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CHAPTER 1 1.1 INTRODUCTION 1.1.1 INTRODUCTION ABOUT MARKETING Marketing in simple terms can be said to be A human activity directed at satisfied needs and wants through an exchange process. Marketing as a functional area of management is becoming extremely important as compared to other fields. All decisions in modern business organization revolve around information related with marketing decision making situations, which are characterized by Distribution Strategy, Channel members and Product decisions. The Product Decisions, customers assess a products value by looking at many factors including those that surround the product. 1.1.2 MARKET: The set of all actual and potential buyers of a product or service. 1.1.3 MARKETING: A social and managerial process whereby individuals and groups obtain what they need and want through creating and exchanging products and value with others. 1.1.4 MARKETING MANAGEMENT: The art and science of choosing target markets and building profitable relationships with them. 1.1.5 CUSTOMER SATISFACTION: The extent to which a products performance matches a buyers expectations. 1.1.6 MARKETING MIX: The set of controllable tactical marketing tools product, price, place, and promotion that the firm blends to produce the response it wants in the target market. 1.1.7 DEVELOPING THE MARKETING MIX: Once the companies have decided on its overall competitive marketing strategy, it is ready to begin planning the details of the marketing mix, one of the major concepts in modern marketing. The marketing mix is the set of controllable, tactical marketing tools that the firm blends to produce the response it wants in the target market.

1.1.8 GUIDE TO CREATING AN EFFECTIVE MARKETING PLAN: Programs for highway professionals, and publicity aimed at raising awareness among both the highway community and the driving public. One tool that has proven helpful is an effort focused on how to deploy specific innovations faster. For this effort, three innovations with national significance were selected as pilots and designated vanguard technologies because of the innovative ground breaking approach they were to take. For each of the technologies, a dedicated deployment team was established, using individuals from throughout the Federal Highway Administration as partners. The teams first task was to develop a marketing plan, complete with their first years strategies and budget. The approach to developing a marketing plan came from that effort. 1.1.9 WHAT DOES MARKETING REALLY MEAN? Most people think that marketing is only about the advertising and/or personal selling of goods and services. Advertising and personal selling, however, are just two of many activities that fall under marketing The new definition of marketing, as released by the American Marketing Association, is: Marketing is an organizational function and a set of processes for creating, communicating and delivering value to customers and for managing customer relationships in ways that benefit the organization and its stakeholders. In general, marketing is identifying the particular wants and needs of a target audience, and then going about satisfying their needs. More simply: marketing is finding a need and filling it. This involves identifying and doing market research on your target audience(s), analyzing their needs, and then determining strategies and allocating resources to mesh your innovation with solving their problem. 1.1.10 THE KEY TO AN EFFECTIVE PLAN The key to developing an effective marketing plan is to center it on one premise: How your technology or innovation will benefit your target audiences--from their perspective. The plan will then naturally focus on strategies that not only increase awareness, but also most importantly encourage and persuade your audiences to embrace your innovation. Naturally, you must have a

good understanding of the innovation. More important, however, is that you have an understanding of the target audience.

1.1.11 PRELIMINARY TASKS The following tasks will lead you through the meat of plan development. They will help you think through important aspects of your plan, then provide you with the critical elements that will comprise your living document..

1.1.12 BUILDING YOUR TEAM Initially, either you or another highly respected, motivated individual needs to be identified as the team leader. Next, bring people from different highly specialized areas together to address a shared goal, which will build a powerful foundation for successful marketing of your innovation. Key stakeholders and champions should be identified to drive the creation and ongoing development of an effective marketing plan. A team should include not only leaders in the organizational area in which the technology falls, but also those individuals who will be asked to deliver the technology. The classic example is the one in which a case of brochures promoting a particular technology mysteriously shows up at a field office with no prior indication of what they are or how they are to be used. More appropriate would be to have included the field specialists in the team, or at least in progress updates on developing the marketing plan as it goes along. Expertise in market research, marketing plan development, and marketing communications tools is also required on the team.

1.1.13 DEVELOPING THE PRELIMINARY MARKETING PLAN Over the next several weeks, it will be the task of the team leader and the marketing specialist to come up with a preliminary marketing plan. Much of this effort will involve market research to determine details about the various attributes of the target audience, needs for training or workshops, potential requirements for the team in terms of delivering the technology, and so forth. This preliminary plan should not be merely an overview, but a full blown plan, complete with goals, description of the technology, target audience, proposed communications/promotional tools and their costs, and activities which need to be done by team members to assure faster deployment.

1.1.14 IDENTIFY AND DEFINE TARGET AUDIENCES Determine target audiences for your innovation and describe them. Identify who are the Beneficiaries and users of the innovation and who are the authorized decision-makers whom you have to convince to adopt the innovation. Next, develop a table that illustrates market demographics. Useful table headers may include: Audience. Characteristics (education level, occupation). Obstacles/issues. Opportunities/needs. Targeted message. 1.1.15 BACKGROUND DEVELOPMENT Target markets, including vendors, media and strategic partners, will want background information that provides details of your industry/segment and the history or path that led to the technology or innovation. This helps tell your story, as well as equipping key audiences and opinion leaders with information that helps them understand the full picture and arms them to persuade others. Also, consider using charts, diagrams, and flow charts, which are appealing to people who learn visually.

1.1.16 BRAINSTORM MARKETING STRATEGY Your marketing strategy should focus on where we are now, where we want to be, and how were going to get there. Under the umbrella of the marketing strategy, your plan will outline the tactics (or activities) that detail specifically how you will get there

1.1.17 BRAINSTORM MARKETING GOALS Brainstorm and draft quantifiable, measurable marketing goals. For instance, your goals might be to gain at least five strategic partners/champions to help diffuse your innovation during the first six months to have successful implementation of your innovation/technology by X number of target organizations. Your goals might include X face-to-face visits with target audience members by a certain date, a certain number of exposures in trade publications, or a certain number of presentations at workshops, showcases or conferences.

1.2 REVIEW OF LITERATURE Hack man (1983) defines team as a social system that consists of at least two members who share responsibility for a team product or service, recognize themselves as a group and are recognized as such by others as well. Lutherans (1995) refers Katzenback and Smith (1993) to differentiate between teams and traditional work groups by pointing out that teams go beyond traditional formal work groups by creating a collective output as well as synergistic effects. Teams can be formed for any purpose and may be categorized as advice teams, production teams, project teams, action teams crossfunctional teams, self managed teams (Lutherans 1995) and/or virtual teams . Ancon a and Chong (1999) have found that teams enhance the ability to survive, improve and adapt to the changing circumstances. Chang and Lee have revealed that an organization learns through acquiring, retaining and transferring knowledge. Chang and Lee (2001) have also cited the findings of Kilgore (2001) on collective learning by asserting that certain learning behaviors originated from collective system and social interaction lead to the emergence of collective learning products such as shared ideas, beliefs, mental models, knowledge and action and help individuals to engage in integration process. As such, team learning can be regarded as a social phenomenon. Christopher et al. (2003) found that the use of teams provides the merits of empowering people to utilize their abilities effectively which allows the managers to focus their attention on strategic priorities instead of just supervising the subordinates which eventually not only improves their efficiency (Entrekin and Court 2001) but also brings knowledge, skills and experience to the workplace (Avery 2000). These intellectual assets help in operating the organization effectively and efficiently (Brooks 1994) through creating synergies (Jassawalla and Sashittal 1999). The enhancement of team learning accumulated through the deployment of crossfunctional teams helps in gaining greater competitive advantage (Banker, Field, Schroeder and Sinha 1996), enhancing continuous improvements of quality, innovation, customer satisfaction (Boyett and Conn 1991) as well as the employee satisfaction; reducing cost and improving adaptability to the technological change Analyzing the aspects of individual and team learning has considerable potential to enhance understanding of the organizational learning (Hayes and

Allinson 1998; Lundberg 1995). It has been profoundly recognized that organizations can learn better if teams in the organizations learn collectively through experience and knowledge sharing among individuals (Bain 1998; Bernnett, Kremer and OBrien 1994; Berg 1993; (Brown and Duguid 1998). Loewen and Loo ( 2004) in the context of importance of team learning quote words of Senge, Roberts, Ross, Smith and Kleiner (1994: p.354) as history has brought us to a moment where teams are recognized as a critical component of every enterprise - the predominant unit for decision making and getting things done. Team learning is the essence of organizational learning and change (Senge 1992). VanderVegt and Bunderson (2005) to reflect a positive association of team performance with the team learning behaviors such as asking questions, challenging assumptions, evaluating alternatives, seeking feedback, experimenting, reflecting on results, detecting, discussing and correcting errors, and reflective communication. Although considerable research has been done on the learning in organizations yet relatively little is known about team learning (Edmondson 1999). Moreover, Edmondson (1999) has revealed that the empirical work on team learning is limited and/or attitudinal outcomes which may be used in order to investigate teams effectiveness in organizations (Argote and McGrath 1993, Barrick, Bradley, Kristof-Brown and Colbert 2007; Goodman, Ravlin and Schminke 1987; Stewart 2006). A.C. Nielsen (2006) estimates that U.S. retailers spent 26.7 billion dollars on promotions in 2006. Given such wide use and the magnitude of the dollars spent, managers and academicians have a great interest in understanding how consumers react to retail price promotions and how it affects retailer profitability. In designing promotions and allocating the limited resources across various promotion types, retailers also have to know which performance measure is being affected most and by which type of promotion. In this dissertation, we investigate the role of retailer promotion in the market place from both consumers and retailers perspectives. The first part focuses on identifying the drivers of and gains from different patterns of cherry picking behavior of individual consumers. The rest of the dissertation analyzes the relative effects of various types of promotional pricing strategies (e.g. loss leader, feature) on the different dimensions (traffic, sales, profit) of performance measures at aggregate (store) and disaggregate levels (category). Weekly price promotions are a pervasive feature of grocery retailing. A.T.

Kearney (2006) estimates that retailers spend from 5 to 10% of their gross revenues in a category on promotions. Stewart (2007) study the effects of various kinds of promotional pricing strategies offered by the store on its performance (traffic, sales and profit) at aggregate (store) level and whether such effects translates to disaggregate levels (category). Based on this research, among the few key things, we will be able to study the: (1) Overall impact of loss leader pricing strategy and feature pricing strategy on store performance; (2) Estimate the cross-category relationship between promotional pricing and performance. The scope of our analysis is unique both in terms of the types of promotions and the breadth of categories covered. Mathieu, Rapp and Gilson (2008) regard team as collectives who exist to perform organizationally relevant tasks, share one or more common goals, interact socially, exhibit task interdependencies, maintain and manage boundaries, and are embedded in an organizational context that sets boundaries, constrains the team, and influences exchanges with other units in the broader entity. Amresh Kumar (University at Buffalo) (2009) The general feeling in the industry has been that grocery supermarkets have been quite successful in stimulating loyalty card usage by their customers, but not much in leveraging the true benefits of loyalty card programs in using the transactional level and consumer information data from such programs to develop value-added insights for strategic decision making. Therein lies the motivation of this dissertation research. The goal of this research is to demonstrate how the typical data generated from retailers loyalty card program can be used to gain powerful insights that are relevant not only in the context of marketing dashboard applications for retailers but also in terms of better understanding of retail market dynamics in academic research. Specifically, the research is organized into two essays focusing on the use of such data in the context of two distinct strategic areas for retailers: (1) price promotions; and (2) product assortment.

1.3 INTRODUCTION TO THE STUDY 1.3.1 OBJECTIVES OF THE STUDY Primary objectives: To study on the Effectiveness of marketing team in Nest Builders, Chennai Secondary objectives: To find the effectiveness of communication of marketing team with the customers. To assess customer expectation and perception level of service quality. To examine the factors influencing the customers about the services of Nest Builders To measure the level of satisfaction derived by the customers To know factors to improve quality of the Nest Builders.

1.3.2 NEED FOR STUDY Customer satisfaction level is the factor which has got its own importance in the industrial marketing. A better satisfaction level to the customer means it is a good image of the company. So many organizations are providing good services and quality to the customers. And company image is one of the most important for growth so the companies should have for provides better service, quality, quantity, price, to the customers until they satisfy with product. So this study helps to find out the attributes and satisfaction level of the customers which helped company to provide better service to customers.

1 .3.3 SCOPE OF THE STUDY This Scope of Work includes the detailed scope of services that Builders will perform for Client. Builders will provide services related to Clients strategic marketing communications needs in the areas of brand planning as it pertains to communications, media planning and buying,

creative, and research. Manage overall relationship with Client, as well as its media and interactive builders of record. Provide strategic brand insight and direction that pertain to marketing communications at the corporate and product level. Act as primary contact for Clients team, channeling questions and requests.

1.3.4 LIMITATIONS OF THE STUDY Every attempt will be obtain the error free and meaningful result but as nothing in this is100% perfect I believe that there wills still the chance for error on account of following: 1. Time pressure and fatigue on the part of respondents and Interviewer. 2. Courtesy bias.

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CHAPTER 2 INDUSTRIAL & COMPANY PROFILE 2.1 INDUSTRIAL PROFILE The size of the Construction industry is around Rs. 2.1 trillion 1 in 2008. The Construction sector in India is the second largest economic activity after agriculture and provides employment to about 33 million people. India's Construction industry has grown at a Compounded Annual Growth Rate (CAGR) of about 11.1% over the last eight years on the back of massive infrastructure investment and rapid rise in housing demand. Foreign Direct Investment (FDI) inflow into the sector during 2007-08 is estimated to be around Rs. 240 billion. Spending on infrastructure sectors such as ports, power plants and roads is projected at more than Rs. 2.5 trillion annually for the next six years, and will require 92 million man years of labour2. Construction investment accounts for around 52.4% of the Gross Fixed Capital Formation in India. Investments in Construction have a positive domino effect on supplier industries, thereby contributing immensely to economic development. The Construction sector has strong linkages with various industries such as cement, steel, chemicals, paints, tiles, fixtures and fittings. While in the short term it serves as a demand booster, in the long term it contributes towards boosting the infrastructure capacity. Real Estate Sector In terms of GDP contribution, Real Estate sector is estimated at around Rs. 504 billion in 2007-08. The market size of the Indian real estate sector is estimated to be around Rs. 2,643 billion in 2007-08. The sector has been growing at a CAGR of 12%. It is constituted of the Residential, Commercial and real estate activities of Special Economic Zones. Residential At around Rs. 2,171 billion, the housing sector is estimated to grow at 12% in the long term. Demand for housing is estimated to be around 4.8 million houses per year over the Eleventh Five Year Plan period. In addition to the need for new housing tenements, the demand is also likely to be fuelled by the housing shortages already prevalent in several states. The shortage of

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housing across several states amounts to about 25 million houses in the period of the Eleventh Five Year Plan. Demand drivers for Residential Sector Favorable demographics - The demographics work strongly in favour of the Indian Construction industry. India is the second highest populated country in the world after China. India's estimated population as of March 2008 is 1.14 billion, while the average age of Indians is 26 years. The demographic profile indicates that India's working population forms around 61% of the total population. India is and will remain one of the youngest countries in the world for some time. The strong economic growth led to sharp income generation, which led to rise in middle class segment. India currently has around 260 million persons in the middle class segment. This segment's rising purchasing power and propensity to consume is expected to drive and support a robust growth rate of the economy in the coming years. The middle class along with robust macro-economic scenario and changing demographic profiles has a major role to play in the growth and emergence of the Construction industry in India. Commercial/Retail Construction The rapid growth of the Indian economy has had a significant impact on the demand for commercial property to meet the needs of business, by way of offices, warehouses, hotels and retail shopping centres. Growth in commercial office space requirement is led by the burgeoning outsourcing and information technology (IT) industry and organised retail. For example, IT and ITES alone is estimated to require 150 million square feet across urban India by 2010. Similarly, the organised retail industry is likely to require an additional 220 million square feet by 2010. Special Economic Zones Over the next five years, growth in investments in Indian Industry will be driven by strong capacity additions, led by strong growth in demand and high existing operating rates. Special Economic Zones (SEZs) will be at the forefront of this growth. About 315 SEZs which have been notified as of now, of which about 202 belong to the IT/ITES Sector.

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Infrastructure With the government's focus on infrastructure development along with the active participation of the private sector, this segment is growing rapidly. The Power, Irrigation, Transportation including Roadways, Railways, Airports and Ports, Urban Development and Communications sectors have witnessed investments of Rs. 6.9 trillion over the Tenth Five Year Plan (10th FYP) and will witness around Rs. 14.8 trillion in the Eleventh Five Year Plan (11th FYP). India's infrastructure is set to improve rapidly with an estimated CAGR of 15%. Public spending would continue to dominate this sector. The Government of India projects that for the economy to grow at 9% per annum over the Eleventh Plan period the Gross Capital Formation in the infrastructure should increase from 5% of GDP at the start of the Tenth Plan to around 9% at the end of the Eleventh Plan. The central government would contribute 37%, the state governments 32% and the private sector would contribute 31% of the total investments in infrastructure for the next five years. Urban Infrastructure Indias total urban population is around 285 million, which is 30% of Indias population. There has been significant growth of the urban population over the past decade and the trend is expected to continue. This warrants an urgent up-scaling and up-gradation of urban infrastructure. This sector is expected to be the second-largest contributor to infrastructure investments after roads. Urban Infrastructure covers basic civil services such as water supply, sewerage, solid waste management and urban transportation. Water supply and sanitation projects alone offer scope for Human Resource and Skill Requirements in Building, Construction Industry and Real Estate Services annual investment of Rs. 294 billion. Urban infrastructure investments will get a boost from the Jawaharlal Nehru Urban Renewal Programme. The programme was started in 2005-06 to enable sustainable urban infrastructure development of 63 mission cities. Under this scheme, the programme receives Rs. 500 billion as central assistance and Rs. 500 billion from state governments and urban local bodies. Rs. 3.3 trillion was allotted under the City Development Plans scheme. Some other notable schemes for urban development include the Rs. 28 billion submission on infrastructure development scheme and the Rs. 11.7 billion additional central scheme. Currently, 100% foreign direct investment (FDI) under the automatic route is allowed in townships, housing, built-up infrastructure and construction-development projects. Urban

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transport development is currently supported by the National Urban Transportation Policy (NUTP).

Utilities (Power and Irrigation) India has a power generation capacity of 122 GW. The sector has been growing at a Compound Annual Growth Rate of 4.6% over the last four years. India has the fifth largest electricity generation capacity in the world. The Ministry of Power has formulated a blueprint to provide reliable, affordable and quality power to all users by 2012. This calls for an investment of Rs. 3.7 trillion in the next five years. The gross electricity requirement by the end of the Eleventh Plan projected by the Planning Commission Working Group on Power is 1,038 Billion Unit (BU) and peak demand estimation is 1,51,000 MW. To fulfill the estimated electricity demand requirement, the Working Group recommended the capacity addition programme initially of 78,530 MW and updated at 78,577 MW during the Eleventh Plan. Market Structure of Construction Industry The Construction industry is highly fragmented, as the entry barriers are low due to less fixed capital requirements. Reportedly, in 2004, over 3 million construction entities (including housing contractors) existed, of which only around 28,000 were registered. However, there is more fragmentation in the housing segment than the

industrial/infrastructure segment, as the unorganized sector accounts for 75% of the same. Furthermore, the industrial/infrastructure sector requires far more technical expertise. Around 96% of construction companies are classified as small and medium enterprises.

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2.2 Company profile History Nest Builders As a first generation, family owned and operated business, the foundation for The Nest Builders and Promoters success has been a process that facilitates the quick delivery of the finished product. Our company is located at the cities of Chennai, Hyderabad and Bangalore. We are an experienced and dynamic construction firm consisted by a team of professionals. We provide the skills and equipment to plan and deliver all type of buildings, regardless of size and complexity, on time and within budget, making your dream home a reality. The Nest Builders and Promoters have been building high-quality modular homes since 2000, with a focus on residential housing. We constantly reassess our procedures and processes to continuously improve the quality, cost and hassle free delivery of our homes. We continue a tradition of excellence that has been a hallmark of the company since 2000. In each and every case, The Nest Builders and Promoters hands-on management style has ensured the highest level of customer service and satisfaction. Building a custom home can be one of the most rewarding achievements you will ever have. We pride ourselves on getting you threw this process effortlessly. It doesn't take long to see what makes The Nest different. Our passion shows in the design of our properties, the attention we give our customers, and the integrity of every deal. That's how we have become one of the successful firms. Excel in Quality The building process starts and ends with quality materials and processes. Because we build in numerous states, all of our raw materials must pass rigorous national quality standards. Excel in Efficiency and commitment Client satisfaction is Nest's ultimate priority. We enjoy working directly with the client from inception to completion. We are on the job continuously to insure the attention to detail that you deserve. We understand your time is valuable so we are available to meet any day of the week. We work hard to keep excellent relationships with our clients both during and after the construction of their home. Our most effective advertisement is a glowing referral from a satisfied client.

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Company logo

Vision: Recision master builders will continue to construct high quality projects with even greater levels of communication and planning and sub contractors will shine through as the key to our success. Mission: Recision master builders is recognized as a leading renovation builder in Melbourne who always strive to build the highest quality homes with the best available assets to our business. And we especially realize their teamwork is essential in the delivery of the overall project. Mile stone: Nest builders completed 96 projects up to 2013. At 2005-2007 our Swank project with 42 flats successfully launched at Sholinganallur. At 2007-2009 our Aurora project with 25 flats successfully launched at Manapakkam. At 2009-2012 our Beaut project with 29 flats successfully launched at Thoraipakkam.

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2.3 Organizational structure

CHAIRMAN

MARKETING

LEGAL

DESIGN

ADMIN

FINANCE

PURCHASE

PROJECT

MARKETING MANAGER

LEGAL CONSULTANT

DESIGNOR

ADMIN MANAGER

FINANCE MANAGER

PURCHASE MANAGER

PROJECT DEVELOPMENT OFFICER

MARKETING ASST.MANAGER

LEGAL ADVISOR

EXECUTIVE

ADMIN ASST.MANAGER

FINANCE ASST.MANAGER

PURCHASE EXECUTIVES

QUANTITY SURVEYOR

MARKETING EXECUTIVE

LEGAL EXECUTIVE

ADMIN EXECUTIVES

FINANCE INCHARGE

SITE ENGINEERS

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CHAPTER 3 RESEARCH METHODOLOGY The American marketing association defines Research as, The Systematic gathering, recording and analyzing of data about problems relating to the marketing of goods and services In the process of conducting such a study researcher has followed the following methodology to collect the necessary data and to draw useful inference. 3.1 RESEARCH DESIGN: A Research Design is the arrangement of conditions for collection and analysis data in a manner that aims to combine relevance to the researcher purpose with economy in procedure. Research design provides the glue that holds the research project together. A design is used to structure the research, to show how all of the major parts of the research project, the samples or groups, measures, treatments or programs, and methods of assignment work together to try to address the central research questions. The research design undertaken for the study is Descriptive Research Design. A study, which wants to portray the characteristics of a group or individuals or situation, is known as Descriptive study. It is mostly qualitative in nature. The main objective of Descriptive study is to acquire knowledge. 3.2 DATA COLLECTION METHODS: The methods adopted for data collection are, Primary data Secondary data

PRIMARY DATA: The Primary data are the first hand information, which are obtained by a study specially designed to fulfill the data needs of the problem at hand. Proper care was taken to frame the

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questionnaire in such a manner that it should be easily understood in view of educational level of the respondents. Questionnaire method was adopted for the collection of primary data. The questionnaire contains the following type of questions Closed ended questions Open ended questions Multiple choice questions

SECONDARY DATA: Secondary data was collected from various published Books, Journals, Periodicals and Company Records. 3.3 SAMPLE SIZE AND SAMPLING METHOD: SAMPLING TECHNIQUE: It involves the process of selecting a portion of the population. There are two basic sampling techniques, probability sampling and non- probability sampling. A probability sample is defined as the sample in which every number of the population has a known non zero probability of selection. If the sample units are selected on the basis of personal judgments, the sample method is non- probability sample. Some sampling decisions is not a simple choice between two methods. Simple random samples, stratified samples, quota samples, cluster samples and judgment samples are some of the many types of samples may be drawn.

Convenience sampling technique was adopted here. Convenience Sampling: Convenient sample is obtained by selecting convenient population units. The method of convenience sampling is also called as the chunk. Chunk refers to the fraction of the population being investigated which is selected neither by probability nor by judgment but by convenience. Convenience sampling are prone to bias by their very nature- selecting population elements which

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are convenient to choose almost always make them special or different from the best of the elements in the population in some way. SAMPLE SIZE: Sample size of 50 respondents (customers) 3.4 STATISTICAL TOOLS TOOLS USED FOR ANALYSIS: Simple statistical tools like tabulation, percentage analysis. TABULATION OF DATA: From the survey the collected data for each question get tabulated according to the response of the respondent. Percentage Analysis: The percentage analysis method can be used to find how many percentages of respondents gave a particular choice of answer for a particular option. Formula:

Percentage Analysis =

No. of. Respondents favorable 100 Total No. of Respondent

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CHAPTER 4 ANALYSIS AND INTERPRETATION TABLE 4.1AGE GROUP OF THE RESPONTENTS Particulars 25-35 36-45 46-55 Above 56 Frequency 5 11 14 20 Percent 10.0 22.0 28.0 40.0

Total INTERPRETATION:

50

100.0

From the above table I infer that 10% of the respondents are in the age group of 2535years. 22% of the respondents are in the age group of 36 - 45 years. 28% of the respondents are in the age group of 46 - 55 years and, 40% of the respondents are in the age group of Above 56 years. Hence, it can be analyzed that majority of the respondents are belonging to the age group of above 56 years. CHART: 4.1 AGE GROUP OF THE RESPONTENTS
Age group of the respondent

40

30 Percent

20

10

0 25-35 36-45 46-55 Above 56

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TABLE 4.2: QUALIFICATIONS OF THE RESPONTENTS Particulars Literate Illiterate Total Frequency 38 12 50 Percent 76.0 24.0 100.0

INTERPRETATION:

From the above table I infer that, 76% of the respondents are having educational qualification. 24% of the respondents are not having educational qualification. Hence, it can be analyzed that more than 3/4 of the respondents are having educational qualification. CHART: 4.2 QUALIFICATIONS OF THE RESPONTENTS

Qualification

80

60

Percent

40

20

0 literate illiterate

Qualification

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TABLE 4.3: SIZE OF THE FAMILY Particulars 1to3 3to5 5to7 Above 7 Total Frequency 20 15 10 5 50 Percent 40.0 30.0 20.0 10.0 100.0

INTERPRETATION: From the above table I infer that, 40% of the respondents family size is 1 to 3, 30% of the respondents family size is 3 to 5, 20% of the respondents family size is 5 to 7 and 10% of the respondents family size is above 7 Hence, major section of respondents falls into the category of having 1to3 family members. CHART: 4.3 SIZE OF THE FAMILY

Size of the Family

40

30

Percent

20

10

0 1to3 3to5 5to7 Above 7

Size of the Family

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TABLE: 4.4 COMMUNICATION SKILLS: Particulars Outstanding very good Good Total Frequency 25 15 10 50 Percent 50.0 30.0 20.0 100.0

INTERPRETATION: From the above table I infer that 50% of the respondents feel communication skill of marketing team is outstanding. 30% of the respondents feel communication skill of marketing team is very good and 20% of the respondents feel communication skill of marketing team is good. Hence, it can be analyzed that half of the respondents feel communication skill of marketing team is outstanding. CHART: 4.4 COMMUNICATION SKILLS:

communication skill

50

40

30

Percent
20 10 0 outstanding very good good

communication skill

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TABLE: 4.5 FACTORS INFLUENCED TO BUY Particulars Price Quality Service company image Total Frequency 14 18 11 7 50 Percent 28.0 36.0 22.0 14.0 100.0

INTERPRETATION:

From the above table I infer that 28% of the respondents are influenced by price. 36% of the respondents are influenced by quality. 22% of the respondents are influenced by service and 14% of the respondents are influenced by company image. Hence, it can be analyzed that 36% of the respondents are influenced by quality in taking buying decisions CHART: 4.5 FACTORS INFLUENCED TO BUY

Factors influenced to buy

40

30

Percent

20

10

0 price quality service company image

Factors influenced to buy

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TABLE: 4.6 ANALYSIS OF RESPONTENTS HAVING FLAT ONLY IN NEST BUILDERS

Particulars Yes No Total

Frequency 42 8 50

Percent 84.0 16.0 100.0

INTERPRETATION: From the above table I infer that, 84% of the respondents bought flat only in nest builders. 16% of the respondents bought flat other than nest builders due to their convenience. Hence, it can be analyzed that 84% the respondents bought flat only in nest builders. CHART: 4.6 ANALYSIS OF RESPONTENTS HAVING FLAT ONLY IN NEST BUILDERS

Having flat only in Nest Builders

100

80

60

Percent
40 20 0 Yes No

Having flat only in Nest Builders

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TABLE: 4.7WAY TO KNOW ABOUT THE NEST BUILDERS Particulars Flex boards F.M Advertisement Online activity Friends Reference Total Frequency 16 14 8 12 50 Percent 32.0 28.0 16.0 24.0 100.0

INTERPRETATION: From the above table I infer that 32% of the respondents have come to know about nest builders through flex boards. 28% of the respondents come to know about nest builders through F.M advertisement. 16% of the respondents come to know about nest builders through online activity and 24% of the respondents come to know about nest builders through their friends. Hence, it can be analyzed that 32% of the respondents come to know about nest builders through flex boards. CHART: 4.7WAY TO KNOW ABOUT THE NEST BUILDERS

Way to know about the Nest Builders

40

30

Percent

20

10

0 Flex boards F.M Adverdisment Online activity Friends refernce

Way to know about the Nest Builders

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TABLE: 4.8 ATTRIBUTES BASED ON SATISFACTION LEVEL Particulars Quality Price Service Availability Total Frequency 17 10 16 7 50 Percent 34.0 20.0 32.0 14.0 100.0

INTERPRETATION: From the above table I infer that 34% of the respondents are very highly satisfied with quality. 20% of the respondents are highly satisfied with price. 32% of the respondents are very highly satisfied with service. 14% of the respondents are averagely satisfied with availability. Hence, it can be analyzed that 34% of the respondents are very highly satisfied with quality of service. CHART: 4.8 ATTRIBUTES BASED ON SATISFACTION LEVEL

Attributes based on satisfaction level

40

30

Percent

20

10

0 Quality Price Service Availability

Attributes based on satisfaction level

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TABLE: 4.9 SATISFACTION LEVEL OF CUSTOMERS IN NEST BUILDERS Particulars Yes No Total Frequency 45 5 50 Percent 90.0 10.0 100.0

INTERPRETATION: From the above table I infer that 90% of the respondents are satisfied with flat in nest builders. 10% of the respondents are not satisfied with flat in nest builders. Hence, it can be analyzed that 90% of the respondents are satisfied with flat in nest builders. CHART: 4.9 SATISFACTION LEVEL OF CUSTOMERS IN NEST BUILDERS

Satisfaction with flat in Nest Builders

100

80

60

Percent
40 20 0 Yes No

Satisfaction with flat in Nest Builders

29

TABLE: 4.10 SATISFACTION BROUGHT FROM NEST BUILDERS? Particulars very highly satisfied highly satisfied Satisfied Total Frequency 35 10 5 50 Percent 70.0 20.0 10.0 100.0

INTERPRETATION: From the above table I infer that 70% of the respondents are very highly satisfied with nest builders. 20% of the respondents are highly satisfied with nest builders and 10% of the respondents are satisfied with nest builders. Hence, it can be analyzed that 70% of the respondents are very highly satisfied with nest builders. CHART: 4.10 SATISFACTION BROUGHT FROM NEST BUILDERS?

Satisfaction brought from Nest Builders

60

Percent

40

20

0 very highly satisfied highly satisfied satisfied

Satisfaction brought from Nest Builders

30

TABLE: 4.11 DISSATISFACTION BROUGHT FROM NEST BUILDERS? Particulars Area Advertisement Others Total Frequency 13 25 12 50 Percent 26.0 50.0 24.0 100.0

INTERPRETATION: From the above table I infer that 26% of the respondents are dissatisfied with area of nest builders. 50% of the respondents are dissatisfied with advertisement of nest builders. 24% of the respondents are dissatisfied with other things of nest builders. Hence, it can be analyzed that 50% of the respondents are dissatisfied with advertisement of nest builders. CHART: 4.11 DISSATISFACTION BROUGHT FROM NEST BUILDERS?

Histogram

25

20

15

Frequency
10 5

Mean =1.98 Std. Dev. =0.714 N =50 0 0.5 1 1.5 2 2.5 3 3.5

Disatisfaction brought from Nest Builders

31

TABLE: 4.12 FLAT MADE PURCHASING EASIER AND CONVENIENT Particulars strongly agree Agree Neutral strongly disagree Disagree Total Frequency 18 12 10 4 6 50 Percent 36.0 24.0 20.0 8.0 12.0 100.0

INTERPRETATION: From the above table I infer that 36% of the respondents are strongly agree with easy purchasing and convenient. 24% of the respondents are agree with easy purchasing and convenient. 20% of the respondents are neutral with easy purchasing and convenient. 8% of the respondents are strongly disagree with easy purchasing and convenient and 12% of the respondents are disagree with easy purchasing and convenient. Hence, it can be analyzed that 36% of the respondents are strongly agree with easy purchasing and convenient. CHART: 4.12 FLAT MADE PURCHASING EASIER AND CONVENIENT
Flat made purchasing easier and convenient

40

30

Percent

20

10

0 strongly agree agree neutral strongly disagree disagree

Flat made purchasing easier and convenient

32

TABLE: 4.13 EFFORT OF MARKETING TEAM APPROACHING THE CUSTOMER IS GOOD Particulars strongly agree Agree Neutral strongly disagree Disagree Total Frequency 15 13 10 7 5 50 Percent 30.0 26.0 20.0 14.0 10.0 100.0

INTERPRETATION: From the above table I infer that 30% of the respondents are strongly agree with effort of marketing team in approaching the customer is good. 26% of the respondents are agree with effort of marketing team in approaching the customer is good. 20% of the respondents are neutral with effort of marketing team in approaching the customer is good. 14% of the respondents are strongly disagree with effort of marketing team in approaching the customer is good and 10% of the respondents are disagree with effort of marketing team in approaching the customer is good. Hence, it can be analyzed that 30% of the respondents are strongly agree with effort of marketing team in approaching the customer is good. CHART: 4.13 EFFORT OF MARKETINGTEAM APPROACHING THE CUSTOMER IS GOOD

Effort of marketing team approching the customer is good

30

20

Percent
10 0 strongly agree agree neutral strongly disagree disagree

Effort of marketing team approching the customer is good

33

TABLE: 4.14 E MAIL COMMUNICATION IS SUFFICIENT TO KEEP THE CUSTOMERS Particulars Agree Neutral Strongly disagree Disagree Frequency 16 8 3 5 Percent 32.0 16.0 6.0 10.0

Total

50

100.0

INTERPRETATION: From the above table I infer that 36% of the respondents are strongly agree with email communication is sufficient. 32% of the respondents are agree with email communication is sufficient. 16% of the respondents are neutral with email communication is sufficient. 6% of the respondents are strongly disagree with email communication is sufficient and 10% of the respondents are disagree with email communication is sufficient Hence, it can be analyzed that 36% of the respondents are strongly agree with email communication is sufficient. CHART: 4.14 E MAIL COMMUNICATION IS SUFFICIENT TO KEEP THE CUSTOMERS
Histogram

20

15

Frequency

10

Mean =2.22 Std. Dev. =1.282 N =50 0 0 1 2 3 4 5 6

E mail communication is sufficient to keep the customers

34

TABLE: 4.15 BASES FOR SELECTION OF FLAT Particulars Vasthu flat area building design Total Frequency 25 12 13 50 Percent 50.0 24.0 26.0 100.0

INTERPRETATION: From the above table I infer that 50% of the respondents are choosing flat by preferring vasthu. 24% of the respondents are choosing flat by preferring flat area and 26% of the respondents are choosing flat by preferring building design. Hence, it can be analyzed that 50% of the respondents are choosing flat by preferring vasthu. CHART: 4.15 BASES FOR SELECTION OF FLAT

Bases for selection of flat

50

40

30

Percent
20 10 0 vasthu flat area building design

Bases for selection of flat

35

TABLE: 4.16 FEELING ABOUT THE PRICE OFFER FROM NEST BUILDERS Particulars Costly Reasonable Cheap Total Frequency 16 20 14 50 Percent 32.0 40.0 28.0 100.0

INTERPRETATION: From the above table I infer that 32% of the respondents felt the price is costly. 40% of the respondents felt the price is reasonable and 28% of the respondents are felt the price is cheap. Hence, it can be analyzed that 40% of the respondents felt the price is reasonable. CHART: 4.16 FEELING ABOUT THE PRICE OFFER FROM NEST BUILDERS

Histogram

20

15

Frequency

10

Mean =1.96 Std. Dev. =0.781 N =50 0 0.5 1 1.5 2 2.5 3 3.5

Feelings about the price offer from Nest Builders

36

TABLE: 4.17 AREA OF FLAT BOUGHT FROM NEST BUILDERS Particulars Entire OMR Entire ECR Thiruvanmiyur Choolaimedu Total Frequency 40 6 2 2 50 Percent 80.0 12.0 4.0 4.0 100.0

INTERPRETATION: From the above table I infer that 80% of the respondents are having flat at Entire OMR. 12% of the respondents are having flat at Entire ECR. 4% of the respondents are having flat at Thiruvanmiyur and 4% of the respondents are having flat at Choolaimedu. Hence, it can be analyzed that 80% of the respondents are having flat at Entire OMR. CHART: 4.17 AREA OF FLAT BOUGHT FROM NEST BUILDERS

Area of flat bought from Nest Builders

80

60

Percent

40

20

0 Entire OMR Entire ECR Thiruvanmiyur Choolaimedu

Area of flat bought from Nest Builders

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TABLE: 4.18 FACTORS PERSUADED TO BUY FLAT

Particulars less price long life new model Total

Frequency 15 25 10 50

Percent 30.0 50.0 20.0 100.0

INTERPRETATION: From the above table I infer that 30% of the respondents are influenced by price of the flat. 50% of the respondents are influenced by life of the flat and 20% of the respondents are influenced by model of the flat. Hence, it can be analyzed that 50% of the respondents are influenced by life of the flat. CHART: 4.18 FACTORS PERSUADED TO BUY FLAT

Factors persuaded to buy flat

50

40

30

Percent
20 10 0 less price long life new model

Factors persuaded to buy flat

38

TABLE: 4.19 MEDIA OF ADVERTISEMENT ATTRACTED TO BUY? Particulars Online advertisement Flex boards Film advertisement Total Frequency 26 13 11 50 Percent 52.0 26.0 22.0 100.0

INTERPRETATION: From the above table I infer that 52% of the respondents are attracted by online advertisement. 26% of the respondents are attracted by flex boards and 22% of the respondents are attracted by film advertisement. Hence, it can be analyzed that 52% of the respondents are attracted by online advertisement. CHART: 4.19 MEDIA OF ADVERTISEMENT ATTRACTED TO BUY

Media of Advertisment attracted to buy

Online advertisment Flex boards Flim advertisment

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TABLE: 4.20 AWARE OF THE FACILITIES PROVIDED BY NEST BUILDERS Particulars Yes No Total Frequency 44 6 50 Percent 88.0 12.0 100.0

INTERPRETATION: From the above table I infer that 88% of the respondents are aware the facilities of nest builders and 12% of the respondents are not aware the facilities of nest builders. Hence, it can be analyzed that 88% of the respondents are aware the facilities of nest builders. CHART: 4.20 AWARE OF THE FACILITIES PROVIDED BY NEST BUILDERS

Aware of the facilities provided by Nest Builders


Yes No

40

TABLE: 4.21 SATISFACTION WITH THE CUSTOMER SERVICE Particulars highly satisfied Satisfied Dissatisfied Total Frequency 26 20 4 50 Percent 52.0 40.0 8.0 100.0

INTERPRETATION: From the above table I infer that 52% of the respondents are highly satisfied with customer service. 40% of the respondents are satisfied with customer service and 8% of the respondents are neutral with customer service. Hence, it can be analyzed that 52% of the respondents are highly satisfied with customer service. CHART: 4.21 SATISFACTION WITH THE CUSTOMER SERVICE

Satisfaction with the customer service

60

50

Percent 40

30

20

10

0 highly satisfied satisfied dissatisfied

Satisfaction with the customer service

41

TABLE: 4.22 DIFFICULTY TO CONTACT CUSTOMER CARE Particulars Yes No Total Frequency 10 40 50 Percent 20.0 80.0 100.0

INTERPRETATION: From the above table I infer that 20% of the respondents are met difficulty while contact customer care and 80% of the respondents are not met difficulty while contact customer care. Hence, it can be analyzed that 80% of the respondents are not met difficulty while contact customer care. CHART: 4.22 DIFFICULTY TO CONTACT CUSTOMER CARE

Difficulty to contact customer care

80

60

Percent
40

20

0 Yes No

Difficulty to contact customer care

42

TABLE: 4.23 WHEN THE CUSTOMER MEET DIIFICULTY? Particulars Morning Afternoon Evening Total Frequency 26 18 6 50 Percent 52.0 36.0 12.0 100.0

INTERPRETATION: From the above table I infer that 52% of the respondents are met difficulty at morning. 36% of the respondents are met difficulty at after noon and 12% of the respondents are met difficulty at evening. Hence, it can be analyzed that 52% of the respondents are met difficulty at morning. CHART: 4.23 WHEN THE CUSTOMER MEET DIIFICULTY?

When the customer meet difficulty

60

50

40

Percent

30

20

10

0 Morning Afternoun Evening

When the customer meet difficulty

43

TABLE: 4.24 SATISFACTION IN AFTER SALES SERVICE OF NEST BUILDERS Particulars Highly satisfied Satisfied Neutral Total Frequency 28 14 8 50 Percent 56.0 28.0 16.0 100.0

INTERPRETATION: From the above table I infer that 56% of the respondents are highly satisfied with after sale service of nest builders. 28% of the respondents are satisfied with after sale service of nest builders and 16% of the respondents are neutral with after sale service of nest builders. Hence, it can be analyzed that 56% of the respondents are highly satisfied with after sale service of nest builders. CHART: 4.24 SATISFACTION IN AFTER SALES SERVICE OF NEST BUILDERS

Satisfaction in after sales service of Nest Builders

60

50

Percent
40

30

20

10

0 Highly satisfied Satisfied Neutral

Satisfaction in after sales service of Nest Builders

44

TABLE: 4.25 RATING OF THE OVERALL PERFORMANCE OF NEST BUILDERS

Particulars Very high High Average Total

Frequency 22 20 8 50

Percent 44.0 40.0 16.0 100.0

INTERPRETATION: From the above table I infer that 44% of the respondents are rated very high to the overall performance of the company. 40% of the respondents are rated high to the overall performance of the company and 16% of the respondents are rated average to the overall performance of the company. Hence, it can be analyzed that 44% of the respondents are rated very high to the overall performance of the company. CHART: 4.25 RATING OF THE OVERALL PERFORMANCE OF NEST BUILDERS

Rating of the overall performance of Nest Builders

50

40

30

Percent
20 10 0 Very high High Average

Rating of the overall performance of Nest Builders

45

CHAPTER 5

FINDINGS, SUGGESTION AND CONCLUSION Findings of the study The following are the findings based on the study conducted at NEST BUILDERS on THE EFFECTVENESS OF MARKETING TEAM. 1. 40% of the respondents are in the age group of above 56 Years. 2. 76% of the respondents are having educational qualification. 3. 40% of the respondents family size is 1 to 3. 4. 50% of the respondents feel communication skill of marketing team is outstanding. 5. 36% of the respondents influenced to buy by quality of flat. 6. 84% of the respondents bought flat only in nest builders. 7. 32% of the respondents have come to know about nest builders through flex boards. 8. 34% of the respondents are very highly satisfied with quality. 9. 90% of the respondents are satisfied with flat in nest builders. 10. 70% of the respondents are very highly satisfied with nest builders. 11. 50% of the respondents are dissatisfied with advertisement of nest builders. 12. 36% of the respondents strongly agree with easy purchasing and convenience in nest builders. 13. 30% of the respondents strongly agree with effort of marketing team in approaching the customer is good. 14. 36% of the respondents strongly agree with email communication is sufficient to contact. 15. 50% of the respondents are choosing flat by preferring vasthu in nest builders. 16. 40% of the respondents felt the price is reasonable in nest builders. 17. 80% of the respondents are having flat at OMR transferred by nest builders. 18. 50% of the respondents are influenced by life of the flat in nest builders. 19. 52% of the respondents are attracted by online advertisement of nest builders. 20. 88% of the respondents are aware the facilities of nest builders. 21. 52% of the respondents are highly satisfied with customer service of nest builders. 22. 80% of the respondents are not met difficulty in contact customer care in nest builders. 23. 23.52% of the respondents are met difficulty at morning in unfacting.

46

24.56% of the respondents are highly satisfied with after sale service of nest builders. 25.44% of the respondents are rated very high to the overall performance of the company.

47

SUGGESTIONS AND RECOMMENDATIONS

Marketing team should improve their communication skill because 50% of their customers suggest that. It will help to increase their sales. Nest builders must concentrate on quality of flat because people expect it from them. Nest builders should modify their advertisement method to attract more number of people and influence them to buy. Nest builders should allow credit sale, to motivate the people to buy more flats. Marketing team should give more effort in approaching the people. Nest builders should adopt new techniques of communication. Nest builders should reduce price, it will attract low and middle class families also. Nest builders should improve customer care service to increase sales of the company. Nest builders should provide maintenance after the sale of flat. Nest builders should introduce modern techniques of construction which leads to timely delivery of flat to their customers.

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CONCLUSION A person with a high level of job satisfaction holds positive feeling about the interpersonal relations at workplace and nature of job. Marketing executives will not be just happy with pay cheque, a good position and prestige. They also want a constant feeling of well being, communication, motivation, demand better work and family life balance and look to the organization for fulfilling even their community needs. So nest builders should concentrate above measures which help to attain goals as soon as possible.

49

BIBLOGRAPHY BOOK REFERRED: Principles of Marketing Philip Kotler Marketing Research G.C.Berry Marketing Management Kotler KOTHARI.C.R., Research Methodology 2ND Edition New Age International Publishers.

WEBSITS: www.nestbuilders.in www.building construction of india.com www.cnrberkeley.edu www.management.com

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ANNEXTURE: THE EFFECTIVENESS OF MARKETING TEAM IN NEST BUILDERS CHENNAI QUESTIONNAIRE PERSONAL DETAILS Name Age Qualification If literate specify Size of family : : [ ] 25-35 [ ] 36-45 [ ] 46-55 [ ] Above 56

: [ ] Literate

[ ] Illiterate

: ----------------------------------------------------------: [ ] 1-3 [ ] 3-5 [ ] 5-7 [ ] Above 7

1 .How will you describe marketing team communication skill in one word? 1. Outstanding 2. Very good 3. Good 4. Average 5. Below Average 2. Which factor influenced you to buy the Flat in Nest Builders? [ ] price [ ] quality [ ] service [ ] company image

3. You bought the Flat only in nest builders [ ] yes [ ] no

If No specify...........................................................................

51

4. If only from nest builders, how did you came to know about the Nest Builders? [ [ ] Flex Boards ] Online Activity [ [ ] F.M. Advertisement ] Friends Reference

5 .Tick below attitributes based on your satisfaction level Very High Quality Price Service Availability 6. Are you satisfied with flat in Nest Builders [ ] yes [ ] no High Average Low Very low

7. If yes how much are you satisfied with flat in Nest Builders [ ] Very highly satisfied 8. If no Why? [ ] Area [ ] Advertisement [ ] Others [ ] highly satisfied [ ] Satisfied

9. The Nest builders Flat made purchasing easier and convenient, do you agree with this [ ] Strongly agree [ ] Agree [ ] Neutral [ ] Disagree [ ] Strongly disagree

52

10. The effort of marketing team in approaching the customer is good [ ] Strongly agree [ ] Agree [ ] Neutral [ ] disagree [ ] Strongly disagree

11. Email Communication is sufficient to keep the customers [ ] Strongly agree [ ] Agree [ ] Neutral [ ] disagree [ ] Strongly disagree

12. How to choose the following thing in your Flat: [ ] Vasthu [ ] Flat area [ ] Building design

13. How do you feel about the price offer by Nest Builders? [ ] costly [ ] Reasonable [ ] Cheap

14 . In which area you have flat bought from Nest Builders? [ ] Entire OMR [ ] Entire ECR [ ] Thiruvanmiyur [ ] Choolaimedu 15. Which factor persuaded you to buy the flat? [ ] Less price [ ] Long life [ ] New model

53

16. Which media of advertisement attracted you to buy? [ ] online advertisement [ ] Flex Boards [ ] Film advertisement

17. Are aware the facilities provided by Nest builders? [ ] yes [ ] no

18. Are you satisfied with the customer care service [ ] Highly Satisfied [ ] Satisfied [ ] Neutral [ ] Dissatisfied [ ] Highly Dissatisfied

19.Did you meet any difficulty while contact customer care? [ ] yes [ ] no

20. If yes, when you facing difficulties? [ ] Morning [ ] Afternoon [ ] Evening

21. Are you satisfied after sale service of Nest Builders? [ ] Highly Satisfied [ ] Satisfied [ ] Neutral [ ] Dissatisfied [ ] Highly Dissatisfied

22. How do you rate the overall performance of the company [ ] Very high [ ] High [ ] Average [ ] Low [ ] Very low

THANK YOU FOR SPENDING TIME TO COMPLETE THIS QUESTIONNAIRE

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