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CUSTOMER SATISFACTION Chapter 1 INTRODUCTION

PART: A ABOUT INDUSTRY: BRIEF HISTORY
Tata Sky is set to revolutionize television viewing in India through its superior digital quality picture and sound. The service aims to empower the Indian viewer with Choice, Control and Convenience through its wide array of programming choices and interactive features. Tata Sky offers viewers a variety of channels ranging from entertainment, sports, movies and music to news and documentaries in DVD quality picture and CD quality sound. Tata Sky has established an extensive customer service network across the country. It has engaged a field force of approximately 3000 service engineers who are complemented by high-end 24x7 call centre’s, manned by multi-lingual customer service associates, trained to solve all customer problems.

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Tata Sky takes direct responsibility for installing and servicing the hardware at every subscriber's home, thereby ensuring the highest levels of customer service. Tata Sky retails its hardware and prepaid recharge vouchers through popular consumer electronic stores to enhance customer convenience. The SKY brand, owned by the UK-based British Sky Broadcasting Group, brings to Tata Sky the reputation of more than 20 years experience of satellite broadcasting. SKY is well known for the innovative products and services launched by BSkyB, such as DTH broadcasting in 1989, digital satellite broadcasting in 1998, interactive television services in 1999 and the SKY+ personal video recorder in 2001. Tata Sky joins an international group of DTH businesses that includes platforms as far apart as the UK and Italy in Europe, and Mexico and Brazil in Latin America. Space TV is a TATA - STAR joint venture, established in 2004, committed to build state-of-the-art Digital infrastructure for Pay Television in India. Space TV plans to introduce a nationwide Direct-toHome (DTH) service that would allow it to reach every Indian home, however remote it may be. The service plans to offer its subscribers the
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best of cable channels, new innovative programming and interactive services. Tata Sky satellite television service will redefine your TV viewing experience by offering you greater choice, control and convenience.

GROWTH AND PROSPECTS
2008 Tata Sky announces ground-breaking price of Rs 1499 for hardware

2007 Tata Sky introduces three new interactive services: Actve Darshan, Actve Learning and Actve Stories Tata Sky expands offering to 140 channels Tata Sky crosses 1 million mark in record time Tata Sky offers 5 months of free viewing Tata Sky launches three new channel packages Watch ICC World Cup on Tata Sky with Hrithik Roshan Unparalleled World Cup cricket viewing experience on Tata Sky

2006 Zee-Turner channels now on Tata Sky Tata Sky launches Actve Wiz kids - a unique edutainment service
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CUSTOMER SATISFACTION Tata Sky launches pay-per-view service .Showcase Tata Sky Launches Actve Sports on ESPN STAR Sports Television finally becomes interactive with Tata Sky Tata Sky Satellite Television Service Launches Across the Country Tata Sky partners with Humax for set-top boxes Tata Sky selects Sun Microsystems to build state-of-the-art direct-tohome (DTH) television service in India Tata Sky selects Maxus as its media buying partner Tata Sky partners with Thomson for set-top boxes Tata Sky selects NDS systems to create India's most advanced digital and interactive DTH service 2005 TATA .STAR DTH venture signs lease agreement with ISRO TATA . Greater choice • Watch a wide array of your favorite television channels in DVD quality picture and CD quality sound • • • Get your favorite recipes when you want on Actve Cooking Play interactive games on your TV with Actve Games Order once and enjoy the latest movies with a single ad- 4 Adarsha College Of Management & Science . control and convenience.STAR DTH Venture Receives Ministry's Clearance WHY TATA SKY? Tata Sky satellite television service will redefine your TV viewing experience by offering you greater choice.

CUSTOMER SATISFACTION
break through the day on Showcase
• •

Learning games for children on Actve Wizkids Find out what each day has in store for you with Ganesha Speaks

Reater control

Watch cricket with multiple camera angles, choice of commentary language and highlights on-demand only on Actve Sports Go directly to your favorite news section on Actve STAR News Regulate what your children watch on TV with parental control

Greater convenience
• •

Get a 7-day listing of all programmes on TV with guide Catch a news story as it breaks, simultaneously on four channels on Actve Newsroom

Use the search & scan banner to find out what’s playing on other channels without changing the channel you are watching

Enjoy fixed channel positions and uniform volume levels across all channels

Experience uninterrupted viewing. No longer get affected

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by neighborhood power cuts. Enjoy uninterrupted television as long as you have electricity in your house.

PART: B :- ABOUT SUBJECT DEFINITIONS
American marketing Association defines a market as “the aggregate demand of the potential buyers of the commodity or services” Prof. JEVONS defines a market as “any body of persons who are in intimate business relations and carry on extensive transactions in any Commodity”. Thus, market may be defined as a relationship between consumer and producer occurring or established at a time and place and at a value mutually agreeable and acceptable to both the parties.

American Marketing Association has defined marketing as “The performance of business activities that direct the flow of goods and services from producer to consumer or user”

According to EFL Breech:

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“Marketing is the process of determining customer demands for a product or service motivating its sales and distributing it into ultimate consumption at a profit”. -Philip kotler.

“Marketing is a social and managerial process by which individuals and groups obtain what they need and want through creating and exchanging products and value with others”

Market & Marketing:Marketing is so basic that it cannot be considered a separate function. It is the whole business seen from the point of view of its final result. That is from the customers’ point of view. - Peter Drucker Market Origin and meaning:The term “market” is derived from the Latin word ‘Marcatus’ which means merchandise, trade or a place where business is conducted. In ordinary language the term market means a place where goods are bought and sold. Market need not necessarily means any particular place. It is wider in scope.

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• Expanding the market ever in the face of knee competition. how and from whom to purchase goods and services”. Walter C. They will spend increasingly more. 8 Adarsha College Of Management & Science . Paul G.G and Prof. when. but with succeeding years of good experience. Definitions: According to US consumer affairs department. it costs five times more to gain a new customer that to retain and existing one. where.CUSTOMER SATISFACTION CONSUMER BEHAVIOUR In the words of Prof. and in turn.W “It is the process where by individuals decide whether. what. Other studies have reported that with just increase in customer retention a firm can raise its profitability customers spend slowly at first. Modern marketing definition says that • Discovering and translating consumer needs and desires into products and services • Creating demand for these products and services • Servicing the consumer demand with the help of marketing channels.

These nine value creating activities which consists of five primary activities and four supporting activities. It will lower the cost of production and prices to consumers. deliver and support its product. The primary activities represent the sequence of bringing materials into business (inbound logistics) converting them into final products 9 Adarsha College Of Management & Science . Lower price to consumers means a real rise in the national income. CUSTOMER VALUE AND SATISFACTION Michel porter of Harvard proposed the generic value chain as a tool for identifying ways to create more customer value.CUSTOMER SATISFACTION Importance of marketing in today’s world: Marketing is considered to be the sole of modern business and society. Marketing process bring new and improved quality goods to consumers. Marketing is the connecting link between the producer and consumers. Every firm is a collection of activities that are performed to design. marketing raises the standard of living of the people by satisfying varied and innumerable needs and wants of consumers. The value chain identification strategically relevant activities that create valve and lost in business. produce market. Marketing facilities mass production.

DD Direct Plus. practice aggressive market penetration. market share. Although TATA is a multi product organization.V . CHAPTER 2 RESEARCH DESIGN TITLE OF THE STUDY “CUSTOMER SERVICES” SATISFACTION TOWARDS TATA SKY DTH STATEMENT OF THE PROBLEM The second half of the last decade witnessed the entry of multinational companies in Indian consumer durables market.) its strong presence being felt only in motors market. are continuously identifying and meeting customers changing demand and 10 Adarsha College Of Management & Science . These companies being present in all categories. and firm's infrastructure is handled in certain specialized departments. In this stiff competitive environment. marketers like DISH. TATA Solar etc. and consumer life time value share. SUN Direct . marketing them and serving them The supporting activities are procurements technology development. in India it presents only in few TATA motors. TATA Consultancy.CUSTOMER SATISFACTION (operations) shipping out the final products (out bound logistics).T..

• To know the market share of various brands. • To find the influencing factor in while marketing purchase decision. what attributes of an DTH is significantly important . • • To find the most preferred brands of DTH systems.. consumer considers while choosing a DTH systems.CUSTOMER SATISFACTION putting their market research efforts to understand consumer behavior and decision making process. what motivates them. To determine the level of brand recall for various brands of DTH systems. To determine important attributes and factors. OBJECTIVES OF THE STUDY The study was designed to provide information helpful to ‘TATA’ in planning and implementing advertising / marketing approaches for TATA SKY NETWORK. More specifically the research attempted to provide answers to the following research questions. etc. who influenced them. This stimulate a need for TATA to identify market and customer pulse to find how customers buy a brand of DTH. to be one step ahead of competitions. • • To find the awareness about various brands of DTH systems. 11 Adarsha College Of Management & Science ..

major influencers. image cared by consumer dealers. undisguised exploratory work. It is intended to provide with information about consumers’ perception decision making process. The findings of exploratory research were used to develop questionnaire which with suitable administration and analysis enabled to make depth analysis of likelihood of purchasing TATA SKY. most preferred perception and perception towards TATA SKY brand.CUSTOMER SATISFACTION • To measure the overall performance of the various brands of DTH systems. which can be used for developing marketing plans to acquire and retain the consumers. REVIEW OF LITERATURE The preliminary stages of research work were unstructured. SCOPE OF THE STUDY The study is conducted in the city of Kolar for a period of month. Personal interviews will also Be conducted with potential and existing consumers this was in form of cross sectional descriptive research. This effort is made to known the consumer satisfaction towards TATA SKY. Analysis of secondary data and pilot research with a group of consumers is made to find out the awareness level of the consumers about various brands of DTH systems. 12 Adarsha College Of Management & Science .

2. OPTIONAL DEFINITION OF CONCEPTS Marketing management: Marketing management is a functional area of business management. plans and programmers for each market segment in order to satisfy the customer wants. 1. It has some unique importance in the modern business. Sales are not affected due to introduction or raise of other new different brands of DTH systems. Sales of TATA SKY systems are declining due to rise of other new different brands of Systems. It plays a vital role in developing strategies. Alternative Hypothesis is that influence of commercial sources on consumers in market significantly different when it is compared to other brands.CUSTOMER SATISFACTION HYPOTHESIS Influences of commercial sources on consumers in view of purchasing the TATA SKY systems. Consumer behavior: 13 Adarsha College Of Management & Science .

when. Walter C.G and Prof. Another sample the constituted major dealers were selected by the simple random sampling.CUSTOMER SATISFACTION In the words of Prof. where. what. This includes member of house holds who are either decisionmaking or influencer for purchase decision to a large extent.W “It is the process where by individuals decide whether. Paul G. It includes a mix of people from different income group and occupations. METHODOLOGY Research in common parlance refers to a search of knowledge. One can also define research as a scientific and systematic search for 14 Adarsha College Of Management & Science . SAMPLING DESIGN Sampling unit/ respondent profile The consumers intend to be administered with the questionnaire were prospects and existing consumers with purchasing and influencing power. how and from whom to purchase goods and services”. Sampling size: A representative sample (sample size 100) of the potential and existing users was selected by the methods of judgment sampling.

CUSTOMER SATISFACTION pertinent information on a specific topic. TYPE OF RESEARCH PLUS TOOLS FOR DATA COLLECTION Primary data: 15 Adarsha College Of Management & Science . it is this function that links the marketers to consumers and public through information. and to improve understanding of the marketing process. to monitor marketing performance. Marketing research is defined as the systematic and objective approach to the development and provision of information for the marketing management decision making process. In fact research is an art of scientific investigation. This type of study is factual and is very simple. where in you move from the known to the unknown. It is the specification of method and procedure for acquiring the information of the method and procedure for acquiring the information needed. It is overall operational pattern of frame work of the project that stipulates what information is to be collected from which sources using what procedures. refine and evaluate marketing actions.

After collecting all the information was transferred to a worksheet the data relating to set of the objectives was then classified and the findings recovered after which the data was graphically represented. 16 Adarsha College Of Management & Science . journals. magazines. PLAN OF ANALYSIS The data collected was classified and tabulated for analysis purpose and charts and graphs are used to find the conclusions. internet and publications.CUSTOMER SATISFACTION Personal interviews will be conducted followed by a purpose specific questionnaire administration designed to obtain data from respondents. It contained quantitative research questions to understand the attitude and perception towards buying behavior. The sources of this information were newspapers. Secondary data: Literature available in the field of consumer friendly TATA SKY systems was thoroughly studied. Here some special statistical techniques are used some of them are mentioned below: • Sampling statistics.

CUSTOMER SATISFACTION • Chi square analysis. • Analysis of variants. CHAPTER SCHEME Chapter 1: 17 Adarsha College Of Management & Science . • The study is restricted to Bangalore city and the findings may not be applicable to any other geographical location. • Correlation REFERENCE PERIOD The duration of the study is 30days LIMITATIONS OF THE STUDY • It is one time study. Field error – respondents may have provided responses. • Non-coverage error – because of inadequacies in the sampling frame / design. which differ from what is actually true to correct.

Chapter 2: RESEARCH DESING The second chapter is about the design of the study. sampling techniques. It gives a detailed description about the origin of the TATA Company in India. The chapter outlines the growth. It provides basic information about the study and the theoretical background of the study. developments and present status. Chapter 4: DATA ANALYSIS AND INTERPRETATION 18 Adarsha College Of Management & Science .CUSTOMER SATISFACTION INTRODUCTION The first chapter is the introduction to the study. its objectives. future prospects and plans of the company. limitations and overview of the project. It gives an outline about the project such as the statement of the problem. scope. Chapter 3: COMPANY PROFILE The third chapter is the profile of the Company & its Functional departments. needs. sampling design and tools for collecting data.

It gives a brief recommendations and suggestions about the project undertaken. and analysis of the primary data collected by the use of the questionnaire for the survey. which was used to collect the data from the respondents Chapter 8: BIBLIOGRAPHY The bibliography from where information was gathered. Chapter 7: APPENDICES AND ANNEXURE This section contains the questionnaire. Chapter 6: RECOMMENDATIONS AND SUGGESTIONS The sixth chapter is the recommendations and suggestions. interpretation. It gives description about the tabulation. CHAPTER 3 19 Adarsha College Of Management & Science . Chapter 5: SUMMARY OF FINDINGS AND CONCLUSION The fifth chapter is the summary of Findings and conclusions It gives a brief summary of finding and conclusions about the project undertaken.CUSTOMER SATISFACTION The fourth chapter is the data analysis and interpretation.

With state-of-the-art digital infrastructure and partners that include global leaders in digital technology. Tata Sky is an 80:20 joint venture between the Tata Group and STAR. movies and music to news and documentaries in DVD-quality picture and CD-quality sound.CUSTOMER SATISFACTION COMPANY PROFILE Inception: Incorporated in 2004. Tata Sky has joined a select international group of DTH businesses that operate in areas as far away as the UK and Italy in Europe. owned by the UK-based British Sky Broadcasting Group. thus becoming a one-stop shop for all the television entertainment needs of customers. The service further aims to empower television viewers with choice. has more than 20 years of experience in satellite broadcasting. Tata Sky provides for hardware installation 20 Adarsha College Of Management & Science . offering viewers a world-class television viewing experience through its direct-to-home (DTH) television service. control and convenience through a wide range of programming and interactive features. The Sky brand. Areas: Tata Sky offers viewers a variety of popular channels in categories ranging from entertainment. and is well known for its innovative products and services. and Mexico and Brazil in Latin America. sports. With this service.

it has a market capitalization of $65. and a 21 Adarsha College Of Management & Science . Tata Sky also retails its hardware and prepaid recharge vouchers through popular consumer electronic stores to facilitate consumer access.994 crore). The Tata Group has operations in more than 40 countries across six continents and its companies export products and services to 140 nations.CUSTOMER SATISFACTION at subscribers' homes. as well as after-sales service through an extensive customer service network that provides complete customer care. services. The Tata Group is one of India's largest and most respected business conglomerates. materials. The Group and its enterprises have been steadfast and distinctive in their adherence to business ethics and their commitment to corporate social responsibility.8 billion (Rs129. the equivalent of about 3. energy.32 billion as on February 7. software.2 per cent of the country's GDP. This is a legacy that has earned the Group the trust of many millions of stakeholders in a measure few business houses anywhere in the world can match. with revenues in 2006-07 of $28. The Tata Group's business activities are conducted through 98 companies operating in seven business sectors. among them tea. automobiles. engineering. 2008. of $28. 994 crore). energy and hospitality. in 2006-07. The Tata Group is one of India's largest and most respected business conglomerates. With revenues. It has a presence in six continents and holds leadership positions in many industry segments.8 billion (Rs129. It comprises 93 operating companies in seven business sectors: information systems and communications. consumer products and chemicals.

Tata Sky is investing in building a high quality 22 Adarsha College Of Management & Science . and a shareholder base of over 2. Tata Consultancy Services.9 million. Tata companies together employ some 289. Tata Sky Ltd. The Group's 27 publicly listed enterprises — among them stand out names such as Tata Steel. The Group and its enterprises have been steadfast and distinctive in their adherence to business ethics and their commitment to corporate social responsibility. This is a legacy that has earned the Group the trust of many millions of stakeholders in a measure few business houses anywhere in the world can match. understanding. to support the launch of its direct-to-home (DTH) service in mid 2006. These values. Thomson. which have been part of the Group's beliefs and convictions from its earliest days.500 people. the set-top box technology major. continue to guide and drive the business decisions of Tata companies. and its companies export products and services to 85 countries. the joint venture between the Tata group and Star. The Tata family of companies shares a set of five core values: integrity. 2008. will manufacture set-top boxes in India and provide a countrywide after-sales service and support network for Tata Sky customers.32 billion as on February 7. The Tata Group has operations in more than 80 countries across six continents. announced on Thursday their partnership with Thomson. Tata Motors and Tata Tea — have a combined market capitalization that is the highest among Indian business houses in the private sector. unity and responsibility.CUSTOMER SATISFACTION market capitalization of $65. excellence.

. a joint venture of TATA and STAR. services. DTH services in India and offer customers with the best satellite TV services available. Consequently. NATURE The Tata Group comprises 98 operating companies in seven business sectors: information systems and communications.CUSTOMER SATISFACTION digital infrastructure in the country and hopes to offer a superior television viewing experience to Indian households. This approach remains enshrined in the Group's ethos to this day. The Group was founded by Jamsetji Tata in the mid 19th century. is committed to build a state-of-the-art Digital infrastructure for Pay Television in India. energy. new innovative programming and interactive services." The agreement with Tata Sky marks Thomson's entry into the DTH Satellite television market with set-top boxes developed and customized for Tata Sky at its R&D centre in Bangalore. however remote it may be. Jamsetji Tata and those who followed him aligned business opportunities with the objective of nation building. and chemicals. 23 Adarsha College Of Management & Science . consumer products. a period when India had just set out on the road to gaining independence from British rule. The service plans to offer its subscribers the best of cable channels. engineering. materials. Tata Sky plans to introduce a nationwide Direct-to-Home (DTH) service that would allow it to reach every Indian home. TYPE Tata Sky Ltd.

materials. Control and Convenience through its wide array of programming choices and interactive features. sports. consumer products and chemicals. energy. This is a legacy that has earned the Group the trust of many millions of stakeholders in a measure few business houses anywhere in the world can match BOARD OF DIRECTORS 24 Adarsha College Of Management & Science . engineering. movies and music to news and documentaries in DVD quality picture and CD quality sound. It comprises 93 operating companies in seven business sectors: information systems and communications. services. The Tata Group has operations in more than 40 countries across six continents and its companies export products and services to 140 nations.CUSTOMER SATISFACTION Tata Sky is set to revolutionise television viewing in India through its superior digital quality picture and sound. Tata Sky offers viewers a variety of channels ranging from entertainment. The Group and its enterprises have been steadfast and distinctive in their adherence to business ethics and their commitment to corporate social responsibility. The service aims to empower the Indian viewer with Choice. TATA Brand The Tata Group is one of India's largest and most respected business conglomerates.

Executive Non independent Director) (Managing Director) (Non Executive Director) (Non Executive Independent Director) 25 Adarsha College Of Management & Science .Executive Independent Director) (Non .Executive Deputy Chairman) (Company Director) (Company Director) Mr Suresh Krishna (Financial Institutions' Nominee) Mr Ishaat Hussain Dr Jamshed J Irani Mr Subodh Bhargava Mr Jacques Schraven Dr Anthony Hayward Mr Philippe Varin Mr B Muthuraman Dr T Mukherjee Mr Andrew Robb (Board Member) (Board Member) (Board Member) (Non .Executive Independent Director) (Non .CUSTOMER SATISFACTION Mr R N Tata Mr James Leng Mr Nusli N Wadia Mr S M Palia (Chairman) (Non .

CUSTOMER SATISFACTION MANAGEMENT Mr B Muthuraman Managing Director Mr H M Nerurkar Chief Operating Officer (Steel) Mr A D Baijal Mr U K Chaturvedi Mr R P Singh Vice President (Global Mineral Resources) Vice President (TQM & CSI) Vice President (Engineering Services & Products) Vice President (Finance) Vice President (Flat Products & Long Products) Vice President (Chhattisgarh Project) Vice President (Industrial Relations) Mr Koushik Chatterjee Mr Anand Sen Mr Varun K Jha Mr Avinash Prasad Mr Abanindra M. Vice President (Raw Misra Materials) Mr Om Narayan Mr HC Kharkar Mr Partha Sengupta Mr Radhakrishnan Nair Vice President (Safety & Services) Vice President Vice President (Corporate Services) Chief Human Resource Officer 26 Adarsha College Of Management & Science .

CUSTOMER SATISFACTION ORGANIZATIONAL CHART 27 Adarsha College Of Management & Science .

com nodalofficerhp@tatasky.com nodalofficerarunachalp@tatasky.com nodalofficertn@tatasky.CUSTOMER SATISFACTION BUSINESS OPERATIONS IN INDIA Name of state Andhra Pradesh Arunachal Pradesh Assam Bihar Chhattisgarh Goa Gujarat Haryana Himachal Pradesh Jammu and Kashmir Jharkhand Karnataka Kerala Madhya Pradesh Maharashtra Manipur Meghalaya Mizoram Nagaland Orissa Punjab Rajasthan Sikkim Tamil Nadu Tripura Uttar Pradesh Uttarakhand Email address of nodal officer nodalofficerap@tatasky.com nodalofficermizoram@tatasky.com nodalofficerjk@tatasky.com nodalofficerkarnataka@tatasky.com 28 Adarsha College Of Management & Science .com nodalofficerassam@tatasky.com nodalofficerjharkhand@tatasky.com nodalofficerchhattisgarh@tatasky.com nodalofficertripura@tatasky.com nodalofficernagaland@tatasky.com nodalofficermanipur@tatasky.com nodalofficeruttarakhand@tatasky.com nodalofficerbihar@tatasky.com nodalofficerpunjab@tatasky.com nodalofficerorissa@tatasky.com nodalofficermeghalaya@tatasky.com nodalofficermp@tatasky.com nodalofficerrajasthan@tatasky.com nodalofficergujarat@tatasky.com nodalofficeruttarpradesh@tatasky.com nodalofficerkerala@tatasky.com nodalofficersikkim@tatasky.com nodalofficermaharashtra@tatasky.com nodalofficerharyana@tatasky.com nodalofficergoa@tatasky.

Tata Sky retails its hardware and prepaid recharge vouchers through popular consumer electronic stores to enhance customer convenience Offering In addition to new channels and exciting interactive features. trained to solve all customer problems.com SERVICE PROFILE Extensive Customer Service Network Tata Sky has established an extensive customer service network across the country. INSAT 4A. manned by multi-lingual customer service associates. thus becoming a one-stop shop for all the television entertainment needs of customers • • Satellite: Tata Sky has leased all 12 Ku-Band transponders on ISRO’s Indian satellite. Tata Sky takes direct responsibility for installing and servicing the hardware at every subscriber's home. 29 Adarsha College Of Management & Science .CUSTOMER SATISFACTION West Bengal nodalofficerwb@tatasky. It has engaged a field force of approximately 3000 service engineers who are complemented by high-end 24x7 call centers. the most advanced and highpowered KU-Band communication satellite in the region. Tata Sky offers all popular television channels. thereby ensuring the highest levels of customer service.

The satellite enables Tata Sky to offer superior picture and sound quality with a wide range of channels. leaders in Customer Relationship Management (CRM) software.CUSTOMER SATISFACTION developed keeping in mind local requirements. to support a first in industry pre-paid billing capability which will provide customers convenient payment options. Siebel: Tata Sky has selected Siebel. SAP: SAP the leading Enterprise Resource Planning (ERP) application suite. has been selected by Tata Sky to support the 30 Adarsha College Of Management & Science . • • Business Support Software: NDS: Tata Sky has partnered with NDS. Kenan: Comverse’s Kenan FX billing software has been selected to support billing for all residential. The Kenan software has been enhanced specifically for Tata Sky. institutional and commercial customers. and enables Tata Sky to offer multiple programming and pricing packages. The NDS VideoGuard conditional access solution provides superior broadcast security. NDS systems has played a key role in the end-to-end system architecture and launching the nationwide digital service. the leading provider of technology solutions for pay television. customer order management . to support operations across the areas of call centre and field service operations.

world leaders in digital broadcast technology for building top-of-the line digicomps. which helps the company to deliver high-level service standards for its Satellite Television service. The technology’s feature rich design enables Tata Sky to deliver multiple programming. • • Digicomp: Tata Sky has partnered with Thomson and Humax. ERP and other customer care and employee related internal facing applications. Sun has also provided Tata Sky with installation. sales and distribution. It supports IT operations in the areas of billing. pricing packages and interactive services to its customers. engineering expertise and support. finance and control and human resources requirements. • • Systems Integration: Tata Consultancy Services (TCS) : TCS is a Systems Integration partner for Tata Sky Ltd. The servers ensure maximum uptime. customised specifically for the Indian markets.CUSTOMER SATISFACTION company’s materials management. • • IT: Sun Microsystems: Tata Sky has selected Sun Microsystems to provide world-class technology infrastructure. 31 Adarsha College Of Management & Science . fault recovery and load management.

though a late entrant has been able to sell more than three lakh units in Punjab alone in just six months.CUSTOMER SATISFACTION • • Service Support: SerWizSol: SerWizSol provides Tata Sky with three high-end call centres offering round-the-clock support in 11 different languages at Pune. it has sold about 25. people have lapped up DTH in a big way. Hyderabad and Mohali.000 units in the last six months itself.V • • 32 Adarsha College Of Management & Science . Tata Sky has undoubtely emerged a leader in DTH sales in this region. MARKET SHARE: Direct to Home (DTH) was un heard of in this region comprising states of Punjab and Haryana a few years ago but in the last few months. In Chandigarh Union Territory.V DD Direct Plus Star T. COMPETITORS • Dish T. Enquries by FE reveal that Tata Sky.

CUSTOMER SATISFACTION • SUN Direct FUTURE PROSPECTS: Vision Tata Sky aims to revolutionise Indian entertainment by offering superior DVD quality picture and CD quality sound. Actve Newsroom and Actve Wizkids) 33 Adarsha College Of Management & Science . Actve Sports. Actve Khabar. Tata Sky has: • • Established itself as the fastest growing Pay TV platform in India Established Tata Sky as a trusted and premium brand: achieved 87% brand awareness within the first six months of launch • Expanded its product offering from 55 television channels at the time of launch to over 120 channels and interactive services (Actve Games. Tata Sky envisions: Connecting every television home Empowering every television viewer Revolutionizing home entertainment Tata Sky crosses 1 million mark in record time Aims for more than 8 million by year 2012 Within a span of one year. Actve STAR News.

Gujarati. the first-of-its-kind education based interactive service in the world that teaches children through learning games • Set up state-of-the-art digital infrastructure including an uplink centre in Gurgaon and three high-end 24x7 call centres in Hyderabad. Punjabi.500 towns and 30. Malayalam. Hindi. Telegu.000 dealers across the country • Simultaneously trained 5000 people in a span of 6 months across 180 cities (the largest corporate training initiative in India) • Become the gold standard in customer service: achieved globally best-in-class (durable and telecom industries) customer satisfaction scores (eQ Score = 88 according to the Nielsen study) • Introduced first-time ever interactive television promotions across popular television channels including Sony (Indian Idol highlights on-demand). STAR World & STAR One (Koffee with Karan Contest) and STAR Gold (Tata Sky Pure Gold Krrish Contest & Tata Sky Pure Gold Don Contest) 34 Adarsha College Of Management & Science . Tamil. Kannada. Mohali and Pune supporting 11 languages (English.000 dealers at the time of launch to 4. Oriya and Bengali) • Expanded its distribution network from 300 towns and 10.CUSTOMER SATISFACTION • Launched Actve Wizkids. Marathi.

The service will enhance the choice for viewers looking for the best of pay television services in the country. style. McKinsey 7S framework According to Waterman et al. organizational change is not simply a matter of structure. a very well known management consultancy firm. although structure is a significant variable in the management of change.. The framework suggests that there is a multiplicity of factors that influence organizations ability to change and its proper mode of change. towards the end of 70s to diagnose the causes of organizational problems and to formulate program improvement.CUSTOMER SATISFACTION GROWTH OF THE COMPANY Tata Sky is investing in building a high quality digital infrastructure in the country to offer a superior television viewing experience to Indian households. systems. staff and super co-ordinate goals. Again it is not a simple relationship between strategy and structure. skills. Tata Sky aims to become India's largest digital television platform. although strategy is a critical aspect. Company profile according to 7S model: The 7S frame work was developed by the consultants at the McKinsey Company. offering consumers a wide array of programming choices with interactive features and superior picture and sound quality. structure. in US. In their view effective organizational change may be understood to be a complex relationship between strategy. 35 Adarsha College Of Management & Science .

With this aim in mind. 36 Adarsha College Of Management & Science .. TATA PVT LTD has plans for increase capacity. 1. SUPER CO-ORDINATE GOALS GOALS AND MAJOR ACTION PLANS: In 7-S frame work there is one variable termed as “super coordinate goals” which may be considered to be equivalent of the term “organizational purpose”.CUSTOMER SATISFACTION Because of interconnectedness of the variables it would be difficult to make significant progress in one area without making progress in the others as well. super ordinate goals refer to a set of values and aspirations that goes beyond the conventional formal statement of corporate objectives. Super ordinate goals are the fundamental ideas around which a business is built. According to the proponents of the McKinsey framework. as a reputed profitable company in India. The TATA limited has many values and aspirations such as • To reach the greatest heights in their fields of DTH Systems. The ultimate goal is to make TATA Pvt Ltd. They are the broad notions of future directions. They are its main values.

2. human development and growth into generate sustained surplus.. has 4 dimensional strategy as follows: • To establish the market leadership in DTH Systems. The TATA Ltd. productivity. within the frame work of the law and which pride in ethical values. • To provide good quality DTH to their customers and build a high degree of brand with them. • To have strategic alliances and create breakthrough with their own R&D. quality. vision and objectives & policies. 37 Adarsha College Of Management & Science . STRATEGY The concept of strategy includes the mission. always striving for excellence. • Bench mark their products and business processes • Committed to quality MISSION STATEMENT: To benefit society at large the innovation.CUSTOMER SATISFACTION • To strive for excellence in management and other long – range activities to ensure leadership.

CUSTOMER SATISFACTION • Investing in the core brands to meet ever-changing consumer expectations. Regular visits by HR team are being made to all plants to meet the employees and also interaction meetings are conducted to get their feed back. STRATEGY OBJECTIVES TATA PVT LTD has decided to increase the capacity by better utilization of man power POLICIES • QUALITY POLICY • Participation of all concerned in an atmosphere of cooperation & oneness • Importing training and enhancing development of all employees in the organization 38 Adarsha College Of Management & Science . • Offering quality products and value for money to the consumers. • Constantly controlling costs to be the lowest cost producer. • Participating with the government in policy formulation VALUES AND ASPIRATIONS Ensure success through high performance by people. based on which HR policies are improved continuously.

CUSTOMER SATISFACTION
• Delivering quality products, services at a competitive price & to achieve customer satisfaction on time • Achieving and sustaining leadership through a concerted effort towards creativity and innovation.

Facilitating absolute decision ,taking through the adequate use of data

• Promoting a team based culture, which encompasses human values and ethics

3. SYSTEM The concept of system includes the training & development system, performance evaluation system, recruitment, production planning & control, cost accounting procedure, capital budgeting system etc.,

TRAINING AND DEVELOPMENT IN TATA PVT LTD

Training in TATA PVT LTD is aimed at the systematic development of knowledge, skills, attitude and teamwork.

Training & development of personal skills is considered a high priority area for the TATA PVT LTD

39 Adarsha College Of Management & Science

CUSTOMER SATISFACTION

The organization philosophy revolves around the development of people in this own jobs in such a manner so as to prepare them to face any difficulties.

Enhancement of skills Suitable training is imparted to enhance the multiple skills of the executives and to enrich their multi-functional tasks. Programs are undertakes keeping in view the dynamic changes in the environment which are contributed by rapid technological obsolescence. Sever competition with emerging globalization of markets, increasing consumerism, new concepts of accountability and social responsibility among others.

Attitudinal change in the employee’s mindset This dramatically evolving environment for employees requires a paradigm shift in modernizing the mind set and in preparing them to confront issues, manage them carefully and achieve competitive dominance.

PERFORMANCE APPRAISAL
40 Adarsha College Of Management & Science

CUSTOMER SATISFACTION
People come first in the new business paradigm. The success of an organization essentially depends upon the effective harnessing and utilization of this resource. It is imperative for an organization to constantly nurture people and have their capabilities for optimal performance.

Performance evaluation aligns the organizational objectives with the individual’s performance and bridges the gap between the two through consistent performance, planning, review and development.

Criteria for appraisal: • Job knowledge • Customer satisfaction • Man management • Decision making • Human relations • Safety orientations • Planning and organization • Clarity in communication • Taking initiative in getting the job done
41 Adarsha College Of Management & Science

two sources will be identified such as: • Internal source • External source 42 Adarsha College Of Management & Science .CUSTOMER SATISFACTION • Fostering innovation and creativity • Ability to get along with others • Quality and quantity of work SCOPE: • Annual appraisal: Applicable to all regular employees who have completed minimum six months of service in the organization • Periodical appraisal: Applicable to trainers and probationers Procedure for recruitment: To fill up the vacancies as approved by the management.

data bank. and advertisements. Source where ever it may be mainly follows government rules and regulations before appointing new candidates. On receipts of applications through external sources. The recommended candidates for selection by the committee will be put through final interview with JMD & CEO or the selection papers will be put up to JMD & CEO for JMD & CEO offer letters will be issued subject to their medical fitness duly certified by our medical superintendent. The selection will be made based on the over all performance of the candidate and who has pee the company’s requirement. through screening will be done at the department tend. external source will be adopted either by approaching. employment offices.CUSTOMER SATISFACTION • Preference will be given for internal source by tapping the potentials of the employees possessing multiple skills who can be redeployed • In case on non redeployment of the existing employees. 43 Adarsha College Of Management & Science . The short listed candidates will be called & interviewed by a committee consisting of respective HOD/section heads & one representative from HR department.

The newly joined employees will be issued with a joining circular welcoming them for the company along with an advice to attend half day safety training programmed. group personal accident (GPA). the candidate will be required to fill up the joining report which includes nominations under provident fund. gratuity. STYLE Style is one of the seven levers which top managers can use to bring about organizational change. 4. Human Resource Department: • Working environment.CUSTOMER SATISFACTION On joining. • Health & safety. • Discipline. 44 Adarsha College Of Management & Science . The style of organization according to the McKinsey’s framework becomes evident through the patterns of actions taken by embers of the top management team over period of time. Presently two types of registers are maintained.

Working rules and regulations. TATA PVT LTD has various departments under its wing. In such a case.CUSTOMER SATISFACTION Work culture: • • • • • • • Effective communication. Organizational structures are there along with the departmental data. the required employee may be put on deputation for that specific job. At any point of time. It prescribes the formal relationships among various positions and activities. concerned departments may request the services of any employee of another department for a particular assignment. 5. Attendance. 45 Adarsha College Of Management & Science . It is the skeleton of the whole organization edifice. Paid holidays. Leave. Deputation. Probation. STRUCTURE The design of the organizational structure is a critical task of the top management of the organization.

Sever competition with emerging globalization markets. increasing consumerism. ENHANCEMENT OF SKILLS Suitable training is imparted to enhance the multiple skills of the executives and to enrich their multi-functional tasks. Programs are undertaken keeping in view the dynamic changes in the environment. which are contributed by rapid technological obsolescence. The term “skills” include those characteristics which most people are to describe a company’s distinctive competence. SKILLS: Waterman et al considers “skills” as one of the most crucial attributes or capabilities of an organization. The dominant skills are the distinctive competences of an organization are part or the organizational character.CUSTOMER SATISFACTION 6. STAFF: 46 Adarsha College Of Management & Science . 7. new concepts of accountability and social responsibility among others.

47 Adarsha College Of Management & Science . of functional areas before deciding on the final placement in consultation with the person concerned.CUSTOMER SATISFACTION In the McKinsey 7-S frame work the term “staff” has a specific connotation. In TATA PVT LTD has a well established system of recruiting graduates from well-known institutions and providing them with on the job training in a no. according to Waterman et-al the term “staff” refers to the way organizations introduce young recruits into the main stream of their activities and the manner in which they manage their careers as the new entrants develop into future managers.

followed by 28% belongs to 30-40 years age group. The majority of the end users are basically influenced by their work culture in their society. OF RESPONDENTS 54 28 14 4 100 Source: Survey PERCENTAGE OF RESPONDENTS 54% 28% 14% 4% 100% Interpretation: 54% of the respondents belong to the age group of 22-30. The nature of the work done is within house hold.CUSTOMER SATISFACTION CHAPTER 4 DATA ANALYSIS AND INTERPRETATION ANALYSIS AND INTERPRETATION OF CONSUMERS Table no 1: Age group of respondents AGE 22-30 30-40 40-50 Above 50 Total NO. 48 Adarsha College Of Management & Science .

but the age group between 22-30 is more dominant among respondents. Table No 2: Gender of the respondents 49 Adarsha College Of Management & Science .CUSTOMER SATISFACTION Chart: 1 AGEGROUPOFRES PONDENTS 22-30 30-40 40-50 Above 50 4% 14% 28% 54% Inference: The need of TATA Sky DTH systems is compulsory for all age group.

OF RESPONDENTS 78 22 100 Source: survey % OF RESPONDENTS 78% 22% 100% Interpretation: Most of the DTH Systems users were found to be male due to passion and status. They also show their profession and job carried out. Chart: 2 Gender of the respondents MALE FEMALE 22% 50 Adarsha College Of Management & Science 78% .CUSTOMER SATISFACTION SEX MALE FEMALE Total NO. And female respondents are more likely housewives with some social gathering status.

OF RESPONDENTS 52 18 % OF RESPONDENTS 52% 18% 51 Adarsha College Of Management & Science .CUSTOMER SATISFACTION Inference: Male respondents are more than female respondents because the products are usually more used by male. Table No 3: Qualification of the respondents QUALIFICATION GRADUATES POST GRADUATES NO.

. diploma holders etc.CUSTOMER SATISFACTION OTHERS Total 30 100 Source: survey 30% 100% Interpretation: It is found that the 52% of the uses are graduates in different fields mainly considering of the engineers and 18% of post graduates constituting of MBA. MCA. Chart: 3 52 Adarsha College Of Management & Science . MSc other constitute businessmen who have done job oriented courses.

OF RESPONDENTS % OF RESPONDENTS 52 52% 18 18% 30 30% GRADUATES POSTGRADUATES OTHERS Inference: According to the survey. Table No 4: Occupation of the respondents OCCUPATION NO.CUSTOMER SATISFACTION Qualificationof the respondents NO. majority of the respondents are educated and aware of the produce. OF % OF 53 Adarsha College Of Management & Science .

CUSTOMER SATISFACTION SELF EMPLOYED GOVT. successfully running their business and consultancy center and major users are the officials and students. Chart: 4 54 Adarsha College Of Management & Science . EMPLOYEES OTHERS Total RESPONDENTS 16 14 30 40 100 Source: survey RESPONDENTS 16% 14% 30% 40% 100% Interpretation: Depending on the occupation 16% is elf employed. EMPLOYED PVT.

Table No 5: Income group of the respondents 55 Adarsha College Of Management & Science .CUSTOMER SATISFACTION Occupationof the respondents 40 35 30 25 20 15 10 5 0 e l t T s i x A NO. so most of the respondents are employed. OF RESPONDENTS %OF RESPONDENTS Inference: Employment plays a vital role in buying process.

MBS’s and businessmen are conscious about their fair knowledge regarding DTH systems. Chart: 5 56 Adarsha College Of Management & Science . doctors. 10% of the respondents are self employed. OF RSPONDENTS 40 50 10 0 Source: survey % OF RSPONDENTS 40% 50% 10% 0% Interpretation: Majority of the population fall in the income group between 1 to 5 lakhs who are professional like engineers. Around 40% of the respondents fall below the 1 lakhs income group and are executives and officials who intend to buy DTH systems.CUSTOMER SATISFACTION INCOME GROUP LESS THAN 1 LAKHS 1 LAKHS TO5 LAKHS 6 LAKHS TO 15 LAKHS ABOVE 15 LAKHS NO.

CUSTOMER SATISFACTION Inference: Income of the consumers mainly decides the purchase decision of the buyers. Table No 6: Awareness level of the DTH Systems by the respondents 57 Adarsha College Of Management & Science .

V brands of DTH Systems because of their advertisement Brand loyalty Chart: 6 58 Adarsha College Of Management & Science .CUSTOMER SATISFACTION BRAND Dish T.V DD Direct Plus Star T.V Sun Direct TATA SKY Total NO. OF RESPONDENTS 34 35 25 18 30 100 Source: survey % OF RESPONDENTS 34% 35% 25% 18% 30% 100% Interpretation: Majority of population are aware of Doordarshan and Dish T.

OF RESPONDENTS % OF RESPONDENTS 59 Adarsha College Of Management & Science .CUSTOMER SATISFACTION Inference: DD Direct Plus is one of the well known brands of DTH Systems because it has got a good advertising strategy. Table No 7: Advertisement recall of DTH Systems in visual media ADVERTISEMENT NO.

V DD Direct Plus SUN Direct STAR T.CUSTOMER SATISFACTION TATA SKY DISH T.V has 13%.V has 28%. SUN Direct has 21% and STAR T. which makes it a close competitor to TATA SKY.V Yotal 30 28 31 21 13 100 Source: survey Interpretation: Majority of the population recall the visual advertisement of TATA SKY because of its brand image in other consumer durables DD share of 31%. 30% 28% 31% 21% 13% 100% Chart: 7 60 Adarsha College Of Management & Science . DISH T.

CUSTOMER SATISFACTION Inference: The advertising strategy is good but to attract more customers it need to enhance its advertisement. Table No 8: Buy intention of non-users DTH Systems BRANDS TATA SKY DISH T.V NO. OF RESPONDENTS 24 06 % OF RESPONDENTS 24% 06% 61 Adarsha College Of Management & Science .

low price and the awareness level. Sun Direct with 18% because of their quality and service aspect.CUSTOMER SATISFACTION DD Direct Plus SUN Direct STAR T.V Total 24 18 04 100 Source: survey Interpretation: Majority of the population prefer to buy TATA SKY and DOORDARSHAN because of its slim appearance. 24% 18% 04% 100% Chart: 8 62 Adarsha College Of Management & Science .

9: Important factors and attributes in buying behavior of the respondents ATTRIBUTES PRICE DURABILITY DESIGN BRAND NAME TECHNOLOGY 1 30 06 08 06 28 2 16 10 16 18 26 3 12 20 12 12 12 4 12 20 14 20 12 5 08 24 28 04 08 6 08 14 16 12 30 7 09 10 12 16 14 63 Adarsha College Of Management & Science . low price. Table No.CUSTOMER SATISFACTION Inference: The buying trend towards TATA SKY will increase because of its slimness.

Brand name and durability to be considered after the above and lastly with respect to design. Chart: 9 Important factors and attributes in buying behaviour of the respondents 2 2 0 1 0 8 1 1 1 1 5 1 6 1 4 14 1 4 3 1 1 11 2 1 2 1 0 00 9 0 8 8 8 8 8 7 6 666 6 6 6 66 6 5 5 5 5 5 4 4 4 4 4 4 4 4 4 33 3 33 3 3 3 2 2 2 2 0 1 2 3 4 5 6 7 PRIC DURABILIT & Science College Of Management 64 Adarsha E BRAND NAME SERVIC E Y TECHNOLOG Y DESIG N POWER CONSUMPTION .CUSTOMER SATISFACTION POWER CONSUMPTION SERVICE Total 10 16 100 8 10 06 12 10 100 16 12 100 20 14 100 06 22 16 100 100 100 Source: survey Interpretation: Price and technology are considered as very important attribute of buying followed by power consumption and serviceability as next important aspect. INDIA is a developing country and people are always worried about price fluctuations where a small decrease in price result in increased consumption in order to save some money.

OF RESPONDENTS 06 24 10 50 04 06 100 Source: survey PERCENTAGE 06% 24% 10% 50% 04% 06% 100% 65 Adarsha College Of Management & Science .10: Influencers in buying behavior of a DTH System INFLUENCER SPOUSE SHILDREN DEALER FRIENDS RELATIVES OTHERS Total NO.CUSTOMER SATISFACTION Inference: Inference: When asked about attributes of DTH Systems of TATA SKY most of the respondents have given positive answer. Table No.

Chart: 10 Inference: 66 Adarsha College Of Management & Science .CUSTOMER SATISFACTION Interpretation: With respect to the influencers in buying behavior. friends are considered as the most important influencers with 50% because. they create first impression on the respondents. dealers influence by 10%. spouse and others by 6% and relatives found to be at the lowest with only 4%. Children’s follow next as important influencing factor at 24%.

BEST MEDIUM MAGAZINE PAMPHLETS NEWS PAPERS TV Ads RADIO OTHERS Total NO. and 67 Adarsha College Of Management & Science . Table No.CUSTOMER SATISFACTION The opinion about TATA SKY DTH SYSTEM is good which in turn influence their friends to buy them.11: Best medium of information to customers regarding DTH Systems. OF RESPONDENTS 06 08 24 43 13 06 100 Source: survey PERCENTAGE 06% 08% 24% 43% 13% 06% 100% Interpretation: TV advertisements are considered as the most important influencer because. it creates the first impression on the audience and most influencing medium followed by News papers and Radios with 24%.

magazines and others. 68 Adarsha College Of Management & Science . it is the most influencing means of conversing.CUSTOMER SATISFACTION 13%. Chart: 11 Inference: Television is the best mode of communication message to the target audience. And the least informing media are pamphlets.

V Total NO.12: Different brands of DVD players owned by the respondents BRANDS TATA SKY DISH T.V DD Direct Plus SUN Direct STAR T. 22% of the respondents own TATA SKY.CUSTOMER SATISFACTION Table No. OF RESPONDENTS 22 19 35 13 11 100 Source: survey PERCENTAGE 22% 19% 35% 13% 11% 100% Interpretation: Majority of the population own DOORDARSHAN due to its technology and design. Chart: 12 69 Adarsha College Of Management & Science .

so it needs to change some attributes to improve its sales.CUSTOMER SATISFACTION Inference: The competition is very high. Table No.13: Over all performance of respondents to TATA SKY DTH Systems 70 Adarsha College Of Management & Science .

OF RESPONDENTS 40 36 22 01 01 100 Source: survey PERCENTAGE 40% 36% 22% 01% 01% 100% Interpretation: Majority of the population feel good with respect to over all performance of the product and 40% with good opinion and 36% as fair Chart: 13 71 Adarsha College Of Management & Science .CUSTOMER SATISFACTION RESPONSE EXCELLENT GOOD FAIR POOR BAD Total NO.

Table No. OF RESPONDENTS PERCENTAGE 72 Adarsha College Of Management & Science .14: Purchasing perception BRANDS NO.CUSTOMER SATISFACTION Inference: The performance of TATA SKY DTH SYSTEM according to the respondents is good but it needs to improve in some aspects.

CUSTOMER SATISFACTION TATA SKY DISH T. 22% of the respondents opt for TATA SKY mainly for its price and features. 22% 34% 18% 14% 12% 100% Chart: 14 73 Adarsha College Of Management & Science .V as having their second brand of DTH system due to its price.V Total 22 34 18 14 12 100 Source: survey Interpretation: Majority of the populations opt for Dish T. 34% of the respondents opt for Doordarshan for its quality.V DD Direct Plus SUN Direct STAR T. features and design aspects. size and service provided by them.

CUSTOMER SATISFACTION Inference: DISH T. Table No.15: Executive dealers of DTH Systems BRANDS NO.V is considered as strong competitors to TATA SKY as it has more consumer than TATA SKY. OF PERCENTAGE 74 Adarsha College Of Management & Science .

V DD Direct Plus SUN Direct STAR T. Chart: 15 75 Adarsha College Of Management & Science .DISH T.V each sharing the same dealers followed by others.CUSTOMER SATISFACTION TATA SKY DISH T.V Total RESPONDENTS 06 03 03 02 01 15 Source: survey 40% 20% 20% 13% 7% 100% Interpretation: The survey conducted shows the dealers for various brands in Kolar city with TATA SKY.

OF PERCENTAGE 76 Adarsha College Of Management & Science . Table No.CUSTOMER SATISFACTION Inference: The number of executive dealers of TATA SKY is better but it has to increase the number in order to capture more market share.16: Dealers counter size of DTH Systems COUNTER SIZE NO.

Chart: 16 77 Adarsha College Of Management & Science .CUSTOMER SATISFACTION LESS THAN 50 50-100 100-200 200 AND ABOVE Total RESPONDENTS 08 05 02 00 100 Source: survey 53% 33% 14% 00% 100% Interpretation: With respect to different types of DTH systems that dealer’s store are based on the demand and fast moving brands.

It has to indirectly enhance the demand for their products. Table No.CUSTOMER SATISFACTION Inference: Demand on some of the DTH Systems of TATA SKY brand is less. 78 Adarsha College Of Management & Science . 17: Average sales per month.

Chart: 17 79 Adarsha College Of Management & Science . OF RESPONDENTS 05 09 01 00 100 Source: survey PERCENTAGE 33% 60% 07% 00% 100% Interpretation: The above studies show that 48% of the dealers will sell only 5 units or less than 5 units per month.CUSTOMER SATISFACTION NO. OF UNITS LESS THAN 5 6 TO 10 11 TO 15 16 TO 20 Total NO. 40% of the dealers will sell 6 to 10 units per month and only 12% of the dealers will sell nearly 11 to 15 units per month.

CUSTOMER SATISFACTION Inference: Sales of TATA SKY in relatively less. Table No. OF PERCENTAGE 80 Adarsha College Of Management & Science .18: Consumer’s preference of DTH Systems today BRANDS NO. it need to take some sales promotional techniques.

V Total RESPONDENTS 30 22 18 16 14 100 Source: survey 30% 22% 18% 16% 14% 100% Interpretation: With respect to consumer preferences today.V.CUSTOMER SATISFACTION TATA SKY DISH T. price and heavy advertisements followed by DISH T. they prefer TATA SKY because of technology. product quality and durability. because of its reasonable price.V DD Direct Plus SUN Direct STAR T. Chart: 18 81 Adarsha College Of Management & Science .

V. Table No. 19: Companies offering DTH Systems along with Services 82 Adarsha College Of Management & Science .CUSTOMER SATISFACTION Inference: When its comes to Brand and preference of consumers TATA SKY lags behind DISH T.

CUSTOMER SATISFACTION DIFFERENT BRANDS TATA SKY DISH T. OF RESPONDENTS 48 29 12 07 04 100 Source: survey PERCENTAGE 48% 29% 12% 07% 04% 100% Interpretation: In boosting up the sales of DTH systems . Chart: 19 83 Adarsha College Of Management & Science .V Total NO.companies offered free Services.V DD Direct Plus SUN Direct STAR T.

CHAPTER 5 84 Adarsha College Of Management & Science .CUSTOMER SATISFACTION Inference: TATA with reference to DTH systems and DTH production has a healthy competition as there are not that many companies which offers services.

When people think of DTH Systems. DOORDARSHAN strikes first to their mind because of its frequency of viewing many programs.CUSTOMER SATISFACTION SUMMARY OF FINDINGS AND CONCLUSION • 35% of population is aware of DD because of its aggressive advertising campaigns and also its presence in other consumer durable products makes the consumers to recall the brand name. • After DOORDARSHAN’s wide awareness. satisfied consumers and dealers also hold the influencing weight age. who are considered as good influencers as they are the users of the product and their advice is considered in decision making spouse. TATA SKY and DISH T. • Advertises plays a major influences role as it is found in 30% of the cases as buying influencer. 85 Adarsha College Of Management & Science . others and relatives are considered in the hierarchy of influences regarding the purchase behavior knowledgeable people.V are enjoying the next awareness level in the market. It is first and also effective medium of consumer awareness of the products in the market. Friends and children constitute for 50% and 24% respectively.

86 Adarsha College Of Management & Science . • Price technology is very important attributes in buying as one third of consumers consider it very important. performance and low power consumption guided their choice. differentiated features.CUSTOMER SATISFACTION • 24% of the non-users of DTH Systems are viewing to buy TATA SKY due to its low price as the key attracting attributes are backed up its looks and availability. Indian consumers are very price sensitive and any slight decrease in price will have an impact on its usage. as these products are not replaced very often. TATA brand strategy is its penetrating price though it does not possess other features in its DTH systems. Saving power and durability are considered as the next important factor with 5 and 3% respectively • 24% of the people read news paper and television (43%). Buying behavior of consumers depends upon its price. Superior technology. • 24% of the non-users were willing to buy TATA SKY DTH SYSTEMS. durability and service. most of them watch news channels and very few match entertaining channels.

V and SUN Direct . Intensive competition in the market has compelled them to pass out major portion of margin provided by 87 Adarsha College Of Management & Science .STAR T. It is found that more than 60% of the potential market is untapped and only few DTH systems are operating in this market. DD Direct Plus.V. • Majority of the population (67%) feel good regarding overall performance of their DTH systems with regard to the attributes such as price. • Most of the consumers did not consider consumption. It is an indication to satisfy consumers by providing these facilities in their DTH System. service and design while purchasing their DTH Systems • TATA dealers are getting a good margin on the DTH systems from the company. technology and other added benefits. There is an opportunity for TATA to create awareness of the uses of DTH Systems among common public thereby increase the consumer lifetime value share.CUSTOMER SATISFACTION • 21% of the DTH Systems users are of TATA SKY followed by DISH T.

88 Adarsha College Of Management & Science .V with its price and looks has strengths and weaknesses are its product parts. looks and advertisements campaign.DISH T. • It is found that men take a lead in making the purchase decision (78%) and women areas are shown less interest. or its price and presence in other consumer durables.V are having executive leadership in the market. • It is found that major companies like TATA SKY. Its weakness lies in its product range. STAR T. This resulting in the form of sales at lower price than what the company proposes to sell.V. • Consumers mostly prefer TATA SKY (30%) because of its advertisements and also its low price range.V strength is its brand name. service and reach of the products to consumers and less competition in that segment. • TATA’s strength lies in its technology.SUN NETWORK and STAR T.CUSTOMER SATISFACTION the company to the consumers. which is its main future and weakness. DISH T.

CUSTOMER SATISFACTION CONCLUSION This study has to enabled to understand the different intricacies that are involved in the buyer behavior to purchase a consumer durable products.V in getting the attention of buyers. CHAPTER 6 RECOMMENDATIONS AND SUGGESTIONS RECOMMENDATIONS 89 Adarsha College Of Management & Science . Brand extensions seems to have worked extremely well for MNCs such as TATA and DISH T. since the market is huge to capture in days to come. such as TATA. The marketer’s huge potential with only 12% penetration in the population and in deed a sign for many DTH systems to enter the market. Major systems in DTH system are also involved in durable products to make their brands a success. vying with each other to get the attention of buyers. Customers to day are bombarded with advertisements in order to catch the attention of buyers. The competition hammered the profits to these companies and lot of money has to be pumped initially. The study throws light upon the different DTH systems in the market.

• Consumer awareness is less towards TATA because of their strong presence only in DTH systems products. • Since most of the people watch television and magazines. In such a way that the brand influencers like friends and children’s should be impressed for future brand pushes. • Most of the people prefer to buy from multi-brand dealers and show rooms. pamphlets. TATA can concentrate on displays and demonstrations in the consumer durable showrooms. Though 34% of populations are aware of TATA SKY and 16% of them could spontaneously recall the advertisements if given a change to think of DTH system. news paper and radio made an impact on consumers. It is useful for the TATA to make the advertisement that appeal to the masses emotionally by creating the interest in promoting that technology strength of their DTH system. It is useful for TATA to 90 Adarsha College Of Management & Science . People also prefer demonstration.CUSTOMER SATISFACTION • TATA should work on its brand image. 30% of the populations are aware of TATA SKY advertisement. exhibition of information.

The company should focus on these buying attributes in order to make TATA’s brand a success’s. 91 Adarsha College Of Management & Science . It is in the interest of the company to come with such activities of mass promotion through hoardings.DD DIRECT PLUS and SUN DIRECT giving complementary every purchase of the DTH system is also advisable for the company. SUGGESTIONS • In this competitive environment with many DTH systems using the strategy of discounts and other promotional offers like: DISH T. • The company should differentiate their product from their competitors keeping its strong attributes aesthetics and technology in promoting the brand. • The study throws light upon the performance.V. durability and price as main features beside the brands that determine the product that the customer will purchase.CUSTOMER SATISFACTION go for brand extensions in Indian market to develop and build a strong presence in consumer durable markets.

I request your co-operation in answering these 92 Adarsha College Of Management & Science .CUSTOMER SATISFACTION CHAPTER 7 APPENDICES AND ANNEXURE QUESTIONNAIRE – CONSUMERS I am doing a marketing research project on TATA SKY as part of my summer training.

1 lakhs to 5 lakhs [ ] d. Family income in Rupees per annum: a. You can tick more than one box if appropriate. Any other (please specify) ________________ 5. Telephone / Mobile: 4. Thank you. Graduation [ ] b.CUSTOMER SATISFACTION questions to the best of your knowledge so that my survey would be meaningful. I assure you that confidentiality of your responses will be maintained. above 15 lakhs [ ] 93 Adarsha College Of Management & Science . Education qualification a. Occupation: 6. Post graduation [ ] c. Age: Sex: M/F______ 3. Name: 2. Less than 1 lakhs [ ] c. 6 lakhs to 15 lakhs [ ] b. 1.

Rank the following factors and attributes given 1 for most important attributed and 7 for too least important with respect to DTH System. Which brands of DTH System are you aware of? a. _____________ 8.V [ ] DD Direct Plus [ ] 9. _____________ d. Attributes Price Durability 94 Adarsha College Of Management & Science Rank .CUSTOMER SATISFACTION 7.V [ ] SUN Direct[ ] DISH T. Do you recall any advertisement with regard to various brands? TATA SKY [ ] STAR T. _____________ b. If you are planning to buy a DTH System which brands do you intend to buy? Why? 10. _____________ c.

Who influence the purchase of your TATA SKY? Spouse [ ] Relatives [ ] Dealers [ ] ________________ Children [ ] Friends [ ] Others (please specify) 12. Which brand of DTH sytem do you own? ____________________________ 14.Which would be the best medium to inform you about these products? Magazine [ ] TV Advertisements [ ] ______ Pamphlets [ ] Radio [ ] Newspapers [ ] Others (please specify) 13. How is the over all performance of your TATA SKY? Excellent [ ] Good [ ] Fair [ ] Poor [ ] Bad [ ] 95 Adarsha College Of Management & Science .CUSTOMER SATISFACTION Design Brand name Technology Power consumption Service 11.

Thank you. I request your co-operation in answering these questions to the best of your knowledge so that my survey would be meaningful. I assure you that confidentiality of your responses will be maintained. Name of the firm: 3. Suppose you have to buy a DTH System again. Name of the dealer: 2. which brand will you prefer? ______________________________ QUESTIONNAIRE .CUSTOMER SATISFACTION 15. You can tick more than one box if appropriate.DEALERS In am doing a marketing research project on TATA SKY as part of my summer training. 1. Address: 96 Adarsha College Of Management & Science .

Which brands of DTH systems do you offer? DOORDARSHAN [ ] SUN NETWORK DISH T. : 5. Other than your regular margin what dealer promotional schemes do companies offer for promoting their brands? Brands Extra margin for exceeding target sales TATA SKY DISH T.CUSTOMER SATISFACTION 4. Over all DTH System sales per month 8.V [ ] 6. What is the counter size of DTH Systems? a. Contact No.V Gifts Prizes Others 97 Adarsha College Of Management & Science .V [ ] TATA SKY[ ] Others__________ [ ] STAR T. 200 and above [ ] 7. 50 – 100 [ ] d. Less than 50 [ ] c.V DD Direct Plus SUN Direct STAR T. 100 to 200 [ ] b.

Which are the companies offering free Services with DTH System? a. _____________ 11.CUSTOMER SATISFACTION 9. _____________ d. Whether the customer preferred branded or unbranded DTH System? If Branded. specify________________ Why? __________________________ 10. _____________ b. Which brands have the highest recall among DTH Systems? _____________________________________________ Why? ________________________________________ 98 Adarsha College Of Management & Science .What is the overall response for the above schemes? Excellent [ ] Fair [ ] Average [ ] 12. _____________ c.

CUSTOMER SATISFACTION CHAPTER 8 BIBLIOGRAPHY • • • Philip Kotler : Marketing Mix Philip Kotler : Marketing segmentation Philip Kotler : Product concept • Company journals • Magazines and News papers • History of television. corporate profile • www. manufacturing departments.com 99 Adarsha College Of Management & Science .TATA SKY.