Introduction

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INTRODUCTION Marketing is essentially about marshalling the resources of an organization so that they meet the changing needs of customers on whom the organization depends. As a verb, marketing is all about how an organization addresses its markets.

Non-bank financial companies (NBFCs) are financial institutions that provide banking services without meeting the legal definition of a bank, i.e. one that does not hold a banking license. These institutions are not allowed to take deposits from the public. Nonetheless, all operations of these institutions are still exercised under bank regulation.[1] However this depends on the jurisdiction, as in some jurisdictions, such as New Zealand, any company can do the business of banking, and there are no banking licenses issued. Services provided NBFCs offer all sorts of banking services, such as loans and credit facilities, private education funding, retirement planning, trading in money markets, underwriting stocks and shares, TFCs and other obligations. These institutions also provide wealth management such as managing portfolios of stocks and shares, discounting services e.g. discounting of instruments and advice on merger and acquisition activities. The number of non-banking financial companies has expanded greatly in the last several years as venture capital companies, retail and industrial companies have entered the lending business. Non-bank institutions also frequently support investments in property and prepare feasibility, market or industry studies for companies. However they are typically not allowed to take deposits from the general public and have to find other means of funding their operations such as issuing debt instruments

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Regulation For European NCs the Payment Services Directive (PSD) is a regulatory initiative from the European Commission to regulate payment services and payment service providers throughout the European Union (EU) and European Economic Area (EEA). The PSD describes which type of organisations can provide payment services in Europe (credit institutions (i.e. banks) and certain authorities (e.g. Central Banks, government bodies), Electronic Money Institutions (EMI), and also creates the new category of Payment Institutions). Organisations that are not credit institutions or EMI, can apply for an authorisation as Payment Institution in any EU country of their URL choice (where they are established) and then passport their payment services into other Member States across the EU.nbfc is basically for those people who want better service in short period of time . Classification Depending upon their nature of activities, non- banking finance companies can be classified into the following categories: 1. Development finance institutions 2. Leasing companies 3. Investment companies 4. Modaraba companies 5. House finance companies 6. Venture capital companies 7. Discount & guarantee houses A non-bank financial institution (NBFI) is a financial institution that does not have a full banking license or is not supervised by a national or international banking regulatory agency. NBFIs facilitate bank-related financial services, such as investment, risk pooling, contractual savings, and market brokering.[1] Examples of these include insurance firms, pawn shops, cashier's check issuers, check cashing locations, currency exchanges, and microloan organizations.[2][3][4] Alan Greenspan has identified the role of NBFIs in strengthening an economy, as they provide "multiple alternatives to transform an

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economy's savings into capital investment [which] act as backup facilities should the primary form of intermediation fail."[ Non-banking financial companies, or NBFCs, are financial institutions that provide banking services, but do not hold a banking license. These institutions are not allowed to take deposits from the public. Nonetheless, all operations of these institutions are still covered under banking regulations.

Customer Satisfaction begins with the following specific assumptions about companys relationship with the customers . 1. The customer service activities focus mainly on existing customers. 2. Some customer are more important than others 3. They are the assets. 4. The customer is always specific . The customer needs and value should influence every aspect of the organization strategy, employee safety and performance, product and organization strategy, employee safety and performance, product and service development, sales and marketing programs, operational procedures and information and measurement system. Understanding the customer is critical to the success of any customer focus initiative. A company needs to hear what its customer are saying about its Service and vision their information helps to develop meaningful Product service. Organizations need to listen to their customer satisfied, dissatisfied neutral and prospective. As one company executive said, talking to a satisfied customer is talking to myself .

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In the past, customer satisfaction and service was the responsibility of a separate organization that supported the customer primarily Today, service is also likely to be interested with the every product accompany offers. High customer satisfaction comes from providing effective services. But giving that service is a continuous activity. It means being efficient, reliable, courteous, curing and professional every time.

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Profile With the Trust, Commitment and Transparency extending over 61 years, Manappuram Group has emerged as a force to reckon with, under the stewardship of Mr. V.P. Nandakumar, the Chairman of the company. Today with 9 companies under its fold, having more than 2,000 branches spread over 19 States of India and a total business over Rs. 70 Billion, a workforce of over 14,500 and a customer base of over 5 Million, we are India`s Largest Listed and Highest Credit rated Gold Loan Company.

They are involved in providing a wide range of financial solutions to their customers that will make their life easy.

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NEED FOR STUDY

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NEED FOR STUDY

As there are a large number of customers dealing with Manappuram Finance, the study was conducted to know the customer service provided by manappuram. This in turn enables the company to enhance its stringent competitiveness in the financial market The study is made to get knowledge about the various expectations of customers. The need of the study is to know about the different facilities and promotions given to customers. Also to create more awareness about the various facilities those are available for the customers.

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Scope of the study

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SCOPE OF THE STUDY

 The project is focused on the selected customers  The data collection is carried out for a period of 40 days.  The project focuses the quality of services.  The study enables to know the expectation of the customers.  The scope of the study is to know the present situation in the company where the study is made.  The study also covers almost every customers and the data is collected from all through questionnaire.  To find the various facilities provided by the company.

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Objectives

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OBJECTIVES
 Customer Satisfaction towards Manappuram Finance  Find out the customers preference towards various schemes.  To find out the various customer service provided by Manappuram Finance.  To provide suggestions to improve service quality of Manappuram Finance.

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History

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Manappuram General Finance and Leasing Ltd (BSE: 531213) or MAGFIL is a nonbanking financial company (NBFCs) situated in Valapad, Thrissur, Kerala state.[1] Manappuram has over 1,000 branches across 15 states, a staff strength of over 6,500 people and a customer base of over 5,000.[2] History The company was founded in 1949 by late V.C. Padmanabhan in Thrissur District. The company commenced its operations at Valapad, mainly with money lending activity on a very modest scale. The group's flag-ship company, MAGFIL, was established in 1992 in the wake of economic reforms launched by the Government of India.[3] Company History - Manappuram General Finance & Leasing YEAR 1992 EVENTS The Company was incorporated on 15th July, and the Certificate Of Commencement of Business was obtained on 31st July.

1999 -

The company proposes to diversify to two wheeler finance, consumer durables etc.

2000 -

ICRA has reaffirmed the MA ratings assigned to the Fixed Deposit and Rs. 5 crore medium term debenture programmes of the company. An MA rating has also been assigned to its new Rs. 5 crore Debenture programme.

2006 -

Manappuram General Finance & Leasing Ltd has appointed Mr I Unnikrishnan, Additional Director, as the Managing Director of the Company.

2007-

The Company has issued Bonus Shares in the Ratio of 1:1.

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2008-

Manappuram General Finance & Leasing Ltd has appointed Mr. Ashvin Chadda as an Additional Director of the Company.

2009 -

Manappuram General Finance & Leasing Ltd has appointed Mr. B. N. Raveendra Babu as an additional Director w.e.f. August 17, 2009.

The company was founded in 1949 by late Mr. V.C. Padmanabhan, a great visionary of his times. The company commenced its operations at Valapad, mainly with money lending activity on a very modest scale. The principal asset of the company was the impeccable integrity devotion and foresight of its founder. The company soon established itself as a safe haven for investments of the people of the area providing absolute safety and assured returns. On the sad demise of the founder in 1986, his illustrious son, Mr. V.P. Nandakumar, the present Chairman took over the reins. Under his dynamic leadership, the company never had to look back. Mr. Nandakumar was working as an officer of the erstwhile Nedungadi Bank, before he took over the captaincy of the company. Known for his sharp business acumen and professionalism, Mr. Nandakumar has been instrumental in taking the organization to its present level. With an alert mind and unconventional methods of problem solving, Mr. Nandakumar has put this organization on the launching pad. He believes that the future belongs to those who can advantageously use the technology to serve the customers by evolving customized products and services.

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Management

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MANAGEMENT
Management Team

Mr.V.P.Nandakumar Chairman, Manappuram Group. Mr. V.P. Nandakumar is a post graduate in science with additional qualifications in Banking & Foreign Trade. Immediately after completion of his education, he joined the erstwhile Nedungadi Bank Limited. In 1986, after 10 years of service as an officer of the Nedungadi Bank, he resigned from the Bank to look after family business, on the sad demise of his father, Mr. V.C. Padmanabhan. The vision of our respected Chairman is to make the Manappuram Group as one of the best run finance company in the country. "Manappuram is committed to nurture the idealism of self regulation in its entire activities while keeping the regulatory requirements with its profound concern. Our vision is to make the cherished dream of our founder and promoters to run the company into a high-tech financial institution by providing complete financial solutions to our customers that makes their life easy. With a culture marked by its uniqueness, the company is sure to conquer the hurdles in its paths of expansion and growth. Let us dedicate and commit ourselves to make the company a role model in its field for others to follow."

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Board of Directors

Mr. I. Unnikrishnan is a Chartered Accountant from Thrissur. He is a renowned expert in financial services Industry especially in Non Banking Financial Sector.

Mr. I. Unnikrishnan (Managing Director, MAGFIL)

Mr. B.N. Raveendra Babu, is a Post Graduate in Commerce with additional qualification in Management Accounting from the U.K. Prior to joining Manappuram Group, Mr. Raveendra Babu occupied senior positions in Finance and Accounts in various organizations in the Middle East.

Mr. B.N. Raveendrababu (Joint Managing Director)

Mr. A.R. Sankaranarayanan is an IRS (Retired). He is a person with excellent academic and professional records. He has adorned several important positions in and outside the Govt such as MD, SAIL International Ltd, Director of Prime Minister`s Secretariate and former Director of Federal Bank Ltd. At present he is the General Manager of Kottakkal Arya Vaidya Sala. Mr. A.R. Sankaranarayanan IRS (Retd)

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Mr. Manomohanan is an eminent Central Banker with a professional qualification in Banking. He has got over 38 years of experience in Banking including Directorships in the South Indian Bank Ltd and the Federal Bank Ltd. He retired as the General Manager, Reserve Bank of India, Department of Banking Supervision, Trivandrum.

Mr. P. Manomohanan Dr. Manoharan was Dean and Director of a few B-Schools like KMCT School of Business, Kozhikode and Jai Bharath School of Management Studies, Perumbavoor. He retired from Govt. of Kerala service as Dy. Director of Collegiate Education. He has been the Principal of Government Colleges of Thrissur, Chittur, Thalassery and Manjeshwar. He was a member of the Sydicate University of Calicut. Dr. V.M. Manoharan

Mr. V.R. Ramachandran is an eminent lawyer of Thrissur Bar and is well versed with the provisions of Civil as well as Criminal laws. He has long standing relationship with the Company and has been handling civil/ criminal cases of the company.

Mr. V.R. Ramachandran

Dr. Mehta is a Mechanical Engineer from IIT Mumbai. He is the President of Granite Hill Capital Ventures and the former Chairman and CEO of Providian Financial Corporation. He was the president and COO of Capital Holding and also served on the Board of many companies in the US. He holds PhD in Operations Research and Human Letters and also MS in Operations Research. Dr. Shailesh J Mehta

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Mr. Gautam Saigal is the Managing Director of AA Indian Development Capital Advisors Private Limited (AAIA), Mumbai. Prior to joining AAIA, Shri Gautam was the Vice President at AIG Global Investment Group Mumbai handling AIGGIG managed private equity investments in India . He had also worked for SSKI corporate finance. He is a Chartered Accountant. Mr. Gautam Saigal Mr. Anandan is a Chartered Accountant and was the Managing Director of Cholamandalam DBS Finance limited. He also held the position of Managing Director of Cholamandalam MS General Insurance limited. He is on the Board of Cholamandalam Asset Management Limited, DBS Cholamandalam Distribution Limited and DBS Cholamandalam Securities Limited Mr. M. Anandan Gaurav Mathur is a bachelor in Economics (honours) from Delhi University and master of business administration from Indian Institute of Management, Ahmedabad. He is the Co-founder and Managing Director of India Equity Partners.

Mr. Gaurav Mathur Jagdish Capoor is a post graduate in Commerce from Agra University and has also done his fellowship from Indian Institute of Banking and Finance. He has more than 39 years of work experience in banking and finance. He has in the past worked as the Deputy Governor of the Reserve Bank of India, Chairman of HDFC Bank, Bombay Stock Exchange, Deposit Insurance and Credit Guarantee Corporation of India, Unit Trust of India and also as a Director on the boards of several commercial banks.

Mr. Jagdish Capoor

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CODE OF CONDUCT FOR BOARD AND SENIOR MANAGEMENT Manappuram Group is committed to conduct business upholding moral and ethical values to the highest esteem. The board of directors, Senior Management and all employees regard ethical values above all and it is the collective responsibility of whole people. The group adopt the following code of conduct as its policy guide in the matter of carrying on its business. Commitment to ethical professional conduct is expected of every member and all employees should understand the code adopted by the company in its true spirit. For the purposes of this code the Board means all directors of the company including the chairman and managing director. Senior management shall mean Deputy General Managers, all functional heads reporting to the Chief Executive Officer and the Company Secretary.

Honesty, integrity and diligence are the fundamental aspects qualifying every act or abstinence on the part of the board and senior management. They should act in good faith for and on behalf of the company and adopt the highest standards of personal ethics, integrity, confidentiality and discipline in dealing with all matters relating to the Company

Any confidential information obtained during the course of their duty should not be used for any personal aggrandizement or financial gain to self or to a third party.

They shall not engage in any business, which is detrimental to the interests of the company. They shall maintain the confidentiality of all material and non-public information about the company or its business and must always act in the best interests of the Company and its stakeholders.

They Shall not accept any gifts, benefits in cash or in kind or other personal favours from the customers or from those seeking any business from the company

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and shall conduct the activities outside the Company in such manner as not to adversely affect the image or reputation of the Company. 5 The directors shall not associate with other Non Banking Financial Companies registered with RBI outside the group either as a Director or in any managerial or advisory capacity, (not including statutory compliance and audit) without the prior approval of the Board. 6 They must obey existing local, state, national, and international laws unless there is a compelling ethical basis not to do so. 7 They shall strive to achieve the highest quality, effectiveness and dignity in their work and must accept social responsibilities for their acts.

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GROUP OF COMPANIES

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GROUP OF COMPANIES MAGFIL MABEN MACIL MIABRO MACTECH

MAGFIL MAGFIL, a Non Banking Finance Company promoted by the Manappuram Group has its headquarters at Valapad, Thrissur District, Kerala. The company went public in August 1995 and has grown substantially since then. The shares of MAGFIL are listed at the Bombay, Chennai and Cochin Stock Exchanges and the company has paid dividends to shareholders every year since the first full year of its operations. MAGFIL is managed by a broad-based Board consisting of eminent professionals who have excelled in their respective fields of activity - banking, business, legal, computer, finance and capital markets among others. The Chairman of the Company is Mr. V.P. Nandakumar. One of the biggest assets of the company is its highly qualified and professional workforce comprising of Company Secretaries, Chartered Accountants, Cost Accountants, MBAs and Computer Engineers. Operations of the company are fully computerized.

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MABEN MABEN commenced its operation in the year 1994 and has its headquarters at Valapad, Thrissur district, Kerala. It is one of the premier "NIDHI" companies in Kerala and is the first "NIDHI" Company to have branches outside the home district. The Company has paid dividends to shareholders every year since inception. MABEN is managed by broad-based Board consisting of eminent professionals who have excelled in their respective fields of activity - banking, business, legal, computer, finance and capital markets among others. The Chairman of the Company is Mr. V.P. Nandakumar. Managing Director of the Company is Mrs. Sushama Nandakumar. The Company is supported by a good team of young, highly qualified and professional workforce comprising of Chartered Accountants, MBAs and Computer Engineers. Operations of the company are fully computerized. It is the ONLY Company from the District of Thrissur, Kerala, to be declared as "NIDHI" company by the Central Government under the provisions Section 620A of the companies Act, 1956 MACIL

MACIL was incorporated on 21st July, 2000. The company got its certificate of commencement of business on 7th August 2000 and started business under Chit Fund Act, 1982. The Company conducted the first auction on 11th day of September, 2000

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MIABRO During the late 1990s the Group compelled to diversify very aggressively and to branch out into Fee Based Activities. The opening up of insurance sector in India for private participation during the year 2001 also gave a further fillip to the fee based activities of the Group. Considering the wide range of such activities it was considered desirable to float a subsidiary company to look after the fee based activities of the group in their entirety. Consequently MIABRO was formed as subsidiary of Manappuram General Finance and Leasing Limited in the year 2003. Company has been granted Insurance Broking Licence by IRDA to provide a wide range of insurance products of various Insurance companies to its customers. Considering the potential for instant money transfer having regard to the large number of expatriates from Kerala, Manappuram Group has gone in a big way in this area. Presently, the Company has tied up with Xpressmoney, Money Gram, Zoha, EzRemit, Coinstar and Instant Cash for the money transferring activity.

Future Prospects: The Corporate mission of Manappuram Chits (India) Ltd. is to become the best Chit

Fund n the country functioning under the Chits Fund Act 1982. A humble beginning has been made in this direction by reporting a net profit of Rs.310,264.22 on a paid up capital of Rs. 1 million in the very first full year of operation iitself.

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MACTECH

In a world, where everything is accessible on a mouse click, Manappuram Group has to its credit, its full-fledged software division, Manappuram Comptech and Consultants (P) Ltd. At a time, when many of us could not have even seen a computer, Manappuram Group showed the courage to take a plunge into using information Technology for improving the services provided to its valuable customers.

Manappuram Comptech and Consultants (P) Ltd. has a fully equipped software unit as well as hardware unit, directed by an efficient management and supported by competitive software and hardware professionals. Its software unit undertakes development work while the hardware unit is network.

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Services

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SERVICES

OUR SERVICES  Gold Loan / Loan Against Gold  Money Transfer  Gold Coin  Business Loan  Insurance  Security Loan  Foreign Exchange  Swarnanidhi  Deposits  Chits  Gold Overdraft  Vehicle Loan Swarnanidhi

Swarna Nidhi (Gold Purchase Scheme) They help the customer to purchase gold, upon the invoice from the concerned jewellery shop.

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Attractive Features:

1. 2. 3. 4.

Different schemes to suit your needs; No hidden charges; Minimum Duration - 12 months to Maximum - 60 months; Minimum weight of Gold Coin when purchased from Manappuram Finance - 8 grams to Maximum - 100 grams;

5.

Minimum weight of Gold when purchased from other companies - 16 grams to Maximum - 800 grams.

Chits Manappuram Chits India Ltd (MACIL) registered under Chits Fund Act 1982, was established on the 21st July 2000 for chit operations. Chit, also known as Chit Fund, Chitty, Kuri, etc, is a transaction under which a person enters into an agreement with a group of people, on the understanding that each one shall subscribe a certain sum of money by way of periodic instalments over a specific period.

Salient Features: 1. Foreman Commission at only 5%; 2. Short-term chits with maximum duration up to 25 months; 3. Collection on - daily / weekly / monthly basis; 4. Auction takes place every month; 5. No lucky dip; 6. Any employed individuals or businessmen are eligible to subscribe.

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ACHIVEMENTS

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ACHIVEMENTS
The Group`s flag-ship Company, Manappuram General Finance and Leasing Limited (MAGFIL) was established in 1992 in the wake of economic reforms launched by the Government of India mainly to take advantage of the importance assigned to Leasing as a vehicle to promote decentralized pattern of Economic Growth through small and medium enterprises. In a short span of time, MAGFIL had several Firsts.

1.

First NBFC from Kerala to receive a Certificate of Registration issued by RBI

mainly on the strength of the company`s ability to settle the depositors` claim in full.

2. First NBFC from Kerala to get a credit rating of "MA+" from ICRA, (a credit rating agency approved by RBI) which signifies the company`s ability to make timely repayment of the principal and interest under its Public Deposit Programme. Within a short span of time MAGFIL recorded a phenomenal growth to become a premier NBFC from South India.

3. It is the FIRST NBFC from Kerala to have received Adequate Safety rating for its Secured Non- convertible Redeemable Debenture issue for Rs. 50 million.

4. First NBFC from Kerala to go for public issue.

5. First NBFC from Kerala to issue bonus shares at the ratio 1:1.

6. First NBFC from Kerala to receive Foreign Direct Investment (FDI).

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7. First NBFC from Kerala to receive AD- II (Authorised Dealer - II) License from RBI.

8.

First NBFC from Kerala to obtain Broker`s License from IRDA (Insurance & Development Authority).

Regulatory

9.

First NBFC in the country to receive a Short-term rating of A1+ by ICRA and P1+

by CRISIL. These are the Highest Short Term Rating awarded by ICRA and CRISIL to any Corporate in India and Long term rating of LA+ for its working capital limit.

The company has been consistently making profit and paying dividends from the first full year of its operations. To facilitate the fund based activities, the company accepts deposits, Bonds and Non-convertible Debentures with attractive interest rates. The company was awarded "MA+" by ICRA which signifies adequate safety for customers` deposits. It also achieved the credit rating of "LA+" from ICRA for its working capital limit of Rs.1 billion under BASEL II norms.

The shares of the company are listed in Mumbai, Chennai and Cochin Stock Exchanges and are actively traded in BSE at levels far above par.

In 1993, this Group set up Manappuram Benefit Fund Limited, a NIDHI Company to provide specialized services to its members. Today, it is one of the topmost Nidhi Companies in South India.

Manappuram Chits (I) Limited, a chit fund company registered under the Chit Fund Act 1982, a central legislation enacted by Government of India, was set up in the

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year 2000, where most of the Chit Fund Companies in Kerala found it difficult to conform to the discipline of this central legislation.

As a part of its diversification, the company also started Forex business upon the Reserve Bank of India granting it a full-fledged money changers licence in the year 2002.

The company also commenced in a big way for instant money transfer facility, in collaboration with Xpress Money, Coinstar, Instant Cash, Zoha, Ezremit and MoneyGram. Instant Money Transfers being the fastest method of inward and outward remittance of funds will be useful to NRIs for remitting money to or from their relatives in India, who will be able to receive the proceeds within a few minutes of remittance.

Whilst the company`s core activity continues to be Gold Loan, it has entered very aggressively into fee-based activities especially in the wake of opening up of insurance sector allowing private participation. In November 2006, company was awarded Broker`s License by IRDA to sell insurance. As an Insurance broker, the company is able to offer its customers a wide variety of products tailor-made to their requirements.

Thus the company has emerged as a one-stop financial Super Market. In order to look after the fee-based activities exclusively, the Group has promoted a separate company called Manappuram Insurance Brokers Private Limited (MAIBRO) as wholly owned subsidiary of MAGFIL, the flagship company of the Group.

The Group has received ISO 9001-2000 certification in the year 1993 as a hallmark of its having attained the International Quality Standards.

As a premier organization, the company has derived its strength from the dedication of its highly motivated staff. Being an organization with a vision, the company

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has recognized that the best of investments are investment in people and has accordingly assigned considerable importance in the matter of training its staff. It is a matter of considerable pride that the company has a full-fledge training establishment with very few parallels in the NBFC sector, where in-house training courses are conducted almost continuously in a very professional manner for upgradation of the skills and for enhancement of functional efficiency so as to make the organization a "Customers` Delight". Every employee has been given very clear idea of his role which enables them to function more efficiently and produce better results.

The Group functions with a tremendous sense of social responsibility. The setting of Manappuram Institute of Management (MAINMA) in September, 2005 to be groomed into a management institution of all India repute was dictated by this social responsibility.

The Company has signed an agreement with M/s. Hudson Equity Holdings Limited and Sequoia Capital India Investment Holdings for preferential issue of compulsorily convertible preferential shares of Rs.100/- each for Rs. 234 million each, aggregating to Rs. 468 million to be converted into equity shares later. When converted into equity, both these investment companies together will be holding Rs. 4,667,284 (Rupees Four Million, Six Hundred and Sixty Seven Thousand, Two Hundred and Eighty Four) equity shares of Rs. 10/- each at a price of Rs. 100.272 constituting a maximum of 29.79% of paid- up equity share capital of the company. These funds have been raised for expanding our business in gold loan and vehicle loan by opening of more branches across the country.

In November 2008, the company has also received capital infusion of Rs. 1 Billion and 80 Million from UK and the US-based equity firms, with participation from

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its promoters. The UK-based Ashmore Alchemy, a joint venture between Ashmore and Alchemy has invested Rs. 320 million through its Mauritius-based investment vehicle, AA Development Capital India Fund, LLC.

Considering the increase in the size and volume of operations of the company, we have appointed Earnest & Young, an internationally reputed firm as our auditors.

The company`s vision in the short term is to emerge as a strong national player, with a wide Branch network across the entire country to serve its customers as a one-stop financial super market that makes our customers` life easy

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Branch Network

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Branch Network Total Branches in India - 1988 Kerala(434) Andhra Maharashtra(96) Pradesh(354) Rajasthan(47) Punjab(19) Goa(2) Pradesh(42) Uttar Pradesh(22) Delhi(45) West Bengal(65) Bihar(1) Orissa(34) Haryana(24) Chattisgarh(15) Pondicherry(7) Tamilnadu(370) Madhya Gujarat(61) Karnataka(350)

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Research methodology

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RESEARCH METHODOLOGY
DESCRIPTIVE RESEARCH:

Descriptive research includes surveys, fact-findings enquiries of different kinds. The major purpose of this research is description of the state of affairs, as it exists at present. The main character of this method is that the researcher has no control over the variables; he can only report what has happened or what is happening. It also includes attempts by researchers to discover causes even when they cannot control the variables. The method of research utilized in descriptive research is survey methods of all kinds including comparative and co relational methods.

RESEARCH METHOD:

Data collection method

TYPES OF DATA:

In my project I have classified the data into two specific types:

PRIMARY DATA:

As it is known that primary data are collected a fresh and for the first time, and thus happen to be original in character. So, in order to collect this type of data various methods are being used, such as:

OBSERVATION QUESTIONNAIRE INTERVIEW

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SECONDARY DATA:

Here the researcher collected secondary data from the company profile, industry profile and official web sites.
RESEARCH INSTRUMENT:

Research instrument used for data collecting is questionnaire and interview schedule
QUESTIONNAIRE:

The questionnaire is prepared in a well-structured and nondisguised form so that it is easily understandable and answerable by everyone. The type of questions include in the questionnaire are open-ended questions, multiple choice questions and dichotomous questions.
INTERVIEW SCHEDULE:

The interview method of collecting data involves presentation of oral-verbal stimuli and reply in terms of oral-verbal responses. Then the responses are filled up in the questionnaire, for further analysis.
STASTICAL TOOLS USED FOR ANALYSIS:

The researcher carries out analysis through various statistical tools. The statistical analysis is useful for drawing inference from the collected information . Simple percentage analysis. Cross - Tabulation Chi square .

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SAMPLE DESIGN:

The sample technique adopted is random sampling method. Since sample is going to be chosen from different areas so it is geographical sampling which is predefined so as to get maximum information, which rare true and reliable without biasness.
SAMPLING METHOD:

Random sampling
SAMPLE SIZE:-

I have used sampling method for survey purpose. The sample size for questionnaire is 20.
PERIOD OF STUDY:

This study is carried out for a period of 40 days. It commenced on 14th Feb 2011 and completed on 5th April 2010.
FIELD AREA:

This research study work is carried out in various customers of Manappuram.

RESEARCH INSTRUMENT:

The research instrument for the purpose was questionnaire and some personnel interviews of some customers.

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Data Analysis

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Months deal with manapuram finance

Frequency Valid 0-3 Months 3-6 months 6-9 months 9-12 months Above one year Total 61 118 51 45 25 300

Percent 20.3 39.3 17.0 15.0 8.3 100.0

Valid Percent 20.3 39.3 17.0 15.0 8.3 100.0

Cumulative Percent 20.3 59.7 76.7 91.7 100.0

Interference: The above table shows that more than 40% of the customers deal with manapuram for 3 to 6 months, 20% of the customers deal with manapuram for less than 3 months, 17% of the customers deal with manapuram for 6 to 9 months.

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Amount borrow from manapuram finance

Frequency Valid less than 1 lakhs 1-2 lakhs 2-4 lakhs 4-6 lakhs Above 6 lakhs Total 48 102 97 42 11 300

Percent 16.0 34.0 32.3 14.0 3.7 100.0

Valid Percent 16.0 34.0 32.3 14.0 3.7 100.0

Cumulative Percent 16.0 50.0 82.3 96.3 100.0

Interference: The above table shows that more than 34 % of the customers borrow money from 1 to 2 lakhs, 33% of the customers borrow money 2 to 4 lakhs, 16% of the customers borrows less than a lakh.

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Marketability of manapuram finance

Frequency Valid Excellent Very Good Good Average Poor Total 30 108 66 60 36 300

Percent 10.0 36.0 22.0 20.0 12.0 100.0

Valid Percent 10.0 36.0 22.0 20.0 12.0 100.0

Cumulative Percent 10.0 46.0 68.0 88.0 100.0

Interference: It is clear that more than 36% of customers satisfied with marketability of manapuram finance.

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Preference of manapuram finance

Frequency Valid Low rate of interest Attractive scheme Quick service Others Total 78 132 54 36 300

Percent 26.0 44.0 18.0 12.0 100.0

Valid Percent 26.0 44.0 18.0 12.0 100.0

Cumulative Percent 26.0 70.0 88.0 100.0

Interference: The above table shows that more than 44% of the customers preferred manapuram for attractive scheme 26% of customers preferred for low rate of interest and 18% of customers preferred quick service.

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Opinion about amount given to customers

Frequency Valid High Good Reasonable Low Total 90 126 54 30 300

Percent 30.0 42.0 18.0 10.0 100.0

Valid Percent 30.0 42.0 18.0 10.0 100.0

Cumulative Percent 30.0 72.0 90.0 100.0

Interference: The above table shows that more than 42% of the customers opinion about the amount given for loan is good, more than 30% of customers highly satisfied with gold loans, more than 18% of customers opinion says that the amount is reasonable.

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Opinion about rate of interest

Frequency Valid High Good Reasonable Low Total 88 122 58 32 300

Percent 29.3 40.7 19.3 10.7 100.0

Valid Percent 29.3 40.7 19.3 10.7 100.0

Cumulative Percent 29.3 70.0 89.3 100.0

Interference: The above table shows that more than 40% of the customers opinion about the rate of interest is good, more than 30% of customers are highly satisfied with interest rate for gold loans, more than 20% of the customer says that the rate of interest is reasonable and 10% of customers says they provide low rate of interest.

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Chi-Square Test Frequencies

Opinion about amount given to customers

Observed N High Good Reasonable Low Total 90 126 54 30 300

Expected N 75.0 75.0 75.0 75.0

Residual 15.0 51.0 -21.0 -45.0

Opinion about rate of interest

Observed N High Good Reasonable Low Total 88 122 58 32 300

Expected N 75.0 75.0 75.0 75.0

Residual 13.0 47.0 -17.0 -43.0

Test Statistics

Opinion about amount given to customers Chi-Square df Asymp. Sig. 70.560a 3 .000 Opinion about rate of interest 60.213a 3 .000

a. 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 75.0.

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Purpose for getting finance

Frequency Valid Business Emergency Family Function Others Total 96 87 48 69 300

Percent 32.0 29.0 16.0 23.0 100.0

Valid Percent 32.0 29.0 16.0 23.0 100.0

Cumulative Percent 32.0 61.0 77.0 100.0

Interference: It is evident that 32% of customers borrow money for their business purpose 29% of customer borrow money for emergency purpose, 16% of customers borrow money for their family functions.

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Opinion about customer service

Frequency Valid Excellent Very good Good Average Total 96 138 46 20 300

Percent 32.0 46.0 15.3 6.7 100.0

Valid Percent 32.0 46.0 15.3 6.7 100.0

Cumulative Percent 32.0 78.0 93.3 100.0

Interference: The above table shows that more than 46% of the customers are satisfied with customer service; more than 32% of customers says that the customer service is excellent, less than 10%of the customers are not satisfied with customer service.

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Interest Scheme preference

Frequency Valid Day interest Month interest 5 day interest 6 month interest Total 92 70 88 50 300

Percent 30.7 23.3 29.3 16.7 100.0

Valid Percent 30.7 23.3 29.3 16.7 100.0

Cumulative Percent 30.7 54.0 83.3 100.0

Interference: It is evident that 30% of customers preferred only day interest scheme, 30% of customers more prefer for 5 days interest scheme, 24% of customers prefer monthly interest scheme, 15% of customers prefer other (6months, 1Year) Schemes.

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Interest remainder sms

Cumulative Frequency Valid Excellent Good Necessary Not necessary Total 42 117 99 42 300 Percent 14.0 39.0 33.0 14.0 100.0 Valid Percent 14.0 39.0 33.0 14.0 100.0 Percent 14.0 53.0 86.0 100.0

Interference: The above diagram shows that 39% of customer requires interest reminder sms, 33% of customers says that interest reminder sms is necessary, 14% of customers dont want the interest reminder sms.

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CCF
Interest Scheme preference with Interest remainder sms

Cross Correlations Series Pair:Interest Scheme preference with Interest remainder sms

Lag -7 -6 -5 -4 -3 -2 -1 0 1 2 3 4 5 6 7

Cross Correlation -.007 -.053 -.101 -.107 -.106 -.070 -.078 -.090 -.061 -.046 -.010 .039 .062 .082 .060

Std. Errora .058 .058 .058 .058 .058 .058 .058 .058 .058 .058 .058 .058 .058 .058 .058

a. Based on the assumption that the series are not cross correlated and that one of the series is white noise.

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sms

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Superior than competitor

Frequency Valid More schemes Low rate of interest Customer service Others Total 48 119 92 41 300

Percent 16.0 39.7 30.7 13.7 100.0

Valid Percent 16.0 39.7 30.7 13.7 100.0

Cumulative Percent 16.0 55.7 86.3 100.0

Interference: It is clear from the above table nearly 40% of customers prefer manapuram for their low rate of interest 31% of customers prefer quick customer service, 16% of customer prefer more schemes.

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Grievances sharing

Cumulative Frequency Valid Yes No Total 190 110 300 Percent 63.3 36.7 100.0 Valid Percent 63.3 36.7 100.0 Percent 63.3 100.0

Interference: It is understood from the table the majority of 64% of customers are ready to share grievances, and 37% of customers not willing.

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Customer satisfaction

Frequency Valid Excellent Very good Good Averaqge Total 15 131 118 36 300

Percent 5.0 43.7 39.3 12.0 100.0

Valid Percent 5.0 43.7 39.3 12.0 100.0

Cumulative Percent 5.0 48.7 88.0 100.0

Interference: The above table shows that more than 44% of the customers are satisfied with manapuram finance, 5% of customers are highly satisfied with manapuram finance, 40% of the customer are feel good with manapuram finance, less than 5% of customers only dissatisfied with manapuram finance.

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Customer service

Frequency Valid Excellent Very good Good Average Total 31 119 106 44 300

Percent 10.3 39.7 35.3 14.7 100.0

Valid Percent 10.3 39.7 35.3 14.7 100.0

Cumulative Percent 10.3 50.0 85.3 100.0

Interference: The above table shows that more than 40% of the customers are satisfied with customer service, 10% of customers are highly satisfied with customer service, 34% of the customer are feel good with customer service, less than 8% of customers only dissatisfied with customer service.

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Chi-Square Test Frequencies

Customer satisfaction

Observed N Excellent Very good Good Averaqge Total 15 131 118 36 300

Expected N 75.0 75.0 75.0 75.0

Residual -60.0 56.0 43.0 -39.0

Customer service

Observed N Excellent Very good Good Average Total 31 119 106 44 300

Expected N 75.0 75.0 75.0 75.0

Residual -44.0 44.0 31.0 -31.0

Test Statistics

Customer satisfaction Chi-Square df Asymp. Sig. 134.747

a

Customer service 77.253

a

3 .000

3 .000

a. 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 75.0.

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Hospitality

Frequency Valid Excellent Very good Good Average Total 37 123 100 40 300

Percent 12.3 41.0 33.3 13.3 100.0

Valid Percent 12.3 41.0 33.3 13.3 100.0

Cumulative Percent 12.3 53.3 86.7 100.0

Interference: The above table shows that more than 41% of the customers are satisfied with the hospitality, 12% of customers are highly satisfied with the hospitality, 33% of the customer are feel good with the hospitality, less than 10% of customers only dissatisfied with the hospitality.

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Infrastructure

Frequency Valid Excellent Very good Good Average Total 20 134 110 36 300

Percent 6.7 44.7 36.7 12.0 100.0

Valid Percent 6.7 44.7 36.7 12.0 100.0

Cumulative Percent 6.7 51.3 88.0 100.0

Interference: The above table shows that more than 44% of the customers are satisfied with the infrastructure, 6% of customers are highly satisfied with the infrastructure, 36% of the customer are feel good with the infrastructure, less than 5% of customers only dissatisfied with the infrastructure.

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Patients

Frequency Valid Excellent Very good Good Average Total 15 128 124 33 300

Percent 5.0 42.7 41.3 11.0 100.0

Valid Percent 5.0 42.7 41.3 11.0 100.0

Cumulative Percent 5.0 47.7 89.0 100.0

Interference: The above table shows that more than 42% of the customers are satisfied with the patients, 6% of customers are highly satisfied with the patients, 42% of the customer are feel good with the patients, less than 2% of customers only dissatisfied with the patients.

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Scheme Explanation

Frequency Valid Excellent Very Good Good Average Total 34 134 104 28 300

Percent 11.3 44.7 34.7 9.3 100.0

Valid Percent 11.3 44.7 34.7 9.3 100.0

Cumulative Percent 11.3 56.0 90.7 100.0

Interference: The above table shows that more than 44% of the customers are satisfied with the scheme explanation, 11% of customers are highly satisfied with the scheme explanation, 34% of the customer are feel good with the scheme explanation, less than 10% of customers only dissatisfied with the scheme explanation.

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Speed of transaction

Frequency Valid Excellent Very good 31 119

Percent 10.3 39.7

Valid Percent 10.3 39.7

Cumulative Percent 10.3 50.0

Good Average Total

106 44 300

35.3 14.7 100.0

35.3 14.7 100.0

85.3 100.0

Interference: The above table shows that more than 39% of the customers are satisfied with the speed of transaction, 11% of customers are highly satisfied with the speed of transaction, 35% of the customer are feel good with the speed of transaction and less than 10% of customers only dissatisfied with the speed of transaction.

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Customer satisfaction with Speed of transaction

Cross Correlations Series Pair:Customer satisfaction with Speed of transaction Lag -7 -6 -5 -4 -3 -2 -1 0 1 2 3 4 5 6 7 Cross Correlation -.010 .041 .032 .035 .036 .012 -.037 -.066 -.115 -.170 -.174 -.198 -.217 -.208 -.172 Std. Error .058 .058 .058 .058 .058 .058 .058 .058 .058 .058 .058 .058 .058 .058 .058
a

a. Based on the assumption that the series are not cross correlated and that one of the series is white noise.

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Customer service

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Chi-Square Test Frequencies

Interest Scheme preference

Observed N Day interest Month interest 5 day interest 6 month interest Total 92 70 88 50 300

Expected N 75.0 75.0 75.0 75.0

Residual 17.0 -5.0 13.0 -25.0

Scheme Explanation

Observed N Excellent Very Good Good Average Total 34 134 104 28 300

Expected N 75.0 75.0 75.0 75.0

Residual -41.0 59.0 29.0 -47.0

Test Statistics

Interest Scheme preference Chi-Square df Asymp. Sig. 14.773

a

Scheme Explanation 109.493

a

3 .002

3 .000

a. 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 75.0.

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Safety and security

Frequency Valid Excellent Very good Good Average Total 37 123 100 40 300

Percent 12.3 41.0 33.3 13.3 100.0

Valid Percent 12.3 41.0 33.3 13.3 100.0

Cumulative Percent 12.3 53.3 86.7 100.0

Interference: The above table shows that more than 41% of the customers are satisfied with the safety and security, 12% of customers are highly satisfied with the safety and security, 33% of the customer are feel good with the safety and security and less than 13% of customers only dissatisfied with the safety and security.

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Customer complainces & grievances

Frequency Valid Excellent Very good Good Average Total 20 134 110 36 300

Percent 6.7 44.7 36.7 12.0 100.0

Valid Percent 6.7 44.7 36.7 12.0 100.0

Cumulative Percent 6.7 51.3 88.0 100.0

Interference: This is evident that more than 44% of customers ready to share their grievances and complaints clarifications, 7% of customers highly satisfied with grievances handling, 37% of customers are moderately satisfied,36% of customers stated that the grievances handling is not upto the level, less than 12% of customers highly dissatisfied with grievances handling.

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Customer service

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Findings

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FINDINGS
y y y y y y y y y y y y y y y y y y 40 % of customers dealing with Manappuram for more than 6 months. 34% of customers borrow money more than 4 lakhs. 36% of customers appreciate Manappuram marketing stratergy. 44% of customers prefer Manappuram for attractive scheme. More than 43% the customers satisfy with gold loan amount. More than 42% the customers satisfy with rate of interest. 32% customers got money for business purpose. More than 46% the customers satisfy with customer service. 32% of customers prefer day interest scheme. 40% of customer require interest reminder sms. 40% of customers prefer Manappuram for low rate of interest. More than 43% the customers satisfy with Manappuram finance. More than 44% the customers satisfy with hospitality. More than 41% the customers satisfy with infrastructure More than 45% the customers satisfy with scheme explanation. More than 40% the customers satisfy with speed of transaction. The friendly relation helps much better for the company to flourish. It is found that the rate of interest is somewhat higher for the gold loan but when considering about the customer requirement, the price can be paid.
y

From the observation, it is found that the complaints are about the month interest scheme .

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Suggestions and recommendation

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SUGGESTIONS AND RECOMMENDATIONS y

Most of the customers report rate of interest after reset period is below the satisfactory level.

Most of the customers are need of more schemes.

They are well satisfied with the rate of interest and amount given for gold.

The company should have an eye on the credit period given for sale of gold coin, because some are well satisfied and some doesnt agree with it.

Since loan amount is being the main factor for the customers to have relationship with the company, the company should not reduce its amount at any Cost.

It is advisable for the company to have various promotional activities, to attract the customers. It is because all the customers need not to like the same kind of promotional activities.

It will be better to have a feedback from the customers at regular intervals, and to minimize the communication gap between the customer and company people

The company should have an ear to the customers expectations.

The company people should clearly explain the interest scheme to customer to avoid customers misunderstanding.

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CONCLUSION:
My study found that, the dealers are somewhat satisfied with the Manappuram finance Company but some customers are not satisfied by the company neither in the way of interest rate nor by various interest scheme of Manappuram finance

About the Manappuram finance Company I found that the company having a good position in the market in terms of various schemes but lacking badly in terms of its customers misunderstanding.

My study also found that there are various factor influencing customer and the most influencing factor is low rate of interest and various schemes and other factors play a secondary role in gold loan.

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BIBLIOGRAPHY
Source : Dion Global Solutions Limited Websites:-www.manappuram.com www.ASK.com www.wikkipedia.com

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QUESTIONNAIRE
Manappuram Finance 1 . Name of the Customer 2 . Address : :

3 . How many month you deal with Manappuram Finance? 0 - 3 month 6 9 months Above 1 year 4 . How much of amount you borrow from Manappuram Finance? Less than 1 lakhs 2 - 4 lakhs Above 6 lakhs 5 . What do you think about the marketability of Manappuram Finance? Excellent Good Poor 6 . Why do you prefer Manappuram Finance? Low rate of interest Quick service Attractive scheme Any other(Specify) V.Good Average 0 2 lakhs 4 6 lakhs 3 - 6 months 9 12 months

. 7 . Opinion about the Amount given to customers against gold? High Reasonable Good Low

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No option

8 . Opinion about the rate of interest in Manappuram Finance? High Resonable No opinion Good Low

9 . In which purpose do you prefer Manappuram Finance ? Business purpose Family function Emergency purpose Any other(Specify)

10 . Opinion about the customer service in Manappuram Finance ? Excellent Average Good Poor

11 . In which interest scheme do you prefer most ? Day interest 5 Days interest 1 Month interest 6 Month interest

12 . What do you think about the interest reminder SMS? Good Not Necessary Necessary DND

13 . Will you share the opinion/grievances with the staffs? Yes No

14 . Are you satisfies with the Manappuram Finance? Yes No

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15 . If No, what will be the expectation?

16 . How Manappuram Finance are Superior than competitors? More schemes Low interest rate

Customer service Any other(specify) .. 1 7 .Did you satisfy with process of gold loan? Yes NO

S.No

Particular I II

Rank III IV V

1 2 3 4 5 6 7 8

Customer service Hospitality Infrastructure patients Customer Welcome Scheme Explanation Safety & Security Clarity of Customer Complaints & Grievances

18. What is your suggestion for further improvement?

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