A STUDY ON“CUSTOMER SATISFACTION TOWARDS THE SERVICESPROVIDED BY INDIABULLS”Dissertation submitted in partial fulfillment ...
STUDENT DECLARATIONI, Mr. SATYA PAL a student of Acharya Acadamy of Management StudiesBangalore, hereby declare that this ...
Acharya Academy of ManagementStudies(Recognized by AICTE, Ministry of HRD, New Delhi)#3, LINGADHEERANAHALLI, MAGADI ROAD, ...
Acharya Academy of ManagementStudies (Recognized by AICTE, Ministry of HRD, New Delhi)#3, LINGADHEERANAHALLI, MAGADI ROAD,...
ACKNOWLEDGEMENTI was advised and guided by a lot of persons, during the course of thisproject work, and indeed grateful to...
EXECUTIVE SUMMARYThe report contains the study done at IBFL. The report title is “A study on customersatisfaction towards ...
Acharya Academy of Management Studies Page 7
LIST OF CONTENTSAcharya Academy of Management Studies Page 8SL.NO.CONTENTSPAGE NO.1. CHAPTER 1INTRODUCTION1-42. CHAPTER 2I...
LIST OF TABLESS.NO PARTICULARS PAGE.NO1 The Age Group of Respondents 292 Financial Intuition aware mostly preferred by con...
3 Aware of IBFL in Bangalore 324 Quick service provider 335 IBFL is the best company in Bangalore 346 Inspired to buy the ...
INTRODUCTIONProject Title –“Customer satisfaction towards the services provided by Indiabulls”The purpose of this study is...
The main objective of this report is: To study general profile of the customers To identify major factor influencing cus...
for supplier to retain the customers to enhance repeated purchases and make goodbusiness profits.It is necessarily require...
Department of Banking operations and development, RBI : Bombay observed that therapid expansion of banks activities since ...
Non-Banking Financial Companies (NBFCs)Non-banking financial companies (NBFCs) are fast emerging as an important segment o...
The working and operations of NBFCs are regulated by the Reserve Bank of India (RBI)within the framework of the Reserve Ba...
Public Deposits (Reserve Bank) Directions, 1998, as issued by the bank. Some of theimportant regulations relating to accep...
Now, these NBFCs have been reclassified into three categories:-• Asset Finance Company (AFC)• Investment Company (IC) and•...
INTRODUCTION: -Indiabulls is an INDIAN company headquartered in Gurgaon (NCR Delhi), with itspresence in the Real Estate, ...
Indiabulls Group is one of the countrys leading business houses with business interests inPower, Financial Services, Real ...
Indiabulls groupIndiabulls Group is one of Indias large Business houses. The Group has severalbusinesses which cover a wid...
INDIABULLS GROUP OF COMPANIESIndiabulls Financial ServicesIndiabulls Financial Services Ltd, one of Indias leading non-ban...
Customer care is of utmost importance. At Indiabulls all the customers feel privileged asthey get guidance in all aspects ...
Commercial vehicles loanIndiabulls Commercial Vehicle Loans offers commercial loans to a wide variety ofbusiness owners. T...
Indiabulls Real Estate LimitedIndiabulls Real Estate Limited is a real estate company which does development of"high-end o...
INDIABULLS FINANCIAL SERVIES LTDDATE OFETABLISHMENT2000Revenue 0 ( USD in Millions )Market Cap 61259.0609631 ( Rs. in Mill...
Acharya Academy of Management Studies Page 27
PRODUCT OF INDIABULLS FINANCIAL LMITED (IBFL)Demat AccountThe term "Demat", in India refers to a dematerialized account fo...
determined by fluctuations in the underlying asset. The most common underlying assetsinclude stocks, bonds, commodities, c...
InsuranceInsurance is a form of risk management primarily used to hedge against the risk of acontingent, uncertain loss. I...
Acharya Academy of Management Studies Page 31
Methodology -RESEARCH METHODOLOGY IS A WAY TO SYSTEMATICALLY SOLVE THE RESEARCHPROBLEM. IN IT, STEP-BY-STEP Research Metho...
 CONCLUSIVE RESEARCHEXPLORATORY RESEARCH:IT SEEKS TO DISCOVER NEW RELATIONSHIPS. ALL MARKETING RESEARCH PROJECTSSTART WIT...
4.1 STATEMENT OF PROBLEMThe objective of every company would be ensuring customer satisfaction for thecustomer satisfactio...
loan at negotiable rate of interest within 48 hr. after completing the paper work. So IBFLcustomers are happy.Research pro...
4.6 SOURCES OF DATAPrimary Data: Primary data is the new or fresh data collected from the respondentsthrough direct interv...
Information is gathering through questionnaires from customers of Bangalore.4.9 SAMPLINGSample size = 100Sample unit = Cus...
Acharya Academy of Management Studies Page 38
Tables and Graphs5.1 The Age Group of Respondent.Age Group No. of respondents Percentage %25-35 25 25%35-45 35 35%45 & abo...
which shows that people who are in the middle age go for taking loons more than lowerage group.5.2 A consumer’s awareness ...
Name Total score Weight RankSBI 518 5.18 1SBM 354 3.54 4PNB 248 2.48 5IIFL 127 1.27 6HDFC 358 3.58 3IBFL 470 4.70 2Table: ...
60%40%YesNoGraph 5.3 Aware of IBFLInterpretationFrom the table we can see that out of 100 respondents, 60 % have aware the...
30%35%10%15%5% 5%0%5%10%15%20%25%30%35%40%SBI HDFC IBFL PNB IIFL SBMGraph 5.4 Table showing which company is quick service...
Graph 5.5 IBFL is the best company in Bangalore.InterpretationFrom the above table we can see that out of 100 respondents,...
29%39%8%24%FriendsRelativesNeighborsAdvretisementsGraph 5.6 Inspired to buy the IBFL Loans by.InterpretationFrom the above...
40%60%YesNoGraph 5.7 Regular customers to IBFLInterpretationFrom the above table we can see that out of 100 respondents, 4...
68%32%YesNoGraph 5.8 shows % of customer’s satisfaction of the IBFLInterpretationFrom the above table we can see that out ...
38%60%2% 0%S.AgreeAgreeDisareeS.disagreeGraph 5.9 IBFL provides better services than other company.InterpretationFrom the ...
37%63%0%0%0%S.AgreeAgreeNot decideDisareeS.disagreeGraph 5.10 good word of mouth is more important for companyInterpretati...
Graph 5.11 IBFL interest prices are low.InterpretationFrom the above table we can see that out of 100 respondents, 36% cus...
61%39%YesNo5.12 The IBFL market will spread all over IndiaInterpretationFrom the above table we can see that out of 100 re...
2%44%54%0%0%S.AgreeAgreeNot decideDisareeS.disagreeGraph 5.13 IBFL Company mainly concentrates on loan sector.Interpretati...
61%32%3% 4%Less then 6 Ms6 to 12 Ms1 to 2 YearsMore then 2 YsGraph 5.14 the customer of the IBFL Company sinceInterpretati...
65%35%YesNo5.15 Graph showing % satisfied customers.InterpretationFrom the table we can see that out of 100 respondents, T...
Graph 5.16 IBFL has highest market share in Bangalore, as perconsumer’s opinionInterpretationFrom the table we can see tha...
5.17 Interest rate charged by different institutions at home loanS. No Institutions Rate of percentage %1 SBI 9.95%2 HDFC ...
FINDINGSAcharya Academy of Management Studies Page 57
From the survey it is found that everybody is aware of IBFL• 60% of the respondents were using Home loans and only 26% of ...
SUGGESTIONS:-This Project titled “To find out the factors influencing customer satisfaction towards theservices provided b...
Acharya Academy of Management Studies Page 60
CONCLUSION:-The majority of India’s non financial banks are not very diversified in terms of theproducts and services they...
Acharya Academy of Management Studies Page 62
Questionnaire for Measuring Customer Satisfaction===============================================================Name: Mob....
8. You are the customer of the IBFL Company sincea) Less than 6 months b) 6 to 12 Monthsc) 1 to 2 years d) More than 2 yea...
Acharya Academy of Management Studies Page 65
BIBLIOGRAPHYBOOKS Neli A. Morgan, Eugene W. Anderson, and Vikas Mittal, “Understandingfirms’ Customer Satisfaction Inform...
HTTP://WWW.UKESSAYS.COM/ESSAYS/FINANCE/ANALYSIS-OF-THE-CREDIT-PROCEDURE-AT-INDIABULLS-FINANCE-ESSAY.PHP#IXZZ2UDXNOXRPAchar...
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PROJECT REPORT OF CUSTOMER SATISFACTION TOWARD SERVICES PROVIDED BY INDIABULLS....
2013..BY... SATYA (Acharya Bangalore B-School

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Project report-on-india-bulls- satya

  1. 1. A STUDY ON“CUSTOMER SATISFACTION TOWARDS THE SERVICESPROVIDED BY INDIABULLS”Dissertation submitted in partial fulfillment of the Requirements foraward of the degreeOFPGDMSUBMITTED BY:SATYA PALREG NO. (11PGDM055)UNDER THE GUIDANCE OFINTERNAL GUIDE EXTERNAL GUIDEPROF. BHARATH RAJ SHETTY MR. M. SRIVASTAVA(FACULTY OF AAMS) SR. SALES MANAGER IBFLACHARYA ACADEMY OF MANAGEMENT STUDIES#3, LINGADHEERANHALLI,OFF MAGADI ROAD, BANGALORE-91Acharya Academy of Management Studies Page 1
  2. 2. STUDENT DECLARATIONI, Mr. SATYA PAL a student of Acharya Acadamy of Management StudiesBangalore, hereby declare that this project is the record of authentic work carriedout by me under the super vision of my project guide Prof. BHARATH RAJSHETTY towards the partial fulfillment of requirement for the A.I.C.T.Eapproved P.G.D.M. program. This report has not been submitted to anyother university for the award of and degree/diploma.PLACE: BANGLORE SIGNATURE OF STUDENTDATE: SATYA PALAcharya Academy of Management Studies Page 2
  3. 3. Acharya Academy of ManagementStudies(Recognized by AICTE, Ministry of HRD, New Delhi)#3, LINGADHEERANAHALLI, MAGADI ROAD, BANGALORE-560 091Tel: +91-80-23245515/16/17/18, Fax: +91-8023245519www.acharyaabbs.ac.inCERTIFICATE FROM GUIDEThis is to certify that internship training titled “customer satisfactiontowards the services provided by Indiabulls” carried out by Mr. SATYAPAL has been prepared under my guidance and supervision. The work hasbeen satisfactory and is recommended for consideration towards award ofP.G.D.M. diploma.PLACE: BANGALORE SIGNATURE OF GUIDEDATE: PROF BHARATH RAJ SHETTYAcharya Academy of Management Studies Page 3
  4. 4. Acharya Academy of ManagementStudies (Recognized by AICTE, Ministry of HRD, New Delhi)#3, LINGADHEERANAHALLI, MAGADI ROAD, BANGALORE-560 091Tel: +91-80-23245515/16/17/18, Fax: +91-8023245519www.acharyaabbs.ac.inCERTIFICATEThis is to certify that SATYA PAL, Reg no: 11PGDM055 a student ofAcharya Academy of Management studies during the academic year 2011-2013 has successfully completed the internship training under the guidanceof Prof. BHARATH RAJ SHETTY in partial fulfillment of the requirements forthe award of Post Graduate diploma in Management.PLACE: BANGALORE DIRECTORDATE: AAMSAcharya Academy of Management Studies Page 4
  5. 5. ACKNOWLEDGEMENTI was advised and guided by a lot of persons, during the course of thisproject work, and indeed grateful to all the persons for enabling thesuccessful completion of this project.I am highly indebted and grateful to the Director DR. H.R.VENKATESHA, Acharya Academy of Management Studies, for theirencouragement and support.I am indebted to Prof. BHARATH RAJ SHETTY Faculty of AcharyaAcademy of Management Studies for his valuable advices and kindcooperation, being my guide and motivator.I sincerely thank Mr. M. Srivastava Sr. Sales Manager IBFL, forhis kind cooperation and valuable guidance towards the successfulcompletion of this project work.PLACE: BANGALORE SATYA PALDATE: 11PGDM055Acharya Academy of Management Studies Page 5
  6. 6. EXECUTIVE SUMMARYThe report contains the study done at IBFL. The report title is “A study on customersatisfaction towards the services provided by Indiabulls.”The report gives an overview of the Non banking financial company and companyprofile. And awareness of customers about different types of products and servicesoffered by IBFL. This study was conducted to find out customer satisfaction towards theservices provided by IBFL. The methodology Adopted for the study was through astructured questionnaire, which is targeted to the different persons in Bangalore. For thispurpose sample size of 100 was taken.The data collected from the different persons was analyzed thoroughly and presented inthe Form of charts and tables. IBFL must advertise regularly and create brand value forits Products and services. Most of its competitors like HDFC, SBI, kotak Mahindra andNationalized banks use television advertisements to promote their products. The Indianconsumer has a false perception about private banks – they feel that it would not be safe.Safety and returns are the two main reasons people invest in banks.On the whole IBFL is a good place to work at. The company should try to create,awareness about itself in India. With an improvement in the sales techniques used, a fairbit of Advertising and modifications to the existing product portfolio, IBFL would be allset to capture the banking market in India as it has around the globe.Acharya Academy of Management Studies Page 6
  7. 7. Acharya Academy of Management Studies Page 7
  8. 8. LIST OF CONTENTSAcharya Academy of Management Studies Page 8SL.NO.CONTENTSPAGE NO.1. CHAPTER 1INTRODUCTION1-42. CHAPTER 2INDUSTRY PROFILE5-83. CHAPTER 3COMPANY PROFILE &PRODUCT PROFILE9-204.Chapter 4Research methodology and design21-275.Chapter 5Data analysis and interpretation28-466.Chapter: 6Research Findings & Suggestions47-497.Chapter: 7CONCLUSIONS50-518. Annexure52-549. BIBLIOGRAPHY 55-56
  9. 9. LIST OF TABLESS.NO PARTICULARS PAGE.NO1 The Age Group of Respondents 292 Financial Intuition aware mostly preferred by consumers 30-313 Aware of IBFL in Bangalore 314 Quick service provider 325 IBFL is the best company in Bangalore 336 Inspired to buy the loan from IBFL by 347 Regular customer of IBFL company 358 Satisfied with the services provided by IBFL 369 IBFL provides better services than other company 3710 Good word of mouth is more important for company 3811 IBFL interest prices are low 3912 IBFL market will spared all over the India 4013 IBFL company mainly concentrates on loan sector 4114 The customer of IBFL company since 4215 Customer are satisfied with the after sales service provided byIBFL4316 IBFL has highest market share in south India 4417 Interest rate of loan 46LIST OF GRAPHSS.NO PARTICULARS PAGE.NO1 Indiabulls Financial Services Limited 172 The Age Group of Respondents 29Acharya Academy of Management Studies Page 9
  10. 10. 3 Aware of IBFL in Bangalore 324 Quick service provider 335 IBFL is the best company in Bangalore 346 Inspired to buy the loan from IBFL by 357 Regular customer of IBFL company 368 Satisfied with the services provided by IBFL 379 IBFL provides better services than other company 3810 Good word of mouth is more important for company 3911 IBFL interest prices are low 4012 IBFL market will spared all over the India 4113 IBFL company mainly concentrates on loan sector 4214 The customer of IBFL company since 4315 Customer are satisfied with the after sales serviceprovided by IBFL4416 IBFL has highest market share in south India 4517 The interest rate of percentage 46Acharya Academy of Management Studies Page 10
  11. 11. INTRODUCTIONProject Title –“Customer satisfaction towards the services provided by Indiabulls”The purpose of this study is to know about customer satisfaction and customerawareness and the services provided by the company. The foremost thing is thecompany and its unit profile. Company and its unit’s profile have been generatedto get well familiar with the company.Finally, data was gathered from various departments like Marketing department, Finance& Accounts department, HR department etc. Another work that was being carried outsimultaneously was to know the current policies and system regarding services.Acharya Academy of Management Studies Page 11
  12. 12. The main objective of this report is: To study general profile of the customers To identify major factor influencing customer satisfaction for Indiabulls services To offer few suggestions for increasing customer satisfactionCustomer SatisfactionBusiness always starts and closes with customers and hence the customers must betreated as the King of the market. All the business enhancements, profit, status, image etcof the organization depends on customers. Hence it is important for all the organizationsto meet all the customers’ expectations and identify that they are satisfied customer.Customer satisfaction is the measure of how the needs and responses are collaborated anddelivered to excel customer expectation. It can only be attained if the customer has anoverall good relationship with the supplier. In today’s competitive business marketplace,customer satisfaction is an important performance exponent and basic differentiator ofbusiness strategies. Hence, the more is customer satisfaction; more is the business and thebonding with customer.Customer satisfaction is the overall essence of the impression about the supplier by thecustomers. This impression which a customer makes regarding supplier is the sum totalof all the process he goes through, right from communicating supplier before doing anymarketing to post delivery options and services and managing queries or complaints postdelivery. During this process the customer comes across working environment of variousdepartments and the type of strategies involved in the organization. This helps thecustomer to make strong opinion about the supplier which finally results in satisfaction ordissatisfaction.Customer’s perception on supplier helps the customer choose among the supplier on basisof money value and how well the delivered products suit all the requirements. Thesupplier’s services never diminishes after the delivery as customer seeks high values postmarketing services which could help them use and customize the delivered product moreefficiently. If he is satisfied with the post marketing services then there are good chancesAcharya Academy of Management Studies Page 12
  13. 13. for supplier to retain the customers to enhance repeated purchases and make goodbusiness profits.It is necessarily required for an organization to interact and communicate with customerson a regular basis to increase customer satisfaction. In these interactions andcommunications it is required to learn and determine all individual customer needs andrespond accordingly. Even if the products are identical in competing markets, satisfactionprovides high retention rates. For example, shoppers and retailers are engaged withfrequent shopping and credit cards to gain customer satisfaction, many high end retailersalso provide membership cards and discount benefits on those cards so that the customerremain loyal to them.Higher the satisfaction level, higher is the sentimental attachment of customers with thespecific brand of product and also with the supplier. This helps in making a strong andhealthy customer-supplier bonding. This bonding forces the customer to be tied up withthat particular supplier and chances of defection very less. Hence customer satisfaction isvery important panorama that every supplier should focus on to establish a renouncedposition in the global market and enhance business and profit.Literature Review:-There is growth of home loans after 2001.Ojha (1987) in his paper "modern international caparison of productivity andProfitability of pubic sector banks of India" making Comparison on the basis of peremployee indicators and taking examples of state bank group and Punjab National banknoted that Indian banks are the lowest in all accounts. However such internationalcomparison will not be fair for numbers of reasons. He also mentioned Home loans havean inverse relation with interest rates i.e. when interest rate low the demand of homeloans increase.Narasimham Committee (1991) points out that although the banking system in ourcountry has made rapid progress during the last two decades, there is decline inproductivity and efficiency and erosion of profitability.Acharya Academy of Management Studies Page 13
  14. 14. Department of Banking operations and development, RBI : Bombay observed that therapid expansion of banks activities since 1970 called for a phase of consolidations toimprove the quality of banks operational efficiency, productivity and customer servicesLacour Micheal (2006) there are some problems also attach with these home loans suchas time i.e. filling of application of loan to closing, people have their own specified needsfrom these home loans which are not fulfilling.La courr, Micheal (2007) analysis in his study the factors affected the increase in thelevel of Annual percentages rates (APR) spread reporting during 2005 over 2004. Thethree main factors are changes in lender business practices, changes in the risk profile ofborrowers and changes in the yield curve environment. Growth of home loans is due toincrease of living standard of people, shifting from joint family to nuclear family.Berstain David (2009) examined in his study taken from 2001 to 2008 that in this periodthere is increase use of home loans as compared to private mortgage insurance (PMI).People are going more towards home loans than private mortgage insurance.IHFL provides a very competitive interest rate on home loans as compared to otherbanks.Acharya Academy of Management Studies Page 14
  15. 15. Non-Banking Financial Companies (NBFCs)Non-banking financial companies (NBFCs) are fast emerging as an important segment ofIndian financial system. It is an heterogeneous group of institutions (other thancommercial and co-operative banks) performing financial intermediation in a variety ofways, like accepting deposits, making loans and advances, leasing, hire purchase, etc.They raise funds from the public, directly or indirectly, and lend them to ultimatespenders. They advance loans to the various wholesale and retail traders, small-scaleindustries and self-employed persons. Thus, they have broadened and diversified therange of products and services offered by a financial sector. Gradually, they are beingrecognized as complementary to the banking sector due to their customer-orientedservices; simplified procedures; attractive rates of return on deposits; flexibility andtimeliness in meeting the credit needs of specified sectors; etc.Acharya Academy of Management Studies Page 15
  16. 16. The working and operations of NBFCs are regulated by the Reserve Bank of India (RBI)within the framework of the Reserve Bank of India Act, 1934 (Chapter III B) and thedirections issued by it under the Act. As per the RBI Act, a non-banking financialcompany is defined as:-(i) A financial institution which is a company.(ii) A non banking institution which is a company and which has as its principalbusiness the receiving of deposits, under any scheme of arrangement or in anyother manner, or lending in any manner.(ii) Such other non-banking institution or class of such institutions, as the bank may,with the previous approval of the Central Government and by notification in theOfficial Gazette, SPECIFIES.Under the Act, it is mandatory for a NBFC to get itself registered with the RBI as adeposit taking company. This registration authorizes it to conduct its business as anNBFC. For the registration with the RBI, a company incorporated under the CompaniesAct, 1956 and desirous of commencing business of non-banking financial institution,should have a minimum net owned fund (NOF) of Rs 25 lakh (raised to Rs 200 lakh w.e.fApril 21, 1999). The term NOF means, owned funds (paid-up capital and free reserves,minus accumulated losses, deferred revenue expenditure and other intangible assets) less,(i) investments in shares of subsidiaries/companies in the same group/ all other NBFCs;and (ii) the book value of debentures/bonds/ outstanding loans and advances, includinghire-purchase and lease finance made to, and deposits with, subsidiaries/ companies inthe same group, in excess of 10% of the owned funds.The registration process involves submission of an application by the company in theprescribed format along with the necessary documents for RBIs consideration. If thebank is satisfied that the conditions enumerated in the RBI Act, 1934 are fulfilled, itissues a Certificate of Registration to the company. Only those NBFCs holding a validCertificate of Registration can accept/hold public deposits. The NBFCs accepting publicdeposits should comply with the Non-Banking Financial Companies Acceptance ofAcharya Academy of Management Studies Page 16
  17. 17. Public Deposits (Reserve Bank) Directions, 1998, as issued by the bank. Some of theimportant regulations relating to acceptance of deposits by the NBFCs are:-• They are allowed to accept/renew public deposits for a minimum period of 12months and maximum period of 60 months.• They cannot accept deposits repayable on demand.• They cannot offer interest rates higher than the ceiling rate prescribed by RBIfrom time to time.• They cannot offer gifts/incentives or any other additional benefit to the depositors.• They should have minimum investment grade credit rating.• Their deposits are not insured.• The repayment of deposits by NBFCs is not guaranteed by RBI.The types of NBFCs registered with the RBI are:-• Equipment leasing company:- is any financial institution whose principal businessis that of leasing equipments or financing of such an activity.• Hire-purchase Company:- is any financial intermediary whose principal businessrelates to hire purchase transactions or financing of such transactions.• Loan company:- means any financial institution whose principal business is thatof providing finance, whether by making loans or advances or otherwise for anyactivity other than its own (excluding any equipment leasing or hire-purchasefinance activity).• Investment Company:- is any financial intermediary whose principal business isthat of buying and selling of securities.Acharya Academy of Management Studies Page 17
  18. 18. Now, these NBFCs have been reclassified into three categories:-• Asset Finance Company (AFC)• Investment Company (IC) and• Loan Company (LC). Under this classification, AFC is defined as a financialinstitution whose principal business is that of financing the physical assets whichsupport various productive/economic activities in the country.Acharya Academy of Management Studies Page 18
  19. 19. INTRODUCTION: -Indiabulls is an INDIAN company headquartered in Gurgaon (NCR Delhi), with itspresence in the Real Estate, Infrastructure, Financial Services, SECURITIES, Retail,Multiplex and Power sectors. In middle of 1999, Sameer Gehlaut and his close IIT Delhifriend Rajiv Rattan bought a defunct securities company with a NSE membership andstarted offering brokerage services later joined by their friend Saurabh Mittal. InDecember 1999, the company built one of the first online platforms in India for offeringinternet brokerage services. In mid 2000, Indiabulls Financial Services received venturecapital funding from Mr. LAKSHMI MITTAL & Mr. HARISH FABIAN.Acharya Academy of Management Studies Page 19
  20. 20. Indiabulls Group is one of the countrys leading business houses with business interests inPower, Financial Services, Real Estate and Infrastructure. Indiabulls Group companiesare listed in Indian and overseas financial markets. The Net worth of the Group is Rs16,844 Crore and the total planned capital expenditure of the Group by 2013-14 is Rs35,000 Crore.Indiabulls Power is currently developing Thermal Power Projects with an aggregatecapacity of 5400 MW. The first unit is expected to go on stream in May2012. The networth of Indiabulls Power is Rs 3,919 Crore. The company has a total capital expenditureof Rs 27,500 Crore. The company has been assigned ‘BBB’ rating.Acharya Academy of Management Studies Page 20
  21. 21. Indiabulls groupIndiabulls Group is one of Indias large Business houses. The Group has severalbusinesses which cover a wide spectrum of Real Estate, Financial Services, Securities,Power and Chartered Aviation. Many of the companies are public entities and are listedon Indian stock markets.Indiabulls was conferred the status of a “Business Super brand” by The Brand Council,Super brands India in 2008.Acharya Academy of Management Studies Page 21
  22. 22. INDIABULLS GROUP OF COMPANIESIndiabulls Financial ServicesIndiabulls Financial Services Ltd, one of Indias leading non-banking financial companies(NBFCs) is leading provider of lending and other financial products including homeloans, loans against property, commercial vehicle loans, and commercial credit to primecorporate.Indiabulls Housing Finance Ltd, a SARFAESI notified Housing Finance Company is awholly owned subsidiary of Indiabulls Financial Services Ltd; provides competitivelypriced home loans to both self employed & salaried segment clients. With dedication toserve the customers at maximum possible locations, Indiabulls Financial Services has awide network of 300 branches spread over 110 cities across India. Indiabulls HousingFinance has one of the fastest Home Loan delivery systems in India. Easy & convenientonline access of Indiabulls’ Home Loan account saves time, efforts & money wasted invisiting offices of home loan providers for every single query or requirement. All thesecurity measures for online account access are taken care of at Indiabulls HousingFinance.Indiabulls Home Loans is emerging as the most preferred brand in housing finance.Indiabulls Financial Services has over 3, 00,000 satisfied customers & cumulativedisbursements of loan amount over Rs.60,000 Cr. The company has a net worth of Rs.5,037 Crore with an asset book of Rs 27,521 Crore. Indiabulls believes in forging a deeppersonal bond with each of its valued customers. At Indiabulls Housing Finance,Acharya Academy of Management Studies Page 22
  23. 23. Customer care is of utmost importance. At Indiabulls all the customers feel privileged asthey get guidance in all aspects of home buying such as selecting the suitable property,checking approvals of the project, filing documents, registration of the property, choosingEMI & tenure of their loan to accommodate their financial resources etc. Indiabulls teamalways tries to help customers even going beyond the call of duty.Indiabulls Financial Services enjoys AA+ rating and has one of the lowest leverage andhighest net worth among the peer group. Indiabulls has very stable long term financingfrom leading Indian and international banks and financial institutions. Indiabulls isserving its customers over a decade with passion & commitment.Home loansAt Indiabulls Housing Finance Limited, we support your dream of owning a home. Itbecomes your partners while you lay the foundation of your dream home. It assists you atevery step and ensures that buying your perfect home is a happy and memorableexperience. While owning a house is cherished dream and an achievement, buying ahome requires long-term planning, large investment and responsibility.Indiabulls helps you achieve your dream by providing the best-in-class financial help andservices. While you take this momentous decision, we guide towards everything that isbest for you.As we understand your dreams and goals, we ensure that you receive a safe and securehome loan scheme. Our teams are attentive, careful and always receptive to your needsand feedback. Along with the best rates and schemes from us, multiple incentives ofacquiring a home loan make your dream home a happy realityAcharya Academy of Management Studies Page 23
  24. 24. Commercial vehicles loanIndiabulls Commercial Vehicle Loans offers commercial loans to a wide variety ofbusiness owners. Through simple documentation, we provide easy loans to first timebuyers and fleet operators. We offer quick and easy loans to small and medium operatorswhich help them in acquiring vehicles with minimum hassles and documentation. Wecustomize financing options to suit your needs. Our priority is to help you finduncomplicated answers to your financial concerns. With our thorough knowledge of themarket and long association with transporters, we assist you as you plan your purchase.We support our easy to understand finance schemes with quick completion oftransactions to help you proceed with your plans swiftly. At every step, we assure you aquick, transparent and hassle-free deal.Loan against propertyIndiabulls Financial Services understands how difficult it is to choose between youraspirations to become successful entrepreneur & your personal priorities.Indiabulls Loan against Property will take care of your financial needs while you canconcentrate on your business plan. Indiabulls Loan Against Property will guide you tounderstand the hidden value of your residential or commercial property so that your smallor medium sized enterprise need not feel the crunch of working capital.Indiabulls Loan against Property can also help you to fund your other working capitalneeds such as business expansion.This loan can be as high as 65% of the market value of your property and is available toSmall to mid-sized businesses, Partnership firms and Private Ltd or closely heldcompanies.Acharya Academy of Management Studies Page 24
  25. 25. Indiabulls Real Estate LimitedIndiabulls Real Estate Limited is a real estate company which does development of"high-end office and commercial complexes, premium residential developments, megatownships, retail spaces, hotel and resorts, state of the art special economic zones andinfrastructure development".Indiabulls Real Estate is one of the largest real estate company in India with developmentprojects spread across high-end office and commercial complexes, premium residentialdevelopments, mega townships, retail spaces, hotel and resorts, state of the art specialeconomic zones and infrastructure development. It has 31 ongoing projects totaling 71.55million square feet, 2551 acres of SEZ development and additional land bank of 836acres. Each project bears a stamp of thoughtful solutions and highest quality. Thecompany has partnered with specialists from India and abroad working on various aspectsincluding design, landscaping, engineering and structural strength of each of thedevelopments.It further employs most advanced construction equipments and technologies thatguarantees on time delivery like advanced jump start technology, advanced logistics andvertical transportation systems, wind tunnel engineering as also international qualityconstruction grade steel and the highest strength M70 and M80 concrete. The companyhas more than 90% of its portfolio in Mumbai, Delhi (NCR) and Chennai markets withRs. 4,000 crore of land bought through government auctions.The main focus of Indiabulls Real Estate is construction and development of properties,project management, investment advisory and construction services. Indiabulls RealEstate has delivered a record 3.3 million sq ft developed space valued at $ 1.75 billion(within 4 years of inception). This is fastest and largest delivery in value terms by anyIndian real estate developer in the same time period. It has partnered with FarallonCapital Management LLC of USA to bring the first FDI into real estate in the country, islisted on the Mumbai, Luxembourg and Singapore Stock Exchange and has beenassigned A+ rating.Acharya Academy of Management Studies Page 25
  26. 26. INDIABULLS FINANCIAL SERVIES LTDDATE OFETABLISHMENT2000Revenue 0 ( USD in Millions )Market Cap 61259.0609631 ( Rs. in Millions )Corporate Address F-60 Malhotra Building,2nd Floor Connaught Place , NewDelhi-110001,DelhiWWW.INDIABULLS.COMManagement Details Chairperson–Sameer GehlautMD-Directors- Aishwarya Katoch, Amit Jain, Gagan Banga,Karan Singh, Prem Prakash Mirdha, Rajiv Rattan, SameerGehlaut, Saurabh K Mittal, Shamsher Singh AhlawatBusiness Operation Finance – NBFCBackground Indiabullls Financial services is part of the diversified IndiabullsGroup. It is a financial services powerhouse that providesconsumer finance, housing finance, commercial loans, lifeinsurance, asset management and advisory services.Indiabulls Financial Services has a wide network of 170branches spread over 87 cities across India. Indiabulls HousingFinance has one of the fastest Home Loan.Financials Total Income - Rs. 29900.175708 Million ( year endingMar 2012)Net Profit - Rs. Million ( year ending Mar 2012)Company Secretary Amit JainIndiabulls Financial Services LimitedAcharya Academy of Management Studies Page 26
  27. 27. Acharya Academy of Management Studies Page 27
  28. 28. PRODUCT OF INDIABULLS FINANCIAL LMITED (IBFL)Demat AccountThe term "Demat", in India refers to a dematerialized account for individual Indiancitizens to trade in listed stocks or debentures in electronic form rather than paper, asrequired for investors by the Securities and Exchange Board of India (SEBI). In a demataccount, shares and securities are held electronically instead of the investor takingphysical possession of certificates. A demat account is opened by the investor whileregistering with an investment broker (or sub-broker). The demat account number isquoted for all transactions to enable electronic settlements of trades to take place.Access to the demat account requires an internet password and a transaction password.Transfers or purchases of securities can then be initiated. Purchases and sales of securitieson the demat account are automatically made once transactions are confirmed andcompleted.Trading AccountAn account similar to a traditional bank account, holding cash and securities, and isadministered by an investment dealer. An account held at a financial institution andadministered by an investment dealer that the account holder uses to employ a tradingstrategy rather than a buy-and-hold investment strategy.DerivativeA security whose price is dependent upon or derived from one or more underlying assetsthe derivative itself is merely a contract between two or more parties. Its value isAcharya Academy of Management Studies Page 28
  29. 29. determined by fluctuations in the underlying asset. The most common underlying assetsinclude stocks, bonds, commodities, currencies, interest rates and market indexes. Mostderivatives are characterized by high leverage.Commodity TradingAn individual or a firm, registered with the Commodity Futures Trading Commission thatreceives compensation for giving people advice on options, futures and the actual tradingof managed futures accounts. Registration for CTAs is done through the National FuturesAssociation, a self-regulated organization responsible for reviewing and acceptingregistrationInitial Public Offering - IPOThe first sale of stock by a private company to the public. IPOs are often issued bysmaller, younger companies seeking the capital to expand, but can also be done by largeprivately owned companies looking to become publicly traded. In an IPO, the issuerobtains the assistance of an underwriting firm, which helps it determine what type ofsecurity to issue (common or preferred), the best offering price and the time to bring it tomarket.MortgageA debt instrument that is secured by the collateral of specified real estate propertyand that the borrower is obliged to pay back with a predetermined set of payments.Mortgages are used by individuals and businesses to make large purchases of real estatewithout paying the entire value of the purchase up front. Mortgages are also known as"liens against property" or "claims on property."Acharya Academy of Management Studies Page 29
  30. 30. InsuranceInsurance is a form of risk management primarily used to hedge against the risk of acontingent, uncertain loss. Insurance is defined as the equitable transfer of the risk of aloss, from one entity to another, in exchange for payment. An insurer, or insurancecarrier, is a company selling the insurance; the insured, or policyholder, is the person orentity buying the insurance policy. The amount to be charged for a certain amount ofinsurance coverage is called the premium. Risk management the practice of appraisingand controlling risk, has evolved as a discrete field of study and practice.The transaction involves the insured assuming a guaranteed and known relatively smallloss in the form of payment to the insurer in exchange for the insurers promise tocompensate (indemnify) the insured in the case of a financial (personal) loss. The insuredreceives a contract, called the insurance policy, which details the conditions andcircumstances under which the insured will be financially compensated.Acharya Academy of Management Studies Page 30
  31. 31. Acharya Academy of Management Studies Page 31
  32. 32. Methodology -RESEARCH METHODOLOGY IS A WAY TO SYSTEMATICALLY SOLVE THE RESEARCHPROBLEM. IN IT, STEP-BY-STEP Research Methodology is a way to systematically solvethe research problem. In it, step-by-step methods are followed to solve a particularproblem. It refers to a search for knowledge. It can also be defined as a scientific andsystematic search for pertinent information on a specific topic. In fact, research is an artof scientific investigation.The methodology adopted for the present study was focus discussion, interview and closeobservation through in-house study. Since the project is based on action research it wasnecessary to build rapport to collect maximum information from the Client. Hence theresearch spent considerable time with the people who reside in nearby encompassing city.The main focus was to do with the assessing the satisfaction level of customer andexplore the possibility of more sound arrangement of disseminating outlook informationsystem.MARKET RESEARCHMARKET RESEARCH IS THE FUNCTION WHICH LIKES THE CONSUMERS, CUSTOMERS &PUBLIC THE MARKETER THROUGH INFORMATION WHICH IS USED TO IDENTIFY & DEFINEMARKET OPPORTUNITIES & PROBLEMS, GENERATE, REFINE & EVALUATE MARKETACTION; MONITOR MARKET PERFORMANCES & IMPROVE UNDERSTANDING OFMARKETING AS A PROCESS.TYPES OF MARKET RESEARCHON THE BASIS OF FUNDAMENTAL OBJECTIVES OF THE RESEARCH, MARKET RESEARCHPROJECTS ARE CLASSIFIED INTO TWO BRANCHES: EXPLORATORY RESEARCHAcharya Academy of Management Studies Page 32
  33. 33.  CONCLUSIVE RESEARCHEXPLORATORY RESEARCH:IT SEEKS TO DISCOVER NEW RELATIONSHIPS. ALL MARKETING RESEARCH PROJECTSSTART WITH IT. THIS IS A PRELIMINARY PHASE & IS ABSOLUTELY ESSENTIAL IN ORDERTO OBTAIN A PROPER DEFINITION OF PROBLEMS AT HAND. THE MAJOR EMPHASIS IS ONTHE DISCOVERY OF IDEAS & INSIGHT.Exploratory research looks for hypothesis in well-established fields of study. Hypothesisusually comes from ideas developed in previous researches or are delivered from theory.Hypothesis is tentative answer to the question that serves as guide for most of theresearch projects.CONCLUSIVE RESEARCH:Conclusive research provides information that helps the executive so that he can make arational decision. This study has done well while attempting to arrive at a more cleardescription of an apparent problem.Acharya Academy of Management Studies Page 33
  34. 34. 4.1 STATEMENT OF PROBLEMThe objective of every company would be ensuring customer satisfaction for thecustomer satisfaction would create loyal customers. Measuring customer satisfaction isalways a challenge, as customer either would not disclose or sometimes do not assesstheir satisfaction level clearly. Many times the customer can not specify the reasons forhis satisfaction.4.2 NEED FOR THE STUDYINDIABULLS FINANCIAL LIMITED believes in satisfactory delivery of servicequality to the customer, but due to unknown reasons that the customer satisfactionanalyzed by the company is not up to the make. Intends to find out the causes andremedies for the low customer satisfaction4.3 OBJECTIVES OF THE STUDYThe following are the objectives of the study: To know the customer satisfaction regarding IBFL To study general profile of the customers. To identify major factor influencing customer satisfaction for Indiabulls services. To offer few suggestions for increasing customer satisfaction.4.4 RESEARCH METHODOLOGY“Research is a systematized effort to gain new knowledge”. In this project work I choosethe exploratory research method to explore the customer’s mind to know theirpreferences & expectations about the financial institutions. After the collection of data Idid analyzed & interpreted the data, and, found that IBFL is a best company inBangalore. Because they are quick service provider, less paper work, and sanction theAcharya Academy of Management Studies Page 34
  35. 35. loan at negotiable rate of interest within 48 hr. after completing the paper work. So IBFLcustomers are happy.Research process:4.5. Sampling Plan and sample size:(i) It is proposed to consider potential and existing customers in an aroundBangalore city(ii) Sample size: 100 numbers of customers. IBFL & othersAcharya Academy of Management Studies Page 35
  36. 36. 4.6 SOURCES OF DATAPrimary Data: Primary data is the new or fresh data collected from the respondentsthrough direct interview using a pre-structured questionnaire.Primary data is collected, through questionnaire and survey of 100 numbers ofrespondents of IBFL & others with 25 to 50 years age group, residing in Bangalore city.Secondary data: Secondary data is obtained from published sources, includingliterature, industry profile, and databases of the company. Internet sources and publishedbooks.4.7 SCOPE OF THE STUDYThe scope of the study is to find out the customer satisfaction with reference to loans.The study covers the different aspects of customer satisfaction.This has been conducted in Bangalore. Data have been collected from customer by apersonal interview. The researcher took 3 weeks to study the entire customers’perception.4.8 QUESTIONNAIRE DESIGNQuestionnaire Design is prepared on the basis of the following parameters.• Customers satisfaction• Customer AwarenessQUESTIONNAIRE ADMINISTRATIONAcharya Academy of Management Studies Page 36
  37. 37. Information is gathering through questionnaires from customers of Bangalore.4.9 SAMPLINGSample size = 100Sample unit = Customers of IBFL & others.4.10 STATISTICAL TOOLSFor data analysis statistical tools used are simple percentage and pie & column chart.4.10 LIMITATION OF THE STUDY:1. The study confined to the Bangalore City.2. The time spent was limited due to which the exhaustive study could not beconducted.3. Information collected is based on the degree of brand awareness among customerAcharya Academy of Management Studies Page 37
  38. 38. Acharya Academy of Management Studies Page 38
  39. 39. Tables and Graphs5.1 The Age Group of Respondent.Age Group No. of respondents Percentage %25-35 25 25%35-45 35 35%45 & above 40 40%Total 100 100%5.1 Table showing the Age Group of Respondent40.00%35.00%25.00%0.00%5.00%10.00%15.00%20.00%25.00%30.00%35.00%40.00%45.00%25-35 35-45 45 & above5.1 Graph Showing Age Group of RespondentsInterpretationFrom the above table it was found that majority of the respondent i.e. 40% of therespondent are in the age of 45 & above, 35% of the respondents are in the age of 35-45,& 25% of the respondents are in the age of 25-35. So, age group of 45 & above is moreAcharya Academy of Management Studies Page 39
  40. 40. which shows that people who are in the middle age go for taking loons more than lowerage group.5.2 A consumer’s awareness towards financial institutionsTable 5.2(a): showing the respondents rating for quantities of Brandawareness mostly preferred by consumers (Here P1,P2…..P6 is places ofBangalore)For the table weighted arithmetic mean method has been followed under Score methodpoints. For each and every priority points are allotted.Total score SBI = (58*6)+(9*5)+ (26*4)+(7*3) =518Total score SBM=(2*6)+(30*5)+(4*4)+(36*3)+(23*2)+(4*1) =354Total score PNB = (2*6) + (3*5)+(8*4)+(21*3)+(60*2)+(6*1) =248Total score IIFL =(2*6)+0+0+(2*3)+(13*2)+(83*1)=127Total score HDFC =(3*6)+(24*5)+(27*4)+(30*3)+(6*2)+(10*1)=358Total score IBFL=(31*6)+(3*5)+(22*4)+(7*3)+(3*2)+(4*1)=470Acharya Academy of Management Studies Page 40P1 P2 P3 P4 P5 P6SBI 58 9 26 7 - -SBM 3 30 4 36 23 4PNB 2 3 8 21 60 6IIFL 2 - - 2 13 83HDFC 3 24 27 30 6 10IBFL 31 33 29 - 3 4Score =No .of respondents *points
  41. 41. Name Total score Weight RankSBI 518 5.18 1SBM 354 3.54 4PNB 248 2.48 5IIFL 127 1.27 6HDFC 358 3.58 3IBFL 470 4.70 2Table: 5.2(b) showing respondent’s priority on SBI, SBM, PNB, IIFL,HDFC,IBFL.InterpretationFrom the table we can see that SBI got first rank, IBFL second rank, third rank is HDFC,fourth is SBM fifth is PNB and sixth rank is IIFL for dimension “Mostly preferred byconsumers”. It is observed that SBI, is most popular brand as a financial institutions,second is IBFL5.3 Aware of IBFL in Bangalore.Decision No of Respondents PercentagesYes 60 60%No 40 40%Total 100 100%Table 5.3 Aware of IBFLAcharya Academy of Management Studies Page 41Weight = Total score/No. of Respondents
  42. 42. 60%40%YesNoGraph 5.3 Aware of IBFLInterpretationFrom the table we can see that out of 100 respondents, 60 % have aware the IBFL inBangalore.5.4 Which company is quick Service provider?Company No. of Respondent Percentage %SBI 10 10%HDFC 35 35%IBFL 30 30%PNB 15 15%IIFL 5 5%SBM 5 5%Total 100 100%Table 5.5 Table showing that which company is quick loan providerAcharya Academy of Management Studies Page 42
  43. 43. 30%35%10%15%5% 5%0%5%10%15%20%25%30%35%40%SBI HDFC IBFL PNB IIFL SBMGraph 5.4 Table showing which company is quick service providerInterpretationFrom the table we can see that out of 100 respondent 35 % respondent says HDFC quickservice provider company & 30 % says IBFL, 10 % says SBI , 15 % says PNB, 5% saysSBM and 5% says IIFL is quick service provider company.5.5 IBFL is the best company in Bangalore.Decision No of respondents PercentagesS.Agree 39 39%Agree 33 33%Not decide 0 0%Disagree 28 28%S.disagree 0 0%Total 100 100%Table 5.5 IBFL is the best company in Bangalore.Acharya Academy of Management Studies Page 43
  44. 44. Graph 5.5 IBFL is the best company in Bangalore.InterpretationFrom the above table we can see that out of 100 respondents, 39 % customers havestrongly agreed that the IBFL is best company in a Bangalore while 33 % have agreed,28% of disagreed. IBFL is popular, if we add, strongly agree & agree responses; then72% of the respondents are happy about the company however, 28% are still are notsatisfied & company should take steps to improve.5.6 Inspired to buy the IBFL loan byDecision Responses No of respondents PercentagesFriends 29 100 29%Relatives 39 100 39%Neighbors 8 100 8%Advertisements 24 100 24%Total 100 100%Table 5.6 Inspired to buy the IBFL Loans by.Acharya Academy of Management Studies Page 4439%33%0%28%0%S.AgreeAgreeNot decideDisagreeS.disagree
  45. 45. 29%39%8%24%FriendsRelativesNeighborsAdvretisementsGraph 5.6 Inspired to buy the IBFL Loans by.InterpretationFrom the above table we can see that out of 100 respondents, 29% customers haveinspired to buy the IBFL loans through friends, 39% have relatives, 8% have neighborsand 24% have advertisements.5.7 Regular customer to IBFL CompanyDecision No of respondents PercentagesYes 40 40%No 60 60%Total 100 100%Table 5.7 Regular customers to IBFLAcharya Academy of Management Studies Page 45
  46. 46. 40%60%YesNoGraph 5.7 Regular customers to IBFLInterpretationFrom the above table we can see that out of 100 respondents, 40 % of the people areregular customers and 60% people are not regular customers to the IBFL.5.8 Are you satisfied with the services provided by IBFL?Decision No of respondents PercentagesYes 68 68%No 32 32%Total 100 100%Table 5.8 Show customer’s satisfaction of the IBFLAcharya Academy of Management Studies Page 46
  47. 47. 68%32%YesNoGraph 5.8 shows % of customer’s satisfaction of the IBFLInterpretationFrom the above table we can see that out of 100 respondents, the 68% customers aresatisfied to services of IBFL 32% customers not satisfied.5.9 IBFL provides better services than other company.Decision No of respondents PercentagesS.Agree 38 38%Agree 60 60%Disagree 2 2%S.disagree 0 0%Total 100 100%Table 5.9 IBFL provides better services than other company.Acharya Academy of Management Studies Page 47
  48. 48. 38%60%2% 0%S.AgreeAgreeDisareeS.disagreeGraph 5.9 IBFL provides better services than other company.InterpretationFrom the table we can see that out of 100 respondents, Company provides better servicesthan other company. 38% customers have strongly agreed while 60% customers haveagreed and 2 % have disagreed.5.10 Good word of mouth is more important for company.Decision No of respondents PercentagesS.Agree 37 37%Agree 63 63%Not decide 0 0%Disagree 0 0%S.disagree 0 0%Total 100 100%Table 5.10 good word of mouth is more important for companyAcharya Academy of Management Studies Page 48
  49. 49. 37%63%0%0%0%S.AgreeAgreeNot decideDisareeS.disagreeGraph 5.10 good word of mouth is more important for companyInterpretationFrom the above table we can see that out of 100 respondents, good word of mouth ismore important for company 37% have strongly agreed and 63% have agreed.5.11 IBFL interest prices are lowDecision No of respondents PercentagesS.Agree 36 36%Agree 63 63%Not decide 1 1%Disagree 0 0%S.disagree 0 0%Total 100 100%5.11 IBFL interest prices are low.Acharya Academy of Management Studies Page 49
  50. 50. Graph 5.11 IBFL interest prices are low.InterpretationFrom the above table we can see that out of 100 respondents, 36% customers havestrongly agreed the IBFL interest prices are low, 63% have agreed and 1% has notdecided.5.12 The IBFL market will grow all over IndiaDecision No of respondents PercentagesYes 61 61%No 39 39%Total 100 100%5.12 The IBFL market will spread all over IndiaAcharya Academy of Management Studies Page 5036%63%1%0%0%S.AgreeAgreeNot decideDisagreeS.disagree
  51. 51. 61%39%YesNo5.12 The IBFL market will spread all over IndiaInterpretationFrom the above table we can see that out of 100 respondents, 61% customers have yesthe IBFL market will spread all over India and 39% customers have no.5.13 IBFL Company mainly concentrates on loan sector.Decision No of respondents PercentagesS.Agree 2 2%Agree 44 44%Not decide 54 54%Disagree 0 0%S.disagree 0 0%Total 100 100%Table 5.13 IBFL Company mainly concentrates on loan sector.Acharya Academy of Management Studies Page 51
  52. 52. 2%44%54%0%0%S.AgreeAgreeNot decideDisareeS.disagreeGraph 5.13 IBFL Company mainly concentrates on loan sector.InterpretationFrom the above table we can see that out of 100 respondents, 2% have strongly agreedthat the IBFL company mainly concentrates on loan sector, while 44% have agreed and54% have not decided.5.14 The customer of the IBFL Company since.DecisionNo ofrespondents PercentagesLess than 6 Months 61 61%6 to 12 Months 32 32%1 to 2 Years 3 3%More than 2 Years 4 4%Total 100 100%Table 5.14 The customer of the IBFL company since.Acharya Academy of Management Studies Page 52
  53. 53. 61%32%3% 4%Less then 6 Ms6 to 12 Ms1 to 2 YearsMore then 2 YsGraph 5.14 the customer of the IBFL Company sinceInterpretationFrom the table we can see that out of 100 respondents, The customer of the IBFLcompany since.61 % are customers of IBFL company less than 6 month while 32% aresince 6- 12 months , 3% 1to 2 years and 4% are since more than 2 years.5.15. Customers are satisfied with the after sales service provided byIBFLDecision No of respondents Percentage %Yes 65 65%No 35 35%Total 100 100%5.14 Table shows % of satisfied & unsatisfied customersAcharya Academy of Management Studies Page 53
  54. 54. 65%35%YesNo5.15 Graph showing % satisfied customers.InterpretationFrom the table we can see that out of 100 respondents, The customer of the IBFLcompany,.65 % Customers are satisfied with the after sales service provided by IBFL35% customer not satisfied.5.16. IBFL has highest market share in Bangalore(as per consumer’s opinion)Decision No of respondents PercentagesS.Agree 10 10%Agree 62 62%Not decide 28 28%Disagree 0 0%S.disagree 0 0%Total 100 100%Table 5.15 IBFL has highest market share in BangaloreAcharya Academy of Management Studies Page 54
  55. 55. Graph 5.16 IBFL has highest market share in Bangalore, as perconsumer’s opinionInterpretationFrom the table we can see that out of 100 respondents, 10 % have strongly agreed thatIBFL has highest market share in Bangalore while 62% have agreed, and 28 % said that,they can’t decide.Acharya Academy of Management Studies Page 5510%62%28%0%0%S.AgreeAgreeNot decideDisagreeS.disagree
  56. 56. 5.17 Interest rate charged by different institutions at home loanS. No Institutions Rate of percentage %1 SBI 9.95%2 HDFC 10.15%3 IBFL 10.25%4 PNB 10.50%5 SBM 10.50%6 IIFL 11.50%5.17 Table shows interest rate by different institutions9.95%10.15%10.25%10.50%10.50%11.50%SBIHDFCIBFLPNBSBMIIFL5.17 Graph shows the interest rate of percentageInterpretationFrom the above table we can see that SBI charged 9.95% interest rate at home loan and10.25% of interest rate IBFL is the third positionAcharya Academy of Management Studies Page 56
  57. 57. FINDINGSAcharya Academy of Management Studies Page 57
  58. 58. From the survey it is found that everybody is aware of IBFL• 60% of the respondents were using Home loans and only 26% of the respondentswere using for other purpose• 60% peoples are aware about IBFL Company.• Nearly 68% of the respondents are highly satisfied with the IBFL service.• From the study it is found that when compared to other brands, interest on homeloans of the IBFL is high, comes after SBI and HDFC.• 65% of the customers are satisfied with the after sales service provided by IBFL.• 39 % customers have strongly agreed that the IBFL is best company in Bangalorewhile 33% have not decided 28% of disagreed.• 40% of the people are regular customers and 60% people are not regularcustomers to the IBFL.• 38 % customers have strongly agreed that they share the information with thefriends and relation while 61% have agreed and 1% has strongly disagreed.• 10 % have strongly agreed that IBFL has highest market share in Bangalore while62% have agreed 28 % have not decided.• 28% of the customers disagreed that the quality of the service is good while 72 %have agreed, (under strongly agree & agree category)• 2% of the customers strongly agreed that IBFL Company mainly concentrates onloan sector while 44% have agreed.• 4% the customer of the IBFL Company since more than 2 years and 3% have 1 to2 years.• Out of 100 RESPONDENTS, 30% think IBFL is quick service provider thanothers, while sanctioning loans• IBFL charged 10.25% interest rate on home loanAcharya Academy of Management Studies Page 58
  59. 59. SUGGESTIONS:-This Project titled “To find out the factors influencing customer satisfaction towards theservices provided by Indiabulls” was undertaken secondary and primary data werecollected and organized and the same was analysis through tabulating and applyingsimple statically technique. Subsequently research finding were prepared anddocumented. Based on the research findings following suggestions are made:1. It has been founded that majority of clients go for home loan and or other purposeshence it is recommended IBFL should encourage those who are using loan for otherpurposes, to go for housing loan. Also similarly those who are going for housing loanalso may be encouraged for other loans.2. Approximately 39% of respondent strongly believe that IBFL is one of the bestcompany offering best financial services and around 25-30 % of the respondent do notagree for the same hence it is suggested that IBFL should find out the reason for theirdisagreement and take appropriate steps to nullify disagreement.3. It has been founded that 40% of the people regular customer of IBFL and remainingare not hence it is recommended company should review and modify their promotionalprogram to convert non regular customers into the regular one.4. IBFL is popular, if we add, strongly agree & agree responses then 72% of therespondents are happy about the company however, 28% are still are not satisfied &company should take steps to improve.5. As one of the concerns in customer satisfaction is the price of the product and that theprice of IBFL service is higher than the SBI & HDFC, the company may make an attemptto study the price and modify the pricesAcharya Academy of Management Studies Page 59
  60. 60. Acharya Academy of Management Studies Page 60
  61. 61. CONCLUSION:-The majority of India’s non financial banks are not very diversified in terms of theproducts and services they offer. One strategic focus that institutions can implement toremain competitive would be to retain as many customers as possible. And customerretention is possible through customer satisfaction only. Thus, customers’ satisfaction isthe key of success in today’s competitive era.IBFL has good system of loans proposals, which helps to sanction the loan. The timetaken by the company to sanction the loan is satisfactory. The loans are sometimerejected also, it is been taken into consideration, the manager had to maintain the recordof the rejected applications for analyzing the causes of problems. IBFL is located in anurban area many of the home loan, commercial vehicle loan, loan against properties, aresanctioned more in number. IBFL is very good at providing the services and gives highamount of loan &low interest rate and the accurate services.Finally the whole research was carried out in a systematic way to reach at exact results.The whole research and finding based on the objective. However the study has somelimitations also such as lack of time lack of data, not good knowledge of local language,which posed of problems in carrying out the research. But proper attestation was made tocarry out research in proper way and to make accurate conclusion for the IBFL whichmay beneficial for non financial banks to enhance their customer base.Acharya Academy of Management Studies Page 61
  62. 62. Acharya Academy of Management Studies Page 62
  63. 63. Questionnaire for Measuring Customer Satisfaction===============================================================Name: Mob.Age: Qualification:Extant Land: Average Income:===============================================================1. What are the brands you are aware mostlya) SBI b) HDFC c) PNB d) SBM e) IIFL f) IBFL[ ]2. Are you aware of IBFL?a) Yes b) No [ ]3. How did you get to know about the brand IBFL?a) Print media b) televisionc) friends / relatives d) dealers [ ]4. Which company service do you prefer to use?a) SBI b) HDFC c) PNBd) SBM e) IIFL f) IBFL [ ]5. IBFL is best company in Bangalore?.a) Strongly agree b) Agreed) Disagree e) strongly disagree [ ]6. I am inspired to take the loan bya) Friends b) Relatives c) Neighbors d) Advertisements [ ]7. Are you the customer of the IBFL Company?a) Yes b) No [ ]Acharya Academy of Management Studies Page 63
  64. 64. 8. You are the customer of the IBFL Company sincea) Less than 6 months b) 6 to 12 Monthsc) 1 to 2 years d) More than 2 years [ ]9. IBFL Company provides better services than other companya) Strongly agree b) Agreec) Disagree d) strongly disagrees [ ]10. IBFL interest prices are low?a) Strongly agree b) Agreed) Disagree e) strongly disagree [ ]11. Do you expect the IBFL market will spread all over India?a) Yes b) No [ ]12.Do you agree that IBFL company has highest market share in Bangalore?a) S.Agree b) Agreec) Disagree d) S.disagree [ ]13. IBFL Company mainly concentrates on loan sector?a) S.Agree b) Agreec) Disagree d) S.disagree [ ]14. Are you satisfied with the after sales service provided by IBFL?A) yes b) no [ ]Acharya Academy of Management Studies Page 64
  65. 65. Acharya Academy of Management Studies Page 65
  66. 66. BIBLIOGRAPHYBOOKS Neli A. Morgan, Eugene W. Anderson, and Vikas Mittal, “Understandingfirms’ Customer Satisfaction Information Usage,” Journal of Marketing69(july 2005) Oliver Ryan, “Putting Your Customer to Work,” Fortune, March 20,2006. Philip Kotler, Kevin Lane Keller, Abraham Koshy & Mithileshwar Jha“Marketing Management”.USA Pearson Education 2012 Research methodology-Donald R. cooper Pamela S. Schindler 8 edition2011 Thomas O. Jones and W. Earl Sasser Jr., “Why Satisfied CustomersDefect,” Harvard Business Review 1995 “2005 Marketing Receptivity Survey” Yankelovich Partners Inc, April 18,2005SEARCH ENGINESHTTP://INDIABULLS.COMHTTP://AIBFL.COMHTTP://WIKIPEDIA.COMSHTTP://ANSWERS.COMHTTP://DREAMHOMES.INDIABUILDINGINFO.COM/TIPS_ARTICLES/EPAGES/CREDIT_APPRAISAL_4_HOUSING_LOANS.ASPHTTP://WWW.LOANUNIVERSE.COM/CREDIT.HTMLHTTP://SIMPLE.WIKIPEDIA.ORG/WIKI/LOANAcharya Academy of Management Studies Page 66
  67. 67. HTTP://WWW.UKESSAYS.COM/ESSAYS/FINANCE/ANALYSIS-OF-THE-CREDIT-PROCEDURE-AT-INDIABULLS-FINANCE-ESSAY.PHP#IXZZ2UDXNOXRPAcharya Academy of Management Studies Page 67

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