A STUDY ON CUSTOMER PERCEPTION TOWARDS SHRIRAM TRANSPORT

FINANCE LIMITED

Submitted in partial fulfillment of the requirements for the award of

Bachelor of Commerce

By

YOGESH S

(40747413)

DEPARTMENT OF BUSINESS
ADMINISTRATION SCHOOL OF
MANAGEMENT STUDIES

SATHYABAMA
INSTITUTE OF SCIENCE AND TECHNOLOGY
(DEEMED TO BE UNIVERSITY)
Accredited with Grade “A” by NAAC I 12B Status by UGC I
Approved by AICTE
JEPPIAAR NAGAR, RAJIV GANDHI SALAI, CHENNAI – 600119
APRIL - 2023
 DEPARTMENT OF BUSINESS ADMINISTRATION

BONAFIDE CERTIFICATE

This is to certify that this Project Report is the bonafide work of S Yogesh ( 40740413) who
carried out the Project Traning ” Shriram Transport Finance Limited “ under our supervision for
a period of 3 months from January 2023 to March 2023.

MS M JAYASEELY
Internal guide External Guide

Dr. BHUVANESWARI .G, MBA., Ph.D

Dean – School of Management Studies

Submitted for Viva Voce Examination held on 08-05-2023 _

Internal Examiner External Examiner

 DECLARATION

I YOGESH S (40740413) hereby declare that the Project work done by me under the guidance of
MS M JAYASELLY (Internal) and MR T SURESH (External) at Shriram Transport Finance submitted
in partial fulfillment of the requirements for the award of Bachelor of Commerce

DATE: 29-04-2023

PLACE: CHENNAI SIGNATURE OF THE CANDIDATE

 ACKNOWLEDGEMENT

I am pleased to acknowledge my sincere thanks to Board of Management of SATHYABAMA

for their kind encouragement in doing this project and for completing it successfully. I am grateful to
them.

I convey my thanks to Dr. G. Bhuvaneswari, MBA., Ph.D., Dean - School of Management

Studies and Dr.A. Palani, M.Com., M.Phil., M.B.A., Ph.D., Head of the Department, Dept. of
Business Administration for providing me necessary support and details at the right time during the
progressive reviews.

I would like to express my sincere and deep sense of gratitude to my Project Guide MS M Jayaseely

for her valuable guidance, suggestions and constant encouragement paved way for the successful
completion of my project work.

I wish to express my thanks to all Teaching and Non-teaching staff members of the Department
of Business Administration who were helpful in many ways for the completion of the training.

YOGESH S
 ABSTRACT

This study aims to investigate customer perception towards Shriram transport finance in the Indian
market. A survey was conducted among Shriram transport owners across different age groups and
genders, using a structured questionnaire. The study collected data on various factors such as Finance
, quality service, brand image, and overall satisfaction levels. The results indicated that Shriram finance
are highly rated for their Finance and Financial service. However, some customers expressed
concerns regarding the high interest rates. . Overall, the study suggests that Shriram finance are
generally well-received by customers, but there is room for improvement in certain areas. The findings
of this study may be useful for Shriram finance in devising strategies to improve customer satisfaction
and gain a competitive edge in the Indian Transport market.
 TABLE OF CONTENTS

CHAPTER TITLE PAGE

NO. NO.
ABSTRACT 5

LIST OF TABLES 7

LIST OF CHARTS 8

INTRODUCTION 9

1.1 Introduction 9

1.2 Company profile 10

1.3 Statement of the Problem 15

1
1.4 Need for the Study 15

1.5 Objectives of the Study 15

1.6 Scope of the Study 16

2 2.1 REVIEW OF LITERATURE 17

RESEARCH METHODOLOGY 20

3.1 Research Design 20

3.2 Sources of Data 20

3 3.3 Structure of Questionnaire 20

3.4 Sampling technique 21

3.5 Period of the Study 21

3.6 Analytical Tools 21

DATA ANALYSIS AND INTERPRETATION 22

4 4.1 Percentage Analysis 22

FINDINGS, SUGGESTIONS AND CONCLUSION 38

5.1 Findings of the Study 38

5
5.2 Suggestions 39

5.3 Conclusion 39

REFERENCES 40

ANNEXURE (Questionnaire) 41
 LIST OF TABLES

TABLE NO. PARTICULARS PAGE NO.

4.1 Age wise classification 22

4.2 Gender wise classification 23

4.3 Occupation wise classification 24

4.4 Respondents for Aware of STFC 25

4.5 Respondents for Own a HCV 26

4.6 Respondents come to know about company 27

4.7 Respondents for get Finance quickly from STFC 28

4.8 Respondents for Interest rates at STFC 29

4.9 Documentation process at STFC 30

4.10 Borrow loan from STFC 31

4.11 Respondents approach the executives of STFC for Finance 32

4.12 Repayment system of STFC 33

4.13 Recommended STFC to others 34

4.14 Respondents take finance in near future from STFC 35

4.15 Comparsion with other finance company 36

4.16 Ratings financial services 37

 LIST OF CHARTS

CHART NO. PARTICULARS PAGE NO.

4.1 Age 22

4.2 Gender 23

4.3 Occupation 24

4.4 Aware of STFC 25

4.5 Own a HCV 26

4.6 Respondents come to know about company 27

4.7 Finance quickly from STFC 28

4.8 Interest rates at STFC 29

4.9 Documentation process at STFC 30

4.10 Borrow loan from STFC 31

4.11 Respondents approach the executives of STFC for 32

Finance
4.12 Repayment system of STFC 33

4.13 Recommended STFC to others 34

4.14 Respondents take finance in near future from STFC 35

4.15 Comparsion with other finance company 36

4.16 Ratings financial services 37

 CHAPTER 1

1.1 INTRODUCTION ON THE PERCEPTION OF CUSTOMERS TOWARDS

SHRIRAM TRANSPORT COMPANY LIMITED.

Like any other Financial products, sales of giving finance is largely dependent on how well company
plans out their marketing strategies which helps to increase visibility and build a distinct brand image.
Looking at the intense competition it is become very necessary for company to make a name for
themselves in consumers mind. So the opinion of customers play an important role in making
marketing strategies. Hence this study will provide the company to what customers perceive about
STFC. It will also help to find out the brand image of STFC in the minds of customers. India is
emerging as a global automobile giant. In recent years this industry has made pioneering efforts in
adopting modern technology and allowing the entry of foreign players. This is well supported by the
economic conditions particularly in the financial sector and in foreign direct investment. During the last
decade, conscious efforts have been made to fine-tune state policy to enable the Indian automobile
industry realizes its potential to the fullest. The freeing of the industry from this restrictive environment
has helped it to itself to global development.

Increasing competition as result of liberalization has led to continuous modernization as well as

international standards. Moreover, auto finance with aggressive marketing strategies has played a bid
role in boosting the automobile demand. Commercial vehicles, widely considered being the economy’s
barometer, have had a good start for the year. They've mastered the art of providing a broad variety of
services throughout time. Originally conceived to meet the requirements of savers and investors,
NBFCs have evolved into organizations that may offer services comparable to banks. There are a
number of reasons behind the expansion of NBFCs in India. Their services are customized for each
customer. Some of the key reasons for the expansion of NBFCs have been the extensive regulation of
the banking sector and the lack of or comparatively lesser degree of regulation over NBFCs. Some
studies have shown a correlation between economic growth and the expansion of NBFCs.
1.2 COMPANY PROFILE

Established in the year 1974, the Shriram Group, comprising 750 Branches and Service Centres, in
India's premier financial services chain. This company is the largest player in Truck Financing and Chit
funds in the Indian subcontinent. The group, having an annual turnover of Rs. 6,000 crore (USD 1.3
billion), has a significant presence in the Insurance Consultancy, Consumer Durable Finance and
Stock Broking businesses. It also have diversified investments in areas such as Information
Technology, Pharmaceuticals, Property Development, Project Engineering, Packaging and Auto
Component It employ over 11,000 employees across the countries that are committed to providing
excellent customer service. It also have over 75,000 agents nationwide who reach out to its c ustomers
in even the most remote areas. The Shriram Group's business ventures are built on providing the most
efficient and customer-focused services based on the simple principle of putting people first. This
'People First' business philosophy has earned them unstinted customer loyalty through many
generations
.

STFC decided to finance the much neglected Small Truck Owner. Shriram understood the power of
‘Aspiration’ much before marketing based on ‘Aspiration’ became fashionable. Shriram started lending
to the Small Truck Owner to buy new trucks. But we found a mismatch between the Aspiration and
Ability. The Truck Operator was honest but the Equity at his command was not sufficient to suppor the
credit levels required to buy a new truck. The company has a network of 488 branches and service
centers. The company is one of the largest asset financing NBFCs in India with a niche presence in
financing pre–owned trucks and Small Truck Owners (STOs).
The company is a part of the “SHRIRAM” conglomerate which has significant presence in financial
services viz., commercial vehicle financing business, consumer finance, life and general insurance,
stock broking, chit funds and distribution of financial products such as life and general insurance
products and units of mutual funds. Apart from these financial services, the group is also present in
non–financial services business such as property development, engineering projects and information
technology.
HISTORY AND MILESTONE:

APRIL 2005:

Shriram Group attracts largest Venture Capital Investment in the Indian non-banking financial

sector, from Overseas

JULY 2004:

UTI Bank picks up equity stake in two Shriram Group companies

17MARCH 2003:

Shriram Investment Limited received the Mother Teresa Award for Corporate Citizenship.

DECEMBER2002

Shriram Group enters into strategic alliance with Citicorp Finance and Cummins auto services
Cummins Auto Services

31AUGUST2002
Shriram Group ties up with UTI Bank for Retail Truck Financing

Scheme to offer low cost loans for purchase of new or used trucks to transport

operators.

7MAY2002

Ms. Akhila Srinivasan awarded as the "Outstanding Woman Professional" for the year 2002

4FEBRUARY2000

Shriram Recon Trucks incorporated as India's first corporate network for selling reconditioned

Used trucks.

15DECEMBER1999

Medicorp, the flagship company of Shriram group’s pharmacy division became the first Indian

company to win the Indian Drug Manufacturers Association

27 MARCH1986

Shriram City Union Finance Ltd. Incorporated for cars and two-

wheelers.

12MARCH198

Shriram Investments Ltd. Incorporated

13JUNE1979

Shriram Transport Finance Company Ltd. Incorporated

PRODUCT PROFILE

1. TRUCK FINANCE

 Shriram Truck Financing Companies. The wheels of progress.

 Largest NBFC in the country exclusively engaged in financing of heavy commercial vehicles.
 Monopoly position in financing of used vehicles.
 All India presence with a branch network of 260 offices and employing over 4000 people.
 Growing at the rate of 30% per annum.
 Funds managed – Rs 6000 crores.
 Equity investors - Citicorp, UTI Banks, Reliance Capital and FMO Netherlands haveadded
tremendous value and strength.
 Venture capital firm Chris capital joins as a strategic partner by acquiring 21% equity.

We entered the Consumer Durable Finance business in early 2002 through 'Shriram City
Union Finance Ltd., the consumer finance arm of the group. Within a short span of 2 years, we have
managed a portfolio of over Rs.584 crore. Our monthly business amounts to over Rs.25 crore in
individual loans, ranging from as little as Rs.8,000 to Rs.1,00,000, and with tenures ranging from 12
months to 36 months. Since its inception, we have financed over 2,15,000 white goods and two-
wheelers, with over 90% of the business arising out of the non-metro markets. This financing is
backed by lines of credit extended by ICICI Bank, UTI Bank and Development Credit.

2. CONSUMER FINANCE

We entered the consumer Durable Finance Business in early 2002. Through Shriram City
Union Finance Ltd. The consumer arm of the group. Within a short span of 2 years, we have
managed a profile of over rest 684 crores in this business. Our monthly business amounts to
over Rs. 25 crores in individual loans, ranging from as little as Rs. 8000 to Rs. 100000 and with
tenures ranging from 12 months to 36 months. This financing is backed by lines of credit extended
by ICICI Band, UTI Bank and DevelopmentCredit
 3.CHIT FUNDS
Shriram chits is the largest chits fund in the country. We have grown to become a trusted
household investment option. The growth registered by Shriram Chits recent years not only
indicated the usefulness of this savings instrument, but is also a reflection our customers trust in.
Chits one of the earliest investment instrument known to man, were founded by the enlightened
communities of India. These have, ever since, worked to the advantages of communities that are
batting scarce capital resource. Shriram chits started its operations in the year 1974 with a single
branch that has quickly grown into trusted household name for making chits a viable form of
saving and borrowing to all sections of the social Shriram chits operates in four states. Tamil
Nadu, Andhra Pradesh, Karnataka and Maharashtra, where has a reputation for timely
disbursement of funds and excellent customer services which differentiates it from other
companies.

4. GENERAL INSURANCE

Shriram group has adopted a two strategy in this segment.

1. Broking arm – Armur Consultants – floated in year 2002
2. Retail Marketing Arm: Ski marketing floated in year 2001.

Armur Consultants Private Limited:

Armur consultant is engaged in insurance broking in corporate insurance markets and has already
aggregated business volumes in excess of Rs. 200 crores ($ 44 million) in premiums.
Amour consultant comprises a team of distinguished professionals from insurance, finance, law and
other management discipline, who have vast business and managerial experience. The company has
handled major claims for renowned clients. There have been several claim cases that were won even
in the arbitration stage. The term at Armur Consultants begins with an in depth evaluation of the client
company’s business environment. The company’ risk profile is then studied. Based on the results of
these evaluations. The team then suggests the most cost effective, integrated insurance package that
is perfectly suited to the company’s risk profile.
1.3 STATEMENT OF THE PROBLEM

“ To study the customer perception towards Shriram transport finance limited ”

1.4 NEED FOR THE STUDY

 Research methodology is mainly needed for the purpose of framing the research
process and the designs and tools that are to be used for the project purpose.
 Research methodology helps to find the customer experience base for the product.
 This time research methodology is framed for the purpose of finding the level of customer
perception and changing trends of the customer expectations.

1.5 OBJECTIVES OF THE STUDY

PRIMARY OBJECTIVE

 To know the perception of customers towards SHRIRAM TRANSPORT FINANCE COMPANY to

improve the quality of services.

SECONDARY OBJECTIVE
 To study whether the customers are satisfied with the present services of the company.
 Factors considered in selecting SHRIRAM TRANSPORT FINANCE COMPANY to take finance for
HCV (Truck).
 To study the behaviour of executives of SHRIRAM TRANSPORT FINANCE COMPANY towards
customers.
 .To know suggestions and opinions from customers regarding the improvement of services.
1.6 SCOPE FOR THE STUDY

 To know the perception of customers towards SHRIRAM TRANSPORT FINANCE COMPANY to

improve the quality of services.
 The study will help the company to make proper marketing strategy for their weaker areas.
 . To study the behaviour of executives of SHRIRAM TRANSPORT FINANCE COMPANY towards
customer .
 To seek suggestions and opinions from customer regarding the improvement of services.
 CHAPTER – 2

2.1 INTRODUCTION TO REVIEW OF LITERATURE

Hasriman Kaur A. and Dr. Bhawdeep Singh Tanghi (2013) analyzed that NBFCs played an
essential role in terms of macroeconomic prospective as well as strengthening the structure of the
Indian monetary system. Consolidation in the sector and better regulatory structure has become
more focused.

Dr. Amardeep (2013) analysed that “The role of NBFCs in creation of productive national assets
can hardly be undermined. This is more than evident from the fact that most of the developed
economies in the world have relied heavily on lease finance route in their development process”.

Dr. Yogesh Maheshwari (2013) in his paper state that “Changing Monetary scenario have
opened up opportunities for NBFCs to expand their global presence through self -expansion
strategic alliance etc. The Monetary reforms have brought Indian Monetary system closer to global
standards”.

Sornaganesh and Maria Navis Soris17 (2013) B “A Fundamental Analysis of NBFCs in India” in
‘Outreach’. The study was made to analyze the performance of five NBFCs in India. The annual
reports of these companies are evaluated so as to ascertain investments, loans disbursed,
growth, return, risk, etc. To sum up, the study is concluded that the NBFCs are earning good
margins on all the loans and their financial efficiency is good.

Jency (2017) tried to learn the performance of non-banking financial institutions. She has found
that the NBFC sector assumes a critical role in financial inclusion as it caters to a wide range of
financial activities particularly in areas where commercial banks have limited penetration.
Moreover, the profitability of NBFCs has risen significantly than that of commercial banks.

Akanksha Goel in her article in ‘ELK Asia Pacific Journal’ studied the growth prospects of NBFCs
in India.
Sunita yadav in her article in ‘International journal of recent scientific research’ studied the
financial performance of selected NBFCs on parameters like Net profit ratio, Return on
Investment, Annual growth rate etc.

Ranjan kshetrimayum in his article in ‘A journal of Radix International educational and research
consortium’ studied the evolution, growth and development of NBFCs in India.

Shollapur M.R in his article in ‘The Indian Journal of Commerce’ has revived concept of NBFCs.
As per him the abstract NBFCs constituted a significant part of financial system and compliment the
service provide by commercial bank in India. The efficiency of financial services and flexibilities
helped them build a large body of client including small borrower and bigger corporate
establishment. The pace of financial liberalization has a intensified the competition. As a result,
there has been a shift towards strategic perspective marketing process of NBFCs. This
perspective enable them to predict the future impact of change and help to move out of week area
and grab new opportunity .

R.M Srivastava & Divya Nigam in his book Management of Indian Financial Institution
background material for economic growth and financial institution, types of financial institution,
recent trend Indian financial market. He put enfaces on the fact that the money market has
passed through a phase of substantial adjustment and advancement in recent year.

K.C Shekhar & Lakshmy Shekhar in his book has explain role of NBFCs in India has shown
rapid development especially in 1990 owing to their high degree of orientation towards consumers
and implication of section requirement. The role of NBFCs as effective financial intermediaries
arise has been well recognized as they have inherent abilities to take quicker decision, assume
risk and customize their services provided by bank and market the components on a conceptual
basis.

E. N. Murty suggests the advantage and outlook of NBFCs. In remarkable surgeon under
stringent production like prudential limit and capital adequacy just like M&M Finance, DBS Chula,
Sundaram Finance Sri Ram Transport Finance etc. In outlook NBFCs has been searching for
avenue for future growth, if they get regulatory treatment on for with the bank. So that large NBFC
will be converting and making available credit to credit.
L M Bhole in his book define the NBFCs perform a diversified range of function and other various
financial services to individual, corporate and institutional client. It also play positive role in
accessing certain depositor segment and clearing credit requirement of borrowers. It also
discussing the major financial market in India .

Shashi K. Gupta, Nisha Gupta & Neeti Gupta in his book define money market is an opportunity
for balancing the short-term surplus fund of the investor with the short-term requirement to
borrowers. Another feature of money market is that they are liquid with varying degree. It also
defines NBFCs play an important role in financial intermediaries because they can take quick
decision making assume greater risks and design their product to the need of customer.

Kantawala, (1997), in his study “Financial Performance of Non-Banking Finance Companies in

India”, examined the performance of non-banking financial companies for the period from 1985-86
to 1994-95. Based on secondary data collected from different RBI bulletins regarding financial and
investment companies, the study concluded that there was a significant difference in the
profitability ratios, leverage ratios, and liquidity ratios of various categories of NBFCs. When two
categories were compared, the selected ratios were not statistically different from each other in
majority of the cases. When all the companies were taken together, null hypothesis was accepted
for only three ratios, indicating thereby that there was no significant difference. From this, it can be
inferred that the ratios for all categories of NBFCs were generally different from each other.
 CHAPTER 3

3.1 RESEARCH METHODOLOGY

Research methods are the techniques and tools by which you research a subject or a topic. Research
methodology involves the learning of various techniques to conduct research and acquiring knowledge
to perform tests, experiments, surveys, and critical analysis

3.2 RESEARCH DESIGN

Descriptive research is a study designed to depict the participants in an accurate way.

More simply put, descriptive research is all about describing people who take part in
the study..

3.3 SOURCES OF DATA COLLECTION

PRIMARY DATA

This includes designing questionnaires for collection of data through google form study,
collecting data from target respondents, processing and analyzing the data and arriving at
conclusions. Questionnaire given to 130 respondents.

SECONDARY DATA

This data is collected from the book from journals, newspapers, magazines and online information.,
Interviewing with the owners of trucks

3.4 STRUCTURE OF QUESTIONNAIRE

Questionnaire was divided into two sections. First part was designed to know the
general information about customers and the second part contained the respondent‘s
opinions about customer‘s experience
3.5 SAMPLING TECHNIQUE

Convenience sampling method

A convenience sample is one of the main types of non-probability sampling methods.

A convenience sample is made up of people who are easy to reach

3.6 PERIOD OF THE STUDY

The period of study is For 3 months

3.7 TOOLS OF ANALYSIS

PERCENTAGE ANALYSIS
Percentage analysis is applied to create a contingency table from the frequency distribution and
represent the collected data for better understanding. Percentage analysis was done, and the
bar diagram and pie Figure were generated

.
 CHAPTER 4

4.1 PERCENTAGE ANALYSIS AND INTERPRETATION

TABLE 4.1

Age wise classification of the respondents

AGE NO OF PERCENTAGE
RESPONDENTS
18 – 24 8 6.2 %

25 - 31 7 5.4 %

32 - 38 38 29.2 %

39 - 45 61 46.9 %

Above 45 16 12.3 %

CHART 4.1

INTERPRETATION

From the above data it was found that 46.9 % respondents were between the age of 39 – 45 , 32 – 38
were 46.9 %,Above 45 were 12.3% , 18 – 24 were 6.2 % , 25 – 21 were 5.4 %.

INFERENCE
Majority 46.9 % of the respondents are age between 39 – 45 years
TABLE 4.2
Gender wise classification of the respondents

GENDER NO OF PERCENTAGE
RESPONDENTS

Male 121 93.1 %

Female 9 6.9 %

TOTAl 130 100 %

CHART 4.2 Respondents of gender

INTERPRETATION

From the above data it was found that 93.1 % were male and 6.9 % were Female

INFERENCE

Majority 93.1% of the respondents are Male.

TABLE 4.3

Occupation wise classification of the respondents

OCCUPATION NO OF RESPONDENTS PERCENTAGE

Business 30 23.1 %

Employee 15 11.5 %

Student 15 11.5 %

Professional 70 53.8 %

CHART 4.3

OCCUPATION
80
70
60
50
40 NO OF RESPONDENTS
30 PERCENTAGE
20
10
23.10% 11.50% 11.50% 53.80%
0
Business Employee Student Professional

INTERPRETATION
From the above data it was found that 53.8 % were Professional , 23.1 % were business , 11.5 % were
both Employee and student

INFERENCE
Majority 53.8% of the respondents are Professional
TABLE 4.4

Are you aware of STFC of respondents

PARTICULARS NO OF RESPONDENTS PERCENTAGE

Yes 119 91.5 %

No 11 8.5 %

CHART 4.4

INTERPRETATION
From the above data it was found 91.5 % respondent for aware of STFC and 8.5 % were No

INFERENCE
Majority 91.5% of the respondents are aware of STFC.
TABLE 4.5
Do you own a HCV of respondents

PARTICULARS NO OF RESPONDENT PERCENTAGE

Yes 118 90.8 %

No 12 9.2 %

CHART 4.5

INTERPRETATION
From that above data it was found that 90.8 % own a Heavy consumer vehicle and 9.2 % were No

INFERENCE
Majority 90.8 % of the respondents are own a HCV
TABLE 4.6

How did you come to know abouth this company ?

PARTICULARS NO OF RESPONDENT PERCENTAGE

Friends 58 44.4 %

Agents 29 22.3 %

Self Experience 17 13.1 %

Others 26 20 %

CHART 4.6

KNOW THE COMPANY

70
60
50
40
NO OF RESPONDENTS
30
PERCENTAGE
20
10
44.40% 22.30% 13.10% 20%
0
Friends Agents Self Others
experience

INTERPRETATION

From the above data it was found that 44.4 % respondents were friends , 22.3 % were agents , 20%
were others and 13.1 % were self experience

INFERENCES
Majority 44.4% of the respondents know the company by their friends
TABLE 4.7

Do you get the Finance quickly from STFC ?

PARTICULARS NO OF RESONDENT PERCENTAGE

Yes 118 90.8 %

No 12 9.2 %

CHART 4.7

INTERPRETATION

From the above data it was found that 90.8 % respondents getting the finance quickly from the STFC
and 9.2 % were No

INFERENCES
Majority 90.8% of the respondents get finance quickly from STFC
TABLE 4.8

What do you feel about the interest rates at STFC?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

Very High 17 13.1 %

High 65 50 %
Moderate 25 19.2 %

Low 23 17.7 %

CHART 4.8

INTEREST RATE
70

60

50

40
NO OF RESPONDENTS
30
PERCENTAGE
20

10
13.10% 50% 19.20% 17.70%
0
Very high High Moderate Low

INTERPRETATION
From the above data it was found that 50% of the respondents feel interest rate are high at STFC, were 19.2 %
were feel Moderate, 17.7 % were feel low and 13.1 % were feel very High.

INFERENCES
Majority 50% of the respondents feel high interest rates at STFC.
TABLE 4.9

Are you satisfied with the documentation process at STFC ?

PARTICULARS NO OF RESONDENT PERCENTAGE

Yes 118 90.8 %

No 12 9.2 %

CHART 4.9

INTERPRETATION

From the above data it was found that 90.8 % of the respondents were satisfied with the
documentation process at STFC and 9.2 % were Not Satisfied

INFERENCES
.
Majority 90.8 % of the respondents are satisfied with the documentation process at STFC.
TABLE 4.10

What are the features that attracted you to borrow loan from STFC ?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

Low interest rate 19 28.5 %

Quick Finance 47 36.2 %

Easy documentation 37 28.5 %

Low EMI 27 20.8 %

CHART 4.10

BORROW LOAN
50
40
30
20
10 28.50% 36.20% 28.50% 20.80% NO OF RESPONDENTS
0 PERCENTAGE

INTERPRETATION
From the above given data it was found that 36.2 % of the respondents are attracted by Quick finance,
28.5 % were both attracted by Low interest rate and Easy documentation , 20.8% were attracted by
Low EMI

INFERENCES

Majority 36.2 % of the respondents are attracted by quick finance to borrow loan from STFC.
TABLE 4.11

What is your experience when you approach the executives of STFC for finance of HCV ?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

Very Good 30 23.1 %
Good 92 70.8 %
Very Bad 2 2%
Bad 6 4.1 %

CHART 4.11

APPROACH EXECUTIVES OF STFC

100
90
80
70
60
50 NO OF RESPONDENTS
40 PERCENTAGE
30
20 70.80%
10 23.10% 2% 4.10%
0
Very good Good Very bad Bad

INTERPRETATION
From the above data it was found that 70.8 % of the respondents were got good experience when they
approach the executives of STFC ,23.1 % were experienced very good ,4.1 % were experienced bad
and 2 % were experienced Very bad

INFERNECES

Majority 70.8 % of the respondents are got good experience when they approach executives
TABLE 4.12

Are you satisfied with the repayment system of STFC ?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

Satisfied 119 91.5 %

Dis Satisfied 11 8.5 %

CHART 4.12

INTERPRETATION

From the above data it was found that 91.5 % were satisfied with the repayment system of STFC and
8.5 % were dis Satisfied.

INFERENCES

Majority 91.5% of the respondents are satisfied with repayment system of STFC
TABLE 4.13

Do you recommend STFC to others ?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

Yes 114 87.7 %

No 16 12.3 %

CHART 4.13

INTERPRETATION

From the above data it was found that 87.7 % of the respondents were recommended STFC to other
and 12.3 % were not recommended to other

INFERENCES

Majority 87.7 % of the respondents are recommended STFC to others.

TABLE 4.14

Do you intend to take finance in near future from STFC ?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

Satisfied 119 91.5 %

Dis Satisfied 11 8.5 %

CHART 4.14

INTERPRETATION

From the above data it was found that 91.5 % of the respondents were satisfied to take finance in near
finance from STFC and 8.5 % were dis satisfied.

INFERENCES

Majority 91.5 % of the respondents are satisfied to take finance in near future from STFC.
TABLE 4.15

Whether comparsion of Shriram finance with Other finance is better ?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

Strongly agree 16 12.3 %

Agree 98 75.4 %

Dis agree 13 10 %

Strongly disagree 3 2.3 %

TABLE 4.15

COMPARSION WITH OTHER FINANCE

120
75.40%
100

80

60 NO OF RESPONDENTS
PERCENTAGE
40

12.30% 10%
20 2.30%
0
Strongly agree Agree Dis agree Strongly disagree

INTERPRETATION

From the above data it was found that 75.4 % of the respondents were agree that shriram transport
finance is better than other finance , 12.3 % were strongly agree , 10 % were dis agree and 2.3 % were
Strongly dis agree.

INFERENCES

Majority 75.4 % of the respondents are agree that STFC is better than other finances.
TABLE 4.16

How would you rate the Financial services provided by Shriram finance ?

RATINGS NO OF PERCENTAGE
RESPONDENTS
1 1 0.8 %
2 0 0%
3 0 0%
4 0 0%
5 3 2.3 %
6 5 3.8%
7 28 21.5 %
8 48 36.9 %
9 36 27.7 %
10 9 6.9 %

CHART 4.16

RATINGS
60
36.90%
50
40 21.50% 27.70%
RATINGS
30
NO OF RESPONDENTS
20 6.90%
PERCENTAGE
10 2.30% 3.80%
0.80% 0% 0% 0%
0
1 2 3 4 5 6 7 8 9 10

INTERPRETATION

Most 36.9 % of people an overall rating of 8 , 27.7 % gave 9 , 21.5 % gave 7 , 6.9 % gave 10 , 3.8 %
gave 6 , ,2.3 % gave 5 and 0.8 % gave by 1 .

INFERENCES

Majority 36.9 % of the respondents are rated 8 for the services provide by STFC.
 CHAPTER 5

FINDINGS ,SUGGESTION AND CONCLUSIONS

5.1 FINDINGS

 Majority ( 46.9 %) of the respondents are age between 39 to 45 years

 Majority ( 93.1 %) of the respondents are Male.

 Majority (53.8 %) of the respondents are Professional.

 Majority (91.5 %) of the respondents are aware of STFC.

 Majority ( 90.8 %) of the respondents are own a HCV.

 Majority ( 44.4 %) of the respondents know the company by their Friend.

 Majority (90.8 %) of the respondents get Finance quickly from STFC.

 Majority (50 % ) of the respondents feel High interest rates at STFC.

 Majority ( 90.8 %) of the respondents are satisfied with the documentation process at STFC.

 Majority (36.2 % ) of the respondents are attracted by Quick finance to borrow loan from
STFC.

 Majority (70.8 %) of the respondents are got good experience when they approach executives.

 Majority ( 91.5 %) of the respondents are satisfied with repayment system of STFC.

 Majority ( 87.7 %) of the respondents are recommended STFC to others.

 Majority ( 91.5 % ) of the respondents are satisfied to take finance in near future from STFC

 Majority ( 75.4 %) of the respondents are agree that STFC is better than other finances.

 Majority (36.9 %) of the respondents are rated 8 for the services provided by STFC..
15.2 SUGGESTIONS

1.The firm should tap the un-tapped locations & market. This will help them in increasing the business.
Rural places are advised
2.The company should bring down their interest rates compared to other competitor rates.
3.The STFC should increase their seizing period from 3 months to 4 months during slack season if the
customers fails to pay their instalments.
4. The brand awareness campaigns should be conducted. The firm should work on its Advertisements.
5. Number of customers complaints should be reduced, because always cost is associated in solving
these problems

15.3 CONCLUSION

SHRIRAM TRANSPORT FINANCE COMPANY LIMITED is the Non-Banking Financial Company in the
Indian scenario and it is the leader with monopoly position in financing for Heavy Commerci al Vehicles
Less than anticipated growth in the face of intensifying competition and rising costs, can hardly be
expected to get the company foaming. By seeing the observations most of the customers are having
positive perception towards Shriram Transport Finance Company Limited and are satisfied with their
services such as Quick finance, Easy documentation process etc. The company is progressing
continously in the field of finance as Non-Banking Finance Company to compete with other Financial
as well as Non-banking financial institutions.
 REFERENCE

 Deepak kumar and p. srinivasasuresh(2017), An overview of non-banking financial

companies in India- -international journal of recent scientific research vol. 8, issue, 8, pp. 19127-
19144, august, 2017-issn: 0976-3031

 Devendra M (2017), Asset-liability management of select commercial banks in India,

department of commerce svu college of commerce, management & computer science
srivenkateswara university Tirupati.

 Sathyakala (2017), A study on asset liability management of new generation private sector
banks in india -faculty of management sciences, anna university, chennai

 Basappav(2017). AAsset-liability management in regional rural banks – a case study of

karnatakavikasgrameena bank, dharwad - kapparashetty -p.g. department of studies in
commerce Karnatak University, dharwad.

 Munir&bustaman (2017), Camel ratio on profitability banking performance – (malaysia and

indonesia), international journal of management, innovation &entrepreneurial research- eissn
2395-7662,vol-3,no-1,– pg 30-39

 SanthoshiKumari, G. Prasad, M. S. V.IUP Journal of Accounting Research & Audit Practices ,

Apr2017, Vol. 16 Issue 2, p43-70. 28p.

 Memmel, Christoph, 2017. "Why do banks bear interest rate risk?," Discussion Papers
35/2017, Deutsche Bundesbank.

 Manoj Verma(2016), Asset and Liability Management of Commercial Banks- -Institute of

Management Studies and Research MaharshiDayanand University, Rohtak (Haryana).
 ANNEXURE – I

"A Study on Customer Perception towards Shriram Transport Finance".

1. Age

a. 18 – 24 b. 25-31 c. 32- 38 d. 39-45 e. Above 45

2. Gender

a. Male b. Female

3. Occupation

a.Business b. Employee c. Student d. Professional

4.Do you own a Heavy consumer vehicle?

a. STFC b. Tata finance c. Co-op banks d. others

5.Are you aware of STFC?

a. Yes b. No

6.How did you come to know about this company?

a. Friends b. Agents c.Self experience d. others

7.Do you get the finance quickly from STFC?

a. Yes b. No

8.What do you feel about the interest rates at STFC?

a. Very high b. High c.Moderate d. Low

9. Are you satisfied with the documentation process at STFC?

a. Yes b. No

10. What are the features that attracted you to borrow loan from STFC?

a. Low intertest rate b. Quick finance

c. Easy documentation d. Low EMI

11 .What is your experience when you approach the executives of STFC for finance of Heavy

Consumer vehicle?

a. Very good b. Good c. Very bad d. Bad

12 .Are you satisfied with the repayment system of STFC?

a. Satisfied b. Dis-Satisfied

13. Do you recommend STFC to others ?

a. Yes b. No

14 Do you intend to take finance in near future from STFC?

a. Yes b.No

15 .Whether comparison of STFC with other finance is better?

a. Strongly agree b. Agree c. Disagree d.Strongly disagree

16 .How would you rate the financial services provided by the Shriram transport finance company ? {

From 1 is bad to 10 is very good }

1( ) 2( ) 3( ) 4( ) 5( ) 6( ) 7( ) 8( ) 9( ) 10( )