Professional Documents
Culture Documents
Project report
on
A Study on Customer Perception and
Submitted by
Umesh Dnyaneshwar Khadtare
Under the guidance of
Prof. Mahesh Gadekar
Submitted To
University of Pune
In Partial fulfillment of the requirement for the award of the degree of
Master of Business Administration (MBA)
(2009-11)
Through
Vishwakarma Institute of Management
Pune-48
ACKNOWLEDGEMENT
Before we get into the thick of the things I would like to add a few heartfelt
words for the people who were the part of this project in numerous ways people who
gave unending support right from the stage the basic idea was conceived.
This dissertation from a part of my two year M.B.A program and is in partial
fulfillment of the requirement of their in reference.
I acknowledge with sense of reverence my gratitude towards the management
of Indiacom Ltd. for providing me an opportunity to work as a summer trainee in their
esteem organization.
I want to give special thanks to Mr. Palas Chatterjee (Marketing Manager)
and other staff of the company who helped me to complete the project. I also thank
my Director
Dr. Shailesh Kasande and my internal guide Prof. Mahesh Gadekar for guiding me
from time to time.
Umesh D. Khadtare
MBA (MARKETING)
VIM, PUNE
INDEX
Chapter. No. Chapter Name
Page No.
1
Executive Summary
Company Profile
27
Research Methodology
31
Data Analysis
39
Findings
54
56
Limitations
60
Bibliography
62
List of Tables
Table No
1
2
3
4
5
6
7
8
9
10
11
12
13
Table Name
Respondents Business
Awareness about Indiacom Yellow Pages
Penetration Of the Company
Competitors Penetration
Perception about Indiacom Yellow Pages
Customer Suggestion
Media used while seeking information
Categories/ Information looked
Respondents view on advertising
Advertising Pattern
Share in Print Media
Preferred media for advertisement by customers
Reason for not advertising in Yellow Pages
Page No.
40
41
42
43
44
45
46
47
48
49
50
51
52
14
53
Chapter I
Executive Summary
Executive summary
development they
Chapter II
Company Profile
Company History
reconstituted the board and the eminant personalities of International repute and
broad vision were appointed as directors who gave new direction to the
company.
In the Information Business - Indiacom's main objective is to compile
authentic business information, categories and disseminate it in the form of
Directories including Telephone Directory with Yellow Pages, Stand-alone
Yellow
Pages,
Yellow
Pages
Online,
SMS
and
Voice.
10
Company profile
Indiacom Limited (formerly known as Sesa Seat Information Systems
Limited) was formed in technical & financial collaboration between Sesa Goa
Limited and STETS S.p.a. of Italy (a Division of IRI) on 21st of January 1988 to
add
wider
dimension
to
the
Information
Industry
in
India.
Pages,
Yellow
Pages
Online,
SMS
and
Voice.
regions
and
cities.
Many
more
projects
are
in
the
pipeline.
11
56 yrs.
34 yrs.
25 yrs.
27 yrs.
31 yrs.
Statistics
Cities with BSNL's Telephone Contracts handled till date
No. of Editions Published till date
No. of Personnel Employed
No. of BSNL's Contracts in Hand
No. of Stand Alone Yellow Pages Directory
35
350
274
14
22
Infrastructure
12
out
of
the
Corporate
Head
Quarters
in
Pune.
Organization Chart
Managing Director
13
General Manager
Regional Manager
Head of Location
Sales Executive
14
Chairman of the company. He is an Italian national and was earlier the Director of
the company in 1994-95 as a representative from SEAT S.p.a He has a vast experience
in Corporate Management and was the Chief of Intrernational Activity Division at
SEAT, Italy till 1995. He was the CEO of PERFETTI in India from 1996-99.
15
graduate from IIT-Bombay and a Computer Science Doctorate from the University of
Massachusetts, He is a well known Information Technology Consultant with special
interest
in
Web related areas. He is a regular contributor to the press and one on the sought after
speakers on the subject of Internet in India and Abroad.
Our Vision:-
16
17
With almost all cities and towns across the country being interlinked
commercially, there exists a tremendous need to have access to business
information of cities with a high level of business transactions. In response to
this information need, Indiacom has introduced a range of print directories under
the name of Business Users' Guide and the Regional Business Directory, which
compiles
and
disseminates
information
across
the
region.
Indiacom has published the Business Users' Guide for Hyderabad, soon to be
followed by one for Vadodara. The South Gujarat Business Directory was the
first of the block, followed by RBDs for Andhra Pradesh, Maharashtra and
Gujarat
3. Homemakers Guide
18
Research
shows that the average homemaker is reluctant to use mainline Yellow Pages as
most of the content is business related. Indiacom, therefore, has taken utmost
care to cover all home-related categories while minimizing the business related
content
to
negligible
levels.
The Homemaker's Guide has a lot of interesting features like Shopping Offers,
City Information Pages, Discount Coupons & much more... The typical
Homemaker's Guide would have 18,000 business listings across more than 650
categories catering to home needs
4. Mall Guide
The Indiacom Mall Guide is an attractive Shopping Guide aimed at
providing guidance to Shoppers in identifying outlets, which offer the best of
brands, products and services. A colorful, attractive and handy compilation, the
Mall Guide provides prospective shoppers multiple choices of outlets / locations
for shopping, browsing and also information on avenues of entertainment.
5. Neighbourhood Guide
19
6. Specility Directories
At last count, there were more than 2000 events across the country in 2004.
Indiacom, with over 18 years of expertise in the dissemination of business
information, has the infrastructure to provide back-end support to Organizers of
events, Expos and Exhibitions to bring out well, put together Directories on the event
in
and/or
on
CD
ROM
and
Online.
"Your Handy Guide on the Move" - the Pocket Pages is specially conceptualized and
designed taking into consideration the needs of any person traveling within the city or
a visitor to the city. This book contains all Emergency and Utility Service numbers
presented in a format ideal to be kept in your pocket or the purse, hence a source of
information when you are neither at your home nor at the office.
7. Tourist Guide
20
Tourism is one of the most dynamic sectors today. Given the need for
updated and authentic information on tourist cities, Indiacom launched "Hello!
GAO", which provides all the information a tourist requires in GAO. This is the
first of the 'Hello!' series of products.
Indiacom Yellow Pages Plus, our line of Stand Alone Yellow Pages products
reach out to businesses in commercially important cities across the country like
Goa, Nashik, Ludhiana, Chandigarh, etc.
The Company publishes the Official BSNL Phone Book with Indiacom
Yellow Pages in mini-metros like Pune, Hyderabad, Ahmedabad, FaridabadGurgaon, Rajkot, Jamnagar, Bhubaneswar, Rourkela, etc. With a total print run
of over 2.75 million copies this year, the Phone Book reaches all Telephone
Subscribers in these cities.
Meri website is ideal for businesses who are looking for a full-featured
professional website small & growing businesses who wants to establish a strong,
professional presence on Internet It Offers a comprehensive and content rich website
21
11. Tell me
Indiacom has just taken the lead in launching a Unique Voice Based Service with a
difference. Unlike other services that provide callers information on products,
services
and
businesses,
TellMe
goes
step
further.
Callers can get information on Special Offers, Discounts, Train Info & lots more on in
the city for the product/service category that they want. This would help potential
buyers get the biggest bang from every rupee they spend. Initially launched in Pune,
Ask Indiacom will soon be launched in other cities across the country too.
Departments
22
o Marketing
o Human Resource
o Accounts
o Data Collection and Processing
o Research and Development
Note on Competitor
23
(TDYP) with contracts of Ahmadabad and Rajkot. It entered in Mumbai in 1992 with
Stand Alone publication by taking advantage of absence of TDYP in the Metros.
Presently pubishing SYP for four metros- Delhi, Bombay, Calcutta, Madras and four
mini metros- Ahmadabad, Bangalore, Hyderabad and Pune. Also ventured into
publications activities at Vadodara, Ludhiana, Coimbatore and Indore. It have
business plan, vision similar to Indiacom ltd and has made a soft launch of Talking
Y.P. at Mumbai. The aim of the company is to acquire a decent market share in these
locations. They follow aggressive market techniques to solicit customers.
Infomedia is into different line of business. They are only publishing only private
Yellow Pages. They are competing with Indiacom in few locations. Infomedia is very
active in Mumbai and Delhi and majority of their revenue comes from these locations.
We are not present in these two locations. Two years back it was acquired by ICICI
ventures and brand name Tata is no longer used. Plan of owners are not clear as yet.
Just Dial
Corporate office located at Mumbai. Presently concentrating on voice located at Pune,
Delhi, Banglaore, Hydrabad, Chennai and Culcutta. They are active now and have
raised private equity funds at good valuation. It is one of the major competitors of the
Indiacom Ltd.
24
25
Usage of Information
1. To verify your identity
2. To inform you how to use our services better
26
Disclosure of Information:
27
In order to deliver the services you require and for the purposes set out above,
Indiacom may disclose your personal information to entities outside Indiacom.
The disclosure may be done:
A form
28
2.
3. Customer hereby agrees that general terms and conditions mentioned herein
and commercial terms & advertisement size /specification mentioned in the
invoice sent by Indiacom, consequent to the acceptance of this offer shall be
binding upon both Indiacom and the customer. Customer shall intimate
Indiacom of discrepancy, if any in the invoice by registered post
acknowledgement due within 7days of its receipt
.
4. The customer expressly permits Indiacom full liberty in the matter of
positioning of the artwork /text for printing under the appropriate
category/classification, in case of advertisement in print. For voice and online
advertisement Indiacom provides no guarantee of listing out the advertisers
29
name at top or in any preference, unless specifically informed. The listing of the
advertisement shall be in the order of results provided by computer programme
developed by Indiacom taking in to account various factors like optimum
utilization of space, viewers convenience etc. No special position is assured and
any commitment made otherwise from the authorised representative shall not be
binding on Indiacom.
5. Indiacom reserves the right to continue the service under the same brand
name club the service with some other service of the company, to discontinue
the service ,change the telephone number /online pages/in which service will be
provided at any time without an obligation to informed the customer in advance.
30
Chapter III
31
32
33
Objectives
Primary Objective
Secondary Objectives
Chapter IV
34
Research Methodology
Research Design
The main objective of Research Design is to study and conduct market research
on feedback; perception of the customers and also to analyze satisfaction level of the
35
1. Problem Definition
2. Research Objectives
3. Research Design
4. Sources of Data
5. Data Collection
6. Data Analysis
7. Report and Presentation
1. Problem Definition
First of all we have to define the problem. In problem definition, it is important to be
specific, avoid ambiguities and generalities.
2. Research Objective
The objectives of research process should be specific, attainable, and measurable.
3. Research Design
There are three types of research designs namely Exploratory, Descriptive and
Causative. After considering our problem and objective, Descriptive Research was
preferred.
36
Descriptive Research
It is undertaken when researcher wants to understand the behavioural characteristics.
4. Sources of Data
Data is of two types, primary and secondary data.
Primary Data is collected through primary sources. The method adopted here is the
personal interview with the help of questionnaire. The questions asked were of close
ended type.
Secondary Data was collected from the Internet, Newspapers, various Govt , Private
Publications and Magazines. The major advantage of secondary data was economical
and time saving.
5. Data Analysis
37
The collected data is analyzed with the help of various analytical tools to interpret the
data. Most commonly used tools were arithmetic analysis. On the basis of analysis
logical conclusion, suggestion had been drawn out.
Finally report on market research had been prepared and submitted to the decision
maker.
38
Indiacom Ltd. is one of the old and premier institutions for collection,
maintenance, and dissemination of authentic business information. It has different
directories, publications under its name and they are successful. The study undertaken
by me was market research about Pune Directory plus Yellow Pages. It is telephone
directory containing name, address, and even advertisement of the small and large
business organization of registered customers. It is concentrated at both B2B as well
as B2C customers. The product is in maturity stage in life cycle of the product.
39
threat from new entrants is also looming. Thus in order to retain organizations
customer base, it was very important to re-assess the existing market situations. There
was need to know what customers think about the product, what are their
expectations from the product, what changes they would like to see in the product and
so on. The threat from established organizations is also increasing.
They are also trying to explore new ways to retain their position in the
market. So in response to that organization was required to do introspection on
various fronts.
Advertising industry is also in boom. With technological advancements
it has also shaded its old form. Statistics shows that there is considerable scope in an
advertising industry. Internet has also changed the way organizations used to
advertise. So it was also important to predict the advertising trend that is going to
prevail. More and more people and organisation are concentrating large part of their
advertisement expenditure on internet. Thus it is hampering the print industry.
Finally every organization aims at large profit margin, so it was necessary to
identify the prospective customers in order to increase profits.
So it was very essential to re-evaulate, reassess the market potential for the
product. Internet has also affected the way people seek the information. So it had
affected the market potential for yellow pages. It was essential to know what
customers think about the product, what were their expectations, trend in advertising
sector, to know about the competitors, in order to survive.
Methodology
40
The sample size was taken to be 100 customers of which 5-7 customers were visited
individually every day.
For collecting the data, procedure adopted was survey method. In surveying ,
personal contact method was preferred because of its higher response rates and more
meaningful responses.
Tool used for collection of data was questionnaire. A questionnaire consists of set of
questions to be presented to the respondents .Questionnaire needs to be carefully
developed, tested and debugged before they are administered on large scale.
Questions designed were of close ended type. The chief person or purchase manager
was contacted for the feedback.
41
Project area was Pune city .There was no specific area that was assigned to me. I was
asked to go on my own to any area. During the project I visited many small and
medium scale industries, public limited organizations, multi-national corporations,
corporate offices, institutions, Govt undertakings, M.I.D.C. areas of Pimri,
Chinchwad. I had visited manufacturing and service industries, institution, and
corporate office, small and big organization whatever I found in my way. My project
was not confined that I have to visit selected companies. The product given to me
could be requirement of any company.
Chapter V
42
43
Table No.1
Respondents Business
Sr. No
Name
No of Respondents
Percentage
1
2
3
4
5
6
7
8
Real Estate
Automobile
Dealers
Hospital
Hotels
Travel agency
Home Appliances
Others
Total
14
13
11
7
15
13
11
16
100
14
13
11
7
15
13
11
16
100
14
16
Real Estate
Automobile
13
11
Dealers
Hospital
Hotels
11
13
Travel agency
Home Appliances
Others
15
Graph No.1
Above graph shows the information about business type of the respondents.
According to graph the respondents are from diverse area of business.
44
Particulars
Yes
No
Total
No of Respondents
67
33
100
Percentage
67%
33%
100
67
Yes
No
Graph No.2
From above graph it is clear those 67% respondents are aware of Indiacom Yellow
Pages and 33% are unaware about the product.
Q.3 Have you received copy of Indiacom Directory plus Yellow Pages?
Table No.3
Penetration of the Company
45
Sr No
1
2
Particulars
Yes
No
Total
No of Respondents
49
51
100
Percentage
49%
51%
100
51.5
51
51
50.5
50
49.5
49
48.5
49
48
Yes
No
Graph No.3
From above graph it is clear that out of 100 respondents 49% respondents have
received copy of Indiacom Yellow Pages and that of 51% havent received the
directory.
Particular
Tata Infomedia
Maharashtra Industrial Directory
No of Respondents
26
11
Percentage
51%
22%
46
3
4
Citizen
Other
Total
9
5
51
18%
9%
100
Tata Infomedia
26
Maharashtra Industrial
Directory
Citizen
Other
11
Graph No.4
It is clear from above graph that out of the remaining respondents 51% refers Tata
Infomedia Directory followed by Maharashtra Industrial Directory i.e.22% then
Citizen 18% and 9% refers local directory.
Particular
Useful
Very Useful
Satisfactory
Not Satisfactory
No of Respondents
19
27
3
-
Percentage
39%
55%
6%
-
47
Total
49
100
Satisfaction Level
27
30
25
19
20
15
10
3
55%
6%
Very Useful
Satisfactory
39%
0
Useful
Not satisfactory
Graph No.5
It is clear from above graph that out of the total respondents who refer Indiacom
Yellow Pages 39% feel that it is useful, 55% think that it is very useful, 6% think that
it is satisfactory. There was no single respondent that think that product is not
satisfactory.
Q.6 Do you think that product needs an improvement?
Table No.6
Customer Suggestion
Sr No
1
2
Particular
Yes
No
Total
No of Respondents
2
47
49
Percentage
4%
96%
100
48
4%
Yes
No
96%
Graph No.6
From above graph it is clear that out of the total respondents who refers Indiacom
Yellow Pages, 4% think that product need any improvement while
96% feel that product doesnt need any improvement.
Particular
Print
Online
Voice
Total
No of Respondents
34
52
14
100
Percentage
34%
52%
14%
100
49
Online
Voice
Graph No.7
Above graph shows that while seeking any information, 34% people refer to print
media, 52% people refer to online media, and 14% people refer to voice media.
It can be interpreted from above graph that more people are using internet for seeking
information followed by print media and then voice media.
Q.8 What type of information you look for?
Table No.8
Categories/ Information looked
Sr. No
1
2
Categories/information looked
Product related
Service related
Total
No of Respondents
71
29
100
Percentage
71%
29%
100
50
Categories/Information looked
80
70
60
50
40
30
20
10
0
Product Related
Service Related
Graph No.8
Above graph shows that 71 times information required by the user is of product
related and 29 times it is service related.
First three graphs shows the trend prevailing in information industry i.e. media used
by the people.
It can be interpreted from above three graphs that people require information quite
often about product related and they prefer online media for that purpose.
Q.9 Do you think your business needs an advertisement?
Table No.9
Respondents view on advertising
Sr No
1
2
3
Particular
Yes
No
Total
No of Customer
72
28
100
Percentage
72%
28%
100
51
80
70
60
50
40
72
30
20
28
10
0
Yes
No
Graph No.9
It is clear from above graph that 72% people think that their business needs an
advertisement while 28% dont think their business need an advertisement.
Particular
Print
Online
Voice
No
Total
No of Respondents
13
51
8
28
100
Percentage
13%
51%
8%
28%
100
52
Advertising Pattern
60
50
40
30
20
10
0
Print
Online
Voice
No
Graph No.10
Above graph shows that out of 100 people, 13% people have advertised in Print
Media, 51% in Online Media while 8% in Voice media and 28% people havent made
any advertisement.
From above graph it is clear that people are more interested in online advertising then
followed by print media advertising and voice media advertising.
Q.11 Where you have given your advertisement?
Table No.11
Share in Print Media
Sr No
1
2
3
Particular
Indiacom Yellow Pages
Tata Infomedia
Maharashtra Industrial Directory
Total
No of Respondents
4
7
2
13
Percentage
31%
54%
15%
100
53
Customer Division
60
50
40
30
20
10
0
Graph No.11
From above graph it is clear that 31% people are having an advertisement in Yellow
pages, 54% in Tata Infomedia Yellow pages and 15% in Maharashtra Industrial
directory.
It can be interpreted from above figure that Tata Infomedia Yellow Pages is
dominant player followed by Indiacoms Yellow Pages.
Particular
Print
Online
Voice
Total
No of Respondents
19
68
13
100
Percentage
19%
68%
13%
100
54
Online
Voice
Graph No.12
Above graph shows that 68% people have preference for online media followed by
print media i. e. 19% and then followed by voice media i.e. 13%.
It can be interpreted from above graph that trend in advertising industry is going to be
online media based.
Particular
Outdated
High Cost
Already given in other media
Other Reasons
Total
No of Respondents
29
7
18
5
59
Percentage
49%
12%
31%
8%
100
55
35
30
25
20
15
29
18
10
5
0
7
12%
3
31%
2
49%
1
5
8%
4
Graph No.13
It is clear from above graph that out of the total respondents 49% think that Yellow
Pages are outdated, 12% think its cost is high, 31% respondents have already gave
their advertisement in other media while 8% respondents dont advertise in Yellow
Pages for other reasons.
Particulars
Cost
Brand Name
Discounts/Schemes
Additional free facilities
Total
No of Respondents
42
23
31
3
100
Percentage
42%
23%
31%
3%
100
56
Parameters considered
50
45
40
35
30
25
20
15
10
5
0
Graph No.14
Above graph shows that 43% people think of the cost while giving the advertisement,
23% people think of brand of the organization, 31% think of discounts and schemes
given and 3% thinks of additional free facilities.
It can be interpreted from above graph that most of the organization thinks of the
cost when giving the advertisement.
Chapter VI
Findings
57
FINDINGS
Most of the customers are highly satisfied from the services & products provided
by Indiacom Limited.
58
Chapter VII
Suggestions and Conclusions
59
Suggestions
The salesperson needs to increase their daily calls, more appointments with
clients.
The company should reconsider their pricing strategy for print media.
Conclusions
60
Most of the advertising agencies are basically interested in catering to just the
needs of the customer irrespective of the nature of the product or service proposed
to be advertised.
In Pune most of the companies are well aware about the Indiacom yellow pages
and its special features.
From analysis we can find that most lucrative market for yellow pages is service
and manufacturing sector.
Most of the firms have planned to give there advertisement in yellow pages in
future so that Indiacom has a good chance to capture the market.
During my research I also found that most of the people want to stick with online
advertising because of lack of knowledge of yellow pages.
Yellow pages are the best kind of advertisement media available over a long period of
time. And its more beneficial for the company. The other services provided by Indiacom
like tell me and online are helpful to the company.
61
Chapter VIII
Limitations
62
Limitations
63
findings may differ from other parts of Pune city where I have not visited
NON-RESPONSE ERROR: It is almost impossible to obtain data from each
& every respondent covered in sample. There are always some respondents
his/her assistant. Due to which it was not possible to get expected response.
TIME CONSTRAINT: There was time constraint to this project. The project
company.
The research project was for all organizations. Hence it was not possible to do
sector-wise analysis.
Chapter IX
Bibliography
64
BIBLOGRAPHY
Books
Marketing Management-Rajan Saxena
Internet sites
www.indiacom.com
www.infomedia.com
www.justdial.com
65
Annexure
QUESTIONNAIRE
1. Name of the Organization
66
2. Nature of Business:
___________________________________________________________________
3. Address:
_____________________________________________________________________
________________
Pin code: ____________ Tel No: ___________________ Fax: ______________ Web:
________________________
6. Mobile
: _________________________
E-Mail: ______________________________________________
67
B.
C.
D.
Very Useful
Satisfactory
Not Satisfactory
68
69