ZFSPUnverified 2

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
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
10
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 trust Other kinds of property
offences
Number of cases 2012 Number of cases 2013
11 | 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
12 | 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.
13 | P a g e
BELIEF
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.
14 | P a g e
SERVICES
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
15 | P a g e
CLIENTLE
CORPORATES
INFRASTRUCTURE
MALLS & RETAIL OUTLETS
16 | P a g e
RESIDENTIAL & HOSPITALS
EDUCATIONAL INSTITUTES
MEDIA & ENTERTAINMENT
17 | P a g e
SWOT ANALYSIS
STRENGTHS WEAKNESSES
Future cost structure

Skilled workforce
Reduced labor costs Growth constraint
Strong clientle
SWOT
ANALYSIS
OPPORTUNITIES THREATS
Venture capital Increasing costs

Global markets Government regulations
Growing Demand
Business Extension
18 | P a g e
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
“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.
20 | P a g e
7. Competency of the
security
officer/managemen
t.
8. Value of services
compared to price
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)
21 | P a g e
ANALYSIS
Staff Response to Orders
Satisfactory 38 Continue services 42
Neutral 7 Not Sure 3
Not Satisfactory 0 Discontinue 0
16%0%
Satisfactory
Neutral
Not Satisfactory
84%
7%0%
Continue services
Not Sure
Discontinue
93%
Interpretation: Around 84% clients are satisfied with the staff’s response and
nearly 93% wish to continue with the service with Zest Securities Pvt. Ltd.
22 | P a g e
Punctuality of the staff
11%
Satisfactory
18%
Neutral
Not Satisfactory
71%
11%0%
Continue services
Not Sure
Discontinue
89%
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.
23 | P a g e
Efficiency in carrying out their duties
Efficiency in carrying out

their duties
6%
Satisfactory
27%
Neutral
67% Not Satisfactory
Efficiency in carrying out

their duties
16%0%
Continue services
Not Sure
Discontinue
84%
Interpretation: Around 67% employees are efficient in carrying out their

duties and nearly 84% clients wish to continue with the service with Zest
Securities Pvt. Ltd. on that basis.
24 | P a g e
Appearance of staff on duty
Appearance of staff on
duty
11%0%
Satisfactory
Neutral
Not Satisfactory
89%
Appearance of staff on
duty
0%
4%
Continue services
Not Sure
Discontinue
96%
Interpretation: Around 89% employees appear well on duty and nearly 96%
clients wish to continue with the service with Zest Securities Pvt. Ltd. on that
basis.
25 | P a g e
Telephonic Conversation
7%0%
Satisfactory
Neutral
Not Satisfactory
93%
0%
2%
Continue services
Not Sure
Discontinue
98%
Interpretation: Around 93% employees are efficient in telephonic

conversation and nearly 98% clients wish to continue with the service with
Zest Securities Pvt. Ltd. on that basis.
26 | P a g e
The way incident/crisis handled by staff
The way incident/crisis

handled by staff
7%
13%
Satisfactory
Neutral
Not Satisfactory
80%
The way incident/crisis

handled by staff
13%0%
Continue services
Not Sure
Discontinue
87%
Interpretation: Around 80% employees are efficient in handling crisis and

nearly 87% clients wish to continue with the service with Zest Securities Pvt.
27 | P a g e Ltd. on that basis.
Competency of the security officer/ management
Competency of the security

officer/ management
7%
18% Satisfactory
Neutral
Not Satisfactory
75%
Competency of the security

officer/ management
0%
22%
Continue services
Not Sure
Discontinue
78%
Interpretation: Around 75% security officers/management is competent

enough and nearly 78% clients wish to continue with the service with Zest
28 | P a g e
Value of services compared to price paid
Value of services
compared to price paid
7%
Satisfactory
31% Neutral
Value of services
compared to price paid
0%
24% Continue services
Not Sure
Discontinue
76%
Interpretation: Around 62% clients are satisfied with the value for the price
they have paid and nearly 76% clients wish to continue with the service with
29 | P a g e
Troubleshooting mechanism of Zest Services
Troubleshooting mechanism
of Zest Services
2%
16%
Satisfactory
Neutral
Not Satisfactory
82%
Troubleshooting mechanism
of Zest Services
0%
Not Sure
71% Discontinue
Interpretation: Around 82% clients are satisfied with the troubleshooting

mechanism and nearly 71% clients wish to continue with the service with
30 | P a g e
Handling confidential and privacy matters
Handling confidential and

privacy matters
11%0%
Satisfactory
Neutral
Not Satisfactory
89%
Handling confidential and

privacy matters
16%0%
Continue services
Not Sure
Discontinue
84%
Interpretation: Around 89% employees are efficient in handling confidential

and privacy matters and nearly 84% clients wish to continue with the service
with Zest Securities Pvt. Ltd. on that basis.
31 | P a g e
Operates in transparent manner
11% 2%
Satisfactory
Neutral
Not Satisfactory
87%
9%0%
Continue services
Not Sure
Discontinue
91%
Interpretation: Around 87% clients think that the company is transparent and
Ltd. on that basis.
32 | P a g e
Supervision of staff by supervisors
Supervision of staff by
supervisors
0%
7%
Satisfactory
Neutral
Not Satisfactory
93%
Supervision of staff by
supervisors
0%
4%
Continue services
Not Sure
Discontinue
96%
Interpretation: Around 93% employees are supervised by supervisors and

Ltd. on that basis.
33 | P a g e
Adherence to standard of conduct
Adherence to standard
of conduct
4%
16% Satisfactory
Neutral
Not Satisfactory
80%
Adherence to standard
of conduct
13%0%
Continue services
Not Sure
Discontinue
87%
Interpretation: Around 80% employees adhere to standard of conduct and

Ltd. on that basis.
34 | P a g e
Overall experience provided by Zest Services Pvt. Ltd.
Overall experience provided by Zest

Services Pvt. Ltd.
0%
18%
Satisfactory
Neutral
Not Satisfactory
82%
Overall experience provided by Zest

Services Pvt. Ltd.
0%
7%
Continue services
Not Sure
Discontinue
93%
Interpretation: Around 82% employees are satisfied with the overall

experience provided by the company and nearly 93% clients wish to continue
with the service with Zest Securities Pvt. Ltd. on that basis.
35 | P a g e
Utilization of modern technology
Utilization of modern
technology
11%
Satisfactory
16%
Neutral
Not Satisfactory
73%
Utilization of modern
technology
18% 0%
Continue services
Not Sure
Discontinue
82%
Interpretation: Around 73% clients think, the company uses modern

technology and nearly 82% clients wish to continue with the service with
36 | P a g e
24 X 7 services available
13%
Satisfactory
18%
Neutral
Not Satisfactory
69%
0%
20%
Continue services
Not Sure
Discontinue
80%
Interpretation: Around 69% clients have witnessed 24X7 service and nearly
80% clients wish to continue with the service with Zest Securities Pvt. Ltd.
on that basis.
37 | P a g e
Attendance of the staff
13% 0%
Satisfactory
Neutral
Not Satisfactory
87%
0%
18%
Continue services
Not Sure
Discontinue
82%
Interpretation: Around 87% clients are satisfied with the attendance of the
staff and nearly 82% clients wish to continue with the service with Zest
38 | P a g e
Professionalism among the staff
Professionalism among the

staff
6%
Satisfactory
27%
Neutral
Professionalism among the

staff
0%
Not Sure
71% Discontinue
Interpretation: Around 67% clients feel the employees are professional and
Ltd. on that basis.
39 | P a g e
Alertness of the staff
16% 0%
Satisfactory
Neutral
Not Satisfactory
84%
0%
20%
Continue services
Not Sure
Discontinue
80%
Interpretation: Around 84% employees are alert on duty and nearly 80%
clients wish to continue with the service with Zest Securities Pvt. Ltd. on that
basis.
40 | P a g e
Adaptability of the staff
Not Satisfactory 3 Discontinue
7%
15% Satisfactory
Neutral
Not Satisfactory
78%
9%
Continue services
Not Sure
Discontinue
91%
Interpretation: Around 78% employees adapt well with the client’s

requirements and nearly 91% clients wish to continue with the service with
41 | P a g e
FINDINGS
More than 8o% clients are satisfied with staff’s response, employees’ appearance, telephonic
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.
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.
42 | P a g e
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.
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.
43 | P a g e
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.
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.
44 | P a g e
BIBLIOGRAPHY
The FICCI- Grant Thornton Report
Company Reports
Company Brochures
www.zestsecurity.co.in
45 | P a g e

ZFSPUnverified 2

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

ZFSPUnverified 2

Uploaded by

Copyright:

Available Formats

EXECUTIVE SUMMARY

LIMITATIONS OF THE STUDY

SOURCES OF DATA COLLECTION

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

INDIAN SECURITY INDUSTRY

and infrastructure facilities, security checks,

Cash services is a growing segment

Electronic security services have vast

Increase in Crime Rate:

Increase in the number of Public Events

Value of property stolen (in crore)

Property related criminal cases (2013)

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

Number of cases 2012 Number of cases 2013

Compulsory security in schools

The Ministry of Home Affairs has issued compulsory security guidelines

Increased emphasis on women security

Installation of CCTV cameras on Gurgaon expressway

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

→ 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.

→ Cash Van and Armored Vehicles

→ Events & Exhibition Security Services

→ Fire Marshals and Traffic Wardens

→ IPR, Patents and Copyrights

→ Retail of Security Surveillance Products

MALLS & RETAIL OUTLETS

MEDIA & ENTERTAINMENT

Future cost structure

Venture capital Increasing costs

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

Name of the Institute: _____________________________________________________

Satisfactor Neutra Not Particulars Continu Not Discontinu

(Thank you for your Co-operation)

Staff Response to Orders

Satisfactory 38 Continue services 42

Neutral 7 Not Sure 3

Not Satisfactory 0 Discontinue 0

Staff Response to Orders

Staff Response to Orders

Satisfactory 32 Continue services 40

Neutral 8 Not Sure 5

Not Satisfactory 5 Discontinue 0

Punctuality of the staff

Punctuality of the staff

Satisfactory 30 Continue services 38

Neutral 12 Not Sure 7

Not Satisfactory 3 Discontinue 0

Efficiency in carrying out

Efficiency in carrying out

Interpretation: Around 67% employees are efficient in carrying out their