Project report

A STUDY ON THE FACTOR INFLUENCING CUSTOMER RETENSION IN

MANAPPURAM FINANCE LIMITED , MYSURU

Submitted by
ASHOK R
USN: 4VZ17MBA03

Submitted to

VISVESVARAYA TECHNOLOGICAL UNIVERSITY, BELAGAVI

In partial fulfillment of the requirements of the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

Under the Guidance of

Internal Guide External Guide

Mr.CHIRANTH. K .M Mr.MANJUNATH. G
Assistant Professor Regional Manager
Department of MBA Manappuram finance Ltd
VTU Postgraduate Centr Mysuru
Mysuru

VISVESVARAYA TECHNOLOGICAL UNIVERSITY

Department of Studies in Business Administration
VTU, Postgraduate Centre, Mysuru-19

2017-2019
 TABLE OF CONTENTS
Sl.No Content Page No

1 Introduction 1-16
1.1Introduction

1.2Industry Profile

1.3 History of NBFCs

1.4. Company profile

1.5. Mission and Vision

1.6 Services

1.7. Subsidiaries

1.8. Brand Ambassador

1.9.Area of operating

1.10. Competitor

1.11 SWOT Analysis

1.12 Balance Sheet

2 Conceptual Background And Literature 17-27

Review

2.1 Theoretical background of the study

2.2 Factors influencing in customer retention
2.3. Review of literature

2.4. Research gap

3 Research Design 28-30

3.1 Statement of the problem

3.2 Objective

3.3 Need to study

3.4 Scope

3.5 Research Methodology

3.6 Data Collection

 3.7 Sampling Methods

3.8 Limitations

3.9 Chapter Scheme

31-54
4 Data Analysis and Interpretation
4.1 Data Analysis

5 Findings, Conclusion and Suggestions 55-57

5.1 Summary of Findings

5.2 Conclusion

5.3 Suggestions

Reference 58-63
Bibliography
Annexure
 LIST OF TABLES

TABLE PAGE NO.

PARTICULARS
NO.

4.1 Gender 30

4.2 Age 31

4.3 Education Qualification 32

4.4 Occupation 33

4.5 Annual Income 34

4.6 Marital status 35

4.7 Since years of customer 36

4.8 How often you visit 37

4.9 First Promoted you to render a service 38

4.10 Service has influence you more 39

4.11 Satisfaction with Interest rate 40

4.12 41
Easily getting gold loan
4.13 Repayment Procedure 42

4.14 43
Employees co- operation and informative regarding
service
4.15 44
Admirer's
4.16 45
Most satisfied
4.17 Trust 46

4.18 Believes is the best NBFCs 47

4.19 48
Trust of Security
4.20 49
Reason for choosing
4.21 50
Forwarded in technology
4.22 51
Insurance provided
4.23 52
Free locker facilities
4.24 53
Overall how satisfied
 LIST OF CHARTS

CHART NO. PAGE NO.

PARTICULARS
4.1 Gender 30

4.2 Age 31

4.3 Education Qualification 32

4.4 Occupation 33

4.5 Annual Income 34

4.6 Marital status 35

4.7 Since years of customer 36

4.8 How often you visit 37

4.9 First Promoted you to render a service 38

4.10 Service has influence you more 39

4.11 Satisfaction with Interest rate 40

4.12 41
Easily getting gold loan
4.13 Repayment Procedure 42

4.14 43
Employees co- operation and informative regarding
service
4.15 44
Admirer's
4.16 45
Most satisfied
4.17 Trust 46

4.18 Believes is the best NBFCs 47

4.19 48
Trust of security
4.20 49
Reason for choosing
4.21 50
Forwarded in technology
4.22 51
Insurance provided
4.23 52
Free locker facilities
4.24 53
Overall how satisfied
 EXECUTIVE SUMMARY

A study regarding the factor influence customer retension to know the regarding the
customer retention. It means Customeraretention refers tozthe activities and actions8companies
and organizations take tohreduce the number of customer9defections. The goal9of customer
retention programs9is to help companies9retain as many9customers as possible,yoften through
customer9loyalty and9brand loyalty initiatives.9It is important to9remember that
customercretention begins with the first7contact a customer has8with a company and continues
throughout9the entire lifetime9of the7 relationship.

Customer retention refers in accordance with the ability regarding a organization or

production after preserve its clients upstairs half precise period. High purchaser holding means
customers over the manufacture or enterprise have a tendency according to reply to, continue to
purchase or among partial ignoble pathway now not mistake in imitation of any other
productionxor business, yet to non-usezentirely.gSelling corporations commonly attemptyto
decrease client defections.

A study was goes on in the MANAPPURAM FINACE LIMITE operating from 1949
onwords and held in kerala single owner company. The touring organization commenced its
operations at Valapad, in truth along possessing lending activity about a notably reasonable
scale. The group's flagship company, MAGFIL, was once usual within 1992 between the
awake on profitable reforms launched by using the priesthood concerning India.

The study on the factor influence customer retention in manappuram finance limited,
Mysuru. The secondary data collected through the research papers, related customer retention
Articles and in web sites, The primary data collected through questionnaires from online of 50
resonance on manappuram customer by apply simple random method. The objective of the
study Toganalyze the impact of customerusatisfaction on customeriretention,Tojstudy the role
of customer attributes in customeriretention and Toyexamine factorsithat influenceion
customerdretention.