A Study of Customer Satisfaction in Non-Banking Finance Companies (NBFCs) with Special Reference to Muthoot Finance

This research focuses on customer satisfaction in Non-Banking Financial Companies (NBFCs) withparticular emphasis on Muthoot Finance. In light of growing digital usage, evolving customerdemands post-pandemic, transparency issues, and competition rising, it is important to understandthe drivers of customer satisfaction. Despite this, there are gaps in existing research on assessing theinfluence of digital transformation, quality of services, and issues of trust on customer experience.To fill these gaps, a comparative and descriptive research design is adopted. Primary data arecollected from surveys (250-300 customers) and interviews (10-15 customers & employees) whereassecondary data are collected from industry reports, company reports, and regulatory documents. Themethod of random sampling with stratification is used for collecting a range of respondent sets. Bothof quantitative method (statistical analysis of SPSS) and qualitative method (thematic analysis ofresponse and case studies) are used for analysing the data. The study will identify the primary factors that influence customer happiness, assess how digital services impact the customer experience, and compare Muthoot Finance to competitors likeManappuram Finance, Bajaj Finserv, and IIFL Finance. The findings will provide NBFCs with strategic insights that will help them improve their offerings, boost client confidence, and stay competitive in India's evolving financial sector