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Project Report
On
at
India Infoline Securities Ltd.
Submitted By
Gajendra R. Hyderabadwale
Under guidline
Prof. Dr Vandana Gote
1
ACKNOWLEDGMENT
The success of any task lies in the effective input, but this cannot
be obtained without proper guidance of the concern authorities and
their co-operation. I would like to thank Prof. Dr. Vandana Gote
for guiding me throughout the project. I wish to acknowledge those
many people whose feedback has enable me to satisfactorily
complete my summer training.
2
INDEX:-
3
ABBREVIATIONS
I-banking-Internet banking.
A/c- account.
SB-saving.
4
PROJECT OBJECTIVE
SCOPE
1. The scope of the study is confined to India Infoline Securities Ltd only.
2. It is depended on the information collected from various sources like Annual
Reports, Maxzines and the company’s web page India Infoline.com. ,
Moneycontrol.com.
3. Primary & Secondary sources are used for the data collection.
LIMITATIONS
5
RESEARCH METHODOLOGY
The focus of this chapter is on the methodology used for the collection of data for
research. Data constitutes the subject matter of the analyst. The primary sources of
the collection of sources of the collection of data are observations, Interviews and the
questionnaire technique. The secondary sources are collections of data are from the
printed and annually published materials..
Primary Data:
Data that is collected for the specific purpose at hand is called as primary Data.
Following methods are used to do this project:
The history of the IndiaInfoline Securities Limited.
Numbers of staff working for the company.
Other company related information.
Areas of operations.
Secondary Data:
Secondary data highlights the contextual familiarities for primary data collection. It
provides rich insights into the research process.
Secondary data is collected through following sources:
Annual report of IndiaInfoline limited for the year from 2006 & 2007.
a. Customer Reports
b. Newletters & maxzines
6
EXECUTIVE SUMMARY
The objective of the study was to do the competitive analysis of DP service and
broking service provided by INDIA INFOLINE and its major competitors in Solapur
region on the basis of 7p s of service marketing.
The study was conducted to measure the customer satisfaction level of INDIA
INFOLINE. Study was focuses on clients within Solapur region. INDIA INFOLINE
provides many products and services but we focused our study on DP services and
Broking services only.
Outcome of the analysis shows that though INDIA INFOLINE is on the top position
as a market share in Solapur region, but INDIA INFOLINE is still behind in many
more factors and they need to improve those factors. Some recommendations are
given to improve. (Project study has been done with the help of primary and
secondary data.)
7
COMPANY PROFILE
About Company
We are a one-stop financial services shop, most respected for quality of its advice,
personalised service and cutting-edge technology.
Vision
Our vision is to be the most respected company in the financial services space.
India Infoline Ltd is listed on both the leading stock exchanges in India, viz. the Stock
Exchange, Mumbai (BSE) and the National Stock Exchange (NSE). The India
Infoline group, comprising the holding company, India Infoline Ltd and its
subsidiaries, straddles the entire financial services space with offerings ranging from
Equity research, Equities and derivatives trading, Commodities trading, Portfolio
Management Services, Mutual Funds, Life Insurance, Fixed deposits, GoI bonds and
other small savings instruments to loan products and Investment banking. India
Infoline also owns and manages the websites, www.India Infoline.com and
www.5paisa.com . India Infoline Ltd, being a listed entity, is regulated by SEBI
(Securities and Exchange Board of India). It undertakes equities research which is
acknowledged by none other than Forbes as 'Best of the Web' and '…a must read for
investors in Asia'. India Infoline's research is available not just over the internet but
also on international wire services like Bloomberg (Code: IILL), Thomson First Call
and Internet Securities where it is amongst the most read Indian brokers.
Its various subsidiaries are in different lines of business and hence are governed by
different regulators. The subsidiaries of India Infoline Ltd are:
8
India Infoline Distribution Co Ltd (IILD)
India Infoline.com Distribution Co Ltd is a 100% subsidiary of India Infoline Ltd and
is engaged in the business of distribution of Mutual Funds, IPOs, Fixed Deposits and
other small savings products. It is one of the largest 'vendor-independent' distribution
houses and has a wide pan-India footprint of over 232 branches coupled with a huge
number of 'feet-on-street', which help source and service customers across the length
and breadth of India. Its unique value proposition of free doorstep expert advice
coupled with free pick-up and delivery of cheques has been met with an enthusiastic
response from customers and fund houses alike. Our business has expanded to
include the online distribution of mutual funds, wherein users can view and compare
different product offerings and download application forms which they can later
submit to the product provider.
9
India Infoline Insurance Services Ltd
India Infoline Insurance Services Ltd is also a 100% subsidiary of India Infoline Ltd
and is a registered Corporate Agent with the Insurance Regulatory and Development
Authority (IRDA). It is the largest Corporate Agent for ICICI Prudential Life
Insurance Co Ltd, which is India's largest private Life Insurance Company.
India Infoline Investment Service Ltd is also a 100% subsidiary of India Infoline Ltd.
It has an NBFC licence from the Reserve Bank of India (RBI) and offers margin-
funding facility to the broking customers.
India Infoline Insurance Brokers Ltd is a 100% subsidiary of India Infoline Ltd and is
a newly formed subsidiary which will carry out the business of Insurance broking.
We have applied to IRDA for the insurance broking licence and the clearance for the
same is awaited.
Company Details
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Office Details
List of Directors
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Key Points
BSE Group B1
Promoters
Institutional Investors
12
Banks, Financial Institutions,
Insurance Companies 56000 0.12
Others
Any Other
13
2. In-house capability to address all IT needs in terms of software development,
maintenance, back office processing, database administration, network
maintenance, backups and disaster recovery
3. Multilevel security is maintained in software, applications and guards to
access to various data, client and internal reports
4. Expertise in running processes utilizing digital signatures.
5. Regular Audits internal and external, by SEBI, Depositories, Clients and
compliance to rules and regulations
6. Constant review and benchmarking of processes to ensure adherence to global
best practices
7. Insurance cover with international re-insurance
8. Full Confidentiality of business operations
Equities
India Infoline provided the prospect of researched investing to clients, which was
hitherto restricted only to the institutions Research for the retail investor did not exist
prior to India Infoline. India Infoline leveraged technology to bring the convenience
of trading to the investor’s location of preference(residence or office) through
computerised access. India Infoline made it possible for clients to view transaction
costs and ledger update in real time. Even after payments have been made, Company
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have to wait patiently to see those shares reflected in the Demat account. With the
odd surprise of not seeing them at all which you cannot discount! As customer s
depository participant, INDIA INFOLINE assures you of safe delivery of shares
every time you buy on the exchange. Company have lined up a panel of reputed
brokers who process customer s orders on priority. Their position as the clearing
corporations of leading stock exchanges ensures smooth and sure credits into
customer s account. An initial advance and timely replenishments into the Purchase
Advance account take care of the payment for customer s purchases. Go through the
detailed Equi buy procedure and you will see how Equi buy is a one stop shop for
customer s share purchases.
PMS
Research
Sound investment decisions depend upon reliable fundamental data and stock
selection techniques. India Infoline Equity Research is proud of its reputation for, and
we want you to find the facts that you need. Equity investment investment
professionals routinely use our research and models as integral tools in their work..
Commodities
India Infoline’s extension into commodities trading reconciles its strategic intent to
emerge as a one-stop solutions financial intermediary. Its experience in securities
broking has empowered it with requisite skills and technologies. The Company’s
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commodities business provides a contra-cyclical alternative to equities broking. The
Company was among the first to offer the facility of commodities trading in India’s
young commodities market (the MCX commenced operations only in 2003). Average
monthly turnover on the commodity exchanges increased from Rs 0.34 bn to Rs
20.02 bn. The commodities market has several products with different and non-
correlated cycles. On the whole, the business is fairly insulated against cyclical
gyrations in the business.
Mortgages
During the year under review, India Infoline acquired a 75% stake in Moneytree
Consultancy Services to mark its foray into the business of mortgages and other loan
products distribution. The business is still in the investing phase and at the time of the
acquisition was present only in the cities of Mumbai and Pune. The Company brings
on board expertise in the loans business coupled with existing relationships across a
number of principals in the mortgage and personal loans businesses. India Infoline
now has plans to roll the business out across its pan-Indian network to provide it with
a truly national scale in operations.
Home Loans
Personal Loans
Get expert advice that suits your
Freedom to choose from 4 flexible
needs
options to repay
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Invest Online
India Infoline has made investing in Mutual funds and primary market so effortless.
All you have to do is register with us and that’s all. No paperwork no queues and No
registration charges.
India Infoline offers you a host of mutual fund choices under one roof, backed by in-
depth research and advice from research house and tools configured as investor
friendly.
You could also invest in Initial Public Offers (IPO’s) online without going through
the hassles of filling all or any application application form/ paperwork.
SMS
The trader of today, you are constantly on the move. But how do you stay connected
to the market while on the move? Simple, subscribe to India Infoline's Stock
Messaging Service and get the whole Market on your Mobile at the time!
There are three products under SMS Service:
Market on the move.
Best of the lot.
Value Added Services ( VAS) .
Insurance
An entry into this segment helped complete the client’s product basket; concurrently,
it graduated the Company into a one-stop retail financial solutions provider. To
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ensure maximum reach to customers across India, we have employed a multi pronged
approach and reach out to customers via our Network, Direct and Affiliate channels.
Following the opening of the sector in 1999-2000, a number of private sector
insurance service providers commenced operations aggressively and helped grow the
market.
The Company’s entry intothe insurance sector derisked the Company from a
predominant dependence on broking and equity-linked revenues. The annuity based
income generated from insurance intermediation result in solid core revenues across
the tenure of the policy.
Imagine a financial firm with the heart and soul of a two-person organization. A
world-leading wealth management company that sits down with you to understand
your needs and goals. We offer you a dedicated group for giving you the most
personal attention at every level.
Newsletters
The Daily Market Strategy is your morning dose on the health of the markets. Five
intra-day ideas, unless the markets are really choppy coupled with a brief on the
global markets and any other cues, which could impact the market. Ocassionally an
investment idea from the research team and a crisp round up of the previous day's top
stories. That's not all. As a subscriber to the Daily Market Strategy, you even get
research reports of India Infoline research team on a priority basis.
The India Infoline Weekly Newsletter is your flashback for the week gone by. A
weekly outlook coupled with the best of the web stories from India Infoline and links
to important investment ideas, Leader Speak and features is delivered in your inbox
every Friday evening.
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AUTOMATION
Handling such large volume of paper-based securities has been facilitated mainly by
the state of the art technology in use at INDIA INFOLINE. All the branches and
facilitations centers of INDIA INFOLINE are connected through a VSAT network.
INDIA INFOLINE s innovative automated custodial services has won acclaim from
all those concerned. The Smithsonian institute has honored the achievement of
INDIA INFOLINE by conferring a medal and citation for its visionary use of
information technology. INDIA INFOLINE is the first Indian company to receive this
prestigious award. INDIA INFOLINE has been honored by the computer society of
India with national it award for best it usage.
INFORMATION TECHNOLOGY:-
STOCK DIRECT:
STOCK direct has changed the way you look at trading in securities. From customer s
desktop you can now send instructions for buying/selling shares. A three-way hand
shakes between leading brokers, national and international banks and INDIA
INFOLINE is the crux of STOCK direct. STOCK direct - India's first online trading
platform was launched in 1999. Today STOCK direct is the most secure online
trading platform which combines encryption technology / digital signature as well as
Smart Card security features. A few clicks will seamlessly check customer s funds
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and security positions, route the order to the broker of customer s choice and do the
necessary fund and share movements for you. For people who are not inclined to
trading on the net, Company have Request Transmitting Machines (RTMs) placed at
specified INDIA INFOLINE centers. This is an electronic touch screen kiosk where
you can insert customer s smart card and trade effortlessly
Trading Account: DP will just give you an account to hold your shares. However, to
buy or sell shares one needs a trading account. The Trading account may either be an
online trading account or an offline trading account. Trading account can be opened
with any broker/ sub-broker. A broker is a member of the stock exchange, who buys
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and sells shares on his behalf and on behalf of his clients. One time fees is to be paid
for this account, which may vary from broker to broker. Whenever, one buys or sells
shares through such account, he needs to pay a small fee which is referred to as
brokerage.
Audited Results
The trading on stock exchange in India use to take place through open outcry without
use of information technology for immediate matching or recording of trades. This
was time consuming and inefficient. This imposed limits on trading volumes and
efficiency. In order to provide efficiency, liquidity and transparency, NSE introduced
a nation-wide on-line fully automated screen based trading system(SBTS) where
member can punch into the computer quantities of securities and the price in which he
likes to transact and the transaction is executed as soon as it finds a matching sale or
buy order from a counter party. SBTS electronically matches the orders on strict
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price/time priority and hence cut down on time, cost and risk of error, as well as on
fraud resulting in improvement operational efficiency.
The Economic Reforms in India have strengthened the fundamental of our Industries
over a past few years. Investors’ faith in Indian Companies is obvious from the rising
trend in our Markets. With the empowerment of SEBI, Market has become a much
safer place. Online Treading & T + 2 settlement cycle have made investing and
trading.
The Economic Reforms in India have strengthened the fundamental of our
Industries over a past few years. Investor’s faith in Indian Companies is obvious from
the rising trend in our Markets. With the empowerment of SEBI, Market has become
a much safer place. Online Trading & T + 2 Settlement cycle have made investing
and trading much hassle-free. Today, one can buy and sell shares comfortably; sitting
at home or office with just a few mouse clicks and all this takes just a few seconds.
What is Share?
A share is a small unit of the total equity capital of a Company. Share-holders are the
Owners of the Company, since they are contributing towards the Equity Capital of
that particular Company. And as such they are also eligible for sharing the profits of
the Company, in the form of a Dividend. The share holders enjoy a voting right and
their consent matters in all the key decisions of the Company. In short a Share can be
described as a Document issued by the Company, which entitles the holder to be one
of the owners of the company. A share can be purchased through Primary Market or
Secondary Market. All the buy-sell transactions in the share are carried out through
licensed members called brokers.
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What is Stock Market?
As per the Securities Contract (Regulation) Act, 1956 ‘Stock Exchange’ is defined as
any body of individuals (incorporated or not), constituted for the purpose of assisting,
regulating or controlling the business of buying, selling or dealing in securities. Stock
Market plays a vital role in facilitating the industries to raise resources (funds) for
their business ventures through public issues. Stock Markets proficiently deploy the
resources from those looking for better investment opportunities (investors) to those
who need the same (industries).
There are 23 Stock Exchanges in India, out of which 22 are regional exchanges, while
one is National exchange. India's oldest and first stock exchange is Bombay Stock
Exchange. It was established in the year 1875. NSE (National Stock Exchange) &
BSE (Bombay Stock Exchange) are the prime and foremost stock exchanges in India.
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COMPETITION
WHY COMPETITION?
Competition is the necessary evil. It is necessary for the health of the industry & spurs
new product & service development. Competition being as important force needs to
be feedback hence the need for a framework for competitor analysis, which is critical
to the understanding of competitor s strength & weaknesses. Competition always
induce firms to revise their product portfolio as also to revisit their product market to
understand changing needs expectations & perceptions of a different market segment.
It also motivates to make their product futures rich & versatile.
MARKET DEVELOPMENT
DP SERVICES:-
24
INDIA INFOLINE s Depository Participant services address customers individual
investment needs. With a parentage of leading financial institutions and insurance
majors and a proven track record in the Custodian business, Company have reiterated
their past success by establishing ourselves as the first ever and largest Depository
Participant in India. From a tentative foray in 1998 into the individual investor arena
to servicing around seven lakh accounts, it have endeavored to constantly add and
innovate to make business a pleasure for you.
Over 100 of INDIA INFOLINE s networked branches ensure they are available
where you look out for company. Across the country, fourteen Depository Participant
Machines (DPMs) connected to NSDL and seven connected to CDSL ensure fast and
direct processing of customers instructions. Matching of customers scanned signature
on every debit instruction with a digitally scanned original in INDIA INFOLINE s
system makes all customers trading transactions absolutely secure. Proactive backup
of customer s instructions prior to execution in the Depository makes them oblivious
to system crashes.
DEMAT:-
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physical holdings into electronic mode in a quick and hassle-free manner.
CM SERVICES:-
It currently offers Depository services to more than 680 clearing members of various
exchanges connected with NSDL and CDSL. INDIA INFOLINE s Customer Care
lines answer all customers DP queries while the Interactive Voice Response (IVR)
system gives you information on customers account and other valuable data like CC
calendar details, tariff, ISIN information, etc. via telephone, fax and e-mail.
ADVANTAGE
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INDIA INFOLINE s Customer Care help lines give timely and accurate
information to CMs. The Interactive Voice Response (IVR) system at INDIA
INFOLINE gives round the clock information on holdings & transactions Pay
in / Pay out details, overdue cum holding details, etc. via telephone, fax or e-
mail.
DERAVATIVE SERVICE:-
India Infoline provides Clearing Services for derivative segment of BSE/NSE and
Commodity segment of MCX/NCDEX.
STOCK DERIVATIVE
COMMODITY DERIVATIVE
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INDIA INFOLINE is the first Professional Clearing Member of Commodity segment
on the Multi Commodity Exchange (MCX) and National Commodity & Derivative
Exchange (NCDEX).
INDIA INFOLINE has a full fledged in-house back office systems and procedures to
cater to the needs of trading members and other institutional / corporate clients in this
segment. A dedicated team of professionals handles derivative operations and assists
its clients.
ADVANTAGE:-
INDIA INFOLINE has always been a pioneer in clearing and settlement services in
the cash and F & O segment on NSE and BSE. INDIA INFOLINE has the capability
to handle large volumes of business with greatest accuracy, keeping customer
interests as the top priority.
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Privacy of each TM's operations strictly maintained:
Collateral Management:
INDIA INFOLINE has excellent system to manage cash and cash equivalents
deposited as collateral for derivatives trading. Clients are informed as and when
expiry of any instrument approaches.
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Competitive service charges:
Low investments:
The clearing function in the Commodity derivative segment requires huge investment
in back office systems and requires strict compliance to the regulatory framework By
choosing a PCM like INDIA INFOLINE, a trading member need not deploy huge
resources for post trading functions.
Confidentiality of Trades:
Since INDIA INFOLINE has no trading rights, the business details of a trading
member are not likely to be misused. There is no overlapping of business interests.
Focus :
Due to highly competitive nature of the market, INDIA INFOLINE's service charges
are normally very low and it makes more business sense for a TM to outsource the
clearing and settlement activities and focus on the core business of trading
BROKING
India Infoline in its endeavour to provide one stop shop to its large retail &
institutional clients has promoted INDIA INFOLINE Services Limited (SSL) as its
broking arm.
INDIA INFOLINE has been promoted by All India Public Financial Institutions and
Insurance Majors. INDIA INFOLINE is known for its Security, Integrity, wide
30
network and focus on technology. INDIA INFOLINE Services Ltd will continue this
tradition .
SSL has a well-established research team, which will be used to provide advisory
services to institutional & retail investors in Capital market. SSL is providing broking
services through BSE from March 14, 2006. NSE operations will commence shortly,
after necessary regulatory approvals.
NRI SERVICES:-
Over the years, INDIA INFOLINE has grown to become a major player in the capital
market. With a network of more than 120 offices operating across the country and
franchisees operating abroad, INDIA INFOLINE provides Depository Participant and
related services close to 0.7 million satisfied investors out of which over 6000 are
NRI Clientele.
INDIA INFOLINE has a full fledged NRI cell operating specifically to cater needs
pertaining to Depository account opening and maintenance. NRI cell co-ordinates
with prospective NRI customers, collects and assists in obtaining the relevant
documents and ensures the Depository Account is opened hassle free.
NRI Cell collects physical certificates to be sent for demat and ensures that the
certificates are in order and can be sent for dematerialization under the existing
guidelines issued by the depositories. Instructions for trade are accepted by fax on
request by NRI Cell to ensure timely settlement of trades. In this case later on the
client needs to regularize by sending the original trade delivery instruction. Any tariff
and billing related query are addressed by NRI Cell.
CUSTODIAL SEGMENT:
Since its commencement in 1988 as the first dedicated Custodian in the country,
INDIA INFOLINE has been providing Custodial Services of international standards
to Domestic Mutual Funds, Financial Institutions and Foreign Institutional Investors
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With almost 70% of the Institutional business in its fold, INDIA INFOLINE has
evolved over the times to meet the changing requirements of dynamic markets and
demanding clients.
A dedicated pool of trained and highly experienced professionals work literally round
the clock on state of the art computer systems, dedicated communication channels,
well connected to Client institutions, Stock Exchanges, Clearing houses, Depositories
and leading Institutional brokers. In terms of collective man-years, INDIA
INFOLINE has the most experienced team in the entire Industry.
Following are the various competitors of the India Infoline in the Solapur region.
ICICI Direct.com
Kotak securities
Motilal oswal
HDFC
Anand Rathi.
Karvy Securities.
Share Khan.
India Bulls.
And other local agencies.
Major competitors:
Anand Rathi.
Kotak Securities.
Motilal Oswal.
ICICI Direct.com
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FRAMEWORK FOR THE COMPETITIVE ANALYSIS:-
Product
Price
Place
Promotion
Process
Physical evidence
People etc.
COMPETITIVE ANALYSIS:-
33
INDIA INFOLINE was incorporated under the companies act 1956 at the
imitative of the government of India.
INDIA INFOLINE is promoted by the all India financial and investment
institutions and insurance companies, viz. IDBI, UTI, ICICI, IFCI, LIC, GIC
and its subsidiaries.
INDIA INFOLINE is the oldest DP service provider.
Largest number of DP A/C s operations carried by INDIA INFOLINE.
Weakness:
Breadth of Services
In line with its client-centric philosophy, the firm offers to its clients the entire
spectrum of financial services ranging from brokerage services in equities and
commodities, distribution of mutual funds, IPOs and insurance products, real estate,
investment banking, merger and acquisitions, corporate finance and corporate
advisory.
Clients deal with a relationship manager who leverages and brings together the
product specialists from across the firm to create an optimum solution to the client
needs.
Management Team
AR brings together a highly professional core management team that comprises of
individuals with extensive business as well as industry experience.
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In-Depth Research
Our research expertise is at the core of the value proposition that we offer to our
clients. Research teams across the firm continuously track various markets and
products. The aim is however common - to go far deeper than others, to deliver
incisive insights and ideas and be accountable for results
Weakness:
The name of the organization ANANDERATHI indirectly indicates that it
belongs to an individual.
Small range of product line.
MOTILAL OSWAL:-
Strength:
The retail business unit provides equity investment solutions to more than
1,75,000 investors through over 1000 outlets spanning 375 cities and 24
states. These solutions are provided by a force of over 2000 employees and
over 1000 Business Associates.
The organization finds its strength in its team of young, talented and confident
individuals. Qualified professionals carry out different functions under the
able leadership of its promoters, Mr. Motilal Oswal and Mr. Raamdeo
Agrawal. Stringent employee selection process, focus on continuous training
and adoption of best management practices drive the quest to achieving their
Core Purpose and Values.
Motilal Oswal having strong fund management.
Weakness:
35
KOTAK SECURITIES:-
Strength:
Kotak Securities has 195 branches servicing more than 2,20,000 customers
and a coverage of 231 Cities
Largest distributor of IPO's
Kotak securities having strong equity research and portfolio management.
Weakness:
Kotak group is basically known for their banking services as their core
business.
ICICI DIRECT.COM:-
Strength:
The 3-in-1 account integrates your banking, investment and demat accounts.
ICICIdirect.com comes from ICICI, the organisation trusted by millions of
Indians.
More flaxibal than other service provider
Known for more efficient management.
Weakness:
ICICI is basically known for their banking services as their core business
Perceptibly high charges.
36
PERCEPTIBLE ANALYSIS ON THE BASIS OF 7P s OF SERVICE
MARKETING:-
Marketing mix is one of the most basic concepts in marketing, defined as the
elements of the organization that can be used to satisfy or communicate with
customer. The traditional marketing mix is composed of the four p s i.e.
1. Product
2. Price
3. Place
4. Promotion
These are very essential to the successful marketing of services. Service are usually
produced and consumed simultaneously customers are often present in the firm s
interact directly with the firm s personnel and are actually part of the service
production process also, because services are intangible customers will often be
looking for any tangible cue to help them understand the nature of service experience.
acknowledgement of the importance of these additional communication variables has
led services marketers to adopt the concept of an expanded marketing mix for
services includes,
5. People
6. Physical Evidence
7. Process
PRODUCT:-
We are well aware of the fact that services product are found intangible nature. It
includes, physical goods features, quality level, assessaries, packaging, warranties,
product line and branding.
37
Therefore now we have focused on the depository services (demat & broking). And
all the competitors of INDIA INFOLINE provides same products with the same
product line so here no significant diffarance between provided services so there no
need to compete in between INDIA INFOLINE and other major competitors in this
factor.
PRICE:-
This element of marketing mix is related to the decision influencing the fee structure
includes, A/C opening charges, AMC, Transfer fee, Brokerage charged by service
providing organization.
38
Price Chart
3000
2555 2500
2500
2000
Rs.
1500
1000 750
555 500 500
360 360
500 100 1
0
IIL ANAND KOTAK MOTILAL ICICI
Interpretation –
It is found that the a/c opening charges are high at IIL, but it provides Rs.2000
in the trading a/c of the customer. While the charges of ICICI is very less.
AMC charges of IIL is high, as compare to other , but with very less ratio,
while Kotak & Anand Rathi has less AMC charges.
40 35 35
30
30 25 25 25 25 25
Rs.
20
10
0 0
0
IIL Anand Kotak Motilal ICICI
DP
Tran.Fee Demat
39
Interpretation –
By analyzing the above chart it finds that transfer fee & dematerialization
charges of India Infoline & ICICI DIRECT .COM are slightly same.
ANAND RATHI & MOTILAL OSWAL charges same amount for the
transfer fee & dematerialization. On the other hand we can see that KOTAK
SECURITIES stands strong because they provide these services at free of
cost.
BROKERAGE
Brokerage Charges
0.75
0.8
0.59 0.59
0.6 0.5
0.45
Rs.
0.4 0.25
0.18 0.15 0.15
0.2 0.1
0
IIL Anand Rathi Kotak Motilal ICICI Direct
Securities Oswal
Service Provider
Min. Max.
40
Interpretation –
By analyzing the above schedule and bar graph we come to know that India
Infoline charges for trading is competitive in the market.
It is also found that KOTAK SECURITIES charges minimum amount for
trading. On the other hand it is also found that ICICI DIRECT.COM charges
maximum price for trading.
Though India Infoline is well in this factor they need to cut off their price to
attract more customer.
PLACE:-
Another important element of marketing mix is place which focuses attention on the
offering of services by the provider to the customer & the place of location for the
service generating organizations.
In this factor the location is preferred at the point where we find some of the essential
features such as easy and convenient accessibility, safety and protection, availability
of the infrastructure facilities etc.
We can t neglect that these features make available to the branches. The location
advantage which simplify the task of marketing effectively.
DISTRIBUTION ANALYSIS:-
In this damnation of the analysis we found that India Infoline have two service
providing centers in Solapur, both are located in commercial areas i.e.
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No. of Branches
10 8
8 6
Number
6 5
4 3
2
2
0
IIL Anand Kotak Motilal ICICI Direct
Rathi Securities Oswal
Service Provider
Branches
Interpretation –
PRAMOTION:-
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PRAMOTIONAL ANALYSIS:
India Infoline:
In the period of two month of summer project we found India Infoline s promotional
activities are as follows.
India Infoline offers combo pack scheme i.e. DP account and Trading account,
both in Rs. 555/- only.
A trading account holders get the facility of opening a saving account with
UTI bank with the minimum balance of Rs. 500/- where normally charged
minimum balance Rs. 5000/-
It also provides corporate account at competitively less charges.
ANAND RATHI:-
Maximum number of advertising hoardings found in Solapur region in well
located areas.
Attractive punch line Behind Every Successful Investor.
Believe in advertising in local news paper and electronic media.
KOTAK SECURITIES:-
Kotak offers saving bank account of kotak mahindra bank with Dp account.
Using attractive punch line Think Investment, Think Kotak
Heavy advertising strategy in print and electronic media.
MOTILAL OSWAL:-
Attractive punch line Solid Research, Solid Advice.
Advertisement hoardings found in main commercial areas.
Motilal Oswal publishes business review.
ICICI DIRECT.COM:-
Offers bank account with trading and demat account.
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Offers a scheme of account opening at Rs.1/-
Account holder gets insurance of Rs. 100000/-.
ANALYSIS
By analyzing the above data we found that INDIA INFOLINE has lagging behind
comparing to their competitor in the essential element of promotion. Where ANAND
RATHI & KOTAK SECURITIES believe in More Promotion More Sales. Though
they entered recently in the market compared to INDIA INFOLINE they are well
established in the market & competing toughly because of their rational promotional
activities.
PEOPLE:-
All human actors who plays the part in service delivery and thus influence the buyers
perception manly the firms personnel the customer and the other customers inservice
environment.
How these people are dressed their personal appearance & their attitudes & behavior
all influence the customer s perception of the service. India Infoline Ltd hires quality
people and they are trained the technical skill which are using in organization. On the
other hand competitors provide the technical knowledge time to time and make them
aware about up going competition. In addition to that damnation competitor has made
the completion of formal dress code to their executive and employees, which
indicates discipline to their duties.
PHYSICAL EVIDANCE:-
The environment in which the services are delivered and where the firm and customer
interact and any tangible components that facilitate performance or communication of
services.
The physical evidence of services includes all the tangible representation of the
service.
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Such as broachers, latter head, business card, report format and etc.
INDIA INFOLINE provides following thing to their customer
And other competitor also provides the same kind of physical things. So it is not
better to compete in between this dimension of service marketing mix.
PROCESS:-
What is process?
The actual procedure, mechanism and the flow of activities by which the - services
delivered and operating systems.
The actual delivery steps the customer experiences, or the operational flow of
services will also provide customer with evidence or which to judge the service. By
analyzing the process model of INDIA INFOLINE and it competitors we analyze
following
process model dimensions.
Time taken for account opening.
Technology employed.
Order processing.
Settlement of claim
A) India Infoline:-
It takes minimum 2 days to open an account and week to get it activated
B) ANAND RATHI:-
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This firm takes 1 to 2 days for activation.
C) KOTAK and ICICI DIRECT.COM and MOTILAL OSWAL take nearly 3 days to
open and get it activated.
2. Technology employed:-
India Infoline uses intranet technology by which they are interconnected with each
other all over India. Company offers personal e-mail a\c to all the employees so they
can connect with each other, which help to solve the problem quickly as possible.
And the competitor s uses highly advanced technology like, online trading by
assembling trading software with customer at home. They installed live update
displays of stock exchange. They provide facility like, hot tips regarding buy and sale
of stock with the help of group SMS software.
3. Order processing
In India Infoline customer place their order by phone and personally. For security
purpose every customer by their pin number. Competitor also provides the same kind
of service and additionally they provide online trading.
4. Settlement of claim
As per the norms, India Infoline settles the claims in T+2. And if any one having the
account in UTI bank claim settles before T+1.
Anand Rathi and Motilal Oswal also settle the claim in T+2 period. While ICIC
Direct.com & Kotak Securities settle within the short span of time, because they are
thebank themselves.
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ANALYSIS ON THE BASIS OF MARKET SHARE:-
The term market share means contribution of the organization in the total competitive
market. This acquires the particular part of the market. Market share of any
organization shows it stability in the competition it helps to create the prospects on
the basis of present position.
Large market share helps to dominate the market which results awareness about the
organization in the minds of people on the basis of present market share. It is
convenient to decide their target regarding sells, advertising and marketing strategy
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MARKET SHARE OF INDIA INFOLINE & THEIR COMPETITOR IN
SOLAPUR REGION
(for DP services, on the basis of secondary data)
India Infoline 20
Anand Rathi 15
Kotak Securities 9
Motilal Oswal 10
ICICI Direct.com 15
Others 31
Market Share %
20
31
15
15 9
10
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Interpretation –
In order to execute the ultimate customer care and create customer delight, it is
important to measure the customer satisfaction. It speak about retaining the customer;
no customer leaves organization because of some reason such as bad product and
services ,time consuming delivery, quality problem, .so on and so forth. It says that
anything should be in place and organize should actively (proactively) manage the
relationship with customer. Organization must not only their own performance in
providing satisfaction but their competitor s performance in these areas.
You may be good but if your competitors are better, you need to change
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MEASUREMENT OF CUSTOMER SATISFACTION
Taking a limited sample size of 1000 customer of INDIA INFOLINE to measure the
customer satisfaction with the help of satisfaction index form.
1 Price 40 60
2 Range or Products 60 30 7 3
3 Quality of Service 15 25 25 35
4 Reliability 70 20 10 00
5 Technology Employed 40 30 20 10
6 Brokerage 20 15 25 40
8 People 10 20 35 35
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FINDINGS
From the above measurement scale of customer satisfaction index chart we have
analyzed the following out comes in the respective mentioned factors.
1) Price;
This is the key factor of any satisfaction measurement .because this is the thing which
strikes first to customers mind while purchasing the product or services. In INDIA
INFOLINE 60% customers are seems to be unsatisfied with the prices because as
compared to the other service providers prices of INDIA INFOLINE are high.
2) Product range:
In the product range 97% customer are satisfied remaining 3% customers expecting
for online trading which INDIA INFOLINE yet to start.
3) Quality of service:
The analysis shows that maximum customer is not satisfied with quality and service
on which INDIA INFOLINE have to concentrate more to convert them at satisfactory
level.
4) Reliability:
Here we got positive response about the reliability of services provided by the INDIA
INFOLINE because organization is established under the initiative of the government
of INDIA.
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5) Technology:
In this factor, 90% customers are satisfied with the technology employed in INDIA
INFOLINE. Remaining 10% are not satisfied, they expect INDIA INFOLINE should
be more advanced with technology, which includes Online trading, Hot tips service
Direct trading software etc.
6) Rate of Brokerage:
As per the analysis it is analyzed that INDIA INFOLINE is not that much committed
to the agreed delivery. Only 60% customers are satisfied, while 40% customers are
not satisfied with their commitment. INDIA INFOLINE needs to improve in this
factor by maintaining Customer Relationship Management (CRM).
Attitude is made up of beliefs that are formed by past experience it is definitely a long
term process to change behavior, the belief & thus attitude and this is the especially
true while dealing with customer.
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People employed in INDIA INFOLINE and their attitude is in average. They need to
improve in this area, by providing training to, the employees and implementing
Gandhiji s views for the customer.
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RECOMMENDATION
As per client response to pricing factor, INDIA INFOLINE should try to cut
of the prices slightly to maintain their lead.
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BIBLIOGRAPHY
BOOKS
Money outlook
Marketing management by Philip Kotler
Marketing management by Saxena.
Annual report of the company.
WEBSITE
www.anandrahi.com
www.motilaloswal.com
www.icicidirect.com
www.kotaksecurities.com
www.india Infoline.com
www.moneycontrol.com
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Questionneire
1 Price
2 Range or Products
3 Quality of Service
4 Reliability
5 Technology Employed
6 Brokerage
8 People
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