A SURVEY ON CUSTOMERS SATISFACTION OF THE NTEL MARKETING AND SERVICES PVT LTD PUNE
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8/13/2019 A SURVEY ON CUSTOMERS SATISFACTION OF THE NTEL MARKETING AND SERVICES PVT LTD PUNE
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1
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)
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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
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CONTENTS
CONTENTS PAGE NO.
ACKNOWLEDGEMENT 5
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
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CHAPTER -1
INTRODUCTION TO THE STUDY
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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
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LIST OF TABLES
Table No. Title Of the Table Page 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
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LIST OF FIGURES
Figure No. Title Of the Figures Page 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
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EXECUTIVE SUMMARY
TITLE: A SURVEY ON CUSTOMERS SATISFACTION OF THE NTEL MARKETING
AND SERVICES PVT LTD PUNE.
Organization: AMENDS MARKETING PVT.LTD, PUNE.
Objectives:
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.
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.
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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.
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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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 customer‟s 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 customer‟s 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 customer‟s 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 bank‟s 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 organization‟s 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 arerequired 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 Research instrument
1. Questionnaire
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) Open Ended Question
B) 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 is
through personal interview.
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COMPANY PROFILE
Company name- Amends marketing pvt.ltd
Year of Establishment- 2012
Company’s 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. Option No. of respondents Percentage
1. Individual 78 78%
2. Business 12 12%
Total 100 100%
Interpretation:
It is observe that 87% customers are individual and 13% customers
are business related.
87%
13%
types of customers
Individual business
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1. What are the methods to recharge utility service by you?
Sr no. Option No. of respondents Percentage
1. Internet banking 29 29%
2. recharge coupon 55 55%
3. If any 16 16%
Total 100 100%
Interpretation:
It is observed that 29% people using this facility for internet banking, and
55% people use this facility for recharge coupon.
internet banking
29%
recharge coupon
55%
if any
16%
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3. What are the application of recharge you are aware of?
Sr no. Option No. of respondents Percentage
1. Paytm 39 39%
2. Airtel money 26 26%
3. Sbi money 18 18%
4. If any 17 17%
total 100 100%
Interpretation:
It is observed that 39% people using paytm, 26% people using Airtel
money, 18% people using sbi money.
Paytm
39%
airtel moner
26%
SBI money
18%
if any
17%
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5. Do you know about tech freedom software recharge?
Sr no. Option No. of respondents Percentage
1. Yes 39 39%
2. No 61 61%
total 100 100%
Interpretation:
It is observed that 61% people don’t know about this product, and 39% people sayyes.
yes
39%
no61%
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6. What utility services you have recharge from tech freedom software service?
Sr no. Option No. of respondents Percentage
1. DTH service 27 27%
2. broadband 24 24%
3. internet 49 49%
total 100 100%
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.
DTH service
27%
broadband
24%
internet
49%
Sales
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7. Read the following factors based on satisfaction with respect to recharge service?
Sr no. Option No. of respondents Percentage
1. Instant recharge 37 37%
2. Network
connection
29 29%
3. Commission 16 16%
4. Customer care
service
18 18%
total 100 100%
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.
Instant recharge
37%
Network
connection
29%
Commission
16%
Customer care
service
18%
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8. Table showing level of satisfaction regarding customer care.
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.
20%
28%33%
19%
excellent
good
average
poor
SATISFACTION LEVEL NO. OF CUSTOMERS PERCENTAGE
EXCELLENT 20 20%
GOOD 28 28%
AVERAGE 33 33%
POOR 19 19%
TOTAL 100 100%
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9. Table showing level of satisfaction of customer in multi recharge.
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.
28%
33%
20%
19%
excellent
good
averagepoor
SATISFACTION LEVEL NO. OF CUSTOMERS PERCENTAGE
EXCELLENT 28 28%
GOOD 33 33%
AVERAGE 20 20%
POOR 19 19%
TOTAL 100 100%
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10. Do you think that Ntel application are much secure for use that the other
recharge application?
Sr no. Option No. of respondents Percentage
1. Yes 70 70%
2. No 30 30%
Total 100 100%
Interpretation:
70% people said this pack is secured than others and 30% people
said no.
70%
30%
yes
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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CHAPTER – 8
BIBLIOGRAPHY
8/13/2019 A SURVEY ON CUSTOMERS SATISFACTION OF THE NTEL MARKETING AND SERVICES PVT LTD PUNE
http://slidepdf.com/reader/full/a-survey-on-customers-satisfaction-of-the-ntel-marketing-and-services-pvt-ltd 39/39
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