A PROJECT REPORT

ON
Customer satisfaction towards Bajaj Finserv

Project submitted in partial fulfilment for the award of the Degree of

2 Year Full Time

PGDM
Approved by AICTE, Govt. of India

Rohit Tiwari
16/261
(2016-18)

Under the Guidance of

Prof. C.Satish Kumar

ICBM-School of Business Excellence

Plot No. 2A, "Ishwar's Abode", Upperpalli 'X' Roads, Hyderguda P.O,
Hyderabad - 500 048, Tel: 040-65536834, www.icbm.ac.in
 DECLARATION

I hereby declare that this Project Report titled Customer satisfaction towards Bajaj

Finserv submitted by me to the Department of Marketing, ICBM - School of Business

Excellence, Hyderabad, is a bonafide work undertaken by me and it is not submitted to any other

University or Institution for the award of any degree diploma / certificate or published any time

before.

Signature of the Student

 CERTIFICATION

This is to certify that the Project Report title Customer Satisfaction towards Bajaj

Finserv submitted in partial fulfilment for the award of PGDM Programme of ICBM - School of

Business Excellence Hyderabad, was carried out by Rohit Tiwari under my guidance. This has

not been submitted to any other University or Institution for the award of any

degree/diploma/certificate.

Signature of the Guide Signature of the Principal

 ABSTRACT

This report presents the concept of customer satisfaction and discusses the key factors which influence
the opinions of customers and their satisfaction or dissatisfaction with respect to Bajaj Finserv’s
financial services. It gives the detail history about the company, its vision & mission statement. It
describes the key factors which are necessary to keep in the mind while offering financial services to
the customers. It also provides the brief information about data collection, sources of data,
questionnaire preparation & analysis of data in graphical format. This report contains the numbers of
questions which are asked to customer to know about their view on customer satisfaction. It contains
the suggestions which the company can make to improve the satisfaction level of its customer. This
report tells about the importance of customer satisfaction & their retention. This report is done by
taking 150 customers as a sample size & a survey was conducted to find out how much they are
satisfied about the company’s policies & its service.
 ACKNOWLEDGEMENT

I take this opportunity to extend my profound thanks and deep sense of gratitude to the
authorities of “BAJAJ FINSERV LTD” For giving me the opportunity to undertake this project
work in their esteemed organization. I profusely thank Mr. Nikhil Rai (Sales Manager).
My sincere thanks to Prof. S. Zarar, Principal of ICBM-SBE, Prof. Jitender

Govindani, Director - Academics of ICBM-SBE and my project guide Prof. C.Satish Kumar

for the kind encouragement and constant support extended in completion of this project work

from the bottom of my heart

I am also thankful to all those who have incidentally helped me, through their valued

guidance, co-operation and unstinted support during the course of my project.

ROHIT TIWARI
 LIST OF TABLES

Title of the chapter Page No.

Chapter

Introduction
1 Need of study
Scope of the study
Objectives of the study
Importance of the study
Research Methodology
Limitations
2 Review of literature
Theoretical Background

3 Overview of the
organisation

4 Data Analysis and

interpretation

5
Conclusions

6 BIBILOGRAPHY

7 Questionnaire
Table Title of the Table/Chart Page
Number Number

1. Representing what is your age?

2. Representing what is your gender?

3. Representing how well does Bajaj Finserv meet you

Needs?

4. Representing how do you rate the quality of the

Service?

5. Representing how would you rate the value for money

of the Service?

6. Representing have all problems been resolved to your

complete satisfaction by bajaj finserv?

7. Representing how well did Bajaj Finserv customer

service representative answer your question?

8. Representing how clear was the information that our

sales executive provided to you?

9. Representing how easy was it to find what you were

looking for on our website?

10. Based on your experience with Bajaj Finserv, how

likely are you to take our service again?

11. Compared to our competitor is our service quality

better, worse, or about the same?
12. Representing overall, how satisfied were you with
Bajaj Finserv?

13. Representing How convenient is our EMI card to use?

14. Representing how well do you feel that our company

understands your needs?

15. Representing would you recommended our services to

other client?

16. Representing according to your experience how much

rating you will give to the Bajaj finserv?