‘STUDY ON GENERAL MANAGEMENT

PRACTICES OF INDIA INFOLINE

FINANCE LTD’

Submitted
In
Partial Fulfillment
For
The Award of the Degree of
Master of Management Studies (MMS)
(Under University of Mumbai)

Submitted by

MS. RUCHI DUTTA

ROLL NO: 10

Under The Guidance

Of
Dr. O.M. Ashtankar
Professor & Head

(Academic Year 2018-19)

MASTER OF MANAGEMENT STUDIES (MMS) DEPARTMENT

ST. JOHN COLLEGE OF ENGINEERING & MANAGEMENT
Village Vevoor, Manor Road, Palghar (East)
Palghar District, Maharashtra/India, Pin-401404
Web: http://www.sjcem.co.in
1
 CERTIFICATE

This is to certify that the Project titled, A STUDY ON GENERAL

MANAGEMENT PRACTISES OF INDIA INFOLINE FINANCE LTD’ is

successfully completed by Ms. RUCHI DUTTA during the IV semester, in

partial fulfilment of the Master’s Degree in Management Studies recognized by

the University of Mumbai during dt.15/12/2018 to dt.10/3/2019 for the academic

year 2018-19 through St. John College of Engineering & Management, Palghar.

This project work is original and not submitted earlier for the award of any

degree/diploma or association of any other university/institution.

(Signature of Guide)
Date: Name of the guide
Place: Palghar DR. O.M. Asthankar

2
 DECLARATION

I hereby declare that this Project Report titled ‘A study on general management

practices of India Infoline Finance Ltd’ submitted by me to the University of

Mumbai through St. John College of Engineering & Management, Palghar is a

bonfire work undertaken by me during dt.15/12/2018 to dt.10/3/2019 and it is not

submitted to any other university or institution for the award of any

degree/diploma/certificate or published any time before.

Date:
Place: Palghar (Signature of the Student)
Name: Ms. Ruchi Dutta

3
 ACKNOWLEDGEMENT

The gratification and joy that accompanies the successful completion of the task would be
incomplete without the humble and deep felt expression of gratitude to everyone who has made
it possible
I would like to extent my heartfelt gratitude to Prof. O M ASTHANKAR who gave me on
opportunities to work under his guidance in the department
Further would like to place on record my grateful thanks to MR. PRASHANT SURTI who
spent their valuable time in guiding me in this project, whose cooperation and encouragement,
has immensely helped in the completion of the project.
I also would like to convey my sincere thanks to Prof. O M ASTHANKAR my internal project
guide, who has been a constant source of motivation and inspiration and has helped in bring
out the best in me.
I also thankful to all staff member of INDIA INFOLINE FINANCE LTD who as a team have
contributed in the successful completion of this project.

Place: Palghar
Date: Ruchi R. Dutta

4
 Index
SN Title Page

No.

1 Introduction 6-8

2 Research Methodology 9

3 Company Profile 10-14

4 Organizing 15-21

5 Rules and Regulation 22-25

6 Human Resources 26-29

7 Findings 30-31

8 Conclusion 34-35

9 Bibliography / References 36-37

5
 Chapter 1
Introduction

6
INTRODUCTION TO INDUSTRY

A Non Banking Financial Company (NBFC) is[1] a company registered under the Companies Act,
1956 of India, engaged in the business of loans and advances, acquisition of shares, stock, bonds,
hire-purchase insurance business or chit-fund business but does not include any institution whose
principal business includes agriculture, industrial activity or the sale, purchase or construction of
immovable property.[2]

The working and operations of NBFCs are regulated by the Reserve Bank of India (RBI) within
the framework of the [[Reserve Bank of India Act, 1934]] (Chapter III-B) and the directions issued
by it. On November 9, 2017, Reserve Bank of India (RBI) issued a notification outlining norms
for outsourcing of functions/services by Non-Bank Financial Institution (NBFCs) As per the new
norms, NBFCs cannot outsource core management functions like internal audit, management of
investment portfolio, strategic and compliance functions for know your customer (KYC) norms
and sanction of loans. Staff of service providers should have access to customer information only
up to an extent which is required to perform the outsourced function. Boards of NBFCs should
approve a code of conduct for direct sales and recovery agents. For debt collection, NBFCs and
their outsourced agents should not resort to intimidation or harassment of any kind. All NBFCs’
have been directed to set up a grievance redressal machinery, which will also deal with the issues
relating to services provided by the outsourced agency

Gold Loan NBFCs in India

Over the years, gold loan NBFCs witnessed an upsurge in Indian financial market,
owing mainly to the recent period of appreciation in gold price and consequent increase
in the demand for gold loan by all sections of society, especially the poor and middle
class to make ends meet. Though there are many NBFCs offering gold loans in India,
about 95 per cent of the gold loan business is handled by three Kerala based
companies, viz., Muthoot Finance, Manapuram Finance and Muthoot Fincorp. Growth of
gold loan NBFCs eventuating from various factors including Asset Under Management
(AUM), number of branches, and also the number of customers etc. Growth of gold loan
NBFCs occurred both in terms of the size of their balance sheet and their physical
presence that compelled to increase their dependence on public funds including bank
finance and non-convertible debentures. Aggressive structuring of gold loans resulting
from the uncomplicated, undemanding and fast process of documentation along with
the higher Loan to Value (LTV) ratio include some of the major factors that augment the
growth of Gold loan NBFCs

7
STRUCTURE OF NBFC IN INDIA

OBJECTIVES

1. To study in detail recruitment procedure at India Infoline Finance Ltd

2. To study in detail payroll system at India Infoline Finance Ltd
3. To understand customer acquisition strategy adopted by India Infoline Finance Ltd

8
 RESEARCH METHODOLOGY

Research Design:
Analytical in nature
Problem Statement:
To study the general management practices of INDIA INFOLINE FINANACE LTD.
Objectives:
1. To study in detail recruitment procedure at India Infoline Finance Ltd
2. To study in detail payroll system at India Infoline Finance Ltd
3. To understand customer acquisition strategy adopted by India Infoline Finance Ltd.

Data Collection:
1. Primary Data:
a. Informal interview with manager and other staff members.
2. Secondary Data:
a. Books
b. Websites of IIFL
c. Circular of IIFL

9
 Chapter 2
Company Profile

10
Name of the organization

India Infoline Finance limited is an Indian diversified financial services company.

Headquartered : Mumbai
Founder : Nirmal Jain
Managing Director : R Venkataraman
IIFL and its group companies are backed by Canadian investors Prem wasta, private equity firm
General Atlantic and CDC Group, the UK government’s private equity arm.
IIFL is ranked among the top seven financial conglomerates in India and as the top independent
financial services firm in India in term of market capitalization.

IIFL is a financial services conglomerate which was started by a group of passionate

entrepreneurs in 1995. The genesis of IIFL lies in the power of dreaming big and believing in
your dreams.
IIFL was the pioneer in the retail broking industry with its launch of 5paisa trading platform
which offered the lowest brokerage in the industry and the freedom from traditional ways of
transacting. Our strength has been to continuously innovate and reinvent ourselves. IIFL’s
evolution from an entrepreneurial start-up in 1995 to a full range diversified financial
services group is a story of steady growth by adapting to the dynamic business environment,
without losing focus on our core domain of financial services.
Today, IIFL Holdings Limited (Bloomberg Code: IIFL IN, NSE: IIFL, BSE: 532636) is
India’s leading integrated financial services group with diverse operating businesses, mainly,
Non Banking and Housing Finance, Wealth and Asset Management, Financial Advisory and
Broking, Mutual Funds and Financial Product Distribution, Investment Banking, Institutional
Equities, Realty Broking and Advisory Services.
IIFL serves more than 4 million satisfied customers across various business segments and is
continuously building on its strengths to deliver excellent service to its expanding customer
base.

11
Vision
To be the most respected financial services company in India. - Not necessarily the largest or
most profitable

Values
Fairness: Fairness in our transactions with all stakeholders including employees, customers,
and vendors, bereft of fear or favor.
Integrity: Integrity and honesty of the utmost nature, in letter, in spirit, and in all our
dealings with people, internal or external.
Transparency: Transparency in all our dealings with stakeholders, media, investors, and the
public at large we have come this far solely based on our core values serving as a moral
compass in all our dealings. Fairness, Integrity and Transparency - FIT is the driving force
behind all that we do here at IIFL. We only work with people who fit into our professional
ethos. Our constant endeavor is to deliver befittingly on all fronts to all our stakeholders. We
are resolute in the observance of these values and will let go of any growth opportunities that
deem unfit.

Mission
From an entrepreneurial start-up in 1995, we have steadily grown to emerge as one of India’s
leading financial services group. Ever since our inception, our strategy has been to align our
capabilities and market insights to the country’s rapidly changing business environment. Our
growth trajectory has only served to reinforce our focus on our domain of financial services.

12
ORGANISATIONAL HIERARCHY

CEO
cC
SUMIT BALI

CHAIRMAN
NIRMAL
(Brisdina JAIN
Coutinho)

BUSINESS HEAD
SAURABH
KUMAR

AREA
MANAGER
NARESH
CHAUDHARY

TM
PURENDRA SAIN

BRANCH MANAGER
KANHIYALAL
DAVRRA

13
A small group of passionate individuals formed Probity Research and Services Pvt. Ltd, an
Information Services Company in October 1995 with a vision to produce high quality,
unbiased, independent research on the Indian economy, business, industries and corporates.
Oe Loan Product in India Infoline Finance Ltd

GOLD LOAN
PERSONAL LOAN
SME LOAN
A small HOME LOAN group of
passionate individuals
formed COMMERCIAL VECHILE LOAN Probity
Research and
Services
LOAN AGAINST PROPERTY Pvt. Ltd, an
Information LOAN AGINST SECURITY Services Co

HEALTH CARE FINANCE

14
in October 1995 with a vision to produce high quality, unbiased, independent research on the
Indian economy, business, industries and corporates.

Originally incorporated as Chapter 3

Organizing

15
 Organization structure and your reporting hierarchy are available on the corporate Intranet-
IWIN. My Conduct “My conduct will be the same as what I expect from others in my Company.”
“I will ensure that everybody in my company behaves in a professional, business-like manner at
work, on the premises of my company, and whenever representing my company. I understand that
the success of my company is, to a large extent dependent upon maintaining a high level of public
trust and professionalism and I will ensure that everybody in the company conducts themselves at
all times in accordance with the highest principle of honesty and integrity. My conduct will be
what I expect from others and will set an example for my colleagues.”

CODE OF CONDUCT

OBJECTIVE AND KEY GUIDELINES

The objective of this policy is to ensure that every member of the team behaves in a professional,
business-like manner at work, on the premises of India Infoline, and whenever representing India
Infoline. The success of the company is dependent to a large extent upon maintaining a high level of
public trust and professionalism. Therefore, each employee is expected to conduct himself at all times
in accordance with the highest levels of honesty and integrity. The Code of Conduct identifies
particular responsibilities that each employee must assume in order to attain the vision of the
company. We cannot have a comprehensive set of rules that can detail every circumstance to which
they may apply, but the code does provide essential guidelines for day-to-day direction.
 General - Every individual must carry out his/ her responsibilities to the organization in a
trustworthy manner and must be careful to avoid situations that could present a conflict of interest
or an appearance of a conflict

 Avoid conflict - Do not have any potential interest, financial or non-financial, that may impair (or
appear to impair) the individual's independent judgment when performing working responsibilities

 Avoid receiving any material, financial, or other benefit by communicating or passing any
information, secrets, which may come into their possession as a result of the employment with
India Infoline

 Fill a Declaration Form disclosing whether any family member is working for a competitor or is in
the same line of business

16
 Take utmost care of company's property (e.g. computers, software, furniture, sign boards, etc)
and save it from damage, theft or remaining idle

 Avoid wasteful expenditure e.g. switch off computers from the power source when not using the
system, avoid waste of stationery, optimize courier packets and so on. Avoid use of paper/
printer, if soft copies can serve the purpose. Use printer on 'Draft' mode only for internal
requirements
 Housekeeping - Keep one's surroundings and workstations neat and tidy
 Communicate carefully - Do not represent to media or public as official spokesperson for the company
without being compliant with the company's guidelines for communication
 Office time and assets not for personal purpose - Avoid using for personal requirements, company's
telephones (mobile and fixed), fax machines, computers, copiers, courier services, office stationery and
other business equipments. Use of these facilities is permitted if, for emergency or insignificant
requirement. If expenditure is significant, say more than 1/10th of one day's salary, the same should be
communicated to the HR department for record and recovery from salary if absolute amount is over
Rs500. Refrain from doing any personal work during office hours or while in office. Exceptions are allowed
only if time taken is insignificant or if extra-ordinary inconvenience may be caused if that work is not done
at that particular time

 No alcohol/ smoking/ drugs while at work - Smoking on India Infoline premises is strictly prohibited.
Smoking means use of lit cigarette, cigar, pipe or any other lit tobacco product. Nobody should be under
the influence of alcohol or illegal or controlled substances when reporting to work, while on the job, or in
connection with carrying out official responsibilities

 Identity Cards and Attendance - Everybody must carry his/ her badges and display it at all times for security
reasons. Employees are requested to check their attendance records on IWIN and discrepancies, if any,
should be reported to the HR department. Falsifying of attendance or giving proxy is a serious offence and
can result in dismissal

ETHICS AND INTEGRITY

We expect all our people to display the highest standards of ethical and moral conduct in all their
acts on duty as well as when not on duty. We consider unethical or immoral conduct as a serious
violation of terms of employment, even if committed when the individual is not at the workplace
or is not on official duty. Such cases shall be taken seriously by IIFL. As a company, we can live
with errors and mistakes done in good faith even if they result in significant losses, but can never
condone lack of honesty and integrity, even if there is no monetary damage. The following is an
illustrative list of do’s and don'ts:
Employees must intimate the Compliance & Legal/ HR department by an email to
legal@indiainfoline.com if they

17
The Adrenalin HRMS Module Comprises of the following:

 Personnel Information Management System

 e-Recruitment- Talent Acquisition

 Leave and Attendance Management– Time Keeping.

 Confirmation Management

 Employee Separation

Decision Making Process

Decision-making can be regarded as a problem-solving activity yielding a solution deemed to

be optimal, or at least satisfactory. It is therefore a process which can be more or less rational
or irrational and can be based on explicit or tacit knowledge and beliefs. Tacit knowledge is
often used to fill the gaps in complex decision making processes.[1] Usually both of these
types of knowledge, tacit and explicit, are used together in the decision-making process.
A major part of decision-making involves the analysis of a finite set of alternatives described
in terms of evaluative criteria. Then the task might be to rank these alternatives in terms of
how attractive they are to the decision-maker(s) when all the criteria are considered
simultaneously. Another task might be to find the best alternative or to determine the relative
total priority of each alternative (for instance, if alternatives represent projects competing for
funds) when all the criteria are considered simultaneously. Solving such problems is the
focus of multiplecriteria decision analysis (IIFL). This area of decision-making, although

18
 very old, has attracted the interest of many researchers and practitioners and is still highly
debated as there are many IIFL methods which may yield very different results when they are
applied on exactly the same data.[3] This leads to the formulation of a decision-making
paradox

Decision Making Process

When decisions are made

While this approach may appear sensible, and certainly allowed for a great deal of flexibility,
experience elsewhere showed that it also added uncertainty to what was already a very
unpredictable operating environment. Businesses, households and market participants never
knew when the NBFC was going to move rates. The unscheduled approach also made
coordinating the Bank’s forecasting and policy decision-making activities difficult.

Who decides?

The major participants in the decision-making process are the CEO of the IIFL

The Founder , which is responsible for making each interest rate decision, consists of the
MD, the Business Head and Zonal Head.

Gone are the days when you had to wait endlessly and bear troublesome process of taking
a loan.If you’re looking for an easy and quick way to get financing, IIFL Gold loan is just
what you’re looking for. Now you can take the loan against gold ornaments and get relieved
of your immediate requirements. While your gold stays safe with us, you can go ahead and
take advantage of every opportunity.
While other loans require income or salary proofs and several other documentation, to avail
an IIFL Gold Loan all you need is gold over 18 carats. The loan amount i s dependent on
the value of the gold and is guided by the regulations of Reserve Bank of India. Your gold
is insured and is stored in our fire and burglary proof vaults.

Loan approval in 5 minutes

Walk into any IIFL Gold Loan branch with your gold, ID proof and address proof and get
instant approval

19
Loan disbursal in 30 minutes
Simple process and in-house gold valuation set-up ensures that you get the loan amount in
your account or in cash within 30 minutes

So why pay higher interest rates for a personal loan when you can get Gold Loan faster
at affordable rates.

MARKETING AND SALES:

Customer life cycle

Reach

Inspire Acquire

Retain Develop

Reach: Reaching to the customers or in the market, by gathering data from different sources like
websites, online sources and offline sources.

Acquire: New customer acquisition helps the organization grow. Just to reach to the Customers
is not enough the main task is to acquire them for longer period of time by maintaining good
reputation of the organization and by better customer services.

Develop: Development helps enhance profitability from existing customers without having to
spend when the margins are tight and acquisition costly. Development is done through the lead

20
creation by approaching existing customers for other loans or acquiring other customers from an
existing customers.

Retain: Once an organization has built up its customer base, the focus moves on to how to retain
them. Churn or attrition is inevitable. Not all the customer would stick with the organization
forever. They may leave at any time due to change in taste, better products or service, better terms
or due to change in market.

21
 CHAPTER 4
RULES AND REGULATION

22
 RULES AND REGULATIONS

 I agree that the online request, for disbursal of the loan facility, is subject to applicable
rules and regulations (as amended up to date, from time to time) of the respective
authorities, the current policies of IIFL Home Finance Limited (herein after referred to as
“IIFL HFL”) and any other applicable laws of land.

 I agree that IIFL HFL, before disbursal of the loan facility, will carry out a due diligence,
as required under the terms and conditions of the Loan Agreement and other statutory and
regulatory requirements.

 I agree that after the disbursal, in compliance with the extant regulatory guidelines and
terms of the Loan Agreement, I will submit the previous disbursal receipts and other
relevant documents at periodic intervals, as may be required and suggested by IIFL HFL.

 I agree that, under normal circumstances, IIFL HFL has the liberty to revoke my disbursal
request, at any time, if :

1. There is any default occurred in terms of the Loan Agreement with respect to my loan
account.

2. There is any delay in the processing of online request

3. There is any mismatch in the details mentioned in the online disbursal form.
There is violation of any of the terms of the Loan Agreement by any borrower.

I agree that IIFL HFL may, at its sole discretion, amend any of the services/facilities given
in the disbursal facilities either wholly or partially at any time and/or call upon me/us to
visit the branch and place of request by hand..

I agree that any change in my account status or change of address will be immediately
informed to IIFL HFL failing which I shall be responsible for any non -receipt of
communication/deliverables or the same being delivered at my given address.

I agree that all instructions relating to my disbursal will be issued to IIFL HFL as per
acceptable mode of communication such as by Courier/RPAD/e-mail to IIFL HFL

I agree to preserve the demand note, payment receipts and other relevant documents
carefully. In case of loss/theft of the same I shall immediately inform IIFL HFL in writing
and shall comply with necessary legal formalities as per the provisions of law.

I agree that I shall maintain and keep my loan account regular and upto date as per the
terms of the Loan Agreement and other applicable norms as prescribed by IIFL HFL from
time to time.

23
 I agree that I shall be liable to pay all charges, fees, interest, costs wherever applicable,
which IIFL HFL may levy with respect to my disbursal request and the same may be
recovered by IIFL HFL as part of my loan amount.

 I agree that I shall not pay any amount in cash to and/or cheque/Demand Draft/ Pay Order,
in favour of any employees and/or Sales Representative of IIFL HFL at any point of time
and/or at the time of processing of my disbursal request or carrying out any related
transactions.

 I agree to execute necessary writings in the form and manner, as may be required by IIFL
HFL, in order to execute my online request for disbursal.

 I agree that IIFL HFL will send me communications/letters etc. through courier/messenger/
e-mail or through any other mode at its discretion and IIFL HFL shall not be liable for any
delay arising there from.

 I agree that IIFL HFL shall not be liable for any consequences arising out of non-
compliance by IIFL HFL of my instructions due to any inconsistent/inadequate/incomplete
information in the online disbursal request form or due to any default in my loan account.
I agree that frequent dishonor of cheques or other repayment instruments due to insufficient
funds in my bank account may lead to discontinuation of disbursal.

 I agree that in the event of any disbursal, being over disbursed, then IIFL HFL reserves the
right to set off this over disbursed amount in the next disbursal of the loan facility and/or
call upon for refund of such additional amount from me/us and I shall return the said
amount immediately without any protest and demur.

 I agree that IIFL HFL shall not be liable for any damages, losses (direct or indirect)
whatsoever, due to disruption or non availability of any of services/ facilities due to
technical fault/error or any failure in telecommunication network or any error in any
software or hardware systems or any unauthorised access by any third party beyond the
control of IIFL HFL..

 I agree that IIFL HFL may disclose, in strict confidence, to other institutions, such Personal
Information as may be reasonably necessary for reasons inclusive of:

 For participation in any telecommunication or electronic clearing network;

1. In compliance with a legal directive;
2. For credit rating by recognized credit rating agencies;
3. For fraud prevention purposes;
4. To credit information bureaus.
24
 I give consent to IIFL HFL to update my Aadhaar number in its records, basis information
received by it through any external source/agencies, including government agencies. I also
give consent to IIFL HFL to disclose my Aadhaar number, as well as other related
information, not restricted to the linked Loan Account Number, to external institution(s)
and/or regulatory body/bodies and/or statutory body/bodies and/or any other agent/s and/or
vendor/s and/or contractors with whom IIFL HFL enters, or has entered into any
arrangement, in connection with providing of services / products.

Further, I agree that IIFL HFL may use Aadhaar based transaction and/or authentication
mechanism/system, either through biometric means or any other means deemed suitable by
IIFL HFL, as applicable and possible.
 I give consent to IIFL HFL to disclose information provided in the Online Disbursal
Request Form for the purpose of cross selling by India Infoline Finance Group (IIFL Group)
and any other marketing agent/s and/or contractors with whom IIFL HFL enters, or has
entered into any arrangement, in connection with providing of services/products, including
without limitation, cross selling of various financial products.

25
 CHAPTER 5
HUMAN RESOURCES

26
HUMAN RESOURCES MANAGEMENT

RECRUITMENT

Recruitment is a process of searching for prospective candidates for the given job in the
industry. As we know it is very important for an industrial concerns to have efficient and
effective personnel with right quality and at right time and at right place available whenever
they are needed. Every organization needs employee time by time because of promotion or
retirement of an employee. For this purpose an organization need to search for the right
candidate. And so it needs to encourage this type of right candidates whenever they require.

Sources of Recruitment
 Personal data of candidates and data bank maintain by the HR department  Campus
Recruitment.

 Company’s own website.  Placement consultants.

 Employee reference.

27
 Recruitment process at India Infoline Finance Ltd
Sources of Recruitment:

RECRUITMENT

EXTERNAL SOURCES
. Walk in/write-in INTERNAL SOURCES
. Advertising /Internet 1. Transfer
2. Promotion
.Campus recruitment 3. Employee referrals
.Internet Recruitment
ii

SELECTION PROCESS

ReferenFinal analysis
Screening of Interviewing. Reference checks. and decision to hire or
resumes
rejectce checks.

28
 PERFORMANCE APPRAISAL & REWARD SYSTEM

India Infoline believes in meritocracy. Therefore, promotions, increments, job movements,

incentives, bonus, reward and recognition are all based on the performance appraisal of an
employee

Performance appraisal takes place on a quarterly basis and a detailed review is undertaken on an
annual basis. Besides, there can be performance appraisals and monitoring of targets on a monthly
basis as well

Performance appraisal is done on the basis of Individual Performance Measures (IPMs)

communicated through corporate intranet, IWIN

Employees are expected to demonstrate their behavior which should be in line with the four key
behavioral attributes (KBA) which comprises of Discipline, Integrity, Initiative and Teamwork.
More details are available on IWIN

During probation period, if the employee does not meet the performance criteria then he/ she may
be relieved or the probation period may be extended

Post confirmation, if an employee is consistently falling short of performance criteria, he/ she will
be liable for disciplinary action We have two appraisals cycles conducted each year:

April Cycle: All employees joined from the previous year in April until September of the same
year.

October Cycle: All employees joined from the previous year in October until March of the
following year. Employees should ensure that they follow the link on IWIN & read through the
policy. The link: IWIN > Human Resources > PARS > Presentation on Performance Appraisal &
Reward System .

29
CHAPTER 6

FINDINGS

30
FINDINGS

According to the survey most of the customer of INDIA INFOLINE FINANCE LTD says that
the rate charged by the IIFL is satisfactory

Among all the respondent 80% are aware about different financial service provided by IIFL and
remaining 20% are not aware about the same

People want to invest their money in bank saving account rather than fixed deposit or share
market

Most of respondent have their annual income between 2 lac to 4 lac and from them most of the
people prefer LIC for insurance

Many people know the concepts of gold loan in spite of that they don’t take GOLD LOAN

IIFL Gold Loan is less preferred by the general people might because of less awareness about
IIFL gold loan services

31
 CHAPTER 7
RECOMMENDATIONS

32
 Recommendation

 Most of the people are not much aware of IIFL gold loan services and its benefits. So INDIA
INFOLINE FINANCE LTD can take general awareness of GOLD LOAN SERVICES plan to
the customers. IIFL should maintain the customer satisfaction

 There is lack of new customer addition in the branches of IIFL only existing customer comes to
respective branches for the gold loan so it is important to increase the awareness about the
financial products of IIFL in respective areas. Some promotional activities are required for the
awareness of the customer

 The company should increase Exposure. It is the good tool to capture the market.

 To increase the awareness about GOLD LOAN SERVICES AND OTHER FINANCIAL
PRODUCTS and the name India Infoline itself, the company should organize campaign

 The Campaign can be weekly, monthly, yearly, it will give good result to the company to
capture market in the competitive position

33
Chapter 8
Conclusion

34
Conclusion

On the basis of the study it is found that INDIA INFOLINE FINANCE LTD is
better services provider than the other NBFCs because of their good service and
personalized advice on gold loan and financial investment product.

IIFL provide the faster services as well as relationship manager facility for
encouragement and protects the interest of the investors.

It’s also provide the information through the internet and mobile alerts.

Study also concludes that people are not much aware of IIFL gold loan services.

The company should also organize seminars and similar activities to enhance the
knowledge of the prospective and existing customer so that they feel more
comfortable while investing in the financial products.

35
Chapter 9
References

36
REFERENCES

WEBSITES

www.indiainfoline.com
www.mutualfundindia.com
www.google.com

Books
• Hand book of Model bank
• Annual report of Model bank

37