SUMMER TRAINING PROJECT REPORT

(MBA - 035) ON
A Comparative Analysis of Consumer Behavior in relation to Healthcare products of Sahara Care House with respect to other brands present in the market

AT
SAHARA CARE HOUSE,DELHI.
Submitted in Partial Fulfillment of Master of Business Administration (MBA) Programme: 2010 -12 Of

Gautam Buddh Technical University, Lucknow

Submitted by VINOD KUMAR (MBA - III SEMESTER) (ROLL NO. - 1001470053)

Faculty of Management Science

Shri Ram Murti Smarak College of Engineering & Technology, Bareilly

Shri Ram Murti Smarak College of Engineering & Technology, Bareilly (U.P.)
Faculty of Management Science Certificate
This is to certify that Mr.Vinod Kumar, a regular student of MBA 2010 Batch has undergone Summer Training in SAHARA CARE HOUSE, Delhi on the topic of A Comparative Analysis of Consumer Behavior in relation to Healthcare products of Sahara Care House with respect to other brands present in the market for a period of...6.. week commencing from 13-06-2011 to 21-07-2011 This Summer Training Project Report embodies the facts and figure collected and interpreted by him/her during the course of Training. This Certificate is issued by the undersigned on the basis of the Summer Training Certificate of the organization in which the student completed the Summer Training during above period.

(Anant Kumar Srivastava) Head of Department

Date: Place: Bareilly

DECLARATION
I, VINOD KUMAR, Roll No 1001470053 a student of MBA third Semester of SRI RAM MURTI SMARAK COLLEGE OF ENGINEERING AND TECHNOLOGY, BAREILLY hereby declare that I have carried out Summer training project on Topic A Comparative Analysis of Consumer Behavior in relation to Healthcare products of Sahara Care House with respect to other brands present in the market in SAHARA CARE HOUSE, DELHI.

I further declare that project work is my original work and no part of this report has been published or submitted to anybody or university for award of any other degree or Diploma.

VINOD KUMAR

MBA III Sem. SR MS CET, Bareilly

ACKNOWLEDGEMENT

I would really express my special and profound gratitude to my internal guide Ms. Jasmine Kaur for kindly giving his consent for our training in this organization. I am deeply grateful to Mr. ANUBHAV CHAUDHARY, Business Development Head of SAHARA CARE HOUSE , for the cooperation extended by him to conduct this study, advising me on this project report and furnishing the required information. I am extremely grateful to the authorities of Sri Ram Murti Smarak College Of Engineering & Technology, Bareilly for deputing me under NTPC Ltd., Singrauli Sonbhabra (U.P.). At the end, I would like to extend my special gratitude to SAHARA CARE HOUSE, for sparing their valuable time and cooperating with us in our study.

VINOD KUMAR

MBA III Sem. SR MS CET, Bareilly

Table of contents

INDEX NO. I II 1

PARTICULARS EXECUTIVE SUMMARY

PAGE NO. 7 8-10

INTRODUCTION TO INDUSTRY 1.1 Introduction of Health Insurance in India 1.2 Policy Change in the Indian Insurance market 1.3 Investment policy in the Indian insurance market 1.4 Future of Indian Insurance Market 1.5 Market Share of Health Insurance in India COMPANY PROFILE 2.1.1 Sahara Group 2.1.2 Business Entities of Sahara Group 2.1.3 Business Entities 2.1.4 Profit Sharing Practices 2.2.1 About the Company 2.2.2.Presence of Operational Network PART-A PLAN B-1 -Concierge Service (Primary Product) PART-B PLAN A & PLAN B-Healthcare Insurance

11 21

22 61

RESEARCH METHODOLOGY 3.1. Title 3.2. Objectives of the study 3.3. Type of Research 3.4. Scope of Study 3.5. Sources of Data 3.6. Sample Design 3.7. Sample size 3.8. Sample description 3.9. Research Instruments

62 70

3.10. Limitation of the study 4 DATA ANALYSIS AND INTERPRETATION Data Analysis & Interpretation of Healthcare Insurance along with Primary Services SUMMARY OF FINDINGS RECOMMENDATION AND CONCLUSION BIBLIOGRAPHY ANNEXURES 71 81

5 6 7 8

82 84 85 87 88-89 90 93

Executive Summary

The purpose of the study is to find out the market potential of Health insurance along with its associated Concierge services by Sahara as compared to other companies. Sahara Care House is interested in finding out the sales potential of its services offered.

Specifically, the research objectives are to: Gauge the consumer sentiment on the various services provided by the various companies in the city. 1 Identify areas of improvement on the various services provided by Sahara Care Houses competitors. 2 Determine the type of services needed by the consumers of Sahara Care House. 3 To make the Comparative Analysis of Sahara Care House with its competitors. 5 Rank and evaluate the relative importance of the various products and its associated products and services of Sahara Care House. 6 Gather and analyze the future aspirations of the customers with respect to the product offerings. 7 To create the awareness of its products and services in the market, which has low penetration.

Chapter-1

1.1 INTRODUCTION OF HEALTH INSURANCE IN INDIA

In mid 80s most of the hospitals in India were Government owned and treatment was free of cost. With the advent of Private Medical Care the need for Health Insurance was felt and various Insurance Companies (New India Assurance, National Insurance Company, Oriental Insurance & United Insurance Company) introduced Mediclaim Insurance as a product. According to recent news report health insurance continues to be the fastest growing segment with annual growth rate of 25%. Health Premium has risen to Rs. 8100 crores in 2009-2010. As per the recent reports from various agencies the health sector has the potential to become a Rs. 30000-crore industry by 2015. Estimates of leading Chambers of Commerce also confirm these estimates. On August 15, 2007 Prime Minister had announced Rs 2000 Crores for Health Insurance for poor citizens and the impact of the same is being seen by us in the form of success of RSBY (Rashtriya Swasth Bima Yojna ). In 2010 with entry of various private Insurance companies now the customers have choice of buying this insurance from 21 Insurance companies.

The Companies, which offer Health or Mediclaim Insurance at present, are; 1. Apollo DKV Insurance Company Limited. 2. Bajaj Allianz General Insurance Company Limited 3. Bharti AXA General Insurance Company Limited 4. Cholamandalam MS General Insurance Company Limited 5. Future Generali India Insurance Company Limited 6. HDFC General Insurance Company Ltd. 7. ICICI Lombard General Insurance Limited. 8. IFFCO Tokio General Insurance Company Limited 9. Max Bupa Health Insurance Company Limited 10. National Insurance Company Limited 11. New India Assurance Company Limited 12. Oriental Insurance Company Limited 13. Raheja QBE General Insurance Company Limited 14. Reliance General Insurance Company Limited 15. Royal Sundram Alliance Insurance Company Limited 16. SBI General Insurance Company Limited (Introducing Shortly)

17. Shriram General Insurance Company Limited 18. Star health and Allied Insurance Company Limited 19. TATA AIG General Insurance Company Limited. 20. United India Insurance Company Limited 21. Universal Sompoo General Insurance Company Limited India is the only country where hospitalization insurance policy was being sold as Med claim Insurance Policies. The very name gives a feeling to the insured that claim has to be lodged. If motor insurance policy is not sold as motor insurance claim policy and household insurance policy is not sold as household claim policy then why this is named as Med claim? In the recent years the trend has emerged that some Insurance companies have started calling this product as Health Insurance. Health Insurance and Med claim are two different names for the same product. The change has started coming and now we have started calling it Health Insurance. ICICI Lombard has even named it as Health Insurance Policy. Calling is as Health Insurance is a positive way of looking at this Insurance. It also giving us a feeling that we as a society have started moving from curative medical care to preventive medical care.

According to sources in Oriental insurance it is being felt that mindset has started changing over the last couple of years The new middle- class of India aspires for quality healthcare service and doesnt mind going to expensive hospitals like Apollo or Escorts. There is no reason why healthcare insurance should not be successful with this class.

Rating Given by Consumer Voice Name the Company Tata AIG 1 HDFC Chubb Bajaj Allianz 2 2 2 2 1 of Overal TP Tangibilit Proble l Rank A y m Solving 1 1 1 2 1 2 1 2 1 2 Reliabilit Responsivenes Assuranc Empath y s e y

ICICI Lombard IFFCO Tokio Royal Sundaram Oriental Insurance Cholaman -dalam New India Assurance United India Insurance National Insurance

11

10

10

10

11

11

10

10

11

10

10

11

10

11

11

11

(Source: www.healthinsuranceindia.org)

1.2 POLICY CHANGE IN THE INDIAN INSURANCE MARKET

The Insurance Regulatory Development Act, 1999 (IRDA Act) allowed the entry of private companies in the insurance sector, which was so far the sole prerogative of the public sector insurance companies. The act was passed to protect the concerns of holders of insurance policy and also to govern and check the growth of the insurance sector. This

new act allowed the private insurance companies to function in India under the following circumstances: The company should be established and registered under the 1956 company Act The company should only the serve the purpose of life or general insurance or reinsurance business The minimum paid up equity capital for serving the purpose of reinsurance business has been decreed at Rs 200 crores

The minimum paid up equity capital for serving the purpose of reinsurance business has been decreed at Rs 100 crore

1.3 INVESTMENT POLICY IN THE INDIAN INSURANCE MARKET

A policy known by the name of 'Health plus Life Combo Product', offering life cover along with health insurance has been granted permission by the IRDA act and insurance companies are allowed to provide it now. The FDI limit in the insurance sector has been capped at 26% for the foreign marketers but the government is thinking to increase it to 49% and a bill of this offer is pending at the Rajya Sabha A low cost pension scheme is supposed to be formed by the Pension Fund Regulatory and Developmental Authority (PFRDA) on 1st April, 2010 to provide social security to the poorest class.

 The compulsory ceding by every General Insurance Corporation (GIC) would go on to stay at 10% under current regulations as specified by IRDA.

1.4 FUTURE OF INDIAN INSURANCE MARKET

As per the report of 'Booming Insurance Market in India' (2008-2011), concentration of insurance markets in many developed countries of the world has made the Indian insurance market more magnetic in terms of international insurance players. Furthermore, the report says Home insurance sector is likely to achieve a 100% growth since home insurance are made compulsory for housing loan approvals by the financial institutions. In the coming three years Health insurance sector is all set to become the second largest business after motor insurance.

 During the period of 2008-09 to 2010-11 the non life insurance premium is likely to have a growth of 25%.

1.5 MARKET SHARE OF HEALTH INSURANCE IN INDIA Health Insurance is an important part of Indian Insurance market and it portfolio which growing at the highest rate. Therefore various proposals are under consideration at different levels with IRDA, Insurance Companies, Government Agencies & Corporate bodies. According to newspaper reports some of these are:17 General Insurance Companies and 3 Health Insurance companies are at present selling health insurance. During 2009-10 premium figure is estimated to have touched Rs. 8100 crores. (1)- Number of stand alone Health Insurance companies is increasing at a slow pace. Star Health was the first health insurance co and it was followed by Apollo Munich which started operations in August 2007. Max Bupa has started operations in April 2010. Religare is planning to start operations in near future but without any foreign partner.

(2)- In view of increase in medication as well as health care costs the sum assured limit of Rs. 5,00,000 has been steadily increasing and now many companies are issuing policy of Rs, 10,00,000. Max Bupa has introduced a product where even a policy of Rs, 50, 00,000 can be issued and that too to a person of 80 years. It is a good charge.

(3)- More and more life Insurance Companies are now selling Health Plans which is a combination of Health Insurance and Mutual fund. It is foreseen that SEBI view on Mutual fund will have impact on this product also. (4)- Hospitals/Pharma Cos may become promoters / investors in health insurance companies. It may result in better healthcare management as resources can be effectively utilized for the welfare of the society. But reach can be limited as India is a very large country. Contribution of 3 large corporates Max, Fortis & Apollo will be merely a symbolic thing. (5)- Our projections are that by 2015 Health Insurance premium will touch Rs, 35,000 crores and by 2025 it will be Rs, 4,00,000 crore industry.

2.1. ABOUT THE COMPANY

We understand the value of relationships So we personalize our services for you

Sahara Care House is an emotionally driven commercial enterprise offering various services for Global Indians, who are settled overseas but have family and friends in India. Sahara Care House offers many opportunities to reach out to their loved ones through a bouquet of attractive services in 197 cities across India. Their services are rendered by 3500 dedicated Relationship Ambassadors who are on call 24x365 to assist you and make your loved ones in India feel that you genuinely care for their well being. Sahara Care House is a single window service platform offering more than 5000 products and 60 services for Indians residing overseas Non-Resident Indians (NRIs) and Persons of Indian Origin (PIOs). You can avail our services by either becoming a member or

transacting as a guest. Sahara Care House is an exclusive NRI service and concierge service portal designed to help NRIs extend a helping hand to their family members and loved ones in India. Rather than simply sending money at home, NRIs and PIOs can assist their family members in emergency or routine life by selecting from our variety of products and services categorized under Healthcare, Personalized, Utility and Shopping Services. Under these four verticals Non-resident Indian (NRIs) may request for bill payments, property management, legal and taxation services, school or college admission information service, travel and leisure, visit by Relationship Ambassador and other specialized concierge services. Guests may also take care of their loved one's health by gifting them Individual or Preventive Healthcare Package. Sahara care house is pioneer in concierge services across the India. We lead in concierge services, corporate concierge services, NRIs help, NRI services and online shopping all over India. One can rely on us for best serving organization in Utility services,

personalized services and health care services online through Sahara care house. An absolute online shopping portal permits to request for services and track your request self, making your life easier by giving these all on your door step. Availing three stages for serving you better: Call centre access, help desk and Internet online shopping portal. Sahara Care House is part of the Sahara India Pariwar, one of India's largest business conglomerates with an asset base of over USD 10.87 billion. With a workforce of over 910,000 workers, it has a consumer base of nearly 90 million and 1707 offices across the country. Its diversified business interests include Financial Services, Infrastructure and

Housing, Media and Entertainment, Retail Chain, Tourism and Hospitality, Manufacturing, Services and Trading.

2.2. Genesis & Origin

Sahara India- a corporate, which believe that quality, is never an accident it is a result of planning, team work and a commitment of excellence. Sahara India Pariwar is a multibusiness conglomerate with diversified business interest that includes finance, real estate, media & entertainment, tourism & hospitality, and service & trading.

Sahara India Pariwar

Year 1978 in Gorakhpur, India

2010,

headquarter

in

Lucknow, India Workers Dependents Asset 3 15 Rs.2000 9.10 lack 45.50 lack Over 10.87 Billion dollar

Establishments

1707

Sahara India Pariwar is a major entity on the corporate scene having diversified business interests that include Finance, Infrastructure & Housing, Media & Entertainment, Consumer Products, Manufacturing, and Services & Trading. Quality is Their essence and we, at Sahara India Pariwar , have always stressed on the Qualitative aspect. Consequently in this run for quality, quantity has always pursued us. We look forward to reaching the zenith and reaffirm their commitment to the process of sound nation-building. CORE COMMITMENTS - OUR STRENGTH

Emotion Discipline Duty

No discrimination

Quality

Give respect Self-respect

Truth

Collective Materialism

Religion

Absolute Honesty

2.3 Visions, Mission &Values.

What A commitment of Sahara India Pariwar to the genuine needs and rights of anybody & everybody - Be it to a depositor, newspaper reader, consumer.... all business associates and Sahara India Family Members.

Need India needs effective consumer protection and protection of workers' genuine rights. There are various agencies, promising protection & action. But no external body can provide justice unless the company becomes 'QUALITY CONSCIOUS' WITH STRICTLY NO DISCRIMINATION POLICY AND JUSTICE CONSCIOUSNESS as its very dominating nature.

Motto We not only believe but practice NO DISCRIMINATION, JUSTICE & HIGH QUALITY - means enthusiastic, productive performance of duty "KARTAVYA' towards the consumer', workers' genuine satisfaction.

Aim To provide justice - be it a matter of the tiniest imperfection or injustice in Their COMMITMENT - products or services. direct or indirect, short term or long term.

Where Kindly rush your grievances/suggestions or any queries related to Sahara India Pariwar to the nearest Sahara establishment and/or to:

Objective At Sahara Care House, we believe in providing outstanding personalized services to meet the needs of their customers worldwide and their families in India. Their service solutions ensure convenience, value and absolute satisfaction for their customers. Response Will Never Be Delayed and Justice Will Never Be Denied

2.4 Profit Sharing Practices

2.5. Business Entities

2.6 Business Ethos

Sahara Care House has imbibed the business ethos of credibility, reliability and trust of Sahara India Pariwar. 'Security & Transparency' Deep-rooted ethos and culture, transparent business processes of Sahara Care House, combined with the highest degree of professionalism. 'Trust' Part of a respected and well established USD 10.87 billion conglomerate of 32 businesses. 'Heritage' History spanning 28 years, + 910,000 employees, servicing 1 out of 17 Indians. 'Reliability' 3500 'Relationship Ambassadors' across 197 cities

ensuring coverage of entire country. 'Dedication & Commitment' Respect for human values;

sensitivity & responsiveness to customers' needs. Sahara Care House We understand your values, your needs and concerns.

PLAN B-1

Concierge Services (Primary Product)

We have four major verticals- Health Services, Utility Services, Personalized Services and Shopping Services Healthcare services Complete Healthcare Services including Preventive Healthcare Checkup, Medicine delivery, Ambulance arrangement, visit by Consultant, Lab investigations etc. Utility Service Allowing Members in any part of the world to pay their familys Utility Bills, Property and Legal Issues, Moving and much more. It is a service to help Member's family members and friends in their day to day requirements. Personalized services A personalized service includes Travel, Tax Filing Services, Car Pick ups, etc. We help NRIs and their families in customizing their Travel and Leisure plans in India also. We are also facilitating Matrimonial Services, Event Management, and Astrology Services etc. We can assist members in getting information about their ancestors too by our Family Root Search Service. Shopping Services

Shopping services covers Flower and Gift purchases and delivery, Food delivery virtually all needs. We at SCH help Indians to carry their sentiments with pleasant surprises for their family, friends and relatives in India from time to time with wide range of over 15000 products. Not only on special occasions but just because they LOVE and CARE for them!

PRODUCT & SERVICES

CONCIERGE SERVICES: Sahara Care House -Product sheet Membership Plan-B1 (Rs 6666/- Inclusive TAX) Key attributes of Plan B1 1) Four major verticals
a) Healthcare services- checkup, medicine, Ambulance, visit by consultant,

lab investigation etc.

b) Utility services- pay utility bills, property and legal issues, and day-to-day

requirement.
c) Personalized services- travel, tax filling services, car pick up, etc. we also

provide matrimonial services, event management.

d) Gift & Shopping- Flowers and gift purchase and delivery.

2) Vacation Vouchers

This voucher entitles the member and members of ones family/friends to a vacation for 7days and 8 nights Could be availed 52 times in a year In 4000+ resorts in 45 different countries 88 resorts in INDIA
AVAIL UPTO 50% TO 80% DISCOUNT ON LODGING

3) SAHARA CARE HOUSE Discount Voucher:-

The member will be entitled to avail a discount of 10% on all the purchases made on the Sahara Care House Website.

4) SCH Privilege Card:Entitles you to avail discounts upto 25% on 1800 outlets across India. Renewal Fee: - 3499 (Inclusive Tax) CONCIERGE SERVICES:

Individual Healthcare Services Designed to take care of the specific health needs of your loved ones, our Individual Healthcare services are flexible enough to suit the varying health requirements of your family members in India. By availing this service, NRIs may offer their loved ones the convenience to get lab investigations done, avail medicines and get access to ambulance and doctors while sitting at home. Lab Investigation Home Visit by Consultants Medicine Delivery Arranging Specialist Consultations at Clinic

Preventive Healthcare Packages Prepared by an eminent panel of doctors and specialists, our Preventive Healthcare Packages are designed to identify medical problems before they develop into full-blown conditions. By taking advantage of our comprehensive bouquet of preventive medical services, NRIs may make sure the health concerns of their parents and dear ones in India are being carefully looked after. Master Health Check-up Plan

 Antenatal Care Plan Regular Health Check-up Plan Diabetes Care Plan Family Healthcare Plan Child Care Plan (0 - 13 years) Executive Healthcare Plan

We provide wide range of Document and Certificate facilitation services including facilitation for birth certificates, marks transcripts, marriage certificate, death certificate and encumbrance certificate in India. Our NRI friends can also post request for ration card, passport and PAN card facilitation services.

Document & Certificate Facilitation in India

Additional Booklet (Other than City) New Passport (City) New Passport (Other than City) Passport for Minor (City) Passport for Minor (Other than City) Change in Name (City)

Birth Certificates from Municipal Change in Name (Other than City) Corporation, Taluka, Tehsil etc. Degree School / College Certificate Change of Address (City)

Duplicate Passport (City) Marriage Certificate PAN Card Facilitation Death Certificate Duplicate Passport (Other than City) Encumbrance Certificate

Marks transcripts Passport Renewal (City) Passport Renewal (Other than City) Ration Card

Additional Booklet (City)

Essential Goods Delivery Our Essential Goods delivery service is designed to make household shopping convenient for your loved ones in India. On your request, our dedicated Relationship Ambassadors will deliver grocery, toiletries and other household items at your loved ones doorsteps.

Grocery and Toiletry Grocery and Toiletry (Annual package of 25 orders)

Household Utility Bill Payment By subscribing to our Household Utility Bill Payment services NRIs may bring much relief in the lives of their family members in India. This means, your parents will never have to stand in a queue to pay utility bills as our efficient Relationship Ambassadors will take care of it all.
Telephone bill School fees payment

Mobile bill

Monthly Package of max. 4 Bills

Water tax

Yearly Package of max. 50 Bills

Corporation tax / House tax

Legal Advisory Facilitation

Sahara Care House offers comprehensive Legal Advisory Facilitation service for NRIs and their loved ones in India. Our portfolio of legal service take care of all important legal aspects including legal opinion facilitation, legal documentation facilitation and finding a lawyer service.
Legal Opinion Facilitation Find a Lawyer

Legal Documentation Facilitation

Legalization & Attestation of Documents Our Legalization and Attestation of Documents service is of great benefit for NRIs who wish to get any document attested or notarized for themselves or their loved ones in India. On your request, our efficient Relationship Ambassadors will get your documents attested from gazette officer, municipalities or Government bodies in India.

Property Management & Maintenance Even while staying abroad, NRIs may assist their loved ones buy, sell or rent property in India through Sahara Care House. Our Property Management and Maintenance service also incorporate services like whitewashing, plumbing, carpentry, pest control etc to assist your parents take care of their property in India.
Buy Property Water - Proofing

Sell Property

Pest Control

Rent Your Property

Carpentry

Search for Property on Rent

Electrical Work and Maintenance

Painting/Whitewash

Yearly maintenance Package (12 orders in a year)

Plumbing

Relocation Services : NRIs can now help their family members in India relocate without any hassles by taking advantage of our dependable relocation service . A friendly Relationship Ambassador will help your family in packing, moving and settling in with ease - whether its within the same city or to another city. Security Services :Our dependable Security Service offers Non-Resident Indians an opportunity to ensure safety and security of their parents and loved ones in India. Our very thoughtfully designed service category offers facilitation for security guards and hitech security systems like central monitoring system, intruder alarm system and more.

Security Guard

Hi - Tech Security

Event Management : Sharing your responsibilities in good times, we offer a comprehensive bouquet of event management service in India. Be it planning for a wedding or birthday party, organizing

conferences and launches or simply booking movie or theatre tickets we assure quality, efficiency and promptness in our service.
Delivery of Movie Ticket / Concert or Event Ticket

Arranging Birthday Party / Anniversary / Wedding functions

Dinner reservations at requested hotel/restaurant

Family Root Search : Our Family Root Search service is designed to help Non-Resident Indians (NRIs) and Persons of Indian Origin (PIOs) trace their lineage and family roots in India. NRIs/PIOs seeking most accurate information about their ancestors in India may post request for this exclusive service. Indian Culture & Heritage: Acquaint your loved ones with rich Indian culture and heritage by sending books and CDs from our exclusive collection. Incorporating knowledgeable products on yoga, classical Indian dance and music, mythology, heritage coins and more, our collection of books and VCDs make great gift ideas for kids and connoisseurs of Indian culture.

Tax Filing Facilitation Service :Sahara Care House offers personalized Tax Filing facilitation services in India. NRIs may post request for this service for themselves or to

ease out tax filing process for their loved ones in India. The efficient service is rendered through reputed Chartered Accountants and tax experts skilled to offer you solutions for multifarious tax requirements. Travel and Leisure :We take care of all your travel needs from booking affordable air tickets, rail tickets to hotel reservation in luxury and budget hotels of India. Besides, we also offer affordable tour packages to North, South, East and exotic North-East India. Plan your tour with Sahara Care House today! Visit by Relationship Ambassador : Non-Resident Indians can request a visit of Relationship Ambassadors to look after their parents or loved ones in India anytime during the year. Highly efficient and dedicated, our Relationship Ambassadors will take care of your loved ones with the compassion of a family member.
For a brief visit.(2 hours) For a visit.( 4 hours) For Half Day (6 Hrs) For Full Day (12 Hrs) Home Visit by Relationship Ambassador for one year (24 visits) For Night Stay Home Visit by Relationship Ambassador for one year (6 visits) Home Visit by Relationship Ambassador for one year (12 visits) For 24 Hrs

HEALTHCARE INSURANCE

PLAN A

Membership Plan-A (Rs 11029 Inclusive taxes)

Key attributes of Plan A

1) Four major verticals

a) Healthcare services- checkup, medicine, Ambulance, visit by consultant,

lab investigation etc.

b) Utility services- pay utility bills, property and legal issues, and day to day

requirement.
c) Personalized services- travel, tax filling services, car pick up, etc. we also

provide matrimonial services, event management.

d) Gift & Shopping- Flowers and gift purchase and delivery.

2) Vacation Vouchers This voucher entitles the member and upto 3 members of the family/friends to a vacation for 7 days and 8 nights. Could be availed 52 times in a year In 4000+ resorts in 45 different countries 88 resorts in INDIA AVAIL UPTO 50% TO 80% DISCOUNT ON LODGING

3) HEALTH COVE The member and his family of 3(spouse & 2 dependent children below 21 years) are covered by medical cover for Rs 2,00,000 under floater policy. Cashless hospitalization Age limit of 70 Years No Pre Medical Test Required Covers Pre Existing diseases(after 6 months of policy endorsement) Maternity benefit up to Rs 15000 for first 2 children.(after 9 months of policy endorsement)

 Covers pre (upto 30 days) & post (up to 60 days) Hospitalization expenses. OPD expenses of 1% or Rs 2000
4) FREE ACCIDENTAL COVER:-This policy covers each family member against

accidental death of Rs 1,00,000 only.

5) HOUSEHOLD COVER:- Burglary, Fire, Earthquake and floodsthis policy covers

the household of the purchaser against burglary, Fire, Earthquake and floods etc for Rs 1,50,000.

6) Sahara Care House Discount Voucher:-

The member will be entitled to avail a discount of 10% on all the purchases made on the Sahara Care House Website.
7) SCH Privilege Card:-

Entitle you to avail discounts upto 25% on 1800 outlets across India. 8) A sample Pack of 3 Health Supplements Free with your membership.

Renewal Fee: - Rs 6619 (Inclusive Tax)

Membership Plan-B (Rs 7777/- Inclusive TAX)

1) Four major verticals
a) Healthcare services- checkup, medicine, Ambulance, visit by consultant,

lab investigation etc.

b) Utility services- pay utility bills, property and legal issues, and day-to-day

requirement.
c) Personalized services- travel, tax filling services, car pick up, etc. we also

provide matrimonial services, event management.

d) Gift & Shopping- Flowers and gift purchase and delivery ,etc

2)Vacation Vouchers

This voucher entitles the member and upto 3 members of the family/friends to a vacation for 7 days and 8 nights. Could be availed 52 times in a year In 4000+ resorts in 45 different countries 88 resorts in INDIA
AVAIL UPTO 50% TO 80% DISCOUNT ON LOADGING

2) SAHARA CARE HOUSE Discount Voucher:The member will be entitled to avail a discount of 10% on all the purchases made on the Sahara Care House Website. 3) SCH Privilege Card:-

Entitle you to avail upto 25% discounts on 1800 outlets across India... 4) A sample Pack of 3 Health Supplements Free with your membership.

5) A REEBOK watch worth Rs.2000

6) Avail 20% discount by Husband, Wife and Two Children on ALL tests done in Thyrocare Labs.

7) Get Accidental Insurance upto 8 lacs.(4 LACS EACH)

Renewal Fee:- Rs 3999 ( Inclusive Tax)

1. Comparison between SAHARACAREHOUSE & ICICI LOMBARD

SAHARA CARE HOUSE

1 2 3 4 5 6 7 8 9 DOCUMENTATION SUM AMOUNT FLOATER FACILITY ENTRY AGE & renewal period CASH LESS FACILITY REIMBURSEMENT PERIOD PRE EXISTING DISEASE PRE & POST HOSPITALIZATION PREMIUM No Documentation required 2L Available 3 months-70 years, Lifelong renewal Yes, Tie up with 3500 hospitals 7 days 6 months Pre-30 days Post-60 days 11027 for 1st year 6617 for every year if you want to avail the service for rest of your life. Yes No testing required

ICICI LOMBARD
No Documentation required 2L-4L Available 3 months-60 years, Renewal up to 65 yrs of age Yes, Tie up with 3500 hospitals 30 days 4 years Pre-30 days Post-60 days 13743 for 3 years 20686 for 4 years

10 11

Maternity effect Testing

No No health checkup up to the age of 55yrs then only test requirement is compulsory. Extra premium required for these services

12

Additional Benefits

13

Additional Services

Household covers Accidental death cover includes in same premium Concierge services Discount vouchers Vacation voucher Privilege cards

No additional service

2. Comparison between SAHARACAREHOUSE & BAJAJ ALLIAN

1 2 3 4 5 6

DOCUMENTATION SUM AMOUNT FLOATER FACILITY ENTRY AGE & renewal period CASH LESS FACILITY REIMBURSEMENT PERIOD PRE EXISTING DISEASE PRE & POST HOSPITALIZATION PREMIUM

SAHARA CARE HOUSE No Documentation required 2L Available 3 months-70 years Tie up with 3500 hospitals Within 7 days with full amount Covers after 6 months Pre-30 days Post-60 days

BAJAJ ALLIANZ No Documentation required 2L-4L Available 3 months-55years, renewal up to 65 yrs. Tie up with 2400 hospitals 10% of co-payment is deductable in non-network hospital Covers after 4 years Pre-60 days Post-90 days

7 8 9

10 11

MATERNITY TESTING

11027 for 1st year 2338(90days-25yrs) 6617 for every year if you want to avail the 2736(26yrs-40yrs) service for rest of your 3591(41yrs-45yrs) life. 5586(46yrs-55yrs) st Yes,15000 for 1 2 Not given children No testing required Testing required after 45years Extra premium required for these services

12

ADDITIONAL BENEFITS

13

ADDITIONAL SERVICES

Household covers Accidental death cover includes in same premium Concierge services Discount vouchers Vacation voucher Privilege cards

No additional service

3.Comparison between SAHARA CARE HOUSE & TATA AIG

SAHARA CARE HOUSE 1 2 3 4 5 6 7 8 DOCUMENTATION SUM AMOUNT FLOATER FACILITY ENTRY AGE CASH LESS FACILITY REIMBURSEMENT PERIOD PRE EXISTING DISEASE PRE & POST HOSPITALIZATION PREMIUM No Documentation required 2L Available 3 months-70 years

TATA AIG No documentation required 2 lacs after every 7 days Yes 5-55 Yrs

Tie up with 3500 hospitals Available 7 days 6 months Pre-30 days Post-60 days 11027 for 1st year 15 days 4 years Pre-30 days Post-90 days 18000 minimum premium,,

6617 for every year if you Constant for 5 years want to avail the service for rest of your life. 10 11 12 Maternity effect Testing Additional Benefits Yes No testing required Household covers Accidental death cover includes in same premium Concierge services Discount vouchers Vacation voucher Privilege cards Not given Not required Extra premium required for these services No additional service

13

Additional Services

4. Comparison between SAHARACAREHOUSE & APOLLO MUNICH

SAHARA CARE

APOLLO MUNICH

HOUSE 1 2 3 4 DOCUMENTATION SUM AMOUNT FLOATER FACILITY ENTRY AGE & RENEWAL FACILITY CASH LESS FACILITY REIMBURSEMENT PERIOD PRE EXISTING DISEASE PRE & POST HOSPITALIZATION No Documentation required 2L Available 3 months-70 years Lifelong renewal In network hospitals ,tie up with 3500 hospitals 7 days 6 months Pre-30 days Post-60 days No Documentation required 2L Available 3 months-60 years Lifelong renewal In all major network hospitals 15 days 3 years Pre-30 days Post-60 days & if you inform them 5 days earlier as per doctors prescription then the prehospitalization is 60 days and post- hospitalization is 90 days. 9 PREMIUM 11027 for 1st year 11315 every year and if the policy remain unclaimed any 6617 for every year if you year then 10 want to avail the service for rest of your life. % of the sum amount gets added to the next years sum amount till it becomes 50 %. Yes, 15000 for 1st 2 children after 9 months Yes , 15000- normal & 25000- Special case for 1st 2 children but only after 4 years.

5 6 7 8

10

Maternity effect

11

Medical test required

No

Yes above 46 years of age.

5.Comparison between SAHARACAREHOUSE & MAX NEWYORK

SAHARA 1 2 3 4 5 6 7 8 DOCUMENTATION SUM AMOUNT FLOATER FACILITY ENTRY AGE CACH LESS FACILITY REIMBURSEMENT PERIOD PRE EXISTING DISEASE PRE & POST HOSPITALIZATION PREMIUM No Documentation required 2L Available 3 months-70 years, life long Tie up with 3500 hospitals 7 days 6 months Pre-30 days Post-60 days 11027 for 1st year 6617 for every year if you want to avail the service for rest of your life. 10 Maternity effect 11 Testing 12 Additional Benefits Yes No testing required Household covers Accidental death cover includes in same premium Concierge services Discount vouchers Vacation voucher Privilege cards

MAX NEWYORK Only Photograph, Age proof & Address proof is required 3L Available For child(0-18),Adult(18-65) & Renewal Period is up to 75 yrs Yes. available in over 4000+ network hospitals After 1 Month Not Cover Pre-no Post-up to Rs. 3000 Rs.15000

No No test requirement Extra premium required for these services No additional service

13 Additional Services

CHAPTER- 2

RESEARCH METHODOLOGY

3.1. PROJECT TITLE

A COMPARATIVE ANALYSIS OF CONSUMER BEHAVIOR IN RELATION TO HEALTHCARE PRODUCTS OF SAHARA CARE HOUSE WITH RESPECT TO OTHER BRANDS PRESENT IN THE MARKET.

3.2. OBJECTIVES OF THE STUDY

The primary objective is to study, understand and analyze various aspects related to the Health Insurance as well as to make people aware about the various plans of Sahara Care House. Health Insurance To identify the preferred Insurance company most preferred by the insurer or potential insurance customers. To find out the perception of the customers of various insurance providers Satisfaction level of the regular services provided to its existing customers. Comparison of Sahara Care House products and services with Others in the market What are the areas of improvement needed in the services of Sahara Care House

 Which are the key features provided to the existing customer in other companies that makes them feel loyal to the customers and therefore is able to retain them. Impact of media and advertisement on customer purchase decision. To study the future purchase behavior of customer as well as the reason for the same.

3.3. TYPE OF RESEARCH The research undertaken for the study on A COMPARATIVE ANALYSIS OF CONSUMER BEHAVIOR IN RELATION TO HEALTHCARE PRODUCTS OF SAHARA CARE HOUSE WITH RESPECT TO OTHER BRANDS PRESENT IN THE MARKET is a Survey research which is DESCRIPTIVE type.

3.4. SCOPE OF STUDY The scope of the study on A COMPARATIVE ANALYSIS OF CONSUMER BEHAVIOR IN RELATION TO HEALTHCARE PRODUCTS OF SAHARA CARE HOUSE WITH RESPECT TO OTHER BRANDS PRESENT IN THE MARKET has been restricted to find out the Perception, Preference and Consumer Behavior of the

existing customers of Sahara Care House and Other Health Insurance Companies and comparison was done in the area of Delhi and NCR region only. 3.5. SOURCES OF DATA Data Source: In the study of A COMPARATIVE ANALYSIS OF CONSUMER BEHAVIOR IN RELATION TO HEALTHCARE PRODUCTS OF SAHARA CARE HOUSE WITH RESPECT TO OTHER BRANDS PRESENT IN THE MARKET both the data were used. 1. Primary Data. 2. Secondary Data.

3.6. SAMPLING DESIGN Type of Sampling Procedures: Data Collection Plan: The first of Research consisted of secondary data search from the following sources:

1 Catalogues 2 Websites

In this, information about different Health Insurance in different area in the Delhi and NCR region were collected. For the conclusive research, questionnaires were developed on the basis of secondary data to gather information on the research objective. A Convenient Non-Probability Sampling was done to test these questionnaires. In this sample of 10 people (on an average) was

picked up from the target population on convenience basis, so as to determine the limitation and deficiencies in the questionnaires. The

final draft of the questionnaire (see Appendix) was then prepared on the basis of the observations and inputs drawn from the visits to the various customers and potential customers of different Sahara Care House and its competitors. Out of the population, 100 for health insurance consumers, were taken for the conclusive study, and then finally filled these. Types of Primary Data collected. Demographic /Socioeconomic Characteristics:

Demographic and socioeconomic characteristics are sometimes called states of being in that they represent the type of people. The factors on which we worked upon are occupation and various sources of income. Monthly income is also an important parameter but it is difficult to verify. Attitudes/Opinions: Through the questionnaire we have tried to get hold of individuals preference, inclination and requirement from the products that the Sahara Care House and its competitors deliver to its customer. Attitude is an important notion in the marketing literature, since it is generally thought that the attitudes are related to the behavior of individual.

Awareness/Knowledge: They are used in marketing research refers to what respondents do or do not know about the product. For instance, here we have tried to find

out the market awareness regarding the product of the Sahara Care House and various facilities one can avail. Intentions: A persons intentions refer to the individuals anticipated or planned behavior. We have tried to find out through the collected primary data the intentions of the people in general about the product called Concierge Services. In this project we have segregated the people as per their intentions about the primary product, which is Concierge services and its associated products and services offerings. Motivation: Through the questionnaire we have tried to find the hidden need or want of an individual and have tried to find if these people can be tapped as the potential customer for Sahara Care House. Behavior: Behavior concerns what subjects have done or are doing. Through the questionnaire we have tried to find out the behavior of the individuals regarding the product and their responses. If the responses are favorable then the person can be said to be our potential customer. The primary data serves as an important tool to measure the

behavioral trend of the customer. It helps in answering few vital questions like: What are the primary requirement a customer would like see in its health insurance? Where would an individual like to take or business with Sahara Care House? What is he looking for in Travel Franchisee? Thus, it helps to draw a comparison between the Purchase and the observed behavior of the individuals.

Obtaining the Primary Data: The data collection was primarily done through communication. Communication involves questioning respondents to secure the desired information, using a data collection instrument called

questionnaire. The questions were in writing and so were the responses. Part B: Competitors Analysis Almost all the Insurance companies offer similar features and facilities with their Health Insurance, therefore for existing customers of any

company to shift to another insurance; this is very rarely the criteria or reason as the potential customers have already invested in other company and needs to pay regular premium. However few customers did choose Sahara Care House Health insurance product because of its unmatched and exceptional products offerings. The level of service in terms of delivering whatever is promised, fast response in case of problems, is the most important benefit that the customers seek, from the company they have a Health Insurance with. In case of a new customer, if a company approaches it first for opening a health insurance with them, then there is a good chance for the company of getting many future businesses from the deal. Aggressive Marketing is the key to increasing the market share in this area, since the market has a lot of potential both in terms of untapped market.

3.7. Sample size Sample size refers to the elements to be included in the study. The important decision that has to be taken while adopting a sampling

technique is the sample source. In this study the sample size of respondent was limited to 100 for Health Insurance Industry.

3.8. Sample description No research work can be under taken without the co-operation of the respondents who are interviewed from whom data is collected. Therefore respondents play a vital role in this type of study. The data was collected through the questionnaire. The respondents were existing customers of Sahara Care House as well as customers of other insurance and tourism franchisees respectively in the Delhi NCR region. Questionnaires were in the Form of: A. Dichotomous B. Structured or Closed ended C. Open ended Questions. 3.9. Research Instruments: To get the responds, the questionnaire method was used. In this study the questionnaires was given to the customers of both Sahara Care

House and its competitors and were asked to answer the questions. Respondents were contacted personally to get the necessary

information required for the completion of the survey. The questionnaire used in this study was a structured one. Here the questions were arranged in a specific order and were logically interconnected for the research study. The advantage of the structured questionnaire lies in the reduction of interviewer and interpreters bias. The questionnaire was framed by keeping in mind the objective of the study. Process adopted:
Gaining knowledge about the product:

Reading about the product was the first step undertaken. This gave not only in depth knowledge about what is been offered by other players but also proved useful while developing the questionnaire. Steps in the Development of the Survey Instruments: The main instruments required for survey was a well-developed questionnaire. The questionnaire development took place in a series of steps as described below:

Step 1

The Appropriate data collection methods have been determined

Step 2

The information required for each objective is being determined.

Step 3

Specific Questions/Scale Measurement format is developed.

Step 4

Research objectives are being transformed into information objectives.

Step 5

The number of information needed is being determined.

Step 6

The questionnaire and layout is being evaluated.

Step 7

Revise the questionnaire layout if needed.

Step 8

The Questionnaire format is being finalized.

 Customer Survey:

The people play an important part as a clear perception of people about the product can be estimated and known. Studying the need levels of the people regarding the product can be observed. It was very useful in knowing about the requirements of the people.
Referred to brochures and websites of competitors:

To understand the competitors product brochures and websites of various players were referred and a competitive analogy of all the information is been made.

3.10. LIMITATION OF THE STUDY 1. Since, the study was done by conducting convenient sampling findings may not be accurate. 2. Findings of the study are based on assumptions that the respondents have given correct or reliable information.

3. This study was limited to the state of Delhi and NCR region only.
4. Sample size is small and has been restricted to 100 for Health Insurance compared

to the population.
5. Although there are 21 companies providing Health Insurance in the Indian market,

however only 12 companies have been taken for the comparison study.

DATA ANALYSIS AND INTERPRETATION

Which Health policy you are currently obtained?

ICICI Lombard Bharti AXA Life Reliance General Insurance AVIVA HEALTH PLUS Bajaj Allianz Health Guard ICICI PRUDENTIAL LIFE INSURANCE MAX NEWYORK LIFE INSURANCE APOLLO MUNICH HEALTH INSURANCE BIRLA SUN LIFE INSURANCE STAR HEALTHINSURANCE Sahara Care House

16 7 18 12 10 10 12 2

6 6 1

 Interpretation:
In this question ,it shows that most of the consumer prefer Reliance general Insurance . My concern was to know which Health policy is mostly preferable by the consumer in premium segment.Reliance general Life Insurance is mostly preferable .

Who has the heaviest influence your purchase decision?

Friend/ relative Media advertisement Dealer collectively all 45 30 10 15

Interpretation: In this question I want to know the influence of the attributes towards the consumer purchase decision. Majority is the friend and relatives, because they are very close to them on second number media & advertisement.

 How can you know about Health policies?

Advertisement Friend Others Agents

44 36

14 6

Interpretation:
In this question people are getting informed about the product by which way. Most of the consumer are getting informed through advertisement .

Perception of common people about Sahara India Pariwar?

Level Highly Satisfied about company Good Neutral Dissatisfied Dont know about company

No. of Responses 15 25 65 5 5

If you change your current health policy in which company you will opt for?

ICICI Lombard Bharti AXA Life Reliance General Insurance AVIVA HEALTH PLUS Bajaj Allianz Health Guard ICICI PRUDENTIAL LIFE INSURANCE MAX NEWYORK LIFE INSURANCE
APOLLO MUNICH HEALTH INSURANCE BIRLA SUN LIFE INSURANCE STAR HEALTHINSURANCE Sahara Care House

5 8 12 25 10 12 10 5
8 6 9

 Perception about Sahara Care House.

Brand is not known Previously used & dissatisfied Poor reputation of Sahara India Pariwar other reasons

65 0 25 10

From where did you come in touch with Sahara Care House? 1) Print Media Magazines, journals and newspapers 2) Television Media 3) Direct Sales Representatives ( including Tele calls) 4) Friends and Colleagues 5) Internet 6) Boards and Hoardings 7) Kiosks and Publicity

1 2 3 4 5 6 7

Print Media Magazines, journals and newspapers Television Media Direct Sales Representatives ( including Tele calls) Friends and Colleagues Internet Boards and Hoardings Kiosks and Publicity

22 1 47 10 12 1 5

Which of the following (according to you) is the best medium to reach the customers? 1) Print Media 2) Television 3) Direct Sales Representatives ( including Tele calls) 4) Internet 5) Boards and Hoardings 6) Kiosks and Publicity 1 2 3 4 5 6 Print Media Television Direct Sales Representatives ( including Tele calls) Internet Boards and Hoardings Kiosks and Publicity Total 17 24 19 22 11 7 100

Do you pay attention to internet advertisements of Sahara Care House? 1) Yes 2) No

DATA TABLE
1 2 Yes No 65 35

With the current health policy you are? Level Highly Satisfied Satisfied Neutral Dissatisfied No. of Responses 15 65 15 0

Highly Dissatisfied

H0: customers are not satisfied with the current health policy. H1: customers are satisfied with the current health policy.
Average mu stdev sterror Z z(table) 3.85 3 0.857 0.0857 9.9156 1.64

We reject HO Customers are satisfied with the health policy Interpretation: in this question H1 is customers are satisfied with the current health policy. It has been proved Ho is rejected and H1 is accepted. FINDINGS: Consumer behavior is the study of when, why, how, and where people do or do not buy. It blends elements from psychology, sociology, social anthropology and economics. It attempts to understand the buyer decision making process, both individually and in groups. It studies characteristics of individual consumers such as demographic s and behavioral variables in an attempt to understand people's wants. It also tries to assess influences on consumer groups such as family, friends, reference groups, and society in general Consumer Behavior or perception in relation to health care products of sahara care house in respect to other brand is not so much positive. Most of the people are completely unaware about sahara care house.

SUMMARY OF FINDINGS

Findings of this project has been include products and services of Sahara Care House where Sahara Care House provides its primary product and services of Concierge services, Healthcare insurance associated concierge services. 6.1.HEALTHCARE INSURANCE

1. Insurance provider in the Healthcare industry has risen over the years and at present have 21 companies providing such products and services to various customers,therefore in the survey it has been found that majority of the people in the survey already have such healthcare or life insurance with them and is giving stiff competition to Sahara Care house in terms of only healthcare insurance.But since,Sahara care house provides healthcare insurance with better features and exclusive benefits and with concierge services,it has greater potentialty to outperform than others in the industry,with better marketing and proper strategies to penetrate further in the market,which has great potentialties. 2. The study was restricted to the findings of 11 competitors ans sahara care house and the rest of the companies offering such services has been clubed as others.This was done inorder to make better conclusion and drawing of comparison in respect to make admissible conclusion from this study. 3. It has also been found that only Sahara Care House provides services such as Concierge services,and various other associtaed benefits such merchandises,vacationa vouchers,sahara care

housediscount vouchers, sahara care house privilege cards along with healthcare insurance or only concierge services in India. 4. Like many other i.e ICICI Prudential.Max Bupa,Aviva,etc Sahara Care house provides Floater Cashless hospitalization facility for their healthcare insurance.However,it is only sahara care house who provides its cashless facility fixed every year(with flexible break up system for the insurer and its spouse and Two children maximum).As the renewal charges for such services is every year,therefore the all benefits is enjoyed as same every year,unlike in others,where once hospitalization claim is made in the next event of another hopitalization the approved amount decreases or needs to pay higher premium subsequently. 5. Iinsurance provider like,L.I.C.I,Sahara care house who provides healthcare insurance which covers insurer,its spouse and two children,may face some challenges with ICICI Prudential as it provides its services upto three chlidren. 6. Sahara care house is the only healthcare insurance provider who provides its services with minimum age of 3 months and above,all other insurance provider needs to attain atleast 18 years of age and above,for some its 25 years ICICI Lombard.This can give better advantage to sahara care house to leior the potential customers who are in need of such services. 7. For taking any plan of Sahara Care house rwquires only an age proof and an identity card,whereas all the other healthcare insurance require submission of various documents i.e. medical fitness certificate from a certified or company allotted doctors, pre-existing disease information, age certificate, details to regular medication taken, reports of existing diseases, etc. It also gives more confidence and safety to its customers as the healthcare insurance is provided by either New India Assurance or Oriental Insurance which is a government organization. 8. Only Max Bupa and Sahara Care House provides Maternity benefits to its insurance holders. 9. Sahara care house is the only healthcare insurance provider which gives all the benefits in one plan i.e.Accidental insurance and even House insurance registered under the insurers name.

6.1 CONCLUSIONS
An emotional bonding, India's largest services and an online and offline product company Sahara Care House is an offering exclusively for Indians Residing Overseas (IROs), who have strengthened India economically and earned great respect for the country and for all Indians across the world. To show gratitude and respect, Sahara Care House offers a "Single Window Service" for extending a caring hand to their families and friends back home in India through a bouquet of attractive services/ benefits. The convenient non-probability survey was conducted in a sample size of 150 wherein the distribution of the sample was made based on comparison of Sahara Care House with its other major Competitors, namely - ICICI Prudential, Bharti Axa, Max Bupa, etc for the healthcare insurance. Although the number of respondents of each company varied, the information and comparison were done extensively. In the two months of Summer Internship, the experiences with the companys colleagues and the senior executives and Business Development had been great with lots of valuable learning activities taking place. The On-Job Training with various customers of Sahara Care House and its competitors, were done by personal visits in this two months of durations and inputs extracted with valuable inferences drawn for such activities. In the course of the On-Job Training, efforts were made to promote and make marketing of the various products and services of the company. Learning, in terms of getting to know more how to interact with the potential customers right from fixation of appointments, to generation of various Sales Lead, to follow up of previously visits and working towards the conversion of potential sales were performed while making progress for the study. Sahara Care House since its inception has more than 60000 customers in India. It has great potentialities in future as the products and services offered in the market is distinct in nature and can make more penetrations in the coming days ahead. With the advantage of Sahara India as an establishment of brand and with aggressive marketing and Sales Promotional activities which is being undertaken gradually and periodically, it has the greatest chance to make this brand a huge enterprise with its mass customer under its roof.

6.2 RECOMMEDATIONS
The research undertaken for the study on A Comparative Analysis of Consumer Behavior in relation to Healthcare products of Sahara Care House with respect to other brands present in the market is done keeping in mind the different challenges it faces from significantly rising competitors in Healthcare Insurance business and its long term implications and profitability of the company. Sahara Care House (a division of Sahara India Pariwar) has pioneered such services as Concierge Services in India for the masses or general public with humble start in 27 th March, 2006, with a vision to extend a platform for NRIs or PIOs to perform customized work for their loved ones in India, with a nominal amount. In 2008 it was extended to Indian consumer too with added features. Even though it has greater products and services offerings in the market it has not been able to add up customers robustly, but meagerly. Therefore, with the help of surveys and extensive comparison done with its competitors and inferences drawn, I shall give some of the recommendations which shall help or pave a way to the company to increase profitability more and add up more customers in the future. 1. Insurance is generally taken to make up the rising healthcare cost in metropolis and other places in India with rising number of diseases and also receive Income Tax exemptions under 80 D of Income Tax Act, 1969. Therefore, it was found in the field visit with the potential customers for sales that they were reluctant or refused to take products of Sahara Care House because the products do not come under income tax exemptions. Inclusion of such benefits with its products and services shall make it at par with other competitors. 2. Companies like ICICI Prudential, Max Bupa and other provides its healthcare insurance for OPD charges or regular health check-up which is an important monthly or yearly expense for the customers. Therefore, Sahara Care House should include at least this facility, and then many potential customers may seek for Sahara Care House healthcare insurance product. 3. Despite extra ordinary features of Sahara Care House healthcare insurance, the knowledge of such product existing in the market is little known to others. Many customers did not knew about the Sahara Care House before, therefore aggressive marketing and various promotional activities can increase the Brand Recognition of the company and its products like its other competitors. 4. With the advent of various diseases, coverage of various kinds of diseases should be included or improvised according to the demand. With increase number of cases of H1N1 influenza and terrorism related accidents inclusion of this kind of diseases can open a new chapter in healthcare insurance industry.

BIBLIOGRAPHY
BOOKS
1. Kothari C.R, Research Methodology-Research edition(reprint),New Age International Publishers,pg-80 2. Idbi-pg110-111 3. Nair Suja R, Consumer Behavior in Indian Perspective, year-2009, First edition, Himalaya Publishing House,pg-20 4. Leon G. Schiffman & Leslie Lazor Kanuk, Consumer Behavior, year-2004, Eight edition, Prentice Hall of India (Pvt) Ltd.(used as references) 5. Wilson Alan, Marketing Research-An Integrated Approach, year 2009, First edition(reprint), Pearson Education Limited,(used ad references) & Techniques, year-2008,Second

LINKS http://www.healthinsuranceindia.org/comparision_with_various_parameter.asp http://www.healthinsuranceindia.org/pre_comparative_chart.asp http://rndinfo.com/exclusivehealthcare.html www.economywatch.com/businessandeconomy- cached- Similar www.iloveindia.com/economy-of-india/tourism-industry.html - Cached - Similar www.business-standard.com/...business-model...insurance.../390230/ - Cached www. toostep.com/idea/factors-affecting-indian-tourism-industry- - Cached - Similar

WEBSITES www.search.ebscohost.com www.emeraldinsight.com www.saharacarehouse.com www.saharacarehouse.in www.wikipedia.org

ANNEXURE

QUESTIONNAIRE Introduction I am Vinod Kumar student of MBA from Shri Ram Murti Smarak College Of Engg. & Tech... I am doing a research project on health Insurances policies . We would be grateful if you could respond to the following questions. Q1. Which Health policy you are currently using? ICICI Lombard Bharti AXA Life Reliance General Insurance AVIVA HEALTH PLUS Bajaj Allianz Health Guard ICICI PRUDENTIAL LIFE INSURANCE MAX NEWYORK LIFE INSURANCE APOLLO MUNICH HEALTH INSURANCE BIRLA SUN LIFE INSURANCE STAR HEALTHINSURANCE Sahara Care House Other .please specific Q2. Which plan it is?

Q3. Who has the heaviest influence your decision? (a) Friend/ relative (c) Media advertisement (b) dealer (d) collectively all

Q4. From where did you get information about this Brand? (a) Advertisement (c) Dealer (e) Others Q5. With the current health policy you are, (a) Highly satisfied (c) Satisfied (b) not satisfied (d) strongly dissatisfied (e) Neutral (b) friend (d) sales persons

Q6. Are you satisfied with the service of health policy? (a) Highly satisfied (c) Satisfied (b) not satisfied (d) strongly dissatisfied (e) Neutral

Q7. Will you recommend your health Insurance policy to other? (a) Yes (b) no

Q 8. Give rank to attributes in order of priority giving 1 highest and 8 to least important.

Floater Brand name Premium coverage PMT & documentation Death Benefits Maternity Benefits Tax Benefits Pre Existence disease

Rank them

Q 9.Which health policy you would like to purchase next?

Q10. Do you pay attention to internet advertisements of Sahara Care House? 1) Yes 2) No Q11.Your perception about Sahara India Pariwar? Highly Satisfied

Good Neutral Dissatisfied Highly Dissatisfied

Q12. Your perception about Sahara Care House? Name: Age : Education Occupation Income Brand is not known Poor reputation of Sahara India Pariwar previously used & dissatisfied Other reasons

THANKS FOR YOUR COOPERATION