Doctor of philosophy

ANNEXURE - I

XXXX Finance and Services
BEHAVIORAL ANALYSIS

Dear Respondent:

Kindly provide us the following information.
1. Based on the interaction you have had with X finance, indicate the extent to which you will agree with following statements

	Strongly Disagree	Some what Disagree	Neither Agree or Disagree	Some what Disagree	Strongly Agree
X Finance’s loan offerings my requirements very well	[ ]	[ ]	[ ]	[ ]	[ ]
X Finance’s loan disbursement was very fast	[ ]	[ ]	[ ]	[ ]	[ ]
X Finance’s has a very good product range.	[ ]	[ ]	[ ]	[ ]	[ ]
X Finance rate’s and prices are competitive.	[ ]	[ ]	[ ]	[ ]	[ ]
X Finance’s takes keen interest on its customers	[ ]	[ ]	[ ]	[ ]	[ ]
Overall, I am satisfied with the service rendered by X Finance.	[ ]	[ ]	[ ]	[ ]	[ ]

2. Indicate your extent of agreement with the statements made by customers like you about the X finance service representatives.

	Strongly Disagree	Some what Disagree	Neither Agree or Disagree	Some what Disagree	Strongly Agree
X Finance representatives (CSRs) are well trained.	[ ]	[ ]	[ ]	[ ]	[ ]
X Finance service representatives (CSRs) are well supervised.	[ ]	[ ]	[ ]	[ ]	[ ]
X Finance service representatives (CSRs)adhere to professional standard of conduct.	[ ]	[ ]	[ ]	[ ]	[ ]
X Finance service representatives (CSRs)act in my best interest.	[ ]	[ ]	[ ]	[ ]	[ ]
Overall, I am satisfied with the by X Finance. service representatives (CSRs)	[ ]	[ ]	[ ]	[ ]	[ ]

3. Indicate your agreement with the following statement about the account managers of X Finance

	Strongly Disagree	Somewhat Disagree	Neither Agree or Disagree	Somewhat Disagree	Strongly Agree
The X Finance account manager is knowledgeable and professional.	[ ]	[ ]	[ ]	[ ]	[ ]
I feel like have a good personal relationships with the X Finance account manager.	[ ]	[ ]	[ ]	[ ]	[ ]
The X Finance account manager understands the customers in atimely manner.	[ ]	[ ]	[ ]	[ ]	[ ]
The X Finance account manager responds to may inquiries in a timely manner.	[ ]	[ ]	[ ]	[ ]	[ ]
Overall, I am very with the X Finance account manager.	[ ]	[ ]	[ ]	[ ]	[ ]

4. What would be your top reason for being very satisfied or dissatisfied with X Finance service Representatives?

Very Good Brand Image/Value for X

5. What would top reason for being very satisfied or dissatisfied with X Finance account manager?

Interiction of collections process with customers proper time / proper approach

6. How likely are you to recommend X Finance to any of your friends or relatives who may need a loan?

• 
  Definitely recommend [ ]
  
• 
  May or May not recommend [ ]
  
• 
  Not Likely to recommend [ ]
  

7. Compared to how you felt about X Finance before availing a loan, what would you now say is the likelihood of taking another loan from X Finance?

• 
  Better, based on their performance [ ]
  
• 
  About the same [ ]
  
• 
  Worse, based on their performance [ ]
  

8. As a privileged customer of X Finance, if you are offered more loans, which of the following you are likely to avail and for each one, please indicate how soon are you likely to avail? Also please indicate the amount that you are likely to avail for each category.

Type of Loan	8a. Likelihood of availing the Loan			8a. Time Likely to avail			8a. Likely Amount in Rupees
	Yes	Maybe	No	Within a month	Within This year	Call when need arises
Educational loan	[ ]	[ ]	[ ]	[ ]	[ ]	[ ]
New or Additional Vehicle Loan	[ ]	[ ]	[ ]	[ ]	[ ]	[ ]
Property purchase	[ ]	[ ]	[ ]	[ ]	[ ]	[ ]
House Construction	[ ]	[ ]	[ ]	[ ]	[ ]	[ ]
Consumer durables	[ ]	[ ]	[ ]	[ ]	[ ]	[ ]
Marriage Loan	[ ]	[ ]	[ ]	[ ]	[ ]	[ ]
Medical Loan	[ ]	[ ]	[ ]	[ ]	[ ]	[ ]
Any Other loan (Specify	[ ]	[ ]	[ ]	[ ]	[ ]	[ ]

9. The following are statements made about life in general by people like you. Please indicate the extent of your agreement with each one of them by putting a tick mark in the appropriate box. Please note that there is no right or wrong answers for these questions.

Statement	Strongly Disagree	Somewhat Disagree	Neither Agree or Disagree	Some what Disagree	Strongly Agree
I like the way I am now	[ ]	[ ]	[ ]	[ ]	[ ]
I like to explore new things	[ ]	[ ]	[ ]	[ ]	[ ]
I like horses, mountains and adventures	[ ]	[ ]	[ ]	[ ]	[ ]
I like others to call me a good man	[ ]	[ ]	[ ]	[ ]	[ ]
I want to become rich	[ ]	[ ]	[ ]	[ ]	[ ]
when somebody is in trouble, I go of the way to help	[ ]	[ ]	[ ]	[ ]	[ ]
consciously a good man will not tell lies	[ ]	[ ]	[ ]	[ ]	[ ]
I am unselfish when it comes to may family	[ ]	[ ]	[ ]	[ ]	[ ]
my friends have told me that they can depended on my commitment.	[ ]	[ ]	[ ]	[ ]	[ ]
I care for my conscience more than society’s opinion about me	[ ]	[ ]	[ ]	[ ]	[ ]
I don’t think we will worry about other’s opinion	[ ]	[ ]	[ ]	[ ]	[ ]
I get angry when others point out my mistakes	[ ]	[ ]	[ ]	[ ]	[ ]
As a family head one should be careful and should not get into debts	[ ]	[ ]	[ ]	[ ]	[ ]
So far, I have always kept my commitments	[ ]	[ ]	[ ]	[ ]	[ ]
I allot my resources for the following expenses in order? : Wife, Children, loan liability, medical expenses, marriage, regular household expenses	[ ]	[ ]	[ ]	[ ]	[ ]
I listen to others when they point out mistakes and try to rectify at the earliest	[ ]	[ ]	[ ]	[ ]	[ ]
I like natural surroundings	[ ]	[ ]	[ ]	[ ]	[ ]
I have helped friends in trouble physically, monetarily and I expect the same.	[ ]	[ ]	[ ]	[ ]	[ ]
I am buying a vehicle for my convenience	[ ]	[ ]	[ ]	[ ]	[ ]
I feel Important decisions should be taken by discussion in the family.	[ ]	[ ]	[ ]	[ ]	[ ]
I care for my neighbor’s opinion, about me	[ ]	[ ]	[ ]	[ ]	[ ]
I am buying a vehicle for business improvement	[ ]	[ ]	[ ]	[ ]	[ ]
In life one should take a change once in a while	[ ]	[ ]	[ ]	[ ]	[ ]
My philosophy is :Be happy today, don’t worry about tomorrow	[ ]	[ ]	[ ]	[ ]	[ ]
I am buying a vehicle because I want to gets a status	[ ]	[ ]	[ ]	[ ]	[ ]
No human being can live without telling lies.	[ ]	[ ]	[ ]	[ ]	[ ]
My customers have told me that they trust me.	[ ]	[ ]	[ ]	[ ]	[ ]
My friends have helped me when I needed	[ ]	[ ]	[ ]	[ ]	[ ]
When somebody is in trouble, I will help only if it is not affecting me	[ ]	[ ]	[ ]	[ ]	[ ]
As I remember, only on one or two occasion, I could not keep my commitments because…	[ ]	[ ]	[ ]	[ ]	[ ]
I always plan for the future while enjoying the present also	[ ]	[ ]	[ ]	[ ]	[ ]
I don’t take risks when the future is uncertain I consider that mutual trust is important in any transaction	[ ]	[ ]	[ ]	[ ]	[ ]
I don’t like to get into any courtier	[ ]	[ ]	[ ]	[ ]	[ ]
I hate to be a Borrower	[ ]	[ ]	[ ]	[ ]	[ ]
A Borrower should consider the loan repayments an of it must priority	[ ]	[ ]	[ ]	[ ]	[ ]
It is natural to run away from difficult	[ ]	[ ]	[ ]	[ ]	[ ]

10. Please furnish the following information about you, Kindly note that this information will be kept confidential

1. 
   Name: __________________________
   

2. 
   Present address __________________________
   

__________________________

__________________________
C. How long have you been living at this current address?
D. Educational Qualification:

• 
  SSC/Certificate course [ ]
  
• 
  Some College [ ]
  
• 
  Diploma [ ]
  
• 
  Degree [ ]
  
• 
  Professional Qualification [ ]
  
• 
  Post Graduate [ ]
  

Occupation-employment/own enterprise/agriculture/combination

• 
  Agriculture [ ]
  
• 
  Trader [ ]
  
• 
  Small Business Person [ ]
  
• 
  House wife [ ]
  
• 
  Teacher [ ]
  
• 
  Clerk/Sales person [ ]
  
• 
  Officer/Executive [ ]
  
• 
  Doctor [ ]
  
• 
  Lawyer [ ]
  
• 
  Unemployed [ ]
  
• 
  Others [ ]
  

If Agriculture, type of crop

• 
  Rice [ ]
  
• 
  Sugarcane [ ]
  
• 
  Banana [ ]
  
• 
  Rubber [ ]
  
• 
  Tea / Coffee [ ]
  
• 
  Tobacco [ ]
  
• 
  Cotton [ ]
  
• 
  Fruits [ ]
  
• 
  Others [ ]- Please Specify : ____________
  
• 
  No. Of Crops 1 [ ] 2 [ ] Intercrop [ ]
  

If Business, type of business / Enterprise

• 
  Wholesales [ ]
  
• 
  Retail [ ]
  

• 
  Seasonality : 3 Months [ ] 6Months [ ]
  

Single most important reason for notable to pay

• 
  Not Planed [ ]
  
• 
  Emerging Medical problem [ ]
  
• 
  Lost in Business / Agriculture [ ]
  
• 
  Product / service [ ]
  

1. 
   Grocery [ ]
   
2. 
   Hardware [ ]
   
3. 
   Fancy Store [ ]
   
4. 
   Tea shop / Hotel [ ]
   
5. 
   Textiles [ ]
   
6. 
   Drugstore [ ]
   
7. 
   Others [ ]- Please Specify________
   

How long have you been in the present occupation/business?

Age:

• 
  20-30 [ ]
  
• 
  30-40 [ ]
  
• 
  40-45 [ ]
  
• 
  45-50 [ ]
  
• 
  50-55 [ ]
  

Resident type : if rented Indicate the Rent Amount per month

• 
  Own House [ ]
  
• 
  Rented House [ ]
  
• 
  Rent amount Rs._________
  

Total Number of members in the family: _____________

No. Of earning members ____________
Number of children below the age of 18:_____________
Pet leisure activity/ Habit:
Walking [ ]

Music [ ]

Movies [ ]

Playing Cards [ ]

Smoking [ ]

Visiting the bar [ ]

Sports/ Games [ ]
Total income/disposable income (Per month) Rs._______________
Sources of additional income ________________
Educational expense per annum: Rs._______________
Medical expense per annum Rs._______________
Saving method

Savings Bank Account [ ]

Fixed Deposit [ ]

Investment in Gold [ ]

Investment in Land [ ]

Mutual Funds [ ]

Share [ ]

Total savings amount Rs._______________

Vehicles owned

Bicycle [ ]

Moped [ ]

Scooter [ ]

Motor Cycle [ ]

Tractor [ ]

Car [ ]

Van [ ]
Consumer durables owned

Television [ ]

VCR/DVD [ ]

Home Theatre [ ]

Microwave Oven [ ]

Cell Phone [ ]

Fridge [ ]

Air Conditioner [ ]
What other loans have you availed in the past and indicate amount and the name of the financial institution

That served you? Also please indicate the amount outstanding for each loan.

	q1.Availed or Not		q2. Name of the financial Institution or Bank	q3.Amount outstanding in Rupees
	Yes	No
Educational loan	[ ]	[ ]
Vehicle Loan	[ ]	[ ]
Property purchase	[ ]	[ ]
House Construction	[ ]	[ ]
House Repair Work	[ ]	[ ]
Consumer durables	[ ]	[ ]
Marriage Loan	[ ]	[ ]
Medical Loan	[ ]	[ ]
Any Other loan (Specify)	[ ]

For Contingencies, source of finance

Local Moneylender [ ]

Loan from bank [ ]

Jewel loan [ ]

Friends [ ]

Father/Brother/Relatives [ ]

At what rate of interest:_______________

Financial Planning done

Weekly [ ]

Monthly [ ]

Yearly [ ]

In case of seasonal intermitted income, savings take care of non period: Yes [ ] No [ ]

Do you have any other comments or suggestions for X Finance?

Thank you Very Much for Your Time