A project report on  gap analysis of service delivered to sundaram finance ltd
Upcoming SlideShare
Loading in...5
×
 

A project report on gap analysis of service delivered to sundaram finance ltd

on

  • 1,001 views

A project report on gap analysis of service delivered to sundaram finance ltd

A project report on gap analysis of service delivered to sundaram finance ltd

Statistics

Views

Total Views
1,001
Views on SlideShare
1,001
Embed Views
0

Actions

Likes
0
Downloads
31
Comments
0

0 Embeds 0

No embeds

Accessibility

Categories

Upload Details

Uploaded via as Microsoft Word

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

A project report on  gap analysis of service delivered to sundaram finance ltd A project report on gap analysis of service delivered to sundaram finance ltd Document Transcript

  • Gap Analysis of service delivered to Sundaram Finance LtdEXECUTIVE SUMMARY Babasabpatilfreepptmba.com 1
  • Gap Analysis of service delivered to Sundaram Finance LtdExecutive SummarySundaram Finance Ltd incorporated in 1954 has grown today into one of the most trustedfinancial services groups in India.Today, the activities of the group span savings products like Deposits and Mutual Funds, Car andCommercial Vehicle Finance, Insurance, Home Loans, Software Solutions, Business ProcessOutsourcing, Tyre Finance, Fleet Cards and Logistics Services.The Company was incorporated in 1954, with the object of financing the purchase of commercialvehicles and passenger cars.The company was started with a paid-up capital of Rs.2.00 Lakhs and later went public in 1972.The Companys shares were listed in the Madras Stock Exchange in 1972 and in the NationalStock Exchange in January 1998.About Sundaram Finance Fleet Card:Sundaram Finance (SF) has tied up with Bharat Petroleum Corporation Ltd. (BPC) & Indian OilCorporation Ltd. (IOC) for extending credit facility to the fleet customers, through co-brandedfleet cards. The FLEET CARD credit program was launched on 01.oct.2004. Under thisarrangement, BPC & IOC would be the issuers of SmartFleet & XTRAPOWER fleet cards. Thesefleet cards are based on smart card technology.SF would extend credit facility on these cards, for the restricted use of purchasing auto fuel &lubes, at designated retail outlets of IOC & BPC. These retail outlets would be based mainly on thehighways & major roads where diesel sales are high, apart from key city centric locations cateringto corporates.Product features:In the Fleet Card program, the customer will receive a Fleet Card for every vehicle he has enrolledfor. This Fleet Card stores the card no., membership number, vehicle information and PIN(Personal Identification Number). The Fleet Card is also an electronic purse, which enables the Babasabpatilfreepptmba.com 2
  • Gap Analysis of service delivered to Sundaram Finance Ltdcustomer to preload cash into it by paying in a Fleet Card outlet. At the time of filling, thecustomer has to opt for the Credit. However, the customer can also pay at any SF branch theadvance money & use it against his credit pouch - either to save on his interest or to avoid paymentat an outletSubsequently, the equity shares of the Company have been delisted from Madras Stock ExchangeLimited (MSE) with effect from January 27, 2004, in accordance with SEBI (Delisting ofSecurities) Guidelines, 2003, for voluntary delistingThe project titled “Gap Analysis in terms of service delivered to Sundaram Finance Ltd,Customers” is an attempt to analysis the service delivered to fleet card customers by SundaramFinance Ltd. As project deals with the study to know about what consumer expects from companyand how best company can fulfills the desire of a customer. The main aim of the project is toanalysis the consumer expectation, service offered by Sundaram Finance Ltd, even to know aboutthe satisfaction level of customer by using the Sundaram Finance Fleet Card.Area of study was limited to Hubli city. The methodology adopted includes descriptive research;the data was collected through primary method of data selection where in Questionnaire methodswith personal interviews and the results collimated according to the nature of question asked. Babasabpatilfreepptmba.com 3
  • Gap Analysis of service delivered to Sundaram Finance LtdOBJECTIVES:RESEARCH OBJECTIVESMAIN OBJECTIVE:Gap Analysis in terms of service delivered to Sundaram Finance Ltd, Fleet card customers.SUB-OBJECTIVES1) Study to know about the consumer expectations towards Sundaram Finance Fleet card.2) Study to know about the performance of Sundaram Finance fleet card3) Analysis of petrol outlet provides better service to fleet card customers.METHDOLOGYAbout Pilot Survey Questionnaire: The pilot survey questionnaire was designed under theguidance of Institute guide Prof. Naresh D and the Company guide Mr. Ramesh Bhatt. Thequestionnaire was designed keeping in mind that it should be short ( as the respondents do not havetime) and in same time it was designed to cater all the needs to serve purpose of the survey. Thequestionnaire was designed in funnel shape format i.e. starting with general questions and thengetting narrower to get to that point. It was designed in such a way that it also includes sectionslike Awareness, Customer expectations, Service delivered by company, satisfaction level aboutpetrol outlets. The questionnaire also had some briefs, which were uncomfortable for therespondents to answer like how much kilometer their vehicles runs per month. In the end it alsohas one open ended suggestion question. The pilot questionnaire served the purpose and helped inachieving the purpose of the survey. Babasabpatilfreepptmba.com 4
  • Gap Analysis of service delivered to Sundaram Finance LtdAbout the Pilot Survey:This survey was conducted in Hubli city. Study mainly concerned about Service Gap i.e. matchingand analyzing the service delivered by Sundaram Finance to their customers. I need to approachthem and collect the required data for Pilot study. The survey went in a very smooth way, as therespondents were very patient and interacted well. I even spoke to the respondents to study whattheir views were regarding the product, which they could not express it in the questionnaire. Alltogether the pilot survey was very successful and helped in getting the needful information forwhich the survey was carried out.SAMPLING METHODSIn the present research study, Non-Probability, Judgment sampling method techniques wereadopted. Individual sampling unit is taken for the Sampling methodMAJOR FINDINGS 1) 96.7% of the people were aware about Fleet card. 2) 70% of the people were using Fleet card. 3) 85.7% of the people were subscribed for Sundaram Finance Fleet Card. 4) 61.9% of the customers go for Sundaram Finance Fleet card because of feature like Cash less transaction. 5) 80% of the people were aware of Sundaram Finance Fleet card. 6) 67% of customers opted for Smart fleet card, followed by Extra Power (33%). 7) 94% of the customers were satisfied with the credit limit charged by Sundaram Finance ltd. 8) 73.7% of the people found that Fleet card operation was easy. 9) 83% of the customers were satisfied with the acceptability of the fleet card in IOC and BPCL. 10) 63% of people were aware about fleet card and through company executive they have come to know about Fleet Card. Babasabpatilfreepptmba.com 5
  • Gap Analysis of service delivered to Sundaram Finance LtdRECOMMENDATIONS 1. Most of the people were well worse with Fleet card but it is not in case of usage so company has to concentrate on how best they can assure people for using Fleet card. 2. As we found 63% of the customers they had come to know about fleet card through company executive so better to increase the Advertisement campaign in various petrol outlets. 3. Company needs to use other channels for Effective Advertisement. 4. As it is booming sector in India today ,company has to give importance about training part of fleet card like how to take proper use of fleet card 5. As it was found less number of customers have opted for Extra Power so it is better for company to give importance to increase the usage level of Extra Power fleet card through effective Advertisement. 6. Company has to conduct and need to inform their customers what are all different type of service they are providing to their customers.CONCLUSIONAs my study was to know and analyze the service provided by Sundaram Finance Ltd, to their fleetcard users. Most of them were aware of fleet card but as compare to it usage level is little less.Almost majority of the customers were satisfied with the credit limit provided by company,interest charged by company, about loyalty points and all. Even most of the consumers weresatisfied with the acceptability of fleet card in Indian Oil Cooperation and Bharath Petroleum CorpLtd. As majority of the customers are satisfied with the overall performance and they liked theservice provided by company and they even found that the application part of fleet care is quiteeasy. It will be a feasible for company to increase its advertisement and training regarding how touse and take benefit of fleet card. Babasabpatilfreepptmba.com 6
  • Gap Analysis of service delivered to Sundaram Finance Ltd CHAPTER I INTRODUCTION Babasabpatilfreepptmba.com 7
  • Gap Analysis of service delivered to Sundaram Finance LtdA) STATEMENT OF THE PROBLEMTo study and analyze the Gap in terms of service delivered to Sundaram Finance Ltd, to its fleetcard customers.B) CONCEPT UNDER THE STUDYAbout Gap Analysis in Service Industry:Gap AnalysisGap Analysis A marketing technique used to identify gaps in market or product coverage. In gap analysis, consumer information or requirements are tabulated and matched to product categories in order to identify product or service opportunities or gaps in product planning.Gap Analysis A method of improving a companys financial performance by reducing the gap between current results and long-term objectivesCustomer Gap: • The central focus of the gaps model is the customer gap, the difference between customer expectations and perceptions. • Expectations are the reference point’s customers have coming in to a service experience; perceptions reflect the service as actually received. • The idea is that firms will want to close this gap- between what is expected and what is received- to satisfy their customers and build long term relationships with them. To close this all important customer gap, the model suggests that four other gaps-need to be closed. Babasabpatilfreepptmba.com 8
  • Gap Analysis of service delivered to Sundaram Finance LtdProvider Gap: • The provider gaps are the underlying causes behind the customer gap: • Gap1: Not knowing what customers expect. • Gap2: Not selecting the right service designs and standards. • Gap3: Not delivering to service standards. • Gap4: Not matching performance to promises.C) BENEFITS OF CONCEPT  Perception of the customer regarding fleet card service.  To get the strong features of the company brand and the competitor brand.  Makes the company aware of the shortcomings of its brand when compared to its competitors and work on it.  It will help company to know the customers expectations.  What place the brand occupy in customers mind.  The strategies that the companies adopt to attract the customerTHE PROJECT IS ALSO USEFUL TO THE CUSTOMERS:  Consumer will get better service in future.  Consumer will come to know about Fleet card concept.  Mainly he will be aware of Sundaram Finance Ltd. Babasabpatilfreepptmba.com 9
  • Gap Analysis of service delivered to Sundaram Finance LtdD) REASON FOR STUDYING THE CONCEPTThis project was an ultimate experience to me in the marketing stream. Though this project wasable to get lot of inputs and it was a great learning experience for me. I was able to learn a lot ofthings and co-relate them to theory with the practice on the field. Following were some of theutilities to me from the project:  It helped me understand how the Service companies use various marketing strategies to attract the Fleet card customers.  Overall view about service industry.  It helped me in getting practical exposure in the field of study.  It helped me to come to know about what do you mean by Gap and how we need to relate that into practically.  It helped me to compare with competitors of fleet card providers on various parameters like price, service, flexibility and many more. Babasabpatilfreepptmba.com 10
  • Gap Analysis of service delivered to Sundaram Finance Ltd CHAPTER II METHODOLOGY Babasabpatilfreepptmba.com 11
  • Gap Analysis of service delivered to Sundaram Finance LtdA) RESEARCH DESIGNIt is the specification of the methods and products for .acquiring the informationneeded. It is the overall operational pattern or framework of the project thatStipulated what information is to be collected from which sources and whatProcedures.Companies define and redefine problems, formulating hypothesis for suggestedSolutions, collecting, organizing, evaluating data making decisions and reachingconclusions to determine whether they fit formulating hypothesis.Research methods are classified as Casual, Descriptive and Exploratory.Casual ResearchThis type of research investigates the cause and effect relationship between twoOr more variables.Descriptive ResearchIt is done to know the proportion of people in a given population who haveBehaved in a particular way but for the present study, Descriptive research was done and has beenfollowed. The questionnaire was used to know the awareness of DDCExploratory ResearchIt is used when rates in the business have been declining for the past fewMonths and costs are rising. ButB) RESEARCH OBJECTIVESMain ObjectiveGap Analysis in terms of service delivered to Sundaram Finance Ltd, Fleet card customers. Babasabpatilfreepptmba.com 12
  • Gap Analysis of service delivered to Sundaram Finance LtdSUB-OBJECTIVES1) Study to know about the consumer expectations towards Sundaram Finance Fleet card.2) Study to know about the performance of Sundaram Finance fleet card3) Analysis of petrol outlet provides better service to fleet card customers.METHODOLOGYA) GEOGROPHICAL AREAFor the purpose of collecting primary data research need to visit/ interact with customer who ownsthe Fleet card with the help of questionnaire has been gathered from 30 Respondents of Hubli.B) ABOUT THE COMPANY CHOSEN FOR THE STUDYSundaram Finance Ltd. - An Overview • Sundaram Finance (SF) has tied up with Bharat Petroleum Corporation Ltd. (BPC) & Indian Oil Corporation Ltd. (IOC) for extending credit facility to the fleet customers, through co-branded fleet cards. • The FLEET CARD credit program was launched on 01.oct.2004. Under this arrangement, BPC & IOC would be the issuers of Smart Fleet & XTRAPOWER fleet cards. These fleet cards are based on smart card technology. • SF would extend credit facility on these cards, for the restricted use of purchasing auto fuel & lubes, at designated retail outlets of IOC & BPC. • These retail outlets would be based mainly on the highways & major roads where diesel sales are high, apart from key city centric locations catering to corporate. Babasabpatilfreepptmba.com 13
  • Gap Analysis of service delivered to Sundaram Finance LtdC) SAMPLING POPULATION30 samples are taken for the study that fulfills the research objective.D) DATA COLLECTIONData are facts, figures and other relevant materials, past and present, serving as bases for study andanalysis. The data serves as the basis for analysis without an analysis of factual data no specificinferences can be drawn on the questions under study. Inferences based on imagination orguesswork cannot provide correct answers to research questions, the relevance, adequacy andreliability of data determine the quality of the findings of a study.For the purpose of present study, data from two sources have been collected namely primary andsecondary data.Primary DataPrimary data are the data that are collected to help solve a problem or taken advantage of anopportunity on which a decision is pending. The main method of collecting primary data is surveymethod there are different types of survey technique for example personal interview, mail survey,Internet survey and telephone survey.Primary data is first hand information that has been collected by the researcher from therespondents of Belgaum district as well as Dharwad district through personal interview methodwith the help of questionnaire. Analysis, interpretation, summery of findings conclusion andrecommendations are completely based on primary data.Secondary DataSecondary data are data that were developed for some purpose other then helping to solve theproblem at hand. After identifying and defining the research problem and determining specificinformation required solving the problem, the researcher’s task is to look for the type and sourcesof data which may yield the desired results.Secondary data in this research references made by the researcher with other published sources.The present research will not be complete without complete references to the relevant secondarydata. Babasabpatilfreepptmba.com 14
  • Gap Analysis of service delivered to Sundaram Finance LtdMETHODOLOGYA) PERIOD OF STUDYThe study was undertaken for the duration of four months. Where in the plan for each week wasplanned well before only and accordingly the project work was carried out.B) UNIQUENESS OF STUDYThough smart card use in India still lags behind other Asian giants like China, the potential is greatsince a range of applications can be incorporated into a smart card. Unlike normal plastic creditcards, smart cards are embedded with a small microchip, which can be programmed to performspecific functions for the end-user. Smart cards can also store up to a thousand times more datathan other traditional media (like the magnetic strip) used on credit cards. What’s more, eachapplication can have its own logical space on the card, and can be read or written onto thousandsof times. It is not surprising therefore that smart cards have now begun to proliferate in almostevery sector.Market research firm Frost & Sullivan (F&S) puts the value of the smart card market in India at$5.1 billion, and a compounded annual growth rate of 39.8 percent. India’s fast-growing cellularmarket is a key driver of this usage as it alone accounts for over 95 percent of smart card usage byway of SIM cards in mobile phones. This potential would be much more if the same cards were tobe upgraded to support more applications.Another important milestone in the history of the smart card market in India was a projectsponsored by the Reserve Bank of India (RBI), and named SMARS (Smart Rupee System). Thepilot project aimed to make the IIT-Bombay campus a cashless one. Since IIT-Bombay is like aself contained unit, the project was seen as a kind of testbed to evaluate the potential of smartcards. The SMARS project was also significant as it involved many partners. IIT-Bombay and theInstitute of Development and Research in Banking Technology jointly coordinated the project.State Bank of India, Canara Bank and Citibank were the banking partners, while representativesfrom Aplab, Ascom, EximSoft, CMS Computers, Schlumberger, VeriFone, Gemplus, SGSThomson and HCL Deluxe were involved in providing the terminals, cards, software andsettlement systems. Unfortunately, even this venture slowly slipped off the radar screen. Babasabpatilfreepptmba.com 15
  • Gap Analysis of service delivered to Sundaram Finance LtdC) LIMITATIONS OF THE STUDYFollowing were the limitations encountered during the project tenure.  All the practical experience cannot be put on papers, but an attempt has been stick made.  The city was totally new to me, so it increased the time span for the survey.  The population of the city is very large and the sample size chosen may not represent the entire population.  The respondents’ views could be biased and ambiguous.  The research was conducted in Hubli between Dec 10, 2007 to April 19, 2008 and the findings are related to this particular area and time only.  Due to the busy schedule of respondents it was difficult to interact with them.  The given time span was very less to cover the topic of study.  My study was live project. . Babasabpatilfreepptmba.com 16
  • Gap Analysis of service delivered to Sundaram Finance LtdCHAPTER III LITERATURE SEARCH Babasabpatilfreepptmba.com 17
  • Gap Analysis of service delivered to Sundaram Finance LtdCorrelation:Concept: Many a times we come across problems or situations where two variables seem to move inthe same direction such as both are increasing or decreasing. At that time an increase in onevariable is accompanied by decrease in another variable. Such changes in variables suggest thatthere is a certain relationship between them. Correlation analysis is used as a statistical tool to ascertain the association between twovariables.Types of Correlation: 1. Positive and Negative 2. Linear and Non-Linear 3. Simple, Partial and Multiple. For the analysis of this project I have used positive and negative correlation analysis.Positive correlation indicates that both the variables move in the same direction. Negativecorrelation indicates that if there is an increase in one variable, the other variable declines.For gap analysis in wildlife conservation, see Gap analysis (conservation)In business and economics, gap analysis is a business resource assessment tool enabling acompany to compare its actual performance with its potential performance. At its core are twoquestions:Where are we?Where do we want to be?If a company or organization is under-utilizing resources it currently owns or is forgoinginvestment in capital or technology then it may be producing or performing at a level below itspotential. This concept is similar to the base case of being below ones production possibilitiesfrontier.This goal of the gap analysis is to identify the gap between the optimized allocation and integrationof the inputs and the current level of allocation. This helps provide the company with insight into Babasabpatilfreepptmba.com 18
  • Gap Analysis of service delivered to Sundaram Finance Ltdareas that have room for improvement. The gap analysis process involves determining,documenting and approving the variance between business requirements and current capabilities.Gap analysis naturally flows from benchmarking and other assessments. Once the generalexpectation of performance in the industry is understood it is possible to compare that expectationwith the level of performance at which the company currently functions. This comparison becomesthe gap analysis. Such analysis can be performed at the strategic or operational level of anorganization.Gap analysis is a formal study of what a business is doing currently and where it wants to go inthe future. It can be conducted, in different perspectives, as follows:1. Organization (e.g., human resources)2. Business direction3. Business processes4. Information technologyGap analysis provides a foundation for measuring investment of time, money and human resourcesrequired to achieve a particular outcome (e.g. to turn the salary payment process from paper basedto paperless with the use of a system).Note that GAP analysis has also been used as a means for classification of how well a product orsolution meets a targeted need or set of requirements. In this case, GAP can be used as a rankingof Good, Average or Poor. This terminology does appear in the PRINCE2 project managementpublication from the OGC.Contents.• 1 Gap analysis and new productso 1.1 Usage gapo 1.2 Market potentialo 1.3 Existing usageo 1.4 Product gapo 1.5 Competitive gap• 2 Market gap analysisGap analysis and new products Babasabpatilfreepptmba.com 19
  • Gap Analysis of service delivered to Sundaram Finance LtdThe need for new products or additions to existing lines may have emerged from the portfolioanalyses, in particular from the use of the Boston Growth-share matrix or the need will haveemerged from the regular process of following trends in the requirements of consumers. At somepoint a gap will have emerged between what the existing products offer the consumer and what theconsumer demands. That gap has to be filled if the organization is to survive and grow.To identify the gap in the market, the technique of gap analysis can be used. Thus an examinationof what profits are forecast to be for the organization as a whole compared with where theorganization (in particular its shareholders) wants those profits to be represents what is called theplanning gap: this shows what is needed of new activities in general and of new products inparticular.The planning gap may be divided into four main elements:Usage gapThis is the gap between the total potential for the market and the actual current usage by all theconsumers in the market. Clearly two figures are needed for this calculation:• market potential• existing usageMarket potentialThe most difficult estimate to make is that of the total potential available to the whole market,including all segments covered by all competitive brands. It is often achieved by determining themaximum potential individual usage, and extrapolating this by the maximum number of potentialconsumers. This is inevitably a judgment rather than a scientific extrapolation, but some of themacro-forecasting techniques may assist in making this estimate more soundly based.The maximum number of consumers available will usually be determined by market research, butit may sometimes be calculated from demographic data or government statistics. Ultimately therewill, of course, be limitations on the number of consumers. For guidance one can look to thenumbers using similar products. Alternatively, one can look to what has happened in othercountries. It is often suggested that Europe follows patterns set in the USA, but after a time-lag ofa decade or so. The increased affluence of all the major Western economies means that such a lagcan now be much shorter. Babasabpatilfreepptmba.com 20
  • Gap Analysis of service delivered to Sundaram Finance LtdThe maximum potential individual usage, or at least the maximum attainable average usage (therewill always be a spread of usage across a range of customers), will usually be determined frommarket research figures. It is important, however, to consider what lies behind such usage.Existing usageThe existing usage by consumers makes up the total current market, from which market shares, forexample, are calculated. It is usually derived from marketing research, most accurately from panelresearch such as that undertaken by A.C. Nielsen but also from ad hoc work. Sometimes it may beavailable from figures collected by government departments or industry bodies; however, these areoften based on categories which may make sense in bureaucratic terms but are less helpful inmarketing terms.The usage gap is thus:usage gap = market potential – existing usageThis is an important calculation to make. Many, if not most marketers, accept the existing marketsize, suitably projected over the timescales of their forecasts, as the boundary for their expansionplans. Although this is often the most realistic assumption, it may sometimes impose anunnecessary limitation on their horizons. The original market for video-recorders was limited tothe professional users who could afford the high prices involved. It was only after some time thatthe technology was extended to the mass market.In the public sector, where the service providers usually enjoy a `monopoly, the usage gap willprobably be the most important factor in the development of the activities. But persuading more`consumers to take up family benefits, for example, will probably be more important to therelevant government department than opening more local offices.The usage gap is most important for the brand leaders. If any of these has a significant share of thewhole market, say in excess of 30 per cent, it may become worthwhile for the firm to invest inexpanding the total market. The same option is not generally open to the minor players, althoughthey may still be able to target profitably specific offerings as market extensions.All other `gaps relate to the difference between the organizations existing sales (its market share)and the total sales of the market as a whole. This difference is the share held by competitors. These`gaps will, therefore, relate to competitive activity. Babasabpatilfreepptmba.com 21
  • Gap Analysis of service delivered to Sundaram Finance LtdProduct gapThe product gap, which could also be described as the segment or positioning gap, represents thatpart of the market from which the individual organization is excluded because of product orservice characteristics. This may have come about because the market has been segmented and theorganization does not have offerings in some segments, or it may be because the positioning of itsoffering effectively excludes it from certain groups of potential consumers, because there arecompetitive offerings much better placed in relation to these groups.This segmentation may well be the result of deliberate policy. Segmentation and positioning arevery powerful marketing techniques; but the trade-off, to be set against the improved focus, is thatsome parts of the market may effectively be put beyond reach. On the other hand, it mayfrequently be by default; the organization has not thought about its positioning, and has simply letits offerings drift to where they now are.The product gap is probably the main element of the planning gap in which the organization canhave a productive input; hence the emphasis on the importance of correct positioning.Competitive gapWhat is left represents the gap resulting from the competitive performance. This competitive gap isthe share of business achieved among similar products, sold in the same market segment, and withsimilar distribution patterns - or at least, in any comparison, after such effects have beendiscounted. Needless to say, it is not a factor in the case of the monopoly provision of services bythe public sector.The competitive gap represents the effects of factors such as price and promotion, both theabsolute level and the effectiveness of its messages. It is what marketing is popularly supposed tobe about.Market gap analysisIn the type of analysis described above, gaps in the product range are looked for. Anotherperspective (essentially taking the `product gap to its logical conclusion) is to look for gaps in themarket (in a variation on `product positioning, and using the multidimensional `mapping), whichthe company could profitably address, regardless of where its current products stand.Many marketers would, indeed, question the worth of the theoretical gap analysis described earlier.Instead, they would immediately start proactively to pursue a search for a competitive advantage Babasabpatilfreepptmba.com 22
  • Gap Analysis of service delivered to Sundaram Finance LtdDefinitions matchingGap AnalysisGap Analysisa marketing technique used to identify gaps in market or product coverage. In gap analysis,consumer information or requirements are tabulated and matched to product categories in order toidentify product or service opportunities or gaps in product planning.Gap Analysisa method of improving a companys financial performance by reducing the gap between currentresults and long-term objectivesThe communication dynamics between healthcare providers and patients tend to follow a usualcourse. The patient has symptoms that he or she cannot explain and goes to the physician forassessment and diagnosis. If the diagnosis is for a treatable disease or condition, the patients reliefis apparent. The medical information about the condition is welcomed and treatmentrecommendations are actively sought because the physician is the expert in "treating" the problem.When the condition is overweight or obesity, the usual physician/patient relationship oftendisconnects. The healthcare community, which includes physicians, dietitians, and others, relies onestablished, science-based Clinical Guidelines to assess, diagnose, and treat excess weight.1In the case of overweight, the Guidelines provide an in-depth analysis of the evidence surroundingweight loss, including the amount of weight loss needed to achieve health benefits and the methodsthat have been demonstrated to effectively create lasting weight loss.Unlike other diagnoses, most overweight or obese adults are aware of their condition prior tomedical intervention. Through years of experience and exposure to consumer-directed information,they have developed a knowledge base and belief system about excess weight and its relatedtreatments. Babasabpatilfreepptmba.com 23
  • Gap Analysis of service delivered to Sundaram Finance LtdThere are large gaps between the Clinical Guidelines used by healthcare professionals to treatoverweight and the beliefs and perceived knowledge that are deeply embedded in their patients.Rarely are the gaps exposed or resolved through the course of the medical consultation, setting upan environment for miscommunication, distrust, frustration and disappointment.Definition of SuccessFor example, the medical definition of weight-loss "success" is a 10% reduction in body weight.For a patient who stands 65 inches tall and weighs 200 pounds that equates to a body weight of180 pounds. Conversely, it is not unusual for weight-loss "success" to be portrayed as theachievement of an ideal body weight (e.g., 130-140 pounds for the 65 inch patient). In a surveythat quantified this gap, the authors concluded that a majority of patients do not highly value a10% weight loss.2Similarly, there is a wealth of science that demonstrates that the method used to lose weight isimportant to maximize the health effects and increase the likelihood for sustaining the loss.3 Thisscience remains largely unknown to the general public.In an effort to shrink the gap between medical guidelines and consumer beliefs, Weight Watchershas co-authored a book with leading cardiologist, James M. Rippe, MD. Titled Weight Loss ThatLasts: Break Through the 10 Big Diet Myths, the book examines common beliefs surroundingweight loss and provides the evidence to put those beliefs into a context that is based in science.4Karen Miller-Kovach is Chief Scientific Officer & Vice President of Program Development forWeight Watchers International. She also chairs the Global Development Team, a group of weightmanagement experts that represent the four international development hubs of the corporation. Inaddition, Karen coordinates all clinical research initiatives sponsored by Weight WatchersInternational and the Weight Watchers Foundation.Go to the In the Spotlight archive to see more columns.Growth objectives - The needed and desired performance results to be reached by means outside the presentproducts and markets. Objectives are identified by a direct translation of business goals from thegrowth strategy. The growth objectives guide decision making so a firm can reduce the gapbetween the forecasts of profit contribution of present products and markets from the overallobjectives. Babasabpatilfreepptmba.com 24
  • Gap Analysis of service delivered to Sundaram Finance LtdGovt, service sector drive smart card growthIf you thought that flashing a plastic card was the privilege of only the educated urban elite, thinkagain. Smart cards have made inroads into the heart of rural India. And surprisingly, it is theCentre and the state governments that are taking the lead in bringing technology to the masses.Srikanth R P and Stanley Glancy tell us more about the status of smart card implementationsacross IndiaHow would you like to carry your driving licence, passport identification, insurance policies,health records, ration card information and other relevant documentation all on one card? Howwould you react if you were told that all your provident fund claims could be settled in a matter ofdays by just flashing a card? Want to change your address on your passport? Just use your card.Girish Rangan believes that EMV II compliance will drive the growth of the smart card segmentIf this sounds like a scenario from the US or Singapore, think again. For India too is witnessing thestart of a revolution—although on a smaller scale—in the area of smart cards. And unlike othersectors, it is the traditional laggard—the government—which is driving this growth.Look at some of the projects being undertaken using smart cards. The Employees Provident FundOrganisation (EPFO) plans to issue smart cards for its 2.6 crore subscribers; these cards can beaccessed through its 267 offices. The key advantage is that each member of the EPFO will be ableto access his account irrespective of the place he is currently employed. Settlement (which nowtakes ages) can be done in a matter of days. Two states, Gujarat and Madhya Pradesh (MP), havestarted adopting the concept of smart cards and are issuing smart card-based driving licences. Thesmart card can not only hold details about the driving licence but also store a variety of data like an Babasabpatilfreepptmba.com 25
  • Gap Analysis of service delivered to Sundaram Finance Ltdindividual’s signature, fingerprint and even his photograph. The traffic police would also be able toenter data about traffic violations in the smart card. Automobile owners benefit because they donot have to bother about carrying their ragged and torn paper licences wherever they travel.In Kerala, the state government is issuing smart card-based ration cards for monitoring thedistribution of supplies through the public distribution system. In a country that is ravaged bypilferage of resources at various points in the system, the use of smart cards can cut down on fraud.In a small village called Naila in the Jaipur district of Rajasthan, rural women are using smartcards to improve milk collection methods. The smart cards are used in recording the amount,quality and fat content of milk sold to milk distributors. The smart card includes a pictureidentification, and serves as a non-transferable bank book. This project has eliminated middlemenand increased profits.The use of smart cards can also bring down India’s high corruption levels. Says Pradeep Kumar,country director, ST MicroElectronics India, "Take the banking segment. We have lots ofcustomers in rural India who are not educated, and may be cheated by touts and corrupt officials.But with smart cards, all transactions are digitally recorded and tamperproof."Indian scenarioThough smart card use in India still lags behind other Asian giants like China, the potential is greatsince a range of applications can be incorporated into a smart card. Unlike normal plastic creditcards, smart cards are embedded with a small microchip, which can be programmed to performspecific functions for the end-user. Smart cards can also store up to a thousand times more datathan other traditional media (like the magnetic strip) used on credit cards. What’s more, eachapplication can have its own logical space on the card, and can be read or written onto thousandsof times. It is not surprising therefore that smart cards have now begun to proliferate in almostevery sector.Comments R D Grover, managing director, CMS, "The main advantage smart cards have for acountry like India is that unlike magnetic cards they are not dependent on an online infrastructure.Also, unlike magnetic cards, one can deploy multiple applications—like a ration card, passport,driving licence, access authorisation or registration certificate—on a single smart card."Additionally, the processing power of a smart card makes it ideal to mix and match multiplefunctions. For example, government benefit cards can be used to provide users access to otherbenefits such as healthcare clinics or job training programmes. Similarly, a college identification Babasabpatilfreepptmba.com 26
  • Gap Analysis of service delivered to Sundaram Finance Ltdcard can be used to pay for food, phone calls or even to access the Internet in the campus cybercafe.Market research firm Frost & Sullivan (F&S) puts the value of the smart card market in India at$5.1 billion, and a compounded annual growth rate of 39.8 percent. India’s fast-growing cellularmarket is a key driver of this usage as it alone accounts for over 95 percent of smart card usage byway of SIM cards in mobile phones. This potential would be much more if the same cards were tobe upgraded to support more applications.Says Girish Rangan, managing director, Venture Infotek Global, "Smart cards were introduced inIndia only 3-4 years ago, but since then the number have grown steadily. From approximately 30lakh in 2000, we have grown to about 68 lakh smart cards today." Adds Anil Gupta, managingdirector, BGS Smartcard Systems India, "The future is definitely bright for the smart card industryin India, with growth being driven by ID projects, driving licences and the financial servicesindustry. However, like any new technology, it will take some time before gaining massacceptance."Pramod Rao says that innovative applications like smart cards integrated with biometrictechnologies will drive smart card growthPioneering projectsApart from e-governance initiatives, there have been a couple of projects by organisations likeBPCL. The corporation launched a smart card known as the PetroCard, with a loyalty programmebranded PetroBonus. PetroCard is a loyalty card whereby customers get additional mileage pointsor ‘petromiles’ for using the card. The points are stored directly on the card, with loyaltystatements printed out with each transaction. The project has turned out to be a phenomenalsuccess, and now there are more than ten lakh customers using the card.Also much talked about is the BEST project in Mumbai where smart cards were proposed to beused on its public transport buses. The project began in August 1998, and the idea of smart cardswas mooted for solving the problem of issuing loose change, and for increasing overall efficiency.Explains Amit Phatak, industry analyst, IT practice, F&S, "About 51 percent of BEST’s totalexpenses are costs incurred due to salary. If the entire bus fleet was equipped to handle smartcards, there would be around 22-25 percent reduction in staff costs. The biggest advantage for Babasabpatilfreepptmba.com 27
  • Gap Analysis of service delivered to Sundaram Finance LtdBEST would be that all its passengers could have a smooth and hassle-free ride." It was asignificant moment for the smart card industry, since it was for the first time in India that a masstransport organisation had decided to go in for smart cards. The project was well-received, andover 6,000 smart cards were issued in about four months. Going by the initial reaction, BESTofficials were optimistic that the entire fleet would be equipped for validating smart cards. Theconcept was good as it not only allowed bus conductors to be less burdened with cash handling andticket issuing, but also addressed issues like coin shortages, counting cash and daily accounting.Since all transactions were recorded on a memory pack in the smart card validator, the data couldbe used in different ways, from identifying non-profitable routes to maintaining punctuality.Though BEST did not face any technical glitches, the project failed to take off as BEST did nothave the required funds (close toRs 60 crore) for installing the smart card validating equipment on all its buses. If this pilot projecthad taken off, the use of smart cards would have risen to a new level in the country."Another important milestone in the history of the smart card market in India was a projectsponsored by the Reserve Bank of India (RBI), and named SMARS (Smart Rupee System). Thepilot project aimed to make the IIT-Bombay campus a cashless one. Since IIT-Bombay is like aself contained unit, the project was seen as a kind of testbed to evaluate the potential of smartcards. The SMARS project was also significant as it involved many partners. IIT-Bombay and theInstitute of Development and Research in Banking Technology jointly coordinated the project.State Bank of India, Canara Bank and Citibank were the banking partners, while representativesfrom Aplab, Ascom, EximSoft, CMS Computers, Schlumberger, VeriFone, Gemplus, SGSThomson and HCL Deluxe were involved in providing the terminals, cards, software andsettlement systems. Unfortunately, even this venture slowly slipped off the radar screen.Recalls P NKaranth, director of marketing at EximSoft, "Residents and merchants around thecampus participated, and the aim was to develop common technical infrastructure to promoteinteroperability of competing card schemes and find ways to encourage wider acceptability for thissophisticated retail payment mode. By May 1999, final specifications of the smart card system’sinterface standards for payment system applications were submitted to the RBI for adoption at thenational level. However, due to various technical reasons, RBI could not make use of thespecifications, and the struggle is still on in another form for the acceptance of smart card e-cash Babasabpatilfreepptmba.com 28
  • Gap Analysis of service delivered to Sundaram Finance Ltdtransactions in India." A great project thus remained a pilot project, and today no player is too sureabout its status.But despite the small number of failures, smart card players are optimistic about the few successfulprojects which could inspire others. Take the example of MP, which launched a project for issuingdriving licences and vehicle registration certificates based on smart cards. MP currently has around30 lakh driving licences and registration certificates for commercial and non-commercial vehicles.Every year about 1,84,000 new driving licences and 2,50,000 registration certificates are issuedmanually. Think of the potential if all these licences are digitised; it would lead to a paperlessadministration, less corruption, and would be easy to monitor. The terms of the agreement signedbetween the vendor and the government is also a case study for future government projects. SinceSmart Chip (the vendor implementing the project) invests money in the technology, thegovernment does not incur any additional expenditure for issuing smart card-based licences andcertificates. Smart Chip recovers its cost as it gets a pre-determined rate per licence/certificateissued. This could be the way forward for cash-strapped stategovernments.Agrees Vinay Sawarkar, executive director-eSolutions, Rolta India, "The government has beenacting as a catalyst for various applications like driving licenses, national ID card, ration card, etc.Various state governments have been introducing smart card-based projects on a build, own,operate and transfer (BOOT) basis wherein complete investment is done upfront by theparticipating vendors. Once the deployment is successful in a few states, other states will followsuit."Authentication & identificationCompared to traditional magnetic strip cards, smart cards offer enhanced security as they canincorporate encryption and authentication technologies. For example, smart cards can be combinedwith biometric authentication methods to control fraud and misuse. Says Pramod Rao of ZicomSecure, a specialist firm in the area of security, "One of the most recent innovative uses of smartcards integrated with biometric technologies has been in jails. We designed an application toensure that the actual criminal is present in the jail, and not an impersonator. With smart card andbiometric integration, all prisoners have to enrol themselves in the morning and evening to ensurethat the prisoners are physically present." Babasabpatilfreepptmba.com 29
  • Gap Analysis of service delivered to Sundaram Finance LtdP N Karanth feels that for a developing country like India it is imperative to stop the pilferage ofresources at various nodes in distribution channels, which can be ensured by using smart cardsAnother notable achievement in the field of secure smart cards has been implemented by SiemensInformation Systems (SISL). Currently there is a shortage of cards which incorporate more thanone biometric feature, since the task of packing more applications (like, say, facial recognition) isextremely difficult. But SISL has worked around this impediment with the introduction of theIntelligent Digital Passport (IDP). The technology allows three levels of biometrics to beincorporated on the card to provide maximum security—fingerprint identification, facialrecognition and voice recognition. What’s significant is that the company has managed tocompress all these features into data of just 6 KB in size, and which can be incorporated on a 32KB chip, leaving enough space for other applications.The Indian government now plans to issue multi-purpose identity smart cards to about 29 lakhpeople in selected areas of 13 border and coastal states by next year as part of an exercise tostrengthen security. A smart card incorporating biometrics and a photograph would serve as proofof identity, and also would be tamperproof. This can go a long way in reducing terrorism-relatedactivities.Explains Karanth of EximSoft, "We think that this project is of vital importance to nationalsecurity. With India’s long and porous border, and with a lot of unwanted elements moving freelyacross this border, monitoring the area is a tough task. Additionally, verifying the authenticity ofID papers can be time-consuming. Smart cards can definitely ease the situation, and are a step inthe right direction." On the same lines, the Indian government is also thinking of a smart card-based national identification card for detecting illegal immigrants. If implemented, this projectwould create mega opportunities for Indian smart card players.ChallengesWhile there are numerous instances in India where smart card projects were visualised, most ofthem didn’t progress beyond the pilot stage. The ability of various service providers and thegovernment to convert vision into reality will be a pointer to the evolution of the smart card marketin India. Additionally, there is a lack of standardisation across the Indian smart card industry,which is a hurdle to growth; smart card applications in different states may be incompatible if theyare built using different standards. Babasabpatilfreepptmba.com 30
  • Gap Analysis of service delivered to Sundaram Finance LtdFortunately, the government quickly realised this could be a potential stumbling block, so itspecified a standard for operating system specifications for transport applications in India. Thesystem is called the Smart Card Operating System for Transport Applications (SCOSTA). ExplainsGrover of CMS, "SCOSTA is an important step in the right direction, and can help solveinteroperability problems before they arise. All driving licences issued in the country will have toadhere to this standard. Once SCOSTA is implemented, it will be much easier for different statesto implement projects and applications since the operating system is going to be the same acrossthe country."FutureWith global financial institutions pushing for migrating their credit card and debit card transactionstowards smart card-based transactions, the future of smart cards does seem bright. Says Rangan ofVenture Infotek, "From year 2005 onwards, as per EMV II compliance (Europay, Mastercard,Visa), all new credit/debit cards will be issued only on chip (instead of magnetic strip) which willdrive huge growth in this segment. Security concerns in financial transactions will also force banksto opt for smart cards sooner or later."Also, India’s fast-growing cellular base will be another big contributor to this growth. If thegovernment’s plan to set up a national ID system takes off, the growth of smart cards will bephenomenally high. Also, the emergence of contactless smart cards could be a key driver for smartcard usage—the next time you drive on the Mumbai-Pune Expressway, a smart card reader at thetoll bridge could just debit the toll from the smart card fixed on your car as you drive past thebridge.Whichever way you look at it, the future of smart cards in India looks very bright.Smart card market: Percent of unit shipment by application (India), 2001-05Year Telecom % Banking & Retail(%) Transport (%) Healthcare % Government % Others %2001 68.9 16.5 0.55 0.03 13.7 0.322002 66.5 17.9 0.53 0.03 14.7 0.342003 64 19.4 0.57 0.04 15.6 0.392004 62.5 20.7 0.57 0.04 15.8 0.392005 59.6 23.7 0.72 0.05 15.5 0.43 Babasabpatilfreepptmba.com 31
  • Gap Analysis of service delivered to Sundaram Finance LtdNote: All figures are rounded; the base year is 2001Source: Frost & SullivanNotable smart card projects1. PetroCard issued by BPCL.2. The Employees Provident Fund Organisation (EPFO) and Siemens’ joint venture project tooffer smart card facilities to EPFO’s 2.6 crore subscribers.3. Initiatives by state governments like Gujarat and Madhya Pradesh to issue smart card-baseddriving licences.4. Rajasthan milk card project—the world’s first milk collection system based on smart cardtechnology, and run exclusively by women.5. The RBI-sponsored SMARS project, which involved the issuing of smart cards to thestudents and staff in the IIT Bombay campus.6. The BEST project to solve the problem of loose change, ensure better administration, andincrease efficiency. This project was significant as it was the first time that a mass transportorganisation in India decided to go in for smart cards.7. The Kerala ration card project to monitor the distribution of supplies through the publicdistribution system. The project has helped in cutting down pilferage of resources at various pointsin the system.Why India is a hot spot for smart cards• Asia-Pacific accounts for approximately 30 percent of worldwide smart card sales, and isthe second-largest market after Europe. India is said to be the next big market after China andJapan for smart card growth.• In addition to various e-governance projects, smart card-based projects like the national IDcard, driving licence and vehicle registration will drive the use of smart cards in India.• Frost & Sullivan puts the value of the smart cards market in India at $5.1 billion, with acompounded annual growth rate of 39.8 percent.• The requirement of smart cards as identity cards, and combined municipal and welfarecards, is expected to be 60 crore by 2005.• The demand for smart cards in healthcare and transportation is expected to reach 35 croreby 2005. Babasabpatilfreepptmba.com 32
  • Gap Analysis of service delivered to Sundaram Finance Ltd CHAPTER IVORGANIZATIONAL PROFILE Babasabpatilfreepptmba.com 33
  • Gap Analysis of service delivered to Sundaram Finance Ltd Babasabpatilfreepptmba.com 34
  • Gap Analysis of service delivered to Sundaram Finance LtdOrganizational ProfileSundaram Finance Ltd incorporated in 1954 has grown today into one of the most trustedfinancial services groups in India.Today, the activities of the group span savings products like Deposits and Mutual Funds, Car andCommercial Vehicle Finance, Insurance, Home Loans, Software Solutions, Business ProcessOutsourcing, Tyre Finance, Fleet Cards and Logistics Services.History:The Company was incorporated in 1954, with the object of financing the purchase of commercialvehicles and passenger cars.The company was started with a paid-up capital of Rs.2.00 Lakhs and later went public in 1972.The Companys shares were listed in the Madras Stock Exchange in 1972 and in the NationalStock Exchange in January 1998.Subsequently, the equity shares of the Company have been delisted from Madras Stock ExchangeLimited (MSE) with effect from January 27, 2004, in accordance with SEBI (Delisting ofSecurities) Guidelines, 2003, for voluntary delisting.Founder:For him it was a lifetime involvement in automobiles, finance and philanthropyBorn on November 8, 1912, Mr.Santhanam had his education in Madurai. In 1930, he joined hisfather in business, and thus began a life-time involvement in automobile and finance.He was not only deeply involved in negotiations with foreign collaborators for the manufacture ofquality auto components, but also in financial planning and project financing. His financial acumenwas always regarded highly, not just in the TVS group, but outside as well. He served on theGovernments Direct Taxes Advisory Committee, and the study Group on Road TransportFinancing among others.For Mr.Santhanam, quality was paramount. He ensured that his auto component distributioncompanies provided transport operators genuine and quality products at fair prices. Babasabpatilfreepptmba.com 35
  • Gap Analysis of service delivered to Sundaram Finance LtdHe was also the founder chairman of trade associations such as the Federation of AutomobileDealers Association and the South India Hire Purchase Association.He was an ardent supporter of sports, especially football, cricket and tennis. In the late 1940s hepromoted TVS Greens, which had several leading national football players. A keen tennis playerhimself, he sponsored several leading players during the early stages of their career. He was oftenspotted at Wimbledon during the tennis fortnight cheering on Indias maestro, RamanathanKrishnan.He championed educational, religious and charitable causes and was instrumental in donating largesums of money from the companies with which he was associated.T S Surendran, Vice-Chairman of Sankara Nethralaya, said Mr.Santhanam had contributedliberally to "the cause of our foundation." He was associated with the foundation for over 25 years.The Sundaram Medical Foundation and the hospital managed by it stand testimony of his keeninterest in charitable causes."Work was worship for him," according to officials in the TVS Group. "His number sense wasincredible," said a ranking official of Sundaram Finance, who had worked with him closely. Heknew his principal employees by name and qualification. He kept himself updated on thehappenings in the group companies and attended meetings of the Sundaram Finance Board tillrecently.Mr.Santhanam, according to T T Srinivasaraghavan, Managing Director of Sundaram Finance, wasa "visionary."Even in early 1950s, he had understood the need for a good road infrastructure. "He tirelesslyworked for the uplift of transport operators," Mr.Srinivasaraghavan said, and pointed to the travelsMr.Santhanam had undertaken across the country often sipping tea with the drivers.Mr.Santhanam brought to bear such involvement in the non-banking finance business, encouragingsmall players to become corporate entities. "He never saw anyone as a competitor," he said Babasabpatilfreepptmba.com 36
  • Gap Analysis of service delivered to Sundaram Finance LtdMilestones:IN RECOGNITION OF SERVICE TO INVESTORSA Certificate of honour was given by the Institute of Chartered Financial Analyst, in recognition ofthe Companys efforts to set a trail blazing record of investor rewards , fostering the equity cult onethical lines among the top hundred investor rewarding companies in India for the period 1990-95.Birth of Sundaram FinanceFirst finance company to be listed on the Madras Stock Exchange.Started Leasing operations.Formation of Lakshmi General FinanceReceivables crossed Rs. 1000 crore (Rs. 10 billion)Deposits crossed Rs. 500 crore (Rs. 5 billion)Formed Sundaram Newton Asset Management Company Ltd. in collaboration with NewtonManagement Ltd., UK.Received Best Tax Payer AwardReceived Best Tax Payer AwardReceivables crossed Rs. 2000 crore (RS. 20 billion)Promoted Fiat Sundaram Auto Finance Limited, a joint venture with Fidis S.p.A., ItalyPromoted Sundaram Home Finance Limited with equity participation from International FinanceCorporation (IFC), Washington, and FMO NetherlandsPromoted Royal Sundaram Alliance Insurance Company Limited, a joint venture with Royal &Sun Alliance Plc, for Non-Life InsurancePromoted Sundaram Infotech Solutions - Infotech division of Sundaram FinancePromoted Sundaram Business Services - BPO arm of Sundaram FinanceMerger with LGF making SF Billion dollar Balance sheet NBFCBNP Paribas Asset Management Group, France acquires 49.90 % stake in Sundaram AssetManagement Company Ltd from SFL.Union de Credit pour le Batiment SA (UCB), a wholly owned subsidiary of BNP Paribas SA,France acquires 49.90% stake in Sundaram Home Finance Ltd from SFL. Babasabpatilfreepptmba.com 37
  • Gap Analysis of service delivered to Sundaram Finance LtdAwards Received:• Certificate of Commendation’ award by the Government of India under the scheme of “Good Tax Payers”.• “Second Best Tax Payer” in the category of Private Sector Company for Assessment Year 1994-95 in Tamil Nadu Region, from the Income Tax Department, Tamil Nadu.• ‘Rolling Trophy’ by Rotary Club of Madras South West for Best Employer-Employee Relationship for the year 1995-96.• “Best Tax Payer” in the category of Private Sector Company for Assessment Year 1995-96 in Tamil Nadu Region, from the Income Tax Department, Tamil Nadu.• “Automan Award” to Shri T S Santhanam, Chairman, from Motor India in 1998.• “Pioneering Service Award” to Shri T S Santhanam Chairman, from Chennai Good Transport Association.• “Sarige Ratna Award” to Shri T S Santhanam, Chairman, from the Bangalore City Lorry Transporting Agents’ Association (Regd).• “Most Valued Customer Award” to Shri T S Santhanam Chairman, from the State Bank of India.• “The Best Financier of the New Millennium 2000” to Shri. G K Raman, Managing Director, from the All India Motor Transport Congress. Babasabpatilfreepptmba.com 38
  • Gap Analysis of service delivered to Sundaram Finance LtdCompany Structure:Chairman Sri S VijiDirector Sri S Ram, Sri S Narayanan , Sri A Rangaswami , Sri S Padmanabhan, Sri T R SeshadriManaging Director Sri T T SrinivasaraghavanDeputy Managing Director Sri Srinivas AcharyaCompany Secretary Sri. S Venkatesan, CFO & SecretaryCompliance Officer Sri. P N Srikant, Assistant SecretaryTypes of Business: Investments: 1) Deposits 2) Mutual Fund.Retail Finance: 1) Car Finance 2) Home Finance.Business Finance: 1) Commercial Vehicle. 2) Equip met Finance. 3) Tyre Finance 4) Fleet card Babasabpatilfreepptmba.com 39
  • Gap Analysis of service delivered to Sundaram Finance LtdServices:1) Infotech solutions.2) Business Process Outsourcing.3) Logistics Services.4) Insurance.Group CompaniesSundaram FinanceLakshmi General Finance(since merged with SFL on 1/4/2005)Sundaram BNP Paribas Asset ManagementSundaram BNP Paribas Home FinanceRoyal Sundaram Alliance InsuranceSundaram Infotech SolutionsSundaram Business ServicesSundaram Finance Distribution LimitedLGF Services LimitedInfreight Logistics Solutions Limite Babasabpatilfreepptmba.com 40
  • Gap Analysis of service delivered to Sundaram Finance Ltd CHAPTER VANALYSIS AND FINDINGS Babasabpatilfreepptmba.com 41
  • Gap Analysis of service delivered to Sundaram Finance Ltd Babasabpatilfreepptmba.com 42
  • Gap Analysis of service delivered to Sundaram Finance LtdAnalysis and Finding Part1) Vehicle 50 40 40 30 20 17 17 Percent 10 7 0 3 3 3 3 3 3 1997-08 1999-08 All All types Tractors 1997/07-08 2001-08 All type Car Truck/04-08 VEHICLEInterpretation: As graph clearly indicates that 40% of customers were having almost all themodels of vehicle followed by tractor, trucks and car. Babasabpatilfreepptmba.com 43
  • Gap Analysis of service delivered to Sundaram Finance Ltd2) Occupation Other 16.67 Business 33.33 Transport Student 40.00 10.00Interpretation: The above graph indicates the occupation of the people. By looking at the graph, most of thecustomer’s occupation falls in the group of transportation that is 40% and 33.33% are businesspeople, 10% are the students who are very few and 16.67% of the customers are scattered todifferent occupation. Babasabpatilfreepptmba.com 44
  • Gap Analysis of service delivered to Sundaram Finance Ltd3) Are you aware of Fleet card? No 3.3% Yes 96.7%Interpretation: The above graph indicates the awareness of people regarding the fleet card. By looking at thegraph we can say that almost every other person is aware of the fleet card that is 96.7% of thesurveyed people know about the fleet card and there are very small percentage of people are notaware of it that is 3.3%. Babasabpatilfreepptmba.com 45
  • Gap Analysis of service delivered to Sundaram Finance Ltd4) Are using fleet card? 80 70 60 40 30 20 Percent 0 Yes No Are you using fleet card?Interpretation: By looking at the awareness level of the customers towards fleet card we can definitelyinterpret that there are many people who use fleet card. Looking at the above graph 70% of thesurvey population use the fleet cards and there are very few that is only 30% of them do not usefleet cards. Babasabpatilfreepptmba.com 46
  • Gap Analysis of service delivered to Sundaram Finance Ltd5) Which company fleet card do you have subscribed? Others 4.76 / 4.8% Reliance 9.52 / 9.5% Sundaram Finance 85.71 / 85.7%Interpretation: The above graph represents the different company’s fleet cards used by the surveyedpopulation. Among them most of the customers use the fleet cards of Sundaram Finance asindicated by the above graph about 85.7% of them are the users of fleet cards of SundaramFinance, and the remaining percentage of people use different company’s fleet cards like Relianceof about 9.5% and others 4.8%. Babasabpatilfreepptmba.com 47
  • Gap Analysis of service delivered to Sundaram Finance Ltd6) What type of services you look in fleet card? Free credit period s 9.5% Security 14.3% Easy to operate 14.3% Cash less transactio 61.9%Interpretation: The above graph indicates the various services, which the customers look in for the usage offleet card. By looking at the above graph we can interpret that large number of customers look forthe cash less transaction services as shown in the graph about 61.9% of the customers prefer forcash less transaction and 14.3% of the customers look for the ease with which one can operate thatis the comfort ness and 14.3% of the customers prefer security and the rest 9.5% of the customerslook for free credit periods. Babasabpatilfreepptmba.com 48
  • Gap Analysis of service delivered to Sundaram Finance Ltd7) Are you aware of Sundaram Finance fleetcard 100 80 80 60 40 20 Percent 20 0 Yes No Are you aware of Sundaram Finance fleet card??Interpretation: The above graph indicates the awareness level of people towards the Sundaram finance fleetcards. The above graph shows that 80% of the people are aware of the fleet cards offered bySundaram Finance and very few survey customers that is only 20% of them are not aware of thefleet cards offered by Sundaram Finance. Babasabpatilfreepptmba.com 49
  • Gap Analysis of service delivered to Sundaram Finance Ltd8) How did you come to know about Sundaram Finance Fleet card? Petrol/Diesel outlet 4.5% Word of mouth 31.8% Through compny execu 63.6%Interpretation: By looking at the above graph one can say that about 63.6% of the customers came to knowabout the fleet cards offered by Sundaram finance through the company executives, and 31.8% ofthe customers are aware mainly due to word of mouth, and remaining 4.5% of the customers cameto know about fleet cards through various petrol and diesel outlets which they visit. Babasabpatilfreepptmba.com 50
  • Gap Analysis of service delivered to Sundaram Finance Ltd9) Do you want to have a Sundaram Finance Fleet Card in future? 70 60 60 50 40 40 30 20 Percent 10 0 Yes No Do you want to have a Sundaram Finance Fleet card in future?Interpretation: The above graph indicates the market potential for the Sundaram Finance Fleet Cards. Theabove figure shows that 60% of the customers do not wish to purchase the fleet cards of SundaramFinance, Though 60% of the customers say no to the company’s fleet card still 40% of thecustomers who are willing to purchase the fleet cards of the company and so the 40% of the markethas to be tapped by the company. Babasabpatilfreepptmba.com 51
  • Gap Analysis of service delivered to Sundaram Finance Ltd10) How long you had been using Sundaram Finance fleet card? 2 to 3 years 11.8% 1 to 6 months 41.2% 7 to 12 months 47.1%Interpretation: The above graphs indicate the duration of the fleet cards used by the customers of thecompany. From the graph we interpret that about 47.1% of the customers have been using fleetcards from 7-12 months, and 41.2% of the customers have used it for a period of 1-6 months andremaining 11.8% of the customers have been using it from 2-3 years. So we can say that there arevery few customers who had been using it from 2-3 years. Babasabpatilfreepptmba.com 52
  • Gap Analysis of service delivered to Sundaram Finance Ltd11) Which Fleet card do you have in Sundaram Finance? 70 67 60 50 40 30 33 20 Percent 10 0 Smart Fleet card Extra Pow er Which fleet card do you have in Sundaram Finance?Interpretation: The above graph represents the type of fleet cards particularly of Sundaram Finance used bythe customers. 67% of the customers use the smart fleet card offered by the company and 33% ofthem use Extra power fleet card and so we can say that the potential for smart fleet card is high. Babasabpatilfreepptmba.com 53
  • Gap Analysis of service delivered to Sundaram Finance Ltd12) Are you satisfied with the credit limit provided by Sundaram Finance? No 5.56 / 5.6% Yes 94.44 / 94.4%Interpretation: The above graph indicates the satisfaction of customers towards credit limit facility providedby Sundaram Finance. The graph shows that most of the customers are satisfied with this serviceand the percentage is 94.4% and the remaining 4.6% of the customers are not satisfied with thisservice. Babasabpatilfreepptmba.com 54
  • Gap Analysis of service delivered to Sundaram Finance Ltd13) Are you satisfied with the interest charged by Sundaram Finance? 100 94 80 60 40 20 Percent 0 6 Yes No Are you satisfied with the interest charged by Sundaram Finance?Interpretation: The above graph indicates the satisfaction of customers towards interest charged bySundaram Finance. The graph shows that most of the customers are satisfied with the interestcharged and the percentage is 94% and the remaining 6% of the customers are not satisfied withthis service. Babasabpatilfreepptmba.com 55
  • Gap Analysis of service delivered to Sundaram Finance Ltd14) Are you aware of free credit period? Yes 33.3% No 66.7%Interpretation: The above graph indicates the awareness of customers towards free credit period allowed bythe company. About 66.7% of the customers are not aware of free credit period and only few of thecustomers, that is about 33.3% of them are aware of it. Babasabpatilfreepptmba.com 56
  • Gap Analysis of service delivered to Sundaram Finance Ltd15) Are you aware of loyalty points? & have you ever redeemed your loyalty points? 100 80 78 60 40 Percent 20 22 0 Yes No Are you aware of loyalty points and have you ever redeemed your loyaltyInterpretation: According to the graph 78% of the customers were not aware about loyaltypoints which were given by the company to their customers as a added service. Babasabpatilfreepptmba.com 57
  • Gap Analysis of service delivered to Sundaram Finance Ltd16) How do you feel about the application procedure? Tedious 10.5% A verage 15.8% Easy 73.7%Interpretation: The above graph indicates the customer’s opinion about the application procedure.The graph shows that 73.7% of the customers feel that the application procedure is easy , 15.8% ofthem feel that it is average and the remaining 10.5% of the customers feel that the procedure istedious. Babasabpatilfreepptmba.com 58
  • Gap Analysis of service delivered to Sundaram Finance Ltd17) How do you feel about the acceptability of the SF card in various fuel outlets? 100 80 83 60 40 20 Percent 0 6 6 6 Satisf ied Dissatisfied Not satisfied Highly dissatisfied How do you feel about the acceptability of the Sundram Finance card in vInterpretation: The above graph indicates the customer’s opinion about the acceptability of the SundaramFinance card at various fuel outlets. The graph shows that 83% of the customers are satisfied withthe acceptability, 6% of them feel that they are not satisfied with the acceptability, 6% of them aredissatisfied and the remaining 6% of the customers are highly dissatisfied. Overall the satisfiedpercentage of customers is high. Babasabpatilfreepptmba.com 59
  • Gap Analysis of service delivered to Sundaram Finance Ltd18) Easy to operate E grade 5.6% B grade 5.6% A grade 88.9%Interpretation: The above graph indicates the satisfaction level of the customers the service of easiness tooperate. Babasabpatilfreepptmba.com 60
  • Gap Analysis of service delivered to Sundaram Finance Ltd19) Security E grade 5.6% D grade 5.6% C grade B gradeq 38.9% 50.0%Interpretation: As the graph indicates about 50% of the customers have given their opinion aboutsecurity as B grade and even 38.9% of the customers were C grade. Babasabpatilfreepptmba.com 61
  • Gap Analysis of service delivered to Sundaram Finance Ltd20) Cross tabulation between fleet card users and service they expect in fleet card? Are you using fleet card? * What type of services you look in fleet card? Crosstabulation Count What type of services you look in fleet card? Free credit Easy to Cash less period operate transaction Security scheme Total Are you using fleet card? Yes 3 13 3 2 21 Total 3 13 3 2 21Interpretation: The above table indicates the relationship between fleet card users and service they expect infleet card. From the above table we can interpret that there are 21 fleet card users in total and outof those 21, 13 users would prefer cash less transactions and 3 of them expect security and theremaining 3 expect easiness in its operations. Babasabpatilfreepptmba.com 62
  • Gap Analysis of service delivered to Sundaram Finance Ltd21) Cross tabulation between Sundaram Finance Fleet card users and how did they come toknow about that? Are you aware of Sundaram Finance fleet card? * How did you come to know about Sundaram Finance Fleet card? Crosstabulation Count How did you come to know about Sundaram Finance Fleet card? Through compny Word of Petrol/Diesel executive mouth outlet Total Are you aware of Yes Sundaram Finance 14 7 1 22 fleet card? Total 14 7 1 22Interpretation: The above table indicates the relationship between fleet card users and the awareness of thatparticular company’s fleet card. From the above table we can interpret that there are 22 fleet cardusers of Sundaram Finance and out of those 22, 14 users came to know about fleet cards ofSundaram Finance through company executives, 7 users are aware due to word of mouth and 1user came to know through petrol and diesel outlet. Babasabpatilfreepptmba.com 63
  • Gap Analysis of service delivered to Sundaram Finance Ltd22) Cross tabulation between Awareness level and future prospective? Are you aware of Sundaram Finance fleet card? * Do you want to have a Sundaram Finance Fleet card in future? Crosstabulation Count Do you want to have a Sundaram Finance Fleet card in future? Yes No Total Are you aware of Yes 2 2 4 Sundaram Finance fleet card? No 2 4 6 Total 4 6 10Interpretation: The above table indicates the relationship between awareness of fleet card and the willingnessof the customers to purchase the fleet card of Sundaram finance in future. From the above table wecan interpret that out of 4 customers 2 of them wish to purchase company’s fleet card and theremaining 2 do not wish to buy it this means there is only 50% scope for the purchase of card. Andout of 6 customers who are not aware of fleet card only 2 of them wish to purchase it. Babasabpatilfreepptmba.com 64
  • Gap Analysis of service delivered to Sundaram Finance Ltd23) Cross tabulation between Users and Credit limit satisfaction level? Are you using fleet card? * Are you satsfied with the credit limit provided by Sundaram Finance? Crosstabulation Count Are you satsfied with the credit limit provided by Sundaram Finance? Yes No Total Are you using fleet card? Yes 17 1 18 Total 17 1 18Interpretation: The above table indicates the relationship between fleet card users and the credit limitprovided by Sundaram Finance. From the above table we can interpret that there are 18 fleet cardusers in total and out of them, 17 users are satisfied with the credit limit provided , 1 user is notsatisfied with the credit limit provided by the company. Babasabpatilfreepptmba.com 65
  • Gap Analysis of service delivered to Sundaram Finance Ltd24) Cross tabulation between Users and Free credit period? Are you using fleet card? * Are you aware of free credit period? Crosstabulation Count Are you aware of free credit period? Yes No Total Are you using fleet card? Yes 6 12 18 Total 6 12 18Interpretation: The above table indicates the relationship between fleet card users and the free credit periodallowed by Sundaram Finance. From the above table we can interpret that there are 18 fleet cardusers in total and out of them only 6 users are aware of the free credit period provided, and 12users are not aware of the free credit period provided by the company. Babasabpatilfreepptmba.com 66
  • Gap Analysis of service delivered to Sundaram Finance Ltd25) Cross tabulation between Users and Acceptability of the Sundaram Finance card invarious fuel outlets? Are you using fleet card? * How do you feel about the acceptability of the Sundram Finance card in various fuel outlets? Crosstabulation Count How do you feel about the acceptability of the Sundram Finance card in various fuel outlets? Highly Satisfied Not satisfied Dissatisfied dissatisfied Total Are you using fleet card? Yes 15 1 1 1 18 Total 15 1 1 1 18Interpretation: The above table indicates the relationship between fleet card users and their opinion about theacceptability of the Sundaram Finance fleet cards at various fuel outlets. From the above table wecan interpret that there are 18 fleet card users in total and out of them 15 users are satisfied with itsacceptability, and remaining users are not satisfied with its acceptability. Babasabpatilfreepptmba.com 67
  • Gap Analysis of service delivered to Sundaram Finance Ltd26) Cross tabulation between Users and Loyalty points? Are you using fleet card? * Are you aware of loyalty points and have you ever redeemed your loyalty points? Crosstabulation Count Are you aware of loyalty points and have you ever redeemed your loyalty points? Yes No Total Are you using fleet card? Yes 4 14 18 Total 4 14 18Interpretation:As this summary indicates that more than 75% of customers are using fleet card but theywere not aware of loyalty points which is considered as one of the service feature provided bycompany. Babasabpatilfreepptmba.com 68
  • Gap Analysis of service delivered to Sundaram Finance Ltd27) Cross tabulation between satisfaction level of service provided and customersrecommendation to others? Are you satisfied with the service provided by Sundaram Finance fleet card? * If Yes, would you like to recommend it to others? Crosstabulation Count If Yes, would you like to recommend it to others? Yes No Total Are you satisfied with Yes the service provided 11 7 18 by Sundaram Finance fleet card? Total 11 7 18Interpretation: The above table indicates the relationship between satisfaction level of customers towards theservices provided and customer’s recommendations to others. From the above table we caninterpret that there are 18 fleet card users who are satisfied with the services provided and out ofthem 11 users would like to recommend it to others and remaining 7 users would not wish torecommend it to others. Babasabpatilfreepptmba.com 69
  • Gap Analysis of service delivered to Sundaram Finance Ltd 28) Correlation between awareness and usage of fleet card.Correlations Correlations Are you aware Are you using of fleet card? fleet card? Are you aware of fleet Pearson Correlation 1 .284 card? Sig. (2-tailed) . .129 N 30 30 Are you using fleet card? Pearson Correlation .284 1 Sig. (2-tailed) .129 . N 30 30 Here we see that the correlation is 0.284. This means that awareness and usage of fleet card are positively correlated. But the degree of correlation is less than 0.5. This shows that the association between these two variables is moderate. It means that, at time passes these two variables may move in the same direction. Awareness is directly associated with usage of fleet card. Babasabpatilfreepptmba.com 70
  • Gap Analysis of service delivered to Sundaram Finance Ltd29) Correlation between awareness of Sundaram finance fleet card and in which sundaram fleetcard. Correlations Do you want Are you aware to have a of Sundaram Sundaram Finance fleet Finance Fleet card? card in future? Are you aware of Pearson Correlation 1 .167 Sundaram Finance Sig. (2-tailed) . .645 fleet card? N 30 10 Do you want to have Pearson Correlation .167 1 a Sundaram Finance Sig. (2-tailed) .645 . Fleet card in future? N 10 10Here we see that the correlation is 0.167. This means that awareness of Sundaram fleet card andfuture prospective of usage of Sundaram fleet card which are positively correlated. But the degreeof correlation is less than 0.5. This shows that the association between these two variables ismoderate. It means that, at time passes these two variables may move in the same direction.Awareness is directly associated with usage of fleet card. Babasabpatilfreepptmba.com 71
  • Gap Analysis of service delivered to Sundaram Finance Ltd CHAPTER VI DISCUSSION & CONCLUSION Babasabpatilfreepptmba.com 72
  • Gap Analysis of service delivered to Sundaram Finance Ltd Babasabpatilfreepptmba.com 73
  • Gap Analysis of service delivered to Sundaram Finance LtdCONCLUSIONS:As my study was to know and analyze the service provided by Sundaram Finance Ltd, totheir fleet card users. Most of them were aware of fleet card but as compare to it usage levelis little less. Almost majority of the customers were satisfied with the credit limit provided bycompany, interest charged by company, about loyalty points and all. Even most of theconsumers were satisfied with the acceptability of fleet card in Indian Oil Cooperation andBharath Petroleum Corp Ltd. As majority of the customers are satisfied with the overall performance and they likedthe service provided by company and they even found that the application part of fleet careis quite easy. It will be a feasible for company to increase its advertisement and trainingregarding how to use and take benefit of fleet card. It was a practical experience for me to know about service marketing in all thecategories of the market like Fleet card, customer expectations, Designs and standards andmeasurement of customer satisfaction. It was an opportunity for me to apply theoreticalconcepts into practical and it helped me to get good exposure. Finally, this research has helped me to gain immense knowledge about serviceindustry. It will help me to find the new avenues in the future. Babasabpatilfreepptmba.com 74
  • Gap Analysis of service delivered to Sundaram Finance Ltd CHAPTER VII FINDINGS &RECOMMENDATIONS Babasabpatilfreepptmba.com 75
  • Gap Analysis of service delivered to Sundaram Finance LtdFindings: 1) 96.7% of the people were aware about Fleet card. 2) 70% of the people were using Fleet card. 3) 85.7% of the people were subscribed for Sundaram Finance Fleet Card. 4) 61.9% of the customers go for Sundaram Finance Fleet card because of feature like Cash less transaction. 5) 80% of the people were aware of Sundaram Finance Fleet card. 6) 67% of customers opted for Smart fleet card, followed by Extra Power (33%). 7) 94% of the customers were satisfied with the credit limit charged by Sundaram Finance ltd. 8) 73.7% of the people found that Fleet card operation was easy. 9) 83% of the customers were satisfied with the acceptability of the fleet card in IOC and BPCL. 10) 63% of people were aware about fleet card and through company executive they have come to know about Fleet Card. Babasabpatilfreepptmba.com 76
  • Gap Analysis of service delivered to Sundaram Finance LtdRECOMMENDATIONS 1) Most of the people were well worse with Fleet card but it is not in case of usage so company has to concentrate on how best they can assure people for using Fleet card. 2) As we found 63% of the customers they had come to know about fleet card through company executive so better to increase the Advertisement campaign in various petrol outlets. 3) Company needs to use other channels for Effective Advertisement. 4) As it is booming sector in India today ,company has to give importance about training part of fleet card like how to take proper use of fleet card. 5) As it was found less number of customers have opted for Extra Power so it is better for company to give importance to increase the usage level of Extra Power fleet card through effective Advertisement. 6) As most of the customers are using fleet card but they are not aware of extra service provided by Sundaram Finance so company need to inform about their key services to their customers through training or through advertisement. Babasabpatilfreepptmba.com 77
  • Gap Analysis of service delivered to Sundaram Finance Ltd CHAPTER VIII ANNEXURE Babasabpatilfreepptmba.com 78
  • Gap Analysis of service delivered to Sundaram Finance Ltd QuestionnaireDear Customer,I B S Patil , Student BEC DOMS BAGALKOT . Undertaking a study on “Gap Analysis interms of service delivered to Fleet Card Customers at Sundaram Finance Ltd, Hubli”. Aspart of the project study for the Masters Degree in Business Administration. I humblyrequest you kindly to fill up the questionnaire by sparing your valuable time. Theinformation provided by you will be used for academic purpose only. Name ______________________________. Place_______________________________. Vehicle, Make and Model____________________________. District______________________________. Occupation________________. Ph. No_______________________________. 1) Are you aware of Fleet card? a) Yes b) No 2) Are you using fleet card? a) Yes b) No If No, Please Specify the reason____________________________________________________. Then 3) Which company fleet card you have subscribed? a). Sundaram Finance b) Reliance c) Others_____________________. 4) How many times do you use the card in a month? a) Two times b) Four times c) Ten times d) Specify_____________. 5) What type of services you look in fleet card? a) Easy to operate. b) Cash less transaction. c) Security. d) Free Credit Period scheme. e) Others____________________. 6) Which type of vehicles does you ownoperate? a) Car b) Truck c) Tempo/Bus/Jeep 7) How many vehicles do you ownoperate? a) 1 to 5 b) 6 to 10 c) 11 to 15 d) 15 and above 8) How many kilometers do your vehicles run in a month (average)? Babasabpatilfreepptmba.com 79
  • Gap Analysis of service delivered to Sundaram Finance Ltd a) _______________Kms.9) Are you aware of Sundaram Finance fleet card? a) Yes b) No If Yes, then go to question no 10. If No, then go to question no 11.10) How did you come to know about Sundaram Finance Fleet card? a) Through company executive. b) Word of mouth. c) PetrolDiesel retail outlet. d) Media. e) Fleet card owners f) Others______________.11) Do you want to have a Sundaram Finance Fleet Card in future? a) Yes b) No12) How long you had been using Sundaram Finance fleet card? a. 1 to 6 months. b. 7 to 12 months. c. 1 to 2 years. d. 2 to 3 years.13) Which Fleet card do you have in Sundaram Finance? a) Smart Fleet b) Extra Power14) Why did you not opt for the Extra Power fleet card? a) Zero awareness b) Used earlier but not satisfied c) Service is not good. d) Others if any pls specify_____________________________________.15) Why did you not opt for the Smart fleet card? a) Zero awareness b) Used earlier but not satisfied c) Service is not good. d) Others if any pls specify_____________________________________.16) Are you satisfied with the credit limit provided by Sundaram Finance? a) Yes b) No17) Are you satisfied with the interest charged by Sundaram Finance? a) Yes b) No18) Are you aware of free credit period? a) Yes b) No19) Are you aware of loyalty points? & have you ever redeemed your loyalty points? Babasabpatilfreepptmba.com 80
  • Gap Analysis of service delivered to Sundaram Finance Ltd a) Yes b) No 20) How do you feel about the application procedure? a) Easy b) Average c) Tedious 21) How do you feel about the acceptability of the SF card in various fuel outlets? a) Highly Satisfied b) Satisfied c) Not satisfied d) Dissatisfied d) Highly dissatisfied 22) Are you satisfied with the service provided by Sundaram Finance fleet card? a) Yes b) No If yes, would you like to recommend it to others? a) Yes b) No If yes, Please specify 3 names that you know worth to use fleet card. 1… 2… 3… If no, please specify the reason________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 23) Did you find all the desired features in Sundaram Finance Fleet card, please rate the following features. 1 to 5 (1 is lower and 5 Greater)Features 1 2 3 4 5F1 Easy to operateF2 Cash less transactionF3 SecurityF4 Free Credit Period SchemeF5 Others___________________________ Babasabpatilfreepptmba.com 81
  • Gap Analysis of service delivered to Sundaram Finance Ltd 24) Any valuable suggestions to improve the service of fleet card?Thank You Babasabpatilfreepptmba.com 82
  • Gap Analysis in terms of service delivered to Sundaram Finance Ltd, CustomersSPPSS CODING SHEET: TransportAminasab Glagali Hubli All types Dwd business 9.45E+09 2 2Naveen Shetty Hubli All types Dwd Transport 9.85E+09 1 2G B Hosmani Hubli All type Dwd Transport 9.45E+09 1 2Shivanand Hubli All type Dwd Transport 9.45E+09 1 2Kotresh Hubli All types Dwd Transport 9.84E+09 1 2Annappa Hubli All type Dwd Transport 9.85E+09 1 2Alimuddin Hubli All type Dwd Transport 9.45E+09 1 2V C Patil Hubli Tractors Dwd Business 9.45E+09 1 1J Sharma Hubli All Dwd Business 9.45E+09 1 1 RollingMahadev Swadi Hubli All type Dwd Mill 9.88E+09 1 1Atmanand Hubli All Dwd Farmer 9.89E+09 1 1Rajshekhar Dwd Car Dwd Student 9.74E+09 1 2Sadiq Bhai Hubli All types Dwd Business 9.45E+09 1 1Mohd.Iqbal P.B.Road All Dwd Transport 9.45E+09 1 1 Truck/04-Siddalingesh K Hubli 08 Dwd Transport 9.45E+09 1 1Yogita Hubli 7/8/1997 Dwd Transport 9.34E+09 1 1Padmamba Travels Hubli All types Dwd Transpor . 1 2Virupaksha Dwd 1997-08 Dwd Transport . 1 1Devendranayal Hubli 2001-08 Dwd Business . 1 1Kiran S K Hubli 1999-08 Dwd Contract . 1 1Iliyas Hanagi Hubli All Dwd Business . 1 1Imtiyaz K Hubli All Dwd Business . 1 1Rajendra Hubli All Dwd Business . 1 1Wagesh K D Hubli All Dwd Business . 1 1Shripathi Hubli All Dwd Student . 1 1Gajanan Hubli All Dwd Transport . 1 1Shantesh Hubli 2001-08 Dwd Business . 1 1Imamasab Navanagar All Dwd Student . 1 1R C Pattat Dwd All Dwd Business . 1 1Raghuram Hubli All Dwd Transport . 1 1. . . . . . 2 . 2. . . . . . 1 1 .. . . . . . 2 . 2. . . . . . 2 . 2. . . . . . 2 . 1. . . . . . 1 1 1. . . . . . 1 1 11 3 2 3 3 180 1 1 .3 3 2 3 2 580 1 2 22 2 3 3 2 150 1 2 .2 3 2 3 1 100 2 . 2. . . . . . 2 . 11 4 3 2 3 900 1 1 .1 2 3 2 3 100 1 . .1 4 1 2 2 150 1 1 .1 4 2 3 4 1000 1 1 .. . . . . . 1 . 21 3 2 3 2 180 1 1 . Babasabpatilfreepptmba.com 83
  • Gap Analysis in terms of service delivered to Sundaram Finance Ltd, Customers1 3 1 3 2 100 1 2 .1 3 2 3 1 180 1 1 .1 3 2 2 1 1000 1 1 .1 2 2 3 2 190 1 3 .1 3 1 2 1 100 1 1 .1 3 2 1 2 80 1 2 .1 2 2 1 1 50 1 1 .1 2 2 3 2 190 1 1 .1 3 2 2 1 160 1 1 .1 2 2 1 1 100 1 2 .1 3 4 2 1 180 1 2 .1 2 4 1 1 900 1 2 .. . . . . . . . . .. . . . . . . . . .. . . . . . . . . .. . . . . . . . . .. . . . . . . . . .. . . . . . . . . .. . . . . . . . . .2 2 . 1 1 1 1 2 1 2. . . . . . . . . .. . . . . . . . 1 .. . . . . . . . . .. . . . . . . . . .. 1 4 . 1 1 2 2 3 51 1 4 . 2 2 2 2 3 44 1 4 . 1 1 1 2 1 24 1 1 . 1 1 1 1 1 2. . . . . . . . . .2 2 . 1 1 1 2 2 1 22 1 1 . 1 1 1 2 1 22 1 4 . 1 1 2 2 2 21 2 . 1 1 1 1 2 2 32 1 4 . 1 1 2 2 1 22 2 . 2 1 1 2 2 1 22 1 1 . 1 1 2 2 2 21 2 . 1 1 1 2 1 1 22 1 . 1 1 1 2 2 1 21 1 1 . 1 1 2 1 1 21 2 4 . 1 1 1 2 1 21 1 1 . 1 1 2 2 1 21 1 1 . 1 1 2 1 1 2. . . . . .. . . . . .. . . . . .. . . . . .. . . . . .. . . . . .. . . . . .1 1 5 5 4 3. . . . . . Babasabpatilfreepptmba.com 84
  • Gap Analysis in terms of service delivered to Sundaram Finance Ltd, Customers. . . . . .. . . . . .. . . . . .1 2 1 5 3 31 2 4 5 1 31 1 5 5 3 31 2 5 5 3 4. . . . . .1 1 5 5 3 21 2 5 5 3 21 1 5 5 4 41 2 5 5 4 31 2 5 5 4 31 1 5 5 4 31 1 5 5 3 31 1 5 5 4 31 1 5 5 4 31 1 5 5 2 41 2 5 5 3 21 1 5 5 4 31 1 5 5 4 2 Babasabpatilfreepptmba.com 85
  • Gap Analysis in terms of service delivered to Sundaram Finance Ltd, Customers CHAPTER IX BIBLIOGRAPHYBIBLIOGRAPHYReference Books1 George E Belch and Michael A Belch- Advertising and Promotion An Integrate Marketing Communication Perspective2 Kotler and Keller- Marketing Management 12e3 A Parasuraman - Marketing Research Babasabpatilfreepptmba.com 86
  • Gap Analysis in terms of service delivered to Sundaram Finance Ltd, Customers Dhruv Gareval4 Leon E Schiffman – Consumer Behavior 9th EditionInternet References-www.sundaramfinance.comwww.wikipedia.comwww.timesofindia.comCompany Details-Consumer data baseMagazines-Business TodayAuto IndiaBusiness WorldNewspapers-Times of IndiaBusiness Line Babasabpatilfreepptmba.com 87