agents
[Link] Magazines

According to the survey 50% customers know the services through ICICI and 32% through ICICI agent

TABLE NO. 4.6 CUSTOMER’S FIRST SOURCE OF AWARENESS

Through ICICI News paper /

Broker Agents Others
[Link] Magazines

34 12 14 34 6
44
KOSHYS INSTITUTE OF MANAGEMENT
 34% 12% 14% 34% 6%

CHART NO. 4.6 PERCENTAGE OF CUSTOMER’S FIRST SOURCE OF AWARENESS

CUSTOMER'S FIRST SOURCES OF AWARENESS

Through ICICI [Link]

News paper / Magazines
Broker
Agents
Others

According to the survey the first source of information is ICICI [Link] itself and the agents.

TABLE NO 4.7 CUSTOMERS’ SATISFACTION OF THE SERVICES OF ICIC [Link]

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KOSHYS INSTITUTE OF MANAGEMENT
 Neither Satisfied / Mostly
Satisfied Mostly Satisfied Unsatisfied
Unsatisfied Unsatisfied

64 24 10 2 0

64% 24% 10% 2% 0

CHART NO. 4.7 PERCENTAGE OF CUSTOMERS’ SATISFACTION OF THE SERVICES OF ICIC

[Link]

Satisfied

Mostly Satisfied

Neither Satisfied /
Unsatisfied

Mostly Unsatisfied

Unsatisfied

According to survey 64% of customers are satisfied with the services of ICICI Direct .com and 24% are
mostly satisfied. Then we can say that ICICI [Link] offers quality service that touches customers’
satisfaction level.

TABLE NO 4.8 Customers’ satisfaction of the De-mate services of ICICI [Link]

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KOSHYS INSTITUTE OF MANAGEMENT
 Neither Satisfied / Mostly
Satisfied Mostly Satisfied Unsatisfied
Unsatisfied Unsatisfied

46 22 16 12 4

46% 22% 16% 12% 4%

CHART NO. 4.8 Percentage of customers’ satisfaction of the De-mate services of ICICI [Link]

Satisfied
Mostly Satisfied
Neither Satisfied /
Unsatisfied
Unsatisfied
Mostly Unsatisfied

According to the survey 46% are satisfied with the De-mate Services of the ICICI Capital Ltd. 12% of the
customers are not satisfied. So we can say ICICI [Link] offers quality services in De-mate section
also.

TABLE NO 4.9 CUSTOMERS SATISFACTION WITH THE PURCHASE AND SALES OF ICICI [Link]

Neither Satisfied/ Mostly

Satisfied Mostly Satisfied Unsatisfied
Unsatisfied Unsatisfied

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KOSHYS INSTITUTE OF MANAGEMENT
 40 26 14 8 12

40% 26% 14% 8% 12%

CHART NO: 4.9 PRRCENTAGE OF CUSTOMER’S SATISFACTION WITH THE PURCHASE AND SALES
OF ICICI [Link]

40
35
30
25
20
15
10
5
0
Satisfied Mostly Neither Mostly Unsatisfied
Satisfied Satisfied/ Unsatisfied
Unsatisfied

According to the survey only 40% of the customers are satisfied with Purchase and Sales of ICICI
[Link]. So we can say purchase and sales section ICICI [Link] unsatisfied the customers.

TABLE NO: 4.10 CUSTOMERS’ SATISFACTION WITH THE TRANSMISSION OF SECURITIES OF

SECURITIES OF ICIC [Link]

Neither Satisfied/ Mostly

Satisfied Mostly Satisfied Unsatisfied
Unsatisfied Unsatisfied

30 22 32 12 4

30% 22% 32% 12% 4%

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KOSHYS INSTITUTE OF MANAGEMENT
CHART NO. 4.10 PERCENTAGE OF CUSTOMERS’ SATIFACTION WITH THE TRANSMISSION OF
SECURITIES OF ICIC [Link]

35

30

25

20

15

10

0
Satisfied Mostly Neither Mostly Unsatisfied
Satisfied Satisfied/ Unsatisfied
Unsatisfied

According to the survey 30% of the customers are satisfied and 22% of the customers are mostly satisfied
with the transmission of securities of ICICI [Link]. So we can say that ICICI [Link] unsatisfied the
customers in case of transmission of securities of the customers.

TABLE NO.4.11 CUSTOMER SATISFACTION WITH THE SALES OF THEIR SECURITIES IN CASH

Neither Satisfied/ Mostly

Satisfied Mostly Satisfied Unsatisfied
Unsatisfied Unsatisfied

70 20 10 0 0

70% 20% 10% 0 0

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KOSHYS INSTITUTE OF MANAGEMENT
CHART NO 4.11 PERCENTAGE OF CUSTOMER SATISFACTION WITH THE SALES OF THEIR
SECURTIES IN CASH

70

60

50

40

30

20

10

0
Satisfied Mostly Neither Mostly Unsatisfied
Satisfied Satisfied/ Unsatisfied
Unsatisfied

According to the survey 70% of the customers are satisfied with the sell in cash system of ICICI Capital Ltd.
So we can say that ICICI [Link] satisfied the customers with the sale of customers’ securities in cash.

TABLE NO. 4.12 CUSTOMER SATISFACTION WITH THE MUTUAL FUND SERVICE OF ICICI CAPITAL
LTD.

Neither Satisfied/ Mostly

Satisfied Mostly Satisfied Unsatisfied
Unsatisfied Unsatisfied

38 34 24 4 0

38% 34% 24% 4% 0

50
KOSHYS INSTITUTE OF MANAGEMENT
CHART NO. 4.12 PERCENTAGE OF CUSTOMER SATISFACTION WITH THE MUTUAL FUND SERVICE
OF ICICI CAPITAL LTD

Satisfied

Mostly Satisfied

Neither Satisfied/
Unsatisfied

Mostly Unsatisfied

Unsatisfied

According to the survey, 38% of the customers are satisfied with the Mutual fund services of ICICI Capital
Ltd. So we can say that customer’s tendency is that they believe that Mutual Fund and Shares are
performing as the same in the primary and secondary market and the mutual fund is the safest way to
invest in the market.

TABLE NO. 4.13 CUSTOMER SATISFACTION WITH TRADING DEMOS PROVIDED BY ICICI CAPITAL
LTD.

Neither Satisfied/ Mostly

Satisfied Mostly Satisfied Unsatisfied
Unsatisfied Unsatisfied

52 24 20 4 0

52% 24% 20% 4% 0

CHART NO. 4.13 PERCENTAGE OF CUSTOMER SATISFACTION WITH TRADING DEMOS PROVIDED
BY ICICI CAPITAL LTD.

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KOSHYS INSTITUTE OF MANAGEMENT
 Satisfied
Mostly Satisfied
Neither Satisfied/
Unsatisfied
Mostly Unsatisfied
Unsatisfied

According to the survey 52% of the customers are satisfied with the Trading Demos that are conducted by
the ICICI Capital Ltd. 24% are mostly satisfied. So we can say that ICICI customers are attending the demo
programmes and the ICICI employees can able to solve the queries of the customers.

TABLE NO.4.14 CUSTOMER SATISFACTION WITH THE PERIODIC RECEIPT AND HOLDING
SDTATEMENT OF ICICI [Link]

Neither Satisfied/ Mostly

Satisfied Mostly Satisfied Unsatisfied
Unsatisfied Unsatisfied

20 18 16 32 14

20% 18% 16% 32% 14%

Chart No. 4.14 Percentage of customers’ satisfaction with the periodic receipts and holding statements of
ICICI [Link]

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KOSHYS INSTITUTE OF MANAGEMENT
 35

30

25
According to

20
the survey,
the 20%
15
customers
10
are satisfied
5
and 18%
0
Satisfied Mostly Satisfied Neither Mostly Unsatisfied customers
Satisfied/ Unsatisfied
Unsatisfied are mostly
satisfied with
the periodic receipts and holding statements of the ICICI [Link]. So, we can say that most of the
customers are unsatisfied with this service of ICICI [Link].

TABLE NO 4.15 CUSTOMER SATISFACTION WITH THE TELEPHONIC ENQUIRIES OF ICICI CAPITAL
LTD

Neither Satisfied/ Mostly

Satisfied Mostly Satisfied Unsatisfied
Unsatisfied Unsatisfied

16 48 12 14 10

16% 48% 12% 14% 10%

Chart No. 4.15 Percentage of customers’ satisfaction with the telephonic enquiries of ICICI Capital Ltd.

53
KOSHYS INSTITUTE OF MANAGEMENT
 50
45
40
35
30
25
20
15
10
5
0
Satisfied Mostly Satisfied Neither Mostly Unsatisfied
Satisfied/ Unsatisfied
Unsatisfied

According to the survey, 48% of the customers are mostly satisfied and 16% of the customers are satisfied.
So, we can say that most of the customers are satisfied with the telephonic service of ICICI Capital Ltd.

TABLE NO. 4.16 CUSTOMER SATISFACTION WITH THE CO-OPERATION BY THE STAFF OF ICICI
CAPITAL LTD

Neither Satisfied/ Mostly

TableSatisfied Mostly Satisfied Unsatisfied
Unsatisfied Unsatisfied

32 46 4 14 4

32% 46% 4% 14% 4%

CHART NO. 4.16 PERCENTAGE OF CUSTOMER SATISFACTION WITH THE CO-OPERATION BY THE
STAFF OF ICICI CAPITAL LTD

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KOSHYS INSTITUTE OF MANAGEMENT
 Satisfied
Mostly Satisfied
Neither Satisfied/ Unsatisfied
Mostly Unsatisfied
Unsatisfied

According to the survey, 32% of the customers are satisfied and 46% of the customers are mostly satisfied
with the co-operation by the staff of ICICI Capital Ltd. So, we can say that most of the customers are
satisfied with the co-operation by the staff of ICICI Capital Ltd.

TABLE NO. 4.17 CUSTOMER SATISFACTION WITH THE TARIFF STRUCTURE OF ICICI [Link]

Very High High Reasonable Low Very Low

12 14 72 2 0

12% 14% 72% 2% 0

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KOSHYS INSTITUTE OF MANAGEMENT
CHART NO. 4.17 PERCENTAGE OF CUSTOMERS SATISFACTION WITH THE TARIFF STRUCTURE
OF ICICI [Link]

80

70

60

50

40

30

20

10

0
Very High High Reasonable Low Very Low

According to the survey, the tariff structure of ICICI [Link] is reasonable. Customers told me that the
brokerage of 0.75% is reasonable because it is the only organization which deals with the primary and
secondary market both. ICICI [Link] also has many investment options than any other organization.

TABLE NO. 4.18 CUSTOMERS SATISFACTION WHEN DEALING WITH THE PROBLEMS THROUGH
ICICI [Link]

Schemes / Services No of Persons Percentage

Frequent reminders are given to

ICICI [Link] for update the 24 24%
information

Irregular receipt of Holding /

22 22%
Transaction statements

Improper format of Holding /

16 16%
Transaction statements

Improper attention given to the

14 14%
enquiries 56
KOSHYS INSTITUTE OF MANAGEMENT
Billing problem 10 10%

Inadequate information 14 14%

CHART NO.4.18 PERCENTAGE OF CUSTOMERS RATING OF THE SERVICE OF ICICI [Link]

8% 0%
36%

56%

1 2 3 4 5 6 57
KOSHYS INSTITUTE OF MANAGEMENT
According to the survey 56% of the customers said that ICICI [Link] services are providing only 60%
of its services to its customers. So we can say that ICICI [Link] services should be increased to
please its customers.

TABLE NO 4.19 CUSTOMERS RATING OF THE SERVICE OF [Link]

0 0 18 28 4 0

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

0 0 36% 56% 8% 0

CHART NO 4.19 PERCENTAGE OF CUSTOMERS PERFORMANCE OF ICICI [Link] OVER ITS

COMPETITORS

8% 6%

24% 52%
10%

Quality Service Rates charged Nothing in Particular Safety Reach

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KOSHYS INSTITUTE OF MANAGEMENT
According to the survey 52% of customers justify their preferences for ICICI [Link] for quality services,
10% for rates charged and 8% for safety. So, we can say that ICICI [Link] provides quality services
than its competitors. But in case of rate charges and safety ICICI [Link] is behind its competitors.

TABLE NO 4. 20 CUSTOMERS AWARENESS OF THE PRODUCTS OF ICICI CAPITAL LTD

Products Tick %

ICICI Bonds 100 100

[Link] 90 90

Mutual Fund 78 78

Equity IPO 74 74

Fixed Deposit 88 88

RBI Bonds 82 82

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KOSHYS INSTITUTE OF MANAGEMENT
Chart No. 5.20 Percentage of Customers’ awareness of the products of ICICI Capital Ltd.

44 41 According

50 to the
survey
37 most of
39 45 the
people
ICICI Bonds [Link] Mutual Fund
know all
Equity IPO Fixed Deposit RBI Bonds
the

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KOSHYS INSTITUTE OF MANAGEMENT
products of ICICI Capital Services Ltd. Only the customers do not know few products. 100% awareness is
feasible in case of ICICI Bonds and 90% in case of ICICI [Link].

CHAPTER-5

SUMMARY OF FINDING, CONCLUSIONAND AND SUGGESTION

5.1 FINDINGS

 [Link] customers are more satisfied with the quality services.

Holding securities in electronic form gives some far-reaching advantages to the investors.

 [Link] offers a wide choice of products for investing in the stock market. It allows to invest
in shares, mutual funds and other financial products. With [Link] one can manage own
de-mat and bank accounts directly and independently.

 The depository participant will allow an investor to trade through any broker of his choice registered
with the stock exchanges connected with National Securities Depository Ltd, what will have to
provide the details of investor’s account with Depository Participant.

 Investor can click to get online information on their open orders and traders i.e. orders that are
routed to exchange are waiting in the queue to be executed can be viewed for their status.

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KOSHYS INSTITUTE OF MANAGEMENT
  Transaction details for the traders done in the last month are available online.

 Printed account statements too are available for earlier.

5.2 SUGGESTIONS

 Some customers feel that they are trained for ICICI [Link] demo. Many customers feel that batch
of 15 are good for ICICI [Link] training.

 Survey reveals that most of the customers are not aware of the service of the Mutual Fund. ICICI
Capital Services Ltd. and the normal tendency of the customer are both investing in shares and in
Mutual Funds are one and the same. So for this ICICI Capital Services Ltd., should create an
awareness of what exactly mean by Mutual Funds and all other services of ICICI Capital Services Ltd.

 After getting the printouts of the holding statement, dispatch of the same should be taken place with no
delay and this can be cross verified with the sender (dispatch section).

 Customers are facing overcrowding, non-availability of telephone lines, so proper measures should be
taken to overcome these problems.

 The ICICI official should conduct regular training demo classes for the new account holders.

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KOSHYS INSTITUTE OF MANAGEMENT
 5.3 CONCLUSION

 ICICI [Link] is performing very well in the field of online share trading business and having
very good administration also.

 Each departments doing their job very well comparing to the standard performance fixed by the
management and it leads to overall good performance of the company.

 There existing a good relationship between employees and management. The management taking
keen interest for finding their weakness and try their level best to overcome this weakness

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KOSHYS INSTITUTE OF MANAGEMENT
 BIBLIOGRAPHY

BOOKS AND JOURNALS:-

[Link] broachers and leaflets

Periodical published by ICICI Capital Ltd.

Journals published by ICICI Capital Ltd.

BRM (himalya publishing house 4th sem bbm)

WEBSITES:-

[Link]/businessline/iw/2001/05/27/stories/[Link]

[Link]/FAQ/[Link]

[Link]/services/[Link]

[Link]/faq/[Link]
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KOSHYS INSTITUTE OF MANAGEMENT
[Link]

QUESTIONNAIRE

Name:-……………………………………………

E mail:………………………………………….

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

o Quality Service
o Safety

o Reach
o Vast variety of Service

o Nothing in Particular

2) What are the different types of investors having. ICICI [Link]?

65
KOSHYS INSTITUTE OF MANAGEMENT
 o Long term investors
o Small Investors

o Traders

3) In which scheme are you holding your shares in ICICI [Link].?

o [Link]
o Settlement

o Transmission of Securities
o Sell 'N' Cash

o Mutual funds

4) Do you aware the services offered by. ICICI [Link]?

o [Link]
o Settlement

o Transmission of Securities o Sell 'N' Cash

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KOSHYS INSTITUTE OF MANAGEMENT
 o Mutual Fund o Loans Against de-mat shares

5) If you are aware of the new services offered by ICICI [Link] then how did they come to know
about it?

o Through ICICI [Link] o News Paper/ Magazines

o Broker o Agents

o Others

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

o Through ICICI [Link] o News Paper/ Magazines

o Broker o Agents

o Others

7) Are you satisfied with the services of ICICI [Link]?

o Satisfied o Mostly Satisfied

o Neither Satisfied / Unsatisfied o Mostly Unsatisfied

o Unsatisfied

8) Are you satisfied with the De-mate services of ICICI [Link]?

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KOSHYS INSTITUTE OF MANAGEMENT
 o Satisfied o Mostly Satisfied

o Neither Satisfied / Unsatisfied o Mostly Unsatisfied

o Unsatisfied

9) Are you satisfied with the purchase and sales of ICICI [Link]?

o Satisfied o Mostly Satisfied

o Neither Satisfied / Unsatisfied o Mostly Unsatisfied

o Unsatisfied

10) Are you satisfied with the transmission of securities of ICICI [Link]?

o Satisfied o Mostly Satisfied

o Neither Satisfied / Unsatisfied o Mostly Unsatisfied

o Unsatisfied

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KOSHYS INSTITUTE OF MANAGEMENT
 11) Are the customers satisfied with the sell their securities in cash?

o Satisfied o Mostly Satisfied

o Neither Satisfied / Unsatisfied o Mostly Unsatisfied

o Unsatisfied

12) Are you satisfied with the trading demos provided by ICICI [Link].?

o Satisfied o Mostly Satisfied

o Neither Satisfied / Unsatisfied o Mostly Unsatisfied
o Unsatisfied

13) Are you satisfied with the periodic receipts and holding statements of ICICI [Link]?

o Satisfied o Mostly Satisfied

o Neither Satisfied / Unsatisfied o Mostly Unsatisfied

o Unsatisfied

14) Are the customers satisfied with the telephonic enquiries of ICICI [Link]?

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KOSHYS INSTITUTE OF MANAGEMENT
 o Satisfied o Mostly Satisfied

o Neither Satisfied / Unsatisfied o Mostly Unsatisfied

o Unsatisfied

15) Are the customers satisfied with the co-operation by the staff of ICICI [Link].?

o Satisfied o Mostly Satisfied

o Neither Satisfied / Unsatisfied o Mostly Unsatisfied

o Unsatisfied

16) Are the customers are satisfied with the tariff structure of ICICI [Link]?

o Very High o High

o Reasonable o Low

o Very Low

17) Overall how the customers rate the services of ICICI [Link]?

o 0% o 20 %

o 40 % o 60 %

o 80 % o 100 %

18) Are the customers aware of the following products of ICICI [Link].?

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KOSHYS INSTITUTE OF MANAGEMENT
 o ICICI Bonds o [Link]

o Mutual Fund o Equity IPO

o Fixed Deposit o RBI Bonds

19) Have the customers faced any problem while dealing through ICICI [Link] or customers are
unsatisfied with the below mentioned schemes / services?
o Frequent reminders are given to ICICI [Link] for update the information

o Irregular receipt of Holding / Transaction statements

o Improper format of Holding / Transaction statements

o Improper attention given to the enquiries

o Billing problem

o Inadequate information

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KOSHYS INSTITUTE OF MANAGEMENT
 ANNEXTURE The following scheme will be offered for opening De-matee account
Scheme code Scheme name Act Types of Best 2 year Notes
opening acts scheme AMC free
charge
S-1 Any kinds of 975 3 in 1 Yes No -
general customer
S-13 Existing act 975 3 in 1 Yes No -
holders in ICICI
bank
S-16 ICICI group 250 3 in 1 Yes No -
employee
S-17 ICICI has tie up 1 3 in 1 Yes No -
with some A+
companies
S-17A ICICI has tie up 1 or 125 3 in 1 Yes No -
with A and A+
companies
S-17B ICICI has tie up 250 3 in 1 Yes No -
with some A, A+
companies
S-18 Offline De-matee 1-750 3 in 1 Yes No -
act with ICICI
bank
S-22 The client have a 1 3 in 1 YES NO PRODUCT
products of ICICI S- life
GROUP insurance,
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KOSHYS INSTITUTE OF MANAGEMENT
 mutual
funds,
home
loan,genral
insurance,
credit
card,gold
coin of 5
gm

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KOSHYS INSTITUTE OF MANAGEMENT