EXECUTIVE SUMMARY

The basic objective of any financial services company would be to provide an

absolute tailor made products and services to the customer and to retain them into
the organization by providing them with higher levels of satisfaction. But this
becomes a tough job for the companies.

Here a study has been undertaken at INDIA BULLS assessing the satisfaction
levels of the clients of Indiabulls.

The need for this research is to emphasis the expectations of clients of Indiabulls
and how the company is performing in contrast to the expectations and able to
provide satisfaction.

Just to put things in perspective, India has 330 million bank accounts. The mutual
fund industry has 30 million unique folios. Unfortunately, in the broking industry,
the number of people with Demat accounts has continued to stagnate at 5.85
million in the last 10-12 years, which is worrisome. Every industry in India has
grown over the last 10 years except this one. Whatever retail participation exists is
coming from bigger cities such as Mumbai and Delhi. The services have not
reached bottom-of-the-pyramid towns.

So, this study becomes even more important to help India bulls know the
satisfaction level of their customers. It will also help India bulls to focus on what
aspects they lag behind so that they can provide a better service to their customers
and satisfy them.

The study begins by taking a look at the development of capital markets and stock
broking industry in India. Then a study of the company profile is done. For
understanding customer satisfaction level and their expectation a survey of 100
clients of Indiabulls is done using random sampling. The survey reveals that the
overall customer satisfaction level is above average. The study concludes with
some recommendations.

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 Cpt-1

OVERVIEW OF THE INDIAN FINANCIAL SYSTEM

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Every modern economy is based on a sound financial system. A Financial system is a set of
institutional arrangements through which financial surpluses are mobilized from the units
generating surplus income and transferring them to the others in need of them. The activities
which include production, distribution, exchange and holding of financial assets/instruments of
different kinds by financial institutions, banks and other intermediaries of the market. Among
these organizations are banks, credit card companies, insurance companies, consumer Finance
companies, stock brokerages, investment funds and some government sponsored enterprises.

The Financial markets have two major components. They are:

 Money market
 Capital market.

MONEY MARKET

The Money Market refers to the market where borrowers and lenders exchange short-term funds
to solve their liquidity needs.

CAPITAL MARKET
The Capital Market is a market for financial investments that are direct or indirect Claims to
capital.

SECURITIES MARKET

It refers to the markets for those financial instruments/claims/obligations that are commonly and
readily transferable by sale. It has two inter-dependent and inseparable segments, the new issues
(primary) market and the stock (secondary) market.
A stock market, or equity market, is a private or public market for the trading of company stock
and derivatives at an agreed price; these are securities listed on a stock exchange as well as those
only traded privately. The size of the world stock market is estimated at about $36.6 trillion US
at the beginning of October 2008.

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The secondary market enables those who hold securities to adjust their holdings in response to
changes in their assessment of risk and return. The Primary Markets provides the channel of sale
of new securities.

FOREX MARKET

The foreign exchange market (currency, forex, or FX) market is where currency Trading takes
place. It is where banks and other official institutions facilitate the buying and selling of foreign
currencies. The FX market is one of the largest and most liquid financial markets in the world,
and includes trading between large banks, central banks, currency speculators, corporations,
governments, and other institutions

DERIVATIVE MARKET

Derivatives are financial contracts, or financial instruments, whose values are de- rived from the
value of something else (known as the underlying). The underlying on which a derivative is
based can be an asset (e.g., commodities, equities (stocks), residential mortgages, commercial
real estate, loans, bonds), an index (e.g., interest rates, exchange rates, stock market indices,
consumer price index (CPI) see inflation derivatives), or other items (e.g., weather conditions, or
other derivatives). Credit derivatives are based on loans, bonds or other forms of credit
Derivative is a product whose value is derived from the value of one or more basic variables.
Underlying Asset can be Equity, Forex, commodity or any other asset.

FORWARDS:

A forward contract is a customized contract between two entities, where settlement takes place
on a specific date in the future at today’s pre-agreed price.

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FUTURES:

A future is a contract to buy or sell an underlying asset at a specified future date, at a specified
price. These contracts are traded and settled on exchanges. Future contracts can be on individual
scrip’s or indices.

OPTIONS:

An options agreement is a contract in which the writer of the option grants the buyer of the
option the right to purchase from or sell to the writer a designated instrument at a specific price
within a specified period of time.

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Ch 2

2.1 TITLE OF THE STUDY:

A Study of Customer Satisfaction conducted at INDIABULLS Ltd.

2.2 STATEMENT OF THE PROBLEM:

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The purpose of the study was to understand the level of customer satisfaction of Indiabulls by
understanding the customers’ expectation regarding the products and services of India bulls and
the company’s performance of the same.

2.3 OBJECTIVES OF THE STUDY:

The following are the objectives of the Summer Internship Project:

To know the customers’ expectations on Investment Products and services offered by India bulls.

To study the satisfaction levels of customers in Indiabulls.

To measure the effectiveness of the product and services of Indiabulls

2.4 SCOPE OF THE STUDY:

The main purpose of the study is to know the expectations of thosecustomers who invested in
India bulls and the satisfaction levels of customer with the services provided by the Indiabulls
Asset Management Company

This study was conducted at MG Road, Bangalore branch of Indiabulls. The survey was done
during August and September 2010.

2.5 METHODOLOGY:

A survey was conducted to understand the level of customer satisfaction at India bulls M.G Road
branch Bangalore.

The study required data to be collected from both primary and secondary sources. Primary data
was collected from the survey.

In this research, the universe taken is the customers visiting the Indiabulls, M.G Road branch.

Sample Size: A sample size of 100 customers is been selected.

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SOURCES OF DATA

The data required for the analysis was collected as follows:

Primary Data: In order to collect data a structured questionnaire is prepared. The questionnaire
is designed to elicit customers’ ratings of various products and services offered by the company.

Secondary Data: The secondary data was obtained from the following sources:

I. Company Brochures
II. Company Website

2.6 LIMITATIONS:

A. As the data was collected through questionnaire, there are chances of biased information
provided by the respondent.

B. The study is confined to the existing customers of India bulls only.

C. The survey was limited only to Bangalore. Hence its outcomes may not be applicable to
other geographical areas.

D. The study was conducted between Aug- Sept 2010. Its outcomes mat not be applicable
for other time periods.

I.7 CHAPTER SCHEME:

Chapter 1 deals with the Indian Financial System. A Financial system is a set of institutional
arrangements through which financial surpluses are mobilized from the units generating surplus
income and transferring them to the others in need of them. The activities which include
production, distribution, exchange and holding of financial assets/instruments of different kinds
by financial institutions, banks and other intermediaries of the market.

Chapter 2 deals with the Title of the Problem, Objectives and Scope of the study, methodology
and limitations of the study. Under methodology, we use Primary Data – Questionnaire,
Interviews etc., and Secondary data – Internet search engines, company literature etc.,
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Chapter 3 deals with the Indian Brokerage Industry – its inception, indian and world scenario.
The Indian broking industry is one of the oldest trading industries that have been around even
before the establishment of the BSE in 1875.

Chapter 4 deals with the company profile of INDIA BULLS – its incorporation, angel investors,
products and services, competitors and SWOT Analysis.

Chapter 5 deals with the data analysis and interpretation.

Chapter 6 deals with the findings and suggestions and recommendations.

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Ch 3

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STOCK BROKING:
A stock broker is a professional who buys and sells stocks and other securities in the stock
market through the book makers from the stock investors. As per the law in United States one
needs to pass the General Securities Representative Examination or the Series 7 exam for
working as a stock broker. Brokers provide different types of services to their clients.

Basic services provided by the stock market brokers are:

Execution only:
In this service the broker only carries out the trading according to the direction of the investor.
This is the basic and the most commonly used service of the brokers.

Advisory dealing:
In this service the broker not only performs the buying and selling instructions of the client but
also advises the investor about which stock to buy and which stock to sell.

Discretionary dealing:
This is the most comprehensive service that a broker provides. In this case the broker has the
discretionary power to take the investment decisions on behalf of the investor.

3.1 WORLD SCENARIO:

The first publicly issued security can be traced back to the fourteenth century in Venice where
the government made the first known issue of bonds. Merchants and landowners as investments
purchased these government securities. The need for stock exchanges developed out of early
trading activities in agricultural and other commodities. In and around 1750s in England, traders
in the shares of early companies would commonly meet in Jonathans Coffee House to trade
shares and make business deals. Early share bids and offers were written on the Coffee House
walls and the trading process was highly unregulated, with insider trading forming the basis for
most investment decisions. By 1773, Trading Clubs had formed, and in 1801 a group of traders

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raised 20,000 pounds to build the London Stock Exchange in Capel Court. A similar process was
occurring in America. By the early 1790s many merchants had begun trading shares. Just as in
London, these early traders often met at coffee houses in an informal environment. In 1792, 24
Merchants and Brokers paid $400 each for a “trading seat” and signed the Buttonwood Tree
Agreement, who decided to act as agents for other persons and give preference to each other in
their negotiations. They did much of their trading under a tree at what is now 68 Wall Street.
This agreement outlined the regulations under which shares Could be bought and sold. These
regulations formed the basis for trading rules that still exist today and led to the formation in
1817 of the New York Stock Exchange (NYSE). Today, nearly three thousand companies from
all over the world trade their stocks valued at trillions of dollars here. At that time, many stocks
that were deemed not well enough for the New York Stock Exchange (NYSE) were traded
outside on the curbs. This, so called curb trading has now become the American Stock Exchange
(AMEX). Today much water has passed under the bridge since then and we forward all the way
to late 1990s. By late 1990s, most of the stock exchanges had been automated, and the open
outcry method of trading was the thing of the past. Most stock exchanges began to use computers
to replace floor traders. Floor traders take phone and computer orders from brokers, and
negotiate a trade with stock specialists at trading stations on the trading floor. The internet orders
placed by clients are first processed and authorized through the stock brokers’ computer system
before being automatically placed on the stock exchanges computer systems. This period saw the
rise in popularity and acceptance of online stock broking.

MAJOR STOCK MARKET WORLDWIDE:-

1. SENSEX (BSE) 7. HANG SENG

2. NIFTY (NSE) 8. SHANGAI

3. NASDAQ 9. STRAITS

4. NYSE 10. CAC

5. DOW JONES 11. DAX

6. FTSE 12. NIKKEI

3.2 INDIAN SCENARIO:

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The Indian broking industry is one of the oldest trading industries that have been around even
before the establishment of the BSE in 1875. Despite passing through a number of changes in the
post liberalization period, the industry has found its way towards sustainable growth.

Figure 2.2: Income of stock market Industry in India

(Source: www.indiainfoline.com)

Share trading in India is undergoing a transition and consolidation phase witnessed never before.
The competition is likely to become so severe after the entry of many players, retaining a
customer is most difficult practice for any service provider.

Though India has a very big untapped market but the players will not flourish unless they change
the way the customers are being served. Given the awareness level of today customers every
player has to treat with care and make the customer feel that he is the king. Number of Online
Share trader in India has crossed the line. More and more customers are coming under this
umbrella and many of the existing one are changing pavilion. So customer retention and
satisfaction is now more important as it was never before. Players keep coming with new
schemes in order to attract new customers and retain the existing one. This is being
supplemented with increased advertising and brand building efforts. Success of any organization

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depends upon its being proactive. An often quoted marketing adage is to manage a business well
is to manage its future and to manage its future is to manage information.

The securities market has essentially three categories of participants, viz., the issuer of securities,
the investors in the securities and the intermediaries. The issuers are the borrowers or deficit
savers, who issue securities to raise funds. The investors, who are surplus savers, deploy their
savings by subscribing to these securities. The intermediaries are the agents who match the needs
of users and suppliers of funds for a commission. These intermediaries function to help both the
issuers and investors to achieve their respective goals. There are large variety and number of
intermediaries providing various services in the Indian securities market.

As per SEBI (Securities and Exchange Board of India.) regulations, only registered members can
operate in the stock market. One can trade by executing a deal only through a registered broker
of a recognized Stock Exchange or through a SEBI- registered sub-broker. The financials and
investment industry is a highly competitive in nature with almost well established firms
diversifying and entering into this industry. As of today there are Over 2000 brokers, 10000 sub
brokers and 1 core investors. It is highly Competitive with entry of new aggressive players.
Retail broking is highly fragmented industry with falling brokerages value added services and
online trading.

Main players in the Indian brokerage industry:

✔ Indiabulls
✔ ICICI Direct
✔ Angel Broking
✔ Can Money
✔ Geojit
✔ HDFC Securities
✔ Kotak Securities

✔ Reliance Monthly
✔ Religare
✔ Share Khan

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✔ Artha Money
✔ Way to Wealth
✔ SBI Demat
✔ Bridge securities Ltd.
✔ Mothilal Oswal
✔ Anand Rati
✔ Citi Bank Demat
✔ Dautche Bank
✔ Frankfin
✔ Karvy securities
✔ Bangalore stock exchange

C h 4

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COMPANY PROFILE:

Securities limited is a premier brokerage house in India on the fast growth track.
Indiabulls Securities Limited is part of the Indiabulls group of companies. Indiabulls group is

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leading financial services and Real estate player with a pan India presence. ISL offer ease,
convenience and reliability in all our products ranging from securities trading to customers
finance, mortgages to real estates development. Started functioning in the stock market in 2000.
Over the years, the company has grown from strength to strength to become a major player in
India's financial services sector.

Today Indiabulls Securities limited is India’s leading capital markets company with All-India
Presence and an extensive client base. Indiabulls Securities is the first and only brokerage house
in India to be assigned the highest rating BQ – 1 by CRISIL. Indiabulls Securities Ltd is listed on
NSE, BSE & Luxembourg stock exchange., the National Securities Depository Ltd and Central
Depository Services (India) Limited.

To help the clients better Indiabulls Securities limited has located their offices in major towns,
and placed highly qualified and experienced financial experts to man them. A team of dynamic
finance professionals with decades of experience leads them. These professionals share a
common vision not only to transform the company into a highly professional organization, but
also make their clients earn the maximum from their hard-earned money.

4.1 ORIGIN OF THE ORGANIZATION

Indiabulls Securities Limited was originally incorporated in India on June 9, 1995, under the
Companies Act as a private limited company as GPF Securities Private Limited under certificate
of incorporation bearing number 55-69631. The name of the Company was changed to Orbis
Securities Private Limited on December 15, 1995. The Company was subsequently converted
into a public limited company and its name was further changed to Orbis Securities Limited on
January 5, 2004.The name of the Company was again changed to Indiabulls Securities Limited
on February 16, 2004.

Vision:

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Indiabulls Securities Limited was born out of a vision to explore the immense investment
opportunities in the Indian financial market, to benefit the investors. The vision of the Indiabulls
Securities Limited is to be a Financial Super Market. It aims to provide all types of financial
services to its clients at one place to save them from going from place to place to meet their
investment needs. “Creating a world of smart investors”.

4.2 Growth and development of the Organization:

We have emerged as a diversified financial services company that offers a wide range of
financial products and services under the brand “Indiabulls”. On March 30, 2001 our Company
was registered as an NBFC under section 45-IA of RBI Act to carry on the business of NBFC,
not accepting public deposits, as our company is a holding company. Subsequently, our
Company has started investing and providing loans to our subsidiary companies engaged in
different activities as mentioned in the above diagram. With effect from April 1, 2004, our
Company has also commenced the activity of providing credit facilities to retail customers. We
operate through our three subsidiaries– Indiabulls Securities Limited, Indiabulls Insurance
Advisors Pvt. Ltd. and Indiabulls Commodities Pvt. Ltd. with a presence in equity, debt and
derivatives brokerage, depositary services, access to third party insurance products from Birla
Sunlife Insurance Company and mutual fund products of various asset management companies,
and related financial services. Our Company and our subsidiaries provide brokerage, services
and third party financial products and other services through a variety of channels to retail and
institutional clients and operate nationally in India. We are headquartered in New Delhi with a
network of 70 offices spread across 55 cities. Our Company and our subsidiaries target the retail
and the institutional segment of the market through direct and indirect channels. The direct
channel for business is through our sales employees who operate out of our 70 offices in 55
cities.
The indirect channel for business is through our network of marketing associates, people who are
not on the rolls of the company. ISL has invested heavily in building a strong sales team and as
on April 30, 2004 it had over 476 relationship managers in its 70 offices spread all over the
country. With the sales and marketing team, our Company and our subsidiaries are able to cross
sell many financial products such as insurance and mutual funds.
Table 1: Indiabulls Securities Ltd. : Share Holding Rs.in cr.

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Share Holding Pattern as 31/03/2010 31/12/2 30/09/2009
on : 009
Face Value 2.00 2.00 2.00
Share Holder No. Of % No. % No. % Holding
Shares Hold Of Ho Of
ing Shar ldi Sha
es ng res
PROMOTER'S HOLDING
Foreign Promoters 0 0.00 0 0. 0 0.00
00
Indian Promoters 687134 29.8 6871 27 68 27.11
25 8 3425 .11 713
425
Person Acting in Concert 0 0.00 0 0. 0 0.00
00
Sub Total 687134 29.8 6871 27 68 27.11
25 8 3425 .11 713
425
NON PROMOTER'S HOLDING
Institutional Investors
Mutual Funds and UTI 0 0.00 0 0. 0 0.00
00
Banks Fin. Inst. and Insurance 277310 0.12 6875 0. 79 0.03
0 03 319
FII's 322689 14.0 5515 21 69 27.62
19 3 6204 .76 997
018
Sub Total 325462 14.1 5522 21 70 27.65
29 5 4954 .79 076
337
Other Investors
Private Corporate Bodies 433629 18.8 3706 14 24 9.63
21 6 3718 .63 402
262
NRI's/OCB's/Foreign Others 157839 6.86 2162 8. 31 12.48
88 4374 53 634
617
GDR/ADR 0 0.00 0 0. 0 0.00
00
Directors/Employees 0 0.00 0 0. 0 0.00
00
Government 0 0.00 0 0. 0 0.00
00
Others 592341 2.58 1164 4. 15 6.01
3 1912 59 239
792
Sub Total 650703 28.3 7033 27 71 28.13
22 0 0004 .75 276
671
General Public 636106 27.6 5915 23 43 17.11
72 6 1335 .34 353
285
GRAND TOTAL 229940 100. 2534 10 25 100.00
648 00 1971 0.0 341

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 8 0 971
8

Table 2: Indiabulls Securities Ltd. : Capital Structure

(Rs. in Crore)

From To Class of Auth. Issued Paid-up Face Paid-up

Shares Capital Capital Shares (No's) Value Capital
(Rs)
2006 200 Equity Share 19.00 17.83 17834099 10 17.83
7
2007 200 Equity Share 100.00 50.69 253426989 2 50.69
8
2008 200 Equity Share 100.00 50.69 253426989 2 50.69
9
2009 201 Equity Share 100.00 45.99 229940648 2 45.99
0

4.3 Present status of the Company

During 2007-08, the company earned an after tax profit of Rs. 248.41 cr ores
as compared to Rs. 137.39crores during the previous year. This is an increase of more than 80%
over the past previous year. The total revenue also increased by 46.2%. In 2008, the company
raised its funds through the issue 50.69Crores equity. ISL, which is into capital market operations
generate a volume of Rs 40000-50000 crore everyday, its subsidiary, generates volumes of Rs
10000-20000 cr everyday through commodity futures transaction

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OWNERSHIP PATTERN-

: Board of directors in Indiabulls Securities Limited:

Sl.no Name Designation

1 Mr.Saurabh K Mittal Director

2 Mr.Rajiv Rattan Director

3 Mr.Ashok Sharma Director

4 Mr.Divyesh B Shah Director

5 Mrs.Aishwarya Katoch Director

6 Mr.Prem Prakash Mirdha Director

7 Mr.Brig.Labh Singh Sitara Director

8 Mr.Karan Singh Director

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Sales Hierarchy & Branch Structure

Securities Limited

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 Deale
RM/SR
ARBack SENIOR
Support
SalesBRANCH
Local VICE
Moffice
rCompliance
MSystemPRESIDENT
Functions
MANAGER/
Executive
officer

AREA OF OPERATION-

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A company organized with a functional structure groups people together into functional
departments such as purchasing, accounts, production, sales, marketing, advertising,
subscriptions, Outstation business development, Book fairs and Seminar etc.. These departments
would normally have functional heads that may be called managers or directors depending on
whether the function is represented at board level.

Functional structures are perhaps the most common organizational model used by companies;
alternatives include matrix arrangements or business unit teams.

Our Company may be unable to use the proceeds of the Issue for the intended purpose, due to
unplanned acquisitions, unplanned capital expenditure requirements, unforeseen losses or
potential legal liabilities. The failure to use the proceeds for the intended purposes will be
harmful to us and would hamper our growth potential in the existing businesses. Our Company
does not have a proven track record in handling businesses that it may enter through the
acquisition route or otherwise and hence the success of new businesses in the overall growth
strategy of our Company cannot be predicted.

Chart No: 1 Functional Departments

SALES DEVELOPMENT
Responsible for making sure that customer is happy

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 Responsible for building a positive relationship with customer.
Communicate with customer all the time
Process and monitor customer order

PURCHASE DEPARTMENT
Responsible for doing all the shopping of business
Establish and maintain an excellent Supplier relationship.
Manages stock.

FINANCE DEPARTMENT
Responsible for managing all the finance of the company.
Pay bills on behalf of Organization.
Works closely with HR department so the wages can be paid to employees.

HUMAN RESOURCE DEPARTMENT

Recruitment and training employees.
Calculate wages.

Advertisement Department
Bring a product or service to tension and attention of potential and current customers.

Aims at profits as the advertising department generates resources for the company or institution.

4.4Products and ServicesProfile:

The company through various types of brokerage accounts provides product and services related
to purchase and sale of securities listed in NSE and BSE. It also provides depository services,
equity research services, mutual fund, IPO distribution to its clients. The company provides these
services through on-line and off-line distribution channel.

1) Power India Bulls

2) India Bulls Signature Account

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 3) Depository Services
4) IPO Online
5) India Bulls Equity Analysis
6) Currency Derivatives
7) India Bulls Equity Analysis

Power Indiabulls:
It is the advanced online trading platform from Indiabulls Securities Limited. PIB provides the
best in the class internet trading features and delivers a seamless and rich online trading
experience for its users. PIB comes with a whole host of online features for the internet trading
users ranging from real-time stock prices, to live trading reports, charting, News Room. PIB
provides an integrated online trading platform for the internet trading community to invest in
equity, F&O, Online IPOs and base their decision on sound fundamental research and technical
analysis. It also provides various kinds of trading reports, each developed to cater to internet
trading users’ distinct needs.
PIB is the internet based stock trading application, which provides you an unparalleled edge to
trade in Indian stock markets. Here are some of the compelling reasons, why you should
subscribe for Power Indiabulls (PIB)

I. Integrated market watch for Equities and Derivatives

II. Live Streaming Quotes

III. Fast Order Entry

IV. Tic by Tic Live Intraday Charts

V. Technical Analysis

VI. Live Market News

VII.Customizable Alerts

VIII.Extensive Reports

IX. Real Time Market Statistics

X. World Market Summary

XI. Introducing Intraday Futures

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 Indiabulls Signature Account :

With Indiabulls Signature account you will always remain on top of your investments. It
provides you the platform to trade in Equity and Derivatives. With an unmatched service and
nationwide presence, the Indiabulls Signature account comes bundled with a variety of exclusive
features.

1. Ease of trading – With Indiabulls Signature account you have the flexibility to place
your orders either by logging on the website, calling at the branch or walking in the branch.

2. Dedicated Service Branch and Relationship Manager: You can get in touch with your
Relationship Manager and Service Branch for all your trading related requirements.

3. Power Indiabulls (PIB): You can trade smarter and faster using the Power Indiabulls
application. Access the broad spectrum of sophisticated trading tools and get an edge in the stock
markets.

4. Online Payment Gateways: Use our online payment gateways facility and get instant
credit in your Trading Account. We currently provide online gateway payment facility with five
major banks – HDFC, ICICI, AXIS, CITI and IDBI.

5. IPOs – Indiabulls provides you the flexibility to apply in ongoing IPOs through either
online or offline channels. For applying online, you do not need to fill tedious forms and write
cheques. You can apply conveniently in IPOs from the comfort of your home / office through
our Website/PIB. For applying offline, you can contact your Relationship Manager/ Service
Branch.

6. Portfolio Tracker: You can track your investments online through our portfolio tracker
functionality. You can conveniently track the daily movement, notional / booked profits and
losses in your portfolio.

7. Equity Analysis Report – A qualified and dedicated team of equity analysts at

Indiabulls publishes various research reports. You can view these reports to gain insight into the
companies of your interest.

8. News Room: The News Room provides real-time news from stock-markets, corporate
sector, economy and other segments that have a bearing on the market sentiment.

9. Market Statistics: This functionality facilitates tracking the market trend by providing
you real time data on top gainers, top losers, volume toppers and most volatile stocks.

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10. Mobile Power Indiabulls (MPIB): MPIB is a mobile-phone based application,
developed exclusively for Indiabulls customers. Using MPIB, you can view the live market rates
of your favorite stocks and futures contracts on your mobile device. Thus with MPIB, you can
always remain connected with the market, even on the move.

11. Electronic Contract Notes on Email: This facility enables you to get digitally signed
Electronic Contract Notes on email within 24 hours of executing trades in your Trading Account.

12. Introducing Intraday Futures: Intraday Futures Product enables you to take intraday
positions in various future contracts at lower margins. These positions have to be necessarily
squared-off at the day end.

13. Security Token: Security Token, the new age security tool to make your trading
experience totally secure by using two factor authentication mechanism.

14. Comprehensive Reports: Track your financials and portfolio efficiently through various
reports like Ledger Statements, Account Summary, Net Portfolio Report, Daily Transaction
Report, Daily Transaction report etc.

Currency Derivatives: Trade in Currency Derivatives which are similar in nature to

Stock or Index Futures contracts. Currency Future Contracts, with INR: USD exchange
rate as the underlying, are available with a monthly expiry

Depository Services:

Indiabulls is a depository participant with the National Securities Depository Limited and
Central Depository Services (India) Limited for trading and settlement of dematerialised
shares. Indiabulls performs clearing services for all securities transactions through its
accounts. We offer depository services to create a seamless transaction platform – execute
trades through Indiabulls Securities and settle these transactions through the Indiabulls
Depository Services. Indiabulls Depository Services is part of our value added services for
our clients that create multiple interfaces with the client and provide for a solution that takes
care of all your needs.

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 documentary Requirements for Depository Accounts
To receive E- statements & SMS Alerts
To update yours Contact Details in demate accounts
Requirements for Demate Account Address Change
To change Bank Details In your Demat Account
To activate Ecs in your Demat Account
To update PAN Details in Demat Account
To operate a Demat Accounts with or without a nominee
Schedule of charges for Resident Individual, Corporate, NRI /OCB
1. NSDL Combined DP Schedule of Charge

2. CDSL Combined DP Schedule of Charge

Commodities Schedule of charges for Resident Individual & Corporate

1. NSDL

1. Combined Commodities DP Schedule of Charges for Resident Individual &

Corporate

2. CDSL

1. Combined Commodities DP Schedule of Charges for Resident Individual &

Corporate
NRI Online Trading
Non-Resident Indians (NRIs) can also enjoy the state of the art Online trading Platforms of Indiabulls to trade

in Indian Capital Markets. We, at Indiabulls, provide NRI clients a fast and secure trading
platform which would perfectly cater to NRI's Trading requirements. To start trading through
Indiabulls , the following simple steps need to be followed:

1. Opening of Online NRI Trading and NRI Demat account with Indiabulls: Get in
touch with your nearest Indiabulls service branch (Branch Locator) to complete all the
Trading and Demat account opening formalities.

2. Opening of a NRI PIS account with Axis bank: A NRI is required to open a PIS
account (Portfolio Investment Scheme) with a designated bank in India.

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 Indiabulls Securities Limited has tied up Axis bank to offer this facility to NRIs to enable
them to trade in the Indian Capital markets. The Indiabulls team would also help and
assist you with opening a PIS account with Axis Bank.

3. Documentation required: The following proofs need to be submitted along with the
Trading and Demat account opening forms:

○ Copy of PIS approval letter from Axis Bank

○ Copy of passport (copy of the pages containing the Name, address and
photographs)

○ Valid & self-attested Proof of Identity and Proof of Address (Indian and Foreign).

Currency Derivatives Indiabulls offers trading in the Currency Derivatives Segment

in National Stock Exchange (NSE)
Currency Derivatives are similar in nature to Stock or Index Futures contracts. Currency Futures
Contracts, with INR: USD exchange rate as the underlying, are available with a monthly
expiry. At any given time, Currency Future Contracts are available for trading for the next 12
months. The Mark-to-Market for Currency Derivatives is settled on a daily basis in a manner
similar to Equity / Index Futures. The market for Currency Derivatives is open from 9 A.M to 5
P.M (Monday to Friday).
Registration for Currency Derivatives Segment (CDS) and Online Trading Facility

You can initiate trading in Currency derivatives Segment by following a simple registration
procedure. Indiabulls also offers you the convenience of Online Trading in Currency Derivatives.
For registration in CDS and availing Online Trading facility, please contact your Service
Branch / Relationship Manager.

Equity Analysis :

Indiabulls Equity Analysis complements its equity broking and advisory services with high
quality comprehensive report which can be accessed online. Research report assess the potential
strength and investment risk by doing in-depth and exhaustive analysis of operational and
financial performance of company, Peer group analysis, present Industry scenario using

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advanced and sophisticated forecasting tools and models. These research reports identify,
examine and distill attractive investment opportunities to help you in building and maintaining
your ideal portfolio.

Salient features of Indiabulls Equity Analysis:

1. Covers report of more than 540 company

2. Updated on a daily basis

3. Scorecard on Fundamentals, Valuations and risk

4. Peer Analysis

5. Valuation of potential growth

6. Industry Scenario

7. Expansion plan

8. Details of Mergers and Acquisitions

IPO Online trading:

For various reasons, we often miss the opportunity of subscribing to an IPO. It can either be
because we could not procure the application form or we did not have the time to fill up the form
and submit it. The most important benefit of the 'ONLINE IPO facility offered by Indiabulls
Securities Ltd. is the convenience in submission of applications from anywhere breaking the
limitations of time and geography. You don’t need to submit the application in paper form, or
write a cheque or go to submit it anywhere.

Now you have the convenience at your fingertip. You can quickly and seamlessly apply to the
latest public offerings with just a few clicks. Indiabulls Securities Ltd. offers IPO Online facility
to its registered trading customers at absolutely no cost.

To use the IPO Online feature, you need to fulfill the following criteria :

1. You must be registered for internet trading with Indiabulls Securities Ltd.

2. You must have a demat account with Indiabulls Securities Ltd.

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3. You must have signed the POA agreement for Online IPO.

4. You must have access to Net Banking facility with those banks with which Indiabulls is
providing Payment Gateways. Currently, we are providing payment gateways for ICICI, IDBI
and HDFC Banks.

Group of Companies:

From a modest beginning a decade back, Indiabulls Securities Limited is today a

power to reckon with in the financial services industry through the following
Indiabulls Securities Limited of Companies:

• Indiabulls Securities Limited

• Indiabulls financial Services

• Indiabulls real Estate

• Indiabulls Retail Services

• Indiabulls Power (2007 Sep)

Indiabulls Securities Limited

Indiabulls Securities Limited is a big player financial market that has put the
brokerage business on fast growth track over the years. They are providing through
Indiabulls

• Equity Research

• Commodities

• Internet Trading

• NRI Online Trading

Indiabulls fnancial Services:

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 Indiabulls Financial Services Ltd is amongst 68 companies constituting MSCI -
Morgan Stanley India Index. Indiabulls Financial is also part of CLSA’s model portfolio
of 30 Best Companies in Asia. Indiabulls Financial Services signed a joint venture
agreement with Sogecap, the insurance arm of Society General (SocGen) for its
upcoming life insurance venture Indiabulls Securities Limited is now providing
different level of financial service and loans etc.they are mentioning under below:

• Business loan

• Home loan

• Loan against Property

• Commercial Credit Loan

• Commercial Vehicle Loan

• Loan against share

• Insurance distribution

Indiabulls Real Estate:

Indiabulls group is leading financial services and Real estate player with a pan
India presence is India’s leading capital Markets Company with All-India Presence
and an extensive client base. Indiabulls Securities possesses state of the art trading
platform, best broking practices and is the pioneer in trading product innovations,
indiabulls is providing:

• Commercial

• Residential

• Sezs

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Indiabulls Retail Services:

• Organized Retails

• Indiabulls Mega store

• Indiabulls Marts

Indiabulls Power:

• Profile of Power Business

• Thermal Power Project

• Hydrogen Power Project

• Other Project

4.5 Competitors Profile-

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 Major competitors for Indiabulls Securities Limited Include:

• ICICI Direct

• Share khan

• Kotak Securities Limited

• India infoline Limited

• Way 2 wealth Securities Limited

COMPETITOR ANALYSIS
On the basis of brokerage charges:
There are the two type of the transaction:-
1. Intra-day based.
2. Delivery based.

2 Brokerage comparison

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All the figures are in paisa/100 rupees.

Comment:- According to the graph HDFC securities charge maximum brokerage as compare
to others whereas India Infoline Ltd. charge only 0.20 paisa on maximum investment.

On the basis of Account opening

Charges:
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HDFC securities ltd:- Account opening charges are as follows:- Rs.749, if the customer has
an existing relationship with HDFC.

Sharekhan ltd:- There is no ACCOUNT OPENING CHARGES but require margin money
of Rs 5000 for trading purposes.

ICICI direct:- A one-time charge of Rs. 750 at the time of account opening will be charged.
You may later upgrade your Invest account to an ICICI direct.com share trading account when
you desire to trade in equity.

India Infoline:- There is a nominal charge of Rs. 500 only towards stamp duty, legal and
processing fees for opening the account. This includes the registration and account opening
charges. Bank and Depository Participant (DP) account opening charges, if applicable, are
payable separately.

KARVY consultants ltd:- Account Opening Charges are Rs.452 But now SEBI banned on
opening of new demat account of Karvy.

Indiabulls:- Account opening charges are Rs. 900. There is no AMC and no margin money is
required.

Comment:- IndiaBulls charge maximum account opening charges but there are no account
maintenance charges for the same and it is a lifetime account whereas other brokers do have
account maintainance.

4.6 Market profile of the Organization

Capital Market
The Indian capital markets have witnessed a transformation over the last decade during which
various initiatives were taken. Depository and share de-materialization systems have enhanced
the efficiency of the transaction cycle.

Forward trading mechanism with rolling settlement has brought about transparency. India has a
vibrant capital market comprising 23 stock exchanges with over 9000 listed companies. Market
capitalization of stocks traded on the Indian bourse touched an all time high of USD 292 billion

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in April 2004. The independent regulator for the sector, Securities and Exchange Board of India
(SEBI), with statutory powers is functioning effectively. .

The Mumbai stock exchange being the second largest in the world after the NYSE, continues to
be the premier exchange in the country with an increase in market capitalization from USD 40
billion in 1990-91 to over USD 250 billion in 2003. The stock exchange has about 5,600 listed
companies and an average daily volume of approximately USD 1 billion. The combined market
capitalization of over 5000 companies listed on BSE was estimated to be INR 17 lakh crore in
May/ 2005/12.

India has one of the lowest transaction costs based on screen based transactions, paperless
trading and a T+2 settlements cycle. Many new instruments have been introduced in the markets,
including index futures, index options, derivative, options and futures in select stocks. The
volumes in derivatives trading have been increasing across the National Stock Exchange and
Mumbai Stock Exchange.

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4.7 SWORT ANALYSIS –

OBJECTIVES

1. .
To know the strength,weakness, Opportunity and Threat to Indiabulls
2. To study the financial services provided by Indiabulls.

SWOT MATRIX:

ENVIRONMENTAL SCAN

INTERNAL EXTERNAL
ANALASIS ANALASIS

STRENGTH OPPURTUNITES

WEAKNESS
THREAT

Strengths of Indiabulls:

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1)Online trading platform.
2)Diverse Branch Network provides ample opportunities to penetrate
deep into the existing & untapped market.
3)Indiabulls offers its clients a pool of financial services and
products: 4)No annual maintenance charges.
5)No custodial charge.
6)It does not keep any condition as to collect minimum amount of
brokerage from its clients
7)Most competitive BROKERAGE and DP charges (on delivery 0.5%
and on intraday 0.1%)
8)Equity analysis report to support the investment decision of
its clients
9)Trading via branch network, telephones and internet account i.e.
both online and offline
10)Induction of new employees through an extensive computer
based training module.
11)Real time online transfer fund and exposure updating facility
with HDFC, CITIBANK, ICICI

Weakness of Indiabulls:
1)It should have its own mutual funds as Indiabulls is providing
advises in mutual fund.
2)It should provide tips via SMS.
3)There should be a separate set of staff working in fields and
trading on behalf of their clients:

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4)Position to answer the questions of their clients relating to the
current market position as they are on fields.
5)Commodities are not traded online.
6)It does not provide with the indices of major world markets, ADR
prices of Indian scripts.
7)Unlike some of its competitors like ICICI and Kotak, Indiabulls does
not provide a complete catalogue of financial services (e.g. Banking facility).
8)Due to the continuous need to meet the targets, some of the
Relationship managers crack under pressure and thus leave the organization

OPPURTUNITIES TO INDIABULLS:
Financial services like banking
1)Market expansion i.e. opening branches at untapped areas
2)Indiabulls is registered with Luxembourg stock exchange and so can
target other
stock exchanges.
3)ATM facility should be provided for easy withdrawals.
4)The Capital market in the last few years has turned out to be one of
the favorable
avenues for the retail investors
5)Scope of online trading on BSE.
6)Indiabulls has tied up with other third party companies to sell their
products. Due to the high client base of Indiabulls

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THREATS TO INDIABULLS:

Companies like Share khan, ICICI Direct, Kotak, and Private Brokers are
major threats to Indiabulls.
1)Banks with demat facility jockeying for position.
2)Local brokers capable of charging lower brokerage.
3)Industry competitors vying for the same target segment.
4)Changes in SEBI guidelines & other tax implications.
5)Government Regulations.

LIMITATION:
1) Most of people don’t know about the Share Market.
2) Mostly people believe in saving a\c, fixed deposits etc. they
don’t want bear any risk. They want safety and security of their money.
3) Lack of data because of the Company certain constraint of data
sharing.
4) Lack of co-operation from the employees of the Company
because of their busy schedule.
5) To understand the concept of Share Market is a very tough job.
6) Time constraint play important role. Nobody is having so much
time to spend on people

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Chap-5

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Table-1

Table showing customer association with India bulls :

YEARS OF NO.
ASSOCIATION CUSTOMER PERCENTAGE
Less than 5 year 19 19
5 to 10 year 57 57
More than 10
year 24 24
Total 100 100

Analysis: The above table shows that 57% customers are associated with
Indiabulls more than 10 year and 57% are associated between 5 to 10 year and rest
of customer are associated between 0 to5 year.
Interpretation: The above chart shows clearly that most of the customer of India
bulls 5 to 10 years old in trading permanently.

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Table-2
Table showing customers rating of Responsiveness of the company:

Rating No. of Respondents Percentage

Excellent 06 06
Good 78 78
Satisfactory 12 12
Poor 04 04
Total 100 100

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Analysis: The above table shows that 6% of customers servyed rated that
responsiveness in dealing is Excellent,78% rated it as Good,12% rated it as
Satisfactory, and 4% rated it as Poor

Interpretation: Overall customer satisfection with respect to Responssiveness of

the company is good.

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Table-3

Rating No. of Respondents Percentage

Excellent 89 89
Good 08 08
Satisfactory 03 03
Poor 0 0
Total 100 100

Table showing customer rating of the software:

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Analysis: The above table shows that 89% customers rated the software as
Excellent, 8% rated as Good,3% rated as Satisfactory, and None of the customers
rated it as poor.

Interpretation: : Overall customers satisfaction with respect to Software of the

company is realy excellent.

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Table-4

Table showing customer rating of the products and services:

Rating No. of Respondents Percentage

Excellent 09 09
Good 27 27
Satisfactory 54 54
Poor 10 10
Total 100 100

Analysis:

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The above table shows that 9% customer rated the products and services as
Excellent,54% rated the as Good,27% rated the as Satisfactory, and 10% customer
are rated the as poor.

Interpretation:
The above chart shows clearly that most of the customer of India bulls feel that
products and services is very good.

Table-5

Table showing customer rating of Delivery on time:

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 Rating No. of Respondents Percentage
Excellent 21 21
Good 63 63
Satisfactory 15 15
Poor 01 01
Total 100 100

Analysis:
The above table shows that 21% customers rated as delivery on time as
expectations is Excellent,63% rate as Good,15% rate as Satisfactory, and 1%
customers rate as poor.

Interpretation:
It is found from the above analysis that the delivery on time performance and
commitment about the same has been able to satisfy most of the customer as they
found it to be good.

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Table-6

Table showing Competitiveness of the products in terms of value for money :

Rating No. of Respondents Percentage

Excellent 13 13
Good 63 63
Satisfactory 23 23
Poor 01 01
Total 100 100

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Analysis:
The above table shows that 13% customers rated the competitiveness as
Excellent,63% rated as Good,23% as Satisfactory, and 1% customers rated as
poor.

Interpretation:
The above chart shows clearly that most of the customers of India bulls feels that
company competitiveness in terms of total cost is really good .

Table-7

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Table showing customers rating of Technical support:

Rating No. of Respondents Percentage

Excellent 07 07
Good 34 34
Satisfactory 19 19
Poor 40 40
Total 100 100

Analysis:
The above table shows that 7% customers rated the technical support as
Excellent,34% rated as Good,19% rated as Satisfactory, and 40% customers rated
as poor.

Interpretation:
According to most of the customers the technical support provided by Indiabulls is
rely poor and need improvement.

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Table-8

Table showing customer rating of the products and services, Which gives
maximum valule addition to them :

Rating No. of Respondents Percentage

Software 27 27
Relationship
manager 14 14
Exposures 29 29
Other 30 30
Total 100 100

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Analysis:
The above table shows that 27% customers rate the maximum valule addition to
them as software,14% rated as RM,29% rated as exposes and 30% rated as other
factors like brokerage charge, future options and loan facility, etc.
Interpretation:
The above chart shows clearly that most of the customer of India bulls feels that
our technical supports add value to their business.

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Table-9

Table showing customers rating of products and services which gave lest value
addition to them :

Rating No. of Respondents Percentage

Relationship
Manager 37 37
Intrest rate 49 49
Other 14 14
Total 100 100

Analysis:
The above table shows that 37% customers are not happy with relationship
manager facility 49% wants to improve loan facility, and other 14 % want to
improve delivery, exposes and intraday facility etc.
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.
Interpretation:
The above chart shows clearly that most of the customer of India bulls feels the
need to improve RM facility, loan, and exposes etc.

No. of
Response Respondents Percentage
YES 77 77
NO 19 19
Don’t Know 4 4
Total 100 100

Table-10

Table showing customers willingness to recommend India Bulls to others:

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Analysis:
The above table shows that 77% customers would prepared to recommend India
Bulls to others.19% customers would not recommend and 4% are not sure.
Interpretation:
It was found from the above analysis that most of the customers would recommend
Indiabulls to others.

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Table-11
Table showing Your needs to the company:

Response No. of Respondents

SMS 17
Training 14
Exposures 59
Other 10
Total 100

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 Analysis: The above table shows that 17% customers want tips through
sms and 14% customers want to trading training ,59% want more exposures and
10% want to more discount in brokerage charge.
Interpretation: The above chart shows clearly that most of the customer of India
bulls wants new facilities that sms, trading training and exposures etc

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 Cpt-5
FINDINGS

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 1) Most of the customer of India bulls felt that responsiveness in dealing
with them is good.
2) Most of the customer of India bulls felt that software is excellent. The
software is able to satisfying all the customer needs.
3) According to most of the customer of India bulls products and services is
very good.
4) India bulls are able to do delivery on time performance and even the
commitment to meet customers’ delivery expectations is really good.
5) India bulls is able to value add to the customers in terms of cost
competitiveness.
6) India bulls has to really improve its technical support as most of the
customers found the technical support is poor and it is not able to meet all
the requirements of customers.
7) Most of the customer of India bulls fells that if they get people who are
interested in trading then they will recommend India Bulls
8) The customers of India bulls are 5 to 10 years old and they are trading
permanently.
9) Most of the customer of India bulls feels that our technical support add
value to their business
10)Most of the customer of India bulls feels RM facility, loan, and exposes
facilities need improvement.
11) It has been found out that most of the customer of India bulls wants new
services such as sms , trading training and Exposures etc.

SUGGESTION AND RECOMMENDATION

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 1. The company should have its own mutual funds as India bulls is providing
advises in mutual fund.
2. The company should provide trading tips via SMS.
3. There should be a separate set of staff working in fields and trading on
behalf of their clients.
4. They should provide more exposures for delivery trading like others are
giving 8%, 12% etc .
5. They should provide weakly trading training to the customers.
6. They should concentrate on advertisement also like others.
7. They should also provide online Commodities trading facility.
8. They should provide with the indices of major world markets, ADR prices of
Indian scripts.
9. India bulls suppose to provide a complete catalogue of financial services
(e.g. increase lending facility).Like ICICI and Kodak
10. The company should provide free software like other competitors

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