A study on durable loan in bajaj finserv

INDUS BUSINESS ACADEMY
LAKSHMIPURA, THATAGUNI POST
KANAKAPURA MAIN ROAD
BENGALURU 560 082, INDIA
WWW.IBA.AC.IN
CORPORATE INTERNSHIP PROGRAMME (CIP)
ON
“A STUDY OF CONSUMER DURABLE LOAN IN BAJAJ FINSERV”
In partial fulfilment of the requirement for the Summer Internship during the Post Graduate
Diploma in Management at Indus Business Academy
Submitted by
Lalit Kishor- FPB1618/039
PGDM 2016-18
Mobile: +91 9414-151-996 Email: jlalit61@gmail.com
Indus Business Academy, Bengaluru, India
Under the Guidance of
Prof. Manish Jain Mr. Arjun N
Internal Mentor External Mentor
Indus Business Academy Bajaj Finserv

PGDM 16-18 Corporate Internship Project Lalit Kishor FPB1618/039
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Indus Business Academy, all right reserved
CERTIFICATE
This is to certify that Mr Lalit Kishor (FPB1618/039) is a bona fide student of Indus Business
Academy, Bangalore and is pursuing a PGDM under my guidance, he has submitted his
project entitled "A Study of Consumer Durable Loan in Bajaj Finserv” in partial fulfilment of the
requirement for the Corporate Internship Programmer during the PGDM.
This report has not been previously submitted as part of another degree or diploma of any
other institute or university.
(Prof Manish Jain)
Professor
Indus Business Academy,
Bangalore- 560082

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DECLARATION
I, Lalit Kishor hereby declare that the corporate internship project report entitled “A Study on
Consumer Durable Loan in Bajaj Finserv” submitted in partial fulfilment of requirements for the
degree of Post-Graduate Diploma in Management (PGDM) of Indus Business Academy,
Bangalore is my original work and not submitted anywhere else for award of any
degree/diploma fellowship/any other similar title in any other institute or university.
(Student's Signature)
Name of the Student: Lalit Kishor
Registration No: FPB1618/039
Date: July 20, 2017

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ACKNOWLEDGEMENT
I am using this opportunity to express my gratitude to everyone who supported me throughout
the course of this corporate internship programme. I am thanking for their aspiring guidance,
invaluably constructive criticism and friendly advice during this corporate internship
programmer. I am sincerely grateful to them for sharing their truthful and illuminating views on
a number of issues related to the corporate internship programmer.
I take this opportunity sincere thanks to Prof Manish Jain for offering a unique platform to earn
exposure through project.
I wish to thank my mentor Prof Manish Jain for his guidance and valuable advice throughout
the course of my corporate internship programmer. His guiding, inspiring and clearing doubts
all the way has been through this corporate internship programmer. His constant support has
helped me to understand and gain knowledge about various aspects.
Lalit Kishor
FPB 1618/039
Indus Business Academy
Bangalore

Table of Contents
1. EXECUTIVE SUMMARY .................................................................................................................2
2. COMPANY & INDUSTRY PROFILE..............................................................................................4
2.0 General Information about Company...........................................................................................5
2.1. PESTLE Analysis...........................................................................................................................7
2.2. SWOT Analysis............................................................................................................................10
2.3. Porter Five Forces Analysis .......................................................................................................12
2.4. Product Profile of Organization..................................................................................................14
2.5. Financial Product & Product Launch Journey.........................................................................15
2.6. Financial Performance................................................................................................................19
2.7. Total Use of Sales Force Software: ..........................................................................................20
2.8. Benefits and Features of Durable Loan in BFL.......................................................................22
2.9. Durable Loan Process ................................................................................................................24
2.10. Competitors of Bajaj Finserv in the Durable Market ............................................................26
2.11. EMI Card Franchise ..................................................................................................................28
3. PROBLEM DEFINITION AND KEY RESULT AREA.................................................................30
3.1. Statement of the Problem:..........................................................................................................30
3.2. Objective of study ........................................................................................................................30
3.3. Key Result Area...........................................................................................................................30
3.4. Research Methodology...............................................................................................................31
4. Data Analysis and Interpretation...................................................................................................34
5. FINDINGS, SUGGETION & CONCLUSION...............................................................................55
5.1 Findings..........................................................................................................................................55
5.2 Suggestions...................................................................................................................................55
5.3 Conclusion .....................................................................................................................................56
6. Bibliography .....................................................................................................................................57

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Table of Figures
Figure 1 PESTLE Analysis ......................................................................................................... 7
Figure 2 PESTLE Analysis ......................................................................................................... 7
Figure 3 Product Profile......................................................................................................... 15
Figure 4 Business Journey ..................................................................................................... 18
Figure 5 Bajaj EMI Card ......................................................................................................... 28
Figure 6 Gender Response .................................................................................................... 34
Figure 7.................................................................................................................................. 35
Figure 8.................................................................................................................................. 36
Figure 9.................................................................................................................................. 38
Figure 10................................................................................................................................ 39
Figure 11................................................................................................................................ 41
Figure 12................................................................................................................................ 43
Figure 13................................................................................................................................ 44
Figure 14................................................................................................................................ 46
Figure 15................................................................................................................................ 47
Figure 16................................................................................................................................ 48
Figure 17................................................................................................................................ 49
Figure 18................................................................................................................................ 50
Figure 19................................................................................................................................ 51
Figure 20................................................................................................................................ 52

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Chapter 1
EXECUTIVE SUMMARY

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1. EXECUTIVE SUMMARY
I have taken Finance as a specialization with the title of “A STUDY OF CONSUMER
DURABLE LOAN AT BAJAJ FINSERV” The objective behind this project was to primarily
focus on Modus Operandi of Bajaj Finance for Finance of Consumer Durable products. This
required a fist hand experience in understanding end to end process flow for loans processing
to payment disbursement. Also I discuss about the Bajaj EMI Card, the Bajaj Finserv Lending
Company which is one of the lending company they also make available EMI Card option for
the loan. Bajaj Finance Ltd has only one market sales of Consumer Durable Loan product
provided in EMI based loan.
I also focus on the surrogates required for loan approval, which documents are necessary for
approval of loan. And also to show the SWOT, PESTLE, Porter Five Force analysis of
Company. I have also tried to explain the loan procedure and its approval by enclosing some
case studies. Through this project, I learn how to given a loan on consumer durable product
and how to solve customer difficulties about the documentation. I was dealing with proper
customer, provided them loans by completing their files and getting the approval online form
Bajaj Server called as “Galaxies” Portal. This process helped me to better understand the Loan
procedure of Consumer durable product at Bajaj Finserv Lending.
28 year old non-bank with a demonstrated track record of profitability, focus of consumer, SME
& Commercial lines of business. Strategy is to focus on cross sell, customer experience and
product & process innovation to create a differentiated & profitable business model.
EMI Card (Existing Membership Card) franchise crossed 5.1 mm cards. Credit rating of AAA
from India Ratings.

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Chapter 2
INDUSTRY AND COMPANY PROFILE

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2. COMPANY & INDUSTRY PROFILE
History of Bajaj FinServ Lending
Bajaj Finserv was formed in April 2007 as result of its demerger from Bajaj auto limited to act
as a pure play financial services business. The process of demerger was completed in
February 2008. This demerger was not only to unlock values in the high growth business areas
of Auto, Insurance, Finance sectors and wind power but also to run independently these core
business and to strengthen the competencies.
The wind power project, the stakes in the life and general insurance companies and consumer
finance along with their respective assets and liabilities got vested in Bajaj Finserv Limited. In
addition to that cash and cash equivalent of INR 8000 million was transferred to the company.
The demerger has enabled investors to hold separate focused stock and also facilitate
transparent benchmarking of the companies to their peer in their respective industries.
The constantly changing demographics and dynamics of the Indian economy has led to
creation of various needs of the average Indian customers now demands paper avenues of
channelizing their saving. Financial protection is also desirous of spending more on valuable
goods and services.
At Bajaj Finserv, we operate with a simple philosophy of never setting for good, and always
aiming for great. Our wide and growing portfolio of products across lending, insurance and
wealth advisory bears testimony to this belief.
In September 2010 Bajaj Finserv Limited announced its foray into infrastructure finance, with
the intention to build a complete set of financial services businesses in coming year and share
the Bajaj Finserv Group’s common values of Reliability, Innovation and Efficiency and provide
customers with high quality product and services. (NDTV, 2017)
In 2010 Bajaj Finserv announces new brand identity and new businesses.
In 2012 the company launched 0% interest Lifestyle Finance
 Bajaj Finserv Lending launched online personal loan service
 Flexi saver launches another innovative product for Small and Medium Enterprise customers
 Tie up with CPP India for card protection services
 Bajaj Finserv Ltd. Created the first EMI (Existing Member Identification) card
Bajaj Holding &Investment Ltd. (BHIL) - erstwhile Bajaj Auto Ltd. Was de-merged as per order
dated 18 December 2007 of the Bombay High Court, whereby its manufacturing undertaking
has been transferred to the new Bajaj Auto Limited (BAL) and its strategic business
undertaking consisting of wind farm business and financial services business has been vested

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with Bajaj Finserv ltd. (BFL). All business and properties, assets, investments, and liabilities of
erstwhile Bajaj auto Ltd., other than the manufacturing undertaking and the strategic business
undertaking, now remain with BHIL.
Post-demerger, BHIL holds more than 30% share search in BAL and BFL. Going forward, BHIL
will focus on new business opportunities. BAL and BFS will be able to tap into BHIL’s cash
pool to support future growth opportunities. BHIL by having 30% stake in both BAL and BFL
will benefit from the future growth of these companies.
2.0 General Information about Company
Section
A
General
Information about
the company
1
Corporate
Identification
Number
L65923PN2007PL
C130075
2
Name of the
Company Bajaj Finserv Ltd.
3
Registered address
Bajaj Auto Ltd.
Complex,
Mumbai-Pune
Road, Akurdi,
Pune 411 035
4
Website
www.bajajfinserv.i
n
5
Sector(s) that the
Company is
engaged in
Financial Services
(Investments) and
Windmill
6
Three key
products/services
manufactured/
provided by the
Company
1. Investment
activity (NIC Code
– 6430) 2.Electric
power generation
(NIC Code –
3510)
7
Markets served by
the Company India
Section
B
Financial details of
the Company
1 Paid-up capital 79.57 crore
2 Total turnover 165.00 crore
3 Total profit after tax 70.02 crore
Section
C Other details
1 Does the Company
have any Subsidiary Yes

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Company/
Companies?
2 Do the Subsidiary
Company/Companie
s participate in the
BR initiatives of the
parent company? If
yes, then indicate
the number of such
subsidiary
company(s)
No
3 Do any other
entity/entities (e.g.,
suppliers,
distributors, etc.)
that the Company
does business with,
participate in the BR
initiatives of the
Company? If yes,
then indicate the
percentage of such
entity/entities [Less
than 30%, 30-60%,
More than 60%]
No
Section
D
BR Information
1a Details of Director(s)
responsible for BR
DIN 00014615
Sanjiv Bajaj
Managing Director
1b
Details of the BR
head
DIN 03206811
Name: S
Sreenivasan
Designation: CFO
Telephone
number: (020)
3040 5711
Email ID:
s.sreenivasan@ba
jajfinserv.in (Bajaj
Finserv Lending,
2017)

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2.1. PESTLE Analysis
Incorporating the legal and Environmental dimensions in the model makes it more
comprehensive and gives better results. (F.J, 1967)
+
Figure 1 PESTLE Analysis
Figure 2 PESTLE Analysis
Aim of the analysis:
 Figure out the current external factors affecting an organization.
 Identify the external factors that may change in the future.
PEST
LE
PESTLE

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 Exploit the changes (opportunities) or defend against them (threads) better than
competitors would do
Numerous factors determine and affect the environment of an organization, which should be
identified, understood and analysed by the company so it can achieve optimum performance.
Indeed PESTLE Analysis bifurcate in six category, namely:
 Political
 Economic
 Social
 Technological
 Legal
 Environment
From the PESTLE Analysis we can get whole information about company which is how it can
be used to gain an insight into the environment of an organization, before analyse we should
be understand each factor of PESTLE. Once these environmental factors are identified and
analysed, organizations are in a better position to plan an effective strategy to meet their
objectives and minimize any errors that might be causing a performance-expectation gap.
PESTLE gives an overview of diverse macro-environmental factors that any company should
thoughtfully consider. By perceiving these outside environments, business can maximally
benefit from the opportunities while minimizing the threats to the organization. (Marketing
Management, 2009)
Here is brief expectation of each factor of Bajaj Finance:
POLITICAL:
Political factors refer to the degree of government intervention in the economy. Following
matters are include in political factor which is labour law, consumer protection law, tax policies
etc.
In this political factor GST effect will be influence, so that GST will be applicable for all durable
products, that’s why all electronic product would be effective.
Basically show degree of government intervention in the economy or in the industry. These
are structure, legislation, pressure. Legislation, is further divided in to environment trade,
consumer competition, safety, and employment legislation in an economy.
Economic Factors:
These factors included growth factor, inflation rate, and incomes of the family members,
taxation interest rates, energy, costs trade cycle, and unemployment. It laid easy instalment
rules with less interest rate thus makes more segment people to go for its product products.

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Social Factors:
As the purchasing power of the common has risen in various markets across the world the
purchasing of these transport necessities have gone up.
Purchasing these products prove to be beneficial for the common man as their price levels
are comparably suitable for the common mans pockets.
Processing these products are considered as status symbols in societies.
Technological Factors:
Bajaj finserv lending has invested largely in its schemes research and development field and
thus its consumer durable schemes are friendlier with customers.
One of the most innovative and technologically advancements could be seen in its durable
loan section that gives a great experience to the customers.
Legal Factors:
Bajaj has been in a number of patent cases with players like Durable Loan, and other
product.
The regulations in the country like India are governed by the Ministry of Finance.
Environment Factors:
Physical conditions like environment situation affect the use of automobile in an economy.
Increasing number of customer’s loan are also increase the customers.
Conclusion:
PESTLE Analysis is one of the most comprehensive models to study the effect of various
forces present in the environment and subsequently prepare oneself to exploit the
opportunities and defend against the treats.

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2.2. SWOT Analysis
SWOT, which stands for Strengths, Weakness, Opportunity and Threats, is an analytical
framework that identifies the internal and external factors that are favourable and unfavourable
for a company. Every company has their strengths, weakness, opportunity and threats,
manager or any chairperson first of all they will identify company swot analysis and after that
they will make strategy or planning for future growth of the company. (Journal of Marketing
Theory and Practice , 2001)
Strengths
 Efficient
 Strong Management:- Bajaj Finserv has strong management that’s why company has 80-
85% market share in durable loan
 Size Advantages:-Bajaj Company has good network in India, company has branches not
only in metro city but also in non-metro city also, that’s why company has size advantages.
 Brand Name:-In India there is no need of introduction about Bajaj Finserv, everyone known
Bajaj company that’s what company has strong prestige in market. Through brand name if
any customer has to purchase any product formally customer will leads to Bajaj Finserv for
durable product.
 Technology:-Company has good technology compare to competitor.
 Customer Loyalty:-Every time company gives good service to their customer, so customer
has loyalty towards the Bajaj Finserv.
 Cost Advantages
 Unique Products
Weaknesses
 Outdated Technology:-In this technical life every company using latest technological things
for company while Bajaj using very old technology for work.
 Cost structure:-Cost structure means Bajaj Finserv lending costs are high in comparison
to their competitors. Cost Structure has a significant impact, so an analyst should put more
weight into it. This qualitative factor will lead to an increase in costs.
 Customer Service:-Weak customer service hurts Bajaj Finserv lending’s reputation and
causes customers to flee to competitors, who are more respondent.
 Online Presence:-The online market is essential for displaying information and selling
products. A weak online presence can result in lost opportunities for Bajaj.

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Opportunities
 Good market value:-company has a significant impact, so an analyst should put more
weight into it. Good market value have a long term positive impact on this entity, which
adds to its value.
 Emerging Markets:-Company markets are fast growing regions of the world that enable
Bajaj Finserv to quickly expand.
 New Products:-New product is always helps a company that’s why company always launch
something new which is expand their business and diversity their customer base.
 Innovation:-Greater innovation can help Bajaj Finserv to produce unique products and
services that meet customer’s need.
 New Technological:-New technological helps Bajaj Finserv to better meet their customer’s
needs with new and improved products and services. Technological also competitive
barriers against rivals.
 New Services:-New services help Baja to better meet their customer’s needs. These
services can expand company’s business and diversify their customer base.
Threats
 Intense Competition:-This can lower company’s profit, because competitors can entice
consumers away with superior products
 Change in Tastes:-Consumer can change their tastes very quickly, so company has to
know about customer taste
 Mature Market:-Mature markets are competitive, in order for company has to grow in a
mature market. It has to increase market share, which is difficult and expensive.
 Government Regulation:-Change to government rules and regulations can negatively
affect Bajaj Finserv.
 Bad Economy:-A bad economy can hurt company’s business by decreasing the number of
potential customers.
 Political Risk:-Political can increase company’s risk factors, because government can
quickly change business rules that negatively affect company’s business. Political risk
has a significant impact, so an analyst should put more weight into it. Political risk is
a difficult qualitative factor to overcome, so the investment will have to spend a lot of time
trying to overcome this issue/
 Substitute Products:-An availability of substitute products hurts company’s ability to raise
price, because customers can easily switch to another products or service. (Helms, 2010)

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2.3. Porter Five Forces Analysis
Porter’s Five Forces analysis is a framework to analyse the characteristics that affect
competition within an industry. The analysis is best suited to study industry competition, but it
can also help companies establish a business strategy. Followings are porter five forces
model- (Nhuta, Sept. 2012)
 Bargaining power of suppliers
 Bargaining power of customers
 Threat of substitutes
 Threat of new competitors
 Existing rivalry
Bargaining Power of Suppliers
The bargaining power of suppliers is also described as the market of inputs. Suppliers of raw
materials, components, labour, and services to the firm can be a source of power over the firm
when there are few substitutes. If you are making biscuits and there is only one person who
sells flour, you have no alternative but to buy it from them. Suppliers may refuse to work with
the firm or charge excessively high prices for unique resources.
In durable market there Bajaj Finserv is suppliers, so that whatever company will launch new
schemes, amount of product and EMI schemes that’s thing customer has to accept due
customer doesn’t has any other option.
Bargaining Power of Customers
The bargaining power of customers is also described as the market of outputs: the ability of
customers to put the firm under pressure, which also affects the customer's sensitivity to price
changes. Firms can take measures to reduce buyer power, such as implementing a loyalty
program. The buyer power is high if the buyer has many alternatives. The buyer power is low
if they act independently e.g. If a large number of customers will act with each other and
ask to make prices low the company will have no other choice because of large number
of customers pressure.
In Indian market mostly customer has minimal option to bargaining with Bajaj Finserv. In Indian
market there are only three durables Loan Company, which is Bajaj Finserv Lending, Capital
First (a product of TATA) and HDB. So that most of the Bajaj has market share even customer
also credible towards Bajaj Finserv, due to customers don’t have any other option to bargaining
to switch the company. So that whatever company would decide customers have to accept
them.

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Threats of New Substitute
Threats of new substitutes mean if any new company will comes in the market then existing
company has tremendous loss of grabbing the customers. A live examples is Bajaj v/s Capital
First, in between these company has competition. Where Bajaj Finserv there Capital First is
also there. So customers has bargaining power. Before two-three years one more company
also came in market which is HDB, now more threats for Bajaj Finserv because if customers
will not get good service with Bajaj and Capital First then can go with HDB. Here customers
has substitute option to switch other company.
Threats of New Competitors
It means if any other new company will enter in same market then existing company has loss
and competition will increase. That’s why all three durables company has huge competition.
Existing Rivalry
For most industries the intensity of competitive rivalry is the major determinant of the
competitiveness of the industry.
Major factors of Rivalry:
 Sustainable completive advantages through innovation
 Competition between online and offline companies
 Level of advertisement expense
 Powerful competitive strategy
 Firm concentration ratio
 Degree of transparency

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2.4. Product Profile of Organization
Bajaj Finserv offer various types of loans. Company offer Durables loan, Personal loan, Auto
loan, Business loan etc. but in this project we will discuss only about durables loan. Company
offer Durable Loan for durable product. (Bajaj Finserv Lending , 2017)
Durable product mean that product which is in our day by day life. 0% interest Consumer
Durables Finance is available on a wide range of products and in over 101 cities across India.
Hereunder is an indicative list of products covered under durable products:-
 LED/LCD/CTV
 Washing Machines
 Microwave Ovens
 Refrigerators
 Cameras/Camcorders
 Dishwashers
 Generators
 Cooking Range products
 Dryers
 Laptops / Desktops
 Smart phones
 Air purifiers / Water Purifiers / R.O.
 Music Systems
 Inverters
 Air conditioners
Company providing two types of durable product, that is digital product and non-digital product.
In digital product included mobile, laptop and rest of the products are non-digital product. For
durable products company provides so many EMIs schemes.
Company has need minimal documentation, apart from a few essential documents like PAN
card, driving license, etc. and basic information form, most of the formalities can be completed
while customer are in the store choosing their favourite durable.
For buying durable products customers are eligible for 5 lakh loan amount towards the
customer favourite durable products.
Product Finance: Features and Benefits
Company provides product at minimal down payment, such like Sony & Samsung products
are available at zero down payment.

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Figure 3 Product Profile
2.5. Financial Product & Product Launch Journey
Extended Warranty (EW)
Extended Warranty is crucial part for product, company executive person has responsibility
that they have to ask about extended warranty to the customer, and so that customer’s product
can get more secure life for long time. In that extended warranty covering the cost of
repair/replacement in case of any abrupt damage within a stipulated time.
A few points about EW:
 The policy period, defined as 12 months commencing after expiry of manufacturer’s
product warranty period.
 Sum insured of the insured asset is equal to the invoice price. Maximum claim payment
under the policy is equal to the sum insured.
 Repair service to be performed at authorized service centres only, mentioned under the
service centres section
List of products covered under the EW program are:
 CTV/LCD/LED
 Refrigerator
 Music system
 Handycam
 Washing machine
 Vacuum cleaner
Products
Digital Non-Digital

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 Camera
 Dish washer
 Microwave oven
 Clothe dryer
 Personal computer
 Condenser dryer
 Kitchen appliances
 Home theatre
 iPad
 Laptop
Company provide up to 3 years additional warranty over and above the standard manufacturer
warranty offered on your consumer durable.
Extended Warranty from Bajaj Finserv is an IRDA approved program. EW program has been
launched in partnership with one of the Bajaj group companies Bajaj Allianz general insurance
Ltd.
The fees is decided as per category, invoice price and tenure of the Extended Warranty.
EMI Card
 Bajaj Finserv Lending launched an innovative product for its existing Consumer Durables
Finance customers.
 Through the EMI card, an existing customer can buy any consumer durable by simply
swiping the EMI card across our dealer partner outlets, without the need for any repeated
documentation.
 This is another industry first, leveraging the technology investments the company has
made and is a proof point of our commitment to investing in growing our relationship with
our existing customers.
Credit Card
Credit card is also a part of durables loan because in that customer getting more benefits, if
customer has CIBIL score less than 750 than customer can purchase digital product without
CIBIL score.
Durable Finance

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Visiting a branch or waiting for days to get your loan approved are things of the past with Bajaj
Finserv. Company have in-store representatives present across all 7000+ durable stores to
help you with your loan approval and purchase, that too within minutes.
Asset Care
CPP Asset Care is a unique protection service that provides to customer with a host of exciting
offers and benefits, along with complimentary extended warranty insurance for your valued
appliance.
Following services are covered under asset care:
 Multi-Lingual feature related assistance
 Single call card blocking
 Preventive maintenance service
 F-Secure internet security (for laptop/PC)
 F-Secure SAFE Device Security (for smartphone/tablet)
 Live TV Subscription
 Complimentary Extended Warranty Insurance
In that asset care all types of durable products are covered.

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Product Launch Journey by Bajaj Finserv
Figure 4 Business Journey

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2.6. Financial Performance
Bajaj Finserv Lending is largest consumer durables lender in India in FY2017. With presence
in 318 cities across India and approximately 14100 dealer counters across in the country, it
financed 5.9 purchases in FY2017 versus 4.7 million in FY2016, a growth of about 28%.
Its unique Existing Member Identification (EMI) card, with cards in force of over 6.9 million,
enables customers to avail instant finance after the first purchase. It financed 2.5 million
purchases in FY2017 through EMI card versus 1.5 million in FY 2016, a growth of about 67%
wide geographic presence coupled with a loyal EMI card base provides BFL with an inherent
growth platform.
Over the years BFL has expanded its EMI financing business to digital products and lifestyle
products. It has tie-ups with lending digital product manufactures for its digital products
financing. The company operates through more than 9750 dealers in India for its digital
products financing. It financed approximately 13 million digital product purchases in FY2017
VS 561000 IN FY2016, representing a growth of 132%.
Bajaj Finance Lending has different financing product for salaried, non-salaried and
businessman. Followings are financing products-
 Home Loan
 Loan for Doctors
 EMI Card
 Credit Card
 Durable Finance
 Lifestyle Finance
 Life Care Finance
 Digital Product Finance
 Cloth and Accessories
 Travel and Holiday
 Asset Care
 Insurance
 Extended Warranty
These above following services are provided by Bajaj Finserv Lending but in this list we will
discuss only durable service.
Financial Report of BFL (Durable Loan)

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(rupee
s in
crore)
Particular
FY201
7
FY201
6
%
Chang
e
Total Income 10,003 7,333 36
Interest and
finance charges 3,803 2927 30
Net interest
income 6,200 4,406 41
Salary cost 932 630 48
Sourcing and
credit cost 132 91 45
Dealer incentives 309 290 7
Recovery costs 318 248 28
Loan losses and
provisions 818 543 51
Depreciation 71 56 27
Other expenses 802 583 38
Profit before tax 2,818 1.965 43
Profit after tax 1,837 1,279 44
Earnings Per
Share INR 34.01 24.23 40
Book value per
shares INR 175.73 138.7 27
2.7. Total Use of Sales Force Software:
"Sales force CRM is nothing short of a revolution for our sales fiancé business!”
Rise in transactions from 1500 per day during holiday season to a record 8500 in a single day,
processing one transaction every 4 sacs during peak hour with sales force CRM.
Challenge
 Needed solution with unlimited scalability for end to end new loan underwriting and to
cross sell multiple products on existing customer database

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 Specifically sought ‘best in the business’ to minimize time and resource investment in IT
and allow focus to remain on serving customers
 Wanted high degree of flexibility to accommodate dynamic changes in market place
Solution
 Salesforce.com implementation partner Wipro implemented Sales Force CRM for 300
users in April’09
 Deployed across Call Centre, Sales, Credit and Operations teams
 Implementation cycle, from concept to solution build, of just 3 months
 Integration with Dialler, DE dupe system, Credit Bureau, SMS, and more recently Google
Maps (to access customer locations from within salesforce.com)

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2.8. Benefits and Features of Durable Loan in BFL
In my point of you the Bajaj finance providing good features to the customers. The customers
are fully satisfied with Bajaj Finserv durable loan due to customers are getting EMI benefits.
Features
 The Bajaj finance was offering loans on EMI for consumer durable goods no other finance
can match this features & benefits the Bajaj Finserv Lending has to offer. From the
schemes to quick approvals to minimal documentation, they do everything to make it easy
for you.
 Whether it’s an LCD TV or a split AC, Smart phones, laptops you can get loans for
consumer durable loans ranging from Rs 7,500 to Rs 500,000.
 The customer can get approval for a loan in anywhere between 3 to 15 minutes.
 Pre-approved offers: As our existing privileged customer, you will get special pre-
approved offers from time to time.
 Nil foreclosure charges
 Instant, on the spot approval: you can get instant approval in 3 minute. All you need is
basic documents like a PAN card, Driving license and address proof etc.
Benefits
 The Bajaj Fiserv Lending providing pre-payment facility to the customers they can reduce
their EMI or tenor or both by repaying their loan on time. Customer can prepay up to 6
times in a calendar year at any interval with the minimum amount per prepay transaction
being not less than 3 EMI’s. Also there is no limit on the maximum amount.
 The Bajaj finance providing 0% finance options only with Bajaj Finserv Lending. (select
schemes are interest bearing)
 The Bajaj finance also offer you special flexible repayment options.
2.8.1 EMI Card and Advantages of EMI Card
Bajaj Finserv EMI card is a pre-loaded card with a pre-approved and Consumer Durable &
Lifestyle Product Loan. We can use this card to buy our favourite consumer durable (or lifestyle
products) at any store by simply swiping your card at our partner retail outlet.
Advantages of EMI Card

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 The Bajaj finance providing good opportunity to customers by offering EMI card to the
customers their benefit, customers are getting very good services and it is very useful to
use and it also avoid the ford cases.
 With this card we can come to know that the customer is existing customer for more than
three month.
 For their next purpose of buying products they do not need to bring all the documents which
was given before.
 Now simply Swipe, Sign and Buy any consumer durable or life style product of your choice
with your EMI (Existing Member Identification Card), only from Bajaj Finserv Lending. No
need to gather another set of documents or go through the process of applying for a loan.
 The pre-approved loan amount on our EMI card depends on the loan amount assigned to
BFL at the time of we are taking a Consumer Durable or Lifestyle product loan. This loan
amount varies from Rs. 30,000 to Rs. 5,00,000/-

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2.9. Durable Loan Process
The loan process is simple in Bajaj finance the few steps are to participative by both customer
and Executive.
 First step: The Bajaj executive asks that the customer has any previous loans in the Bajaj
finance or in else any financial companies or the customer is credit card user.
 Second step: The response from the customer with respective to previous loans is gained
by the executive.
 Third step: The executive asks about the necessary documents require in the loan process.
Then the executive explains about their schemes with respective to the products purchasing
by the customer.
A person age should be 23 then he/she can apply for durable loan. This eligibility required for
both salaried and self-employed.
Following document would be required for loan:
 Photo Id Proof
 Residence Proof
 One cancelled cheque in case of ECS
Credit program specific documents (any one of the following)
 Credit card front side photocopy
 Visiting card & Employee Id proof
 Photocopy of RC book (not applicable for vehicles registered after 2004 & commercial
cars
 Bajaj Finserv Lending existing loan repayment
 Loan account number/schedule (subject to not later than 18 month old)
 Latest salary slip
 Latest 3 month bank detail
Fees and Charges
Amount Financed Slab Processing Fees
Up to 15000/- Rs.499/- to Rs.599
Between Rs.15001/- up to
Rs.30,000/-
Rs.599/- to Rs.699
Rs.30,001/- & above Rs.699/- to Rs.799

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Other Charges Amount
Foreclosure Charge NIL
PDC Swapping Rs.500
Bounce Charge Cheque Bounce – Rs.350
per cheque
Late payment penalty – Rs.
150
Scheme Chart for loan approval:
Schemes Description
12/4 It means the 4months payment will be taken as an advance
and remaining payment will be distributed in 8 months.
10/2 It means the 2 months payment will be taken as an advance
and remaining payment will be distributed in 8 months.
and remaining payment will be distributed in 12 months. And it
is long term scheme.
and remaining payment will be distributed in 18 months. And it
also long term scheme.
10/0 It means there is no any advance payment will be taken, all
payment will be distributed in 10 months.

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2.10. Competitors of Bajaj Finserv in the Durable Market
Consumer Durable finance allows you buy household appliances such as LED TV, Laptop,
and Refrigerator etc. on EMI with or without credit card and nowadays it also offers interest
free loan with reasonable processing charges. Durable finance facility has been gaining
popularity in India since the prominent companies pertaining to this finance segment have
come up with ‘No Cost EMI’ options. Earlier, Indian consumers kept themselves away from
durable finance because of high interest rates and processing charges. But now many finance
institutions have shown interest rates and various fees, some companies have been offering
finance schemes wherein interest rates are sub-vented either by the manufacturers or
companies themselves.
In Indian market there are most of the four companies provides durable loan, which is Bajaj
Finserv, Tata Capital Finance, HDFC and, ICICI these companies fulfil every ones fiancé
needs. So that in these companies have competition. Competition always provides benefit
towards the customer. Behind the competition reason it customer doesn’t like any company
then they can switch that company and they can go in other company. All these company has
a large network of branches across the country and it also offers online loan facility.
Bajaj Finserv
Bajaj Finserv has been evolving remarkably n consumer durable fiancé segment. It almost
covers all necessary items that one needs at his /her house. Quick loan approval and low
processing charges making it best choice of consumers. One can visit its authorized outlet or
its website or can download its mobile application to apply for loan. It has companies 12000
partner stores across the country to provide hassle-free loan approval.
ICICI Bank Consumer Durable Loan
ICICI bank offering loan facility to buy durable goods on EMI under personal loan. The bank is
offering finance facility for purchasing household items. But ICICI is not famous that much in
market for durable goods, so that customers have no credible towards ICICI.
Tata Capital Financial Services Limited
It is well-known finance company which has been providing satisfactory financial solutions to
fulfil everyone’s finance needs. TCFSL also provides consumer durable loan for purchasing
household goods or items. It offers a large range of electronic products at on cost EMI. The

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company has a large network of branches across the country and it also offers online loan
facility.
HDFC Bank Consumer Durable Loan
HDFC bank also offering durable loan to consumer. The bank provides loan amount up to the
cost of product for up to 36 month tenor. But this company not famous as much and little bit
processing is also tough.
In that above companies Bajaj Finserv has 70-80% market share and rest of the market share
with remaining companies, because Bajaj has well schemes for consumer. Primarily customer
will give preference to Bajaj than Capital First, HDB and later on ICIC Bank.
2.10.1 Difference between Bajaj Durable Finance and Other Companies Durable
Finance
Bajaj Finance:
 It is very friendly to customers.
 It is providing good financial services to the customers.
 Bajaj Finserv providing 0% interest loan to the customers.
 Bajaj Finserv providing EMI facility for existing customers.
 Simple steps for taking the consumer durable loans
 Spot approval without any delay and verification
 Flexible EMIS are offered to the customers
 Bajaj Finserv offers low down payment to make easy to buy any product
 Bajaj finance is now available any shopping malls in the 62 cities with best performance.
 In Bajaj finance we require CIBIL score minimum 750 by this we can come to know that
he is regular customer
Other Finance:
 In any other finance we can apply for the loan with CIBIL score less than 750 by this they
may face the fraud customers.
 They also go for the verification process and approval may be delayed.
 Loan Approval process is very long.
 They will take more processing fee from the customer.
 The approval time is may be long.

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2.11. EMI Card Franchise
EMI Card
 EMI Card refers to Existing Member Identification Card.
 The EMI card can be used to purchase consumer durables & lifestyle products, by
availing a loan from BFL without any documents.
 Customers simply have to Swipe & Sign to buy using an EMI card.
Key Milestones
 Launch of EMI Card Pilot: May 2011
 1 Lac Transactions Milestone: June 2012
 1 MN Cards Milestone: November 2012
 EMI Card New Design Launch: July 2013
 5 Lac transactions milestone: October 2013
 1.5 MN Cards Delivered Milestone: November 2013
 1.9 MN Cards Delivered Milestone: March 2014
 2.4 MN CIF : Sept 2104
 7 MN : 2016-17
Figure 5 Bajaj EMI Card

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Chapter 3
PROBLEM DEFINITION AND KEY RESULT
AREA

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3. PROBLEM DEFINITION AND KEY RESULT AREA
Project title is “To Study of Loan Procedure of Consumer Durable Product at Bajaj
Finserv Lending”.
3.1. Statement of the Problem:
To what extent management and professional training and financial loan industry use online
service for improve their brand in market and increase the effective of business performance.
Find out an impact of durable loan tools over current business performance in management
and professional training and financial industry.
The intention of the research is to achieve a greater understating of the durable loan.
3.2. Objective of study
1. To study the loan procedure for durable product at Bajaj Finserv.
2. To study the different financial schemes for durable product.
3.3. Key Result Area
Company: Bajaj Finserv Lending (BFL)
Designation: Durable product
Key Role in Company:
 Assist to the customers for getting durable product
 Provides durable loan
 To provides different schemes to getting easily durable product
 Extended Warranty to secure customers product
 Credit insurance in case if customer unable to pay product amount
 Online login to check customers CIBIL score
 Different types of EMI card like Gold, Platinum, and Silver
 Inform customers if there any new schemes

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3.4. Research Methodology
Research methodology makes the most important contribution towards the enrichment of
study. In a research there are numerous methods and procedure to be applied but it is the
nature of the problem under investigation that determines the adoption of a particular method
for all studies. Methods selected should always be appropriate to the problem under
investigation.
3.4.1 Collection of data
 Primary data
3.4.2 Source of the data collection
Data collection means to a purposive gathering of information relevant to the subject matter of
the study from the units under research.
3.4.2.1). Primary data: - objective which is to analyse the effectiveness of durable loan.
To fulfil the objective we need these following data
1. Customer footfall everyday on company website
2. Way to approach company website
3. Time spent on website
4. Satisfaction over durable loan
3.4.2.2). Secondary data: - Secondary data is the data collected by others in
the past and used by others. It may be either being published or unpublished data. It includes
the following:
1. Various publications of central, state and local governments.
2. Various publications of foreign governments or international bodies.
3. Technical and trade journals
4. Books, magazines, and new paper.
5. Reports prepared by research scholars, university economists etc.
3.4.3 Research Design

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3.4.3.1 Sampling:
Sampling method – In order to satisfy the objective of the research these are research
techniques used.
Random Sampling – according to questionnaire those customers who are comes for buying
product from them I have collected information.
Sample Size – Sample size is consist 100, those customer who approached Bajaj for
durable loan. The size of element nearly represent of objective of research.
3.4.4 Tools of data collection
These are following techniques of collection of data given below-
. Questionnaire – It is a structured manner and close ended questions.
Statistical tools used to analyse the data: Excel
3.4.5 Scope of data collection
The samples are pick-upped across the India to carry out research.
The research is restricted to the corporate and professional training sectors.
The research is aimed at studying the implication and effectiveness of durable loan in Indian
company over corporate and professional industry.
The result may be dependent on the psychological state of the respondent while taking
survey.
3.4.6 Limitation:
 This survey result based upon customers responded data in questionnaire.
 To take the loan from the Bajaj finance the CIBIL score must be 750 above not below.
Comparing to other finance their CIBIL score was 650 above. I observed so many
customers Their CIBIL score was 735, and some customers 745 but there are not eligible
for the loan due to the CIBIL score.
 Sometime online EMIs transactions are getting problems for the customers. Because some
technical problems EMI transactions will not happen. This problem effect for customers.
Like cheque Bounces, I observed so many cases are happening on Bajaj finance
This study conduct across management and professional training and financial sector.

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Chapter 4
DATA ANALYSIS AND INTERPRETATION

Page 34 of 57
4. Data Analysis and Interpretation
The data was collected and edited. The data was analysed using MS-Excel. The analysis was
based on the questionnaires that were collected from the customers who were visited the store
and the results were interpreted to generate descriptive and inferential statistics such as the
Z-test, Chi-test.
Figure 6 Gender Response
Interpretation:
According to given above data Female customers were 28 and male customers 72. This data
collected from Pai Electronic Store, who were those customers visited the store for durable
product. 72% male response given because of the mostly male visited the store.
28
72
0 10 20 30 40 50 60 70 80
Female
Male
Number of Response
Gender
Female Male
28 72
Female
Male

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Figure 7
Interpretation:
As per data I got it mostly customers know about schemes and product from advertisement,
38 customers out of 100 have been knew from advertisement. 30% customers knew frequently,
and 21% customers have been knew seldom. From using these data to I come to know
advertisement most of the very helpful for enhance the turnover of the company.
Indeed every customer doesn’t know about durable loan, when any company gives
advertisement then people come to know about product and companies schemes. Sales
company most of the gives advertisement, so that customers could be known about product.
30
38
21
11
0 5 10 15 20 25 30 35 40
Frequently
Often
Seldom
Vary Often
Frequently Often Seldom Vary Often
30 38 21 11
How often do you come across the advertisement of durable
goods?
Frequently
Often
Seldom
Vary Often

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Figure 8
Interpretation:
To study of the data I got it 52% customer come to know from internet about durable loan.
Most of the customers don’t know, what durable loan is? While they know, they can get any
product in instalment. Why customer come to know from internet because every person are
using internet and they are getting whole information from internet.
24% customers know from T.V. Advertisement. Reason behind this every company gives
ads on T.V that’s why all are getting little bit information about company and their schemes.
So that T.V is most popular media source which is provides very fast news to their
customers.
13% customers know about durable loan from outdoor media, this is also very good source for
getting information but this information provides by people, from outdoor media we can get
exact information about product and company also. So that this media source is also very
popular.
52
11
13
24
0 10 20 30 40 50 60
Internet
Newspaper
Outdoor Media
T.V. Advertisement
Internet Newspaper Outdoor Media T.V. Advertisement
Total 52 11 13 24
From which media source you are able to get the information
about durable loan?
Internet
Newspaper
Outdoor Media
T.V. Advertisement

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11% customers come to know from newspaper, here one pathetic reason why newspaper is
not famous for ads this is only 100 customer opinion. Here reason could be like this people are
reading newspaper but as per my experience people should be know from newspaper.

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Figure 9
Interpretation:
As per data information most of the customers are satisfied with Bajaj Finserv. Here reason
behind satisfaction level is that customers are getting whole durable products are getting in
low down payment. While documentation process is also very easy, in that documentation
process customers has to submit PAN card, address proof, one cancel cheque and three
month bank statement. Even loan approval time is also 2-3 minute. That’s why 52% customers
are agree with Bajaj finance.
42% customers are not satisfy with Bajaj finance. These customer could be new or existing.
Why customer are not satisfy with Bajaj Finserv at high level?
Reason behind unsatisfactory is like this in most of the brand company are not giving zero
down payment. This zero payment are available only in SONY and Samsung product, in this
also product amount should be high and customer should be loyal. Another reason is company
calls to the customers regarding to extended warranty after getting product, that’s why
customers are not satisfy with Bajaj Finance.
42
58
No
Yes
0 10 20 30 40 50 60 70
No of Response
No Yes
Total 42 58
Are you satisfied with Bajaj Finance?
No
Yes

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Figure 10
Interpretation:
This is the most important interpretation for this project because in this interpretation whole
matter has been mentioned about durable company that which company is best for durable
loan.
These data has been explaining that customers would like to go for Bajaj Finance regarding to
durable loan, due to this company is very old and customer has also credible towards Bajaj
durable loan. Customers can get easily loan approval, while this is not in other companies.
Most of the durable market shares with Bajaj Finserv.
Even most of the stores are tie up with Bajaj finance while other are not and company are not
charging any interest on any product, so that customer can pay product amount in easy EMI.
With this EMI card customer can purchase lifestyle product and so many things. This is the
exact reason behind go with Bajaj Durable Loan.
49
32
17
2
Bajaj Finserv
Capital First
HDB
ICICI
0 10 20 30 40 50 60
Bajaj Finserv Capital First HDB ICICI
Total 49 32 17 2
In which of the following company with you went for durable
finance?
Bajaj Finserv
Capital First
HDB
ICICI

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32% customers want to go with Capital First, this company is not famous as per Bajaj but in
future it will become competitor for Bajaj Finserv. Capital First approval loan with less than 750
CIBIL score, so that customer can get easy approval.
17% customers want to go with HDB, customer goes in HDB when they are not getting loan
approval in Bajaj and Capital First. Most of the customers don’t want to make any customer
relation with HDB.
Only 2% customer goes in ICIC, which very worst number in market. Due to no impact on
customers.

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Figure 11
Interpretation:
As per mentioned above data we can observed that in huge no of customers want to go with
Bajaj durable loan. Whenever any customer purchase any product with Bajaj finance they are
getting an EMI card. If any customer has this EMI card that mean he/she is existing customer
for Bajaj. Customers are getting this EMI card after completing 3 instalment of product.
Company provides different types of EMIs card, which is gold, silver, and platinum. In every
EMI card has different loan amount. If next time want to buy any product that time customer
has to swipe the EMI card and they will get product.
16% customers want to go with credit card, it means in future they want to purchase any
durable and lifestyle product. Credit card helps there, where customer want to purchase any
digital product like laptop and mobile phone, that time customer has only two option weather
their CIBIL score should be 750 or more, if CIBIL score is not more than 750 then customer
has to pay down payment from credit card. Even Bajaj Company also want that customer has
to pay down payment from credit card because from this matter tie up bank will get interest
from credit card holder. So that credit card is also very helpful in this type of condition.
73
16
5
6
Bajaj EMI Card
Credit Card
None
Salary Slip
0 10 20 30 40 50 60 70 80
Bajaj EMI Card Credit Card None Salary Slip
Total 73 16 5 6
In future if you would like to purchase any product, from the
following to whom will give more preference?
Bajaj EMI Card
Credit Card
None
Salary Slip

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6% customers want to go with salary slip, this is helpful when we are buying first time product.
Those customers who want to purchase with salary slip, then their salary should be more than
15000 then they can leads to ahead for loan approval otherwise not possible with salary slip.

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Figure 12
Interpretation:
A study of above data, actually survey of this question explain, how is their behaviour toward
Bajaj Finserv. 43% customers want to say that they are agree with bajaj finance. Agree means
customers satisfaction level is high and again they would like to purchase product. These
customers are at high level using this EMI card. As per my experience they should be agree
because this card can be used in shopping at any store those who are tie up with Bajaj Finserv.
27% customers are neither agree or disagree means they don’t care about company or
anything more.
43
8
27
22
0 10 20 30 40 50
Agree
Disagree
Neither Agree or Disagree
Stongly Agree
Agree Disagree
Neither Agree or
Disagree
Stongly Agree
Total 43 8 27 22
How is your experience about Bajaj EMI card?
Agree
Disagree
Stongly Agree

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Figure 13
Interpretation:
A study of above data 70% customers response that bajaj finance really provide durable goods
at zero down payment and 30% customers response is bajaj finserv haven’t provide durable
goods at zero down payment.
As per mine internship experience bajaj finserv really provides goods at zero down payment.
Company charge some fees when customer purchase first time a product, that customer has
to pay some processing fees and 350 rupees of EMI card, thus first time customer has to pay
1000 rupees extra.
And those customer who want to purchase apple iPhone and Tablet they have to pay 1000
rupees processing fees and 350 rupees EMI card.
Now I want to explain whole things that really bajaj finance charge any interest or not. Those
customer who want to purchase first time a product it means really they are paying interest
with their product. But this is the hidden interest, which can’t make any idea that really company
charge fees.
First of all bajaj charge 350 rupees for EMI card, which should not be charge from customer,
because every bank in India they are provides free ATM. Let me explain through one practical
example for durable loan:
30
70
No
Yes
0 10 20 30 40 50 60 70 80
No Yes
Total 30 70
Is really Bajaj Finserv provides durable goods with zero percent
interest?
No
Yes

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A customer purchase apple iPhone 4s and product price is 20,000 rupees company charge
1300 rupees extra first time and customer has pay this amount in 9 equal instalment, 3
instalment would be advance as a down payment which is amount is 6667 rupees and rest of
the 6 equal instalment 2222 rupees has pay until 6 month. Actually this instalment is excluding
interest which is customer already paid, in this product customer are paying 9.75% interest
with rest of 6 EMIs.
In this cash 30% of customer’s response is correct and now let me explain how could be 70%
customers response “YES”. In this cash if customer brought any product second time that time
company will not charge any EMI card fees but company can charge processing fees.

Page 46 of 57
Figure 14
Interpretation:
A study of above data which is explain that documentation is crucial part for any financial
transaction, without documentation we can’t transaction anything in term of money or any
money transaction. These document mention really we are customer of that particular
company.
As per above chart 41% customers response is documentation is average. Why these
documentation is average for them?
Because of the some customers are from out of state and out of current city so them as an
address proof is very crucial document and they have to submit this document after that they
can get durable loan approval.
32% customer’s response is documentation is good and 22% customer’s response is
documentation process is excellent, that’s we can observe yes really Bajaj documentation for
durable loan is really excellent.
41
22
32
5
Average
Excellent
Good
Superb
0 5 10 15 20 25 30 35 40 45
Average Excellent Good Superb
Total 41 22 32 5
How is your experience about documentation process in
Bajaj Finserv for durable finance?
Average
Excellent
Good
Superb

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Figure 15
Interpretation:
According to above data which is mentioned how customer want to purchase durable product,
there is two option for buying product which is online and store visit. Customer response is like
this 70% customer would like to purchase from stores and 30% customers would like to
purchase through online.
Those customer who want to purchase product from store visit they have so many benefits
because they can find mistake in product and if any customer will purchase product from store
than customer don’t have to pay delivery charge and through online customer has to pay
delivery charge, while customer can’t get hand to hand product. While this is possible at store
visit.
30
70
Online
Store visit
0 10 20 30 40 50 60 70 80
Online Store visit
Total 30 70
In future, how would you like to purchase consumer durable?
Online
Store visit

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Figure 16
Interpretation:
A study of above data is mention that, is company provide durable product without processing
fees?
As per their response company really provide product without processing fees. And their
response is also 56%. While 44% student response is that company haven’t provide without
processing fees. It could be happen with 44% customers that had been purchased iPhone
because there company charge 1000 rupees processing fees.
Even it could happen that these 44% were new customer that’s why first time company charge
processing fee.
44
56
No
Yes
0 10 20 30 40 50 60
No Yes
Total 44 56
Is company provides durable product without processing fee?
No
Yes

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Figure 17
Interpretation:
A study of above data mention Bajaj Finserv charge processing fees on Apple iPhone, which
is really fact.
90
10
Apple
Other
0 10 20 30 40 50 60 70 80 90 100
Apple Other
Total 90 10
On which product company charge more processing fees?
Apple
Other

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Figure 18
Interpretation:
A study of above data customers response was like this, 39% customer response is CIBIL
score should be 650 and 36% customers response that CIBIL score should be 650.
CIBIL- Credit Information Bureau (India) Limited, commonly known as CIBIL, is India’s credit
bureau.it maintains records of all credit-related activity of individual and company including
loan and credit cards.
6
39
36
10
9
600
650
700
<750
>750
0 5 10 15 20 25 30 35 40 45
600 650 700 <750 >750
Total 6 39 36 10 9
As per your experience, how much should be CIBIL score?
600
650
700
<750
>750

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Figure 19
Interpretation:
As per above data customer has been given rating to bajaj finserv. 49% customers given rating
agree, it means these customers are agree with bajaj finance term and conditions. It could be
happened these customers are loyal with bajaj so that those customers who are loyal bajaj
finance provides them personal loan also.
12% customers are strongly agree and 18% customers are neither agree or disagree, these
customer don’t care about company or anything else.
4% customers are strongly disagree, reason could be behind it customers didn’t get good
service from company.
49
17
18
12
4
0 10 20 30 40 50 60
Agree
Disagree
Strongly Agree
Strongly Disagree
Agree Disagree
Neither Agree
or Disagree
Strongly
Agree
Strongly
Disagree
Total 49 17 18 12 4
How would you like to give rating to Bajaj finance for durable
loan?
Agree
Disagree
Strongly Agree
Strongly Disagree

Page 52 of 57
Figure 20
Interpretation:
To study of above data customers response was like this, company doesn’t provide durable
product in zero down payment.
As per my internship experience in bajaj 51% customers are correct because company doesn’t
provide product in zero down payment. Company provides but that product should be SONY
or Samsung. While company can provide in zero down payment but that product amount
should be more than 50000 rupees.
Company haven’t provide digital product in zero down payment. Every month company launch
new schemes, so that according to their schemes sales executive explain to customers.
51No
Yes
48 48.5 49 49.5 50 50.5 51 51.5
No Yes
Total 51 49
Is company provides product in zero down payment (for
particular brand)?
No
Yes

Page 53 of 57

Page 54 of 57
Chapter 5
FINDINGS, SUGGESTION and
CONCLUSION

Page 55 of 57
5. FINDINGS, SUGGETION & CONCLUSION
5.1 Findings
 Customer Relation is very crucial thing for sales.
 Don’t push the customers for any matter while make tempt on customer so that they
could be agree with company policy.
 Whenever customer purchase such product, make sure document is correct.
 Explanations should be easy so that customers will not fill difficulties.
 Way of elaborate should be easy.
 While paying through credit card, that much amount is blocked from the card. As there is
monthly limit in each card, so it is wise to go for Bajaj Finserv Lending.
 Bajaj Finserv Lending provided loan on consumer durable product to the customer as per
the surrogates.
 Flexible EMI scheme in many products are available. Bajaj Finserv Lending provides
many schemes such as 12/4, 10/2, 18/6, 24/6 etc. Customer can choose any EMI
Scheme option according to their paying capability.
 As per the requirement of finance company for address proof would be required current
place proof, and for ID proof required the valid name of person it shows with the help of
case studies
 In Bajaj Finserv always executive push the customers for Extended Warranty, which is
always make anger to the customers.
 Company provides credit insurance, this insurance would be helpful in term when
customers are not able to pay EMIs amount.
5.2 Suggestions
 There is no awareness about 0% finance scheme to customers. So, Therefore, Bajaj
Finserv should make its customers aware about the 0% finance schemes.
 Customers think that Bajaj Finserv will take some hidden charges from them, if they take
durable loan at 0% from Bajaj Finserv. So the Bajaj Finserv removes the wrong thinking of
customer and to explain in detail loan procedure.
 Bajaj Finserv initially have the system of swiping of EMI card but due to some difficulty
they stopped it, I think Bajaj should work upon this as this can save more time for
customer as well as for Sale Executive and he can serve more non-EMI card user and
convert them into EMI card holder
 My suggestion is please decrease the CIBIL score 750 to 700.
 Give the loan to the city outside customers
 Please do the Marketing.

Page 56 of 57
 Provide more schemes for customers
5.3 Conclusion
The study concludes that the Bajaj finance the strongest finance for the consumer durable
products, and the Bajaj is provides very good schemes for the customers the customers are
very happy with the Bajaj EMI card. Bajaj is gives the good service to the customers Bajaj is
very close with the customers.
There are many organizations in the world which are providing consumer credit services which
are helpful for the financial stability. Financial stability is very important not only for the
businesses but also for the consumers. The businesses as well as the consumers need the
stability regarding the financial matters because without the stability no one could be very
innovative in the longer run.

Page 57 of 57
6. Bibliography
(2001). In V. EK, Journal of Marketing Theory and Practice (pp. 54-68).
(2009). In k. Kotler.P, Marketing Management.
(2017). Bajaj Finserv Lending .
Bajaj Finserv Lending. (2017).
F.J, A. (1967). Scanning the Business Environment.
Helms, M. M. (2010). Exploring SWOT analysis.
NDTV. (2017). bajaj finserv ltd.
Nhuta, D. S. (Sept. 2012). an analysis of the forces.

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