Description
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.
CHAPTER-I
EXECUTIVE SUMMARY
OBJECTIVES OF THE STUDY:-
? To know the perept!on o" #$to%er$ tow&r'$ SHRIRAM
TRA(SPORT FI(A(CE COMPA(Y to !%pro)e the *#&+!t, o"
$er)!e$-
? To know whether the #$to%er$ &re $&t!$"!e' w!th the pre$ent
$er)!e$ o" the o%p&n,-
? F&tor$ on$!'ere' !n $e+et!n. SHRIRAM TRA(SPORT
FI(A(CE COMPA(Y to t&ke "!n&ne "or HCV /Tr#k0-
? To $t#', the 1eh&)!o#r o" e2e#t!)e$ o" SHRIRAM TRA(SPORT
FI(A(CE COMPA(Y tow&r'$ #$to%er$-
? To $eek $#..e$t!on$ &n' op!n!on$ "ro% #$to%er$ re.&r'!n. the
!%pro)e%ent o" $er)!e$-
SCOPE OF THE STUDY:-
? The study will help the company to know their awareness among the
consumers, the perception, brand position of the company.
? The company can find out where their competitors stands in the minds
of the customers.
? The study will help the company to make proper marketing strategy for
their weaker areas.
? The study covers the customers owning HCV in Hubli city.
3IMITATIO(S OF THE STUDY:-
Not single work is exception to the limitations every work has got its
own limitations, so due to time constraint, my study confines only to Hubli
city and it is not possible to make extensive study. t is assumed that the
sample selected represents entire population.
RESEARCH METHODO3O4Y:-
D&t& $o#re :
Pr!%&r, /F!e+' S#r)e,0
Seon'&r, '&t& /!nternet0
Are& o" Re$e&rh : H#1+! !t,
Re$e&rh !n$tr#%ent : 5#e$t!onn&!re
S&%p+e p+&n : Per$on&+ !nter)!ew
S&%p+e #n!t :
Tr#k owner$6 Tr&n$porter$
et-
S&%p+!n. %etho' :
Str&t!"!e' R&n'o%
$&%p+!n.
S&%p+e $!7e : 899 #$to%er$
I(TRODUCTIO(
!erception "f Customers Towards #hriram Transport Company $imited.
$ike any other %inancial products, sales of giving finance is largely dependent
on how well company plans out their marketing strategies which helps to
increase visibility and build a distinct brand image. $ooking at the intense
competition it is become very necessary for company to make a name for
themselves in consumers mind. #o the opinion of customers play an important
role in making marketing strategies. Hence this study will provide the
company to what customers perceive about #T%C. t will also help to find out
the brand image of #T%C in the minds of customers.
ndia is emerging as a global automobile giant. n recent years this
industry has made pioneering efforts in adopting modern technology and
allowing the entry of foreign players. This is well supported by the economic
conditions particularly in the financial sector and in foreign direct investment.
&uring the last decade, conscious efforts have been made to fine'tune state
policy to enable the ndian automobile industry reali(es its potential to the
fullest. The freeing of the industry from this restrictive environment has
helped it to itself to global development.
ncreasing competition as result of liberali(ation has led to continuous
moderni(ation as well as international standards. )oreover, auto finance with
aggressive marketing strategies has played a bid role in boosting the
automobile demand. Commercial vehicles, widely considered being the
economy*s barometer, have had a good start for the year.
The auto finance industry is expected to grow at +,.-. till */0. "f that
used vehicle finance is expected to grow at 12. p.a, while new car and 3V
would grow at +,.0. and +4.,..
3ITERATURE REVIE:
The world is full of stimuli. 5 stimulus is any unit of input affecting one or
more of the five senses sight, smell, taste, touch, hearing.The process by
which we select , organiseand interpret these stimuli into a meaningful and
coherent picture is called perception.
n essence, perception is how we see the world around us and how we
recogni(e that we need some help in making a purchase decision. !eople
cannot perceive every stimulus in their environment. Therefore, they use
selective exposure to notice and which to ignore.
)arketers must recogni(e the importance of cues or signals, in
customers perception of products. )arketing managers first identify the
important attributes, such as price or 6uality, that the targeted customers want
in a product and then design signals to communicate these attributes.
Customers also associate 6uality and reliability with certain brand names.
Companies watch their brand identity closely, in large part because a strong
link has been established between perceived brand value and customers
loyalty.
C#$to%er Perept!on A#'!t$:
7very time you lose a customer, there*s a reason why. &o you really know
what your customers think about your business, your offerings, or your
service8 5re they having good or bad experiences8 5re you e6uipped with the
insight you need to improve customer satisfaction and loyalty, and make the
changes that matter8 7ntrepreneurs are often too busy to really take the time to
tap into what customers are really thinking. 9ut customers hold the key. They
know what you need to do to dramatically increase the value you deliver to
them. :hy keep this data a secret8 3ncovering and understanding it will give
you what you need to be the best, generate higher sales and referrals and earn
repeat business.
Customer !erception 5udits by Coach ;evin captures information on
the experiences your customers are having, analy(es 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.
"pening of economy and liberali(ation 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. t is on this relationship
depends the guarantee and warranty terms to which the customer is entitled. 5
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 re6uired support service to ensure
the customer is not put to trouble.
%or adopting <apanese management or for customer oriented
management we should first have the willingness and a determination much
above the petty personal gains. t needs an attitudinal change. $ooking
towards present socioeconomic and political conditions such change is not
foreseen in immediate future. )arket forces will have to play the game with
only customer in mind if ndia has to make global presence. There is little time
in hand as we are having challenges from all sides. #mall nations like ;orea,
Taiwan, #ingapore etc. have already surpassed us. These nations are working
on a vision and resultant plans. t is the right time for market players to
pamper the customer. 5s the saying goes, the four deadly sins of corporate
management'complacency, blindness, megalomania, and greed. fit everything
else is overhead=.
>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 e6ual to 7xpectation while would not be
satisfied when !erformance does not match with 7xpectations. Now 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
uni6ue, each of their perceptions are uni6ue ."n the other hand each situation
is a @point of contact@ with an employee that will tell the customer a @truth@
about the companyAs idea of customer service. 7ach situation will create
expections of what the next experience will probably be like.
STATEME(T OF THE PROB3EM:-
The present day market is flooded with a variety of Non' banking and
as well as banking financial institutions as many as if not more than
companies like #H>>5) T>5N#!">T %N5NC7 C")!5NB, Tata
%inance, #undaram finance etc. are marketing their products.
Time has become talk of the town therefore the customers give utmost
priority to those financial institutions which gives loans at lower rate of
interest, 6uick loans, documentation, percentage of finance etc. which have
been exerting influence on the playing decision of the consumer.
The #H>>5) T>5N#!">T %N5NC7 C")!5NB is the largest
N9%C CNon 9anking %inancial CorporationD in the country exclusively
engaged in financing for heavy commercial vehicles CHCVD perhaps it is the
only company rendering better performance from a long period of time with
the presence of all these factors. The #H>>5) T>5N#!">T %N5NC7
C")!5NB is making sales as hotcake.
The study on hand is directed to understand Ethe perception of
customers towards #H>>5) T>5N#!">T %N5NC7 C")!5NB to
improve the 6uality of serviceF
PURPOSE OF THE STUDY:-
The main purpose of the study is to understand the perception of customers
towards #H>>5) T>5N#!">T %N5NC7 C")!5NB which will help the
company to make proper marketing strategy to render good services and
satisfy the needs of the customers. The study will help the company to make
proper strategies and emphasi(e on their weaker areas.
SCOPE OF THE STUDY :-
The scope of the study covers the customers of #H>>5) T>5N#!">T
%N5NC7 C")!5NB and other competitive companies in Hubli city Truck
owners, Transport companies etc.
OBJECTIVES OF THE STUDY:-
8- To know the perept!on o" #$to%er$ tow&r'$ Shr!r&% Tr&n$port
F!n&ne Co%p&n, 3!%!te' to !%pro)e the *#&+!t, o" $er)!e-
;- To know whether the #$to%er$ &re $&t!$"!e' w!th the pre$ent
$er)!e$ o" the o%p&n,-
<- F&tor$ on$!'ere' !n $e+et!n. SHRIRAM TRA(SPORT
FI(A(CE COMPA(Y to t&ke "!n&ne "or HVC-
=- To $t#', the 1eh&)!o#r o" e2e#t!)e$ o" SHRIRAM TRA(SPORT
FI(A(CE COMPA(Y tow&r'$ #$to%er$-
>- To know the &w&rene$$ +e)e+ o" the #$to%er$ tow&r'$ SHRIRAM
TRA(SPORT FI(A(CE COMPA(Y-
?- To $eek $#..e$t!on$ &n' op!n!on$ "ro% #$to%er$ re.&r'!n. the
!%pro)e%ent o" $er)!e$-
3IMITATIO(S OF THE STUDY:'.
a. 9ecause of time constraint, my study confines only to Hubli city and it
is not possible to make extensive study.
b. 9y busy schedule of the executives it is difficult to extract more
information from them.
c. 3nwillingness of transporters, truck owners has left us to make random
conclusions.
CHAPTER @ II
COMPA(Y OVERVIE::-
7stablished in the year +02G, the #hriram Hroup, comprising 2I/
9ranches and #ervice Centres, in ndiaAs premier financial services chain. This
company is the largest player in Truck %inancing and Chit funds in the ndian
subcontinent.
The group, having an annual turnover of >s. -,/// crore C3#& +.4
billionD, has a significant presence in the nsurance Consultancy, Consumer
&urable %inance and #tock 9roking businesses. t also have diversified
investments in areas such as nformation Technology, !harmaceuticals,
!roperty &evelopment, !ro?ect 7ngineering, !ackaging and 5uto
Components.
t employ over ++,/// employees across the countries that are
committed to providing excellent customer service. t also have over 2I,///
agents nationwide who reach out to its customers in even the most remote
areas.
The #hriram HroupAs business ventures are built on providing the most
efficient and customer'focused services based on the simple principle of
putting people first. This A!eople %irstA business philosophy has earned them
unstinted customer loyalty through many generations.
HISTORY A(D MI3ESTO(EJ
APRI3 ;99>:
#hriram Hroup attracts largest Venture Capital nvestment in the ndian
non'banking financial sector, from "verseas
JU3Y ;99=:
3T 9ank picks up e6uity stake in two #hriram Hroup companies
8AMARCH ;99<:
#hriram nvestment $imited received the )other Teresa 5ward for
Corporate Citi(enship.
DECEMBER;99;
#hriram Hroup enters into strategic alliance with Citicorp %inance and
Cummins 5uto #ervices
<8AU4UST;99;
#hriram Hroup ties up with 3T 9ank for >etail Truck %inancing
#cheme to offer low cost loans for purchase of new or used trucks to transport
operators.
AMAY;99;
)s. 5khila #rinivasan awarded as the @"utstanding
man !rofessional@
for the year 1//1
=FEBRUARY;999
#hriram >econ Trucks incorporated as ndiaAs first corporate network for
selling reconditioned used trucks.
8>DECEMBER8BBB
)edicorp, the flagship company of #hriram group*s pharmacy
division became the first ndian company to win the ndian &rug
)anufacturers 5ssociation
;A MARCH8BC?
#hriram City 3nion %inance $td. ncorporated for cars and two'
wheelers.
8;MARCH8BC
#hriram nvestments $td. ncorporated
8<JU(E8BAB
#hriram Transport %inance Company $td. ncorporated
VISIO(6 MISSIO( A(D VA3UES:
He+p!n. re&te we&+th6 E%power!n. peop+e thro#.h pro$per!t,6 P#tt!n.
peop+e "!r$t.
The #hriram Hroup set out with the ob?ective of reaching out to the
common man with a host of products and services that would be helpful to
him in his path to prosperity. "ver the decades, the Hroup has achieved
significant success in executing this ob?ective and has created a tremendous
sense of loyalty amongst its customers.
7fficiency in operations, integrity and a strong focus on catering to the
needs of the common man, by offering him high 6uality and cost'effective
products K services, are the values driving the organi(ation. These core values
are deep'rooted within the organi(ation and have been strongly adhered to
over the decades.
The group prides itself on its perfect understanding of the customer.
7ach product or service is tailor'made to perfectly suit the needs of the
customer. t is this guiding philosophy of putting people first that has brought
the Hroup closer to the grassroots and has made it the preferred choice for all
financing re6uirements amongst the customers.
(O(-BA(DI(4 FI(A(CIA3 COMPA(Y /(BFC0 @ A 4E(ERA3
SCE(ARIO
Non'9anking %inancial Company CN9%CD is a company registered
under the Companies 5ct, +0I- and is engaged in the business of loans and
advances, ac6uisition of sharesLstockLbondsLdebenturesLsecurities issued by
Hovernment 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 activity, saleLpurchaseLconstruction of immovable property. 5 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 C>esiduary
non'banking companyD.
DIFFERE(CE BET:EE( BA(DS E (BFC F
N9%Cs are doing functions akin to that of banks, however there are a few
differencesJ
i. 5 N9%C cannot accept demand depositsM
ii. t is not a part of the payment and settlement system and as such cannot
issue che6ues to its customersM and
iii. &eposit insurance facility of &CHC is not available for N9%C depositors
unlike in case of banks.
COMMERCIA3 VEHIC3E
t is the funding of products include, trucks, buses, tippers, light
commercial vehicles, pick ups, 4 wheelers, etc.
>ange of servicesJ funding of new vehicles, refinance on used vehicles,
balance transfer on high cost loans, top up on existing loans, 7xtend product,
working capital loans K other banking products.
:ho &re e+!.!1+eF
5ny individual L !artnership firm L company with more than 1 years business
experience. "wnership of a vehicle is not mandatory. %unding extended to
%irst Time 3ser, Transporters and Captive Consumers.
How much8
$oan amount can vary from a few thousands to crore depending upon the
specific re6uirement.
%unding can be up to the extent of +// . of the chassis, body funding can be
extended on special re6uirement K on the past experience.
Henerally undertaken is Hypothecation funding. They are also taking
over an old high'interest loan and converting it into low interest loan.
Rep&,%ent:
n general repayment period is of 4 'G years, however depending on the nature
of the deal the tenure can vary from - ' -/ months.
The repayment schedule K the amorti(ation schedule is sent on disbursement
of the loan.
Intere$t:
nterest is charged on a flat rate based on the scheme applicable for the
particular product.
%5>) 7N3!)7NT $"5N#
%arm e6uipment loan has also a big chunk in the vehicle finance.
E+!.!1!+!t, :-
A.r!#+t#r&+ U$er$
5ny individual aged above 1+ years at the beginning of the tenure and below
-I years by the end of the tenureM involved in agriculture for the last I years.
Having minimum 1 acres of land with its value at least twice the loan
amount.
#taying in the same place for at least 4 years.
Having an annual income e6ual to the yearly installment
)ortgage of land of 1 to 4 times of the loan amount
Co%%er!&+ U$er$
5ny individual aged above 1+ years at the beginning of the tenure and below
-I years by the end of the tenureM involved in business for the last 4 years.
"wns at least one tractor or commercial vehicle.
"wns either a house or an office or at least 1 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. 5 maximum of +//. of the cost of the tractor, 2I. of the cost of the
trailer and I/. of the cost of the implements is funded.
Do#%ent&t!on:
A.r!#+t#r&+ #$e
5pplication form with photograph of the customer and all co applicants
andLor guarantor.
!erforma nvoice of the asset to be funded from an authori(ed dealer.
$and records of the borrowerLs.
$and valuation and title search report of the land.
>esidence proof of the borrowerLs.
dentity proof of the borrowerLs.
#ignature verification of the borrowerLs.
$oan agreement, duly signed by the applicants and guarantor.
1 #!&CsC#ecurity !ost &ated Che6uesD for entire tenure.
Co%%er!&+ U$e
5pplication form with photograph of the customer and all co applicants
andLor guarantor.
!roforma nvoice of the asset to be funded from an authori(ed dealer.
!roof of ncome Cany of the followingD J
' 9illing statement for the past one year
' $atest ncome tax >eturn
' $ast - months bank statement
>esidence proof of the borrowerLs.
dentity proof of the borrowerLs.
#ignature verification of the borrowerLs.
$oan agreement, duly signed by the applicants and guarantor.
1 #!&CsC#ecurity !ost &ated Che6uesD 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.
Intere$t:
nterest is charged on a monthlyL6uarterlyLhalf'yearly reducing balance basis
as the case may be. 7very installment that is paid has a component of principal
as well as interest. nterest is charged on the principal outstanding after every
installment payment.
T:" :H77$7>#J
Two wheeler finance is comparably #imple, %riendly and Nuick.
$oan #chemes are available from >s.2I//L' onwards to >s.+I////L' in easy
installments over a period of - to 4- months.
E+!.!1!+!t, Cr!ter!&:
+. #alaried ndividuals
1. #elf 7mployed ndividuals
4. !ensioners, Housewives K #tudents
G. !artnership 7ntities
I. !rivate $imited Companies
-. !ublic $imited Companies
Intere$t r&te$:nterest rate is charged on a monthly reducing balance .
Do#%ent$:
dentity !roofs
>esidence !roof
ncome !roof
!ost &ated Che6ues
Copy of Credit Card
CC billing statement
9ank passbookL#tatement
No ob?ection Certificate
A:ARDS A(D RECO4(ITIO(
>ecipient of the social responsiveness awards instituted by 9usiness
world O compa6 at national level under the auspices of %CC, &elhi.
5d?udged as the third pri(e winner for having rended commendable
service in the areas of social welfare and rural development.
)s. 5khila #rinivasan receiving the social responsiveness 5ward
instituted by 9usinessrld O Company from the Hon*ble Vice O !resident of
ndia ;rishna ;ant in the year +000.
>ecipient of outstanding woman professional for 1/// O /+ by %CC
O %CC $adies organisation C%$"D. The award was given by )s. #heila dixit
Chief minister &elhi.
)other Teresa award for corporate citi(enship instituted by $oyola
institute of 9usiness 5dministration C$95D Chennai, 1//1.
SOCIA3 :E3FARE I(ITATIVES
They have always belived in delivering financial value with a human
face. 5s a company firmly grounded up a middle class ethos, we take our
social responsibilities very seriously.
Their corporate #ocial >esponsibility CC#>D initiative started with the
#hriram #ocial :elfare Trust C##:%D that was set up in the year +004. ##:T
is today active in the following areas.
• "rphan and destitute care
• !rimary education for the rural poor
• )icro O credit financing through self' help groups for the marginali(ed
• 7mpowerment and upliftment of women in villages.
OPRHA( A(D DESTITUTE CHI3DRE
To swiftly help the poor and the needy to be self reliant and live with dignity,
not charity. The primary focus and beneficiaries of the Trust*s activities are.
a. 5bandond neglected and destitute children.
b. <uvenile delin6uents in need of care and protection.
c. Children of poor and illiterate parents.
d. &isadvantaged and marginali(ed section of women, particularly rural
women
MICRO CREDIT FI(A(CI(4 THROU4H SE3F-HE3P 4ROUPS
FOR THE MAR4I(A3IGED :OME( I( VI33A4ES-
a. $aunch of #hriram >ural &evelopment !ro?ect C#>&!D to create and
develop
b. #ocial and human capital among the poor.
c. )icro credit financing through self help groups in +I- villages in Tamil
Nadu, 5ndhra !radesh and ;arnataka.
PRIMARY EDUCATIO( FOR THE RURA3 POOR:
The trust runs four schools in rural areas at Thiruneermalai, !allikaranai,
)oovarasampet in Tamil Nadu and inn !rakash Nagar, Huntur &ist. n 5ndhra
!radesh. "ver 1/// children receive free education. #chools offer education
up to class V and student will progressively move up to higher secondary
level.
FUTURE P3A(S :
a. To start six primary schools for the rural poor in the villages of 5ndhra
!radesh.
b. Hovernment of 5ndhra !radesh to hand over 4.I acres of land to ##7T in
six districts.
c. mmediate !lansJ to start two schools in Cudapah and Huntur districts in
<une 1//I-
3O(4 TERM BE(EFITS OF THE PRO4RAM:
a. >eduction in rural indebtedness
b. 9ankLinstitutional credit for investment in income O generation activities.
c. mproved household food security round the year, better nutrition.
d. mproved household income.
e. 7mpowerment ofmen.
f. Hreater leverage and status of #HH members in local communities and with
the state.
THE FUTURE ACCORDI(4 TO SHRIRAM
+. To enlarge the scope of micro credit financing activity through N9%C
#hriram nvestment $imited.
1. To extend activities to 9ihar, ;harkand, and 7astern 3ttar !radesh.
4. To lend credit at low interest rates to 4 lakh women below poverty line
in the next 4 years.
(ATIO(A3 A:ARDS :O(
• 9usinessrld Compa6 award fota #ocial >esponsiveness instituted
by %CC from the Hon*ble Vice O !resident of ndia )r. ;rishna ;ant
on +000.
• )other Teresa award for Corporate Citi(enship instituted by $oyola
nstitute of 9usiness 5dministration C$95D, Chennai in 1//1.
PRODUCT PROFI3E
8-TRUCD FI(A(CE
+. #hriram Truck %inancing Companies. The wheels of progress.
1. $argest N9%C in the country exclusively engaged in financing of
heavy commercial vehicles.
4. )onopoly position in financing of used vehicles.
G. 5ll ndia presence with a branch network of 1-/ offices and employing
over G/// people.
I. Hrowing at the rate of 4/. per annum.
-. %unds managed O >s -/// crores.
2. 76uity investors ' Citicorp,, 3T 9anks, >eliance Capital and %)"
Netherlands have added tremendous value and strength.
,. Venture capital firm Chris capital ?oins as a strategic partner by
ac6uiring 1+. e6uity.
:e entered the Consumer &urable %inance business in early 1//1 through
A#hriram City 3nion %inance $td., the consumer finance arm of the group.
:ithin a short span of 1 years, we have managed a portfolio of over >s.I,G
crore.
"ur monthly business amounts to over >s.1I crore in individual loans, ranging
from as little as >s.,,/// to >s.+,//,///, and with tenures ranging from +1
months to 4- months.
#ince its inception, we have financed over 1,+I,/// white goods and two'
wheelers, with over 0/. of the business arising out of the non'metro markets.
This financing is backed by lines of credit extended by CC 9ank, 3T 9ank
and &evelopment Credit
THE 4ROUP COMPA(IES ATHAT CATER TO TRUCD FI(A(CI(4
(EEDS A DIFFERE(T PARTS OF THE COU(TRY ARE
#hriram nvestments $imited in the #outh #hriram Transport %inance
Company $imited in the :est #hriram "verseas %inance $imited in
NorthernL7astern regions in ndia.
OUR E5UITY PART(ERS
Citicorp financial services $td. 5n arm citigroup has taken +G.0. e6uity stake
in #hriram investments $imited and #hriram Transport %inancial Company
$imited in 1//1.
%)" the &utch Hovernment owned financial services company has recently
picked up e6uity stake in #$ and #T%C. The company has extended a long
term debt of - million 7uros each to the two companies.
>eliance Capital has also taken an e6uity stake in the two companies at a
premium.
.
A( OVERVIE: OF THE SHRIRAM 4ROUP TRUCD FI(A(CI(4
BUSI(ESS I( I(DIA
AREA OF OPERATIO( A33 I(DIA
9ranch offices 1-/
7mployees G///
&epositors +1.1/ lakhs
5gency %orce +I,/// plus resident representatives +4//.
%unds managed >s. -/// crores
Net worth >s. 4G0 crores
#tock $isting
)a?or exchanges including the 9#7 and
the N#7.
;-CO(SUMER FI(A(CE:-
:e entered the consumer &urable %inance 9usiness business in early
1//1. through #hriram City 3nion %inance $td. The consumer arm of the
group. :ithin a short span o 1 years, we have managed a profile of over rest
-,G crores in this business.
"ur monthly business amounts to over >s. 1I crores in individual
loans, ranging from as little as >s.,/// to >s. +///// and with tenures
ranging from +1 months to 4- months.
#ince its inception we have financed over 1+I/// white goods and
two wheelers with over 0/. of the business arising out of the non metro
markets.
This financing is backed by lines of credit extended by
CC 9and, 3T 9ank and &evelopment Credit.
<-CHIT FU(DS:-
#hriram chits O prosperity
#hriram chits is the largest chits fund in the country. :e have grown to
become a trusted household investment option. The growth registered by
#hriram Chits recent years not only indicated the usefulness of this savings
instrument, but is also a reflection our customers trust in.
Chits one of the earliest investment instrument known to man, were founded
by the enlightened communities of ndia. These have, ever since, worked to
the advantages of communities that are batting scarce capital resource.
#hriram chits started its operations in the year +02G with a single branch that
has 6uickly grown into trusted household name for making chits a viable form
of saving and borrowing to all sections of the social.
#hriram chits operates in four states. Tamil Nadu, 5ndhra !radesh, karnataka
and )aharastra, where has a reputation for timely disbursement of funds and
excellent customer services which differen tiates it from other companies.
3sing state of the art computer systemsLnetworks and a transparent
accounting system, #hriram Chits have transformed this contemporary mehod
of savings into an attractive personalised to banking system.
=-4E(ERA3 I(SURA(CE:-
#hriram group has adopted a two strategy in this segment.
+. 9roking arm O 5rmour Consultants O floated in year 1//1
1. >etail )arketing 5rmJ #ki )arketing flotred in year 1//+.
ARMUR CO(SU3TA(TS PRIVATE 3IMITED : I(SURA(CE
EXPERTS AT YOUR SERVICE
5mour consultant is engaged in insurance broking in corporate insurance
markets and has already aggregated business volumes in excess of >s. 1//
crores CP GG millionD in premiums.
5mour 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 5rmun Consultants begins with an in depth evaluation
of the client company*s business environment. The company* risk profile is
then studied. 9ased on the results of these evaluations. The team then suggests
the most cist effective, integrated insurance package that is perfectly suited to
the company*s risk profile.
The company plans to extend its customer base of the existing I///// policy
holders to cross the + million mark by the end of financial year 1//I'/-.
>-3IFE I(SURA(CE:-
The shriram group plans to enter the life insurance segment /I. 5m
application has already been filed with the >&5 for the same. :e are also
exploring the possibilities of collaborating with a foreign partner in this
venture. :e expect to be a ma?or player in this very fast growing sector, as a
natural corollary of business philosophy and expertise.
?-STOCD BRODI(4:-
"ur stock broking arm operates under the insight share 9rokers !vt. $td. t is a
member of the National #tock 7xchange , ndia and the )ulti Commodity
7xchange. This unit has expended the network by +I/. over the last year and
today it has more than 14/ terminals spread across the length and breadth of
the country.
t has a retail customer base of around I////.
The company launched its new products like &erivatives and commodity
Trading in early 1//G.
A 5UICD 3OOD AT SOME OF THE SA3IE(T FEATURES
• $imits of all clients are fixed at a pre'calculated level.
• This is benefical to them in the long run as it prevents overtrading.
• 5timely payments and direct share transfer facility from N#7.
• 5de6uate risk control research support.
• The clincher. !roactivate and preventive risk control.
OR4A(ISATIO( CHART
BOARD OF DIRECORS
SHIRAM TRA(SPORT FI(A(CE COMPA(Y 3IMITED
R Sr!'h&r M&n&.!n. D!retor
S- Venk&t&kr!$hn&n E2e#t!)e D!retor
U%e$h 4 Re)&nk&r E2e#t!)e D!retor
D-R-C Sekh&r D!retor
S- R&n.&n&th&n (o%!nee o" C!t!orp F!n&ne /In'!&0 3t'-
Dr- T S Seth#r&thn&% (o%!nee o" IREDA +t'-
D- Pr&k&$h
Co%p&n, Seret&r, E Co%p+!&ne
O""!er
SAMP3I(4:
#ample plan to know the perception of customers in this pro?ect is through
personal interview.
SAMP3E U(IT:
have taken the customers who are owning a truck or CHCVD.
SAMP3I(4 METHODH
have used Non' probability sampling i.e. #tratified >andom #ampling.
#ample si(e for this pro?ect is +// customers who are truck owners.
RESEARCH DESI4
n this research design of this pro?ect the study was conducted by the survey
method.
Taking sample of +// customers owning trucks by commencing sampling
using the research instrument as the 6uestionnaire.
!ersonal interview is considered as the sample plan.
%or this pro?ect area of research is Hubli City.
DATA CO33ECTIO( METHOD:
have collected the data from the following sourcesJ
A- PRIMARY DATAJ
? The data collected from the company persons.
? Nuestionnaires
B- SECO(DRY DATA:
? nterviewing with the owners of trucks
? nternet
? )aga(ines, Catloges, etc.
MEASURI(4 TOO3S:
%or preparing this pro?ect have considered 6uestionnaire as measuring tool
for collecting the data.
CHAPTER III
CHAPTER - III
RESU3TS A(D DISCUSSIO( :ITH 4RAPHS A(D CHARTSJ'
+D Do ,o# own & HCVF
TableJ 4.+
Number of customers !ercentage
Bes +// +//.
No Nil Nil
Total +// +//.
The information presented in table4.+ reveals thatJ'
? 5lmost all respondents are owning Heavy Commercial Vehicle.
The same information is presented in the form of diagrammatically as
followsJ'
;- So#re o" "!n&ne "or ,o#r HCVF
T&1+e: <-;
So#re$ (#%1er o" #$to%er$ Perent&.e
Co-op 1&nk$ G G.
STFC -+ -+.
T&t& "!n&ne +0 +0.
Other$ +- +-.
Tot&+ 899I 899I
The !n"or%&t!on pre$ente' !n t&1+e<-; re)e&+$ th&t:-
? -+. respondents have taken loan from #T%C .
? +0. respondents have taken loan from tata finance and G.
from co'op banks.
? :hile remaining +-. have taken from other finance
companys.
The same information is presented in the form of diagrammatically as
followsJ'
<- Are ,o# &w&re o" STFCF
T&1+e:<-<
Number of customers !ercentage
Ye$ +// +//.
(o Nil Nil
Total +// +//.
The information presented in table' 4.4 reveals thatJ'
? 5lmost all respondents are aware of #T%C .
The same information is presented in the form of diagrammatically as
followsJ'
=0 How '!' ,o# o%e to know &1o#t th!$ o%p&n,F
T&1+e:<-=
#ources Number of customers !ercentage
%riends 4, 4,.
5gents 1G 1G.
5dvertisements 41 41.
"thers - -.
Total +// +//.
The information presented in table4.G reveals thatJ'
? 4,. respondents have bought finance from #T%C on the
advice of their friends.
? 1G. will seek the advice of agents.
? :hile -. from others and 41. on the basis of 5dvertisements.
The same information is presented in the form of diagrammatically as
followsJ'
>- Do ,o# .et the "!n&ne *#!k+, "ro% STFCF
T&1+e:<->
Number of customers !ercentage
Bes ,G ,G.
No +- +-.
Total +// +//.
The information presented in table4.I reveals thatJ'
? ,G. respondents are in favour of 6uick finance availability
from #T%C .
? :hile remaining +-. of them are not in favour of 6uick
finance.
The same information is presented in the form of diagrammatically as
followsJ'
?0 Are ,o# $&t!$"!e' w!th the 'o#%ent&t!on proe$$ &t STFCF
T&1+e:<-?
#ources Number of customers !ercentage
Highly #atisfied 1, 1,.
#atisfied G1 G1.
Neither satisfiedLdis'
satisfied
+G +G.
&is'#atisfied +G +G.
Highly dis'#atisfied 1 1.
Total +// +//.
The !n"or%&t!on pre$ente' !n t&1+e<-? re)e&+$ th&t:-
? 1,. of the respondents are Highly #atisfied with the
documentation process at #T%C , G1. of the respondents are
#atisfied and from the analysis +G. of them are Neither
satisfiedLdis'satisfied .
? Nearly +G. of the respondents are dis'#atisfied and 1. of
them are Highly dis'#atisfied .
The same information is presented in the form of diagrammatically
as followsJ'
A0 Do ,o# re*#!re &n, h&n.e$ !n the 'o#%ent&t!on proe$$F
T&1+e:<-A
(#%1er o" #$to%er$ Perent&.e
Ye$ ;C ;CI
(o A; A;I
Tot&+ 899 899I
The information presented in table4.2 reveals thatJ-
? 1,. of the respondents re6uire changes in documentation
process at #T%C .
? :hile 21. of the respondents are #atisfied with the
documentation process at #T%C .
The same information is presented in the form of diagrammatically as
followsJ'
C- :h&t 'o ,o# "ee+ &1o#t the !ntere$t r&te$ &t STFCF
T&1+e:<- C
So#re$ (#%1er o" #$to%er$ Perent&.e
Ver, H!.h 8? 8?I
H!.h == ==I
Mo'er&te <= <=I
3ow ? ?I
Tot&+ 899 899I
The !n"or%&t!on pre$ente' !n t&1+e<-C re)e&+$ th&t:-
? +-. of the respondents are in favour that interest rate at #T%C
is very high and GG. of them are in favour of High rates.
? :hile 4G. of them are in favour of moderate interest rates and
-. for low interest rates.
The $&%e !n"or%&t!on !$ pre$ente' !n the "or% o" '!&.r&%%&t!&++, &$
"o++ow$:-
B0 Are ,o# $&t!$"!e' 1, the perent&.e o" "!n&ne pro)!'e' 1,
STFCF
T&1+e:<- B
(#%1er o" #$to%er$ Perent&.e
Ye$ CC CCI
(o 8; 8;I
Tot&+ 899 899I
The information presented in table4.0 reveals thatJ'
? ,,. of the respondents are #atisfied with !ercentage of
finance given by #T%C .
? :hile +1. of them are not #atisfied .
The same information is presented in the form of diagrammatically as
followsJ'
890- Are ,o# $&t!$"!e' w!th the $er)!e$ o""ere' 1, STFCF
T&1+e:<- 89
So#re$ (#%1er o" #$to%er$ Perent&.e
Co%p+ete+, S&t!$"!e' 89 89I
S&t!$"!e' <; <;I
(e!ther $&t!$"!e'J'!$-
$&t!$"!e'
;9 ;9I
D!$-S&t!$"!e' ;B ;BI
Co%p+ete+, '!$-
S&t!$"!e'
B BI
Tot&+ 899 899I
The information presented in table4.+/ reveals thatJ'
? +/. of the respondents are completely #atisfied with
the service offered y #T%C, 41. of the respondents are
satisfied and from the analysis 1/. o the respondents
are Neither satisfiedLdis'satisfied .
? Nearly 10. of them are dis'#atisfied and remaining 0.
of them are completely dis'#atisfied .
The same information is presented in the form of diagrammatically
as followsJ'
880 :h&t &re the "e&t#re$ th&t &ttr&te' ,o# to 1orrow +o&n
"ro% STFCF
T&1+e:<- 88
#ources Number of customers !ercentage
$ow interest rates - -.
7asy documentation +/ +/.
Nuick finance ,G ,G.
$ow 7) Nil Nil
Total +// +//.
The information presented in table4.++ reveals thatJ'
? ,G. of the respondents are attracted by 6uick finance.
? +/. of the respondents for easy documentation.
? :hile remaining -. for low interest rates.
The same information is presented in the form of diagrammatically as
followsJ'
8;- How 'o ,o# r&te STFC w!th re$pet to other "!n&ne
o%p&n!e$F
T&1+e:<- 8;
So#re$ (#%1er o" #$to%er$ Perent&.e
T&te 8; 8;I
A$hok 3e,+&n' 8C 8CI
STFC ;? ;?I
HDFC 8C 8CI
ICICI 8= 8=I
SBI 8; 8;I
Tot&+ 899 899I
The !n"or%&t!on pre$ente' !n t&1+e<-8; re)e&+$ th&t:-
? +1. of the respondents rated Tata in the +
st
place with other
company*s and +,. of them for 5shok $eyland and H&%C in
1
nd
place.
? 1-. of them rated #T%C in 4
rd
place.
? Nearly +G. of them for CC in G
th
place.
The same information is presented in the form of diagrammatically as
followsJ'
8<- :h&t !$ ,o#r e2per!ene when ,o# &ppro&he' the e2e#t!)e$
o" STFC "or "!n&ne o" HCVF
T&1+e:<- 8<
So#re$ (#%1er o" #$to%er$ Perent&.e
Ver, .oo' 11 11.
4oo' G, G,.
(e!ther .oo'J1&' 1G 1G.
B&' G G.
Ver, 1&' 1 1.
Tot&+ 899 899I
The information presented in table4.+4 reveals thatJ'
? 11. of the respondents are in favour of very good behaviour
from the executives of #T%C , G,. of them are in favour of
good behaviour.
? 1G. of them are in favour of Neither goodLbad.
? :hile G. of them are bad and 1. very bad.
The same information is presented in the form of diagrammatically as
followsJ'
8=- Are ,o#r *#er!e$ +e&re' *#!k+,F
T&1+e:<- 8=
(#%1er o" #$to%er$ Perent&.e
Ye$ C; C;I
(o 8C 8CI
Tot&+ 899 899I
The information presented in table4.+G reveals thatJ'
? ,1. of the respondents are in favour that their en6uiries are
cleared 6uickly at #T%C .
? :hile remaining +,. of them are telling their 6ueries are not
cleared 6uickly.
The same information is presented in the form of diagrammatically as
followsJ'
8>- Are ,o# $&t!$"!e' w!th the rep&,%ent $,$te% o" STFCF
T&1+e:<- 8>
(#%1er o" #$to%er$ Perent&.e
Ye$ ?= ?=I
(o <? <?I
Tot&+ 899 899I
The information presented in table4.+I reveals thatJ'
? -G. of the respondents are #atisfied with repayment system at
#T%C.
? :hile remaining 4-. of them re6uires changes in repayment
system.
The same information is presented in the form of diagrammatically as
followsJ'
8?- Do ,o# reo%%en' STFC to other$F
T&1+e:<- 8?
(#%1er o" #$to%er$ Perent&.e
Ye$ ?C ?CI
(o <; <;I
Tot&+ 899 899I
The information presented in table4.+- reveals thatJ'
? -,. of the respondents are in favour of recommending #T%C to
others for taking loan.
? :hile remaining 41. of them are not in favour of recommending
to others.
The same information is presented in the form of diagrammatically as
followsJ'
8A- Do ,o# w&nt to t&ke "!n&ne !n ne&r "#t#re "ro% STFCF
T&1+e:<- 8A
(#%1er o" #$to%er$ Perent&.e
Ye$ ?9 ?9I
(o =9 =9I
Tot&+ 899 899I
The information presented in table4.+2 reveals thatJ'
? -/. of the respondents wants to take finance in near future from
#T%C.
? :hile remaining G/. of them are not in favour of taking finance
from #T%C .
The same information is presented in the form of diagrammatically as
followsJ'
CO(C3USIO(
$ess than anticipated growth in the face of intensifying competition and rising
costs, can hardly be expected to get the company foaming.
9y seeing the observations most of the customers are having positive
perception towards #hriram Transport %inance Company $imited and are
satisfied with their services such as Nuick finance, 7asy documentation
process etc. The company is progressing continously in the field of finance as
Non'9anking %inance Company to compete with other %inancial as well as
Non'banking financial institutions.
#T%C is the Non'9anking %inancial Company in the ndian scenario
and it is the leader with monopoly position in financing for Heavy
Commercial Vehicles.
SU44ESTIO(S
? The firm should tap the un'tapped locations K market. This will help
them in increasing the business. >ural places are advised
? The company should bring down their interest rates compared to other
competitor rates.
? The #T%C should increase their sei(ing period from 4 months to G
months during slack season if the customers fails to pay their
instalments.
? The #T%C should maintain consistency in customer satisfaction level
in future also.
? The brand awareness campaigns should be conducted. The firm should
work on its 5dvertisements.
? Number of customers complaints should be reduced, because always
cost is associated in solving these problems.
CHAPTER-=
5#e$t!onn&!re
&ear #irL)adam,
+.&o you own a HCV8
Bes Q R No Q R
1. #ource of finance for your HCV8
Co'op banks Q R #T%C Q R Tata finance Q R "thers Q R
4. 5re you aware of #T%C8
Bes Q R No Q R C f no go to Nuestion NoJ' +2 D.
G. How did you come to know about this company8
%riends Q R 5gents Q R #elf experience Q R "thers Q R
I. &o you get the finance 6uickly from #T%C8
Bes Q R No Q R
-. 5re you satisfied with the documentation process at #T%C8
#trongly dis' satisfied Q R &is'satisfied Q R Neither
satisfiedL &is'satified Q R #atisfied Q R #trongly
#atisfied Q R
2. &o you re6uire any changes in the documentation process8
Bes Q R No Q R
f Bes specify SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS.
,.:hat do you feel about the interest rates at #T%C8
Very High Q R High Q R )oderate Q R $ow Q R
0. 5re you satisfied by the percentage of finance provided by
#T%C8
Bes Q R f No specify SSSSSSSSS.
+/. 5re you satisfied with the services offered by #T%C8
#trongly dis' satisfied Q R &is'satisfied Q R Neither
satisfiedL &is'satified Q R #atisfied Q R #trongly
#atisfied Q R
++. :hat are the features that attracted you to borrow loan from
#T%C8
$ow interest rates Q R Nuick finance Q R
7asy documentation Q R $ow 7) Q R
+1. How do you rate #T%C with respect to other finance companies
C + being highest and - being lowestDL
+ Q R 1 Q R 4 Q R G Q R I Q R - Q R
+4. :hat is your experience when you approached the executives of
#T%C for finance of HCV8
Very Hood Q R Hood Q R Neither HoodL9ad Q R
9ad Q R Very 9ad Q R
+G. 5re your 6ueries cleared 6uickly8
Bes Q R No Q R
+I. 5re you satisfied with the repayment system of #T%C8
Bes Q R No Q R
+-. &o you recommend #T%C to others8
Bes Q R No Q R
+2. Name the other finance companies you know8
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS.
+,. &o you intend to take finance in near future from #T%C8
Bes Q R No Q R
+0. !lease provide some suggestions in improving the 6uality of
service at #T%C8
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS.
!lease provide the below mentioned informationJ
NameJ
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
5ddressJ
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
"ccupationJ SSSSSSSSSSSSSSSSSSSSSSSSSSSSS
5nnual ncome SSSSSSSSSSSSSSSSSSSSSS
HenderJ )ale Q R %emale Q R
KK Th&nk Yo# KK
doc_842724144.doc
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.
CHAPTER-I
EXECUTIVE SUMMARY
OBJECTIVES OF THE STUDY:-
? To know the perept!on o" #$to%er$ tow&r'$ SHRIRAM
TRA(SPORT FI(A(CE COMPA(Y to !%pro)e the *#&+!t, o"
$er)!e$-
? To know whether the #$to%er$ &re $&t!$"!e' w!th the pre$ent
$er)!e$ o" the o%p&n,-
? F&tor$ on$!'ere' !n $e+et!n. SHRIRAM TRA(SPORT
FI(A(CE COMPA(Y to t&ke "!n&ne "or HCV /Tr#k0-
? To $t#', the 1eh&)!o#r o" e2e#t!)e$ o" SHRIRAM TRA(SPORT
FI(A(CE COMPA(Y tow&r'$ #$to%er$-
? To $eek $#..e$t!on$ &n' op!n!on$ "ro% #$to%er$ re.&r'!n. the
!%pro)e%ent o" $er)!e$-
SCOPE OF THE STUDY:-
? The study will help the company to know their awareness among the
consumers, the perception, brand position of the company.
? The company can find out where their competitors stands in the minds
of the customers.
? The study will help the company to make proper marketing strategy for
their weaker areas.
? The study covers the customers owning HCV in Hubli city.
3IMITATIO(S OF THE STUDY:-
Not single work is exception to the limitations every work has got its
own limitations, so due to time constraint, my study confines only to Hubli
city and it is not possible to make extensive study. t is assumed that the
sample selected represents entire population.
RESEARCH METHODO3O4Y:-
D&t& $o#re :
Pr!%&r, /F!e+' S#r)e,0
Seon'&r, '&t& /!nternet0
Are& o" Re$e&rh : H#1+! !t,
Re$e&rh !n$tr#%ent : 5#e$t!onn&!re
S&%p+e p+&n : Per$on&+ !nter)!ew
S&%p+e #n!t :
Tr#k owner$6 Tr&n$porter$
et-
S&%p+!n. %etho' :
Str&t!"!e' R&n'o%
$&%p+!n.
S&%p+e $!7e : 899 #$to%er$
I(TRODUCTIO(
!erception "f Customers Towards #hriram Transport Company $imited.
$ike any other %inancial products, sales of giving finance is largely dependent
on how well company plans out their marketing strategies which helps to
increase visibility and build a distinct brand image. $ooking at the intense
competition it is become very necessary for company to make a name for
themselves in consumers mind. #o the opinion of customers play an important
role in making marketing strategies. Hence this study will provide the
company to what customers perceive about #T%C. t will also help to find out
the brand image of #T%C in the minds of customers.
ndia is emerging as a global automobile giant. n recent years this
industry has made pioneering efforts in adopting modern technology and
allowing the entry of foreign players. This is well supported by the economic
conditions particularly in the financial sector and in foreign direct investment.
&uring the last decade, conscious efforts have been made to fine'tune state
policy to enable the ndian automobile industry reali(es its potential to the
fullest. The freeing of the industry from this restrictive environment has
helped it to itself to global development.
ncreasing competition as result of liberali(ation has led to continuous
moderni(ation as well as international standards. )oreover, auto finance with
aggressive marketing strategies has played a bid role in boosting the
automobile demand. Commercial vehicles, widely considered being the
economy*s barometer, have had a good start for the year.
The auto finance industry is expected to grow at +,.-. till */0. "f that
used vehicle finance is expected to grow at 12. p.a, while new car and 3V
would grow at +,.0. and +4.,..
3ITERATURE REVIE:
The world is full of stimuli. 5 stimulus is any unit of input affecting one or
more of the five senses sight, smell, taste, touch, hearing.The process by
which we select , organiseand interpret these stimuli into a meaningful and
coherent picture is called perception.
n essence, perception is how we see the world around us and how we
recogni(e that we need some help in making a purchase decision. !eople
cannot perceive every stimulus in their environment. Therefore, they use
selective exposure to notice and which to ignore.
)arketers must recogni(e the importance of cues or signals, in
customers perception of products. )arketing managers first identify the
important attributes, such as price or 6uality, that the targeted customers want
in a product and then design signals to communicate these attributes.
Customers also associate 6uality and reliability with certain brand names.
Companies watch their brand identity closely, in large part because a strong
link has been established between perceived brand value and customers
loyalty.
C#$to%er Perept!on A#'!t$:
7very time you lose a customer, there*s a reason why. &o you really know
what your customers think about your business, your offerings, or your
service8 5re they having good or bad experiences8 5re you e6uipped with the
insight you need to improve customer satisfaction and loyalty, and make the
changes that matter8 7ntrepreneurs are often too busy to really take the time to
tap into what customers are really thinking. 9ut customers hold the key. They
know what you need to do to dramatically increase the value you deliver to
them. :hy keep this data a secret8 3ncovering and understanding it will give
you what you need to be the best, generate higher sales and referrals and earn
repeat business.
Customer !erception 5udits by Coach ;evin captures information on
the experiences your customers are having, analy(es 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.
"pening of economy and liberali(ation 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. t is on this relationship
depends the guarantee and warranty terms to which the customer is entitled. 5
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 re6uired support service to ensure
the customer is not put to trouble.
%or adopting <apanese management or for customer oriented
management we should first have the willingness and a determination much
above the petty personal gains. t needs an attitudinal change. $ooking
towards present socioeconomic and political conditions such change is not
foreseen in immediate future. )arket forces will have to play the game with
only customer in mind if ndia has to make global presence. There is little time
in hand as we are having challenges from all sides. #mall nations like ;orea,
Taiwan, #ingapore etc. have already surpassed us. These nations are working
on a vision and resultant plans. t is the right time for market players to
pamper the customer. 5s the saying goes, the four deadly sins of corporate
management'complacency, blindness, megalomania, and greed. fit everything
else is overhead=.
>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 e6ual to 7xpectation while would not be
satisfied when !erformance does not match with 7xpectations. Now 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
uni6ue, each of their perceptions are uni6ue ."n the other hand each situation
is a @point of contact@ with an employee that will tell the customer a @truth@
about the companyAs idea of customer service. 7ach situation will create
expections of what the next experience will probably be like.
STATEME(T OF THE PROB3EM:-
The present day market is flooded with a variety of Non' banking and
as well as banking financial institutions as many as if not more than
companies like #H>>5) T>5N#!">T %N5NC7 C")!5NB, Tata
%inance, #undaram finance etc. are marketing their products.
Time has become talk of the town therefore the customers give utmost
priority to those financial institutions which gives loans at lower rate of
interest, 6uick loans, documentation, percentage of finance etc. which have
been exerting influence on the playing decision of the consumer.
The #H>>5) T>5N#!">T %N5NC7 C")!5NB is the largest
N9%C CNon 9anking %inancial CorporationD in the country exclusively
engaged in financing for heavy commercial vehicles CHCVD perhaps it is the
only company rendering better performance from a long period of time with
the presence of all these factors. The #H>>5) T>5N#!">T %N5NC7
C")!5NB is making sales as hotcake.
The study on hand is directed to understand Ethe perception of
customers towards #H>>5) T>5N#!">T %N5NC7 C")!5NB to
improve the 6uality of serviceF
PURPOSE OF THE STUDY:-
The main purpose of the study is to understand the perception of customers
towards #H>>5) T>5N#!">T %N5NC7 C")!5NB which will help the
company to make proper marketing strategy to render good services and
satisfy the needs of the customers. The study will help the company to make
proper strategies and emphasi(e on their weaker areas.
SCOPE OF THE STUDY :-
The scope of the study covers the customers of #H>>5) T>5N#!">T
%N5NC7 C")!5NB and other competitive companies in Hubli city Truck
owners, Transport companies etc.
OBJECTIVES OF THE STUDY:-
8- To know the perept!on o" #$to%er$ tow&r'$ Shr!r&% Tr&n$port
F!n&ne Co%p&n, 3!%!te' to !%pro)e the *#&+!t, o" $er)!e-
;- To know whether the #$to%er$ &re $&t!$"!e' w!th the pre$ent
$er)!e$ o" the o%p&n,-
<- F&tor$ on$!'ere' !n $e+et!n. SHRIRAM TRA(SPORT
FI(A(CE COMPA(Y to t&ke "!n&ne "or HVC-
=- To $t#', the 1eh&)!o#r o" e2e#t!)e$ o" SHRIRAM TRA(SPORT
FI(A(CE COMPA(Y tow&r'$ #$to%er$-
>- To know the &w&rene$$ +e)e+ o" the #$to%er$ tow&r'$ SHRIRAM
TRA(SPORT FI(A(CE COMPA(Y-
?- To $eek $#..e$t!on$ &n' op!n!on$ "ro% #$to%er$ re.&r'!n. the
!%pro)e%ent o" $er)!e$-
3IMITATIO(S OF THE STUDY:'.
a. 9ecause of time constraint, my study confines only to Hubli city and it
is not possible to make extensive study.
b. 9y busy schedule of the executives it is difficult to extract more
information from them.
c. 3nwillingness of transporters, truck owners has left us to make random
conclusions.
CHAPTER @ II
COMPA(Y OVERVIE::-
7stablished in the year +02G, the #hriram Hroup, comprising 2I/
9ranches and #ervice Centres, in ndiaAs premier financial services chain. This
company is the largest player in Truck %inancing and Chit funds in the ndian
subcontinent.
The group, having an annual turnover of >s. -,/// crore C3#& +.4
billionD, has a significant presence in the nsurance Consultancy, Consumer
&urable %inance and #tock 9roking businesses. t also have diversified
investments in areas such as nformation Technology, !harmaceuticals,
!roperty &evelopment, !ro?ect 7ngineering, !ackaging and 5uto
Components.
t employ over ++,/// employees across the countries that are
committed to providing excellent customer service. t also have over 2I,///
agents nationwide who reach out to its customers in even the most remote
areas.
The #hriram HroupAs business ventures are built on providing the most
efficient and customer'focused services based on the simple principle of
putting people first. This A!eople %irstA business philosophy has earned them
unstinted customer loyalty through many generations.
HISTORY A(D MI3ESTO(EJ
APRI3 ;99>:
#hriram Hroup attracts largest Venture Capital nvestment in the ndian
non'banking financial sector, from "verseas
JU3Y ;99=:
3T 9ank picks up e6uity stake in two #hriram Hroup companies
8AMARCH ;99<:
#hriram nvestment $imited received the )other Teresa 5ward for
Corporate Citi(enship.
DECEMBER;99;
#hriram Hroup enters into strategic alliance with Citicorp %inance and
Cummins 5uto #ervices
<8AU4UST;99;
#hriram Hroup ties up with 3T 9ank for >etail Truck %inancing
#cheme to offer low cost loans for purchase of new or used trucks to transport
operators.
AMAY;99;
)s. 5khila #rinivasan awarded as the @"utstanding
man !rofessional@for the year 1//1
=FEBRUARY;999
#hriram >econ Trucks incorporated as ndiaAs first corporate network for
selling reconditioned used trucks.
8>DECEMBER8BBB
)edicorp, the flagship company of #hriram group*s pharmacy
division became the first ndian company to win the ndian &rug
)anufacturers 5ssociation
;A MARCH8BC?
#hriram City 3nion %inance $td. ncorporated for cars and two'
wheelers.
8;MARCH8BC
#hriram nvestments $td. ncorporated
8<JU(E8BAB
#hriram Transport %inance Company $td. ncorporated
VISIO(6 MISSIO( A(D VA3UES:
He+p!n. re&te we&+th6 E%power!n. peop+e thro#.h pro$per!t,6 P#tt!n.
peop+e "!r$t.
The #hriram Hroup set out with the ob?ective of reaching out to the
common man with a host of products and services that would be helpful to
him in his path to prosperity. "ver the decades, the Hroup has achieved
significant success in executing this ob?ective and has created a tremendous
sense of loyalty amongst its customers.
7fficiency in operations, integrity and a strong focus on catering to the
needs of the common man, by offering him high 6uality and cost'effective
products K services, are the values driving the organi(ation. These core values
are deep'rooted within the organi(ation and have been strongly adhered to
over the decades.
The group prides itself on its perfect understanding of the customer.
7ach product or service is tailor'made to perfectly suit the needs of the
customer. t is this guiding philosophy of putting people first that has brought
the Hroup closer to the grassroots and has made it the preferred choice for all
financing re6uirements amongst the customers.
(O(-BA(DI(4 FI(A(CIA3 COMPA(Y /(BFC0 @ A 4E(ERA3
SCE(ARIO
Non'9anking %inancial Company CN9%CD is a company registered
under the Companies 5ct, +0I- and is engaged in the business of loans and
advances, ac6uisition of sharesLstockLbondsLdebenturesLsecurities issued by
Hovernment 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 activity, saleLpurchaseLconstruction of immovable property. 5 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 C>esiduary
non'banking companyD.
DIFFERE(CE BET:EE( BA(DS E (BFC F
N9%Cs are doing functions akin to that of banks, however there are a few
differencesJ
i. 5 N9%C cannot accept demand depositsM
ii. t is not a part of the payment and settlement system and as such cannot
issue che6ues to its customersM and
iii. &eposit insurance facility of &CHC is not available for N9%C depositors
unlike in case of banks.
COMMERCIA3 VEHIC3E
t is the funding of products include, trucks, buses, tippers, light
commercial vehicles, pick ups, 4 wheelers, etc.
>ange of servicesJ funding of new vehicles, refinance on used vehicles,
balance transfer on high cost loans, top up on existing loans, 7xtend product,
working capital loans K other banking products.
:ho &re e+!.!1+eF
5ny individual L !artnership firm L company with more than 1 years business
experience. "wnership of a vehicle is not mandatory. %unding extended to
%irst Time 3ser, Transporters and Captive Consumers.
How much8
$oan amount can vary from a few thousands to crore depending upon the
specific re6uirement.
%unding can be up to the extent of +// . of the chassis, body funding can be
extended on special re6uirement K on the past experience.
Henerally undertaken is Hypothecation funding. They are also taking
over an old high'interest loan and converting it into low interest loan.
Rep&,%ent:
n general repayment period is of 4 'G years, however depending on the nature
of the deal the tenure can vary from - ' -/ months.
The repayment schedule K the amorti(ation schedule is sent on disbursement
of the loan.
Intere$t:
nterest is charged on a flat rate based on the scheme applicable for the
particular product.
%5>) 7N3!)7NT $"5N#
%arm e6uipment loan has also a big chunk in the vehicle finance.
E+!.!1!+!t, :-
A.r!#+t#r&+ U$er$
5ny individual aged above 1+ years at the beginning of the tenure and below
-I years by the end of the tenureM involved in agriculture for the last I years.
Having minimum 1 acres of land with its value at least twice the loan
amount.
#taying in the same place for at least 4 years.
Having an annual income e6ual to the yearly installment
)ortgage of land of 1 to 4 times of the loan amount
Co%%er!&+ U$er$
5ny individual aged above 1+ years at the beginning of the tenure and below
-I years by the end of the tenureM involved in business for the last 4 years.
"wns at least one tractor or commercial vehicle.
"wns either a house or an office or at least 1 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. 5 maximum of +//. of the cost of the tractor, 2I. of the cost of the
trailer and I/. of the cost of the implements is funded.
Do#%ent&t!on:
A.r!#+t#r&+ #$e
5pplication form with photograph of the customer and all co applicants
andLor guarantor.
!erforma nvoice of the asset to be funded from an authori(ed dealer.
$and records of the borrowerLs.
$and valuation and title search report of the land.
>esidence proof of the borrowerLs.
dentity proof of the borrowerLs.
#ignature verification of the borrowerLs.
$oan agreement, duly signed by the applicants and guarantor.
1 #!&CsC#ecurity !ost &ated Che6uesD for entire tenure.
Co%%er!&+ U$e
5pplication form with photograph of the customer and all co applicants
andLor guarantor.
!roforma nvoice of the asset to be funded from an authori(ed dealer.
!roof of ncome Cany of the followingD J
' 9illing statement for the past one year
' $atest ncome tax >eturn
' $ast - months bank statement
>esidence proof of the borrowerLs.
dentity proof of the borrowerLs.
#ignature verification of the borrowerLs.
$oan agreement, duly signed by the applicants and guarantor.
1 #!&CsC#ecurity !ost &ated Che6uesD for entire tenure.
Rates & Fees:
The rate of interest varies from customer to customer and depends on various
factors like land holding, loan amount, viability of the proposition and the
underlying collaterals provided.
Intere$t:
nterest is charged on a monthlyL6uarterlyLhalf'yearly reducing balance basis
as the case may be. 7very installment that is paid has a component of principal
as well as interest. nterest is charged on the principal outstanding after every
installment payment.
T:" :H77$7>#J
Two wheeler finance is comparably #imple, %riendly and Nuick.
$oan #chemes are available from >s.2I//L' onwards to >s.+I////L' in easy
installments over a period of - to 4- months.
E+!.!1!+!t, Cr!ter!&:
+. #alaried ndividuals
1. #elf 7mployed ndividuals
4. !ensioners, Housewives K #tudents
G. !artnership 7ntities
I. !rivate $imited Companies
-. !ublic $imited Companies
Intere$t r&te$:nterest rate is charged on a monthly reducing balance .
Do#%ent$:
dentity !roofs
>esidence !roof
ncome !roof
!ost &ated Che6ues
Copy of Credit Card
CC billing statement
9ank passbookL#tatement
No ob?ection Certificate
A:ARDS A(D RECO4(ITIO(
>ecipient of the social responsiveness awards instituted by 9usiness
world O compa6 at national level under the auspices of %CC, &elhi.
5d?udged as the third pri(e winner for having rended commendable
service in the areas of social welfare and rural development.
)s. 5khila #rinivasan receiving the social responsiveness 5ward
instituted by 9usiness
rld O Company from the Hon*ble Vice O !resident ofndia ;rishna ;ant in the year +000.
>ecipient of outstanding woman professional for 1/// O /+ by %CC
O %CC $adies organisation C%$"D. The award was given by )s. #heila dixit
Chief minister &elhi.
)other Teresa award for corporate citi(enship instituted by $oyola
institute of 9usiness 5dministration C$95D Chennai, 1//1.
SOCIA3 :E3FARE I(ITATIVES
They have always belived in delivering financial value with a human
face. 5s a company firmly grounded up a middle class ethos, we take our
social responsibilities very seriously.
Their corporate #ocial >esponsibility CC#>D initiative started with the
#hriram #ocial :elfare Trust C##:%D that was set up in the year +004. ##:T
is today active in the following areas.
• "rphan and destitute care
• !rimary education for the rural poor
• )icro O credit financing through self' help groups for the marginali(ed
• 7mpowerment and upliftment of women in villages.
OPRHA( A(D DESTITUTE CHI3DRE
To swiftly help the poor and the needy to be self reliant and live with dignity,
not charity. The primary focus and beneficiaries of the Trust*s activities are.
a. 5bandond neglected and destitute children.
b. <uvenile delin6uents in need of care and protection.
c. Children of poor and illiterate parents.
d. &isadvantaged and marginali(ed section of women, particularly rural
women
MICRO CREDIT FI(A(CI(4 THROU4H SE3F-HE3P 4ROUPS
FOR THE MAR4I(A3IGED :OME( I( VI33A4ES-
a. $aunch of #hriram >ural &evelopment !ro?ect C#>&!D to create and
develop
b. #ocial and human capital among the poor.
c. )icro credit financing through self help groups in +I- villages in Tamil
Nadu, 5ndhra !radesh and ;arnataka.
PRIMARY EDUCATIO( FOR THE RURA3 POOR:
The trust runs four schools in rural areas at Thiruneermalai, !allikaranai,
)oovarasampet in Tamil Nadu and inn !rakash Nagar, Huntur &ist. n 5ndhra
!radesh. "ver 1/// children receive free education. #chools offer education
up to class V and student will progressively move up to higher secondary
level.
FUTURE P3A(S :
a. To start six primary schools for the rural poor in the villages of 5ndhra
!radesh.
b. Hovernment of 5ndhra !radesh to hand over 4.I acres of land to ##7T in
six districts.
c. mmediate !lansJ to start two schools in Cudapah and Huntur districts in
<une 1//I-
3O(4 TERM BE(EFITS OF THE PRO4RAM:
a. >eduction in rural indebtedness
b. 9ankLinstitutional credit for investment in income O generation activities.
c. mproved household food security round the year, better nutrition.
d. mproved household income.
e. 7mpowerment of
men. f. Hreater leverage and status of #HH members in local communities and with
the state.
THE FUTURE ACCORDI(4 TO SHRIRAM
+. To enlarge the scope of micro credit financing activity through N9%C
#hriram nvestment $imited.
1. To extend activities to 9ihar, ;harkand, and 7astern 3ttar !radesh.
4. To lend credit at low interest rates to 4 lakh women below poverty line
in the next 4 years.
(ATIO(A3 A:ARDS :O(
• 9usiness
rld Compa6 award fota #ocial >esponsiveness institutedby %CC from the Hon*ble Vice O !resident of ndia )r. ;rishna ;ant
on +000.
• )other Teresa award for Corporate Citi(enship instituted by $oyola
nstitute of 9usiness 5dministration C$95D, Chennai in 1//1.
PRODUCT PROFI3E
8-TRUCD FI(A(CE
+. #hriram Truck %inancing Companies. The wheels of progress.
1. $argest N9%C in the country exclusively engaged in financing of
heavy commercial vehicles.
4. )onopoly position in financing of used vehicles.
G. 5ll ndia presence with a branch network of 1-/ offices and employing
over G/// people.
I. Hrowing at the rate of 4/. per annum.
-. %unds managed O >s -/// crores.
2. 76uity investors ' Citicorp,, 3T 9anks, >eliance Capital and %)"
Netherlands have added tremendous value and strength.
,. Venture capital firm Chris capital ?oins as a strategic partner by
ac6uiring 1+. e6uity.
:e entered the Consumer &urable %inance business in early 1//1 through
A#hriram City 3nion %inance $td., the consumer finance arm of the group.
:ithin a short span of 1 years, we have managed a portfolio of over >s.I,G
crore.
"ur monthly business amounts to over >s.1I crore in individual loans, ranging
from as little as >s.,,/// to >s.+,//,///, and with tenures ranging from +1
months to 4- months.
#ince its inception, we have financed over 1,+I,/// white goods and two'
wheelers, with over 0/. of the business arising out of the non'metro markets.
This financing is backed by lines of credit extended by CC 9ank, 3T 9ank
and &evelopment Credit
THE 4ROUP COMPA(IES ATHAT CATER TO TRUCD FI(A(CI(4
(EEDS A DIFFERE(T PARTS OF THE COU(TRY ARE
#hriram nvestments $imited in the #outh #hriram Transport %inance
Company $imited in the :est #hriram "verseas %inance $imited in
NorthernL7astern regions in ndia.
OUR E5UITY PART(ERS
Citicorp financial services $td. 5n arm citigroup has taken +G.0. e6uity stake
in #hriram investments $imited and #hriram Transport %inancial Company
$imited in 1//1.
%)" the &utch Hovernment owned financial services company has recently
picked up e6uity stake in #$ and #T%C. The company has extended a long
term debt of - million 7uros each to the two companies.
>eliance Capital has also taken an e6uity stake in the two companies at a
premium.
.
A( OVERVIE: OF THE SHRIRAM 4ROUP TRUCD FI(A(CI(4
BUSI(ESS I( I(DIA
AREA OF OPERATIO( A33 I(DIA
9ranch offices 1-/
7mployees G///
&epositors +1.1/ lakhs
5gency %orce +I,/// plus resident representatives +4//.
%unds managed >s. -/// crores
Net worth >s. 4G0 crores
#tock $isting
)a?or exchanges including the 9#7 and
the N#7.
;-CO(SUMER FI(A(CE:-
:e entered the consumer &urable %inance 9usiness business in early
1//1. through #hriram City 3nion %inance $td. The consumer arm of the
group. :ithin a short span o 1 years, we have managed a profile of over rest
-,G crores in this business.
"ur monthly business amounts to over >s. 1I crores in individual
loans, ranging from as little as >s.,/// to >s. +///// and with tenures
ranging from +1 months to 4- months.
#ince its inception we have financed over 1+I/// white goods and
two wheelers with over 0/. of the business arising out of the non metro
markets.
This financing is backed by lines of credit extended by
CC 9and, 3T 9ank and &evelopment Credit.
<-CHIT FU(DS:-
#hriram chits O prosperity
#hriram chits is the largest chits fund in the country. :e have grown to
become a trusted household investment option. The growth registered by
#hriram Chits recent years not only indicated the usefulness of this savings
instrument, but is also a reflection our customers trust in.
Chits one of the earliest investment instrument known to man, were founded
by the enlightened communities of ndia. These have, ever since, worked to
the advantages of communities that are batting scarce capital resource.
#hriram chits started its operations in the year +02G with a single branch that
has 6uickly grown into trusted household name for making chits a viable form
of saving and borrowing to all sections of the social.
#hriram chits operates in four states. Tamil Nadu, 5ndhra !radesh, karnataka
and )aharastra, where has a reputation for timely disbursement of funds and
excellent customer services which differen tiates it from other companies.
3sing state of the art computer systemsLnetworks and a transparent
accounting system, #hriram Chits have transformed this contemporary mehod
of savings into an attractive personalised to banking system.
=-4E(ERA3 I(SURA(CE:-
#hriram group has adopted a two strategy in this segment.
+. 9roking arm O 5rmour Consultants O floated in year 1//1
1. >etail )arketing 5rmJ #ki )arketing flotred in year 1//+.
ARMUR CO(SU3TA(TS PRIVATE 3IMITED : I(SURA(CE
EXPERTS AT YOUR SERVICE
5mour consultant is engaged in insurance broking in corporate insurance
markets and has already aggregated business volumes in excess of >s. 1//
crores CP GG millionD in premiums.
5mour 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 5rmun Consultants begins with an in depth evaluation
of the client company*s business environment. The company* risk profile is
then studied. 9ased on the results of these evaluations. The team then suggests
the most cist effective, integrated insurance package that is perfectly suited to
the company*s risk profile.
The company plans to extend its customer base of the existing I///// policy
holders to cross the + million mark by the end of financial year 1//I'/-.
>-3IFE I(SURA(CE:-
The shriram group plans to enter the life insurance segment /I. 5m
application has already been filed with the >&5 for the same. :e are also
exploring the possibilities of collaborating with a foreign partner in this
venture. :e expect to be a ma?or player in this very fast growing sector, as a
natural corollary of business philosophy and expertise.
?-STOCD BRODI(4:-
"ur stock broking arm operates under the insight share 9rokers !vt. $td. t is a
member of the National #tock 7xchange , ndia and the )ulti Commodity
7xchange. This unit has expended the network by +I/. over the last year and
today it has more than 14/ terminals spread across the length and breadth of
the country.
t has a retail customer base of around I////.
The company launched its new products like &erivatives and commodity
Trading in early 1//G.
A 5UICD 3OOD AT SOME OF THE SA3IE(T FEATURES
• $imits of all clients are fixed at a pre'calculated level.
• This is benefical to them in the long run as it prevents overtrading.
• 5timely payments and direct share transfer facility from N#7.
• 5de6uate risk control research support.
• The clincher. !roactivate and preventive risk control.
OR4A(ISATIO( CHART
BOARD OF DIRECORS
SHIRAM TRA(SPORT FI(A(CE COMPA(Y 3IMITED
R Sr!'h&r M&n&.!n. D!retor
S- Venk&t&kr!$hn&n E2e#t!)e D!retor
U%e$h 4 Re)&nk&r E2e#t!)e D!retor
D-R-C Sekh&r D!retor
S- R&n.&n&th&n (o%!nee o" C!t!orp F!n&ne /In'!&0 3t'-
Dr- T S Seth#r&thn&% (o%!nee o" IREDA +t'-
D- Pr&k&$h
Co%p&n, Seret&r, E Co%p+!&ne
O""!er
SAMP3I(4:
#ample plan to know the perception of customers in this pro?ect is through
personal interview.
SAMP3E U(IT:
have taken the customers who are owning a truck or CHCVD.
SAMP3I(4 METHODH
have used Non' probability sampling i.e. #tratified >andom #ampling.
#ample si(e for this pro?ect is +// customers who are truck owners.
RESEARCH DESI4
n this research design of this pro?ect the study was conducted by the survey
method.
Taking sample of +// customers owning trucks by commencing sampling
using the research instrument as the 6uestionnaire.
!ersonal interview is considered as the sample plan.
%or this pro?ect area of research is Hubli City.
DATA CO33ECTIO( METHOD:
have collected the data from the following sourcesJ
A- PRIMARY DATAJ
? The data collected from the company persons.
? Nuestionnaires
B- SECO(DRY DATA:
? nterviewing with the owners of trucks
? nternet
? )aga(ines, Catloges, etc.
MEASURI(4 TOO3S:
%or preparing this pro?ect have considered 6uestionnaire as measuring tool
for collecting the data.
CHAPTER III
CHAPTER - III
RESU3TS A(D DISCUSSIO( :ITH 4RAPHS A(D CHARTSJ'
+D Do ,o# own & HCVF
TableJ 4.+
Number of customers !ercentage
Bes +// +//.
No Nil Nil
Total +// +//.
The information presented in table4.+ reveals thatJ'
? 5lmost all respondents are owning Heavy Commercial Vehicle.
The same information is presented in the form of diagrammatically as
followsJ'
;- So#re o" "!n&ne "or ,o#r HCVF
T&1+e: <-;
So#re$ (#%1er o" #$to%er$ Perent&.e
Co-op 1&nk$ G G.
STFC -+ -+.
T&t& "!n&ne +0 +0.
Other$ +- +-.
Tot&+ 899I 899I
The !n"or%&t!on pre$ente' !n t&1+e<-; re)e&+$ th&t:-
? -+. respondents have taken loan from #T%C .
? +0. respondents have taken loan from tata finance and G.
from co'op banks.
? :hile remaining +-. have taken from other finance
companys.
The same information is presented in the form of diagrammatically as
followsJ'
<- Are ,o# &w&re o" STFCF
T&1+e:<-<
Number of customers !ercentage
Ye$ +// +//.
(o Nil Nil
Total +// +//.
The information presented in table' 4.4 reveals thatJ'
? 5lmost all respondents are aware of #T%C .
The same information is presented in the form of diagrammatically as
followsJ'
=0 How '!' ,o# o%e to know &1o#t th!$ o%p&n,F
T&1+e:<-=
#ources Number of customers !ercentage
%riends 4, 4,.
5gents 1G 1G.
5dvertisements 41 41.
"thers - -.
Total +// +//.
The information presented in table4.G reveals thatJ'
? 4,. respondents have bought finance from #T%C on the
advice of their friends.
? 1G. will seek the advice of agents.
? :hile -. from others and 41. on the basis of 5dvertisements.
The same information is presented in the form of diagrammatically as
followsJ'
>- Do ,o# .et the "!n&ne *#!k+, "ro% STFCF
T&1+e:<->
Number of customers !ercentage
Bes ,G ,G.
No +- +-.
Total +// +//.
The information presented in table4.I reveals thatJ'
? ,G. respondents are in favour of 6uick finance availability
from #T%C .
? :hile remaining +-. of them are not in favour of 6uick
finance.
The same information is presented in the form of diagrammatically as
followsJ'
?0 Are ,o# $&t!$"!e' w!th the 'o#%ent&t!on proe$$ &t STFCF
T&1+e:<-?
#ources Number of customers !ercentage
Highly #atisfied 1, 1,.
#atisfied G1 G1.
Neither satisfiedLdis'
satisfied
+G +G.
&is'#atisfied +G +G.
Highly dis'#atisfied 1 1.
Total +// +//.
The !n"or%&t!on pre$ente' !n t&1+e<-? re)e&+$ th&t:-
? 1,. of the respondents are Highly #atisfied with the
documentation process at #T%C , G1. of the respondents are
#atisfied and from the analysis +G. of them are Neither
satisfiedLdis'satisfied .
? Nearly +G. of the respondents are dis'#atisfied and 1. of
them are Highly dis'#atisfied .
The same information is presented in the form of diagrammatically
as followsJ'
A0 Do ,o# re*#!re &n, h&n.e$ !n the 'o#%ent&t!on proe$$F
T&1+e:<-A
(#%1er o" #$to%er$ Perent&.e
Ye$ ;C ;CI
(o A; A;I
Tot&+ 899 899I
The information presented in table4.2 reveals thatJ-
? 1,. of the respondents re6uire changes in documentation
process at #T%C .
? :hile 21. of the respondents are #atisfied with the
documentation process at #T%C .
The same information is presented in the form of diagrammatically as
followsJ'
C- :h&t 'o ,o# "ee+ &1o#t the !ntere$t r&te$ &t STFCF
T&1+e:<- C
So#re$ (#%1er o" #$to%er$ Perent&.e
Ver, H!.h 8? 8?I
H!.h == ==I
Mo'er&te <= <=I
3ow ? ?I
Tot&+ 899 899I
The !n"or%&t!on pre$ente' !n t&1+e<-C re)e&+$ th&t:-
? +-. of the respondents are in favour that interest rate at #T%C
is very high and GG. of them are in favour of High rates.
? :hile 4G. of them are in favour of moderate interest rates and
-. for low interest rates.
The $&%e !n"or%&t!on !$ pre$ente' !n the "or% o" '!&.r&%%&t!&++, &$
"o++ow$:-
B0 Are ,o# $&t!$"!e' 1, the perent&.e o" "!n&ne pro)!'e' 1,
STFCF
T&1+e:<- B
(#%1er o" #$to%er$ Perent&.e
Ye$ CC CCI
(o 8; 8;I
Tot&+ 899 899I
The information presented in table4.0 reveals thatJ'
? ,,. of the respondents are #atisfied with !ercentage of
finance given by #T%C .
? :hile +1. of them are not #atisfied .
The same information is presented in the form of diagrammatically as
followsJ'
890- Are ,o# $&t!$"!e' w!th the $er)!e$ o""ere' 1, STFCF
T&1+e:<- 89
So#re$ (#%1er o" #$to%er$ Perent&.e
Co%p+ete+, S&t!$"!e' 89 89I
S&t!$"!e' <; <;I
(e!ther $&t!$"!e'J'!$-
$&t!$"!e'
;9 ;9I
D!$-S&t!$"!e' ;B ;BI
Co%p+ete+, '!$-
S&t!$"!e'
B BI
Tot&+ 899 899I
The information presented in table4.+/ reveals thatJ'
? +/. of the respondents are completely #atisfied with
the service offered y #T%C, 41. of the respondents are
satisfied and from the analysis 1/. o the respondents
are Neither satisfiedLdis'satisfied .
? Nearly 10. of them are dis'#atisfied and remaining 0.
of them are completely dis'#atisfied .
The same information is presented in the form of diagrammatically
as followsJ'
880 :h&t &re the "e&t#re$ th&t &ttr&te' ,o# to 1orrow +o&n
"ro% STFCF
T&1+e:<- 88
#ources Number of customers !ercentage
$ow interest rates - -.
7asy documentation +/ +/.
Nuick finance ,G ,G.
$ow 7) Nil Nil
Total +// +//.
The information presented in table4.++ reveals thatJ'
? ,G. of the respondents are attracted by 6uick finance.
? +/. of the respondents for easy documentation.
? :hile remaining -. for low interest rates.
The same information is presented in the form of diagrammatically as
followsJ'
8;- How 'o ,o# r&te STFC w!th re$pet to other "!n&ne
o%p&n!e$F
T&1+e:<- 8;
So#re$ (#%1er o" #$to%er$ Perent&.e
T&te 8; 8;I
A$hok 3e,+&n' 8C 8CI
STFC ;? ;?I
HDFC 8C 8CI
ICICI 8= 8=I
SBI 8; 8;I
Tot&+ 899 899I
The !n"or%&t!on pre$ente' !n t&1+e<-8; re)e&+$ th&t:-
? +1. of the respondents rated Tata in the +
st
place with other
company*s and +,. of them for 5shok $eyland and H&%C in
1
nd
place.
? 1-. of them rated #T%C in 4
rd
place.
? Nearly +G. of them for CC in G
th
place.
The same information is presented in the form of diagrammatically as
followsJ'
8<- :h&t !$ ,o#r e2per!ene when ,o# &ppro&he' the e2e#t!)e$
o" STFC "or "!n&ne o" HCVF
T&1+e:<- 8<
So#re$ (#%1er o" #$to%er$ Perent&.e
Ver, .oo' 11 11.
4oo' G, G,.
(e!ther .oo'J1&' 1G 1G.
B&' G G.
Ver, 1&' 1 1.
Tot&+ 899 899I
The information presented in table4.+4 reveals thatJ'
? 11. of the respondents are in favour of very good behaviour
from the executives of #T%C , G,. of them are in favour of
good behaviour.
? 1G. of them are in favour of Neither goodLbad.
? :hile G. of them are bad and 1. very bad.
The same information is presented in the form of diagrammatically as
followsJ'
8=- Are ,o#r *#er!e$ +e&re' *#!k+,F
T&1+e:<- 8=
(#%1er o" #$to%er$ Perent&.e
Ye$ C; C;I
(o 8C 8CI
Tot&+ 899 899I
The information presented in table4.+G reveals thatJ'
? ,1. of the respondents are in favour that their en6uiries are
cleared 6uickly at #T%C .
? :hile remaining +,. of them are telling their 6ueries are not
cleared 6uickly.
The same information is presented in the form of diagrammatically as
followsJ'
8>- Are ,o# $&t!$"!e' w!th the rep&,%ent $,$te% o" STFCF
T&1+e:<- 8>
(#%1er o" #$to%er$ Perent&.e
Ye$ ?= ?=I
(o <? <?I
Tot&+ 899 899I
The information presented in table4.+I reveals thatJ'
? -G. of the respondents are #atisfied with repayment system at
#T%C.
? :hile remaining 4-. of them re6uires changes in repayment
system.
The same information is presented in the form of diagrammatically as
followsJ'
8?- Do ,o# reo%%en' STFC to other$F
T&1+e:<- 8?
(#%1er o" #$to%er$ Perent&.e
Ye$ ?C ?CI
(o <; <;I
Tot&+ 899 899I
The information presented in table4.+- reveals thatJ'
? -,. of the respondents are in favour of recommending #T%C to
others for taking loan.
? :hile remaining 41. of them are not in favour of recommending
to others.
The same information is presented in the form of diagrammatically as
followsJ'
8A- Do ,o# w&nt to t&ke "!n&ne !n ne&r "#t#re "ro% STFCF
T&1+e:<- 8A
(#%1er o" #$to%er$ Perent&.e
Ye$ ?9 ?9I
(o =9 =9I
Tot&+ 899 899I
The information presented in table4.+2 reveals thatJ'
? -/. of the respondents wants to take finance in near future from
#T%C.
? :hile remaining G/. of them are not in favour of taking finance
from #T%C .
The same information is presented in the form of diagrammatically as
followsJ'
CO(C3USIO(
$ess than anticipated growth in the face of intensifying competition and rising
costs, can hardly be expected to get the company foaming.
9y seeing the observations most of the customers are having positive
perception towards #hriram Transport %inance Company $imited and are
satisfied with their services such as Nuick finance, 7asy documentation
process etc. The company is progressing continously in the field of finance as
Non'9anking %inance Company to compete with other %inancial as well as
Non'banking financial institutions.
#T%C is the Non'9anking %inancial Company in the ndian scenario
and it is the leader with monopoly position in financing for Heavy
Commercial Vehicles.
SU44ESTIO(S
? The firm should tap the un'tapped locations K market. This will help
them in increasing the business. >ural places are advised
? The company should bring down their interest rates compared to other
competitor rates.
? The #T%C should increase their sei(ing period from 4 months to G
months during slack season if the customers fails to pay their
instalments.
? The #T%C should maintain consistency in customer satisfaction level
in future also.
? The brand awareness campaigns should be conducted. The firm should
work on its 5dvertisements.
? Number of customers complaints should be reduced, because always
cost is associated in solving these problems.
CHAPTER-=
5#e$t!onn&!re
&ear #irL)adam,
+.&o you own a HCV8
Bes Q R No Q R
1. #ource of finance for your HCV8
Co'op banks Q R #T%C Q R Tata finance Q R "thers Q R
4. 5re you aware of #T%C8
Bes Q R No Q R C f no go to Nuestion NoJ' +2 D.
G. How did you come to know about this company8
%riends Q R 5gents Q R #elf experience Q R "thers Q R
I. &o you get the finance 6uickly from #T%C8
Bes Q R No Q R
-. 5re you satisfied with the documentation process at #T%C8
#trongly dis' satisfied Q R &is'satisfied Q R Neither
satisfiedL &is'satified Q R #atisfied Q R #trongly
#atisfied Q R
2. &o you re6uire any changes in the documentation process8
Bes Q R No Q R
f Bes specify SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS.
,.:hat do you feel about the interest rates at #T%C8
Very High Q R High Q R )oderate Q R $ow Q R
0. 5re you satisfied by the percentage of finance provided by
#T%C8
Bes Q R f No specify SSSSSSSSS.
+/. 5re you satisfied with the services offered by #T%C8
#trongly dis' satisfied Q R &is'satisfied Q R Neither
satisfiedL &is'satified Q R #atisfied Q R #trongly
#atisfied Q R
++. :hat are the features that attracted you to borrow loan from
#T%C8
$ow interest rates Q R Nuick finance Q R
7asy documentation Q R $ow 7) Q R
+1. How do you rate #T%C with respect to other finance companies
C + being highest and - being lowestDL
+ Q R 1 Q R 4 Q R G Q R I Q R - Q R
+4. :hat is your experience when you approached the executives of
#T%C for finance of HCV8
Very Hood Q R Hood Q R Neither HoodL9ad Q R
9ad Q R Very 9ad Q R
+G. 5re your 6ueries cleared 6uickly8
Bes Q R No Q R
+I. 5re you satisfied with the repayment system of #T%C8
Bes Q R No Q R
+-. &o you recommend #T%C to others8
Bes Q R No Q R
+2. Name the other finance companies you know8
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS.
+,. &o you intend to take finance in near future from #T%C8
Bes Q R No Q R
+0. !lease provide some suggestions in improving the 6uality of
service at #T%C8
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS.
!lease provide the below mentioned informationJ
NameJ
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
5ddressJ
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
"ccupationJ SSSSSSSSSSSSSSSSSSSSSSSSSSSSS
5nnual ncome SSSSSSSSSSSSSSSSSSSSSS
HenderJ )ale Q R %emale Q R
KK Th&nk Yo# KK
doc_842724144.doc