INTERNSHIP PROJECT REPORT

ON
“A study on changing customer experience from cash to finance “

In MBA program at
IMED
BHARATI VIDYAPEETH
PUNE

SUBMITTED TO:
BAJAJ FINSERV

SUBMITTED BY:
DR ANNESHA PAL
(MBA-HR 1st Year Roll No 09)

Start Date: 13th August 2019 End Date: 18th August 2019

Supervisors: Amol Rathod, Mrunal Dhasal HR: Vipul

 ACKNOWLEDGEMENT

We wish to acknowledgment the help of all those who have provided me information,
guidance and other help during our training period. Without their help it would have been
difficult for us to have reached this state of completion of our project report.

We are very thankful to MR. VIPUL and MR AMOL SIR for giving me their valuable

advice and guidance towards fulfillment of the project. In writing this project report, we have

drawn on thoughts from a variety of discipline that has bearing on the different facts of the

topics.

We would like to give heartily thanks to IMED, Pune to give us an opportunity to learn
something practical apart from books by including the in-plant training in our MBA
PROGRAM.

We are also thankful to all our family members and our friends who are help to make this
project successfully.
 CERTIFICATE

This is to certify that the project titled “A study on changing customer experience from
cash to finance” an approved record of work done by Dr. Annesha Pal (MBA HR, Roll No
9) as a part of 5 days’ internship program in Bajaj Finserv.

Name:

Date:
 INDEX

Chapter TOPIC PAGE

No. No.
ACKNOWLEDGEMENT I
CERTIFICATE II
EXECUTIVE SUMMARY III
SWOT ANALYSIS IV
CONCLUSION & RECOMMENDATIONS V
 EXECUTIVE SUMMARY

Indian retail sector is witnessing one of the most hectic Marketing activities of all
times. The companies are fighting to win the hearts of customer who is ‘God’ said by the
business tycoons. There is always a ‘first mover advantage’ in an upcoming sector. Here, that
advantage goes to “BAJAJ FINSERV” and its collaboration with various retail sectors like
Reliance and CROMA Ltd. It has brought about many changes in the buying habits of people
from using cash to cashless and taking financial aid. It has created formats, which provides all
items under one roof at low rates, or so it claims! In this project, we have studied the
transformational journey of the customer’s experience from with cash to cashless.

The project titled ‘A research study on changing customer experience from cash to
finance’ helps us to understand the effect of promotional strategy undertaken by Bajaj Allianz
on their consumer durable services which is responsible for attracting customers towards
increase of sales in CROMA. This study is helpful to the management to improve the present
promotional strategy so that more and more customers may opt for availability of easy EMI
and other funding for consumer sales.

During the project I have analyzed major financial areas of Bajaj with its peer group and
observed their trend with respect to the Industry trend which helped me to gain better insight
of market condition of these companies. All major schemes and policies was explained which
can be provided to the customers. My practical work started with placing me at CROMA Store,
Phoenix mall, where I have learned basic things about consumer durable goods and how it is
offered to customers initially with officials from Baja team. I had to go daily from morning
11:00 am to evening 8:00 pm. Where I have to deal with the customer and tell them about 0%
finance plan, benefits of EMI card, cashback policies which is available easily on almost all
brands of consumer durable goods. Time to Time I have asked the customers for their
suggestions and feedback to improve this service in better way. This process helped me to
understand customer behavior and a way to approach them. As customers are of different types
with different attitude, so overall this experience was good for me.
 SWOT ANALYSIS
Helpful
to achieving the objective
Strengths
 Highly experienced sales executives.

(attributes of the system)
Good relaltionship with stores sales
Internal origin
person & management.
 Proper set up for Customer handling
with less work disruption for sales.
 Well defined luring schemes to
attract customers.
 More schemes than competitors.
 Experienced staff helps its customers
to choose the best suitable schemes
according to their requirements.
Opportunities
 Untapped market above other
(attributes of the environment)
lending companies.
 
External origin
The growing and improvised schemes
in market.
 Growing demand for 0% financial
schemes specially in Emerging
market.
 Proposing to launch more other
financial schemes.
 More advertising to increase brand
visibility.
 It can also expand gloabally.
Harmful
to achieving the objective
Weaknesses
 Uneven schemes for customers. Need
more flexibility as per customer
requirement.
 More strict policy than competitors.
 It still hasn’t been able to reach across
all the major cities which might be a
potential market.
 Despite having a strong presence in
India, it faces market share competition
from international as well as
unorganized market.
Threats
 The competition catches up any new
innovation in no time.
Threat of other financial lenders lioke
future finance etc offering the same
scheme benefits.
 Most of the customers in our country
still prefers to buy with cash rather
than lending schemes.
 CONCLUSION
The study has helped to understand about the various lending schemes offered by Bajaj
Finserv to customers of various retail sectors like Croma, Reliance etc. The majority
percentage of the customer footfalls in the stores go for either cash payment or digital full
payment. More education through promotion using social media, pamphlets are required to
bring customer awareness about these various lending schemes at 0% EMI payment,
Cashback policies. This will surely attract the customers and increase the sales.

RECOMMENDATIONS

 Unawareness of customer about 0% finance scheme. Therefore, Bajaj should make its
customers aware about the new schemes.
 Customer thinking that Bajaj will take some hidden charges from them, if they take
loan at 0% from Bajaj. This can be possible by removing wrong myth in the minds of
the customers. Therefore, Bajaj should promote them as a good brand.
 More scheme plan should be incorporated for non-Credit card user as they are more in
number and are more prospecting customer.