This document contains information from an internship at Bajaj Finserv, an Indian financial services company. It includes a company profile of Bajaj Finserv, data analysis of customer preferences for products and brands, details learned about dealing with customers and pitching additional products, and recommendations to increase awareness of 0% financing schemes and reintroduce swiping for EMI cards to save customer time.
Product mix
Pricing mix
Place
Promotion mix
People
Process
Physical evidence
It offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and through its specialised subsidiaries and affiliates in the areas of investment banking, life and non life insurance, venture capital and asset management.
Currently, it has subsidiaries in the UK, Russia, Canada, branches in the US, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar and Dubai international Finance Centre and representative offices in UAE, China, South Africa, Bangladesh, Thailand, Malaysia and Indonesia.
It’s equity shares are listed in India on BSE and NSE.
Product mix
Pricing mix
Place
Promotion mix
People
Process
Physical evidence
It offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and through its specialised subsidiaries and affiliates in the areas of investment banking, life and non life insurance, venture capital and asset management.
Currently, it has subsidiaries in the UK, Russia, Canada, branches in the US, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar and Dubai international Finance Centre and representative offices in UAE, China, South Africa, Bangladesh, Thailand, Malaysia and Indonesia.
It’s equity shares are listed in India on BSE and NSE.
Presentation on summer internship project of bank priyanka sarraf
A SUMMER INTERNSHIP ON “A Comparative study of Himalayan Bank Ltd. and Everest Bank Ltd., with special reference to customer feedback on product and services offered by Himalayan Bank Limited”
Digital Marketing Strategy for ICICI Bank - Assignment Shrishti Gupta
Assignment for Certificate Program - Digital Marketing: Customer Engagement, Social Media, Planning & Analytics by Columbia Business School Executive Education and Emeritus Institute of Management.
consumer perception towards financial services of HDFCsubhamgupta56
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CHAPTER:-1
INTRODUCTION OF THE STUDY
The report contains the brief description of the state bank of India. It contains the finding and analysis of the survey conducted to gather primary data to judge the importance of various attributes that influence the satisfaction of customer in different manner and to the different extent. These attributes are classified as initial experience, service delivery experience, relationship experience and grievance handling. Further an attempt has been made to know the overall satisfaction of the customer.
Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals. Customer service proves to be one of the most important factors governing business.
OBJECTIVE OF THE STUDY:-
• TO find out the customer feedback i.e. improvement required or suggestion.
• To find out the relationship between bank and the customer.
• To study the Satisfaction of customers towards the ― state bank of India.
• To Identify the factors that influences the customer behavior of ―state bank of India.
• To identify the factors those influence the selection of SBI banking services in MUMBAI DISTRICT.
SCOPE OF THE STUDY:-
The present study was undertaken to know the preference of the customer towards state bank of India (SBI). The problem of the customer is they are not aware of the services provided by their bank. The study also force on the customer perception that how the banking services can be improved. In my study I have used both primary sources of data as well as secondary sources of data.
• The study has been conducted on behalf of ―STATE BANK OF INDIA.
• The study is confined to the Mumbai region.
• The study covers the service providers and users of ―STATE BANK OF INDIA.
• The study has put forward the Customers as well as acceptability behavior for the services.
• The scope of the study is to find out the ―Customer Satisfaction
Limitations of the Study:-
The study report consists of few limitations:-
• The report has been conducted within a limited time frame.
• The study is self financed.
• The study is limited to the customer of Mumbai only.
• Only selected Branches and Banks have been considered for the study.
• Samples were selected conveniently.
• The sample size does not represent the total population.
• The sample of size is limited to 30 only and the sample size may not represent whole market.
LITERATURE REVIEW:-
Presentation on summer internship project of bank priyanka sarraf
A SUMMER INTERNSHIP ON “A Comparative study of Himalayan Bank Ltd. and Everest Bank Ltd., with special reference to customer feedback on product and services offered by Himalayan Bank Limited”
Digital Marketing Strategy for ICICI Bank - Assignment Shrishti Gupta
Assignment for Certificate Program - Digital Marketing: Customer Engagement, Social Media, Planning & Analytics by Columbia Business School Executive Education and Emeritus Institute of Management.
consumer perception towards financial services of HDFCsubhamgupta56
Her we have analysis the "Consumer perception towards financial services of HDFC" and try to find out the real aspect and the find the opportunity for the Banking sector.
CHAPTER:-1
INTRODUCTION OF THE STUDY
The report contains the brief description of the state bank of India. It contains the finding and analysis of the survey conducted to gather primary data to judge the importance of various attributes that influence the satisfaction of customer in different manner and to the different extent. These attributes are classified as initial experience, service delivery experience, relationship experience and grievance handling. Further an attempt has been made to know the overall satisfaction of the customer.
Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals. Customer service proves to be one of the most important factors governing business.
OBJECTIVE OF THE STUDY:-
• TO find out the customer feedback i.e. improvement required or suggestion.
• To find out the relationship between bank and the customer.
• To study the Satisfaction of customers towards the ― state bank of India.
• To Identify the factors that influences the customer behavior of ―state bank of India.
• To identify the factors those influence the selection of SBI banking services in MUMBAI DISTRICT.
SCOPE OF THE STUDY:-
The present study was undertaken to know the preference of the customer towards state bank of India (SBI). The problem of the customer is they are not aware of the services provided by their bank. The study also force on the customer perception that how the banking services can be improved. In my study I have used both primary sources of data as well as secondary sources of data.
• The study has been conducted on behalf of ―STATE BANK OF INDIA.
• The study is confined to the Mumbai region.
• The study covers the service providers and users of ―STATE BANK OF INDIA.
• The study has put forward the Customers as well as acceptability behavior for the services.
• The scope of the study is to find out the ―Customer Satisfaction
Limitations of the Study:-
The study report consists of few limitations:-
• The report has been conducted within a limited time frame.
• The study is self financed.
• The study is limited to the customer of Mumbai only.
• Only selected Branches and Banks have been considered for the study.
• Samples were selected conveniently.
• The sample size does not represent the total population.
• The sample of size is limited to 30 only and the sample size may not represent whole market.
LITERATURE REVIEW:-
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2. Company profile
Objectives
Data analysis
Learning
Recommendation
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3. It is an Indian financial services company
Founder- Jamnalal Bajaj
It was formed in April 2007
Headquarter in Pune Maharashtra
Services- Financial Services, Wealth Services
and Insurance
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4. To know about consumer’s behavior on the
basis of their choice-able product
To know about the brand preference of the
consumer
To know about the awareness of consumer
durable loan comes with 0% financing with a
small fee
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5. SL NO: PRODECTS RESPONSES
1 LED 20
2 MOBILE 19
3 WASHING-MACHINE 14
4 AC 16
5 LAPTOP 18
6 I pad 5
7 MICRO-OVEN 8
TOTAL 100
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6. SL NO: BRAND RESPONSES
1 SONY 16
2 SAMSUNG 29
3 LG 12
4 PANASONIC 9
5 SHARP 10
6 TOSHIBA 8
7 MICROMAX 16
TOTAL 100
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7. Dealing with customers:-
I got to know how to deal with the
customers
How to offer them different schemes
How to handle their queries efficiently
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8. Pitching Customers Towards Various Other
products:-
Other products include extended warranty,
EMI card etc are being provided by Bajaj
Finserv
How to approach customer
How to pitch customers accordingly
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9. Process Of Granting loan:-
Documentation like credit card, driving
License, PAN Card etc are required to
provided loan to the customers
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10. Unawareness of customer about 0% finance
scheme. Therefore, Bajaj should make its
customers aware about the new schemes
Bajaj Finserv initially have the system of
swiping of EMI card due to some difficulties
they stopped it. So they should work upon
this as this can save more time for customers
11-12-2015
