Scope of the study

This study emphasis in the following scope:

1. To identify the clients level of satisfaction upon the overall service quality
provided by YVU Financial Services Pvt. Ltd. (YFS).
2. This study will be helpful to the organization for conducting further research.
3. This study will also be helpful for identifying the area of dissatisfaction over
the services.
4. This study helps to make a managerial decision to the organization for better
service quality.
Objective of the study
1. To study and assess the satisfaction level of clients regarding YVU Financial
Services Pvt. Ltd. (YFS).
2. To study the perception of clients regarding YVU Financial Services Pvt. Ltd.
(YFS).
3. To identified the factors which influence the satisfaction of clients.
4. To know the clients satisfaction towards the service of YFS Pvt. Ltd.
Research Design
The type of research design which is used in this study is Exploratory
Research.
Source of Data: Primary Data as well as Secondary Data
Primary Data: Questionnaire cum Interview
Secondary Data:
from the Web site yvu.co.in
from the PowerPoint of YVUs induction and training
programs and
from the discussion of YVUs Officials
Sample Size
150 respondents or clients of YVU Financial Services Pvt. Ltd.
Sampling Technique
Convenient sampling
Tools used in Data Analysis: Likert Scale, Bar Graph and Pie Chart



















Conclusion
Clients from difference economic activities choose YFS for some sort of
expectation from YFS. Knowing this expectation is a foremost task for an
organization because this task will communicate to the organization and provides
information to the management. A well organized management teams can only takes
decision to bring quality in service as well as performance in services. With growing
competition in the market place, clients satisfaction acts as a differentiator and this
leads to delay in taking any sort of managerial decision or strategies. Clients
expectation may be from many sources, such as word-of-mouth, personal needs, and
past experiences. In general, clients compare the perceived service with the expected
service. If the perceived service meets or exceeds their expectations, they are apt to
use the provider again and get loyalty. To be a successful Microfinance Institution
(MFI) it is required to add benefits to the offering, because this will brings not only to
satisfy clients but also to surprise and delight them. Delighting clients is a matter of
exceeding expectation and leads highly satisfaction to the client.

Recommendation
1. The organisation should make effort to aware the clients about all the extra
products and services available.
2. Other than word-of-mouth it is required to select an appropriate media for
promotional activities.
3. The organisation should enhance their services quality according to the needs
and expectations of the clients.
4. The organisation should make procedures to implement loan in less time
consuming.




Limitation of the Study
1. The research was carried out during the monsoon season so most of the clients
are engaged in farming activities; so it was very hard to meet the clients.
2. Most of the Primary Data are collected in Interview basis because most of the
clients are hard to read English Language.
3. It is difficult to get accurate result because of the fluctuations in the client
perception. Different individuals have different perception and it is hard to
satisfy all the clients.
4. The research was carried out in a short period of monsoon season.