a study on customer perception towards mahindra finance (2)
TRANSCRIPT
INTRODUCTION
A study on customer perception towards Mahindra Finance 1
INTRODUCTION
The modern concepts of marketing realized that measuring consumer needs or
behavior was not enough.” Consumer Satisfaction” should be the core and then the correct
perception on which marketing policies of our organization should be built.
“Management must think of itself not as producing products but as providing customer
creating value satisfaction.”
Customer satisfaction has a vital role in sustaining and improving hold on the market.
Brief descriptions about the various measures that are needed to improve customer orientation
have also been dealt with.
Consider the fact todays customer face a plenitude of products in every category.
Customer will be having high and raising expectation of quality and service. In the face of their
vast choices, the customer will gravitate to the offering that the best meet their individual needs
and expectation. They will buy one of the bases of their perception value.
Therefore it is not surprising that today’s winning companies are those succeed best in
satisfying indeed delighting their target customer. They pay extreme attention to quality and
service to meeting and even exceeding customer expectation. They complete vigorously and at
the co-operated smartly with their strategy partners in their supply and distribution chain. They
pursue efficiently and yet are responsible and flexible.
Customer satisfaction is the outcome felt by buyers who have expectation. Customers are
satisfied when their expectation are met and delighted when their expectations are exceeded.
Satisfied customers remain loyal longer, buy more, and are less sensitive and talk favorable
about the company. From this it is clear that the satisfied customer will be less sensitive towards
the fluctuating price and offensive marketing typically cost more than defensive marketing,
because it requires much effort and cost to induce satisfied customers to switch away from their
current suppliers. We should also consider the fact that “the cost of attracting a new customer
may be five times the cost of keeping the current customer happy.” Therefore the companies are
intending in developing stronger bones and loyalty with their customers.
A study on customer perception towards Mahindra Finance 2
DEFINITION OF CUSTOMER SATISFACTION
Customer satisfaction refers to the extent to which customers are happy with the products
and services provided by a business. Customer satisfaction levels can be measured using survey
techniques and questionnaires
DEFINITIONS:
Definition 1: Customer satisfaction is equivalent to making sure that product and service
performance meets customer expectations.
Definition 2: Customer satisfaction is the perception of the customer that the outcome of a
business transaction is equal to or greater than his/her expectation.
Definition 3: Customer satisfaction occurs when acquisition of products and/or services
provides a minimum negative departure from expectations when compared with other
acquisitions. Gaining high levels of customer satisfaction is very important to a business because
satisfaction customers are most likely to be loyal and to make repeat orders and to use a wide
range of services offered by a business There are many factors which lead in high levels of
customer satisfaction including. Products and services which are customer focused and hence
provide high levels of value for money. What is clear about customer satisfaction is that
customers are most likely to appreciate the goods and services that they buy if they are made to
feel special. This occurs when they feel that the products and services that they buy have been
specially produced for them or for people like them.
BENEFITS OF CUSTOMER SATISFACTION
The importance of customer satisfaction and support is increasingly becoming a vital business
issue as organization realize the benefits of Customer Relationship Management (CRM) for
providing effective customer service. Professionals working within customer focused business
or those running call centres or help desks, need to keep informed about the latest customer
satisfaction techniques for running a valuable customer service function. From small customer
service departments to large call centres, the importance of developing a valued relationship
with customers using CRM is essential to support customer and long-term business growth.
A study on customer perception towards Mahindra Finance 3
What Do Customers Want?
Before we begin to create tools to measure the level of satisfaction, it is important to develop a
clear understanding of what exactly the customer wants. We need to know what our customers
expect from the products and services we provide.
Customer expectations have two types –
Expressed
Implied
Expressed Customer Expectations are those requirements that are written down in the contract
and agreed upon by both parties for example, product specifications and delivery requirements.
Supplier’s performance against these requirements is most of the items directly measurable.
Implied Customer Expectations are not written or spoken but are the ones the customer would
‘expect’ the supplier to meet nevertheless. For example, a customer would expect the service
representative who calls on him to be knowledgeable and competent to solve a problem on the
spot. There are many reasons why customer expectations are likely to change overtime. Process
improvements, advent of new technology, changes in customer’s priorities, improved quality of
service provided by competitors are just a few examples. The customer is always right.
Supplier’s job is to provide the customer what he/she wants, when he/she wants it. Customer
satisfaction is customer’s perception that a supplier has met or exceeded their expectations.
3.3 WHAT CONSTITUTES SATISFACTION?
We cannot create customer satisfaction just by meeting customer’s requirements fully because
these have to be met in any case. However failing short is certain to create dissatisfaction
Major Attributes of customer satisfaction in banking industry
Can be summarized as:
Product quality
Premium Outflow
Return on Investment
Services
Responsiveness and ability to resolve complaints and reject reports.
Overall communication, accessibility and attitude.
WHAT ARE THE TOOLS?
Customer expectations can be identified using various methods such as:
Periodic contract reviews
A study on customer perception towards Mahindra Finance 4
Market research
Telephonic interviews
Personal visits
Warranty records
Informal discussions
Satisfaction surveys
Depending upon the customer base and available resources, we can choose a method that is most
effective in measuring the customer’s perceptions. The purpose of the exercise is to identify
priorities for improvements. We must develop a method or combination of methods that helps to
continually improve service.
3.4 CUSTOMER SATISFACTION SURVEYS
Formal survey has emerged as by far the best method of periodically the customer satisfaction.
The survey are not marketing tools but an information—gaining tool. Enough homework needs
to be before embarking on the actual survey. This includes:
Defining Objectives of the Survey
Design Survey approach
Develop questionnaires and forms
Administer Survey (Email, Telephone or Post)
Method of compiling data and analysing the findings
Format of the report to present the findings
There is no point in asking irrelevant questions on a customer satisfaction questionnaire. The
basic purpose is to find out what we are doing right or wrong. Where is the scope for
improvement, where do we stand vis-à-vis other suppliers. How we can serve the customer
better?
A customer satisfaction measurement survey should at least
Identify the following objectives:
Importance to customers (Customers priorities)
Customer’s perception of supplier’s performance
Your performance relative to customer’s priorities.
Priorities for improvement
Survey forms should be easy to fill out with minimum amount of time and efforts on customer’s
part. They should be designed to actively encourage the customer to complete the questions. Yet
they must provide accurate data should also be sufficiently reliable for management decision
A study on customer perception towards Mahindra Finance 5
making. This can be achieved by incorporating objective type questions where customer has to
“rate” on scale of say 1 to 10. For repeated surveys, you could provide the rating that was
previously accorded by the customer. This works like a reference point for the customer.
Space should always be provided for the customers own opinions this enables them to state any
additional requirements or report any shortcomings that are not covered by the objective
questions. Normally, we deal various personnel at various levels in the customer’s organization
—the buyer, user, receiving inspector, finance and purchase person etc. surveying a number of
respondents for each customer gives a complete perspective of customer satisfaction. It may be
necessary to device a different questionnaire for each of them. Respondents must be provided a
way to express the importance they attach to various survey parameters. Respondents should be
asked to give a weighting factor, again on a rating scale of say, 1 to 10, for each requirement.
This gives a better indication of relative importance of each parameter towards overall customer
satisfaction and makes it easier for suppliers to prioritize their action plans by comparing the
performance rating (scores) with importance rating (weighing).
A study on customer perception towards Mahindra Finance 6
NEED FOR THE STUDY
A study on customer perception towards Mahindra Finance 7
NEED FOR THE STUDY
To identify the satisfaction level of customer towards different types of service attributes,
by identifying their critical factors.
To study about the bank about their customized products and services, according to the
consumer’s needed.
To study the experience and expectations of the existing customers.
To study to improve the current standards of services.
To study the scope of introducing new types of services.
To study about the business tactics followed to stand against the competitors.
A study on customer perception towards Mahindra Finance 8
STATEMENT OF THE
PROBLEM
A study on customer perception towards Mahindra Finance 9
STATEMENT OF THE PROBLEM
This Study will help us to understand the consumer’s satisfaction about banking services
and products. This study will help banks to Understand, how a consumer selects,
organizes and interprets the Quality of service and product offered by banks. The market
is more aware and realistic about investment and returns From financial products. In this
background this study tries to analyze The customer satisfaction towards banking
services in general and MAHINDRA FINANCE In particular.
A study on customer perception towards Mahindra Finance 10
INDUSTRY PROFILE
A study on customer perception towards Mahindra Finance 11
ORGANIZATION PROFILE
A study on customer perception towards Mahindra Finance 12
STATEMENT OF THE
OBJECTIVES
A study on customer perception towards Mahindra Finance 13
OBJECTIVE OF THE STUDY
PRIMARY OBJECTIVE
To study, analyze and evaluate the customer satisfaction level towards the different
services rendered by MAHINDRA FINANCE and to identifying the critical success factors.
SECONDARY OBJECTIVES
To evaluate the awareness level of the customer on the product and services.
To find out the differences among perceived service and expected service.
To evaluate the process efficiency in customer query and requirement handling
To understand consumer’s preferences.
To access the degree of satisfaction of the customers
A study on customer perception towards Mahindra Finance 14
REVIEW OF LITERATURE
A study on customer perception towards Mahindra Finance 15
1. According to “Powpaka, Samart” October 19 –1996 Statethat the influence of
outcome quality on customers' perceptions of overall service quality are studied.
Results show that outcome quality has a strong influence on customers' overall
service quality assessment. Outcome quality is also most important in services with
search and experience outcome quality attributes. A model to enable marketing
managers to evaluate customers' perceptions of service quality is also discussed.
2. According to “Lee, Haksik, Lee, Yongki, Yoo, Dongkeun “March 24 – 2002 State
that the Performance as perceived by customers rather than the difference between that
perception and the customer's prior expectations explains more the variation in service
quality. It is the customer's satisfaction that leads to perceived quality of service rather
than the reverse. More emphasis on responsiveness is expected to be placed on people-
based services than on equipment and facility based services.
3. According to “CBA REPORT” June 12 - 2005state that the Private Finance industry
had a better than average score for customer satisfaction over the past year, according to
the latest report by American Customer Satisfaction Index (ACSI).
The score for how well the banking industry is doing overall (75, unchanged from last
year), compares to the overall Level of satisfaction in the US economy, representing all
companies and industries measured by the ACSI, which stands at 74.3, so the banking
industry is doing slightly better than the average of all consumer goods and services.
Established in 1994, ACSI is a uniform and independent measure of household
consumption experience, which tracks trends in customer satisfaction and provides
benchmarking insights of the consumer economy. The ACSI is produced by the Business
School at the University of Michigan, in partnership with the American Society for
Quality (ASQ) and the international consulting firm, CFI Group.
ACSI says their scores are a leading indicator of future consumer buying. "High
satisfaction scores make it easier for banks to increase their relationships with their
customers and sell them more products and services; low satisfaction has the opposite
effect. In general, this translates into a prediction of changes in revenues," according to
ACSI.
A study on customer perception towards Mahindra Finance 16
4. According to “Robert W. Armstrong, Tan Boon Seng” September 2 2005 state
that Extends the current understanding of customer satisfaction at the business-to-
business level in the Asian finance industry. The main thrust of the paper is an attempt to
conceptualize a comprehensive model of satisfaction at the business-to-business level
incorporating guanxi (Chinese business relationships), relationship marketing and the
disconfirmation paradigm. The essence of the research highlighted the importance of
relational constructs, in addition to the disconfirmation paradigm, in impacting customer
satisfaction at the business-to-business level in the Singapore banking industry. At the
business-to-business level in the Asian context, the disconfirmation paradigm is still the
predominant paradigm influencing the customer satisfaction process. Relationship
marketing and guanxi are significant in our comprehensive model of corporate-customer
satisfaction. Relationship marketing was found to have both a direct and an indirect
impact (through disconfirmation) on corporate-customer satisfaction. Guanxi was found
to exert an indirect impact on satisfaction as opposed to the initial hypothesized direct
impact on satisfaction.
5. According to “Luis Moutinho, Douglas T. Brownie” November 24 2008 State that
the nature and direction of the satisfactions that are delivered to customers of bank
services are explored, and the criteria used to evaluate these services are highlighted. The
non-metric multidimensional scaling technique enabled respondents' perceptions to be
represented spatially. It is revealed that respondents had high levels of satisfaction with
regard to the location and accessibility of branches and ATMs, and acceptance of the
current levels of banking fees; but expressed some caution in their evaluation of new and
improved services.
6.According to“ U.S. Bank” June 2 -2008 State that the MINNEAPOLIS - (Business
Wire) U.S. Bank customers are increasingly loyal and satisfied, and they consider U.S.
Bank’s services to be of high quality and value according to the American Customer
Satisfaction Index (ACSI) research conducted in the fourth quarter of 2009.
U.S. Bank surpassed industry averages and topped the four largest banks in the country
in customer satisfaction, customer expectations, perceived quality, perceived value and
customer loyalty.U.S. Bank scored 77 in overall ACSI customer satisfaction,
A study on customer perception towards Mahindra Finance 17
compared to the next highest reported score of 73 and the industry average of 75. U.S.
Bank exceeded reported industry averages in the important categories of loyalty, quality
and value by seven or more points.
“We’ve experienced a flight to quality for many months, and now these results are
evidence of our success," said Richard Davis, chairman, president and chief executive
officer of U.S. Bancorp. “Our company has been a source of strength and stability and as
these scores demonstrate, customers are taking notice. At U.S. Bank, they find high
quality service and value, and perhaps most importantly, our customers are very loyal.
As now the fifth largest commercial bank in the United States with the fourth largest
branch network, we are very pleased with our results, and we know that this positive
momentum is just the beginning. We are focused on customer loyalty with a number of
new programs aimed at moving us from very good to great.”
ACSI independently surveys customers of the largest companies in consumer goods and
services industries. U.S. Bank has engaged ACSI to survey its retail customers over the
last several years and continues to improve its scores.
7. According to” D.M. Mahaptra” The business line April 11 - 2008(page4) State
that
The working of the customer's mind is a mystery which is difficult to solve and
understanding the nuances of what customer satisfaction is, a challenging task. This
exercise in the context of the banking industry will give us an insight into the parameters
of customer satisfaction and their measurement. This vital information will help us to
build satisfaction amongst the customers and customer loyalty in the long run which is
an integral part of any business. The customer's requirements must be translated and
quantified into measurable targets. This provides an easy way to monitor improvements,
and deciding upon the attributes that need to be concentrated on in order to improve
customer satisfaction. We can recognize where we need to make changes to create
improvements and determine if these changes, after implemented, have led to increased
customer satisfaction. "If you cannot measure it, you cannot improve it." - Lord
William Thomson Kelvin (1824-1907).
A study on customer perception towards Mahindra Finance 18
8. According to “M. SadiqSohail and Balachandran Shanmugham” march 23 -2003
State that
the paper examines the current trends in the e-commerce revolution that has set in
motion in the Malaysian banking sector and reports on an empirical research that was
carried out in Malaysia to study the customers’ preference for electronic banking and the
factors, which they considered influenced the adoption of electronic banking. Results
based on the analysis of data relating to 300 respondents indicate that while there is no
significant differences between the age and educational qualifications of the electronic
and conventional banking users, some differences exists on other demographic variables.
Analysis further reveals that accessibility of Internet, awareness of e-banking, and
customers’ reluctance to change are the factors that significantly affected the usage of e-
banking in Malaysia. The paper discusses on the implications of these. Limitations of the
study are highlighted and further research directions are suggested.
9. According to “Lee, Ming Chang; Hwan, Ing San”-Tokyo December 1, 2005 State
that the
This study examines whether there are economic benefits to be gained from improving
service quality in the Taiwanese banking industry. Service quality is perceived quality;
and different from objective or actual quality; being a judgment usually made within a
customer evoked set. Service quality resembles an attitude in many ways, and service
quality is distinct from customer satisfaction. Traditional financial ratios are not
appropriate for measuring the economic benefits of service quality improvement.
10. According to “Stellenbosch” London March 12 - 2004State that the Measuring
user satisfaction with information systems has attracted widespread research attention,
given it is often used as an indicator of success. The Internet has allowed applications to
be extended to customers of an organization, where interaction can take place through a
web site, typically from home or office. The focus of attention with such applications is
customer satisfaction. In this research, a 21-item, 7-factor instrument developed to
measure customer satisfaction with web sites that market generic digital products and
services was modified slightly, and then empirically tested and validated in the context
of Internet banking specifically. A 19-item, 5-factor validated instrument emerged, the
factors being Customer Support, Security, Ease of Use, Transactions and Payment, and
Information Content and Innovation. The difference in number of factors as compared to
A study on customer perception towards Mahindra Finance 19
the generic instrument was attributed to the unique nature of Internet banking web sites.
These and other findings are discussed in the paper, and their implications examined.
11. According to “Nan-Hong Lin, Wen-Chun Tseng, Yu-Chung Hung, David C.
Yen” Tokyo March 9 – 2008State that the Soon after becoming a WTO member,
Taiwan found the internationalization and liberalization in the financial industry ushered
its domestic banks into a new era. In response to this global trend, all its banks strove to
rely on customer relationship management (CRM) to enhance customer value (CV). This
study aims to probe further into the connection between CV and CRM. A series of
examinations revealed that (1) both functional and social value impact customer behavior
directly and positively; (2) customer satisfaction positively and directly affects customer
loyalty; (3) a positive and direct relationship exists between customer loyalty and
customer behavior; and (4) the positive and significant relationship between CV and
customer behavior can be developed through mediators such as customer satisfaction and
customer loyalty. Consequently, banks should offer their customers different services,
products, and marketing channels to meet their diversified needs to cultivate a win-win
environment of CRM for both parties.
12. According to “Alessandro Arbore and Bruno Busacca” June 28 -2008 State that
The paper presents the results of an extensive study on the determinants of customer
satisfaction for a retail bank. In doing so, it uses a revised version of the traditional
analyses based on derived measures of attribute importance. The need for a revised
methodology is prompted by the insights of the two- and three-factor theories of
customer satisfaction, such as Kano's framework. Indeed, the evidence from 5000
customers of a prominent Italian bank confirms a non-linear and asymmetric relationship
between attribute performances and overall customer satisfaction. The results from both
a traditional and our revised approach are compared. While this approach can be applied
across different industries, it should not be assumed that the numerical results presented
in the paper apply to contexts with substantially different underlying characteristics.
General trends and implications for banking services are reported.
13. According to “Pratap K.J. Mohapatra” January 19 -2009 State that
A study on customer perception towards Mahindra Finance 20
The article examines whether service quality of Indian commercial banks increases
customer satisfaction that fosters customer loyalty. Data were collected from 350 valued
customers of scheduled commercial bank branches in Orissa (India). A questionnaire
elicited information on socio–demographic variables along with human, technical, and
tangible aspects of service quality, customer satisfaction, and loyalty. Results suggest
that better human, technical and tangible aspects of service quality of the bank branches
increase customer satisfaction. Human aspects of service quality were found to influence
customer satisfaction more than the technical and tangible aspects. Customer satisfaction
furthers customer loyalty. Increase in service quality of the banks can satisfy and retain
customers. In the Indian banking sector, human aspects are more important than
technical and tangible aspects of service quality that influence customer satisfaction and
promote and enhance customer loyalty.
14. According to “Megha TriveditheEconomics times” December 7 2009 (Page 7)
State that the
Customer satisfaction has become a major source of concern in retail banking business.
With exceptional progress in the establishment of banks in India, banks are increasingly
interested in retaining existing customers and targeting new customers. In this paper, it is
proposed that quality of service is an indicator of customer satisfaction. Measuring
service quality involves objective feedback about existing customers of ICICI bank with
respect to their expectations and services offered. Performance of a bank may be
evaluated with regard to a set of satisfaction parameters that indicate the strengths and
weaknesses of an organization. Standard scale of SERVQUAL developed by
Parasuraman et al. has been used to conduct the survey. This study is based on five
overall dimensions of customer satisfaction with services provided by ICICI. The five
dimensions used to measure service quality are tangibility, reliability, responsiveness,
assurance and empathy. This study gives useful insights to boost customer satisfaction
towards ICICI.
15. According to “RajKumar the Hindu” Aug 7 – 2008 State that
The banking industry like many other financial service industries is facing a rapidly
changing market, new technologies, economic uncertainties, fierce competition and more
demanding customers and the changing climate has presented an unprecedented set of
A study on customer perception towards Mahindra Finance 21
challenges (1). Banking is a customer oriented services industry, therefore, the customer
is the focus and customer service is the differentiating factors (2).
The banking industry in India has undergone sea change since post-independence. More
recently, liberalization, the opening up of the economy in the 90s and the government's
decision to privatize banks by reduction in state ownership culminated in the banking
reforms based on the recommendations of Narasimha Committee (3). The prime mover
for banks today is profit, with clear indications from the government to 'perform or
perish'. Banks have also started realizing that business depends on client service and the
satisfaction of the customer (4) and this is compelling them to improve customer service
and build up relationship with customers.
With the current change in the functional orientation of banks, the purpose of banking is
redefined. The main driver of this change is changing customer needs and expectations.
Customers in urban India no longer want to wait in long queues and spend hours in
banking transactions. This change in customer attitude has gone hand in hand with the
development of ATMs, phone and net banking along with availability of service right at
the customer's doorstep. With the emergence of universal banking, banks aim to provide
all banking product and service offering less than one roof and their endeavor is to be
customer centric (5). With the emergence of economic reforms in world in general and in
India in particular, private banks have come up in a big way with prime emphasis on
technical and customer focused issues.
16. According to G. Mihelis6 Feb 2009 Commercial Bank of Greece states that
Customer satisfaction represents a modern approach for quality in enterprises and
organizations and serves the development of a truly customer-focused management and
culture. Measuring customer satisfaction offers an immediate, meaningful and objective
feedback about clients’ preferences and expectations. In this way, company’s
performance may be evaluated in relation to a set of satisfaction dimensions that indicate
the strong and the weak points of a business organization. This paper presents an original
customer satisfaction survey in the private bank sector. The implemented methodology is
based on the principles of multicriteria analysis and preference disaggregation modeling.
The most important results are focused on the determination of the critical service
dimensions and the segmentation to customer clusters with distinctive preferences and
expectations.
A study on customer perception towards Mahindra Finance 22
RESEARCH METHODOLOGY
A study on customer perception towards Mahindra Finance 23
REASERCH METHODOLOGY
4.1 RESEARCH DESIGN:
A descriptive study tries to discover answers to the questions who, what, when, where,
and, sometimes, how. The researcher attempts to describe or define a subject, often by
creating a profile of group of problems, people, or events. Such studies may involve the
collection of data and the creation of a distribution of the number of times the researcher
observes a single Event or characteristic (the research variable), or they may involve
relating the interaction of two or more variables. Organizations that maintain databases
of their employees, customers, and suppliers already have significant data to conduct
descriptive studies using internal information. Yet many firms that have such data files
do not mine them regularly for the decision-making insight they might provide.
This descriptive study is popular in business research because of its versatility across
disciplines. In for-profit, not-for-profit and government organizations, descriptive
investigations have a broad appeal to the administrator and policy analyst for planning,
monitoring, and evaluating. In this context, how questions address issues such as
quantity, cost, efficiency, effectiveness, and adequacy. Descriptive studies may or may
not have the potential for drawing powerful inferences. A descriptive study, however,
does not explain why an event has occurred or why the variables interact the way they
do.
4.2 SAMPLING
Convenience sampling method is used for the survey of this project. It is a non-
probability sample. This is the least reliable design but normally the cheapest and easiest
to conduct .In this method Researcher have the freedom to choose whomever they find,
thus the name convenience. Example includes informal pools of friendsand neighbors or
people responding to a newspaper’s invitation for readers to state their position on some
public issue.
A study on customer perception towards Mahindra Finance 24
4.2.1. SAMPLE SIZE
Sample size denotes the number of elements selected for the study. For the present study,
100 respondents were selected at random. All the 100 respondents were the customers of
Mahindra Finance
4.3 SAMPLING METHOD
A sample is a representative part of the population. In sampling technique, information is
collected only from a representative part of the universe and the conclusions are drawn
on that basis for the entire universe. A convenience sampling technique was used to
collect data fromthe respondents.
4.4 QUESTIONNARIE DESIGN:
The questionnaire consists of 2 types of questions.
i) open ended
ii) Closed ended.
OPEN ENDED QUESTION
This refers to a question that has no fixed alternatives to which the answer must confirm.
The respondent answers in his own words and at any length they choose.
CLOSED ENDED QUESTION
It contains those questions in which the respondent is given a limited number of
alternatives responses from which he/she is to select the one that most closely matches
his attitude.
The fixed alternative questions may be taken in the form of
Dichotomous questions
Multi-choice questions
Dichotomous questions
A study on customer perception towards Mahindra Finance 25
It refers to one, which offers the respondent a choice between only 2 alternatives and
reduces the issues to its simplest terms.
Multi-choice questions
A multiple-choice question refers to one, which provides several set of alternatives.
Multiple-choice questions can be used when an issue has more than two aspects.
4.5. METHOD OF DATA COLLECTION
To know the response, the researcher used questionnaire method. It has been designed as
a primary research instrument. Questionnaires were distributed to respondents and they
were askedto answer the questions given in the questionnaire. The questionnaires were
used as an instrumentation technique, because it is an important method of data
collection. The success of the questionnaire method in collecting the information
depends largely on proper drafting. So in the present study questions were arranged and
interconnected logically. The structured questionnaire will reduce both interviewers and
interpreters bias. Further, coding and analysis was done for each question’s response to
reach into findings, suggestions and finally to the conclusion about the topic.
4.6. TYPES OF DATA
Every decision poses unique needs for information, and relevant strategies can be
developed based on the information gathered through research. Research is the
systematic objective and exhaustive search for and study of facts relevant to the problem
Research design means the framework of study that leads to thecollection and analysis of
data. It is a conceptual structure with inwhich research is conducted. It facilitates smooth
sailing of various research operations to make the research as effective as possible.
4.6.2PRIMARY DATA
Primary data are those collected by the investigator himself for thefirst time and thus
they are original in character, they are collected for particular purpose.A well-structured
questionnaire was personally administrated to theselected sample to collect the primary
data.
4.6.3SECONDARY DATA
A study on customer perception towards Mahindra Finance 26
Total No. of Customers
Secondary data are those, which have already been collected by someother persons for
their purpose and published. Secondary data areusually in the shape of finished products.
Two types of secondary data were collected for the preparation of theproject work:
Internal Data was generated from company’s brochures, manualsand annual reports
External Data, on the other hand, was generated from magazines, research books,
intranet and internet (websites).
4.7 TOOLS USED FOR ANALYSIS OF DATA
1. Simple percentage analysis
4.7.1SIMPLE PERCENTAGE ANALYSIS
Percentage refers to a special kind of ratio percentage are used to describe relationship.
Percentage=
4.8 SCOPE OF THE STUDY
This study is limited to the customers with in kerala only. The study will be able to
reveal the preferences, needs, satisfaction of the customers regarding the banking
services, It also help banks to know whether the existing products or services they are
offering are really satisfying the customers’ needs.
4.9 LIMITATIONS OF THE STUDY
Although the study was carried out with extreme enthusiasm and careful planning there
are several limitations, which handicapped the research vise,
1. Time Constraints:
The time stipulated for the project to be completed is less and thus there are chances that
some information might have been left out, however due care is taken to include all the
relevant information needed.
A study on customer perception towards Mahindra Finance 27
No. of. Customers x 100
2. Sample size:
Due to time constraints the sample size was relatively small and would definitely have
been more representative if I had collected information from more respondents.
3. Accuracy:
It is difficult to know if all the respondents gave accurate information; some respondents
tend to give misleading information.
4. It was difficult to find respondents as they were busy in their Schedule and collection
of data was very difficult. Therefore, the study had to be carried out based on the
availability of respondents
A study on customer perception towards Mahindra Finance 28
DATA ANALYSIS
&
INTERPERTATION
A study on customer perception towards Mahindra Finance 29
DATA ANALYSIS & INTERPRETATION
DATA ANALYSIS
Analysis is the process of placing the data in an ordered form, combining them with the existing
information and extracting the meaning from them. In other words analysis is an answer to the
questions what message is conveyed by each group of the data “which are otherwise raw facts
are unable to give meaning full information. A raw data become an information only when they
are analyzed and put in a meaning form.
INTERPRETATION
Interpretation is a process of relating various bits of information to existing information.
Interpretation attempts to answer well, what relation existing between the findings to research
objectives and hypothesis framed for the study in the beginning.
A study on customer perception towards Mahindra Finance 30
TABLE 6.1
TYPE OF ACCOUNT TO OPERATE WITH BANK
SL. NO ACCOUNT TYPE NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 Saving Account 58 58%
2 Current Account 22 22%
3 Fixed Deposit 17 17%
4 NRI Account 13 13%
Analysis: From the above table it could be inferred that 58% of the customers are choosing
savings account and very few of about 13% prefer NRI Account.
Interpretation: Most of the respondents are preferring savings account. Presently the bank
offers varieties of account services to the customer.
A study on customer perception towards Mahindra Finance 31
CHART 6.1
Saving Account Current Account Fixed Deposit NRI Account0
10
20
30
40
50
60
70
58%
22%17%
13%
Account Type
Account Type
A study on customer perception towards Mahindra Finance 32
TABLE 6.2
Facility Level of MAHINDRA FINANCE
SL. NO FACILITY LEVEL NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 Excellent 27 27%
2 Good 43 43%
3 Satisfactory 23 23%
4 Poor 7 7%
Total 100 100%
Analysis: From the above table it could be inferred that 43% of the customers are satisfied with
the service and quality of products of their bank. Only 7% of customers are says poor facility in
MAHINDRA FINANCE.
Interpretation: Most of the respondents say MAHINDRA FINANCE offering good facility to
its customer. But to the other end few people says the facilities are less.
A study on customer perception towards Mahindra Finance 33
CHART 6.2
Excellent Good Satisfactory Poor0
5
10
15
20
25
30
35
40
45
50
27%
43%
23%
7%
FACILITY LEVEL
FACILITY LEVEL
A study on customer perception towards Mahindra Finance 34
TABLE 6.3
MAHINDRA FINANCE’s Value Added Service
SL. NO VALUE ADDED
SERVICE
NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 Senior Citizen 57 57%
2 Prepaid Cards 24 24%
3 Fixed Deposit 7 19%
Total 100 100%
Analysis: From the above table it could be inferred that 57% of the customers are using senior
citizen service and only 19% are using fixed deposit scheme.
Interpretation: Most of the respondents are utilizing the value added service as senior citizen
accounts. But rarely very few people are choosing recurring deposit account.
A study on customer perception towards Mahindra Finance 35
CHART 6.3
Young Star Senior Citizen Prepaid Cards Recurring Deposit
0
10
20
30
40
50
60
12%
57%
24%
7%
VALUE ADDED SERVICE
VALUE ADDED SERVICE
TABLE 6.4
A study on customer perception towards Mahindra Finance 36
Product Ratings of MAHINDRA FINANCE from Others
SL. NO PRODUCT
RATING
NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 Excellent 16 16%
2 Good 62 62%
3 Better 20 20%
4 Poor 2 2%
Total 100 100%
Analysis: From the above table it could be inferred that 62% of the customers rate MAHINDRA
FINANCE products as Good. Only 2% of the people Rate MAHINDRA FINANCE products as
Poor.
Interpretation: Most of the respondents are rating the products as good. Moderate peoples are
rating as excellent. Only few people in the customers are rating the MAHINDRA FINANCE
products as poor.
A study on customer perception towards Mahindra Finance 37
CHART 6.4
Excellent Good Better Poor0
10
20
30
40
50
60
70
16%
62%
20%
2%
Product Rating
Product Rating
TABLE 6.5
REFERRING MAHINDRA FINANCE TO OTHERS
A study on customer perception towards Mahindra Finance 38
SL. NO REFERRING
MAHINDRA
FINANCE
NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 Yes 76 76%
2 No 18 18%
3 Not Sure 6 6%
Total 100 100%
Analysis: From the above table it could be inferred that 76% of the customers are ready to refer
MAHINDRA FINANCE to others. Only 6% of customers are not sure what to do.
Interpretation: Most of the respondents are obviously ready to refer Mahindra Finance to their
friends, relatives and others. But few of them are not sure on this decision also some people are
straight forward in not referring Mahindra Finance to others.
CHART 6.5
A study on customer perception towards Mahindra Finance 39
Yes No Not Sure0
10
20
30
40
50
60
70
80
76%
18%
6%
Referring Mahindra Finance
Referring IOB
TABLE 6.6
RELATIONSHIP WITH MAHINDRA FINANCE A/C OPERATIONS
A study on customer perception towards Mahindra Finance 40
SL. NO MAHINDRA
FINANCE
ACCOUNT
OPERATIONS
NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 < 1 Year 17 17%
2 1-5 Years 55 55%
3 5-10 Years 17 17%
4 >10 Years 11 11%
Total 100 100%
Analysis: From the above table it could be inferred that 55% of the customers are having
relationship with the bank for about 1-5 years. Only 11% of customers are having more than 10
years of relationship with Mahindra Finance.
Interpretation: Most of the respondents are satisfied with the service offered by Mahindra
Finance. Presently the bank has more customers who have the account with them for more than
a year and less than 5 years.
CHART 6.6
A study on customer perception towards Mahindra Finance 41
< 1 Year 1-5 Years 5-10 Years >10 Years0
10
20
30
40
50
60
17%
55%
17%
11%
MAHINDRA FINANCE ACCOUNT OPER-ATIONS
IOB ACCOUNT OPERATIONS
A study on customer perception towards Mahindra Finance 42
TABLE 6.8
Best Insurance Product in MAHINDRA FINANCE
SL. NO INSURANCE
PRODUCT
NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 Tax Saver 15 15%
2 Investment 20 20%
3 Security 5 5%
4 All the Above 60 60%
Total 100 100%
Analysis: From the above table it could be inferred that 60% of the customers choose the entire
insurance product for their benefits. Only 5% of the customers choose the insurance product
offered them security.
Interpretation: Most of the respondents are investing in MAHINDRA FINANCE for tax
saving, investment and security for their money. This shows that the customers believe
MAHINDRA FINANCE has a best insurance market in India.
CHART 6.8
A study on customer perception towards Mahindra Finance 43
Tax Saver Investment Security All the Above0
10
20
30
40
50
60
70
15%20%
5%
60%
INSURANCE PRODUCT
INSURANCE PRODUCT
TABLE 6.9
OTHER MAJOR SERVICES IN MAHINDRA FINANCE
A study on customer perception towards Mahindra Finance 44
SL. NO OTHER SERVICES
IN MAHINDRA
FINANCE
NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 Vehicle loan 16 16%
2 Home loan 54 54%
3 Personal loan 23 23%
4 Bond 7 7%
Total 100 100%
Analysis: From the above table it could be inferred that 54% of the customers feel the home
loan is the service other than the general service. Only 7% of the people prefer to Forex
exchange.
Interpretation: Most of the respondents are utilizing the additional service of home loan
fascilities from MAHINDRA FINANCE. But only few people are utilizing the personal loan ,
bond and other services from MAHINDRA FINANCE.
A study on customer perception towards Mahindra Finance 45
CHART 6.9
1 Vehicle loan
2 Home loan 3 Personal loan
4 Bond 4 Total
NUMBER OF RESPONDENTS
16 54 23 7 100
PERCENTAGE OF RESPON-DENTS
0.16 0.54 0.23 0.07 1
1030507090
110
Chart Title
Axis Title
A study on customer perception towards Mahindra Finance 46
TABLE 6.12
AWARNESS AND SATISFACTION LEVEL OF VARIOUS LOANS
SL. NO LOAN SCHEME NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 Vehicle loan 8 8%
2 Personal loan 15 15%
3 Home loan 72 72%
4 SME Loan 5 5%
Total 100 100%
Analysis: From the above table it could be inferred that 72% of the customers are aware of the
Home Loan. Only 5% of the customers are not sure on the SME loan.
Interpretation: Most of the respondents are Aware about the home loan in Mahindra Finance.
But few customers are not so.
A study on customer perception towards Mahindra Finance 47
CHART 6.12
1 Vehicle loan
2 Per-sonal loan
3 Home loan
4 SME Loan
4 Total
NUM-BER OF RE-SPONDENTS
8 15 72 5 100
PER-CEN-TAGE OF RE-SPONDENTS
0.08 0.15 0.72 0.05 1
105090
Chart Title
Axis Title
A study on customer perception towards Mahindra Finance 48
TABLE 6.13
LOCKER FACILITY AVAILING CUSTOMER
SL. NO LOCKER
FACILITY
PREFERENCE
NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 Business People 50 50%
2 Government Staff 30 30%
3 Bank Staff 13 13%
4 House Wife’s 7 7%
Total 100 100%
Analysis: From the above table it could be inferred that 50% of the customers using locker
facility are business class people. Only 7% of the customers are house wife’s using locker
facility.
Interpretation: Most of the respondents say they are utilizing the locker facility in Mahindra
Finance. The main players are business class people. Followed by government staff’s and then
bank staff’s.
A study on customer perception towards Mahindra Finance 49
CHART 6.13
Business People
Government Staff
Bank Staff House Wife’s0
10
20
30
40
50
60
50%
30%
13%7%
LOCKER FACILITY PREFERENCE
LOCKER FACILITY PREFERENCE
A study on customer perception towards Mahindra Finance 50
TABLE 6.14
RELATIONAL SHIP BETWEEN BANKER & CUSTOMER
SL. NO RELATIONSHIP
BETWEEN BANK
& CUSTOMER
NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 Good 13 13%
2 Moderate 58 58%
3 Better 9 9%
4 Poor 20 20%
Total 100 100%
Analysis: From the above table it could be inferred that 58% of the customers are have
moderate relationship with Mahindra Finance. Only 9% of the customers feel relationship
between bank & customer is better.
Interpretation: Most of the respondents are having a moderate relationship between the bank &
customer. But few customers are feeling it is better and some feel it is poor in relationship.
A study on customer perception towards Mahindra Finance 51
CHART 6.14
Good Moderate Better Poor0
10
20
30
40
50
60
70
13%
58%
9%
20%
RELATIONSHIP BETWEEN BANK & CUSTOMER
RELATIONSHIP BETWEEN BANK & CUSTOMER
A study on customer perception towards Mahindra Finance 52
TABLE 6.15
FIXED DEPOSIT INTEREST RATE SLAB OF MAHINDRA FINANCE FROM OTHER
BANKS
SL. NO FIXED DEPOSIT
RATE
NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 2- 3% 5 5%
2 3- 4% 27 27%
3 5- 10% 40 40%
4 Above 10% 28 28%
Total 100 100%
Analysis: From the above table it could be inferred that 40% of the customers are satisfied with
the interest rate slab. Only 5% of customers are not satisfied.
Interpretation: Most of the respondents are satisfied with the fixed rate slab with the bank.
Hence it is offering the interest rate at minimum level. Also few people are not aware of the
interest rate of fixed deposit in Mahindra Finance.
A study on customer perception towards Mahindra Finance 53
CHART 6.15
2- 3% 3- 4% 5- 10% Above 10%0
5
10
15
20
25
30
35
40
45
5%
27%
40%
28%
FIXED DEPOSIT RATE
FIXED DEPOSIT RATE
A study on customer perception towards Mahindra Finance 54
TABLE 6.16
OPINION ABOUT THE CHARGES LEIVED BY MAHINDRA FINANCE
SL. NO CHARGES LEIVED
BY MAHINDRA
FINANCE
NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 High 26 26%
2 Moderate 64 64%
3 Low 10 10%
Total 100 100%
Analysis: From the above table it could be inferred that 64% of the consumers feel that the
charges are high comparatively from other banks. Only 10% of consumers are not satisfied in
charges levied by Mahindra Finance.
Interpretation: Most of the respondents are not satisfied the charges levied by Mahindra
Finance. Customers are expecting the charges to be reduced to get more benefit from the bank.
A study on customer perception towards Mahindra Finance 55
CHART 6.16
High Moderate Low0
10
20
30
40
50
60
70
26%
64%
10%
CHARGES LEIVED BY MAHINDRA FINANCE
CHARGES LEIVED BY IOB
TABLE 6.17
A study on customer perception towards Mahindra Finance 56
HOW DO YOU KNOW MAHINDRA FINANCE
SL. NO HOW YOU
KNOW MAHINDRA
FINANCE
NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 Advertisement’s 20 20%
2 Friends & Relatives 61 61%
3 Awareness 18 18%
4 Direct Selling Agents 1 1%
Total 100 100%
Analysis: From the above table it could be inferred that 61% of the consumers are referred by
friends & relatives for the best service offered by Mahindra Finance. Only 1% of consumers are
came by direct selling agents.
Interpretation: Most of the respondents tell they are referred by their friends and relatives.
Where very few came by the advertisements and the awareness created by the bank. Very less in
count are generated by direct selling agents.
A study on customer perception towards Mahindra Finance 57
CHART 6.17
Advertisement’s Friends & Relatives Awareness Direct Selling Agents0
10
20
30
40
50
60
70
20%
61%
18%
1%
HOW YOU KNOW MAHINDRA FINANCE
HOW YOU KNOW IOB
TABLE 6.18
A study on customer perception towards Mahindra Finance 58
MOSTLY PREFFERED LOAN OFFERED BY MAHINDRA FINANCE
SL. NO MOSTLY
PREFERRED
LOAN
NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 Personnel Loan 10 10%
2 Commercial Loan 8 8%
3 Housing Loan 72 72%
4 Educational Loan 5 5%
Total 100 100%
Analysis: From the above table it could be inferred that 72% of the consumers are choosing
housing loan
Interpretation: Most of the respondents prefer housing loan from Mahindra Finance. Only few of the customers prefer education loan and other loans in Mahindra Finance
CHART 6.18
A study on customer perception towards Mahindra Finance 59
Personnel Loan Commercial Loan
Housing Loan Educational Loan
0
10
20
30
40
50
60
70
80
10% 8%
72%
5%
MOSTLY PREFERRED LOAN
MOSTLY PREFERRED LOAN
TABLE 6.19
A study on customer perception towards Mahindra Finance 60
IS MANAGER AVAILABLE FOR ANY CLARIFICATION
SL. NO MANAGER
DISCUSSION
NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 Yes 68 68%
2 No 32 32%
Total 100 100%
Analysis: From the above table it could be inferred that 68% of the customers are satisfied since
the manager is available for any clarification. Only 32% of the customers says it is not followed
in Mahindra Finance.
Interpretation: Most of the respondents are satisfied with the clarification facility with
manager. But some customers feel not so.
A study on customer perception towards Mahindra Finance 61
CHART 6.19
Yes No0
10
20
30
40
50
60
70
80
68%
32%
MANAGER DISCUSSION
MANAGER DISCUSSION
A study on customer perception towards Mahindra Finance 62
TABLE 6.20
OTHER SERVICE OUTLETS OF MAHINDRA FINANCE
SL. NO OTHER SERVICES NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 Yes 95 95%
2 No 5 5%
Total 100 100%
Analysis: From the above table it could be inferred that 95% of the customers are aware that
Mahindra Finance has other service outlet . Only 5% of the customers do not know there are
any branches.
Interpretation: Most of the respondents are aware that there are branches throughout the india.
Where we can see that many people are aware in the branch regarding other outlets.
CHART 6.20
A study on customer perception towards Mahindra Finance 63
Yes No0
10
20
30
40
50
60
70
80
90
100
95%
5
OTHER SERVICES
ABROAD SERVICES
TABLE 6.21
A study on customer perception towards Mahindra Finance 64
DRAWBACKS/ PROBLEM WITHIN MAHINDRA FINANCE
SL. NO CUSTOMER
SUGGESTION
NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 Yes 86 86%
2 No 12 12%
3 Not Sure 2 2%
Total 100 100%
Analysis: From the above table it could be inferred that 86% of the consumers are suggesting
that there are drawbacks within ION. Only 12% of consumers are sure that there are no internal
problems in MAHINDRA FINANCE.
Interpretation: Most of the respondents tell that there are some internal problems and
drawbacks in Mahindra Finance. Where few people saythat no problem in Mahindra Finance.
A study on customer perception towards Mahindra Finance 65
CHART 6.21
Yes No Not Sure0
10
20
30
40
50
60
70
80
90
100
86%
12
2
DRAWBACKS/ PROBLEM WITHIN MAHINDRA FINANCE
Customer Satisfaction
A study on customer perception towards Mahindra Finance 66
FINDINGS OF THE SYUDY
FINDINGS OF THE STUDY
58% of the respondents are opinion that the customers are choosing saving account in
Mahindra Finance.
A study on customer perception towards Mahindra Finance 67
43% of the respondents are opinion that the customers are satisfied with the service and the
quality of products in Mahindra Finance.
57% of the respondents are opinion that the customers are using senior citizen services in
Mahindra Finance.
62% of the respondents rated that Mahindra Finance products is good.
76% of the respondents are ready to refer Mahindra Finance to others.
55% of the respondents have relationship with the Mahindra Finance for about 1-5 years.
60% of the respondents are opinion that all the insurance products of Mahindra Finance are
beneficial.
72 of the respondents are opinion that they are aware of home loan product of Mahindra
Finance.
50% of the respondents are utilizing the locker facility in Mahindra Finance by business
class people.
72% of the respondents are opinion that the publicity of Mahindra Finance to the people is
done through friends & Relatives.
64% of the respondents are sure that the levied charges by Mahindra Finance are low.
72% of the respondents are opinion that the customers prefer Housing Loan from Mahindra
Finance.
68% of the respondents are satisfied with the manager availability for any clarification.
58% of the respondents are opinion that the customers have moderate relationship with
Mahindra Finance.
95% of the respondents are aware of the Mahindra Finance service outlets in other areas
50% of the respondents agree that customers have some drawbacks and problems in
Mahindra Finance.
40% of the respondents are satisfied with the interest rate slabs.
36% of the respondents are opinion that the immediate attention on any complaints.
71% of the respondents are opinion that they do not expect any more service from Mahindra
Finance.
A study on customer perception towards Mahindra Finance 68
SUGGESTIONS &
RECOMMENDATIONS
SUGGESTIONS & RECOMMENDATIONS
With regard to banking products and services, customers respond at different rates, depending
on the consumer’s characteristics. Hence Mahindra Finance should try to bring their new
product and services to the attention of potential early adopters.
Due to the intense competition in the financial market, MAHINDRA FINANCE should
adopt better strategies to attract more customers.
Return on investment company reputation and premium outflow are most preferred attributes
that are expected by the respondents. Hence greater focus should be given to these attributes.
Mahindra Finance should adopt effective promotional strategies to increase the awareness
level among the customers.
Mahindra Finance should ask for their consumer feedback to know whether the customers
are really satisfied or dissatisfied with the service and product of the bank. If they are
A study on customer perception towards Mahindra Finance 69
dissatisfied, then the reasons for dissatisfaction should be found out and should be corrected
in future.
The Mahindra Finance brand name has earned a lot of goodwill and enjoys high brand
equity. As there is intense competition, Mahindra Finance should work hard to maintain its
position and offer better service and products to customers.
The bank should try to increase the Brand image through performance and service then, only
the customers will be satisfied.
Majority of the people find banking important in their life, so Mahindra Finance should
employ the strategies to convert the want in to need which will enrich their business.
The bank may conduct events/ schemes week or months for promoting products.
A separate information desk marked as an investment consultancy provider may be
established for catering to the needs of the customers.
A refined data base may be used for sending personal reminders to the customers.
Strategic points may be identified for the displaying the potters. All the communications
may be bear the information/ logo of the different schemes.
Cost effective, visually appearing tools like bulletin board may be used for promotion.
Direct mailers may be sent to co-operate account holder.
A study on customer perception towards Mahindra Finance 70
CONCLUSION
CONCLUSION
The project entitled “THE STUDY ON CUSTOMER PERCEPTION TOWARDS
MAHINDRA FINANCE ”has helped me in studying satisfaction about services and products
offered to customers. Since the opening up of the banking sector, private banks are in the fray
each one trying to cover more market share than the other. Mahindra finance must also be alert
what with Private Banks (ICICI, HDFC) breathing down its neck.
I am sure the bank will find my findings relevant and I sincerely hope it uses my suggestions
enlisted, which I hope will take them miles ahead of competition.
A study on customer perception towards Mahindra Finance 71
In short, I would like to say that the very act of the concerned management at Mahindra Finance
in giving me the job of critically examining consumer satisfaction towards financial products
and services of the company is a step in their continual mission of making all round
improvements as a means of progress.
I am sure the bank has a very bright future to look forward to
And will be a trailblazer in its own right.
A study on customer perception towards Mahindra Finance 72
BIBLOGRAPHY
BIBLOGRAPHY
Websites
www.wikipedia.com
www.thehindu.com
www.newyorktimes.com
www.economictimes.com
A study on customer perception towards Mahindra Finance 73
www.mahindrafinance.com
Books Referred
“SERVICE MAKETING”,
Zeithaml.A
Tata Mc Graw-Hills, Publications
New Delhi
“BUSINESS STATISTICS”
G.P.Gupta
Sultanchand Publication
Mumbai
“Research Methodology”
Kothari.C.R
New Age International Publication
New Delhi
A study on customer perception towards Mahindra Finance 74