8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
1/70
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
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
2/70
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.
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
3/70
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(
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
4/70
"#$C#"T!%N %& C'(T%)#$( 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.
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
5/70
!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.
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
6/70
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$:
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
7/70
#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.
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
8/70
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?.
$emember that a customer always buys a product or service with a lot
of epectations which he has derived from the promotional inputs of the
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
9/70
company or other sources including wordof mouth . (o a customer would be
satisfied when "erformance is e:ual to #pectation while would not be
satisfied when "erformance does not match with #pectations. Now this
epectation is what has been derived from perception. "erception is not good
or bad, right or wrong, it is @ust the way someone @udges an eperience based
on their value system of what they believe should happen. (ince people are
uni:ue, each of their perceptions are uni:ue .%n the other hand each situation
is a point of contact with an employee that will tell the customer a truth
about the companyBs idea of customer service. #ach situation will create
epections of what the net eperience will probably be like.
STATEME(T OF THE PROB3EM:-
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
10/70
The present day market is flooded with a variety of Non banking and
as well as banking financial institutions as many as if not more than
companies like (H$!$A) T$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("%$T &!NANC# C%)"AN is the largest
N
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
11/70
The main purpose of the study is to understand the perception of customers
towards (H$!$A) T$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("%$T
&!NANC# C%)"AN and other competitive companies in Aligarh city
Truck owners, Transport companies etc.
OBJECTIVES OF THE STUDY:-
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
12/70
; To know the perept!on o" #$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.
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
13/70
CHAPTER @ II
COMPA(Y OVERVIE:-
#stablished in the year 168G, the (hriram roup, comprising 8I5
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
14/70
putting people first. This B"eople &irstB business philosophy has earned them
unstinted customer loyalty through many generations.
HISTORY A(D MI3ESTO(EJ
APRI3
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
15/70
MAY
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
16/70
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
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
17/70
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
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
18/70
i. A N
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
19/70
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.
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
20/70
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.
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
21/70
"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
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
22/70
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
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
23/70
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
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
24/70
)s. Akhila (rinivasan receiving the social responsiveness Award
instituted by
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
25/70
• )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.
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
26/70
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.
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
27/70
1. To enlarge the scope of micro credit financing activity through N
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
28/70
7. -argest N
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
29/70
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
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
30/70
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
31/70
=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.
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
32/70
>4E(ERA3 I(SURA(CE:-
(hriram group has adopted a two strategy in this segment.
1.
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
33/70
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
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
34/70
OR4A(ISATIO( CHART
BOARD OF DIRECORS
SHIRAM TRA(SPORT FI(A(CE COMPA(Y 3IMITED
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
35/70
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.
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
36/70
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.
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
37/70
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.
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
38/70
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
BABASAB PATILBABASAB PATIL
CHAPTER - III
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
39/70
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
40/70
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
41/70
= Are ,o# &w&re o" STFC
T&1+e:==
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
42/70
Number of customers "ercentage
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 .
The same information is presented in the form of diagrammatically as
followsJ
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
43/70
>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.
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
44/70
The same information is presented in the form of diagrammatically as
followsJ
8 Do ,o# .et the "!n&ne *#!k+, "ro% STFC
T&1+e:=8
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
45/70
Number of customers "ercentage
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.
The same information is presented in the form of diagrammatically as
followsJ
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
46/70
?0 Are ,o# $&t!$"!e' w!th the 'o#%ent&t!on proe$$ &t STFC
T&1+e:=?
(ources Number of customers "ercentage
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 .
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
47/70
The same information is presented in the form of diagrammatically
as followsJ
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
48/70
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$
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
49/70
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.
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
50/70
The $&%e !n"or%&t!on !$ pre$ente' !n the "or% o" '!&.r&%%&t!&++, &$
"o++ow$:-
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
51/70
0 Are ,o# $&t!$"!e' 1, the perent&.e o" "!n&ne pro)!'e' 1,
STFC
T&1+e:=
(#%1er o" #$to%er$ Perent&.e
Ye$
(o ;< ;
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
52/70
;90 Are ,o# $&t!$"!e' w!th the $er)!e$ o""ere' 1, STFC
T&1+e:= ;9
So#re$ (#%1er o" #$to%er$ Perent&.e
Co%p+ete+, S&t!$"!e' ;9 ;9
S&t!$"!e' =< =
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
53/70
The same information is presented in the form of diagrammatically
as followsJ
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
54/70
;;0 h&t &re the "e&t#re$ th&t &ttr&te' ,o# to 1orrow +o&n
"ro% STFC
T&1+e:= ;;
(ources Number of customers "ercentage
-ow interest rates 3 34
#asy documentation 15 154
uick finance 2G 2G4
-ow #)! Nil Nil
Total 155 1554
The information presented in table9.11 reveals thatJ
⇒ 2G4 of the respondents are attracted by :uick finance.
⇒ 154 of the respondents for easy documentation.
⇒ *hile remaining 34 for low interest rates.
The same information is presented in the form of diagrammatically as
followsJ
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
55/70
;
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
56/70
T&1+e:= ;<
So#re$ (#%1er o" #$to%er$ Perent&.e
T&te ;< ;
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
57/70
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
58/70
;= h&t !$ ,o#r e2per!ene when ,o# &ppro&he' the e2e#t!)e$
o" STFC "or "!n&ne o" HCV
T&1+e:= ;=
So#re$ (#%1er o" #$to%er$ Perent&.e
Ver, .oo' 77 774
4oo' G2 G24
(e!ther .oo'1&' 7G 7G4
B&' G G4
Ver, 1&' 7 74
Tot&+ ;99 ;99
The information presented in table9.19 reveals thatJ
⇒ 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.
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
59/70
The same information is presented in the form of diagrammatically as
followsJ
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
60/70
;> Are ,o#r *#er!e$ +e&re' *#!k+,
T&1+e:= ;>
(#%1er o" #$to%er$ Perent&.e
Ye$ <
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
61/70
;8 Are ,o# $&t!$"!e' w!th the rep&,%ent $,$te% o" STFC
T&1+e:= ;8
(#%1er o" #$to%er$ Perent&.e
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.
The same information is presented in the form of diagrammatically as
followsJ
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
62/70
;? Do ,o# reo%%en' STFC to other$
T&1+e:= ;?
(#%1er o" #$to%er$ Perent&.e
Ye$ ? ?
(o =< =
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
63/70
; Do ,o# w&nt to t&ke "!n&ne !n ne&r "#t#re "ro% STFC
T&1+e:= ;
(#%1er o" #$to%er$ Perent&.e
Ye$ ?9 ?9
(o >9 >9
Tot&+ ;99 ;99
The information presented in table9.18 reveals thatJ
⇒ 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 .
The same information is presented in the form of diagrammatically as
followsJ
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
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.
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
65/70
SU44ESTIO(S
The firm should tap the untapped locations K market. This will help
them in increasing the business. $ural places are advised
The company should bring down their interest rates compared to other
competitor rates.
The (T&C should increase their sei/ing period from 9 months to G
months during slack season if the customers fails to pay their
instalments.
The (T&C should maintain consistency in customer satisfaction level
in future also.
The brand awareness campaigns should be conducted. The firm should
work on its Advertisements.
Number of customers complaints should be reduced, because always
cost is associated in solving these problems.
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
66/70
CHAPTER->
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
67/70
5#e$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.
BABASAB PATILBABASAB PATIL
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
68/70
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
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
69/70
8/19/2019 96785484 Perception of Customers Shriram Transport Finance PROJECT REPORT MBA MARKETING
70/70
NameJ SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
AddressJ SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
%ccupationJ SSSSSSSSSSSSSSSSSSSSSSSSSSSSS
Annual !ncome SSSSSSSSSSSSSSSSSSSSSS
enderJ )ale Q R &emale Q R
KK Th&nk Yo# KK
Top Related