A

Project Report on

“TO STUDY AND ANALYZE THE CONSUMER BEHAVIOR

TOWARDS EMI CARD”

At

BY

Submitted by: Pranjay Chauhan

Under the guidance of

SAGAR GURAV

(ASM)

Submitted to

SAVITRIBAI PHULE PUNE UNIVERSTY

(Formerly University of Pune)

2019-2021

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Company certificate
College Certificate

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 ACKNOWLEDGEMENT

I take this opportunity to express my deep sense of gratitude to all those have contributed

significantly by sharing their knowledge and experiences in the completion of this project

work. I am greatly obliged to several people for providing me with the right kind of

opportunity and facility to complete this project

My first and foremost note of thanks to Mr. Abhishek Singh (Area Sales Manager) For

the valuable support given to me during the entire phase of the project.

I would also like to thank all the employees of Bajaj Finance Ltd. For their valuable

support given to me whenever I have needed.

I am extremely thankful to Mr. Animesh Kumar - my internal faculty guide under

whose guideless this project work was carried out. I thank him for his continuous

support and mentoring during the tenure of the project.

PRANJAY CHAUHAN
Sr. Contents Page
No. No

1 Introduction

2 Executive Summary

3 Objective of the study

4 Company/Organization profile

5 Product Profile

6 Research Methodology

7 Data Analysis, Data Interpretation

8 Findings

9 Conclusion/Learning

10 Recommendation

11 Reference

Questionnaire
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 PROJECT SYNOPSIS
Project Title :TO STUDY AND ANALYZE THE CASH PROCESS OF
BAJAJ FINSERV

Company Name : BAJAJ FINSERV

Student Name : Pranjay Chauhan

Student Roll No : MBA19J18

Guide Name : Sagar Gurav , Sunil Satar

Project Guide Designation: ASSISTANT SALES MANAGER , SALES

MANAGER

Confidential Report (Yes/No) : NO

Duration of project : 45 DAYS

 INTRODUCTION

1. What is this Project is all about?

To inspects the different outlets of BAJAJ Fiserv REMI and figure out the performance

of the stores in terms of footfalls and number of the transaction. To make dealers

aware about benefits of EMI dealership facility in their store. The project is done under

the part of Pune only.

Also to guide the staff about having proper knowledge regarding their latest incentives

and offers so they can perform well for them and the company also so they both can

get more benefits. This requires meeting with partners, retailers and asking them for

whether customers are aware of EMI financing on apparels, are existing

cardholders making purchase via EMI cards or not, whether customers who don’t

have EMI card are showing any interest in buying EMI card , how is the market

condition like footfall in the store, checking weather card swipe machine is

working properly or not to doing smooth flow of transaction, providing them all the

necessary visibility materials which they need and taking their valuable feedback to

my corporate guide.

2. The relevance of this topic.

The topic to study on consumer behaviour using EMI scheme in the retail market which

I choose is very important because the topic defines the market study of EMI card that

people uses or not. We can know that the awareness of EMI card in the market is what

up to level. In this topic, we can learn the market situation about the customer is using

EMI/finance or not, what they want. So accordingly we can plan the market study.
 EXECUTIVE SUMMARY

The project titled “TO STUDY AND ANALYZE THE CONSUMER BEHAVIOR
TOWARDS EMI CARD” in Pune city.

The prime objective is to study about the EMI structure of Bajaj Finserv, to find why
company is providing consumer durable loans at 0% EMI, how company is earning its
profit and what attracts the customers.

This research is based on primary as well secondary data, however primary data collection
was more important. Research has been done by primary data collection, and primary data
has been collected by interacting with sales executives and sales managers, and it was
constructed in a manner of getting maximum information from the sales executive.
Secondary data has been collected from company annual report and database.

The project also focuses the loan procedure and its approval by studying the cases and
records of the company, which documents are necessary for approval of loan. Through this
project, the researcher has learnt how to give a loan on consumer durable products and how
to solve difficulties about the documentation. The project deals with EMI structure of the
company, the company has all plans. Like- 3 months, 6 months and 9 months.

The sales executives of the company have an app called “BFL – MERCHANT APP”.
The sales executives use this app to know status of customers. Like- Credit Limit, Status
of Card (Block or Cancelled) and Type of card.

While internship I have to deal with the customers and tell them about 0% finance plan
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.
 Objectives of the study

1. To find out awareness level about EMI card in the mind of the customer.

2. To analyze the requirement of the retailer in order to provide(quick) service to

the customer

3. To study promotional strategies of Bajaj Fiserv and to find out new strategies

in order to make people/retailers aware about EMI card.

 Sector Profile (Service Sector)

The service sector is an important part of the economy. The service sector, also called
tertiary sector, is the third of the three traditional economic sectors. The other two are the
primary sector, which covers areas such as farming, mining and fishing; and the secondary
sector which covers manufacturing and making things. The service sector provides a
service, not an actual product that could be held in your hand. The service sector consists
of the production of services instead of end products. Services (also known as "intangible
goods") include attention, advice, access, experience, discussion, and affective labour. The
production of information has long been regarded as a service, but some economists now
attribute it to a fourth sector, the quaternary sector.

Examples of tertiary industries may include the following:

 Entertainment

 Government

 Telecommunication

 Hospitality industry/tourism

 Mass media

 Healthcare/hospitals

Service Sector in India

The service sector is not only the dominant sector in India’s GDP, but has also attracted
significant foreign investment flows, contributed significantly to exports as well as
provided large-scale employment. India’s service sector covers a wide variety of activities
such as trade, hotel and restaurants, transport, storage and communication, financing,
insurance, real estate, business services, community, social and personal services, and
services associated with construction.

The services sector is the key driver of India’s economic growth. The sector contributed
around 54.17 per cent of its Gross Value Added in 2018-19 and employed 28.6 per cent
of the total population. Net service exports stood at US$ 60.25 billion in April-December
2018 while the sector attracted 60.7 per cent of India’s total FDI inflows.

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 COMPANY AND PRODUCT PROFILE

“Do whatever you think best, but be best at whatever you do”

RAHUL BAJAJ, CHAIRMAN – BAJAJ GROUP

What started off as a sugar manufacturing factory in 1931 has grown to become one of the

country’s largest business houses with activities that encompass a whole range of

industries, spanning automobiles (two- wheelers and three wheelers), home appliances,

lighting, iron and steel, insurance, travel and finance.

At the turn of the new millennium, this conglomerate is ranked amongst one of the largest

business family in India by the Centre for Monitoring Indian Economy (CMIE). It has

under its umbrella over 25 companies and strength of over 25000 employees.

Bajaj Finserv was formed in April 2007 as a result of its demerger from Bajaj Auto

Limited to further the Group’s interests in financial services. This demerger enabled Bajaj

Finserv to independently run the core businesses of Lending, Insurance and Wealth

Advisory.
At Bajaj Finserv, they believe that good is the enemy of great. It is this belief that shapes

everything they do. Constantly reducing time and effort for the consumer, their wide

portfolio and innovative solutions are designed to make customers life pursuits hassle-free.

1) Finance

Bajaj Finance Limited is the consumer finance lending arm of Baja Finserv Limited. It is

the most diversified non-bank in the country, the largest financier of consumer durables in

India and one of most profitable firms in the category.

2) Insurance

Bajaj Finserv Limited forayed into insurance through a joint venture with Allianz SE,

Germany, and formed Bajaj Allianz Life Insurance Company Limited and Bajaj Allianz

General Insurance Company Limited. Allianz SE has over 119 years of financial

experience and is present in over 70 countries around the world.

3) Wealth

Bajaj Finserv Wealth Management provides simple and effective long-term financial

planning concepts and tools for assisting their customers in making informed decisions for

their saving and investment needs.

4) Finance

Bajaj Finance Limited is the consumer finance lending arm of Baja Finserv Limited. It is

the most diversified non-bank in the country, the largest financier of consumer durables in

India and one of most profitable firms in the category.

HISTORY OF BAJAJ FINSERV LTD
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HISTORY OF BAJAJ FINSERV LTD

BAJAJ FOUNDING FATHER

Shri Jamnalal Bajaj (4 November 1889 to 11 February 1942) was an industrialist, a

philanthropist, and freedom fighter. He was a close associate and follower of Mahatma
Gandhi who is known to have adopted him as his fifth son.

He founded the Bajaj Group of companies in 1926 which now has 24 companies, including
6 listed once. Shri Jamnalal Bajaj was born into a poor Marwari family, the third son of
Kaniram and Birdibai, and was later adopted as a grandson by Seth Bachhraj and his wife
Sadibai Bachhraj a rich Rajasthani merchant couple of Wardha.

Under the guidance of Seth Bachhraj, Jamnalalji got involved in the family and acquired
the know-how of being a tradesman-keeping strict accounts and buying and selling
commodities excelling in his work by the time Seth Bachhraj expired.

In 1926 he founded what would become the Bajaj group of industries. During the First
World War, the British government appointed Jamnalal an honorary magistrate. When he
provided money for the war fund, they conferred on him the title of Rai Bahadur, a title
he later surrendered during the non-co-operation movement of 1921.
Upon Gandhiji’s return from South Africa, Jamnalalji took an interest in Gandhiji's way of
life, his principles, such as Ahinsa (non-violence), and his dedication to the poor he could
understand Gandhi's vision that home-made goods were the answer to India's poverty and
strongly advocated that cause while touring the length and breadth of India promoting
Khadi.
3.1 Structure of Bajaj Finserv

Sr. No SECTORS PRODUCTS

1 FINANCE SERVICES Consumer Durable

2 INSURANCE Alliance SE, Germany,

3 LIFE INSURANCE Bajaj Allianz Life Insurance

4 WEALTH MANAGEMENT Financial planning concept and tools

5 ASSET MANAGEMENT Fixed Asset and Current Asset

6 LIFE STYLE Loans and Apparels

Table No- 3.2.1(Structure of Bajaj Finserv)

3.2 BOARD OF DIRECTORS OF BAJAJ GROUP

RAHUL BAJAJ

(Chairman of Bajaj Group)

NANOO PAMNANI

(Vice Chairman & Independent Director of Bajaj Group)

SANJIV BAJAJ

(Vice Chairman of Bajaj Group)

RAJEEV JAIN

(Managing Director of Bajaj Group & C.E.O of Bajaj Fin.)

MADHUR BAJAJ

(Director of Bajaj Group)

3.3 FUTURE PLANS OF THE COMPANY

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. Rajeev 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.
3.5 PRODUCT PROFILE

BAJAJ FINANCE LIMITED

Consumer Small Business Commercial Wealth Distribution

Lending Lending Lending Management Services

Consumer Business Loans Infrastructure Term Deposits CRISIL

durable loans Lending Rating
Two-Wheeler Loan against Auto Component Life Insurance Co-Branded
Property Vendor Lending Distribution Credit Cards

EMI Cards Home loans Large Value Lease General Insurance Property
Rental Discounting Distribution Search Srv.

Personal Loans Loans against Promoter Loans Mutual Fund Financial Fit
Security Against Securities Distribution Report
Gold Loans Lease
Rental
Discounting
ABF Refinancing
Home Loans

Figure No- 3.5.1 Company’s Product Profile

Bajaj Finserv Lending offers loans for various needs. They offer loans for Bajaj Auto Two
Wheelers under the name of Bajaj Auto Finance Ltd. They 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.

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 Apart from being a well-recognized organization, they pride us for holding the highest
credit rating of FAAA/stable other than any NBFC in the country today.

The product offerings include Consumer Durable Loans, Loan against Property, Small
Business Loans, Two and Three wheelers Loans, Construction Equipment Loans, Loans
against Securities and Insurance Services.

Products Covered:

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

over 101 cities across India. A customer can use his Bajaj Finserv’s EMI card when he
does shop in any of partnered shopping stores. Here under is the list of type of products
covered.

 Grocery Products
Like- Grains, Oil Packets, Rice, etc. All the products which comes under grocery.
 Clothing
Like- T-shirts, Pants, Jackets, etc. All the products which comes under clothing.
 Electronics
Like- Washing Machines, LED/LCD/CTV, Laptops/Desktops (Select),
Smart phones (Select), etc.

Partner Shopping Stores

1) Big Bazaar

2) Brand Factory

3) Central Mall

4) E-zone

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All the above listed shopping stores are the part of Future Group and Bajaj Finserv has
tied up with future group on 21 June 2016 to provide easy EMI to customers on groceries
to household essentials of up to ₹ 3 lakhs.
3.6 Bajaj Finserv EMI cards (Easy Monthly Instalments)

 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 their commitment to investing in growing their
relationship with our existing customers.

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

Advantages of EMI Cards

 The Bajaj finance providing good opportunity to customers by offering EMI card to
the customers. Card holder customers are not requiring bringing 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 months.
 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 lifestyle 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 amount
assigned to BFL at the time of we are taking a Consumer Durable or lifestyle
product loan. This loan amount varies from ₹30,000 to ₹1,25,000/-.

 We can use the EMI card at any partner retail outlets of Bajaj Finserv across 65
cities in India.

Sample of Receipt after payment through Bajaj Finserv’s EMI Card-

Loan Amount

Tenure

EMI Amount

Due Date of First Instalment

Name of the Customer

Figure No- 3.6.1 (Sample Receipt)
 How to apply for an EMI Card

1. Online:

If the customer is an existing customer and eligible for an EMI Card, then he/she can apply
through the customer portal. All he/she have to do is make an online payment of Rs.399
and the EMI Card will be sent to you within 2 weeks.

2. Offline:

Customer can apply for an EMI Card when he/she purchase electronics, gadgets or lifestyle
products on easy EMIs through any of our partner stores on EMI Network.
 CHAPTER- IV
LITERATURE SURVEY
4.1 Literature Survey

Interest Rate Volatility and Home Mortgage Loans

Faik Koray and Eric T

The US economy has experienced substantial fluctuations in real and nominal interest rates
since the 1970s. This article investigates empirically the relationship between home
mortgage loans and volatility in mortgage rates for the period 1971:02 to 2003:03.
Contrary to common wisdom, we find a positive relationship between mortgage rate
volatility and home mortgage loans. Further investigation indicates that this is due to
volatility in the bond market. In times of high interest volatility, households disinvest in
government securities and invest in real assets, which yields a positive relationship
between mortgage rate volatility and home mortgage loans.

Is the Savings and Loan Industry Facing

Extinction? Stephen F. Borde

In May 1991 Stephen F. Bottle had studied about the “Is the Savings and Loan Industry
Facing Extinction?” This article tells about the saving and loan crisis. Proposed solutions
are discussed in the context of the industry as it currently stands. With a somewhat similar
lability structure to that of banks (mainly short-term deposits), the asset structure of S&Ls
is quite different. Whereas banks assets consist of short-term loans. S&L assets consist
largely of long-term loans, such as hone ownership mortgages. Therefore, in the absence of
adequate hedging measures. S&Ls are more vulnerable to interest rate risk which can lead
to lower profits when interest rates rise.

Loan portfolios are loans that have been made or bought by institutions. The value of a
loan portfolio depends not only on the interest rates earned on the loans, but also on the
quality or like hood that interest and principle will be paid. Thus, they are held for
repayment. Loan portfolios are the major asset of banks which need thrift like any other
lending. The loan portfolio is typically the largest asset and the predominate source of
revenue. As such it is one of the greatest sources of risk to a bank’s safety and soundness.

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 The downside of 0% interest EMI schemes
Abhishek Agarwal Co-Founder & CEO of CreditVidya
In financial parlance, you should never borrow to consume and worse if you are
splurging on some electronic gadgets just to catch up with peers. The basic tenets of
financial planning suggest that you should not borrow to splurge. It can overburden and
may limit any scope to borrow for something essential. However, things are changing
and sometimes people prefer to buy things by borrowing if they increase their efficiency
or save their time. For example, working women want to own a microwave oven and a
sales executive want to own a smart phone. And banks sensed an opportunity in this.

They introduced dedicated schemes to sell these products to customers who can borrow.
The only glitch here is that they are wrongly called 0% EMI schemes, where the
consumers get the impression that they are not paying any interest. Banks were making
consumers either pay down payments and service charges that would take care of the
interest due on the money paid to product manufacturers or they were negotiating
discounts deals with product manufactures, wherein the discounts were not passed on to
the customers. In both cases, RBI feels that customer interests are compromised. Hence
the regulator asked the bank to stop these deals immediately.

For many customers who were planning to buy a new LED TV or have decided to
upgrade their smart phone in the festive season that started with Ganapati Festival, it
was the bad news. If you too belong to this segment of consumers do not lose heart. RBI
has done the right thing for you. Now you may not get the 0% EMI offer you were
waiting for. But you will surely see some efforts to offer transparent deals by both the
banks and the product manufacturers. Manufactures may offer the same discounts to you
that were earlier available to banks. Banks can still offer funding to you on credit cards
and through personal loans.

So, this festive season make it a point that you will protect your CIBIL score, by being
within your limits. RBI has helped you on this journey by helping you to take the first
step by abolishing 0% EMI schemes and bringing down the temptation in front of you.
Now, the next step has to be from you to safeguard your financial goal and create a
spotless credit profile.
 CHAPTER- V
OBJECTIVES AND SCOPE OF
STUDY
5.1 OBJECTIVES OF THE STUDY

 The company has newly started this business of providing loans at 0% EMI on
consumer durable goods. Because of which it is necessary to find out the EMI
structure of Bajaj Finserv.

 To find out the reason of providing 0% EMI loans.

 To find out how company is earning profit.

 To find out how the company is recovering its losses.

 To know the awareness of EMI facility among customers.

 To know what company is doing to increase the awareness of EMI facility among
customers.

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5.2 Scope of study

 Current position is dominant by Bajaj Finserv in consumer loan but now many
competitors are entering in the market which is reducing new customer penetration
of Bajaj Finserv.

 How Bajaj Finserv diversified its business model in consumer loan with new
product/services and offer.

 How company will focus on its EMI structure. Specially HDFC bank who provide
the benefit of credit card to the customer.

 The study was conducted at BAJAJ Finserv in Big Bazaar and Brand Factory.

 What is the opinion of people regarding the EMI structure of the company.

 The company provides EMI loans on consumer durable goods. How the company
is capable of providing these loans.
 CHAPTER- VI
RESEARCH METHODOLOGY
6.1 Research

Research in common parlance refers to a search for knowledge. One can also define
research as a scientific and systematic search for pertinent information on a specific topic.

In fact, research is an art of scientific investigation. Dictionary definition of research is a

careful investigation or inquiry specially through search for new facts in any branch of
knowledge.

Some people consider research as a movement from the known to the unknown. It is
actually a voyage of discovery. We all possess the vital instinct of inquisitiveness.

When the unknown confronts us, more and more our inquisitiveness makes us probe and
attain understanding of the unknown. This inquisitiveness is the mother of all knowledge
and the method, which one employs for obtaining the knowledge of whatever the
unknown, can be termed as research.

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6.2 Types of Research

Research can be classified in many different ways on the basis of the methodology of
research, the knowledge it creates, the user group, the research problem it investigates etc.

1) Basic Research
This research is conducted largely for the enhancement of knowledge and is research
which does not have immediate commercial potential. The research which is done for
human welfare, animal welfare and plant kingdom welfare. It is called basic, pure,
fundamental research. The main motivation here is to expand man's knowledge, not to
create or invent something. According to Travers, “Basic Research is designed to add to
an organized body of scientific knowledge and does not necessarily produce results of
immediate practical value.

2) Applied Research

Applied research is designed to solve practical problems of the modern world, rather than
to acquire knowledge for knowledge's sake. The goal of applied research is to improve the
human condition. It focuses on analysis and solving social and real-life problems. This
research is generally conducted on a large-scale basis and is expensive. As such, it is often
conducted with the support of some financing agency like the national government, public
corporation, world bank, UNICEF, UGC, Etc. According to Hunt, “applied research is an
investigation for ways of using scientific knowledge to solve practical problems” for
example: - improve agriculture crop production, treat or cure a specific disease, improve
the energy efficiency of homes, offices, how can communication among workers in large
companies be improved

3) Problem oriented research

Research is done by industry apex body for sorting out problems faced by all the
companies. E.g.: - WTO does problem-oriented research for developing countries, in
India agriculture and processed food export development authority (APEDA) conduct
regular research for the benefit of Agri-industry.

• As the name indicates, Problem identifying researches are undertaken to know the
exact nature of problem that is required to be solved.
• Here, one clarification is needed when we use the term ‘Problem’, it is not a problem in
true sense. It is usually a decision-making dilemma, or it is a need to tackle a particular
business situation.

• It could be a difficulty or an opportunity.

4) Quantitative Research

This research is based on numeric figures or numbers. Quantitative research aims to

measure the quantity or amount and compares it with past records and tries to project for
future period. In social sciences, “quantitative research refers to the systematic empirical
investigation of quantitative properties and phenomena and their relationships”. The
objective of quantitative research is to develop and employ mathematical models, theories
or hypothesis pertaining to phenomena.

5) Descriptive Research
Descriptive research can be used to accomplish a wide variety of research objectives.
Descriptive research includes surveys and fact- finding enquiries of different kinds. The
main characteristic of this method is that the researcher has no control over the variables;
he can only report what has happened or what is happening. The characteristics used to
describe the situation or population are usually some kind of categorical scheme also
known as descriptive categories

Selected Type of Research

Descriptive Research

I have selected “Descriptive Research” type for my research.

6.3 Research Design

The formidable problem that follows the task of defining the research problem is the
preparation of a design of the research project, popularly known as “research design”.

A research design is the arrangement of conditions for collections for collection and
analysis of data in a manner that aims to combine relevance to the research purpose with
economy in procedure.

In fact, the research design is the conceptual structure within which research is conducted;
it constitutes the blueprint for the collection, measurement and analysis of data.

As such the design includes an outline of what the researcher will do from writing the
hypothesis and its operational implications to the final analysis of data. More explicitly, the
design happens to be in respect of:

i) What is the study about?

ii) Why is the study being made?

iii) Where will the study be carried out?

iv) What type of data is required?

v) Where can the required be found?

vi) What periods of time will the study include?

vii) What will be the sample design?

viii) What techniques of data collection will be used?

ix) How will the data be analysed?

x) In what style will the report be prepared?

6.4 Methods of Research

Observation Method - In this process of EMI purchase and how the sales executive and
the sale manager work was observed. How they were processing the EMI purchase of
the customer. How they were helping the customer complete his or her EMI purchase.

Questionnaires Method – This method included questionnaires which was asked to the
sales executives at counters and customers of Bajaj Finserv.

6.5 Types of Data

Primary Data:

Primary data is that which is collected by sociologists themselves during their own
research using research tools such as experiments, survey questionnaires, interviews and
observation.

Primary data can take a quantitative or statistical form, e.g. charts, graphs, diagrams and
tables. It is essential to interpret and evaluate this type of data with care. In particular, look
at how the data is organized in terms of scale.

Is it organized into percentages, hundreds, thousands, etc. Is it a snapshot of a particular

year or is it focusing on trends across a number of years? Primary data can also be
qualitative, e.g. extracts from the conversations of those being studied.

Some researchers present their arguments virtually entirely in the words of their subject
matter. Consequently, the data speaks for itself and readers are encouraged to make their
own judgements. Primary data is the data collected by the researcher himself. I have used
the following sources of data in this project work.

 In my research the primary data collections was mainly done through

the questionnaires to sales executive, I meet the respondents personally
and requested to answer my questions for the requirement of my study.
 Secondary data:

Secondary data is data collected by someone other than the user. Common sources of
secondary data for social science include censuses organizational records and data
collected through qualitative methodologies or qualitative research. Primary data, by
contrast, are collected by the investigator conducting the research.

Secondary data analysis saves time that would otherwise be spent collecting data and,
particularly in the case of quantitative data, provides larger and higher-quality databases
that would be unfeasible for any individual researcher to collect on their own.

In addition, analysts of social and economic change consider secondary data

essential, since it is impossible to conduct a new survey that can adequately capture
past change and/or developments.

 Data collected from store

 Web information
6.6 Sampling Design

A sample design is a definite plan for obtaining a sample from a given population. It refers
to the technique or the procedure the researcher would adopt in selecting items for the
sample. Sample design may as well lay down the number of items to be included in the
sample i.e., the size of the sample.

Sample design is determined before data are collected. There are many sample designs
from which a researcher can choose. Some designs are relatively more precise and easier to
apply than others. Researcher must select/prepare a sample design which should be reliable
and appropriate to his research study.
6.7 Types of Sampling Designs

i) Non- probability Sampling-

Non- probability sampling is that sampling procedure which does not afford any basis for
estimating the probability that each item in the population has of being included in the
sample. Non- probability sampling is also known by different names such as deliberate
sample, purposive sampling and judgement sampling.

ii) Probability Sampling-

Probability sampling is also known as ‘random sampling’ or ‘change sampling’. Under this
sampling design, every item of the universe has an equal chance of inclusion in the sample.
It is, so to say, a lottery method in which individual units are picked up from the whole
group not deliberately but by some mechanical process. Here it is blind chance alone that
determines whether one item or the other is selected.

iii) Complex Random Sampling Designs-

Complex random sampling designs are probability sampling done with restricted sampling
techniques. They are also called mixed sampling designs as they tend to combine
probability and non-probability sampling procedures during sample selection.
6.8 Selected type of Sampling-

 Non- Probability Sampling-

Non-probability sampling is a sampling technique where the samples are gathered in a

process that does not give all the individuals in the population equal chances of being
selected.

So, I have the questions to the selected group of people.

1) Those customers how have Bajaj Finserv’s EMI card.

2) Sales Executive of Bajaj Finserv in the stores.

I selected this type of sampling because the people I chose are those customers who uses
Bajaj Finserv’s EMI cards and the sales executives who have information about the
company.
6.9 Data Collection and Analysis

Data Collection

Data collection is the process of gathering and measuring information on variables of

interest, in an established systematic fashion that enables one to answer stated research
questions, test hypotheses, and evaluate outcomes. The data collection component of
research is common to all fields of study including physical and social sciences,
humanities, business, etc. While methods vary by discipline, the emphasis on ensuring
accurate and honest collection remains the same.

The importance of ensuring accurate and appropriate data collection

Regardless of the field of study or preference for defining data (quantitative or qualitative),
accurate data collection is essential to maintaining the integrity of research. Both the
selection of appropriate data collection instruments (existing, modified, or newly
developed) and clearly delineated instructions for their correct use reduce the likelihood of
errors occurring.

Consequences from improperly collected data include

 inability to answer research questions accurately

 inability to repeat and validate the study
 distorted findings resulting in wasted resources
 misleading other researchers to pursue fruitless avenues of investigation
 compromising decisions for public policy
 causing harm to human participants and animal subjects

While the degree of impact from faulty data collection may vary by discipline and the
nature of investigation, there is the potential to cause disproportionate harm when these
research results are used to support public policy recommendations.
 Methods of Data Collection

1) Interviews

 Interviews can be conducted in person or over the telephone

 Interviews can be done formally (structured), semi-structured, or informally
 Questions should be focused, clear, and encourage open-ended responses
 Interviews are mainly qualitative in nature

2) Questionnaires and Surveys

 Responses can be analysed with quantitative methods by assigning

numerical values to Likert-type scales
 Results are generally easier (than qualitative techniques) to analyse
 Pre-test/Post-test can be compared and analysed

3) Observations

 Allows for the study of the dynamics of a situation, frequency counts of

target behaviours, or other behaviours as indicated by needs of the evaluation
 Good source for providing additional information about a particular group, can use
video to provide documentation
 Can produce qualitative (e.g., narrative data) and quantitative data (e.g., frequency
counts, mean length of interactions, and instructional time)

4)Focus Groups

 A facilitated group interview with individuals that have something in common

 Gathers information about combined perspectives and opinions
 Responses are often coded into categories and analysed thematically
5) Ethnographies, Oral History, and Case Studies

 Involves studying a single phenomenon

 Examines people in their natural settings
 Uses a combination of techniques such as observation, interviews, and surveys
 Ethnography is a more holistic approach to evaluation
 Researcher can become a confounding variable

6) Documents and Records

 Consists of examining existing data in the form of databases, meeting minutes,

reports, attendance logs, financial records, newsletters, etc.
 This can be an inexpensive way to gather information but may be an
incomplete data source.

I selected “Questionnaires and Surveys” method for data collection in this project report.
I prepare a questionnaire of 10 questions and this questionnaire are filled by the customers
those who have Bajaj Finserv’s EMI cards.

Data Analysis

Data analysis, also known as analysis of data or data analytics, is a process of inspecting,
cleansing, transforming, and modelling data with the goal of discovering useful
information, suggesting conclusions, and supporting decision-making. Data analysis has
multiple facets and approaches, encompassing diverse techniques under a variety of
names, in different business, science, and social science domains.

I did the data analysis of data which had collected through “Questionnaires and Survey”
for this project report.
6.10 Limitations of Study

 Sometimes sales executive uses to give wrong information during survey.

 The data is collected from one or two stores only.

 Sometimes the customers are not that much cooperative.

 Sometimes the sales executive doesn’t know the accurate information.

 The area was very limited for doing the survey.

 Lack of available and/or reliable data.

 CHAPTER- VII
DATA ANALYSIS AND
INTERPRETATION
Q1) Knowledge about EMI structure of Bajaj Finserv in different stores?

Table No- 7.1 (Knowledge about EMI structure)

Serial No. Particulars No. of Respondents Percentage (%)
1 Yes 23 77
2 No 2 6
3 Less Knowledge 5 17
Total 30 100

Figure No- 7.1

Response
17%

6%

77%

Yes,NoLess Knowledge

Interpretation of Graph
Sales Executives have knowledge about EMI structure, but very few sales executives those
who were freshers they do not have knowledge, or they have less knowledge about EMI
structure.

47
Q2) Reason behind providing 0% EMI loan on consumer durable loans?

Table No- 7.2 (Reason behind 0% EMI Loans)

Serial No. Particulars Yes No

1 Attracting 28 2
Customers
2 Marketing of 22 8
Product
3 Easy payment of 18 12
loans for customers

Figure No- 7.2

Response
3028

25
22

20 18

15
12

10 8

5
2

0
Attracting Customers Marketing of Product Easy payment of loans for
customers

YesNo

Interpretation of Graph
Through the above data collected the results which came out was that the major reason for
providing 0% EMI loan on consumer durables is for “Attracting Customers”.
Q3) What attracts the customers to use Bajaj Finserv’s EMI card?

Table No- 7.3 (Attraction of Customers)

Serial No. Particulars Yes No

1 0% EMI Loans 30 0
2 Cashless 12 18
Transections
3 Quick Payments 5 25

Figure No- 7.3

35

30
Response
30

25
25

20
18

15
12

10

5
5

0
0
0% EMI Loans Cashless Transections Quick Payments

YesNo

Interpretation of Graph
The above result shows that the “0% EMI loans” attracts the customers to use Bajaj
Finserv’s EMI cards. Maximum customers are attracted towards the 0% EMI Loans on
consumer durables.
Q4) Do you have any problem regarding manpower?

Table No- 7.4(Manpower Problem)

Serial No. Particulars No of Respondent Percentage (%)

1 Yes 10 34
2 No 20 66
Total 30 100

Figure No- 7.4

Response

34%

66%

YesNo

Interpretation of Graph
This graph shows that in many stores have problem regarding
manpower. Many of the counters faced manpower problem during
festive season. And during summer seasons.
Q5) Does everyone in your team know about EMI structure of Bajaj Finserv?

Table No- 7.5 (No. of member know about EMI structure in a Team)

Serial No. Particulars No. of Respondent Percentage (%)

1 Yes 25 83
2 No 5 17
Total 30 100

Figure No- 7.5

Response
17%

83%

YesNo

Interpretation of Graph
This graph shows that in few stores that in few stores the sales executives didn’t knew
about the Bajaj Finserv’s EMI structure. They were fresher’s and didn’t knew much about
the EMI structure.
Q6) How is the customer care support of Bajaj Finserv?

Table No- 7.6(Customer care Support)

Serial No. Particulars No of Respondent Percentage (%)

1 Excellent 18 60
2 Very Good 7 23
3 Good 2 7
4 Bad 3 10
5 Very Bad 0 0
Total 30 100

Figure No-7.6

Response

10% 0%

7%

23%
60%

ExcellentVery GoodGoodBadVery Bad

Interpretation of Graph
The above graph result shows that customer support of Bajaj Finserv is Excellent for
maximum customers and other customers voted according to their experiences.
Q7) Do you own an EMI card of Bajaj Finserv?

Table No-7.7(EMI Card of Bajaj Finserv)

Serial No. Particulars No. of Respondent Percentage (%)

1 Yes 17 57
2 No 7 23
3 Not Sure 6 20
Total 30 100

Figure No- 7.7

Response

20%

57%
23%

Yes,NoNot Sure

Interpretation of Graph
The above result shows that 57% of customers uses EMI cards of Bajaj Finserv. Other those are not
sure most of them might have card but because of they don’t often pay through EMI card or
misplaced it.
Q8) Which section of consumer is taking loan?

Table No- 7.8(Section of Consumer taking loan)

Serial No. Particulars No. of Respondent Percentage (%)

1 New 17 57
2 Existing 13 43
Total 30 100

Figure No-7.8

Response

43%

57%

NewExisting

Interpretation of Graph
The above result shows that more than 50% of customers those who are new customers are
taking loans from Bajaj Finserv. Which indicates there are many opportunities coming up
for Bajaj as in today’s time. Consumer with high per capita income has more awareness
about “Consumer Durable Loans”.
Q9) Are you aware about consumer durable loans of Bajaj Finserv?

Table No-7.9(Awareness of consumer durable loans)

Serial No. Particulars No. of Respondent Percentage (%)

1 Yes 22 73
2 No 8 27
Total 30 100

Figure No-7.9

Response

27%

73%

YesNo

Interpretation of Graph
The above result shows that 73% of the customers knows about consumer durable loans of
Bajaj Finserv.
Q10) Which payment mode you feel is convenient to buy Consumer Durable Products?

Table No-7.10(Convenient Way)

Serial No. Particulars No. of Respondent Percentage (%)
1 Cash/Debit Card 14 34
2 Bajaj EMI 8 33
3 Credit Card 6 25
4 All of Above 2 8
Total 30 100

Figure No-7.10

Response
8%

34%
25%

33%
Cash/Debit CardBajaj EMICredit CardAll of Above

Interpretation of Graph
By seeing above result it seems customer more prefer to buy products on cash but its only
in numbers. It was found that 30% customer willing to buy product through Bajaj Finserv.
While asking to another set of consumers who were quite educated in terms of value of
money by considering all the points, they highly recommended in favour for EMI facility.
 CHAPTER-VIII
OBSERVATIONS AND FINDINGS
8.1 Observations and Findings

 Bajaj Finserv is providing loans at 0% EMI. Which attracts the customers to pay
through Bajaj Finserv’s EMI cards.

 Bajaj Finserv has its sales executives at every partnered shopping stores. These
sales executives help the customers if they face any problem during payment
through Bajaj Finserv’s EMI cards.

 The minimum purchasing amount of ₹5000 is needed to pay through

Bajaj Finserv’s EMI card.

 The company provides exciting offers during any festive seasons.

 Once the customer does payment from Bajaj Finserv’s Emi card then he/she
get 3 instalments dates on which amount is automatically deducted from their
bank account which is linked with their EMI card.

 During my internship many customers asked how to obtain Bajaj Finserv’s

EMI cards because the company is not able to provide physical cards. So,
company come up with virtual card facility.

 The customer care support of the company is very effective they solve the
problems very quickly.

 The company provides 0% EMI loans on all types of grocery products

and electronic products.

 The company wants to increase its consumer base. So, the company has a
future plan that it will make partnership with Paytm and Mobikwik to providing
EMI cards on the spot by using their Aadhaar data.

 Every sales executive gets a target everyday which he has complete on that
specific day.

 They sales executives reports to the sales managers at the end of the day about
the performance of that day.

 The loan facility is only provided to that customers whose addresses are inside the
territory of Pune Mahanagar Palika.

58
CHAPTER- IX
CONCLUSION
9.1 Conclusion

 Company seems to be doing quite well and its customer’s base seems satisfied. It
has a lot of potential in this sector only if it is able to tap the untapped market
and do more market penetration.

 When the customer does payment of shopping with Bajaj Finserv’s EMI card the
total amount gets divided into 3 instalments equally and the 1st instalments amount
gets deducted automatically from the linked bank a/c with EMI card of the
customer likewise other two instalments also.

 0% EMI consumer durable loans attract the customers to do shopping with Bajaj
Finserv’s EMI cards.

 The customers who uses the Bajaj Finserv’s EMI cards are quite educated because
of which they know the benefits of the card. The company is focusing on providing
better offers to attract the customers.

 The company’s 0% EMI loans option is available at every store which has tie-up
with the Bajaj Finserv company. Customers are willing to use Bajaj Finserv’s EMI
cards for shopping, but the company is unable to provide physical cards to the
customers.

 The EMI structure of Bajaj Finserv company is the company provides loans at 0%
EMI, but the company gives this EMI option or 0% EMI loan on the minimum
purchase of ₹5000.

 The Bajaj Finserv gets 6% of the amount which was contributed by the same
company (Bajaj Finserv) in per day business of the tie-up company (Future
Group).

60
 CHAPTER-X
SUGGESTIONS AND
RECOMMENDATION
10.1 Suggestion

 The company can find other way to provide cards.

 The company should focus on how stores are providing information about the
company’s schemes.

 The company should keep strict watch on every sales executive.

 The company can provide better customer care support and online facilities to the
customers.

 The company can provide better offers to attract the customers.

 The company should focus during festive seasons.

62
10.2 Recommendations

 The company can provide digital card or Virtual cards to customers by which the
customer base of the company will increase. The company can provide on the spot
digital cards just by taking the customer’s mobile number.

 The company can invest some amount of money on stores. So, they will provide
right information about the company’s schemes to customers. Because, many of
the customers don’t know that they can use EMI card in that XYZ store.

 The company can do sudden inspection in the stores. So, the company will know
what their sales executives are doing.

 The company should start a 24x7 customer care no. the customers have to wait for
5 to 10 min to talk customer care executive. So, the company can provide more
customer care numbers. The company can provide better online facilities online
like- applying EMI card online, available credit balance, etc.

 The company can provide some offers to customers. Like- (1) ₹500 cashback
on minimum purchase of ₹5000. (2) Get 2 free movie tickets on purchase of
₹5000, etc.

 The company can increase the no. of sale executive per stores in festive
seasons. Like- 2 sales executives /stores. The company can provide better offers
and cashbacks. The can focus on advertising in stores and television during
festive seasons.
CHAPTER-XI
ANNEXURE
11.1 Sample Questionnaire
Questionnaire
Name: - Contact No: -

Q1) Knowledge about EMI structure of Bajaj Finserv in different stores?

Yes, No Less Knowledge

Q2) Reason behind providing 0% EMI loan on consumer durable loans?

i) Attracting Customers Yes / No

ii) Marketing of Product Yes / No

iii) Easy Payment of Loans for Customers Yes / No

Q3) What attracts the customers to use Bajaj Finserv’s EMI card?

i) 0% EMI Loans Yes / No

ii) Cashless Transections Yes / No

iii) Quick Payments Yes / No

Q4) Do you have any problem regarding manpower?

Yes No

Q5) Does everyone in your team know about EMI structure of Bajaj Finserv?

Yes No

Q6) How is the customer care support of Bajaj Finserv?

Excellent Very Good Good Bad Very Bad

Q7) Do you own an EMI card of Bajaj Finserv?

Yes No Not Sure

Q8) Which section of consumer is taking loan?

New Existing

Q9) Are you aware about consumer durable loans of Bajaj Finserv?

Yes No

65
Q10) Which payment mode you feel is convenient to buy Consumer Durable Products?

Cash/Debit Cards

Bajaj EMI

Credit Card

All of Above

Thank You!

66
11.2 Bibliography

1) [Link]
2) [Link]
3) [Link]
4) [Link]
5) [Link]
6) [Link]
[Link]
7) [Link]
brothers-rajiv-and-sanjiv-bajaj-taking-bajaj-group-to-new-
highs/articleshow/[Link]?intenttarget=no
8) [Link]
approved/articleshow/[Link]?intenttarget=no
9) [Link]
10) [Link]
11.3 List of Contacts
Serial No. Name Contact No.
1 Sagar Gurav 8329797410
2 Anant Dhumale 9844762535
3 Uddhav 9595959376
4 Abhishek Aggarwal 7276350457
5 Satish Desai 7472561221
6 Vijay Thakur 9890056121
7 Raj Wankhede 7378989427
8 Hitesh Patel 8855264129
9 Aditya Verma 7743814951
10 Santosh Gaikwad 7261814396
11 Abhishek Singh 9890560227
12 Vaibhav Mali 8080225611
13 Rahul Kadam 9966456271
14 Sanjay Sharma 7020229492
15 Prakash Gandhi 7733211459
16 Sukhjit Singh 7276020177
17 Sanket Jadhav 7447602211
18 Zahid Shaikh 8845689892
19 Ramesh Singh 9870024670
20 Shailesh Kumar 7447234412
21 Ankit Jaiswal 7030885222
22 Ashish Gule 8867588109
23 Sagar Pawar 7020645229
24 Vishal Mahajan 9090560221
25 Rajendra Ambare 7247602135
26 Dinesh Bhosale 8087923561
27 Kunal Lokhande 7789456511
28 Anurag Rajiwade 8668804651
29 Vishal Kumar 8885602214
30 Yash Agarwal 9988564872