Project report-on-india-bulls- satya

A STUDY ON
“CUSTOMER SATISFACTION TOWARDS THE SERVICES
PROVIDED BY INDIABULLS”
Dissertation submitted in partial fulfillment of the Requirements for
award of the degree
OF
PGDM
SUBMITTED BY:
SATYA PAL
REG NO. (11PGDM055)
UNDER THE GUIDANCE OF
INTERNAL GUIDE EXTERNAL GUIDE
PROF. BHARATH RAJ SHETTY MR. M. SRIVASTAVA
(FACULTY OF AAMS) SR. SALES MANAGER IBFL
ACHARYA ACADEMY OF MANAGEMENT STUDIES
#3, LINGADHEERANHALLI,OFF MAGADI ROAD, BANGALORE-91
Acharya Academy of Management Studies Page 1

STUDENT DECLARATION
I, Mr. SATYA PAL a student of Acharya Acadamy of Management Studies
Bangalore, hereby declare that this project is the record of authentic work carried
out by me under the super vision of my project guide Prof. BHARATH RAJ
SHETTY towards the partial fulfillment of requirement for the A.I.C.T.E
approved P.G.D.M. program. This report has not been submitted to any
other university for the award of and degree/diploma.
PLACE: BANGLORE SIGNATURE OF STUDENT
DATE: SATYA PAL

Acharya Academy of Management
Studies(Recognized by AICTE, Ministry of HRD, New Delhi)
#3, LINGADHEERANAHALLI, MAGADI ROAD, BANGALORE-560 091
Tel: +91-80-23245515/16/17/18, Fax: +91-8023245519
www.acharyaabbs.ac.in
CERTIFICATE FROM GUIDE
This is to certify that internship training titled “customer satisfaction
towards the services provided by Indiabulls” carried out by Mr. SATYA
PAL has been prepared under my guidance and supervision. The work has
been satisfactory and is recommended for consideration towards award of
P.G.D.M. diploma.
PLACE: BANGALORE SIGNATURE OF GUIDE
DATE: PROF BHARATH RAJ SHETTY

Acharya Academy of Management
Studies (Recognized by AICTE, Ministry of HRD, New Delhi)
#3, LINGADHEERANAHALLI, MAGADI ROAD, BANGALORE-560 091
Tel: +91-80-23245515/16/17/18, Fax: +91-8023245519
www.acharyaabbs.ac.in
CERTIFICATE
This is to certify that SATYA PAL, Reg no: 11PGDM055 a student of
Acharya Academy of Management studies during the academic year 2011-
2013 has successfully completed the internship training under the guidance
of Prof. BHARATH RAJ SHETTY in partial fulfillment of the requirements for
the award of Post Graduate diploma in Management.
PLACE: BANGALORE DIRECTOR
DATE: AAMS

ACKNOWLEDGEMENT
I was advised and guided by a lot of persons, during the course of this
project work, and indeed grateful to all the persons for enabling the
successful completion of this project.
I am highly indebted and grateful to the Director DR. H.R.
VENKATESHA, Acharya Academy of Management Studies, for their
encouragement and support.
I am indebted to Prof. BHARATH RAJ SHETTY Faculty of Acharya
Academy of Management Studies for his valuable advices and kind
cooperation, being my guide and motivator.
I sincerely thank Mr. M. Srivastava Sr. Sales Manager IBFL, for
his kind cooperation and valuable guidance towards the successful
completion of this project work.
PLACE: BANGALORE SATYA PAL
DATE: 11PGDM055

EXECUTIVE SUMMARY
The report contains the study done at IBFL. The report title is “A study on customer
satisfaction towards the services provided by Indiabulls.”
The report gives an overview of the Non banking financial company and company
profile. And awareness of customers about different types of products and services
offered by IBFL. This study was conducted to find out customer satisfaction towards the
services provided by IBFL. The methodology Adopted for the study was through a
structured questionnaire, which is targeted to the different persons in Bangalore. For this
purpose sample size of 100 was taken.
The data collected from the different persons was analyzed thoroughly and presented in
the Form of charts and tables. IBFL must advertise regularly and create brand value for
its Products and services. Most of its competitors like HDFC, SBI, kotak Mahindra and
Nationalized banks use television advertisements to promote their products. The Indian
consumer has a false perception about private banks – they feel that it would not be safe.
Safety and returns are the two main reasons people invest in banks.
On the whole IBFL is a good place to work at. The company should try to create,
awareness about itself in India. With an improvement in the sales techniques used, a fair
bit of Advertising and modifications to the existing product portfolio, IBFL would be all
set to capture the banking market in India as it has around the globe.

LIST OF CONTENTS
SL.
NO.
CONTENTS
PAGE NO.
1. CHAPTER 1
INTRODUCTION
1-4
2. CHAPTER 2
INDUSTRY PROFILE
5-8
3. CHAPTER 3
COMPANY PROFILE &
PRODUCT PROFILE
9-20
4.
Chapter 4
Research methodology and design
21-27
5.
Chapter 5
Data analysis and interpretation
28-46
6.
Chapter: 6
Research Findings & Suggestions
47-49
7.
Chapter: 7
CONCLUSIONS
50-51
8. Annexure
52-54
9. BIBLIOGRAPHY 55-56

LIST OF TABLES
S.NO PARTICULARS PAGE.NO
1 The Age Group of Respondents 29
2 Financial Intuition aware mostly preferred by consumers 30-31
3 Aware of IBFL in Bangalore 31
4 Quick service provider 32
5 IBFL is the best company in Bangalore 33
6 Inspired to buy the loan from IBFL by 34
7 Regular customer of IBFL company 35
8 Satisfied with the services provided by IBFL 36
9 IBFL provides better services than other company 37
10 Good word of mouth is more important for company 38
11 IBFL interest prices are low 39
12 IBFL market will spared all over the India 40
13 IBFL company mainly concentrates on loan sector 41
14 The customer of IBFL company since 42
15 Customer are satisfied with the after sales service provided by
IBFL
43
16 IBFL has highest market share in south India 44
17 Interest rate of loan 46
LIST OF GRAPHS
S.NO PARTICULARS PAGE.NO
1 Indiabulls Financial Services Limited 17
2 The Age Group of Respondents 29

3 Aware of IBFL in Bangalore 32
4 Quick service provider 33
5 IBFL is the best company in Bangalore 34
6 Inspired to buy the loan from IBFL by 35
7 Regular customer of IBFL company 36
8 Satisfied with the services provided by IBFL 37
9 IBFL provides better services than other company 38
10 Good word of mouth is more important for company 39
11 IBFL interest prices are low 40
12 IBFL market will spared all over the India 41
13 IBFL company mainly concentrates on loan sector 42
14 The customer of IBFL company since 43
15 Customer are satisfied with the after sales service
provided by IBFL
44
16 IBFL has highest market share in south India 45
17 The interest rate of percentage 46

INTRODUCTION
Project Title –
“Customer satisfaction towards the services provided by Indiabulls”
The purpose of this study is to know about customer satisfaction and customer
awareness and the services provided by the company. The foremost thing is the
company and its unit profile. Company and its unit’s profile have been generated
to get well familiar with the company.
Finally, data was gathered from various departments like Marketing department, Finance
& Accounts department, HR department etc. Another work that was being carried out
simultaneously was to know the current policies and system regarding services.

The main objective of this report is:
 To study general profile of the customers
 To identify major factor influencing customer satisfaction for Indiabulls services
 To offer few suggestions for increasing customer satisfaction
Customer Satisfaction
Business always starts and closes with customers and hence the customers must be
treated as the King of the market. All the business enhancements, profit, status, image etc
of the organization depends on customers. Hence it is important for all the organizations
to meet all the customers’ expectations and identify that they are satisfied customer.
Customer satisfaction is the measure of how the needs and responses are collaborated and
delivered to excel customer expectation. It can only be attained if the customer has an
overall good relationship with the supplier. In today’s competitive business marketplace,
customer satisfaction is an important performance exponent and basic differentiator of
business strategies. Hence, the more is customer satisfaction; more is the business and the
bonding with customer.
Customer satisfaction is the overall essence of the impression about the supplier by the
customers. This impression which a customer makes regarding supplier is the sum total
of all the process he goes through, right from communicating supplier before doing any
marketing to post delivery options and services and managing queries or complaints post
delivery. During this process the customer comes across working environment of various
departments and the type of strategies involved in the organization. This helps the
customer to make strong opinion about the supplier which finally results in satisfaction or
dissatisfaction.
Customer’s perception on supplier helps the customer choose among the supplier on basis
of money value and how well the delivered products suit all the requirements. The
supplier’s services never diminishes after the delivery as customer seeks high values post
marketing services which could help them use and customize the delivered product more
efficiently. If he is satisfied with the post marketing services then there are good chances

for supplier to retain the customers to enhance repeated purchases and make good
business profits.
It is necessarily required for an organization to interact and communicate with customers
on a regular basis to increase customer satisfaction. In these interactions and
communications it is required to learn and determine all individual customer needs and
respond accordingly. Even if the products are identical in competing markets, satisfaction
provides high retention rates. For example, shoppers and retailers are engaged with
frequent shopping and credit cards to gain customer satisfaction, many high end retailers
also provide membership cards and discount benefits on those cards so that the customer
remain loyal to them.
Higher the satisfaction level, higher is the sentimental attachment of customers with the
specific brand of product and also with the supplier. This helps in making a strong and
healthy customer-supplier bonding. This bonding forces the customer to be tied up with
that particular supplier and chances of defection very less. Hence customer satisfaction is
very important panorama that every supplier should focus on to establish a renounced
position in the global market and enhance business and profit.
Literature Review:-
There is growth of home loans after 2001.
Ojha (1987) in his paper "modern international caparison of productivity and
Profitability of pubic sector banks of India" making Comparison on the basis of per
employee indicators and taking examples of state bank group and Punjab National bank
noted that Indian banks are the lowest in all accounts. However such international
comparison will not be fair for numbers of reasons. He also mentioned Home loans have
an inverse relation with interest rates i.e. when interest rate low the demand of home
loans increase.
Narasimham Committee (1991) points out that although the banking system in our
country has made rapid progress during the last two decades, there is decline in
productivity and efficiency and erosion of profitability.

Department of Banking operations and development, RBI : Bombay observed that the
rapid expansion of banks activities since 1970 called for a phase of consolidations to
improve the quality of banks operational efficiency, productivity and customer services
Lacour Micheal (2006) there are some problems also attach with these home loans such
as time i.e. filling of application of loan to closing, people have their own specified needs
from these home loans which are not fulfilling.
La courr, Micheal (2007) analysis in his study the factors affected the increase in the
level of Annual percentages rates (APR) spread reporting during 2005 over 2004. The
three main factors are changes in lender business practices, changes in the risk profile of
borrowers and changes in the yield curve environment. Growth of home loans is due to
increase of living standard of people, shifting from joint family to nuclear family.
Berstain David (2009) examined in his study taken from 2001 to 2008 that in this period
there is increase use of home loans as compared to private mortgage insurance (PMI).
People are going more towards home loans than private mortgage insurance.
IHFL provides a very competitive interest rate on home loans as compared to other
banks.

Non-Banking Financial Companies (NBFCs)
Non-banking financial companies (NBFCs) are fast emerging as an important segment of
Indian financial system. It is an heterogeneous group of institutions (other than
commercial and co-operative banks) performing financial intermediation in a variety of
ways, like accepting deposits, making loans and advances, leasing, hire purchase, etc.
They raise funds from the public, directly or indirectly, and lend them to ultimate
spenders. They advance loans to the various wholesale and retail traders, small-scale
industries and self-employed persons. Thus, they have broadened and diversified the
range of products and services offered by a financial sector. Gradually, they are being
recognized as complementary to the banking sector due to their customer-oriented
services; simplified procedures; attractive rates of return on deposits; flexibility and
timeliness in meeting the credit needs of specified sectors; etc.

The working and operations of NBFCs are regulated by the Reserve Bank of India (RBI)
within the framework of the Reserve Bank of India Act, 1934 (Chapter III B) and the
directions issued by it under the Act. As per the RBI Act, a 'non-banking financial
company' is defined as:-
(i) A financial institution which is a company.
(ii) A non banking institution which is a company and which has as its principal
business the receiving of deposits, under any scheme of arrangement or in any
other manner, or lending in any manner.
(ii) Such other non-banking institution or class of such institutions, as the bank may,
with the previous approval of the Central Government and by notification in the
Official Gazette, SPECIFIES.
Under the Act, it is mandatory for a NBFC to get itself registered with the RBI as a
deposit taking company. This registration authorizes it to conduct its business as an
NBFC. For the registration with the RBI, a company incorporated under the Companies
Act, 1956 and desirous of commencing business of non-banking financial institution,
should have a minimum net owned fund (NOF) of Rs 25 lakh (raised to Rs 200 lakh w.e.f
April 21, 1999). The term 'NOF' means, owned funds (paid-up capital and free reserves,
minus accumulated losses, deferred revenue expenditure and other intangible assets) less,
(i) investments in shares of subsidiaries/companies in the same group/ all other NBFCs;
and (ii) the book value of debentures/bonds/ outstanding loans and advances, including
hire-purchase and lease finance made to, and deposits with, subsidiaries/ companies in
the same group, in excess of 10% of the owned funds.
The registration process involves submission of an application by the company in the
prescribed format along with the necessary documents for RBI's consideration. If the
bank is satisfied that the conditions enumerated in the RBI Act, 1934 are fulfilled, it
issues a 'Certificate of Registration' to the company. Only those NBFCs holding a valid
Certificate of Registration can accept/hold public deposits. The NBFCs accepting public
deposits should comply with the Non-Banking Financial Companies Acceptance of

Public Deposits (Reserve Bank) Directions, 1998, as issued by the bank. Some of the
important regulations relating to acceptance of deposits by the NBFCs are:-
• They are allowed to accept/renew public deposits for a minimum period of 12
months and maximum period of 60 months.
• They cannot accept deposits repayable on demand.
• They cannot offer interest rates higher than the ceiling rate prescribed by RBI
from time to time.
• They cannot offer gifts/incentives or any other additional benefit to the depositors.
• They should have minimum investment grade credit rating.
• Their deposits are not insured.
• The repayment of deposits by NBFCs is not guaranteed by RBI.
The types of NBFCs registered with the RBI are:-
• Equipment leasing company:- is any financial institution whose principal business
is that of leasing equipments or financing of such an activity.
• Hire-purchase Company:- is any financial intermediary whose principal business
relates to hire purchase transactions or financing of such transactions.
• Loan company:- means any financial institution whose principal business is that
of providing finance, whether by making loans or advances or otherwise for any
activity other than its own (excluding any equipment leasing or hire-purchase
finance activity).
• Investment Company:- is any financial intermediary whose principal business is
that of buying and selling of securities.

Now, these NBFCs have been reclassified into three categories:-
• Asset Finance Company (AFC)
• Investment Company (IC) and
• Loan Company (LC). Under this classification, 'AFC' is defined as a financial
institution whose principal business is that of financing the physical assets which
support various productive/economic activities in the country.

INTRODUCTION: -
Indiabulls is an INDIAN company headquartered in Gurgaon (NCR Delhi), with its
presence in the Real Estate, Infrastructure, Financial Services, SECURITIES, Retail,
Multiplex and Power sectors. In middle of 1999, Sameer Gehlaut and his close IIT Delhi
friend Rajiv Rattan bought a defunct securities company with a NSE membership and
started offering brokerage services later joined by their friend Saurabh Mittal. In
December 1999, the company built one of the first online platforms in India for offering
internet brokerage services. In mid 2000, Indiabulls Financial Services received venture
capital funding from Mr. LAKSHMI MITTAL & Mr. HARISH FABIAN.

Indiabulls Group is one of the country's leading business houses with business interests in
Power, Financial Services, Real Estate and Infrastructure. Indiabulls Group companies
are listed in Indian and overseas financial markets. The Net worth of the Group is Rs
16,844 Crore and the total planned capital expenditure of the Group by 2013-14 is Rs
35,000 Crore.
Indiabulls Power is currently developing Thermal Power Projects with an aggregate
capacity of 5400 MW. The first unit is expected to go on stream in May2012. The net
worth of Indiabulls Power is Rs 3,919 Crore. The company has a total capital expenditure
of Rs 27,500 Crore. The company has been assigned ‘BBB’ rating.

Indiabulls group
Indiabulls Group is one of India's large Business houses. The Group has several
businesses which cover a wide spectrum of Real Estate, Financial Services, Securities,
Power and Chartered Aviation. Many of the companies are public entities and are listed
on Indian stock markets.
Indiabulls was conferred the status of a “Business Super brand” by The Brand Council,
Super brands India in 2008.

INDIABULLS GROUP OF COMPANIES
Indiabulls Financial Services
Indiabulls Financial Services Ltd, one of India's leading non-banking financial companies
(NBFCs) is leading provider of lending and other financial products including home
loans, loans against property, commercial vehicle loans, and commercial credit to prime
corporate.
Indiabulls Housing Finance Ltd, a SARFAESI notified Housing Finance Company is a
wholly owned subsidiary of Indiabulls Financial Services Ltd; provides competitively
priced home loans to both self employed & salaried segment clients. With dedication to
serve the customers at maximum possible locations, Indiabulls Financial Services has a
wide network of 300 branches spread over 110 cities across India. Indiabulls Housing
Finance has one of the fastest Home Loan delivery systems in India. Easy & convenient
online access of Indiabulls’ Home Loan account saves time, efforts & money wasted in
visiting offices of home loan providers for every single query or requirement. All the
security measures for online account access are taken care of at Indiabulls Housing
Finance.
Indiabulls Home Loans is emerging as the most preferred brand in housing finance.
Indiabulls Financial Services has over 3, 00,000 satisfied customers & cumulative
disbursements of loan amount over Rs.60,000 Cr. The company has a net worth of Rs.
5,037 Crore with an asset book of Rs 27,521 Crore. Indiabulls believes in forging a deep
personal bond with each of its valued customers. At Indiabulls Housing Finance,

Customer care is of utmost importance. At Indiabulls all the customers feel privileged as
they get guidance in all aspects of home buying such as selecting the suitable property,
checking approvals of the project, filing documents, registration of the property, choosing
EMI & tenure of their loan to accommodate their financial resources etc. Indiabulls team
always tries to help customers even going beyond the call of duty.
Indiabulls Financial Services enjoys AA+ rating and has one of the lowest leverage and
highest net worth among the peer group. Indiabulls has very stable long term financing
from leading Indian and international banks and financial institutions. Indiabulls is
serving its customers over a decade with passion & commitment.
Home loans
At Indiabulls Housing Finance Limited, we support your dream of owning a home. It
becomes your partners while you lay the foundation of your dream home. It assists you at
every step and ensures that buying your perfect home is a happy and memorable
experience. While owning a house is cherished dream and an achievement, buying a
home requires long-term planning, large investment and responsibility.
Indiabulls helps you achieve your dream by providing the best-in-class financial help and
services. While you take this momentous decision, we guide towards everything that is
best for you.
As we understand your dreams and goals, we ensure that you receive a safe and secure
home loan scheme. Our teams are attentive, careful and always receptive to your needs
and feedback. Along with the best rates and schemes from us, multiple incentives of
acquiring a home loan make your dream home a happy reality

Commercial vehicles loan
Indiabulls Commercial Vehicle Loans offers commercial loans to a wide variety of
business owners. Through simple documentation, we provide easy loans to first time
buyers and fleet operators. We offer quick and easy loans to small and medium operators
which help them in acquiring vehicles with minimum hassles and documentation. We
customize financing options to suit your needs. Our priority is to help you find
uncomplicated answers to your financial concerns. With our thorough knowledge of the
market and long association with transporters, we assist you as you plan your purchase.
We support our easy to understand finance schemes with quick completion of
transactions to help you proceed with your plans swiftly. At every step, we assure you a
quick, transparent and hassle-free deal.
Loan against property
Indiabulls Financial Services understands how difficult it is to choose between your
aspirations to become successful entrepreneur & your personal priorities.
Indiabulls Loan against Property will take care of your financial needs while you can
concentrate on your business plan. Indiabulls Loan Against Property will guide you to
understand the hidden value of your residential or commercial property so that your small
or medium sized enterprise need not feel the crunch of working capital.
Indiabulls Loan against Property can also help you to fund your other working capital
needs such as business expansion.
This loan can be as high as 65% of the market value of your property and is available to
Small to mid-sized businesses, Partnership firms and Private Ltd or closely held
companies.

Indiabulls Real Estate Limited
Indiabulls Real Estate Limited is a real estate company which does development of
"high-end office and commercial complexes, premium residential developments, mega
townships, retail spaces, hotel and resorts, state of the art special economic zones and
infrastructure development".
Indiabulls Real Estate is one of the largest real estate company in India with development
projects spread across high-end office and commercial complexes, premium residential
developments, mega townships, retail spaces, hotel and resorts, state of the art special
economic zones and infrastructure development. It has 31 ongoing projects totaling 71.55
million square feet, 2551 acres of SEZ development and additional land bank of 836
acres. Each project bears a stamp of thoughtful solutions and highest quality. The
company has partnered with specialists from India and abroad working on various aspects
including design, landscaping, engineering and structural strength of each of the
developments.
It further employs most advanced construction equipments and technologies that
guarantees on time delivery like advanced jump start technology, advanced logistics and
vertical transportation systems, wind tunnel engineering as also international quality
construction grade steel and the highest strength M70 and M80 concrete. The company
has more than 90% of its portfolio in Mumbai, Delhi (NCR) and Chennai markets with
Rs. 4,000 crore of land bought through government auctions.
The main focus of Indiabulls Real Estate is construction and development of properties,
project management, investment advisory and construction services. Indiabulls Real
Estate has delivered a record 3.3 million sq ft developed space valued at $ 1.75 billion
(within 4 years of inception). This is fastest and largest delivery in value terms by any
Indian real estate developer in the same time period. It has partnered with Farallon
Capital Management LLC of USA to bring the first FDI into real estate in the country, is
listed on the Mumbai, Luxembourg and Singapore Stock Exchange and has been
assigned 'A+' rating.

INDIABULLS FINANCIAL SERVIES LTD
DATE OF
ETABLISHMENT
2000
Revenue 0 ( USD in Millions )
Market Cap 61259.0609631 ( Rs. in Millions )
Corporate Address F-60 Malhotra Building,2nd Floor Connaught Place , New
Delhi-110001,Delhi
WWW.INDIABULLS.COM
Management Details Chairperson–Sameer Gehlaut
MD-Directors- Aishwarya Katoch, Amit Jain, Gagan Banga,
Karan Singh, Prem Prakash Mirdha, Rajiv Rattan, Sameer
Gehlaut, Saurabh K Mittal, Shamsher Singh Ahlawat
Business Operation Finance – NBFC
Background Indiabullls Financial services is part of the diversified Indiabulls
Group. It is a financial services powerhouse that provides
consumer finance, housing finance, commercial loans, life
insurance, asset management and advisory services.
Indiabulls Financial Services has a wide network of 170
branches spread over 87 cities across India. Indiabulls Housing
Finance has one of the fastest Home Loan.
Financials Total Income - Rs. 29900.175708 Million ( year ending
Mar 2012)
Net Profit - Rs. Million ( year ending Mar 2012)
Company Secretary Amit Jain
Indiabulls Financial Services Limited

PRODUCT OF INDIABULLS FINANCIAL LMITED (IBFL)
Demat Account
The term "Demat", in India refers to a dematerialized account for individual Indian
citizens to trade in listed stocks or debentures in electronic form rather than paper, as
required for investors by the Securities and Exchange Board of India (SEBI). In a demat
account, shares and securities are held electronically instead of the investor taking
physical possession of certificates. A demat account is opened by the investor while
registering with an investment broker (or sub-broker). The demat account number is
quoted for all transactions to enable electronic settlements of trades to take place.
Access to the demat account requires an internet password and a transaction password.
Transfers or purchases of securities can then be initiated. Purchases and sales of securities
on the demat account are automatically made once transactions are confirmed and
completed.
Trading Account
An account similar to a traditional bank account, holding cash and securities, and is
administered by an investment dealer. An account held at a financial institution and
administered by an investment dealer that the account holder uses to employ a trading
strategy rather than a buy-and-hold investment strategy.
Derivative
A security whose price is dependent upon or derived from one or more underlying assets
the derivative itself is merely a contract between two or more parties. Its value is

determined by fluctuations in the underlying asset. The most common underlying assets
include stocks, bonds, commodities, currencies, interest rates and market indexes. Most
derivatives are characterized by high leverage.
Commodity Trading
An individual or a firm, registered with the Commodity Futures Trading Commission that
receives compensation for giving people advice on options, futures and the actual trading
of managed futures accounts. Registration for CTAs is done through the National Futures
Association, a self-regulated organization responsible for reviewing and accepting
registration
Initial Public Offering - IPO
The first sale of stock by a private company to the public. IPOs are often issued by
smaller, younger companies seeking the capital to expand, but can also be done by large
privately owned companies looking to become publicly traded. In an IPO, the issuer
obtains the assistance of an underwriting firm, which helps it determine what type of
security to issue (common or preferred), the best offering price and the time to bring it to
market.
Mortgage
A debt instrument that is secured by the collateral of specified real estate property
and that the borrower is obliged to pay back with a predetermined set of payments.
Mortgages are used by individuals and businesses to make large purchases of real estate
without paying the entire value of the purchase up front. Mortgages are also known as
"liens against property" or "claims on property."

Insurance
Insurance is a form of risk management primarily used to hedge against the risk of a
contingent, uncertain loss. Insurance is defined as the equitable transfer of the risk of a
loss, from one entity to another, in exchange for payment. An insurer, or insurance
carrier, is a company selling the insurance; the insured, or policyholder, is the person or
entity buying the insurance policy. The amount to be charged for a certain amount of
insurance coverage is called the premium. Risk management the practice of appraising
and controlling risk, has evolved as a discrete field of study and practice.
The transaction involves the insured assuming a guaranteed and known relatively small
loss in the form of payment to the insurer in exchange for the insurer's promise to
compensate (indemnify) the insured in the case of a financial (personal) loss. The insured
receives a contract, called the insurance policy, which details the conditions and
circumstances under which the insured will be financially compensated.

Methodology -
RESEARCH METHODOLOGY IS A WAY TO SYSTEMATICALLY SOLVE THE RESEARCH
PROBLEM. IN IT, STEP-BY-STEP Research Methodology is a way to systematically solve
the research problem. In it, step-by-step methods are followed to solve a particular
problem. It refers to a search for knowledge. It can also be defined as a scientific and
systematic search for pertinent information on a specific topic. In fact, research is an art
of scientific investigation.
The methodology adopted for the present study was focus discussion, interview and close
observation through in-house study. Since the project is based on action research it was
necessary to build rapport to collect maximum information from the Client. Hence the
research spent considerable time with the people who reside in nearby encompassing city.
The main focus was to do with the assessing the satisfaction level of customer and
explore the possibility of more sound arrangement of disseminating outlook information
system.
MARKET RESEARCH
MARKET RESEARCH IS THE FUNCTION WHICH LIKES THE CONSUMERS, CUSTOMERS &
PUBLIC THE MARKETER THROUGH INFORMATION WHICH IS USED TO IDENTIFY & DEFINE
MARKET OPPORTUNITIES & PROBLEMS, GENERATE, REFINE & EVALUATE MARKET
ACTION; MONITOR MARKET PERFORMANCES & IMPROVE UNDERSTANDING OF
MARKETING AS A PROCESS.
TYPES OF MARKET RESEARCH
ON THE BASIS OF FUNDAMENTAL OBJECTIVES OF THE RESEARCH, MARKET RESEARCH
PROJECTS ARE CLASSIFIED INTO TWO BRANCHES:
 EXPLORATORY RESEARCH

 CONCLUSIVE RESEARCH
EXPLORATORY RESEARCH:
IT SEEKS TO DISCOVER NEW RELATIONSHIPS. ALL MARKETING RESEARCH PROJECTS
START WITH IT. THIS IS A PRELIMINARY PHASE & IS ABSOLUTELY ESSENTIAL IN ORDER
TO OBTAIN A PROPER DEFINITION OF PROBLEMS AT HAND. THE MAJOR EMPHASIS IS ON
THE DISCOVERY OF IDEAS & INSIGHT.
Exploratory research looks for hypothesis in well-established fields of study. Hypothesis
usually comes from ideas developed in previous researches or are delivered from theory.
Hypothesis is tentative answer to the question that serves as guide for most of the
research projects.
CONCLUSIVE RESEARCH:
Conclusive research provides information that helps the executive so that he can make a
rational decision. This study has done well while attempting to arrive at a more clear
description of an apparent problem.

4.1 STATEMENT OF PROBLEM
The objective of every company would be ensuring customer satisfaction for the
customer satisfaction would create loyal customers. Measuring customer satisfaction is
always a challenge, as customer either would not disclose or sometimes do not assess
their satisfaction level clearly. Many times the customer can not specify the reasons for
his satisfaction.
4.2 NEED FOR THE STUDY
INDIABULLS FINANCIAL LIMITED believes in satisfactory delivery of service
quality to the customer, but due to unknown reasons that the customer satisfaction
analyzed by the company is not up to the make. Intends to find out the causes and
remedies for the low customer satisfaction
4.3 OBJECTIVES OF THE STUDY
The following are the objectives of the study:
 To know the customer satisfaction regarding IBFL
 To study general profile of the customers.
 To identify major factor influencing customer satisfaction for Indiabulls services.
 To offer few suggestions for increasing customer satisfaction.
4.4 RESEARCH METHODOLOGY
“Research is a systematized effort to gain new knowledge”. In this project work I choose
the exploratory research method to explore the customer’s mind to know their
preferences & expectations about the financial institutions. After the collection of data I
did analyzed & interpreted the data, and, found that IBFL is a best company in
Bangalore. Because they are quick service provider, less paper work, and sanction the

loan at negotiable rate of interest within 48 hr. after completing the paper work. So IBFL
customers are happy.
Research process:
4.5. Sampling Plan and sample size:
(i) It is proposed to consider potential and existing customers in an around
Bangalore city
(ii) Sample size: 100 numbers of customers. IBFL & others

4.6 SOURCES OF DATA
Primary Data: Primary data is the new or fresh data collected from the respondents
through direct interview using a pre-structured questionnaire.
Primary data is collected, through questionnaire and survey of 100 numbers of
respondents of IBFL & others with 25 to 50 years age group, residing in Bangalore city.
Secondary data: Secondary data is obtained from published sources, including
literature, industry profile, and databases of the company. Internet sources and published
books.
4.7 SCOPE OF THE STUDY
The scope of the study is to find out the customer satisfaction with reference to loans.
The study covers the different aspects of customer satisfaction.
This has been conducted in Bangalore. Data have been collected from customer by a
personal interview. The researcher took 3 weeks to study the entire customers’
perception.
4.8 QUESTIONNAIRE DESIGN
Questionnaire Design is prepared on the basis of the following parameters.
• Customers satisfaction
• Customer Awareness
QUESTIONNAIRE ADMINISTRATION

Information is gathering through questionnaires from customers of Bangalore.
4.9 SAMPLING
Sample size = 100
Sample unit = Customers of IBFL & others.
4.10 STATISTICAL TOOLS
For data analysis statistical tools used are simple percentage and pie & column chart.
4.10 LIMITATION OF THE STUDY:
1. The study confined to the Bangalore City.
2. The time spent was limited due to which the exhaustive study could not be
conducted.
3. Information collected is based on the degree of brand awareness among customer

Tables and Graphs
5.1 The Age Group of Respondent.
Age Group No. of respondents Percentage %
25-35 25 25%
35-45 35 35%
45 & above 40 40%
Total 100 100%
5.1 Table showing the Age Group of Respondent
40.00%
35.00%
25.00%
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
40.00%
45.00%
25-35 35-45 45 & above
5.1 Graph Showing Age Group of Respondents
Interpretation
From the above table it was found that majority of the respondent i.e. 40% of the
respondent are in the age of 45 & above, 35% of the respondents are in the age of 35-45,
& 25% of the respondents are in the age of 25-35. So, age group of 45 & above is more

which shows that people who are in the middle age go for taking loons more than lower
age group.
5.2 A consumer’s awareness towards financial institutions
Table 5.2(a): showing the respondents rating for quantities of Brand
awareness mostly preferred by consumers (Here P1,P2…..P6 is places of
Bangalore)
For the table weighted arithmetic mean method has been followed under Score method
points. For each and every priority points are allotted.
Total score SBI = (58*6)+(9*5)+ (26*4)+(7*3) =518
Total score SBM=(2*6)+(30*5)+(4*4)+(36*3)+(23*2)+(4*1) =354
Total score PNB = (2*6) + (3*5)+(8*4)+(21*3)+(60*2)+(6*1) =248
Total score IIFL =(2*6)+0+0+(2*3)+(13*2)+(83*1)=127
Total score HDFC =(3*6)+(24*5)+(27*4)+(30*3)+(6*2)+(10*1)=358
Total score IBFL=(31*6)+(3*5)+(22*4)+(7*3)+(3*2)+(4*1)=470
P1 P2 P3 P4 P5 P6
SBI 58 9 26 7 - -
SBM 3 30 4 36 23 4
PNB 2 3 8 21 60 6
IIFL 2 - - 2 13 83
HDFC 3 24 27 30 6 10
IBFL 31 33 29 - 3 4
Score =No .of respondents *points

Name Total score Weight Rank
SBI 518 5.18 1
SBM 354 3.54 4
PNB 248 2.48 5
IIFL 127 1.27 6
HDFC 358 3.58 3
IBFL 470 4.70 2
Table: 5.2(b) showing respondent’s priority on SBI, SBM, PNB, IIFL
,HDFC,IBFL.
Interpretation
From the table we can see that SBI got first rank, IBFL second rank, third rank is HDFC,
fourth is SBM fifth is PNB and sixth rank is IIFL for dimension “Mostly preferred by
consumers”. It is observed that SBI, is most popular brand as a financial institutions,
second is IBFL
5.3 Aware of IBFL in Bangalore.
Decision No of Respondents Percentages
Yes 60 60%
No 40 40%
Total 100 100%
Table 5.3 Aware of IBFL
Weight = Total score/No. of Respondents

60%
40%
Yes
No
Graph 5.3 Aware of IBFL
Interpretation
From the table we can see that out of 100 respondents, 60 % have aware the IBFL in
Bangalore.
5.4 Which company is quick Service provider?
Company No. of Respondent Percentage %
SBI 10 10%
HDFC 35 35%
IBFL 30 30%
PNB 15 15%
IIFL 5 5%
SBM 5 5%
Total 100 100%
Table 5.5 Table showing that which company is quick loan provider

30%
35%
10%
15%
5% 5%
0%
5%
10%
15%
20%
25%
30%
35%
40%
SBI HDFC IBFL PNB IIFL SBM
Graph 5.4 Table showing which company is quick service provider
Interpretation
From the table we can see that out of 100 respondent 35 % respondent says HDFC quick
service provider company & 30 % says IBFL, 10 % says SBI , 15 % says PNB, 5% says
SBM and 5% says IIFL is quick service provider company.
5.5 IBFL is the best company in Bangalore.
Decision No of respondents Percentages
S.Agree 39 39%
Agree 33 33%
Not decide 0 0%
Disagree 28 28%
S.disagree 0 0%
Total 100 100%
Table 5.5 IBFL is the best company in Bangalore.

Graph 5.5 IBFL is the best company in Bangalore.
Interpretation
From the above table we can see that out of 100 respondents, 39 % customers have
strongly agreed that the IBFL is best company in a Bangalore while 33 % have agreed,
28% of disagreed. IBFL is popular, if we add, strongly agree & agree responses; then
72% of the respondents are happy about the company however, 28% are still are not
satisfied & company should take steps to improve.
5.6 Inspired to buy the IBFL loan by
Decision Responses No of respondents Percentages
Friends 29 100 29%
Relatives 39 100 39%
Neighbors 8 100 8%
Advertisements 24 100 24%
Total 100 100%
Table 5.6 Inspired to buy the IBFL Loans by.
39%
33%
0%
28%
0%
S.Agree
Agree
Not decide
Disagree
S.disagree

29%
39%
8%
24%
Friends
Relatives
Neighbors
Advretisements
Graph 5.6 Inspired to buy the IBFL Loans by.
Interpretation
From the above table we can see that out of 100 respondents, 29% customers have
inspired to buy the IBFL loans through friends, 39% have relatives, 8% have neighbors
and 24% have advertisements.
5.7 Regular customer to IBFL Company
Yes 40 40%
No 60 60%
Total 100 100%
Table 5.7 Regular customers to IBFL

40%
60%
Yes
No
Graph 5.7 Regular customers to IBFL
Interpretation
From the above table we can see that out of 100 respondents, 40 % of the people are
regular customers and 60% people are not regular customers to the IBFL.
5.8 Are you satisfied with the services provided by IBFL?
Yes 68 68%
No 32 32%
Total 100 100%
Table 5.8 Show customer’s satisfaction of the IBFL

68%
32%
Yes
No
Graph 5.8 shows % of customer’s satisfaction of the IBFL
Interpretation
From the above table we can see that out of 100 respondents, the 68% customers are
satisfied to services of IBFL 32% customers not satisfied.
5.9 IBFL provides better services than other company.
S.Agree 38 38%
Agree 60 60%
Disagree 2 2%
S.disagree 0 0%
Total 100 100%
Table 5.9 IBFL provides better services than other company.

38%
60%
2% 0%
S.Agree
Agree
Disaree
S.disagree
Graph 5.9 IBFL provides better services than other company.
Interpretation
From the table we can see that out of 100 respondents, Company provides better services
than other company. 38% customers have strongly agreed while 60% customers have
agreed and 2 % have disagreed.
5.10 Good word of mouth is more important for company.
S.Agree 37 37%
Agree 63 63%
Not decide 0 0%
Disagree 0 0%
S.disagree 0 0%
Total 100 100%
Table 5.10 good word of mouth is more important for company

37%
63%
0%0%0%
S.Agree
Agree
Not decide
Disaree
S.disagree
Graph 5.10 good word of mouth is more important for company
Interpretation
From the above table we can see that out of 100 respondents, good word of mouth is
more important for company 37% have strongly agreed and 63% have agreed.
5.11 IBFL interest prices are low
S.Agree 36 36%
Agree 63 63%
Not decide 1 1%
Disagree 0 0%
S.disagree 0 0%
Total 100 100%
5.11 IBFL interest prices are low.

Graph 5.11 IBFL interest prices are low.
Interpretation
From the above table we can see that out of 100 respondents, 36% customers have
strongly agreed the IBFL interest prices are low, 63% have agreed and 1% has not
decided.
5.12 The IBFL market will grow all over India
Yes 61 61%
No 39 39%
Total 100 100%
5.12 The IBFL market will spread all over India
36%
63%
1%
0%
0%
S.Agree
Agree
Not decide
Disagree
S.disagree

61%
39%
Yes
No
5.12 The IBFL market will spread all over India
Interpretation
From the above table we can see that out of 100 respondents, 61% customers have yes
the IBFL market will spread all over India and 39% customers have no.
5.13 IBFL Company mainly concentrates on loan sector.
S.Agree 2 2%
Agree 44 44%
Not decide 54 54%
Disagree 0 0%
S.disagree 0 0%
Total 100 100%
Table 5.13 IBFL Company mainly concentrates on loan sector.

2%
44%
54%
0%0%
S.Agree
Agree
Not decide
Disaree
S.disagree
Graph 5.13 IBFL Company mainly concentrates on loan sector.
Interpretation
From the above table we can see that out of 100 respondents, 2% have strongly agreed
that the IBFL company mainly concentrates on loan sector, while 44% have agreed and
54% have not decided.
5.14 The customer of the IBFL Company since.
Decision
No of
respondents Percentages
Less than 6 Months 61 61%
6 to 12 Months 32 32%
1 to 2 Years 3 3%
More than 2 Years 4 4%
Total 100 100%
Table 5.14 The customer of the IBFL company since.

61%
32%
3% 4%
Less then 6 Ms
6 to 12 Ms
1 to 2 Years
More then 2 Ys
Graph 5.14 the customer of the IBFL Company since
Interpretation
From the table we can see that out of 100 respondents, The customer of the IBFL
company since.61 % are customers of IBFL company less than 6 month while 32% are
since 6- 12 months , 3% 1to 2 years and 4% are since more than 2 years.
5.15. Customers are satisfied with the after sales service provided by
IBFL
Decision No of respondents Percentage %
Yes 65 65%
No 35 35%
Total 100 100%
5.14 Table shows % of satisfied & unsatisfied customers

65%
35%
Yes
No
5.15 Graph showing % satisfied customers.
Interpretation
From the table we can see that out of 100 respondents, The customer of the IBFL
company,.65 % Customers are satisfied with the after sales service provided by IBFL
35% customer not satisfied.
5.16. IBFL has highest market share in Bangalore
(as per consumer’s opinion)
S.Agree 10 10%
Agree 62 62%
Not decide 28 28%
Disagree 0 0%
S.disagree 0 0%
Total 100 100%
Table 5.15 IBFL has highest market share in Bangalore

Graph 5.16 IBFL has highest market share in Bangalore, as per
consumer’s opinion
Interpretation
From the table we can see that out of 100 respondents, 10 % have strongly agreed that
IBFL has highest market share in Bangalore while 62% have agreed, and 28 % said that,
they can’t decide.
10%
62%
28%
0%0%
S.Agree
Agree
Not decide
Disagree
S.disagree

5.17 Interest rate charged by different institutions at home loan
S. No Institutions Rate of percentage %
1 SBI 9.95%
2 HDFC 10.15%
3 IBFL 10.25%
4 PNB 10.50%
5 SBM 10.50%
6 IIFL 11.50%
5.17 Table shows interest rate by different institutions
9.95%
10.15%
10.25%
10.50%
10.50%
11.50%
SBI
HDFC
IBFL
PNB
SBM
IIFL
5.17 Graph shows the interest rate of percentage
Interpretation
From the above table we can see that SBI charged 9.95% interest rate at home loan and
10.25% of interest rate IBFL is the third position

FINDINGS

From the survey it is found that everybody is aware of IBFL
• 60% of the respondents were using Home loans and only 26% of the respondents
were using for other purpose
• 60% peoples are aware about IBFL Company.
• Nearly 68% of the respondents are highly satisfied with the IBFL service.
• From the study it is found that when compared to other brands, interest on home
loans of the IBFL is high, comes after SBI and HDFC.
• 65% of the customers are satisfied with the after sales service provided by IBFL.
• 39 % customers have strongly agreed that the IBFL is best company in Bangalore
while 33% have not decided 28% of disagreed.
• 40% of the people are regular customers and 60% people are not regular
customers to the IBFL.
• 38 % customers have strongly agreed that they share the information with the
friends and relation while 61% have agreed and 1% has strongly disagreed.
• 10 % have strongly agreed that IBFL has highest market share in Bangalore while
62% have agreed 28 % have not decided.
• 28% of the customers disagreed that the quality of the service is good while 72 %
have agreed, (under strongly agree & agree category)
• 2% of the customers strongly agreed that IBFL Company mainly concentrates on
loan sector while 44% have agreed.
• 4% the customer of the IBFL Company since more than 2 years and 3% have 1 to
2 years.
• Out of 100 RESPONDENTS, 30% think IBFL is quick service provider than
others, while sanctioning loans
• IBFL charged 10.25% interest rate on home loan

SUGGESTIONS:-
This Project titled “To find out the factors influencing customer satisfaction towards the
services provided by Indiabulls” was undertaken secondary and primary data were
collected and organized and the same was analysis through tabulating and applying
simple statically technique. Subsequently research finding were prepared and
documented. Based on the research findings following suggestions are made:
1. It has been founded that majority of clients go for home loan and or other purposes
hence it is recommended IBFL should encourage those who are using loan for other
purposes, to go for housing loan. Also similarly those who are going for housing loan
also may be encouraged for other loans.
2. Approximately 39% of respondent strongly believe that IBFL is one of the best
company offering best financial services and around 25-30 % of the respondent do not
agree for the same hence it is suggested that IBFL should find out the reason for their
disagreement and take appropriate steps to nullify disagreement.
3. It has been founded that 40% of the people regular customer of IBFL and remaining
are not hence it is recommended company should review and modify their promotional
program to convert non regular customers into the regular one.
4. IBFL is popular, if we add, strongly agree & agree responses then 72% of the
respondents are happy about the company however, 28% are still are not satisfied &
company should take steps to improve.
5. As one of the concerns in customer satisfaction is the price of the product and that the
price of IBFL service is higher than the SBI & HDFC, the company may make an attempt
to study the price and modify the prices

CONCLUSION:-
The majority of India’s non financial banks are not very diversified in terms of the
products and services they offer. One strategic focus that institutions can implement to
remain competitive would be to retain as many customers as possible. And customer
retention is possible through customer satisfaction only. Thus, customers’ satisfaction is
the key of success in today’s competitive era.
IBFL has good system of loans proposals, which helps to sanction the loan. The time
taken by the company to sanction the loan is satisfactory. The loans are sometime
rejected also, it is been taken into consideration, the manager had to maintain the record
of the rejected applications for analyzing the causes of problems. IBFL is located in an
urban area many of the home loan, commercial vehicle loan, loan against properties, are
sanctioned more in number. IBFL is very good at providing the services and gives high
amount of loan &low interest rate and the accurate services.
Finally the whole research was carried out in a systematic way to reach at exact results.
The whole research and finding based on the objective. However the study has some
limitations also such as lack of time lack of data, not good knowledge of local language,
which posed of problems in carrying out the research. But proper attestation was made to
carry out research in proper way and to make accurate conclusion for the IBFL which
may beneficial for non financial banks to enhance their customer base.

Questionnaire for Measuring Customer Satisfaction
===============================================================
Name: Mob.
Age: Qualification:
Extant Land: Average Income:
===============================================================
1. What are the brands you are aware mostly
a) SBI b) HDFC c) PNB d) SBM e) IIFL f) IBFL[ ]
2. Are you aware of IBFL?
a) Yes b) No [ ]
3. How did you get to know about the brand IBFL?
a) Print media b) television
c) friends / relatives d) dealers [ ]
4. Which company service do you prefer to use?
a) SBI b) HDFC c) PNB
d) SBM e) IIFL f) IBFL [ ]
5. IBFL is best company in Bangalore?.
a) Strongly agree b) Agree
d) Disagree e) strongly disagree [ ]
6. I am inspired to take the loan by
a) Friends b) Relatives c) Neighbors d) Advertisements [ ]
7. Are you the customer of the IBFL Company?
a) Yes b) No [ ]

8. You are the customer of the IBFL Company since
a) Less than 6 months b) 6 to 12 Months
c) 1 to 2 years d) More than 2 years [ ]
9. IBFL Company provides better services than other company
c) Disagree d) strongly disagrees [ ]
10. IBFL interest prices are low?
d) Disagree e) strongly disagree [ ]
11. Do you expect the IBFL market will spread all over India?
a) Yes b) No [ ]
12.Do you agree that IBFL company has highest market share in Bangalore?
a) S.Agree b) Agree
c) Disagree d) S.disagree [ ]
13. IBFL Company mainly concentrates on loan sector?
a) S.Agree b) Agree
c) Disagree d) S.disagree [ ]
14. Are you satisfied with the after sales service provided by IBFL?
A) yes b) no [ ]

BIBLIOGRAPHY
BOOKS
 Neli A. Morgan, Eugene W. Anderson, and Vikas Mittal, “Understanding
firms’ Customer Satisfaction Information Usage,” Journal of Marketing
69(july 2005)
 Oliver Ryan, “Putting Your Customer to Work,” Fortune, March 20,2006.
 Philip Kotler, Kevin Lane Keller, Abraham Koshy & Mithileshwar Jha
“Marketing Management”.USA Pearson Education 2012
 Research methodology-Donald R. cooper Pamela S. Schindler 8 edition
2011
 Thomas O. Jones and W. Earl Sasser Jr., “Why Satisfied Customers
Defect,” Harvard Business Review 1995
 “2005 Marketing Receptivity Survey” Yankelovich Partners Inc, April 18,
2005
SEARCH ENGINES
HTTP://INDIABULLS.COM
HTTP://AIBFL.COM
HTTP://WIKIPEDIA.COM
SHTTP://ANSWERS.COM
HTTP://DREAMHOMES.INDIABUILDINGINFO.COM/TIPS_ARTICLES/E
PAGES/CREDIT_APPRAISAL_4_HOUSING_LOANS.ASP
HTTP://WWW.LOANUNIVERSE.COM/CREDIT.HTML
HTTP://SIMPLE.WIKIPEDIA.ORG/WIKI/LOAN

HTTP://WWW.UKESSAYS.COM/ESSAYS/FINANCE/ANALYSIS-OF-THE-
CREDIT-PROCEDURE-AT-INDIABULLS-FINANCE-
ESSAY.PHP#IXZZ2UDXNOXRP

Project report-on-india-bulls- satya

Recommandé

Recommandé

Contenu connexe

Tendances

Tendances (20)

Similaire à Project report-on-india-bulls- satya

Similaire à Project report-on-india-bulls- satya (20)

Plus de satya pal

Plus de satya pal (17)

Dernier

Dernier (20)

Project report-on-india-bulls- satya