A PROJECT REPORT ON A SURVEY ON CUSTOMERS SATISFACTION OF THE NTEL MARKETING AND SERVICES PVT LTD PUNE AT AMENDS MARKETING

PVT.LTD Submitted to

University of Pune
IN PARTIAL FULFILMENT OF THE REQUIREMENT FOR AWARD OF THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION BY WASIM RAFIK KHOT MBA II UNDER THE GUIDANCE OF PROF.SACHIN WANKHEDE

SINHGAD INSTITUTES OF TECHNOLOGY (Academic year 2013-2014)

DECLARATION

I, the undersigned hereby declare that the project report entitled A SURVEY ON CUSTOMERS SATISFACTION OF THE NTEL MARKETING & SERVICES PVT LTD PUNE written and submitted by me to the university of Pune, Pune in partial fulfillment of the requirements for the award of degree of Master of Business Administration under the guidance of PROF.SACHIN WANKHEDE Sir .is my original work and the conclusions drawn there in are based on the material collected by myself.

Place: Lonavla

WASIM KHOT

Date:

Research student

CONTENTS

CONTENTS
ACKNOWLEDGEMENT LIST OF TABLES LIST OF FIGURES EXECUTIVE SUMMARY CHAPTER I: INTROUCTION. CHAPTER II: PROFILE OF THE ORGANIATION CHAPTER III: RESEARCH METHODOLOGY. CHAPTER VI: DATA ANALYSIS & INTERPRETATION. CHAPTER V: FINDINGS & SUGESTIONS. CHAPTER VII: CONCLUSION. BIBLIOGRAPHY ANNEXURES

PAGE NO.
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CHAPTER -1 INTRODUCTION TO THE STUDY

ACKNOWLEDGEMENT

I express my sincere gratitude to all the people who have played a part in the successful completion of the summer internship program.

I am highly grateful to MR.JUNAID KAZI sir (amends director) for sparing his time in helping and guiding me, throughout this summer internship program. And other staff members of Amends for giving me their valuable time and information whenever needed.

I wish to thank Dr. PARAG KALKAR (director, SIBACA) for his support and guidance on the project. The first person I would like to acknowledge is my guide PROF.SACHIN WANKHEDE sir who supported me throughout this project with utmost cooperation and
patience. I am very much thankful to them for sparing their precious time for me and helping me in doing this project.

I also want to express my sincere gratitude to my parents for their valuable co-operation and time guidance, without which this project would not have been possible.

WASIM KHOT

MBA MARKETING

LIST OF TABLES
Table No. Table No. 1 Table No. 2 Table No. 3 Table No. 4 Table No. 5 Table No. 6 Table No. 7 Table No. 8 Table No. 9 Table No. 10 Table No. 11 Table No. 12 Table No. 13 Title Of the Table Page No.

LIST OF FIGURES
Figure No. Figure No. 1 Figure No. 2 Figure No. 3 Figure No. 4 Figure No. 5 Figure No. 6 Figure No. 7 Figure No. 8 Figure No. 9 Figure No. 10 Figure No. 11 Figure No. 12 Figure No. 13 Title Of the Figures Page No.

EXECUTIVE SUMMARY
TITLE: A SURVEY ON CUSTOMERS SATISFACTION OF THE NTEL MARKETING
AND SERVICES PVT LTD PUNE.

Organization: AMENDS MARKETING PVT.LTD, PUNE. Objectives: Research Methodology: SAMPLING UNIVERSE: All Customers in Pune city. SAMPLING TECHNIQUE: Non-Probability Convenience sampling. SIZE: 20 Customers. RESEARCH INSTRUMENTS: Research instruments, for the purpose of primary data collection were Structured Questionnaires. Secondary data collections were Books, Annual report, previous report, Magazines, Company website. To study level of satisfaction regarding facilities provided by amends. To study level of satisfaction regarding overall company performance. The study level of satisfaction about the understanding between customer & employees. The study level of satisfaction regarding features & benefits. The study level of satisfaction regarding quality and service, which are provided by the amends. The study level of satisfaction regarding dealer performance. The study level of satisfaction regarding policies, which are provided by the amends.

OBSERVATIONS & FINDINGS 1. It is observed that 75% of customer is completely satisfied about services. 2. All the customers are benefited through this Multirecharge facility. 3. Major customer has used this service in recharge sector. 4. The network compared to other companies is better in ntel. 5. Majority of the customer are comfort to use this service. 6. Majority of customer has major recharge sales with this service. 7. The plans of this service are very effective. 8. The message format of recharge is very easy. 9. Recharge done through this service is fast. 10. Other products of Intel are very useful.

SUGGESTIONS: 1. Balance should be provided on right time to customer. 2. Customer care helpline should be increased. 3. Upcoming of the company should be done fast. 4. Wrong recharge facilities should be available. 5. Bills of recharge should be provided.

1.1 INTRODUCTION TO THE TOPIC

The study used a random sample of 25 customers from the bank. Customer responses 15 satisfaction items on the bank customer survey were analyzed to show the construction of a fundamental measure as the first step towards creating a universal metric of customers satisfaction . We all know customer satisfaction is essential to the survival of our businesses. How do we find out whether our customers are satisfied? The best way to find out whether your customers are satisfied is to ask them. Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is parts of the four of a balanced scorecard. So this study will include customers satisfaction, who are using the different products of amends company.

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1.2 OBJECTIVE OF THE SURVEY

To study level of satisfaction regarding facilities provided by amends. To study level of satisfaction regarding overall company performance. The study level of satisfaction about the understanding between customer & employees. The study level of satisfaction regarding features & benefits. The study level of satisfaction regarding quality and service, which are provided by the amends. The study level of satisfaction regarding dealer performance. The study level of satisfaction regarding policies, which are provided by the amends.

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1.3 IMPORTANCE OF THE SURVEY

Customers satisfaction at the amends marketing & services. Is very important attribute which is frequently measured by the amends. Once the customers are satisfied, automatically the banks commitments are going high as compare with others. Customers satisfaction is an abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other factors the customer, such as other products against which the customer can compare the organizations products.

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1.4 SCOPE & LIMITATIONS OF THE SURVEY

Scope: This survey will help the amends company to formulate long term policies and procedures so as to enhance customer satisfaction can be well utilized by the employees so as to maximize the level of facilities and services but at the same time carrying out effective guidance. Directors and other subordinates are in this company can pinpoint the area where corrective actions are required to be taken for increasing level of customer satisfaction with the help of this survey.

Limitations: The time period for the survey is limited for 40 days. The information given by the customer is assumed to be true. Some of the customers are not interested in the survey, because they said, I m giving the information but my name is not published before the Directors and other employees of the company. This survey is for only 25 customers, not for the whole customers in the bank. Therefore the proper information about the customers satisfaction in amends is not measuring accurately.

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1.1

Research Methodology

Sources of Collection of Data There are two types of Data

a.

Primary Data:-

Primary Data is original data that a researchers gathers for a particular project. This includes information collected through survey and interview. b. Secondary Data:This is already published data collected for completion of project. The data is collected from Magazines, internet etc.

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1.2
1. Questionnaire

Research instrument

It is simply a formalized scheduled or a series of questions, written or verbal to obtain and records specialized and relevant information with tolerate accuracy and completeness.

There are 2 basic types of survey question A) B) Open Ended Question Close ended Question

Open Ended Question

In this type of question the response is unstructured and spo ntaneous without a prompting aid. It reflects that responses exist in a conscious state of mind.

Close Ended Question The question and responses are structured and closed. There are various types of closed and ended question like dichotomous, ranking, checklist, multiple choices. In this study questionnaire is used for collecting primary data.

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1.

Sampling Size

Sampling Size: The sample size of the survey is 20-30 customer.

2.

Sampling Method

Survey Method Survey method includes questionnaire, and interview. The most effective techniques used is contact the customer personally and collect information. In this study survey method is used to collect information through personal interview. is

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COMPANY PROFILE
Company name- Amends marketing pvt.ltd

Year of Establishment- 2012 Companys director- Mr.zunaid kazi

Location- KK market, Balaji Nagar, Pune.

Legal Status of Firm- Private Limited Company

Nature of Business- Other, Service Provider, Trader

Number of Employees- 11 to 25 People

Turnover- Rs. 50 Lakh - 1 Crore ( or US$ 100 K - 200 K Approx.)

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CHAPTER-3 THEROTICAL BACKGROUND

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1. SERVICES: 1. MULTI RECHARGE 2. NETWORK 3. FACILITIES 4. CUSTOMER CARE 5. PLANS 6. SYSTEMS

2. QUALITY OF PRODUCT: 1. PRODUCT RANGE 2. QUALITY OF PRODUCT 3. PROFIT

3. RECHARGE PROCEDURE: 1. RECHARGE KEY 2. BALANCE MAINTENANCE 3. MESSAGE FORMAT 4. CUSTOMER TO CUSTOMER RECHARGE 5. OTHER COMPANY BALANCE

This study of survey indicates that a common meaning of customer meaning of customer satisfaction can be established by creating fundamental measures of customer satisfaction. For developing such measures derived from the importance and extensive use of customer satisfaction data by company with the challenge of choosing among the instruments.

RESULTS FROM THE QUESTIONNAIRE: Customer questionnaire led to a plan-do-deck adapt behavior, as each focus group looked into the results, made suggestions to the company authority, who agreed to supply some improvement and those betterments were then adapted according to the results of the new annual questionnaire.

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CHAPTER 4 DATA ANALYSIS & INTERPRETATION

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Type of customer Sr no. 1. 2. Total Option Individual Business No. of respondents 78 12 100 Percentage 78% 12% 100%

types of customers
Individual business

13%

87%

Interpretation: It is observe that 87% customers are individual and 13% customers are business related.

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1. What are the methods to recharge utility service by you?

Sr no. 1. 2. 3. Total

Option Internet banking

recharge coupon

No. of respondents 29 55 16 100

Percentage 29% 55% 16% 100%

If any

if any 16%

internet banking 29%

recharge coupon 55%

Interpretation: It is observed that 29% people using this facility for internet banking, and 55% people use this facility for recharge coupon.

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3. What are the application of recharge you are aware of?

Sr no. 1. 2. 3. 4. total

Option Paytm
Airtel money

No. of respondents 39 26 18 17 100

Percentage 39% 26% 18% 17% 100%

Sbi money If any

if any 17%

Paytm 39%

SBI money 18%

airtel moner 26%

Interpretation: It is observed that 39% people using paytm, 26% people using Airtel money, 18% people using sbi money.

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4. How did you know about this application Sr no. 1. 2. 3. total Option Friends
family

No. of respondents 65 17 18 100

Percentage 65% 17% 18% 100%

advertisement

Sales
advertisements 18% family 17% friends 65%

Interpretation: It is observed that 65% people get information through friends, 18% people get information through advertisements, 17% people get information through family.

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5. Do you know about tech freedom software recharge?

Sr no. 1. 2. total

Option Yes No

No. of respondents 39 61 100

Percentage 39% 61% 100%

yes 39%

no 61%

Interpretation: It is observed that 61% people dont know about this product, and 39% people say yes.

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6. What utility services you have recharge from tech freedom software service?

Sr no. 1. 2. 3. total

Option DTH service broadband internet

No. of respondents 27 24 49 100

Percentage 27% 24% 49% 100%

Sales

DTH service 27% internet 49%

broadband 24%

Interpretation: It is observed that 49% people use this product for Internet recharge, 27% people use this product for DTH recharge, 24% people use this product for broadband.

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7. Read the following factors based on satisfaction with respect to recharge service? Sr no. 1. 2. 3. 4. Option Instant recharge
Network connection

No. of respondents 37 29 16 18

Percentage 37% 29% 16% 18%

Commission Customer care service

total

100

100%

Customer care service 18% Instant recharge 37% Commission 16%

Network connection 29%

Interpretation: It is observed that 37% people are satisfied with instant recharge service, 29 % people are satisfied with Network connection, 16% people are satisfied with commission, and 18% people are satisfied with customer care service.

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8. Table showing level of satisfaction regarding customer care.

SATISFACTION LEVEL EXCELLENT GOOD AVERAGE POOR TOTAL

NO. OF CUSTOMERS 20 28 33 19 100

PERCENTAGE 20% 28% 33% 19% 100%

19%

20%

excellent good average poor 33% 28%

Interpretation: It is observed that, 20% customer says Excellent, 28% customer says Good, 33% customer says Average and 19% customer says poor about customer care.

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9. Table showing level of satisfaction of customer in multi recharge.

SATISFACTION LEVEL EXCELLENT GOOD AVERAGE POOR TOTAL

NO. OF CUSTOMERS 28 33 20 19 100

PERCENTAGE 28% 33% 20% 19% 100%

19% 28% excellent good 20% average poor

33%

Interpretation: It is observed that, 28% customer says excellent, 33 % customer says Good, 20% customer says Average and 19% customer says poor about the multi recharge.

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10. Do you think that Ntel application are much secure for use that the other recharge application?

Sr no. 1. 2. Total

Option Yes No

No. of respondents 70 30 100

Percentage 70% 30% 100%

30%

yes 70% no

Interpretation: 70% people said this pack is secured than others and 30% people said no.

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CHAPTER 5 FINDINGS &OBSERVATIONS

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OBSERVATIONS & FINDINGS 1. It is observed that 75% of customer is completely satisfied about services. 2. All the customers are benefited through this Multirecharge facility. 3. Major customer has used this service in recharge sector. 4. The network compared to other companies is better in ntel. 5. Majority of the customer are comfort to use this service. 6. Majority of customer has major recharge sales with this service. 7. The plans of this service are very effective. 8. The message format of recharge is very easy. 9. Recharge done through this service is fast. 10. Other products of Intel are very useful.

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SUGGESTIONS: 1. Balance should be provided on right time to customer. 2. Customer care helpline should be increased. 3. Upcoming of the company should be done fast. 4. Wrong recharge facilities should be available. 5. Bills of recharge should be provided.

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CHAPTER 7 APPENDIX

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Questionnaire:
Survey on N- Tel Marketing and Services Pvt.Ltd.Pune A. Personal Information:

1. Name : 2. Shop name: 3. Retailer: 4. Age: 5. Dealer name: 6. Location: 7. Area: 1.) Rural 2.) Urban 8. Mode of payment 9. Simultaneously appearing for other business: YES/NO 10. If YES mention the name and duration of the above side business:

1) Type of customer Individual Business

2) What are the methods to recharge utility service by you? Internet Banking recharge coupon If any

3) What are the application of recharge you are aware of Pay tm Airtel Money Sbi Money If Any

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4) How did you know about this application Friends Family Advertisements

5) Do you know about tech freedom software recharge Yes No

6) What utility services you have recharge from tech freedom software service Dth Recharge Mobile Broadband Internet

7) Read the following factors based on satisfaction with respect to recharge service Instant recharge Network connection Commission Customer care service 8) Rate the customer satisfaction in multirecharge? Excellent Good Average Poor 9) Rate the customer satisfaction regarding customer care? Excellent Good Average Poor

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10) Do you think that ntel applications are much secure for use than any other recharge application? Yes No

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CHAPTER 8 BIBLIOGRAPHY

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Bibliography: 1) www.google.com 2 )www.wikipedia.com 3) www.ntelrecharge.com

Books: 1 ) Organizational Behavior 2) Human Resource Management 3) TECH Magazine 4) TECH Brochure

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