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A

Project Report
On
TO STUDY CUSTOMER SATISFACTION OF MI MARATHA .

At
MI MARATHA INFORMATIVE SOLUTION PVT.LTD, PUNE

Submitted
By
MAHADEO KUMBHAR

Under the guidance


Of
PROF. SUNIL CHOUGULE

Submitted
To
UNIVERSITY OF PUNE
In partial fulfilment of the requirement for award of the degree of Master of Business administration
(MBA)
(2013-2015)
At
All India Shri Shivaji memorial societys Institute of Management (MBA) Pune 411001

ACKNOWLEDGEMENT

At the start , I would like to express my sincere gratitude to PROF.


SUNIL CHOUGULE, my project guide from AISSMS, INSTITUTE OF
MANAGEMENT ,Pune 411001 for success full completion of a project in partial
fulfilment of Master of Business Administration (M.B.A) under his/her able guidance to
allow me to work on such an interesting subject He / She provided me proper and correct
direction for completion of project work . His/her continuous guidance during the course
of project helped me in channelizing my efforts , quite appropriately .I am also thankful to
Mr.Rupesh Luniya (Business Development Executive),MI MARATHA INFORMATIVE
SOLUTION Pvt . Ltd. for guidance given and cooperation external for carrying out the
project. I am also thank full to all the respondents and friends who have helped me to
conclude the contents of the project in decent and presentable manner.

Date:-

Name:-Kumbhar Mahadeo Tanaji

Place:-Pune

Course Name:-M.B.A-II (SEM-III)


Roll No:-25

Counter Sign

Signature of the candidate

LIST OF CONTENTS

Chapter No.

INDEX

1
2

INTRODUCTION TO TOPIC
COMPANY PROFILE

INDUSTRY PROFILE

OBJECTIVES

SCOPE OF WORK

RESEARCH METHODOLOGY

7
8

DATA COLLECTION AND ANALYSIS


FINDING

9
10

CONCLUSION
SUGGETION

11

LIMITION

12

BIBILIOGRAPHY

13

ANNEXRUE OF FEEDBACK FORM OF CUSTEMER

Page No.

EXECUTIVE SUMMARY
At project the project title Customer Satisfaction Suggests that
the project report is all about the technical and the commercial aspect of the company
.while doing survey I realise that things learnt from the book are quite different from the
actual practice in field. The company has facilities located throughout India .
The survey involved gathering wide information about the company has
Its products, customer satisfaction and impact of various competitive firms an the
company needs to focus more to improve the efficiency of marketing team of Mi Maratha.
The research was basis, the conducted collection through collection of
primary and secondary data . Secondary data was collected through visiting a well-framed
questionnaire ,of which later a detailed analysis was done using various statistical I.T
tools like MSWord and MS Excel.
On the basis ,the secondary data analysis and the extensive analysis of
primary data , interpretations were draw for the questions and conclusion is drawn. Certain
suggestions are also drawn from the analysis to help enhance the future growth and
prospects of the company.
This part directly shows whether the customer are satisfied with the
products and services of Mi Maratha and criticizes the part of the company.

CHAPTER-1
INTRODUCTION

Why Organizations Focus on Customer Satisfaction


Businesses monitor customer satisfaction in order to determine how to increase their
customer base, customer loyalty, revenue, profits, market share and survival. Although
greater profit is the primary driver ,exemplary businesses focus on the customer and
his/her experience with the organization. They work tomake their customers happy and see
customer satisfaction as the key to survival and profit. Customersatisfaction in turn hinges
on the quality and effects of their experiences and the goods or services theyreceive.

Customer Satisfaction
The definition of customer satisfaction has been widely
debated as organizations increasingly attempt to measure it. Customer satisfaction can be
experienced in a variety of situations and connected to both goods and services. It is a
highly personal assessment that is greatly affected by customer expectations. Satisfaction
also is based on the customers experience of both contact with the organization (the
moment of truth as it is called in business literature) and personal outcomes. Some
researchers define a satisfied customer within the private sector as one who receives
significant added value to his/her bottom linea definition that may apply just as well to
public services. Customer satisfaction differs depending on the situation and the product or
service. A customer may be satisfied with a product or service, an experience, a purchase
decision, a sales person, store, service provider, or an attribute or any of these. Some
researchers completely avoid satisfaction as a measurement objective because it is too
fuzzy an idea to serve as a meaningfulbenchmark.4 Instead, they focus on the customers
entire experience with an organization or service contact and the detailed assessment of
that experience. For example, reporting methods developed for health care patient surveys
often ask customers to rate their providers and experiences in response to detailed
questions such as, How well did your physicians keep you informed? These surveys
provide actionable data that reveal obvious steps for improvement .Customer
satisfaction is a highly personal assessment that is greatly influenced by individual
expectations Some definitions are based on the observation that customer satisfaction or
dissatisfaction results from either the confirmation or disconfirmation of individual
expectations regarding a service or product. To avoid difficulties stemming from the
kaleidoscope of customer expectations and differences, some experts urge companies to
concentrate on a goal thats more closely linked to customer equity. Instead of asking
whether customers are satisfied, they encourage companies to determine how customers
hold them accountable Customer satisfaction, a business term, is a measure of how
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products and services supplied by accompany meet or surpass customer expectation. It is


seen as a key performance indicator within business Customer satisfaction depends on the
products performance relative to a buyers expectation, the customer is dissatisfied.
Insurance is the only carrier that did not experience a decline in satisfaction. Though
consumers report their insurance carriers are resolving their claims and problems faster.
Businesses survive because they have customers who are willing to buy their products or
services. However, many businesses fails to check in with their customers to determine
whether they are happy or not and what it will make to make or keep them happy.
Customers are the best source of information. Whether to improve an existing product or
service or whether firms are planning to launch something new. There is no substitution
for getting it from horses mouth When you talk to your customer directly, to increase
your odds for achieving success you mistakeproofyour decisions and work on what
really matters. When you routinely ask the customers for feedback and involve them in
business they, in turn, become committed to the success of your business.

Customer Satisfaction Measurement: A basic and effective base line customer satisfaction survey program should focus on
measuring customer perceptions of how will the company delivers on the critical success
factors and dimensions of the business as defined by the customers:

For example:
Service Promptness
Courtesy of Staff
Responsiveness
Understanding the customer problem, etc.
The findings of the company performance should be analyzed both with all customers and
by key segments of the customer population. The essential starting point for Customer
Satisfaction Measurement (CMS) is exploratory research. Since satisfaction is about an
organizations ability. To meet customer requirement one has to start by clarifying with
customers exactly what those requirements are. This is done through exploratory research
using focus groups or one to one depth interviews. Two main factors determine the
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accuracy of CMS. The first is the asking the right question and the second is the asking
them to the right people sample of customers which accurately reflects the customer base.
Three things decide the accuracy of a sample. They are:
It must be representative.
It must be randomly selected.
It must be adequate enough.

Methodologies:American Customer Satisfaction Index (ACSI) is a scientific standard of


customer satisfaction. Academic research has shown that the national ACSI score is a
strong predictor of Gross Domestic Product(GDP) growth, and an even stronger predictor
of Personal Consumption Expenditure (PCE) growth. On the microeconomic level,
research has shown that ACSI data predicts stock market performance, both for
marketindices and for individually traded companies. Increasing ACSI scores has been
shown to predict loyalty, word-of-mouth recommendations, and purchase behaviour. The
ACSI measures customer satisfaction annually for more than 200 companies in 43
industries and 10 economic sectors. In addition to quarterly reports, the ACSI
methodology can be applied to private sector companies and government agencies in order
to improve loyalty and purchase intent. Two companies have been licensed to apply the
methodology of the ACSI for both the private and public sector: CFI Group, Inc. applies
the methodology of the ACSI offline, and Foresee Results applies the ACSI to websites
and other online initiatives. ASCI scores have also been calculated by independent
researchers, for example, for the mobile phones sector, higher education, and electronic
mail. The Kano model is a theory of product development and customer satisfaction
developed in the 1980s by Professor Noriaki Kano that classifies customer preferences
into five categories: Attractive, One-Dimensional, Must-Be, Indifferent, Reverse. The
Kano model offers some insight into the product attributes which are perceived to be
important to customers. Kano also produced a methodology for mapping consumer
responses to questionnaires onto his model. SERVQUAL or RATER is a service-quality
framework that has been incorporated into customer-satisfaction surveys (e.g., the revised
Norwegian Customer Satisfaction Barometer) to indicate the gap between customer
expectations and experience .J.D. Power and Associates provides another measure of
customer satisfaction, known for its top-box approach and automotive industry rankings.
J.D. Power and Associates' marketing research consists primarily of consumer surveys and
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is publicly known for the value of its product awards. Other research and consulting firms
have customer satisfaction solutions as well. These include A.T.Kearney's Customer
Satisfaction Audit process, which incorporates the Stages of Excellence which helps define
a companys status against eight critically identified dimensions. For Business to Business
(B2B) surveys there is the Info Quest box. This has been used internationally since 1989
on more than 110,000 surveys (Nov '09) with an average response rate of 72.74%. The box
is targeted at "the most important" customers and avoids the need for a blanket survey.

Improving Customer Satisfaction:Published standards exist to help organizations


develop their current levels of customer satisfaction. The International Customer Service
Institute (TICSI) has released The International Customer Service Standard (TICSS).
TICSS enables organizations to focus their attention on delivering excellence in the
management of customer service, whilst at the same time providing recognition of success
through a 3rdParty registration scheme. TICSS focuses an organizations attention on
delivering increased customer satisfaction by helping the organization through a Service
Quality Model. TICSS Service Quality Model uses the 5 P's - Policy, Processes People,
Premises, Product/Services, as well as performance measurement. The implementation of
a customer service standard should lead to higher levels of customer satisfaction, which
interns influences customer retention and customer loyalty.

Customer Satisfaction Surveys:


Surveys and questionnaires are the most common marketing research methods.
Typically, they are used to:
Assess the level of customer satisfaction with a particular product, service
or experience
Identify factors that contribute to customer satisfaction and dissatisfaction;
Determine the current status or situation of a product or service;
Compare and rank providers;
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Estimate the distribution of characteristics in a potential customer


population; or
Help establish customer service standards.

Benefits and Challenges:Surveys allow an organization to quickly capture vital information with relatively little
expense and effort. A primary advantage of this method is its directness: the purpose is
clear and the responses straightforward. Additionally, the information gathered by
surveys can easily be analyzed and used to identify trends over time. The public views
consumer product polls and pollsters in a generally positive manner compared to political
and other polls. One study found that at least sixty percent of the public feels that market
research about products and services has a positive impact on society. Seventy percent
consider the people who conduct such surveys to have positive impacts on society. A
major disadvantage of customer surveys is that the responses may be influenced by the
measurement itself through various forms of bias. For example, most surveys are
voluntary, and some researchers have found differences between survey respondents and
non-respondents. People who respond to surveys answer questions differently than those
who do not respond, and late responders answer differently than early responders

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CHAPTER 2
COMPANY PROFILE

12

HISTORY OF MI MARATHA INFORMATIVE SOLUTIONS


PRIVATE LIMITED
Mi Maratha Informative Solutions Private Limited is a Private
Company incorporated on 11 October 2013. It is classified as Indian Non-Government
Company and is registered at Registrar of Companies, Mumbai.
Mi Maratha Informative Solutions Private Limited's Corporate Identification Number is
(CIN) U74120MH2013PTC249093 and its registration number is 249093. Its registered
address is 703, C-WING, VINUS BUILDING, 12 BHAKTI PARK, ANIK-WADALA
LINK ROAD,, MUMBAI - 400031, Maharashtra INDIA.
There are 3 directors of Mi Maratha Informative Solutions Private Limited. Current status
of Mi Maratha Informative Solutions Private Limited is - Active.

Company Information
Corporate Identification Number

U74120MH2013PTC249093

Name

MI MARATHA INFORMATIVE
SOLUTIONS PRIVATE LIMITED

RoC

RoC-Mumbai

Registration Number

249093

Company Category

Company limited by shares

Company Sub Category

Indian Non-Government Company

Class of Company

Private Company

Authorised Capital (in Rs.)

5,000,000

Paid up capital (in Rs.)

2,000,000

Number of Members(Applicable only in

0
13

case of company without Share Capital)


Date of Incorporation

11 October 2013

Address 1

703, C-WING, VINUS BUILDING, 12


BHAKTI PARK,

Address 2

ANIK-WADALA LINK ROAD,

City

MUMBAI

State

Maharashtra

Country

INDIA

Pin

400031

Whether listed or not

Unlisted

Date of Last AGM

N/A

Date of Balance sheet

N/A

Company Status (for Filing)

Active

Directors
Director Identification Number

Name

03045664

VINAYAK TUKARAM METE

03311923

PRASAD KISHOR PARASWAR

03543531

SUPRIYA VASANT KANASE

Objectives
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1. To facilitate advanced search options in various sub-portals provided on


Mi Maratha.
2.

To give a substantial platform to the people in the fields that our subportals have established themselves.

3.

To uplift and empower Maratha community through our Mi Maratha


portal.

4.

To familiarize agro related people with online services.

5.

To assist farmers widows in government plans set for them.

Visions
To augment all the services under one brand Mi Maratha.

Mission
To bring rural and urban population on same ground level under one roof.

ABOUT US MI MARATHA
Mi Maratha is a social online website that enhances a variety of
different portals. A range from history, education, naukri, real estate to vivah and
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agriculture we deliver you much more to its depth.Youd think that we are just a source to
knowledge and information. But we assure you it isnt pure surfing site to find something
which other websites will not give you. Rather its a website which will give you much
more than that. It will brighten your already existent knowledge trail. It will send you
searching into the depths of the information that you thought never existed. This is what
our history portal offers you. Mi Maratha strives to empower, emancipate and safeguard
the omnipresent race of Marathas. Therefore, we believe in keeping touch with the core of
customs and culture. Therefore we have restored those values and given it a technological
boost. Opportunity does not waste time to walk in and knock at the door nowadays. In fact
its started sending you ping all throughout. And we at Mi Maratha want these
opportunities not just sending you pings but doing much more.
Mi Maratha will give you an advanced search to educate yourself to
conventional and unconventional bounds. We will create preferences that will be best for
you to lead a happy sound and self-warming life ahead. When you have achieved this
youd need cosy welcoming home or an option to safeguard your future by investments.
We serve you with those options too. Also in a broader outlook one cannot omit
agriculture from over here. Therefore Mi Maratha has launched this portal to empower our
foodgivers as well.
A sweet home, a five-figured pay, an outstanding result, a friendly compatible
partner; all these accomplishments are worth experiencing. With such a feeling develops a
strong inspirational way to achieve all these things. In the technological fast pacing world
this is rarely unachievable. However there are some ubiquitous races which have not had
the chance of these simple-looking goals. Mi Maratha intends to empower and emancipate
the omnipresent Maratha race. With everything available at glances notice Mi Maratha
gives an option to explore in depths and details in every sector. May it be real estate or
education, may it be employment options or choosing your better half, may it be
agriculture or history everything will be available here. History has been written and rewritten and drafted for impeccable times but Mi Maratha plans to impart that knowledge
which is lesser known.

Mi Maratha is an attempt to deliver all the sectors under same domain in order to
enhance your search options in infinitesimal time to make you even more advanced in
knowledge and understanding rather than spending your time futile to explore the whole of
internet. so without another nano second of wasting we welcome you to our advanced
search website Mi Maratha!!!
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Organizational chart

ORGANIZATIONAL STRUCTURE

MANAGING DIRECTOR

CEO

GENERAL MANAGER

SALES
MANAGER

CUSTOMER
RELATIONSHIP
MANAGER

FINANCE
MANAGER

DATA ENTRY OPERATOR


CRE

RECEPTION

Company Product Profile

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NAUKRI
VIVAH
EDUCATION
AGRICULTURE
REAL ESTATE

Mi Maratha is a social online website that enhances a variety of different portals.


A range from history, education, naukri, real estate to vivah and agriculture we deliver you
much more to its depth.
Youd think that we are just a source to knowledge and information. But we assure you it
isnt pure surfing site to find something which other websites will not give you. Rather its
a website which will give you much more than that. It will brighten your already existent
18

knowledge trail. It will send you searching into the depths of the information that you
thought never existed. This is what our history portal offers you.
Mi Maratha strives to empower, emancipate and safeguard the omnipresent race of
Marathas.
Therefore, we believe in keeping touch with the core of customs and culture. Therefore
we have restored those values and given it a technological boost. Opportunity does not
waste time to walk in and knock at the door nowadays. In fact its started sending you ping
all throughout. And we at Mi Maratha want these opportunities not just sending you pings
but doing much more.
Mi Maratha will give you an advanced search to educate yourself to conventional and
unconventional bounds. We will create preferences that will be best for you to lead a
happy sound and self-warming life ahead. When you have achieved this youd need cosy
welcoming home or an option to safeguard your future by investments. We serve you with
those options too. Also in a broader outlook one cannot omit agriculture from over here.
Therefore Mi Maratha has launched this portal to empower our food givers as well.

19

20

NAUKRI

Mi Maratha feel great pleasure today in addressing


you .our portal has been specially designing in order to provide employment to
deserving youth in accordance it their expectation. It is face that the educated
youth of our society today are facing unemployment on a large scale. The
problem posted by every generation to the young of this country change
according to the times, and the inability to solve them immediately has led to
them to become more and more deep rooted. The need of the hour ,therefore, is
to find a solution to these problems and bringing about economic stability .this
platform seeks to address the problem of the younger generation and provide
them with the best service regarding information ,which will prove helpful in
choosing a career in keeping with their expectations. Not only this but, they
can also keep themselves updated regarding job opportunities in every field so
that they can create bright and glorious future for themselves, once again
putting the Maharashtra community on the path to success will not fail.

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22

AGRICULTURE
Indias population is heavily depending upon agriculture and agrobased small scale industries. These are all known facts from ages. But this is only one side
of the coin. India has distinct geographical conditions hence soil pattern, climate, seeds,
fertilizers etc. varies accordingly. These small changes make bigger difference in the
quantity and cost of production. Due to which particularly Maharashtra is facing dreaded
problem of suicidal deaths of farmers. We often talk about this issue of Maharashtra and
ask for solutions, but do we really have concern to this problem? Have all of us ever given
a thought of taking preventive measures for such suicide. The answer says No The idea
behind introducing Mi Maratha Agriculture portal is the abolishment of the root because
hindering development of the agriculture sector. We have come up with the answers of
various questions that are expected from farmers like, deciding production costs. Timely
reach to the nearest market, Policies by government for farmers and their families.
Looking at the current situation of the agriculture in Maharashtra our main motive is to
help widows of the victims of suicides in getting their share out of the various schemes of
government. Also, to provide source to the widows for earning their bread-butter. We look
forward to the overwhelming response from the small farmers to big landholders. Come,
let us be united for this revolutionary change and shape the better India.

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24

EDUCATION
Todays fast and competitive world spares no one. Now we see
small kids handling smart phones and the grandparents become their students. Although
this is true when it comes to choosing, their own career paths all we see is confused minds.
If you are dealing with the same situation of life then the Mi Maratha- education portal is
here to help you out. Mi Maratha offers various career options in all streams; conventional
and unconventional which will help you to select that best suits your interests. The latest
trending stream is of professional and vocational courses. Mi Maratha is not leaving such a
flourishing stream behind. We are aware about the recently popularized educational wing
known as vocational studies. We give ample options of renowned colleges for vocational
guidance. Also, skills are more important than quantitative aptitude, hence we enforce on
skill development programmes that are to be held at different universities all over the
India. The main objective of Mi Maratha Education portal is to advice every student
finding his own career path according to his interest. And bring each and every
representative of the youth in the mainstream of education. This is a first step of Mi
Maratha portal towards a bright future of the youth in India; which will automatically
result in better India. So dont think much, your bright future is just a click away from
you!

25

26

VIVAH
Marriage, wedding ,shaadi,lagna,vivah,All these synonyms just to explain one big
occasion that marks your lives. When you remember these words there are tremendous
fillings and memories that revive your minds .But along with these memories comes yet
another memory .Finding your better half also chalks out an interesting memory .Mi
Maratha tries to makes this memory worthwhile. in an easy and smarter way Mi Maratha
Vivah will bring you and your would be in a boundless connection which will smart your
journey of fulfilling memories.inseart the preferences you would ant to be in your partner
and if you wish ,upload a video as well as well along with your snaps .who knows, by ay
of Mi Maratha Vivah itself you could get a memory of you and your partner that you will
cherish.

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REAL ESTATE
A place where we dwell, we want it with best of best amenities and to
achieve that we are ready to spend how much ever. But the real problem is finding that
particular dwelling. Looking at the rapidly growing migrating population Mi Maratha
gives various affordable options of real estate. Every person can easily buy the house
according to the demands at the reasonable prices. Mi Maratha gives an extensive canvas
for those who are interested in selling and buying properties. All the more Mi Maratha
delivers extremely unique features, those which can become an identity of this portal. All
the buyers and sellers can join us absolutely free of cost. Once a buyer has registered at
our portal, he will receive many options matching with his requirements. The updated
information cannot be missed out by any of our members of real estate. Mi Maratha has
tie-ups with all the possible builders that are eagerly waiting for you with their full-fledged
projects. The portal believes in a complete transparency while dealing with the properties.
Sellers are always encouraged to register all the required details of the properties they have
for sale with the photos that will attract buyers for dealings. Our aim behind this portal is
to enhance this booming market according to everybodys need and necessity; may it be
buyer, may it be seller, or may it be a tenant. Through our technological support you will
be saved of the trouble of scorching through the offices of builders. Instead we provide
you the place you wish coming to you on your home screen. So, what are you waiting for?
Your home is just a click away from you!

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CHAPTER-3
INDUSTRY PROFILE

31

32

33

34

CHAPTER-4
OBJECTIVES

35

The setting of objective is the corer stone of a systematic study. The study will be fruitful
one when the basis laid down is a concrete one they represent the desired solution to the problem and help
in proper utilization of opportunities.
Objectives:

1. To understand land of object customer satisfaction.


2. To identify criteria for satisfaction.
3. To find out which sales promotion tools will increase the sales
4. To find out how brand ambassador can influence sales promotion.
5. To find out the market share of MiMaratha
6. To know the features that attracts the customer to subscribe to MiMaratha.
7. To know the level of satisfaction of customers towards MiMaratha Services.

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CHAPTER-5
SCOPE

37

1. The survey was conducted for MI Maratha Informative solution ,Pune Branch
only.
2. The target group was the Customer of MI Maratha Informative solution,
Swarget.

MiMaratha.com is a complete info-solution community web portal,


designed to meet the needs of common people from Maharashtra. Our portal offers
number of utility services, ranging from Real estate, Education, Matrimony, Employment
to Agriculture. Around 21 sub-portals being formed under one brand, Mi Maratha. Mi
Maratha has been established to empower, educate and emancipate Marathi community.
All the social issues circle around one big thing i.e. reservation. Maratha community
recently has the reservation outcome successfully. In order to emancipate this community
Mi Maratha strives to advance its resources in fruitful manner. With agriculture dealt as a
serious social initiative its domain expands to townships and villagers helping them in
every walk of their profession. Thus Mi Maratha is a complete rural-urban populous web
portal to assist every individual for a better future.

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CHAPTER-6
RESERCH METHDOLOGY

39

METHOD OF RESEARCH
Survey method:
A Survey is a complete operation, which requires some technical knowledge Survey
methods are mostly personal in character. Surveys are best suited for getting primary data.
the research obtains information from the respondents by interviewing them.

Sampling:
It is not always necessary to collect data from whole universe. A small representative
sample may serve the purpose. A sample means a small group taken in a large lot. This
small group taken in a large lot .This small group should be emanative cross section and
really representative in character. This selection process in calls sampling.

Sample size:
Samples are devices for learning about large masses by observing a few individuals. The
selected sample is 100.

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Methods of Sampling
Random sample method:
The method adopted here is random sampling method. A Random sample is one where
each item in the universe has as an equal chance of known opportunity of being selected.

Research Instrument
Questionnaire:
A questionnaire is a carefully complied logical sequence of questr5ions directed to a
define objective. It is the outline of what information is required and the framework on
which the data is built upon. Questionnaire is commonly used in securing marker
information that its preparation deserves utmost skill and care.

Collection of data:
One of the important tools for conduction market research is that availability of necessary
and useful data. Date collection is more of an art than a science. The methods of marketing
research are in a way the methods of data collection. The sources of information fall under
two categories.

Internal sources:
Every company has to keep certain records such as accounts, reports etc. these records
provide sample information which an organization usually keeps collection in its working.

External sources:

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When internal records are insufficient and required information is not available, the
organization will have to depend on external sources. Of data are.

a) Primary data:
The data collected for a purpose in original and for the first time is known as primary data.
Therese arches collect this data to study a particular problem .Here the primary data is data
collected through questionnaire by directly meeting the customers

b) Secondary Data:
The data, which is collected from the published sources i.e., not originally collected of the
first rime is called secondary data. Here the secondary data is data collected from the
companys brochures, pamphlets, catalogues and the website.

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CHAPTER-7
DATA COLLECTION AND ANALYSIS

Customer satisfaction
Q. No: 1. Are you aware of Mi Maratha.
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Factor

No. of. Respondent

(%)

Yes

80

80%

No

20

20%

20%

80%

Interpretation 1:
The sample drawn on probability basis shows that 80% of the customers aware of Yes with Mi Maratha
and only 20% not aware of Mi Maratha.

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Q. No: 2. Which portal you as use.


Factor

No. of Respondent

(%)

Vivah

20

20%

Nokari

35

35%

Real Estate

12

12%

Agriculture

15

15%

Education

18

18%
12%
15%

35%
18%

20%

Interpretation 2:
The sample drawn on the probability basis clearly shows that 35% respondents are the
opinion that Nokari is the satisfaction factor of Mi maratha and 20 % respondents of them who view
Vivah as a vital factor for customer satisfaction. Followed by Educaion which corresponds to 18 %
respondents , Agriculture with 15 % respondents and only 12 % respondents of them view that Real
Estate of mi maratha as satisfaction factor.

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Q. No: 3. Customer perceptions about Mi Maratha.

Factor
No. of Respondent
(%)

Very Good

Good

8
20%

19
47%

Average

Bad

8
20%

Very Bad

13%

0%

13%
20%

47%

20%

Interpretation 3 :
The sample drawn on the probability basis shows that out of 100% of respondents 47% of the respondents
gave Good response to Mi Maratha. 20% gave Very Good response, 20% gave Average response and 13%
gave bad response to Mi Maratha.

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Q. No : 4 . Which is most perform portal for you .

Factor

No. of Respondent

( %)

Agriculture

6%

Education

13%

Vivah

27%

Real Estate

27%

Nokari

27%

6
27

13

27
27

Interpretation 4:

47

This graph shows that 27% of Customer are Vivah about the point , 13% of Customer are
Education on the point, 27% are Real Estate ,27% are Nokari and rest 6% of Customer are
Agriculture.

Q .No: 5. Factors affecting customer satisfaction towards Mi Maratha

Factor

No. of Respondent

After Sale Service

20%

Low Cost

35%

Feature

15%

Design

12%

Security

18%

12%
35%

15%

18%
20%

48

Interpretation 5 :
The sample drawn on the probability basis clearly shows that 35% (14respondents) are the
opinion that low cost is the satisfaction factor of Mi maratha and 20 %( 8 respondents) of them who view
After Sales Service as a vital factor for customer satisfaction. Followed by security which corresponds to
18 %( 7 respondents), design with 15 %( 6 respondents) and only 12 %( 5 respondents) of them view that
feature of mi maratha as satisfaction factor.

Q. No: 6. Customer opinions towards Social Welfare

Factor

No. of Respondent

Extremely Satisfied

25%

Satisfied

50%

Neutral

17%

Dissatisfied

8%

8%
25%
17%

50%

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Interpretation 6 :
100% of the respondents 50% of the respondents approached were satisfied with the Social Welfare of the
Mi Maratha. Followed by 25% was extremely satisfied, 17% are neutral and rest of the 8% is more
dissatisfied with Mi Maratha.

Q. No: 7. Customer opinions toward Safety and Security.

Factor

No. of Respondent

Extremely Satisfied

Satisfied

19

Neither Satisfied & Dissatisfied

Dissatisfied

10%

20%
48%

22%

50

Interpretation 7:
100% of the respondents 48% of the respondents approached were satisfied with the
safety and Security feature of the Bolero. Followed by 22% was extremely satisfied, 20% are neutral and
rest of the 10% was dissatisfied with safety and Security feature of Mi Maratha.

Q. No: 8 .Customer Satisfaction about advertising Sale at Mi Maratha.


Option

No. Of Respondent

No. Of Respondents (%)

Satisfaction

80

80%

Dissatisfaction

20

20%

100

100%

Total

20%

80%

Interpretation 8:
Out of 100% of respondents, 80% of the respondents approached were Advertising sale performance best
for Mi Maratha. and 20% were are Dissatisfaction for advertising Sale for Mi Maratha.
51

Q. No: 9. Customer perceptions about Mi Maratha.

Very Good

Good

Average

19

Bad

Very Bad
5

13%
20%

47%

20%

Interpretation 9:
The sample drawn on the probability basis shows that out of 100% of respondents 47% of the respondents
gave Good response to Mi Maratha. 20% gave Very Good response, 20% gave Average response and 13%
gave bad response to Mi maratha.
52

Q. No: 10. If any problem Which Service of Mi Maratha.


Yes

10%

No

90%

10%

90%

Interpretation 10:
The sample drawn on probability basis shows that only 10% of the customers problem of Yes with Mi
Maratha 90% not problem of Mi Maratha.
53

Q. No: 11. How efficiently solved you complaint.

Factor

No. of Respondent

Excellent

25%

Best

50

Poor

17%

Bad

8%

8%
25%
17%

50%

54

Interpretation 11 :
100% of the respondents 50% of the respondents approached were satisfied with the Social Welfare of the
Mi Maratha. Followed by 25% was extremely satisfied, 17% are neutral and rest of the 8% is more
dissatisfied with Mi Maratha.

CHAPTER-8
FINDINGS

55

Based on the data gathered by administrating schedules to customers the following


observations are made.
1. Mi Maratha has excellent percentage of customer satisfaction according to the data
shown in table 1 of the data analysis and Interpretation topic.
2. Most of the people are satisfied with its low rate cost and after sales service provided by
Mi Maratha.
3. Based on the free registration, most of the people are satisfied with it.
4. Based on Safety , Rate, Security, Social Wealfare most of the people are satisfied with
it.
5. Large numbers of Mi maratha user are aware of its performance.
6. If we took the satisfaction level of people toward Mi Maratha, it becomes good.
7. Its features and over all service satisfy most of the people.
8. Customer are completely strongly satisfied with their all web portal although their portal
is good enough.

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CHAPTER-9
RECOMMENDATION

57

1. Mi Maratha Company has to implement good customer relationship


management strategy that enhances customer satisfaction level.
2. The company can for the undertake read and developed to improve the existing feature
which field help increase in the customer satisfaction.
3. The company should promote about the entire feature offered by it.
4. As majority of the customer give opinion that they are satisfied is the factor, services
and design of the product of the company should taken not only maintain the existing
standard but also enhance them.
To increase the job satisfaction level of the employees the company should concentrate
mainly on the incentive and reward structure rather than the motivational session.
1. Ideal employees should concentrate on their job.
2. Educational qualification can be the factor of not an effective job.
3. Company should give promotion to those employees who deserve it.

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CHAPTER-10
CONCLUSION

1. Mi Maratha has a very good market share in the state of Maharashtra (Pune) for the
segment.
59

2. The company is offering good services, which is reflected on the satisfaction of the
customer.
3. Majority of the customer are satisfied with the design of the website.
4. Company provided good facility of employees for his job
5. Mi maratha Limited offers an environment for professional growth for every employee.
6. Mi maratha offer to Maharashtra people for who employee and customer achieved
targets.
7. Young leader can take decision and implementation of new ideas.

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CHAPTER-11.
SUGGETION

1. Customers want the company to take feedback regarding services and inform the about
new tariff
2. Mi Maatha should change pulse rate from 1 year.
3. Customers want more improvement in service.
4. Mi Martha should give more advertisement through Television and should place more
hoarding Newspapers and should pace more hoarding and billboards.
5. Mi Maratha must make clear the conditions applicable with lifelong Service plan.
61

6. Mi Maratha should give extra Service and reduce rental charges.


7. Web Portal clarity should be improved.
8. Customers have suggested for customized Costing facility.
9. Many customers have suggested of get 3 year for use service and by 1 year free service.
10. The web portal design is not communicative and eye catching, so web designs and
colour has to blend harmoniously to make the web portal communicative.
11. Network should be expanded to rural areas also.
12. Mi Maratha must improve their personnel selling and direct contacting to provide
customers full knowledge their products.

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CHAPTER-12
LIMITATION OF THE STUDY

The scope of study is limited to the respondents are selected from in and
around Maharashtra on (Pune).
The project is carried out for the period of 45 days only.
Measurement of customer satisfaction is complex subjects, which uses nonobjectives method, which is not reliable.
The sample unit was also 40+15 respondents.
63

However, Mi Maratha office are located in other places i.e. locally and even
in the neigh boring states. Only opinion of respondents of Pune city was
consider for finding out the opinions of respondents.

64

CHAPTER-13.
BIBLIOGRAPHY &Webliography

12.1 Bibliography
1) Books
1. Philip Kotler, Marketing Management, Pearson publishing, 13th Edition.
2. Dr.K.Govinda Bhut, Customer Relationship Management, 1st Edition.
3. Dr.P. D. Chaturvedi, MRS. Roli Chaturvedi, Excel Books , First Edition : New Delhi ,2005
12.2 webliography

www.google.com
www.mimaratha.com
www.indiaindustry.com
www.wikipedia.com
65

CHAPTER-14.
66

QUESTIONNAIRE

Customer Satisfaction
Customer Satisfaction Questionnaire
a) Name ..

b) Occupation ..

c) Age ..

d) Income.

e) Address:-..

1) Are you aware of Mi Maratha?


a. Yes
b. No
67

2) Which portal you as use?


a . Vivah
b. Nokari
c. Real Estate
d. Agriculture
e. Education

3) Customer perceptions about Mi Maratha?


a. Very Good
b.

Good

c.

Average

d.

Bad

e. Very Bad
4) Which is most perform portal for you?
a. Vivah
b. Nokari
c. Real Estate
d. Agriculture
e. Education

5) Factors affecting customer satisfaction towards Mi Maratha?


a.

After Sale Service

b.

Low Cost

c.

Feature
68

d.

Design

e.

Security

6) Customer opinions towards Social Welfare ?


a.

Extremely Satisfied

b.

Satisfied

c.

Neutral

d.

Dissatisfied

7) Customer opinions toward Safety and Security ?


a. Extremely Satisfied

b. Satisfied
c. Neither Satisfied & Dissatisfied
d. Dissatisfied
8) Customer Satisfaction about advertising Sale at Mi Maratha?
a. Very Good
b. Good
c. Average
d. Bad

9) Your general perception about Mi Maratha?


a. Very Good
b. Good
c. Average
d. Bad
69

10) If any problem Which Service of Mi Maratha?


a. Yes
b. No

11) How efficiently solved you complaint Mi Maratha?


a. Excellent
b. Best
c. Poor
d . Bad

12) How efficiently solved you complaint Mi Maratha?


Excellent
Best
Poor
Bad

70

Dissertation Proposal
Name: Mahadeo Tanaji Kumbhar
Course: MBA
Topic: Customer satisfaction of (Mi Maratha)

Reason for choosing topic


Undergoing my MBA degree in Marketing to study the Customer satisfaction of a
company is an appropriate reason of choosing this topic and Marketing is one of sector of
India who has good career opportunities. MI Maratha Informative Solution Pvt. Ltd. is one
of esteemed organization in marketing industry.
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A study of customer satisfaction is very important to Marketing point of view. In this study
we can know about customer need and customer behaviour.
Customer satisfaction is subjective criteria so we need to measure it. Most of the time
customer dont give a relevant feed back so we cant customer is satisfied or not. So here
we can explore satisfaction basis of features of the product and the experience of using a
product. The feed back from the customer will help company in future to design the
product according to customer needs.

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