Shriram Finanace New

STUDY OF CUSTOMER SATISFACTION IN SHRIRAM FINANCE
CONTENTS
 PREFACE
 ACKNOWLEDGEMENT
 CERTIFICATE
 DECLARATION
1. INTRODUCTION
2. CUSTOMER PERCEPTION AUDITS
3. COMPANY OVERVIEW
4. ORGANISATION CHART
5. HISTORY OR MILESTONE
6. VISSION MISSION AND VALUES
7. OBJECTIVES OF THE STUDY
8. NON BANKING FINANCIAL COMPANY
9. PRODUCT PROFILE
10. RESEARCH AND METHODOLOGY
11. OVERVIEW OF SHRIRAM FINANCE IN SAGAR CITY
12. DATA ANALYSIS AND INTERPRETATION
13. SUGGESTION
14. CONCLUSION
15. BIBLIOGRAPHY
16. QUESTIONNAIRE
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PREFACE
In this project report every possible effort has been made to highlight the major aspects
related to the topic PROJECT REPORT ON “STUDY OF CUSTOMER
SATISFACTION ON SHRIRAM FINANCE” The deals with the introductory part related
to the company.
The based on the research carried out for the project. This tells the details of data, how is it
collected, what are the methods have been used over here, and finally also tell the limitations
of the company that were found during the research work besides the limitation found in
undertaking the survey.
The analysis and interpretation of all the data which has presented first two chapters. This is
the most important part of the project as it involves the actual working and findings of the
project.
ACKNOWLEDGEMENT
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Acknowledgement is not merely a formality but a deep expression of gratitude. I
have tried my best to present this information as clearly as possible using basic
terms that I hope will be comprehended by the widest spectrum of researchers,
analysts and students for further studies. I am highly indebted to my institute
BTIRT COLLEGE, SAGAR . For providing me apt facilities and support without
which this project would no have accomplished.
I would like to extend a sincere gratitude to Mr. JAYANT DUBEY (H.O.D).I
completed this study under the able guidance and supervision Dr. Sumat Jain. I
will be failed in my duty if I do not acknowledge her esteemed scholarly guidance,
assistance and knowledge. I have received from her towards fruitful and timely
completion of this work.
Mere acknowledgement may not redeemed the debt I owe to my parents for their
direct/indirect support during the entire course of this project. I also thankful to
my friend who helped me a lot in the completion of this project
SHUBHI JAIN
MBA 2nd Sem
DECLARATION
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Dated: .......................
I declare that the project report titled:

PROJECT REPORT ON “STUDY OF CUSTOMER SATISFACTION ON SHRIRAM
FINANCE”
Is my own work conducted under the supervision of Dr. Sumat Jain at Department of
Business Management, BTIRT,College, Sagar (M.P.). To the best of my knowledge the report
does not contain any work, which has been, submitted for the award of any degree anywhere.
SIGNATURE OF STUDENT
Name of the Student

SHUBHI JAIN
MBA 2nd Semester
CERTIFICATE
Date: ........................
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This is to certify that project report titled

PROJECT REPORT ON “STUDY OF CUSTOMER SATISFACTION ON SHRIRAM
FINANCE”
has successfully completed by Ms. Shubhi Jain of 2nd Semester student under the guidance
of Dr. Sumat Jain for the partial fulfilment for the award degree of Master of Business
Administration.
Signature of Signature of Signature of

Supervisor H.O.D. Examiner
INTRODUCTION
Like any other Financial 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. Looking at the intense competition it is become very necessary for
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company to make a name for themselves in consumers mind. So the opinion of customers play
an important role in making marketing strategies. Hence this study will provide the company to
what customers perceive about STFC. It will also help to find out the brand image of STFC in
the minds of customers.
India is emerging as a global automobile giant. In 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. During the last decade, conscious efforts have been made to fine-tune
state policy to enable the Indian automobile industry realizes its potential to the fullest. The
freeing of the industry from this restrictive environment has helped it to itself to global
development.
Increasing competition as result of liberalization has led to continuous modernization as
well as international standards. Moreover, auto finance with aggressive marketing strategies has
played a bid role in boosting the automobile demand. Commercial vehicles, widely considered
being the economy’s barometer, have had a good start for the year.
The auto finance industry is expected to grow at 18.6% till ’09. Of that used vehicle
finance is expected to grow at 27% p.a, while new car and UV would grow at 18.9% and 13.8%.
CUSTOMER PERCEPTION AUDITS
Every time you lose a customer, there’s a reason why. Do you really know what your customers
think about your business, your offerings, or your service? Are they having good or bad
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experiences? Are you equipped with the insight you need to improve customer satisfaction and
loyalty, and make the changes that matter? Entrepreneurs are often too busy to really take the
time to tap into what customers are really thinking. But customers hold the key. They know
what you need to do to dramatically increase the value you deliver to them. Why keep this data a
secret? Uncovering and understanding it will give you what you need to be the best, generate
higher sales and referrals and earn repeat business.
Customer Perception Audits by Coach Kevin captures information on the experiences
your customers are having, analyzes the data, and provides meaningful, actionable
recommendations on short-term and long-term improvements, with the goal of closing the gap
between the service that is delivered and the service that customers expect.
Opening of economy and liberalization in trade in the country brought a sea of change in
customer’s perception of buyer and seller relationship. The customer today is not only very
demanding but also likes to know the
relationship between the supplier of goods and services and its relationship with the
manufacturer or principal and its antecedents. It is on this relationship depends the guarantee
and warranty terms to which the customer is entitled. A customer expects trouble free service
during the guarantee period. Thereafter it is expected that a product will last to its full
productive life with minimum
down time and the vendor will provide the required support service to ensure the customer is not
put to trouble.
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For adopting Japanese management or for customer oriented management we should
first have the willingness and a determination much above the petty personal gains. It needs an
attitudinal change. Looking towards present socioeconomic and political conditions such change
is not foreseen in immediate future. Market forces will have to play the game with only
customer in mind if India has to make global presence. There is little time in hand as we are
having challenges from all sides. Small nations like Korea, Taiwan, Singapore etc. have already
surpassed us. These nations are working on a vision and resultant plans. It is the right time for
market players to pamper the customer. As the saying goes, the four deadly sins of corporate
management-complacency, blindness, megalomania, and greed. fit everything else is overhead!.
Remember that a customer always buys a product or service with a lot of expectations
which he has derived from the promotional inputs of the
company or other sources including word-of- mouth . So a customer would be satisfied when
Performance is equal to Expectation while would not be satisfied when Performance does not
match with Expectations. Now this expectation is what has been derived from perception.
Perception is not good or bad, right or wrong, it is just the way someone judges an experience
based on their value system of what they believe should happen. Since people are unique, each
of their perceptions are unique .On the other hand each situation
is a "point of contact" with an employee that will tell the customer a "truth" about the company's
idea of customer service. Each situation will create expections of what the next experience will
probably be like.
COMPANY OVERVIEW
Established in the year 1974, the Shriram Group, comprising 750 Branches and Service
Centres, in India's premier financial services chain. This company is the largest player in Truck
Financing and Chit funds in the Indian subcontinent.
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The group, having an annual turnover of Rs. 6,000 crore (USD 1.3 billion), has a
significant presence in the Insurance Consultancy, Consumer Durable Finance and Stock
Broking businesses. It also have diversified investments in areas such as Information
Technology, Pharmaceuticals, Property Development, Project Engineering, Packaging and Auto
Components.
It employ over 11,000 employees across the countries that are committed to providing
excellent customer service. It also have over 75,000 agents nationwide who reach out to its
customers in even the most remote areas.
The Shriram Group's business ventures are built on providing the most efficient and
customer-focused services based on the simple principle of putting people first. This 'People
First' business philosophy has earned them unstinted customer loyalty through many
generations.
ORGANISATION CHART
BOARD OF DIRECORS
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SHIRAM TRANSPORT FINANCE COMPANY LIMITED
R Sridhar Managing Director
S. Venkatakrishnan Executive Director
Umesh G Revankar Executive Director
K.R.C Sekhar Director
S. Ranganathan Nominee of Citicorp Finance (India) Ltd.
Dr. T S Sethurathnam Nominee of IREDA ltd.
Company Secretary & Compliance

K. Prakash
Officer
HISTORY AND MILESTONE
APRIL 2005:
Shriram Group attracts largest Venture Capital Investment in the Indian non-banking
financial sector, from Overseas
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JULY 2004:
UTI Bank picks up equity stake in two Shriram Group companies
17MARCH 2003:
Shriram Investment Limited received the Mother Teresa Award for Corporate
Citizenship.
DECEMBER2002
Shriram Group enters into strategic alliance with Citicorp Finance and
Cummins Auto Services
31AUGUST2002
Shriram Group ties up with UTI Bank for Retail Truck Financing
Scheme to offer low cost loans for purchase of new or used trucks to transport
operators.
7MAY2002
Ms. Akhila Srinivasan awarded as the "Outstanding Woman Professional" for the year 2002
4FEBRUARY2000
Shriram Recon Trucks incorporated as India's first corporate network for selling
reconditioned used trucks.
15DECEMBER1999
Medicorp, the flagship company of Shriram group’s pharmacy division became the
first Indian company to win the Indian Drug Manufacturers Association
27 MARCH1986
Shriram City Union Finance Ltd. Incorporated for cars and two-
wheelers.
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12MARCH198
Shriram Investments Ltd. Incorporated
13JUNE1979
Shriram Transport Finance Company Ltd. Incorporated
VISION, MISSION AND VALUES
Helping create wealth, Empowering people through prosperity, Putting people first.
The Shriram Group set out with the objective 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. Over the
decades, the Group has achieved significant success in executing this objective and has
created a tremendous sense of loyalty amongst its customers.
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Efficiency in operations, integrity and a strong focus on catering to the needs of the
common man, by offering him high quality and cost-effective products & services, are the
values driving the organization. These core values are deep-rooted within the organization and
have been strongly adhered to over the decades.
The group prides itself on its perfect understanding of the customer. Each product or
service is tailor-made to perfectly suit the needs of the customer. It is this guiding philosophy of
putting people first that has brought the Group closer to the grassroots and has made it the
preferred choice for all financing requirements amongst the customers.
OBJECTIVES OF THE STUDY
1. To know the perception of customers towards Shriram Transport Finance Company
Limited to improve the quality of service.
2. To know whether the customers are satisfied with the present services of the company.
3. Factors considered in selecting SHRIRAM TRANSPORT FINANCE COMPANY to
take finance for HVC.
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4. To study the behaviour of executives of SHRIRAM TRANSPORT FINANCE
COMPANY towards customers.
5. To know the awareness level of the customers towards SHRIRAM TRANSPORT
FINANCE COMPANY.
6. To seek suggestions and opinions from customers regarding the improvement of
services.
NON-BANKING FINANCIAL COMPANY (NBFC) – A GENERAL SCENARIO
Non-Banking Financial Company (NBFC) is a company registered under the Companies
Act, 1956 and is engaged in the business of loans and advances, acquisition of
shares/stock/bonds/debentures/securities issued by Government or local authority or other
securities of marketable nature, leasing, hire-purchase, insurance business, chit business but
does not include any institution whose principal business is that of agriculture activity, industrial
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activity, sale/purchase/construction of immovable property. A non-banking institution which is a
company and which has its principal business of receiving deposits under any scheme or
arrangement or any other manner, or lending in any manner is also a non-banking financial
company (Residuary non-banking company).
DIFFERENCE BETWEEN BANKS & NBFC ?
NBFCs are doing functions akin to that of banks, however there are a few differences:
i. A NBFC cannot accept demand deposits;
ii. It is not a part of the payment and settlement system and as such cannot
issue cheques to its customers; and
iii. Deposit insurance facility of DICGC is not available for NBFC depositors unlike in case of
banks.
COMMERCIAL VEHICLE
It is the funding of products include, trucks, buses, tippers, light commercial vehicles,
pick ups, 3 wheelers, etc.
Range of services: funding of new vehicles, refinance on used vehicles, balance transfer
on high cost loans, top up on existing loans, Extend product, working capital loans & other
banking products.
Who are eligible?
Any individual / Partnership firm / company with more than 2 years business experience.
Ownership of a vehicle is not mandatory. Funding extended to First Time User, Transporters and
Captive Consumers.
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How much?
Loan amount can vary from a few thousands to crore depending upon the specific requirement.
Funding can be up to the extent of 100 % of the chassis, body funding can be extended on
special requirement & on the past experience.
Generally undertaken is Hypothecation funding. They are also taking over an old high-
interest loan and converting it into low interest loan.
Repayment:
In general repayment period is of 3 -4 years, however depending on the nature of the deal the
tenure can vary from 6 - 60 months.
The repayment schedule & the amortization schedule is sent on disbursement of the loan.
Interest:
Interest is charged on a flat rate based on the scheme applicable for the particular product.
FARM EQUIPMENT LOANS
Farm equipment loan has also a big chunk in the vehicle finance.
Eligibility :-
Agricultural Users
Any individual aged above 21 years at the beginning of the tenure and below 65 years by the
end of the tenure; involved in agriculture for the last 5 years.
Having minimum 2 acres of land with its value at least twice the loan amount.
Staying in the same place for at least 3 years.
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Having an annual income equal to the yearly installment
Mortgage of land of 2 to 3 times of the loan amount
Commercial Users
Any individual aged above 21 years at the beginning of the tenure and below 65 years by the
end of the tenure; involved in business for the last 3 years.
Owns at least one tractor or commercial vehicle.
Owns either a house or an office or at least 2 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 maximum of 100% of the
cost of the tractor, 75% of the cost of the trailer and 50% of the cost of the implements is
funded.
Documentation:
Agricultural use
Application form with photograph of the customer and all co applicants and/or guarantor.
Performa Invoice of the asset to be funded from an authorized dealer.
Land records of the borrower/s.
Land valuation and title search report of the land.
Residence proof of the borrower/s.
Identity proof of the borrower/s.
Signature verification of the borrower/s.
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Loan agreement, duly signed by the applicants and guarantor.
2 SPDCs(Security Post Dated Cheques) for entire tenure.
Commercial Use
Application form with photograph of the customer and all co applicants and/or guarantor.
Proforma Invoice of the asset to be funded from an authorized dealer.
Proof of Income (any of the following) :
- Billing statement for the past one year
- Latest Income tax Return
- Last 6 months bank statement
Residence proof of the borrower/s.
Identity proof of the borrower/s.
Signature verification of the borrower/s.
Loan agreement, duly signed by the applicants and guarantor.
2 SPDCs(Security Post Dated Cheques) for entire tenure.
Rates & Fees:
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.
Interest:
Interest is charged on a monthly/quarterly/half-yearly reducing balance basis as the case may be.
Every installment that is paid has a component of principal as well as interest. Interest is charged
on the principal outstanding after every installment payment.
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TWO WHEELERS:
Two wheeler finance is comparably Simple, Friendly and Quick.
Loan Schemes are available from Rs.7500/- onwards to Rs.150000/- in easy installments over a
period of 6 to 36 months.
Eligibility Criteria:
1. Salaried Individuals
2. Self Employed Individuals
3. Pensioners, Housewives & Students
4. Partnership Entities
5. Private Limited Companies
6. Public Limited Companies
Interest rates:Interest rate is charged on a monthly reducing balance .
Documents:
Identity Proofs
Residence Proof
Income Proof
Post Dated Cheques
Copy of Credit Card
CC billing statement
Bank passbook/Statement
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No objection Certificate
PRODUCT PROFILE
1.TRUCK FINANCE
1. Shriram Truck Financing Companies. The wheels of progress.
2. Largest NBFC in the country exclusively engaged in financing of heavy commercial
vehicles.
3. Monopoly position in financing of used vehicles.
4. All India presence with a branch network of 260 offices and employing over 4000
people.
5. Growing at the rate of 30% per annum.
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6. Funds managed – Rs 6000 crores.
7. Equity investors - Citicorp,, UTI Banks, Reliance Capital and FMO Netherlands have
added tremendous value and strength.
8. Venture capital firm Chris capital joins as a strategic partner by acquiring 21% equity.
We entered the Consumer Durable Finance business in early 2002 through 'Shriram City
Union Finance Ltd., the consumer finance arm of the group. Within a short span of 2 years, we
have managed a portfolio of over Rs.584 crore.
Our monthly business amounts to over Rs.25 crore in individual loans, ranging from as little as
Rs.8,000 to Rs.1,00,000, and with tenures ranging from 12 months to 36 months.
Since its inception, we have financed over 2,15,000 white goods and two-wheelers, with over
90% of the business arising out of the non-metro markets.
This financing is backed by lines of credit extended by ICICI Bank, UTI Bank and Development
Credit
RESEARCH AND METHODOLOGY
STATEMENT OF THE PROBLEM:-
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 SHRIRAM
TRANSPORT FINANCE COMPANY, Tata Finance, Sundaram 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, quick loans, documentation,
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percentage of finance etc. which have been exerting influence on the playing decision of the
consumer.
The SHRIRAM TRANSPORT FINANCE COMPANY is the largest NBFC (Non
Banking Financial Corporation) in the country exclusively engaged in financing for heavy
commercial vehicles (HCV) perhaps it is the only company rendering better performance from
a long period of time with the presence of all these factors. The SHRIRAM TRANSPORT
FINANCE COMPANY is making sales as hotcake.
The study on hand is directed to understand “the perception of customers towards
SHRIRAM TRANSPORT FINANCE COMPANY to improve the quality of service”
PURPOSE OF THE STUDY:-
The main purpose of the study is to understand the perception of customers towards SHRIRAM
TRANSPORT FINANCE COMPANY 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 emphasize on their weaker areas.
SCOPE OF THE STUDY :-
The scope of the study covers the customers of SHRIRAM TRANSPORT FINANCE
COMPANY and other competitive companies in Sagar City, Transport companies etc.
SAMPLING:
Sample plan to know the perception of customers in this project is through personal interview.
SAMPLE UNIT:
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I have taken the customers who are owning a truck, Four wheeler or (HCV).
SAMPLING METHOD;
I have used Non- probability sampling i.e. Stratified Random Sampling.
Sample size for this project is 100 customers.
RESEARCH DESIGN:
In this research design of this project the study was conducted by the survey method.
Taking sample of 100 customers owning trucks by commencing sampling using the research
instrument as the questionnaire.
Personal interview is considered as the sample plan.
For this project area of research is Sagar City.
DATA COLLECTION METHOD:
I have collected the data from the following sources:
A. PRIMARY DATA:
 The data collected from the company persons.
 Questionnaires
B. SECONDRY DATA:
 Interviewing with the owners of trucks
 Internet
 Magazines, Catloges, etc
MEASURING TOOLS:
For preparing this project I have considered questionnaire as measuring tool for collecting the
data.
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Primary (Field Survey)

Data source :
Secondary data (internet)
Area of Research : Sagar City
Research instrument : Questionnaire
Sample plan : Personal interview
Truck owners, Transporters
Sample unit :
etc.
Stratified Random
Sampling method :
sampling
Sample size : 100 customers
AN OVERVIEW OF THE SHRIRAM GROUP FINANCING BUSINESS IN SAGAR
CITY
AREA OF OPERATION SAGAR

Branch offices 2
Employees 15
Customers per month 50 per month
Two wheelers 13% and Four wheelers 9%
Loan rates
And above
Branch name Shriram Fortune and Shriram city union
Shriram Fortune- FD and Life Insurance
Work branch wise Shriram city Union Finance :- Two
wheelers new and Four wheelers etc
2.CONSUMER FINANCE:-
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We entered the consumer Durable Finance Business business in early 2002. through
Shriram City Union Finance Ltd. The consumer arm of the group. Within a short span o 2 years,
we have managed a profile of over rest 684 crores in this business.
Our monthly business amounts to over Rs. 25 crores in individual loans, ranging from as
little as Rs.8000 to Rs. 100000 and with tenures ranging from 12 months to 36 months.
Since its inception we have financed over 215000 white goods and two wheelers with
over 90% of the business arising out of the non metro markets.
This financing is backed by lines of credit extended by
ICICI Band, UTI Bank and Development Credit.
3.CHIT FUNDS:-
Shriram chits – prosperity
Shriram chits is the largest chits fund in the country. We have grown to become a trusted
household investment option. The growth registered by Shriram 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 India. These have, ever since, worked to the advantages of communities that are
batting scarce capital resource.
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Shriram chits started its operations in the year 1974 with a single branch that has quickly grown
into trusted household name for making chits a viable form of saving and borrowing to all
sections of the social.
Shriram chits operates in four states. Tamil Nadu, Andhra Pradesh, karnataka and Maharastra,
where has a reputation for timely disbursement of funds and excellent customer services which
differen tiates it from other companies.
Using state of the art computer systems/networks and a transparent accounting system, Shriram
Chits have transformed this contemporary mehod of savings into an attractive personalised to
banking system.
4.GENERAL INSURANCE:-
Shriram group has adopted a two strategy in this segment.
1. Broking arm – Armour Consultants – floated in year 2002
2. Retail Marketing Arm: Ski Marketing flotred in year 2001.
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RESULTS AND DISCUSSION WITH GRAPHS AND CHARTS
1) Do you own a HCV?
Table: 3.1
Number of customers Percentage

Yes 100 100%
No Nil Nil
Total 100 100%
The information presented in table3.1 reveals that:-
 Almost all respondents are owning Heavy Commercial Vehicle.
The same information is presented in the form of diagrammatically as follows:-
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2. Source of finance for your HCV?
Table: 3.2
Sources Number of customers Percentage

Co-op banks 4 4%
STFC 61 61%
Tata finance 19 19%
Others 16 16%
Total 100% 100%
 61% respondents have taken loan from STFC .
 19% respondents have taken loan from tata finance and 4% from co-op banks.
 While remaining 16% have taken from other finance companys.
3. Are you aware of STFC?
Table:3.3
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Yes 100 100%

No Nil Nil
Total 100 100%
The information presented in table- 3.3 reveals that:-
 Almost all respondents are aware of STFC .
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4) How did you come to know about this company?
Table:3.4

Friends 38 38%
Agents 24 24%
Advertisements 32 32%
Others 6 6%
Total 100 100%
 38% respondents have bought finance from STFC on the advice of their friends.
 24% will seek the advice of agents.
 While 6% from others and 32% on the basis of Advertisements.
5. Do you get the finance quickly from STFC?
Table:3.5
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Yes 84 84%
No 16 16%
Total 100 100%
 84% respondents are in favour of quick finance availability from STFC .
 While remaining 16% of them are not in favour of quick finance.
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6) Are you satisfied with the documentation process at STFC?
Table:3.6

Highly Satisfied 28 28%
Satisfied 42 42%
Neither satisfied/dis-
14 14%
satisfied
Dis-Satisfied 14 14%
Highly dis-Satisfied 2 2%
Total 100 100%
 28% of the respondents are Highly Satisfied with the documentation process at
STFC , 42% of the respondents are Satisfied and from the analysis 14% of them
are Neither satisfied/dis-satisfied .
 Nearly 14% of the respondents are dis-Satisfied and 2% of them are Highly dis-
Satisfied .
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7) Do you require any changes in the documentation process?
Table:3.7

Yes 28 28%
No 72 72%
Total 100 100%
 28% of the respondents require changes in documentation process at STFC .
 While 72% of the respondents are Satisfied with the documentation process at
STFC .
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8. What do you feel about the interest rates at STFC?
Table:3. 8

Very High 16 16%
High 44 44%
Moderate 34 34%
Low 6 6%
Total 100 100%
 16% of the respondents are in favour that interest rate at STFC is very high and
44% of them are in favour of High rates.
 While 34% of them are in favour of moderate interest rates and 6% for low
interest rates.
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9) Are you satisfied by the percentage of finance provided by STFC?
Table:3. 9
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Yes 88 88%
No 12 12%
Total 100 100%
 88% of the respondents are Satisfied with Percentage of finance given by STFC .
 While 12% of them are not Satisfied .
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10). Are you satisfied with the services offered by STFC?
Table:3. 10

Completely Satisfied 10 10%
Satisfied 32 32%
Neither satisfied/dis-
20 20%
satisfied
Dis-Satisfied 29 29%
Completely dis-
9 9%
Satisfied
Total 100 100%
 10% of the respondents are completely Satisfied with the service offered
y STFC, 32% of the respondents are satisfied and from the analysis 20%
o the respondents are Neither satisfied/dis-satisfied .
 Nearly 29% of them are dis-Satisfied and remaining 9% of them are
completely dis-Satisfied .
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SUGGESTIONS
 The firm should tap the un-tapped locations & market. This will help them in increasing
the business. Rural places are advised
 The company should bring down their interest rates compared to other competitor rates.
 The STFC should increase their seizing period from 3 months to 4 months during slack
season if the customers fails to pay their instalments.
 The STFC 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.
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CONCLUSION
Less than anticipated growth in the face of intensifying competition and rising costs, can hardly
be expected to get the company foaming.
By seeing the observations most of the customers are having positive perception towards
Shriram Transport Finance Company Limited and are satisfied with their services such as Quick
finance, Easy documentation process etc. The company is progressing continously in the field
of finance as Non-Banking Finance Company to compete with other Financial as well as Non-
banking financial institutions.
STFC is the Non-Banking Financial Company in the Indian scenario and it is the leader
with monopoly position in financing for Heavy Commercial Vehicles.
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BIBLIOGRAPHY
Websites:-
1. www.google.com
2. www.wikipedia.com
3. www.scribd.com
4. http://www.stfc.in/
5. http://www.shriram.com/
BTIRT COLLEGE 42
QUESTIONNAIRE
Name:- Age:- Contact no.:-
1.Do you own a HCV?
Yes [ ] No [ ]
2. Source of finance for your HCV?
Co-op banks [ ] STFC [ ] Tata finance [ ] Others [ ]
3. Are you aware of STFC?
Yes [ ] No [ ] ( If no go to Question No:- 17 ).
4. How did you come to know about this company?
Friends [ ] Agents [ ] Self experience [ ] Others [ ]
5. Do you get the finance quickly from STFC?
Yes [ ] No [ ]
6. Are you satisfied with the documentation process at STFC?
Strongly dis- satisfied [ ] Dis-satisfied [ ] Neither satisfied/ Dis-satified [ ] Satisfied [ ]

Strongly Satisfied [ ]
7. Do you require any changes in the documentation process?
Yes [ ] No [ ]
If Yes specify _______________________________.
8.What do you feel about the interest rates at STFC?
Very High [ ] High [ ] Moderate [ ] Low [ ]
9. Are you satisfied by the percentage of finance provided by STFC?
Yes [ ] If No specify _________.
10. Are you satisfied with the services offered by STFC?
Strongly dis- satisfied [ ] Dis-satisfied [ ] Neither satisfied/ Dis-satified [ ] Satisfied [ ]

Strongly Satisfied [ ]
BTIRT COLLEGE 43

Shriram Finanace New

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STUDY OF CUSTOMER SATISFACTION IN SHRIRAM FINANCE

related to the topic PROJECT REPORT ON “STUDY OF CUSTOMER

undertaking the survey.

Acknowledgement is not merely a formality but a deep expression of gratitude. I

terms that I hope will be comprehended by the widest spectrum of researchers,

analysts and students for further studies. I am highly indebted to my institute

which this project would no have accomplished.

I would like to extend a sincere gratitude to Mr. JAYANT DUBEY (H.O.D).I

will be failed in my duty if I do not acknowledge her esteemed scholarly guidance,

completion of this work.

my friend who helped me a lot in the completion of this project

I declare that the project report titled:

Name of the Student

MBA 2nd Semester

This is to certify that project report titled

Signature of Signature of Signature of

the minds of customers.

Increasing competition as result of liberalization has led to continuous modernization as

CUSTOMER PERCEPTION AUDITS

higher sales and referrals and earn repeat business.

Customer Perception Audits by Coach Kevin captures information on the experiences

demanding but also likes to know the

productive life with minimum

For adopting Japanese management or for customer oriented management we should

management-complacency, blindness, megalomania, and greed. fit everything else is overhead!.

which he has derived from the promotional inputs of the

Financing and Chit funds in the Indian subcontinent.

Broking businesses. It also have diversified investments in areas such as Information

Technology, Pharmaceuticals, Property Development, Project Engineering, Packaging and Auto

customers in even the most remote areas.

SHIRAM TRANSPORT FINANCE COMPANY LIMITED

R Sridhar Managing Director

S. Venkatakrishnan Executive Director

Umesh G Revankar Executive Director

K.R.C Sekhar Director

S. Ranganathan Nominee of Citicorp Finance (India) Ltd.

Dr. T S Sethurathnam Nominee of IREDA ltd.

Company Secretary & Compliance

HISTORY AND MILESTONE

financial sector, from Overseas

UTI Bank picks up equity stake in two Shriram Group companies

Cummins Auto Services

reconditioned used trucks.

first Indian company to win the Indian Drug Manufacturers Association

Shriram Investments Ltd. Incorporated

Shriram Transport Finance Company Ltd. Incorporated

VISION, MISSION AND VALUES

created a tremendous sense of loyalty amongst its customers.

have been strongly adhered to over the decades.

preferred choice for all financing requirements amongst the customers.

OBJECTIVES OF THE STUDY

1. To know the perception of customers towards Shriram Transport Finance Company

Limited to improve the quality of service.

3. Factors considered in selecting SHRIRAM TRANSPORT FINANCE COMPANY to

take finance for HVC.

4. To study the behaviour of executives of SHRIRAM TRANSPORT FINANCE

COMPANY towards customers.

5. To know the awareness level of the customers towards SHRIRAM TRANSPORT

6. To seek suggestions and opinions from customers regarding the improvement of

NON-BANKING FINANCIAL COMPANY (NBFC) – A GENERAL SCENARIO

Non-Banking Financial Company (NBFC) is a company registered under the Companies

shares/stock/bonds/debentures/securities issued by Government or local authority or other

activity, sale/purchase/construction of immovable property. A non-banking institution which is a