EXECUTIVE SUMMARY

The MBA course offered by the KLE’s MBA, Belagavi has an unique syllabus which requires its
students to undertake an internship with any of the leading business houses for months after the third
semester. For the purpose of acquiring practical knowledge of the working and functioning of a
company, KLE’s MBA has incorporated an internship training into its Business Management schedule.
This internship training shows us how to conduct a research and analyze results.

This report is based on the research study at Zest Facility Services Pvt. Ltd., which is one of the leading
security service providers in India. With deep understanding of strategic and operational challenges
faced in security, they focus on providing personalized solutions to help their clients achieve their
security objectives.

Zest Facility Services Pvt. Ltd. is a responsible and an accountable company that believes in providing
an outstanding service with utmost integrity and honesty.

Training and learning in a class room will make an individual knowledgeable in theory of the various
functions of a company. But a person comes out from class room and visits various industries from
which he can learn more. In such a situation real experience in the practical functioning and operations
of a company can be of very much use to the students of management studies.
 INTRODUCTION TO RESEARCH

Business research is a field of practical study in which a company obtains data and analyzes it in order to
better manage the company. Business research can include financial data, consumer feedback, product
research and competitive analysis. Executives and managers who use business research methods are able
to better understand their company, the position it holds in the market and how to improve that position.

Business research involves establishing objectives and gathering relevant information to obtain the answer
to a business issue. You can conduct business research to answer a business-related question, such as:
What is the target market of my product? Business research can also be used to solve a business-related
problem, such as determining how to decrease the amount of excess inventory on hand. Adequate
planning and information-gathering are essential to derive results for your business.

The following research was conducted at Zest Facility Services Pvt. Ltd. for the topic and objectives
mentioned in the report.

2
PROBLEM STATEMENT
“A study on satisfaction level of security services at Zest Facility Services Pvt. Ltd. and customers’
interest in continuity of services”

OBJECTIVES

To know the customer value for Zest Facility Services from the customer’s perspective.

To know the factors that lead customers to opt for the services provided by Zest Facility Services.

To study the customer behavior from the base of the current customers for Zest Facility Services.

To know the satisfaction level of security services provided by Zest Facility Services.

To know the customer expectations from the team at Zest Facility Services.

To know the customer intensity to continue with the services from Zest Facility Services Pvt. Ltd.

3
 SCOPE OF THE STUDY

The study focuses on finding the satisfactory level of the current customers of Zest Facility Services Pvt.
Ltd. It also focuses on several factors that lead to the satisfaction of the customers.

It contains a detailed study about the effect of each and every factor that is associated with the internal and
external environment of the organization.

The second part of the study focus on knowing the interest of the customers in continuing to opt for the
services provided by Zest Facility Services Pvt. Ltd.

The study would provide us with the scope to know which factors are more necessary to retain customers
and what do customers actually count on.

LIMITATIONS OF THE STUDY

The study is limited to the current customer base of Zest Facility Services Pvt. Ltd. and includes the
responses taken from only 45 customers.

As the sample size determined was 45, the analysis is based on the average responses of the 45
respondents.

As there are no open ended questions included in the questionnaire, the analysis is based only on the
questions mentioned in the questionnaire and does not include any additional opinions from the
respondents.

4
 INTRODUCTION
CONSUMER BEHAVIOR

Consumer behavior (in consumer business context) is referred to as the study of when, why, how, where
and what people do or do not buy products. It blends elements from psychology, sociology, social
psychology, anthropology and economics. It attempts to understand the buyer decision making process,
both individually and in groups. It studies characteristics of individual consumers such as demographics
and behavioral variables in an attempt to understand people's wants. It also tries to assess influences on the
consumer from groups such as family, friends, reference groups, and society in general .Customer
behavior study is based on consumer buying behavior, with the customer playing the three distinct roles of
user, payer and buyer.

Consumer behavior is the fundamental to marketing as marketing is concerned with supplying and
anticipating customer requirements; therefore understanding how customers behave is at the very heart of
the marketing concept.

CUSTOMER VALUE
The gain the customer receives for the benefit is weighed against the money customer pays to acquire the
benefit. The value a customer places on a service becomes the customer value for that service offering.

Every consumer has his set of needs and resources, so no second customer would place the same value for
the service.

CUSTOMER EXPECTATION
Customer expectations refers to the perceived value or benefits that the customers seek when purchasing a
good or availing a service. They are the result of the learning process and can be formed very quickly
because even first impression matters a lot. Once established, these expectations can hold significant
influence in decision-making processes and can be very hard to change.

CUSTOMER SATISFACTION
Customer satisfaction measures how well a firm is able to meet the expectations of customers. It is a key
concept of marketing, as a firm cannot retain its customers unless it has highly satisfied customers.

5
 METHODOLOGY

SOURCES OF DATA COLLECTION

Primary Data:
One to One Interview
Secondary Data:
Customer Data Base from Zest Security Services.

RESEARCH DESIGN
Descriptive Research:

Descriptive research is a study designed to depict the participants in an accurate way. More simply put,
descriptive research is all about describing people who take part in the study.

There are three ways a researcher can go about doing a descriptive research project, and they are:

 Observational, defined as a method of viewing and recording the participants

 Case study, defined as an in-depth study of an individual or group of individuals
 Survey, defined as a brief interview or discussion with an individual about a specific topic.

Descriptive research is a type of conclusive research, which is meant to provide information that is useful
in reaching conclusions or decision-making. It tends to be quantitative in nature that is to say in the form
of numbers that can be quantified and summarized.

RESEARCH TOOL
Survey with the help of a questionnaire.

TARGET RESPONDENTS
Customers of Zest Security Services,

6
SAMPLE PROCESS

SAMPLING TECHNIQUE:
Convenience sampling:

It attempts to obtain a sample of convenient elements. Often, respondents are selected because they
happen to be in the right place at the right time.

This technique is selected as the research is being done for an organization and the respondents are the
customers of Zest Facility Services Pvt. Ltd.

SAMPLE SIZE
45

7
 LITERATURE REVIEW

The private security industry has assumed an important role in recent years. It was the opportunity and
nature of the private security industry which enabled employment to a hitherto large section of the
populace, which, if not employed in this industry, may have remained outside the fold of formal
employment. It is in this sense that contribution of the private security industry to employment generation
in India is unique. The industry presently provides employment to nearly 7 million people. With the
growth of urbanization in the country and the changes in the perception of security by governments,
business houses and citizens, this industry is poised to register a substantial CAGR in the near future.
Particularly important is the Government’s focus on development of Smart Cities in the country and the
need of more security personnel.

In the context of current policy and regulatory developments in the country, the private security industry is
destined to continue to play an important role. The Hon’ble Prime Minister’s emphasis on “Make in
India” will encourage foreign capital into manufacturing and other such industries. This will not only
trigger demand for private security personnel, but will compel industry to adopt processes and practices in
sync with international standards. Added to this, the government’s emphasis on “Digital India” will
introduce new security technology into the industry. This will not only enable entry of technocrats into the
sector, but will also provide an opportunity for dispersal of technical knowledge and professional
expertise to otherwise not so technical job roles.

The private security industry in India is estimated to be some INR 400 billion, and is expected to grow
exponentially at a CAGR of 20 per cent (The FICCI–Grant Thornton report). The private security
companies have a pan India presence. Though more prominently present in the Tier I and Tier II cities, the
industry operates in about 550 districts of the country, and is expected to develop more as the fruits of
development percolate from the districts to the block and village levels. This is indeed a sunrise sector,
with potential to be the second-largest employment generator in the country and a major source of revenue
for the exchequer by way of taxes.

The following research is regarding the concern of how customers perceive the services and the level of
expectations from the service providers. The research will significantly explain a part of the consumer
behavior on the basis of the responses taken from the existing clients of Zest Security Services. The
research study is preferred to have its dependency on the existing clients as they have experienced the
services for their private purposes, and the assurance of the validity of responses can be considered.

(References are mentioned at the end of the report. Please refer Bibliography.)

8
 INDUSTRY PROFILE

INDIAN SECURITY INDUSTRY

The private security industry in India has now become an important sector. With the growth of the Indian
economy over the last two decades, the need for security arrangements of industrial complexes, offices, IT
parks and other public infrastructures such as airports, metro stations, shopping malls and public utilities
has grown manifold

The Indian integrated security industry has been broadly classified into:

• Manned guarding is the largest segment in the security space and is a human resource intensive
segment. It provides security for premises and individuals. Activities under the umbrella of manned
guarding include surveillance and protection of real estate properties including industrial, commercial

and infrastructure facilities, security

checks, crowd (event) management among
others

Cash services is a growing segment

considering the stringent requirements of
safety of money form the principal
employers. The activities under this
umbrella include provision of secured
logistics for cash and other valuables from
banks and other corporate entities. While
there are specialised cash services players,
this segment is primarily dominated by the
organised players which also manned
guarding services

Electronic security services have vast

scope for growth, though currently they are
significantly small in comparison to
manned guarding. They are primarily
catered by large international OEMs and
building solutions provider. Security service companies provide electronic security services and are also
involved in installation, monitoring and maintenance

• A new segment is emerging that provides security through sophisticated intelligence technology and
platform.

9
FACTORS FAVOURING DEMAND FOR PRIVATE SECURITY SERVICES IN INDIA

Low police to people ratio (number of policemen for every one lakh people)

This ratio is low in comparison to the ratio as recommended by the United Nations. UN recommends a
minimum number of 222 policemen for every one lakh people. To cater to the shortage of government
security personnel in the form of policemen, there has been a rise in the demand for private security
services

India's police to people ratio is not very favorable. Hence, it has directly created a demand for an
alternative source of security service. The current police to people ratio in India is 131, which means there
are only 131 policemen for every one lakh people

Also the police to people ratio at present is even below the ideal number of 176 policemen for every one
lakh people, as instructed by the Bureau of Police Research and Development under the Ministry of
Home.

High Global terrorism index (direct and indirect impact of terrorist activities)

The increase in terrorist activities in India has raised alarms for correspondingly increasing the security
services in India. India ranks sixth out of the 162 countries in terms of terrorism. The score of India is 7.86
out of 10 in terms of terrorism5

The total number of incidents occurred in the year 2014 were 1545, the bifurcation being 624 of terrorist
activities, 404 number of killings, 619 injury incidents and 158 property damages

People have started feeling unsafe and insecure due to the increase in the number of terrorist activities
around the country

Increase in Crime Rate:

Increase in crime rate in India is also one of the factors that has led to a rise in demand for private security
services. There has been increase in the number of crime incidents that have occurred in the last few years

The total number of complaints received by police and cases registered under IPC and SLL were around

66.40 lakh in the year 2013 as compared to 60.41 lakh cases in the year 20126

Increase in the number of Public Events

In India, the number of instances of public events have also witnessed a significant growth, creating a
direct need for the private security services in the form of crowd management and security

Sports events such as Indian Premier League, Hockey India League, Badminton League attract huge
crowd and eventually create a direct demand for increased security

10
The country has also witnessed increase in the number of entertainment related events which are again
substantial crowd puller events .These events are inevitable to manage without the involvement of private
security agencies

11
Infrastructure related crimes

There has been an increase in infrastructure related crimes across the nation

The value of property stolen has increased from 1,735 crore n the year 2003 to 13,219 crore
in the year 2013, an increase of almost 7.6 times

Value of property stolen (in crore)

21,072

13,219

6,266 6,585
4,495
3,853
2,362 2,409 2,404 2,681
1,735

2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013

• There has been an increase in the number of property offence cases. The total
number of infrastructure related crime cases registered under different crime
heads in the year 2013 and 2012 are:

Property related criminal cases (2013)

354,302
329,840

101,821
90,532
31,251 49,072

4,411 26,631 12,350 28,513

4,155 11,685

Dacoity Robbery Burglary Thefts Criminal breach of trustOther kinds of property

offences

Number of cases 2012 Number of cases 2013

12 | P a g e
 GOVERNMENT INITIATIVES

Compulsory security in schools

The Ministry of Home Affairs has issued compulsory security guidelines

Each school gate should be manned by at least 3 security guards on a 24 hour basis

Installation of CCTV systems all along the boundary as well as some additional locations
inside the premises

Currently, there are around 15 lakh education institutions in India. So, there is a huge scope
for the growth of private security services

Increased emphasis on women security

Government has laid emphasis on women security to eliminate the crime against women

Some of the states are planning to set up Mahila Suraksha Dal or Women Security Force. The
other states may want to replicate it

There are also plans of having 5000 bus marshals to prevent and deter crime in public
transport

The Delhi Government is also planning to install CCTVs in public spaces and buses

This will lead to increase in demand for private security services in India.

Delhi Police gets additional funds to increase security - The Delhi Police has been allotted
INR 5,372 crore for 2015-16 Union Budget, an increase of more than Rs 500 crore from last
year

DTC awaits Nirbhaya fund for CCTV in buses - The Delhi Transport Corporation is hoping
that the renewed focus on the December 16 rape incident would help hasten its bid to get over
INR 10 million for fitting CCTV cameras in all its 5600 buses

Planning to install CCTVs in all 234 police stations in the state of Rajasthan

Installation of CCTV cameras on Gurgaon expressway

Government to track public transport for safety- All modes of public transport including BPO
cabs, school buses and vans, Gramin Seva vehicles, besides buses, taxis and auto rickshaws
will be tracked and monitored by government agencies for safety of passengers

Pune railway station to soon get IP CCTV with remote surveillance capability

13 | P a g e
 COMPANY PROFILE

Zest is one of the leading security services providers in India with presence across various
states and a command office at Mumbai. The company was formed with a vision to provide
complete security solutions ranging from man guarding, cash management services, event
security, to security equipment and devices and security & risk consulting. With a strong
leadership team and a team of dedicated professionals, the company has managed to
successfully serve large no of clients since its inception. With a focus on providing high
quality service and ensuring highest level of customer satisfaction, Zest envisages to grow
across regions.

Incorporated in 2006, Zest is one of the leading security service providers in India. With deep
understanding of strategic and operational challenges faced in security, they focus on
providing personalized solutions to help our clients achieve their security objectives.

Headquartered at Mumbai, they have a dedicated team of professionals working round-the-

clock ensuring strict adherence to the security requirements of our client. Their ever
expanding client base from diverse industries such as corporate offices, retail outlets,
shopping malls, educational institutes, media & entertainment, real estate and infrastructure
lays testimony to our quality of services.

Owing to their commitment towards our employees, our clients and society, they ensure
compliance with the rules & regulations laid down by the Private Security Agencies
Regulation (PSAR) Act 2007 and other statutory authorities.

BELIEF

14 | P a g e
MISSION
To be leader in the Indian security industry, by being a trusted partner of our clients and our
employees.

VISION
Strengthen our nation by serving businesses with integrity and value.

VALUES
Values are the foundation of how we approach our work and achieve the corporate mission
and vision. Integrity and accountability are at the core of Zest’s values.

COMMITMENT
Outstanding Service

→ We deliver quality services and strive to achieve excellence.

→ We partner with our clients to help them achieve their goals.

Integrity and Honesty

→ Our actions reflect our values.

→ We strive to fulfil our commitments.

→ We comply with contract and law.

→ We communicate and report effectively.

→ We do not tolerate misconduct.

Responsible and accountable

→ We take full responsibility for our work.

→ We respect and care about each other.

→ We treat everyone with dignity and courtesy.

→ We respect the values, cultures and beliefs of others.

→ We promote the health and safety of our employees.

SERVICES

15 | P a g e
Zest is a complete security solutions provider specialising in services of man guarding &
visitor management, cash management services, security consulting and security devices
integration. With the expertise of a strong management team, we focus on providing
comprehensive solutions for the client's security needs.

GUARDING SERVICES
→   Corporate & Residential Security Services

→   Bodyguards Services

→   Cash Van and Armored Vehicles

→   Events & Exhibition Security Services

→   Fire Marshals and Traffic Wardens

→   Dog Squad

SECURITY CONSULTATION
→   Investigation and Intelligence

→   IPR, Patents and Copyrights

→   Security Mapping

ELECTRONIC SURVEILLANCE
→   monitoring the premises

→   Retail of Security Surveillance Products

CLIENTLE

CORPORATES

16 | P a g e
INFRASTRUCTURE

MALLS & RETAIL OUTLETS

17 | P a g e
RESIDENTIAL & HOSPITALS

EDUCATIONAL INSTITUTES

MEDIA & ENTERTAINMENT

SWOT ANALYSIS

18 | P a g e
 WEAKNESSES
STRENGTHS
Future cost structure
Skilled workforce Growth constraint
Reduced labor costs
Strong clientle

SWOT
ANALYSI
S
OPPORTUNITIES THREATS

Venture capital Increasing costs

Global markets Government regulations
Growing Demand
Business Extension

BACKGROUND STUDY

19 | P a g e
 QUESTIONNAIRE

I Mr Ganesh Ashok Ghatge, student of K.L.E Dr.M.S.Sheshgiri College of

Engineering and Technology, Belgavi is undertaking a survey on

20 | P a g e
“A study on satisfaction level of security services of zest facility services pvt.ltd. And
customers interest in continuity of services’’.

Name: ________________________________________________________________

Name of the Institute: _____________________________________________________

Address/Location: _______________________________________________________

(Note: The below information is strictly confidential and used for

the academic
purpose only)

Kindly rate the satisfaction level and interest in continuity with

services for the factors mentioned below with respective to
services provided by Zest Security Company Ltd.

Interests us to

Satisfactor Neutra Not Particulars Continu Not Discontinu

y l satisfactor e sur e with the
y services e services
1. Staff response to
orders.
2. Punctuality of the
staff.
3. Efficiency in
carrying out their
duties.
4. Appearance of
staff on duty.
5. Telephonic
conversation.
6. The way
incident/crisis
handled by staff.
7. Competency of the
security
officer/managemen
t.
8. Value of services
compared to price

21 | P a g e
 paid.
9. Troubleshooting
mechanism of zest
services.
10 Handling
. confidential and
privacy matters.
11 Operates in
. transparent
manner.
12 Supervision of
. staff by
supervisors.
13 Adherence to
. standards of
conduct.
14 Overall experience
. provided by Zest
service pvt.ltd.
15 Utilization of
. modern
technology.
16 24 x 7 services
. available.
17 Attendance of the
. staff.
18 Professionalism
. among the staff.
19 Alertness of the
. staff.
20 Adaptability of the
. staff.

(Thank you for your Co-operation)

ANALYSIS

Staff Response to Orders

22 | P a g e
 Satisfactory 38 Continue services 42

Neutral 7 Not Sure 3

Not Satisfactory 0 Discontinue 0

Staff Response to OrdersStaff Response to Orders

7% 16%
Satisfactory
Continue services Neutral
Not Sure Not Satisfactory
Discontinue

84%

93%

23 | P a g e
 Interpretation: Around
84% clients are
satisfied with the
staff’s response and
Punctuality of the staff
nearly 93% wish to
continueSatisfactory
with the 32 Continue services 40

service with Zest

Neutral 8 Not Sure 5
Securities Pvt. Ltd.
Not Satisfactory 5 Discontinue 0

Punctuality of the staff

Punctuality of the staff

11%
Satisfactory
11% Neutral
18%
Continue services Not Satisfactory
Not Sure
Discontinue
71%

89%

24 | P a g e
 Interpretation: Around 71% clients are satisfied with the staff’s punctuality and
nearly 89% wish to continue with the service with Zest Securities Pvt. Ltd.

Efficiency in carrying out their duties

Satisfactory 30 Continue services 38

Neutral 12 Not Sure 7

Not Satisfactory 3 Discontinue 0

Efficiency in carrying out their duties

Efficiency in carrying out their duties

7%
Satisfactory
27% Neutral
16% Not Satisfactory
Continue services
Not Sure
67%
Discontinue

84%

25 | P a g e
 Interpretation: Around
67% employees are
efficient in carrying
out their duties and
nearly 84% clients Appearance of staff on duty
wish to continue with
Satisfactory 40 Continue services 43
the serviceNeutral
with Zest 5 Not Sure 2
Securities Pvt. Ltd. on
Not Satisfactory 0 Discontinue 0
that basis.
Appearance of staff on duty
Appearance of staff on duty

11%
Satisfactory
4% Neutral
Not Satisfactory
Continue services
Not Sure
Discontinue
26 | P a g e
89%

96%
 Interpretation: Around
89% employees
appear well on duty
and nearly 96% clients
wish to continue with XTelephonic Conversation

the service with Zest

Satisfactory 42 Continue services 44
Securities Pvt. Ltd. on
Neutral 3 Not Sure 1
that
Notbasis.
Satisfactory 0 Discontinue 0

Telephonic Conversation
Telephonic Conversation

2% 7%

Continue services Satisfactory

27 | P a g e Not Sure Neutral
Discontinue Not Satisfactory

98% 93%
 Interpretation: Around
93% employees are
efficient in telephonic
conversation and
XThe way incident/crisis handled by staff
nearly 98% clients
Satisfactory 36 Continue services 39
wish to continue with
the serviceNeutral
with Zest 6 Not Sure 6

Securities
NotPvt. Ltd. on
Satisfactory 3 Discontinue 0
that basis.
The way incident/crisis handled by staff

The way incident/crisis handled by staff

7%
13% Satisfactory
Neutral
13% Not Satisfactory
Continue services
28 | P a g e Not Sure
Discontinue
80%

87%
 Interpretation: Around
80% employees are
efficient in handling
XCompetency of the security officer/ management
crisis and nearly 87%
clientsSatisfactory
wish to 34 Continue services 35

continue Neutral
with the 8 Not Sure 10
serviceNotwith Zest
Satisfactory 3 Discontinue 0
Securities Pvt. Ltd. on
Competency of the security officer/ management
that basis.
Competency of the security officer/ management
7%

18% Satisfactory
Neutral
Not Satisfactory
22%
Continue services
Not Sure
29 | P a g e 76% Discontinue

78%
 Interpretation: Around
75% security
officers/management
is competent enough XValue of services compared to price paid
and nearly 78% clients
Satisfactory 28 Continue services 34
wish to continue with
the serviceNeutral
with Zest 14 Not Sure 11

Securities
NotPvt. Ltd. on
Satisfactory 3 Discontinue 0
that basis. Value of services compared to price paid

Value of services compared to price paid7%

Satisfactory
Neutral
31% Not Satisfactory

62%
24%
Continue services
30 | P a g e Not Sure
Discontinue

76%
 Interpretation: Around
62% clients are
satisfied with the value
for the price they have
paid and nearly 76% XTroubleshooting mechanism of Zest Services
clientsSatisfactory
wish to 37 Continue services 32
continue with the
Neutral 7 Not Sure 13
service with Zest
SecuritiesNotPvt.
Satisfactory
Ltd. on 1 Discontinue 0

that basis. mechanism of Zest Services

Troubleshooting

Troubleshooting mechanism of Zest Services

2%
16%
Satisfactory
Neutral
Not Satisfactory

29% Continue services

31 | P a g e Not Sure
Discontinue
82%

71%
 Interpretation: Around
82% clients are
satisfied with the
troubleshooting
XHandling confidential and privacy matters
mechanism and nearly
Satisfactory 40 Continue services
71% clients wish to38
Neutral 5 Not Surecontinue with the 7
Not Satisfactory 0 Discontinueservice with Zest 0
Securities Pvt. Ltd. on
Handling confidential and privacy matters
that basis.

Handling confidential and privacy 11%

matters
Satisfactory
Neutral
Not Satisfactory

16%
Continue services
Not Sure
89% Discontinue

32 | P a g e

84%
 Interpretation: Around
89% employees are
efficient in handling
confidential and
privacy matters and
XOperates in transparent manner nearly 84% clients

Satisfactory 39 Continuewish to continue with41

services
Neutral 5 the service with Zest 4
Not Sure
Securities Pvt. Ltd. on
Not Satisfactory 1 Discontinue 0
that basis.
Operates in transparent manner

Operates in transparent manner

2%
11%
Satisfactory
Neutral
Not Satisfactory
9%
Continue services
Not Sure
Discontinue
87%
33 | P a g e

91%
 Interpretation: Around
87% clients think that
the company is
transparent and nearly
91% clients wish to XSupervision of staff by supervisors
continue with the
Satisfactory 42 Continue services 43
service with Zest
Neutral 3 Not Sure 2
Securities
NotPvt. Ltd. on
Satisfactory 0 Discontinue 0
that basis.
Supervision of staff by supervisors

Supervision of staff by supervisors

7%
Satisfactory
Neutral
Not Satisfactory

4%

Continue services
93% Not Sure
Discontinue

34 | P a g e
96%
 Interpretation: Around
93% employees are
supervised by
supervisors and nearly
96% clients wish to
XAdherence to standard of conduct continue with the
service with Zest
Satisfactory 36 Continue services 39
Securities Pvt. Ltd. on
Neutral 7 Not Sure that basis. 6

Not Satisfactory 2 Discontinue 0

Adherence to standard of conduct

Adherence4%to standard of conduct

16%
Satisfactory
Neutral
Not Satisfactory

13%
80% Continue services
Not Sure
Discontinue

35 | P a g e
87%
 Interpretation: Around
80% employees
adhere to standard of
conduct and nearly
87% clientsXOverall
wish toexperience provided by Zest Services Pvt. Ltd.
continue with the
Satisfactory 37 Continue services 42
service with Zest
Neutral 8 Not Sure 3
Securities Pvt. Ltd. on
Not Satisfactory 0 Discontinue 0
that basis.
Overall experience provided by Zest Services Pvt. Ltd.

Overall experience provided by Zest Services Pvt. Ltd.

18%
Satisfactory
Neutral
Not Satisfactory
7%
Continue services
Not Sure
82% Discontinue

93%

36 | P a g e
 Interpretation: Around
82% employees are
satisfied with the
overall experience
provided by the
XUtilization of modern technology
company and nearly
Satisfactory 33 Continue services 37
93% clients wish to
Neutral 7 Not Sure 8
continue with the
Not Satisfactory 5 Discontinue 0
service with Zest
Utilization of modern technology Securities Pvt. Ltd. on
that basis.

Utilization of modern technology

11%
Satisfactory
16% Neutral
Not Satisfactory

18%
Continue services
73% Not Sure
Discontinue

82%

37 | P a g e
 Interpretation: Around
73% clients think, the
company uses modern
technology and nearly X24 X 7 services available
82% clients wish to
Satisfactory 31 Continue services 36
continue with the
Neutral 8 Not Sure 9
service with Zest
Not Satisfactory 6 Discontinue 0
Securities Pvt. Ltd. on
that basis. 24 X 7 services available

24 X 7 services available
13%
Satisfactory
Neutral
18% Not Satisfactory

20%
Continue services
69% Not Sure
Discontinue

80%

38 | P a g e
 Interpretation: Around
69% clients have
witnessed 24X7
service and nearly
Attendance of the staff
80% clients wish to
continueSatisfactory
with the 39 Continue services 37
service with Zest
Neutral 6 Not Sure 8
Securities Pvt. Ltd. on
Not Satisfactory 0 Discontinue 0
that basis. Attendance of the staff
Attendance of the staff

13%
18% Satisfactory
Continue services Neutral
39 | P a g e Not Sure Not Satisfactory
Discontinue

82% 87%
 Interpretation: Around
87% clients are
satisfied with the
attendance of the staff
and nearly 82% clients
wish to continue with XProfessionalism among the staff
the service with Zest
Satisfactory 30 Continue services 32
Securities Pvt. Ltd. on
Neutral 12 Not Sure 13
that basis.
Not Satisfactory 3 Discontinue 0

Professionalism
Professionalism among the staff among the staff

7%

29% Continue services Satisfactory

Neutral
40 | P a g e 27% Not Sure
Discontinue Not Satisfactory

67%
71%
 Interpretation: Around
67% clients feel the
employees are
professional and
nearly 71% clients XAlertness of the staff
wish to continue with
Satisfactory 38 Continue services 36
the service with Zest
Neutral 7 Not Sure 9
Securities Pvt. Ltd. on
Notbasis.
that Satisfactory 0 Discontinue 0
Alertness of the staff
Alertness of the staff

16%
20% Satisfactory
Continue services
Neutral
41 | P a g e Not Sure
Not Satisfactory
Discontinue

80%
84%
 Interpretation: Around
84% employees are
alert on duty and
nearly 80% clients
XAdaptability of the staff wish to continue with
Satisfactory 35 Continuethe service with Zest 41
services
Neutral 7 Not Securities
Sure Pvt. Ltd. on 4
Not Satisfactory 3 Discontinue that basis.  

Adaptability of the staff

Adaptability of the staff

7%
16% Satisfactory
Neutral
Not Satisfactory
9%
Continue services
42 | P a g e 78% Not Sure
Discontinue

91%
 Interpretation: Around
78% employees adapt
well with the client’s
requirements and
nearly 91% clients
FINDINGS
wish to continue with
the service with Zest
Securities
More than 8o%Pvt. Ltd.are
clients onsatisfied with staff’s response, employees’ appearance, telephonic
that basis.
conversations, handling crisis, troubleshooting mechanism, handling confidential and privacy
matters, transparency maintained by the company, supervision, adherence to standard of
conduct, attendance of staff and alertness on duty.

Less than 70 % of clients think that employees are professional; are satisfied with 24 X 7
service, efficient in carrying out of the duties and the value of the service pays off for the cost
that they spend.

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Factors that lead the most in continuing the service with the company count Staff’s response,
appearance of staff on duty, telephonic conversations, transparency in operations, supervision
over the staff, adaptability of the staff and the overall experience with the company.

Nearly 82% clients are completely satisfied with the overall experience of the service
rendered by Zest Securities Services Pvt. Ltd.

According to the analysis, clients do not prefer to compromise on the factors such as
punctuality, efficiency in carrying out the duties, crisis handling ability, competency of the
management, value addition of the service in comparison to the charges, troubleshooting
mechanism, handling confidential matters, adherence to standard of conduct, utilization of
modern technology, 24 X 7 service, staff’s attendance, professionalism of the employees and
alertness on duty.

The analysis proves that the company lacks considerably in fulfilling client’s desires in
concern to the factors such as professionalism followed by the employees, troubleshooting
mechanism followed, value addition in comparison to the charges, competency of the
management, efficiency in carrying out the operations and punctuality of the staff.

On an average, around 85.45% clients wish to continue with the services from Zest Security
Services Pvt. Ltd.

SUGGESTIONS

As Zest Securities Services Pvt. Ltd. fails to gain confidence in their services from around
14.55% of their existing customers, the company should plan for some customer retention
strategies to overcome the client turnover.

The company should focus on the factors that clients wouldn’t prefer to compromise on the
factors such as professionalism followed by the employees, troubleshooting mechanism
followed, value addition in comparison to the charges, competency of the management,
efficiency in carrying out the operations and punctuality of the staff.

44 | P a g e
The company should start developing the employees on the grounds of moral grooming and
crisis handling.

The company can invite various people that are a part of the market leaders in the sector to
guide employees about the competencies they need to possess, techniques of carrying out
work efficiently, importance of punctuality and professionalism.

The company must introduce a Management System to keep in Real-Time sync with the
clients and employees.

The company has to introduce more efficient modern technologies to gear up troubleshooting
mechanism.

Being the most important from client’s POV, the company should price their services on the
basis of value addition and not necessarily on the competition.

The company can either way try to enhance the value addition characteristics to match with
the pricing.

CONCLUSION

This research study has helped in analyzing the needs and preferences of people who opt for
private security services. This study clearly states that there are several reasons depending on
which the behavior of a customer changes accordingly. This study has helped in knowing the
factors that the client expects from the service providers, factors that the clients value the
most and do not prefer compromising on.

But this study has also shown poor client retention by the company. There can be several
reasons such as the internal conflicts in the organization, lack of awareness of the changing
but redefined customer desires, casualty of the staff on duty etc.

45 | P a g e
But on an overall note, Zest Facility Services Pvt. Ltd. has been very successful in having a
very strong client base and also deserves an appreciation as 85.45% of the clients are satisfied
with their services. They have a well-qualified army of guards and also very experienced
seniors as the authorities. Zest Facility Providers have set a very good example for other
players in the market by maintaining a very good service quality through their private
security services. Their consistent quality service will lead them to be the best in the industry
in coming years.

I extend my gratitude to the authorities at Zest Facility Services Pvt. Ltd. for providing me
with an opportunity to conduct a research at the organization and adding an experience to my
life.

BIBLIOGRAPHY

The FICCI- Grant Thornton Report

Company Reports

Company Brochures

www.zestsecurity.co.in

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