Project on Shriram Finance (STFC)

Introduction Like any other financial product, providing finance is largely dependent on how well company plans out its marketing strategies which helps in increasing its visibility and building a distinct brand. Looking at the intense competition, it is become very necessary for company to make a name for themselves in consumer’s mind. So the opinion of customers play an important role in making marketing strategies. Hence this project will provide the some facts and figures about STFC and its customer connect initiative. It will also help to find out the type brand image of STFC customers have in their minds.

India is emerging as a global automobile giant. In recent years this industry has made pioneering efforts in adopting modern technology and allowing the entry of foreign players. This is well supported by the economic conditions particularly in the financial sector and in foreign direct investment. During the last decade, conscious efforts have been made to finetune state policy to enable the Indian automobile industry realizes its potential to the fullest. The freeing of the industry from this restrictive environment has helped it to itself to global development.

Increasing competition as result of liberalization has led to continuous modernization as well as international standards. Moreover, auto finance with aggressive marketing strategies has played a bid role in boosting the automobile demand.

Commercial vehicles, widely

considered being the economy’s barometer, have had a good start for the year.

ABOUT THE COMPANY Shriram Transport Finance Company, Ltd are a part of the "SHRIRAM" conglomerate which has significant presence in financial services viz., commercial vehicle financing business, consumer finance, life and general insurance, stock broking, chit funds and distribution of financial products such as life and general insurance products and units of mutual funds. Apart from these financial services, the group is also present in non-financial services business such as property development, engineering projects and information technology. STFC was incorporated in the year 1979 and is registered as a Deposit taking NBFC with Reserve Bank of India under section 45IA of the Reserve Bank of India Act, 1934.

Objectives of the study: To know the perception of customers towards SHRIRAM TRANSPORT FINANCE COMPANY to improve the quality of services.  To know whether the customers are satisfied with the present services of the company.  Factors considered in selecting SHRIRAM TRANSPORT FINANCE COMPANY to take finance for HCV (Truck).  To study the behaviour of executives of SHRIRAM TRANSPORT FINANCE COMPANY towards customers.  To seek suggestions and opinions from customers regarding the improvement of services.

Scope of the study:The study will help the company to know their awareness among the consumers, the perception, and brand position of the company.  The company can find out where their competitors stands in the minds of the customers.  The study will help the company to make proper marketing strategy for their weaker areas.  The study covers the customers owning HCV in Lakhimpur city.

Limitations of the study:Not a single work is exception to the limitations every work has got its own limitations, so due to time constraint, my study confines only to Lakhimpur city and it is not possible to make extensive study. It is assumed that the sample selected represents entire population.

The world is full of stimuli. A stimulus is any unit of input affecting one or more of the five senses sight, smell, taste, touch, and hearing. The process by which we select, organize and interpret these stimuli into a meaningful and coherent picture is called perception. In essence, perception is how we see the world around us and how we recognize that we need some help in making a purchase decision. People cannot perceive every stimulus in their environment. Therefore, they use selective exposure to notice and which to ignore. Marketers must recognize the importance of cues or signals, in customer’s perception of products. Marketing managers first identify the important attributes, such as price or quality, that the targeted customers want in a product and then design signals to communicate these attributes. Customers also associate quality and reliability with certain brand names. Companies watch their brand identity closely, in large part because a strong link has been established between perceived brand value and customers loyalty.

Customer Perception Audits:

Every time you lose a customer, there’s a reason why.

Do you really know what your customers think about your business, your offerings, or your service? Are they having good or bad experiences? Are you equipped with the insight you need to improve customer satisfaction and loyalty, and make the changes that matter? Entrepreneurs are often too busy to really take the time to tap into what customers are really thinking. But customers hold the key. They know what you need to do to dramatically increase the value you deliver to them. Why keep this data a secret? Uncovering and understanding it will give you what you need to be the best, generate higher sales and referrals and earn repeat business. Customer Perception Audits by Coach Kevin captures information on the experiences your customers

are

having,

analyzes

the

data,

and

provides

meaningful,

actionable

recommendations on short-term and long-term improvements, with the goal of closing the gap between the service that is delivered and the service that customers expect. Opening of economy and liberalization in trade in the country brought a sea of change in customer’s perception of buyer and seller relationship. The customer today is not only very

demanding but also likes to know the relationship between the supplier of goods and services and its relationship with the manufacturer or principal and its antecedents. It is on this relationship depends the guarantee and warranty terms to which the customer is entitled. A customer expects trouble free service during the guarantee period. Thereafter it is expected that a product will last to its full productive life with minimum down time and the vendor will provide the required support service to ensure the customer is not put to trouble. For adopting Japanese management or for customer oriented management we should first have the willingness and a determination much above the petty personal gains. It needs an attitudinal change. Looking towards present socioeconomic and political conditions such change is not foreseen in immediate future. Market forces will have to play the game with only customer in mind if India has to make global presence. There is little time in hand as we are having challenges from all sides. Small nations like Korea, Taiwan, and Singapore etc. have already surpassed us. These nations are working on a vision and resultant plans. It is the right time for market players to pamper the customer. As the saying goes, the four deadly sins of corporate management-complacency, blindness, megalomania, and greed. Remember that a customer always buys a product or service with a lot of expectations which he has derived from the promotional inputs of the company or other sources including wordof-mouth. So a customer would be satisfied when Performance is equal to Expectation while would not be satisfied when Performance does not match with Expectations. Now this expectation is what has been derived from perception. Perception is not good or bad, right or wrong, it is just the way someone judges an experience based on their value system of what they believe should happen. Since people are unique, each of their perceptions are unique. On the other hand each situation is a "point of contact" with an employee that will tell the customer a "truth" about the company's idea of customer service. Each situation will create expectations of what the next experience will probably be like.

The present day market is flooded with a variety of Non- banking and as well as banking financial institutions as many as if not more than companies like SHRIRAM TRANSPORT FINANCE COMPANY, Tata Finance, Sundaram finance etc. are marketing their products. Time has become talk of the town therefore the customers give utmost priority to those financial institutions which gives loans at lower rate of interest, quick loans, documentation, percentage of finance etc. which have been exerting influence on the playing decision of the consumer. The SHRIRAM TRANSPORT FINANCE COMPANY is the largest NBFC (Non-Banking Financial Corporation) in the country exclusively engaged in financing for heavy commercial vehicles (HCV) perhaps it is the only company rendering better performance from a long period of time with the presence of all these factors. The SHRIRAM TRANSPORT FINANCE COMPANY is making sales as hotcake. The study on hand is directed to understand “the perception of customers towards SHRIRAM TRANSPORT FINANCE COMPANY to improve the quality of service” are induced with the help of various fiscal and monetary devices. For example, if the planning authority wishes to boost the production of corn oil in Pakistan it will provide subsidies, tax holidays and loans to the firms involved in production of corn oil. To encourage savings and investment and discourage consumption a suitable package of fiscal and monetary policies can be introduced in the market. Therefore, the desirable results can be attained with the help of incentives and without the imposition of orders and instructions. Moreover, in such planning there is less sacrifice and less loss of liberty – economic as well as non-economic.

Purpose of The Study: The main purpose of the study is to understand the perception of customers towards SHRIRAM TRANSPORT FINANCE COMPANY which will help the company to make proper marketing strategy to render good services and satisfy the needs of the customers. The study will help the company to make proper strategies and emphasize on their weaker areas.

Established in the year 1974, the Shriram Group, comprising 750 Branches and Service Centers, in India's premier financial services chain. This company is the largest player in Truck Financing and Chit funds in the Indian subcontinent. The group, having an annual turnover of Rs. 6,000 crore (USD 1.3 billion), has a significant presence in the Insurance Consultancy, Consumer Durable Finance and Stock Broking businesses. It also have diversified investments in areas such as Information Technology, Pharmaceuticals,

Property

Development,

Project

Engineering,

Packaging

and

Auto

Components. It employ over 11,000 employees across the countries that are committed to providing excellent customer service. It also have over 75,000 agents nationwide who reach out to its customers in even the most remote areas.

The Shriram Group's business ventures are built on providing the most efficient and customer-focused services based on the simple principle of putting people first. This 'People First' business philosophy has earned them unstinted customer loyalty through many generations.

APRIL 2005: Shriram Group attracts largest Venture Capital Investment in the Indian nonbanking financial sector, from Overseas JULY 2004: UTI Bank picks up equity stake in two Shriram Group companies 17 MARCH, 2003: Shriram Investment Limited received the Mother Teresa Award for Corporate Citizenship. DECEMBER 2002: Shriram Group enters into strategic alliance with Citicorp Finance and Cummins Auto Services

31 AUGUST, 2002: Shriram Group ties up with UTI Bank for Retail Truck Financing Scheme to offer low cost loans for purchase of new or used trucks to transport operators. 7 MAY, 2002: Ms. Akhila Srinivasan awarded as the "Outstanding Woman Professional" for the year 2002 4 FEBRUARY, 2000: Shriram Recon Trucks incorporated as India's first corporate network for selling reconditioned used trucks. 15 DECEMBER, 1999: Medicorp, the flagship company of Shriram group’s pharmacy division became the first Indian company to win the Indian Drug Manufacturers Association. 27 MARCH, 1986: Shriram City Union Finance Ltd. Incorporated for cars and two-wheelers. 12 MARCH, 1980: Shriram Investments Ltd. Incorporated 13 JUNE, 1979: Shriram Transport Finance Company Ltd. Incorporated

Helping create wealth, empowering people through prosperity, putting people first. The Shriram Group set out with the objective of reaching out to the common man with a host of products and services that would be helpful to him in his path to prosperity. Over the decades, the Group has

achieved significant success in executing this objective and has

created a tremendous sense of loyalty amongst its customers.

Efficiency in operations, integrity and a strong focus on catering to the needs of the common man, by offering him high quality and cost-effective products & services, are the values driving the organization. These core values are deep-rooted within the organization and have been strongly adhered to over the decades.

The group prides itself on its perfect understanding of the customer. Each product or service is tailor-made to perfectly suit the needs of the customer. It is this guiding philosophy of putting people first that has brought the Group closer to the grassroots and has made it the preferred choice for all financing requirements amongst the customers.

Non-Banking Financial Company (NBFC) is a company registered under the Companies Act, 1956

and

is

engaged

in

the

business

of

loans

and

advances,

acquisition

of

shares/stock/bonds/debentures/securities issued by Government or local authority or other securities of marketable nature, leasing, hire-purchase, insurance business, chit business but does not include any institution whose principal business is that of agriculture activity, industrial activity, sale/purchase/construction of immovable property. A non-banking institution which is a company and which has its principal business of receiving deposits under any scheme or arrangement or any other manner, or lending in any manner is also a non-banking financial company (Residuary non-banking company).

NBFCs are doing functions akin to that of banks, however there are a few differences: 1. A NBFC cannot accept demand deposits; 2. It is not a part of the payment and settlement system and as such cannot issue cheques to its customers; and 3. Deposit insurance facility of DICGC is not available for NBFC depositors unlike in case of banks.

Commercial Vehicle It is the funding of products include, trucks, buses, tippers, light commercial vehicles, pickups, 3 wheelers, etc. Range of services: funding of new vehicles, refinance on used vehicles, balance transfer on high cost loans, top up on existing loans, Extend product, working capital loans & other banking products.

Who are eligible? Any individual / Partnership firm / company with more than 2 years business experience. Ownership of a vehicle is not mandatory. Funding extended to First Time User, Transporters and Captive Consumers.

How much? Loan amount can vary from a few thousands to crore depending upon the specific requirement. Funding can be up to the extent of 100 % of the chassis, body funding can be extended on special requirement & on the past experience. Generally undertaken is Hypothecation funding. They are also taking over an old high-interest loan and converting it into low interest loan.

Repayment: In general repayment period is of 3 -4 years, however depending on the nature of the deal the tenure can vary from 6 - 60 months. The repayment schedule & the amortization schedule is sent on disbursement of the loan.

Interest? Interest is charged on a flat rate based on the scheme applicable for the particular product.

Farm equipment loan has also a big chunk in the vehicle finance.

Who are eligible? Agricultural Users Any individual aged above 21 years at the beginning of the tenure and below 65 years by the end of the tenure; involved in agriculture for the last 5 years.  Having minimum 2 acres of land with its value at least twice the loan amount.  Staying in the same place for at least 3 years.  Having an annual income equal to the yearly installment  Mortgage of land of 2 to 3 times of the loan amount

Commercial Users  Any individual aged above 21 years at the beginning of the tenure and below 65 years by the end of the tenure; involved in business for the last 3 years.  Owns at least one tractor or commercial vehicle.  Owns either a house or an office or at least 2 acres of land.  Has a permanent phone connection either at office or at home.

Loan Amount? The loan amount varies from customer to customer depending on the valuation of the land being mortgaged, income of the customer and tenure desired. A maximum of 100% of the cost of the tractor, 75% of the cost of the trailer and 50% of the cost of the implements is funded.

Documentation for Agricultural use: 1. Application form with photograph of the customer and all co applicants and/or guarantor. 2. Performa Invoice of the asset to be funded from an authorized dealer. 3. Land records of the borrower/s. 4. Land valuation and title search report of the land. 5. Residence proof of the borrower/s.

6. Identity proof of the borrower/s. 7. Signature verification of the borrower/s. 8. Loan agreement, duly signed by the applicants and guarantor. 9. 2 SPDCs (Security Post Dated Cheques) for entire tenure.

Documentation for Commercial use: 1) Application form with photograph of the customer and all co applicants and/or guarantor. 2) Proforma Invoice of the asset to be funded from an authorized dealer. 3) Proof of Income (any of the following): (a) Billing statement for the past one year (b) Latest Income tax Return (c) Last 6 months bank statement 4) Residence proof of the borrower/s. 5) Identity proof of the borrower/s. 6) Signature verification of the borrower/s. 7) Loan agreement, duly signed by the applicants and guarantor. 8) 2 SPDCs (Security Post Dated Cheques) for entire tenure.

Rates & Fees? The rate of interest varies from customer to customer and depends on various factors like land holding, loan amount, viability of the proposition and the underlying collaterals provided.

Interest? Interest is charged on a monthly/quarterly/half-yearly reducing balance basis as the case may be. Every installment that is paid has a component of principal as well as interest. Interest is charged on the principal outstanding after every installment payment.

Two wheeler finance is comparably Simple, Friendly and Quick. Loan Schemes are available from Rs.7500/- onwards to Rs.150000/- in easy installments over a period of 6 to 36 months.

Who are eligible? 1) Salaried Individuals 2) Self Employed Individuals 3) Pensioners, Housewives& Students 4) Partnership Entities 5) Private Limited Companies 6) Public Limited Companies

Documents: 1. Identity Proofs 2. Residence Proof 3. Income Proof 4. Post Dated Cheques 5. Copy of Credit Card 6. CC billing statement 7. Bank passbook/Statement 8. No objection Certificate.

Interest Rates? Interest rate is charged on a monthly reducing balance.

• Recipient of the social responsiveness awards instituted by Business world – Compaq at national level under the auspices of FICCI, Delhi.

• Adjudged as the third prize winner for having rended commendable service in the areas of social welfare and rural development.

• Ms. Akhila Srinivasan receiving the social responsiveness Award instituted by Business World – Company from the Hon’ble Vice – President of India Krishna Kant in the year 1999.

• Recipient of outstanding woman professional for 2000 – 01 by FICCI – FICCI Ladies organisation (FLO). The award was given by Ms. Sheila dixit Chief Minister Delhi.

• Mother Teresa award for corporate citizenship instituted by Loyola institute of Business Administration (LIBA) Chennai, 2002.

They have always believed in delivering financial value with a human face. As a company firmly grounded up a middle class ethos, we take our social responsibilities very seriously. Their corporate Social Responsibility (CSR) initiative started with the Shriram Social Welfare Trust (SSWF) that was set up in the year 1993. SSWT is today active in the following areas.  Orphan and destitute care  Primary education for the rural poor  Micro – credit financing through self- help groups for the marginalized  Empowerment and upliftment of women in villages.

To swiftly help the poor and the needy to be self-reliant and live with dignity, not charity. The primary focus and beneficiaries of the Trust’s activities are.  Abandoned neglected and destitute children.  Juvenile delinquents in need of care and protection.  Children of poor and illiterate parents.  Disadvantaged and marginalized section of women, particularly rural women

1. Launch of Shriram Rural Development Project (SRDP) to create and develop 2. Social and human capital among the poor. 3. Micro credit financing through self-help groups in 156 villages in Tamil Nadu, Andhra Pradesh and Karnataka.

The trust runs four schools in rural areas at Thiruneermalai, Pallikaranai, Moovarasampet in Tamil Nadu and in Prakash Nagar, Guntur Dist. In Andhra Pradesh. Over 2000 children receive free education. Schools offer education up to class VII and student will progressively move up to higher secondary level.

Future Plans: 1. To start six primary schools for the rural poor in the villages of Andhra Pradesh. 2. Government of Andhra Pradesh to hand over 3.5 acres of land to SSET in six districts. 3. Immediate Plans: to start two schools in Cudapah and Guntur districts in June 2005.

Long Term Benefits Of The Program: 1. Reduction in rural indebtedness 2. Bank/institutional credit for investment in income – generation activities. 3. Improved household food security round the year, better nutrition. 4. Improved household income. 5. Empowerment of Women. 6. Greater leverage and status of SHG members in local communities and with the state.

The Future According To Shriram: 1. To enlarge the scope of micro credit financing activity through NBFC Shriram Investment Limited. 2. To extend activities to Bihar, Kharkand, and Eastern Uttar Pradesh. 3. To lend credit at low interest rates to 3 lakh women below poverty line in the next 3 years.

National Awards Won:  Business World Compaq award fota Social Responsiveness instituted by FICCI from the Hon’ble Vice – President of India Mr. Krishna Kant on 1999.  Mother Teresa award for Corporate Citizenship instituted by Loyola Institute of Business Administration (LIBA), Chennai in 2002.

 Shriram Truck Financing Companies. The wheels of progress.  Largest NBFC in the country exclusively engaged in financing of heavy commercial vehicles.  Monopoly position in financing of used vehicles.  All India presence with a branch network of 260 offices and employing over 4000 people.  Growing at the rate of 30% per annum.  Funds managed – Rs 6000 crores.  Equity investors - Citicorp, UTI Banks, Reliance Capital and FMO Netherlands have added tremendous value and strength.

 Venture capital firm Chris capital joins as a strategic partner by acquiring 21% equity. We entered the Consumer Durable Finance business in early 2002 through 'Shriram City Union Finance Ltd., the consumer finance arm of the group. Within a short span of 2 years, we have managed a portfolio of over Rs.584 crore. Our monthly business amounts to over Rs.25 crore in individual loans, ranging from as little as Rs.8,000 to Rs.1,00,000, and with tenures ranging from 12 months to 36 months. Since its inception, we have financed over 2,15,000 white goods and two-wheelers, with over 90% of the business arising out of the non-

metro markets. This financing is backed by lines of credit extended by ICICI Bank, UTI Bank and Development Credit.

Group Companies That Cater To Truck Financing Needs: Shriram Investments Limited in the South Shriram Transport Finance Company Limited in the West Shriram Overseas Finance Limited in Northern/Eastern regions in India.

Our Equity Partners: Citicorp financial services Ltd. An arm Citigroup has taken 14.9% equity stake in Shriram investments Limited and Shriram Transport Financial Company Limited in 2002. FMO the Dutch Government owned financial services company has recently picked up equity stake in SIL and STFC. The company has extended a long term debt of 6 million Euros each to the two companies. Reliance Capital has also taken an equity stake in the two companies at a premium.

An Overview Of The Shriram Group Truck Financing Business In India: Area Of Operation

All India

Branch offices

260

Employees

4000

Depositors

12.20 lakhs

Agency Force

15,000 plus resident representatives 1300.

Funds managed

Rs. 6000 crores

Net worth

Rs. 349 crores

Stock Listing

Major exchanges including the BSE and the NSE.

We entered the consumer Durable Finance Business in early 2002. Through Shriram City Union Finance Ltd. The consumer arm of the group. Within a short span of 2 years, we have managed a profile of over rest 684 crores in this business. Our monthly business amounts to over Rs. 25 crores in individual loans, ranging from as little as Rs. 8000 to Rs. 100000 and with tenures ranging from 12 months to 36 months. Since its inception we have financed over 215000 white goods and two wheelers with over 90% of the business arising out of the non-metro markets. This financing is backed by lines of credit extended by ICICI Band, UTI Bank and Development Credit.

Shriram chits is the largest chits fund in the country. We have grown to become a trusted household investment option. The growth registered by Shriram Chits recent years not only indicated the usefulness of this savings instrument, but is also a reflection our customers trust in. Chits one of the earliest investment instrument known to man, were founded by the enlightened communities of India. These have, ever since, worked to the advantages of communities that are batting scarce capital resource. Shriram chits started its operations in the year 1974 with a single branch that has quickly grown into trusted household name for making chits a viable form of saving and borrowing to all sections of the social. Shriram chits operates in four states. Tamil Nadu, Andhra Pradesh, Karnataka and Maharashtra, where has a reputation for timely disbursement of funds and excellent customer services which differentiates it from other companies.

Using state of the art computer systems/networks and a transparent accounting system, Shriram Chits have transformed this contemporary method of savings into an attractive personalized to banking system. This financing is backed by lines of credit extended by ICICI Band, UTI Bank and Development Credit.

Shriram group has adopted a two strategy in this segment. 1. Broking arm – Armur Consultants – floated in year 2002 2. Retail Marketing Arm: Ski marketing floated in year 2001.

Armur Consultants Private Limited: Armur consultant is engaged in insurance broking in corporate insurance markets and has already aggregated business volumes in excess of Rs. 200 crores ($ 44 million) in premiums. Amour consultant comprises a team of distinguished professionals from insurance, finance, law and other management discipline, who have vast business and managerial experience. The company has handled major claims for renowned clients. There have been several claim cases that were won even in the arbitration stage. The term at Armur Consultants begins with an in depth evaluation of the client company’s business environment. The company’ risk profile is then studied. Based on the results of these evaluations. The team then suggests the most cost effective, integrated insurance package that is perfectly suited to the company’s risk profile. The company plans to extend its customer base of the existing 500000 policy holders to cross the 1 million mark by the end of financial year 2005-06.

SAMPLING: Sample plan to know the perception of customers in this project is through personal interview. SAMPLE UNIT: I have taken the customers who are owning a truck or (HCV). SAMPLING METHOD: I have used Non- probability sampling i.e. Stratified Random Sampling. Sample size for this project is 100 customers who are truck owners. RESEARCH DESIGN: In this research design of this project the study was conducted by the survey method.  Taking sample of 100 customers owning trucks by commencing sampling using the research instrument as the questionnaire.  Personal interview is considered as the sample plan.  For this project area of research is Lakhimpur City. DATA COLLECTION METHOD: I have collected the data from the following sources: PRIMARY DATA

SECONDARY DATA

 The data collected from the company persons.  Questionnaires

 Interviewing with the owners of trucks  Internet  Magazines, Catalogs, etc.

MEASURING TOOLS: For preparing this project I have considered questionnaire as measuring tool for collecting the data.

1) Do you own a HCV? Table: 3.1 Number of customers

Percentage

Yes

100

100%

No

Nil

Nil

Total

100

100%

The information presented in table 3.1 reveals that: Almost all respondents are owning Heavy Commercial Vehicle. The same information is presented in the form of diagrammatically as follows:-

Diagram-3.1 100 100 80 60 Percent 40 20

0

0 Yes

No Responses Yes

No

2. Source of finance for your HCV? Table: 3.2 Sources

Number of customers

Percentage

Co-op banks

4

4%

STFC

61

61%

Tata finance

19

19%

Others

16

16%

Total

100%

100%

The information presented in table 3.2 reveals that: 61% respondents have taken loan from STFC.  19% respondents have taken loan from Tata finance and 4% from co-op banks.  While remaining 16% have taken from other finance companies.

The same information is presented in the form of diagrammatically as follows:-

Percent

Diagram-3.2 70 60 50 40 30 20 10 0

61

19

16

Tata finance

Others

4 Co-op banks

STFC

Responses Co-op banks

STFC

Tata finance

Others

3. Are you aware of STFC? Table: 3.3 Number of customers

Percentage

Yes

100

100%

No

Nil

Nil

Total

100

100%

The information presented in table 3.3 reveals that:

Almost all respondents are aware of STFC.

The same information is presented in the form of diagrammatically as follows:-

Diagram-3.3 100

100

80 60 Percent 40 20 0

0

S1

Yes No Responses Yes

No

4) How did you come to know about this company? Table: 3.4 Sources

Number of customers

Percentage

Friends

38

38%

Agents

24

24%

Advertisements

32

32%

Others

6

6%

Total

100

100%

The information presented in table 3.4 reveals that: 38% respondents have bought finance from STFC on the advice of their friends.  24% will seek the advice of agents.  While 6% from others and 32% on the basis of Advertisements. The same information is presented in the form of diagrammatically as follows:-

Percent

Diagram-3.4 40 35 30 25 20 15 10 5 0

38 32 24

6

Friends

Agents

Advertisements

Others

Responses Friends

Agents

Advertisements

Others

5. Do you get the finance quickly from STFC? Table: 3.5 Number of customers

Percentage

Yes

84

84%

No

16

16%

Total

100

100%

The information presented in table 3.5 reveals that: 84% respondents are in favour of quick finance availability from STFC.  While remaining 16% of them are not in favour of quick finance. The same information is presented in the form of diagrammatically as follows:-

Diagram-3.5 No 16%

Yes 84% Yes

No

6) Are you satisfied with the documentation process at STFC? Table: 3.6 Sources

Number of customers

Percentage

Highly Satisfied

28

28%

Satisfied

42

42%

Neither satisfied/dis-satisfied

14

14%

Dis-Satisfied

14

14%

Highly dis-Satisfied

2

2%

Total

100

100%

The information presented in table 3.6 reveals that: 28% of the respondents are highly satisfied with the documentation process at STFC, 42% of the respondents are satisfied and from the analysis 14% of them are neither satisfied/dissatisfied.  Nearly 14% of the respondents are dis-satisfied and 2% of them are highly dis-satisfied. The same information is presented in the form of diagrammatically as follows:-

Diagram-3.6

Pecent

50 40 30 20

42 28 14

14

10 0

2 Highly Satisfied

Satisfied

Neither Dis-Satisfied Highly dissatisfied/disSatisfied satisfied Responses

Highly Satisfied Neither satisfied/dis-satisfied Highly dis-Satisfied

Satisfied Dis-Satisfied

7) Do you require any changes in the documentation process? Table: 3.7 Number of customers

Percentage

Yes

28

28%

No

72

72%

Total

100

100%

The information presented in table 3.7 reveals that: 28% of the respondents require changes in documentation process at STFC.  While 72% of the respondents are satisfied with the documentation process at STFC. The same information is presented in the form of diagrammatically as follows:-

Diagram-3.7

Yes 28%

No 72%

Yes

No

8. What do you feel about the interest rates at STFC? Table: 3. 8 Sources

Number of customers

Percentage

Very High

16

16%

High

44

44%

Moderate

34

34%

Low

6

6%

Total

100

100%

The information presented in table 3.8 reveals that: 16% of the respondents are in favour that interest rate at STFC is very high and 44% of them are in favour of High rates.  While 34% of them are in favour of moderate interest rates and 6% for low interest rates. The same information is presented in the form of diagrammatically as follows:-

Diagram -3.8 50

44

percent

40

34

30 20

16 6

10 0 Very High

High

Moderate

Low

Responses Very High

High

Moderate

Low

9) Are you satisfied by the percentage of finance provided by STFC? Table: 3. 9 Number of customers

Percentage

Yes

88

88%

No

12

12%

Total

100

100%

The information presented in table 3.9 reveals that: 88% of the respondents are satisfied with Percentage of finance given by STFC.  While 12% of them are not satisfied.

The same information is presented in the form of diagrammatically as follows:-

Diagram-3.9

No 12%

Yes No

Yes 88%

10). Are you satisfied with the services offered by STFC? Table: 3.10 Sources

Number of customers

Percentage

Completely Satisfied

10

10%

Satisfied

32

32%

Neither satisfied/dis-satisfied

20

20%

Dis-Satisfied

29

29%

Completely dis-Satisfied

9

9%

Total

100

100%

The information presented in table 3.10 reveals that: 10% of the respondents are completely satisfied with the service offered y STFC, 32% of the respondents are satisfied and from the analysis 20% of the respondents are neither satisfied/dis-satisfied.  Nearly 29% of them are dis-Satisfied and remaining 9% of them are completely dissatisfied. The same information is presented in the form of diagrammatically as follows:-

Percent

Diagram-3.10 35 30 25 20 15 10 5 0

32

29 20

10

Completely Satisfied

7

Satisfied

Neither Dis-Satisfied Completely satisfied/disdis-Satisfied satisfied Responses

Completely Satisfied Neither satisfied/dis-satisfied Completely dis-Satisfied

Satisfied Dis-Satisfied

11) What are the features that attracted you to borrow loan from STFC? Table: 3.11 Sources

Number of customers

Percentage

Low interest rates

6

6%

Easy documentation

10

10%

Quick finance

84

84%

Low EMI

Nil

Nil

Total

100

100%

The information presented in table 3.11 reveals that: 84% of the respondents are attracted by quick finance.  10% of the respondents for easy documentation.  While remaining 6% for low interest rates. The same information is presented in the form of diagrammatically as follows:-

84

6

10

Easy documentatio n

Low EMI

0

Quick finance

100 80 60 40 20 0

Low interest rates

Percent

Diagram 3.11

Responses Low interest rates

Easy documentation

Quick finance

Low EMI

12. How do you rate STFC with respect to other finance companies? Table: 3.12 Sources

Number of customers

Percentage

Tate

12

12%

Ashok Leyland

18

18%

STFC

26

26%

HDFC

18

18%

ICICI

14

14%

SBI

12

12%

Total

100

100%

The information presented in table 3.12 reveals that: 12% of the respondents rated Tata in the 1st place with other company’s and 18% of them for Ashok Leyland and HDFC in 2nd place.  26% of them rated STFC in 3rd place.  Nearly 14% of them for ICICI in 4th place. The same information is presented in the form of diagrammatically as follows:-

Percent

Diagram-3.12 30 25 20 15 10 5 0

26 18

18 14

12

Tata

Ashok Leyland

STFC

HDFC

12

ICICI

SBI

Responses Tata

Ashok Leyland

STFC

HDFC

ICICI

SBI

13. What is your experience when you approached the executives of STFC for finance of HCV? Table: 3.13 Sources

Number of customers

Percentage

Very good

22

22%

Good

48

48%

Neither good/bad

24

24%

Bad

4

4%

Very bad

2

2%

Total

100

100%

The information presented in table 3.13 reveals that: 22% of the respondents are in favour of very good behaviour from the executives of STFC, 48% of them are in favour of good behaviour.  24% of them are in favour of neither good/bad.  While 4% of them are bad and 2% very bad. The same information is presented in the form of diagrammatically as follows:Diagram-3.13 60

48

Percent

50 40 30

24

22

20 10

4

2

Bad

Very bad

0 Very good

Good

Neither good/bad Responses

Very good

Good

Neither good/bad

Bad

Very bad

14. Are your queries cleared quickly? Table: 3.14 Number of customers

Percentage

Yes

82

82%

No

18

18%

Total

100

100%

The information presented in table 3.14 reveals that: 82% of the respondents are in favour that their enquiries are cleared quickly at STFC.  While remaining 18% of them are telling their queries are not cleared quickly.

The same information is presented in the form of diagrammatically as follows:-

Diagram-3.14

No 18%

Yes 82%

Yes

No

15. Are you satisfied with the repayment system of STFC? Table: 3.15 Number of customers

Percentage

Yes

64

64%

No

36

36%

Total

100

100%

The information presented in table 3.15 reveals that: 64% of the respondents are satisfied with repayment system at STFC.  While remaining 36% of them requires changes in repayment system. The same information is presented in the form of diagrammatically as follows:-

Diagram-3.15

No 36%

Yes 64%

Yes

No

16. Do you recommend STFC to others? Table: 3.16 Number of customers

Percentage

Yes

68

68%

No

32

32%

Total

100

100%

The information presented in table 3.16 reveals that: 68% of the respondents are in favour of recommending STFC to others for taking loan.  While remaining 32% of them are not in favour of recommending to others. The same information is presented in the form of diagrammatically as follows:-

Diagram -3.16 No 32%

Yes 68%

Yes

No

17. Do you want to take finance in near future from STFC? Table: 3.17 Number of customers

Percentage

Yes

60

60%

No

40

40%

Total

100

100%

The information presented in table 3.17 reveals that: 60% of the respondents wants to take finance in near future from STFC.  While remaining 40% of them are not in favour of taking finance from STFC. The same information is presented in the form of diagrammatically as follows:-

Diagram-3.17

No 40% Yes 60%

Yes

No

Less than anticipated growth in the face of intensifying competition and rising costs, can hardly be expected to get the company foaming. By seeing the observations most of the customers are having positive perception towards Shriram Transport Finance Company Limited and are satisfied with their services such as Quick finance, Easy documentation process etc. The company is progressing continuously in the field of finance as Non-Banking Finance Company to compete with other Financial as well as Non-banking financial institutions. STFC is the Non-Banking Financial Company in the Indian scenario and it is the leader with monopoly position in financing for Heavy Commercial Vehicles.