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Suchitra Rani To be submitted by 20th of march 2008 in case of nonsubmission permission will not be given to appear for the Business Statistical methods Main exam for 40 marks and this will be considered as a back log Evaluated for 60 marks Objective : A student specializing in marketing needs to have greater inputs of statistics and the application of statistics in the market for understanding the market situations, for taking key decisions and in framing various marketing strategies. This mini project is an application oriented survey. REVIEW OF LITERATURE: Each student is expected to first go through atleast ten to twenty different articles if they want to select one subject for Mini project. For example Gaps Analysis of Customers’ Expectations and Perceptions towards the Quality of Services of eSeva. The student is expected to find the various articles which are published on this title. Finally he needs to gather atleast from tens sources the review of literature. Once he decides the topic he can proceed with the INDUSTRY PROFILE AND COMPANY PROFILE FROM THE OTHER SECONDARY SOURCES OF DATA. INDUSTRY PROFILE: To enable the student to get acquainted with the industry and different companies in that industry.

Understand the past, present and future trends and challenges in the industry COMPANY PROFILE: To enable the student to get acquainted with the company in which he/she is working. The learning areas would be the Vision, Mission, Values and Business Processes of the company. FRAMING OF OBJECTIVES: This is understanding what the student wants to find during the survey. Like the objectives can be for the above study of e Seva: This study has three main objectives. First, we wanted to study the customer satisfaction and service quality aspects of eSeva. Secondly, we wanted to analyse the gap between the perceived service and expected service levels of eSeva. Finally, we wanted to determine the additional services by the customers and also compare eSeva services of Anantpur and Hyderabad. FRAMING OF HYPOTHESES: Hypothesis needs to be always framed from the objectives. Hypothesis means presuppositions or alternative answers to the problems or the questions that are been asked in the objectives. There is no gap between the perceived expected service and service levels of eseva There is no gap between the eSeva services of Anantpur and Hyderabad. FRAMING THE QUESTIONNAIRE

The source for this is SERVQUAL Instrument from services marketing of Parusuram and Berry Aspects of Quality Services: Tangibles, Reliability, Responsiveness, Assurance, Empathy. These are the five dimensions that have been taken. For each dimensions there are several items means questions that are to be taken. ADMINISTRATING THE QUESTIONING (data collection) CODING THE QUESTIONNAIRE DATA TABULATION WITH THE HELP OF SPSS: State the hypothesis if any, research resign, primary and secondary sources of data can be used and application of statistic DATA ANALYSIS AND INTERPRETATION: Verifying if the hypothesis framed is to be accepted or rejected and accordingly drawing conclusions. SUGGESTIONS AND CONCLUSION BIBILOGRAPHY: This consists of the sources of data which were referred during the time of survey and all secondary sources like books, journal, e journals etc Text books

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Rahman Zillur. Service Quality: Gaps in the Indian Banking Industry, The ICFAI Journal of Marketing Management, Vol. IV No.1, Feb. 2005. Zeithaml, Valarie A, Bitner, Mary Jo, Services Marketing. second addition, Tata Mc Graw-Hill Publishing Company Limited. Reprint 2000. Ravi Shanker, Services Marketing, Excel Books, First Edition 2002 Lovelock Christopher, Wirtz Jochen, Services Marketing, Pearson Education, fifth edition, second Indian reprint – 2004

Web sights • Newspapers • G.Naga Sridhar, “SSIM ties up with US firm,” The Hindu-Business Line Friday, Sep 14, 2007, page 14 • G.Naga Sridhar, “B-Schools Forge Foreign Tie-ups,” The Hindu-Business Line Monday, Sep 14, 2007, page 14 Articles it may be e journal or published journal • Agarwal Hemalata, Service Blueprinting – A Powerful Tool for Management Education, ICFAI Journal of Marketing Management, Vol.IV, No.1, 2005. ANNEXURE Below is the guidelines for preparing the mini project. For better understanding please go through some of the best previous batches any summer project report with detailed analysis. Before coming up with a question to your faculty guide first search from various sources the answer. This should be self learning rather than depending on your faculty CONTENTS TABLE OF CONTENT PAGE

ACKNOWLEDGEMENT DECLARATION LIST OF TABLES Chapter – 1 Introduction Introduction Scope of the study Objectives of the study Literature Review Chapter – 2 Industry Profile Company Profile Chapter-3 Research Methodology Introduction Research Design Sample Profile Tools and Methods Data Collection Data Processing and Analysis Limitations

Chapter 4 Data Analysis Chapter-5 Interpretation and Findings Chapter-6 Recommendations and Discussions Bibliography Annexure Questionnaire