A REPORT ON “CUSTOMER SATISFACTION”

OF SBICAP SECURITIES, BHUBANESWAR, ODISHA

A report Submitted in partial fulfillment of the requirement For the Award of the degree of Master of Business Administration

Submitted by

SUVRAJEET MOHANTYMBA (BA), TRI- VI

ROLL NO- 30

UNDER THE GUIDANCE OF

PROF.M D KAKADE

INSTITUTE OF MANAGEMENT AND ENTREPRENEURSHIP DEVELOPMENT

BHARATI VIDYAPEETH UNIVERSITYPUNE

*2008-2010*

1

A

REPORT ON

“CUSTOMER SATISFACTION” OF

SBICAP SECURITIES, BHUBANESWAR, ODISHA

A report Submitted in partial fulfillment of the requirement For the Award of the degree of

Master of Business Administration

Submitted by

SUVRAJEET MOHANTYMBA (BA), TRI- VI

ROLL NO- 30

UNDER THE GUIDANCE OF

PROF.M D KAKADE

INSTITUTE OF MANAGEMENT AND ENTREPRENEURSHIP DEVELOPMENT

BHARATI VIDYAPEETH UNIVERSITYPUNE

*2008-2010* 2

BHARTI VIDYAPEETH UNIVERSITY, PUNE

INSTITUTE OF MANAGEMENT AND ENTREPRENUERSHIP DEVELOPMENT, PAUD ROAD, ERANDWANE

PUNE-38

CERTIFICATE OF COMPLETION

This is to certify that Mr. Suvrajeet Mohanty is a bonafide student of MBA program of the

university in this institute for the year 2008-10. As a part of the University curriculum, the

student has completed the project report titled “CUSTOMER SATISFACTION” of “SBICAP

SECURITIES LTD”.

The project report is prepared by the student under the guidance of Prof. M.D Kakade.

(Teacher Guide) Program Co-ordinator DirectorDate:Place:

3

ACKNOWLEDGEMENT

Before I get into the depth of the thing, I would like to add a few heartfelt words for the people who at various stages of the project development helped me by their valuable guidance. First and foremost I would like to pay my sincere gratitude which I owe to Prof. Hema Mirji , and Prof. M.D Kakade project guide, for their valued help and guidance which they gave me when I needed it the most. It was only due to their sincere help and efforts that I was able to end up with this project.

I owe special thanks to Dr.Nitin Naik, Director of “INSTITUTE OF MANAGEMENT & ENTREPRENEURSHIP DEVLOPMENT,” Pune for his valuable co-operation and guidance in completing the project work.

Last but not the least; I would like to pay our gratitude to my parents, without their help and blessing I can’t take a single step in right direction.

(Suvrajeet Mohanty) Seat No.10440013, MBA (BA)

4

DECLARATION

I Suvrajeet Mohanty, a student of INSTITUTE OF MANAGEMENT & ENTREPRENEURSHIP DEVLOPMENT, Pune, session (2008-10) bearing Seat No. 10440013 and University PRN no.:- 800001278, hereby declare that the project report entitled “Customer Satisfaction of SBICAP Securities Ltd”. Is the outcome of my own work and the same has not been submitted to any college for the award.

Date:Place: (Suvrajeet Mohanty) Seat No.10440011, MBA (BA)

5

EXECUTIVE SUMMARY

Name : Suvrajeet Mohanty

Organization Name : SBICAP SECURITIES LTD.

Project Title : Customer Satisfaction

Project Guide : Prof. M. D. Kakade

TEAM LEADER,

BHUBANESWAR REGION SBI CAP SECURITIES LTD.

Project Objective : To understand and solve the queries of clients.

6

INDEX

CHAPTER NO.

CONTENT PAGE NO.

1. INTRODUCTION TO THE SUBJECT 08

2. COMPANY PROFILE 13

3. RESEARCH METHODOLOGY 39

4. DATA ANALYSIS AND INTERPRITATION 43

5. COMPITITORS 54

6. FINDINGS & ANALYSIS 57

7. BIBLIOGRAPHY 62

8. QUESTIONNAIRE 64

7

CHAPTER: - 1

INTRODUCTION TO THE SUBJECT

8

DEMAT ACCOUNTDemat account allows you to buy, sell and transact shares without the endless

paperwork and delays. It is also safe, secure and convenient.

What is Demat account?

Demat refers to a dematerialized account.

Just as you have to open an account with a bank if you want to save your money, make

cheque payments etc, you need to open a demat account if you want to buy or sell

stocks. So it is just like a bank account where actual money is replaced by shares. You

have to approach the DPs (remember, they are like bank branches), to open your demat

account.

In India, a demat account, the abbreviation for dematerialised account, is a type of

banking account which dematerializes paper-based physical stock shares. The

dematerialised account is used to avoid holding physical shares: the shares are bought

and sold through a stock broker.

This account is popular in India. The Securities and Exchange Board of India (SEBI)

mandates a demat account for share trading above 500 shares. As of April 2006, it

became mandatory that any person holding a demat account should possess a

Permanent Account Number (PAN), experience in managing a vast array of

transactions has enabled us to develop and accumulate expertise in this field. New

product development is essentially based on assimilation of such expertise and helps us

provide holistic solutions specific to our client’s needs across various financing options.

We dip into our multiple business and product groups to deliver the most optimal and

innovative financial solution.

Demat account allows you to buy, sell and transact shares without the endless

paperwork and delays. It is also safe, secure and convenient.

9

SCOPE OF DEMAT ACCOUNTThe demat account reduces brokerage charges, makes pledging/hypothecation of shares

easier, enables quick ownership of securities on settlement resulting in increased

liquidity, avoids confusion in the ownership title of securities, and provides easy receipt

of public issue allotments.

It also helps you avoid bad deliveries caused by signature mismatch, postal delays and

loss of certificates in transit. Further, it eliminates risks associated with forgery,

counterfeiting and loss due to fire, theft or mutilation. Demat account holders can also

avoid stamp duty (as against 0.5 per cent payable on physical shares), avoid filling up

of transfer deeds, and obtain quick receipt of such benefits as stock splits and bonuses.

STEPS INVOLVED IN OPENING DEMAT ACCOUNT

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

rationalized the cost structure for dematerialization 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

10

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.

Rights

You can open more than one depository account in the same name with single

DP/ multiple DPs.

No minimum balance is required to be maintained in a depository account.

You can give a one time standing instruction to your DP to receive all the

credits coming to your depository account automatically.

Procedure

Fill account opening form (available with your DP).

Give your DP the duly filled account opening form with introduction documents

as may be required.

Sign agreement with DP (agreement will state rights & obligations of both

parties). The agreement will contain the fee structure of your DP. Your DP

would give you a copy of this signed agreement for your record.

DP would give you Client Id no. (account no.) once your depository account is

opened. This Client Id no. along with your DP Id no. forms a unique

combination. Both these nos. should be quoted in all your future correspondence

with DP/NSDL/ Issuing company/their registrar & transfer (R&T) agent .

11

Your DP would give you pre-printed instruction slips for depository services

viz., dematerialization, delivery instruction for trades, etc..Preserve these

carefully.

Your DP would give you a list of deadlines for giving instructions for various

depository activities viz., transfer for effecting sale, purchase, etc. If not, check

with the DP.

Required Documents:

The extent of documentation required to open a demat Account may vary according to

your relationship with the institution. If you plan to open a demat account with a bank,

a savings account holder has an edge over the non-account holder. In fact, banks

usually offer additional incentives to customers who open a demat account with them.

Along with the application form, your photographs (with co-applicants) and proof of

identity/residence/date of birth have to be submitted. The DPs also ask for a DPclient

agreement to be executed on non-judicial stamp paper. Here is a broad list (you won’t

need all of them though):-

PAN card

A canceled check,

Voter’s ID

Passport

Ration card

Driver’s license

Photo credit card

Employee ID card

Bank attestation

IT returns

Electricity/ Landline phone bill

12

CHAPTER:- 2

COMPANY PROFILE

13

INTRODUCTION OF STATE BANK OF INDIA

The bank traces its ancestry back through the Imperial Bank of India to the founding in

1806 of the Bank of Calcutta, making it the oldest commercial bank in the Indian

Subcontinent. The Government of India nationalised the Imperial Bank of India in

1955, with the Reserve Bank of India taking a 60% stake, and renamed it the State

Bank of India. In 2008, the Government took over the stake held by the Reserve Bank

of India.

State Bank of India (SBI) is the largest bank in India. SBI provides a range of banking

products through its vast network in India and overseas, including products aimed at

NRIs. The State Bank Group, with over 16000 branches, has the largest branch network

in India. With an asset base of $250 billion and $195 billion in deposits, it is a regional

banking behemoth. It has a market share among Indian commercial banks of about 20%

in deposits and advances, and SBI accounts for almost one-fifth of the nation’s loans.

The State bank of India is 29th most reputable company in the world according to

Forbes

Type Public (BSE, NSE:SBI) & (LSE: SBID)

Founded Calcutta, 1806 (as Bank of Calcutta)

Headquarters Corporate Centre, Madam Cama Road, Mumbai 400 021 India

Key people Om Prakash Bhatt, Chairman

Industry Insurance, Banking, Capital Markets and allied industries

Products Loans, Credit Cards, Savings, Investment vehicles, SBI Life

(Insurance) etc

.

Revenue ▲ US$ 12 billion (2009)

Total assets US$ 250 billion (as of 31st March 2008)] net income = ▲ US$ 2.25

Billion (2009)[

14

SBI & ITS GROUP COMPANIES

COMPANIES LOGO

SBI Capital Markets Ltd

SBI Mutual Fund (A Trust)

SBI Factors and Commercial Services Ltd

SBI DFHI Ltd

SBI Cards and Payment Services Pvt Ltd

SBI Life Insurance Co. Ltd – Banc assurance (Life Insurance)

SBI Canada

15

SBI CAP SECURTIES

SBICAP undertakes merchant banking activities, advisory services, project appraisal,

credit syndication and securities broking.

SBICAP’s current focus is on infrastructure project advisory and syndication mandates,

particularly in sectors, such as, urban infrastructure and power, which are reckoned as

the growth drivers. The other focus areas are public issues of equity, book-building

issues, debt placements, broking, and sales and distribution. 

During the year, SBICAPs forged ahead in issue management, project advisory and

structured finance, sales & distribution. It focused on infrastructure project advisory

and syndication mandates, particularly in the energy sector, which is reckoned as the

critical growth driver in the growth of the economy.

On the international front SBICAPs bagged an infrastructure (water) advisory

assignment from the Ministry of National Economy, Oman and was an integral part of

the team effort for SBI’s first acquisition of a bank overseas. It was also associated with

SBI for providing advisory in respect of participation of Societe Generale Asset

Management, France in SBI Mutual Funds.

It handled seven public issues out of the thirty four issues, which hit the primary market

during the period. The Company recorded an improved financial performance during

the year with gross income amounting to Rs.175.06 crore as against Rs.142.75 crore in

the previous year, a y-o-y growth of approx. 23%. PAT of Rs.88.12 crore as against Rs.

63.23 crore in the last year shows a y-o-y growth of approx.40%..

16

MANAGEMENT:

Mr. S. Vishvanathan - Chairman

Mrs. Swati Desai - Managing Director

Shri S H Visweswariah - Whole time Director

Dr Manoj Vaish - Independent Director

Shri R. Sridharan - non-Executive Director

CONCEPT OF SHARE TRADING IN INDIA:-

Trading in shares is old phenomena its regulation had been started when securities

contract act had been formed in 1956. Transfer of resources from those with idle

resources to others who have a productive need for them is most efficiently achieved

through the securities market. It provides a channel for reallocation of savings to

investments.

SEBI

The Securities and Exchange Board of India (SEBI) is the regulatory authority in India

established under Section 3 of SEBI Act, 1992. SEBI Act, 1992 provides for

establishment of Securities and Exchange Board of India (SEBI) with statutory powers

for (a) protecting the interests of investors in securities (b) promoting the development

of the securities market and (c) regulating the securities market. Its regulatory

jurisdiction extends over corporates in the issuance of capital and transfer of securities,

in addition to all intermedia ries and persons associated with securities market. SEBI

has been obligated to perform the aforesaid functions by such measures as it thinks fit.

In particular, it has powers for:

Regulating the business in stock exchanges and any other securities markets

17

Registering and regulating the working of stock brokers, sub–broker etc.

Promoting and regulating self-regulatory organizations

Prohibiting fraudulent and unfair trade practices

Calling for information from, undertaking inspection, conducting

inquiries and audits of the stock exchanges, intermediaries, self –

regulatory organizations, mutual funds and other persons associated

with the securities market.

NSE

The National Stock Exchange of India Limited has genesis in the report of the High

Powered Study Group on Establishment of New Stock Exchanges. It recommended

promotion of a National Stock Exchange by financial institutions (FIs) to provide

access to investors from all across the country on an equal footing. Based on the

recommendations, NSE was promoted by leading Financial Institutions at the behest of

the Government of India and was incorporated in November 1992 as a tax-paying

company unlike other stock exchanges in the country. On its recognition as a stock

exchange under the Securities Contracts (Regulation) Act, 1956 in April 1993, NSE

commenced operations in the Wholesale Debt Market (WDM) segment in June 1994.

The Capital Market (Equities) segment commenced operations in November 1994 and

operations in Derivatives segment commenced in June 2000.

BSE

Bombay Stock Exchange is the oldest stock exchange in Asia with a rich heritage, now

spanning three centuries in its 133 years of existence. What is now popularly known as

BSE was established as "The Native Share & Stock Brokers' Association" in 1875.

BSE is the first stock exchange in the country which obtained permanent recognition

(in 1956) from the Government of India under the Securities Contracts (Regulation)

Act 1956. BSE continues to innovate. In recent times, it has become the first national

level stock exchange to launch its website in Gujarati and Hindi.

18

CORPORATE PROFILE SBICAP Securities Limited (SSL)

MISSION OF SBI CAPITAL SECURETIES :

Their mission is to be a leading, preferred service provider to our customer, and they

aim to achieve this leadership position by building an innovative, enterprising, and

technology driven organization which will set the highest standards of service and

business ethics.

OVERVIEW:

SBICAP Securities Ltd (SSL) is a 100% subsidiary of SBI Capital Markets Ltd which

is one of the oldest players in the Indian Capital Market and has a dominant position in

the Indian primary capital markets. SBI Capital Markets Ltd. commenced broking

activities in March 2001 to fulfill the secondary market needs of Financial Institutions,

FIIs, Mutual Funds, Banks, Corporate, High Net worth Individual, Non-residential

Investors and Retail domestic investors. SBICAP Securities Ltd. (SSL) is a company,

which has been formed to take over the broking operations of SBI Capital Markets Ltd.

SSL commenced operations in the first quarter of financial year of 2006-2007

Services currently offered include Institution Equity, Retail Equity, Derivatives,

Broking, Depository Participant services, E-Broking.

SSL is registered with the Securities Exchange Board of India for its

various services, a summary of which is as under:

Registered with/as Registration no.

SEBI -Stock Broker-NSE INB231052938

SEBI- Stock Broker –BSE INB011053031

SEBI- Stock Broker-NSE-

F&OINF231052938

19

SEBI- Depository Participant IN-DP-CDSL-370-2006

State Bank of India (SBI) has formed a new company called SBI Cap Securities to

carry out exclusive stock broking activities in the country, according to agency reports.

The new company will be a hundred per cent subsidiary of SBI Capital Markets, a

merchant banking unit of SBI.

SBI Cap Securities will provide facilities such as equities and debt securities. It also

undertakes distribution of mutual fund units and insurance products.

The new company aims to provide three major services to their clients that include

broking service, savings account for transfer of funds and depository services for

transfer of shares

SSL, which commenced its operations in June 2006, is a broking company offering

equity broking services to retail and institutional clients both in the Cash as well as in

the Futures and Options segments. It is also engaged in sales & distribution of other

financial products like Mutual Funds, etc. The Company has launched e-broking

services to the clients of SBI and Associate Banks. SSL has 48 branches and 18

franchisees and offers Demat, e-broking, e-IPO and e-MF services to both retail and

institutional clients.

SBICAPSEC is the 100 per cent subsidiary of SBI Capital Markets Limited, which has

a share holding of 86.16 per cent by State Bank of India and Asian Development Bank,

which owns 13.84 per cent

20

SBI CAPITAL MARKETS LIMITED (SBICAPS) is India's

leading investment bank and project advisor, assisting domestic companies fund-

mobilization efforts for last many years.

Foreseeing the changing needs of clients in a rapidly opening economy, over the years,

we have evolved an array of advisory services in almost all sectors of the economy. We

are known for professionalism and business ethics and provide a full range of

Investment, Advisory and Financial Services under one umbrella. A pioneer in

privatization in India, we have established ourselves as a leader in providing financial

and advisory services in the core sector and infrastructure industries

Our Mission - To provide Credible, Professional and Customer Focused world-class

investment banking services.

Our Vision - To be the best India based Investment Bank.

21

MILESTONES

SBICAPS Ventures Limited (SVL)

SBICAPS Ventures Limited (SVL), a USD 100 million Venture Capital Fund, jointly

with SBI Holdings Inc. (Softbank), Japan has invested USD 8 million in two companies

and a number of investment proposals are being

examined. The scope of the fund covers all sectors except real estate

and financial services.

SBICAP (UK) Ltd.

SBICAP (UK) Ltd., which is only in its second full year’s operation,

has booked revenue of Rs. 2.14 crores up to March 2009 as against Rs.

1.51 crores as on March 2008. The company has posted a net profit of

Rs.0.44 crores in March 2009, as against a loss of Rs.0.36 crores last

year due to diversification of income streams.

SBICAP TRUSTEE Co Ltd. (STCL)

SBICAP TRUSTEE Co Ltd. (STCL) has commenced security trustee business with

effect from1st August 2008. The company’s gross income upto31.03.2009 is Rs. 0.44

crores and net profit is Rs.0.14 crores.

22

PRODUCT & SERVICES OF SBICAP SECURITIES Equity

Derivatives

Mutual Fund

IPO

Depositories

(DEMAT ACCOUNT)

In India, a demat account, the abbreviation for dematerialised account, is a type of

banking account which dematerializes paper-based physical stock shares. The

dematerialised account is used to avoid holding physical shares: the shares are bought

and sold through a stock broker.

This account is popular in India. The Securities and Exchange Board of India (SEBI)

mandates a demat account for share trading above 500 shares. As of April 2006, it

became mandatory that any person holding a demat account should possess a

Permanent Account Number (PAN),experience in managing a vast array of transactions

has enabled us to develop and accumulate expertise in this field. New product

development is essentially based on assimilation of such expertise and helps us provide

holistic solutions specific to our client’s needs across various financing options. We dip

into our multiple business and product groups to deliver the most optimal and

innovative financial solution.

Demat account allows you to buy, sell and transact shares without the endless

paperwork and delays. It is also safe, secure and convenient.

23

Our product and solutions bouquet includes:

Managing Initial Public Offerings and Follow-on Public offerings and Offers-

for-Sale

Managing Rights Offering, be it the traditional or the structured formats

Qualified Institutional Placements Open offers, Buyback and Delisting of

securities

Bulk and Block trades on Exchanges, and off-market transactions (Auction

based transactions for GoI divestments)

Offerings of convertible securities

Public offering of Corporate structured bonds

Arranging Private Equity to include growth capital, pre-IPO convertibles,

private investments in public equity (PIPES), mezzanine debt and equity, and

equity offerings completed as a private placement.

Private placement of bonds

Capital restructuring advisory services

Advisory and arrangement services for products such as AIM Listing, Indian

Depository Receipts, ADR/GDR and other off-shore equity or bond listing

options

24

DEMAT ACCOUNTS MEANING

Demat account allows you to buy, sell and transact shares without the endless

paperwork and delays. It is also safe, secure and convenient.

What is Demat account?

Demat refers to a dematerialized account.

Just as you have to open an account with a bank if you want to save your money, make

cheque payments etc, you need to open a demat account if you want to buy or sell

stocks. So it is just like a bank account where actual money is replaced by shares. You

have to approach the DPs (remember, they are like bank branches), to open your demat

account.

Let’s say your portfolio has 100 of Satyam, 200 of IBM and 120 of TCS shares. All

these will show in your demat account. So you don’t have to possess any physical

certificates showing that you own these shares. They are all held electronically in your

account. As you buy and sell the shares, they are adjusted in your account. Just like a

bank passbook or statement, the DP will provide you with periodic statements of

holdings and transactions.

Why demat?

The demat account reduces brokerage charges, makes pledging/hypothecation of shares

easier, enables quick ownership of securities on settlement resulting in increased

liquidity, avoids confusion in the ownership title of securities, and provides easy receipt

of public issue allotments.

It also helps you avoid bad deliveries caused by signature mismatch, postal delays and

loss of certificates in transit. Further, it eliminates risks associated with forgery,

counterfeiting and loss due to fire, theft or mutilation. Demat account holders can also

avoid stamp duty (as against 0.5 per cent payable on physical shares), avoid filling up

of transfer deeds, and obtain quick receipt of such benefits as stock splits and bonuses.

25

DEMAT SERVICES

Our services for a transaction typically entail

Evaluation and understanding of the business to identify critical positioning

levers and value drivers

Due diligence and translation of the business understanding into an Offering

Document (Prospectus/ Information Memorandum /Offer Document) - the

company's primary marketing tool in the financial marketplace, within the

purview of the various domestic and international regulatory and statutory

frameworks

Preparing the client organization to meet the rigorous demands of public

markets

Obtaining regulatory approvals for the transaction, wherever necessary

Advice on documentation and agreements for the process

Liaison with various intermediaries for carrying out the transaction process

Completion of post-issue formalities including listing and trading, wherever applicable

26

DEMAT SERVICES SNAPSHOT

27

SBICAP SECURITIES LOGIN SNAPSHOT

28

TRADING WINDOW SNAPSHOT

29

TRADING WINDOW SNAPSHOT

30

DEMAT BENEFITS

SBI offers Demat services that would ensure free transferability of securities with

speed, accuracy and security.

SBI is Depository Participant both with - National Securities Depositories Limited

(NSDL) and Central Depository Services Limited (CDSL) through more than 1000

branches -

Features & Benefits As opposed to the earlier form of dealing in physical certificates with delays in

transaction, holding and trading in Demat form has the following benefits:

Account Maintenance & Safe custody : Facilitates Maintaining

Security Balance in electronic form.

Dematerialization : Facilitates converting physical share certificate into

electronic balances.

Rematerialization : Facilitates converting the electronic balances to physical

(share certificate) form.

Account Transfers : Facilitates delivery/receipt of electronic balances

consequent to market / off-market trades.

Pledge/Hypothecation : Facilitates blocking securities balance of borrowers

in favour of lenders for obtaining Loans / advances against shares.

Initial Public offer : Facilitates faster and direct credit of security balances

into DP account on allotment through public issue of companies.

Disbursement of corporate benefits : Facilitates faster and direct credit

of security balance into DP account on account of non-monetary corporate

benefits as bonus and rights issues.

Security Lending : Facilitates earning extra income on your dematerialized

holdings by the way of securities lending.

31

SBI DEMAT

EXPERIENCE THE POWER OF DEMAT

SBI POLICYAs a customer of ours, you deserve nothing but the very best, which is why we are

proud to present to you the all new Power Demat Account that offers you the following

features: 

Customer Care : You can now call our Dedicated Demat Customer Care

24x7 at 1800 22 04 88 (MTNL and BSNL Toll Free) or (022)26592123 and rest

assured that all your queries are taken care of.

Transact Anywhere : Now operate your Demat Account from any of the

500 plus Demat enabled branches of SBI.

Statements By E-Mail : Receive your account statement and bill by e-mail.

‘Demat Services’ Online: This convenient and paper free facility lets you

operate from the comfort of your home or office through SBI’s Internet Banking

Facility – www.onlinesbi.com

1.  Online Demat Statements: You can now view your Demat Account

details, statement of holdings, statement of transactions and statement of

billing online.

2.  O rder Delivery Instructions Booklet Online : No queues at

branches anymore as you can now order your Delivery Instructions

Booklet online and the same would be delivered at your doorstep.

3. Check ISINs, Settlement Calendar And Status of Requests Online

4.  eZ -instructions *: You can transfer or pledge/ unpledge securities

online anyplace, anytime.

32

Mobile Alerts*: Receive SMS alerts for all debits/ credits as well as for any

request which cannot be processed.

eZ-Trade@Sbi: Online Trading Facility in alliance with SBICap Securities

Limited and Motilal Oswal Securities Limited. This service provides you with a

3-in-1 account which is an integrated platform of Savings Bank A/c, Demat A/c

and Online Trading A/c to give you a convenient and paper free trading

experience.

Once you open your account, you can easily convert your physical holdings to

paperless form by surrendering your share certificate together with a Demat request

form. Thereafter, on selling / purchasing securities, you only need to give an

appropriate instruction to effect settlement

Experience eZ-trade@sbi

Powered by SBICap Securities Limited

Powered by Motilal Oswal Securities Limited

Steps involved in opening a demat account

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.

33

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

rationalized the cost structure for dematerialization 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.

Rights

You can open more than one depository account in the same name with single

DP/ multiple DPs.

No minimum balance is required to be maintained in a depository account.

You can give a one time standing instruction to your DP to receive all the

credits coming to your depository account automatically.

Procedure

Fill account opening form (available with your DP).

Give your DP the duly filled account opening form with introduction documents

as may be required.

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Sign agreement with DP (agreement will state rights & obligations of both

parties). The agreement will contain the fee structure of your DP. Your DP

would give you a copy of this signed agreement for your record.

DP would give you Client Id no. (account no.) once your depository account is

opened. This Client Id no. along with your DP Id no. forms a unique

combination. Both these nos. should be quoted in all your future correspondence

with DP/NSDL/ Issuing company/their registrar & transfer (R&T) agent .

Your DP would give you pre-printed instruction slips for depository services

viz., dematerialization, delivery instruction for trades, etc..Preserve these

carefully.

Your DP would give you a list of deadlines for giving instructions for various

depository activities viz., transfer for effecting sale, purchase, etc. If not, check

with the DP.

Required Documents:

The extent of documentation required to open a demat Account may vary according to

your relationship with the institution. If you plan to open a demat account with a bank,

a savings account holder has an edge over the non-account holder. In fact, banks

usually offer additional incentives to customers who open a demat account with them.

Along with the application form, your photographs (with co-applicants) and proof of

identity/residence/date of birth have to be submitted. The DPs also ask for a DPclient

agreement to be executed on non-judicial stamp paper. Here is a broad list (you won’t

need all of them though):-

PAN card

A canceled check,

Voter’s ID

Passport

Ration card

Driver’s license

Photo credit card

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Employee ID card

Bank attestation

IT returns

Electricity/ Landline phone bill

Statement of the problem:-

The following survey was mainly done with an objective to know the state of mind of

the investors who wanted to invest in the stock market & also to know the attitude and

preference of the prospective investors regarding capital market.

To know which all other brokerage houses are the key player.

What are the features and services that influence the investor to invest their

money?

To know what are the expected charges of the investors to invest their money in

capital market.

Account Opening Intimation

After the Demat account form is duly filled and submitted, you will receive a welcome

kit containing within 10 working days.

The welcome kit will contain the following:

A welcome letter containing details pertaining to your account.

A product manual on “Demat Services”, to help you gets started.

Delivery Instruction Slips and Client master listA leaflet on product features

detailing the advantages of the online trading platform.

Your Demat Account number will be intimated to you by e-mail/ SMS if the mail-id/

mobile phone no. is written on the application form and also by courier or by post.

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Need of the study:-

The need of the study arises because of the reason that a trainee must understand the

company, its achievements and tasks, products and services and also to collect

information about its competitors, its products and services offered. So that, after

understanding and collecting information about the organization and its competitors, a

trainee will be able to work well for the organization.

From the study I have learned very much, about the company as well as the strategy of

the customers, which helps me a lot at my working days.

Scope of study:

The following survey was done parallel when an investors is going to invest in the

stock market. The study helps us to know the state of mind of the investors & their

expected charges regarding Brokerage, Return, Annual maintenance charges, and so on.

The Brokerage house is also benefited as it came to know what an individual investor

expects when he or she is going to invest in capital market. Also if the Brokerage house

is lacking in some areas, what is that and how to overcome that. My area of project was

in branch of DECCAN GYMKHANA & MARKET YARD.

Objectives of the study:-

The objective of my project is to bring awareness among the investors who are

interested for share market but don’t know the procedure to invest in share market.

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CHAPTER 3

RESEARCH

METHODOLOGY

38

INTRODUCTION:-

Research Methodology refers to search of knowledge .one can also define research

methodology as a scientific and systematic search for required information on a specific

topic.

The word research methodology comes from the word “advance learner ‘s dictionary

meaning of research as a careful investigation or inquiry especially through research for

new facts in my branch of knowledge for example some author have define research

methodology as systematized effort to gain new knowledge.

RESEARCH DESIGN

For the proper analysis of data simple quantitative technique such as percentage were

used. It help in marketing more accurate generalization From the data available .The

data which was collected from a sample of population was assumed to be representing

entire population was interested .Demographic factor like age, income and educational

background was used for the classification purpose.

METHODS OF DATA COLLECTION:-

In the project work Primary data secondary data (both) sources of data has been used .

Primary data collection:

In dealing with real life problem it is often found that data at hand are inadequate, and

hence, it becomes necessary to collect data that is appropriate. There are several ways

of collecting the appropriate data which differ considerably in context of money costs,

time and other resources at the disposal of the researcher.

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Primary data can be collected either through experiment or through survey.

The data collection for this study was done in the following manner:

Through personal interviews:-

A rigid procedure was followed and we were seeking answers to many preconceived

questions through personal interviews.

Through questionnaire:-

Information to find out the investment potential and goal was found out through

questionnaires.

Through Tele-Calling:-

Information was also taken through telephone calls.

Secondary data:

For the secondary sources of data Internet is used. Basically secondary data Available

on company website.

SAMPLE UNIT:

Population is basically investor who comes in the bank.

SAMPLE SIZE:

Considering the constraints it was decided to conduct the study

Based on sample size of 150 peoples.

AREA OF STUDY:My field work is PUNE city with some specific areas like Kothrud, S.B. road, Karve

Nagar, Kalyani Nagar, Market yard, etc. LIMITATIONS

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The time constraint was one of the major problems.

The study is limited to the different schemes available

under the Demat account selected.

The lack of information sources for the analysis part.

Geographical locations.

Extreme variability in MARKET.

41

CHAPTER:- 4

DATA ANALYSIS

AND

INETRPRITATION

42

DATA ANALYSIS AND INTERPRETATION

Table no.1 Preference for Investment

Financial Instrument Percentage of respondent

Mutual Fund 75%

Bond 16%

Online trading 7%

Derivative 2%

Result of Preference of Investment

Interpretation:

This shows that although the mutual funds market is on the rise yet, the most favored

investment continues to be in the Share Market. So, with a more transparent system,

investment in the Stock Market can definitely be increased.

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Table no.2 Classification of investors on the basis of income:

Attributes Percentage

Rs 1 lakh to Rs 2.5 lakhs p.a 22

Rs 2.5 lakh to Rs 5 lakhs p.a 48

Rs 5 lakhs to Rs 8 lakhs p.a 20

Rs 8 lakhs and above 10

Result of Classification of investors on the basis of income

Interpretation:

Among the sample, 48% are earning between Rs 2.5 lakhs to 5 lakhs, 22% fall under

the slab of Rs 1 lakh to Rs 2.5 lakhs. The rest 30% fall under the slab of Rs 5 lakhs or

above. This shows that majority of the investors belong to the ―high middle class‖ income group with a considerable amount of savings set aside for investment purposes.

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Table no.3 Awareness of online share trading

Aware of online share

trading

Percentage of respondent

Yes 72%

No 28%

Result of awareness of online trading

Interpretation:

With the increase in cyber education, the awareness towards online share trading has

increased by leaps and bounds. This awareness is expected to increase further with the

increase in Internet education.

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Table no.4 Percentage of Awareness of SBI

Awareness of SBI CAPSEC Percentage of respondent

Yes 68%

No 32%

Interpretation:

This shows that SBI CAPITAL SECURITIES LTD has a reasonable amount of Brand

awareness in terms of a premier Retail stock broking company. This brand image

should be further leveraged by the company to increase its market share over its

competitors.

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Do you know about the facilities provided by SBI CAPITAL

SECURITIES LTD ?

Table no.5 Facilities Percentage of SBI

Awareness of SBI CAPSEC Percentage of respondent

Yes 36%

No 64%

Interpretation:

Although there is sufficiently high brand equity among the target audience

yet, it is to be noted that the customers are not aware of the facilities

provided by the company meaning thereby, that, the company should

concentrate more towards promotional tools and increase its focus on

product awareness rather than brand awareness.

Which bank is easily available everywhere?

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Table no.6 Availability of bank

Company Name Percentage of respondent

SBI 60%

ICICI 25%

HDFC 15%

Availability of bank

Interpretation:-

60% have respondent of SBI, 25% have respondent of ICICI, 15% have respondent of

HDFC. So we can say that SBI is easily available at anywhere, so this bank is the better

option for any purpose.

Which bank provide you a better email facility?

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Table no.7 Percentage of better email facility

Company Name Percentage of respondent

SBI CAPSEC 34%

HDFC 33%

ICICI 33%

INTERPRETATION:

This mean all 3 banks provide good email facilities.

Which company provides less brokerage rate?

Table No.8 Company is providing less BROKARAGE rate

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Company Name Percentage of respondent

SBI CAPSEC 30%

HDFC 15%

ICICI 15%

INDIAINFOLINE 40%

Graph no. 3.02

INTERPRTETATION:

This mean INDIAINFOLINE is the market leader in less brokerage

competition. SBI CAPSEC comes after INDIAINFOLINE and ICICI,

HDFC are much higher than other.

Table no.9 Most appealing feature of the DP of the investor.

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Attributes Percentage

Quality of service 82

Brokerage services 6

Demo‘s and other assistance 6

Periodic holding statements 6

Others 0

Interpretation:

According to the survey, the investors are mainly (82%) influenced by

quality of service provided by the bank / broking agency. Other factors

regarding online services do not seem to have much influence on investors.

This shows that only those financial institutions that can prove their better

quality of service can grab the market share.

Table no.10 How many investor is ready to pay a premium charge to

open a Demat account ?

51

Attributes Percentage

Yes 16

No 84

Interpretation:

The study reveals that 84% of the investors are not ready to pay a premium

charge to open a Demat account. Only 16% of the investors are willing to

pay a charge to open Demat account.

CHAPTER: - 552

COMPETITORS

53

COMPETITORS

HDFC BANK is one of the leading Depository Participant (DP) in the country with

over 8 Lac demat accounts.

HDFC Bank Demat services offer you a secure and convenient way to keep track of

your securities and investments, over a period of time, without the hassle of handling

physical documents that get mutilated or lost in transit.

HDFC BANK is Depository participant both with National

Securities Depositories Limited (NSDL) and Central Depository Services Limited

(CDSL).

ICICI Direct (or ICICIDirect.com) is stock trading company of ICICI Bank. Along with

stock trading and trading in derivatives in BSE and NSE, it also provides facility to

invest in IPOs, Mutual Funds and Bonds.

Trading is available in BSE and NSE

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Trading Charges under SBI DEMAT ACCOUNTBenefits of trading with SBI CAPSEC

Personal Relationship Manager

Most competitive brokerage & DP charges (Delivery-0.5% and

Intraday-.075%)

Very easy and safe online trading.

Trading via branch network, telephone and internet account I.e. both

Online & Offline.

Real time Online fund Transfer & Exposure updating facility with SBI

Bank.

Integrated Trading and Depository Account.

Margin trading of 4 times the cash deposited for delivery based trade.

Margin trading of 4 times the cash deposited for intraday based trade.

Margin Trading of 2 times the approved category A based shares.

Quality equity Research department, which studies the market and

provides personalized information.

Equity Analysis report to support your investment decisions.

Post Registration Services

Deliver and receive cheque & securities & place orders.

Obtain market information.

Get access to IPO via the book building route as well as to all the fixed

price issues.

Dematting and rematting of shares.

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CHAPTER: - 6

FINDING AND

ANALYSIS

56

Findings and Analysis:-

In our survey of prospective investor’s preferences and their attitude towards share

trading, we found that 40% does not want to invest in the capital market and 60% of the

sample is of indifferent attitude.

Out of this 40% people who don’t want to invest in stock market 22.5% people

says that they don’t have the proper knowledge about capital market & 30%

people feel that it is too risky to invest in the stock market & 16% people says that

they don’t have time to invest.

And out of 60% who are invested in stock market 20% of this 60% have their Demat

a/c in India bulls while 80% investors are with others.

Other Findings

Most of the investors want that the a/c opening charges should be

minimum and that to Rs. 500.

85% of the investor wants that the brokerage on delivery should be

0.2-0.5 and rest feet that it should be within .5-1.0

75% of the investor wants that the brokerage on Intraday should

be .02-.05 rest feet that it should be within .05-.01

70% of the investors feel that the broker should provide Exposure

on Cash

72% Most of the investors feel that the broker should provide

Exposure on Security

95% investors expect net banking facility.

80% of investor expect the facility to trade with other Demat A/C

65% of investor expects Off Line trading.

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Conclusions:

From the above survey, comparison charts & differential study: We can conclude that

the majority of prospective investors from the sample i.e.60% want to invest in the

capital market and rest does not want to invest in stock market because either they don’t

have sufficient knowledge about stock market or they don’t have time or they feel that

it is risky to invest in stock market.

SBI CAPSEC by its distinctive feature can efficiently provide 100%

satisfaction to be various categories of investors. SBI CAPSEC is the only Brokerage

house that provides various privileges over Indiabulls. It is the only one who provides a

satisfactory redeem to both category of investors by providing them –Low brokerage

charges, low a/c opening charges, provides cash exposure facility, in order to provide

financial assistance to those investors having lack o funds to invest in capital market.

On the other hand SBI CAPSEC provides 24*7 basis connectivity to its investors

through on line & off line facility. And the most prominent privilege i.e. Relationship

Manager; in order to develop confidence to those investors who are not aware to the

security trading.

Apart of that Indiabulls have a diversified business therefore their

concentration level is also spread over their multipurpose business. While SBI

CAPSEC have specialized one, so there concentration level is too high on the share

market only. So we can conclude that investors should rely on the services provided by

SBI CAPSEC in long run.

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Recommendations:

In our survey of prospective investor’s preferences and their attitude towards share

trading, we found that the majority of prospective investors from the sample i.e.60%

want to invest in the capital market and 40% of the samples are of indifferent attitude.

And out of 60% who are invested in stock market 20 % have their Demat a/c in SBI

CAPSEC while 80% investors are with others.

It is suggested to SBI CAPSEC that it should not only target

these 35% investors related to India bulls, rather SBI CAPSEC should target 60% of

the sample that indicates to those investors who are of indifferent attitude.

Also SBI CAPSEC should maintain the same efficient network availing the

competitiveness and widening the network in order to get the top most position.

Other Recommendations

1. Strong Need Of Brand Building

2. Promotional Strategies

3. Solid Network Required To Develop The Business Further

4. Make The Branch Self Informative

1) Promotional Strategies

Press publicity:

Outdoor publicity:

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Press publicity:

Paper inserts

Advertisements in newspaper (local and national).

Interest cards distribution

Mailers/personal invitations to selective section of the society

Outdoor publicity:

Banners in commercial areas and prime sites.

Air balloons at shopping complex.

Bus stands shelters.

Off site ATM for developing business

Advertisements on Dividers and Railings.

Media:

Local channel advertisement (cable TV scrolls)

Advertisements in news channels and business channels

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CHAPTER: - 7

BIBLIOGRAPHY

61

. Research Methodology- C. R Kothari

. Website- www.sbicaps.com - www.sbicapsecu.com - www. google.com - www.wikipedia.com - WWW.ICICI.COM - www.Sbi.com - www.sbicapsec.com - www.nseindia.com - www.sebi.gov.in - www.bseindia.com

62

CHAPTER: - 8

QUESTIONNAIRE

63

QUESTIONNAIRE

Name : ______________________________

Contact No: _____________________________________

1) Are you interested to invest in share market? Yes No Yes, but not know

2) Do you have knowledge about share market?

Yes No

3) Do you have a demat account?

Yes No

4) In which company do you have demat account?

ICICI HDFC IDBI Other

5) Are you satisfied with your current demat account service provider?

Yes No To some extent

6)Are you not continuing current demat account service due to?

High Brokerage Poor Service Hidden charge Any Other reason

7)How you come to know about this demat service at sbi cap ?

Magazine News paper Web site Word of mouth

8) How was your prior experience at SBI?

Very good Good Satisfactory Unsatisfactory

9)Are you satisfied with our response?

Yes No

10)Which thing do you like most in SBI capital ?

64

Less charges Facility Service Easy access

11) What is your qualification ?

SSC HSC Graduate Post graduate

12)What is your per annum income?

1 to 2 lakh

2 to 4 lakh

4 to 6 lakh

More than 6 lakh

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