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INTRODUCTION

In this research we have surveyed the preference and buying behavior of consumers for

news

paper. During this research we have interacted with people of ³surat´.after this research we came to know how people perceives these news paper on the variable like

price,quality,advertisement,satisfacation, act. The quality of services offered will determine customer satisfaction. For these reason, research on customer satisfaction is often closely associated with measurement of quality. There is lot of literature available on the relationship between customer satisfaction and service quality. The four leading newspaper that is«.. - Gujarat Samachar - Sandesh - Gujarat Mitra - Divya Bhaskar -Other

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1.1 About the Newspaper industry

James Augusta Hicky, an Englishman, gave India its first newspaper in January, 1780.The weekly Bengal Gazette, also known as Hicky¶s gazette, was a rag of sports with gossip about English society in Bengal. The newspaper closed down soon after, but it had fathered the birth of the Newspaper Industry in India. The first Indian-owned, Indian±language was Sambad Kaumudi, started in 1820 rather appropriately by RajRam Mohan Rai. Within a few years came the newspapers whose names sound more familiar to us:
y y y

Times of India in 1838 The Hindu in 1878 Malayalam Manorama in 1888

By 1941, about 4000 newspapers and magazines were in print 17 languages and the underlying them was the end of colonial rule. From the late-1970s onwards, the press stated becoming ³broad based´. This was the phase of progressive expansion in circulation of dailies across languages and linguistic regions including the hitherto dorman segments. In the late 1980¶s and the 1990¶s, Indian newspapers underwent a facelift in order to keep up with magazines and copy with the rise of television, which represent major competition for advertising revenues. Till the year 1995 the industry had a approximately 70% share in the total advertisement market. Today, India publishes more daily newspaper than any other country in Asia, covering a range of languages and cultural diversity that is unparallel in the world. In 2003 there were over 55,000 newspaper and parodies in India published in 101 languages and dialects and enjoying a circulation of above 142 million (exhibit 1 and 2) in India the industry has traditionally been ownerdriven and capital intensive with a high gestation period and it remains so. Newspapers are inherently local products, identified with a specific geographic market by the news and advertising conveyed about that market. Weekly and non-daily newspapers provide some local news, but not state, national or international information. In addition, the range of news and advertising provided by weeklies is limited, so it is rare for consumers to substitute non-daily as information sources.

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1.2 INTRODUCTION OF NEWS PAPER

1.2.1 Gujarat Samachar
Promoted by brothers Bahubali Shah and Shreyansh Shah, Gujarat Samachar (GS) has been operating for more than 72 years, more as a close kit, family -run business with older brother Shreyansh Shah involved in editorial and younger brother Bahubali Shah in charge of marketing. . Today, the group boasts of six editions including Ahmadabad, Baroda, Surat, Rajkot, Bhavnagar and Mumbai, as well as two satellite in Mehshana and Kheda, which are districts adjoining Ahmadabad

1.2.2 Sandesh
Sandesh Samachar began in journey in 1923, and by now have 5 editions, seven lakh plus circulation per day and 46 lakh plus readership, Until 1984 it had single edition published daily from Ahmadabad second edition from Baroda was launched in 1985 follows by Surat in 1989, Rajkot in 1990 and Bhavnagar in 1998.

The company went public in 1994 with a premium of Rs.90 on the value of Rs.10per share. The issue was oversubscribed by 15 times. The success of Sandesh can be summarized as under:       Strict quality control. Creating All India Marketing network. Substation profit for the company and liberal dividends for the Shareholders. Distribution network at every corner of Gujarat. Modernization and up gradation of printing units. Launching Health-Care division of Sandesh Limited, which is marketing FMCG products.

1.2.3. Divya Bhaskar
The Bhaskar Group launched its Gujarati newspaper ³Divya Bhaskar´ in June 2003 from Ahmadabad. The Ahmadabad launch was carried through an elaborate consumer contact program, a door-to-door survey, As a result, 8 lake plus households in Ahmadabad and 3.5 lakh households in the upcountry districts like Mehshana and Anand, were called on in the month of March 2003

1.2.4. Others
In other We have surveyed the performance and behavior of various news paper like times of India, Mid-day, Patrika, Mega Gujarat, etc..
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´ H1: Strategies of price of the newspapers are uncorrelated with occupation 4 . This research has been carried out to know what a publisher can do to increases his sales of news paper. Problem statement A large number of newspaper agencies are present.1 RESEARCH OBJECTIVES This project is based on the study of customer satisfaction with service quality of various news papers. so as to attract customer among the difference news paper available. What improvement can be done in the contents or material of paper.Chapter no 2 2.2 Hypotheses Certain Hypotheses are chalked out to understand properly and statistically analyze the issues regarding the research question. Objective of the study are (1) The objective is to know about customer satisfaction level associated with the customer preference level. (2) The important objective of this study is to determine the information provided by the newspaper to the customer. Customers have a different preference level over bying the news paper. 2. 2.

RESEARCH METHODOLOGY The researcher has undertaken a research study on ³The study of customer satisfaction with service quality of various news papers´. Sampling is done based on convenience non-probability sampling method because as the topic of research is very vast.1 Research design We will design a questionnaire based on newspaper problem such as.2 Sample Size The total sample size was taken 100 respondents for filling up the questionnaire. The data had been used to cover various aspects like consumption. After the detail study an attempt has been made present comprehensive analysis of consumption of news paper. 4. satisfaction quality service price print variety 3. 1.0 software for data analysis of over study. The research is made with a clear objective the customer satisfaction level measurement with respect to the newspaper they prefer.100 respondents are divided in to 20 respondents of each newspaper. 3. 5. 3. The research study was undertaken by containing 100 respondents using Questionnaire. Gujarat Samachar ± 20 Respondents Sandesh Divya Bhaskar Gujarat Mitra ± 20 Respondents ± 20Respondents ± 20 Respondents 5 . 6. 2. consumer¶s preferences and customer satisfaction. We have use SPSS 15.Chapter no 3.

3Sources of data collection The information need of research is such that it requires primary and secondary data.3 Limitations y As the market of Newspaper is very vast. (2) Secondary data :The secondary data was collected from internet references books from library 3. Some of the respondents were reluctant to give the correct information about the research area. (1) Primary data: the primary data comprises information survey of this project has been collected directly from respondent with the help of structured questionnaires. y y 6 . Due to less time period covered a small sample as research report.3. it is difficult to conclude anything based on the response of such a small sample size of 100 respondents.

7 .Analysis of the study Gender of the respondent frequency valid male female total 52 48 100 percent 52 48 100 valid percent 52 48 100 cumulative % 52 100 55 percentage 50 45 male female INTERPRETATION As per the above frequency table and bar graph it indicate that out of 100 respondent there are 52 respondents are male and 48 are female.Chapter no 4 .

32% are in between 20 to 30 .Age of the respondents valid below20 20-30 30-40 above40 total frequency 12 32 36 20 100 percent 12 32 36 20 100 valid percent 12 32 36 20 100 cumulative % 12 44 80 100 percentage 40 30 20 10 0 below20 20-30 30-40 above40 INTERPRETATION As per the above frequency table and bar graph it indicate that out of 100 respondent 12% are below 20 year . 36% are in between 30 to 40 and remaining 20% are above 40 years 8 .

Occupation of the respondent frequency valid student house wife employee business 22 18 24 36 percent 22 18 24 36 valid percent 22 18 24 36 cumulative% 22 40 64 100 total 100 100 100 percentage 40 30 20 10 0 student house wife e ployee INTERPRETATION As per the above table and bar graph it indicate that out of 100 respondent There are 22 % respondents are from student category. 24% are from employee and 36 % are from business category   buisness 9 . 18 % are from house wife.

1Divya Bhaskar 4. 20% are says may be and remaining 10% are can¶t says. ¡ yes no aybe cant say 10 . 10% are says no .4.1.ASatisfied with the print and material yes no maybe Cant say Total Frequency 12 2 4 2 20 Percent 60 10 20 10 100 Valid Percent 60 10 20 10 100 Cumulative Percent 60 70 90 100 Percent 100 50 0 Interpretation As per the above frequency table and bar graph it indicate that out of 20 respondent 60% says yes .

Bsatisfied with the availability of news paper Frequency yes no Maybe cant say Total 20 0 0 0 20 Percent 100 0 0 0 100 Valid Percent 100 0 0 0 100 Cumulative Percent 100 0 0 0 100 Percent 150 100 50 0 yes no Maybe cant say Interpretation As per the above frequency table and bar graph it indicate that out of 20 respondent 100% satisfied with availability of newspaper. 11 .4.1.

4.1. ¢ yes no a ybe Cant say 12 .cSatisfied with the price of newspaper Cumulative Percent 80 100 Frequency yes no maybe Can¶t say Total 16 4 0 0 20 Percent 80 20 0 0 100 Valid Percent 80 20 0 0 100 Percent 100 50 0 Interpretation As per the above frequency table and bar graph it indicate that out of 20 respondent 80% are satisfied and 20% are not satisfied with the price of newspaper.

1.dSatisfied with the service provided by news papers Valid Percent 50 30 20 0 100 Frequency Valid yes no maybe Can¶t say total 10 6 4 0 20 Percent 50 30 20 0 100 Cumulative Percent 50 80 100 Percent 60 50 40 30 20 10 0 Interpretation As per the above frequency table and bar graph it indicate that out of 20 respondent 50% are satisfied and 30% are not satisfied. 20% says maybe with the newspaper. £ ¤£ yes may e ¥ ca tsay 13 .4.

4. 20% says maybe with the newspaper. ¦ yes no aybe can't say 14 .1. Frequency yes no maybe can't say total 10 6 4 0 20 Percent 50 30 20 0 100 Valid Percent 50 30 20 0 100 Cumulative Percent 50 80 100 Percent 60 40 20 0 Interpretation As per the above frequency table and bar graph it indicate that out of 20 respondent 50% are satisfied and 30% are not satisfied.ESatisfied with coverage of advertisement.

40% are like change in detailed.1. § price quality sche e detailed clairity 15 .10% are like change in scheme. 30% are like change in quality. 10% are like change in clarity.4.FWhat change you like in your news paper Frequency price quality scheme detailed clarity Total 2 6 2 8 2 20 Percent 10 30 10 40 10 100 Valid Percent 10 30 10 40 10 100 Cumulative Percent 10 40 50 90 100 Perce t 50 40 30 20 10 0 Interpretation As per the above frequency table and bar graph it indicate that out of 20 respondent 10% are like change in price.

2 Gujarat Mitra 4.4.ASatisfied with the print and material Frequency yes no maybe 9 8 2 Percent 45 40 10 Valid Percent Cumulative Percent 45 45 40 85 10 95 cant' say Total 1 20 5 100 5 100 100 Perce t 50 40 30 20 10 0 Interpretation As per the above frequency table and bar graph it indicate that out of 20 respondent 45% says yes . 40% are says no . 10% are says may be and remaining 5% are can¶t says. ¨ yes no may e cant' say 16 .2.

© yes no may e can't say 17 .4.BSatisfied with the availability of news paper Frequency yes no maybe can't say total 18 2 0 0 20 Percent 90 10 0 0 100 Valid Percent 90 10 0 0 100 Cumulative Percent 90 100 0 0 Percent 100 50 0 Interpretation As per the above frequency table and bar graph it indicate that out of 20 respondent 90% are satisfied and 10% are dissatisfied with the availability of news paper.2.

2.CSatisfied with the price of newspapers Frequency yes no maybe can't say total 19 1 0 0 20 Percent 95 5 0 0 100 Valid Percent 95 5 0 0 100 Cumulative Percent 95 100 Percent 100 80 60 40 20 0 Interpretation As per the above frequency table and bar graph it indicate that out of 20 respondent 95% are satisfied and 5% are dissatisfied with the price of news paper.4.  yes no aybe can'tsay 18 .

 yes no aybe can'tsay 19 ..2.4.D Satisfied with the service provided by the news paper Frequency yes no maybe can't say total 11 6 3 0 20 Percent 55 30 15 0 100 Valid Percent 55 30 15 0 100 Cumulative Percent 55 85 100 Percent 60 50 40 30 20 10 0 Interpretation As per the above frequency table and bar graph it indicate that out of 20 respondent 55% are says yes and 30% are says not and 15% says.

5% says maybe with the coverage of advertisement.  yes no a ybe can't say 20 .E satisfied with the coverage of advertisement Frequency yes no maybe can't say total 12 7 1 0 20 Percent 60 35 5 0 100 Valid Percent 60 35 5 0 100 Cumulative Percent 60 95 100 Percent 100 50 0 Interpdritation As per the above frequency table and bar graph it indicate that out of 20 respondent 60% are satisfied and 35% are not satisfied.2.4.

10% are like change in clarity.    rice ality sc eme etail clarity  21 .4. 25% are like change in detailed.2.5% are like change in scheme.FWhat change you like in news paper Frequency price quality scheme detail clarity Total 2 10 1 5 2 20 Percent 10 50 5 25 10 100 Valid Percent 10 50 5 25 10 100 Cumulative Percent 10 60 65 90 100 Percent 60 40 20 0 Percent Interpretation As per the above frequency table and bar graph it indicate that out of 20 respondent 10% are like change in price. 50% are like change in quality.

4. 10% are says may be. Gujarat samachar 4.A Satisfied with the print/material of news paper Frequency yes no maybe can't say total 13 5 2 0 20 Percent 65 25 10 0 100 Valid Percent 65 25 10 0 100 Cumulative Percent 65 90 100 Perce t 80 60 40 20 0 Percent Interpretation As per the above frequency table and bar graph it indicate that out of 20 respondent 65% says yes .3.3. 25% are says no .  yes no may e can'tsay 22 .

4.3.  yes no aybe can't say 23 . B Satisfied with the availability of news paper Frequency yes no maybe can't say total 19 1 0 0 20 Percent 95 5 0 0 100 Valid Percent 95 5 0 0 100 Cumulative Percent 95 100 Percent 100 80 60 40 20 0 Interpretation As per the above frequency table and bar graph it indicate that out of 20 respondent 95% are satisfied and 5% are not satisfied.

4. 24 .C Satisfied with the price of newspaper Frequency yes no maybe can't say total 17 3 0 0 20 Percent 85 15 0 0 100 Valid Percent 85 15 0 0 100 Cumulative Percent 85 100 Perce t 100 80 60 40 20 0 yes no may e can't say Interpretation As per the above frequency table and bar graph it indicate that out of 20 respondent 85% are satisfied and 15% are not satisfied.4.

4. Frequency yes no maybe can't say total 13 6 1 0 20 Percent 65 30 5 0 100 Valid Percent 65 30 5 0 100 Cumulative Percent 65 95 100 Percent 80 60 40 20 0 Interpretation As per the above frequency table and bar graph it indicates that out of 20 respondent 65% are satisfied and 30% are not satisfied and 5% are maybe. ! yes no a ybe can'tsay 25 .4. D Satisfied with the service provided by newspapers.

40% are says no . Frequency yes no maybe can't say Total 8 8 1 3 20 Percent 40 40 5 15 100 Valid Percent 40 40 5 15 100 Cumulative Percent 40 80 85 100 Percent 50 40 30 20 10 0 Interpretation As per the above frequency table and bar graph it indicate that out of 20 respondent 40% says yes . 5% are says may be and remaining15% are can¶t says. " yes no may e can't say 26 .4.4. E Satisfied with the coverage of advertisement.

25% are like change in quality.4. F What Change you like in newspaper. 15% are like change in clarity # price quality sche e detail cliearity 27 .40% are like change in scheme. Frequency price quality scheme detail clarity Total 3 5 1 8 3 20 Percent 15 25 5 40 15 100 Valid Percent 15 25 5 40 15 100 Cumulative Percent 15 40 45 85 100 Percent 50 40 30 20 10 0 Interpretation As per the above frequency table and bar graph it indicate that out of 20 respondent 15% are like change in price. 5% are like change in detailed.4.

4. $ yes no a ybe can't say 28 . A Satisfied with the print/material of news paper Frequency yes no maybe can't say total 13 5 2 0 20 Percent 65 25 10 0 100 Valid Percent 65 25 10 0 100 Cumulative Percent 65 90 100 Percent 80 60 40 20 0 Interpretation As per the above frequency table and bar graph it indicates that out of 20 respondent 65% are satisfied and 25% are not satisfied and 10% are maybe.4. Sandesh 4.4.

4. % 29 . B Satisfied with the availability of news paper Frequency yes no maybe can't say total 16 3 1 0 20 Percent 80 15 5 0 100 Valid Percent 80 15 5 0 100 Cumulative Percent 80 95 100 Percent 100 80 60 40 20 0 yes no a ybe can't say Interpretation As per the above frequency table and bar graph it indicates that out of 20 respondent 80% are satisfied and 155% are not satisfied and 5% are maybe.4.

4. & yes no aybe con't say 30 .4. C Satisfied with the price of newspaper Frequency yes no maybe can't say total 17 3 0 0 20 Percent 85 15 0 0 100 Percent 85 15 0 0 100 Cumulative Percent 85 100 Percent 100 80 60 40 20 0 Interpretation As per the above frequency table and bar graph it indicate that out of 20 respondent 85% are satisfied and 15% are not satisfied.

4. Frequency yes no may be can't say total 13 1 6 0 20 Percent 65 5 30 0 100 Percent 65 5 30 0 100 Cumulative Percent 65 70 100 Percent 70 60 50 40 30 20 10 0 yes no may be can't say Interpretation As per the above frequency table and bar graph it indicates that out of 20 respondent 65% are satisfied and 5% are not satisfied and 30% are maybe. D Satisfied with the service provided by newspapers. 31 .4.

10% are says may be and remaining15% are can¶t says. 32 . 35% are says no .4.4 .E Satisfied with the coverage of advertisement Frequency yes no maybe can't say Total 8 7 2 3 20 Percent 40 35 10 15 100 Percent 40 35 10 15 100 Cumulative Percent 40 75 85 100 Perce t 50 40 30 20 10 0 yes no maybe can't say Interpretation As per the above frequency table and bar graph it indicate that out of 20 respondent 40% says yes .

20% are like change in scheme. 1 0 )( rice a lity sc eme e tail clarity ' As per the 33 . F What Change you like in newspaper. 25% are like change in quality.5.80% satisfied and reaming 20% were half filled so neglected.4. Others.35% are like change in detailed. Frequency price quality scheme detail clarity Total 2 5 4 7 2 20 Percent 10 25 20 35 10 100 Percent 10 25 20 35 10 100 Cumulative Percent 10 35 55 90 100 Percent 40 20 0 Interpret ation above frequency table and bar graph it indicate that out of 20 respondent 10% are like change in price.. 4. We have served 20 respondent of other news paper.4. 10% are like change in clarity. These are the respondents who are not reading Guajarati news paper.

00 0 1 1 0 2 Can¶t say 1 0 0 1 2 Total yes 1 1 1 1 4 Total Chi-Square Tests Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 4 5.00 22.no 5 5. Sig. (2sided) 3 0.605577 34 . 2 0.135961 0.5.0% N 100 Total Percent 100.00 36.266667 4 1 Assumption significations value is higher than 0.0% N 96 Missing Percent 96.261464 3 0.1Analysis of Hypothesis test Case Processing Summary Cases Valid N person * price 4 Percent 4.00 24. so that null hypotheses is not rejected.Che.545177 df Asy p.0% Person * price Cross tabulation Count price yes person 18.

Chapter no 6.  Most of the respondents said that they are not satisfied with Divya Bhaskar because of the high coverage of advertisement. 6. 4. 35 .  In Sandesh most of respondent are not satisfy with the detail news of news papers.  Comparison to other. 6.2Recommendations and suggestion 1. 2. Improving the quality of paper by Gujarat Mitra as well as introducing promotional plans as done by other newspaper to compete in the market. Sandesh needs to concentrate on increasing the detail news.  Most of the respondents said that they are not satisfied with the print material of gujratmitra newspaper because of poor quality. Gujarat Samachar concentrate on service of newspapers. Comparison to other news paper most of respondent not satisfied with the service provided by the newspaper. in gujratsamachar news paper they are not satisfied with the service provided by the news paper or also I think gujratsamachar not given proper business news. Hence.1Conclusion A survey of the people has been conducted to know the satisfaction level of various news papers. Divya Bhaskar needs to concentrate on reducing the coverage of advertisement. They said that sometimes approximately 50 to 60% of the pages are covered by the advertisement. they should improve the quality of supplements. 3.

india.Bibliography Reference books:  Marketing Research.com 36 .gujaratsamachar. By Bhattacharya Websites: www.Berry  Research Methodology.C.com www.7.com www.sandesh.divyabhaskar. By G.net www.

Sandesh 2) Are news paper easily available? Yes No May be Cant¶ say 3) Do you satisfied with the price of news paper? Yes No May be Cant¶ say 4) Are you satisfied with the service provide by your news paper? Yes No May be Cant¶ say 5) Are you satisfied with the coverage of advertisement? Yes No May be Cant¶ say 6) What change you like in news paper? Price News detailed Quality Promotional scheme Clarity 37 . Annxture: QUESTIONNAIRE With honor. doing a research on customer satisfaction with the service quality of various NEWS PAPER.5.. Gujarat Samachar 5. We are student of D. Age: 3. 1. Thank you for spending your valuable time with us. Gender: Male Female 4. if you give proper and right answer of our questions. Personal Information 1. Gujarat Mitra 4. Daily which news paper you purchased? 1. VNSGU.B. Name: 2. This information collected is purely for academic purpose & would be kept confidential.M. Others 1) Are you satisfied with the print/material of your news paper? Yes No May be Cant¶ say 2.I. We will be thankful. Occupation: Student Employee House Wife Business 5. Surat. Divya Bhaskar 3.

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