AUTO LOAN

An auto loan is a loan used to finance the purchase of an automobile and usually backed by a
lien on the vehicle
Auto loans may usually be obtained from your bank or credit union or from the auto dealer
selling the vehicle. Your credit union will usually offer the lowest interest rate.
The interest paid on an auto loan is no longer deductible on your federal income tax return. For
this reason, many now get home equity loans instead to finance the purchase of autos. This
results in paying the lower interest rate of a second mortgage and makes the interest payments
tax deductible.
Auto Finance Industry
The auto industry (passenger cars and multi-utility vehicles) has been a leading indicator of the
growth of Indian economy. It has been growing at a rate of 16% for the past five years, roughly
twice the rate of our GDP (gross domestic product) growth. We expect the industry to double in
five years on the back of growing aspirations of the current set of manufacturers as well as the
continued inflow of global players.
Stable growth
Indias auto finance industry is estimated at Rs. 60,200 crore for FY2011. Over a five-year
period, the auto finance industry has grown at the rate of 13%. The accompanying table gives the
five-year trend for auto sales and for the financing industry. The auto finance industry has
consolidated over the past few years as some firms exited the industry and the largest company
slowed down post the financial crisis of 2008. Excepting FY2009, finance penetration (cars sold
against loans) has remained steady at healthy 70% levels (for perspective, the comparative
number for China would be 12-15%).

Auto finance drivers

Buoyant economy leading to higher disposable income.
New models and launches in untapped segments. Reduced ownership period to 36-40 months.
Extended product life cycles and competition amongst manufacturers have kept a check on car
prices. In some instances, prices are unchanged from a decade ago.
Geographical expansion and better distribution by both manufacturers and financiers has
opened up new markets.
Credit bureaus have been of tremendous help in taking informed credit decisions and lowering
credit losses. For a thin margin business like auto finance, this has been a great help.
With better availability of credit data, financiers have been offering higher-loan-to-value, and
balloon instalment schemes enable customers to keep monthly EMIs at affordable levels.
The changing customer mindset towards leveraging has meant that more customers are willing
to take loans early in their working lives. This segment typically looks at their cash flows and the
EMIs while deciding what car to buy.
Post the financial crisis of 2008, lenders with large unsecured lending books suffered large
losses. Car lending, being secured, saw relatively lesser losses, thus lenders this time around are
focusing on funding such assets.
Diesel counters caution
For the past 10 months, interest rates have risen by 200-225 basis points. One basis point is onehundredth of a percentage point. Finance penetration has reduced to 65-67% and the auto
industry is stagnating. Though the increase in interest rates has been mostly offset by higher
discounts offered by the manufacturers, sales have been adversely impacted by poor sentiment
due to high inflation (constraining disposable incomes), higher fuel prices, weak property prices
and poor capital markets. Interestingly, diesel vehicles, though being more expensive, have been
2

doing well, which suggest that customers are willing to pay higher upfront prices if they see
lower running costs.

Auto Finance:The past 12 months have also seen the entry of captives in the Indian market. BMW Financial
Services, Volkswagen Financial Services, Daimler Financial Services and Toyota Financial
Services have commenced operations in the country. The advent of captives signifies the
importance that manufactures are according to the Indian market.
Usually, with the arrival of captives, the financing industry also expands as they launch new
financing products. Residual value guaranteed products enable a customer to pay a fixed monthly
rental for the lease period and then either buy the car at a pre-determined residual value or trade
it in for a new car.

Banking on BRIC
Car sales in developed markets like Europe and the US are likely to remain stable or slow down.
Consensus estimates suggest that global sales growth will be driven by emerging economies like
Brazil, Russia, India and China.

This is the assumption behind the aggressive growth plans by existing manufacturers and
substantial investment by the new entrants.
In India, as overall auto sales double in next five years, Indias auto finance industry is set to ride
a growth trajectory that is unparalleled in the domestic or international market.

Hinduja Leyland Finance Ltd (HLF) was incorporated in the year 2008 and is registered as a
non-deposit taking NBFC with Reserve Bank of India. It is one of Indias leading non-banking
finance companies spread across 19 states pan-India. Through a vast network of branches, it
provides customized finance for the widest range of utility vehicles, tractors, cars, two wheeler
and other commercial vehicles, focusing on the semi-urban and rural sector.
Hinduja Leyland finance is a conglomerate of "HINDUJA GROUP" which has global presence
in Automobiles, Energy & Chemicals, IT/ITES, Banking and Finance, Media/Entertainment and
Infrastructure.
HLF aims to enable people fulfill their ambition of owning their own vehicle. We think of
ourselves, not as a simple loan provider, but as a partner in your quest to fulfill your biggest
ambitions in life and in business. We offer an exhaustive suite of vehicle financial solutions
Commercial vehicle finance, Personal Vehicle finance, Construction Equipment Finance, Rural
finance loans etc. Whats unique with our business model is that, we provide an easy-to-use loan
calculator with which one can decide on the tenure, interest rate and the loan amount that best
suits you.
HLFs goal is to be a one stop shop in the space of vehicle and equipment finance.

Mission
To grow our business on sound lines to create value for all our stakeholders; viz: shareholders,
customers, employees and society as a whole.
Vision
Hinduja Leyland Finance aspires to be :

The Best in class Non-Banking Finance Company in the chosen parameters among the
companies engaged in vehicle and equipment financing.

A preferred financier for all customers and dealers.

A forerunner in the market place in terms of profitability, productivity and efficiency as

measured by ROA, ROE, NIM, Cost to Income Ratio and Net NPAs.

An institution where we act ethically, honestly and with transparency in all our dealings,
be it with our employees, customers, shareholders, the community we serve, Regulators
and the Government.

An organization distinguished by :
o

Its use of technology to extend excellent customer service, standardize operating

processes at all branches and exercise rigorous risk management practices across
credit, operational and market risks.

Empowerment of its employees to deliver consistently superior business results

with pride and sense of achievement.

Sustainable practices and corporate social responsibility aiming at financial

inclusion.
6

HLF is governed by following values:

Trust :
To maintain a workplace characterized by widespread belief in the integrity, reliability,
and ability of employees.

Customer Service :
To Consider and understand the needs of the customer to facilitate the accomplishment of
common goals.

Competence :
To maintain a workplace characterized by employees who have the skills and training to
do their jobs.

Teamwork :
To encourage the use of teams to accomplish organizational goals and objectives.

Quality :
To promote an environment characterized by employees with a passion for excellence.

Honesty :
To always maintain the highest standards of credibility, sincerity and trustworthiness.

Respect :
To always treat people with the highest level of regard and dignity, recognizing the value
of each individual

Accountability :
To be responsible for and committed to, the timely delivery of quality services and
solutions as individuals and teams.

HLF is into commercial vehicle loan financing business. We offer a wide range of products to
suit the customer needs at affordable cost. HLF has 430 branches as on date spread across 19
states in India.
HLF put in place a process which is evolved on the principle laid down here in, our enterprise
solution seeks to provide a comprehensive understanding of the business process governing the
financing of vehicles. Underlying theme or the objective of this application is to enable even a
new entrant to the business to understand business risks, his role and the role of other
participants in the process. Every activity underscores in its process the role of the maker,
checker and reviewer.
In order to minimize the time taken for review by three layers in every process, we have, through
technology, achieved reduced / minimum flow of documents physically. In many of the
processes the checkers role is embedded in the validation mode in the system so that there is no
physical verification is necessary for ensuring accuracy.
The following process is has been embedded in our business process to strengthen our operations
by minimizing risks :

De-duping
This is the exclusivity feature in HLF business activity. The purpose of this feature is to
track multiple loans to the same customer across products.

Credit Scoring
In our business process we have developed credit scoring module that would match with
our business needs. We decide customers loan eligible amount by using this feature. We
8

have configured the questions for credit scoring and the score corresponding to those
questions in a way that it can be changed based on our operational requirements.

Integrated accounting
We have inbuilt accounting module to track all the accounting entries. We have used
CGAP standards to build this module. Our accounting module is strongly integrated with
both operational and financial modules. This builds transparency and accountability in
the business-flow.

Reports
All the reports are generated real time so that in case of any discrepancy there can be
early rectification. We have an internal team who closely monitors the reports on realtime and do necessary follow-ups from the field and this is one of the ways we minimize
risk in our business.

Board of Directors

Mr. R Seshasayee (Chairman)

Mr. S Nagarajan (Managing Director)
Mr. Dheeraj G Hinduja (Director)
Mr. Soloman Raj (Director)
Mr. R Sundaraman (Director)
Mr. Anil Harish (Director)
Mr. Y.M.Kale (Director)

The core strengths of our business are :

Wide network / huge customer base :

Our operations are spread across India. Currently we operate in 19 states with more than
400 branches.

Low / Minimal documentation norms :

The KYC and other required documents are very minimal

Customized products :
We have customized our products based on customer needs

Fast Loan Processing :

The turn-around time is less than 48 hrs after receiving the application.

Flexible repayment modes :

We have given customers the flexibility to choose the mode of payment based on their
choice.

Excellent Relationship with dealers :

We hold excellent relationship with all the dealers and are preferred financers for most of
them.

10

Milestones
Within no time of starting operations Hinduja Leyland Finance has become a leading player in
vehicle loan financing segment across India. Presented below are some of the significant
milestones in the Companys journey towards excellence and leadership.

11

HLF firmly believes that technology is one of the key enablers for scaling business. HLF has
developed a robust Enterprise Resource Planning (ERP) system internally to track the data realtime. The integrated technology platform that HLF has adopted would enable all the branches to
send data online daily to a centralized server for consolidation and analysis. This has been
helping HLF increase its operational efficiency and employee productivity, which in turn is
assisting minimize risk. It also provides timely decision support to the management and ensures
strict monitoring controls. The key factors that have influenced HLFs investment in technology
are flexibility, scalability and interfacing capabilities of the technical solution.
One of the unique features of HLFs ERP is the option of configuring various products in the
same system. We have developed our ERP in a way that it has an appetite to accept n number
of products. This way we minimize cost of development and also help in strengthening our dedupe function.

12

Product And Services of Hinduja Leyland Finance Ltd.:-

A) Construction equipment:Whether you're looking to construct a bigger business or play your part in building the nation,
Our Construction Equipment Loans is there to partner you. We believe, after all, that every
person must have access to the means to not just live, but live big.
We also provide finance for the purchase of new equipment for road construction, mining as well
as infrastructure projects. We also extend financial assistance for buying second hand
construction equipment.
Features & Benefits

After the initial payment and the submission of all necessary documents, the delivery
order for the equipment is placed and the equipment is delivered to you

All the documentation required will be discussed with you up-front

Flexible funding option based on customer prediction.

The scheme generally varies based on the needs of the customers

The maximum tenure will be 48 months

Quick finance against vehicles that are up to 10 years old

B) Rural vehicals:If you are looking for finance to buy your tractor, you have come to the right place. We offer
hassle-free Tractor loan with the best terms for funding at the most attractive rates in India.
Features & Benefits

Covers a wide range of tractors manufactured in India.

Covers customer segments, using tractors for agricultural as well as commercial purposes

Avail finance up to 90 % on your favorite tractor

Flexible repayment options ranging from 12 - 48 months

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Speedy processing

Repay with easy PDC's or by way of cash collection

Attractive interest rates

Hassle Free documentation

C) Personal vehicle
1) Two wheelers:You dream for a vehicle and you own it immediately. With our customized two wheeler finance
product now every individual can own a vehicle of your choice. With quick approvals, flexible
payment options and easy repayment - we'll help you buy the bike you desire.
Features & Benefits

Flexible repayment options, ranging from 12 to 36 months available even at the point of
purchase.

Repay through post-dated cheques, with easy EMIs or by cash collection.

Hassle free loans

Speedy loan approval

Available for almost all models at attractive interest rates

2) Car Loans:Our Car Loans makes owning that car youve always wanted a speed-bump-free experience. In
today's fast paced world, a vehicle is but a necessity. Whether as a comfortable and dependable
means of transport or as a status symbol in society, we believe you deserve ownership of a
vehicle. The Car Loans from HLF are designed to finance the car that suits your need and
matches to your status & taste.
Features & Benefits

Covers the widest range of cars in India.

Loan repayment tenure ranging from 12 to 60 months.

14

Borrow up to 2 times your annual salary for salaries and self-employed professionals

Speedy processing - within 48 hours.

Repay with easy EMIs, cash or post-dated cheques

Attractive interest rates

Hassle-free documentation

D) Commercial Vehicles
1) Heavy Commercial Vehicles:Our core business operation is Financing and refinancing all types of commercial vehicles. Since
inception we have been working towards supporting entrepreneurs realize their dreams by
financing vehicles. Our large geographical coverage is marked by a hub-and-spoke approach
through an array of regional, branch and pocket offices. One of our key offering covers Heavy
Commercial Vehicles. We are exclusively tied up with Ashok Leyland heavy vehicle department
and enjoy special offers.
Features & Benefits

Loans are also extended for both chassis and body fabrication.

We provide refinance on your existing vehicle or finance for the purchase of pre-owned
vehicles.

Documentation process is absolutely simple and hassle-free.

Presence in multiple locations lets you have quicker access to funds and repayment

Repay with easy EMIs, cash or post-dated cheques

Maximum tenor of loan 48 months

Funding can go up to 100% based on the class of customers

2) Medium vehicles:To help you with your dream of owning a Medium Commercial Vehicle we provide several
customized financial options. From a range of MCVs, now purchase your own through a quick
and simple loan process. We also extend financial assistance for buying second hand medium

15

commercial vehicles. For all dealers we have a special trade advance facility in place. The
condition and market value of the vehicle are the key factors in determining the credit approval
and the quantum of finance.
Features & Benefits

Speedy delivery of the vehicle after the initial payment and the submission of all
necessary documents

All documentation required will be discussed with you up-front

Maximum tenure will be 48 months

Quick finance against vehicles that are used

Loans are extended for both chassis and body fabrication.

3) Intermediate commercial vehicle:HLF is a prominent player in Intermediate commercial vehicle finance in each of the states in
which it operates. Our primary focus is on financing first-time buyers and first-time users
owning 0-5 vehicles.
Features & Benefits

Loans are also extended both on chassis and body fabrication.

We even provide refinance on your existing vehicle or finance for the purchase of preowned vehicles.

Documentation process is absolutely simple and hassle-free.

Presence in multiple locations lets you have quicker access to funds and repayment

Repay with easy EMIs, cash or post-dated cheques

4) Light commercial vehicle:If you are looking at finance or loan options for the purchase of your light commercial vehicle,
you have come to right place. We offer hassle-free commercial vehicle loans with the best terms
for funding at the most attractive rates in India.

16

Features & Benefits

Flexibility of selecting a finance scheme that suits your needs.

Speedy delivery of the vehicle after the initial payment and the submission of all
necessary documents

Funding can go up to 100% based on the class of customers

All documentation required will be discussed with you up-front

Maximum tenure will be 48 months

Quick finance with attractive packages against vehicles that are used

5) Small commercial vehicles:For any business to succeed, the availability of funds throughout its life cycle is of paramount
importance. We offer a wide range of services for funding of small commercial vehicles. The
limits are fixed keeping in view the customers need for funds against the value of the security,
margin available and credit worthiness of the borrower.
At first, the customer requirements are properly understood and documented. After this the
customer requirements are matched with company capability and services are offered as per the
requirements of the customer within the overall policy framework/procedural guidelines. Credit
worthiness of the customer is properly assessed and approval is obtained from the appropriate
authority
Features & Benefits

Speedy delivery of the vehicle after the initial payment and the submission of all
necessary documents

Funding can go up to 100% based on the class of customers

All documentation required will be discussed with you up-front

Quick finance against vehicles that are old

Maximum tenor of loan provided is for 48 months

17

6) Passenger Commercial Vehicle:Transportation is a vital lifeline for business growth, and absolutely cannot be compromised
upon. Nobody understands this better than us, which is why we have tailored the Commercial
Vehicle Loans to make it easier than ever to own the ideal Passenger carriers. We have created a
unique range of products at competitive rates to meet the ever growing commercial vehicle needs
of India Inc.
Features & Benefits

Funding option available for contract carriages, stage carriages, staff buses, school &
college Buses.

Maximum tenor of loan provided is for 48 months.

Flexible funding option based on customer prediction.

7) Three-wheeler Commercial Vehicle

With our customized financial options and quick process of sanctioning a loan, acquiring your
new three-wheeler will become easier than you ever expected. Now choose the one that suits you
the best.
Features & Benefits

Speed delivery of the vehicle after the initial payment and the submission of all necessary
documents

Maximum tenor of loan provided is 36 months

Maximum funding provided is 85% cost of the vehicle.

All documentation required will be discussed with you up-front

18

RESEARCH METHODOLOGY
Research is common parlance refers to research for Knowledge one can also define research is a
scientific and systematic search for pertinent information and specific topic. The advance learner
dictionary of current English lays down the meaning of research as:
A Careful Investigation or enquiry especially through search for new fact in any branch
of Knowledge
Some People consider search as a moment from not to not so:
Research Always start with the problems
Its purpose is to find answer or solution of the Problem through application of scientific
method.
It is a systematic and Intensive study Directive towards a more complete knowledge of
the subject studies.
The Purpose of search is to discover answers to Questions through the Applications of
Scientific procedures. The main aim of search is to find out the truth which is hidden and
which has not been discovered as yet.

19

Objectives of the study: Perception of customer regarding services provided by the Hinduja Leyland Finance Ltd
To know about problem faced by the customer while taking loan and make suggestions to
solve their problem

20

Nature of the Study

This research is Descriptive in nature. Descriptive Research is designed to describe
characteristics of a population or a phenomenon.
Descriptive Research
Objective

Objective are formalized and structure with

clearly stated hypothesis or investigative
questions

Characteristic

Descriptors of phenomenon or characteristic

associated with subject population (the Who,
What,

When,

Where

&

How

Of

Topic);Describe market characteristics or

function; preplanned & structured design.
Methods

Primary data, Observation ,Secondary data

Data Collection
In dealing with any real life problem is often found that data at hand are in adequate and hence it
becomes necessary to collect data that are appropriate. There are several ways of collecting the
appropriate data which differ considerable in context of money cost time and other resources at
the disposable of Researcher. Data collection sources are as follow:-

Primary source:

Questionnaires filled by respondents

Secondary source:

Internet website

Journals

Books
21

Sample size:
60 customers of Hinduja Leyland Finance Ltd. The research is carried out in Hisar.

Sampling techniques:
The sampling technique used in this research Convenience sampling technique. Convenience
sampling (sometimes known as grab or opportunity sampling) is a type of non-probability
sampling which involves the sample being drawn from that part of the population which is close
to hand. That is, a sample population selected because it is readily available and convenient.

Data has been represented through: Bar charts and Pie Charts:After the data has been collected, it has been analyzed in the short form that it has been
converted with the help of coding, tabulation and drawing various graphs.

22

LIMITATIONS OF THE STUDY

In spite of all the care and effort have some basic limitations, which cannot be avoided, and the
constraints under which the researcher has to work caused these limitations. The present study
may have the following limitations.

The study was limited to 60 people only.

Due to limited time period and constrained working hours for most of the
respondents, they might not ready to spend much time on questionnaire seriously.

Huge money is required for conducting a survey and research. Being a student I
have this constraint too.

Convenience sampling technique was used due to paucity of time, effort, and
money.

23

Q .1 How did you come to know about Hinduja Leyland Finance Ltd.?

Advertisement
Refrences
At showroom recommendation by
salesman
Other

Respondents
20
8
12
20

Respondents

Other
33%
Advertisement
34%

At showroom
recommendatio
n by salesman
20%

Refrences
13%

Inference: Here we can see that 34% respondents come to know about Hinduja Leyland Finance Ltd. by
the help of advertisement , 13% respondents come to know about Hinduja Leyland Finance Ltd. by the
help of refrences , 20% respondents come to know about Hinduja Leyland Finance by help of showroom
recommendation by salesman , 33% respondents come to know about Hinduja Leyland Finance by the
help of other materials.

24

Q.2 which vehicle you have financed from Hinduja Leyland Finance Ltd.?

Commercial vehicles
Personal vehicles
Construction
equipment
Rural vehicles

Respondents
30
18
8
4

Rural vehicles
7%

Respondents

Construction
equipment
14%

Personal
vehicles
31%

Commercial
vehicles
48%

Inference: Here we can see that 48% respondents were financed commercial vehicles , 31%
Respondents were financed personal vehicles , 14% respondents were financed construction
Equipment , 7% respondents were financed rural vehicles from Hinduja Leyland Finance Ltd.

25

Q.3 which features you like most in vehicle finance services of Hinduja Leyland Finance
Ltd.?

Less paper work

Attractive interest rate
Transparency
Simple and fast processing
Longer tenure for ease of repayment

Respondents
12
15
8
10
15

Respondents
16
14
12
10
8
6
4
2
0

Respondents

Inference: Here we can see that 12 respondents were like less paper work , 15 respondents were
Like attractive interest rate , 8 respondents were like transparency , 10 respondents were like
Simple and fast processing , 15 respondents were like long tenure for ease of repayment in
vehicle finance services of Hinduja Leyland Finance Ltd.

26

Q .4 Are you satisfied with the technological up-to-date equipments of the company?

Highly Satisfied

RESPONDENTS
18

Satisfied

22

Neutral

Dissatisfied
15
Highly dissatisfied 0

RESPONDENTS
25
20
15
RESPONDENTS

10
5
0
Highly
Satisfied

Satisfied

Neutral

Highly
Dissatisfied dissatisfied

Inference: Here we can see that 18 respondents were highly satisfied with the technological upto-date equipments of the company , 22 respondents were satisfied with the technological up-todate equipments of the company , 5 respondents were neutral with the technological up-to-date
equipments of the company , 15 respondents were dissatisfied with the technological up-to-date
equipments of the company & No respondents were highly dissatisfied with the technological
up-to-date equipments of the company.

27

Q .5 Are you satisfied with the company statement? Is it visually clear?

Highly
Satisfied
Satisfied
Neutral
Dissatisfied
Highly
dissatisfied

RESPONDENTS
33
17
8
2
0

RESPONDENTS
35
30

25
20
15

RESPONDENTS

10
5
0
Highly
Satisfied

Satisfied

Neutral

Highly
Dissatisfied dissatisfied

Inference: Here we can see that 33 respondents were highly satisfied with the company
Statement , 18 respondents were satisfied with the company statement ,8 respondents were
Neutral with the company statement , 2 respondents were dissatisfied with the company
Statement & no respondents were highly dissatisfied.

28

Q .6 Are you satisfied with the way employees behave with you?

Highly Satisfied

RESPONDENTS
38

Satisfied

22

Neutral

Dissatisfied
0
Highly dissatisfied 0

RESPONDENTS
40
35
30
25
20
RESPONDENTS

15
10
5
0
Highly
Satisfied

Satisfied

Neutral

Highly
Dissatisfied dissatisfied

Inference: Here we can see that 38 respondents were highly satisfied , 22 respondents
Were satisfied , no respondents were found with neutral , dissatisfied & highly dissatisfied
With the way employees behave with customer.

29

Q .7 Are you satisfied by the service of handling customers service problems?

Highly Satisfied

RESPONDENTS
18

Satisfied

22

Neutral

20

Dissatisfied
0
Highly dissatisfied 0

RESPONDENTS
25
20
15
RESPONDENTS

10
5
0
Highly
Satisfied

Satisfied

Neutral

Highly
Dissatisfied dissatisfied

Inference: Here we can see that 18 respondents were highly satisfied by the service of handling
customers service problems , 22 respondents were satisfied by the service of handling
customers service problems , 20 respondents were neutral by the service of handling customers
service problems , & no respondents were dissatisfied or highly dissatisfied by the service of
handling customers service problems.

30

Q .8 Are you satisfied with the employees eagerness of instilling confidence in customers?

Highly Satisfied

RESPONDENTS
28

Satisfied

12

Neutral

Dissatisfied
2
Highly dissatisfied 10

RESPONDENTS
30
25
20
15
RESPONDENTS

10
5
0
Highly
Satisfied

Satisfied

Neutral

Highly
Dissatisfied dissatisfied

Inference: Here we can see that 28 respondents were highly satisfied with the employees
eagerness of instilling confidence in customers , 12 respondents were satisfied with the
employees eagerness of instilling confidence in customers , 8 respondents were neutral with the
employees eagerness of instilling confidence in customers , 2 respondents were dissatisfied with
the employees eagerness of instilling confidence in customers , 10 respondents were highly
dissatisfied with the employees eagerness of instilling confidence in customers.

31

Q .9 Are you satisfied by the employees behaviour of showing consistently courteousness

towards you?

Highly Satisfied

RESPONDENTS
18

Satisfied

12

Neutral

Dissatisfied
12
Highly dissatisfied 10

RESPONDENTS
20
18
16
14
12
10
8
6
4
2
0

RESPONDENTS

Highly
Satisfied

Satisfied

Neutral

Highly
Dissatisfied dissatisfied

Inference: Here we can see that 18 respondents were highly satisfied by the employees
behaviour of showing consistently courteousness towards company , 12 respondents were
satisfied by the employees behaviour of showing consistently courteousness towards company ,
8 respondents were neutral by the employees behaviour of showing consistently courteousness
towards company , 12 respondents were dissatisfied by the employees behaviour of showing
consistently courteousness towards company , 10 respondents were highly dissatisfied by the
employees behaviour of showing consistently courteousness towards company.

32

Q .10 Are you satisfied with the services provided by the company as promised?

Highly Satisfied

RESPONDENTS
22

Satisfied

38

Neutral

Dissatisfied
0
Highly dissatisfied 0

RESPONDENTS
40
35
30
25
20
RESPONDENTS

15
10
5
0
Highly
Satisfied

Satisfied

Neutral

Highly
Dissatisfied dissatisfied

Inference: Here we can see that 22 respondents were highly satisfied with the services provided
by the company as promised , 38 respondents were satisfied with the services provided by the
company as promised , no respondent were found as neutral , dissatisfied & highly dissatisfied
with the services provided by the company as promised.

33

Q.11 Are you satisfied by the overall service quality of Hinduja Leyland Finance Ltd.?

Highly Satisfied

RESPONDENTS
32

Satisfied

28

Neutral

Dissatisfied
0
Highly dissatisfied 0

RESPONDENTS
35
30
25
20
15

RESPONDENTS

10
5
0
Highly
Satisfied

Satisfied

Neutral

Highly
Dissatisfied dissatisfied

Inference: Here we can see that 32 respondents were highly satisfied by the overall service
quality of Hinduja Leyland Finance Ltd. , 28 respondents were satisfied by the overall service
quality of Hinduja Leyland Finance Ltd. , no respondent were found neutral , dissatisfied &
dissatisfied by the overall service quality of Hinduja Leyland Finance Ltd.

34

FINDINGS
The table and pie chart show that 34% respondents come to know about Hinduja Leyland
Finance Ltd. by the help of advertisement , 13% respondents come to know about
Hinduja Leyland Finance Ltd. by the help of refrences , 20% respondents come to know
about Hinduja Leyland Finance by help of showroom recommendation by salesman ,
33% respondents come to know about Hinduja Leyland Finance by the help of other
materials.
The table and pie chart show that 48% respondents were financed commercial vehicles ,
31% Respondents were financed personal vehicles , 14% respondents were financed
construction Equipment , 7% respondents were financed rural vehicles from Hinduja
Leyland Finance Ltd.
The table and bar graph show that 12 respondents were like less paper work , 15
respondents were Like attractive interest rate , 8 respondents were like transparency , 10
respondents were like Simple and fast processing , 15 respondents were like long tenure
for ease of repayment in vehicle finance services of Hinduja Leyland Finance Ltd.
The table and bar graph show that 18 respondents were highly satisfied with the
technological up-to-date equipments of the company , 22 respondents were satisfied with
the technological up-to-date equipments of the company , 5 respondents were neutral
with the technological up-to-date equipments of the company , 15 respondents were
dissatisfied with the technological up-to-date equipments of the company & No
respondents were highly dissatisfied with the technological up-to-date equipments of the
company.
The table and bar graph show that 33 respondents were highly satisfied with the company
Statement, 18 respondents were satisfied with the company statement, 8 respondents
were Neutral with the company statement, 2 respondents were dissatisfied with the
company Statement & no respondents were highly dissatisfied.
The table and bar graph show that 38 respondents were highly satisfied , 22 respondents
Were satisfied , no respondents were found

with neutral , dissatisfied & highly

dissatisfied With the way employees behave with customer.

The table and bar graph show that 18 respondents were highly satisfied by the service of
handling customers service problems , 22 respondents were satisfied by the service of
35

handling customers service problems , 20 respondents were neutral by the service of

handling customers service problems , & no respondents were dissatisfied or highly
dissatisfied by the service of handling customers service problems.
The table and bar graph show that 28 respondents were highly satisfied with the
employees eagerness of instilling confidence in customers , 12 respondents were
satisfied with the employees eagerness of instilling confidence in customers , 8
respondents were neutral

with the employees eagerness of instilling confidence in

customers , 2 respondents were dissatisfied with the employees eagerness of instilling

confidence in customers , 10 respondents were highly dissatisfied with the employees
eagerness of instilling confidence in customers.
The table and bar graph show that 18 respondents were highly satisfied by the
employees behaviour of showing consistently courteousness towards company , 12
respondents were satisfied by the employees behaviour of showing consistently
courteousness towards company , 8 respondents were neutral by the employees
behaviour of showing consistently courteousness towards company , 12 respondents were
dissatisfied by the employees behaviour of showing consistently courteousness towards
company , 10 respondents were highly dissatisfied by the employees behaviour of
showing consistently courteousness towards company.
The table and bar graph show that 22 respondents were highly satisfied with the services
provided by the company as promised , 38 respondents were satisfied with the services
provided by the

company as promised , no respondent were found as neutral ,

dissatisfied & highly dissatisfied

with the services provided by the company as

promised.
The table and bar graph show that 32 respondents were highly satisfied by the overall
service quality of Hinduja Leyland Finance Ltd. , 28 respondents were satisfied by the
overall service quality of Hinduja Leyland Finance Ltd. , no respondent were found
neutral , dissatisfied & dissatisfied by the overall service quality of Hinduja Leyland
Finance Ltd.

36

CONCLUSION
Hinduja Leyland Finance Ltd. is to be an ideal & leading other financial institutions byUsing
latest technologies and variety of services. For success of every organization behavior of the
employees play key role .Hinduja Leyland Finance Ltd. employees respond to their customer
according to their needs. Hinduja Leyland Finance Ltd. used upgrade technology which help
them in gaining sustainable competitive advantage.
The people are expecting more beneficial Services from the institution. It should keep-up the
expectations of people by regularly Conducting surveys on people service and alter service in
favour of people. In addition, employees will do things like offering new schemes for the people
which will helps to the customer as well as to the institution also. It is easy to gain a fine postion
but harder to retain it.

37

SUGESSTIONS OF THE STUDY

Hinduja Leyland Finance Ltd. should reduce the paper work.
Hinduja Leyland Finance Ltd. should change the interest rate according to market
condition which helps company to increase their customer data base.
Hinduja Leyland Finance Ltd. should maximize the transparency.
Hinduja Leyland Finance Ltd. should increase the longer tenure for ease of repayment of
loan.
Hinduja Leyland Finance Ltd. should increase promotional activities to attract more
customers.

38

BIBLIOGRAPHY
Refrences:
1. Bird C. Car Loans: How Long Should They Be?. Cars.com.
2. Credit card holders pay Rs 6,000 cr 'extra' May 3, 2007
3. Guttentag, Jack (October 6, 2007). "The Math Behind Your Home Loan". The
Washington Post. http://www.washingtonpost.com/wpdyn/content/article/2007/10/05/AR2007100501165.html. Retrieved May 11, 2010.
4. Samuel A. Donaldson, Federal Income Taxation of Individuals: Cases, Problems and
Materials, 2nd Ed. 111 (2007).
5. Signoriello, Vincent J. (1991), Commercial Loan Practices and Operations, ISBN 978-155520-134-0
6. Subsidized Loan - Definition and Overview at About.com. Retrieved 2011-12-21.

Books:
Marketing Management - Philip Kotler
Consumer Behavior Leron G. Schiffman

Newspapers:
Times of India
Economic Times
Financial Express
Business standard

Websites
www.wikipedia.org
www.google.com
www.hindujaleylandfinance.com

39

QUESTIONNAIRE
Dear Respondent,
I am doing my Research Project on the topic Customers Perception Regarding Service
Provides By Hinduja Leyland Finance Ltd. , which is a part of the BBA curriculum. To
pursue the objective, I need your valuable feedback. Kindly spare 5 minutes of your valuable
time and fill this questionnaire. I assure you that the information collected will be used only for
the academic purpose.
Q .1 How did you come to know about Hinduja Leyland Finance Ltd.?
Advertisement
Refrences
At showroom recommendation by salesman
Others
Q.2 which vehicle you have financed from Hinduja Leyland Finance Ltd.?
Commercial vehicles
Personal vehicles
Construction equipment
Rural vehicles
Q.3 which features you like most in vehicle finance services of Hinduja Leyland Finance Ltd.?
Less paper work
Attractive interest rate
Transparency
Simple and fast processing
Longer tenure for ease of repayment

40

Q .4 Are you satisfied with the technological up-to-date equipments of the company?
Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly dissatisfied

Q .5 Are you satisfied with the company statement? Is it visually clear?

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly dissatisfied

Q .6 Are you satisfied with the way employees behave with you?
Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly dissatisfied

Q .7 Are you satisfied by the service of handling customers service problems?

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly dissatisfied

Q .8Are you satisfied with the employees eagerness of instilling confidence in customers?

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly dissatisfied

Q .9 Are you satisfied by the employees behaviour of showing consistently courteousness?

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly dissatisfied

Q .10 Are you satisfied with the services provided by the company as promised?
Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly dissatisfied

Q.11 Are you satisfied by the overall service quality of Hinduja Leyland Finance Ltd.??
Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly dissatisfied

Q .12 Any suggestion you want to give for the betterment of Hinduja Leyland Finance Ltd.
Services?

41

Personal Information:Name: _____________________

Age (in years):
Below 25

25-35

35-45

Above 45

Occupation:
Student

Self-employed

Service

Housewife

Retired

Thank you for giving me your precious time.

42