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.
BABASAB PATIL BABASAB PATIL
? 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$
BABASAB PATIL BABASAB PATIL
I(TRODUCTIO(
!"#C"!T$N $% C&'T$("#' T$)*#+' 'H##*( T#*N'!$#T
C$(!*N, -(T"+.
-ike any other %inancial products, sales of giving finance is largely dependent
on how well company plans out their marketing strategies which helps to
increase visibility and build a distinct brand image. -ooking at the intense
competition it is become very necessary for company to make a name for
themselves in consumers mind. 'o the opinion of customers play an important
role in making marketing strategies. Hence this study will provide the
company to what customers perceive about 'T%C. t will also help to find out
the brand image of 'T%C in the minds of customers.
ndia is emerging as a global automobile giant. n recent years this
industry has made pioneering efforts in adopting modern technology and
allowing the entry of foreign players. This is well supported by the economic
conditions particularly in the financial sector and in foreign direct investment.
+uring the last decade, conscious efforts have been made to 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.
BABASAB PATIL BABASAB PATIL
ncreasing competition as result of liberali/ation has led to continuous
moderni/ation as well as international standards. (oreover, auto finance with
aggressive marketing strategies has played a bid role in boosting the
automobile demand. Commercial vehicles, widely considered being the
economy0s barometer, have had a good start for the year.
The auto finance industry is expected to grow at 12.34 till 056. $f that
used vehicle finance is expected to grow at 784 p.a, while new car and &V
would grow at 12.64 and 19.24.
BABASAB PATIL BABASAB PATIL
3ITERATURE REVIE:
The world is full of stimuli. * stimulus is any unit of input affecting one or
more of the five senses sight, smell, taste, touch, hearing.The process by
which we select , organiseand interpret these stimuli into a meaningful and
coherent picture is called perception.
n essence, perception is how we see the world around us and how we
recogni/e that we need some help in making a purchase decision. !eople
cannot perceive every stimulus in their environment. Therefore, they use
selective exposure to notice and which to ignore.
(arketers must recogni/e the importance of cues or signals, in
customers perception of products. (arketing managers first identify the
important attributes, such as price or :uality, that the targeted customers want
in a product and then design signals to communicate these attributes.
Customers also associate :uality and reliability with certain brand names.
Companies watch their brand identity closely, in large part because a strong
link has been established between perceived brand value and customers
loyalty.
BABASAB PATIL BABASAB PATIL
C#$to%er Perept!on A#'!t$:
"very time you lose a customer, there0s a reason why. +o you really know
what your customers think about your business, your offerings, or your
service; *re they having good or bad experiences; *re you e:uipped with the
insight you need to improve customer satisfaction and loyalty, and make the
changes that matter; "ntrepreneurs are often too busy to really take the time to
tap into what customers are really thinking. apanese management or for customer oriented
management we should first have the willingness and a determination much
above the petty personal gains. t needs an attitudinal change. -ooking
towards present socioeconomic and political conditions such change is not
foreseen in immediate future. (arket forces will have to play the game with
only customer in mind if ndia has to make global presence. There is little time
in hand as we are having challenges from all sides. 'mall nations like =orea,
Taiwan, 'ingapore etc. have already surpassed us. These nations are working
on a vision and resultant plans. t is the right time for market players to
pamper the customer. *s the saying goes, the four deadly sins of corporate
management.complacency, blindness, megalomania, and greed. fit everything
else is overhead?.
BABASAB PATIL BABASAB PATIL
#emember that a customer always buys a product or service with a lot
of expectations which he has derived from the promotional inputs of the
company or other sources including word.of. mouth . 'o a customer would be
satisfied when !erformance is e:ual to "xpectation while would not be
satisfied when !erformance does not match with "xpectations. Now this
expectation is what has been derived from perception. !erception is not good
or bad, right or wrong, it is @ust the way someone @udges an experience based
on their value system of what they believe should happen. 'ince people are
uni:ue, each of their perceptions are uni:ue .$n the other hand each situation
is a Apoint of contactA with an employee that will tell the customer a AtruthA
about the companyBs idea of customer service. "ach situation will create
expections of what the next experience will probably be like.
BABASAB PATIL BABASAB PATIL
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##*( T#*N'!$#T %N*NC" C$(!*N,, Tata
%inance, 'undaram finance etc. are marketing their products.
Time has become talk of the town therefore the customers give utmost
priority to those financial institutions which gives loans at lower rate of
interest, :uick loans, documentation, percentage of finance etc. which have
been exerting influence on the playing decision of the consumer.
The 'H##*( T#*N'!$#T %N*NC" C$(!*N, is the largest
N
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.
BABASAB PATIL BABASAB PATIL
? 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$
BABASAB PATIL BABASAB PATIL
I(TRODUCTIO(
!"#C"!T$N $% C&'T$("#' T$)*#+' 'H##*( T#*N'!$#T
C$(!*N, -(T"+.
-ike any other %inancial products, sales of giving finance is largely dependent
on how well company plans out their marketing strategies which helps to
increase visibility and build a distinct brand image. -ooking at the intense
competition it is become very necessary for company to make a name for
themselves in consumers mind. 'o the opinion of customers play an important
role in making marketing strategies. Hence this study will provide the
company to what customers perceive about 'T%C. t will also help to find out
the brand image of 'T%C in the minds of customers.
ndia is emerging as a global automobile giant. n recent years this
industry has made pioneering efforts in adopting modern technology and
allowing the entry of foreign players. This is well supported by the economic
conditions particularly in the financial sector and in foreign direct investment.
+uring the last decade, conscious efforts have been made to 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.
BABASAB PATIL BABASAB PATIL
ncreasing competition as result of liberali/ation has led to continuous
moderni/ation as well as international standards. (oreover, auto finance with
aggressive marketing strategies has played a bid role in boosting the
automobile demand. Commercial vehicles, widely considered being the
economy0s barometer, have had a good start for the year.
The auto finance industry is expected to grow at 12.34 till 056. $f that
used vehicle finance is expected to grow at 784 p.a, while new car and &V
would grow at 12.64 and 19.24.
BABASAB PATIL BABASAB PATIL
3ITERATURE REVIE:
The world is full of stimuli. * stimulus is any unit of input affecting one or
more of the five senses sight, smell, taste, touch, hearing.The process by
which we select , organiseand interpret these stimuli into a meaningful and
coherent picture is called perception.
n essence, perception is how we see the world around us and how we
recogni/e that we need some help in making a purchase decision. !eople
cannot perceive every stimulus in their environment. Therefore, they use
selective exposure to notice and which to ignore.
(arketers must recogni/e the importance of cues or signals, in
customers perception of products. (arketing managers first identify the
important attributes, such as price or :uality, that the targeted customers want
in a product and then design signals to communicate these attributes.
Customers also associate :uality and reliability with certain brand names.
Companies watch their brand identity closely, in large part because a strong
link has been established between perceived brand value and customers
loyalty.
BABASAB PATIL BABASAB PATIL
C#$to%er Perept!on A#'!t$:
"very time you lose a customer, there0s a reason why. +o you really know
what your customers think about your business, your offerings, or your
service; *re they having good or bad experiences; *re you e:uipped with the
insight you need to improve customer satisfaction and loyalty, and make the
changes that matter; "ntrepreneurs are often too busy to really take the time to
tap into what customers are really thinking. apanese management or for customer oriented
management we should first have the willingness and a determination much
above the petty personal gains. t needs an attitudinal change. -ooking
towards present socioeconomic and political conditions such change is not
foreseen in immediate future. (arket forces will have to play the game with
only customer in mind if ndia has to make global presence. There is little time
in hand as we are having challenges from all sides. 'mall nations like =orea,
Taiwan, 'ingapore etc. have already surpassed us. These nations are working
on a vision and resultant plans. t is the right time for market players to
pamper the customer. *s the saying goes, the four deadly sins of corporate
management.complacency, blindness, megalomania, and greed. fit everything
else is overhead?.
BABASAB PATIL BABASAB PATIL
#emember that a customer always buys a product or service with a lot
of expectations which he has derived from the promotional inputs of the
company or other sources including word.of. mouth . 'o a customer would be
satisfied when !erformance is e:ual to "xpectation while would not be
satisfied when !erformance does not match with "xpectations. Now this
expectation is what has been derived from perception. !erception is not good
or bad, right or wrong, it is @ust the way someone @udges an experience based
on their value system of what they believe should happen. 'ince people are
uni:ue, each of their perceptions are uni:ue .$n the other hand each situation
is a Apoint of contactA with an employee that will tell the customer a AtruthA
about the companyBs idea of customer service. "ach situation will create
expections of what the next experience will probably be like.
BABASAB PATIL BABASAB PATIL
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##*( T#*N'!$#T %N*NC" C$(!*N,, Tata
%inance, 'undaram finance etc. are marketing their products.
Time has become talk of the town therefore the customers give utmost
priority to those financial institutions which gives loans at lower rate of
interest, :uick loans, documentation, percentage of finance etc. which have
been exerting influence on the playing decision of the consumer.
The 'H##*( T#*N'!$#T %N*NC" C$(!*N, is the largest
N