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 302020
TITLE: 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.
..

CONTENTS

1.

PAGE

INTRODUCTION...........................................................3
1.1 Industry Profile. .......................................................3
1.2 Company Profile.3
1.3 Products..4

2.

RESEARCH PROBLEM..................................................6
2.1 Purpose of Study

6
2.2 The objectives of the Study...6
3.

PROPOSED METHODOLOGY ......................................7

3.1 Research design......................................................7
3.2 Data sources ...........................................................7
3.3 Data collection techniques.......................................7
3.4 Sampling techniques................................................7
3.5 Data analysis and interpretation...............................7
3.6 Ethical considerations.............................................8

4. MY PERSONAL WORK PLAN..............................................8

LIST OF SOURCES .................................................8
5 THE QUESTIONNAIRE DESIGN9

TITLE Customer Satisfaction Towards the Services Provided by India Bulls

1. INTRODUCTION
The 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 COMPANIES
India 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 PROFILE
India 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 Satisfaction
Business 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 property
India 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 PROBLEM

The 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 STUDY
India 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 STUDY

PRIMARY 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 METHODOLOGY

The methodology chosen as per discussions with my project supervisor and the project advisor
at the company.

3.1 RESEARCH DESIGN

The 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 SOURCES
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 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 TECHNIQUES
It would involve surveys, interviews(either telephonic or face-2-face)
3.4 SAMPLING TECHNIQUES
Convinience sampling technique would be followed in this study.
3. 5 DATA ANALYSIS AND INTERPRETATION
The data would be collected based on questionnaires, recordings wherever permitted and
would be analyzed using the SPSS software.

3.6 ETHICAL CONSIDERATIONS

The 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 WORKPLAN
STEPS IN THE RESEARCH PLAN

DEADLINE FOR COMPLETION

Submission of the proposal

6/2/15

Design of a research plan

20/2/15

Defining of a universe, a sample frame,

25/2/15

sampling OR setting up of selection criteria,

etc.
Design of a final questionnaire/schedules, etc.

2/3/15

Interviews/posting of questionnaires, etc.

15/3/15

Editing of completed questionnaires, grouping

20/3/15

and coding of data, entering data into a

computer
Raw tabulations/draft analysis of qualitative

31/3/15

data
Analysis of data

10/4/15

Report up of findings

20/4/15

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 DESIGN
Questionnaire Design is prepared on the basis of the following parameters.
Customers satisfaction
Customer Awareness

1. What are the brands you are mostly aware?

a)
b)
c)
d)
e)

SBI
HDFC
PNB
IIFL
IBFL

2. Are you aware of IBFL?

a) Yes b) No
3 Which company service do you use?
a)
b)
c)
d)
e)
f)

SBI
HDFC
PNB
SBM
IIFL
IBFL

4. Are you a customer of IBFL?

a)Yes
b)No