Project Report Finalized 1

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  • EVALUATE THE CLIENT SATISFACTION LEVEL THROUGH THE AFTER SALES SERVICES OF EDELWEISS

    2010

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    A PROJECT DONE AT EDELWEISS CAPITAL.

    REPORTED BY

    LIJO EIPE JOHN

    SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIRMENTS

    FOR THE AWARD OF PGDM

    UNDER THE GUIDANCE OF DR. M. UDAYAKUMAR

    DCSMAT BUSINESS SCHOOL

    DC COUNTY, PULLIKKANAM, VAGAMON

    IDUKKI, KERALA 685503

  • EVALUATE THE CLIENT SATISFACTION LEVEL THROUGH THE AFTER SALES SERVICES OF EDELWEISS

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    ACKNOWLEDGEMENT

    Any project would be incomplete without felicitating those Instrumental in its

    successful completion. I honestly feel that the accolades for this project cannot just

    belong to one individual because it has been the result of consolidated efforts of

    many people whom I would like to express my concern and gratitude.

    I am grateful to Edelweiss Capital for having given me this opportunity which has

    helped me in gaining an in depth knowledge in financial markets and its workings. I

    extent my sincere thanks to Mr. Manu George (Team Leader- Edelweiss Retail

    Broking) for giving me this opportunity to take up this project.

    Special thanks are also due to Mr. Rahul Gandhi (Branch Manager, Borivali

    Edelweiss Retail Broking) for giving his valuable inputs at every stage of project

    completion. His constant encouragement and words of wisdom have been very

    significant in the completion of this project.

    I express my deepest gratitude to Dr. M.Udayakumar (Faculty of Finance D C

    school of Management and Technology) under whose guidance I have

    successfully completed this project.

    I am also very much grateful to Brig: Ashok Kumar (Director D. C Business

    School) for providing me with this unique opportunity. I would also like to thank all

    those people whose names have not been mentioned here, but who were very

    instrumental in the successful completion of this project.

    Lijo Eipe John

  • EVALUATE THE CLIENT SATISFACTION LEVEL THROUGH THE AFTER SALES SERVICES OF EDELWEISS

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    CERTIFICATE

    This is to certify that the project entitled SATISFACTION LEVEL OF CLIENTS

    THROUGH THE AFTER SALE SERVICE OF EDELWEISS is the bona fide record of

    the work done by Lijo Eipe John, PGP09024, and VI trimester PGDM student of D C

    Business School batch, submitted in partial fulfillment of the requirements for the

    award of Post Graduate Diploma in Management.

    Faculty Guide: Dr: M. Udayakumar Director: Brig: Ashok Kumar

    Date:

    Place:

  • EVALUATE THE CLIENT SATISFACTION LEVEL THROUGH THE AFTER SALES SERVICES OF EDELWEISS

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    EXECUTIVE SUMMARY

    Stock trading in India is gaining a new momentum as the economy is showing some

    positive signs after the economic crisis. The equity markets in India have been

    evolving and evolving rapidly. So this is the right time to have a look on the market

    and to take a courageous decision. The Indian Stock Markets have been witness to a

    gradual shift from the outcry system of trading to a seamless environment wherein

    stocks are now being transferred from the seller to the buyer in the electronic mode.

    This online avatar of the Indian Stock Market boom has naturally brought many

    online stock brokerages into the fray. Important factor to fasten the process of the

    share trading cult in India is the growth of online broking platforms to facilitate the

    trading of stocks.

    The stock market of India is opening new doors for the growth and economical

    stability to the global corporate players. The financial institutions are very much

    interested nowadays in the growing Indian market. If the experts are to believed, in

    2011 the Indian share market is going to touch the psychological mark of 21000.

    The affirmation pushes a positive thought where a seamless financial growth is on

    the cards. BSE and NSE is now among the Asia's top most share markets that offer

    lucrative options to the global investors in the terms of financial stability and

    economical growth.

    Though India has a huge 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. More and more customers are coming under this umbrella and many

    of the existing one are changing pavilion. 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.

    The project that I am involved with while working at Edelweiss Broking Limited

    includes:

    The study of customer satisfaction level of client through the after sales service

    offered by EBL and also to gain knowledge the product and services offered by EBL.

  • EVALUATE THE CLIENT SATISFACTION LEVEL THROUGH THE AFTER SALES SERVICES OF EDELWEISS

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    TABLE OF CONTENTS

    CONTENTS PAGE #

    INTRODUCTION 9

    COMPANY PROFILE 12

    PRODUCT AND SERVICES OF EDELWEISS CAPITAL 21

    INTRODUCTION ON EDELWEISS BROKING LIMITED 25

    SWOT ANALYSIS 28

    NEED FOR STUDY 29

    OBJECTIVES 30

    RESEARCH METHODOLOGY 31

    PRODUCT AND SERVICES OF EDELWEISS BROKING LIMITED 32

    FINDINGS AND ANALYSIS 55

    RECOMMENDATIONS AND SUGGESTIONS 74

    LIMITATIONS OF THE STUDY 75

    CONCLUSION 75

    BIBLIOGRAPHY 76

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    INTRODUCTION

    Industry Overview:

    Share broking firms are the business entities that deal with stock trading.

    The Indian Share broking industry is one of the oldest trading industries that

    have been around even before the establishment of the BSE in 1875.

    In India, the two major broking indexes are:

    BSE The BSE Index, SENSEX, is India's first stock market index that

    enjoys an iconic stature, and is tracked worldwide. It is an index of 30

    stocks representing 12 major sectors.

    NSE S&P CNX Nifty is a well diversified 50 stock index accounting for

    22 sectors of the economy.

    SEBI is the regulator for the securities market in India

    The brokerage firms primarily work

    As an agents for buying and selling of securities.

    Earn commission for each of the transactions.

    The total trading volume stood at US$ 1239.1 billion in the year 2004, which

    increased to US$ 1492.1 billion in 2005.Expected to reach US$ 6535.7 billion

    by the year 2015.

  • EVALUATE THE CLIENT SATISFACTION LEVEL THROUGH THE AFTER SALES SERVICES OF EDELWEISS

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    LIST OF MAJOR INDIAN BROKERAGE COMPANIES

    KOTAK SECURITIES LIMITED

    KARVY STOCK BROKING LIMITED

    INDIA BULLS, IL&FS INVESTMART LIMITED

    MOTILAL OSWAL SECURITIES, RELIANCE MONEY

    INDIA INFOLINE

    ANGEL BROKING LIMITED

    ICICIDIRECT

    SHAREKHAN

    GEOJIT SECURITIES

    HDFC

    RELIANCE MONEY

    RELIGARE

  • EVALUATE THE CLIENT SATISFACTION LEVEL THROUGH THE AFTER SALES SERVICES OF EDELWEISS

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    WHY SHARE BROKING INDUSTRY IS TOO HOT..?

    Fall in brokerage fees The decrease in brokerage fees has brought a huge leap in the share broking industry.

    Adoption of technology Technological advancement also paved a way to increase the interest towards the online trading. The specialty includes Screen-based trading, electronic matching, and paperless securities.

    Centralized operations A trader is not required to visit stock exchange to buy or sell shares. Shares can be bought and sold with a few clicks away. Seller may not aware about the details reading the buyer and he do not want to get worried whether his share will get sold or not. Buyer will be placed automatically and the share will be sold to him.

    The ability to provide margin finance. Most of the stock broking firms provide a line of credit to buy and shares, where your portfolio is the only security required for the loan. This is also a major factor which helped in increasing the interest for stock trading in the minds of general public.

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    COMPANY PROFILE

    EDELWEISS GROUP

    One of Indias leading integrated financial services conglomerates.

    Incorporated on 21st November 1995

    Employs about 1200 employees

    Operates through 65 offices in 21 cities in India.

    Listed company since December 2007 under the symbols

    NSE: EDELWEISS

    BSE: 532922

    Bloomberg: EDEL.IN.

    A conglomerate of 46 entities including

    39 Subsidiaries

    6 Associate companies

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    THE LOGO

    Edelweiss, a rare flower fo