Institute of professional and excellence management

ACKNOWLEDGEMENT
I would like to express my gratitude to all those who have gave me the possibility to complete this project. I am very much thankful to the Director of IPEM who has given me this opportunity to be a part of a corporate house for 45 days. He provided me to do my Summer Internship Programme in India Info line. I want to thank my Internal Faculty Guide Prof. Shilpi Singh for showing me the path to commence this project in the first instance, to do the necessary research work and to help for using departmental data. She looked closely at the final version of the project for correction and offered suggestions for improvement. Especially, I would like to give my special thanks to my External Mentor Mr. Deepak Paruthi whose patience enabled me to complete this work. He has shown me the real corporate world and gave me the suggestion that when you are selling something, sell yourself

INTRODUCTION ABOUT INDIA INFOLINE

The IIFL (India Infoline) group, comprising the holding company, India Infoline Ltd (NSE: INDIAINFO, BSE: 532636) and its subsidiaries, is one of the leading players in the Indian financial services space. IIFL offers advice and execution platform for the entire range of financial services covering products ranging from Equities and derivatives, Commodities, Wealth management, Asset management, Insurance, Fixed deposits, Loans, Investment Banking, Goal bonds and other small savings instruments. IIFL recently received an in-principle approval for Securities Trading and Clearing memberships from Singapore Exchange (SGX) paving the way for IIFL to become the first Indian brokerage to get a membership of the SGX. IIFL also received membership of the Colombo Stock Exchange becoming the first foreign broker to enter Sri Lanka. IIFL owns and manages the website, www.indiainfoline.com, which is one of India s leading online destinations for personal finance, stock markets, economy and business. IIFL has been awarded the Best Broker, India by Finance Asia and the Most improved brokerage, India in the Asia Money polls. India Infoline was also adjudged as Fastest Growing Equity Broking House - Large firms by Dun & Bradstreet. A forerunner in the field of equity research, IIFL s research is acknowledged by none other than Forbes as Best of the Web and a must read for investors in Asia . Our research is available not just over the Internet but also on international wire services like Bloomberg, Thomson First Call and Internet Securities where it is amongst one of the most read Indian brokers

A network of over 2,500 business locations spread over more than 500 cities and towns across India facilitates the smooth acquisition and servicing of a large customer base. All our offices are connected with the corporate office in Mumbai with cutting edge networking technology. The group caters to a customer base of about a million customers, over a variety of mediums viz. online, over the phone and at our branches.

VISION OF INDIA INFOLINE

The company vision is to create a repudiated image in Indian share market by satisfying the need of their customer and providing them a world class services.

Customer Strategy of India infoline

Business strategy of India infoline

Board of directors

Mr. Nirmal Jain

Chairman & Managing Director, India Info line Ltd Mr. Nirmal Jain is the founder and Chairman of India Info line Ltd. He is a PGDM (Post Graduate Diploma in Management) from IIM (Indian Institute of Management) Ahmadabad, a Chartered Accountant and a rank-holder Cost Accountant. His professional track record is equally outstanding. He started his career in 1989 with Hindustan Lever Limited, the Indian arm of Unilever. During his stint with Hindustan Lever, he handled a variety of Responsibilities, including export and trading in agrocommodities. He contributed immensely towards the rapid and profitable growth of Hindustan Lever s commodity export business, which was then the nation s as well as the Company s top priority.

Mr. R. Venkataraman
Executive Director India Infoline Ltd Mr. R Venkataraman, Co-Promoter and Executive Director of India Infoline Ltd, is a B.Tech (electronics and electrical communications engineering, IIT Kharagpur) and an MBA (IIM Bangalore). He joined the India Infoline Board in July 1999. He previously held Senior managerial positions in ICICI Limited, including ICICI Securities Limited, their investment banking joint venture with J P Morgan of US, BZW and Taib Capital Corporation Limited. He was also the Assistant Vice President with G E Capital Services India Limited in their private equity division, possessing a varied experience of more than 19 years in the financial services sector.

Mr. Nilesh Vikamsey

Independent Director India Infoline Ltd Mr. Nilesh Vikamsey Board Member since February 2005 - is a practicing Chartered Accountant for 25 years and Senior Partner at M/s Khimji Kunverji & Co., Chartered Accountants, a member firm of HLB International, a world-wide organization of professional accounting firms and business advisers, ranked amongst the top 12 accounting groups in the world. Mr. Vikamsey headed the audit department till 1990 and thereafter also handled financial services, consultancy, investigations, mergers and acquisitions, valuations and due diligence, among others. He is elected member of the Central Council of Institute of Chartered

Accountant of India (ICAI), the Apex decision making body of the second largest accounting body in the world, 2010 2013.He is on the ICAI study group member for the introduction of the Accounting Standard 30 on financial instruments recognition And management. Convener of the Study group Formed by ASB of ICAI to formulate comments on various Exposure Drafts, Discussion Papers and other matters pertaining to IFRS originating from IASB, Representative of the Institute of Chartered Accountants of India on the Committee for Improvement in Transparency, Accountability and Governance(ITAG) of South Asian Federation of Accountants (SAFA).

Mr. Kranti Sinha

Independent Director India Infoline Ltd Mr. Kranti Sinha Board member since January 2005 completed his masters from the Agra University and started his career as a Class I Officer with Life Insurance Corporation of India. He served as the Director and Chief Executive of LIC Housing Finance Limited from August 1998 to December 2002 and concurrently as the Managing Director of LICHFL Care Homes (a wholly-owned subsidiary of LIC Housing Finance Limited). He retired from the permanent cadre of the Executive Director of LIC; served as the Deputy President of the Governing Council of Insurance Institute of India and as a member of the Governing Council of National Insurance Academy, Pune apart from various

other such bodies. Mr. Sinha is also on the Board of Directors of Hindustan Motors Limited and Cinemax (India) Limited.

Mr. A. K. Purwar

Independent Director India Infoline Ltd Mr. Purwar is currently the Chairman of India Venture Advisors Pvt. Ltd., investment manager to India Venture Trust Fund I, the healthcare and life sciences focussed private equity fund sponsored by the Piramal Group. He has also taken over as the Chairman of IL & FS Renewable Energy Limited in March 2008 and India Infoline Investment Services Ltd in November 2009. He is working as Independent Director in leading companies in Telecom, Steel, Textiles, Power, Auto components, Renewable Energy, Engineering Consultancy, Financial Services and Healthcare Services. He is an Advisor to Mizuho Securities in Japan and is also a member of Advisory Board for Institute of Indian Economic Studies (IIES), Waseda University, Tokyo, Japan.

About the product [Commodities and Shares]

Commodities

A commodity is something that is relatively easily traded, that can be physically delivered, and that can be stored for a reasonable period of time. It is a characteristic of commodities that prices are determined on the basis of an active market, rather than by the supplier (or other seller) on a cost-plus basis. Examples of commodities include not only minerals and agricultural products such as iron ore, crude oil, ethanol, sugar, coffee, aluminum, rice, wheat, gold, diamonds, or silver, but also so-called commoditized products such as personal computers. In the original and simplified sense, commodities were things of value, of uniform quality, that were produced in large quantities by many different producers; the items from each different producer are considered equivalent. It is the contract and this underlying standard that define the commodity, not any quality inherent in the product.

Derivatives
Derivatives are financial contracts, which derive their value from an underlying asset. The underlying "asset can be equity, commodity, foreign exchange, interest rates, real estate or any other asset.

Commodities exchanges include: Chicago Board of Trade Euronext.life London Metal Exchange New York Mercantile Exchange. Multi Commodity Exchange

Offshore Investment Offshore investment is the keeping of money in a jurisdiction other than one s country of residence. Offshore jurisdictions are a commonly accepted solution to reducing excessive tax burdens levied in most countries to both large and small scale investors alike. Selected offshore domiciles are superficially viewed by some as havens used by to conceal or protect illegally acquired money from law enforcement in the investor s country. Although this may be the case, legitimate investors also take advantage of higher rates of return or lower rates of tax on that return offered by operating via such domiciles. The advantage to this is that such operations are both legal and less costly than the solutions offered in the investor s country - or onshore . Locations

favored by investors for low rates of tax are known as offshore financial centers.

About Share Market

Share Market . Overview: Share Market Overview would give an overall idea about the share market, its participants, types; etc. Share market is the market for securities where organized issuance and trading of shares takes place. It plays an important role in canalizing capital from the investors to the business houses which consequently leads to the availability of funds for business expansion. Shares are certificates which represent ownership rights of the holder in a company.

Basically, Share Market can be divided into two parts:1. Primary Market: It is the market where new issues of securities are offered to the investors. 2. Secondary Market: An investor of a secondary market buys a security from another participant of the same and not from any issuing corporation (as in case of Primary Market). Generally, stocks are of two types:a) Common Stock: It gives an ownership right to the holders of the stock. The holders are entitled to receive dividends whenever the company announces.

b) Preferred Stock: These stocks also give ownership right to its holders. Its holders enjoy the privilege of receiving dividends from the company in preference to any other common share holders. Trading: Share market is the market for securities where organized issuance and trading of shares takes place. Shares are certificates which represent ownership rights of the holder in a company. It plays an important role in channelizing capital from the investors to the business houses which consequently lead to the availability of funds for business expansion. Shares in the Share Market are traded through:(a) Stock Exchange: These are organized market places where stocks, bonds are other equivalents are traded between the buyers and sellers where exchange acts as counter-party to both the participants in case of any default. (b) Over-the -Counter (OTC): These are not centralized exchanges and the trade takes place through a network of dealers.

There are mainly two types of trading:1. Intraday trading: In this type of trading an investor buy and sell stocks during the same day. Intraday Traders are of two types:-

Scalp Traders: Investors who perform many trades per day for scalping out small profits out of the bid-ask spread, from each trade are known as scalp traders.

ii. Momentum Traders: Investors who pounce on those stocks which move significantly in one direction and book desired profit are called momentum traders. They do this within a day. 2. Delivery trading: In this type of trading an investor buys the share for holding purposes. Delivery Traders are:-

i. Technical Traders:
They believe that buying/selling signals are present within the graphs and charts of the stock.

ii. Fundamental Traders:

They perform trade on the basis of study of fact-sheets of the company like historical profit graph, balance sheet, anticipated earning reports, stock splits, mergers and acquisitions, etc. iii. Swing Traders: They are basically fundamental traders who take delivery of trades for a span of short period generally more than one day.

Share Broking Company offers two types of share trading facilities:-

(a) Offline Share Trading: In this form of trading the customer has to place order to the dealer of the stock broking firm either in person or over phone. Offline trading is the main form of investing the money in securities. Offline trading offers many benefits as well. 1. The one benefit that an investor appreciates the most is that they are not alone when making investment decisions. 2. There are experienced and professional brokerage companies that handle their investments for them.

3. Investors are not faced with the challenge of making these vital investment decisions; especially, if they do not have the experience necessary to make the appropriate investments. 4. Also, there is someone there to answer any questions that may cause concerns. (b) Online Share Trading: The client could place his order on his own from any place he wants, provided he has a computer with an Internet connection. Online Trading has made it easy for private investors to gain straight access to a range of different security markets that were, at one point, only reserved by the use of investment professionals. Online trading has dramatically changed over the last decade. It continues to be redefined. Services have expanded to include integrated management of additional financial accounts. It has subsequently expanded in conjunction with ground-breaking improvements to the traditional trading interface, such as telephone interface systems. There are several wonderful reasons to invest online rather than offline trading. 1. Instant online access: - You can gain instant access to your account, the value of your portfolio updates immediately before your eyes. 2. Enter online trades at anytime during Market hours: - You can enter online trades at anytime and from anywhere. This is very convenient if you live in a different time zone than the country you are trading in. It especially fits for investors with busy schedules.

3. With online trading you are in charge: - You are in control of your investments. No sales pitches and no hassle. You decide where to invest your money. Thus, online stock trading is the easy way to buy and sell shares from the comfort of your home. Finding a company that provides us with a secure trading account can be difficult. There are many companies that offers us excellent services for trading, but we need to find which will meet our needs and requirements .Instead of going with a company based on their reputation we should see what they can offer us because our needs as a trader will be radically different from someone traders who have different levels of experience and who have different proclivities toward risk and security. Its not that we always want to look towards the most economical rate of trading but rather work with a reputed organization like indiainfoline DEPOSITORY A depository is an organization which holds securities of investors in electronic form at the request of the investors through a registered Depository Participant. It also provides services related to transactions in securities. In the Depository System, the securities of a shareholder are held in the electronic form by conversion of physical securities to electronic form through a process called 'dematerialization' (demat) of share certificates and facilitates transactions

Electronically without involving any share certificate or transfer deed. Depository system is playing a significant role in stock markets around the world and hence has become popular and prevalent in

many advanced countries. In India the National Securities Depository Ltd. (NSDL), promoted by Industrial Development Bank of India, Unit Trust of India and National Stock Exchange is the first depository. A second Depository by name Central Depository Services (India) Ltd, promoted by The Stock Exchange, Mumbai and Bank of India has been registered recently and will commence its operations shortly. Investors have choice of two depositories now - National Securities Depository Limited (NSDL) and

Central Depository Services (I) Limited (CDSL) Constituents of Depository system:Depository Depository Participants (DPs) Share Registrar/Issuers Investor Clearing Corporation/Member Role of Depository The Depository performs its functions through a network of Depository Participants (DPs) who interact with the Clearing Members and Investor. The Depository carries out following functions through its participants:- Enabling the surrender and withdrawal of securities through the process of demat and remat to and from the depository system,

- Maintaining investors' holdings in the electronic form through computers, -Effecting settlement of securities traded on the stock exchanges. -carrying out settlement of "off market trades" (i.e. trades not done on the stock exchanges) - advising periodically to the Share Registrar / Issuer about the beneficial owners of the securities. DEPOSITORY PARTICIPANTS CDSL/NSDL's demat services are extended through its agents called Depository Participants (DP). The DP is the link between the investor and CDSL/NSDL. An investor who opens a demat account with a DP can utilize the services offered by CDSL/NSDL. While the DP processes the instructions of the investor, the account and records thereof is maintained with CDSL/NSDL. A DP is thus a "service centre" for the investor. Role of Depository participants: Similar to brokers, who act on behalf of a client in the stock market, a Depository Participant is also a representative in the depository system. Financial Institutions / Banks / Custodian / Stock Brokers etc. can become DPs provided they meet the necessary requirements and guidelines prescribed by SEBI. DP serves as a link between the investor and the Company through NSDL for dematerialization of shares and other electronic transactions. DP provides various services with regard to your holdings such as . maintaining the securities account balances

Enabling surrender (dematerialization) and withdrawal (rematerialisation) of securities to and from the depository.

Delivering and receiving shares. Keeping updated with regard to status of holdings periodically. DP SERVICES:Depository Participant provides the following services: Account Opening: To utilize the services offered by a depository, any person having investment in any security or intending to invest in securities needs to have a demat account with a CDSLDP. This holder of such demat account is called as "Beneficial Owner (BO)". A BO can maintain a demat account with zero balance in such account. A BO can open more than one account with the same or multiple DPs, in the same name/s and order, if he/she desires so. The investor can approach any DP/s of his/her choice to open a demat account. Dematerialization: Dematerialization is a process by which physical certificates (of shares / debentures / other securities) are converted into electronic balances. A BO has to submit the request for dematerialization by submitting the demat request form (DRF) duly completed along with the concerned physical certificates, to his/her DP.

Processing Delivery & Receipt Instructions:

To settle trades done on a stock exchange (on-market trades) and trades, which are directly settled between two BOs (off-market trades), BOs submit duly completed delivery instructions in the prescribed form to DP. For receipt of securities into his/her account, a BO can give one time "standing instruction" to DP. Once such a standing instruction is given to the DP, there is no need to submit separate instructions for receipt every time the investor buys securities. Account Statement: Generally a DP sends to the BO, a statement of his account, monthly, if there is any transaction in the account or every quarter if the account is not operated during that period. Rematerialisation: Rematerialisation is the process by which the electronic balances held in the demat account can be converted back into physical certificates Pledging: If the BO decides to pledge any securities in his BO account, he can avail of the same by submitting the pledge creation form duly completed, to his DP. Nomination: BO accounts also have a facility for nomination in favor of any person.

Transmission of securities:
CDSL offers a facility for transmission of balances held in BO account/s (to other BO Account/s) if so required due to death, lunacy, bankruptcy, insolvency or required due to operation of any law. Change in Address: A BO who wishes to register his change in address submits his/her request in writing to his/her DP. The changes entered by the DP in the CDSL system will be automatically downloaded to all the companies in which the BO is holding securities. This facility offered by CDSL saves money, time and effort for the BO. I have made it mandatory for companies to print details of bank account of the BO on dividend/interest warrants etc. to prevent possibilities of misuse of the warrants. All BOs should submit a request in writing to the DP if they wish to record / change their bank account details. Every investor who wants to hold shares in Demat form must open account with a DP of his/her choice. The DP provides all the services relating to transmission of shares and for this service DP levy some charges which is to be paid by the account holder, and charges for annual maintenance which is to be paid by account holder, in turn the DP provide clients with passbook and delivery instruction slips to operate from his Demat a/c . Dematerialization or demat is a process to convert the securities held in physical form into an electronic form or to directly allot securities in electronic record form. These electronic records of securities are shown as electronic balances in the demat account through a depository participant (DP). DP provides a link

between the account holder (beneficiary owner or BO) and the company on one hand and National Securities Depository Limited (NSDL) or Central Depository Services Limited (CDSL) on the other hand. D-MAT Account Opening: A demat account are opened on the same lines as that of a Bank Account. Prescribed Account opening forms are available with the DP, needs to be filled in. Standard Agreements are to be signed by the Client and the DP, which details the rights and obligations of both parties. Along with the form the client, requires to attach photographs of Account holder, attested copies if proof of residence and proof of identity needs to be submitted along with the account opening form. In case of corporate clients, additional attachments required are true copy of the resolution for Demat a/c opening along with signatories to operate the account and true copy of the Memorandum and Articles of Association is to be attached Indiainfoline is a Participant of Central Depository Services Limited (CDSL). CDSL was promoted by Bombay Stock Exchange Limited (BSE) jointly with leading banks such as State Bank of India, Bank of India, Bank of Baroda, HDFC Bank, Standard Chartered Bank, and Union Bank of India and Centurion Bank. CDSL was set up with the objective of providing convenient, dependable and secure depository services at affordable cost to all market participants. D-Mat account opening process of indiainfoline is as follows.

D-Mat A/C Provided By Indiainfoline: Indiainfoline provide its customers with the D-Mat A/C, through which they can invest their money in any Financial Instrument like Equity, Derivatives, IPO s, Life Insurance, General Insurance etc. Indiainfoline handles all the key financial transactions through this Single Window. D-Mat A/C is an account in which securities are kept in Electronic form.

Scheme: 1. Cost of Having D-Mat A/C : Opening Charges: With indiainfoline the A/C opening charges are Rs.750. These charges are for life time.

Annual Maintenance Charges: With indiainfoline the A.M.C. is just Rs.250 that is lowest in The Share Broking Industry.

Brokerage and Service Charge: Indiainfoline is the first and foremost company that charges Brokerage and Service charge 0.01 paisa on the Sale and Purchase of Security, otherwise the Industry wide Brokerage rate lies between 0.20to 0.50 paisa on Delivery based Trading and 0.01 to 0.05 paisa on Intraday Trading.

Trading limit Indiainfoline provides the trading limit of

5 times on Delivery transaction. 10 times on intraday transaction.

Safe: For Security Purpose, Reliance Money provides: User ID Password

Single Window access: Through Indiainfoline customer can transact in : Equity

Equity and Commodity Derivatives Mutual Funds

OBJECTIVES OF THE STUDY

The objective of my study is generally divided in to two parts :1. Primary objectives A. To know the market share of India Infoline as compared to other broking firms. B. To analyze what factors are considered by an investors before investing. 2. Secondary objectives A. To analyze the satisfaction level of customer of India Infoline. B. To analyze which investment look more to the investors from investment purpose. .

METHODOLOGY ADOPTED

Whether it is an army attack to the enemy air base or the way to the theme park we have to proceed in a very cautious and a planned way. One mistake could give us heavy losses. We know what to do, how to do in a perfect way and what should be the procedure so that we are not lost in a way is dwelled by methodology adopted. In dealing with any real life problem it is often found that data at hand is adequate, hence it becomes necessary to collect data rather appropriate. There are several ways of collecting data while doing the project or any survey. In this project, I have collected from two sources that are: 1. Primary sources 2. Secondary sources PRIMARY SOURCE: I have gathered information about our project from the interaction with the customers of our company i.e. Indiainfoline. The sampling method used was basically convenience sampling and most of the calls made were cold calls made on the generated database of recipients of other companies. SECONDARY DATA: The secondary data, I have collected from the various websites of indiainfoline money, various journals, magazines etc. The methodology adopted in the procedure followed in order to give the projects its shape is: having a proper understanding of working of a financial company. Inquiring and looking into the practicalities of work environment to have a correct insight of process adopted. gaining information from files, documents, folders and soft copy stored in system.

seeking information from the staff and taking their views in consideration. browsing the website of various financial institutions and BSE and NSE for the necessary information required. finally compiling the primary and secondary data gathered, then making a study of option available.

EXECUTIVE SUMMARY
This report is structural as well as procedural study about the extent of flexibility and transparency present inside the framework of financial industry. Organization is constantly changing. These changes often result from events which alter the establishment status quo in some way such as the introduction of new technology process changes organization merges or restructuring. Indiainfoline in its span of two years has undergone many innovations whether it is in its field of technologies or whether it is customer satisfaction. In this period of our training we have learnt all the operations done by indiainfoline i.e. opening of D-MAT account, filling forms, verification of the form, rectification of the form, checking the status of the clients, handling the queries of the customers, gaining knowledge about the various products of indiainfoline like IPO, Commodities, Derivatives, Life insurance, etc. and this report also presents a brief idea about the issue of credit cards. During my project i also came to know about the customer service which the company provides to its customers. As far as data collection is concerned we have both primary as well as secondary data in this report. I have collected primary data by interactive sessions with the working officials of the company and secondary data are collected which are more qualitative in nature from the manuals, internet, corporate articles and other preserved data by the company. Indiainfoline is equally aware of the needs of its customers and helps them in giving meaning and content. This company has steadily progressed over the years from strength to strength. It provides online share trading facility to the customers. Indiainfoline is also into life insurance which provides a very good opportunity to the customers by giving them a life cover and securing the future of their families. As I dealt with both of these two products of indiainfoline so I got a good exposure about the general expectations of a customer and what he usually experienced while dealing into investment products. To meet these expectations indiainfoline is into the concept of franchisees where private franchisees are given to individuals so that the coverage area of indiainfoline money can be

increased and word load on employees can be decreased in order to increase Relationship Management.

Graphical representation of iifl with other broking firms on different bases

Comparison on the base of Annual Maintenance charges

Company Amount name IIFL Angel Geojit Globe ICICI Direct India bulls Karvy Motilal Oswal Religare

250 250 300 300 450 0 300 250 250

Company name Indiainfoline SBICAP Securities Share khan Motilal Oswal Angel Broking India bulls ICICI direct HDFC Securities UTI Securitie Religare Reliance Money Geogit

Amount 0.5 0.5 0.4 0.4 0.5 0.25 0.75 0.5 0.8 0.2 0.01 0.3

Company Amount name Indiainfoline 0.05 SBICAP Securities 0.1 Share khan 0.03 Motilal 0.15 Oswal Angel Broking 0.02 India bulls 0.1 ICICI direct 0.15 HDFC 0.15 Securities UTI 0.02 Securities Religare 0.03 Reliance Money 0.06 Geogit 0.03

LEVEL OF CUSTOMER SATISFACTION

Company name %age Indiainfoline 85% SBICAP Securities 82% Share khan 72% Motilal Oswal 78% Angel Broking 72% India bulls 83% ICICI direct 80% HDFC Securities 82% UTI Securitie 78% Religare 77% Reliance Money 80% Geogit 73%

Reliance Money Geogit

80% 73%

%age
90% 85%

80% 75% %age 70% 65%

Company Name IIFL RELIGARE ANGEL GEOJIT INDIABULLS KARVY KOTAK ICICI DIRECT MOTILAL OSWAL

Brokerage 50 100 100 100 100 70 50 50 100

Comparison on the base of intraday limit provided by Different Broking Firms

INTRADAY LIMIT 10 8 8 7 15 6 7 8 10

Company Name IIFL RELIGARE ANGEL GEOJIT INDIABULLS KARVY KOTAK ICICI DIRECT MOTILAL OSWAL

Comparison on the base of Delivery limit provided by Different Broking Firms

Company Name IIFL RELIGARE ANGEL GEOJIT INDIABULLS KARVY KOTAK ICICI DIRECT MOTILAL OSWAL

INTRADAY LIMIT 5 4 3 4 3 5 5 6 6

SWOT ANALYSIS

Strengths:
Price competitiveness ( E.g.: No brokerage is charged, Annual maintenance charges are least)

Indiainfoline is able to respond very quickly as we have no red tape, no need for higher management approval, etc.

Indiainfoline is able to give really good customer care, as the current small amount of work means we have plenty of time to devote to customers

Their lead consultant has strong reputation within the market

They change direction quickly if our approach isn t working

Management philosophy and commitment to maximize shareholders returns of indiainfoline.

Ongoing activities of the company to support up gradation of operational performance and rise in productivity. Team of talented and committed professionals available to improve company s performance.

Weaknesses: New entrant in the market which is dominated by big brand names like ICICI, India Bulls, indiainfoline, religare etc.

Company has a small staff with a shallow skills base in many areas. Opportunities: The share trading sector is expanding, with many future opportunities for success.

The competitors may be slow to adopt new technologies. Threats: Developments in technology will change the share market beyond the ability to adapt. A small change in focus of a large competitor is a threat for the market position. Constant pressure to be cost competitive to meet customer expectations. Relentless pressure to maintain profitability due to rising input/raw material prices.

Findings
 Brokerage of India infoline is higher than Others broking firms like Religare, Motilal Oswal,Indiabulls,they are charging 0 .03% for Intraday and 0 .30% for Delivery where India Infoline is taking 0 .05% for Intraday and 0 .50% for Delivery.  Margin money of India infoline is higher than other firm like Indiabulls,Geojit,Motilal Oswal,there is no restriction of margin moneye.But in India Infoline,the minimum margin money should be 5000/2555 rs..  Exposure is less than other firms. India Infoline offers eight to ten times exposure on margin where as Religare and India bulls offer twenty times exposure on margin money.  HDFC, ICICI direct provide their customer s three types of account (de-mat a/c, trading a/c, bank a/c) but India infoline provide only De-mat a/c and Trading a/c.  Religare takes Rs.299 for lifetime services, where as India infoline takes Rs.555.  Relationship manager changes many times, it creates problem for the offline customers.  Securities are not so much reliable.  India Infoline has hidden charges, Customer are not much aware about that.
 Customer satisfaction of India infoline not so good.

 Most of the customers are trading offline.  Most of the customers approach towards the broking firm is through the relationship manager. Most of the people are not much aware of share market and its benefit.

RECOMMENDATIONS AND SUGGESTIONS

After analyzing all the expectations of the customers and the experience they basically get while using the product we can a gap between the expectations and the experience. This gap needs to be filled before it starts bringing in some adverse consequences. To fill this gap I have come up with some recommendations and suggestions which can help the company satisfy their customers better. These suggestions are listed below:1) Though indiainfoline is having a very good and well trained sales staff which is able to bring in customers but it is very necessary to build relationship with the customers to keep them retained. Company should train its employees regarding relationship management so that the products can be personalized according to the needs of the customers.

2) Most of the customers trade via the online platform of the company and not from the office therefore company should start a system of filling up of feedbacks and complaints online so that rectification of errors can be done easily. 3) Many of the customers are not in touch of company but actually deal with franchisees and remises. These are untrained people and are unaware of the importance of relationship. Company should start a kind of soft skill training program for all of

its distributors so that the customers feel the same level of satisfaction as they feel while transacting with the company.

4) As seen in the qualitative analysis, many people don t trade or invest because they don t have any knowledge regarding the market. Company should start a free of cost training program for these kinds of customers.

5) Though the sales staff is very effective but indiainfoline is lacking behind in operational effectiveness. Company should take a note on this.

6) Motivational programs should be conducted in order to increase the efficiency of the customers.

7) Though the service quality is good but it should become better consistently as good service and better relationships are the key success factors of current market situations. 8) The process of documentation is a hassle for customers as it is not at all user friendly. Company should take care of user friendliness of the system.

Some of these changes in the system can actually create miracle for the company. These changes though look small but create a

lot of value to the customers and make the company more approachable.

LIMITATIONS While conducting the survey there were various limitations because of which the results cannot be declared correct by 100%. Some of these limitations are as follows:1) People are reluctant towards the survey and take it as a waste of time.

2) Taking appointments was very tough as people were not ready to give their time for a survey.

3) Cold callings were not entertained everywhere and thus we were not able to meet all the classification of customers.

4) Because of the temporary fluctuations in the market it was a tough time talking to the people regarding investments. 5) People were reluctant towards the products of indiainfoline because of a general perception that indiainfoline always comes with low price but always has hidden charges.

Though these limitations were there but because of the support of the people I have surveyed and the experience I have gained while preparing for the survey presentations of my college, I was able to complete the survey and prepare my project report much before the deadline.

CONCLUSION The expectations of the customers are regularly increasing because of the increasing competition and emergence of global market. In such conditions it becomes very necessary for a company to fulfill all the expectations of the customers and give them a delightful experience. Though indiainfoline is working very hard in order to do so but there is a gap between the expectations and the experiences of the customers which is widening regularly. This gap has emerged because of the sales oriented focus of Indiainfoline. In order to increase the sales figures, the company has somewhere ignored the service delivery and left the customer on his own. In order to fill this gap, company needs to customize its services as it is dealing into financial instruments. These financial instruments are risky and it is very essential to make the customer feel that you are taking care of his money. This can be done only if all the services are customized and the system is made transparent for the customer as well as for the employees.

BIBLOGRAPHY I had collected the datas from various recourses from Internet, Library, Company itself. The sources are given below ..

1. www.traderji.com 2. executive summary available at www.indiainfoline.com accessed 10 July 2009 3. annual audited consolidate results available at www.www.motilaloswal.com. 4. www.indiabulls.com 5. www.icicidirect.com 6. www.sharekhan.com 7. www.tradersedgeindia.com 10 www.tradingpicks.com 8. www.masteroftrading.com 9. www.kotaksecurities.com 10. www.religareonline.com 11. www.angeltrade.com

QUESTIONNAIRE
Q.1). which age group do you belong? A). 18 30. b). 30 40. c). 40 50. d). 50 and above.

Q.2). what is your profession? a). Service. b). Self- employed. c). Profession. d). Student. e). Retired. Q3). Your income per annum? A). upto 1 lakh. b). 1 lakh 2lakh. c). 2lakh 3lakh. d). 3lakh and above

Q.4). what is your perception about indiainfoline in general? ______________________________________________________ ______________________________________________________ ____________________________________.

Q.5). Have you heard about indiainfoline? A). Yes. b). No. Q.6). How do you come to know about indiainfoline? A). Advertisement. b). Friends. c). Relatives. d). our executives.

Q.7). Do you trade in market securities? A). Yes. b). No.

Q.8). If no, then would you like to trade if provided with complete market knowledge? A). Yes. b). No. Q. 9) who is your current service provider? (For the people who already trade).

A). Indiainfoline b). India Bulls. c). ICICI Direct d). Religare. e). Indiainfoline. f). Share Khan. g). Motilal Oswal. h). Anand Rathi. i). others.

Q10). How do you generally trade? A). Online. b). Offline.

Q11). Are you satisfied with your current service provider? If not, then do specify your reason of dissatisfaction? (Non indiainfoline customers) A). Yes. b). No. ______________________________________________________ ______________________________________________________ ________________________. Q.12). what amongst the following do you feel is the most important element to open up a demat/trading account? A). Good market predictions. b). lower brokerage charges. c). Fast responding services. d). User friendly web portal.

e). Good relationship managers.

Q.1). which age group do you belong? A). 18 30. b). 30 40. c). 40 50. d). 50 and above.

QUALITATIVE ANALYSIS: According to the survey, most of the samples which enquired about the investment products were in the age range of 18 30. The reason behind can be assumed that people of this age range have less responsibilities to bear and thus have maximum risk bearing capacity and therefore are more keen towards

investments as they have more disposable income as compared to older age groups. Q2). What is your profession? A). Service. b). Self- employed. c). Profession. d). Student. e). Retired.

a) Service 57% b) Self- employed 24% c) Profession. 7% d) Student. 6% e) Retired 6% QUALITATIVE ANALYSIS:

As seen by the survey most of the people interested into investments were the people who were into service. This is because these are the people who are able to find more time and disposable income as compare to another sample groups. Though self-employed people are also keen towards investments but they also need liquid cash in order to keep their money running into the business. Professionals are assumed to get no time because of their hectic schedules and students are anyhow not so interested towards investments at such an initial stage. Students do invest into stock markets as their hobby.

Q3). Under which slab of income (per annum) do you fall? a). upto 1 lakh. b). 1 lakh 2lakh. c). 2lakh 3lakh. d). 3lakh and above.

QUALYTATIVE ANALYSIS: People earning in the range of 1 lakh are not able to invest much. Therefore the range of 3 lakhs and above is the appropriate range which should be targeted for the sales of investment products.

Q4). What is your perception about indiainfoline in general? ______________________________________________________ ______________________________________________________ ____________________________________. QUALITATIVE ANALYSIS: Though most of the people as shareholders feel indiainfoline is a company which is ideal to invest your money in but very few actually have faith in indiainfoline when these shareholders come into the shoes of buyers. They feel that Indiainfoline at most of the times is not able to keep upto its promises as they feel that Indiainfoline keeps all of its focus on sales and hardly gives any importance to the service side. People have a perception that Indiainfoline is a name which is associated with hidden charges and they actually don t believe on the tariffs of Indiainfoline very easily. Most of the complaints were towards the service segment of Indiainfoline as a company. Q5). Have you heard about Indiainfoline? A). Yes. b). No.

QUALITATIVE ANALYSIS: Almost all of the people I met during the project were familiar with the name of Indiainfoline which is a good sign for the marketing department as this figure shows that this product is marketed well into the market. The remaining unknown people are those which actually do not participate into investment activities and are thus unaware of this market segment.

Q6). How do you come to know about indiainfoline? A). Advertisement.

b). Friends. c). Relatives. d). our executives.

QUALITATIVE ANALYSIS: Most of the people came to know about indiainfoline through the sales executives which are again a good sign which shows that indiainfoline has an efficient sales staff which is working with its full efficiency and dedication. And again 23% of people have come

to know about the company by their friends or relatives which shows that the efficiency of the sales staff has turned the existing customers into the brand ambassadors of the company to attract the potential customers.

Q7). Do you invest? A). Yes. b). No.

QUALITATIVE ANALYSIS:

Almost 80% of the people surveyed are trading or investing their money into the market which shows that the market potential is very high and future growth perspectives of the company are very good.

Q.8). If no, then would you like to trade if provided with complete market knowledge? A). Yes. b). No.

QUALITATIVE ANALYSIS:

This can be seen very easily from the response that most of the people do not show their interest in the investment activities because they are unaware of the market trends and thus they are afraid of burning their hands. These people if provided with complete market knowledge and proper purchase assistance can into the potential customers of the company and these customers as fully satisfied ones will remain much loyal to the company than the other ones. Q.9). Who is your current service provider? ( for the people who already trade). a). indiainfoline. b). India Bulls. c). Karvy. d). Religare. e). Indiainfoline. f). Share Khan. g). Motilal Oswal. h). Anand Rathi. i). others.

QUALITATIVE ANALYSIS: It s just one and a half year of indiainfoline money into the market and it has become the second largest player in the industry. This shows that indiainfoline money is moving on the right path but it needs to maintain the quality of services and assistance offered to the customers and keep moving ahead consistently. ICICI though as a largest player has a good quantity of customers but it lacks good quality traders as it is the most expensive brokerage house in India but it manages to make customers because of no account

opening charges. As discussed earlier, indiainfoline money has also eliminated the doubt of hidden charges by taking prepaid Brokerage from the customer. This concept relaxes the customers And they feel free to trade upto the amount they have already paid.

Q.10). how do you generally trade? A). Online. b). Offline.

QUALITATIVE ANALYSIS: Because of the tremendous growth of technology the way of trading and investing has also changed a lot. People now prefer to trade online as they feel it is more transparent and reliable rather than trading offline as there are some chances of human error while trading online.

Q.11). Are you satisfied with your current service provider? If not, then do specify your reason of dissatisfaction? (non indiainfoline customers) a). Yes. b). No. ______________________________________________________ ______________________________________________________ ____________ .

QUALITATIVE ANALYSIS:

Though many people think that they are completely satisfied still the number of unsatisfied users id substantial. Customers complain that either the brokerage

house is too expensive but most of the users were ready to pay more on the sake good purchase assistance. People want the assistance to be customized according to their risk bearing capacity and this is the area where Indiainfoline lacks behind as all its assistance is in general whereas customers want it to be according to their needs. If indiainfoline puts in more effort to its relationship
management than it will soon become the market leader and will gain loyal customers. Q. 12). What amongst the following do you feel is the most important element to open up a demat/trading account? a). Good market predictions. b). lower brokerage charges. c). Fast responding services. d). User friendly web portal. e). Good relationship managers.

QUALITATIVE ANALYSIS:

After the survey it s pretty clear now that people are actually ready to pay more on the sake of excellent market predictions, good investment assistance and relationship management. Indiainfoline which is a bit weak in all the three areas can make up new customers by offering lowest brokerage charges and other monetary benefits but to sustain in the industry well it needs to create a customized system which takes care of each and every individual. This will not only increase the loyalty of the customers towards the company but their good word of mouth will also bring in new customers without any marketing cost.