A STUDY ON CUSTOMER SATISFACTION IN SHRIRAM CITY

UNION FINANCE LTD VALLIOOR.

 CHAPTER-1

INTRODUCTION

1.1INTRODUCITON

The present Indian economy is characterized by increasing in the

consumption rate. Today Indian market is exposed to a lot of competitions
not only from the domestic player but also global players. The competition in
the market is driving every manufacturer to cut costs and focus on satisfying
the customer which will surely help him retain his market share and also to
enhance it. The customers delight in the business world of marketing today.
All the marketers are oriented themselves towards it.

MARKET

The term market is derived from the Latin word which means trade,
merchandise or plan of business. It means interaction of the buyers and
sellers in the person or through telephone, telegraph, mail etc.

MARKETING

Marketing is a comprehensive term. It is not a mere exchange of

goods and services. It includes all those activities connected with the process
of identifying the needs of the customer and then organizing the business
accordingly to meet the needs of the consumer.
 Marketing is a social and managerial process by which individuals
and group obtain what they need and want through creating, offering and
exchanging products of value with others.

Marketing is the total system of interacting business activities

designed to plan, price, promote, and distribute wants satisfying products and
service, to present and potential customers.

CONSUMER BEHAVIOUR

One official definition of consumer behavior is The study of individuals

groups, of organizations and the processes they use to select, secure, use,
dispose of products, services experiences or idea to satisfy needs and the
impacts that these processes have on the consumer and society. This
definition brings up some useful points.

Behavior occurs either for the individual, or in the context of

group (e.g., friends influence what kinds of clothes person
wears) or an organization (people on the job make decisions as to
which products the firm should use.)
Consumer behavior involves the use and disposal of products as well
as the study of how they are purchased. Product use is often of great
interest to the marketer, because this may influence how a product is
best positioned or how we can encourage increased consumption.
Since many environmental problems result form product disposal
(e.g., motor oil being sent to sewage systems to save the recycling fee,
or garbage piling up at landfill) this is also an area of interest.
Customer behavior involves services and ideas as well as tangible
products.
The impact of consumer behavior on society is also of relevance. For
example, aggressive marketing of high fat foods or aggressive
 marketing of easy credit may be serious repercussions for the national
health and economy.

There are several units in the market that can be analyzed. The main trust
in this course is the consumer. However we will also need to analyze our
own firms strengths and weaknesses and those of competing firms. Finally,
we need to assess the marketing environment although we may have
developed a product that offers great appeal for consumers a recession may
cut demand dramatically.

WHO IS THE CUSTOMER?

We all think of customers as the people who sit at our tables and pay for
the goods and services purchased but they are individuals in their own right.
They may be business people, tourists, youngsters, retired couples or
celebrities. They cannot be looked upon as an amorphous group their needs
are different and your service should reflect the.

A customer is the most important person in our business

A customer is a person who comes to us with needs and wants and
it is our job to handle them in a manner that is profitable to
him/her and ourselves.
A customer is not a cold statistics; he/she is a human being with
feelings and deserves to be treated with respect.
A customer is not an interruption to our work he is the purpose
of it. We are not doing him a favor by serving him, he is doing us a
favor by giving us the opportunity to do so.

CUSTOMER SATISFACTION

Winning customers hearts and minds is increasingly important to

customer acquisition and customer retention. It is no coincidence that
customer satisfaction research accounts for much of market research
activities. As competitive advantage and differentiation is achieved through
product innovation and service performance (rather than competing on cost),
it is vital to monitor and manage customer satisfaction levels. Customer
satisfaction is not just about service levels or product attributes. It can be
seen as a function of two main components:

Perceptions of product and service levels received

Expectation of product and service levels

Customer satisfaction is therefore concerned with service

delivery/product performance and expectation management.

Customer Satisfaction research delivers key benefits:

Understanding the underlying drivers of satisfaction

Identification of trigger points where satisfaction management is
most needed
Prioritizations of action areas (minimum input of maximum return)
Identification of customer-supplier interactions, internal processes
and departments most likely to cause satisfaction/dissatisfaction.
Impact on loyalty and propensity to recommend; a vital bottom
line measurement
 CHAPTER-2

REVIEW OF RELATED LITERATURE

 2. LITERATURE REVIEW

CUSTOMER SATISFACTION:

The current global business environment is extremely competitive.

Todays consumers are more than willing to switch form supplier to supplier
in search of better service or courtesy. To attract and retain customers,
effective organization need to focus on determining and then providing what
their customers want and values. Advertising, market positioning product \
service imaging, discounting, crises handling and others and other methods
of attracting the customer attention or not enough.

Understanding the customer needs and expectations is essential to

winning new business. An organization must give its customers a quality
product or service that meets their needs at a reasonable price. Which
includes on time delivery and outstanding services: to attain this level,
organization needs to continually examine their quality system to see the
responsive to ever changing customer requirements and expectations.

The most successful TQM program s begins from defining quality

from the customers perspective. Quality means meeting or exceeding
customers expectations. Dr. Deming added that quality also means
anticipating the future needs of customers. Customer satisfaction, not
increasing profits, must be the primary goal of the organization.

DEFINITION OF CUSTOMER SATISFACITON

PHILIP KOTLER defines customer satisfaction as follows:

 Satisfaction as a persons feelings of pleasure or disappoint from
comparing a products perceived performance in relation to his or her
expectations.

Brown defines customer satisfaction as the state in which customer

needs, wants and expectations throughout the product or service life are met
or exceed resulting in repeat purchase, loyalty and favorable worth-of mouth.

According to JONES and SESSER, four basic element effect customer

satisfaction. They are: the basic elements of products and service, basic
support services, a recovery process for counteracting bad experiences, and
extraordinary services. There are many definitions of key elements of
services, but this one is considered appropriate in the context of care of after
sales services.

Customer satisfaction is the difficult concept to define. However, the

following ideas are usually considered to be fundamental in achieving
customer satisfaction.

The product or service must meet the customer needs, wants and
expectations for quality and functionality. It doesnt matter how
much advertising is done or after sales service provided. Service
delivered by an unenthusiastic, moody employee will leave the
customer felling let down.
Sales and promotional activities need to create a positive experience
for the customers.
For example, the attitudes of employees to make contact with
customer should be positive and professional.
After sales service should also be positive and appropriate (e.g. user
training, help lines, servicing). Customers often needs re assurance
after they have bought something that they have made the right
choice, or help in using the product properly.
 Customer satisfaction seems simple enough and yet it is far from simple,
it is not an objective statistic but more of a feeling or attitude. Although
certain statistical patterns can be developed to represent customer
satisfaction. It is best to remember that people opinion and attitudes are
subjective by nature.

Because customer satisfaction is subjective, it is hard to measure. There

are so many facts to the customers experience with a product or service that
need to be measured individually to get an accurate total picture of customer
satisfaction.

Errors can occur when customer satisfaction is simplified too much.

Since customer satisfaction is hard to measure, the measurement often its
not precise. As with more there is variability among people and often with in
the same person at different times. Often, due to the difficulty of measuring
feelings. Customer satisfaction strategies are developed around clearly stated,
logically customer opinions and the emotional issues of a purchase are
disregarded, and this can be costly mistake.

Customer satisfaction should not be viewed in vacuum, for example, a

customer may be satisfied with a product or service and therefore rate the
product and service. Highly in a survey, and yet that same customer can buy
another product or service. It is of little benefit to understand a customer
views about a product service if customers views about the product or
service are not understood. The value customer place on one product
compared to another may be better indicator of customer loyalty.

DIFFEREENT KINDS OF CUSTOMER

There are two distinct types of customers external and internal. An

external customer can be defined in many ways, such as the one who uses the
product or service, or one who influences the sale of the product or service.
 An external customer exists outside the organization and generally falls
into 3 categories: current, perspective and lost customers. Each category
provides valuable customer satisfaction information for the organization.
Each employee in the organization must know their job enhances the total
satisfaction of the customer and to gain ones.

An internal customer is just an important. Every function, whether it be

engineering, order processing or production, has an internal customer each
receives a product or service and in exchange, provides a product or service.
Every person in a process is considered a customer of the preceding
operation. Each workers goal is to make sure that the quality meets the
expectations of the person. When that happens throughout the manufacturing
sales and distribution chain, the satisfaction of the external customer should
be assured.

DIFFERENT CATEGORIES OF CUSTOMERS

Individual customers:-

In certain circumstances it may be important to ascertain whether individual

customer are on their own out of choice or whether they are actively wishing
to socialize. For example, a long holiday maker might be actively in search
of solitude or desperate to socialize.

Group of customers:-

Group often pose a challenge due to the increase numbers and diversity of
needs involved. For example, serving a party of forty diners in a restaurant as
a same time is likely to be more challenging to the staff concerned that
dealing with similar numbers arriving in smaller groups over the course of an
evening.
CUSTOEMRS OF DIFFERENT AGES:

These can be split into 2 broad categories children and adults but even
within these groups, there can be significant differences in terms of needs.
Teenagers, for example, are often sensitive about being banded together with
much younger children. Older people have different expectations of and
attributes to customer service than younger people.

Customers form different cultural backgrounds:

Cultural backgrounds can have a significant influence on people

tastes, preferences and opinions and this may well have an impact in terms of
their needs and expectations as customer. However, it is important to not to
make assumptions based upon generalized assumptions or cultural stereo
types as this like to cause offence.

Customers with specific needs

This category covers a wide area of different needs, from people

requiring wheel chair access, those with sensory disabilities people with
young children, to people with particular dietary requirements. They may
require a moral tailored service but it is important that their needs are created
for sensitivity to avoid making customers feel self conscious or a nuisance.

TRADE CUSTOMER:

It is important to remember that many businesses do not deal with the

public directly but have other businesses as their customers. These customers
will also have a variety of needs, ranging from specialist advice, advice and
assistance with promotion and after care service to trade discounts and free
gifts and corporate entertainment.

WHY CUSTOMER SATISFACTION IS IMPORTANT

The modern business environment is characterized by increasing

competition (and therefore increasing customer choice) due to trends such as:

Greater freedom of international trade and globalization markets.

Increasingly customer confidence in complaining.
Are no longer the preserves of local or national companies who can
afford to be complacent about their customers.
E-Commerce and interest marking- businesses can reach customers
around the world every minute of the day.
De-regulation of markets (i.e., allowing new entrants to markets
previously run by monopolies).
 CHAPTER-3

INDUSTRY PROFILE

We 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.

Our Company 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.

STFC decided to finance the much neglected Small Truck Owner. Shriram
understood the power of 'Aspiration' much before marketing based on
'Aspiration' became fashionable. Shriram started lending to the Small
 Truck Owner to buy new trucks. But we found a mismatch between the
Aspiration and Ability. The Truck Operator was honest but the Equity at
his command was not sufficient to support the credit levels required to buy
a new truck.

We did not have the heart to send the Truck Operator back empty handed; we
decided to fund Pre-owned Trucks. This was the most momentous decision
that we made. What followed was Sheer magic.

From Driver to Owner, even if only of a Pre-owned Truck and from Pre-owned
Truck to the New Truck, we have been with him in his journey of
Prosperity as he has been our partner in our road to success and leadership.

For us at Shriram, credit-worthiness of the Small Truck Owner has always been an
article of faith. This faith has guided our journey from our pioneering days
in financing Small Truck Owners to the present day leadership. Today we
are not only the leader in Truck Finance; we are also India's largest Asset
Based Non-Banking Finance Company.

The inability of the economists to capture data relating to the economic activity of
the informal sector has resulted in its neglect at the policy-making levels
in the government.
The distribution of Truck Ownership being scattered among a large number of
individuals has resulted in this very important group being missed by the
institutional radar.

It is estimated that 80% of trucks in the country are in the hands of individuals.

Shriram Transport Finance Company Limited (STFC) is an asset

financing non-banking finance company. The Company is engaged in
providing finance for commercial vehicles and other loans. The Company
operates through financing segment. The Company operates through a
network of approximately 850 branches. The Company is engaged in pre-
owned commercial vehicle (CV) financing business. It services include
lendings and deposits. The Company offers lending for heavy duty trucks;
medium, intermediate light duty truck; pickup truck and mini truck;
passenger vehicle; farm equipment, and construction vehicle and
equipment. The Company offers services to similar asset classes (pre-
owned and new commercial and passenger vehicles, tractors, three
wheelers and multi-utility vehicles) and ancillary services, such as finance
for working capital, engine replacement, bill discounting, credit cards and
tire-loans as holistic financing support. Shriram Automall India Limited is
the Company's subsidiary.

The Company

Shriram City Union Finance (Shriram City) was established in 1986, and is part of
the three decade-old Shriram Group. As a deposit-accepting non-banking
financial company (NBFC), Shriram City is today India's premier financial
services company specializing in retail finance. The Consumer Finance
business of the group had its origins from the needs of the Chit Funds
customers and was started in year 2002 as a separate business unit,
Shriram City Union Finance Ltd.

Shriram City has a comprehensive range of offerings comprising finance

for Two Wheelers and Three Wheelers, Four Wheeler Finance (both new
and pre-owned passenger and commercial vehicles), Personal Loans,
Small Business Loans, and Loan against Gold. This has made Shriram
City a dominant player in the field and the only NBFC to offer such a wide
range of products under one roof.

With over 1000 Business Outlets across India, Shriram City is listed on the
BSE, NSE, Madras Stock Exchanges and enjoys a high credit rating.
Shriram City Union Finance leverages on the Shriram Group's ecosystem
to reach out to prospective customers and Shriram City Union Finance's
customer base over the years has significantly comprised of customers of
other entities in the Shriram Group.

Shriram City Union Finance has a well defined Vision and Mission which
are in keeping with the Vision, Mission, and core values of the Shriram
Group.

Vision

Serving the underserved. Creating value at the bottom of the pyramid.

Mission

Striving to serve the largest number of common people through quality

non-banking financial services

We shall strive at all times to build Shriram City into the very best
organization, by maintaining the highest standards of Corporate
Governance, Personal Behaviour of Employees, and through timely
delivery of quality non-banking financial services.

CHAPTER-5
 RESEARCH METHODOLOGY

RESEARCH METHODOLOGY

PROJECT TITLE:

Customer satisfaction - A study at SHRIRAM FINANCE

VALLIOOR.

5.1STATEMENT OF THE PROBLEM

The research problem selected in view of this project is to know customer

satisfaction level towards SHRIRAM FINANCE VALLIOOR. products in
the competitive two wheeler market. The growth and success of the
organization depends upon not only its market segmentation adopted,
marketing policies, extent of market research, marketing management,
promotional activities, advertising, combination of marketing mix , but also
depends upon customer satisfaction level to the organization.

SHRIRAM FINANCE VALLIOOR is performing better in the market in

the recent days it is necessary for the company to have a feedback report, by
analyzing customer satisfaction level in the competitive market. So it is
essential to make the study more competent and effective in nature and the
study aims to find out how is the customer satisfaction level towards.

5.2 OBJECTIVES OF THE STUDY

To find out the customer awareness towards SHRIRAM FINANCE

VALLIOOR.

To find out the current market position of the company with respect to
its competitors.
To ascertain satisfaction or dissatisfaction of the customers.
To find out the drawbacks and the key areas that needs to be
improved.
To understand the nature and extent of competition that is existing in present
day shriram finance vallioor.

To analyze and compare the different brands available in the market.

To study various factors influencing customer satisfaction towards shriram
finance vallioor.

To get the suggestion from the customers for any improvement they want in
shriram finance vallioor.
 The ultimate goal of the study is to find out the actual customers
satisfaction level and in turn convert non-satisfied customers into
satisfied and delighted customers respectively.

5.3 SCOPE OF THE STUDY

The present study intends to provide an integrated picture of the level of

customer satisfaction towards SHRIRAM FINANCE VALLIOOR.

The study was conducted in the city of Customers of SHRIRAM

FINANCE VALLIOOR. have been chosen for the study. Availability and
accessibilitys are twin factors for the study held in city.

The study is also intended to know the level of customer satisfaction

towards SHRIRAM FINANCE VALLIOOR. when compared to other
brands, as the textile industry is facing a stiff competition due to
globalization.

The study applies to Businessmen, Employed, Engineer, Doctors,

Housewifes, Students and people belonging to other profession.

5.4 METHODOLOGY

Type of research

The research design used for the study was exploratory, so as to indentify
and explore the customer satisfaction level towards SHRIRAM FINANCE
VALLIOOR products. The respondents have chosen from district.

The research was conducted through structured questionnaires to

gather with formal interview. Open ended and closed ended question have
been used to get response from the respondents.
Source of Data:

Preliminary data:

Questionnaires was prepared which includes both open ended and close
ended questions. Questionnaire was administered personally. Scaling
interview techniques were employed for consumers opinion on change in
price of SHRIRAM FINANCE VALLIOOR.

Secondary Data:

The major source of secondary or supporting data is journals and

magazines and data collected through internet.

Study Area:

The study is limited to the city of SHRIRAM FINANCE VALLIOOR.

Sampling Technique:

Sampling technique used was distributing the questionnaire among the

customers in SHRIRAM FINANCE VALLIOOR.

Sample Size:

Sample size was only 100 and all of them were given to the customers .

Sample methods:

Convenience sampling method.

Tool of Analysis:
 The response was tabulated and analyzed through percentage analyses
method. The collected data has been represented in the form of tables,
column chart and pie charts.

Measurement scale:

Respondents were asked to evaluate different types of apparel brands.

Satisfaction scale was also used to measure the level of satisfaction of
customers with regards to the existing retail outlets. Behavior intention
scale was also used that measures likelihood that customers will act in a
certain way in the future, such as buying the product at a given point of time.
The copy of the instrument used for primary data collection is attached in
annexure.

5.5 LIMITATIONS OF STUDY

All the studies to be made have their own parameters and it is difficult to
make a study on assumption despite all possible efforts to make this analysis
comprehensive, scientific and accurate. Thus there is bound to be some
limitations

Some of the limitations of the study are:

Due to time constraints the study is limited.
As the scope of the study was limited to Mysore city.
The accuracy of the report depends upon how honestly or sincerely
the respondents have answered.
The respondents might be subjected to bias.
 CHAPTER-6

ANALYSIS & INTERPRETATION OF DATA

ANALYSIS & INTERPRETATION OF DATA

1. Classification of respondents based on age.

Table 1

Sl No. Age in Years No. of Respondents

1 Below 25 24
2 25-35 40
3 35-45 26
4 Above 45 10
 Total 100

Analysis

Above table reveals that, the 24% respondents belong to the age group
of below 25 years and 40% of respondents belong to the age group of 25-35
years and 26% respondents belong to the age group of 35-45 years and 10%
respondents belong to age group of above 45yers.

Interpretation

From analyzing, it can be inferred that majority respondents belong to

the age group of 25-35.

2. Classification of respondents bases on Sex.

Table 2

Sl No. Sex No. of Respondents

1 Male 88
2 Female 12
Total 100
Analysis

Above table reveals that, 88% are male respondents and other 12% are
female respondents.

Interpretation

From analyzing it can be inferred that majority of respondents belong

to male group of 88%.

3. Classification of respondents based on Place.

Table 3

Sl No. Place No. of Respondents

1 Metro city 0
2 City 74
3 Rural 16
4 Others 10
Total 100
Analysis

Above table reveals that, the 74% respondents belong to the City and
16% respondents belong to the Rural and 10% respondents belong to the
others.

Interpretation

From analyzing it can be inferred that majority respondents belonging

to the city, 74%.

4. Classification of respondent based on Education.

Table 4

Sl No. Education No. of Respondents

1 Pre University 16
2 Degree 42
3 PG 18
4 Above PG 8
5 Others 16
Total 100
Analysis

Above table reveals that, the 16% respondents belong to the Pre-
University level and 42% respondents belong to the Degree level and 18%
responded belong to the PG level and 8% respondents belong to the above
PG level and 16% respondents belong to the others level.

Interpretation

From analyzing, it can be inferred that majority of respondents belong

to the Degree level 42%.

5. Classification based on Occupation

Table 5

Sl No. Occupation No. of Respondents

1 Students 4
2 Working 74
3 Others 22
Total 100
Analysis

Above table reveals that, the 47% respondents are Students and 74%
respondents are working and 22% respondents are others.

Interpretation

From analyzing it can be inferred that majority of the respondents are

working 74%.

6. Classification of respondents based on Income level.

Table 6

Sl No. Monthly Income (Rs) No. of Respondents

1 5000-10000 30
2 11000-20000 40
3 21000-30000 16
4 31000 and above 14
Total 100
Analysis

Above table shows 14% of the respondents have an Income of Rs

31000 and above and 16% of the respondents have an income of Rs 21000-
30000 and 40% of the respondents have an income of Rs 11000-20000 and
the reaming 30% of the respondents fall in the Rs 5000-10000 income level.

Interpretation

From analyzing it can be inferred that major of the respondents fall in

the Rs. 11000-20000 income level.
 7. Are you aware of shriram finance vallioor.

Table 7

Sl No. Opinion No. Of Respondents

1 Yes 98
2 No 2
Total 100

Analysis

Above table shows that 98% of respondents have know the shriram
finance vallioor. and 2% of respondents not know the

Interpretation

From analysis, it can be inferred that 98% of respondents have known

the shriram finance vallioor.
 8. How did you come to know about shriram finance vallioor.

Table-8

Sl No. Source No. of Respondents

1 Newspaper 8
2 Television 42
3 Internet 12
4 Outdoor Ads 32
5 Others 6
Total 100

Analysis

Above table revels that, the 42% respondents came to know by TV

and 32% respondents came to know by outdoor ads and 12% of respondents
came to know by Internet and 8% of respondents came to know by
newspaper and rest all respondents (6%) came to know by other sources.

Interpretation

From analysis it can be impact that Television place a main roll in

attracting customers towards the brand 42%.
 9. Did advertising Influence you to buy shriram finance vallioor.

Table 9

Sl No. Opinion No. of Respondents

1 Wholly 22
2 Partially 62
3 Not at all 16
Total 100

Analysis

Above table revels that the 62% of respondents partial influence by

advertisement and 22% respondents wholly Influenced by advertisements,
and the rest 16% respondents not at all influenced by the advertisement to
buy shriram finance vallioor.

Interpretation
 From analysis it can be inferred that majority of the respondents
(62%) partially influenced by the shriram finance vallioor.

10 . Can you identify the brand ambassador of shriram finance vallioor.

Table 10

Sl No Opinion No. of Respondents

1 Yes 98
2 No 2
Total 100

Analysis

Above table shows that, the 98% of respondents can identify the brand
ambassador of shriram finance vallioor. and remaining 2% respond do not
know the brand ambassador of the shriram finance vallioor.

Interpretation

From analysis it can be inferred that majority 98% respondents can

identify the brand ambassador of shriram finance vallioor.
 11. What is you opinion on the advertising strategic of shriram finance
vallioor.

Table 11.

Sl No. Opinion No. of Respondents

1 Excellent 38
2 Good 58
3 Insufficient 4
4 Poor 0
Total 100

Analysis

Above table reveals that, the 58% respondents feel that the advertising
strategy of shriram finance vallioor is good, and 38% respond feel that the
advertising strategy is excellent and reaming 4% respondents fell that is
insufficient. Nobody respondents are told that advertising strategy is poor.

Interpretation

From analysis, it can be inferred that majority of the respondents fell

that the advertisement strategy of shriram finance vallioor.is good 58%.
 12. Have you ever purchased shriram finance vallioor.?

Table- 12

Sl No. Opinion No. of Respondents

1 Yes 74
2 No 26
Total 100

Analysis

Above table shows that 74% of respondents are purchased the Reid &
Taylor fabrics and 26% of the respondents are not purchased shriram
finance vallioor.?

Interpretation
 From analysis, it can be inferred that 74% of respondents are
purchased the shriram finance vallioor.? hence the company should make
the remaining customers also to go for their products.

13. How often do you buy the product of shriram finance vallioor.?

Table 13.

Sl No. Opinion No. of Respondents

1 Once in a Year 62
2 Twice in a year 10
3 Quarterly 2
4 Not at all buy 26
Total 100

Analysis

Above table revels that, the 62% of respondents by the product of

shriram finance vallioor once in a year, 105 of respondents buy twice in a
year. 2% of respondents buy quarterly in a year and reaming 26% of
respondents not at all buy the product of shriram finance vallioor.

Interpretation

From analysis, it can be inferred that 62% of respondents satisfied

with the brand and buy the product of shriram finance vallioor in a year,
and 26% of respondents not at al buy the product of shriram finance
vallioor. The reason for such is the entrance of new brand in the market and
in this brand fight the chances of losing targeted customer may arises.

14. How do you feel about the shriram finance vallioor.?

Table 14.

Sl
No. Opinion No. of Respondents
1 Very comfortable 56
2 Comfortable 34
3 Average 10
4 Not satisfactory 0

Total 100
Analysis

Above table reveals that, 56% of respondents have given their opinion
shriram finance vallioor.? are very comfortable to use, 34% of respondents
ranked it is comfortable, 10% of respondents it is average. No one says it is
not satisfactory.

Interpretation

From analysis it can be inferred that no one had dissatisfaction

towards shriram finance vallioor.?
 15. How do you feel about the price of shriram finance vallioor.?

Table 15

Sl No. Opinion No. of Respondents

1 Expensive 30
2 Reasonable 60
3 Below the expected 10
Total 100

Analysis

Above table reveals that, 60% of respondents feel that the product
prices are reasonable, that is affordable, while only 10% of the respondents
feel that they are satisfied with the price, while most of the respondents that
is around 30% feel that prices of fabric are too high when compared to the
prices of other products.

Interpretation

From analysis, it can be inferred that 60% of respondents feel that the
product prices are reasonable.
 16. Do you like shriram finance vallioor?

Table 16

Sl No. Opinion No. of Respondents

1 Yes 72
2 No 28
Total 100

Analysis

Above table reveals that, the 72% respondents are satisfied with
outlet.

Interpretation

Above table shows that 28% of respondents are not satisfied with the
retail outlet .
 17. What is your opinion about customer service in shriram finance
vallioor showroom?

Table 17

Sl. No. Opinion No. of Respondents

1 Excellent 22
2 Good 58
3 Average 20
4 Poor 0
Total 100

Analysis

Above table shows that, 22% of respondents are highly satisfied with
the service provided in Reid & Taylor outlet, 58% of respondents are
satisfied with the service, 20% of customers responded it is in average level.

Interpretation

From analyzing, it can be inferred that no one has poor opinion about
customer service in shriram finance vallioor
 18. If you want to buy the shriram finance vallioor, list the factors that
influence you to purchase the product.

Table 18

Sl
No. Opinion No. of Respondents
1 Advertisement in electronic media 42
2 Product display in outdoor media 30
Advertisement published in print
3 media 12
4 Glow sign boards 6
5 Influence by others wearing it 10
Total 100

Analysis
 From the above graph we found that advertisement in electronic
media 42% is having effective advertisement followed by product displayed
on outdoor media. 30% , advertisement published in print media 12%, Glow
sign boards 6%, and influence by others wearing it by 10%.

Interpretation

So the above table shows the good quality of the advertisement is

taken place in electronic media and outdoor media.
 CHAPTER-7

FINDINGS, SUGGESTIONS AND

CONCLUSIONS

FINDINGS

Majority of the respondents are in the age of 25-35

Income level of the majority respondents has been indicated as Rs.
11000-20000 P.M.
Respondents at large are working
According to the study 98% of respondents aware of the brand
shriram finance vallioor.
Most of the respondents were influenced by advertisement in
purchasing the product.
The study reveals that television has played a major role in creating
the brand awareness amongst the customer compared to all other
medias.
Majority of the respondents identified the brand ambassador of
shriram finance vallioor
66% of respondents use shriram finance vallioor for their personal
use.
Majority respondents felt that advertising strategy of shriram finance
vallioor is good.
These also found that print media is also main medium; it can be
improved with broachers and colorful advertisement regularly.
 shriram finance vallioor is the only company which has competitive
advantage over Raymonds
It was found that shriram finance vallioor have adopted a good
distribution policy, the supply chain is functioning effectively.
Supply of materials is restricted to only authorize dealers,
wholesalers, franchises and showroom.

SUGGESTIONS

Company has to provide variety of color products; it should be

remaining as it is.
It is also necessary for the company to improve the standards of
existing varieties, which can be easily absorbed in the market.
The step should be taken to reduce the manufacturing costs, so that
the company product could be little cheaper and compete with the
other competitors in the market.
One of the advertisements media in the present day is visual
advertising. Thus much of the advertisements should be done through
television.
From the study, it is found that presently the company is using
corporate advertisement to promote the brand images. But at retail
level there is no much effort in building the customer loyalty,
therefore in the study it is suggested to the company to undertake
some promotional measure at the dealer level.
It is suggested that, promoting the customers through local media, like
newspaper, boardings, etc.
.
shriram finance vallioor is not yet attempted in to small market like,
towns sub cities etc. if they made attempt to acquire sum part of their
areas than the demand for shriram finance vallioor will increase.
The company selected channel of distribution must be economic and
advantages to the company, which is greater essential for profitability.
 In the analysis of study it is found that, presently there is only one
exclusive showroom. The market potential of is more than the supply
of the company products. Therefore in this it is suggested to the
company to appoint some more showroom ( at least 2 more) so that
being local company, it can effectively enhance the local market
potential.
The company needs to open its official showroom in the country at
present there are only 14 all over the country.
Company should improve the retail ser5vice and its feedback is not
satisfied.
Company should frequently publish its ads on different types of
media.
Company should look for good theme in advertisement for promoting
the products and also incorporating the brand ambassador in their
particular advertisements.

CONCLUSION

shriram finance vallioor is one of the dominate company in It is

beyond doubt that the as a brand has excelled in all its branches of marketing
functions. Their innovations were well accepted by the Indian customer
compared to its contemporaries. They have a fantastic well developed
distribution channel. Their marketing policies have attracted the attention of
general dealers, as it is very trade friendly. More over the company launched
the product in India with much fan fare riding on to charming glory of its
Today the brand is second to only its product category and has been declared
as the super brand in a short span of time. This speaks volumes of success of
its marketing Strategy.

With the income level rising, demand for shriram finance vallioor is
also increasing in India. With more urbanization, Indian families also
consume more luxury suiting, more ready-made Company should increase
the promotion of shriram finance vallioor to create awareness among
people about the concept of shriram finance vallioor and convince
customers about the misconception about the price of shriram finance
vallioor
 BIBLIOGRAPHY

BIBILIOGRAPHY

Reference Books:

Marketing management(12th edition) Philip kotler and Kivin lane keller

Marketing management Dr. Verma and agarwal

Research methodology(2nd edition) - C.R. Kothari

ANNEXURE
 QUESTIONNAIRES

Dear Sir/Madam,

I Harshith S. Shetty, conducting survey on customer satisfaction-

A study at shriram finance vallioor.

I kindly request you to please spare your valuable time to answer

the questionnaire. This information will be used for academic purpose and
would be kept confidential.

YOURS SINCERELY

Harshith S. Shetty

PARTA: PERSONAL PROFILE

NAME :

1) AGE : A) Below 25 years ( ) B) 25-35 years ( )

C) 35-45 years ( ) D) above 45 years ( )

2) SEX : A) Male ( ) B) Female ( )

3) PLACE : A) Metro city ( ) B) City ( ) C) Rural ( )

D) Others ( )
4) EDUCATION : A) Pre-University ( ) B) Degree ( ) C) PG ( )

D) Above ( ) E) Others ( )

5) OCCUPATION : A) Student ( ) B) Working ( ) C) Others ( )

6) INCOME (Monthly) : A) 5000-10000 ( ) B) 11000-20000 ( )

C) 21000-30000 ( ) D) 31000 and above ( )

7) Are you aware of Reid &Taylor fabric?

A) Yes ( ) B) No ( )

8) How did you come to know about shriram finance vallioor

A) Newspaper ( ) B) Television ( ) C) Internet ( ) D) Outdoor Ads ( )

E) Others, please specify

-------------------------------------------------------------------------------------

9) Did advertising influence you to buy shriram finance vallioor A)

Wholly ( ) B) Partially ( ) C) Not at all ( )

10) Can you identify the brand ambassador of shriram finance vallioor

A) Yes ( ) B) No ( )

11) What is your opinion on the advertising strategy of shriram finance

vallioor

A) Excellent ( ) B) Good ( ) C) Insufficient ( ) D) Poor ( )

12) Have you ever purchased shriram finance vallioor If not which other
brand you have purchased?

A) Yes ( ) B) No ( )

------------------------------------------------------------------------------
13) How often do you buy the product of shriram finance vallioor

A) Once in year ( ) B) Twice in a year ( ) C) Quarterly ( )

D) Not at all buy ( )

14) How do you feel about the shriram finance vallioor

A) Very comfortable ( ) B) Comfortable ( ) C) Average ( )

D) Not satisfactory ( )

15) How do you feel about the price of shriram finance vallioor A)
Expensive ( ) B) Reasonable ( ) C) Below the expected ( )

16) Do you like shriram finance vallioor

A) Yes ( ) B) NO ( )

17) What is your opinion about customer service in shriram finance

vallioor

A) Excellent ( ) B) Good ( ) C) Average ( ) D) Poor ( )

18) If you want to buy the Reid & Taylor material or fabric, list the factors
that influence you to purchase the product

A) Advertisement in electronic media ( )

B) Product display in outdoor media ( )

C) Advertisement published in print media ( )

D) Glow sign boards ( ) E) Influence by others wearing it ( )