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1

Introduction

Fullerton India Credit Company Limited(FICCL) is a Non Banking

Finance Company (NBFC) with an “A” category license, issued by the

Reserve Bank of India. It is a subsidiary of “Fullerton Financial Holdings

Pvt. ltd.” a wholly owned subsidiary of the US $100 Billion Temasek

Holdings, Singapore. Fort Fullerton, named after Governor Robert

Fullerton, was created to protect Singapore. Singapore was then known as

Temasek - the 'sea town'. Parent company, Temasek Holdings,

incorporated in 1974, is one of Asia's biggest investment firms, with a

diversified US $134 Billion portfolio, spanning various industries.

Financial services is one of the key focus area of Temasek. Carrying

forward this legacy, Fullerton India is deeply committed to provide

quality financial services to the growing Indian masses.

The Company was established in 1994. In December 2005, the

Management of this Company changed, with an investor making an

investment in the equity capital of this Company under the Foreign Direct

Investment Policy. 99.99% of the share capital of FICCL is held by

Angelica Investment Pte. Ltd., Singapore. Then they began their

operations with new management in India in January 2006. The new

management team is headed by a professional CEO and Managing

Director, supported by a team of professionals, with expertise in area of

Consumer Finance, Middle market lending and SME businesses. These

professionals have worked in various Banks and Financial institutions,

and have good commercial experience.



2 The company operates on a wide range of financial products and services

for customers related to the retail markets and commercial mass markets.

The company provides financial support to its clients through basically

two policies namely Fullerton India Parivaar and Fullerton India Vyapar.

Fullerton India Parivaar provides financial security to salaried individuals

where as Fullerton India Vyapaar offers financial support to people

involved in small-scale businesses or firms of their own. The company

follows a customer centric, community based business model, and is

committed to provide quality financial services to the growing Indian

masses. The Company believes in a branch centric community led

relationship based approach in meeting customer needs rather than using

the services of a third party or a vendor such as Direct Selling Agents.

Under the organizational structure, the Company has in each of its

branches, a team of Relationship Managers and Officers who meet

customers to understand their business or profession and credit

requirements.



3

Board of Directors

Francis Andrew Rozario Chairman

Nihal Kaviratne CBE Julio Francis Ribeiro

Independent Director Independent

Director

S N Menon Parvez Vajifdar

Whole Time Director Independent

Director

Rajeev Kakar Thomas Sodano

Director Director

SNG Seow Wah Cheo Hock Kuan

Director Director

Jovasky Pang Archana Parekh

Director Alternate

Director

to Ms. Cheo Hock Kuan



4

Products Offered by the Company

The Company being in the financial sector provides Loans and

financial services to customers such as Individuals, Professionals,

Partnership firms, Sole proprietorship and Small and Medium companies.

To service its customers, the Company has two major divisions Vyapaar

and Parivaar.

Parivar : This business vertical is dedicated to address the

unique requirements of the Salaried Individuals. A national network

of Parivaar branches, caters to this segment exclusively.

Vyapaar : This business vertical is dedicated to meet the

unique requirements of Small sized Shop-owners &

Entrepreneurs. A national network of Vyapaar branches, caters to

this segment

Fullerton India Parivaar

Fullerton India Parivaar has introduced a new concept in the Indian

market. The company have branches, which cater only to the specific

needs of Salaried Individuals. Its Parivaar branches provide customized

products and solutions, especially designed keeping in mind the unique

circumstances and requirements of this segment.

The Parivaar Loans cover a wise range of products, which include:

Unsecured Personal Loans

Secured Loans

Home Finance

Home Equity Loans



5

Unsecured Personal Loans

An unsecured loan is a loan that is not backed by collateral, it is also

known as a signature loan or personal loan. Unsecured loans are based

solely upon the borrower's credit rating. An unsecured loan is considered

much cheaper and carries less risk to the borrower.

Types of Unsecured loans

There are three types of unsecured loans:-

First is a personal unsecured loan, which means a loan that, a

person individually responsible for the repayment.

Second is an unsecured business loan, which leaves the business

responsible for the repayment.

Third is an unsecured business loan with a personal guarantee. In

this type of unsecured loan the borrower is the business, but

guarantor will be the payer if the business defaults to pay the loan.

Secured Loans

A secured loan is a loan in which the borrower pledges some asset

(e.g. a car or property) as collateral for the loan, which then becomes a

secured debt owed to the creditor who gives the loan. The debt is thus

secured against the collateral. In any event if the borrower defaults to

repay, then the creditor takes possession of the asset used as collateral

and may sell it to satisfy the debt by regaining the amount originally lent

to the borrower. There are two purposes for a loan secured by debt. In the

first purpose, by extending the loan through securing the debt, the

creditor is relieved of most of the financial risks involved because it

allows the creditor to take the property in the event that the debt is not

properly repaid. In exchange, this permits the second purpose where the



6 debtors may receive loans on more favorable terms than that available for

unsecured debt, or to be extended credit under circumstances when credit

under terms of unsecured debt would not be extended at all. The creditor

may offer a loan with attractive interest rates and repayment periods for

the secured debt.

Home Equity Loan

A home equity loan (sometimes abbreviated HEL) is a type of loan

in which the borrower uses the equity in their home as collateral. These

loans are sometimes useful to help finance major home repairs, medical

bills or college education. A home equity loan creates a lien against the

borrower's house, and reduces actual home equity.

Types of Home Equity Loan

Closed end home equity loan : The borrower receives a lump sum

at the time of the closing and cannot borrow further. The maximum

amount of money that can be borrowed is determined by variables

including credit history, income, and the appraised value of the

collateral, among others. It is common to be able to borrow up to

100% of the appraised value of the home, less any liens, although

there are lenders that will go above 100% when doing over-equity

loans. However, state law governs in this area; for example, Texas

(which was, for many years, the only state to not allow home

equity loans) only allows borrowing up to 80% of equity.

Closed-end home equity loans generally have fixed rates and can be

amortized for periods usually up to 15 years. Some home equity loans

offer reduced amortization whereby at the end of the term, a balloon



7 payment is due. Paying above the minimum payment or refinancing the

loan can avoid these larger lump-sum payments.

Open end home equity loan : This is a revolving credit loan, also

referred to as a home equity line of credit, where the borrower can

choose when and how often to borrow against the equity in the

property, with the lender setting an initial limit to the credit line

based on criteria similar to those used for closed-end loans. Like

the closed-end loan, it may be possible to borrow up to 100% of

the value of a home, less any liens. These lines of credit are

available up to 30 years, usually at a variable interest rate. The

minimum monthly payment can be as low as only the interest that

is due.

Typically, the interest rate is based on the Prime rate plus a margin.

Fullerton India Vyapaar strives to improve the business and lives of the

small business community. Their business is focused only on small

establishments with a turnover of less than Rs.25 Million p.a.

Fullerton India Vyapaar

India has a large self-employed population running small and basic

businesses. When these businesses need financial support to grow and

realize their full potential, the limited access to organized finance

becomes a big retardant in their growth. For a country with India's depth,

the next level of growth will come only if basic businesses (the mass

market) graduate to the next level of empowerment and self-sufficiency.

Fullerton India Vyapaar strives to improve the business and lives of the

small business community. Our business is focused only on small

establishments with a turnover of less than Rs.25 Million per annum.



8

The key elements are as follows:

The business envisages setting up branches with employees deal-

ing directly with the customers. This offering has elicited an en-

thusiastic response from our customers as it gives higher degree of

transparency and faster value delivery.

The relationship model includes a deep assessment of a cus-

tomers' business resulting in an omnibus facility with a flexible

combination of usage in parts, flexibility between a combination of

short and long tenures, and from unsecured to partially secured and

fully secured facilities. The facility set up for a customer is based

on his risk profile, repayment capacity, as well as proposed expan-

sion plan. A Relationship Officer is assigned to address incremen-

tal product needs, as well as for service requirements, through a

process of continuous engagement. The business strives to deliver

lifelong financing support and regular facility enhancement, based

on business growth.

Company understand that smaller customers do not create a distinction

between personal borrowing and business borrowing, the facility is de-

signed to cover both needs.

1. Businesses are built on people, and the company hires rele-

vant local talent to serve the market, so that there is a connect be-

tween the employees and customers.

2. The business wishes to bring a full service proposition en-

compassing loans and liabilities to the small business owners. Be-

sides the variety of loans, life insurance has been introduced

which will also be delivered through the branch based Relationship

Officers.

3. The business uses advanced technology tools to record cus-

tomer history, and leverage track record to enhance credit exposure

in line with the customer business cycle. This ensures continuous

support through seasonal peaks.



9

4. Value to customer

Relationship Approach of the Company

The Company believes in a branch centric community led

Relationship based approach in meeting customer needs rather than using

the services of a third party or a vendor such as Direct Selling Agents.

Under the organizational structure, the Company has in each of it’s

branches, a team of Relationship Managers and Officers who meet

customers to understand their business or profession and their credit

requirements. Both the Vyapaar and Parivaar divisions of the Company

leverage the relationship approach in establishing a credit relationship

between the Company and the borrower. Loans are granted on the basis

of completed applications, completing the Know-Your-Customer (KYC)

norms, discussion with the customers about the terms of their loan, rate of

interest, repayment arrangement, etc. The branch only services customers

in a limited area around the physical location of the branch.

The Company’s general policy is to be reasonable, transparent and fair

with its customers.

The Company follows established procedures, understands customer

requirements and is reasonable in all its dealings with customers. The

design of the application forms and the relationship based processes, are

to make sure that the Company is transparent in its dealings and

transactions. It is with this in mind that the Company has set up the

following guidelines as a Fair Practices Code in dealing with its

customers.



10

Some of the key advantages of entering into a relationship with

Fullerton India are:

Company’s biggest proposition is our customer focus, both, in prod-

uct design/ customization and service. As an organization, we are

structured not around products but along customer segments. We have

separate verticals for the Salaried Individuals (Parivaar) and for Small

sized shop owners & Entrepreneurs (Vyapaar).

This model lends itself to better understanding of customers' financial

situation and for a better products offering to them. With this holistic

understanding of customers, company is also able to combine se-

cured and unsecured products and structure the loan in a manner,

which is ideally suited to meet individual customer requirements.

Company employed Relationship Officers service the needs of the

customers. There are no agents or other intermediaries, coming in be-

tween the customer and us. These Relationship Officers are the end-

to-end solution providers and act as a single point of contact" for all

Product, Process and Service related needs of the customer.

Branches do business only within a 5 km radius. Customers' office or

residence has to be within the branch coverage area. This closer prox-

imity of customers to branches, ensures better understanding of their

local environment and immediate situation.

In a nutshell, the key values which Fullerton India bring to the table are:

Simplicity - Easy to understand, simple processes and standard documen-

tation

Speed - Average turnaround time in loan processing is just two days

Neighborhood financing - Branches are located not more than 5 km



11

away from our customers

One Stop Shop - For all financial requirements

Fair Practices Code and Guidelines in Company

The following are the guidelines as a fair practices code in dealing with

its customer.

The current application forms capture full details of the customer

i.e. age, profession, business, office & residential address, income

details and other requirements. The application forms indicate the

criteria for minimum and maximum finance available for personal

loans, automobile loans. The application forms specify the

documentation requirements in addition to initial scrutiny of

documents submitted. The Company may call for additional

documents for verification purposes. The application forms are

numbered and one section of the form is given back to the

Customer as an acknowledgement. The Company keeps a record

of acceptance of terms and conditions by keeping the original

agreements signed by the customer and provides a copy of the

Agreement or terms and conditions to its customers.

All applications are verified and processed within a reasonable

period of time. All applications would go through a De-duplication

and Fraud Check though internally established procedures of the

Company, before loans are processed or approved. The

applications which do not satisfy the De-duplication or Fraud

Check criteria, would be automatically rejected. Documents

needed from the customers will be collected before disbursement

of loan.



12

The terms and conditions of the loan are clearly mentioned in the

Loan Agreement. The Loan Agreement would specify the tenure,

the amount of the loan, applicable rate of interest, the Equated

Monthly Installment (EMI) payments and other fees charged by

the Company. Processing fee, if collected would be clearly

mentioned to the customer. A Welcome Letter is also sent to our

customers with Key details & Repayment Schedule which

mentions the EMIs, split by Principal and Interest components.

In the event that the loan is rejected, the Company would

communicate to the Customer verbally or in writing about the

rejection. The Relationship Managers/ Officers are empowered to

convey the information of the rejection of the loan verbally.

Customers at the time of disbursement of loan are advised about

facilities available to them and repayments they need to make

from time to time. In any event the Company undertakes to give

full details of the loan, its current status, monthly or quarterly

repayments required from time to time on the basis of request

made by the Customers.

The Company would release all the securities to the customer once

the loan is repaid and no dues are outstanding to the Company.

In case of request of a transfer of a loan account from one

borrower or a lender to another Company or a Bank, the transfer

would be completed within 21 days of such a request, provided the

customer pays interest and all Company dues up to date.



13

As far as recoveries of loans are concerned the Company would

follow its own Collection Policy and procedure which is designed

to be customer friendly. Under the Company’s collection policy

detailed guidelines are laid down for following the Code of

Conduct, with delinquent customers. Our collection procedures

are constantly checked from a customer’s point of view.

The Company has a detailed policy on customer satisfaction and

complaints received. As part of the Customer satisfaction

assessment, detailed analysis of customer preferences and their

grievances or responses are taken into account in improving our

operations constantly. The Branch Manager personally attends to

complaints received and resolutions are tracked by centrally by the

Corporate Office in Mumbai. All grievances and complaints and

resolutions made are presented regularly to the Board of Directors

for their review.



14

Fullerton India's Propositions and Values

The biggest proposition of Fullerton India is customer focus, both,

in product design/ customization and service. As an organization,

they are structured not around products but along customer

segments. They have separate verticals for the Salaried Individuals

(Parivaar) and for Small sized shop owners & Entrepreneurs

(Vyapaar).

This model lends itself to better understanding of our customers'

financial situation and for a better products offering to them. With

this holistic understanding of the customers, the company is also

able to combine secured and unsecured products and structure the

loan in a manner which is ideally suited to meet individual

customer requirements.

The company employed Relationship Officers to service the needs

of the customers. There are no agents or other intermediaries,

coming in between the customer and the company. These

Relationship Officers are the end-to-end solution providers and act

as a single point of contact" for all Product, Process and Service

related needs of the customer.

The branches do business only within a 5 km radius. The

customers' office or residence has to be within the branch coverage

area. This closer proximity of the customers to the branches

ensures better understanding of the local environment and



15 immediate situation.

The company participates actively in serving the community in and

around the vicinity of their branch. The interest of company in the

locality extends beyond just a business relationship. The company

believes in participating in other aspects of development of the

community as well.

The business envisages setting up branches with employees dealing

directly with the customers. This offering has elicited an

enthusiastic response from customers as it gives higher degree of

transparency and faster value delivery.

The relationship model includes a deep assessment of a customers'

business resulting in an omnibus facility with a flexible

combination of usage in parts, flexibility between a combination of

short and long tenures, and from unsecured to partially secured and

fully secured facilities.

The facility set up for a customer is based on his risk profile,

repayment capacity, as well as proposed expansion plan. A

Relationship Officer is assigned to address incremental product

needs, as well as for service requirements, through a process of

continuous engagement. The business strives to deliver lifelong

financing support and regular facility enhancement, based on

business growth.



16 Businesses are built on people, and the company hires relevant

local talent to serve the market, so that there is a connect between

the employees and customers.

The business wishes to bring a full service proposition

encompassing loans and liabilities to the small business owners.

Besides the variety of loans, life insurance has been introduced

which will also be delivered through the branch based Relationship

Officers.

The business uses advanced technology tools to record customer

history, and leverage track record to enhance credit exposure in line

with the customer business cycle. This ensures continuous support

through seasonal peaks.



17

Research Methodology

Research Methodology is a way to systematically solve the

research problem. The Research Methodology includes the various

methods and techniques for conducting a Research.

Sampling Plan – Sampling can be defined as the section of some part

of an aggregate or totality on the basis of which judgment or an inference

about aggregate or totality is made. The sampling plan helps in decision

making in the following areas:

Sample size – Sample size refers to the total numbers of items

about which the information is desired. The sample size of the

study is 100.

Data Collection - Information has been collected from

Primary data.

Primary Data – Primary data are those, which are collected for the

first time, and thus happen to be original in character. Primary Data has

been collected in this study by conducting survey through Questionnaire.

Details:

Size of Data : 100

Area : Jodhpur

Type of Data : Primary

Respondent : Customers



18 Objectives of the Study

The study was conducted to aiming at fulfilling the following objectives:

To find the preferences of customer regarding various types of

loan: This objective focused on the judgment of customer

preferences regarding various types of loan provided by Fullerton

India such as Secured Loan, Unsecured loans and Home Equity

Loan. The result of this objective will provide the most preferable

type of loan among various types of loan provided by Fullerton

India. So this objective will help the company to Focus on most

customer’s preferable area.

To know the amount of loan generally availed by the respondents:

This objective include the study of the amount of loan which is

generally borrowed by the customers.

To study the advertising effectiveness in creating awareness among

the public. This objective will help to judge the effectiveness of

advertising strategy used by Fullerton India to create the awareness

among the potential customer about the products and services

offered by the company.

To study the satisfaction level of customer regarding different

loans schemes provided by Fullerton India Credit Company Ltd:

The final objective of the research is to study the satisfaction level

of the customer who borrowed fund under particular scheme

offered by Fullerton India.



19

Analysis of Data

This research is based on primary data i.e. collected through primary

sources. The primary data is collected with the help of questionnaire

survey.

The analysis of primary data includes the analysis of data collected

through questionnaire. The analysis of Primary Data is as follow:-

Age 18-28yrs 28-38 yrs 38-50 yrs More than 50

Percentage 30% 26% 24% 20%

1. Age of the Respondent

The respondent of research comprises of 30% of 18-28 years, 26% of 28-

38 years, 24% of 38-50 years and 20% of more than 50 years. This

classification of age group is required to know the perception of person

for taking loan at different stage of life. Generally, Fullerton India

provides loan to salaried individuals and new entrepreneurs, therefore

sample size is consists 56% of respondents lies between the age group of

18 to 38years. After setting the age group composition for survey the next

parameter for differentiating respondent is Income level.



20

Percentage

0%10%20%30%40%

18-28yrs

28-38yrs

38-50yrs

Morethan50

Percentage



21 2. Annual Income of the Respondent

Income Below1Lac 1-2 Lac 2-5 Lakh Above 5 Lakh

%age 15% 40% 35% 10%

Second classification of respondent is based on the basis of their annual

income. This classification is done to know that mostly which income

level people have more demand for loan. This research is targeted to

know the demand of loan by salaried individual and small entrepreneurs,

therefore the sample size consists of 15% Lower Income level and 40%

middle income level for judging the demand of salaried individual and to

judge the demand of small entrepreneurs the sample size consists of 35%

upper middle income level and 10% that are having annual income more

than 5 lakh.

Percentage

0%10%20%30%40%50%

Below 1Lakh

1-2Lakh

2-5Lakh

Above 5Lakh

Percentage



22 3. Occupation of the Respondent

Occupation Government

Employee

Private Employee Businessman

Percentage 30% 25% 45%

The third important consideration, which helps to identify that whether

the respondent is a salaried individual or small entrepreneur. The

occupation comprises of Government Employee, private employee that

fall into salaried individual category and third component of occupation is

Businessman, which indicate small entrepreneurs. The weight provided to

salaried individual i.e. to Government and private employee is 55%

because Fullerton offered more products to this category and for small

entrepreneurs the weight assigned is 45% ,

Government Employee30%

Private Employee25%

Businessman45% Government Employee

Private Employee

Businessman



23

4. From which source you knew about the various schemes of

Fullerton India?

Sources News Paper Television

Media

Internet Friends

Percentage 44% 12% 20% 24%

This question is asked in order to know the effectiveness of the

advertisement strategy adopted by Fullerton India. The result found by

the survey shows that most of the customer knew about the various loan

schemes through newspaper & internet. Therefore company can make

more use of the newspaper and Internet to increase its customer base.

Secondly the company also getting the benefit of its existing customer to

advertise its product, because 24% of customer knew about the schemes

of Fullerton India through their friends who had taken loan from

Fullerton India.

Fullerton India is not making use of Television media frequently because

it is very costly; therefore resultantly it contributed only 12% in creating

the awareness among the customer regarding various schemes of

Fullerton India.



24

Percentage

0%10%20%30%40%50%

NewsPaper

TelevisionMedia Internet Friends

Percentage



25

5. Which type of loan you availed from Fullerton India?

Types Secured

Loan

Unsecured

Loan

Home Loan Home

equity loan

Percentage 42% 18% 28% 12%

The most preferred loan by customer is secured loan. This loan is easily

available to customer because there is less risk faced by Fullerton in

giving this type of loan as it is secured by some assets of customer.

Second more preferred loan than secured loan is Home loan which is

availed by 28% of customer other loan are availed by 18% and 12% of

sample size.

Secured Loan42%

Unsecured Loan18%

Home Loan28%

Home equity loan 12%



26 6. Through which scheme of Fullerton India you availed loan?

Type Parivaar Vyapaar

Percentage 62% 38%

The Fullerton India offers different types of loans under two main

schemes that are Parivaar and Vyapaar. The Parivaar scheme is for

salaried individual where as Vyapaar scheme available for entrepreneurs.

The result of survey shows that most of customer availed loan under

parivaar scheme i.e. 62% as compare to Vyapaar. Therefore it shows that,

the salaried individual are more important for company, so the company

is require to focus on this core product and simultaneously it require to

improve the promotion of its Vyapaar scheme to attract more customers.

Percentage

0%

20%

40%

60%

80%

Parivaar Vyapaar

Percentage



27 7. What is your amount of loan?

Amount of Loan %age of Respondents

0 - 2,00,000 28%

2,00,000-5,00,000 45%

5,00,000-10,00,000 32%

10,00,000 or more 5%

This question is asked to know that generally how much amount of loan

is availed by the customer. The result of survey shows that 45% customer

availed 2 lakh to 5 lakh loan, 32% availed 5 to 10 lakh, 28% availed loan

up to Rs 2lakh and there are very less customer who availed loan more

than 10 lakh. So the Fullerton India is famous for medium loan, but there

are very less number of customer for large amount loan.

%age of Respondents

0%10%20%30%40%50%

0 -2,00,0002,00,000-5,00,0005,00,000-10,00,00010,00,000or more

%age ofRespondents



28

8. What is the repayment period of your loan?

Number of Years Percentage of Respondents

Below 2 Years 19%

2-5 Years 43%

5-10 Years 28%

More than 10 Years 10%

The profit of the company depends on the repayment period, because

if the repayment period is long than customer will pay interest for long

period so it beneficial for company to issue loan for long repayment

period. In the survey it was found that 19% customer availed loan for

maturity period less than 2 years, 43% of customer availed loan for 2

to 5 years, 28% availed for 5 to 10 years and only 10 % availed for the

repayment period more than 10years. The most preferred repayment

period is 2 to 5 years. The company will earn more sustainable profit

for long period if it increases the customer who avail loan for long

maturity period, therefore the company need to formulate some

attractive scheme to attract the customer towards long repayment

period loan.



29

Percentage of Respondents

0%10%20%30%40%50%

Below 2Years

2-5Years

5-10Years

Morethan 10Years

Percentage ofRespondents



30

9. Are you satisfied with the rate of interest charge by Fullerton

India?

Yes No

67% 33%

The Fullerton India charging different rate of interest for different type of

loan. The rate of interest of unsecured loan is quite high because of risky

nature whereas secured loan is available at less rate of interest. Therefore

there are some customers who are not satisfied with the rate of interest.

The sample size consists of 67% customers who are satisfied with the rate

of interest charging by Fullerton India and only 33% are unsatisfied.

0%10%20%30%40%50%60%70%80%

Yes No

Series1



31 10. What are the main factors which persuade you to avail loan

from Fullerton India?

Factors No. Respondents

Easy Repayment 19%

Easy Documentation 26%

Attractive Rate of Interest 29%

Quick Processing 17%

Others 9%

This question is considered to know that which service of Fullerton India

attract more and more customer. The result shows that an attractive rate

of interest is the most important factor responsible for attracting customer

toward Fullerton India, then easy documentation, easy repayment and

quick processing is also work as supplement to attract customer for

availing loan from Fullerton India. Only 9% customers are fall in the

category of others who availed loan due to the references of some person,

such as friends and relatives.



32

No. Respondents

0%10%20%30%40%

EasyRepayment

AttractiveRate ofInterest Others

No. Respondents



33 11. What grade you will assign to the services of Fullerton India?

Grades Excellent Very

Good

Good Fair Poor

Percentage 12% 47% 31% 6% 4%

This result shows the perception of different customer toward services of

Fullerton India. The 12 % customer thinks that the service delivery of

Fullerton India is excellent whereas 47% thinks its service delivery is

very good, 31% thinks that services delivery is only good and 6% thinks

that the service delivery of Fullerton India is fair, but as nobody can

satisfy everyone at same time, so this is same for Fullerton India,

4%customer are not satisfied with the services of Fullerton India.

Percentage

0%10%20%30%40%50%

ExcellentVery Good

Good Fair Poor

Percentage



34

Findings of the Study

From this study it is clear that 62% of the respondents have

taken loan under parivaar scheme and only 38% taken loan

under Vaypaar scheme. Therefore it shows that Fullerton

India is favourable in short term loan segment which is

provided by Fullerton India under Parivar scheme and

especially for salaried individual. From the above study it is

clear that majority of the respondents got aware of different

loan scheme provided by Fullerton India through

Newspaper. Therefore company is require to advertise its

schemes more frequently in News paper which will help

company in getting more new customers.

The study depicts that most of the respondents availed loan

of amount ranging from Rs.2-5- Lakh. Therefore, if Fullerton

India introduce more scheme under this range to meet the

different demand of customers.

The study depicts that mostly the respondents preferred the

loan having repayment period from 2-5. Therefore the

company needs to add some more benefits to the long term

period loan so that the demand of long term loan will increase

which increase the profit of company, because as the

repayment period is long than the source of income (Interest)

is sustain for long period.



35

Most of the people are satisfied with the rate of interest

charged and by Fullerton India.

Fullerton India mostly disbursed loan as secured loan, this

will provide the safety and it will avoid the increasing

number of Non-performing asset and bad debts.

Customers are the main source of new ideas, and thus their

suggestions are vital for every Company. From the above

figure it is clear that majority of the respondents are satisfied

with the services of their present bank so they do not want

any change in the rate of interest and services, but no one can

satisfy everyone at same time, Fullerton having respondents

who are not satisfied with rate of interest and services of

Fullerton India.



36

Suggestions

The following suggestions have been formulated on the basis of above

study. These set of suggestions might help the Fullerton India to improve

the quality of service regarding loan provisions and simultaneously these

suggestions help the Fullerton India to tackle the competition prevailing

in the market, thereby achieving success in the future.

Firstly Fullerton India should create awareness among the

common public about the various loan schemes of they are

providing.

In order to create awareness regarding the loan schemes an

electronic medium of media can put to use to advertise about

the schemes and services provided by Fullerton India. This

would help to change the attitude of the people regarding the

Fullerton India.

The interest rates should be regularly revised in order to attract

more and more customer. Some new plans should be introduced

regularly to cater the special needs of customer which provides

them more offerings and benefits.

New strategies should be made by the company which enables

them to face the competition with other private leading Non

Banking Financial companies.



37 The company needs to focus more on providing value added

services to its customer. This will create Brand loyalty among

customer which indirectly attract more and more customer

because a satisfied customer will always bring two more new

customers.

The management of company should be more efficient which

enables in quick processing of the task regarding loans

disbursement and loan collection, this will enable efficiency in

the working capital cycle of the company.

There should be customer relationship management concept in

the company which help the company to understand the special

need of customer. Accordingly company formulate schemes

should be maintained.

The Fullerton India need to concentrate on new target market by

expanding its business through introducing new loan schemes

and services. Currently the company is proving loans under

main two category i.e. Parivaar and Vyapaar so, it looks limited.

Therefore the company needs to introduce new schemes to enter

in to new target market.



38

Limitations of the Study

o Time limit is the major constraint.

o Some respondents refuse to co-operate.

o Some respondents replied half heartedly

o Some respondents gave incomplete information.



39

SWOT Analysis of Fullerton India

Strength:

Multi-branches all over India

Strong bench of Relationship Officers

Weakness:-

High interest rate

Poor advertising

Lack of popularity amongst masses.

Opportunities:-

Can convert itself into bank possibly through a joint venture

Threats

Presence of competitors like Barclays, Citi Finance,etc.



40

BIBLIOGRAPHY

www.fullertonindia.com/

www.rbi.org.in/scripts/BS_NBFCList.aspx

www.wikipedia.org/wiki/NBFC_%26_MFI_in_India

http://www.deal4loans.com/fullerton-personal-loan-

eligibility.php



41

Appendix : Questionnaire

Name:

Address :

Contact No:

1. Age of the Respondent:-

a. 18-28yrs □ b. 28-38 yrs □

c. 38-50 yrs □ d. More than 50 □

2. Annual Income of the Respondent:

a. Below 1 Lakh □ b. 1-2 Lakh □

c. 2-5 Lakh □ d. 2-5 Lakh □

3. Occupation of the Respondent:-

a. Government Employee □

b. Private Employee □

c. Businessman □

4. From which source you knew about the various schemes of Fullerton

India?

a. News Paper □ b. Television Media □

c. Internet □ d. Friends □

5. Which type of loan you availed from Fullerton India?

a. Secured Loan □ b. Unsecured Loan □

c. Home Loan □ d. Home equity loan □



42

6. Through which scheme of Fullerton India you availed loan?

a. Parivaar □ b. Vyapaar □

7. What is your amount of loan?

a. 0 - 2,00,000 □ b. 2,00,000-5,00,000 □

c. 5,00,000-10,00,000 □ d. 10,00,000 or more □

8. What is the repayment period of your loan?

a. Below 2 Years □ b. 2-5 Years □

c. 5-10 Years □ d. More than 10 Years □

9. Are you satisfied with the rate of interest charge by Fullerton India?

a. Yes □ b. No □

10. What are the main factors which persuade you to avail loan

from Fullerton India?

a. Easy Repayment □ b. Easy Documentation □

c. Attractive Rate of Interest □ d. Quick Processing □

e. Others □

11. What grade you will assign to the services of Fullerton India?

a. Excellent □ b. Very Good □

c. Good □ d. Fair □

e. Poor □

fullerton final

Documents

company q uicktim

parent company

fullerton india parivaar

fullerton india vyapaar

fullerton india vyapar

financial support

quality financial services

financial security