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Coustomer satisfaction minor project


coustomer satisfaction project

coustomer satisfaction project

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  • 1. CHAPTER-1 1
  • 2. LIFE INSURANCE PART A: 1.1 INTRODUCTION Life insurance is a contract providing for payments of a sum of money to the person assured or falling on him, to the person entitles to receive the same on the happening of certain event. A family is generally dependent for its food, clothing and shelter on the income brought in regularly by the breadwinner in the family. So long as he lives and the income is received steadily that family is secure, but if death suddenly intervene the family may be left in a very difficult situation and sometimes in stark poverty. Uncertainty of death is inherent in human life. It is this uncertainty that is risk which gives rise to the necessity for some form of protection against the financial losses arising from death. Insurance substitutes this uncertainty with certainty. 1.2Life Insurance, India Life is very fragile and death is a certainty. We cannot control the uncertainties of life. But, we can cover the risks surrounding us. Life insurance, simply put, is the cover for the risks that we run during our lives. It protects us from the contingencies that could affect us. 2
  • 3. Life insurance is not for the person who passes away, it for those who survive. It is the responsibility of every bread earner to guard against the events that could affect the family in the unfortunate circumstance of his / her demise. Thus, having a life insurance policy is very vital. Before going for a life insurance policy it is imperative that you know about various types of life insurance policies. Major among them are: * Endowment Policy * Whole Life Policy * Term Life Policy * Money-back Policy * Joint Life Policy * Group Insurance Policy * Loan Cover Term Assurance Policy * Pension Plan or Annuities * Unit Linked Insurance Plan Unit Linked Insurance Plans (ULIP) Unit linked insurance plan (ULIP) is life insurance solution that provides for the benefits of protection and flexibility in investment. The investment is denoted as units and is represented by the value that it has attained called as Net Asset Value (NAV). The policy value at any time varies according to the value of the underlying assets at the time. 3
  • 4. ULIP provides multiple benefits to the consumer. The benefits include: * Life protection * Investment and Savings * Flexibility * Adjustable Life Cover * Investment Options * Transparency * Options to take additional cover against * Death due to accident * Disability * Critical Illness * Surgeries * Liquidity * Tax planning 1.3Whole Life Insurance Policy, India A whole life policy runs as long as the policyholder is alive. As risk is covered for the entire life of the policyholder, therefore, such policies are known as whole life policies. A simple whole life policy requires the insurer to pay regular premiums throughout the life. In a whole life policy, the insured amount and the bonus is payable only to the nominee of the beneficiary upon the death of the policyholder. There is no survival benefit as the policyholder is not entitled to any money during his / her own lifetime. 4
  • 5. 1.4 Health Insurance, India It is said that a healthy mind resides in a healthy body. Hence it is very important to stay healthy. These days life is very fast and stressful. No matter how much you care one can always fall ill. Health treatment nowadays is very costly. More than the disease it is the cost of treatment that takes its toll. To get rid of health worries health / medical insurance is the answer. Health insurance policy not only covers expenses incurred during hospitalisation but also during the pre as well as post hospitalisation stages like money spent for conducting medical tests and buying medicines. The cover will be to the extent of the sum insured. An added attraction of Mediclaim policies is the tax benefits which they attract under Section 80D. The maximum amount of deduction available under this section is Rs 10,000. In case of senior citizens, the maximum limit is Rs 15,000. Individuals also have the option of covering themselves for medical expenses by opting for the 'Critical Illness (CI)' rider available with life insurance policies. Life insurance companies have their own list of critical illnesses as defined by them. In case of a CI rider, on the occurrence of a 'critical illness' during the policy tenure, an amount as proposed in the policy will be paid out to the individual. This is irrespective of the expenses incurred by the individual on hospitalisation, medicines and other such costs. Health insurance companies are offering innovative products to their customers these days. The latest product in this line is 'cashless hospitalisation'. Here 5
  • 6. individuals do not have to pay for their hospital bills in case of hospitalisation; the insurance company settles the bill directly. But certain conditions like the hospital needs to have a tie-up with the insurance company, the documents need to be in order etc. have to be met. 1.5Some outstanding advantage of life insurance 1. It is superior to an ordinary savings plan: This is so because, unlike other savings plans, it affords full protection against risk of death. In case of death, the full sum assured is made available under a life assurance policy, whereas under other savings schemes the total accumulated savings alone will be available. The latter will be considerably less than the sum assured, if death occurs during early years. 2. Insurance encourages and force thrift: A savings deposit can be too easily withdrawn. Many may not be able to resist the temptation of using the balance for some less worthy purpose. On the other hand, the payment of life insurance premiums becomes a habit and comes to be viewed with the same seriousness as the payment of interest or a, mortgage. The insurance, in effect, brings about compulsory savings. 3. Easy settlement and protection against creditors: The life assured can name a person or person (Nominee/s) to whom the policy money would be payable in the event of his death. The proceeds of a life insurance policy can be protected against the claims of the creditors of the life assured by effecting a 6
  • 7. valid assignment of the policy. A married woman‟s property Act policy constitutes a trust in favour of the wife and / or children and on separate assignment is necessary. The beneficiaries are fully protected from creditors except to the extent of any interest in the policy retained by the assured. 4. Administering the legacy for beneficiaries: It often happens that a provision which a husband or father had made through insurance is quickly lost through speculative or unwise investment or by unnecessary expenditure on luxuries. These contingencies can be provided against in the case of insurance .The policyholder can arrange that in the event of his death the beneficiary should receive instead of a single sum (I) payment of the claim amount by equal instalments over a specified period of years (II) payment of the claim amount by smaller monthly instalments over the selected period followed by a lump sum at the end thereof. 5. Ready marketability and suitability for quick borrowing: After an initial period, if the policyholder finds himself unable to continue payment of premiums he can surrender the policy for a cash sum. Alternatively, He can tide over a temporary difficulty by taking a loan on a sole security of the policy without delay. Further, a life insurance policy is sometime acceptable as security for a commercial loan. 6. Tax relief: For computing income-tax the Income tax Act allows deduction of certain portion of the taxable income of individuals or HUF, which is diverted to payment of life insurance premiums, from income chargeable to tax 7
  • 8. in India, when this tax relief is taken into account it will be found that the assured is in effect, paying a lower premium for his insurance. 1.6HISTORY: It has been established that village co-operatives insured against loss of profit in an industry in the early days of the Aryan Civilisation. There were contacts safeguarding risks of transport by sea or land. Further these well renowned joint-family system rendered services similar to those of present life assurances. However expecting the system of joint family all other gradually waned and insurance in the modern sense appeared in the late eighteenth and early nineteenth centuries by the established of seven Marine Insurance companies in Calcutta-the then centre of trade and commerce in India. This was followed in due course by the opening of branches and or agencies in India by many British offices, and some continental and colonial insurers. Even the American offices did not lag behind. The successful operation of the foreign insurers encouraged the formation of life offices in India in the late nineteenth century such as Bombay Mutual in 1871 and the oriental in 1874 and Hindustan cooperative in 1907 other life offices followed. The swadeshi movement at the beginning of the present century was responsible for the establishment of various insurers with Indian capital. Thus in 1907 the Indian Mercantile was the first Indian general 8
  • 9. insurance company followed later on by New India in 1919 and six other insurers. The year 1922 and 1923 were very critical for these young general insurers in as much as they had to compete with 150 foreign offices that had not only the experience of actual organization but also a tradition of general insurance business behind them. On the top of this the exchange banks provided impediments in one-way or the other. However patriotism of the Indian public saw the general insurers through this difficult period and national agitation insisting for legislative protection compelled the government of India to investigate into the matter. As a result of the above-mentioned investigation the Insurance Act of 1938 came into existence, which removed the hideous distinction between Indians and Non-Indian companies as far as provisions relating to deposits and submission of returns were concerned. The Nationalism or swadeshi spirit brought about an increase in the share of Indian insurers of the business in India from 11 percent in 1928 to 31 percent in 1939 largely at the expense of foreign offices. The Second World War helped the establishment of several indigenous industries the managing agents of which tried to acquire the control of insurance companies and banks to provide easy finance for their undertakings. This lead to the appointment of Cowasji Jehangir Enquiry Committee resulting in certain amendments of the Insurance Act, 1938. The Indian insures successfully faced 9
  • 10. the Bombay Explosion of 1944 and survived the partition of the country in 1947. 1951 onwards this has been a period of increasing business for Indian insurers due to the following causes: The growing confidence of the Indian public. The increasing awareness of the Indian public of the benefits of insurance. The five-year plans. The development plans undertaken by some of the leading insurers. The increase in life business of Indian insurers in the years 1954 and 1955 was phenomenal and on 19th January 1956 the government of India nationalized the life insurance business in India as a result of which the Life Insurance Corporation of India formally came into existence on September 1956. The main aims of nationalization were: Provision of complete security to the policyholders. To prevent malpractices prevalent in life business. To spread insurance to rural areas. To encourage public savings and channel the same to finance national plans. Consequently not only is the LIC at present the main source of finance for the government and state organizations, public undertakings and wellestablished industrial organizations in the private sector but also provide loans 10
  • 11. to individuals to buy their own houses under the „own your home‟ scheme. It has also succeeded in its other main aims. The LIC also started transacting all classes of general insurance with effect from 1st April 1964 in competition with other general insurers on India. Their total direct premium income for the financial year 1968-69 was over Rs.15.35 crores, detailed as under: Fire Rs.378.79 lakhs Motor Rs.95.62 lakhs Marine Rs.679.59 lakhs Miscellaneous Rs.381.49 lakhs The general insurance business in India has also been nationalized as from 13th may 1971 and the General Insurance Corporation of India (GIC) came into existence as from 1st January 1973. To ensure proper service to the public, it was decided that the GIC would underwrite general insurance business through its four subsidiaries that will mutually compete for business. As from 1 st of January 1974 all the insurers transacting general insurance in India – whether Indian or foreign- were merged into the under noted four subsidiaries or companies or groups having more or less equal premium income. The Oriental Fire and General Insurance Co. Ltd. The New India Assurance Company Ltd. The National Insurance Company Ltd. 11
  • 12. The United India Fire and General Insurance Company Ltd. The object of the government of India in forming these four subsidiaries is to ensure that these are so situated so as to render their combined services effectively to all parts of India. The General Insurance Corporation has been formed as a government company with an authorised capital of Rs.75 crores (with an initial subscribed capital of 5 crores) for the purpose of superintending, controlling and carrying on the business of general insurance. It is now possible to transact certain types of general insurance business, which were formerly considered too hazardous, and the GIC is likely to make a beginning with crop insurance. CHAPTER-3 12
  • 13. 13
  • 14. 2.1 Title of the study:“A study on customer satisfaction towards ulip product of Nirmal Bang Pvt. Ltd. “ 2.2 STATEMENT OF THE PROBLEM This particular topic has been chosen as a result of the increasing competition in the insurance sector from the private insurers as well as the nationalised insurers. As every organisation, irrespective of its size and mission may be viewed as a financial entity. LIC had a monopoly of the Indian life insurance market till the end of the year 2000, after which many private insurers came into the market of which the very first was Nirmal Bang. In view of the increasing competition the management is confronted with issues and decision like. What kind of plans has to be introduced? What kind of strategies do they have to adopt? 2.3 OBJECTIVES OF THE STUDY 1. Estimate and analyse the savings potential of the population by taking into account the details of source and size of income and pattern of consumption and capital expenditure. 14
  • 15. 2.4 SCOPE OF THE STUDY These issues need a careful consideration as the investment policy of Nirmal Bang is still at a formative stage. The present project, “rationale of the investment policy of Nirmal Bang and its impact on capital formation in India”, therefore examines the investment policy of Nirmal Bang in context of its liability characteristics on the one hand and the nature of the investment material on the other. The main purpose of this enquiry is to demonstrate the ways and means through which the life fund can be utilized for the economic and social advancement of the country, in consistence with the „policyholders interest‟ and relates it to rational economic interest. It explains the significance of life fund in the capital market. Besides estimating the potential resources of Nirmal Bang. The study shows the impact of the growth of life fund on capital formation in India. The study lays down the board outlines of the investment policy. 2.5 METHODOLOGY OF THE STUDY:The methodology used for the study was to identify various sources of information about the factors that affects the consumer‟s preference of consumers among various life insurance companies. This study is based on an exploratory research, which will make use Of primary & secondary data collected. 15
  • 16. SOURCES OF DATA Database can be classified into two categories, which are: Primary data and secondary data. 1. Primary data: The data originally collected from the Nirmal Bang and its agents through direct interview. 2. Secondary data: Various journals, articles were collected, various websites, IRDA guidelines and annual reports to study the utilisation of funds in Nirmal Bang Co. Ltd. 2.6 LIMITATION OF THE STUDY Within the geographical part of Bangalore city only. 1. The analysis of data has been done assuring that the information provided by the respondents is genuine & honest. 2. The data collection was confined by questionnaire method due to shortage of time. 3. The sample size is limited due to time constant. 4. While comparing the percentage &average, the figures are appropriated in order to get the clear picture .Therefore sometimes the total may not exactly tally. 16
  • 17. CHAPTER-4 17
  • 18. INTRODUCTION CLASSIFICATION OF DATA Data is information collected for a particular subject matter, which is relevant with the purpose of research. The process of arranging data into different groups or classes are to be determined depending upon the nature, objectives and scope classification. Classification is the process of arranging data into sequence and groups according to their common characteristics are separating them into different but related parts. Broadly, the data can be classified on the following basis: - On the basis of nature * Qualitative * Quantitative On the basis of collection * Primary data * Secondary data On the basis of setting * Raw data * Process data 18
  • 19. On the basis of size * Micro data * Macro data On the basis of price * Internal data * External data The classification adopted for this study is "primary data" which were gathered from the customers. TABULATION OF DATA The process of tabulation involves combining and totaling of the collected data. It is one of the data in readily comprehensive form and attempts to furnish the maximum information contained in the data in the minimum possible space, without sacrificing the quality and usefulness of the data. In the fact, tabulation is the final step in the collection and compilation of the data and forms the gateway for the further statistical analysis and interpretation. According to professor Bowley, "tabulation is the intermediate process between the accumulations of the data in whatever form. They are obtained, and the final reasons account of the result shown by the statistics'. 19
  • 20. So tabulation means the systematic presentation of the information contained in the data, in row and columns in accordance with some salient features in characteristics. Table may broadly be classified as 1. Simple and Complex tables 2. General Purpose or Special Purpose tables. After tabulation the data must be analyzed. Researcher often uses statistical interpretation, which concentrates or what is average or what deviate from the average. Statistical interpretation shows how widely responses vary, how they are distributed in relation to the variable being measured. The analysis and interpretation of data may lead researcher to accept or reject the hypothesis being selected. 20
  • 21. TABLE: 1.1 1. Table showing or representing the classification of age Age of responding No of Percentage to in years Respondents Total (%) 18-25 12 60% 25-30 5 25% 30-35 1 5% Above 35 2 10% Total 20 100% 12 12 10 8 6 5 4 2 2 1 0 18-25 25-30 30-35 above 35 No of Respondents INTERPRETATION: The above table clearly shows that out of 20 respondents, there are 12 respondents in the age group of 18-25years who comprise 60% of total 21
  • 22. respondents similarly 5 respondents who are in the age group of 25-30 years & their response is 25% and 1 respondents in the age group of 30-35years who comprise 5% & remaining 2 respondents are in the age group of above 35 years who comprise 10% of the total respondents. TABLE: 1.2 2.Table showing or representing the Classification of occupation. Occupation Number of respondents Percentage Business 11 55% Students 1 5% Professionals 6 30% House Wives 2 10% Total 20 100% 11 12 10 8 6 6 4 2 1 2 0 Business Student Professional Housewives 22
  • 23. INTERPRETATION: The above table shows that among 20 respondents 11 respondents comprising 55% are business mans. & 1 respondent comprising 5% are students & 6 respondents comprising 30% are professionals. And the remaining 2 respondents who comprising 10% to the total respondents are doing other work such as house wife‟s etc. TABLE: 1.3 3. Table showing or representing the classification ofmonthly income. Income No of Respondents No of Respondents in % 10,000-20,000 12 60% 20,000-30,000 6 30% Above 30,000 2 10% Total 20 100 Above 30,000 2 20,000-30,000 6 10,000-20,000 12 0 2 4 6 8 10 12 14 23
  • 24. INTERPRETATION: Out of 20 respondents 12 respondents are between 10,000-20,000 salary & who comprising is 60%, & 6 respondents are between 20,000-30,000& comprising is 30%, & 2 respondents of above 30,000 &comprising is 10%. TABLE: 1.4 4. Do you have any Life Insurance? Particular No of respondents Percentage Yes 20 100% No - - 20 100% Total 20 0 Yes No INTERPRETATION: Out of 20 respondents, all the 20 respondents are having Life insurance that comes to 100%. 24
  • 25. TABLE: 1.5 5. If yes? From which Insurance Company? Particulars No. of Respondents Percentage Aviva - - ICICI - - 20 100% Other - - Total 20 100% Nirmal Bang 20 20 18 16 14 12 10 8 6 4 0 0 Aviva 2 ICICI 0 0 Aegon Other INTERPRETATION: From the 20 respondents we have found that the entire 20 customer are using Life Insurance from Nirmal Bang which comes to 100%. 25
  • 26. TABLE: 1.6 6. What kind of Insurance you are using in Nirmal Bang? Particulars No of respondents Percentage Life Insurance 9 45% Health Insurance 5 25% Car Insurance 6 30% None 0 0% Total 20 100% No. of Respondents 9 9 8 7 6 5 4 3 2 1 0 6 5 0 Life Insurance Health Insurance Car Insurance None INTERPRETATION: The above table shows that among 20 respondents the maximum number of respondents i.e. 9 are using life insurance from Nirmal Bang & comprising is 45%.& 5 respondents are using Health insurance from this bank who comprising is 25%. & remaining 6 respondents are using car insurance of this who‟s comprising is 30%. 26
  • 27. TABLE: 1.7 7. When you think of Life Insurance Which Company name comes to your Mind? Particulars No of respondents Percentage Nirmal Bang 20 100% Aviva - ICICI - - Other - - Total 20 100% 20 20 18 16 14 12 10 8 6 4 2 0 0 Aegon religare Aviva 0 0 ICICI Other INTERPRETATION: From the above table we have found that all the 20 respondents are think of Nirmal Bang which comes to 100%. 27
  • 28. TABLE: 1.8 8. Do you prefer Customer care Center to know about any information of L.I.C? Particular No of respondents Percentage Yes 11 55% No 9 45% Total 20 100% 12 No of Respondents 10 8 6 11 9 4 2 0 Yes No INTERPRETATION: From above table Out of 20 respondents 55% of respondents are used service center to know any information of Life insurance. Only 45% are wont use. 28
  • 29. TABLE: 1.9 9. In your opinion the schemes offered by Nirmal Bang are? Response No of Respondents Percentage Poor 3 15% Average 5 25% Very Good 8 40% Excellent 4 20% Total 20 100% 9 8 8 7 6 5 5 4 4 3 2 3 1 0 Poor Average Very Good Excellent No of Respondents INTERPRETATION Out of 20 respondents 3 respondents says that the schemes offering by company is poor which comprising is 15%.& 5 respondents says its average & this comprising is 25%.& 8 respondents says it‟s very good this comes to 40%.& remaining is 4 says excellent &comprising is 20%. 29
  • 30. TABLE: 1.10 10. What made you to choose Nirmal Bang life Insurance? Selection No of Respondents Percentage Attractive Schemes 7 35% Different policies 5 25% Customer Services 5 25% None 3 15% Total 20 100% None 15% Attractive Scheme 35% Customer services 25% Different Policies 25% INTERPRETATION: When it comes to choosing of Life insurance schemes of Nirmal Bang, Out of 20 respondents 7 respondents says because of Attractive schemes who‟s comprising is 35%. & 5 respondents says because of different policies who‟s comprising is 25%. & 5 respondents say it‟s only for customer service & this comes to 25%. & 3 respondents say none of among this who comprises is 15%. 30
  • 31. CHAPTER-5 31
  • 32. SUMMARY OF FINDINGS This study has given an excellent experience the findings what I find in this analysis of the questionnaires what I distributed and collected from the each individual consumers is as follows? It will be very different by comparing between each individual, every person will think that the product should be according to their needs so, by analyzing these we can come to know that the behaviour taste will be different fields and situation. The findings are as follows, 1. 100% of the people are having the life insurance 2. 100% of the customers are using Nirmal Bang company life insurance. 3. 45% of the people are using life insurance & 25% of people are using health insurance & the rest 30% are using car insurance. 4. All the peoples want to use life insurance in Nirmal Bang life insurance. 5. Majority of the customers say that they prefer to service center to know about any information of life insurance. 6. Many of them says that the schemes offered by the Nirmal Bang is very good. 7. From the study we find that majority of customers have chosen Nirmal Bang life insurance because of attractive schemes. 32
  • 33. 8. When it comes to rate this Life insurance Company based on customer service towards staff majority says it‟s good. 9. From the study we find that 85% of respondents are satisfied with this company. 10. 55% of sample size told that it‟s very good to recommend this company to a friend or relative. CONCLUSION Throughout this survey an attempt was made to study the consumer satisfaction towards ulip product of Nirmal Bang life insurance with special reference to Nirmal Bang product. Offer analyzing the entire data collected through the survey we come to be concluded that the majority of consumers always think about their needs. They see company which offering more facilities to them like good schemes, periods of the insurance, & the validity compare to others and the before they going to take policy of that company if the customer is satisfy from all above their needs then only they purchase the product. Finally from this market survey we come to know that Nirmal Bang product is more familiar in the market because of the good policies of the insurance. 33
  • 34. Suggestions And Recommendations This study is aimed at analyzing customer satisfaction with sample of 20 members, which has helped in getting an overall view of customer satisfaction towards ulip product of Nirmal Bang considering different criteria. 34
  • 35. Base on the study following suggestions can be considered 1. If the company offers more policies that will increase the customers. 2. The company should increase the awareness among the customers about the various polices offered by Nirmal Bang through various promotional sources. 3. They should have to provide facilities. 4. They have to increase more service care center to know about information of Life insurance. 5. Sales executives should constantly review the present, the past and the future objectives and there by evaluate their performance. 6. The company people should have to be friendly with their customer. 35
  • 36. CHAPTER-7 36
  • 37. QUESTIONNAIRE Dear Sir/Madam: I Dev Goyal a student of BBM from Jain University Institute Of Management Studies- Bangalore, as a part of a curricular I need to undergo a project for this purpose I need to prepare a questionnaire with respect to my project title “A study on customer satisfaction towards ulip product of Nirmal Bang life insurance” This Project is to be submitted to the Jain University for the award of Bachelors Degree in Business Management. Hence, I request you to kindly spend some time answering this Questionnaire. I assure you that all Information provided by you will be kept confidential & shall be used for academic purpose only. Name: Contact: Age Group: 18-25 25-30 30-35 above 35 Occupation: Business Student Professional House wife Monthly Income: 10,000-20,000 20,000-30,000 above 30,000 37
  • 38. 1. Do you have any Life Insurance? Yes No 2. If yes? From which Insurance company? Aviva ICICI Nirmal Bang other 3. What kind of Insurance you are using in Nirmal Bang? Life Insurance Health Insurance Car Insurance None 4. When you think of Life Insurance which Company name comes to your Mind? Nirmal Bang Aviva ICICI Other 5. Do you prefer Customer care Center to know about any information of Life Insurance? Yes No 6. In your opinion the schemes offered by Nirmal Bang are? Poor Average Very Good Excellent 7. What made you to choose Nirmal Bang life Insurance? Attractive Schemes Different policies Customer Services None 8. How do you rate the Nirmal Bang based on Customer Service towards staff? Excellent Good Average Poor 9. Are you satisfied with Nirmal Bang Life Insurance Company? Yes No 38
  • 39. 10. How likely are you to recommend Our Company to a friend or relative? Would you say the chances are? Excellent Very Good Fair Poor 39
  • 40. CHAPTER-8 TITLE OF AUTHOR NAME OF THE PLACE OF YEAR OF OF THE THE BOOK EDITION PUBLISHER PUBLIC- PUBLIC- ATION ATION Mumbai 2010 Mumbai 2010 BOOK Marketing Appannaia, Management Ramanath Business Appannaia, Research Dr.P.N.Re Methods 6th Himalaya ddy, Publishing House 2nd Himalaya Publishing House Ramanath 40
  • 41. Element Pradeep of 6th Kumar Kedhar Nath Ram Delhi 2007 Delhi 2006 Nath & Co Marketing Managem ent Consumer behavior Leon G. Schiff man 6th Prentice- Hall of India News Papers: 1. Times of India. 2. Economic Times. Web Sites: www.edynamic.net www.aegonreligare.com www.wikipedia.com 41
  • 42. Manuals of the Company Newspapers & Magazine. 42