A SYNOPSIS ON

“ A LOAN PROCEDURE OF CONSUMER DURABLE PRODUCT”

Presented By
Mr.SAMBHAJI GHANSHAM SHELKE
P.R.N. No. 2021017000982347
SPECIALISATION IN FINANCE

Under the Guidance of

Prof Dr.Pallavi Kulkarni

SUBMITTED TO

YASHWANTRAO CHAVAN MAHRASHTRA OPEN UNIVERSITY

NASHIK 422222
In partial fulfillment of the requirmrnt for the award of the degree of
MASTER OF BUSINESS ADMINSTRATION (MBA)
Through

ALL INDIA INSTITUTE OF LOCAL SELF GOVERNMENT

PINNEC MEMORIES ,2ND PHASE , L BUILDING ,KOTHRUD,PUNE
411038
 INDEX

SR.NO CONTENT PAGE NO.

I INTRODUCTION,IMPORTANCE AND
SIGNIFICANCE OF THE STUDY
II RATIONALE

III OBJECTIVE

IV HYPOTHESIS

V RESEARCH METHODOLOGY

VI EXPECTED CONTRIBUTION

VII CHAPTERISATION

VIII BIBLOGRAPHY
 CHAPTER 1
INTRODUCTION
1.1 Background Of The Study

Bajaj Finserv was formed in April 2007 which is situated in 4TH Floor, Bajaj Finserv
Corporate Office, Pune-Ahmednager Road Viman Nagar. Pune 411014, and Maharashtra. As
a result of its demerger from Bajaj Auto Limited to act as a pure play financial services
business. The process of demerger was completed in Feb 2008. This demerger was not only
to unlock values in the high growth business areas of Auto, Insurance. Finance sectors and
Wind Power but also to run independently these core businesses and to strengthen the
competencies. In addition to that cash and cash equivalent of INR 8,000 million (then market
value) was also transferred to the company. The demerger has enabled investors to hold
separate focused stocks and also facilitate transparent benchmarking of the companies To
their peers in their respective

1.2 What is Finance?

"Finance is the management of money and other valuables, which can be easily converted
into cash." A category of stocks containing firms that provides financial services to
commercial and retail customer. This sector includes banks, investment funds, insurance
companies and real estate. Financial services perform best in low interest rate environments.
A large portion of this sector generates revenue from mortgages and loans, which gain value
as interest rates drop. Furthermore, when the business cycle is in an upswing, the financial
sector benefits from additional investment improved economic condition usually lead to more
capital projects and increased personal investing. New projects require financing, which
usually leads to a large number of loans. "Finance" is often defined simply as the
management of money or "Funds" management. Modern finance, however, is a family of
business activity that include the origination, marketing, and management of cash and money
surrogates through a variety of capital accounts, instruments, and markets created for
transaction and trading assets, liabilities, and risks. Finance is conceptualized, structured, and
1.3 Who is Consumer?

An individual who buys products or services for personal use and not for manufacture or

resale. A consumer is someone who can make the decision whether or not to purchase an

item at the store, and someone who can be influenced by marketing and advertisements Any

time someone goes to a store and purchases a toy, shirt, beverage, or anything else, they are

making that decision as a consumer.

Under the consumer protection act 1985 "any person who buy any goods for consideration,

who include a person who obtain such goods for resale or for any commercial purpose".

1.4 Consumer Finance

"The division of retail banking that deals with lending money to consumers This includes

a wide variety of loans, including credit cards, mortgage loans, and auto loans and can also

be used to refer to loans taken out at either the prime rate or the subprime rate."

The consumer finance is a win-win system in which everyone wins. For the consumers is an

opportunity to upgrade standard of living here and now instead of waiting for years of

savings to accumulate. For manufacturer. consumer finance stimulates demand and brings

down inventories. For dealers it is one type of sales booting. For finance company it is profit

generation
 EMI Card (Easy Monthly Installments)

 Bajaj Finserv Lending launched an innovative product in 2011-12 for its existing

Consumer Durables Finance customers.

 Through the EMI card, an existing customer can buy any consumer durable by

simply swiping the EMI card across our dealer partner outlets, without the need for

any repeated documentation.

 This is another industry first, leveraging the technology investments the company has

made and is a proof point of our commitment to investing in growing our relationship

with our existing customers.

 Tracking methodology of customer is very smooth (by using EMI card

 CHAPTER 2
REVIEW OF LITERATURE

2.1REVIEW OF LITERATURE

Bajaj Finserv Lending bets big on 0% interest finance

The service economy continues to be the silver lining in an economic environment

riddled with volatility and uncertainty.

Today, 0% finance holds an over 11% share in the total consumer durables industry.
Out of the total sales of over INR 36850 Cr annually, over 4053 Crore are bought on 0%
interest finance. While the industry is growing at 9% YOY, 0% interest finance is growing at
13 times as much with over 118% growth YOY. in turn, Bajaj Finserv Lending continues to
be the largest driver of this growth with over 9% share and growing at 88% YOY. This puts
Bajaj Finserv Lending in a clear leadership position.

Today, one out of every 5 flat panel TVs is bought on the 0% interest consumer
durables loans option from Bajaj Finserv Lending. This growth has come at the back of
significant investments made in distribution, technology and process automation. They have
invested deep in technology and process innovations to create long term sustainable
advantages.

This has allowed them to create win-win propositions for all members in the
ecosystem.

Available at over 4,000 outlets across the country across metros, tier 2&3 cities, Bajaj
Finserv Lending 0% interest consumer durables loans are available in places where other
finance options like credit cards may have low penetration. Even where other finance options
are available, Bajaj Finserv Lending 0% interest option offers a far better experience. All a
customer needs to do is to walk into any of the consumer durables stores in the country,
choose the desired product, and approach the in- store Bajaj Finserv Lending representative.
Within a few minutes, the person gets an approval on the loan. The customer pays the defined
down payment for the selected product and the remaining amount, is divided into equal
monthly installments. The customer can also choose from a range of loan tenors, ranging
from 12 to 18 months. This brings down the cost of ownership and also helps the customer
trade up. For example, if a person had a budget of 40,000, in case of a cash-down option, he
would have managed to get a 32inch LED. With 0% interest consumer durable loan, he can
now trade up to a 46 inch LED and bridge the gap with the 0% interest consumer durable
loan. In the case, he may choose to pay down an even lesser amount than 40,000 as the down
payment and keep the rest as his savings.

They have developed credit policies and created partnerships to ensure the customer
goes through a simple, hassle-free and quick process. Their technology platforms allow them
to approve loans in as low as 3 minutes while he is in the shop, selecting his favorite product.
For the customer, this life event should be about buying his aspirational device without
having to worry about the money he may need. The company has gone a step further and
introduced an innovative offering through the EMI card. Available only for existing 0%
interest consumer consumer durable loans customers, the EMI card allows an existing
customer to go to any of the Bajaj Finserv Lending affiliated stores and pay for his next
consumer durable purchase with a simple swipe of the EMI card. The customer already has a
pre-assigned loan line on his account that is determined through the internal policy
framework and past behavior on his previous loan. EMI card is a proof point of how their
approach innovation and internal policy framework has created compelling long term brand
propositions for customers. Bajaj Finserv Lending launches Extended Warranty with its 0%.
interest Consumer Durables Finance Another innovation from Bajaj Finserv Lending,
Extended Warranty will provide additional 1 year coverage for products after the expiry of
the manufacturer warranty period Mumbai, Maharashtra, June 2, 2012 /India PR wire/ - Bajaj
Finserv Lending, the market leader in Consumer Durables Finance, has launched Extended
Warranty plan with its 0% interest Consumer Durables Finance. Thisdurable loans customers,
the EMI card allows an existing customer to go to any of the Bajaj Finserv Lending affiliated
stores and pay for his next consumer durable purchase with a simple swipe of the EMI card.
The customer already has a pre-assigned loan line on his account. that is determined through
the internal policy framework and past behavior on his previous loan. EMI card is a proof
point of how their approach innovation and internal policy framework has created compelling
long term brand propositions for customers
 Bajaj Finserv Lending launches Extended Warranty with its 0% interest Consumer
Durables Finance Another innovation from Bajaj Finserv Lending, Extended Warranty will
provide additional 1 year coverage for products after the expiry of the manufacturer warranty
period.
2.2Concept & Definition

Bajaj Finserv Lending, the market leader in Consumer Durables Finance, has
launched 'Extended Warranty' plan with its 0% interest Consumer Durables Finance.

This gives customers another compelling reason to opt for 0% interest Consumer
Durables Finance for their durables purchases. Extended Warranty launch is an affirmation of
the company's active pursuit of innovations and commitment to continuously enhancing the
value bundle.
Product maintenance post the manufacturer's warranty is a challenge faced by the
consumers Bajaj Finserv Lending envisages a huge scope in Extended Warranty as an
opportunity to further consolidate long term customer relationship even after the financing
tenure concludes.
"Extended Warranty is a proof of their commitment to continuously enhancing the
role in customer's life, beyond just being another financier.
Extended Warranty will provide complete protection of the cost towards repair and
replacement of the consumer durable appliances arising out of unexpected defects in material
or workmanship, post the expiry of manufacturer's product warranty period. The existing
Extended Warranty market in India is completely unorganized, with some retailers offering it
with lots of terms and conditions. Bajaj Finserv Lending, which holds over 80% share of the
consumer durables installment finance segment, has tied up with another Bajaj Finserv Group
company, Bajaj Allianz General Insurance Company Ltd., to offer Extended Warranty for
consumer durable appliances on Group Platform basis The offer is available for the
customers who are already availing the 0% finance services from Bajaj Finserv Lending. The
12 month policy period of the Extended Warranty plan will commence after the expiry of
manufacturer's product warranty period. Bajaj Finserv Lending plans to leverage on its
established network of 0% interest Consumer Durable Loans with presence across over 80
cities
Extended Warranty plan from Bajaj Finserv Lending would cover the range of
consumer durable appliances available through the 0% interest consumer durable finance
from the company. The Sum Insured under the plan shall be equal to the invoice price of the
simple and hassle free. The consumer needs to simply call the dedicated Toll Free Call Centre
Number shared in his Extended Warranty kit, quote his policy number and provide details of
his loss. Once the call is logged in, the Customer Service Executive will direct the consumer
to the nearest authorized service center of the manufacturer. The Extended Warranty plan will
then sponsor the cost of repair or replacement of the particular appliance for an admissible
claim. Bajaj Finserv Lending launches 'Retailer Finance' - exclusive finance option for its
retail partners in the consumer durable industry.
 Pre-approved credit line for the partners
 No collaterals required to avail this option
 Will benefit more than 3000 partners across India

The unique attribute about Retailer Finance is the fact that Bajaj Finserv Lending is
leveraging on its trust relationship with its partners for disbursing the loans. The retailers are
assigned a pre-approved credit line which they can use any time they want. Thus unlike other
finance options, they don't have to undergo the cumbersome due-diligence process and get
quick finance without submitting any collaterals or documentation. This is the first time ever
that a non-collateral based financing option has been introduced for the retailers. Retailer
Finance will be available for retailers of all sizes, having a minimum of 1 year relationship
with Bajaj Finserv Lending. Through this offering, the company is targeting to disburse
approximate Rs. 250 crore monthly with a target of Rs.1500 for the first year. The minimum
finance available will be to Rs. 5 lacs up to a maximum of Rs. 15 crore. With a transparent
and easy process of enrolment and documentation, it also has a completely online mode of
disbursement and fulfillment.
 CHAPTER - 3
ORGANIZATION PROFILE

3.1 ORGANIZATION PROFILE

Bajaj Finserv Lending offers loans for various needs. We offer loans for Bajaj Auto Two
Wheelers under the name of Bajaj Auto Finance Ltd. We offer Consumer Durable Loans,
Personal Loans, Loan against Property, Small Business Loans, Construction Equipment
Loans, Loan against Securities and Insurance Services under the name of Bajaj Finserv
Lending, Bajaj Finserv Lending is one of the most diversified NBFCs in the market catering
to more than 5 million customers across the country. Apart from being a well-recognized
organization, they pride us for holding the highest credit rating of FAAA/Stable for any
NBFC in the country today. The product offerings include Consumer Durable Loans,
Personal Loans, Loan against Property, Small Business Loans, Two-wheeler and Three
Wheeler Loans, Construction Equipment Loans, Loans against Securities and Insurance
Services.

Figure: Organization Chart

3.2 Products Covered:

0% interest Consumer Durables Finance is available on a wide range of products

and in over 101 cities across India. Hereunder is an indicative list of products
covered?
 LED/LCD/CTV
 Washing Machines
 Microwave Ovens.
 Refrigerators
 Cameras/Camcorders

 Dishwashers ➤ Generators

 Cooking Range products

 Laptops / Desktops (Select)
 Smart phones (Select)
 Air purifiers / Water Purifiers / R.O.
 Music Systems
 Inverters
 Air conditioners
3. 3 Total Use of Sales Force Software:

"Sales force CRM is nothing short of a revolution for our sales fiancé business!" Rise in
transactions from 1500 per day during holiday season to a record 8500 in a single day,
processing one transaction every 4 sacs during peak hour with sales force CRM.

 Challenge
 Needed solution with unlimited scalability for end to end new loan underwriting and
to cross sell multiple products on existing customer database

 Specifically sought best in the business' to minimize time and resource investment in
IT and allow focus to remain on serving customers
3.3 Vision and Mission of the Organization:

Vision:

Bajaj Finserv has a vision to become a full-fledged financial services company and be the

financial partner to the Indian consumer and help him across his financial needs, whether for

finance, for investment management. for protection or for post-retirement support, throughout

his lifecycle.

Mission:

Bajaj Finserv aims to be the most useful, reliable and efficient provider of Financial Services.

It is our continuous endeavor to be a trustworthy advisor to our clients, helping them achieve

their financial goals.

3.4 Future Plan of the Organization

Application for Banking License:

Bajaj Finance may have failed to get a banking license in the first round last year. The

company has not given up its hope of becoming a bank. Jain says whenever the Reserve Bank

of India invites applications for new licenses, Bajaj Finance would be interested. For that

Rajiv Jain has made 5 years road map

 Board of Directors

:
3.5 PRODUCTS COVERED

Almost all brands of Consumer Durable products like TV, refrigerator so on.

All lifestyle products

IT products

CROSS SELL:

Insurance.

extended warranty

LATEST Other products covered under EMI option

Apparels

Watches

Dentist

Food category

Big bazar

 Tracking methodology of customer is very smooth (by using EMI card

2.9
3.6 Advantages of EMI card

 The Bajaj finance providing good opportunity to customers by offering EMI card to

the customers. Card holders customers are not requiring to bring the all documents

also get the best scheme provided by the Bajaj

 With this card we can come to know that the customer is existing customer for more

than three month.

 For their next purpose of buying products they do not need to bring all the documents

which was given before

 Now simply Swipe, Sign and Buy any consumer durable or life style product of your

choice with your EMI (Existing Member Identification Card), only from Bajaj Finserv

Lending. No need to gather another set of documents or go through the process of

applying for a loan.

 The pre-approved loan amount on our EMI card depends on the loan amout assigned

to BFL at the time of we are taking consumer durable or lifestyle product loan . This

loan amout varies from Rs.30,000/ to 1,25,000/-

 We can use the EMI Card at any of our partner retail outlets across 65 cities in India.

3.7 Advantages of consumer durable loan

 The Bajaj Fiserv Lending providing pre payment facility to the customers they can

reduce their EMI or tenor or both by repaying their loan on time. Customer can repay

up to 6 times in a calendar year at any interval with the minimum amount per prepay

transaction being not less than 3 EMI's. Also there is no limit on the maximum

amount (subject to his credit performance).

 The Bajaj finance started providing 0% finance options only with Bajaj Finserv

Lending, (select schemes are interest bearing)

  The Bajaj finance also offers you special flexible repayment options.

 The customer can get approval for a loan anywhere between 3 to 15 minutes.

 Tracking methodology of customer is very smooth (by using EMI card).

 Customer can take Extended Warranty from Bajaj which can be convert into EMI's

and secure his product.

3.8 Features and Benefits

The Bajaj finance EMI card is the innovation to bring new technology to consumer

durable loans. It is very easy to communicate with customer.

 Pre-Approved eligibility:

The EMI card carries a pre-approved loan in our wallet. We can avail of our loan

facility to purchase any consumer durable & lifestyle product of our choice.

 Instant approval:

Simply Swipe, Sign and Buy with our EMI card. The moment we swipe our

Card we can get instant approval, subject to the amount pre-approved for you.

 Minimum documentation:

For using your EMI card, we don't want to give any documents. Our EMI card

carries all the necessary information required.

 Preapproved Offers:

As an existing customer, we can get exclusive preapproved offers from time to

time across a host of your partner retailers and manufacturers.

 Online Account Access:

Get all information about our loan like repayment track, interest certificate.

payment schedule etc through your digital customer portal. Just log in with our

loan account number and access whatever information you want about our loan.
3.9 How to Apply EMI card

 We can apply for our EMI card at the time of the purchase (or through your

Customer Portal login on Bajaj finance website, if we are an existing customer

of consumer durable koan or lifestyle finance). Our EMI card will come after

the completion of three EMIs.

 Buying your consumer durable/life style product:

We can sign up for our EMI card when we buy your consumer durable

through any of your retail partners. Our EMI card will be sent to you after 4

months of loan repayment, subject to timely repayments of our loan

installments.

 Online through Digital Customer Portal:

we can apply online anytime through your customer portal. Make an online

payment of Rs.249 and our EMI card will come with in 3 month

3.10 Eligibility and Documents for EMI card

 EMI Card is issued only to our existing customers

Only the following documents are required for getting your EMI card:

 Open ECS mandate duly signed (Open ECS is same as other ECS with an

extended period so that we don't have to give fresh ECS for your purchases in

future.)

 One cancelled cheque

 KYC formalities (valid photo id proof and address proof)

Fees and Charges:

All the customers have to pay is a onetime charge of Rs. 349 (to enjoy lifetime

membership of EMI card).

NEED AND IMPORTANCE OF STUDY

 In the urban areas 50% of people are taking the loan from Bajaj finance and other

finance when they purchase consumer Durable product due to EMIs facility.

 The customers are spending more for consumer durable products compare to before

when EMI was not in market.

 CD loan also create business opportunity to its other business model.

 The customers who are not able to pay the total amount of the product at the time of

purchase but dealer gets paid for his product within 5-7 days whereas consumer pay

money in average 8 month without paying anything extra.

 Bajaj is playing the key role on consumer durable loans. The Bajaj finance was

observed that they are providing good financial facility to the customers.

SCOPE OF THE STUDY

Current position is dominant by Bajaj Finserv in consumer loan but now many

competitors entering in the market which reducing new customer penetration of Bajaj

So how Bajaj diversified its business model in consumer loan with new

products/services and offer. Specially HDFC bank who provide the benefit of credit

card to the customers.

SIGNIFICANCE OF THE STUDY

 Bajaj Financial services also get the interest on the loans so accordingly
they can also can profits and plan the future investments.

 A lot of documentation and formalities are to be completed for raising the

loan, which requires a lot of time so the procedure of raising the loan
should be simplified to some exist.
RATIONALE
I have taken Finance as a specialization with the title of “A LOAN PROCEDURE

FOR CONSUMER DURABLE PRODUCT AT BAJAJ FINSERV LENDING” The

objective behind this project was to primarily focus on Bajaj Finance for Finance of

Consumer Durable products.

This required a fist hand experience in understanding end to end process flow for

loans processing to payment disbursement. Also discuss about the Bajaj EMI Card, the Bajaj

Finserv Lending Company which is one of the lending company they also make available

EMI Card option for the loan, we have collected the Secondary data from Books, Company

Annual Report & internet Articles etc. Bajaj Finance Ltd has only one market sales of

Consumer Durable Loan product provided in EMI based loan

I also focus on the surrogates required for loan approval, which documents are necessary for

approval of loan. And also to show the SWOT analysis of Company. I have also tried to

explain the loan procedure and its approval by enclosing some case studies. Through this

project, I learn how to given a loan on consumer durable product and how to solve customer

difficulties about the documentation. I was dealing with proper customer, provided them.

loans by completing their files and getting the approval online form Bajaj Server called as

"Galaxies" Portal.
 OBJECTIVE OF STUDY

 To know awareness of Consumer Durable loan among consumers.

 To find benefits of EMI card for customers.

 To find reason behind customer preferences toward Bajaj Finance.

 To know how the new competitors are performing in comparison to Bajaj Finance.

HYPOTHESIS
 The Study if we see the current position in finance market .The
number of financial companies are entering into the market .the
competition was so high in the finance market.

 How the bajaj will stand in the present market to giving the new offers
to the customers to stand in the mark

5
 RESEARCH METHODOLOGY

Sources of Data

The study is descriptive in nature, makes use of both type of data ie. Primary and Secondary.

Primary data:
The data that is collected first hand by someone specifically for the purpose of facilitating the
study is known as primary data. So in this research the data is collected from respondents
through questionnaire.

Secondary data:
I had used secondary data like the annual reports of the company, working experience, Books
Articles, Magazines, Company website, Research papers, MBA projects, Internet.
A scale that rates some attribute from highly satisfied" to "highly unsatisfied" and "very
inefficient" to "very efficient" Analysis of Data: The researcher analyses the data with the
help of Case Studies Percentage. Tables, and Graphs.
SAMPLE SIZE
Selection of the bajaj finance company will depending on the availability of adata
 Loan procedure of other retail outlet can be different, which is not taken into

consideration

 As the market is very huge, it was not possible to cover all area.

 The data collected may not be representation of entire population.

QUESTIONNAIRE DESIGN FORMULATION

Under this method, list of questions pertaining to the survey are prepared for consumers of
Bajaj Finserv in Vijay Sales at Janakpuri East, Delhi. Questionnaire has structured type
questions as well as unstructured type questions Structured objective type question
prepared for the respondents with fixed response categories. Some of the questions are of
multiple-choice type. The questions have more than one alternative.

Questionnaire: A questionnaire consists of a set of questions presented to respondent for

their answers. It can be Closed Ended or Open Ended
Open Ended: Allows respondents to answer in their own words & are difficult 10 Interpret
and Tabulate.
Close Ended: Pre-specify all the possible answers & are easy to Interpret and Tabulate

TYPES OF QUESTION INCLUDED:

DICHOTOMOUS QUESTIONS
which has only two answers "Yes" or "No"?

MULTIPLE CHOICE QUESTIONS

where respondent is offered more than two choices

IMPORTANCE SCALES
A scale that rates the importance of some attribute

RATING SCALE
A scale that rates some attribute from highly satisfied" to "highly unsatisfied" and "very
inefficient" to "very efficient" Analysis of Data: The researcher analyses the data with the
help of Case Studies Percentage. Tables, and Graphs.

SAMPLE SIZE
Sample size of respondent 200
LIMITATION OF THE PROJECT:

The geographical area was very limited so the results are not precise reflection of the
aggregate behavior.

 The study is restricted to consumer durable loan in Vijay Sales only.

 Sometimes customer may be hiased / dissatisfied because of restricted policies of

EMI procedure.

KEY CONCEPTS:

 Lending:
A person or organization that makes a loan That is, a lender gives money to a
borrower with the expectation of repayment in a timely manner, almost always with
interest.

 Surrogates:
A surrogate means document requirement criteria for loan approval process; Bajaj
Dedupe means there is problem occurred in the previous Bajaj loan.
BAJAJ DEDUPE:

Scheme Chart: Various types of schemes are given below:

Schemes Description

12/4 It means the 4months payment will be taken as an

advance and remaining payment will be distributed in
8 months

10/2 It means the 2 months payment will be taken as an

advance and remaining payment will be distributed
in 8 months

18/6 It means the 6 months payment will be taken as an

advance and remaining payment will be distributed
in 12 months. And it is long term scheme.

24/6 It means the 6 months payment will be taken as an

advance and remaining payment will be distributed
in 18 months. And it also long term scheme.

10/0 It means there is no any advance payment will be

taken, all payment will be distributed in 10 months.

Total Use of Sales Force Software:

"Sales force CRM is nothing short of a revolution for our sales fiancé business!" Rise in
transactions from 1500 per day during holiday season to a record 8500 in a single day,
processing one transaction every 4 sacs during peak hour with sales force CRM.

 Challenge
 Needed solution with unlimited scalability for end to end new loan underwriting and
to cross sell multiple products on existing customer database

 Specifically sought best in the business' to minimize time and resource investment in
IT and allow focus to remain on serving customers
 CHAPTER – 4
Data Analysis and Interpretation
Que 1. Are you Aware About Consumer Consumer Durable Loan Availability?
Table no 1
No of Respondent
Yes 184 92 %
No 16 8%

No Of Respondent

8%

Yes
No

92%

Graph no 2

Interpretation

Above figure clearly shows that how Bajaj company succesfully urges the cosumers
about Consumer durable loan. It is considered important because company started this
business when many big loan firm closed down its business for consumer loan
because of recession in 2008-09 whereas Bajaj were able to assess the future demand
and now you can see how in above chart that how this industry is booming.
Que2. Have you ever taken Consumer Durable Loan?

Table no 2

No of Respondent
Yes 140 70 %
No 40 20 %
Not Sure 20 10 %

No of Respondent

10%

20% Yes
No
Not Sure

70%

Graph no 2

Interpretation

Because of Consumer Durable loan facility customer can think to buy any durable
product with latest technology easily. Which wasn't the case earlier when they have to
think twice before buying tv, fridge etc, end of 20 century only higher middle class
and above people had all that CR TV, refridgerator, air conditioner etc. but above data
shows Consumer Durable loan created not only desire but also created willingness
among the consumer to purchase products.
Que 3. Do you own EMI card of Bajaj Finserv?
Table no3
No of Respondent
Yes 116 58 %
No 56 28 %
Not Sure 28 14 %

14%

yes
no
28%
58% Not Sure

Graph no 3
Interpretation

There are many reason that why Bajaj Finserv is most succesful in lending industry.
One of the most important part is its vastly higher technology and EMI card idea was
one of them, which helping them to retain their 80-90% customer. also almost 60%
Bajaj customer has EMI card, other those are not sure most of them might have card
but because of they don't often buy products they don’t carry or misplaced it.
Que 4. Which payment mode you feel is convenient to buy consume durable
products?
Table no 4
No of Respondent
Credit Card 40 20%
Bajaj 60 30 %
Cash 90 45 %
All of above 10 5 %

5%
20%
Credit Card
Bajaj
Cash
All of above
45%

30%

Graph no 4

Interpretation

By seeing above figure its seems customer more prefer to buy products on cash but its
only in numbers. It was found that 30% customer willing to buy product throgh Bajaj
Finserv While asking to another set of consumers who were quite educated in terms of
 value for money by considering all the points they highly recomanded in favour for
Emi facility.

5. Scale Effectiveness Of Bajaj EMI Card

Table no 5
No of Respondent
HDFC 10 5%
Capital First 15 7.5 %
Bajaj EMI Card 40 20 %
Other 105 52.5 %
All of above 30 15 %

60%
52.50%
50%
40%
30%
20% 20%
5% Sales
10% 7.50% 15%
0%
HDFC
Capital First Sales
Bajaj EMI
Card Other
All of above

Graph no 5

Interpretation
Response from customer for utility of EMI card says its play vital role
while taking Consumer Durable loan. More people are stuck to 4 rating
because of it certain condition are attach to it. Otherwise it is very much
accepted and effective by cosnumers.
6. Which Finance Company You Will Prefer For Consumer Durable Loan?

Table no 6
No of Respondent
HDFC 20 10 %
Capital First 46 23 %
Bajaj 124 62 %
Other 10 5%

45%
Existing
55% New

Graph no 6
Interpretations

Bajaj Finserv has fast process compare to competitors and also providing
good after sale service throgh Bajaj App, which conumer can access
 anwhere and do all the transaction like Loan Account Access, Change
Address, Pre Closer Of Loan, Complaint Logs etc.

7.Which Consumer Are Taking Loan?

Table no 7

No of Respondent

Existing 90 45 %
New 110 55 %

45%
Existing
New
55%

Graph no 7
Interpretations

Above figure is showing that still Bajaj Finserv is growing more than
50% which indiactes there are many oppourtunity coming up for Bajaj as
in today time.consumers with High Per Capita Income has more
awareness about Consumer Durable loan.
8.Most Preferable Scheme By Consumer?
Table no 8

No of Respondent

12/4 124 62 %
10/2 46 23 %
18/4 20 10 %
Promotional 10 5%

Sales

5%
10%

12-Apr
10-Feb
23% 18-Apr

62% Promotional

Graph no 8

Interpretations

12/ 4 is the most desirable scheme which most of the customer like to take. This
scheme doesn't carry any processing fee. Promotional scheme often carry
processing fee as resulting to least prefer by cutomer And more awareness about
consumer durable loan.

9. Who are competitors of Bajaj Finance?

Table no 9
No of Respondent

Reliance 80 40 %
Tata Capital 50 25 %
Bajaj Finance 60 30 %
Capital First 15 15 %

No of Respondent
40%
35%
30%
25%
20%
15%
No of Respondent
10%
5%
0%
Reliance
Tata Capital
Bajaj
Finance Capital First

Graph no 9

Interpretations
I observe that so many customers says Reliance Capital is Bajaj Competitor

10. Customer opinion about the Bajaj finance

Table no 10
No of Respondent

Good 140 70 %
Average 40 20 %
Bad 19 9.5 %
Below Avarage 1 0.5 %

140
140

120

100

80

60
40
40

20 19
0
1
Good
Average
Bad
Below Avarage

Graph no 10

Interpretations

I observed the customer was fully satisfied with the Bajaj finance. When customer

was taking loan from the Bajaj he was feeling very good.
Because Bajaj is providing goods & services to the customers that's why the customer was

given good marks to the Bajaj finance

11. Customers are satisfied with Bajaj schemes.

Table no 11
No of Respondent

Yes 150 75 %
No 50 25 %

160
140
120
100
80
60
40
20
No of Respondent
0
Yes No

Graph no 11
Interpretations

The customers are fully satisfied with the Bajaj schemes

Required documents:

 Photo Id Proof

 Residence proof

 One cancelled cheque in case of ECS

 Credit program specific documents (Any one of the following)

 Credit Card front side photocopy

 Visiting Card & Employee Id proof

 Photocopy of RC book (Not applicable for

 vehicles registered after 2004 & commercial cars)

 Bajaj Finserv Lending existing loan Repayment Loan Account Number

/ Schedule (subject to not later than 18 months old)

 Any other Bank/NBFC Repayment Schedule

 Salary Slip

 Banking Details (latest 6 months) Account Type- OD/ CC

 The following are the eligibility criteria to apply for a loan:

 If you are a salaried person your age should be between 21 years

to 60 years.

 If you are Self Employed your age should be between 23 years to

65years.
 EXPECTED CONTRIBUTION
 Bajaj Financial services also get the interest on the loans so accordingly
they can also can profits and plan the future investments.

 A lot of documentation and formalities are to be completed for raising the

loan, which requires a lot of time so the procedure of raising the loan
should be simplified to some exist.

CHAPTERISATION

Chapter Scheme
Chapter 1 Introduction of study
Chapter 2 Review of Literature
Chapter 3 Profile of the organization
Chaptyer 4 Data analysis&Interpretation
Chapter 5 Findings,Conclusion&Suggestion
 CHAPTER – 5

Findings, Suggestion And Conclusion

5.1 FINDINGS

Bajaj Finserv became necessary for almost every consumer who wants to
purchase product on credit.
 Other competitors are also slowly developing and creating business
for them. Which has been hurting Bajaj Finserv cross selling
opportunity.
 Bajaj Finserv has been rapidly growing in integrated technology.
Virtual card, Retail Finance is result of that.
 some potential customers are diverting to competitors due to low
cibil score although they had good current record
 Some EMI card holder get frustrated when they unable to get same
process outside of city
5.2 SUGGESTION

 Bajaj should revise their policy regarding cibil score.

 Bajaj should provide loan to EMI card holder from outside the city at
minimal document i.e. as per available document with consumer.

 They must increase their sales force on Festivals like diwali. gudipadwa,
independence etc which can be give them 20-25% growth in sale at store.
Because insufficient manpower at many stores leading to other finance
company taking advantage or consumer moving to other finance.

 Educate the customer that everywhere Bajaj Finserv process is

standardized, some dealer has own policy so they charge processing.
Educate the customer about Bajaj technology like Bajaj app. online.
approval which are USP of Bajaj product and by all these customer has
no need to go anywhere for his problem it could be resolved by sitting at
home only.
5.3 Learning of the student through the project
 The Study if we see the current position in finance market .The
number of financial companies are entering into the market .the
competition was so high in the finance market.

 How the bajaj will stand in the present market to giving the new offers
to the customers to stand in the market.

5.4CONTRIBUTION TO HOST ORGANOSATION

 Bajaj Financial services also get the interest on the loans so accordingly
they can also can profits and plan the future investments.

 A lot of documentation and formalities are to be completed for raising the

loan, which requires a lot of time so the procedure of raising the loan
should be simplified to some exist.
5.5 CONCLUSION

 Bajaj Finserv has very strong sales team in loan sector because it's very
challenging task to satisfy educated customer. The project gives an
insight to the awareness rate in the population of thane city.

 Due to Bajaj Finserv lending, credit card sector get booster people started
to show willingness to disposal of their income

 Bajaj Finserv now felling a pinch from their competitor specially by

capital first, HDFC
BIBLIOGRAPHY

BOOKS

 C.R.KOTHARI Research methodology, new age international publishers.

 Srivastava T.N., (2011), Business research methodology, Tata McGraw-Hill

Education private limited.

WEBSITES

 www.Bajajfinservlending.in

 www Slideshare.com

 WWW.Salesforce.com

 www.EBCO COM