A

PROJECT REPORT ON
“A STUDYOF LOAN PROCEDURE OF CONSUMER
DURABLE PRODUCT
AT

BAJAJ FINSERV LTD, MUMBAI BATCH 2022-2024

SUBMITTED TO

ASHISH NALWADE MMS (FINANCE)

UNDER THE GUIDENCE OF

PROF. RAGVENDRA
BENDIGERI

ORENTAL INSTITUTE OF
MANAGEMENT PLOT NO 149, SECTOR
12,
VASHI NAVI MUMBAI-400703

1
DECLARATION

I, the undersigned hereby declare that Project Report entitled “A STUDY OF LOAN

PROCEDURE OF CONSUMER DURABLE PRODUCT AT BAJAJ FINSERV

written and submitted by me to University of Mumbai, In partial fulfilment of

requirement for the award of the degree of MASTER OF BUSINESS ADMINISTRATION

under the guidance of PROF.RAGVENDRA BENDIGERI is my original work and the

conclusion drawn there in are based on the material collected by me.

Place: Mumbai ASHISH NALWADE

Date Research Student

2
CERTIFICATE

3
 CERTIFICATE OF COLLEGE

This is to certify that the project entitled " A STUDY OF LOAN PRODECER OF CONSUMER
DURABLE PRODUCT AT BAJAJ FINSERV”, submitted to Oriental Institute of Management
Navi Mumbai in the partial fulfillment of the requirement for the award of the degree of Degree in
Management Studies of University of Mumbai embodies the result of bonafide project work
carried out by ASHISH NALWADE under my guidance and supervision.
To the best of my knowledge the results embodied in this project have not been submitted to
any other university or institute for the award of degree or diploma. The assistance and help
received during the course of this duly acknowledged.

Prof. RAGVENDRA BENDIGERI

Project Guide

DR. R.G. RATNAWAT

I/C Director

Date: -
Place: Navi Mumbai
Vashi 400706

4
Acknowledgement

I consider it a privilege to express a few words of gratitude and respect to all who guided and
inspired me in successful completion of this project .

I am overwhelmed with pleasure to express my gratitude towards Mr. Yogesh Jadhav

(Sales Manager) BAJAJ FINSERV. For granting this project to me and giving me an

opportunity to work with such an esteemed organization .

It is my sincere duty to do my best, so as to recognize as one amongst the most successful

professional ,which I always strive to be .This bring along and frame to my beloved institution,
the Oriental Institute of Management .

I also extend particular thanks to our Director DR. R. J. RATNAWAT and my Project Guide

PROF. RAGVENDRA BENDIGERI for guiding me in my project. I would also like to thank

all the teaching and non-teaching staff member and all others who helped me directly or

indirectly in the successful completion of this project.

There is no love like parents. I pay my most sincere regards to my parents, deserves a very
special word of appreciation for their invaluable support, encouragement and pains taking efforts
,without which this goal would have been a much difficult .

ASHISH NALWADE

Research Student

5
TABLE OF CONTENTS
CHPTE PAG
CONTENTS
R NO. E No.
PART A- Profile of the organization

8
1 Executive Summary

2 9
Organization profile

3 10
Management of Organization - CEO

4 11
Organization Structure

5 14
Vision and Mission of the organization

6 18
7-S Framework of the Organization

7 19
SWOT Analysis

8 22
Competitive position of industry

9 23
Future strategy and plans

10 24
Awards and recognization

PART-B Main Body of the report

RESEARCH BASED REPORT

1 26
Introduction

2 26
Objective Of study

3 Methodology of report 27

4 28
Source and method of data collection

5 28
Limitation of report

6 Presentation and analysis of data 29

6
7 Conclusion 43

PART-C Learning from internship

1 Application of concept, tools, 44

techniques learnt during MMS-1
2 44
New skills picked from internship

45
Bibliography

Annexure 46-49

7
EXECUTIVE SUMMARY

I have taken Finance as a specialization with the title of “A STUDY OF LOAN PROCEDURE
OF CONSUMER DURABLE PRODUCT AT BAJAJ FINSERV “The objective behind this
project was to primarily focus on Modus Operandi of Bajaj Finance for Finance of Consumer
Durable products. This required a fist hand experience in understanding end to end process flow
for loans processing to payment disbursement. Also, I discuss about the Bajaj EMI Card, the
Bajaj Finserv Company which is one of the lending company they also make available EMI Card
option for the loan. I have collected the Secondary data from Books, Company Annual Report &
internet Articles etc. Bajaj Finance Ltd has only one market sales of Consumer Durable Loan
product provided in EMI based loan.

I also focus on the surrogates required for loan approval, which documents are necessary for
approval of loan. And also, to show the SWOT analysis of Company. I have also tried to explain
the loan procedure and its approval by enclosing some case studies. Through this project, I learn
how to given a loan on consumer durable product and how to solve customer difficulties about
the documentation. I was dealing with proper customer, provided them loans by completing their
files and getting the approval online form Bajaj Server called as “Galaxies” Portal. This process
helped me to better understand the Loan procedure of Consumer durable product at Bajaj
Finserv.

8
 PART- A

PROFILE OF THE ORGANISATION

9
1. : Historical Background of the Organization:
Bajaj Finserv was formed in April 2007 and the founder of this company is Jamnalal Bajaj. As a
result of its demerger from Bajaj Auto Limited to act as a pure play financial services business.
The process of demerger was completed in Feb 2008. This demerger was not only to unlock
values in the high growth business areas of Auto, Insurance, Finance sectors and Wind Power but
also to run independently these core businesses and to strengthen the competencies. The wind
power project, the stakes in the life and general insurance companies and consumer finance
along with their respective assets and liabilities got vested in Bajaj Finserv Limited.
In addition to that cash and cash equivalent of INR 8,000 million (then market value) was also
transferred to the company. The demerger has enabled investors to hold separate focused stocks
and also facilitate transparent benchmarking of the companies to their peers in their respective
industries. The constantly changing demographics and dynamics of the Indian economy, has led
to creation of various needs of the average Indian customer. The Indian customer now demands
proper avenues of channelizing their savings, financial protection and is also desirous of
spending more on valuable goods and services. All these wants need to be met by dynamic
players in the financial services space. Bajaj Finserv was formed specifically to cater to these
needs. The company was also formed to touch and improve the lives of a growing number of
people in the country, and in doing so, deliver superior corporate values to its shareholders. The
operating companies carry with them the Bajaj brand, which carries with it decades of
commitment to business ethics, integrity and highest standards of fiduciary responsibility.

2.1.1: Area of operation:

Consumer Durable Finance
Two and Three-Wheeler
Finance Lifestyle product
finance Vendor finance
Construction Equipment Finance

10
2. : Organization Hierarchy:
A key issue in accomplishing the goals identified in the planning process is structuring the work
of organization. Organizations are group of people, with ideas and resources working toward
common goals. The purpose of the organizing function is to make the best use of the
organizations resources to achieve organizational goals. Organizational Structure is the formal
decisions making framework by which job tasks are divided, grouped and coordinated.
Formalization is an important aspect of structure. It is the extent to which the unit of
organization is explicitly defined and its policies, procedures and goals are clearly stated. It is
the official organizational structure conceived and built by top management. The formal
organization can be seen and represented in chart form. An organization chart displays the
organizational structure and shows job titles, lines of authority and relationship between
departments. Organizational Structure allows the expressed allocation of responsibilities for
different functions and processes to different entities. Ordinary description of such entities is as
branch site, department, work group and single group of people.

11
 Figure No.2.1: Organization Hierarchy of Bajaj Finserv

Financial information of the organization

Bajaj Finserv Ltd. (consolidated)

• Total income: grew by 20% to ` 82,072 crore.
• Profit before mark-to-market gains: grew by 48% to ` 6,745 crore.
• Profit after mark-to-market gains: grew by 41% to ` 6,417 crore

12
Figure no.2.2: Total income

Figure no.2.3: Net Worth / Equity

13
 Figure no.2.4: Profit After Tax

Financial performance for FY2023

Figure no.2.5: Financial Performan

14
 3. : Vision and Mission of the Organization:

Vision:

Bajaj Finserv has a vision to become a full-fledged financial services company and be the
financial partner to the Indian consumer and help him across his financial needs, whether for
finance, for investment management, for protection or for post-retirement support, throughout
his lifecycle.

Mission:
Bajaj Finserv aims to be the most useful, reliable and efficient provider of Financial Services. It
is our continuous endeavour to be a trustworthy advisor to our clients, helping them achieve
their financial goals.

3.1 : Objective of the Organization:

Our main objects as contained in our Memorandum of Association include:

1. To Finance industrial by way advance ,deposit or lend money, securities and propertied or with
any Company, Body corporate, trust, firm, person or association whether falling under the same
management or otherwise, with or without security and on such terms as may be determined
from time to time, and to carry on and undertake the business of finance and investment and to
provide venture capital, seed capital, loan capital and to participate in equity preference share
capital or to give guarantees on behalf of the company in the matter and to promote companies
engaged in industrial and trading business and to act as Financial Consultants, Management
Consultants, Brokers, Dealers, Agents and to carry on the business of share broking, money
broking ,exchange broking, bill broking and general brokers for shares ,debentures, debenture-
stock, bonds, units, obligations, securities ,commodities, bullion currencies and to manage the
funds of any person, firm, body corporate or trust by investment in various avenues like Growth
Fund, income fund, risk fund, tax exempt funds, pension /superannuation funds and to pass on
the benefits of portfolio investments to the investor as dividends, bonus, interest, etc.
2. To carry on the business as an investment company and to underwrite, sub-underwrite, to
investigating, and acquire by gift or otherwise and hold, sell, buy or otherwise deal in shares
debentures, debentures-stocks, bond, units, obligations and securities issued or guaranteed by
Indian or Foreign Governments, States, Dominions, Sovereigns, Municipalities

15
3.2: Product Profile of the Organization:

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

Figure no.2.6: Product Profile

16
● Products Covered:
0% interest Consumer Durables Finance is available on a wide range of products and in over 101
cities across India. Hereunder is an indicative list of products covered.

LED/LCD/CTV
Washing Machines
Microwave Ovens
Refrigerators,
Cameras/Camcorders
Dishwashers
Generators
Cooking Range products
Dryers
Laptops / Desktops (Select)
Smart phones (Select)
Air purifiers / Water Purifiers /
R.O. Music Systems
Inverters
Air conditioners

Company providing two types of durable product, that is digital product and non-digital product.
In digital product included mobile, laptop and rest of the products are non-digital product. For
durable products company provides so many EMIs schemes. Company has need minimal
documentation, apart from a few essential documents like PAN card, driving license, etc. and
basic information form, most of the formalities can be completed while customer are in the store
choosing their favourite durable. For buying durable products customers are eligible for 5 lakh
loan amounts towards the customer favourite durable products.

17
3.3 Total Use of Sales Force Software:

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

● Challenges

1. Specifically sought ‘best in the business’ to minimize time and resource investment in IT
and allow focus to remain on serving customers
2. Wanted high degree of flexibility to accommodate dynamic changes in market place
 Solution
1. Salesforce.com implementation partner Wipro implemented Sales Force CRM for 300
users in April’09
2. deployed across Call Centre, Sales, Credit and Operations teams
3. Implementation cycle, from concept to solution build, of just 3 months
4. Integration with Dialler, Dedupe system, Credit Bureau, SMS, and more recently
Google Maps (to access customer locations from within salesforce.com)

Benefits of Durable Loan in BFL

 The Bajaj Fiserv Lending providing pre-payment facility to the customers they can
reduce their EMI or tenor or both by repaying their loan on time. Customer can prepay up
to 6 times in a calendar year at any interval with the minimum amount per prepay
transaction
 being not less than 3 EMI's. Also there is no limit on the maximum amount. • The Bajaj
finance providing 0% finance options only with Bajaj Finserv Lending. (select schemes
are interest bearing)
 The Bajaj finance also offer you special flexible repayment options.

18
  EMI Card and Advantages of EMI Card Bajaj Finserv EMI card is a pre-loaded card with
a pre-approved and Consumer Durable & Lifestyle Product Loan. We can use this card to
buy our favourite consumer durable
 Advantages of EMI Card

4. 7-S Framework of the Organization:

The 7S of McKinsey’s 7S strategic framework are – Strategy, Structure, Systems, Skills, Staff,
Style, and Shared Values

1. Strategy: Bajaj Finserv's strategy in consumer durable loans could involve market
penetration, product diversification, or customer segmentation. The strategy should be aligned
with the company's goals and the needs of its customers.

2. Structure: The organizational structure within Bajaj Finserv needs to support the chosen
strategy. It should determine how responsibilities and roles are defined, ensuring efficient
operations in consumer durable loan services.

3. Systems: This refers to the processes, procedures, and technology used to manage consumer
durable loans. Effective systems should streamline the loan application, approval, and
disbursement processes, while also ensuring compliance with regulations.

4. Shared Values: The core values and culture of Bajaj Finserv play a significant role. They
should be aligned with the goals of providing consumer durable loans and ensuring customer
satisfaction.

5. Skills: The organization should have the necessary skills and competencies in areas like risk
assessment, customer service, and financial analysis to effectively provide consumer durable
loans.

6. Staff: Having the right staff in place, from loan officers to customer support personnel, is
19
crucial for the success of the consumer durable loan division.

20
7. Style: This refers to the leadership style and the way the organization's leaders set an example.
In the context of consumer durable loans, the leadership style should emphasize customer-
centricity, risk management, and innovation.

21
 5. SWOT Analysis of The Organization:

Strength

Threats
swot weakness

Opportunity

Figure no.2.7: Swot Analysis

Strengths:

Strengths express what an organization excels at doing and what differentiates it from the
competition: a strong brand, loyal customer base, a strong balance sheet, unique technology, and
so on. Bajaj Finserv must then decide on how to use those outcomes to attract emerging
investors.

 Large Range of Financial Products: One of the strengths of Bajaj Finserv is its ability
to offer a wide range of financial services to its massive customer base. Securities and
investments were created to provide its customer base short-term or long-term financial
gains.
 High Revenue Turnover: Bajaj Finserv has had a steady increase over the years in
revenue even during and after the advent of Covid 19. Revenue is upheld by an
enormous extent of good management structure, marketing strategies, solid financial
product development, and cost-cutting techniques.
 Solid Capital Structure: Maintaining a growing capital structure is one of the base
objectives of a business that Bajaj Finserv is upholding. In the course of the last five
fiscal years, the gathering has raised Rs 14908 crores of value which has fundamentally
expanded the net worth of the organization.
22
Weaknesses

Weaknesses limit an organization from achieving its ideal level. To remain competitive, they
are part of the business that needs improvement: for example, a weak brand, higher average
turnover, high levels of debt, an inadequate supply chain, or lack of capital.

 Decreased Mutual Funds Holdings: The mutual funds holding of Bajaj Finserv has
dropped drastically in the past quarters. Mutual funds diminished their shareholding last
quarter, a decline in net profit with falling profit margin quarter on quarter, companies
with high gearing ratio, companies with weak financial.
 Lack of Coverage in Rural Areas of Financial Products: It has been revealed that the financial
service industry focuses more on urban areas in most countries, while rural regions are
ignored. In the banking sector, this is a considerable weakness.

Opportunities

Opportunities refer to favourable external components that could give an organization a

competitive edge. For example, if a country cuts tariffs, increasing sales and market share.

 Global Opportunities for Bajaj Finserv: A major opportunity for financial

service players in the Indian market is the global financial service market, it is
inarguably that the global market is worth billions of dollars. Bajaj Finserv is
mainly focused on the Indian market, which it needs to increase its reach
outside the Indian market as well making it gain more customers.
 Rise in the Private Banking Sector Globally: The financial service industry
around the world is highly regulated by the public sector authorities and their
respective central banks. With the emergence of private sector banks, this sector
is experiencing structural and functional shifts, primarily due to the adaptation
of new technology and intensified competition, thereby benefiting end
customers

23
Threats

Threats refer to components that have the potential to damage an organization. For example,
unfavourable government policies, drastic decline in revenue. Other common threats include
things like rising costs for materials, increasing competition, and tight labour supply, and so on.

 Government Policies: Government regulations can directly affect the banking

sector of a country; these government policies might be unfavourable for Bajaj
Finserv.
 Global Uncertainty in the Financial Ecosystem: The world is going through
difficult economic times at the moment. The international banking sector has all
been affected by trade wars, protectionist policies, and economic downturns. If
the world’s economic conditions do not change, the financial service industry
will face a bleak future.

24
 6. Competitive position of organization

Competitors of Bajaj Finserv

Bajaj Finserv has many competitors in the market, like HDFC Bank, Axis Bank, and Muthoot
Finance, all of which offer savings, insurance, and loans. Other market competitors include LIC,
ICICI, and others. They are, however, not as diverse as these. People, however, have high regard
for them when it comes to their own facilities.
We narrowed down the companies because the others only provide a limited number of services,
whereas Bajaj Finserv provides more options than the more common ones.
Bajaj Finserv earns more points than its competitors because it has written on various blogs, and
it not only gets new customers because it is getting relevant content, but it also retains existing
customers.

Porter Five Forces

Capital The Porter Five Forces that determine the industry structure in Consumer Financial
Services are -
1. Bargaining power of buyers of Bajaj Finance and Financial sector – If the buyers have strong
bargaining power, then they usually tend to drive price down thus limiting the potential of the
Bajaj Finance to earn sustainable profits
2. Threat of new entrants in Consumer Financial Services industry – if there is strong threat of
new entrants in the Consumer Financial Services industry then current players will be willing to
earn lower profits to reduce the threats from new players
3. Threat of substitute products and services in Consumer Financial Services sector – If the threat
of substitute is high then Bajaj Finance has to either continuously invest into R&D or it risks
losing out to disruptors in the industry.
4. Rivalry among existing players in Consumer Financial Services industry – If competition is
intense then it becomes difficult for existing players such as Bajaj Finance to earn sustainable
profits.

25
 5. Bargaining power of suppliers in Consumer Financial Services – If suppliers have strong
bargaining power, then they will extract higher price from the Bajaj Finance. It will impact the
potential of Bajaj Finance to maintain above average profits in Consumer Financial Services
industry.

7. Strategy and future plan of the Organization:

A marketing strategy is a comprehensive business plan that assists in targeting consumers and
converting them into potential customers of goods or services

Existing Customers

Bajaj Finserv is more concerned with retaining existing customers than with acquiring new
ones. They believe that the more satisfied their existing customers are, the more likely they are
to tell others about their business.

Before purchasing anything, any buyer will check the company’s reviews, and satisfying
existing customers will help them build a better brand name in the market.

Quick Results

Bajaj Finserv has always provided prompt service to its customers. They were the first to
provide on-the-spot approval for the long-term financing offer in three minutes, a time that has
now been reduced to three seconds.

Bajaj Finserv Digital Presence

A digital presence is simply how your company appears online and how you manage your brand
across various social media platforms. It is critical to stay on-trend, and the current trend is
digital, with the majority of the audience on digital/social platforms. Taking advantage of this
opportunity, Bajaj Finserv greatly improved its digital presence.

EMI Store

The Bajaj Finserv EMI Store is the next-generation online electronic store that provides simple
solutions for online electronics shopping with an EMI option. When you shop at EMI Store, you
won’t have to worry about your budget because it offers the best EMI shopping options.

26
 You can choose Bajaj Finance for anything, from mobile phone loans to home theatre system
loans, thanks to their hassle-free financing options. The best part is that when you finance your
purchase through them, you have the benefit of no paperwork, instant approval, instant
delivery, and pre-approved offers. In addition to no paperwork and no hiccups, you get zero
down payment and no interest on EMIs.

8. Awards and Recognition

During the year, the Company, its subsidiaries and key personnel received several prestigious
awards, some of which are given below.

BFL

• Recognised by Great Place to Work™ as India’s Best Workplaces™ Building a Culture of

Innovation by All (2023-2024).

• Recognised by Great Place Work™ as India’s Best Workplaces™ in BFSI (2023-2024).

BAGIC

• ‘General Insurance Company of the Year’ at 26th Asia Insurance Industry Awards in Singapore.

• ‘Best BFSI Brand – 2023’ at the Economic Times Brand Best Brand Awards 2023.

• ‘Best Health Insurance Coverage of the Year’ and ‘Best Risk Management Strategy’
categories at the ICC Emerging Asia Insurance Awards.

BALIC

• Won under the ‘Highest Growth’ category at the ASSOCHAM 14th Global Insurance E-
Summit and Awards.

• Kincentric ‘Best Employer Award’ 2022, second time in a row and ‘India Best Employer
Club 2023’.

• Recognised for the second consecutive year as a ‘Great Place To Work® India’ for September
2022- September 2023.

• Rated as ‘No. 1 Top Riser Brand’, as per Kantar’s India’s 75 Most Valuable Brands report.

Bajaj Markets

27
• Won Gold for the Best Traditional as well as Best Digital Campaign in BFSI category at Ad
World Showdown by Inkspell Media.

• Won Silver for Excellence in Recruitment and Hiring in Freshers/Campus Hire category at the
ET Human Capital Awards by ET HR World.

Bajaj Finserv Health

• ET Human Capital Awards for BYTE recruitment programme.

PART – B
Main Body of Report

28
1: Introduction:
“Research is an organized systematic data based scientific inquiry or investigation into a specific
problem under taken with the purpose of finding answer or solution to it”
Research is basically a human activity engaged in intellectual pursuit of discovering something
new. It could be a product, a method, a service, a system etc. It could also be in abstract forms
like idea, thinking process, strategy etc.

1.1 Statement of the Problem:

To what extent management and professional training and financial loan industry use online
service for improve their brand in market and increase the effective of business performance.
Find out an impact of durable loan tools over current business performance in management

2. Objective of study
1. To study the loan procedure for durable product at Bajaj Finserv.
2. To study the different financial schemes for durable product.
3. To study the different aspects of the organization.

2.2 Scope of data collection

The samples are pick-upped across the India to carry out research. The research is restricted to
the corporate and professional training sectors. The research is aimed at studying the implication
and effectiveness of durable loan in Indian company over corporate and professional industry.
The result may be dependent on the psychological state of the respondent while taking survey.

29
3. Methodology

Research Methodology Research methodology makes the most important contribution towards
the enrichment of study. In research there are numerous methods and procedure to be applied but
it is the nature of the problem under investigation that determines the adoption of a particular
method for all studies. Methods selected should always be appropriate to the problem under
investigation.

4. Collection of data
• Primary data

Source of the data collection Data collection means to a purposive gathering of information
relevant to the subject matter of the study from the units under research.

Primary data: - objective which is to analyse the effectiveness of durable loan.

To fulfil the objective, we need these following data

1. Customer footfall every day on company website

2. Way to approach company website

3. Time spent on website

4. Satisfaction over durable loan

Secondary data: - Secondary data is the data collected by others in the past and used by others.
It may be either being published or unpublished data. It includes the following:

1. Various publications of central, state and local governments.

2. Various publications of foreign governments or international bodies.

30
3. Technical and trade journals

31
4. Books, magazines, and new paper.

5. Reports prepared by research scholars, university economists etc

4.1 Sampling:

Sampling method - In order to satisfy the objective of the research these are research techniques
used. Random Sampling - according to questionnaire those customers who are comes for buying
product from them I have collected information.

Sample Size - Sample size is consisting 100, those customers who approached Bajaj for

durable loan. The size of element nearly represents of objective of research.

5. Limitation:

• This survey result based upon customers responded data in questionnaire.

• To take the loan from the Bajaj finance the CIBIL score must be 750 above not below.
Comparing to other finance their CIBIL score was 650 above. I observed so many customers
Their CIBIL score was 735, and some customers 745 but there are not eligible for the loan due to
the CIBIL score

• Sometime online EMIs transactions are getting problems for the customers. Because some
technical problems EMI transactions will not happen. This problem effect for customers. Like
cheque Bounces, I observed so many cases are happening on Bajaj finance This study conduct
across management and professional training and financial sector

32
6. Presentation and analysis of data

4.1 Data Analysis and Interpretation The data was collected and edited. The data was analysed
using MS-Excel. The analysis was based on the questionnaires that were collected from the
customers who were visited the store and the results were interpreted to generate descriptive and
inferential statistics.

 Number of responses

Chart Title
80

70

60

50

40

30

20

10

0
Male Female

malefemale

Figure no.3.1: Gender Response

33
Interpretation:
According to given above data Female customers were 28 and male customers 72. This data
collected from Vijay Sales Store, who were those customers visited the store for durable
product. 72% male response given because of the mostly male visited the store.

Q.1 How often do you come across the advertisement durable goods?

Chart Title
40

35

30

25

20

15

10

0
very often seldom Often Frequently

very oftenseldomOftenFrequently

Figure no.3.2: advertisement of products

Interpretation:

As per data I got it mostly customers know about schemes and product from advertisement, 38
customers out of 100 have been knew from advertisement. 30% customers knew frequently. and
21% customers have been known seldom. From using these data to I come to know
advertisement most of the very helpful for enhance the turnover of the company. Indeed, every
customer doesn't know about durable loan, when any company gives advertisement then people
come to know about product and companies’ schemes. Sales company most of the give’s
advertisement, so that customers could be known about product.
34
Q.2 How is your experience about Bajaj EMI card?

Chart Title
50
45
40
35
30
25
20
15
10
5
0

Agree Neither

AgreeNeither

Figure no.3.3: Experience about Bajaj EMI card

Interpretation:
A study of above data, actually survey of this question explain, how is their behaviour toward
Bajaj Finserv. 43% customers want to say that they are agree with bajaj finance. Agree means
customers satisfaction level is high and again they would like to purchase product. These
customers are at high level using this EMI card. As per my experience they should be agree
because this card can be used in shopping at any store those who are tie up with Bajaj Finserv.
27% customers are neither agree or disagree means they don't care about company or anything
more.

35
Q.3 Does Bajaj Finserv Really provide durable goods with zero percent interest?

Chart Title
80

70

60

50

40

30

20

10

Yes No

YesNo

Figure no.3.4: zero percent interest goods

Interpretation:

A study of above data 70% customers response that bajaj finance really provide durable goods at
zero down payment and 30% customers response is bajaj Finserv haven't provide durable goods
at zero down payment.

As per mine internship experience bajaj Finserv really provides goods at zero down payment.
Company charge some fees when customer purchase first time a product, that customer has to
pay some processing fees and 350 rupees of EMI card, thus first time customer has to pay 1000
rupees
36
extra. And those customer who want to purchase apple iPhone and Tablet they have to pay 1000
rupees processing fees and 350 rupees EMI card.

Q.4 How is your experience about documentation process in Bajaj Finserv for durable
finance?

Chart Title
45
40
35
30
25
20
15
10
5
0

Excellent Good Average

ExcellentGoodAverage

Figure no.3.5 documentation process

Interpretation:

A study of above data which is explain that documentation is crucial part for any financial
transaction, without documentation we can't transaction anything in term of money or any
money transaction. These document mention really we are customer of that particular company.
As per above chart 41% customers response is documentation is average.

37
Why these documentation is average for them? Because of the some customers are from out of
state and out of current city so them as an address proof is very crucial document and they have
to submit this document after that they can get durable loan approval. 32% customer's response
is documentation is good and 22% customer's response is documentation process is excellent,
that's we can observe yes really Bajaj documentation for durable loan is really excellent.

Q.5 Does Company provide durable product without processing fee?

Chart Title
60

50

40

30

20

10

Yes No

YesNo

Figure no.3.6: processing fess on durable goods

Interpretation:

A study of above data is mention that, is company provide durable product without processing
fees? As per their response company really provide product without processing fees. And their
response is also 56%. While 44% student response is that company haven't provide without
processing fees. It could be happen with 44% customers that had been purchased iPhone because
there company charge 1000 rupees processing fees Even it could happen that these 44% were
new customer that's why first time company charge processing fee.

38
Q.6 Would you like to give high rating to Bajaj Finserv for durable loan?

Chart Title
60

50

40

30

20

10

0
Agree Disagree Neither

AgreeDisagreeNeither

Figure no.3.7: Rating to Bajaj Finserv

Interpretation:

As per above data customer has been given rating to bajaj Finserv. 49% customers given rating
agree, it means these customers are agree with bajaj finance term and conditions. It could be
happened these customers are loyal with bajaj so that those customers who are loyal bajaj
finance provides them personal loan also. 12% customers are strongly agree and 18% customers
are neither agree or disagree, these customer don't care about company or anything else.

39
Q.7 Does company provide product in zero down payment ( for particular brand)

People

YesNo

Figure no.3.8: zero down payment on goods

Interpretation:

To study of above data customers response was like this, company doesn't provide durable
product in zero down payment. As per my internship experience in bajaj 51% customers are
correct

40
because company doesn't provide product in zero down payment. Company provides but that
product should be SONY or Samsung. While company can provide in zero down payment but
that product amount should be more than 50000 rupees. Company haven't provide digital
product in zero down payment. Every month company launch new schemes, so that according to
their schemes sales executive explain to customers.

Q.8 Are you satisfies with Bajaj Finserv?

People

YesNo

Figure no.3.9: Satisfaction with Bajaj Finserv

Interpretation:

As per data information most of the customers are satisfied with Bajaj Finserv. Here reason
behind satisfaction level is that customers are getting whole durable products are getting in low
down payment. While documentation process is also very easy, in that documentation process
customers has to submit PAN card, address proof, one cancel cheque and three month bank
statement. Even loan approval time is also 2-3 minute. That's why 52% customercare agree
with Bajaj finance.

41
42% customers are not satisfy with Bajaj finance. These customer could be new or existing.
Why customer are not satisfy with Bajaj Finserv at high level? Reason behind unsatisfactory is
like this in most of the brand company are not giving zero down payment. This zero payment
are available only in SONY and Samsung product, in this also product amount should be high
and customer should be loyal. Another reason is company calls to the customers regarding to
extended warranty after getting product, that's why customers are not satisfy with Bajaj
Finance

Q.9 In which of the following company with you will go for durable Finance?

Sales

Bajaj FinservICICIHDBCapital First

Figure no.3.10: Preference for the durable finance

Interpretation:

This is the most important interpretation for this project because in this interpretation whole
matter has been mentioned about durable company that which company is best for durable
loan. These data has been explaining that customers would like to go for Bajaj Finance
regarding to durable loan, due to this company is very old and customer has also credible
towards Bajaj durable loan. Customers can get easily loan approval, while this is not in other
companies.
42
Most of the durable market shares with Bajaj Finserv. Even most of the stores are tie up with
Bajaj finance while other are not and company are not charging any interest on any product, so
that customer can pay product amount in easy EMI. With this EMI card customer can purchase
lifestyle product and so many things. This is the exact reason behind go with Bajaj Durable
Loan.

Q.10 In Future if you would like to buy any product, from the following to whom
will give reference?

Sales

Bajaj EMI CcardCredit cardNoneSalary Slip

Figure no.3.11: Reference for the method of financing

Interpretation:

As per mentioned above data we can observed that in huge no of customers want to go
with Bajaj durable loan. Whenever any customer purchase any product with Bajaj finance they
are getting an EMI card. If any customer has this EMI card that mean he/she is existing
customer for Bajaj. Customers are getting this EMI card after completing 3 instalment of
product. Company provides different types of EMIs card, which is gold, silver, and platinum.
In every

43
EMI card has different loan amount. If next time want to buy any product that time customer
has to swipe the EMI card and they will get product.

16% customers want to go with credit card, it means in future they want to purchase any
durable and lifestyle product. Credit card helps there, where customer want to purchase any
digital product like laptop and mobile phone, that time customer has only two option weather
their CIBIL score should be 750 or more, if CIBIL score is not more than 750 then customer
has to pay down payment from credit card. Even Bajaj Company also want that customer has
to pay down payment from credit card because from this matter tie up bank will get interest
from credit card holder. So that credit card is also very helpful in this type of condition.

4.2 Quarterly Growth of the Bajaj Finserv

Chart Title
25,000.00

20,000.00

15,000.00

10,000.00

5,000.00

0.00
Jun/22 Jul/22 Aug/22 Sep/22 Oct/22 Nov/22 Dec/22 Jan/23 Feb/23 Mar/23 Apr/23 May/23 Jun/23 Jun-23Mar-23Dec-22Sep-22Jun-22

44
 Figure no.3.12: Quarterly Growth

 Annually Growth of the Bajaj Finserv

Chart Title
24,000.00

23,500.00

23,000.00

22,500.00

22,000.00

21,500.00

21,000.00

20,500.00

20,000.00

19,500.00

Sep-22 Mar-23 Dec-22 Sep-22

19,000.00
Jun-23Mar-23DEC 2022 SEP 2022

45
 Figure no.3.13: Annual Grow

5.1 Suggestions:

There is no awareness about 0% finance scheme to customers. So, Therefore, Bajaj Finserv should
make its customers aware about the 0% finance schemes.
Customers think that Bajaj Finserv will take some hidden charges from them, if they take durable
loan at 0% from Bajaj Finserv. So the Bajaj Finserv removes the wrong thinking of customer
and to explain in detail loan procedure.
Bajaj Finserv initially have the system of swiping of EMI card but due to some difficulty they
stopped it, I think Bajaj should work upon this as this can save more time for customer as well as
for Sale Executive and he can serve more non-EMI card user and convert them into EMI card
holder.

46
6.1 Conclusion:

There are many organizations in the world which are providing consumer credit services which
are helpful for the financial stability. Financial stability is very important not only for the
businesses but also for the consumers. The businesses as well as the consumers need the stability
regarding the financial matters because without the stability no one could be very innovative in
the longer run.

47
 PART-C Learning from Internship

Application of concept, tools, techniques learnt during internship in Bajaj Finserv finance

 During an internship at Bajaj Finserv Finance, specifically in the Consumer Durable Loan
department, I had the chance to apply various concepts, tools, and techniques learned
during your MMS-1 program in a context focused on consumer finance and lending.
 Credit Analysis*: I have used credit analysis techniques to assess the creditworthiness of
individuals applying for consumer durable loans. This involves evaluating their financial
history, income, and other relevant factors to make lending decisions.

 Financial Planning and Budgeting*: Applying financial planning principles helps in structuring
loan terms and repayment schedules. This ensures that borrowers can manage their loan
obligations within their financial means.

 Communication Skills*: Effective communication is essential when explaining loan terms,

policies, and procedures to borrowers. It helps me in ensuring transparency and a positive
customer experience.

New knowledge and skill picked up from internship

 Internships with Bajaj Finserv provide valuable opportunities to learn new things and
gain practical experience in a real-world work environment. Here are some new things I
pick up from internship
 I had Improve my communication skills, including written, verbal, and interpersonal
communication, as I interact with colleagues and clients.
 Adapt to different work environments, cultures, and team dynamics, which can enhance
my flexibility and resilience.

48
  I have opportunities to lead projects or collaborate with teams, improved my leadership
and teamwork abilities
 Actively engage in my internship, seek guidance and feedback from mentors, and reflect
on my experiences to maximize the new skills and knowledge I acquire. It's an excellent
opportunity for personal and professional growth for me.

BIBLIOGRAPHY

7.1 Performa of Bibliography:

Book:
● Kulkarni M.V., (2020), Research methodology, Everest publishing house.
● Srivastava T.N., (2022), Business research methodology, Tata McGraw - Hill Education private
limited.

Online References:
● WWW.BajajFinservlending.in
● WWW.Slideshare.com
● WWW.Salesforce.com

News Paper:
● Economic Times ● Times of India

49
 ANNEXURE:

Weekly reports of internship

Oriental Institute of Management

Summer Internship Project- Weekly Progress Report
Date Day Task Assigned Learnings/Skill Acquired
Week- 1
08-05- Monda Went through the information about all
2023 y products Observation , Active listening
09-05- Tuesda Attained customer and explain products to
2023 y them Communication skill
10-05- Wedne Explained the quality, choice and Get to know actual needs and wants of
2023 sday convenience of product to customer customer
11-05- Thursd Explained loan, EMI, down payment plans communicate with customer and
2023 ay to customers provide them fair information
12-05- Observation, research, decision making
2023 Friday Did KYC of customers skill
13-05- Saturd Follow up with previous customers
2023 ay regarding EMI Interpersonal skills
Week- 2
15-05- Monda Attained customer and explain products to
2023 y them Communication skill
16-05- Tuesda Explained the quality, choice and Get to know actual needs and wants of
2023 y convenience of product to customer customer
17-05- Wedne Explained loan, EMI, down payment plans communicate with customer and
2023 sday to customers provide them fair information
18-05- Thursd Observation, research, decision making
2023 ay Did KYC of customers skill
19-05-
2023 Friday Provide loans to customers Financial skill, customer service skill

50
20-05- Saturd Follow up with previous customers
2023 ay regarding EMI Interpersonal skills

Oriental Institute of Management

Summer Internship Project- Weekly Progress Report
Date Day Task Assigned Learnings/Skill Acquired
Week- 3
22-05- Monda Revised and went through the financial
2023 y terms regarding product Analysing Skill
23-05- Tuesda Attained customer and explain products to
2023 y them Communication skill
24-05- Wedne Explained the quality, choice and Get to know actual needs and wants of
2023 sday convenience of product to customer customer
25-05- Thursd Explained loan, EMI, down payment plans communicate with customer and
2023 ay to customers provide them fair information
26-05- Observation, research, decision making
2023 Friday Did KYC of customers skill
27-05- Saturd Follow up with previous customers
2023 ay regarding EMI Interpersonal skills

Oriental Institute of Management

Summer Internship Project- Weekly Progress Report
Date Day Task Assigned Learnings/Skill Acquired
Week- 4
22-05- Monda
2023 y Did KYC of customers Analysing Skill
23-05- Tuesda Revised and went through the financial communicate with customer and
2023 y terms regarding product provide them fair information
24-05- Wedne Explained the quality, choice and Get to know actual needs and wants of
2023 sday convenience of product to customer customer
25-05- Thursd Explained loan, EMI, down payment plans Observation, research, decision making
2023 ay to customers skill

51
26-05- Attained customer and explain products to
2023 Friday them Communication skill
27-05- Saturd Follow up with previous customers
2023 ay regarding EMI Interpersonal skills

Oriental Institute of Management

Summer Internship Project- Weekly Progress Report
Date Day Task Assigned Learnings/Skill Acquired
Week- 5
05-06- Monda Did the process of credit cards, explain all
2023 y the plans of EMI Communication and analysing skill
06-06- Tuesda Attained customer and explain products to
2023 y them Communication skill
07-06- Wedne Explained the quality, choice and Get to know actual needs and wants of
2023 sday convenience of product to customer customer
08-06- Thursd Explained loan, EMI, down payment plans communicate with customer and
2023 ay to customers provide them fair information
09-06- Observation, research, decision making
2023 Friday Did KYC of customers skill
10-06- Saturd Follow up with previous customers
2023 ay regarding EMI Interpersonal skills

Oriental Institute of Management

Summer Internship Project- Weekly Progress Report
Date Day Task Assigned Learnings/Skill Acquired
Week- 6
12-06- Monda Attained customer and explain products to
2023 y them Communication skill
13-06- Tuesda Explained the quality, choice and Get to know actual needs and wants of
2023 y convenience of product to customer customer
14-06- Wedne Explained loan, EMI, down payment plans communicate with customer and
2023 sday to customers provide them fair information
15-06- Thursd Observation, research, decision making
2023 ay Did KYC of customers skill

52
16-06- Follow up with previous customers
2023 Friday regarding EMI Interpersonal skills
17-06- Saturd Did the process of credit cards, explain all
2023 ay the plans of EMI Communication and analysing skill

Oriental Institute of Management

Summer Internship Project- Weekly Progress Report
Date Day Task Assigned Learnings/Skill Acquired
Week- 7
19-06- Mond Attained customer and explain products to
2023 ay them, attend meeting with manger Communication skill
20-06- Tuesd Explained loan, EMI, down payment plans to Get to know actual needs and wants
2023 ay customers of customer
21-06- Wedn communicate with customer and
2023 esday Did KYC of customers provide them fair information
22-06- Thursd Explained the quality, choice and convenience Observation, research, decision
2023 ay of product to customer making skill
23-06- Follow up with previous customers regarding
2023 Friday EMI Interpersonal skills
24-06- Saturd Did the process of credit cards, explain all the
2023 ay plans of EMI Communication and analysing skill

Oriental Institute of Management

Summer Internship Project- Weekly Progress Report
Date Day Task Assigned Learnings/Skill Acquired
Week- 8
26-06- Mond Attained customer and explain products to
2023 ay them, attend meeting with manger Communication skill
27-06- Tuesd Explained loan, EMI, down payment plans to Get to know actual needs and wants
2023 ay customers of customer
28-06- Wedn communicate with customer and
2023 esday Did KYC of customers provide them fair information

53
29-06- Thursd Explained the quality, choice and convenience Observation, research, decision
2023 ay of product to customer making skill
30-06- Follow up with previous customers regarding
2023 Friday EMI Interpersonal skills
01-07- Saturd Did the process of credit cards, explain all the
2023 ay plans of EMI Communication and analysing skill

54