DISSERTATION REPORT

ON
A CUSTOMER SATISFACTION OF BAJAJ FINANCE LTD.
Submitted in partial of the requirement for
MASTER OF BUSINESS ADMINISTRATION
BANGALORE UNIVERSITY

Submitted By
Prajay Patel
Reg. No. 14P6CMD090
Under the Guidance of

Community Institute of Management Studies

2nd Block, Jayanagar, Bangalore.

Phone: +91 08026577851

Email: info@cimsbschool.org

Fax: +91 08026578037

Website: www.cimsbschool.org

DISSERTATION SYNOPSIS
NAME OF THE STUDENT

: PATEL PRAJAY JANAKKUMAR

REGISTRATION NO

: 14P6CMD090

NAME OF THE GUIDE

SPECIALIZATION

: MARKETING

Introduction

Title of the study: A Study on Customer satisfaction Of BAJAJ FINANCE

LTD.
Statement of the problem: The objective of every company would be ensuring customer satisfaction for
the customer satisfaction would 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.
Customer Satisfaction regarding after the Sales-Services of BAJAJ FINANCE Company, perception
about customers are satisfied or not, features of products, after sales service of BAJAJ FINANCE, safety
and comfort provided by BAJAJ FINANCE Company.

Objective of the study:

Create a benchmark for current customer satisfaction levels as a mean of comparison for the

future.
Visit potential customers for new business.
Gather market and customer information and provide feedback on buying trends .
Engage with customers at every opportunity.
Receive important feedback from the most valuable resources for improving opportunities.
Review sales performance.
Implement a consistent assessment tool that can be used periodically to monitor customer
satisfaction.

Scope of the study:

Understand the consumer preference while purchasing loans or policies.
Condition monitoring for critical points of BAJAJ FINANCE.
Does price play an important role in guiding their purchase decision.

Methodology of Data collection:

Primary Data

Primary data may be described as those data that had been observed a recorded by the researchers for the
first time to their knowledge and this happen to be in original character. The primary data includes the
data by questionnaires, by observing and by interviews with the company personnel at different levels of
management.

From the managers

From the office staff
From the workers

Secondary data
Secondary data are those data which have already been collected by someone else and which have
already been used as per required.
Secondary data which I have collected are from:

Company website
Business journals
Quality manuals
Annual report
Annual magazine

Analysis of Data:
The data collected will be analyzed & interpreted with the help of various tools like flow chart & process
layout diagram & suggestions to improve the capacity is made.

Limitations of the study:

The study is mainly on Primary Data.

Time Constraint.
Restrictions from Higher Authorities.
The study is limited to the respondents are selected from in and around Surat City.
Measurement of customer satisfaction is complex subjects, which uses non-objectives

method, which is not reliable.

The project is carried out for the period of 45 days only.

CHAPTER SCHEME

Chapter 1: Introduction: Introduction includes

Industry Profile

Theoretical background of the study

Importance of the topic

Need to study the topic

Chapter 2: Review of Literature and Research Design

Review of Literature and Gaps

Statement of the Problem

Scope of the Study

Objectives of the Study

Hypotheses (if any)

Sampling

Tools for Data Collection

Data Analysis

Limitations of Study

Chapter 3: Profile of the Selected Organization and Respondents

Chapter 4: Data Analysis and Interpretation
Chapter 5: Summary of Findings, Conclusions and Suggestions

Summary of Findings

Conclusion

Suggestions to the Organization