Iifl reort bvimsr 26.09.13

BharatiVidyapeeth'sInstitute of Management Studies & Research

A PROJECT REPORT ON

Market Scoping and analysis of Financial Investment& Loan Products.

Summer Internship Report Submitted to theUniversity Of Mumbai

In partial fulfillment for the award of degree ofMaster of Management Studies.

SUBMITTED BY

MR.UMESH.R.YADAV

ROLL NO: 118

PROJECT GUIDE:

Mrs.VEENACHAVAN

Batch: 2012-14

For the summer internship atIIFL(India Infoline Finance Limited)

INDIAN INFOLINE FINANCIAL LIMITEDPage 1

Declaration

I, UmeshYadav, Student of BharatiVidyapeeth’s Institute of Management Studies (MMS Finance), Navi Mumbai declare that the project on “Market Scoping and analysis of Financial Investment & Loan Products” is the result of my own effort and it is based on data collected and guidance of Project Guide Mrs.VEENACHAVAN.I have prepared this project during my Summer Internship from 2nd May 2013 and the same was completed on 29th June 2013. This report is correct to my knowledge and so far has not been published anywhere else.

NAME: UMESH YADAVCLASS: MMS BBATCH: 2012-2014ROLL NO.: 118PLACE: MUMBAI

____________________

UMESH RANJEETSINGH YADAV (SIGNATURE OF THE CANDIDATE)


Certificate of Approval

This is to certify that summer internship project entitled “Market Scoping and analysis of Financial Investment& Loan Products” submitted byUMESH YADAV, a student of BharatiVidyapeeth’s Institute of Management Studies and Research , as a part of the curriculum of Masters of management studies (MMS) has been approved.

____________________ ___________________

Project Guide Director -BVIMSR


ACKNOWLEDGEMENT

This project bears imprint of all those who have directly or indirectly helped and extended their

kind support in completing this project.

At the time of making this report I express my sincere gratitude to all of them.I would like to

express my sincere gratitude to Mr. NijeshRaveendran (Area Manager) , Mr. Vithoba Desai

(Territory Manager ) and Mr. JomonVergese (Branch Manager) for giving me this opportunity to

undergo this lucrative project with India InfolineFinance Ltd at IIFL Gold Loan sec 9, Vashi,

NaviMumbai branch.

I am extremely thankful and obliged to Prof. VEENA CHAVAN (Internal Project Guide) for providing streamed guidelines since inception, till the completion of the project.

I would also thank IIFL Gold Loan employees and customers, whom I met during the course of

this project, for their support and for providing valuable information, which helped me, complete

this project successfully.

At this moment I also thank almighty God for the blessings showed upon me, my parents for

their support and care and also my friends for their valuable suggestions.

This project report is a collective effort of all and I sincerely remember and acknowledge all of

them for their excellent help and assistance throughout the project.

UMESH YADAV



EXECUTIVE SUMMARY

The title of the Project done at India Infoline Finance Limited is “Market Scoping-Gold

Loan” with special reference to IIFL Vashi sec 9 Branch.

There are many reasons why customer expectations are likely to change over time.

Process improvements, advent of new technology, changes in customer's priorities, improved

quality of service provided by competitors are just a few examples.

The main objective of the study is to find out the different services provided in gold loan

market by different organizations and to know the perception and awareness level of the people

regarding IIFL in the Gold Loan Market. Also this research project includes in finding out

policies and strategies of existing and upcoming competitors in this sector.

In today’s competitive world there are many goods chasing few customers some are

trying it expands their size and share of existing market. As a result there are loser and winners.

Winners are those who carefully analyze needs identify opportunities and create aloe rich offers

for target customer.

The objective of the market research to determine the demand and supply and use of the

product and competitors study so as to get the total market scenario of the product for analyzing

market problem research is needed. A firm can obtained market research in a number of ways. It

can hire market research firm or it can ask student to design and carry out market research

project. These marketing problems and opportunities if entrust to the student of marketing.

Specially when they seek the same during the project gives opportunities to apply their

theoretical knowledge and managerial knowledge.

The type of research was qualitative research. Qualitative research is collecting,

analyzing and interpreting data by observing what people do and say. The sources of the data for

the study were primary and secondary data. The questionnaire was prepared and administered to

collect the relevant primary data. The data collection method was based on questionnaire.


Table of Contents

Chapter Topics Page No.

CHAPTER 1 2.1 Introduction Of The Topic 8

2.2 RBI's gold loan regulation for NBFCs 13

2.2 Objectives 14

CHAPTER 2 3.1 Company Profile 17

3.2 About Industry 18

3.3 Competitors 26

CHAPTER 3 4.1 About Firm 25

4.2 History 28

4.3 Organization structure 30

4.4 Finance 31

4.5 Marketing 33

4.6 Human Resource 36

CHAPTER 4 4.7 Research Methodology 42

CHAPTER 5 5 Operational learning 46

5.1 Data analysis& Interpretation 47

CHAPTER 6 6.1 Conclusions 58

6.2 Findings 59

6.3 Recommendations& Suggestions 60

6.4 Annexure 61

6.5 Bibliography 64

INTRODUCTIONINDIAN INFOLINE FINANCIAL LIMITEDPage 7

INTRODUCTION OF THE PROJECT:-

As researcherdiscussed in earlier he have got the topic for two months summer internship

program was “Market Scoping AndAnalysis OF Financial Investment & Loan Product”

For knowing the scope and analysis of financial investment in the market researcher have

conducted a small research with help of “Financial Awareness Survey Form”. Marketing

research will help researcher to identify the need of the customer by gathering the information by

filling the survey form from individual customer. Market Research is systematic problem

analysis, model building and fact finding for the purpose of important decision making and

control in the marketing of goods and services. Marketing Research is a well-planned, systematic

process which implies that it needs planning at all the stages. It uses scientific method. It is an

objective process as it attempts to provide accurate authentic information. Marketing Research

plays a very significant role in identifying the needs of customers and meeting them in best

possible way. The main task of Marketing Research is systematic gathering and analysis of

information. Marketing Research is essential for strategic market planning and decision making.

It helps a firm in identifying what are the market opportunities and constraints, in developing and

implementing market strategies, and in evaluating the effectiveness of marketing plans.

Marketing Research is a growing and widely used business activity as the sellers need to know

more about their final consumers but are generally widely separated from those consumers.

Marketing Research is a necessary link between marketing decision makers and the markets in

which they operate.

For gathering the more and accurate information from the customer about financial

product and gold loan market,researcher are made the questioner and filled the same from the

individual customer.

IIFL have a presence in:


Equitiesare there core offering, gives leading market share in both retail and institutional segments. Over a million retail customersrelyonthere research, as do leading FIIs and Mfs that invest billions.

Private wealth Managementservices cater to over2500families who have trust them with close to Rs 25,000 crores of assets foradvice.

Investment banking Servicesare for corporates looking toraise capital. There forte is equity capital market, where they haveexecuted several marquee transactions.

Credit &financefocuses on secured mortgages and consumerloans. There high quality loan book of over Rs 6,200 crores is backedby strong capital adequacy of approximately 20%.

Mutual fundmade an impressive beginning in FY12, with lowestcharge nifty ETF. Other products include fixed maturity plans.

Life insurance, pension and other financial productson open architecture complete our product suite to help customer builta balanced portfolio.

IIFLis a listed company with a consolidated group net worth ofaboutRs 1,800 crores. The income and net profit during FY2010-11 were Rs 14.7 bn and Rs 2.1 bn respectively.

The group has a consistent and uninterrupted track record of profitsand dividends since its listing in 2005. The company is listed in bothexchanges and trades in the derivatives segment.


Gold loan or loan against gold is the easiest and quickest way for servicing your financial

needs. To avail a gold loan, all you need to do is pledge your gold ornaments with us and we

would provide you with a loan amount as per the market value of your gold. Unlike other loans,

gold loan does not require you to provide any income or salary proof. Moreover, it has

comparatively lower interest rates; requires lesser documentation, and hence is processed in

lesser time.

We at IIFL provide maximum loan against your gold at lowest interest rates. We have a strong presence Pan-India and have serviced a large number of customers in a very short span. We offer different types of schemes as per your requirement and convenience. Following are the main features of our loans:-

The main features of IIFL Gold Loan:-

Loan amount ranges from min Rs 5,000 to max Rs 10,00,000

Tenor for loans ranges from 3 months to 12 months

Loan can be paid back on a monthly or quarterly basis

Interest / Loan Amount due can be paid at any of IIFL Gold Loan branches pan-

India

Minimal amount of paperwork and documentation is required

Loan gets processed in as low as 5 minutes

Variety of schemes are available to chose from

GOLD LOAN SCHEMES

IIFL GOLD LOAN SCHEMES

Scheme Name Value (per gram) Interest (%p.a)

JALDIE LOAN Rs.1000/- 12%

FAST TRACK Rs.1800/- 20.4%

Advantages of Gold Loan:-


IIFL Gold Loan

Gold loan doesn’t demand any certificate to show your salary or income and even no

credit card history is required. Thus even unemployed and non working people can go for

gold loan.

Unlike any other unsecured loan, gold loan doesn’t require many papers, only few

documents such as ID proof and address proof is enough to avail for such loan.

One of the main advantages of gold loan is its low interest rates. Usually loan over gold is

provided at the interest of 12-16% per annum and this is quite low compared to personal

loans available at interest rates of 15-26% per annum.

In rural areas Agricultural loan against gold is also available for agriculturist at very

nominal rate of Interest of 7%-8%, proof of agricultural document needs to be provided.

Gold loan is the most simple and convenient forms of loan because here all you need to

do is pledge your gold with a bank or finance company and get upto 80% of the market

value of the gold as a loan.

Borrower will be given an option to pay only interest during the entire term and at the

end of the tenure you can pay complete borrowed amount in single shot.

In case of gold loan processing time is very less. Usually banks take just few hours to

complete the process where as in case of NBFC’s (Non Banking Financial Companies) a

few minutes is enough for the same. So for immediate financial help this is the best

option.

Charges associated with Gold Loan:-


Loan processing charge: While some of the service providers may

waiver these charges, some banks do charge a processing fee.

Valuation Charge: These are the charges to be paid to the valuator.

These charges are also specific to the service provider and those

having in-house valuators do not charge any extra amount for

valuation.

Late payment penalty: Most of the service providers charge late

payment penalty and this too can vary from one institution to the

other.

Pre-payment penalty: Most of the service providers do not charge

a penalty for repayment before the loan tenure is over. But some

may still have this charge in place.

It is advisable to check with the loan provider before taking the

loan. These charges could change the amount that you may

finally receive.

AdviceOn Gold Loans:-

Go for gold loan if you are confident of returning the money in time

otherwise, you will be penalized and all your pledged gold will come

under the control of bank or finance company from where you taken a

Gold Loan.


While opting for gold loan check the interest rates in various banks and

private finances. If you go for private lenders then better to go with

one who has been in this business for many years.

RBI's gold loan regulation for NBFCs

The Reserve Bank of India (RBI) on Monday tightened regulations governing non-banking finance companies (NBFCs) lending against gold jewellery.

The new rules include strict documentation for high value loans against gold and prohibition on misleading advertisements by NBFCs such as offering availability of gold loans in a matter of 2-3 minutes.

The guidelines are broadly based on the January recommendations of an expert panel set up by RBI, headed by K.U.B.Rao. The RBI, however, did not accept the recommendation of the panel for higher loan-to-value (LTV) ratio on gold loans.

The LTV ratio, or the amount that can be lent against gold, has been maintained at 60%. This means for gold worth Rs100 offered as collateral, lenders can give loans up to Rs60.

Further, NBFCs should also proportionally value while deciding the LTV on jewellery of lower purity of gold, RBI said.

Also, NBFCs financing against the collateral of gold must insist on a copy of the PAN card of the borrower for all transaction above Rs5 lakhs and all high value loans of Rs 1 lakh and above must only be disbursed by cheque, RBI said.

The apex bank has clearly stipulated that NBFCs should not issue misleading advertisements like claiming the availability of loans in a matter of 2-3 minutes.

RBI has also asked NBFCs to make the auction process of the gold more transparent by disclosing the details of auction process in the annual report, including full details of the value fetched in the auction.


The reserve price for the pledged ornaments should not be less than 85% of the previous 30 day average closing price of 22 carat gold as declared by the Bombay Bullion Association Ltd, an industry body, RBI said.

OBJECTIVES

OBJECTIVE OF THE STUDY:-

The objective of the research is to study and analyze the awareness

level of general people in financial investment and gold loan concept.

The main objective of this project is to understand what is gold loan, to study the gold

loan process at branch level, to study role of each employee in the procedure of gold loan

at branch level, to know various services provided by India Infoline to its customer.

To study what kind of changes the organization has undergone in the recent past or have initiated recently.

To find out the competitors operating in the Gold Loan Market.

To find out the competitive position of India Infoline, and the ways and

means to improve on the service by India Infoline Finance Limited.

To know the Gold Loan performance level in the present market.

To study about consumer awareness& satisfaction, about operational Services &

procedures of India Infoline ltd.

To understand the satisfaction level of clients with India Infoline regarding service provided by staff.

SCOPE OF THE STUDY:-


This report is based on the study conducted at the Vashibranch,

NaviMumbai.

It aims to understanding the companies’ organization structure,

departments, marketing strategies and the advantages it is

having over the competitors.

It aims to understand the skills of the company in Different Areas.

COMPANY PROFILE

COMPANY FACTS - INDIA INFOLINE

Registered Address

IIFL House, Sun InfoTech Park,

Road No. 16, Plot No.B-23, MIDC,,Thane Industrial Estate, Wagle Estate,

Mumbai

Maharashtra

400604

Tel: 022-25806650

Fax: 022-25806654

Email:[email protected]

Website:http://www.indiainfoline.com

Group: Not Applicable

Registrars

Link Intime India Pvt. Ltd. C-13, Pannalal Silk Mill Compound,

LBS Marg,

Bhandup (West)

Tel: 022-25960320

Fax: 022-25960329


http://www.indiainfoline.com/

mailto:[email protected]

Email:[email protected]

Website:http://www.linkintime.co.in

ABOUT INDUSTRY

FINANCIAL SERVICES

Financial services like banking, merchant banking, factoring, Insurance, Venture capital,

act as vital machinery of an economy. These financial services that facilitate financial

transactions of individuals and institutional services resulting in their resources allocation

activities through time. The sector that deals with such financial services is known as financial

services sector.

The Three pillars of Financial System are:

Banking

Insurance and Mutual Funds

Online Trading

FINANCIAL INSTITUTION

In financial economics, a financial institution is an institution that provides financial services

for its clients or members. Probably the most important financial service provided by financial

institutions is acting as financial intermediaries. Most financial institutions are regulated by the

government.

Broadly speaking, there are three major types of financial institutions:


http://www.linkintime.co.in/

mailto:[email protected]

Depositary Institutions : Deposit-taking institutions that accept and manage deposits

and make loans, including banks, building societies, credit unions, trust companies, and

mortgage loan companies

Contractual Institutions: Insurance companies and pension funds; and

Investment Institutes: Investment Banks, underwriters, brokerage firms.

Mortgage Loans, which includes Housing Loans and Loans against Property.

Gold Loans, which includes finance against security of mainly used gold ornaments.

Healthcare Finance, which includes finance for medical equipments and project funding

in the healthcare sector.

Mortgage Loans

Loan against Property

IIFL brings to you Loan against property (LAP). You can now take a loan against your

residential or commercial property, to expand your business, plan a dream wedding, fund your

child’s education and much more.

You can now depend on us to meet all your business requirement even to purchase a new shop or

office for your business.

Loan Features

Loans to expand your business or to meet any personal need.

Loans available against residential, commercial and industrial property.

Maximum loan to value available.

Repayment through monthly installment.

High tenure loans for ease of repayment

Attractive interest rates

Specially designed products for self employed


Asset Products:

Products:

Hassle free process / Door step service.

Minimum documentation

Loan transfer- You can also transfer your existing loan against property or home loan

from another institution at attractive rate of interest for personal or business purpose.

Key Customer segments

Salaried class: Corporate salaries employees, Government employees & salaried consultants.

Self employed: Proprietorship, Partnership, Companies& Professionals.

Eligibility Income criteria

Non-Prime Home Loans -LAP

Salaried

Rs. 1 Lac per annum (after adjustment of tax)

Self Employed

Min Profit after Tax Rs 1 Lac p.a.

Home Loan

A new home brings with it new hopes, joys and emotions. At IIFL, we have shared new hopes,

joys and emotions with our customers. Every customer has a specific and unique concern and our

home loan product is customized to provide you solutions for your unique concern. IIFL group

has set up India Infoline Housing Finance Ltd. (IIHFL) to offer highly customized facilities of

availing Home Loans.

We believe that in order to succeed, we need to offer not only competitive products, but also the

best possible service and value-added features and benefits. In a market where the basic product

is largely similar, the differentiator is our ability to understand the customer's need completely

and structure the value-adds appropriately.

Loan Features

Home loan amount suited to your needs

Home loan tenure upto 20 years

Simplified documentation

Key Customer segments

Salaried class: Corporate salaried employees, Government employees & salaried consultants.


Self employed: Proprietorship, Partnership, Companies& Professionals.

Eligibility Income criteria

Salaried

Gross salary of Rs. 2.5 Lacs p.a.

Self Employed

Min. Profit after tax of Rs. 2 Lacsp.a.

Mandatory Rule

Gold Loans

IIFL Gold Loan

Gold loan or loan against gold is the easiest and quickest way for servicing your financial needs.

To avail a gold loan, all you need to do is pledge your gold ornaments with us and we would

provide you with a loan amount as per the market value of your gold. Unlike other loans, gold

loan does not require you to provide any income or salary proof. Moreover, it has comparatively

lower interest rates; requires lesser documentation, and hence is processed in lesser time.

We at IIFL provide maximum loan against your gold at lowest interest rates. We have a strong

presence Pan-India and have serviced a large number of customers in a very short span. We offer

different types of schemes as per your requirement and convenience. Following are the main

features of our loans:-

Loan amount ranges from min Rs 5,000 to max Rs 10,00,000

Tenor for loans ranges from 3 months to 12 months

Loan can be paid back on a monthly or quarterly basis

Interest / Loan Amount due can be paid at any of our Gold Loan branches pan-India

Minimal amount of paperwork and documentation is required

Loan gets processed in as low as 5 minutes

Variety of schemes are available to chose from

Your Gold is insured and secured safely with us in fire and burglary proof vaults.

Healthcare Finance

Healthcare Finance is a business vertical dedicated at offering a customized financial solutions to

Doctor, Diagnostics Centre, Hospitals, Nursing home etc for their funding needs.


With 1.2 beds per 1000 population there is immense growth potential in this segment. Growing

incomes, literacy and awareness bode well for the Indian healthcare services market. Considering

that 80% of future Investment in Healthcare is expected to come from Pvt Sector, we at IIFL see

a lot of synergies between the Healthcare fraternity and IIFL for mutual growth opportunities.

IIFL is extremely delighted to share that we are present in Healthcare Finance Business.

Loan Features:

Quick & Hassle free loan

Loan amount ranging from Rs 3,00,000/- onward

Tenor ranging from 12 to 84 Months

Flexible Loan To Value

Funding for Ancillary equipments

Flexible EMI options

No Additional Collateral

Minimum Turn Around Time

Key Customer Segment:

Medium & Large Private Hospitals, Nursing Homes, Medical & Dental Colleges

Diagnostics Centres and Pathology Laboratories

Eye Centres

Small and Medium size Speciality Clients likes skin Clinics, Dental Clinics etc

Medical Practitioners

Public Private Partnership Venture's

Eligibility:

Indian Citizen

Minimum age of 24

Minimum Qualification MBBS (Applicant / Guarantor)

Minimum Experience of 3 Years

Good Repayment history


ICICI Prudential Life Insurance:

IIFL mostly deals with the third party product in which Insurance is one of the important

product. IIFl deals with ICICI Pru Guaranteed Savings Insurance Plan which is a traditional

plan. Which covers following things:

Guaranteed Maturity Benefit - Your GMB at policy inception would be Sum Assured,

which is sum of all payable premiums. That means depending on term you have chosen

for the Policy (after completion of 15 or 20 years) you will get your paid premiums back

without any deduction.

Guaranteed Regular Additions -" This guaranteed addition, expressed as a percentage of

the SA, will be declared at the beginning of every policy year"

Maturity Addition- A lumpsum amount expressed as a percentage of the SA. This Bonus

is estimated in broacher and not marked guaranteed.

Features and benefits of Guaranteed Savings Insurance Plan

Limited pay: You have a choice of paying premiums for either 7 or 10 years, while

enjoying a long term savings benefit under the plan

Guaranteed benefits: Receive guaranteed benefit at the end of the policy term in form of

Guaranteed Maturity Benefit (GMB):

• In the beginning, the GMB would be equal to sum of all premiums payable under the

plan


Investment Products:

Additional maturity benefit: Receive additional amount in form of Maturity Addition

(MA) at the end of the policy term

Death Benefit: Receive a Guaranteed Death Benefit (GDB) equal to the sum of all

premiums paid till date compounded at the rate of 5 percent per annum

Easy to purchase: Easy and hassle free application process with no medicals

Tax benefits: Tax benefits on the premium paid and benefits received under the policy,

as per the prevailing Income Tax laws.


Retail – one of the leading brokerage houses in the nation with options to invest in Equity , commodity and currency.

Institutional – High Quality research and block placement capabilities.

Broking

Advisory – we are on the leading Indian players in wealth management and having assets under Advisory.

Wealth Management

Insurance – Leading non – banking distributor of life insurance mutual funds and other savings products .

Financial Product Distribution

IIFL Businesses


Primary expertise is Equity capital Markets with a view to leverage institutional and retail distribution capabilities.

Investment Banking

Successfully launched own Mutual fund with NIFTY ETF and IIFL FMP

AMC

Mortgage LAS Healthcare Financing Gold Loans

Credit and Finance

COMPETITORS:

Muthoot Finance Gold Loan

Muthoot is a Kerala originated association set up by MuthootNinanMathai in 1887 at Kozhencherry in Travancore district which was later being adopted by M George Muthoot. Loan is received within a time period of 5 min. It ranges from Rs 1500 to 1 crore. 0%processing fees.Interest rate of 1%per month.

Mannapuram Finance Gold Loan

Mannapuram Finance also facilitates gold loan within 5 minutes. It help to draw instant Cash by subscribing gold ornaments and Jewellery. It provides loan at higher points, based on purity, net weight of gold. The candidate must have one recent ID—Voter ID/ Ration Card/ Driving License/ Passport. No time-consuming formalities involved.

Union Gold Loan

Union gold loan provides credit facility to needy farmers. The lending rate is Rs 1800 per gram gold ornaments. Based priority sector like agricultural purposes.Under non priority sector for basic necessities for unforseen expenses. Loan amount consumption purposes is upto Rs.2000/-. The Non-Priority Sector loan amount is max.Rs.5 lacs.

HDFC Gold loan

HDFC gold loan term loan provides instant loans . Regular interest on loan is being granted. Identity Proof like Passport Copy/ Voters ID card/ Driving License along with proof like Ration card/ Telephone Bill/ Electricity Bill/ Rental Agreement/ Passport copy/Trade license /Shop &Est License / Sales Tax certificate, 2 pass port size photographs.


SBI Gold loan

SBI gold loan is loan which satisfies as a biggest advantage to overcome crisis and is a personal loan phenomena. It has low interest rate. The loan amount of Rs 10 lakh is attained by the customer. It also provides gold loan for farmers for agricultural necessities. The main documents required for applying gold loans are Letter of witness in case of illiterate borrowers. Two passport size photographs of the borrower. DP Note delivery. All the gold ornaments that are to be kept as mortgage for the loan. Gold Loan application.

ABOUT FIRM

India Infoline originally incorporated on October 18, 1995 as “Probity Research And

Service Private Limited” at Mumbai under the companies act, 1956 with registration number –

1193797. And become a public limited company on April 28, 2000.

The name of the company was changed to India infoline.com limited on May 23, 2000

and later to India Infoline Limited on March 23, 2001. It is the first company in India to foray

into the online distribution of Mutual Funds.

It is a one-stop financial service shop, most respected for quality of its advice,

personalized service and cutting-edge technology. The No-1 corporate agent for ICICI Prudential

Life Insurance Company. Research acknowledge by Forbes as “Must Read for Investor in South

Asia”

The India Infoline was listed on Bombay and National Stock exchange with a net worth

of INR 200/- crore and a market cap of over INR 1970/- crore. The company has a network of

976 business locations (branches and sub-broker) spred across 365 cities and towns. It has more


than 800,000 customers. It is registered with NSDL as well as CDSL as a depository participant.

Providing a one-step solution for client trading in the equities market.

The Company is engaged in the activity of mortgage financing, loan against securities,

gold loans, margin funding and other consumer financing products.

India Infoline Finance Ltd. is professionally managed and shares the professional values and

ethos of its parent company, IIFL and has acquired and maintained a reputation for reliability,

transparency of operations and absolute integrity. A steady growth rate validates the trust that

industry has reposed in the Company.

IIFL offers advice and execution platform for the entire range of financial services

covering products ranging from Equities and derivatives, Commodities, Wealth management,

Asset management, Insurance, Fixed deposits, Loans, Investment Banking, Gold bonds and other

small savings instruments.

IIFL has received membership of the Colombo Stock Exchange becoming the first

foreign broker to enter Sri Lanka. IIFL owns and manages the website, www.indiainfoline.com,

which is one of India’s leading online destinations for personal finance, stock markets, economy

and business. IIFL has been awarded the ‘Best Broker, India’ by Finance Asia and the ‘Most

improved brokerage, India’ in the Asia Money polls.

Our research is available not just over the Internet but also on international wire services like

Bloomberg, Thomson First Call and Internet Securities besides others where it is amongst one of

the most read Indian brokers.

IIFL is a listed company with a consolidated group net worth of about Rs 1,800 crores. The

income and net profit during FY2010-11 were Rs. 14.7 bn and Rs. 2.1 bn respectively.

IIFL’s Crisil and ICRA Rating for short term is top rated as CRISIL A1+ and ICRA (A1+)

respectively. For long term, IIFL has been rated ICRA(AA-) by ICRA and CRISIL AA-/Stable

by CRISIL indicating high degree of safety for timely servicing of financial obligations.


IIFL is near you physically: we are present in every nook and cranny of the country, with over

4,000 business locations across 900 cities in India. You can reach us in a variety of ways, online,

over the phone and through our branches. All our offices are connected with the corporate office

in Mumbai with cutting edge networking technology. The group caters to a customer base of

about a million customers.

The physical presence in key global markets includes subsidiaries in Colombo, Dubai, New

York, Mauritius, London, Singapore and Hong Kong.

IIFL has managed and run by the well qualified and one of the successful people’s of an

investment team. The brains behind all the investment strategies and decision regarding wealth

management services are,

Team with impeccable academic and professionals credentials. Open door, transparent and performance oriented culture. Increasing level of employee ownership.

Verticals Corporate Function

Chairman & managing director

Nirmaljain Executive Director R. Venkatraman

Institutional Equities H. Nemkumar Finance KapilKrishan

Investment Banking AjitMenon Compliance R Mohan

Consumer Finance ApulNayyar Operations Narendra Jain


MANAGEMENT TEAM

Retail Banking NandipVadiya Audit & Risk UpendraJaiswal

Wealth Management Karan Bhagat Human Resources Capt. Rahul Sharama

International Operations Bharat Parajia Technology SankorsonBanjree

Offshore Asset management

DeepeshPandey ------------------ ---------------------

Insurance Distribution Sateesh Kumar ----------------- ---------------------

2011

Launched IIFL Mutual Fund.

2010

Received in-principle approval for membership of the Singapore Stock Exchange

Received membership of the Colombo Stock Exchange

2009

Acquired registration for Housing Finance

SEBI in-principle approval for Mutual Fund

Obtained Venture Capital license

2008

Launched IIFL Wealth

Transitioned to insurance broking model

2007


HISTORY & MILESTONE OF COMPANY:-

Commenced institutional equities business under IIFL

Formed Singapore subsidiary, IIFL (Asia) Pte Ltd

2006

Acquired membership of DGCX

Commenced the lending business

2005

Maiden IPO and listed on NSE, BSE

2004

Acquired commodities broking license

Launched Portfolio Management Service

2003

Launched proprietary trading platform Trader Terminal for retail customers

2000

Launched online trading through www.5paisa.com Started distribution of life insurance and

mutual fund

1999

Launched www.indiainfoline.com

1997

Launched research products of leading Indian companies, key sectors and the economy Client

included leading FIIs, banks and companies.

1995

Commenced operations as an Equity Research firm.



CORPORATE STRUCTURE

CREDIT AND FINANCE

Overview


INDIAINFOLINNE. LTD

INDIA INFOLINE INVESTMENT SERVICE

MONEY CREDIT INDIA INFOLINE

HOUSING SERVICE

INDIA INFOLINE MARKETING SERVICE

INDIA INFOLINE INSURANCE SERVICES & BROKERS

FINANCE

IIFL offers credit and finance facilities through its subsidiaries, India Infoline Finance Limited (a

98.82% subsidiary of IIL) and India Infoline Housing Finance Limited. Your Company offers a

wide range of secured loan products that include home loans, loan against property (for

individuals and corporate), loans against capital market instruments, healthcare equipment

financing and loans against gold. The Company’s loan book grew from ` 32.9 billion in 2010-11

to `67.5 billion in 2011-12. The diversified product portfolio, robust credit and risk management

processes

coupled with efficient collection mechanism has resulted in overall NPAs of less than 1%.

Major highlights, 2011-12

In FY12, home loans and loans against property contributed to 44.8%of the total loan book.

Loans against capital market products reduced significantly from 35.2% in 2010-11 to

11.8% due to high volatility and a downturn in the stock markets. Gold loan book size saw a

considerable increase and now comprises 41% of our total loan book. IIFL successfully

completed Initial Public Offering of Secured Redeemable on-Convertible Debentures (“NCDs”)

aggregating to ` 7,500 million. The

issue received an overwhelming response. These NCDs are listed and traded on NSE and BSE.

Money line Credit Limited, a step-down NBFC subsidiary, was merged with India Infoline

Finance Limited. This has enabled consolidation of all lending and investments businesses

(except housing loans) to ensure better operations and control.

Industry overview

India is witnessing increasing urbanization, which will fuel demand for homes and commercial

space. There is a huge demand supply mismatch for dwelling units which means demand for

loans will remain robust in the long to medium term, irrespective of high interest rates. The

organized gold loan market is pegged at US$ 8 billion and has grown at 40% CAGR since 2002.

Despite this, a mere 1.5-2% of India’s gold stock of

18-20,000 tonnesreaches the organized sector. According to the World Gold Council, demand

for gold in India is expected to grow 30% in real terms, which opens up a huge opportunity for

the sector (Source: Times of India)


FINANCIAL PRODUCT DISTRIBUTION

Overview

IIFL is a pan-India distributor of financial products including life insurance, mutual funds, bonds

and debentures, among others. Your Company today distributes a wide product basket to suit

every investment need for diverse age groups, preferences and backgrounds. Of these products,

the dominant product category is life insurance and the business is conducted through India

Infoline Insurance Brokers Ltd. It maintains a prudent balance between endowment, ULIPs and

retirement products to suit the risk appetite of investors. IIFL has adopted an ‘open architecture’

model to distribute products of major insurance companies including Reliance Life Insurance,

ICICI Prudential Life,HDFC Life, Birla Sun life, Life Insurance Corporation, Max New York

Life Insurance and others.

Major highlights, 2011-12

Insurance premium (API) grew 20%to reach ` 3.3 billionInitiated an online customer investment

portal to enable fasterturnaround time and quality service Received consent for registration as an

Aggregator under National PensionSystem from PFRDA

Industry overview

The insurance as well as mutual fund industry is facing sect oral head winds because of

regulatory changes. The Indian insurance sector witnessed a de growth of 13% in 2011-12. LIC,

with amarket share of 71%, witnessed a 6%decline in new business premium inFY12 whereas

the private sector witnessed a decline of 17%. The Mutual Fund industry faced a down trend and

saw its asset management base shrink marginally in fiscal year 2011-12. The industry lost over

0.7 million folios during the sixmonths ended March 2012 to end with46.4 million folios. The

retail category was the biggest loser in terms of folios, especially in equity.

Market Positioning:

Market positioning statements of India Infoline are “At India Infoline we give you single

window service” and “We also ensure your comfort”. So, India Infolinefocus on the


MARKETING

consumers who prefer almost all investment activities at same place by providing number

of various financial services. Infoline also provides other investment option to the same

person at same place like Mutual Fund, Insurance, Fixed Deposit, and Bonds etc. and

help the person in designing his portfolio. By this way India Infoline provides comfort to

its customers.

India Infoline uses demographic segmentation strategy and segment people based on their

occupation. Employees work as intermediary between consumer and company.

The executives of India Infoline explain various new schemes of investment to its

customers with its objective, risk factors and expected return.

Selling Skill :-

The sales management process is the basis of effective selling.

Sales management means every step of the sales process is

executed efficiently leading to a sales.

Sales in financial services

In financial industry, customers will rarely come forward to

purchase services for them .most product are generally

intangible in nature .

For example opening a Demat/trading account is very different

from buying a mobile phone .the customer is relatively well

educated about what he seeks in case of consumer goods . in

case of financial product the customer has to be advised on the

benefits as well as the need for a financial product

Thus sales in the financial services industry is highly dependent

on how you manage your relationship with the customer.


Thus we can describe the sales management process as a three step

process.

Acquisition:-

The process of prospecting and acquiring new customers using a

structured sales process.

Retention:

The process of providing excellent services and support to existing

customers and thus reduce attrition

Prospecting:-


Sales Manageme

nt

Prospecting is all about finding potential new customers.

Prospecting is the continuous activity of observing, identifying

and qualifying

Prospective customers who may be approached to sell products

or services.

Personal contacts and observation:

These are the people whom you know and can be contacted

easily like friends , family, relatives, colleagues,

neighbours,customers,service providers.

Cold calling:

Call up people based on the database of target market segments,

like traders, businessmen, professionals,etc.

Pamphlets distribution:

We can attract a large number of people by offering our services

through distributing pamphlets.


Personal contacts and observation

Customer referrals Cold calling Pamphlets distributions

THE HR ESSENTIALS

Punctuality – Attendance Rules

All employees should come to work on time and complete their work as per shift

schedule.

Disciplinary Action

Employees are expected to behave under the set code of conduct.

Employees are required to maintain confidentiality of information like client details,

product information, incentives, all computer files etc.

Sexual harassment is a serious offence and will lead to termination

Employees is requested to report sexual harassment matter immediately to the top

management and head - hr through mail

Any matter that seems suspicious to the employees must be reported directly to the HOD

under the whistle blower policy.

Other HR procedures

Updating bank details for salary

Employees can either provide their existing bank a/c details or open new bank a/c with

any of the three banks i.e.

AXIS BANK HDFC BANK IDBI BANK ICICI BANK

Bank a/c no. should be updated on IWIN for monthly disbursement of salary directly in

the bank account.

Salary information:

Employees can view his/her salary information on the employees payroll portal :


Human Resource

Employees can view all the salary details like monthly pay – slip , CTC structure , etc.

Employees can also access all income tax details like sheet and update investment

declaration details.

Leave rules

Every permanent employee at IIFL is entitled for:

Annual leave of 21 working days in a calendar year

Sick leave of 3 days

Leaves taken during probationary period will be considered as leave without pay

(LWP)

From 21 annual leaves, only 10 leaves can be carried forward to next year

Compensatory leave would be given to employee who work on public

holidays/weekly off days only if

He/she has worked for more than six hours on the day

Work is approved by the immediate reporting authority (IRA) /(HOD) of employee.

Attendance Rules

Any 3 late marks /early leaving in one month payroll cycle will be taken as 1 day leave.

If employee is late by more than two hours from shift start time OR if he /she leaves

earlier than 2.5 hours from shift end time. Then in both cases it would be marked as half

– day working.

Workplace Guidance

Dress code:

Employee is expected to be formally dressed on weekdays, from Monday to Friday. Employees

can go through the complete attire policies on IWIN.

Employee referral program:

At IIFL we have a structured and defined employee’s referral policy which is updated on IWIN.



Customer approaches the branch

Interaction with CCE CCE Collecting Gold

Cash handling to customer

In 5L and above, conversation with BM

Appraisal of gold

Branch process

Operational learning:


CCE

Explains the various scheme.If customer is convinced to pledge , collects KYC documents and gold.Verification of KYC documents done and passed on to BM for further verification.BM-ID and Address Proof verification.

Valuer 1

Confirms the count and gross weight.Check gold for its purity.Brief the customer about thier requirement and other features.

Valuer 2Confirms the purity by testing.Passes the appraisal sheet to BM.

BM

Confirms the purity, loan amount and passes the same to CCE.CCE - At the same time , CCE and valuers does system entry . Signature of customer, valuers and BM done in the loan docs.paper passed on to Cashier .

Cashier Disbursement of cash along with denomination noting in cash register.

GOLD LOAN FLOW CHART

CCE

Explains the various scheme.If customer is convinced to pledge , collects KYC documents and gold.Verification of KYC documents done and passed on to BM for further verification.BM-ID and Address Proof verification.

Valuer 1

Confirms the count and gross weight.Check gold for its purity.Brief the customer about thier requirement and other features.

Valuer 2Confirms the purity by testing.Passes the appraisal sheet to BM.

BM

Confirms the purity, loan amount and passes the same to CCE.CCE - At the same time , CCE and valuers does system entry . Signature of customer, valuers and BM done in the loan docs.paper passed on to Cashier .

CashierDisbursement of cash along with denomination noting in cash register.

Role of staff engaged in a normal branch process:

Security Guard

Customer care executive

Valuer 1 and 2

Branch Manager

Job of Security Guard:

First and foremost things are that security guard needs to be dressed properly.

Greet the customer

Ask customer the reason for visiting branch

Ask customer to enter details in visitor register

Lead the customer to branch

Role of customer care executive:

Handling inquiries from customers regarding loans against gold.

Helping customer to solve his / her all query.

Explaining terms and conditions of the product to the customer.

Counting jewel items in front of customer and taking his/her all query.

Ensuring all the KYC documents are verified with original.

Ensuring all the details are filled up in customer detail form.

Role of valuer 1 and valuer 2:

Checking the jewellery with accuracy.

Testing gold with two methods which includes , skin test and salt test.

Finding out the purity and making appraisal sheet.

Working out on loan amount with mutual conversation.

Every gold jewellery item must be counted and matched with the appraisal sheet before

inserting it in gold packet.

Each and every details mention on packet must be filled in with accuracy.

It is important to keep gold packet in serial order in vault .

Steps to be followed while appraising gold


Sort gold items according to solid , chains and others.

Confirm the purity with the help of touch stone and acid test.

Note down result in following format:

Pass out gold to valuer 2 for re- valuation

Suggest lower loan amount to BM.

Steps to be followed while sealing of gold

Fill in the details on the packet

Insert the gold and appraisal sheet in the packet

Fix the sticker

Sign on the sticker (BM and valuer 1)

Affix the seal on sticker

Keep the gold packet in vault in serial order mentioning the GL number (to and from)

Role of cashier:

To make sure that cash is taken from vault strictly as per cash denomination entered in

the system.

Ensuring that cash is counted twice before giving it to customer.

To make sure that cash transaction is done in front of cctv camera.

Steps to followed at the time of cash handling:

Joint custodians open the vault room.

Take cash as per cash denomination entered in system

Pass out the same to cashier to re-count.

Handover the cash to customer in front of cctv camera.

Case 1: customer doesn’t have valid documents (KYC norms)

Do not violate KYC norms.


Name of item

Gross weight Net weight Per Gram RateAmt (Net

wt.*Per gm rate)

A valid address proof must be taken.

In this case rent agreement is must as a address proof.

One should not process the loan if customer doesn’t have the proof of current residential

flat.

Case 2: customer doesn’t have address proof (KYC norms)

Do not violate KYC norms.

In this case address proof is to be taken

One should not process the loan if customer doesn’t give you the address proof at the

same moment.

Do not deny of giving loan but you can always say your customer to come up with all the

documents so, you will process the loan in 5 min.

Case 3: Fraud customer

Inform your customer incase of broken jewelry.

Customers behavior must be noticed

In case of doubt , ask the customer about the reason for taking loan

Telephonic verification must be done at the same time

Alert other branches about the customer to avoid any further mishap

Case 4: Branch visit by senior

Do not allow any senior to check branch inventory without checking his/her ID card

Part release:

In part release customer has the facility to remove his / her some of the jewellery

Customer can also change the scheme with remaining jewellery

When customer comes for interest payment make sure that it doesn’t take much time


Interest amount = principal amt * annual ROI / 365*number of days

Final release :

At the time of final release kindly check the borrower copy

Open the gold packet in front of customer

Collect cash before handling gold to customer

Every transaction of cash must be done in front of cctv camera

Role of branch manager:

Branch manager has to explain customer about RTGS process

Convince customer to opt for RTGS/NEFT mode of cash transfer

Explain customer about the advantages of RTGS/NEFT process

Make sure that address verification is done by BM before disbursal of loan

RESEARCH METHODOLOGY


RESEARCH DESIGN OF THE STUDY

The study is based on survey technique. The study consists of analysis and Market Scoping of

Financial product of IIFL. For the purpose of the study customers100 are picked up and their

views solicited on different parameters. The methodology adopted includes

Questionnaire

Random sample survey of customers

Discussions with the concerned

Personal interviews and informal discussions were held with customers to ascertain the

awareness level. Further applying simple statistical techniques has processed the data collected.

SOURCES OF DATA:

Primary data: Questionnaire

Secondary data: are published materials such as periodicals, journals, news papers, and

website.

SAMPLING PLAN:

Sampling since segment wise investors in IIFL are not available for the overall customers was

considered for the study. 100% coverage was difficult within the limited period of time. Hence

sampling survey method was adopted for the purpose of the study.

Population: (universe) customers of IIFL

Sampling size: A sample of hundred was chosen for the purpose of the study.

Sampling Methods: Probability sampling requires complete knowledge about all sampling

units in the universe. Since due to time constraint non-probability sampling was chosen for

the study.

Sampling procedure:From large number of customers of IIFL. Were randomly picked up.

Field Study: directly approached respondents.

DATA COLLECTION INSTRUMENT

COLLECTION OF DATA THROUGH QUESTIONNAIRES:


The data collected for the study purpose is through questionnaires. customers of IIFL have

been selected randomly for the study purpose and then the information revealed from

the customers is analyzed and interpreted in the study.

ORGANISATION OF FIELD WORK

Initial field work has done for pre testing tools for data collection. The data is collected

through the direct interaction with the customers through questionnaires answered by

them. Customers of IIFL were randomly chosen for the purpose of the study in Vashi.

LIMITATION OF THE STUDY:-

Time limit is a major constraint.

This research reflects on individual customer in Vashionly. So

findings and suggestion given on the basis of this research

cannot be extrapolated to the entire population.

Sample size of the questioner is 100 which is very small that is

not enough to study the awareness of consumer of that particular

above area.

Respondent are not sincere and care full to fill up the questioner

so we cannot find right solution.

As per the company rules many information was not disclosed.

As the managers are busy in their duty schedules it is not

possible for us to spend more time in interaction and discussion

with them.


OPERATIONAL LEARNING

Q.1) Occupation of respondents?

a) Household 06b)Business man 35c) Government Employee 14d) Private Employee 45

Household Business man Government Private Employee0

5

10

15

20

25

30

35

40

45

50

Chart Title

CHART

Here, we can see that maximum number of clients i.e., 45 clients are private employee 35 clients

are business man14 clients are government employee and 06 clients are house hold which

responded.


Data analysis

Q.2) How many times in year you have emergency requirement of money?

a) 0 05%b) 1 15%c) 2 35%d) 3 25%e) 4 12%f) 5 5%g) 6 3%

a)0 b)1 c)2 d)3 e)4 f)5 g)60%

5%

10%

15%

20%

25%

30%

35%

40%

CHART

CHART

Here, we can see that maximum number of clients i.e.,35%Respondents have two time

emergency requirement of money , 25%Respondents have 3 times requirement of money and

5%Respondents don’t have the requirement of money.


Q.3) Are you aware about concept of gold loan?

a) Yes 66%b)No 34%

Yes No0

10

20

30

40

50

60

70

CHART

CHART

Here, we can see that maximum number of clients i.e., 66% clients are aware about the concept

of gold loan while in the other hand only 34% clients are not aware about the concept of gold

loan.


Q.4) Have you ever used gold loan service?

a) Yes 20%b) No 72%

Yes No0%

10%

20%

30%

40%

50%

60%

70%

80%

CHART

CHART

Here, researcher can see that maximum number of clients i.e., 72% clients never used gold loan

services, while in the other hand only 28% of Respondents used the gold loan services.


Q.5) How did you get the information about IIFL Gold loan?

a) Family relatives 54%b) Friends and colleagues 23%c) Internet 17%d) Advertisement 6%

Family Realtives Friends & Colleagues Internet Advertisement0%

10%

20%

30%

40%

50%

60%

CHART

CHART

Here, we can see that maximum number of clients i.e., 54% clients got the information from

family relatives , 23% clients got the information from friends and colleagues , 17% clients got

the information from internet and 6% clients got the information from advertisement .

Q.6).Your opinion about interest charged by the IIFL?


a)Very High 14%b) High 10%c) Reasonable 64%d)Low 12%

Very High High Reasonable Low0%

10%

20%

30%

40%

50%

60%

70%

CHART

CHART

Here, we can see that maximum number of clients i.e., 64% clients said that interest charged by

IIFL is reasonable, 12% clients said its low,14 clients said its very high , and 10 clients said its

high .

Q.7) Reason for taking Loan from IIFL?


a)Faster Processing 58%b)Low Interest Rates 22%c)Brand image of the Company 12%d) Margin Amount 6%e)Others 2%

Faster Processing

Low Interest Rates

Brand Image of the Company

Margin Amount0

10

20

30

40

50

60

70

CHART

CHART

Here, we can see that maximum number of clients i.e., 58 clients responded that faster

processing is reason behind taking loan from IIFL, 22clients responded its due to low interest

rates, 12 clients responded its due to Brand image of the company, 6 client responded its due to

margin amount while in the other hand only 2 client responded for other option.


Q.8) What according to you is the safest instrument of Investment & Saving?

a)Banks Saving A/C 31%b)Insurance 7%c)Real Estate 18%d)Stocks & Shares 9%e)Fixed Deposit 19%f)Post Office 16%

Banks Sav-ings A/C

Insurance Real Estate Stocks & Shares

Fixed Deposit Post Office0%

5%

10%

15%

20%

25%

30%

35%

Series 1

Series 1

Here, we can see that maximum number of client’s i.e.,31 clients responded banks saving a/c is

safest instrument of investment and saving, 18 clients responded real estate is safest, 19 clients

responded for fixed deposit, 16 clients for post office, 7 clients responded for insurance while in

the other hand only 9 clients responded for stocks and share


Q.9) Do you have your owned house or rented ?

a)owned 73%b)rented 27%

Owned Rented0%

10%

20%

30%

40%

50%

60%

70%

80%

Series 1

Series 1

Here, we can see that maximum number of clients i.e., 73% clients have owned house , while in

the other hand only 27% clients have rented house.


Q.10) Have you taken housing loan ?

a)Yes 24%b)No 76%

Yes No0

10

20

30

40

50

60

70

80

Series 1

Series 1

Here, we can see that maximum number of clients i.e., 24% clients taken housing

loan, while in theother hand only 76% clients not taken housing loan.


Q.11) Have you made any provision for your retirement?

a)Yes 29%b)No 71%

Yes No0%

10%

20%

30%

40%

50%

60%Series 1

Series 1

Here, we can see that maximum number of clients i.e., 29% clients made the provision for their

retirement, while in the other hand only 71% clients not made any provision for retirement.


Q.12) Looking at the recent downfall in Gold prices last month did you feel the urge to buy gold

at such low prices?

A. Yes 78%

B. No. 22%

Yes No0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Series 1

Series 1

Here, we can see that maximum number of clients i.e., 78% clients feel the urge to buy gold ,

while in the other hand only 22% clients don’t feel the urge to buy gold.


CONCLUSIONS

On the basis of the study it is found that IndiaInfoline Ltd is better services provider than

the other NBFC’s because of their good service and personalized advice on gold loan and

financial investment product.

IIFL provides the faster services as well as relationship manager facility for

encouragement and protects the interest of the investors. It also provides the information through

the internet and mobile alerts.

Study also concludes that people are not much aware of IIFL gold loan services.

The company should also organize seminars and similar activities to enhance the

knowledge of prospective and existing customers, so that they feel more comfortable while

investing in the financial products.

The company should focus on the advertising strategy and also the marketing of the

product.


FINDINGS

According to the survey most of the customers of “InfolineLtd”says that rate of interest

charged by IIFL is satisfactory.

Coming to faith 59% say India Infoline Ltd is better than others NBFC’s due to

customers satisfaction. Lack of promotional activities undertaken by India Infoline Ltd. in Vashi.

IIFL gold loan is less preferred by the general people might because of less awareness

about IIFL goal loan services.

People want to invest their money in the bank saving accounts rather than insurance, fixed

deposit, stocks and shares.

Most of respondents have their annual income between 2lac to 4lacand from them most of the people prefer LIC for insurance.

Many people know the concepts of gold loan in spite of that they don’t take

Gold loan.


RECOMMENDATIONS& SUGGESTIONS

Most of the people are not much aware of IIFL gold loan services and its benefit. So

INDIA INFOLINE FINANCIAL LIMITED can take general awareness of GOLD LOAN

SERVICES plan to the customers. INDIA INFOLINE should maintain the customer

satisfactions.

There is lack of new customer addition in the branches of Indian Infoline Financial

Limited, only existing customer comes to respective branches for gold loan so it is important to

increase the awareness about the financial products of Indian Infoline Financial Limited in

respective area. Some promotional activities are required for the awareness of the customer.

The Company should increase Exposure. It is the good tool to capture the market. To

increase awareness about GOLD LOAN SERVICES AND OTHER FINANCIAL PRODUCT

and the name India Infoline itself, the company should organize campaign. The campaign can be

weekly, monthly, yearly, it will give a good result to the company to capture market in the

competitive position.


ANNEXURE

Name: _________________________

Date of Birth: _________________________

Marital Status: Married Single

Contact: ________________________

Email ID: ___________________________

Residence Location:_________________________

__________________________________________

No of Dependent: ___________________________

No. Of Earning Member: _____________________

Your Income p.a.: _________________________

Family Income: ________________________________

My Family Details:

Sr.No. Name Relation Age

1.

2.

3.

4.

5.


Q.1) Occupation of respondents

a) Farmer / Household [ ] b) Govt. Employee [ ]

d) Business man [ ] c) Private employee [ ]

Q.2) How many times in a year you have emergency requirement of money?

0 1 2 3 4 5 6

Q.3) Are you aware about concept of gold loan?

a) Yes b) No

Q.4) Have you ever used gold loan service?

a) Yes b) No

Q.4) How did you get the information about IIFL Gold loan?

a) Advertisement [ ] b) Friends &colleagues [ ]

c) Family& relatives [ ] d) Internet [ ]

e) Other [ ]

Q.5) Your opinion about interest charged by the IIFL?

a) Very High [ ] b) High [ ]

c) Reasonable [ ] d) Low [ ]

Q.6).How do you rate the Interest rates charged by IIFL?

a. Highly Satisfactory b. Satisfactory

c. Averagely Satisfactory d. Dissatisfactory

e. Highly Dissatisfactory

Q.7) What according to you is the safest instrument of Investment &Saving?

Banks Saving A/C

Insurance


Real Estate

Stocks & Shares

Fixed Deposit

Post Office

Others_______________________

Q.8) what is your approximately Monthly Household Expenses?

>

10,000

Up to 15,000

Up to 20,000

Up to 25,000

Above 30,000

Q.9) how many times in a year do you have taken Gold loan?

0 1 2 3 4 5 6

Q.10) Do you have your owned house or rented?

a) Owned b) rented

Q.11) Have you taken housing loan?

a) Yes b) No

Q.12) Have you made any provision for your retirement?

a) Yes b) No

Bibliography


Websites:

www.indiainfoline.com http://www.iiflfinance.com/Products/GoldLoan.aspx http://www.neytri.com/gold-loans-what-you-must-know/ http://www.muthootfinance.com/services/gold-loan.html http://www.agloc.org/ www.mutualfundsindia.com www.google.com

References:

Indian Gold Loan Market – Cognizant The Economic TimesMannapuram General Leasing Finance Limited From IIFL branch, Factsheets of various companies, like ICICI Prudential, Reliance,etc.


http://www.mutualfundsindia.com/

http://www.agloc.org/

http://www.muthootfinance.com/services/gold-loan.html

http://www.neytri.com/gold-loans-what-you-must-know/

http://www.iiflfinance.com/Products/GoldLoan.aspx

http://www.indiainfoline.com/

Economy & Finance

Iifl reort bvimsr 26.09.13