Executive SummaryPROJECT TITLE

“A Study on Clients Satisfaction towards the Service of YVU Financial

Services Pvt. Ltd. (YFS)”

SCOPE OF THE STUDY

This study emphasis in the following scope:

1. To identify the clients level of satisfaction upon the overall service quality

provided by YVU Financial Services Pvt. Ltd. (YFS).

2. This study will be helpful to the organization for conducting further research.

3. This study will also be helpful for identifying the area of dissatisfaction over

the services.

4. This study helps to make a managerial decision to the organization for better

service quality.

STATEMENT OF PROBLEM

It is a study to analyze clients’ perception over the service quality. By

understanding the perception and expectation of the clients’ organization can clearly

sees the level of satisfaction over the service performance. Identifying the underlying

gap between the provider and clients is also one difficult task by organization itself

without others extra effort.

OBJECTIVES

1. To study and assess the satisfaction level of clients regarding YVU Financial

Services Pvt. Ltd. (YFS).

2. To study the perception of clients regarding YVU Financial Services Pvt.

Ltd. (YFS).

3. To identified the factors which influence the satisfaction of clients.

4. To know the clients satisfaction towards the service of YFS Pvt. Ltd.

RESEARCH METHODOLOGY

Research Design: The type of research design which is used in this study is

Exploratory Research.

Source of Data: Primary Data as well as Secondary Data

Primary Data: Questionnaire cum Interview

Secondary Data: It is collected from the various sources such as

from the Web site yvu.co.in

from the PowerPoint of YVUs’ induction and training programs

and

from the discussion of YVUs’ Officials

Sample Size: 150 respondents

Sampling Technique: Convenient sampling

Tools used in Data Analysis: Likert Scale, Bar Graph and Pie Chart

RECOMMENDATIONS1. The organisation should make effort to aware the clients about all the extra

products and services available.

2. Other than word-of-mouth it is required to select an appropriate media for

promotional activities.

3. The organisation should enhance their services quality according to the needs

and expectations of the Clients.

4. The organisation should make procedures to implement loan in less time

consuming.