1CHAPTER 1 INTRODUCTION 1.1 INTRODUCTION OF THE STUDY Customer Experience Management (CEM) allows an organization to understand what customers know about the organization. With a clear understanding of what customers know about an organization and how they form those opinions, management can immediately act on and leverage opportunities. Executives, managers, and supervisors can quickly shift resources and business strategy. And, customer facing employees can directly and easily influence customer behavior. CEM is the missing link to improving profitability - it is a profit-based approach to managing customer interactions, operations, and customer relationships. This document defines CEM and its elements. It explains customer experience states and why they are important. Lastly, it discusses how CEM works in an organization and the tangible benefits that are realized in contact center operations, marketing, sales, and other customer-facing organizations. With every customer interaction, regardless of the channel or the nature of the interaction, the customer learns something about the company. Collecting, reporting, and incorporating customer experiences across all channels of interaction in a manner that business opportunities can be identified and acted upon is what CEM is all about. Tapping into what a customer thinks, feels, wants, and experiences is a valuable and powerful key to improving profitability in any organization. There are four key elements that CEM must include in order for information to be valid and actionable 2 1. Customer experience information must be customer-driven, collected immediately, and in context of the customer experience using the same channel as the interaction. There is no value in collecting customer experience information after a brief period of time or outside of the context of the original interaction. 2. Customer experience information must be collected across all customer interaction types: telephone, Web, email, chat, - and even person-to-person interactions if, 3. Customer experience information must be reported and accessible not only collectively, but also at its most granular level. Otherwise, information is not actionable at the customer experience driver levels. Detailed reports regarding specific products, transaction types, and processes need to be processed and presented accurately. Detail regarding how individuals, teams, and organizations are affecting customers or customer types must also be accurate and available – including the ability to review specific, important transactions. 4. Reports, analytics, and required actions to leverage opportunities and influence profitability must incorporate existing company information and objectives — and be available across the organization immediately. There is nothing more accurate, or as effective, as collecting information directly from the customer immediately and in context of their interactions. The combination of CEM with company information and objectives not only delivers faster and more accurate predictive analysis, business intelligence, and opportunity data; it also fosters customer loyalty and satisfaction. It creates a charged customer-centric culture that considers internal measures, profiles, and objectives relative to actual customer experiences — a powerful combination. 3 INTRODUCTION TO THE PROJECT Customer Experience States Customer Experiences can be categorized into three unique states. The state of the customer experience has implications on the type of information to communicate with and collect from customers. The three states of Customer Experience are: Normal Experience, Critical Experience, and Unique Experience positive profitability consistency support and touch points channels. Normal Experience interactions reinforce existing perceptions and promote customer loyalty and retention, particularly in the early stages of the relationship. The keys to an effective Normal Experience strategy are education, competence and consistency. Education influences expectations, helping customers develop a realistic range of tolerance early in the relationship. While educational efforts influence the expectations of new customers, competence and consistency validate those expectations. Critical Experience interactions are service encounters that lead to memorable customer experiences. Unique Experience interactions are intended to increase customer profitability by leveraging change opportunity through up-selling and cross-selling. 4 CEM captures customer experience information across all customer touch points and feeds it back to the organization so that action can be taken to improve profitability. At the beginning or end (or both) of an interaction, and within context, the customer is invited (automatically or manually) to provide their perspective short questions. Done properly, this process will result in better than 80% customer participation and have a measurably positive effect on customers the experience information is collected within context of the interaction. The questions that are delivered to the customer are specific to that interaction type; the people, products, and processes that were a part of the interaction; and the customer. The questions are also conditional in nature and facilitate both quantitative as well as qualitative experience information. CEM accesses existing CRM data, productivity metrics, and incorporates key information related to customer behavior and profitability. Information such as complaint and resolution rates, customer segments, etc. are all combined with customer experience information and analyzed/reported in real-time. The strength of a CEM system is in its No security/collected No Guarantors The maximum amount of Ph which we are eligible depends on net delay fake home. . Since personal loans do not require any security the interest rate charged are high. It is known by several names such as credit merchandising. credit buying installment credit plan.2 INTRODUCTION TO THE INDUSTRY Consumer finance refers to the activities involved in granting credit to consumers to enable them posses own goods meant for everyday use. Loans tenue various from 1 to 5 years. and hire purchase pay-out-of income scheme. The most attractive features of the personal loan to that we do not have to give any kind of security to avail this loan. etc. enabling companies to make effective. 1. installment buying. and critical day-to-day adjustments in resource allocation and execution — as well as enterprise-wide shifts in strategy. Personal loan help us to take care of our immediate requirements without much of a hassle. correct.5 ability to continually align company performance with customer needs and behaviors. deferred payments. pay-as-you earn scheme. easy payment. etc. The lender does not have the responsibilities of a seller. banks and financial institutions provide money with which the consumers buy articles for personal consumption. . Fixed Credit It is like a term loan whereby the financier provides loan for a fixed period of time. They are briefly discussed below: Revolving credit An on. hire purchase. The consumer is entitled to avail credit to the extent sanctioned as the credit limit. An ideal example of revolving credit is credit cards. on a revolving basis.6 Types of Consumer Finance There are several types of credit facility available to consumers.going credit arrangement similar to a bank overdraft. Examples of fixed credit include monthly installment loan. whereby the financier. The credit has to be squared off within a stipulated period. Here. Cash Loan Under this type of credit. the lender and the seller are different. grants credit is called ‘revolving credit’. The collateral may be in the form of personal property. They include sales finance companies. hire purchase and non-banking financial institutions (NFC). . SOURCES OF CONSUMER FINANCE The various sources of consumer finance available to people are discusse below Traders The predominant agencies that are involved in the provision of consumer finance are traders.7 Secured Finance When the credit granted by a financial institution is secured by collateral. real property or liquid assets. it takes the form of ‘secured finance’. Unsecured Finance When there is no security offered by the consumer against which money is granted by financial institutions it takes the form of ‘unsecured finance’. The collateral is taken by the creditor in order to satisfy the debt in the event of default by the borrower. Personal loans are granted without a security. are non-savings institutions whose prime assets constitute sale-finance receivables. personal finance companies or licensed lenders. which are meant for purchasing consumer durable goods. The credit card system enables a person to buy goods and services on credit. These finance companies charge substantially higher rates of interest than the market rates. Consumer finance companies.8 Commercial Banks Commercial banks have taken keen interest in providing. banks have also started directly financing consumers through personal loans. also known as small loan companies. etc. Non-banking finance companies Non-banking finance companies constitute another important source of consumer finance. short and intermediate term business receivables. Hire purchase concerns and other such financial intermediaries. . Credit card institutions Credit card intuitions arrange for credit purchase of consumer articles through the respective banks which issue the credit cards. personal cash loans to consumers. Banks lend large sums of money at ‘wholesale’ rates to commercial or sales finance companies. Recently. directly or indirectly the finance for consumer durables. credit is granted directly to individuals or institutional funding agencies such as co-operatives. In this case. etc. In the case of ‘over-the-counter’. safety. There are various forms of consumer credit granted by finance companies and dealers. institutional funding is involved. When a large number of consumers are financed. the financier disburses the finance in tranches through the employer or the co-operative societies. Consumer Finance Practice in India A popular form of consumer financing in India is ‘installment credit’. These are called co-operative credit societies in India. responsibility. washing machines. The products which are covered posses some direct features as the specified identity. serviceability and reparability of the products. Products covered Consumer financing in India covers a wide range of products such as cars. computers.9 Credit unions A credit union is an association of people who agree to save their money together and in turn provide loans to each other at relatively lower rates of interest. . Dealers and finance companies are directly involved in this type of financing. durability substantiality. one-to-one or walk-in’ financing. refrigerators. air-conditioners. An important feature of consumer credit in India is the system of sales tax levied on the sales of products by hire purchase or installments. geysers. The loan installment is deducted from the salary of the employers. TVs. Citigroup India has 5.3.1 CitiFinancial in India Citigroup opened its first office in India in 1992. Its operations encompass a premier global corporate and investment bank and a wellestablished consumer business under the Citibank and CitiFinancial brands. transaction services. Since then they become one of India's most diverse and recognized financial service providers operating in 25 offices and branches across 18 cities.3 INTRODUCTION TO THE COMPANY 1. Citibank India also provides banking . foreign exchange. 5. The global corporate and investment banking group provides a comprehensive range of financial services including treasury management. Today they are the largest issuer of credit cards and offer mortgages. personal loans. 2. 3. fixed income and equities sales and trading. and investment services for on-shore customers. and corporate finance to corporate clients. governments and financial institutions.000 employees nationwide. Citibank India is the country's leading retail bank with a history of innovation and customer service. Eligibility Guarantee Tenure Rate of interest Other charges Mode of payment Credit evaluation 1. 6. securities custodianship.10 TERMS OF FINANCE The terms and conditions for consumer financing are as follows: 1. 7. 4. insurance. . they are ready to help them find an appropriate financial solution. CitiFinancial’s more than 13. Citigroup.000 employees play an active role in the communities where they live and work. is the world's largest financial services provider. They support financial education because they believe access to investment products and capital can raise the quality of life for individuals and families and strengthen communities around the world. Their staffs in the branches are from the neighbourhood enabling them to be more empathetic to their customers. the door to opportunity opens much wider. Citigroup is one of the Fortune 500 companies in India and it is the second largest foreign bank in India. while also improving their credit. City group is one of fortune 500 companies in India and it is the second largest foreign bank in INDIA. Once a solid credit history is established. Financial education is a natural extension of what CitiFinancial and its parent company. They believe in building lasting relationships with their customers.11 services to the international Indian community in 23 cities around the world. CitiFinancial has learnt that there is no one-size-fits-all approach to helping people manage their money and their debt. They listen to people’s needs and help them find the right solution. CitiFinancial. They have more than 300 branches across India to meet public face to face. But capital must be used responsibly and wisely. do every day. Volunteerism and financial support to community-based non-profits through Citigroup Foundation grants are part of the CitiFinancial way of life. a member of Citigroup. Founded in 1912. CitiFinancial loans offer consumers a chance to improve their quality of life. and good financial information can help people make the most of their money. With their vast network in India. Home Loans. In addition.12 Each year.3. 1. both through one-on-one discussions in their branches and through work with consumer advocacy organizations. and Sales Finance Personal Loans Features of CitiFinancial Personal Loan: Loans for salaried and self-employed individuals Easy documentation No Security needed No guarantors Quick processing . through signage in the branch. Personal Loans. they make sure those consumers understand their loan agreements by clearly and prominently displaying the terms of the products in CitiFinancial loan documents.2 Product Profile The Product Spectrum of CitiFinancial Consumer Finance India Limited is as follows. CitiFinancial educates thousands of consumers about the types of finance available to them. and in verbal statements. when making loans or offering optional insurance or other products. literature. cities during the 1989 to 1997 period. The pricing behavior of banks is analyzed for two types of loans: new automobile loans and unsecured personal loans. George Pennacchi and Ben Sopranzetti.S. survey data on loan rates quoted weekly by large commercial banks in ten major U. Credit Adjudication and Lending Management System for Finance Companies By. This paper examines the influence of concentration and merger activity on consumer loan interest rates. 2 Lakh and repayment through Easy Monthly Instalments 1. Charles Kahn. It uses Bank Rate Monitor. It automates front office lending and leasing processes for more accurate. . decisions and document management process of finance companies. White Clarke North America CALMS is a Web-enabled suite of components and products that support and enhance the originations. reliable and manageable origination operations. March 2001 The recent wave of bank mergers has raised concern with its effect on competition.13 Cash up to Rs. and makes it easier to decide how and to whom you extend credit.4 REVIEW OF LITERATURE Consumer Loan Interest Rates By. Inc. 14 Putting the Customer Back in Customer Service: Three Principles for Customercentric Support By. InQuira.Improve Marketing. and partners. customers. Most executives claim that CRM is critical to their businesses. Inc. when combined with a real-time understanding of a customer's current problem. but in the next breath admit they find it difficult to quantify its value. Inc. In today's extremely competitive Internet economy it is more important than ever for companies to fully embrace new technology to optimize their business processes. Back to the Basics for the Next Innovation in Customer Service By. Control the Customer Experience . Sales. . Adopting the principles of customercentricity. and Service Processes with TechExcel CRM By. in your customer service and knowledge management practices will lead to an alignment of customers' expectations with corporate objectives. Find out how TechExcel's CRM incorporates The Active Customer model for the three core business groups . the contextual information that CRM systems collect can be essential in delivering the most effective service experience. presented in this paper. TechExcel. InQuira. Despite decades of investment. Inc. companies and customers are out of alignment in terms of what constitutes effective service. Read why.employees. Inc. . Customer Service Tool Kit: Developing Your Cross-Channel. companies and customers are out of alignment in terms of what constitutes effective service. The resources offered include templates to assist you in building RFP's and matrixes to help you facilitate your solution evaluation process. Inc. Customer Experience Happens in the Contact Center By. but by the quality of the customer experience. in your customer service and knowledge management practices will lead to an alignment of customers' expectations with corporate objectives. InQuira. with insights from Shaun Smith. revenue is made and lost every day not on price or performance. Despite decades of investment. Learn how to optimize every customer experience and build loyalty. the front line of so many businesses. Adopting the principles of customercentricity. In the contact center. Knova This in-depth tool kit can help you effectively evaluate and facilitate crosschannel. Cross-Lifecycle Customer Service & Self-Service and Support Search Initiatives By Patricia Seybold Group By. presented in this paper. Cincom Systems. cross-lifecycle customer service solutions and self-service and support search initiatives.15 Putting the Customer Back in Customer Service: Three Principles for Customercentric Support By. 3) To study the customer experiences from the initial loan processing till the full settlement with the company. SCOPE AND LIMITATION OF THE STUDY 2.16 CHAPTER 2 OBJECTIVES. .1 OBJECTIVES OF THE STUDY Primary Objective To study the customer experience management in personal loan product in CitiFinancial India. Secondary objective 1) To study the market expectations on the personal loan product from citifinancial. 2) To study the customer’s awareness on the personal loan product from CitiFinancial. Information is in context of customer interactions and specific to their experience. It captures the ‘voice of the customer’ within the context of their experience and personal circumstance – resulting in better than 80% customer participation rate! CEM collects information directly from customers across all customer touch points – telephone. . or customer(s). product(s). It gives management (organizations) the ability to influence customer behavior by accurately understanding the drivers of customer experience (what. and chat. analytics. who. and marketing professionals critical information required to improve profitability – automatically. and experience according to their specific interactions. It delivers unprecedented opportunity. CEM encompasses the ability to combine CRM deliverables (customer profiles and segmentation) with actual customer experiences and transactional/productivity information. process. CEM reports customer experience information at its most granular level – by agent. Web.17 2. CEM rapidly increases profitability and operational efficiency by giving executives. and decision metrics and quickly provides what CRM originally promised – a measurable return. managers. where. and how) and act upon them immediately. It is customer-driven and increases profitability by positively engaging customers to detail what they think. email. feel.2 SCOPE OF THE STUDY CEM enables organizations to automatically understand what customers know about them. 3 LIMITATIONS OF THE STUDY 1) The survey was conducted in the erode city. so. the information is consistent to the specific location only.18 2. So the customer information and experiences may be defined only for the limited group of people. 3) The research methods used was simple percentage and chi-square. . 2) The survey was conducted for 2 months period. . In this market survey the design used Descriptive Research. and thus happens to be original in character.1 RESEARCH DESIGN Research Methodology is a systematic way of solving the problem.19 CHAPTER 3 RESEARCH METHODOLOGY 3.2 DATA COLLECTION METHOD Data are collected from primary and secondary data. It includes surveys and factfinding enquiries of different kinds. The major purpose of descriptive research is description of state of affairs. The research design is the basic framework or a plan for a study that guides the collection of data and analysis of data. The methodology followed for this study is as follows. 3. The data collected can be categorized into two types. as it exists at present. a) Primary data b) Secondary data The Primary data are those which are collected afresh for the first time. The secondary data is collected from the of Guindy Thiru. The Secondary data are those which have already been collected by someone else and which have already passed through the statistical process. Each customers is considered to be the sampling unit.1 Sampling Unit The respondents of the study are part of population of customers of Citifinancial. that group of elements is referred as a sample. . The respondent’s opinions are gathered with regard to the problem with the help of the questionnaires.20 Among the various methods. 3.3. the researcher has adopted two methods which are Personal Interview method and Structural Questionnaire method.3 SAMPLING A sample is a smaller representation of a larger whole. which can be used to collect the primary data. and the process of selection is called Sampling. Company Website. Internet etc. which contained predominantly multiple choice questions. out of the total population 1500. 3. 3. The researcher has prepared structured questionnaires.3. When some of the elements are selected with the intention of finding out something about the population from which they are taken.Ka Industrial Estate Directory.2 Sample Size The size of the sample is 150.Vi. is a rough estimate of confidence. . like chi square.X 100 Total Respondents 3. A non-parametric test.4 STATISTICAL TOOLS USED FOR THE STUDY The collected data were analyzed with the help of simple percentage analysis and chi-square test 3.2 Chi-Square Analysis Chi-square is a non-parametric test of statistical significance for bi-variate tabular analysis.3 Sampling Method Judgmental sampling method is used in this study. Percentage can also be used to compare the relation terms the distribution of two or more sources of data.21 3. Percentage of Respondents = Number of Respondents --------------------------------.3. 3.4.1 Percentage Analysis Percentage refers to a special kind of ratio in making comparison between two or more data and to describe relationships.4. Chi – Square Test Method The Chi – square method is the application of testing the significant difference between observed and expected values. Alternative Hypothesis (H1) The conclusion we accept when the data fail to support the null hypothesis.22 Chi-square is used most frequently to test the statistical significance of results reported in bivariate tables and interpreting bivariate tables is integral to interpreting the results of a chi-square test. Null Hypothesis (H0) The hypothesis. usually an assumption of the status quo. about a population parameter we wish to test. Statistical Test: Chi–square test (χ ) = 2 (O − E ) 2 ∑ E . or assumption. that is. the probability of rejecting the null hypothesis when it is true.23 Degrees of freedom whereas. assuming the null hypothesis is correct. O E R C = = = = = (R-1) (C-1) Observed frequency Expected frequency Number of rows Number of columns To find E : Expected Frequency = Row Total × Column Total ----------------------------------Grand Total Level of Significance (α): A value indicating the percentage of sample values that is outside certain limits. . 1 PERCENTAGE ANALYSIS TABLE NO.3 100.3 41.24 CHAPTER 4 DATA ANALYSIS AND INTERPRETATION 4. 1.No. 2. of Respondent 38 62 50 150 Percentage 25.3% of the respondents are working as employee.3%) of the respondents are working as professional. Occupation Business Professional Employee Total No.3% of the respondents are working as professional and 33.0 INFERENCE It is identified from the above table that 25. 41. . It is concluded from the above table that maximum (41. 3.3% of the respondents are working in business. 1 OCCUPATION OF THE RESPONDENTS S.3 33. 25 . 0% of the respondents are having personal loan and 54. 2 PERSONAL LOAN S. It is concluded from the above table that maximum (54.26 TABLE NO.0%) of the respondents are not having the personal loan.No. 2. of Respondent 69 81 150 Percentage 46. 1.0% of the respondents are not having the personal loan. Yes No Total Opinion No.0 100.0 54.0 INFERENCE It is identified from the above table that 46. . 27 . 0 28.0 INFERENCE It is evident from the above table that 16.3% of the customers are known about the personal loan from references and 3.0% of the customers are known about the personal loan from tele calling.0 21. .28 TABLE NO. 3.3% of the customers are known about the personal loan from others. It is concluded from the above table that maximum (31.3 100. 4. 28.3%) of the customers are known about the personal loan from references.3% of the customers are known about the personal loan from Ads and pamphlets. 1. Opinion Executives Tele Calling Ads & Pamphlets References Others Total No. 5.0% of the customers are known about the personal loan from executives. 31. 2.3 31. 21.3 3. of Respondent 24 42 32 47 5 150 Percentage 16.No. 3 KNOWING ABOUT THE PERSONAL LOAN S. 29 . Yes No Total Opinion No.No.0%) of the respondents are not waiting for the information of the personal loan.0 100. 4 INFORMATION OF THE PERSONAL LOAN S.0% of the respondents are waiting for the information of the personal loan and 52.0% of the respondents are not waiting for the information of the personal loan.0 INFERENCE It is cleared from the above table that 48. . of Respondent 72 78 150 Percentage 48.0 52. It is concluded from the above table that maximum (52.30 TABLE NO. 2. 1. 31 . 34.3%) of the respondents are good in satisfaction of personal loan amount. Factors Poor Fair Good Very Good Excellent Total No.No. 4. 5 SATISFACTION OF PERSONAL LOAN AMOUNT S.0 100.32 TABLE NO. 10.7% of the respondents are poorly satisfied of personal loan amount. . 3.7 34.0% of the respondents are fairly satisfied of personal loan amount. of Respondent 16 51 65 15 3 150 Percentage 10.3% of the respondents are good in satisfaction of personal loan amount.0 2.3 10. It is concluded from the above table that maximum (43. 5. 43.0% of the respondents are excellent in satisfaction of personal loan amount. 1. 2.0% of the respondents are very good in satisfaction of personal loan amount and 2.0 43.0 INFERENCE It is noted from the above table that 10. 33 . 7% of the respondents are preferred second personal loan. First Second Third Any other Total Opinion No.No. 1. 4.7% of the respondents are preferred first personal loan.0 INFERENCE It is stated from the above table that 38. 3.7 19. 6 PREFERENCE OF THE PERSONAL LOAN S.3% of the respondents are preferred third personal loan and 5.7%) of the respondents are preferred first personal loan.3 100. It is concluded from the above table that maximum (38. 36.3% of the respondents are preferred any other personal loan. 2. .3 5.7 36. of Respondent 58 55 29 8 150 Percentage 38. 19.34 TABLE NO. 35 . 36 TABLE NO.3% of the customers are not purchased another product and 32.0%) of the customers are purchased another product.3 32. Yes No Maybe Total Opinion No. It is concluded from the above table that maximum (34. 7 PURCHASE ANOTHER PRODUCT S.0 33.7 100. 33.0 INFERENCE It is evident from the above table that 34. 3. 2. .No.7% of the customers maybe purchased another product. 1. of Respondent 51 50 49 150 Percentage 34.0% of the customers are purchased another product. 37 . 7 100.No. 8 USING OF ANY COUPONS OR RECEIVE A DISCOUNT S. It is concluded from the above table that maximum (50.7%) of the customers are not using coupons or received a discount. Yes No Total Opinion No.3 50. . 2.3% of the customers are using coupons or received a discount and 50.7% of the customers are not using coupons or received a discount.0 INFERENCE It is stated from the above analysis that 49. 1. of Respondent 74 76 150 Percentage 49.38 TABLE NO. 39 . medium low value 4. 2.0% of the customers are rating 1-very low value of personal loan.3% of the customers are rating 5-very high value of personal loan.0%) of the customers are rating 3-medium value of personal loan.very low value 2. 9 RATE THE OVERALL VALUE OF PERSONAL LOAN S. of Respondent 39 19 45 33 14 150 Percentage 26.medium value of personal loan. It is concluded from the above table that maximum (30.high value 5. 1.very high value Total No.40 TABLE NO.0 22.low value 3.0 INFERENCE It is obvious from the above table that 26.7% of the customers are rating 2. 4. 3.No.0 9. 22.low value of personal loan.0% of the customers are rating 3.3 100. 12. 30. Opinion 1.0 12. . 5.7 30.0% of the customers are rating 4-very high value of personal loan and 9. 41 . 42 TABLE NO. 1.3% of the customers are very dissatisfied with the personal loan provision.7% of the customers are somewhat dissatisfied with the personal loan provision and 3. . 3. 5. It is concluded from the above table that maximum (33.0 14. 4.7% of the customers are very satisfied with the personal loan provision.0% of the customers are neutrally satisfied with the personal loan provision. 10 SATISFACTION OF PERSONAL LOAN PROVISION S.7 33.3% of the customers are somewhat satisfied with the personal loan provision.3 26. of Respondent 34 50 39 22 5 150 Percentage 22. Opinion Very satisfied Somewhat satisfied Neutral Somewhat dissatisfied Very dissatisfied Total No. 26. 2.0 INFERENCE It is cleared from the above table that 22.3 100.7 3.3%) of the customers are somewhat satisfied with the personal loan provision. 33. 14.No. 43 . No. of Respondent 40 68 31 11 150 Percentage 26.3% of the customers are compared citi financial personal loan with other loan product about the same. Opinion Is better About the same Is worst Not sure Total No.3% of the customers are compared citi financial personal loan with other loan product is not sure. 2. 11 CITI FINANCIAL PERSONAL LOAN COMPARED WITH OTHER LOAN PRODUCT S. 1.44 TABLE NO.3 20.0 INFERENCE It is inferred from the above table that 26.7 45. 4.3 100. It is concluded from the above table that maximum (45.7 7. 45. 3.3%) of the customers are compared citi financial personal loan with other loan product about the same.7% of the customers are compared citi financial personal loan with other loan product is better. 20. .7% of the customers are compared citi financial personal loan with other loan product is worst and 7. 45 . 30. It is concluded from the above table that maximum (30.46 TABLE NO.3 30.0 24.7 100.7% of the customers are rating the service of personal loan is fair and 12.0%) of the customers are rating the service of personal loan is good. .No.0 INFERENCE It is noted from the above table that 15. 4. 1.3% of the customers are rating the service of personal loan is very good. 3. 2. 12 SERVICE OF THE PERSONAL LOAN S. 24. Excellent Very good Good Fair Poor Total Opinion No.7 12.7% of the customers are rating the service of personal loan is poor. of Respondent 23 26 45 37 19 150 Percentage 15. 17.3% of the customers are rating the service of personal loan is excellent.3 17.0% of the customers are rating the service of personal loan is good. 5. 47 . No. 3. 4. 13 RECOMMENDATION OF PERSONAL LOAN S. of Respondent 39 39 32 30 10 150 Percentage 26.0% of the customers are probably not recommended the personal loan to a friend or associate and 6. .0 26.0% of the customers are definitely and probably recommended the personal loan to a friend or associate.3% of the customers are not sure recommended the personal loan to a friend or associate. 21. It is concluded from the above table that maximum (26. 2. 20.0 21.48 TABLE NO.7% of the customers are definitely not recommended the personal loan to a friend or associate. Opinion Definitely Probably Not sure Probably not Definitely not Total No.3 20. 5. 1.0%) of the customers are definitely and probably recommended the personal loan to a friend or associate.7 100.0 6.0 INFERENCE It is revealed from the above table that 26. 49 . 3%) of the customers are evaluating a quality of service is satisfactory in customer service experience. 3.50 TABLE NO. It is concluded from the above table that maximum (37. . 14 QUALITY OF SERVICE S.0% of the customers are evaluating a quality of service is very poor in customer service experience.3% of the customers are evaluating a quality of service is dissatisfactory in customer service experience and 8. 5. 2. 37. 4. of Respondent 28 54 24 12 32 150 Percentage 18. Opinion Excellent Satisfactory Dissatisfactory poor Good Total No.No.4 100.7% of the customers are evaluating a quality of service is excellent in customer service experience.6 36 16 8 21. 1. 36.0 INFERENCE It is obtained from the above table that 18.0% of the customers are evaluating a quality of service is satisfactory in customer service experience. 51 . 52 TABLE NO. 15 PROCESS OF THE LOAN S.No. 1. 2. 3. 4. 5. Opinion Fastest Fast Average Slow Slowest Total No. of Respondent 25 50 39 30 6 150 Percentage 16.7 33.3 26.0 20.0 4.0 100.0 INFERENCE It is obvious from the above table that 16.7% of the customers are thinking the process of loan is the fastest, 33.3% of the customers are thinking the process of loan is fast, 26.0% of the customers are thinking the process of loan is average, 20.0% of the customers are thinking the process of loan is slow and 4.0% of the customers are thinking the process of loan is the slowest. It is concluded from the above table that maximum (33.3%) of the customers are thinking the process of loan is fast. 53 54 TABLE NO. 16 PROCESS OF SOLVING PROBLEM S.No. 1. 2. 3. 4. 5. Opinion Very poor Somewhat unsatisfactory About average Very satisfactory Excellent Total No. of Respondent 11 30 50 34 25 150 Percentage 7.3 20.0 33.3 22.7 16.7 100.0 INFERENCE It is evident from the above table that 7.3% of the customers are thinking about the process of solving problem is very poor, 20.0% of the customers are thinking about the process of solving problem is somewhat unsatisfactory, 33.3% of the customers are thinking about the process of solving problem is about average, 22.7% of the customers are thinking about the process of solving problem is very satisfactory and 16.7% of the customers are thinking about the process of solving problem is excellent. It is concluded from the above table that maximum (33.3%) of the customers are thinking about the process of solving problem is about average. 55 of Respondent 50 13 37 24 16 10 150 Percentage 33.0% of the customers are described citi financial personal loan are giving unclear answers. 8.7 16. 1.7% of the customers are described citi financial personal loan are not understand the question.0 INFERENCE It is evident from the above table that 33. . Opinion Gave clear answers Gave me the wrong information They didn’t understand the question Gave unclear answers Couldn’t solve problem Other Total No. other It is concluded from the above table that maximum (33. 5. 10. 4. 3.3 8. 6.56 TABLE NO.7 100.7% of the customers are described citi financial personal loan are giving the wrong information.0 10. 24.7% of the customers are described citi financial personal loan are having problems. 2.7 24.7 6.7% of the customers are described citi financial personal loan are not solving the problem and 6.No.3%) of the customers are described citi financial personal loan are giving clear answers. 16.3% of the customers are described citi financial personal loan are giving clear answers. 17 BEST DESCRIPTION S. 57 . 8.0 INFERENCE It is noted from the above table that 16.0% of the customers are satisfied and 26.No.6 19.0% of the customers are very satisfied with the amount of contact between organisation and Citifinancial India. 2. 18 SATISFIED WITH THE AMOUNT OF CONTACT BETWEEN ORGANIZATION AND CITI FINANCIAL INDIA S. It is concluded from the above table that maximum (30.5 40 29 7. 3.4% of the customers are dissatisfied with the amount of contact between organisation and Citifinancial India.5 150 Percentage 16 30 26. . 30.4 8 100. 19.58 TABLE NO.0% of the customers are dissatisfied with the amount of contact between organization and Citifinancial India. 1. Opinion Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied Total No.0%) of the customers are satisfied with the amount of contact between organisation and Citifinancial India. 4.6% of the customers are neutrally satisfied with the amount of contact between organisation and Citifinancial India. of Respondent 24 40. 5. 59 . 0% of the customers are knowing about the quality of sales department service is excellent. 2.0 21. 3. It is concluded from the above table that maximum (26. Excellent Very good Good Fair Poor Total Opinion No.7% of the customers are knowing about the quality of sales department service is fair and 12. 1.7 12.3% of the customers are knowing about the quality of sales department service is very good. 19 QUALITY OF SALES DEPARTMENT SERVICE S.7 100.0 INFERENCE It is obvious from the above table that 14. 5. 25. . of Respondent 21 32 38 40 19 150 Percentage 14.3 26.No. 21.3% of the customers are knowing about the quality of sales department service is good.7%) of the customers are knowing about the quality of sales department service is fair. 26.60 TABLE NO.3 25. 4.7% of the customers are knowing about the quality of sales department service is poor. 61 . Opinion Excellent Very good Good Fair Poor Total No.3 27. of Respondent 18 35 41 46 10 150 Percentage 12.No.7% of the customers are compared the value of citi financial service with other companies is fair and 6.7 6. It is concluded from the above table that maximum (30.3% of the customers are compared the value of citi financial service with other companies is good.7% of the customers are compared the value of citi financial service with other companies is poor. 4.7%) of the customers are compared the value of citi financial service with other companies is fair. 1. 2. 27. 30.0 23.0% of the customers are compared the value of citi financial service with other companies is excellent.7 100.0 INFERENCE It is obvious from the above table that 12. 5. 3. .3% of the customers are compared the value of citi financial service with other companies is very good. 20 VALUE OF CITIFINANCIAL SERVICES COMPARED WITH OTHER COMPANIES S.3 30. 23.62 TABLE NO. 63 . of Respondent 90 60 0 150 Percentage 60.64 TABLE NO. 2. It is concluded from the above table that maximum (60.0 0 100. Opinion Satisfactory Dissatisfied Excellent Total No.0%) of the customers are satisfied with the experience of the personal loan provision process. 21 EXPERIENCE WITH THE PERSONAL LOAN PROVISION S. 1.No. .0% of the customers are not satisfied with the experience of the personal loan provision process.0 INFERENCE It is observed from the above table that 60.0% of the customers are satisfied with the experience of the personal loan provision process and 40.0 40. 3. 65 . No. Alternative Hypothesis (H1) - There is close relationship between occupation and level of satisfaction towards personal loan provided by the Citi financial. .SQUARE ANALYSIS TABLE NO. 1 2 3 Occupation Business Professional Employee Total Level of Satisfaction Highly Satisfied 8 10 16 34 Satisfied 18 22 10 50 Neutral 11 14 14 39 Dissatisfied 1 14 7 22 Highly Dissatisfied 0 2 3 5 Total 38 62 50 150 Null Hypothesis (H0) - There is no significant relationship between occupation and level of satisfaction towards personal loan provided by the Citi financial.66 4. 22 OCCUPATION AND LEVEL OF SATISFACTION TOWARDS PERSONAL LOAN PROVIDED BY THE CITI FINANCIAL (TWO-WAY TABLE) S.2 CHI . 366 8 15. we find that the calculated value of χ2 is greater than the table value and hence. there is a close significant relationship between occupation and level of satisfaction towards personal loan provided by the Citi financial.507 Significant at 5% level INFERENCE From the above analysis. .67 CHI-SQUARE (χ2) CALCULATION: Calculated χ2 value Degree of freedom Table value Significant result = = = = 17. the null hypothesis rejected. So. Alternative Hypothesis (H1) - There is close relationship between occupation and level of satisfaction towards customer service experience. 1 2 3 Occupation Excellent Business Professional Employee Total 17 12 6 35 Level of Satisfaction Very Somewhat Satisfactory unsatisfactory 8 18 21 47 11 27 18 56 Very poor 2 5 5 12 Total 38 62 50 150 Null Hypothesis (H0) - There is no significant relationship between occupation and level of satisfaction towards customer service experience. 23 OCCUPATION AND LEVEL OF SATISFACTION TOWARDS CUSTOMER SERVICE EXPERIENCE (TWO-WAY TABLE) S. . No.68 TABLE NO. 823 6 12.592 Significant at 5% level INFERENCE From the above analysis.69 CHI-SQUARE (χ2) CALCULATION: Calculated χ2 value Degree of freedom Table value Significant result = = = = 15. there is a close significant relationship between occupation and level of satisfaction towards customer service experience. . the null hypothesis rejected. So. we find that the calculated value of χ2 is greater than the table value and hence. 70 TABLE NO. 1 2 3 Occupation Excellent Business Professional Employee Total 11 6 10 27 Level of Satisfaction Very good Good Fair 4 15 7 26 10 15 13 38 11 20 9 40 Total Poor 2 6 11 19 38 62 50 150 Null Hypothesis (H0) - There is no significant relationship between occupation and level of satisfaction towards quality of sales department service. 24 OCCUPATION AND LEVEL OF SATISFACTION TOWARDS QUALITY OF SALES DEPARTMENT SERVICE (TWO-WAY TABLE) S. . No. Alternative Hypothesis (H1) - There is close relationship between occupation and level of satisfaction towards quality of sales department service. 831 8 15. So. we find that the calculated value of χ2 is greater than the table value and hence.71 CHI-SQUARE (χ2) CALCULATION : Calculated χ2 value Degree of freedom Table value Significant result = = = = 15.507 Significant at 5% level INFERENCE From the above analysis. there is a close significant relationship between occupation and level of satisfaction towards quality of sales department service. the null hypothesis rejected. . 25 OCCUPATION AND OPINION ABOUT THE CITI FINANCIAL SERVICES COMPARED WITH OTHER COMPANY (TWO-WAY TABLE) S. Alternative Hypothesis (H1) - There is close relationship between occupation and opinion about the Citi financial services compared with other company. No. .72 TABLE NO. 1 2 3 Occupation Excellent Business Professional Employee Total 12 3 6 21 Opinion Very good Good 6 15 11 32 10 19 12 41 Total Fair 10 22 14 46 Poor 0 3 7 10 38 62 50 150 Null Hypothesis (H0) - There is no significant relationship between occupation and opinion about the Citi financial services compared with other company. there is a close significant relationship between occupation and opinion about the Citi financial services compared with other company.73 CHI-SQUARE (χ2) CALCULATION : Calculated χ2 value Degree of freedom Table value Significant result = = = = 21. we find that the calculated value of χ2 is greater than the table value and hence.207 8 15. Hence. .507 Significant at 5% level INFERENCE From the above analysis. the null hypothesis rejected. 7) 10 (16.7%) of the business people are satisfied with average level for solving their problem maximum (29.1) 15 (30.8) 14 (22.0%) of the employee are very satisfied for solving their problem. . 26 OCCUPATION AND OPINION ABOUT THE PROCESS FOR GETTING PROBLEM RESOLVED (TWO-WAY TABLE) S.0%) of the professional are satisfied with average level for solving their problem and maximum (30.0) 50 Very satisfactory 9 (23.3) 5 (8.2) 6 (12.0) 15 (30.5) 15 (24. From the above table it is concluded that maximum of the business people are satisfied with average level for solving their problem.1) 4 (8.74 TABLE NO.0) 34 Excellent 4 (10.0) 11 Somewhat unsatisfactory 6 (15.7) 18 (29.0) 25 Total 38 62 50 150 It is inferred from the above table that maximum (44. 1 2 3 Occupation Business Professional Employee Total Opinion Very Poor 2 (5.0) 30 Average 17 (44.6) 10 (20. No. 0%) of the customers are purchased another product.3%) of the respondents are good in satisfaction of personal loan amount.7%) of the customers are not using coupons or received a discount. It is noted from the analysis that maximum (31. It is obvious from the analysis that maximum (38.1 FINDINGS It is found from the analysis that maximum (41. SUGGESTIONS AND CONCLUSION 5. .75 CHAPTER 5 SUMMARY OF FINDINGS. It is observed from the analysis that maximum (43.3%) of the respondents are working as professional.7%) of the respondents are preferred first personal loan. It is revealed from the analysis that maximum (34. It is evident from the analysis that maximum (50. It is cleared from the analysis that maximum (52.3%) of the customers are known about the personal loan from references.0%) of the respondents are not having the personal loan.0%) of the respondents are not waiting for the information of the personal loan. It is stated from the analysis that maximum (54. It is cleared from the analysis that maximum (33.0%) of the customers are rating the service of personal loan is good.7%) of the customers are knowing about the quality of sales department service is fair.3%) of the customers are evaluating a quality of service is satisfactory in customer service experience.7%) of the customers are compared the value of Citi financial service with other companies is fair. It is known from the analysis that maximum (30.7%) of the customers are satisfied with the amount of contact between organisation and Citi financial India. It is followed from the analysis that maximum (45.0%) of the customers are definitely and probably recommended the personal loan to a friend or associate. It is revealed from the analysis that maximum (26. It is found from the analysis that maximum (33. It is stated from the analysis that maximum (26.0%) of the customers are rating 3-medium value of personal loan.3%) of the customers are described Citi financial personal loan are giving clear answers. It is cleared from the analysis that maximum (33. It is identified from the analysis that maximum (26. .76 It is inferred from the analysis that maximum (30. It is identified from the analysis that maximum (33.3%) of the customers are somewhat satisfied with the personal loan provision.3%) of the customers are thinking about the process of solving problem is about average.3%) of the customers are thinking the process of loan is fast. It is evident from the analysis that maximum (30. It is noted from the analysis that maximum (37.3%) of the customers are compared Citi financial personal loan with other loan product about the same. From the analysis it is found that maximum of the business people are satisfied with average level for solving their problem.0%) of the customers are satisfied with the experience of the personal loan provision process. . It is found from the analysis that there is a close significant relationship between occupation and opinion about the Citi financial services compared with other company. It is found from the analysis that there is a close significant relationship between occupation and level of satisfaction towards customer service experience.77 It is inferred from the analysis that maximum (60. It is evident from the analysis that there is a close significant relationship between occupation and level of satisfaction towards quality of sales department service. It is known from the analysis that there is a close significant relationship between occupation and level of satisfaction towards personal loan provided by the citi financial. . So. increase the product as well as brand awareness. It would queries and maintaining turn around time.2 SUGGESTIONS attractive as it is preferred by the customers. The company has to improve its customers service which include way of approaching customers.78 5. if the ad media is enhanced. resolving the The company can concentrate on e-media (electronic Media) to visualize and to increase the customers. The company can provide more company discounts gifts to the customers to make the personal loan to be Many customers have known the loan products through references. reduce costs. sales. A perfect complement to CRM initiatives. wants. while directly improving overall customer satisfaction and loyalty. and experiences with regard to their people. and processes. and improve revenues. They have always tried to deliver a consistent set of cues. .3 CONCLUSION Companies have always tried to influence and manage their customers' experiences through marketing. create "the customer experience. CEM allows companies to understand what a customer thinks. feels. and service and support activities.79 5. taken together. messages and human interactions that. It does so at a granular level enabling the organization to take immediate action to exploit opportunities. products." CEM however. is very new. 44.30.42.46.28.54.80 1-24.64.62.60.50.56.66-79 .58.52.34.40.36.32.38.48.26.