A SURVEY ON CUSTOMERS SATISFACTION OF THE NTEL MARKETING AND SERVICES PVT LTD PUNE

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)



2

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



4

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?


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?


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?


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?


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



27

7. Read the following factors based on satisfaction with respect to recharge service?


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?


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



32

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.



33

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.



34

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



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

http://www.google.com/


http://www.wikipedia.com/



http://www.ntelrecharge.com/






A SURVEY ON CUSTOMERS SATISFACTION OF THE NTEL MARKETING AND SERVICES PVT LTD PUNE

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