96785484 perception of customers shriram transport finance project report mba marketing

8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING

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CHAPTER-I

EXECUTIVE SUMMARY

OBJECTIVES OF THE STUDY:-

To know the perept!on o" #$to%er$ tow&r'$ SHRIRAM

TRA(SPORT FI(A(CE COMPA(Y to !%pro)e the *#&+!t, o"

$er)!e$

To know whether the #$to%er$ &re $&t!$"!e' w!th the pre$ent

$er)!e$ o" the o%p&n,

F&tor$ on$!'ere' !n $e+et!n. SHRIRAM TRA(SPORT

FI(A(CE COMPA(Y to t&ke "!n&ne "or HCV /Tr#k0

To $t#', the 1eh&)!o#r o" e2e#t!)e$ o" SHRIRAM TRA(SPORT

FI(A(CE COMPA(Y tow&r'$ #$to%er$

To $eek $#..e$t!on$ &n' op!n!on$ "ro% #$to%er$ re.&r'!n. the

!%pro)e%ent o" $er)!e$

BABASAB PATILBABASAB PATIL


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SCOPE OF THE STUDY:-

The study will help the company to know their awareness among the

consumers, the perception, brand position of the company.

The company can find out where their competitors stands in the minds

of the customers.

The study will help the company to make proper marketing strategy for

their weaker areas.

The study covers the customers owning HCV in Aligarh city.

3IMITATIO(S OF THE STUDY:-

Not single work is eception to the limitations every work has got its

own limitations, so due to time constraint, my study confines only to Aligarh

city and it is not possible to make etensive study. !t is assumed that the

sample selected represents entire population.



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RESEARCH METHODO3O4Y:-

D&t& $o#re :Pr!%&r, /F!e+' S#r)e,0

Seon'&r, '&t& /!nternet0

Are& o" Re$e&rh : A+!.&rh !t,

Re$e&rh !n$tr#%ent : 5#e$t!onn&!re

S&%p+e p+&n : Per$on&+ !nter)!ew

S&%p+e #n!t :

Tr#k owner$6 Tr&n$porter$

et

S&%p+!n. %etho' :

Str&t!"!e' R&n'o%

$&%p+!n.

S&%p+e $!7e : 89 #$to%er$

I(TRODUCTIO(



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"#$C#"T!%N %& C'(T%)#$( T%*A$+( (H$!$A) T$AN("%$T

C%)"AN -!)!T#+.

-ike any other &inancial products, sales of giving finance is largely dependent

on how well company plans out their marketing strategies which helps to

increase visibility and build a distinct brand image. -ooking at the intense

competition it is become very necessary for company to make a name for

themselves in consumers mind. (o the opinion of customers play an important

role in making marketing strategies. Hence this study will provide the

company to what customers perceive about (T&C. !t will also help to find out

the brand image of (T&C in the minds of customers.

!ndia is emerging as a global automobile giant. !n recent years this

industry has made pioneering efforts in adopting modern technology and

allowing the entry of foreign players. This is well supported by the economic

conditions particularly in the financial sector and in foreign direct investment.

+uring the last decade, conscious efforts have been made to finetune state

policy to enable the !ndian automobile industry reali/es its potential to the

fullest. The freeing of the industry from this restrictive environment has

helped it to itself to global development.



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!ncreasing competition as result of liberali/ation has led to continuous

moderni/ation as well as international standards. )oreover, auto finance with

aggressive marketing strategies has played a bid role in boosting the

automobile demand. Commercial vehicles, widely considered being the

economy0s barometer, have had a good start for the year.

The auto finance industry is epected to grow at 12.34 till 056. %f that

used vehicle finance is epected to grow at 784 p.a, while new car and 'V

would grow at 12.64 and 19.24.



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3ITERATURE REVIE

The world is full of stimuli. A stimulus is any unit of input affecting one or

more of the five senses sight, smell, taste, touch, hearing.The process by

which we select , organiseand interpret these stimuli into a meaningful and

coherent picture is called perception.

!n essence, perception is how we see the world around us and how we

recogni/e that we need some help in making a purchase decision. "eople

cannot perceive every stimulus in their environment. Therefore, they use

selective eposure to notice and which to ignore.

)arketers must recogni/e the importance of cues or signals, in

customers perception of products. )arketing managers first identify the

important attributes, such as price or :uality, that the targeted customers want

in a product and then design signals to communicate these attributes.

Customers also associate :uality and reliability with certain brand names.

Companies watch their brand identity closely, in large part because a strong

link has been established between perceived brand value and customers

loyalty.

C#$to%er Perept!on A#'!t$:



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#very time you lose a customer, there0s a reason why. +o you really know

what your customers think about your business, your offerings, or your

service; Are they having good or bad eperiences; Are you e:uipped with the

insight you need to improve customer satisfaction and loyalty, and make the

changes that matter; #ntrepreneurs are often too busy to really take the time to

tap into what customers are really thinking.


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depends the guarantee and warranty terms to which the customer is entitled. A

customer epects trouble free service during the guarantee period. Thereafter it

is epected that a product will last to its full productive life with minimum

down time and the vendor will provide the re:uired support service to ensure

the customer is not put to trouble.

&or adopting >apanese management or for customer oriented

management we should first have the willingness and a determination much

above the petty personal gains. !t needs an attitudinal change. -ooking

towards present socioeconomic and political conditions such change is not

foreseen in immediate future. )arket forces will have to play the game with

only customer in mind if !ndia has to make global presence. There is little time

in hand as we are having challenges from all sides. (mall nations like =orea,

Taiwan, (ingapore etc. have already surpassed us. These nations are working

on a vision and resultant plans. !t is the right time for market players to

pamper the customer. As the saying goes, the four deadly sins of corporate

managementcomplacency, blindness, megalomania, and greed. fit everything

else is overhead?.

$emember that a customer always buys a product or service with a lot

of epectations which he has derived from the promotional inputs of the



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company or other sources including wordof mouth . (o a customer would be

satisfied when "erformance is e:ual to #pectation while would not be

satisfied when "erformance does not match with #pectations. Now this

epectation is what has been derived from perception. "erception is not good

or bad, right or wrong, it is @ust the way someone @udges an eperience based

on their value system of what they believe should happen. (ince people are

uni:ue, each of their perceptions are uni:ue .%n the other hand each situation

is a point of contact with an employee that will tell the customer a truth

about the companyBs idea of customer service. #ach situation will create

epections of what the net eperience will probably be like.

STATEME(T OF THE PROB3EM:-



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The present day market is flooded with a variety of Non banking and

as well as banking financial institutions as many as if not more than

companies like (H$!$A) T$AN("%$T &!NANC# C%)"AN, Tata

&inance, (undaram finance etc. are marketing their products.

Time has become talk of the town therefore the customers give utmost

priority to those financial institutions which gives loans at lower rate of

interest, :uick loans, documentation, percentage of finance etc. which have

been eerting influence on the playing decision of the consumer.

The (H$!$A) T$AN("%$T &!NANC# C%)"AN is the largest

N


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The main purpose of the study is to understand the perception of customers

towards (H$!$A) T$AN("%$T &!NANC# C%)"AN which will help the

company to make proper marketing strategy to render good services and

satisfy the needs of the customers. The study will help the company to make

proper strategies and emphasi/e on their weaker areas.

SCOPE OF THE STUDY:-

The scope of the study covers the customers of (H$!$A) T$AN("%$T

&!NANC# C%)"AN and other competitive companies in Aligarh city

Truck owners, Transport companies etc.

OBJECTIVES OF THE STUDY:-



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; To know the perept!on o" #$to%er$ tow&r'$ Shr!r&% Tr&n$port

F!n&ne Co%p&n, 3!%!te' to !%pro)e the *#&+!t, o" $er)!e

To $t#', the 1eh&)!o#r o" e2e#t!)e$ o" SHRIRAM TRA(SPORT

FI(A(CE COMPA(Y tow&r'$ #$to%er$

8 To know the &w&rene$$ +e)e+ o" the #$to%er$ tow&r'$ SHRIRAM

TRA(SPORT FI(A(CE COMPA(Y

? To $eek $#..e$t!on$ &n' op!n!on$ "ro% #$to%er$ re.&r'!n. the

!%pro)e%ent o" $er)!e$

3IMITATIO(S OF THE STUDY:.

a.


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CHAPTER @ II

COMPA(Y OVERVIE:-

#stablished in the year 168G, the (hriram roup, comprising 8I5


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putting people first. This B"eople &irstB business philosophy has earned them

unstinted customer loyalty through many generations.

HISTORY A(D MI3ESTO(EJ

APRI3


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MAY


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VISIO(6 MISSIO( A(D VA3UES:

He+p!n. re&te we&+th6 E%power!n. peop+e thro#.h pro$per!t,6 P#tt!n.

peop+e "!r$t.

The (hriram roup set out with the ob@ective of reaching out to the

common man with a host of products and services that would be helpful to

him in his path to prosperity. %ver the decades, the roup has achieved

significant success in eecuting this ob@ective and has created a tremendous

sense of loyalty amongst its customers.

#fficiency in operations, integrity and a strong focus on catering to the

needs of the common man, by offering him high :uality and costeffective

products K services, are the values driving the organi/ation. These core values

are deeprooted within the organi/ation and have been strongly adhered to

over the decades.

The group prides itself on its perfect understanding of the customer.

#ach product or service is tailormade to perfectly suit the needs of the

customer. !t is this guiding philosophy of putting people first that has brought



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the roup closer to the grassroots and has made it the preferred choice for all

financing re:uirements amongst the customers.

(O(-BA(I(4 FI(A(CIA3 COMPA(Y /(BFC0 @ A 4E(ERA3

SCE(ARIO

Non


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i. A N


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enerally undertaken is Hypothecation funding. They are also taking

over an old highinterest loan and converting it into low interest loan.

Rep&,%ent:

!n general repayment period is of 9 G years, however depending on the nature

of the deal the tenure can vary from 3 35 months.

The repayment schedule K the amorti/ation schedule is sent on disbursement

of the loan.

Intere$t:

!nterest is charged on a flat rate based on the scheme applicable for the

particular product.

&A$) #'!")#NT -%AN(

&arm e:uipment loan has also a big chunk in the vehicle finance.

E+!.!1!+!t, :-

A.r!#+t#r&+ U$er$

Any individual aged above 71 years at the beginning of the tenure and below

3I years by the end of the tenureM involved in agriculture for the last I years.



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Having minimum 7 acres of land with its value at least twice the loan

amount.

(taying in the same place for at least 9 years.

Having an annual income e:ual to the yearly installment

)ortgage of land of 7 to 9 times of the loan amount

Co%%er!&+ U$er$

Any individual aged above 71 years at the beginning of the tenure and below

3I years by the end of the tenureM involved in business for the last 9 years.

%wns at least one tractor or commercial vehicle.

%wns either a house or an office or at least 7 acres of land.

Has a permanent phone connection either at office or at home.

Loan Amount:

The loan amount varies from customer to customer depending on the

valuation of the land being mortgaged, income of the customer and tenure

desired. A maimum of 1554 of the cost of the tractor, 8I4 of the cost of the

trailer and I54 of the cost of the implements is funded.

Do#%ent&t!on:

A.r!#+t#r&+ #$e

Application form with photograph of the customer and all co applicants

andLor guarantor.



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"erforma !nvoice of the asset to be funded from an authori/ed dealer.

-and records of the borrowerLs.

-and valuation and title search report of the land.

$esidence proof of the borrowerLs.

!dentity proof of the borrowerLs.

(ignature verification of the borrowerLs.

-oan agreement, duly signed by the applicants and guarantor.

7 ("+Cs(ecurity "ost +ated Che:uesD for entire tenure.

Co%%er!&+ U$e

Application form with photograph of the customer and all co applicants

andLor guarantor.

"roforma !nvoice of the asset to be funded from an authori/ed dealer.

"roof of !ncome any of the followingD J


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The rate of interest varies from customer to customer and depends on various

factors like land holding, loan amount, viability of the proposition and the

underlying collaterals provided.

Intere$t:

!nterest is charged on a monthlyL:uarterlyLhalfyearly reducing balance basis

as the case may be. #very installment that is paid has a component of principal

as well as interest. !nterest is charged on the principal outstanding after every

installment payment.

T*% *H##-#$(J

Two wheeler finance is comparably (imple, &riendly and uick.

-oan (chemes are available from $s.8I55L onwards to $s.1I5555L in easy

installments over a period of 3 to 93 months.

E+!.!1!+!t, Cr!ter!&:

1. (alaried !ndividuals

7. (elf #mployed !ndividuals

9. "ensioners, Housewives K (tudents

G. "artnership #ntities

I. "rivate -imited Companies

3. "ublic -imited Companies



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Intere$t r&te$:!nterest rate is charged on a monthly reducing balance .

Do#%ent$:

!dentity "roofs

$esidence "roof

!ncome "roof

"ost +ated Che:ues

Copy of Credit Card

CC billing statement


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)s. Akhila (rinivasan receiving the social responsiveness Award

instituted by


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• )icro O credit financing through self help groups for the marginali/ed

• #mpowerment and upliftment of women in villages.

OPRHA( A(D DESTITUTE CHI3DRE(:

To swiftly help the poor and the needy to be self reliant and live with dignity,

not charity. The primary focus and beneficiaries of the Trust0s activities are.

a. Abandond neglected and destitute children.

b. >uvenile delin:uents in need of care and protection.

c. Children of poor and illiterate parents.

d. +isadvantaged and marginali/ed section of women, particularly rural

women

MICRO CREDIT FI(A(CI(4 THROU4H SE3F-HE3P 4ROUPS

FOR THE MAR4I(A3IGED OME( I( VI33A4ES

a. -aunch of (hriram $ural +evelopment "ro@ect ($+"D to create and

develop

b. (ocial and human capital among the poor.

c. )icro credit financing through self help groups in 1I3 villages in Tamil

Nadu, Andhra "radesh and =arnataka.



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PRIMARY EDUCATIO( FOR THE RURA3 POOR:

The trust runs four schools in rural areas at Thiruneermalai, "allikaranai,

)oovarasampet in Tamil Nadu and inn "rakash Nagar, untur +ist. !n Andhra

"radesh. %ver 7555 children receive free education. (chools offer education

up to class V!! and student will progressively move up to higher secondary

level.

FUTURE P3A(S :

a. To start si primary schools for the rural poor in the villages of Andhra

"radesh.

b. overnment of Andhra "radesh to hand over 9.I acres of land to ((#T in

si districts.

c. !mmediate "lansJ to start two schools in Cudapah and untur districts in

>une 755I

3O(4 TERM BE(EFITS OF THE PRO4RAM:

a. $eduction in rural indebtedness

b.


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1. To enlarge the scope of micro credit financing activity through N


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7. -argest N


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THE 4ROUP COMPA(IES ATHAT CATER TO TRUC FI(A(CI(4

(EEDS A DIFFERE(T PARTS OF THE COU(TRY ARE

(hriram !nvestments -imited in the (outh (hriram Transport &inance

Company -imited in the *est (hriram %verseas &inance -imited in

NorthernL#astern regions in !ndia.

OUR E5UITY PART(ERS

Citicorp financial services -td. An arm citigroup has taken 1G.64 e:uity stake

in (hriram investments -imited and (hriram Transport &inancial Company

-imited in 7557.

&)% the +utch overnment owned financial services company has recently

picked up e:uity stake in (!- and (T&C. The company has etended a long

term debt of 3 million #uros each to the two companies.

$eliance Capital has also taken an e:uity stake in the two companies at a

premium.

.

A( OVERVIE OF THE SHRIRAM 4ROUP TRUC FI(A(CI(4

BUSI(ESS I( I(DIA

AREA OF OPERATIO( A33 I(DIA



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=CHIT FU(DS:-

(hriram chits O prosperity

(hriram chits is the largest chits fund in the country. *e have grown to

become a trusted household investment option. The growth registered by

(hriram Chits recent years not only indicated the usefulness of this savings

instrument, but is also a reflection our customers trust in.

Chits one of the earliest investment instrument known to man, were founded

by the enlightened communities of !ndia. These have, ever since, worked to

the advantages of communities that are batting scarce capital resource.

(hriram chits started its operations in the year 168G with a single branch that

has :uickly grown into trusted household name for making chits a viable form

of saving and borrowing to all sections of the social.

(hriram chits operates in four states. Tamil Nadu, Andhra "radesh, karnataka

and )aharastra, where has a reputation for timely disbursement of funds and

ecellent customer services which differen tiates it from other companies.

'sing state of the art computer systemsLnetworks and a transparent

accounting system, (hriram Chits have transformed this contemporary mehod

of savings into an attractive personalised to banking system.



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>4E(ERA3 I(SURA(CE:-

(hriram group has adopted a two strategy in this segment.

1.


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83IFE I(SURA(CE:-

The shriram group plans to enter the life insurance segment 5I. Am

application has already been filed with the !$+A for the same. *e are also

eploring the possibilities of collaborating with a foreign partner in this

venture. *e epect to be a ma@or player in this very fast growing sector, as a

natural corollary of business philosophy and epertise.

?STOC BROI(4:-

%ur stock broking arm operates under the insight share


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OR4A(ISATIO( CHART

BOARD OF DIRECORS

SHIRAM TRA(SPORT FI(A(CE COMPA(Y 3IMITED



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R Sr!'h&r M&n&.!n. D!retor

S Venk&t&kr!$hn&n E2e#t!)e D!retor

U%e$h 4 Re)&nk&r E2e#t!)e D!retor

RC Sekh&r D!retor

S R&n.&n&th&n (o%!nee o" C!t!orp F!n&ne /In'!&0 3t'

Dr T S Seth#r&thn&% (o%!nee o" IREDA +t'

Pr&k&$h

Co%p&n, Seret&r, Co%p+!&ne

O""!er

SAMP3I(4:

(ample plan to know the perception of customers in this pro@ect is through

personal interview.

SAMP3E U(IT:

! have taken the customers who are owning a truck or HCVD.



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SAMP3I(4 METHOD

! have used Non probability sampling i.e. (tratified $andom (ampling.

(ample si/e for this pro@ect is I5 customers who are truck owners.

RESEARCH DESI4(:

!n this research design of this pro@ect the study was conducted by the survey

method.

Taking sample of I5 customers owning trucks by commencing sampling using

the research instrument as the :uestionnaire.

"ersonal interview is considered as the sample plan.

&or this pro@ect area of research is Aligarh city.

DATA CO33ECTIO( METHOD:

! have collected the data from the following sourcesJ

A PRIMARY DATAJ

The data collected from the company persons.



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uestionnaires

B SECO(DRY DATA:

!nterviewing with the owners of trucks

!nternet

)aga/ines, Catloges, etc.

MEASURI(4 TOO3S:

&or preparing this pro@ect ! have considered :uestionnaire as measuring tool

for collecting the data.



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CHAPTER

III

RESU3TS A(D DISCUSSIO( ITH 4RAPHS A(D CHARTSJ

1D Do ,o# own & HCV

TableJ 9.1

Number of customers "ercentage

es 155 1554

No Nil Nil

Total 155 1554

The information presented in table9.1 reveals thatJ

⇒ Almost all respondents are owning Heavy Commercial Vehicle.

The same information is presented in the form of diagrammatically as

followsJ


CHAPTER - III


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= Are ,o# &w&re o" STFC

T&1+e:==



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Ye$ 155 1554

(o Nil Nil

Total 155 1554

The information presented in table 9.9 reveals thatJ

Almost all respondents are aware of (T&C .


followsJ



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>0 How '!' ,o# o%e to know &1o#t th!$ o%p&n,

T&1+e:=>

(ources Number of customers "ercentage

&riends 92 924

Agents 7G 7G4

Advertisements 97 974

%thers 3 34

Total 155 1554

The information presented in table9.G reveals thatJ

⇒ 924 respondents have bought finance from (T&C on the

advice of their friends.

⇒ 7G4 will seek the advice of agents.

⇒ *hile 34 from others and 974 on the basis of Advertisements.



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followsJ

8 Do ,o# .et the "!n&ne *#!k+, "ro% STFC

T&1+e:=8



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es 2G 2G4

No 13 134

Total 155 1554

The information presented in table9.I reveals thatJ

⇒ 2G4 respondents are in favour of :uick finance availability

from (T&C .

⇒ *hile remaining 134 of them are not in favour of :uick

finance.


followsJ



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?0 Are ,o# $&t!$"!e' w!th the 'o#%ent&t!on proe$$ &t STFC

T&1+e:=?


Highly (atisfied 72 724

(atisfied G7 G74

Neither satisfiedLdis

satisfied1G 1G4

+is(atisfied 1G 1G4

Highly dis(atisfied 7 74

Total 155 1554

The !n"or%&t!on pre$ente' !n t&1+e=? re)e&+$ th&t:-

⇒ 724 of the respondents are Highly (atisfied with the

documentation process at (T&C , G74 of the respondents are

(atisfied and from the analysis 1G4 of them are Neither

satisfiedLdissatisfied .

⇒ Nearly 1G4 of the respondents are dis(atisfied and 74 of

them are Highly dis(atisfied .



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The same information is presented in the form of diagrammatically

as followsJ



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0 Do ,o# re*#!re &n, h&n.e$ !n the 'o#%ent&t!on proe$$

T&1+e:=

(#%1er o" #$to%er$ Perent&.e

Ye$


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h&t 'o ,o# "ee+ &1o#t the !ntere$t r&te$ &t STFC

T&1+e:=

So#re$ (#%1er o" #$to%er$ Perent&.e

Ver, H!.h ;? ;?

H!.h >> >>

Mo'er&te => =>

3ow ? ?

Tot&+ ;99 ;99

The !n"or%&t!on pre$ente' !n t&1+e= re)e&+$ th&t:-

⇒ 134 of the respondents are in favour that interest rate at (T&C

is very high and GG4 of them are in favour of High rates.

⇒ *hile 9G4 of them are in favour of moderate interest rates and

34 for low interest rates.



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The $&%e !n"or%&t!on !$ pre$ente' !n the "or% o" '!&.r&%%&t!&++, &$

"o++ow$:-



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0 Are ,o# $&t!$"!e' 1, the perent&.e o" "!n&ne pro)!'e' 1,

STFC

T&1+e:=


Ye$

(o ;< ;


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;90 Are ,o# $&t!$"!e' w!th the $er)!e$ o""ere' 1, STFC

T&1+e:= ;9


Co%p+ete+, S&t!$"!e' ;9 ;9

S&t!$"!e' =< =


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The same information is presented in the form of diagrammatically

as followsJ



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;;0 h&t &re the "e&t#re$ th&t &ttr&te' ,o# to 1orrow +o&n

"ro% STFC

T&1+e:= ;;


-ow interest rates 3 34

#asy documentation 15 154

uick finance 2G 2G4

-ow #)! Nil Nil

Total 155 1554


⇒ 2G4 of the respondents are attracted by :uick finance.

⇒ 154 of the respondents for easy documentation.

⇒ *hile remaining 34 for low interest rates.


followsJ



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;


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T&1+e:= ;<


T&te ;< ;


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;= h&t !$ ,o#r e2per!ene when ,o# &ppro&he' the e2e#t!)e$

o" STFC "or "!n&ne o" HCV

T&1+e:= ;=


Ver, .oo' 77 774

4oo' G2 G24

(e!ther .oo'1&' 7G 7G4

B&' G G4

Ver, 1&' 7 74

Tot&+ ;99 ;99


⇒ 774 of the respondents are in favour of very good behaviour

from the eecutives of (T&C , G24 of them are in favour of

good behaviour.

⇒ 7G4 of them are in favour of Neither goodLbad.

⇒ *hile G4 of them are bad and 74 very bad.



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followsJ



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;> Are ,o#r *#er!e$ +e&re' *#!k+,

T&1+e:= ;>


Ye$ <


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;8 Are ,o# $&t!$"!e' w!th the rep&,%ent $,$te% o" STFC

T&1+e:= ;8


Ye$ ?> ?>

(o =? =?

Tot&+ ;99 ;99

The information presented in table9.1I reveals thatJ

⇒ 3G4 of the respondents are (atisfied with repayment system at

(T&C.

⇒ *hile remaining 934 of them re:uires changes in repayment

system.


followsJ



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;? Do ,o# reo%%en' STFC to other$

T&1+e:= ;?


Ye$ ? ?

(o =< =


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; Do ,o# w&nt to t&ke "!n&ne !n ne&r "#t#re "ro% STFC

T&1+e:= ;


Ye$ ?9 ?9

(o >9 >9

Tot&+ ;99 ;99


⇒ 354 of the respondents wants to take finance in near future from

(T&C.

⇒ *hile remaining G54 of them are not in favour of taking finance

from (T&C .


followsJ



64/70

CO(C3USIO(

-ess than anticipated growth in the face of intensifying competition and rising

costs, can hardly be epected to get the company foaming.


65/70

SU44ESTIO(S

The firm should tap the untapped locations K market. This will help

them in increasing the business. $ural places are advised

The company should bring down their interest rates compared to other

competitor rates.

The (T&C should increase their sei/ing period from 9 months to G

months during slack season if the customers fails to pay their

instalments.

The (T&C should maintain consistency in customer satisfaction level

in future also.

The brand awareness campaigns should be conducted. The firm should

work on its Advertisements.

Number of customers complaints should be reduced, because always

cost is associated in solving these problems.



66/70

CHAPTER->



67/70

5#e$t!onn&!re

+ear (irL)adam,

1.+o you own a HCV;

es Q R No Q R

7. (ource of finance for your HCV;

Coop banks Q R (T&C Q R Tata finance Q R %thers Q R

9. Are you aware of (T&C;

es Q R No Q R !f no go to uestion NoJ 18 D.

G. How did you come to know about this company;

&riends Q R Agents Q R (elf eperience Q R %thers Q R

I. +o you get the finance :uickly from (T&C;

es Q R No Q R

3. Are you satisfied with the documentation process at (T&C;

(trongly dis satisfied Q R +issatisfied Q R Neither satisfiedL +issatified Q R (atisfied Q R (trongly(atisfied Q R

8. +o you re:uire any changes in the documentation process;

es Q R No Q R !f es specify SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS.



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2.*hat do you feel about the interest rates at (T&C;

Very High Q R High Q R )oderate Q R -ow Q R

6. Are you satisfied by the percentage of finance provided by(T&C;

es Q R !f No specify SSSSSSSSS.

15. Are you satisfied with the services offered by (T&C;

(trongly dis satisfied Q R +issatisfied Q R Neither satisfiedL +issatified Q R (atisfied Q R (trongly(atisfied Q R

11. *hat are the features that attracted you to borrow loan from(T&C;

-ow interest rates Q R uick finance Q R #asy documentation Q R -ow #)! Q R

17. How do you rate (T&C with respect to other finance companies 1 being highest and 3 being lowestDL

1 Q R 7 Q R 9 Q R G Q R I Q R 3 Q R

19. *hat is your eperience when you approached the eecutives of (T&C for finance of HCV;

Very ood Q R ood Q R Neither oodL


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70/70

NameJ SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS

AddressJ SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS

%ccupationJ SSSSSSSSSSSSSSSSSSSSSSSSSSSSS

Annual !ncome SSSSSSSSSSSSSSSSSSSSSS

enderJ )ale Q R &emale Q R

KK Th&nk Yo# KK

96785484 perception of customers shriram transport finance project report mba marketing

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