copy of satisfaction survey of cv

8/6/2019 Copy of Satisfaction Survey of Cv

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A

SUMMER INTERNSHIP PROJECT REPORT ON

SATISFACTION SURVEY OF CV/CECUSTOMERS OF MMFSL

In requirement of partial fulfillment of Master ofBusiness Administration

SUBMITTED To

GUJARAT TECHNOLOGICAL UNIVERSITY

Internal Guide: Submitted By:

Prof. MAYANK BHATIA Name: ANKIT GUPTA

Enroll.No.107010592049

AHMEDABAD INSTITUTE OF TECHNOLOGY

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DECLARATION


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I, ANKIT GUPTA of AHMEDABAD INSTITUTE OF

TECHNOLOGY hereby, declare that the Project report on

SATISFACTION SURVEY OF CV/CE CUSTOMERS OF MMFSL

is my original work and has not been published elsewhere. This has

been undertaken for the purpose of partial fulfillment of GUJARAT

TECHNOLOGICAL UNIVERSITY requirement for the award of the

degree of MASTER OF BUSINESS ADMINISTRATION.

Name: ANKIT GUPTA (MBA: 2010-2012)

Date: 15 /7 /2011

Place: AHMEDABAD

ACKNOWLEDGEMENT


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The only place where success comes before work is in the

dictionary

Survey is an excellent tool for learning and exploration. No classroom

routine can substitute which is possible while working in real situation.

Learning and observation is the best experience in any persons

carrier. This saying plays an important role in including survey and

analysis of market as part of the curriculum of the MBA programme of

the Gujarat Technological University. This practical survey helps toknow the real business environment.

This practical training at MBA programme develops a feeling about

the difficulties and challenges in the business world. Only theoretical

knowledge does not impart complete education, practical training

gives the experience to learn about the real business world.

I should thank my project guide Prof. Mayank Bhatia for his guidance,

continuous encouragement and inspiring suggestions during the

project study.I have put my level best efforts in the preparation of the

marketing project

PREFACE


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Under the prescribe course of the Masters of business administration

of Ahmedabad Institute of Technology student have to perform

project with the objective of studying Marketing condition & marketingpolicies, which are implied in this field, I have analyzed the

Satisfaction survey of CV/CE customers of MMFSL.

Management students are expected to have practical experience in

addition to the theoretical one. My project work at college was an

existing experience of making research through meeting various

customers outside the organization. As a part of my study I select the

topic Satisfaction survey of cv/ce customersof MMFSL

This project Involves collection data of customers of MMFSL. I hope

that this report, suggestions and findings welcomes by you. In spite of

my efforts there may be errors of missions and commissions that may

please be excused.

EXECUTIVE SUMMARY


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The project has been undertaken with the objective of

SATISFACTION SURVEY OF CV/CE CUSTOMERS OF MMFSL.

The research had been conducted through filled up

questionnaires by 100 customers of MMFSL. The geographical

area selected for the survey is AHMEDABAD city.

Questionnaire based on requirement of customer and services

offered by company were identified as critical factors for providing

satisfaction to consumers. After evaluating all findings, many

significant points came out of study. The main thing which the

company should work up on is to build up the customer satisfaction

that increases the satisfaction level of customers.

The study was undertaken for Ahmedabad region during 45 days.

The questionnaire contains various aspects like their Address, their

present age, profession, contact number etc.

Most important part is analyzing the information. The collected data

was analyzed and interpreted to obtain the conclusion.

TABLE OF CONTENTS


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1.1- INTRODUCTION OF THE TOPIC

The purpose of this training was to have practical experience of

working within the organization, in the filed of marketing and to have


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exposure to the important management practices in field of

marketing.

While writing this report the language has been keep simple and the

entire discussion has been logical. The main motto of the project

work is Market Research and customer Satisfaction of Mahindra

& Mahindra finance service limited, Ahmedabad.

Customer Expectations:-

How do buyers from their expectations?

If marketers raise the expectations too high, the buyer is likely to be

disappointed. However, if the company sets expectations too low, it

will not attract enough customers, although it will satisfies those who

do buy. Some of todays most successful companies are raising

expectations and delivering performance to match. These companies

are aiming for total customer satisfaction.

1.2- REASONS FOR SELECTING THE TOPIC

Marketers have regarded customers as the king and develop all

activities to satisfy him or her, this concept gaining more force and


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importance today. The term customer refers to the purchaser of a

product or services. They may or may not be the ultimate consumer

Where else the term consumer refers to the end user of a product or

services.

Today the company image is built and made known by the customer.

Thus the success of the firm will determine by how effective it has

been in meeting the diverse consumer needs and wants by treating

each customer as unique and offering products and services to suits

his or her needs.

More than a century ago, the father of our nation, Mahatma Gandhi,

had made a visionary and deep meaningful statement at

Johannesburg, South Africa in 1890s. A customer is the most

important visitor of our premises. He is not dependent on us. We are

dependent on him. He is not an interruption on our work. He is part of

it. We are not doing him favor by serving him. He is doing us a favor

by giving us the opportunity to do so. Though this statement was not

made in the marketing concept, there is a lot if wisdom and insight in

to Mahatmas words.

Today, all the firms are engaged in a process of creating a lifetime

value and relationship with their customer. This is very important for a

company to know the wants and needs of the customers. Due to the

existence of diversity among individual be it consumers, marketers,

culture and social environment, across borders globally and even

consumer behavior is very important for marketers.


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This because such a study will enable the marketers to have a better

understanding of the buying as well as consumption behavior of their

customers as well as consumers.


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1.3- IMPORTANCE OF TOPIC IN COMPANY

Consumer research can be the atmosphere unplanned researchstudy (A specific problem requiring specific information) or a

continuous research as ongoing basis, research will be done to

determine whether the customer are satisfied with the forms of

services etc. So in this way consumer behavior study is very

important for an organization or a company.

Traditionally market research tells a company that who is buying

services for their use. Marketers try to find out target customers, their

reference groups. However, level of reference group influence varies

among products and branch.

Consumer behavior gives for the company how consumer takes

buying decision, who are their influences, how they affect purchase

decision, which factor are consider greatest by consumers etc. So in

this way the research was going to benefit for the company.

This study provides the basis of market study.

This study will help the manufacturers to reduce the cost.

To identify weakness of marketing.

To reduce uncertainty and risk associated with marketing under

dynamic environment.


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To achieve effective control in order to desire target of

organization.

1.4- BENEFITS TO THE COMPANY FROMTHE STUDY

Research on customer satisfaction is very much important and

beneficial to the company. Only an understanding of relevant market

can help in analyzing of marketing opportunities. Market it means

buyers that is it is necessary to understand the buyers around whom

the marketing plans are formulated and implemented.

In order to meet competition at the market place, the marketing

managers are using various methods to add value to the products or

services of the company which will finally reach the hands of

consumer. Marketers are trying to determine the fundamental needs

and motives of consumer as well as various factors, which will

influence the formation of these needs and the satisfaction these.

Simultaneously, marketers are also trying to understand the culture

process adopted by the customers and buyers. The impact of these

concepts will help marketers in generation of new schemes and ideas

for the loan of CV/CE equipment.


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Study helps the company in making better marketing and planning.

Study helps in better market coverage.

Study helps in finding the actual target.


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2.1- INTRODUCTION OF THE CUSTOMER

SATISFACTION

Customer is the king is the more appropriate for today's business

environment, where all other factors remaining more or less constant.It is the value addition to the customer that is making all the

difference. Customer satisfaction depends on the performance

relative to an expectation.

The provision of services which fulfill the customer's expectations.

Customer satisfaction is essential to the survival of a business. The

best way to determine customers' level ofsatisfaction is to ask them.

The degree to which there is match between the customer's

expectations of the services.


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The main goals are to optimize revenue Through improved customer

satisfaction via improved interactions at each customertouch point.

Definition:-

Degree ofsatisfactionprovided by the goods orservices of a

firm as measured by the number of repeatcustomers.

A key premise in customer satisfaction is Understandings the needs

and meeting or exceeding the expectations of customers. While

company developed strategy to improve customer service, customer

satisfaction is a much-neglected component of service improvement.

To this end, it is important to highlight that total customer satisfaction

can be attained only if all employees committed to customer

satisfaction can work together and assist each other to achieve the

common objective. So, it is suggested to adopt customer orientedapproach to keep customer satisfied and motivated.

Customer satisfaction survey is the process to monitor the

satisfaction proportion of their people. Last, but not the least

customer satisfaction survey helps in finding the critical areas, which

need further improvement.


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3.1-INTRODUCTION

Mahindra & Mahindra Limited (BSE: 500520) is the flagship company

of the Mahindra Group, a multinational conglomerate based in

Mumbai, India. The company was set up in 1945 in Ludhiana as

Mahindra & Mohammed by brothers K.C. Mahindra and J.C.

Mahindra and Malik Ghulam Mohammed.

After India gained independence and Pakistan was formed,

Mohammed immigrated to Pakistan where he became the nation's

first finance minister. The company changed its name to Mahindra &

Mahindra in 1948.

Mahindra and Mahindra Financial Services Limited is one of

Indias leading non-banking finance companies. Through a vast

network of branches, we provide personalized finance for the widest

range of utility vehicles, tractors and cars, focusing on the rural andsemi-urban sector.

MMFSLs rural financing is considered as the cornerstone of poverty

reduction, rural development and inclusive growth in many parts of

the country. With a majority of our countrys population living in rural

India, our loans to over 10,00,000 customers belonging to the low

income groups have proved to be a catalyst in helping rural India

surge ahead in a big way.

Companys unique business model is socially inclusive as we help

customers who are at the bottom of the income or social pyramids to


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grow by providing them loans based on their future earning

capacities. It is also our continuous Endeavour to develop skill sets at

the local level. We currently provide employment to over 6200 people

who belong to the areas in which we serve, ensuring that our

employees truly understand their customers.

Since 1945, we, at the Mahindra Group, have remained and will

continue to remain partners in the progress of rural India, through

both growth and turbulence. We salute the spirit of every Indian living

off the land and move ahead, trying to understand the financial needs

of rural India and tapping into this vast market of unbounded

opportunities.


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3.2 COMPANY HISTORY

Mahindra & Mahindra was set up as a steel trading company in 1945.

It soon expanded into manufacturing general-purpose utility vehicles,

starting with assembly under license of the iconic Willys Jeep in India.

Soon established as the Jeep manufacturers of India, M&M later

branched out into the manufacture of light commercial vehicles

(LCVs) and agricultural tractors. Today, M&M is the leader in the

utility vehicle segment in India with its flagship UV Scorpio and enjoys

a growing global market presence in both the automotive and tractor

businesses.

Over the past few years, M&M has expanded into new industries and

geographies. They entered into the two-wheeler segment by taking

over Kinetic Motors in India. M&M also has controlling stake in REVA

Electric Car Company and acquired South Korea's SsangYong MotorCompany in 2011.

The US based Reputation Institute recently ranked Mahindra among

the top 10 Indian companies in its 'Global 200: The World's Best

Corporate Reputations' list. The history of Mahindra Finance has

been a history of continuous ascent. Listed below are the important

events and milestones in the story of Mahindra Finance.

We were incorporated on January 1, 1991 as Maxi Motors Financial

Services Limited and received certificate of commencement of

business on February 19, 1991. Our name was changed to Mahindra


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& Mahindra Financial Services Limited on November 3, 1992. We are

registered with the Reserve Bank of India as an NBFC. The Company

is having a valid Certificate of Registration No. 13.00996 issued by

the Reserve Bank of India under section 45-IA of the Reserve Bank

of India Act, 1934 classifying it as an Asset Finance Company

Deposit Taking.


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3.3-MISSION OF MMFSL

Companys goal is to be the preferred provider of retail financing

services in the rural and semi-urban areas of India, while Companys

strategy is to provide a range of financial products and services to

Companys customers through our nationwide distribution network.


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3.4-PRODUCTS

With an extensive range of products and services, Mahindra Finance

makes sure that there is something that suits everyone needs.

Products and services of the company are considered instrumental in

the rapid development of rural as well as semi-urban India. In my

project work, I have collected the data from customers who take the

loan from MMFSL.

COMMERCIAL VEHICLES (CV)

A commercial vehicle is a type of motor vehicle that may be

used for transporting goods or passengers. The European Union

defines "commercial motor vehicle" as any motorized road vehicle,

which by its type of construction and equipment is designed for, and

capable of transporting, whether for payment or not more than nine

persons, including the driver goods and "standard fuel tanks".

This means the tanks permanently fixed by the manufacturer to all

motor vehicles of the same type as the vehicle in question and whose

permanent fitting enables fuel to be used directly, both for the

purposes of propulsion and, where appropriate, for the operation of a

refrigeration system. Gas tanks fitted to motor vehicles designed for

the direct use of gas as a fuel are considered to be standard fuel

tanks.


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CONSTRUCTION EQUIPMENT (CE)

Mahindra & Mahindra entered the Construction Equipment

industry in February 2011 with the launch of the Mahindra Earth

Master Backhoe Loader. Already one of the worlds largest markets,

demand for construction equipment is growing in India. Companys

unparalleled dealer network makes theEarth Master available across

the country.

Manufactured at companys state-of-the-art facility at Chakan, Pune,

the Earth Master offers unmatched fuel economy and meets stringent

global emissions norms. It also offers a unique intelligent

communication system that keeps owners informed about their

machine through SMS updates on daily work reports, engine oil

levels, and more. Combining excellence in customer service and

technology, companys entry into Construction Equipment will supportinfrastructure development across India.


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Services offered by MMFSL:

Mahindra & Mahindra Financial Services Limited (Mahindra Finance)

is one of India's leading non-banking finance companies focused onproviding finance for utility vehicles, tractors and cars in the rural and

semi-urban sector. Mahindra Finance currently has the largest

network of over 436 branches. It has entered into more than 600,000

customer contracts and has disbursements of around Rs. 21000

crores since inception.

The company's product portfolio includes right from finance for two

wheelers, tractors, farm equipment, cars and utility vehicles to

commercial vehicles and construction equipment also have a group

of experts providing investment advice, surveying available market

products and choosing the most suitable to customers' needs. The

average loan size is about 3.5 Lakh [US $7,600]. The interest rates

range from 12% - 14% for new vehicle loans and 18% - 19% forsecondhand vehicles. Interest rates in urban India would be cheaper

by 2% - 3%.

List of services offered by MMFSL:

Two-Wheeler Loans:

The company provides loans for a wide range of two-wheelers, which

include motorbikes, mopeds, scooters or scooterettes, the customers,

are offered speedy loans with flexible repayment options. The


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company provides loans to women customers at special rates and

offers fast approvals for the same.

Three-Wheeler Loans:

The company supports a wide range of Mahindra three-wheelers

financing with flexible repayment options and minimal documentation.

Companys customized financial options and quick process of

sanctioning a loan makes acquiring a new three-wheeler easier and

faster.

Car Loans:

The company provides loans for car and is preferred financier for

M&M, Hindustan Motors, Hyundai, General Motors, Maruti Udyog

Limited. The loan obtaining process ensures maximum flexibility,

minimum paperwork and highly customized loans to suit car buyers

needs.

Tractor Loans:

Financing is provided for a wide range of tractors of the Mahindra,

Swaraj & Shaktiman brands. The loans are highly customized

specific to farmer requirements.


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Utility Vehicle Loans:

Mahindra finance provides loan schemes for Mahindra Utility vehicles

and other multi-utility vehicles; it also provides trade advance facilitiesfor dealers.

Commercial Vehicle Loans:

The company has loan schemes for commercial vehicles including

trucks, buses, tippers, excavators, light commercial vehicles, etc.

Within this segment company operates in financing both new aswell as old vehicles.

Construction Equipments Loans:

The company has Range of simple and flexible loans for customers in

need of construction equipments Within this segment company

operates in financing both new as well as old equipments.

Refinance Loans:

The Company has products to support purchase of used cars, utility

vehicles, commercial vehicles and tractors. It also provides expedient

loans against an existing car, utility vehicle and other commercial

vehicles.

Personal Loans:

The company has launched products in personal loans segment.

Customers can get loans for their needs like Marriage related


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expenses, Childrens higher education, Medical treatment,

Agricultural, etc.

Fixed Deposit:

MMFSL offers fixed deposits as one of the options for financial

savings. As of June 2011, the fixed deposits offered by MMFLS have

been given rating of FAAA by CRISIL. MMFSL offers its customers

the options of cumulative and non cumulative deposits.

Gold Loans:

MMFSL launched its "Loan against Gold" product in Kerala. This

offering helps to provide liquidity against gold ornaments without

having to sell them. This offering was launched considering that

Kerala records the highest number for remittance of funds from

overseas, especially the Middle East.


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3.5- STRENTHS OF THE COMPANY

As one of Indias leading non-banking finance companies

MAHINDRA FINANCE enjoys certain exclusive strengths:

Fast loan processing:

One of the most important assets of Mahindra Finance is fast loan

disbursement process. With minimal documentation and extreme

flexibility Companys loans are usually disbursed within a period of 2

days.

Wide network:

Companys extensive network of over 550+ branches spanning the

Country makes sure that people can always find a Mahindra Finance

branch near you.

Customized repayment schedules:

Keeping in mind the needs of Companys customers, our convenient,

customized repayment schedules are designed to guarantee

maximum flexibility when it comes to the repayment of our loans.

In-depth knowledge:

Over the years, Company gathered an in-depth knowledge of

rural and semi-urban markets, which enables us to devise products

according to their specific needs. With this asset, Company able to


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provide our loans to many deserving customers based on future

repayment capabilities rather than their current status.

Relationship with Mahindra & Mahindra:

The parentage of the awe-inspiring Mahindra & Mahindra Group and

the close association with dealers through out the country gives us an

additional, exclusive advantage.

Socially inclusive business model:

It is Companys constant Endeavour is to develop skill sets at grass-

root levels. In keeping with that spirit, we provide employment to

more than 6,200 people from the bottom of the income or social

pyramids and help them grow. This ensures that Companys

employees are more kindly towards the customers.

Large base of customers:

And lastly, Companys greatest strength lies in large and ever

growing base of over 10, 00,000 satisfied customers.


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3.6- CORE PURPOSE OF MMFSL


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3.7- CORE VALUES OF MMFSL


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3.8- MANAGING BODY

At Mahindra Finance Company have nine noted directors vested with

the charge of general supervision, direction and management of the

operations of the company.

The primary responsibility of the Board of Directors includes:

Overseeing high standards of corporate governance and

compliance with various laws

Overseeing our financial management and approving various lines

of business

Shaping our policies and procedures

Monitoring our performance and evolving the growth strategy

Setting up counter-party and other prudential risk management

limits

Setting up counter-party and other prudential risk management

limits


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3.9- MILESTONES OF THE COMPANY


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Board of Directors Designation

Mr. Bharat N. Doshi Chairman

Mr. U. Y. P hadke Vice Chairman

Mr. Ramesh Iyer Managing Director

Mr. Dhananjay Mungale DirectorDr. Pawan Kumar Goenka Director

Mr. M. G. Bhide Director

Mr. Piyush Mankad Director

Mrs. Rama Bijapurkar Director
http://www.mahindrafinance.com/management.aspx#bharathttp://www.mahindrafinance.com/management.aspx#phadkehttp://www.mahindrafinance.com/management.aspx#rameshhttp://www.mahindrafinance.com/management.aspx#rameshhttp://www.mahindrafinance.com/management.aspx#dhananjayhttp://www.mahindrafinance.com/management.aspx#pawanhttp://www.mahindrafinance.com/management.aspx#bhidehttp://www.mahindrafinance.com/management.aspx#piyushhttp://www.mahindrafinance.com/management.aspx#bijapurkarhttp://www.mahindrafinance.com/management.aspx#bharathttp://www.mahindrafinance.com/management.aspx#phadkehttp://www.mahindrafinance.com/management.aspx#rameshhttp://www.mahindrafinance.com/management.aspx#dhananjayhttp://www.mahindrafinance.com/management.aspx#pawanhttp://www.mahindrafinance.com/management.aspx#bhidehttp://www.mahindrafinance.com/management.aspx#piyushhttp://www.mahindrafinance.com/management.aspx#bijapurkar


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2007

Reach extended to over 400 branches.

2008

Commenced the home loan business through our subsidiary,

Mahindra Rural Housing Finance Limited (MRHFL)

2009

Recommenced Fixed Deposit programme.

Received 12.5% equity participation from NHB for our Subsidiary

Mahindra Rural Housing Finance Ltd.

2010

Loan against Gold launched in Kerala.

Assets under Management crosses Rs.10000 crores.

PBT crosses Rs. 500 crores.

Branch network crosses 450 branches.

More than 2 lakh new customer contracts in a financial year for the

first time.


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Corporate social responsibility (CSR, also called corporate

conscience, corporate citizenship, social performance, or

sustainable responsible business) is a form of corporate self-

regulation integrated into a business model. CSR is titled to aid

an organization's mission as well as a guide to what the company

stands for and will uphold to its consumers.

Development business ethics is one of the forms of applied ethics

that examines ethical principles and moral or ethical problems that

can arise in a business environment. ISO 26000 is the recognized

international standard for CSR.

Companies still thinking about the environment as a social

responsibility rather than a business imperative are living behind the

times. Corporate Social Responsibility is a voluntary decision that the

entrepreneurial leadership of every company must make on its own.At Mahindra Finance Company sincerely believe that the actions of

the organization and its community are highly interdependent. As

companys Corporate Social Responsibility they actively implement


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programs and initiatives for the betterment of society, communities,

and the environment.

Both on its own and as part of the Mahindra Group, through constant

and collaborative interactions with our external stakeholders, MMFSL

strives to become an asset in the communities where it operates.

Company is deeply committed to education, the environment, and

setting up and maintaining infrastructure for urban beautification,

pollution reduction and healthcare; waste management in the office

environment, tree plantation and water treatment.

Company encourages and recognizes employees for volunteering

with the spirit of serving and sharing with the community. Company

have partnered with the government, NGOS and other business

partners to contribute positively towards the economic and human

development of the society, and especially, the underprivileged

sections of society.


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4.1- INTRODUCTION


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Research is an art of scientific investigation through search for

new facts in any branch of knowledge. It is a moment from

known to unknown.

Research always starts with a question or a problem. A

descriptive research was carried out to know the demographic,

psychographics and behavioral characteristics of customers.

Its purpose is to find answers to questions through the application

of the scientific method.

It is a systematic and intensive study directed towards a more

complete knowledge of the subject studied.

As marketing does not address itself to basic or fundamental

question, it does not qualify as basic research. On the contrary, it

tackles problems, which seem to have immediate commercial

potential. In view of the major consideration, marketing research

should be regarded as applied research. We may also say that

marketing research is of both types problem solving and problem

oriented.

Marketing research is as systematic and objectives study of the

problems pertaining to the marketing of the goods and services. It

may be emphasized that it is not restricted to any particular area of

marketing, but is applied to all the phases and aspects.


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4.2- STEPS IN RESEARCH PROCESS

Formulating the Research Problem

Extensive Literature Review

Developing the objectives

Preparing the Research Design including Sample Design

Collecting the Data

Analysis of Data

Generalization and Interpretation

Preparation of the Report or Presentation of Results-Formal

writes ups of Conclusions reached


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4.3- RESEARCH OBJECTIVES

Objectives of the research are,

One should clear about the objectives before commencing any

activity. If the objective of the study is clear in mind, one can easily do

the research.

Objectives are divided into two selections:

1. Main (Primary) objective

2. Secondary objective

1. Main objective:

The main objective of my research work is Satisfaction survey of

customers of MMFSL.

2. Secondary objective:

The secondary objective of my research work is Customerperception about loan for MMFSL.


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4.4- METHODS OF DATA COLLECTION

1) Data to be collected:

Data includes facts and figures, which are required to be collected to

achiever the objectives of the project. In order to determine the

present position and satisfaction of customer of Mahindra & Mahindra

Finance service limited.

For given project, the primary data, which needed to collect for the

first time, were much significant. This type of information gatheredthrough Survey technique, which is the most popular and effective

technique for correct data collection. The survey was completed with

the use of Questionnaires.

A) Primary Data:

The data that is being collected for the first time or to particularly fulfill

the objectives of the project is known as primary data.


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The above primary data were collected through responses of

customer was Conducted through questionnaires prepared for them.

B) Secondary Data:

Secondary data are that type of data, which are already assembled

and need not to collected from outside.

These types of data were,

- Company website

- References

- Magazines

The above mentioned data were collected through Internet and

companys Marketing report.

. 2) Data Evaluation:

The data so collected were not simply accepted because it contained

unnecessary information and over or under emphasized facts.

Therefore only relevant data were included in the report, which

helped in achieving the objectives of the project.


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3) Designing the data collection forms:

The mode of data based on survey methods. Primary data based on

Questionnaire.

4.5- SAMPLING

Sample is the small group taken under consideration from the total

group. This small group represents the total group. In the project the

market research, which was ask to be studied was Ahmedabad

market but as it was possible to approach all the respondents

customers of the city, hence a sample was selected which represents

the whole city.

Sample size determination:-

Sample is one of part of population representing characteristics

population. To select a sample is an easy job but to collect an

Appropriate sample size is tough job. Sample should be unbiased.

Sample must be drawn under some conditions of population. Ideal

size of sample should be drawn to get appropriate results


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Sampling process:-

The sample was selected in a random way irrespective of them being

invest or not. It was collected through personal visit to persons by

formal and informal talks and fill up the questionnaire prepared data

analysis using statistical tool.

Sampling technique:-

Convenience sampling technique

Statistical tools used for research:-

Percentage analysis

Bar graphs & Pie charts

Weighted average

Sampling Frame:-

Existing customers of MMFSL


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So, N = 100 approx.

4.6- LIMITATIONS OF THE RESEARCH

During my Research work some problems were arise. Those

limitations of the study shown below:

Time factor is the limitation of the survey and the data collected

from the customer may be less reliable due to time factor.

The customers may be unfair in some of the questions.


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Survey is limited to Ahmedabad City only. In addition, the

sample size of 100 may not truly represent whole Population.

An underlying assumption for entire project is that the details

and feedback received from population are true.

Some of the respondents were not ready to fill the

questionnaire and some of them not ready to come out openly.

Due to confidentiality of certain information, not all details could

be obtained from the company.


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.

Were you aware of the company or any one referredyou when you firstly approached to the company?

Response No. of Responses Percentage


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Aware with company 78 78%

Someone referred 22 22%

Total 100 100%

0

10

20

30

40

50

60

70

80

1

Serie

Serie

INTERPRETATION:

From above research data I can conclude that most of the customers

were aware with the MMFSL. But some remaining customers were

not aware with the MMFSL. The only reason for that is, they never

use any services of MMFSL in their past.

Purpose of your visit to MMFSL office:


Loan for CV 88 88%


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Loan for CE 12 12%

Total 100 100%

INTERPRETATION:

From above research data I can conclude that in company most of

the customers came for CV loans and few customers came for CE

loans because Mahindra & Mahindra entered the Construction

Equipment industry in February 2011 with the launch of the Mahindra

Earth Master Backhoe Loader. So many customers were not aware

with that.

SEC-A: - ABOUT STAFF

Was the staff courteous and friendly?


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Yes 98 98%

No 2 2%

Total 100 100%

INTERPRETATION:

Most of the Customers agree with that the staff of MMFSL is

Courteous and Friendly and also very helpful and encouraging. They

always ready to solve Customers problems. But very little Customers

did not agree with that because of their bad experence with staff

members of MMFSL.

Was the MMFSL staff well advanced?


Yes 97 97%


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NO 9 9%

Total 100 100%

INTERPRETATION:

Most of the Customers were satisfied by their resolved query.

Because the staff approach was positive and they were are always

ready to solve Customers problems. The Staff members listen

customers queries and then trying to solve it carefully. But some

customers were not agreeing with that.

You Communicated with the staff through:


Phone 78 78%

Reference 17 17%


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Email 5 5%

Other 0 0%

Total 100 100%

INTERPRETATION:

Most of the Customers came to know about the company through the

phone. The another 17% Customers came to know about the

Company from their responses. And the remaining 5% Customers

came to know about the Company through E-mail. So I conclude that

most of the Customers used Phone for Communication through staff.

SEC-B: - ABOUT MMFSL OFFICE

How quick did the company responded?


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With in same day 0 0%

With in 2 days 93 93%

Long delay 7 7%

Total 100 100%

CONCLUSION:

As per the Company Policy of considering Customers as king. It

responded to Customers problems very fast and tried to solve it in

minimum time. It can be conclude from the above research data that

company solved most of the problems with in 2 days.

Were all your queries solved completely /

satisfactorily?



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Yes 81 81%

No 19 19%

Total 100 100%

INTERPRETATION:

As shown above Company tries its best to solve Customers query.

But because of some Technical or Personal reasons few problems

can not be solved. Most of the Customers are satisfied queries were

resolved completely. But some Customers were not satisfied.

Through telephone you spoke to our branch:


Did you get through

easily within 2-3 rings

41 41%


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Yes 81 81%

No 19 19%

Total 100 100%

INTERPRETATION:

From research I can conclude that companys Loan schems are veryattractive. And therefore many Customers are very happy and

satisfied. But because of some personal reasons or any other

reasons of Customers and high expectations of customers company

could not satisfied them.

Have you faced any problems in finance process?



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Yes 13 13%

No 87 87%

Total 100 100%

INTERPRETATION:

As per the companys positive approach Customers did not face any

problems in their finance process. so most of the customers agree

with that they did not face any problem in finance process. But some

times because of some personal and natural reasons or problems

customers finance process is delayed.

Recently are you planning to take loan from MMFSL ?



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Yes 6 6%

No 94 94%

Total 100 100%

INTERPRETATION:

Most of the customers said that they are not planning to take loan

recently. Most of the people had already taken loan and were not

need of it. And very few customers are planning to take loan from

company recently.

In future you want to take loan from MMFSL:



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Excellent 13 13%

Good 76 76%

Average 9 9%

Poor 2 2%

Total 100 100%

INTERPRETATION:

13% of people were very happy with companys finance process and

services. So their Experience was excellent. 76% of customers

Experience were good. Therefore they were happy. 9% of customers

experience was good. And remaining 2% customers feels their

Experience was poor. According to you our services are similar to:



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Better then others 74 74%

Similar to other

companies

26 26%

Total 100 100%

INTERPRETATION:

Most of the 74% Customers find MMFSL services are really better

than others. But some customers 26% found it to be similar to others

and they thinks there is nothing new in MMFSL services.


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6.1- SUMMARY (FINDINGS) FROM

RESEARCH STUDY

Most of the customers were aware with the name of MMFSL

and its services.

Most of the customers came for CV loans in the company and

few customers came for CE loans because Mahindra &

Mahindra entered the Construction Equipment industry inFebruary 2011 with the launch of the Mahindra Earth Master

Backhoe Loader.

The staff of MMFSL is Courteous and Friendly and also very

helpful and encouraging. They always ready to solve

Customers problems.

The staff of MMFSL is well informed. And they are well aware

with the financial Loan schemes and another projects been

taken by MMFSL.

The staff approach was positive and they were are always

ready to solve Customers problems. The Staff members listencustomers queries and then trying to solve it carefully.

The staff of the Company responded to the telephone call with

in 2-3 rings.


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Companys Loan schems are very attractive. And therefore

many Customers are very happy and satisfied.

As per the companys positive approach Customers did notface any problems in their finance process. The company

solved most of the financial process and problems with in 2

days.


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6.2- CONCLUSION / SUGGESTION

The opportunity to work with the company given by the companyofficials was very helpful to me. I got to meet many players in the

distribution field and discussed business with them, which helped me

to improve my communication as well as marketing skills.

Apart from this I was able to understand the real scenario of the

market and how things really work in the market. This made me taste

the real flavors of working environment, work pressures, target

achievements and other necessary skills required to be a good

marketing manager.

In suggestion from my point of view, company should aware with

these points.

The company must decrease the prices related to the loan

schemes.

As most of the customers, prefer fast process in financial

matters. So in my view company should adopt it.


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7.1- BIBLIOGRAPHY


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BOOKS REFERS:

MARKETING MANAGEMENT - PHILIP KOTLER

RESEARCH METHODOLOGY

- DIPAK BHATTACHARYA

MANUALS OF COMPANY

REPORTS OF COMPANY

SEARCH ENGINE:

www.google.com

ANOTHER REFERENCE WEBSITES:

www.gov.org

www.mahindrafinance.com

www.mahindraimages.com


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http://www.google.com/http://www.gov.org/http://www.mahindrafinance.com/http://www.mahindraimages.com/http://www.google.com/http://www.gov.org/http://www.mahindrafinance.com/http://www.mahindraimages.com/


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7.2- ANNEXURE

Dear Customer,

Your valuable feedback will help us to deliver quality service to you.

Kindly spare a few moments of your time to help us serve you better.

PERSONAL DETAILS:

Customer Name:-

Address:-

City:-

Occupation:-

Marital status:-

Age:-

Pin Code:-

Phone:-

E-mail:-


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FEEDBACK QUESTIONS:

1) When you first time came in company, were you aware of the

company or any one referred you?

2) Purpose of your visit to MMFSL office was..?

Loan for CV ( ) Loan for CE ( )

3) Are you an existing customer of the MMFSL?

Yes ( ) No ( )

SEC-A: - ABOUT STAFF

4) Was the staff courteous and friendly?

Yes ( ) No ( )

5) Was the staff well informed?

Yes ( ) No ( )

6) Was your query resolved to your satisfaction?

Yes ( ) No ( )


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7) You communicated with staff through:

Letter / E-Mail / Fax / Phone /Any reference

SEC-B: - ABOUT MMFSL OFFICE

8) How quick Companys response was?

With in same day ( )

With in 2 days ( )Long delay ( )

9) Were all your queries resolved completely / satisfactorily?

Yes ( ) No ( )

10) Through telephone you spoke to our Branch, then:

Did you get through easily within 2-3 rings ( )

Got through after 4-6 rings ( )

Got through after 7-10 rings ( )

Found the lines continuously busy ( )

SEC-C: - OVERALL EXPERENCE

11) After you got the loan, whats your experience?


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19) According to you, our services are Similar to:

Better then others ( ) Similar to other companies ( )

20) What would you like us to do to serve you better?

(In 30 to 50 words)

copy of satisfaction survey of cv

Documents