A STUDY ON SERVICE QUALITY IN EFL TOWARDS MSMES IN CHENNAI

I greatly value your opinion and would like you to help me for my MBA project by answering a few quick questions.

PERSONAL PROFILE:
Customer Name: _______________________________________ Address: _____________________________________________ _____________________________________________________ Contact No: ___________________________________________ 1. Type of business entity? Sole proprietorship partnership private limited company

Public limited company others please specify ___________ 2. How do you know about EFL? Friends & relatives 3. Type of business: Manufacturing job work business contacts advertisement other sources

4. Is there any future expansion plans of your business? Yes No

5. The process and procedure of approving a loan is simple process in EFL very good good neither good nor bad bad very bad

6. Specify the time taken by EFL to sanction the loan after the submission of filled in application and required papers: 1-2 weeks 2-3 weeks 3-4 weeks

7. Mention the amount of loan taken by you from the company? Below 2 lakhs 2-4 lakhs 5-7 lakhs 8-10 lakhs above 10 lakhs

8. The range of capital invested in your business? Below 10 lakhs 10-20 lakhs 20-30 lakhs 30-40 lakhs above 40 lakhs 9. Please kindly mention the yearly turnover of the company? Below 25 lakhs 25-50 lakhs above 50 lakhs 10. The interest rate charged by EFL is reasonable? Yes no

11. In case of default in payment what did the company do? Reminding for payment reasonable time for payment Others please specify ______________________ 12. How is the collection process of EFL for repayment of the net & interest amount? Very good good neither good nor bad bad very bad

13. Are you able to access different produces of EFL easily? Yes no

14. Do you feel its secure while you do your loan process with EFL? Strongly agree agree neither agree nor disagree disagree strongly disagree 15. The documentation asked by the company is general and easy to provide Strongly agree agree neither agree nor disagree disagree strongly disagree 16. No of machines for your production Conventional 17. semi automatic fully automatic

Will you refer your friends to EFL? no 2.____________

Yes

Specify any two names 1.___________

18. Rate your level of satisfaction: (1 5) FACTORS Highly satisfied Satisfied Neither or nor dissatisfied Interest rate Tenure of loan Margin money Responsiveness Documentation procedure Approachability Repayment procedure Responding to you needs Dissatisfied Highly dissatisfied

19. Are you satisfied with the present service rendered by company? Highly satisfied satisfied neither satisfied nor dissatisfied dissatisfied

Highly dissatisfied 20. Is there anything else you would like to share with us that would help us to improve THE services rendered? If yes, please specify -----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------Thanks for your valuable time and patience.