A DISSERTATION REPORT

ON
“STUDY OF CUSTOMER SATISFACTION
For BAJAJ FINSERV”

SUBMITTED TO

SAVITRIBAI PHULE PUNE UNIVERSITY

IN PARTIAL FULFILLENT OF 2YEARS FULL TIME COURSE MASTER OF BUSINESS

ADMINISTRATION(MBA)

SUBMITTED BY:
MANISH GADEKAR

UNDER THE GUIDANCE OF

PROF. DR. DEVIDAS GOLHAR

OF MANAGEMENT, VADGAON(BK), PUNE-411041

INDEX
CHAPTER CONTENT PAGE NO.

Executive summary

1 OBJECTIVES : - 1-2
2.1 Title of Project
2.2 Objectives of Project

2 ORGANIZATION/COMPANY PROFILE: 3-17

2.1 Company Profile
2.2 Vision and Mission
2.3 Organization Chart
2.4 Product Range and Variety
2.5 List of Competitors
2.6 History of Company
2.7 Achievements of Company
2.8 Building Photograph
2.9 SWOT Analysis

3 LITERATURE REVIEW 18

4 DATA ANALYSIS DATA INTERPRETATION & 19-43

TASK UNDERTAKEN

5 FINDINGS 44-48
LEARNING
LIMITATIONS
SUGGESTIONS & RECOMMENDATION
CONCLUSION

BIBLIOGRAPHY 49
ANNEXURE 50-55
 Executive Summary: -
Most market sectors today are comprised of a diverse range of niche players and consumers who have varied
needs and business drivers.

Exploring market opportunity is a great way to do this as it enables micro market analysis, helping you to
uncover potential you never knew existed. It provides three key advantages:

i. A better understanding of opportunities to penetrate niche target markets.

ii. Insight into the business problems amongst specific types of users.
iii. Discovery of where the true competition lies versus perceived competition.

In each of these scenarios, the opportunity map allows thorough analysis of the market so that you can clearly
identify opportunities and not be limited by current perception.
This sales methodology places a heavy emphasis on listening, and divides the sales process into three stages:
Getting Information, giving information, and getting commitment.

Customer satisfaction is a marketing term that measures how products or services supplied by a company meet
or surpass a customer’s expectation.

Customer satisfaction is important because it provides marketers and business owners with a metric that they
can use to manage and improve their businesses.

The main objective of the project is to:

i. To identify business opportunities in the market for BAJAJ FINSERV
ii. To determine the level and steps for customer satisfaction of existing as well as non-existing customers of
BAJAJ FINSERV

This study provides an understanding the dynamics of “opportunity” within metropolitan areas for BAJAJ
FINSERV. The purpose of opportunity mapping is to illustrate where opportunity rich communities exist and
assess who has access to these opportunities
Today, in the constantly accelerating disrupting business landscape, there is an increasing risk you are missing
out on the truly relevant changes, your real opportunities or the completion that fundamentally challenges the
logic of your industry,
This study also provides the importance of knowing the level as well as importance of knowing how satisfied
your customer is, as one cannot afford loosing clients in today’s world of competition.
INTRODUCTION:
To explore market opportunity is a process to identify successful areas of market penetration and potential
untapped areas of market or sales expansion. When well executed, it defines a perfect basis for a strategic plan
Opportunity Mapping consists of the following:
o Market Map: The Market Map is a study of various market conditions that is plotted on a map to identify
gaps between the current business of the company, and the total potential that the market offers. In our
example we match ‘macro’ information of market size from database and ‘micro’ information coming
from the internet resources of the company.
o Opportunity Gap: Analysis of the information coming from the Market Map, that is compared with the
current business segmented by product type and category, and defined by each individual customer.

The importance of understanding customer satisfaction

"Customer satisfaction provides a leading indicator of consumer purchase intentions and loyalty.
Customer satisfaction data are among the most frequently collected indicators of market perceptions. Their
principal use is twofold

1. Within organizations, the collection, analysis and dissemination of these data send a message about the
importance of tending to customers and ensuring that they have a positive experience with the company's
goods and services."
2. Although sales or market share can indicate how well a firm is performing currently, satisfaction is
perhaps the best indicator of how likely it is that the firm’s customers will make further purchases in the
future. Much research has focused on the relationship between customer satisfaction and retention.
Studies indicate that the ramifications of satisfaction are most strongly realized at the extremes.

Therefore the importance of tracking customer satisfaction is important as

1. It’s a leading indicator of consumer repurchase intentions and loyalty
2. It’s a point of differentiation
3. It reduces customer churn
4. It increases customer lifetime value
5. It reduces negative word of mouth
6. It’s cheaper to retain customers than acquire new ones

Page | 1
2) OBJECTIVES:

2.1) SALES INTERNSHIP & STUDY OF CUSTOMER SATISFACTION

For BAJAJ FINSERV

2.2) OBJECTIVES: -
I. To determine customer’s expectations regarding consumer durable loan
II. To examine the loan procedure for durable product at Bajaj Finserv.
III. To Identify the level of satisfaction of customers towards Bajaj Finserv.
IV. To understand the customer satisfaction among the existing as well as new customers.
V. To understand sales carried out in Bajaj Finserv

Page | 2
 2 ORGANIZATION/COMPANY POFILE: -

2.1) COMPANY PROFILE: -

Bajaj finserv was formed in April 2007 as a result of its demerger from Bajaj Auto Limited to act as a pure play
financial service business. The process of demerger was completed in February 2008. The demerger was only to
unlock values in the high growth business areas of Auto, Insurances, Finance sectors and Wind power but also to
run independently these core businesses and to strengthen the competencies.
The wind power project, the stakes in the life and general insurances companies and consumer finance along with
their respective assets and liabilities got vested in Bajaj Finserv Limited. In addition to that cash and cash
equivalent of INR 8000 million (the market value) was also transferred to the company. The demerger has
enabled investors to hold separate focused stocks and also facilitate transparent benchmarking of the companies
to their peers in their respective industries.
The constantly changing demographics and dynamics of the India economy, has led to creation of various needs
of the average India customer. The Indian customer now demands proper avenues of channelizing their savings,
financial protection and is also desirous of spending more on valuable goods and services. All these wants need
to be met by dynamic players in the financial services space. Bajaj Finsrev was formed specifically to cater to
these needs. The company was formed to touch and improve the lives of a growing number of people in the
country, and in doing so, deliver superior corporate values to its stakeholders. The operating companies carry
with them the Bajaj brand, which carries with it decades of commitment to business and highest standards ethics,
integrity and highest standards of fiduciary responsibility.

Page | 3
BAJAJ FINSERVE’S CORE VALUES:
At Bajaj Finance Limited, we believe in an all-inclusive work environment that has people from diverse
backgrounds working in complete harmony and synergizing their capabilities. It is our core value system that has
become the common thread driving our culture.

DO MORE. EARN MORE.

‘Do more. Earn more. ‘is the mantra that we live by at Bajaj Finserv. And this is practiced in the day to day
functioning of the organization through deliverables of every individual. Performance is held in high regard and
is amply rewarded.

Our Competency framework is focused on ensuring every employee can reach the pinnacle of effectiveness. Our
robust Rewards & Recognition framework focuses on rewarding achievers continuously through the year across
all levels.

ENTREPRENEURIAL SPIRIT
We strongly promote the entrepreneurial mind-set. We inculcate and encourage an attitude to seek positive
change to create more value for our stakeholders. We believe in empowering our employees to own business and
customers. To seek new answers to old questions. To identify opportunities and deliver ideas that convert those
opportunities.

CUSTOMER OWNERSHIP
The most effective way of standing apart from the competition is to continuously enhance value to customers.
The best path to delivery of value to the customer is through ownership of each customer. Anticipating their
needs, exceeding their expectations and making every moment and aspect of the relationship a pleasant
experience, is the mantra of every employee at Bajaj Finance.

ETHICS & TRANSPARENCY

We tolerate zero deviation from high standards of ethics and transparency. For us ethics translate into being fair,
respectful and trustworthy in our dealing with each and every one we get in touch with. We are transparent in all
our activities and publish regular business dashboards and numbers to our intranet portal for the benefit of all the
employees. We update employees on various business initiatives from time to time. At our quarterly town hall,
Confluence, our employees get the opportunity to ask questions, share feedback and suggestions on all aspects of
work.

Page | 4
2.2): Vision and Mission:

Vision:

Bajaj Finserv has a vision to become a full-fledged financial services company and be the financial partner to the
Indian consumer and help him across his financial needs, whether for finance, for investment management, for
protection or for post-retirement support, throughout his lifecycle.

Mission:
Bajaj Finserv aims to be the most useful, reliable and efficient provider of Financial Services. It is our continuous
endeavor to be a trustworthy advisor to our clients, helping them achieve their financial goals.

Page | 5
2.3) ORGANIZATION CHART: -

Name Designation

Rahul Bajaj Chairman

Nanoo Pamnani Vice-chairman

Madhur Bajaj Major director

Rajiv Bajaj Director

Sanjiv Bajaj Non executive director

D.S.Mehta Major director

D.J.Balajirao Director

Dipak Poddar Director

Ranjan Sanghi Director

Rajendra Lakhotia Director

Omkar Goswami Director

Page | 6
ORGANIZATION HIERARCHY: -

A key issue in accomplishing the goals identified in the planning process is structuring the work of organization.
Organizations are group of people, with ideas and resources working toward common goals. The purpose of the
organizing function is to make the best use of the organizations resources to achieve organizational goals.
Organizational Structure is the formal decisions making framework by which job tasks are divided, grouped and
coordinated. Formalization is an important aspect of structure. It is the extent to which the unit of organization is
explicitly defined and its policies, procedures and goals are clearly stated. It is the official organizational
structure conceived and built by top management. The formal organization can be seen and represented in chart
form. An organization chart displays the organizational structure and shows job titles, lines of authority and
relationship between departments. Organizational Structure allows the expressed allocation of responsibilities for
different functions and processes to different entities. Ordinary description of such entities is as branch site,
department, work group and single group of people.

Page | 7
2.4) PRODUCT RANGE AND VARIETY: -

Bajaj Finserv Lending offers loans for various needs. We offer loans for Bajaj Auto Two Wheelers under the
name of Bajaj Auto Finance Ltd. We offer Consumer Durable Loans, Personal Loans, Loan against Property,
Small Business Loans, Construction Equipment Loans, Loan against Securities and Insurance Services under the
name of Bajaj Finserv Lending. Bajaj Finserv Lending is one of the most diversified NBFCs in the market
catering to more than 5 million customers across the country. Apart from being a well-recognized organization,
they pride us for holding the highest credit rating of FAAA/Stable for any NBFC in the country today. The
product offerings include Consumer Durable Loans, Personal Loans, Loan against Property, Small Business
Loans, Two-wheeler and Three – Wheeler Loans, Construction Equipment Loans, Loans against Securities and
Insurance Services.

Home Loan

Construction Consumer
Equipment Loan Durable Loan

Product

Portfolio

Three/Two
Wheeler Loan
Mortgage Loan

Personal and
Small Business
Loan

Page | 8
 Products Covered:
0% interest Consumer Durables Finance is available on a wide range of products and in over 101 cities across
India. Hereunder is an indicative list of products covered?
1. LED/LCD/CTV
2. Washing Machines
3. Microwave Ovens
4. Refrigerators,
5. Cameras/Camcorders
6. Dishwashers
7. Generators
8. Cooking Range products
9. Dryers
10. Laptops / Desktops (Select)
11. Smart phones (Select)
12. Air purifiers / Water Purifiers / R.O.
13. Music Systems
14. Inverters
15. Air conditioners

Page | 9
2.5) LIST OF COMPETITORS: -

a) CAPITAL FIRST
b) RELIANCE CAPITAL

CAPITAL FIRST: -

Company Review

Capital First Limited, listed in NSE and BSE, is a leading Indian financial institution, specializing in providing
debt financing to MSMEs and Consumers in India.

Between 2008 to 2010, the Company was largely in the business of wholesale Financing, asset management, and
had JVs in Foreign Exchange and retail equity Broking. Between 2010 to 2012, Mr. Vaidyanathan acquired a
stake in the company, changed the business model to retail, and executed a Management Buyout of the company
by securing equity backing from Warburg Pincus for Rs. 810 Crores and changed the name of the company to
Capital First. In the process the company got new shareholders, reconstituted a new board and started new retail
business lines.

The Market Cap of Capital First has increased from Rs. 7.90 billion ($121 mn) on March 31 2012 (FY ending
prior to the buyout) to Rs. 76.28 bn on March 31, 2017. ($1.17 bn).

The founding theme of Capital First is that financing India's 50 million MSMEs and its emerging middle class,
with a differentiated model, based on new technologies provides a large and unique opportunity.

Unlike traditional models of financing, Capital First has successfully created new models to finance MSMEs and
Indian consumers, in the hitherto unbanked and under-penetrated segments. The Company uses a differentiated
model, based on new technologies and deep analytics. With this differentiated approach, Capital First has
financed over 4.0 million customers in more than 220 locations across India and built loan assets of Rs 198.24 Bn
(USD 3.05 bn) as on March 31st, 2017, with 93% of its loan assets in the Consumer & MSME financing space.
Capital First has maintained high asset quality over the years. The Gross and Net NPA of the Company is 0.95%
and 0.30% respectively as of 31 March 2017 on 120 dpd NPA recognition basis.
The company enjoys the highest long term credit rating of AAA. Capital First is focused on building an institution on
strong pillars of ethics, values and high corporate governance.

Page | 10
Board Members of Capital First:

RELIANCE CAPITAL: -

Company Review
Reliance Capital, a constituent of Nifty Midcap 50 and MSCI Global Small Cap Index, is a part of the Reliance
Group. It is amongst India’s leading and most valuable financial services companies in the private sector.
Reliance Capital has interests in asset management and mutual funds; life, general and health insurance;
commercial & home finance; equities and commodities broking; wealth management services; distribution of
financial products; asset reconstruction; proprietary investments and other activities in financial services.

Reliance Mutual Fund is amongst the top Mutual Funds in India with over six million investor folios. Reliance
Nippon Life Insurance and Reliance General Insurance are amongst the leading private sector insurers in India.
Reliance Securities is one of the India’s leading retail broking houses and distributors of financial products and
services. Reliance Commercial Finance and Reliance Home Finance are one of the most rapidly expanding
businesses in the lending space.

Reliance Capital has a net worth of Rs. 16,692 crore (US$ 2.6 Billion) and total assets of Rs.82,209 crore (US$
12.6 Billion) as on March 31, 2017.

Page | 11
Board Members of Reliance Capital:

Anil Ambani
(Chairman)

Amitabh
Junjhunwala
(Vice Chairman)

Dr. Bhidhubhusan
Rajendra Chitale V.N.Kaul
Samal
(Director) (Director)
(Director)

2.6) HISTORICAL DEVELOPMENT OF THE COMPANY: -

1987 - 1999
If you were to ask us what does an excruciating six month wait for your favourite 2 wheeler have to do with the
most diversified non-bank bank in the country? We'd say "Everything". This simple consumer truth about India's
license days helped us realise two things. One, that maybe it's not just two wheelers that consumers hate waiting
for, but just about for everything else as well. Two, that just like always in the past, time will be the most
precious commodity that consumers will be willing to pay a premium for, especially if it's got to do with their
need for financing their dreams. The rest of our journey is just milestones we've set for ourselves to keep setting
bigger milestones.

Each of the two realisations we started our journey with, helped shape us as a company that has carefully
invested in understanding processes to cut time for consumers and as a company that has created the most
diversified portfolio of finance products in India. Of course we can’t share trade secrets, but here's a list of
milestone dates of both big things and small.

It was a Wednesday when we were incorporated as Bajaj Auto Finance Limited on 25 March, 1987. In the same
year on 20 October we became a deemed public company u/s 43A(1) of the Companies Act 1956. On 24
September, 1988 we were registered as a Public Limited Company. On 5 March, 1998 we were registered with
RBI as a Non-Bank Company. In 1994-95 we had our initial Public issue of Equity shares and were listed on the
BSE and NSE.

Page | 12
With walking the talk in our DNA we crossed Rs. 10 Crore Profit Before Tax milestone in 1995. In 1996, we
crossed the Rs. 100 Crore landmark of Shareholders' Funds. Our first eleven years were focused on
providing Two and Three Wheeler finance and setting up our pan-India network. Hard work and accumulated
learning of our first decade has served us in good stead throughout our journey.

Towards the end of 1900s liberalisation was paying off rich dividends and consumerism on the rise like never
before in India. When we ventured into the then little known business of Durable Finance in 1998-99, little did
we ourselves know that in less than a decade we will become integral to India's snowballing electronic devices
dream. Little did anyone else expect us to chart a course of unique value through innovations in processes across
the financing needs of India. It was in the 2000-10 decade that we came of age many times over.

2000 - 2010
Human aspirations need means to finance it into reality. There are as many needs as there are humans.

In the 2000-10 decade we expanded our expertise to finance dreams beyond Two & Three wheelers and Durables
to Business and Property and a whole host of other personal needs. We tied up with the best companies to create
robust back ends to manage processes. As our footprint expanded and as we financed more and more Indian
dreams, we expanded our means to generate the funds. Simultaneously we leveraged technology to crunch time
to approval for consumers across our businesses. We proposed and persuaded banks and other non-banks to
collaborate for exploring avenues for profit. And we ploughed profit back into society as well through our
various CSR initiatives.

Our belief in our approach was paying off just in line with our expectations. We crossed Rs. 500 Crore of annual
disbursement in 2000. We doubled it within six years to Rs. 1,000 Crore. 2006 also saw our Assets Under
Management crossing the Rs. 1,000 Crore milestone. Our Shareholders' Funds crossed the Rs. 1,000 Crore
milestone in 2008.

In line with our fast diversifying finance portfolio it was natural that our name reflect the expanded sphere of our
presence in customers' life. We changed our name from Bajaj Auto Finance to Bajaj Finance on 6 September,
2010.

2011 - 2013
What does a leader do to keep the original spirit and belief alive and kicking? Innovate. Innovate and Innovate.

Innovate products. We created the first EMI (Existing Member Identification) Card and we created Flexisaver in
2012.

Innovate in Process. We reduced the approval time for Durable and Lifestyle Financing from our own
benchmarked time of 15 minutes to 5 seconds flat by 2011.

Innovate in delivery. In the last two years we've delivered delight to consumers and partners through our
Customer Portal and Galaxie, our feature loaded digital apps.

Page | 13
By the second year of this decade and we had already crossed 2,000 Crore milestone in Shareholders' Funds. Our
Assets Under Management are already beyond Rs. 10,000 Crore. Our PBT for FY 2012 was Rs. 602 Crore.

In FY 2013-14, we set to breach the Rs .20,000 Crore mark for our Assets Under Management.Our roots teach us
to be sensitive to sustainability. We are careful about growing soundly and we place a lot of emphasis therefore
on governance. Bajaj Finance Limited is one of the few NBFCs in the country to be awarded a rating of
FAAA/Stable for Fixed Deposits, indicating a very strong degree of safety.

Page | 14
2.7) ACHIEVEMENTS OF THE COMPANY: -

A. Awards:

B. Top 3 Financial Services Company:

We're proud to be ranked amongst the Top 3 Financial Services Companies to work for in India. The ranking was
conferred on us by Great Places to Work (GPTW), the gold standard in ranking the world’s best workplaces, at a
special event hosted in Mumbai on 21 June, 2013. GPTW conducts this survey every year amongst more than
500 companies across India. This year more than 530 companies participated in the survey.

C. CIO 100:
Recently, we also won the CIO 100 Innovation award for two of our innovations - EMI Card and Flexi
saver.CIO 100 is an annual award program that recognizes organizations that exemplify the highest level of
operational and strategic excellence in information technology (IT). CIO magazine has a long and proud tradition
of honoring leading companies for business and technology leadership and innovations through its premiere
award program – CIO100. Now in its 25th year in the USA, it is an acknowledged mark of enterprise IT
excellence. It’s a celebration of 100 organizations (and the people within them) that are using information
technology in innovative ways to deliver business value, whether by creating competitive advantage, optimizing
business processes, enabling growth or improving relationships with customers. Hosted in countries such as
Canada, Sweden, Australia, Singapore, Vietnam, Hungary and India, the CIO 100 Awards is a truly global
recognition. It is an acknowledged mark of excellence in enterprise IT.

Page | 15
2.8) BUILDING PHOTOGRAPH: -

Page | 16
2.9) SWOT ANALYSIS: -
STRENGTH:
1. Highly experienced sales executive
2. Proper setup for customer handling with less work disruption
3. Widespread distribution network
4. High performance across all categories
5. Great financial support network
6. Good team backup up support
WEAKNESS:
1. Uneven schemes for customers
2. One sales executive sometimes fails to entertain customers
3. Sales executives doesn’t get support from owner driven stores
4. More strict policy than competitors
OPPORTUNITIES:
1. Untapped market above other lending companies
2. The growing and improvised schemes in the market
3. Growing demand for 0% financial schemes especially in emerging markets
4. Proposing to launch more other financial schemes and more product introduction
THREATS:
1. The competition catches up any new innovation in no time
2. Margins getting squeezed from both the directions(price as well as cost)
3. Threat of other financial lenders like future finance etc offering the same benefits.

Page | 17
 3 LITERATURE REVIEW: -

I. Bajaj Finserv lending bets big 0% interest finance

(India Info Line News Services/17 April, 2012, 17.22)
II. Bajaj finserv lending launches extended warranty with its 0% interest consumer
Durable finance.
Another innovation from Bajaj Finserv Lending, Extended warranty will provide additional 1year
coverage for products after the expiry of manufacturing warranty period
(Mumbai, Maharashtra, JUNE 2, 2012/India PR wire/-)

III. In 2003 spending on the customers good products have touched 6.6% out of total spending of the Indian
customers.
(Singhal, 2005, Kotler and others, 2007)

IV. The demand of consumer durable products has been increase much more in 2013-14 increase in demand
of product means increase in income of people (Arora Renu, 1995, Bhatty I.Z, 1989, Gupta and Pal,
2001, Sontaki, 1999).

Page | 18
 3 SUMMARY OF TASKS ASSIGNED and COMPLETED

3.1 Sales Job

I. Meeting new customers

II. Introducing them to Bajaj Finserv
III. Telling them the benefits of cosumer durable loans
IV. Pitching them different EMI slabs

3.2 Process of loan

I. First pitch the customer,after pitching the customer the next process is to explore them overall loan
process of 0% interest sceheme .Once the customer is agreed, then ask the customer for the required
documents like ID-proof, Address proof i.e voter ID,driving licence,aadhar card and cancelled cheque etc
to approve the loan.After compliting the submition procedure of documentation,the next step is to decide
the surrogate of the customer.
II. Customer should be fill up the application form,then the details of customer get stored by the executives
in to the sales force softwear.
III. Once all this loan process is done, the unique case ID will be generates. Then all the control goes in to the
hand of company approval department.
IV. After approval of loan , customer should sign the agreement document (which includes the terms and
conditions), then next process is to generate the invoice of loan and product amount.
V. On the basis of invoice,memo of disbursement is gets generate.
VI. Along with the loan procedure documents, disbursment memo will get forward to the bajaj finserv , Pune
branch office premises. Then all the attached documents are scrutinze by the operational department of
bajaj finserv’s.
VII. Once the loan procedure of the company is satisfied then this douments get sealed by the approval stamp.

Page | 19
Documentation:
1. Residential proof

2. ID Proof

3. Cancelled Cheque

4. Credit Card

5. Salary Slip Latest (For Govt. Employee and salaried)

6. Last 3 months Bank Statement (Salaried)

7. Phone Bill, latest, original and delivered by courier (Instant)

Scheme Chart for loan approval :

Schemes Description

12/4 It means the 4months payment will be taken as an advance and remaining
payment will be distributed in 8 months.
10/2 It means the 2 months payment will be taken as an advance and remaining
payment will be distributed in 8 months.
18/6 It means the 6 months payment will be taken as an advance and remaining
payment will be distributed in 12 months. And it is long term scheme.
24/6 It means the 6 months payment will be taken as an advance and remaining
payment will be distributed in 18 months. And it also long term scheme.
10/0 It means there is no any advance payment will be taken, all payment will be
distributed in 10 months.

Page | 20
Policies for Loan Approval:

Page | 21
Case No.1
Name of the Applicant Mr. Ranjeet Kumar
Age 35 year
Permanent Address Mahatma Gandhi Road
Nehru Nagar, Near Rajouri Garden
New Delhi-110021
Residential Address Gulmohar Park, ITI Road
near ICICI Bank, Aundh
Pune -411007
Occupation Service
Company Name SunGard, pune
Salary 80,000/-PM
Purchase of Products

I. Samsung LED TV
II. Samsung Washing Machine

Cost of Products

I. Rs.40,000
II. Rs.35,000

Document Required for Loan

I. Address Proof:-Bank Statement

II. ID Proof: - Pan Card or Voting Card or Driving License.

III. Income Proof:-SBI Credit Card (Platinum)

Problem Address Proof

Mr.Ranjeet Kumar has the address proof but this Address Proof of other city, so as per loan requirement address
proof should be of current city

Name of the Applicant - Mr.Ranjeet Kumar

Page | 22
Particular Eligibility criteria for loan approval Applicable for Loan

Occupation Service 
Company Name SunGard 
Salary Rs.9,60,000 PA 
House Rented 
Place(Stay) Aundh 
Document Required
Address Proof Bank Statement 
ID Proof PAN Card ,Voting Card 
Credit Card SBI Credit Card (Platinum) 
Products
Samsung 40’ LED TV Rs.40,000 
Samsung Washing Machine Rs.35,000 

Solution:-

a. Calculation of EMI and Down payment:

Scheme-:12/4 (Ref.Table No.3.1)
Cost of Product-: Rs.75, 000
Down payment -:Rs.25, 000 (Rs.75, 000/12*4)
EMI-: Rs.6250*8 Month= Rs.50, 000

b. How to Approve the Loan:

I. Minimum Required Salary for taken a loan –Rs.8000/-and Above, So Mr.Ranjeet Kumar has Rs.80000/-
PM Salary so he is applicable for loan.
II. As an address proof for taken a loan it is must to Mr.Ranjeet Kumar to submit either Rent agreement or
credit card statement which is on current city address.

III. As an ID proof requirement he should be provide voting card or PAN Card or Passport.
Page | 23
Case No.2

Name of the Applicant Ms.Smita Badiyani

Age 26 year
Residential Address Bramha Village, Behind Jyoti Restaurant,
near Bharat Petrol pump, Kondhwa
Pune -411048
Occupation Service
Company Name Infosys, Pune
Salary 50,000/-PM
Purchase of Products
I. LG Refrigerator
Cost of Products
I. Rs.36,000

Document Required for Loan

I. Address Proof:-Rent Agreements
II. ID Proof: - Pan Card or Voting Card or Driving License. And marriage
Certificate.
III. Income Proof:-3 Month Bank Statement.

Problem ID Proof
As per the documents require for the approval of loan, Ms.Smita Badiyani should submit the ID Proof of
she’s current name.

Name of the applicant - Ms.Smita Badiyani

Page | 24
Particular Eligibility criteria for loan Applicable for Loan
approval
Occupation Service 
Company Name Infosys 
Salary Rs.6,00,000 PA 
House Rented 
Place Kondhwa 

Document Required
Address Proof Rent Agreement 
ID Proof Marriage Certificate 
Bank Statement 3 Month bank statement 

Product
LG Refrigerator Rs.36,000 

Solution:
a. Calculation of EMI and Down payment:
Scheme-:12/4(Ref.Table No.3.1)
Cost of product-:Rs.36, 000
Down payment-: Rs.12, 000 (Rs.36, 000/12*4)
EMI-: Rs.3000*8 Month = Rs.24, 000

b. How to approve the Loan:

I. She has the 50,000 PM salary; the minimum salary should be 8000 PM, so she is applicable for the loan.
II. As per the requirement of loan approval document, if lender leaves on the Rent bases then he or she
should submit the Rent agreement which would be on Rs.1000/- stamp paper. This document criteria
fulfilled by Ms.Smita Badiyani.
III. For the ID Proof required the PAN Card, Voting Card and Driving Licenses.

Page | 25
 Ms. Badiyani has the PAN Card but problem is that she’s is not having the current name i.e. after
marriage on the PAN Card. For solving this problem, we have taken the Marriage Certificate along with
PAN Card Copy.
IV. For the Income Proof required Credit Card, or Existing Customer or any bank loan as well as 3 Month
Bank Statement, So she have the 3 Month Bank Statement from Feb to May, and also her 780 score in
CIBIL records.

Case No.3

Name of the Applicant Mr.Anurag Kasat

Age 45year
Residential Address Shree Niwas, ITI Road,
near Croma Showroom,aundh
Pune -411007
Occupation Service
Company Name Mahindra and Mahindra
Salary 50,000/-PM
Purchase of Products
I. Sony LED TV
Cost of Products
I. Rs.52,000

Document Required for Loan

I. Address Proof:-Electricity Bill, Telephone Bill, Passport
II. ID Proof: - Pan Card or Voting Card or Driving License or Passport
III. Income Proof:-HDFC Credit

Problem System Error

Mr. Anurag Kasat has all the required documents but the actual problem in system, the system shows the
Bajaj Dedupe Error it means there is problem in the loan database of Bajaj Finserv lending.

Name of the applicant:-Mr.Anurag Kasat (Existing Customer)

Page | 26
Particular Eligibility criteria for loan Applicable for Loan
approval
Occupation Service 
Company Name Mahindra and Mahindra 
Salary Rs.6,00,000 PA 
House Own 
Place Aundh 
Document Required
Address Proof Passport 
ID Proof Passport 
Credit Card HDFC Bank 
Product
Sony LED Rs.52,000 

Solution:-

a. Calculation of EMI and Down payment:

Scheme: 10/0 (Ref.Table No.3.1)
Cost of product: Rs.52, 000
Down Payment: Rs.250 (Processing Fess)
EMI: Rs.5200*10 Month=Rs.52, 000

b. How to approve the loan:

I. Mr.Anurag Kasat has the Existing Customer of Bajaj Finserv Lending, for the Existing
Customer can pay the down payment through cash as well as credit or Debit Card. So
Mr.Kasat pays the down payment by cash.
II. Due to the system Error the loan has been rejected, When the Mr.Kasat has produced the
copy of NOC to the Bajaj Finserv Lending. Then the Company sorts out his problem by
updating the previous loan history of Mr.Kasat.

Page | 27
 III. For reflecting the database changes system required the duration of one month so after
reflecting the changes his loan get approved.

Case No.4

Name of the Applicant Mr.Akshay Kadam

Age 27 year
Residential Address Swapnagari society, ajmera
Near H.A.Ground Pimpri,
Pune -411018
Occupation Service
Company Name Alfa Laval
Salary 30,000/-PM
Purchase of Products
I. Sony LED TV
II. Samsung Washing Machine

Cost of Products

I. Rs.42,000
II. Rs.30,000

Document Required for Loan

Page | 28
 I. Address Proof:-Electricity Bill, Telephone Bill, Passport
II. ID Proof: - Pan Card or Voting Card or Driving License or Passport
III. Income Proof:-ICICI Bank Credit Card

Problem ID Proof Name

Name of Mr.Akshay kadam on the credit card and Pan Card is mismatch i.e.Akshay Kadam on credit card
and AAkaash KKadam on PAN Card.

Name of the applicant:-Mr.Akshay Kadam

Particular Eligibility criteria for loan Applicable for Loan

approval
Occupation Service 
Company Name Alfa Laval 
Salary Rs.3,60,000 PA 
House Own 
Place Pimpri 
Document Required
Address Proof Electricity Bill 
ID Proof Pan Card 
Credit Card ICICI Bank 
Product
Sony LED Rs.42,000 
Samsung washing Machine Rs.30,000 

Solution:-
a) Calculation of EMI and Down payment:

Page | 29
 b) H Particular Sony Samsung
o Scheme 18/4 12/4
w Cost of product Rs.42,000 Rs.30,000
to Down Payment Rs.9,336 (Rs.42,000/18*4) Rs.10,000(Rs.30,000/12*4)
a EMI Rs.2,334*14 Month=Rs.32,676 Rs.2,500*8 Month=Rs.20,000
p
prove the Loan:
I. Mr.Akshay Kadam has the entire document i.e. Address Proof, ID Proof, and Income Proof, but he is only
having the problem with ID Proof.
II. For solving the ID Proof problem we have taken the Govt.Gadget Letter from him.

Case No.5

Name of the Applicant Mr. Avinash Thite

Age 50 years
Permanent Address Karve Road, near
Dashabhuja Ganesh Temple,
Kothrud Pune-411004
Occupation Own Business
Company Name Omkar Trading
Purchase of Products

I. Sony LED TV
II. Sony Home Theater

Cost of Products

I. Rs.52,000
II. Rs.35,000

Document Required for Loan

I. Address Proof:-Electricity Bill, Index-II, Telephone Bill.

Page | 30
 II. ID Proof: - Pan Card, Voting Card, Driving License. and Passport.
III. Income Proof: - Credit Card, Any Bank Loan.

Problem Case rejected due to less CIBIL Score

CIBIL Scores Required Criteria:-

Minimum CIBIL Score required for loan approval is 750 or more; Mr.Avinash Thite has 710 CIBIL Score, His
score below the criteria so loan has been rejected.

Page | 31
 3.3 SURVEY FOR CUSTOMER SATISFACTION

RESEARCH DESIGN

A research design is the arrangement of conditions for the collection & analysis of data in a manner that aim
combine relevance to the research purpose with economy in procedure Research design is the conceptual
structure within which research is conducted. It is the overall operational pattern or framework of the project that
stipulates what information is to be collected from which sources by which procedure.
The med for research id felt, when a problem or a difficult situation arises or there is a need for an improvement
in the exciting infrastructure or system so as to improve upon the flaws. With the help of detail analysis one tries
to study the systematic flaws in the system or ways to improve upon in further. This report tries to address one of
the aspects of any organization i.e. market enhancing.
At Bajaj Finserv Pvt. Ltd ., my goals was to actively participate in enhancing market with the idea to learn what
are the challenges and limitation faced by personnel working in this industry and how to make it more efficient.
I have prepared the project in a descriptive form wherein, the objectives f the study was to understand the
technicalities related to the enhancement of market. Research methodology has a certain pattern . It begins with
defining a problem and then formulating hypothesis based upon the findings or data to facilitate the process in a
better way. This lead to the conclusion which results in suggestions. Research can be described as systemized
effort by an organization to gain insight into the heart of the problems and formulates necessary steps to correct
upon the flaw.
In order to accomplish the objectives of this project I first did the exploratory research wherein I collected the
existing data from the company’s databank.

Page | 32
4 DATA ANALYSIS: -

METHODS USED

I. RESEARCH DESIGN FOLLOWED:

Descriptive Research is the method used because descriptive studies embrace a large proportion of market
research. The purpose of the market environment. Descriptive research is more rigid than exploratory
research and seeks to describe users of a product, determine the proportion of the population that is use
product, or predict future demand for a product. As opposed to exploratory research, descriptive research
should define questions, people surveyed and the method of analysis prior to beginning data collection. In
other words who, what, where, why, and how aspects of the research should be defined.

SAMPLING

II. SAMPLING TECHNIQUE FOLLOWED:

In this project the technique of sampling used was judgment sampling. Judgement sampling involves the
choice of subject who are most advantageous placed or in the best position to provide the information
required.

III. SAMPLE UNIT:

In this project case sample were the customers &the aim was to know the customers handling skills.

IV. SAMPLE SIZE: 100 Customers.

DATA COLLECTION:

V. Information was collected by personally contacting customers through interviews.

Page | 33
DATA ANALYSIS DATA INERPRETATION.

I. Tools used for Analysis

Types of data analysis techniques used in the project

a) Tabular analysis
b) Graphical analysis

Sample size 100 units

Area covered Pune Station and Camp
Gender Male:81 Female:19
Age group 21 to 55 years old

Page | 34
 How did you come to know about Bajaj Finance?

Know About Bajaj Finance

34% 36% Advertisement

Reference
Shop Counter
Internet

12%
18%

Chart4.1

After analyzing the data about how customers got to know about Bajaj Finance so we can conclude the
following: -
I. According to the above chart we come to know that 36 customers were informed about the Bajaj Finserv
through various advertisement of retail chains it sponsored.
II. The second largest part of the chart that is 34 Shows that the new customers were referred by internet.
III. 12 of customers come to know about Bajaj Finance at shop counter itself.
IV. The 18 shows that mere 18 customers were attracted through reference related to services.

Page | 35
How were the terms & conditions of finance?

Terms & Condition

Clear 62
Satisfactory 32
Hidden 16

Terms & Condition

15%

Clear
Satisfactory

29% 56% Hidden

Chart4.2

After analyzing the data about the terms & conditions about Bajaj Finance we can conclude the following:
-

I. Approx. 62 customers replied positively that the terms & conditions were clear.
II. Approx. 32 customers were certainly satisfied with the terms & conditions and expected certain
Improvement.
III. Approx. 16 customers thought that certain terms & condition were hidden and expected more
clear explanation.

Page | 36
What are the parameters for choosing company?

Parameters of choosing company

Schemes 31
Down Payment 22
EMI 23
Rate of interest 24

Parameters of choosing company

24%
31%
Schemes
Down Payment
EMI
Rate of interest
23%

22%

Chart4.3
After analyzing the data regarding why customers chose Bajaj Finserv over others so we can conclude the
following: -
I. 31 customers chose Bajaj Finserv after analyzing their schemes.
II. 22 customers chose Bajaj Finserv as Down Payment were very low.
III. 23 customers chose Bajaj Finserv as the EMI option did not tax them with one-time full payment.
IV. 24 customers chose Bajaj Finserv as it offered 0% interest facility.

Page | 37
 What is the best feature of Bajaj Finance?

Feature of Bajaj Finance

Instant Loan approval 40
Documentation 18
Loyalty offers 11
Reach of access 31

Features of Bajaj Finance

31%
40% Instant Loan approval
Documentation
Loyalty offers
Reach of access

11%

18%

Chart4.4

After analyzing the data regarding best features of Bajaj Finance so we can conclude the following: -
I. 40 customers appreciated the features of instant loan approval.
II. Whereas 18 customers were found of easy documentation.
III. 11 customers liked the features of loyalty offers.
IV. Where as the second largest part of this customer survey i.e. 31 customers appreciated Bajaj Finserv for
its Reach of Access in corporate retail chain eg. Reliance, Chorma.

Page | 38
 How will you rate our sales person’s knowledge?

knowledge
Excellent 24
Average 56
Good 19
Poor 1

knowledge
1%

19%
24%
Excellent
Average
Good
Poor

56%

Chart4.5
After analyzing the data about knowledge, we can conclude the following: -
I. As per the chart above 24 customers opted to rate the sale person as excellent in the matters of
Knowledge.
II. Whereas 56 customers rated the sales person in average as they expected some improvements.
III. Grey part of the pie shows that 19 of the customers were happy with the services of the salesman.
IV. The remaining 1 part depicts that the customer was not satisfied & expected to much improvement.

Page | 39
 How will you rate our sales person’s politeness?

Politeness
Excellent 34
Average 48
Good 14
Poor 4

Politeness
4%

14%
34%
Excellent
Average
Good
Poor

48%

Chart4.6
After analyzing the data about politeness, we can conclude the following: -
I. As per the chart above 34 customers opted to rate the sales person as excellent in matters of politeness.
II. Whereas 48 customers rated the sales person in average as they expected some improvements.
III. 14 customers were happy with the services of the salesperson.
IV. 4 customers were unsatisfied and expected too much improvements.

Page | 40
 Before Bajaj Finance did you preferred any other type of loan?

Capital First 7
Reliance Capital 20
HDFC 1
None 72

Column1

7%

20% capital First

Reliance First
HDFC
1%
None
72%

Chart4.7
After analyzing the data about customers preferences we can conclude the following :-
I. 7 customers choose Capital First over Bajaj Finserv because of its market presence.
II. Whereas 20 customers choose Reliance Capital over Bajaj because of being their loyal customers.
III. Only one customer preferred HDFC over Bajaj because of his account with the bank.
IV. 72 customers were new to the service hence preferred Bajaj because of its service,EMI plans, offers, 0%
ROI.

Page | 41
 How will you Rate us after sales service?

Reminder Calls
Excellent 22
Average 34
Good 33
Poor 11

Reminder Calls

11%
22%

Excellent
Average

33% Good
Poor

34%

Chart4.8

After analyzing the data about Reminders calls we can conclude the following: -
I. 22 customers rated the reminder call service as excellent as they found it convenient for regular payment
of EMI.
II. 34 customers found it intruding their finance and reminding them to pay hence average rating was given.
III. 33 customers found it easy ad convenient way of remembering to pay hence good rating was given.
IV. 11 customers found it disturbing for regular and continuous reminder to pay hence a poor rating was
given.

Page | 42
 After sales service?

Follow Up
Excellent 29
Average 34
Good 29
Poor 8

Follow Up

8%

29%
Excellent
29% Average
Good
Poor

34%

Chart4.9

After analyzing the data about the Follow Up we can conclude the Following: -
I. 29 customers rated Follow Up service as excellent as they found it convenient.
II. 34 customers gave average rating for Follow Up.
III. 29 customers found it easy way of remembering.
IV. 8 customers are unsatisfied by the Follow up service.

Page | 43
 7.1 FINDINGS: -

OBSERVATIONS OF THE PROJECT INCLUDE:

1. While paying through credit card, that much amount is blocked from the card. As there is monthly limit in
each card, so it is wise to go for Bajaj Finserv Lending.
2. Bajaj Finserv Lending provided loan on consumer durable product to the customer as per the surrogates.
3. Flexible EMI scheme in many products are available. Bajaj Finserv Lending provides many schemes such
as 12/4, 10/2, 18/6, 24/6 etc. Customer can choose any EMI Scheme option according to their paying
capability.
4. As per the requirement of finance company for address proof would be required current place proof, and
for ID proof required the valid name of person it shows with the help of case studies.

Page | 44
 7.2 LEARNING:

1. DEALING WITH CUSTOMERS:

a. I got to know about how to deal with customers, how to offer them different schemes and how to
handle their queries effectively.

2. PITCHING CUSTOMERS TOWARDS VARIOUS OTHER PRODUCTS:

a. Other products include extended warranty. EMI card; Health Risk cover, etc. are being provided
by Bajaj Finserv. I got to know how to approach customers and how to pitch them accordingly.

3. PROCESS OF GRANTING LOANS

i. Documentation: - Documentation like Credit Card, Driving License, Pan card, etc. is
required to provide loan to the customers.
ii. Various Requirements: - As mentioned various slabs are there according to which
customers are provided loans.

4. TIME MANAGEMENT

5. TEAM WORK

Page | 45
7.3 LIMITATIONS: -

1. Organization does not disclose all the data which creates obstacle for detail study.

2. Loans were not available to lawyers and policeman.

3. CIBIL score must be maintain for loan approval.

4. Documentation is observed strictly.

Page | 46
7.4 SUGGESTIONS & RECOMMENDATION: -

1. There is no awareness about 0% finance scheme to customers. So, Therefore, Bajaj Finserv should make
its customers aware about the 0% finance schemes.
2. Customers think that Bajaj Finserv will take some hidden charges from them, if they take durable loan at
0% from Bajaj Finserv. So the Bajaj Finserv removes the wrong thinking of customer and to explain in
detail loan procedure.
3. Bajaj Finserv initially have the system of swiping of EMI card but due to some difficulty they stopped it, I
think Bajaj should work upon this as this can save more time for customer as well as for Sale Executive
and he can serve more non-EMI card user and convert them into EMI card holder.

Page | 47
 7.4 CONCLUSION: -

The study concludes that the Bajaj finance the strongest finance for the consumer durable products. and the
Bajaj was providing very good schemes for the customers .the customers are very happy with the Bajaj EMI
card. Bajaj was giving the good service to the customers Bajaj was very close with the customers. I learned
lot of things in this project. Thanks you for giving this project to me. There are many organizations in the
world which are providing consumer credit services which are helpful for the financial stability. Financial
stability is very important not only for the businesses but also for the consumers. The businesses as well as
the consumers need the stability regarding the financial matters because without the stability no one could be
very innovative in the longer run.The process of demerger was completed.this demerger was not only to
unlock values in the high growth business areas of Auto, Insurance, Finance sectors and wind power but also
to run independently these core Business and to strengthen the competencies. The wind power project, the
stakes in the life and general insurance companies and Consumer finance along with their respective assets
and liabilities got vested in Bajaj finserv Limited. In addition to that cash and cash equivalent Was also
transferred to the company. The demerger has enabled investors to hold separate Focused stock and also
facilitate transparent benchmarking of the companies to their peer in their respective industries. The
constantly changing demographics and dynamics of the Indian economy, has led to creation of various needs
of the average Indian customer now demands proper avenues of channelizing.

Page | 48
BIBLIOGRAPHY: -

 Bajaj finserv: corporate office-Wakdewadi Pune.

 Bajaj finserv: counter office Pune station Vijay sales

I. Book:
a) Srivastava T.N., (2011), Business research methodology, Tata McGraw - Hill Education private limited.

II. Online References:

a) WWW.Bajajfinservlending.in
b) WWW.Slideshare.com
c) WWW.Salesforce.com

III. News Paper:

a) Economic Times
b) Times of India

IV. Bajaj finserv company brochure.

V. Bajaj finserv magazine.

Page | 49
ANNEXURE: -

QUESTIONNAIRE
Customers Name:
Mob No:

1) How did you come to know about Bajaj Finance?

Advertisement
Reference
Shop Counter
Internet

2) How was the Terms & Conditions of Finance?

Excellent Average Good Poor

Clear
Satisfactory
Hidden

3) What are the parameters for choosing company?

Schemes
Down Payment
EMI
Rate of Interest

4) What is the best Feature of Bajaj Finance?

Instant Loan
approval
Documentation
Loyalty Offers
Reach Of Access

5) How will you Rate our Sales Person?

Excellent Average Good Poor

Page | 50
 Knowledge
Politeness

6) Before Bajaj Finance did you prefer any other type of loan?

Capital First
Reliance Capital
HDFC
None

7) How will you Rate after Sales Service?

Excellent Average Good Poor

Reminder Call
Follow Up

Page | 51
VI. Process of Granting Loan:
1. Documentation- Documentation like Credit card, driving license, PAN card, etc. is required to provide loan to
the customers.

2.. Various requirements- As mentioned in surrogates various slabs are there according to which customers are
provided loan.

Application Form for EMI Card

Page | 52
Loan Term Sheet

Page | 53
Application Form for Consumer Finance

Page | 54
Electronic Clearing Form (ECS)

Page | 55