DEPARTMENT OF MANAGEMENT STUDIES MBA (Marketing)

A RESEARCH PROPOSAL BY:Full name: Anshul Sharma Student no: 2013PBM8025 Postal address: 74/111, Aadinath Marg, Aggarwal Farm, Mansarovar, Jaipur, Rajasthan 302020TITLE: Customer Satisfaction Towards the Services Provided by India Bulls

Telephone number: 8302313674

E-mail: anshul1690@gmail.com

Date of submission:

SUPERVISOR: Mr. Naval Arora

I declare that the work I am submitting for assessment contains no section copied in whole or in part from any other source unless explicitly identified in quotation marks and with detailed, complete and accurate referencing. ..

CONTENTSPAGE

1.INTRODUCTION31.1 Industry Profile. 31.2 Company Profile.31.3 Products..4

2. RESEARCH PROBLEM6 2.1 Purpose of Study6 2.2 The objectives of the Study...6

3.PROPOSED METHODOLOGY 73.1 Research design.73.2 Data sources 73.3 Data collection techniques.73.4 Sampling techniques.73.5 Data analysis and interpretation.73.6 Ethical considerations.8

4. MY PERSONAL WORK PLAN8 LIST OF SOURCES 85 THE QUESTIONNAIRE DESIGN9

2MA proposal by CW Mills(Put your name in the header)

TITLE Customer Satisfaction Towards the Services Provided by India Bulls

1. INTRODUCTIONThe purpose of this study is to know about the customer satisfaction, customer awareness and the services provided by the company. The foremost thing is the company profile.1.1 INDUSTRY PROFILE The importance of financial institutions in the modern economy cannot be neglected. They occupy a very important place in the field of commerce and industry of any country. They are so important that modern business is certainly impossible without them and number country can achieve commercial and industrial progress in the absence of sound financial system. These financial sectors have different products at different rates. The growing competition between the financial institutions had made each of them to delight their customer rather than satisfying them. The emergence of new generation private financial institutions has made the entire financial sector tougher and much more competitive. They provide various services to the customer to overcome the competition.INDIABULLS GROUP OF COMPANIESIndia bulls 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, India bulls Financial Services received venture capital funding from Mr. LAKSHMI MITTAL & Mr. HARISH FABIAN.1.2 COMPANY PROFILEIndia bulls Financial Services Ltd, one of Indias 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. India bulls Housing Finance Ltd, a SARFAESI notified Housing Finance Company is a wholly owned subsidiary of India bulls 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, India bulls Financial Services has a wide network of 300 branches spread over 110 cities across India. India bulls Housing Finance has one of the fastest Home Loan delivery systems in India. Easy & convenient online access of India bulls Home Loan account saves time, efforts & money wasted in visiting offices of home loan providers for every single query or requirement. All these security measures for online account access are taken care of at India bulls Housing Finance. India bulls Home Loans is emerging as the most preferred brand in housing finance. India bulls 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. India bulls believe in forging a deep personal bond with each of its valued customers.

Customer SatisfactionBusiness always starts and closes with customers and hence the customers must be treated as a king of the market. All the business enhancements, profit, status, image etc.of the organizations 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 more is the bonding with customer.1.3 Products:1. Home Loans They support the 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. India bulls 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.2. Commercial vehicles loan India bulls 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.3. Loan against propertyIndia bulls Financial Services understands how difficult it is to choose between your aspirations to become successful entrepreneur & your personal priorities. India bulls Loan against Property will take care of your financial needs while you can concentrate on your business plan. India bulls 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. India bulls 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

2. THE RESEARCH PROBLEMThe objective of every company is to ensure customer satisfaction as customer satisfaction leads to 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 cannot specify the reasons for their satisfaction.. 2.1 THE PURPOSE OF THE STUDYIndia Bulls Financial limited believes in satisfactory delivery of service quality to the customer but due to unknown reasons the customer satisfaction analyzed was not up to the mark. They intend to find out causes and remedies for the low customer satisfaction. 2.2 THE OBJECTIVES OF THE STUDYPRIMARY OBJECTIVE To know the Customer Satisfaction regarding IBFL. To study general profile of the customers To identify major factors influencing customer satisfaction for India Bulls Financial Services. To offer few suggestions for increasing customer satisfaction.

3. THE PROPOSED METHODOLOGYThe methodology chosen as per discussions with my project supervisor and the project advisor at the company.

3.1 RESEARCH DESIGNThe formidable problem that follows the task of defining the research problem is the preparation of the design of the research project, popularly known as Research Design. Research design is a plan, structure and strategy of investigation conceived to obtain answers to research questions and to control variance. It consists of the blue print for the collection measurement and analysis of data. The research used here is descriptive research 3.2 DATA SOURCESPrimary 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 Jaipur city.

Secondary data Secondary Data is obtained from published sources, including literature, industry profile, and databases of the company. Internet sources and published books

3.3 DATA COLLECTION TECHNIQUESIt would involve surveys, interviews(either telephonic or face-2-face)

3.4 SAMPLING TECHNIQUESConvinience sampling technique would be followed in this study.

3. 5 DATA ANALYSIS AND INTERPRETATIONThe data would be collected based on questionnaires, recordings wherever permitted and would be analyzed using the SPSS software.

3.6 ETHICAL CONSIDERATIONSThe data collected would be strictly for the purpose of conducting the research and would not be shared with anyone without the express permission of the company.

4. MY PERSONAL WORKPLANSTEPS IN THE RESEARCH PLANDEADLINE FOR COMPLETION

Submission of the proposal6/2/15

Design of a research plan20/2/15

Defining of a universe, a sample frame, sampling OR setting up of selection criteria, etc.25/2/15

Design of a final questionnaire/schedules, etc.2/3/15

Interviews/posting of questionnaires, etc.15/3/15

Editing of completed questionnaires, grouping and coding of data, entering data into a computer20/3/15

Raw tabulations/draft analysis of qualitative data31/3/15

Analysis of data10/4/15

Report up of findings20/4/15

Presentation of final research product(s)25/4/15

LIST OF SOURCES www.indiabulls.com www.business.mapsofindia.com www.wikipedia.org www.google.com

5. QUESTIONNAIRE DESIGNQuestionnaire Design is prepared on the basis of the following parameters. Customers satisfaction Customer Awareness

1. What are the brands you are mostly aware?

a) SBIb) HDFCc) PNBd) IIFLe) IBFL

2. Are you aware of IBFL?

a) Yes b) No 3 Which company service do you use?a) SBIb) HDFCc) PNBd) SBMe) IIFLf) IBFL 4. Are you a customer of IBFL? a)Yes b)No