Chapter 1

Introduction

The Demat is a process to convert the securities held in physical form into an electronic record
form or to directly allot securities in electronic record form. These electronic records of
securities are shown as "electronic balances" in the demat account of investors. Any investor
(Beneficial Owner or BO) can open a demat account through a depository participant (DP).

State Bank of India (SBI) is an Indian multinational, public sector banking and financial
services company. It is a government-owned corporation with its headquarters in Mumbai,
Maharashtra. On 1st April, 2017, State Bank of India, which is India's largest Bank merged with
five of its Associate Banks (State Bank of Bikaner & Jaipur, State Bank of Hyderabad, State
Bank of Mysore, State Bank of Patiala and State Bank of Travancore) and Bharatiya Mahila
Bank with itself. This is the first ever large-scale consolidation in the Indian Banking Industry.

1.1 Selection and relevance of the problem

1. The people not aware of demat services.

2. The most important problem is difficult to open a demat account.

3. The process is very lengthy to demat services.

4. The people should be not invest in the market.

5. The charge high rate to demat services.

6. The people not much reacted to introduce the demat services..

7. The people are not much trade in securities market in daily.

1.2 Historical background of the problem

Stock market in India has a long and chequered history. Bombay Stock Exchange, the first
stock exchange of the country was established as early as in 1875, predating the Tokyo Stock
Exchange by three years. Over these years Indian stock market has passed through diverse
fortunes. The historical evolution of Indian stock market through four distinct phases is
described in this section.

1
The stock market in India dates back to the 18th century when the securities of the East India
Company were traded in Mumbai and Kolkata. Stock broking was not very popular in those days
and in Mumbai, during 1840 and 1860, there were only half a dozen brokers recognised by the
banks and merchants. The securities traded were mainly shares, debentures and bonds
representing titles to property or promises to pay issued on the condition of transfer from one
person to another.

1.3 Brief profile of the study area

The study uses a multi-method approach, survey based on the opinion of the customers for
banking industry in India. In order to conduct this study. I have surveyed 60 customers of SBI a
public sector bank. The surveys have been conducted at the various branches of these banks and
various other localities of Agra region. It is pointed out that multi-methods allow different
approach for different research purposes, since each method has its strengths and weaknesses.

Research is based on descriptive analysis. The secondary data was collected from the various
websites and magazines. Primary data was collected from the customers of SBI bank through
direct interview and questionnaire.

1.4 Meaning of Demat

The ‘DEMAT’ in short, is the process by which the physical share certificates (share certificate
in paper form) are converted to an equivalent number of securities in electronic form. The
situation is somewhat similar to replacing paper money with an electronic bank account.
Conversion of physical certificates to electronic form benefits investors immensely. Demitting of
shares eliminates risks associated with bad deliveries, postal delays, handling problems, loss in
transit, forgery, counterfeiting, loss due to fire, theft, mutilation, etc. Investors also do not have
to pay stamp duty on transfers of shares and they can be transferred instantaneously. Also,
brokers charge a lower brokerage fee for selling dematerialized share since the risk of bad
delivery is minimized. Investors also receive other benefits such as bonus and rights directly
credited to their accounts, thus reducing a great deal of paper work and associated delays. Lastly,
the difficulty and disadvantage of trading odd lot shares is also eliminated, as the market lot for
dematerialized is just one share!

2
1.5 Definition of Demat

Dematerialization or “Demat” is a process where by your securities like shares, debentures etc.,
are converted into electronic data and stored in computers by a Depository. Depository functions
like a securities bank, where the dematerialized physical securities are traded and held in
custody. This facilitates faster and low cost settlement. Depository is much like a bank and
performs many activities that are similar to a bank. Following table compares the two.

Demat is a process to convert the securities held in physical form into an electronic record form
or to directly allot securities in electronic record form. These electronic records of securities are
shown as "electronic balances" in the demat account of investors. Any investor (Beneficial
Owner or BO) between the BO, Company and CDSL and on the other hand between the BO, the
BO's broker and the Stock Exchange. CDSL publishes from time to time an updated list of DP's
registered with it.

1.6 Characteristics of Demat Services

1. A safe, convenient way to hold securities;

Immediate can open a demat account through a depository participant (DP). DP provides a link
on one hand
2. transfer of securities;
3. Reduction in paperwork involved in transfer of securities;
4. No stamp duty on transfer of securities;
5. Reduction in other transaction cost such as postage, courier, Xerox; delivery, fake
securities, delays, thefts, etc.;
6. No odd lot problem, even one share can be sold;
7. Nomination facility;
8. Change in address recorded with DP gets registered with all companies in which investor
holds securities electronically. The investor did not correspond with each company
separately.

3
9. Transmission of securities is done by DP eliminating correspondence with company
10. Automatic credit into demat account when new share are issued on account of bonus,
split consolidation, merger etc.
11. Investors can even freeze or lock their accounts for any given period of time, if so
desired. Account can be frozen for debits or for credits or for both.

4
 Chapter 2

Research methodology

2.1 Objective of Demat Services

1. Account Maintenance and Safe custody:
Facilitates Maintaining Security Balance in electronic form
2. Dematerialization:
Facilitates converting physical share certificate into electronic balances.
3. Rematerialization:
Facilitates converting the electronic balances to physical (share certificate) form.
4. Account Transfers:
Facilitates delivery/receipt of electronic balances consequent to market / off-market
trades.
5. Pledge/Hypothecation:
Facilitates blocking securities balance of borrowers in favour of lenders for obtaining
Loans / advances against shares.
6. Initial Public offer:
Facilitates faster and direct credit of security balances into DP account on allotment
through public issue of companies
7. Disbursement of corporate benefits:
Facilitates faster and direct credit of security balance into DP account on account of non-
monetary corporate benefits as bonus and rights issues.
8. Security Lending:
Facilitates earning extra income on your dematerialized holdings by the way of securities
lending. A Demat account with SBI provides you the following benefits:
9. Customer Care:
The customer can now call our dedicated Customer Care 24X7 and rest assured that all
your queries are taken care of.
10. Transact Anywhere:

5
 Now operate your Demat account from any of the 1000 plus Demat enabled branches of
SBI.
11. Statements by e-mail:
Receive your account statement and bill by email.
12. Demat Services Online Facility
This convenient and paper free facility lets you operate from the comfort of your home or
office through SBI•s Internet Banking Facility.
13. Online Demat Statements:
The customer can now view your Demat account details, statement of holdings, statement
of transactions and statement of billing online.
14. Order Delivery Instruction Booklet online:
No queues at branches anymore as you can now order your Delivery Instructions Booklet
online and the same would be delivered at your doorsteps.
Check ISINs, Settlement Calendar and Status of Requests online
15. Mobile Alerts:
Receive SMS alerts for all debits/credits as well as for any request which cannot be
processed.

2.2 Hypothesis

Null Hypotheses H0

Alternative Hypothesis H1

1. The People of invest in securities market

H0: There is people are not invest in securities market.

H1: There is people are invest in securities market.

2. The people aware online share trading.

H0: There is people are not aware online share trading.

H1: There is people are aware online share trading.

6
 3. The people suggest to open a demat account.

H0: There is people are not suggest to open a demat account.

H1: There is people are suggest to open a demat account.

2.3 Scope of the study

 Easy and convenient way to hold securities.

 Immediate transfer of securities.
 No stamp duty on transfer of securities.
 Safer than paper-shares (earlier risks associated with physical certificates such as bad delivery,
fake securities, delays, thefts etc. are mostly eliminated)

2.4 Limitation of the study

1. Trading in securities may become uncontrolled in case of dematerialized securities.

2. It is compulsory for the capital market regulator to keep a close watch on the trading in
dematerialized securities and to check that trading does not act as a detriment to investors.

3. The role of key market players in case of dematerialized securities, such as stock-brokers,
needs to be supervised as they have the capability of manipulating the market.

4. Multiple regulatory frameworks have to be followed, including the Depositories Act,

Regulations and the various By-Laws of various depositories.

5. Additionally, agreements are entered at various levels in the process of dematerialization.

Investors may find the process complicated.

7
2.5 Significance of the study

1. Safer than a Physical certificate : It is safer than holding physical certificates as it

eliminates the risk of loss, fraudulent activities or any trade going bad.

2. The sell even one share: shareholder can sell even one share from its holding very
conveniently which was not possible before the advent of Demat Account.

3. Flexible work place: It gives flexibility to traders and investors to work from anywhere
through different terminals

4. The keep all types of securities: The account can hold all types financial products like
Mutual Funds, Debt securities, Equity, ETFs etc.

5. Reduced Cost: It eliminates costs like stamp duty and other expenses that were involved in
physical certificates. Hence, this results in reduced overall transaction cost.

2.6 Selection of the problem

1. State Bank of India (SBI) most important problem is difficult to open a demat account.

2. The state bank of India process is very high the people is highly dissatisfied.

3. The customer of state bank of India held share more in electronic form.

4. The state bank of India charge high rate to demat services.

5. The customer not much reacted to introduce the state bank of India services.

6. The state bank of india document should be required more for example aadhar card
,PAN, bank cross cheese, two colors photos , income tax returns

7. The demat services in SBI bank mostly use the male customer.

8. The customer are more trade in securities in daily.

2.7 Sample Size:

8
Our sample size was 60.who fulfill there basis criteria with Demat services.

2.8 Data Collection:

Appropriately designed questionnaire to facilitate surveys with simple standard questionnaire

were used to collect data.

2.9 Techniques and tools to be used

The techniques uses a multi-method approach, survey based on the opinion of the customers for
Demat services. In order to conduct this study.

I have surveyed 60 customers of using internet banking facilities. The surveys have been
conducted at the various other localities.

It is techniques that multi-methods allow different approach for different research purposes,
since each method has its strengths and weaknesses. Research is based on descriptive analysis.

The secondary data was collected from the various websites and books.

Primary data was collected from the customers of internet bank through direct interview and
questionnaire.

2.10 Tabulation of data

Location-City Gender Age

Male 30 20-30 3
Dombivali
Female 6 30-40 8
40-50 16
50 or above 7
Total 36 Total 34
Male 17 20-30 3
Kalyan
Female 7 30-40 7
40-50 10
50 or above 6

Total 24 Total 26

9
2.11 Techniques and tools to be used

The techniques uses a multi-method approach, survey based on the opinion of the customers for
banking industry in India. In order to conduct this study.

I have surveyed 60 customers of SBI a public sector bank. The surveys have been conducted at
the 2 city kalyan and dombivali of SBI bank and various other localities of Agra region.

It is techniques that multi-methods allow different approach for different research purposes,
since each method has its strengths and weaknesses. Research is based on descriptive analysis.

The secondary data was collected from the various websites and books.

Primary data was collected from the customers of SBI bank through direct interview and
questionnaire.

2.12 Data collection

Sr. Question Total Yes No % of Yes % of No

Regarding Response
No. Response Response Response Response

1 Question No.8 60 58 2 96.67 3.33

2 Question No.9 60 28 31 48.33 51.67

3 Question No.16 60 51 9 85 15

4 Question No.18 60 46 14 76.67 23.33

5 Question No.24 60 0 60 0 100

6 Question No.25 60 51 9 85 15

Male Female Male% Female%

7 Question No.2 60 47 13 78.33 21.67

Easy Difficult Easy% Difficult%

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8 Question No.11 60 36 24 60 40

Convenient Lengthy Convenient % Lengthy %

9 Question No.11 60 40 20 66.67 33.33

Electronic form Physical form Electronic Physical form%

form%

10 Question No.20 60 54 6 90 10

20-30 30-40 40-50 50 above

11 Question No.1 60 6 15 26 13

Under graduation Post-graduation Professional Any other

graduation

12 Question No.3 60 15 36 5 3 1

Business Service Self- Employed Profession Any other

13 Question No.4 60 23 12 13 2 10

0-2 3-4 5-6 7 or above

14 Question No.5 60 13 40 6 1

Unmarried married Divorce

15 Question No.6 60 11 49 0

50,000-1 Lakh 1 Lakh-3 Lakh 3 Lakh-5 Lakh 5 Lakh or above

16 Question No.7 60 30 23 3 4

500 Rupees 750 Rupees 1000 Rupees 1000 or above

17 Question No.10 60 33 23 4 0

PAN Bank statement Address Proof Adhar card Two color photo

18 Question No.12 222 55 14 19 74 60

Own decision friend Family member advertisement Any other

11
19 Question No.13 60 22 26 2 9 1

Daily Once a week Once a month Occasionally

20 Question No.14 60 17 29 11 3

Less than 3years 3years to 6yeara 6 years or above

21 Question No.15 60 31 25 4

Very interested interested Neither or nor Disinterested Highly

interested Disinterested

22 Question No.19 60 30 19 6 5 0

Less than 3years 3years to 5years 5 years to 7years 7 years or above

23 Question No.21 60 35 20 2 3

Very interested interested Neither or nor Disinterested Highly

interested
Disinterested

24 Question No.22 60 29 20 6 5 0

700 800-1000 1000-1500 1500 or above

25 Question No.23 60 52 7 0 1

12
 Chapter.3

Literature Review

Book 1

Indian Banking

Author - R.K Uppal

Book 2

Research Methodology for business

Published – Manan prakashan

Part 1 semester II M.com banking and finance for regular student.

Book 3

Securities market and products

Published by Taxmann publications PVT. LTD

Book 4

Indian banking system

Author – Ramesh Kapoor

Publication – Mahamaya Publishing house

Book 5

Working of stock exchange in India

Author – A Sudhakar

Published by Mrs. Usha Kiran

13
LITERATURE REVIEW

1. “Legal Aspects of Internet Stock Trading in Brazil” - By Alexandre Ramos Coelho:

This paper presents the structure of the Brazilian stock market. It covers the concept of Internet in Brazil
and the relevant legal aspects it has raised. It also covers the statement of the legal and operational aspects
that are directly affecting the buying and selling of stocks via Internet in Brazil.

2. “Legal Issues Regarding Spatial Data” - By Rados SUMARADA, Slovenia:

This paper presents the general legal provenance, regulatory development and its implementation in the
field of GIS technology in Slovenia. The copyright security, privacy protection and liability issues
regarding the spatial (geographic) data sets in general are outlined. Further on protection of spatial
databases and quality assurance for spatial data in the country of economic, social and political transition
are discussed. The outlined problems are presented in the light of legal provision and its practical
acceptance for public services and private enterprises. The main stress is addressed on the spatial data sets
that are produced and maintained by the geodetic service and the surveying branch, which are kept in the
large official databases covering the whole country. “A Study on Investors General and Legal Awareness
For Online Trading in Gujarat State.” 131

3. “Online Trading and the National Association of Securities Dealers’ Suitability Rule:

Are Online Investors Adequately Protected?” – By Renee Barnett, 2001. This paper presents that online
trading has enabled increased access to the securities market. Encouraging investment in securities can be
good for both individual investors and the economy as a whole. Yet to preserve the benefits created by
online trading, investor protection is imperative. One aspect of this protection is the clarification of
suitability obligations online. The difficulty in determining what constitutes a recommendation online
makes investor protection difficult. This difficulty is further complicated by online brokers’ aggressive
advertising campaigns. Unsophisticated investors are particularly vulnerable to the potential pitfalls of
online trading. Therefore, to encourage these investors to continue participating in the securities market
for the long term, they should be protected now through the use of suitability checks for all the orders
they place online. In addition to suitability checks, regulators should continue investor education
initiatives and strongly encourage online brokers to better educate their customers.

4. “The SEC, Retail Investors and the Institutionalization of the Securities Markets.” - By Donald C.
Langevoort. This paper presents the SEC at age seventy-five should not seek a make-over to look as
attractive as some of the younger agencies around the world, but rather should sit back and let them go
through the pain that will inevitably accompany their adolescence. If the natural evolution of global

14
securities markets were steadily in the direction of greater retaliation, then that would probably be good
ad-vice. But if institutionalization truly is the future, both in the United States and around the world, then
the layers of retail investor driven regulation that have accumulated over the last seventy-five years will
surely weigh more heavily going forward. “A Study on Investors General and Legal Awareness For
Online Trading in Gujarat State.” 132

5. “Investigating the nature of investor’s grievances and assessing the role of the grievance
redressal agencies” - By Keyur Mahesh Nayak Laxmi Institute of Management, Sarigam, Gujarat, India
- 1 March, 2010. The present study seeks to examine the nature of investor’s grievances and assessing the
role of grievance redressal agencies. The respondents were selected by convenient random sampling
technique in Valsad district of Gujarat State. The relevant data on the investor’s demographic profile,
Knowledge about various grievances, awareness about the functions of various grievances redressal
agencies, loading of complain and their satisfaction level were collected by distributing the structured
questionnaire to the investors who are actively involved in securities trading. The chi square analysis
shows that there is significant difference between the various demographic variables and investor’s
knowledge of grievances, awareness of functions of redressal agencies, loading of complain and their
satisfaction level.

6. “Survey of online trading websites” - By Australian Securities and Investments Commission, August
2000. This paper presents use of online brokers to conduct securities transactions on the Australian Stock
Exchange have grown in an extraordinary way. Retail investors have embraced online trading as a cheap
and easy method to buy and sell securities. This growth in online trading and the corresponding increase
in securities trading generally by retail investors, signaled a possible concern for the Australian Securities
and Investments Commission (ASIC) in terms of its responsibilities to protect and educate retail investors
and promote market efficiency and integrity. This report details the findings of a survey of online trading
websites undertaken by ASIC in late March 2000. “A Study on Investors General and Legal Awareness
For Online Trading in Gujarat State.” 133

7. “Online Stock Trading in India: An Empirical Investigation”, by Nidhi Walia and Ravinder
Kumar, Indian Journal of Marketing, 2007, volume VII • Number 4. As financial system is becoming
more complex it has become need of the hour where investors should comprehend the data and
understand recent intricacies of online trading. In Indian context e- trading is relatively new phenomenon,
which has yet to gain some significant meaning. In the past investors have no other option to get market
information except to contact their local broker? But Internet trading in stock market is becoming medium
of exchange whereby investor can order stock exchange on simple mouse click sitting at his place.

15
Keeping in view current market requirement an attempt has been made in this research paper to analyze
current status of online trading in Indian scenario. Facts highlighted in this study clearly reveal that
although online trading is picking up its speed to tap investors yet it is expected to adopt creative
strategies to lure customers from physical trading to net trading. 5.2 SAMPLE PROFILE: The practical
aspect starts from here. The survey was conducted in online trading investors. The researcher can
successfully collected data from 344 respondents. The method of sampling is used here that is
convenience sampling.

16
 Chapter 4
Data Analysis, Interpretation and presentation

1. Age

Particulars NO. of respondents percentages

20-30 6 10%
31-40 15 25%
41-50 26 43.33%
51 or above 13 21.67%

Total 60 100%

NO. of respondents
20-30
51 or above

31-40

41-50

20-30 31-40 41-50 51 or above

The Maximum numbers of customers that is Age of 41-50 with 43% and Minimum numbers of customer
that is Age of 20-30 with 10% ,31-40 are 25%,51 or above are 21.67%.

17
Q2. Gender

Particulars NO. of respondents percentages

Male 47 78.33%
Female 13 21.67%
Transgender 0 0%

Total 60 100%

NO. of respondents
Transgender
Female

Male

Male Female Transgender

The Maximum numbers of customers i.e. 78.33% are male, 21.67% of the customers are female and 0%
of the customers are transgender.

18
Q3. Education Qualification

Particulars NO. of respondents percentages

Under graduation
15 25%
Graduation
36 60%
Post-graduation 5 8.33%

Professional qualification 3 5%

Any other 1 1.67%

Total 60 100%

NO. of respondents
Professional
Any other
qualification
Post-graduation Under graduation

Graduation

Under graduation Graduation Post-graduation Professional qualification Any other

The maximum customer education is graduation in 60% and under graduation are 25%, post-graduation is
8.33%, professional qualification is 5% and the minimum customer is any other are 1.67%

19
Q4. Occupation

Particulars NO. of respondents percentages

Business 23 38.33%
Service 12 20%
Self-employed 13 21.67%

Profession 2 3.33%

Any other 10 16.67%

Total 60 100%

NO. of respondents
Any other

Profession Business

Self-employed

Service
Business Service Self-employed Profession Any other

The maximum number of customer occupation is business in 38.33% and Minimum number of
customer occupation profession.

20
Q.5 Number of members dependent in family

Particulars NO. of respondents percentages

0-2 13 21.67%
3-4 40 66.67%
5-6 6 10%

7 or above 1 1.66%

Total 60 100%

NO. of respondents
7 or above
5-6
0-2

3-4
0-2 3-4 5-6 7 or above

The maximum number of customer are 3-4 that number of member dependent in family 66.67% and 0-2

that is 21.67%,5-6 are 10% and minimum number of dependent in family are 1 that is 1.66%.

21
Q6. Marital status

Particulars NO. of respondents percentages

Unmarried 11 18.33%
married 49 81.67%
Divorce 0 0%

Total 60 100%

NO. of respondents
Divorce
Unmarried

married

Unmarried married Divorce

The maximum number of customer are married that is 81.67% and the single or unmarried are 11 that is
18.33% and Divorce are 0%.

22
Q7. Annual Income

Particulars NO. of respondents percentages

50,000-1Lakh 30 50%
1Lakh-3Lakh 23 38.33%
3Lakh-5Lakh 3 5%

5Lakh or above 4 6.67%

Total 60 100%

NO. of respondents
5Lakh or above
3Lakh-5Lakh

50,000-1Lakh
1Lakh-3Lakh

50,000-1Lakh 1Lakh-3Lakh 3Lakh-5Lakh 5Lakh or above

The maximum number of customer are 50,000 to 1Lakh to number of respondence is 30 that is 50% and
1Lakh to 3Lakh that is 38.33% number of respondence is 23. The 5% are 3Lakh to 5Lakh is number of
respondence is 3 and 5Lakh or above are 6.67%.

23
Q8. Do you invest in securities markets?

Particulars NO. of respondents percentages

Yes 58 96.67%
No 2 3.33%
Total 60 100%

NO. of respondents
No

Yes
Yes No

The maximum number of customer are yes in 96.67% invest in securities market and 3.33% are No invest
in securities market.

24
Q9. Are you aware online share trading?

Particulars NO. of respondents percentages

Yes 29 48.33%
No 31 51.67%
Total 60 100%

NO. of respondents

Yes

No

Yes No

The 51.67% number of customer not aware of online share trading and 48.33% aware the online share
trading.

25
Q10. What is the amount charged to open your demat account?

Particulars NO. of respondents percentages

500 rupees 33 55%
750 rupees 23 38.33%
1000 rupees 4 6.67%

1000 or above 0 0%

Total 60 100%

NO. of respondents
1000 rupees 1000 or above

750 rupees
500 rupees

500 rupees 750 rupees 1000 rupees 1000 or above

The maximum number of customer pay charge in 500 rupees with 55% and 0% are 1000 rupees or
above,750 rupees are 38.33% and 1000 rupees charger are 6.67%.

26
Q11. How is the process for opening a demat account in SBI bank?

Particulars NO. of respondents percentages

Easy 36 60%
Difficult 24 40%
Total 60 100%

NO. of respondents

Difficult

Easy

Easy Difficult

The maximum number of customer are select easy with 60% of demat account opening process and 40%
customer select the difficult option.

27
Q12. What document should be required to open the demit account?

Particulars NO. of respondents percentages

PAN 55 26.77%
Bank statement 14 6.30%
Address proof 19 8.19%

Aadhar card 30 12.21%

Income tax returns 4 1.50%

Two colors photos 60 27.02%

Bank cross cheques 40 18.01%

Total 222 100%

NO. of respondents

PAN Bank statement Address proof Aadhar card

Income tax returns Two colors photos Bank cross cheques

The maximum number of customer are document should be required to open the demit account Two
colors photos is 27.02% and PAN is 26.77%. The Bank statement is 6.30% and Address proof is 8.19%.
The Aadhar card is 12.21% and Income tax returns is 1.50%. The Bank cross cheques is 18.01%.

28
Q13. How you get to know about demat services provide by SBI Bank?

Particulars NO. of respondents percentages

Own Decision 22 36.67%
Friend 26 43.33%
Family member 2 3.33%

Advertisement 4 6.67%

Employer 2 3.33%

Bank marketing executive 3 5%

Any other 1 1.67%

Total 60 100%

Bank marketing NO. of respondents

executive
Employer Any other
Advertisement
Own Decision
Family member

Friend

Own Decision Friend Family member

Advertisement Employer Bank marketing executive
Any other

The maximum number of customer are known about demat services provide by SBI Bank to Friend
is 43.33% and Own Decision is 36.67%. The Family member is 3.33% and Advertisement is 6.67%. The
Employer is 3.33% and Bank marketing executive is 5%. The Any other is 6.67%

29
Q14. How frequently do you trade in market?

Particulars NO. of respondents percentages

Daily 17 28.33%
Once a week 29 48.33%
Once a month 11 18.34%

Occasionally 3 5%

Total 60 100%

Highly disinterested
Occasionally
Once a month Daily

Once a week
Daily Once a week Once a month Occasionally

The maximum number of customer are frequently trade in market to Once a week is 48.33% and Daily
28.33% of customer. The Once a month are 18.34% and Occasionally are 5%

30
Q15. How older customer you are of SBI Bank?

Particulars NO. of respondents percentages

Less than 3 years 31 51.67%
3 years to 6 years 25 41.67%
6 years or above 4 6.66%

Total 60 100%

NO. of respondents
6 years or above

Less than 3 years

3 years to 6 years

Less than 3 years 3 years to 6 years 6 years or above

The maximum number of customer are less then 3 years in 51.67% and 3-6 years customer are 41.67%,
6 years and above customer are 6.66%.

31
Q16. Will you like to get demat services with convenience, security and cost saving from
SBI Bank?

Particulars NO. of respondents percentages

Yes 51 85%
No 9 15%
Total 60 100%

NO. of respondents
No

Yes

Yes No

The maximum number of customer are Yes in 85% and minimum number of customer are No in 15%.

32
Q17. What do you think the procedure for getting demat services in SBI Bank?

Particulars NO. of respondents percentages

Convenient 40 66.67%
Lengthy 20 33.33%
Total 60 100%

NO. of respondens

Lengthy

Convenient

Convenient Lengthy

The maximum number of customer are convenient to demit services in 66.67% and 33.33% customer are
lengthy.

33
Q18. Will you suggest to open a demat account of SBI Bank?

Particulars NO. of respondents percentages

Yes 46 76.67%
No 14 23.33%
Total 60 100%

NO. of respondents

No

Yes

Yes No

The maximum number of customer are yes to suggest to open a demat account in 76.67%.
And 23.33% customer are No.

34
Q19. How do you react when a new service is Introduced by SBI Bank?

Particulars NO. of respondents percentages

Very interested 30 50%
Interested 19 31.67%
Neither interested not disinterested 6 10%

Disinterested 5 8.33%

Highly disinterested 0 0%

Total 60 100%

NO. of respondents
Highly
Disinterested disinterested
Neither interested
not disinterested

Very interested

Interested

Very interested Interested Neither interested not disinterested Disinterested Highly disinterested

The maximum number of customer are a new service is Introduced by SBI Bank to Very interested is
50% and Interested are 31.67%. The Neither interested not disinterested are 10% and Disinterested are
8.33% , 0% of customer are Highly disinterested.

35
Q20. The shares held by you are in which form?

Particulars NO. of respondents percentages

Electronic form 54 90%
Physical form 6 10%
Total 60 100%

NO. of respondents
Physical form

Electronic form

Electronic form Physical form

The maximum number of customer are shares held by Electronic form is 90% and 10% customer are
Physical form.

36
Q21. For experience in the stock market?

Particulars NO. of respondents percentages

Less than 3 years 35 58.33%
3 years to 5 years 20 33.33%
5 years to 7 years 2 3.34%

3 5%
7 years or above
Total 60 100%

NO. of respondents
7 years or above
5 years to 7 years

3 years to 5 years
Less than 3 years

Less than 3 years 3 years to 5 years 5 years to 7 years 7 years or above

The maximum number of customer are experience in Stock Market Less than 3 years is 58.33% and 3
years to 5 years are 33.33%. The 5 years to 7 years are 3.34% and 7 years or above are 5%.

37
Q22. How much are you satisfied with the demat services of the SBI Bank?

Particulars NO. of respondents percentages

Very satisfied 29 48.33%
satisfied 20 33.33%
Neither satisfied not dissatisfied 6 10%

Dissatisfied 5 8.34%

Very dissatisfied 0 0%

Total 60 100%

NO. of respondents
Dissatisfied Very dissatisfied
Neither satisfied
not dissatisfied
Very satisfied

satisfied

Very satisfied satisfied Neither satisfied not dissatisfied Dissatisfied Very dissatisfied

The maximum number of customer are very satisfied is 48.33% and 33.33% customer are satisfied. The
Neither satisfied not dissatisfied customer are 10% and Dissatisfied customer are 5%, 0% of customer are
Very dissatisfied.

38
Q23. What is the amount charged to SBI Bank per month for demat services?

Particulars NO. of respondents percentages

700 rupees 52 86.67%
800-1000 rupees 7 11.66%
1000-1500 rupees 0 0%

1500 or above 1 1.67%

Total 60 100%

NO. of respondents
1000-1500 rupees 1500 or above
800-1000 rupees

700 rupees

700 rupees 800-1000 rupees 1000-1500 rupees 1500 or above

The maximum number of customer are charge 700 rupees SBI Bank is 86.67% and 800-1000 rupees
charge are 11.66% of customer. The 1500 rupees or above charge 1.67% and 1000 to 1500 rupees are 0%.

39
Q24.Do you have any documentation problem of SBI Bank?

Particulars NO. of respondents percentages

Yes 0 0%
No 60 100%
Total 60 100%

NO. of respondents
Yes
0%

No
100%
Yes No

The all number of customer are respondence Yes because no one have documentation problem.

40
Q25.Do you want any improvement in the demat services of SBI Bank?

Particulars NO. of respondents percentages

Yes 51 85%
No 9 15%
Total 60 100%

NO. of respondents
No
15%

Yes
85%
Yes No

The number of customer are any improvement in the demat services of SBI Bank is yes in 85% and
number of customer are No in 15%.

41
 Chapter 5

Conclusions and suggestions

Conclusion

The Bank provide various demat services like Experience power demat, customer care, access
account online, online trading services charge, digitally signed statement.

The graduate people are highly invest in the share market.

The Bank should be charged high rate of amount in demat services.

The electronic form of share are Safer than a Physical certificate.

The Immediate transfer of securities.

The Reduction in paperwork involved in transfer of securities.

The No stamp duty on transfer of securities.

The Reduction in other transaction cost such as postage, courier, Xerox; delivery, fake securities,
delays, thefts, etc.

42
Suggestions

1. More relationship manager should be appointed to increase customer awareness.

2. Relationship manager’s support to the customer should be improved.
3. The SBI Bank is good in service but according to customer satisfaction the bank has to
provide the better service. And also change the Market strategy.
4. They should focus on print and electronic media advertisements to make more people
aware about them.
5. They should provide proper guidance to their customers aboutdemat.
6. They should provide should offers and facilities to their customers to increase their
attractiveness about demat.
7. For opening an account they require lots of signatures in a kit, which should be reduced
by SBI bank.

43
 Appendix

Questionnaire
Dear sir – madam
I miss Suneeta Damodar Mourya student of K.V Pendharar College,doing my
M.Com – Part II project. As a part of curriculum. I am conducting a survey an
“A study of Demat Services provide by SBI Bank” resing in Kalyan and
Dombivali city. I request you to kindly give you valuable time to fill this
Questionnaire. I assure you that the data provided by you will be kept confidential.
Personal Details
1.Age
20-30 30-40 40-50 50 and above
2.Gender
Male Female
3.Qualification
Under Graduation Graduation Post Graduation
Professional Qualification Any Other

4.Occupation
Business service Self-employed Profession

Any Other

5.Number of members dependent in family?

2 3 4 More
6.Marital status
Single Married Divorce
7.Annual income Per Year?
50,000 – 1Lakh 1Lakh-3Lakh 3Lakh-5Lakh

5Lakh and above

44
Details of Demat Services
8. Do you invest in securities markets?
Yes No
9.Are you aware online share trading?
Yes No
10. What is the amount charged to open your demat account?
500 Rupees 750 Rupees 1000 Rupees 1000 or above
11. How is the process for opening a demat account in SBI bank?
Easy Difficult
12. What document should be required to open the demat account?
PAN Bank statement Address Proof Aadhar card

Income tax returns Two colors photos Bank cross cheques

13. How you get to know about demat services provide by SBI Bank?
Own Decision Friend Family Member Advertisement

Employer Banks Marketing Executive Any other

14. How frequently do you trade in market?

Daily Once a week once a month occasionally
15.How older customer you are of the SBI Bank?
Less than 3 years 3 Years to 6 years 6 years or above
16. Will you like to get Demat Services with convenience, security and cost saving from SBI
Bank?
Yes No
17. What do you think the procedure for getting demat services in SBI bank?
Convenient Lengthy
18. Will you suggest to open an Demat account of SBI Bank?
Yes No

45
19. How do your subordinates react when a new service is introduced by your bank?
Very interested in the new service.

Somewhat interested in the new service.

Neither interested nor disinterested in the service.

Disinterested in the service.

Highly disinterested in the service.

20.The shares held by you are in which form?

Electronic form physical form

21.For Experience in the stock market?

Less than 3 years 3years to 5years 5years to 7 years

7years and above

22.How much are you satisfied with the Demat services of the SBI Bank?

Very Satisfied

Satisfied

Neither Satisfied nor Dissatisfied

Dissatisfied

Very Dissatisfied

23. What is the amount charged to SBI Bank per month for demat services?
700 rupees 800- 1000 rupees 1000-1500 rupees

1500 and Above

24. Do you have any documentation problem of SBI Bank?

Yes No
25. Do you want any improvement in the demat services of SBI Bank?
Yes No

46
 Bibliography
WWW.yourarticlelibary.com

WWW.Wikipedia.com

WWW.Sbi.co.in

WWW.Dematinfo.com

WWW.Investopedi.com

47