This study examines customer satisfaction with Muthoot Finance in Venkatagiri. A survey was conducted with 100 customers. 60% reported being satisfied with Muthoot Finance overall. For service satisfaction, 40% reported being highly satisfied, 26% satisfied, 22% dissatisfied, and 12% highly dissatisfied. Most respondents (40%) became aware of Muthoot Finance through friends and relatives, while 30% learned of it through dealers. The study aims to analyze customer satisfaction rates and preferences. It finds that most customers are satisfied with service quality and prices compared to competitors. The report provides recommendations to increase advertising and expand customer coverage.
This study examines customer satisfaction with Muthoot Finance in Venkatagiri. A survey was conducted with 100 customers. 60% reported being satisfied with Muthoot Finance overall. For service satisfaction, 40% reported being highly satisfied, 26% satisfied, 22% dissatisfied, and 12% highly dissatisfied. Most respondents (40%) became aware of Muthoot Finance through friends and relatives, while 30% learned of it through dealers. The study aims to analyze customer satisfaction rates and preferences. It finds that most customers are satisfied with service quality and prices compared to competitors. The report provides recommendations to increase advertising and expand customer coverage.
This study examines customer satisfaction with Muthoot Finance in Venkatagiri. A survey was conducted with 100 customers. 60% reported being satisfied with Muthoot Finance overall. For service satisfaction, 40% reported being highly satisfied, 26% satisfied, 22% dissatisfied, and 12% highly dissatisfied. Most respondents (40%) became aware of Muthoot Finance through friends and relatives, while 30% learned of it through dealers. The study aims to analyze customer satisfaction rates and preferences. It finds that most customers are satisfied with service quality and prices compared to competitors. The report provides recommendations to increase advertising and expand customer coverage.
This study examines customer satisfaction with Muthoot Finance in Venkatagiri. A survey was conducted with 100 customers. 60% reported being satisfied with Muthoot Finance overall. For service satisfaction, 40% reported being highly satisfied, 26% satisfied, 22% dissatisfied, and 12% highly dissatisfied. Most respondents (40%) became aware of Muthoot Finance through friends and relatives, while 30% learned of it through dealers. The study aims to analyze customer satisfaction rates and preferences. It finds that most customers are satisfied with service quality and prices compared to competitors. The report provides recommendations to increase advertising and expand customer coverage.
*Student, MBA 2nd Year, Department of MBA, Annamacharya institute of Technology
&Sciences: Tirupati.
** Assistant professor Department of MBA, Annamacharya institute of Technology
&Sciences: Tirupati.
Abstract My study report gives a brief on Customer Satisfaction and the techniques of achieving Customer Satisfaction. It focuses on customer's perceptions. Many firms are interested in understanding what their customers thought about their shopping or purchase experience, because finding new cus tomers is generally more costly and difficult than servicing existing or repeat customers. Such researches provide a wider scope to the firms in the terms of high customer satisfaction. "Within organizations, the collect ion, analysis and dissemination of t hese data send a message about the importance of tending to customers and ensuring that they have a positive experience with the company's goods and services."
Customer satisfaction, a term frequently used in market ing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as “the number of customers, or percentage of total customers , whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals.” In the survey of nearly senior market ing managers, 71 percent responded that they found a customer satisfaction metric very useful in managing and monitoring their businesses.
The authors also wrote that "customer satisfaction data are among the most frequently collected indicators of market perceptions. Their principal use is twofold:"
"Although sales or market share can indicate how well a firm is performing currently, satisfaction is perhaps the best indicator of how likely it is that the firm’s customers will make further purchases in the future. Much research has focused on the relationship between customer satisfaction and retention. Studies indicate that the ramifications of satisfaction are most strongly realized at the extremes."
Collection of data : Primary & Secondary
Sample Size :100
Research Design : Descriptive research design
Data Collection Tool: Questionnaire.
NEED FOR THE STUDY:
Customer satisfaction plays a vital role in the co mpany’s growth. If customers are satisfied with the product or service, the co mpany can expand otherwise it has to focus the areas where customers are not satisfied, for this, we need to study the Customer satisfaction of the co mpany. The present study focuses on customer satisfaction of Muthoot Finance in Venkatagiri.
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Scope of the study:
The survey is purely based on the Venkatagiri and has focused on customers. The study covers the information about the mind set of customers may varies fro m situation & where the respondents may not be able to give required and accurate information.
Objectives of the study:
To analyse the rate of customer satisfaction.
To know about the preferences of the customers. To know the gold loan facility provided by Muthoot Finance Ltd To analyse customer’s satisfaction level towards gold loan provided by Muthoot Finance. Limitations of the study:
Issues with research samples and selection.
Insufficient sample size for statistical measurements. Lack of previous research studies on the topic.
DATA ANALYSIS AND INTERPRETATION
Q 1) Satisfactions of Muthoot finance PVT Ltd
Options Respondence Percentage
YES 60 60
NO 40 40
Total 100 100
RESPONDENTS 100 90 80 70 60 50 40 30 20 10 0 1 2
Options Respondence Percentage
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Interpretation: From the above chart shows that 60% of the respondents are satisfied and 40% of the respondence are not satisfied with Muthoot finance.
2) Customer satisfaction levels on Service
No. S .no Options Respondents Percentage
1 Highly Satisfied 40 40
2 Satisfied 26 26
3 Dissatisfied 22 22
Highly 4 Dissatisfied 12 12
Total 100 100
100 No. of Responents 80
60
40
20
0 1 2 3 4 Total Options No. Respondents Percentage
Interpretation:
Fro m the above chart shows that 40% of the respondents are highly satisfied ,26% o f the respondence are satisfied, 22% of the respondence are dissatisfied and 12% of the respondence are highly dissatisfied with Muthoot finance services.
3) Awareness about Muthoot finance Pvt Ltd through
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No of S.no options respondents Percentage
1 Friends & Relatives 40 40
2 Advertisements 15 15
3 Dealers 30 30
4 Others 15 15
Total 100 100
Interpretation: Fro m the above chart shows that 40% of the respondents are aware of through friends and relatives, 15% of the respondents are aware of through advertisements, .30% of respondents are through dealers of Muthoot finance.
Findings:
Muthoot Finance Clear That 66% Of the Respondents Are Satisfied with Service. 70% of the respondents are satisfied by Quality services while purchasing Muthoot Finance gold loans. 70% Of the Respondents Are Satisfied with Price of Muthoot Finance When Co mpared with Other Brand Prices. Muthoot Finance is inferred that 40% of the respondents are aware of Muthoot finance through friends and relative.
Suggestions:
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I would like to sugges t that Muthoot Finance invest or expense their money into advertisement and they have to cover more customer because in gold loan market there are many banks wh ich are giv ing tough competition to the Muthoot Finance. There are Malappuram bank, IIFL gold loan, Muthoot Fincorp are the co mpetitors of the Muthoot Finance and they have to give fight to these banks.
Muthoot Finance is providing many other services with gold loan.
Conclusion:
Fro m my research I can conclude that there are more middle-class families who get benefit of Muthoot Finance’s services. There is mostly s mall-scale Businesses, are take visit o f Muthoot Finance’s. Most of respondents are satisfied fro m the services which are provided by home loans, and personal loans. Lo w-income earner people take more loan as compare to high income earner.
References:
1. Philip Kotler, Kevin Lane Keller, 2006, Marketing Management, Pearson publishers, New
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