Shriram Transport Finance Company Limited to Improve the Quality of Service

7/25/2019 Shriram Transport Finance Company Limited to Improve the Quality of Service

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BELGAUM INSTITUTE OF MANAGEMENT STUDIES, BELGAUMBELGAUM INSTITUTE OF MANAGEMENT STUDIES, BELGAUM

SHRIRAM TRANSPORT FINANCE COMPANY LIMITED


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Peoples Education Society and Trusts

Belgaum Institute of Management Studies,

MBA, Belgaum.

(Approved by AICTE & Afliated to Karnatak University, Dharwad)

A STUDY ON PERCEPTION OF CUSTOMERS TOWARDS

SHRIRAM TRANSPORT FINANCE COMPANY LIMITED TO IMPROVE

THE QUALITY OF SERVICE

AT

Shriram Transpr! Finan"# Cmpan$ Limi!#%

A R#pr! S&'mi!!#% in Par!ia( F&()i((m#n! )

!h# R#*&ir#m#n! )r !h# A+ar% )

MASTERS DEGREE IN BUSINESS ADMINISTRATION

2005-2006

Submitted by

RIYAZ AHME .M. H!S"E#

Exam seat No: - MBA05006042



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Institute Guide: Company Guide:

ro!" #"#"#anik #r" $%l

'alear

a*%lty (#arketin) +ales #anaerE+Ts 'I#+, #'A, +hrira- Transport Co

.td

'ela%-" H&'(i,



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Peoples Education Society and Trusts

'ela%- Instit%te o! #anae-ent+t%dies, #'A

Adjacent to KUD PG Center, Bhutramanhatti, Belgaum.

(Recognized by AICTE, New Deli ! A"liated to #a$nata% &ni'e$sity

Da$wad)

This is to certify that M$. Ri%a& A'med .M.

Hos(et, Examination No. MBA050060)2 of MBA II

Semester has sccessf!!y com"!ete# his In-"!ant

Trainin$ %ro&ect 2006-200' from May (5 to )!y (5*

2006.

"$o*e+t uide i$e+to$

ate


CERTI*ICATE

CERTI*ICATE


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CONTENTS

C h a p ! # r - I

I n ! r % & " ! i n

L i ! # r a ! & r # r # . i # +

S ! a ! # m # n ! ) ! h # p r ' ( # m

P & r p s # ) ! h # s ! & % $

S " p # ) ! h # s ! & % $

O ' / # " a ! i . # s ) ! h # s ! & % $

0 - 0 0

C h a p ! # r 1 I I

O r 2 a n i s a ! i n p r ) i ( #

O r 2 a n i s a ! i n " h a r !

S a m p ( i n 2

R # s # a r " h % # s i 2 n

D a ! a " ( ( # " ! i n m # ! h % s

M # a s & r i n 2 ! ( s

0 3 - 4 5

C h a p ! # r 1 I I I

R # s & ( ! s a n % % i s " & s s i n + i ! h 2 r a p h s a n %

" h a r ! ,

S & m m a r $ 6 " n " ( & s i n a n % a p r p s # %

a " ! i n p ( a n + i ! h r # s & r " # r # * & i r # m # n !

a n % p r / # " ! # % ' # n # ) i ! s ! ! h #

r 2 a n i s a ! i n ,

4 7 - 7 3

C h a p ! # r 1 I V

A p p # n % i 8

Q & # s ! i n n a i r # s

9 i ' ( i 2 r a p h $

7 4 - : :



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AC;NOWLED


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CHAPTER-I

E>ECUTIVE SUMMARY

O9?ECTIVES OF THE STUDY@-

T n+ !h# p#r"#p!in ) "&s!m#rs !+ar%s SHRIRAM

TRANSPORT FINANCE COMPANY ! impr.# !h# *&a(i!$ )

s#r.i"#s,

T n+ +h#!h#r !h# "&s!m#rs ar# sa!is)i#% +i!h !h# pr#s#n!

s#r.i"#s ) !h# "mpan$,



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Fa"!rs "nsi%#r#% in s#(#"!in2 SHRIRAM TRANSPORT

FINANCE COMPANY ! !a# )inan"# )r HCV BTr&",

T s!&%$ !h# '#ha.i&r ) #8#"&!i.#s ) SHRIRAM TRANSPORT

FINANCE COMPANY !+ar%s "&s!m#rs,

T s## s&22#s!ins an% pinins )rm "&s!m#rs r#2ar%in2 !h#

impr.#m#n! ) s#r.i"#s,

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 ,/ in ,ubli city.

LIMITATIONS OF THE STUDY@-

*ot single work is exception to the limitations every work has got its

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

city and it is not possible to make extensive study. It is assumed that the

sample selected represents entire population.

RESEARCH METHODOLO


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Da!a s&r"# @Primar$ BFi#(% S&r.#$

S#"n%ar$ %a!a Bin!#rn#!

Ar#a ) R#s#ar"h @ H&'(i "i!$

R#s#ar"h ins!r&m#n! @ Qs!innair#

Samp(# p(an @ P#rsna( in!#r.i#+

Samp(# &ni! @Tr&" +n#rs6 Transpr!#rs

#!",

Samp(in2 m#!h% @

S!ra!i)i#% Ran%m

samp(in2Samp(# si# @ 0 "&s!m#rs

INTRODUCTION

&0(0&TI1* 12 U'T1#0(' T13%(!' ',(I(%# T(%*'&1(T

1#&%*4 5I#IT0!.

5ike any other 2inancial 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. 5ooking 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. ,ence this study will provide the

company to what customers perceive about 'T2. It will also help to find out

the brand image of 'T2 in the minds of customers.



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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.

!uring 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. #oreover- auto finance with

aggressive marketing strategies has played a bid role in boosting the

automobile demand. ommercial vehicles- widely considered being the

economys barometer- have had a good start for the year.

The auto finance industry is expected to grow at 67.89 till :;. 1f that

used vehicle finance is expected to grow at .79.



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LITERATURE REVIEW

The world is full of stimuli. % 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.

In essence- perception is how we see the world around us and how we

recognize that we need some help in making a purchase decision. &eople

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

selective exposure to notice and which to ignore.



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#arketers must recognize 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.

ustomers also associate ?uality and reliability with certain brand names.

ompanies watch their brand identity closely- in large part because a strong

link has been established between perceived brand value and customers

loyalty.

C&s!m#r P#r"#p!in A&%i!s@

0very time you lose a customer- theres a reason why. !o you really know

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

service@ %re they having good or bad experiences@ %re you e?uipped with the

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

changes that matter@ 0ntrepreneurs are often too busy to really take the time to

tap into what customers are really thinking. $ut customers hold the key. They

know what you need to do to dramatically increase the value you deliver to

them. 3hy 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.



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ustomer &erception %udits by oach 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.

1pening of economy and liberalization in trade in the country brought

a sea of change in customers 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. %

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 re?uired support service to ensure

the customer is not put to trouble.

2or adopting Aapanese 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. 5ooking

towards present socioeconomic and political conditions such change is not

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



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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. 'mall nations like Korea-

Taiwan- 'ingapore 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. %s the saying goes- the four deadly sins of corporate

management"complacency- blindness- megalomania- and greed. fit everything

else is overheadB.

(emember 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 . 'o a customer would be

satisfied when &erformance is e?ual to 0xpectation while would not be

satisfied when &erformance does not match with 0xpectations. *ow this

expectation is what has been derived from perception. &erception is not good

or bad- right or wrong- it is )ust the way someone )udges an experience based

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

uni?ue- each of their perceptions are uni?ue .1n the other hand each situation

is a Cpoint of contactC with an employee that will tell the customer a CtruthC

about the companyDs idea of customer service. 0ach situation will create

expections of what the next experience will probably be like.



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STATEMENT OF THE PRO9LEM@-

The present day market is flooded with a variety of *on" banking and

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

companies like ',(I(%# T(%*'&1(T 2I*%*0 1#&%*4- Tata

2inance- '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 exerting influence on the playing decision of the consumer.

The ',(I(%# T(%*'&1(T 2I*%*0 1#&%*4 is the largest

*$2 E*on $anking 2inancial orporationF in the country exclusively



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engaged in financing for heavy commercial vehicles E,/F perhaps it is the

only company rendering better performance from a long period of time with

the presence of all these factors. The ',(I(%# T(%*'&1(T 2I*%*0

1#&%*4 is making sales as hotcake.

The study on hand is directed to understand Gthe perception of

customers towards ',(I(%# T(%*'&1(T 2I*%*0 1#&%*4 to

improve the ?uality of serviceH

PURPOSE OF THE STUDY@-

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

towards ',(I(%# T(%*'&1(T 2I*%*0 1#&%*4 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 ',(I(%# T(%*'&1(T

2I*%*0 1#&%*4 and other competitive companies in ,ubli city Truck

owners- Transport companies etc.



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O9?ECTIVES OF THE STUDY@-

0, T n+ !h# p#r"#p!in ) "&s!m#rs !+ar%s Shriram Transpr!

Finan"# Cmpan$ Limi!#% ! impr.# !h# *&a(i!$ ) s#r.i"#,

3, T n+ +h#!h#r !h# "&s!m#rs ar# sa!is)i#% +i!h !h# pr#s#n!

s#r.i"#s ) !h# "mpan$,

4, Fa"!rs "nsi%#r#% in s#(#"!in2 SHRIRAM TRANSPORT

FINANCE COMPANY ! !a# )inan"# )r HVC,

, T s!&%$ !h# '#ha.i&r ) #8#"&!i.#s ) SHRIRAM TRANSPORT

FINANCE COMPANY !+ar%s "&s!m#rs,

5, T n+ !h# a+ar#n#ss (#.#( ) !h# "&s!m#rs !+ar%s SHRIRAM

TRANSPORT FINANCE COMPANY,

7, T s## s&22#s!ins an% pinins )rm "&s!m#rs r#2ar%in2 !h#

impr.#m#n! ) s#r.i"#s,



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LIMITATIONS OF THE STUDY@".

a. $ecause of time constraint- my study confines only to ,ubli city and it

is not possible to make extensive study.

b. $y busy schedule of the executives it is difficult to extract more

information from them.

c. Unwillingness of transporters- truck owners has left us to make random

conclusions.



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CHAPTER 1 II

COMPANY OVERVIEW@-

0stablished in the year 6;=- the 'hriram +roup- comprising =J:

$ranches and 'ervice entres- in IndiaDs premier financial services chain. This

company is the largest player in Truck 2inancing and hit funds in the Indian

subcontinent.

The group- having an annual turnover of (s. 8-::: crore EU'! 6.>

billionF- has a significant presence in the Insurance onsultancy- onsumer

!urable 2inance and 'tock $roking businesses. It also have diversified

investments in areas such as Information Technology- &harmaceuticals-

&roperty !evelopment- &ro)ect 0ngineering- &ackaging and %uto

omponents.

It employ over 66-::: employees across the countries that are

committed to providing excellent customer service. It also have over =J-:::



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agents nationwide who reach out to its customers in even the most remote

areas.

The 'hriram +roupDs business ventures are built on providing the most

efficient and customer"focused services based on the simple principle of

putting people first. This D&eople 2irstD business philosophy has earned them

unstinted customer loyalty through many generations.

HISTORY AND MILESTONE

APRIL 35@

'hriram +roup attracts largest /enture apital Investment in the Indian

non"banking financial sector- from 1verseas

?ULY 3@

UTI $ank picks up e?uity stake in two 'hriram +roup companies

0:MARCH 34@

'hriram Investment 5imited received the #other Teresa %ward for

orporate itizenship.

DECEM9ER33

'hriram +roup enters into strategic alliance with iticorp 2inance andummins %uto 'ervices

40AU


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'cheme to offer low cost loans for purchase of new or used trucks to transport

operators.

:MAY33

#s. %khila 'rinivasan awarded as the C1utstanding 3oman &rofessionalC

for the year


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'hriram Transport 2inance ompany 5td. Incorporated

VISION6 MISSION AND VALUES@

H#(pin2 "r#a!# +#a(!h6 Emp+#rin2 p#p(# !hr&2h prsp#ri!$6 P&!!in2

p#p(# )irs!.

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. 1ver the decades- the +roup has achieved

significant success in executing this ob)ective and has created a tremendous

sense of loyalty amongst its customers.

0fficiency in operations- integrity and a strong focus on catering to the

needs of the common man- by offering him high ?uality and cost"effective

products L 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.



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

0ach 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 +roup closer to the grassroots and has made it the preferred choice for all

financing re?uirements amongst the customers.

NON-9AN;IN< FINANCIAL COMPANY BN9FC 1 A


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*$2s are doing functions akin to that of banks- however there are a few

differences

i. % *$2 cannot accept demand deposits

ii. It is not a part of the payment and settlement system and as such cannot

issue che?ues to its customers and

iii. !eposit insurance facility of !I+ is not available for *$2 depositors

unlike in case of banks.

COMMERCIAL VEHICLE

It is the funding of products include- trucks- buses- tippers- light

commercial vehicles- pick ups- > wheelers- etc.

(ange of services funding of new vehicles- refinance on used vehicles-

balance transfer on high cost loans- top up on existing loans- 0xtend product-

working capital loans L other banking products.

Wh ar# #(i2i'(#J

%ny individual M &artnership firm M company with more than < years business

experience. 1wnership of a vehicle is not mandatory. 2unding extended to

2irst Time User- Transporters and aptive onsumers.

,ow much@

5oan amount can vary from a few thousands to crore depending upon the

specific re?uirement.



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2unding can be up to the extent of 6:: 9 of the chassis- body funding can be

extended on special re?uirement L on the past experience.

+enerally undertaken is ,ypothecation funding. They are also taking

over an old high"interest loan and converting it into low interest loan.

R#pa$m#n!@

In general repayment period is of > " years- however depending on the nature

of the deal the tenure can vary from 8 " 8: months.

The repayment schedule L the amortization schedule is sent on disbursement

of the loan.

In!#r#s!@

Interest is charged on a flat rate based on the scheme applicable for the

particular product.

2%(# 0NUI*T 51%*'

2arm e?uipment loan has also a big chunk in the vehicle finance.

E(i2i'i(i!$ @-

A2ri"&(!&ra( Us#rs



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%ny individual aged above


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%pplication form with photograph of the customer and all co applicants

andMor guarantor.

&erforma Invoice of the asset to be funded from an authorized dealer.

5and records of the borrowerMs.

5and valuation and title search report of the land.

(esidence proof of the borrowerMs.

Identity proof of the borrowerMs.

'ignature verification of the borrowerMs.

5oan agreement- duly signed by the applicants and guarantor.

< '&!sE'ecurity &ost !ated he?uesF for entire tenure.

Cmm#r"ia( Us#

%pplication form with photograph of the customer and all co applicants

andMor guarantor.

&roforma Invoice of the asset to be funded from an authorized dealer.

&roof of Income Eany of the followingF

" $illing statement for the past one year

" 5atest Income tax (eturn

" 5ast 8 months bank statement

(esidence proof of the borrowerMs.

Identity proof of the borrowerMs.

'ignature verification of the borrowerMs.

5oan agreement- duly signed by the applicants and guarantor.

< '&!sE'ecurity &ost !ated he?uesF for entire tenure.



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Rates 1ees

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.

In!#r#s!@

Interest is charged on a monthlyM?uarterlyMhalf"yearly reducing balance basis

as the case may be. 0very installment that is paid has a component of principal

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

installment payment.

T31 3,0050('

Two wheeler finance is comparably 'imple- 2riendly and Nuick.

5oan 'chemes are available from (s.=J::M" onwards to (s.6J::::M" in easy

installments over a period of 8 to >8 months.

E(i2i'i(i!$ Cri!#ria@

6. 'alaried Individuals


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J. &rivate 5imited ompanies

8. &ublic 5imited ompanies

In!#r#s! ra!#s@Interest rate is charged on a monthly reducing balance .

D"&m#n!s@

Identity &roofs

(esidence &roof

Income &roof

&ost !ated he?ues

opy of redit ard

billing statement

$ank passbookM'tatement

*o ob)ection ertificate

AWARDS AND RECO


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%d)udged as the third prize winner for having rended commendable

service in the areas of social welfare and rural development.

#s. %khila 'rinivasan receiving the social responsiveness %ward

instituted by $usiness 3orld O ompany from the ,onble /ice O &resident of

India Krishna Kant in the year 6;;;.

(ecipient of outstanding woman professional for


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1rphan and destitute care

&rimary education for the rural poor

#icro O credit financing through self" help groups for the marginalized

0mpowerment and upliftment of women in villages.

OPRHAN AND DESTITUTE CHILDREN@

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 Trusts activities are.

a. %bandond neglected and destitute children.

b. Auvenile delin?uents in need of care and protection.

c. hildren of poor and illiterate parents.

d. !isadvantaged and marginalized section of women- particularly rural

women

MICRO CREDIT FINANCIN< THROU


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c. #icro credit financing through self help groups in 6J8 villages in Tamil

*adu- %ndhra &radesh and Karnataka.

PRIMARY EDUCATION FOR THE RURAL POOR@

The trust runs four schools in rural areas at Thiruneermalai- &allikaranai-

#oovarasampet in Tamil *adu and inn &rakash *agar- +untur !ist. In %ndhra

&radesh. 1ver


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f. +reater leverage and status of ',+ members in local communities and with

the state.

THE FUTURE ACCORDIN< TO SHRIRAM

6. To enlarge the scope of micro credit financing activity through *$2

'hriram Investment 5imited.

. To lend credit at low interest rates to > lakh women below poverty line

in the next > years.

NATIONAL AWARDS WON

$usiness 3orld ompa? award fota 'ocial (esponsiveness instituted

by 2II from the ,onble /ice O &resident of India #r. Krishna Kant

on 6;;;.

#other Teresa award for orporate itizenship instituted by 5oyola

Institute of $usiness %dministration E5I$%F- hennai in


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PRODUCT PROFILE

0,TRUC; FINANCE

6. 'hriram Truck 2inancing ompanies. The wheels of progress.

. #onopoly position in financing of used vehicles.

. %ll India presence with a branch network of :9 per annum.

8. 2unds managed O (s 8::: crores.

=. 0?uity investors " iticorp-- UTI $anks- (eliance apital and 2#1

*etherlands have added tremendous value and strength.

7. /enture capital firm hris capital )oins as a strategic partner by

ac?uiring


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3e entered the onsumer !urable 2inance business in early


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2#1 the !utch +overnment owned financial services company has recently

picked up e?uity stake in 'I5 and 'T2. The company has extended a long

term debt of 8 million 0uros each to the two companies.

(eliance apital has also taken an e?uity stake in the two companies at a

premium.

.

AN OVERVIEW OF THE SHRIRAM


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group. 3ithin a short span o < years- we have managed a profile of over rest

87 crores in this business.

1ur monthly business amounts to over (s. 8 months.

'ince its inception we have financed over


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'hriram chits started its operations in the year 6;= 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 *adu- %ndhra &radesh- karnataka

and #aharastra- 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 systemsMnetworks and a transparent

accounting system- 'hriram hits have transformed this contemporary mehod

of savings into an attractive personalised to banking system.

,


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%mour consultant comprises a team of distinguished professionals from

insurance- finance- law and other management discipline- who have vast

business and managerial experience. The company has handled ma)or claims

for renowned clients. There have been several claim cases that were won even

in the arbitration stage.

The tern at %rmun onsultants begins with an in depth evaluation

of the client companys business environment. The company risk profile is

then studied. $ased on the results of these evaluations. The team then suggests

the most cist effective- integrated insurance package that is perfectly suited to

the companys risk profile.

The company plans to extend its customer base of the existing J::::: policy

holders to cross the 6 million mark by the end of financial year


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1ur stock broking arm operates under the insight share $rokers &vt. 5td. It is a

member of the *ational 'tock 0xchange - India and the #ulti ommodity

0xchange. This unit has expended the network by 6J:9 over the last year and

today it has more than : terminals spread across the length and breadth of

the country.

It has a retail customer base of around J::::.

The company launched its new products like !erivatives and commodity

Trading in early


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OR


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SAMPLIN


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&ersonal interview is considered as the sample plan.

2or this pro)ect area of research is ,ubli ity.

DATA COLLECTION METHOD@

I have collected the data from the following sources

A, PRIMARY DATA

The data collected from the company persons.

Nuestionnaires

9, SECONDRY DATA@

Interviewing with the owners of trucks

Internet

#agazines- atloges- etc.

MEASURIN< TOOLS@



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2or preparing this pro)ect I have considered ?uestionnaire as measuring tool

for collecting the data.



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CHAPTER III

RESULTS AND DISCUSSION WITH


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3, S&r"# ) )inan"# )r $&r HCVJ

Ta'(#@ 4,3

S&r"#s N&m'#r ) "&s!m#rs P#r"#n!a2#

C-p 'ans 9

STFC 86 869

Ta!a )inan"# 6; 6;9

O!h#rs 68 689

T!a( 0 0

Th# in)rma!in pr#s#n!#% in !a'(#4,3 r#.#a(s !ha!@-

869 respondents have taken loan from 'T2 .

6;9 respondents have taken loan from tata finance and 9

from co"op banks.

3hile remaining 689 have taken from other finance

companys.

The same information is presented in the form of diagrammatically as

follows"



48/88

4, Ar# $& a+ar# ) STFCJ

Ta'(#@4,4



49/88

*umber of customers &ercentage

Y#s 6:: 6::9

N *il *il

Total 6:: 6::9

The information presented in table" >.> reveals that"

%lmost all respondents are aware of 'T2 .


follows"



50/88

H+ %i% $& "m# ! n+ a'&! !his "mpan$J

Ta'(#@4,

'ources *umber of customers &ercentage

2riends >7 >79

%gents . reveals that"

>79 respondents have bought finance from 'T2 on the

advice of their friends.


51/88


follows"

5, D $& 2#! !h# )inan"# *&i"($ )rm STFCJ

Ta'(#@4,5



52/88

*umber of customers &ercentage

4es 7 79

*o 68 689

Total 6:: 6::9

The information presented in table>.J reveals that"

79 respondents are in favour of ?uick finance availability

from 'T2 .

3hile remaining 689 of them are not in favour of ?uick

finance.


follows"



53/88

7 Ar# $& sa!is)i#% +i!h !h# %"&m#n!a!in pr"#ss a! STFCJ

Ta'(#@4,7


,ighly 'atisfied


54/88

The same information is presented in the form of diagrammatically

as follows"



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: D $& r#*&ir# an$ "han2#s in !h# %"&m#n!a!in pr"#ssJ

Ta'(#@4,:

N&m'#r ) "&s!m#rs P#r"#n!a2#

Y#s 3 3

N :3 :3

T!a( 0 0

The information presented in table>.= reveals that-


56/88

, Wha! % $& )##( a'&! !h# in!#r#s! ra!#s a! STFCJ

Ta'(#@4,


V#r$ Hi2h 07 07

Hi2h

M%#ra!# 4 4

L+ 7 7

T!a( 0 0

Th# in)rma!in pr#s#n!#% in !a'(#4, r#.#a(s !ha!@-

689 of the respondents are in favour that interest rate at 'T2

is very high and 9 of them are in favour of ,igh rates.

3hile >9 of them are in favour of moderate interest rates and

89 for low interest rates.



57/88

Th# sam# in)rma!in is pr#s#n!#% in !h# )rm ) %ia2ramma!i"a(($ as

)((+s@-



58/88

G Ar# $& sa!is)i#% '$ !h# p#r"#n!a2# ) )inan"# pr.i%#% '$

STFCJ

Ta'(#@4, G

N&m'#r ) "&s!m#rs P#r"#n!a2#

Y#s

N 03 03

T!a( 0 0

The information presented in table>.; reveals that"

779 of the respondents are 'atisfied with &ercentage of

finance given by 'T2 .

3hile 6


59/88

0, Ar# $& sa!is)i#% +i!h !h# s#r.i"#s ))#r#% '$ STFCJ

Ta'(#@4, 0


Cmp(#!#($ Sa!is)i#% 0 0

Sa!is)i#% 43 43

N#i!h#r sa!is)i#%%is-

sa!is)i#%

3 3

Dis-Sa!is)i#% 3G 3G

Cmp(#!#($ %is-

Sa!is)i#%G G

T!a( 0 0

The information presented in table>.6: reveals that"

6:9 of the respondents are completely 'atisfied with

the service offered y 'T2- >


60/88

The same information is presented in the form of diagrammatically

as follows"



61/88

00 Wha! ar# !h# )#a!&r#s !ha! a!!ra"!#% $& ! 'rr+ (an

)rm STFCJ

Ta'(#@4, 00


5ow interest rates 8 89

0asy documentation 6: 6:9

Nuick finance 7 79

5ow 0#I *il *il

Total 6:: 6::9

The information presented in table>.66 reveals that"

79 of the respondents are attracted by ?uick finance.

6:9 of the respondents for easy documentation.

3hile remaining 89 for low interest rates.


follows"



62/88

03, H+ % $& ra!# STFC +i!h r#sp#"! ! !h#r )inan"#

"mpani#sJ



63/88

Ta'(#@4, 03


Ta!# 03 03

Ash L#$(an% 0 0

STFC 37 37

HDFC 0 0

ICICI 0 0

S9I 03 03

T!a( 0 0

Th# in)rma!in pr#s#n!#% in !a'(#4,03 r#.#a(s !ha!@-

6


64/88



65/88

04, Wha! is $&r #8p#ri#n"# +h#n $& appra"h#% !h# #8#"&!i.#s

) STFC )r )inan"# ) HCVJ

Ta'(#@4, 04


V#r$ 2% reveals that"


66/88


follows"



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0, Ar# $&r *ri#s "(#ar#% *&i"($J

Ta'(#@4, 0

N&m'#r ) "&s!m#rs P#r"#n!a2#

Y#s 3 3

N 0 0

T!a( 0 0


7


68/88

05, Ar# $& sa!is)i#% +i!h !h# r#pa$m#n! s$s!#m ) STFCJ

Ta'(#@4, 05

N&m'#r ) "&s!m#rs P#r"#n!a2#

Y#s 7 7

N 47 47

T!a( 0 0

The information presented in table>.6J reveals that"

89 of the respondents are 'atisfied with repayment system at

'T2.

3hile remaining >89 of them re?uires changes in repayment

system.


follows"



69/88

07, D $& r#"mm#n% STFC ! !h#rsJ

Ta'(#@4, 07

N&m'#r ) "&s!m#rs P#r"#n!a2#

Y#s 7 7

N 43 43

T!a( 0 0


879 of the respondents are in favour of recommending 'T2 to

others for taking loan.

3hile remaining >


70/88

0:, D $& +an! ! !a# )inan"# in n#ar )&!&r# )rm STFCJ

Ta'(#@4, 0:

N&m'#r ) "&s!m#rs P#r"#n!a2#

Y#s 7 7

N

T!a( 0 0

The information presented in table>.6= reveals that"

8:9 of the respondents wants to take finance in near future from

'T2.

3hile remaining :9 of them are not in favour of taking finance

from 'T2 .


follows"



71/88

CONCLUSION

5ess than anticipated growth in the face of intensifying competition and rising

costs- can hardly be expected to get the company foaming.

$y seeing the observations most of the customers are having positive

perception towards 'hriram Transport 2inance ompany 5imited and are

satisfied with their services such as Nuick finance- 0asy documentation

process etc. The company is progressing continously in the field of finance as

*on"$anking 2inance ompany to compete with other 2inancial as well as

*on"banking financial institutions.

'T2 is the *on"$anking 2inancial ompany in the Indian scenario

and it is the leader with monopoly position in financing for ,eavy

ommercial /ehicles.



72/88

SU


73/88

CHAPTER-



74/88

Qs!innair#

!ear 'irM#adam-

I am pleased to introduce myself as #$% student of &0'LTs$elgaum Institute of #anagement 'tudies- $elgaum. %s a part ofmy curriculum I am conducting a survey on the G&erception ofcustomers towards 'hri(am Transport 2inance ompany 5imited

to improve the ?uality of serviceH. The information provided byyou will be strictly kept confidential and used for academicpurpose only.

4our co"operation will be highly appreciated.

6.!o you own a ,/@

4es Q R *o Q R

. %re you aware of 'T2@

4es Q R *o Q R E If no go to Nuestion *o" 6= F.

. ,ow did you come to know about this company@

2riends Q R %gents Q R 'elf experience Q R 1thers Q R

J. !o you get the finance ?uickly from 'T2@

4es Q R *o Q R



75/88

8. %re you satisfied with the documentation process at 'T2@

'trongly dis" satisfied Q R !is"satisfied Q R *eithersatisfiedM !is"satified Q R 'atisfied Q R 'trongly'atisfied Q R

=. !o you re?uire any changes in the documentation process@

4es Q R *o Q R

If 4es specify SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS.

7.3hat do you feel about the interest rates at 'T2@

/ery ,igh Q R ,igh Q R #oderate Q R 5ow Q R

;. %re you satisfied by the percentage of finance provided by

'T2@

4es Q R If *o specify SSSSSSSSS.

6:. %re you satisfied with the services offered by 'T2@

'trongly dis" satisfied Q R !is"satisfied Q R *either

satisfiedM !is"satified Q R 'atisfied Q R 'trongly'atisfied Q R

66. 3hat are the features that attracted you to borrow loan from'T2@

5ow interest rates Q R Nuick finance Q R

0asy documentation Q R 5ow 0#I Q R



76/88

6


77/88

6;. &lease provide some suggestions in improving the ?uality ofservice at 'T2@

SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS

SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS.

&lease provide the below mentioned information

*ameSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS

%ddressSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS

1ccupation SSSSSSSSSSSSSSSSSSSSSSSSSSSSS

%nnual Income SSSSSSSSSSSSSSSSSSSSSS

+ender #ale Q R 2emale Q R

Than Y&



78/88

WEE;LY PRO


79/88

Nam# !h# s!&%#n!@- Ri$a Ah#ma% Hsp#!

Ti!(# ) !h# s!&%$@-A s!&%$ n P#r"#p!in ) "&s!m#rs !+ar%s ShriRam

Transpr! Finan"# Cmpan$ Limi!#% ! impr.# !h#

*&a(i!$ ) s#r.i"#

R#pr!@- 3n%

%a!#%a$ ACTIVITIES DONE


80/88




*&a(i!$ ) s#r.i"#

R#pr!@-4r%


:MJM:8Tuesday

(eferred some #arketing (esearch for drafting model?uestionnaire

>6MJM:83ednesday

#et Internal L 0xternal +uide discussed the ?uestionnaire.

6M8M:8Thursday

#et Internal L 0xternal +uide discussed the ?uestionnaire

M8M:8

'aturday

#ade minor changes in ?uistionnaire.

M8M:8'unday

,oliday

Si2na!&r# ) s!&%#n! Si2na!&r# ) !h# In!#rna(


81/88




*&a(i!$ ) s#r.i"#

R#pr!@- !h


JM8M:8#onday

!rafted final ?uestionnaire for customers.

8M8M:8Tuesday

ollected data re?uired from customers.

=M8M:83ednesday

(eferred Aournals L Internet for conducting survey.

7M8M:8Thursday

I have pointed out the random sample for conductingsurvey.

;M8M:82riday

irculated the consumer ?uestionnaire for pilot testing .

6:M8M:8

'aturday

%fter pilot testing met Internal L 0xternal +uide discuss

problem occurred during the pilot testing of ?uestionnaire.66M8M:8'unday

,oliday



82/88




*&a(i!$ ) s#r.i"#

R#pr!@-5!h


6M8M:8Tuesday

onsidering the instructions of guides prepared final?uestionnaire.

6M8M:83ednesday

'tarted conducting survey for J customer of ,/.

6JM8M:8Thursday

'tarted conducting survey for 6: customer of ,/.

68M8M:82riday

'tarted conducting survey for 66 customer of ,/.

6=M8M:8

'aturday

'tarted conducting survey for J customer of ,/.

67M8M:8'unday

,oliday



83/88




*&a(i!$ ) s#r.i"#

R#pr!@-7!h


6;M8M:8#onday

'tarted conducting survey for ; customer of ,/.

customer of ,/.


84/88




*&a(i!$ ) s#r.i"#

R#pr!@-:!h



85/88




*&a(i!$ ) s#r.i"#

R#pr!@-G!h


>M=M:8#onday

'tarted making graph and analyzing the results.

M=M:8Tuesday

#et 0xternal guide discussed the results and findings.

JM=M:83ednesday

ontinued making the graph and analyzing the results.

8M=M:8Thursday

ontinued making graph and analyzing results.

>:M8M:82riday

ollected all information in one document for makingreport.

7M=M:8'aturday

1n leave

;M=M:8

'unday

,oliday



86/88


Ti!(# ) !h# s!&%$@-A s!&%$ n P#r"#p!in ) "&s!m#rs !+ar%s

ShriRam Transpr! Finan"# Cmpan$ Limi!#% !

impr.# !h# *&a(i!$ ) s#r.i"#

R#pr!@-0!h


6:M=M:8#onday

I have showed report to internal guide.

66M=M:8Tuesday

#ade re?uired changes in the report.

6M=M:8Thursday

#ade changes as per the instructions of 0xternal +uide.

6M=M:82riday

Took print out.

6JM=:8'aturday

'ubmitted report to the collage.

68M=M:8

'unday

,oliday



87/88

(020(0*0 $11K'"

6. #%(K0TI*+ (0'0%(, Tull and ,awkins.

. #%(K0TI*+ 5amb- ,air- #cdaniel.

WE9SITE@-

6. www.shriram.com


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Documents

Shriram Transport Finance Company Limited to Improve the Quality of Service