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TABLE NO : 1

What kind of industry you belong to?

Frequency Percent Valid Percent Cumulative


Percent

micro industry 17 34.0 34.0 34.0

small scale industry 17 34.0 34.0 68.0


Valid
Large scale industry 16 32.0 32.0 100.0

Total 50 100.0 100.0

INTERPERTATION:
FROM THE ABOVE TABLE IT IS 34 % OF RESPONDENCE ARE MICRO INDUSTRY ,
what is the turnover of the company?

Frequency Percent Valid Percent Cumulative


Percent

Less than 25 lakhs 17 34.0 34.0 34.0

25lakhs - 5 crore 17 34.0 34.0 68.0


Valid
5 crore - 10 crores 16 32.0 32.0 100.0

Total 50 100.0 100.0


What type of company you belong to?

Frequency Percent Valid Percent Cumulative


Percent

Manufacturing company 21 42.0 42.0 42.0

Trading company 18 36.0 36.0 78.0


Valid
job work 11 22.0 22.0 100.0

Total 50 100.0 100.0


Who is your financial assistance?

Frequency Percent Valid Percent Cumulative


Percent

Bajaj finance 12 24.0 24.0 24.0

Mahindra finance 16 32.0 32.0 56.0

Valid Electronica finance limited 19 38.0 38.0 94.0


4.00 3 6.0 6.0 100.0

Total 50 100.0 100.0


Do they charge unnecessarily for document processing?

Frequency Percent Valid Percent Cumulative


Percent

Yes 20 40.0 40.0 40.0

Valid No 30 60.0 60.0 100.0

Total 50 100.0 100.0


Are you satisfied with the service of your financers?

Frequency Percent Valid Percent Cumulative


Percent

Yes 35 70.0 70.0 70.0

Valid No 15 30.0 30.0 100.0

Total 50 100.0 100.0


If yes, which is so attractive compared to others?

Frequency Percent Valid Percent Cumulative


Percent

Rate of interest 19 38.0 38.0 38.0

Loan sanction time 21 42.0 42.0 80.0


Valid
Service of the executives 10 20.0 20.0 100.0
Total 50 100.0 100.0
Have you liked the service of the sales executives?

Frequency Percent Valid Percent Cumulative


Percent

very good 10 20.0 20.0 20.0

good 25 50.0 50.0 70.0

Valid poor 14 28.0 28.0 98.0

very poor 1 2.0 2.0 100.0


Total 50 100.0 100.0
How many days they took to sanction your business loan?

Frequency Percent Valid Percent Cumulative


Percent

Three days 17 34.0 34.0 34.0

One week 22 44.0 44.0 78.0

Valid More than 15 days 8 16.0 16.0 94.0

More than 1 month 3 6.0 6.0 100.0

Total 50 100.0 100.0


How do you come to know about financers?

Frequency Percent Valid Percent Cumulative


Percent
Valid Advertisement 9 18.0 18.0 18.0
They approached us 19 38.0 38.0 56.0

Exhibition 16 32.0 32.0 88.0

By friends 6 12.0 12.0 100.0

Total 50 100.0 100.0

Would you recommend your financers to your friends?

Frequency Percent Valid Percent Cumulative


Percent

Yes 41 82.0 82.0 82.0

Valid No 9 18.0 18.0 100.0

Total 50 100.0 100.0


State your level of satisfaction towards document collection process by the
Financers?

Frequency Percent Valid Percent Cumulative


Percent
Highly satisfied 14 28.0 28.0 28.0

Satisfied 16 32.0 32.0 60.0

Neutral 17 34.0 34.0 94.0


Valid
Dissatisfied 2 4.0 4.0 98.0

Highly Dissatisfied 1 2.0 2.0 100.0

Total 50 100.0 100.0

which competitor will you choose, other than us?

Frequency Percent Valid Percent Cumulative


Percent

Bajaj finance 21 42.0 42.0 42.0


Valid
Mahindra finance services 15 30.0 30.0 72.0
HBD finance services 9 18.0 18.0 90.0

Others 5 10.0 10.0 100.0

Total 50 100.0 100.0

How helpful and friendly the staffs are?

Frequency Percent Valid Percent Cumulative


Percent

Very helpful 20 40.0 40.0 40.0


Valid
Okay 20 40.0 40.0 80.0
Poor 9 18.0 18.0 98.0

Very poor 1 2.0 2.0 100.0

Total 50 100.0 100.0


Is your Financers trustworthy?

Frequency Percent Valid Percent Cumulative


Percent

Yes 42 84.0 84.0 84.0

Valid No 8 16.0 16.0 100.0

Total 50 100.0 100.0


State the overall service of your financier?

Frequency Percent Valid Percent Cumulative


Percent

Excellent 19 38.0 38.0 38.0

Good 16 32.0 32.0 70.0

Valid Average 12 24.0 24.0 94.0

Poor 3 6.0 6.0 100.0

Total 50 100.0 100.0


WEIGHTAGE MEAN:

CRITERIA MEAN VALUE RANK


RATE OF INTEREST 2.8400 4
DOCUMENT COLLECTION 3.2600 5
LOAN PROCESS 4.0000 2
SANCTION TIME 4.0600 1
REPAYMENT REMINDER 3.9600 3

Descriptives
State your level of satisfaction towards document collection process by the Financers?

N Mean Std. Deviation Std. Error

Bajaj finance 13 1.7692 .83205 .23077


Mahindra finance 15 2.2000 .77460 .20000
Electronica finance limited 19 2.4211 1.12130 .25724
Siemens 3 2.0345 1.15470 .66667
Total 50 2.2000 .96890 .13702
Fixed Effects .95560 .13514
Model
Random Effects .17119

ANOVA
State your level of satisfaction towards document collection process by the Financers?

Sum of Squares df Mean Square F Sig.


Between Groups 3.994 3 1.331 1.458 .238
Within Groups 42.006 46 .913
Total 46.000 49

From the above ANOVA table , at F=1.458,P<0.238,as P value is greater than 0.05,the null hypothesis is
accepted .therefore there is no significant difference

TITLE:

A STUDY OF SERVICE QUALITY OF NBFC’S WITH SPEACIAL REFERENCE TO ELECTRONICA FINANCE


LIMITED.

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