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A study of Customer
relationship with Bajaj
Finserv!

By: Girish
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Objectives

1. To find our experience of Bajaj customers in future group

stores.

2. To find out if providing finance for remi is useful?.

3. To find out existing customer of bajaj remi card.

4. To find out what attracts new customers for remi card?

5. To find out hurdle while paying emi?

6. To find out customers response regarding loans.

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Research Methodology!

 Research Design: This research is mainly of primary type with field

study as it is designed to identify and scrutinize the consumer
perception towards Bajaj finance.

 Data collection methods & sources: A sample size of 50-100 was

drawn from the population. The sample included employees and
businessmen. The data has been collected from future group stores.

 Sampling techniques: My sample size is 50-100.I have collected data

from store where customers have filled the questionnaire.

 Tools of analysis: The tools that have been used for the study is
Microsoft Excel. It has been used to organize the data and also create
charts and graphs for analysis, and I used pie chart, bar diagram etc.
tools for analysis purpose.

 Location : Inderlok Bigbazaar Delhi.

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Data Analysis

Do you really think providing Finance for REMI is any useful?

NO

YES

0 20 40 60 80 100 120
YES NO
Series 1 100 0

Interpretation:
So here 100% people say its useful to provide finance for REMI.
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Data Analysis

Have you ever applied for any Bajaj finance loan?

NO

YES

0 10 20 30 40 50 60 70
YES NO
Series 1 60 40

60% of people have applied for bajaj finance loan and 40% have not applied.
This means still there is lot of potential to target that untapped market and
drive our business more rigorously in an efficient manner.
May be those 40% people are aware about our business but they might be
feeling not so comfortable in taking loans in remi.
So we have to change this perception and educate people that its hassle free
and it can be processed with minimal documents.
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Data Analysis

How would you rate your EXPERIENCE with it?

Very Good

Good

Neutral

Bad

Very Bad

0 10 20 30 40 50 60
Very Bad Bad Neutral Good Very Good
Series 1 0 0 12 38 50

When it comes to experience with bajaj finance,50% say its very

good,38% say its good and 12% say its neutral.
It means still many people are not completely satisfied with our
service or with our product because of many reasons, so still there
is lot of scope to improve and make customers feel good about it.
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Data Analysis

40
Customer Response

35
30
25
20
15
10
5
0
Rate of interest Tenure of Credit Hidden charges Schemes

Data interpretation:- out of 100

consumer 40% of them always think
about hidden Charges added to their
Emi, and 25% of consumer think for what
is rate of interest ,and then about tenure
(months), after at the end different
finance scheme.
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Data Analysis
Obstacle while Repaying (EMI)

33%

Yes
67% No

Data interpretation:- out of 100 consumer 30 % of consumer of

consumer have gone through obstacle during their Emi like excess
amount cut off , & remaining 70% have Said No, they are not facing any
problem while paying the EMI.
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Findings

 We came to know that none of them knew about Bajaj finance

through retailer recommendation, this totally means retailers are
not promoting us, but all they need is business from us, so we
should build more strong relationship with Future group.

 Still there is lot of untapped market which we have to focus on by

educating and make people really understand our process.

 Advertising and promotions has to be made more rigorously

 Consumer/Lifestyle would be a possible initiative which can be

implemented by Bajaj Finserv.
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Findings

 Customers prefer to have credit schemes on more consumer

durable brands with zero down payment

 Introduce attractive credit schemes on remi which create

high sales numbers.

 Reduce queue time during loan processing.

 Customer complaints should be taken with utmost

importance and try to solve them within less time
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Conclusion

 Lots of aspects has to be focused in a right way, i.e. awaring people that
finance is the prior way to do that, this entire study focuses on the
customer perception towards our Bajaj finserv and role of EMI finance in
Bajaj finserv, so if you focus on the customer side, you will find that a lot
of improvements has to be made in Bajaj because the customer
expectations are very high, even though they have the good amount of
market share in finance sector especially in remi sector but still
adaptation and improvisation is must.

 In this lending business the executives who sit in the stores are like
backbone of the company because they are the one who give loan to
people.

 I as a intern of Bajaj finserv had to maintain that personal touch with

them, infact guide them and motivate them to drive the sales, and still
there is a huge untapped market in which our existence is not present
and people are not aware, so we still have to expand and get recognized
by lot many people.
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Thank you