Customer's Satisfaction On South Co

DECLARATION
I do hereby declare that the project work entitled “CUSTOMER’S ATTITUDE TOWARDS
SOUTH CO. SERVICES” submitted to KHALLIKOTE AUTONOMOUS COLLEGE, is a
record of an original work done by me under the guidance of Dr. Y.D. Nayak , assistant professor
in Commerce, Khallikote College, and this project work is submitted in the partial fulfilment of
the requirements for the award of the Degree In Commerce (B.COM). The results embodied in
this thesis have not been submitted to any other University or Institute for the award of any degree
or diploma.
Khallikote Autonomous College

ACKNOWLEDGEMENT
I am highly indebted to my project mentor, Dr. Y.D. Nayak for his continuous support,
supervision, motivation and guidance throughout the tenure of my project in spite of his hectic
schedule who truly remained the driving spirit in my project and his experience gave me the light
in handling the research project and helped me in clarifying the abstruse concepts, requiring
knowledge and perception, handling critical situations and in understanding the objective of my
work.
I would like to thank all my seniors for their dedication and support, who contributed with insights
that reflect their experience in marketing from which I gain a lot.
I would like to thank my parents whose off time discussions with me always encouraged and
motivated me for the project. They were the one who helped me in understanding the market in a
better and easier way. Thanks to all my friends and colleagues that surround me and make life fun
to reduce stress and tiredness.
And lastly, it is only when one writes and realizes the true power of MS WORD 2010, from
grammar checks and replace-alls. It is simple. And the proper use of WINDOWS 10, the OS
where MS Office is unbelievable. Thank you Mr. Bill Gates and Microsoft Corp!
BERHAMPUR
DATE: 10TH FEBRUARY, 2020
PRIYANKA BISOYI
EXAM ROLL NO.: 011703CM253

CERTIFICATE OF ORIGINALITY
This is to certify that the attached paper is my original work. I am familiar with, and acknowledge
my responsibilities which are part of THE KHALLIKOTE AUTONOMOUS COLLEGE. I affirm
that this paper or any section of the paper has not been submitted by anyone else. I have identified
the sources of all information whether quoted verbatim or paraphrased and all quotations with
citations and reference listings. Along with citations and reference listings, I have used quotation
marks to identify all the quotations used in my work. Nothing in this assignment violates
copyright, trademark or other intellectual property laws. I further agree that my name typed on the
line below is intended to have, and shall have, the same validity as my handwritten signature.
SIGNATURE OF SUPERVISOR SIGNATURE OF STUDENT

(Dr. Y.D. Nayak)
EXAM ROLL NO.: 011703CM253
ASST. PROFESSOR IN COMMERCE

PREFACE
Any organisation has to listen to their customers and stakeholders. My study in CUSTOMER
ATTITUDE TOWARDS SOUTH CO. SERVICES, have shown that the long term success of a
corporation is closely related to its ability to create and maintain loyal and satisfied customers,
adapt to customer needs and changing preferences. Customer attitude is a crucial goal for most
organisations. In order to monitor customer attitude, and to take action for improving it, a number
of different methods have been developed and tested. However for the purpose of developing
tangible applications for results, a number of criteria have to be fulfilled in any such measurement
system, not least if the ambition is to compare and benchmark.
My research exposed the following general characteristics of customer attitude involving features
or qualities related to customer satisfaction serving to identify this phenomenon among other
customer relationship management propositions:
1. Customer attitude is a highly variable personal assessment that is greatly influenced by
individual expectations based on their own information, expectations, direct contact and
interaction, and circumstances (time, location and environment).
2. Customer attitude involves the sum of personal (product and service) experiences driven bt
its antecedents.
3. Customer attitude is more often related to purchase, loyalty and retention behaviour with
an effect on organisation’s profitability.
4. Customer attitude characterises itself by a high degree of word-of-mouth where satisfied
customers are more likely to share their experiences with other people to the order of
perhaps five or six people. Equally well, dissatisfied customers are more likely to tell
another ten people of their unfortunate experience.
With that in mind, customer attitude can be addressed as strategic business development tool.
Customer satisfaction does have a positive effect on an organisation’s profitability. Satisfied
customers form the foundation of any successful business as customer satisfaction leads to
repeat purchase, brand loyalty and positive word of mouth. Research has demonstrated that
even a difference between a totally satisfied customer and a somewhat satisfied customer
could lead to an increased revenue contribution of a factor 26.

CHAPTER-1
1. INTRODUCTION
Customer satisfaction (often abbreviated as CSAT) is a term frequently used in marketing. It is a
measure of how products and services supplied by a company meet or surpass customer
expectation. Customer satisfaction is defined as “the number of customers, or percentage of total
customers, whose reported experience with firm, its products, or its services (ratings) exceeds
specified satisfaction goals.
The Marketing Accountability Standards Boards (MASB) endorses the definitions, purposes, and
constructs of classes of measures that appear in Marketing Metrics as part of its ongoing Common
Language in Marketing Project. In a survey of nearly 200 senior marketing managers, 71 percent
responded that they found a customer satisfaction metric very useful in managing and monitoring
their businesses.
It is seen as a key performance indicator within business and is often part of a Balanced Scorecard.
In a competitive marketplace where businesses compete for customers, customer satisfaction is
seen as a key differentiator and increasingly has become a key element of business strategy.
Customer satisfaction provides a leading indicator of consumer purchase intentions and loyalty.
Customer satisfaction data are among the most frequently collected indicators of markets
perceptions. Their principal use is twofold:
1. Within organisations, the collection, analysis and dissemination of these data send a
message about the importance of tending to customers and ensuring that they have a
positive experience with the company’s goods and services.
2. Although sales or market share can indicate how well a firm is performing correctly,
satisfaction is perhaps the best indicator of how likely it is that the firm’s customer will
make further purchases in the future. Much research has focused on the relationship
between customer satisfaction and retention. Studies indicate that the ramifications of
satisfaction are most strongly realized at the extremes.
On a five-point scale, “individuals who rate their satisfaction level as 5 are likely to become return
customers and might even evangelize for the firm. A second important metric related to
satisfaction is willingness to recommend. This metric is defined as “the percentage of surveyed
customers who indicate that they would recommend a brand to friends”. When a customer is
satisfied with a product, he or she might recommend it to friends, relatives and colleagues. This
can be a powerful marketing advantage. Individuals who rate their satisfaction level as 1, by
contrast, are unlikely to return. Further, they can hurt the firm by making negative comments
about it to prospective customers. Willingness to recommend is a key metric relating to customer
satisfaction.

1.1IMPORTANCE OF THE STUDY
Customer satisfaction doesn’t just impact the business’ bottom line, it also impacts the morale and
retention rate. Businesses need money to survive. To make money, businesses need customers.
Terms that measure customer satisfaction can easily calculate the expected risk of unhappy
customers. By putting a number to the importance of customer satisfaction, the employees can
have more meaningful conversations with the boss of the company and about investing in the
team.
• Satisfied customers will recommend the company to their network. Customer advocacy is
a very efficient form of marketing. Small businesses estimate that 85% of their new
business comes from word of mouth.
• Satisfied customers will continue to buy from the company. Not only do loyal customers
spend more long term, it’s actually cheaper to keep them happy than trying to acquire a
new customer. It’s 6 times more expensive to woo that new customer than it is to retain an
exsisting one.
• Satisfied customers are better for the sanity of the company. Listening to what customers
want means that the company won’t be constantly at odds with the clients. Just like
arguments in a relationship are emotionally draining, having grumpy customers constantly
writing into a support team leads to burnout and a much unhappier work environment.
Building relationships with customers: Customer satisfaction is key in creating a long-term
relationship with the customers. If we think back to the dating analogy, going through the sales
process is just like wooing the prospect to turn them into the customers. But keeping a long term
relationship functioning is hard work. The need to keep delivering the value time and again is
constant like the need to keep the customers satisfied.
• 81% of satisfied customers are more likely to do business with the company again if they
have a positive experience.
• 95% of customers will take action after a negative experience – like sharing concerns with
friends and family, or churning.
Ongoing satisfaction leads to loyalty. Once customers have placed trust in a company and are
assured that the company will continue to deliver, they will continue to do business with them.
Happy customer means happier employees: No one likes being yelled at. It’s just not a fun
situation to be in. Agents who routinely have to deal with upset customers can find their job
draining. It’s even worse if the agents aren’t empowered to resolve the situation. Instead of feeling
like part of the solution, the team will feel like a barricade between the customers and the rest of
the business. When agents feel drained, uninspired and ineffective, they don’t tend to stay in their
jobs for very long.
So it is said, customer satisfaction doesn’t just impact the business’ bottom line, it also impacts
team morale and retention rate. It is believed that there’s a correlation between CSAT (Customer
Satisfaction) and ASAT (Agent Satisfaction). When one goes up, so does the other. It’s a positive
feedback cycle that leaves everyone feeling happier, more motivated and satisfied. While the
business might survive with angry, single-purchase customers, only businesses with a focus on
customer satisfaction will thrive. Thus, customer satisfaction is the difference between surviving
and thriving.

It’s obvious that satisfied customers are a good thing. However, it may be bit harder to articulate
why. The short answer: companies that prioritize customer satisfaction grow and increase revenue.
Those that do not, don’t.
At it’s most basic, customer satisfaction measures how the product, service, and overall
experience either falls short, meets, or exceeds customer expectations. Regardless, it’s measures
and the rates, the attempts to manage how to make the customer happy are with the company, the
products, and the brand as a whole.
So, Happy = good. Not-so-happy = bad. It’s really that simple.
Here are 5 more solid reasons why customer satisfaction is not only important but also beneficial
for the company:
1. A loyal customer is a treasure the company should keep and hide from the world.
2. They can stop being clients in a heartbeat.
3. It’s (all) about the money, too.
4. Customer satisfaction is a factor that helps the company stand out of the competition.
5. Great customer experience can take the brand places.
Providing a great customer service will satisfy both the company and the targets. The customers
get a proper service, the company gets a proper revenue and everyone is happy. As simple as that.
3
1.2OBJECTIVES OF THE STUDY
A) PRIMARY OBJECTIVES:
1. To study customer satisfaction level for the company SOUTHCO LTD. ODISHA.
2. To understand various problems faced by the customers of SOUTHCO LTD.
3. To understand the awareness about the company’s products among the customers.
4. To study on products they deliver to the customers and how the services are provided,
while delivering the product and maintaining the customers.
5. To analyse with the competitive company by comparing with product and services
provided to the customers.
6. To study on maintenance of products and services in an effective manner, and measure the
level of customer satisfaction.
7. To study on how much faster the services are provided by the SOUTHCO LTD if any
mistake happened.
B) SECONDARY OBJECTIVES:
1. To analyse the complaints of the customers towards the products and the services delivered
by THE SOUTHCO LTD.
2. To collect the information of the availability of particular products and services.
3. To find out the customer interest for the company’s product.
4. To develop effective solution to the problems faced by the customers.
5. To suggest measures for improving the financial performance of the organisation.
6. To analyse the profitability position of the company.
7. To assess the return on investment of the company.
8. To determine the solvency position of the company.
9. To suggest measures for effective and efficient usage of the power.

1.3SOURCES OF DATA
Data is one of the most important and vital aspect of any research studies. Researchers conducted
in different fields of study can be different in methodology but every research is based on data
which is analysed and interpreted to get information. Data is the basic unit in statistical studies.
Statistical information like customer satisfaction, population variables, and health statistics records
are all developed from data.
There are two sources of data collection techniques. Primary and Secondary data collection
techniques, Primary data collection uses surveys, experiments or direct observations. Secondary
data collection may be conducted by collecting information from a diverse source of documents or
electronically stored information, and market studies are examples of common sources of
secondary data. This is also referred to as "data mining."
PRIMARY DATA:
Primary data means original data that has been collected specially for the purpose in mind. It
means someone collected the data from the original source first hand. Data collected this way is
called primary data. Primary data has not been published yet and is more reliable, authentic and
objective. Primary data has not been changed or altered by human beings; therefore its validity is
greater than secondary data.
1. Survey:
Survey is most commonly used method in social sciences, management, marketing and
psychology to some extent. Surveys can be conducted in different methods.
2. Questionnaire:
Questionnaire is the most commonly used method in survey. Questionnaires are a list of
questions either an open-ended or close ended for which the respondent give answers.
Questionnaire can be conducted via telephone, mail, live in a public area, or in an institute,
through electronic mail or through fax and other methods.
3. Interview :
Interview is a face-to-face conversation with the respondent. It is slow, expensive, and they
take people away from their regular jobs, but they allow in-depth questioning and follow-
up questions.
4. Observations:
Observations can be done while letting the observing person know that he is being
observed or without letting him know. Observations can also be made in natural settings as
well as in artificially created environment.
ADVANTAGES OF PRIMARY DATA:
1. Data interpretation is better.
2. Targeted Issues are addressed.
3. Efficient Spending for Information.
4. Decency of Data.
5. Addresses Specific Research Issues.
6. Greater Control.
7. Proprietary Issues.
DISADVANTAGES OF PRIMARY RESEARCH:
1. High Cost
2. Time Consuming
3. Inaccurate Feed-backs
4. More number of resources is required
SECONDARY DATA:
Secondary data is the data that has been already collected by and readily available from other
sources. When we use Statistical Method with Primary Data from another purpose for our purpose
we refer to it as Secondary Data. It means that one purpose's Primary Data is another purpose's
Secondary Data. So that secondary data is data that is being reused. Such data are more quickly
obtainable than the primary data. These secondary data may be obtained from many sources,
including literature, industry surveys, compilations from computerized databases and information
systems, and computerized or mathematical models of environmental processes.
1. Published Printed Sources:
There are varieties of published printed sources. Their credibility depends on many factors.
For example, on the writer, and time and date when published. New sources are preferred
and old sources should be avoided as new technology and researches bring new facts into
light.
2. Books:
Books are available today on any topic that you want to research. The uses of books start
even before we have selected the topic. After selection of topics books provide insight on
how much work has already been done on the same topic and so we can prepare the
literature review. Books are secondary source but most authentic one in secondary sources.
3. Journals/periodicals:
Journals and periodicals are becoming more important as far as data collection is
concerned. The reason is that journals provide up-to-date information which at times books
cannot and secondly, journals can give information on the very specific topic on which you
are researching rather talking about more general topics.
4. Magazines/Newspapers:
Magazines are also effective but not very reliable. Newspaper on the other hand is more
reliable and in some cases the information can only be obtained from newspapers as in the
case of some political studies.

Published Electronic Sources:
As internet is becoming more advance, fast and reachable to the masses; it has been seen that
much information that is not available in printed form is available on internet. In the past the
credibility of internet was questionable but today it is not. The reason is that in the past journals
and books were seldom published on internet but today almost every journal and book is available
online. Some are free and for others you have to pay the price.
1. E-journals:
E-journals are more commonly available than printed journals. Latest journals are difficult
to retrieve without subscription but if the university has an e-library, we can view any
journal, print it and those that are not available, we can make an order for them.
2. General Websites:
Generally websites do not contain very reliable information so their content should be
checked for the reliability before quoting from them.
3. Weblogs:
Weblogs are also becoming common. They are actually diaries written by different people.
These diaries are as reliable to use as personal written diaries.
ADVANTAGES OF SECONDARY DATA:
1. Inexpensive.
2. Easily accessible.
3. Immediately available.
4. Will provide essential background and help to clarify or refine research problem – essential
for literature review.
5. Secondary data sources will provide research method alternatives.
6. Will also alert the researcher to any potential difficulties.
DISADVANTAGES OF SECONDARY DATA:
1. Expensive
2. Not immediately available – takes time to define problem, sampling frame, method and
analysis.
3. Not as readily accessible
4. Incomplete Information
So primary research entails the use of immediate data in determining the survival of the market.
The popular ways to collect primary data consist of surveys, interviews and focus groups, which
shows that direct relationship between potential customers and the companies. Whereas secondary
research is a means to reprocess and reuse collected information as an indication for betterments
of the service or product.

1.4 STATISTICAL TOOLS USED TO MEASURE CUSTOMER
SATISFACTION
Customer satisfaction is difficult to measure due to several reasons. Counting on customer
satisfaction owing to their feedback is not the case because most people prefer keeping quiet when
satisfied. Some people see no need of contacting the service provider while others seek to pass
their complaints.
Requirements for customer satisfaction are not only unique but difficult to quantify. Setting
standards and improving employee relationships with customers is central strategy of measuring
customer satisfaction and ensuring that success is determined.
In line with standard procedures in survey sampling the objects under study have to be defined as
well as the target populations, the frames containing the targets and the domains of study.
The first contact will probably be through the web. Surveys on the web could typically consist of
some questionnaire that pops up when someone has entered the agency’s website. The
questionnaire would not likely be detailed but fairly simple and focus on questions dealing with
the appearance of the site. This could be suitable for continuously monitoring the opinions of the
visitors to the site. Some features of this type of survey are worth considering. Unless questions
are asked about it, there would be no way to distinguish between the contacts so presumably the
responses will be taken as representative for the public. However there seems to be reason to
believe that it is not entirely representative for the public since the other categories would
probably be overrepresented. There will probably be several answers from the same individual.
This means that if the person answers to the questionnaire every time he/she visits the site it will
be automatically be weighted according the frequency of the visits. If he /she does not answer
every time the frequency is unknown. The non-response rate would typically be unknown. This
type of survey is cheap, fast and can generate data continuously.
The second contact is likely to be through telephone and/or mail/email. An agency mails a
questionnaire to a group of customers or former customers. The customers complete the
questionnaire and mail it back to the sender. Mail surveys tend to consume less staff time as
interviewers are not used. However, mail surveys tend to have low response rates—many
customers fail to respond to them, even when provided with an addressed, stamped envelope for
returning the completed questionnaire.
The third step is a meeting or discussion over the phone with the staff of the agency. The agency
calls current and/or former customers asking questions by telephone. Telephone surveys are
impractical in much of “Indian country” because of the high percentage of homes that lack
telephone service. If telephone surveys are used as a method for collecting customer satisfaction
data, it is helpful to send a postcard to the customer in advance of the telephone call informing
him/her of the survey. It is possible also to obtain data from Face-to-face interviews where a
member of the agency program staff or another person interviews current and/or former customers
(often at a program office or at a post-placement workplace), reading and/or signing the
questionnaire items to the customer. Face-to-face interviews, by their nature, tend to be more
intimate than the other methods of data collection. This intimacy can be used to communicate care
and concern to customers, but can have the disadvantage that customers may be more reluctant to
criticize or speak negatively about the program in a face-to-face interview than in an Internet,
mail, or telephone survey.
Ways of measuring customer satisfaction include:
1. Survey customers:
Surveying customers is the only probable way of getting customer feedback unless they
contact the company.
Most people are busy and have no time to pass redress.
The company can provide survey through several ways such as emails and use of phone
calls.
To get credible feedback, the company needs to allow customers to answer questions on
weighted scale.
The company can conduct repeated surveys, over time, to measure changing comments
from customers.
2. Understand expectations:
Understanding what customers expect from the company will provide ground to satisfy
their expectations by giving them enjoyable service.
Making an effort to discover what customers expect from the company in terms of service
and products is the way to satisfying their needs.
3. Finding out where the company is failing:

On situations where the company is not fulfilling customer requirements, it is credible to
find out where it is failing.
Incidences where products are less than advertised should not arise.
Find out if employees are making promises that cannot be met.
Taking strides and attending seminars that will equip the company with better managerial
skills.
Know the chain of communication so as to know where communication faults are and
foster amendments.
4. Pinpoint specifics:
Whether a customer is satisfied or not, the company needs to collect information to help
assess the situation.
Collect information about what customers purchased, what they liked and they did not like,
their actual purchase expectation and their suggestions for improvement.
5. Assess the competition:

Having the initiative to know why customers consider other brands above the company’s.
Through the survey, inviting customers to come and compare and contrast the company’s
services and products and make judgment on what they are not offering.
6. Try to measure the emotional aspect:

Customer experiences after buying a given product are attributed to quality.
Feedback from customers in relation to quality, reliability and extent satisfaction should be
matched.
Comments customers make are a measure of their satisfaction.
Customers showing dissatisfaction prompts change of strategy.
7. Loyalty measurement:
Customer loyalty is the likelihood of repurchasing products or services.
Customer satisfaction is a major predictor for repurchasing and it is influenced by explicit
performance of the product, value and quality.
Loyalty is basically measured when a customer recommends to a friend, family member
about given product.
Overall satisfaction, repurchasing and likelihood of recommending to a friend are
indicators of customer satisfaction.
8. A series of attribute satisfaction measurement:

This strategy takes into account the affective and cognitive pattern.
Affective behaviour is intrigued to liking and disliking owing the benefits the product is
attached with.
Customer satisfaction is influenced by perceived quality the product is attached with and it
is regulated by expectations of the product or service.
Customer attitude towards a product are as a result of product information through
advertisement and any experience with the product whether perceived or real.
Cognition is the judgment on whether the product is useful or not useful.
Judgment is always intended use of application and use of occasions for which the product
is purchased.
9. Intentions to repurchase:
Future hypothetical behaviour that indicates repurchasing the product is a measure of
satisfaction.
Satisfaction can influence other post purchasing trend through use of the word of mouth or
social media platform.
10. Monitoring:
Monitoring can be directed at phone, email and chat communications.
Monitoring includes automated phone interactions designed by companies to help give real
world glimpse.
11. Average Handling Time:
This means the average time taken to handle any customer query. This should be as less as
possible. I believe this is self-explanatory because if the query is entertained and resolved
in time or less time, the customer will feel comfortable and satisfied. So, keep your AHT
as less as possible.
12. First call resolution:

This means the customer query should be resolved in a very first call. There should not be
any delay or hold in seeking the correct answer by your support team.

13. Feedback Survey:
An outbound team should be operated to contact the company’s connected consumers to
understand their problems while using their products or services. Take the feedback of
customers on the company’s products and understand then solve their problems. This helps
in building trust in the consumers for the brand. This is again a type of satisfaction.
14. Google Rating:

We all are familiar with this term. This is one of the best ways to measure C- SAT. More
the Star Rating, more the customer is satisfied with the brand.
Well, the most important thing is that the business backed with an intelligent support team
keeping the knowledge of all its products and resolve all customer query will help the
business grow. So, build a support team first.
Seamlessness is the word that comes to mind. As the company company and customer base grows,
we embark on a journey to implement processes that would help the customer service team
support customers on a large scale. Our vision should be to facilitate a fluid end-to-end service for
the customers, for any problem large or small. As any support manager knows, this is a monstrous
and never-ending project. This is how we tackled the challenges and reached our goal:
1. Keeping up with a fast-paced market and rapidly changing product with dynamic
operations coupled with robust knowledge generation.
2. Reducing resolution time without hurting the level of service with the help of
collaboration, automation, and data-backed decisions.
3. Reducing ticket number and increasing satisfaction.

1.5SCOPE OF THE STUDY
Today, competition among businesses has become increasingly intense and organizations realize
that they cannot compete with each other solely on price, but need to focus on their valued
customers. The purpose of this thesis was to measure the current level of the customer satisfaction
in the case company as well as to better understand customers’ needs from the company’s point of
view in order to improve customer service. Another purpose was to analyse the reasons and
factors that might obstruct efforts to affect satisfaction levels.
The theoretical section of the thesis concentrates on service, service quality and factors affecting
the satisfaction level. At the beginning of the theory, elements of service are first discussed and
then, the importance of customer satisfaction and measuring customer satisfaction is described.
All the data for the theoretical section was collected from the literature.
This research was accomplished using a quantitative research approach by means of a
questionnaire and small interview conducted with the company owner. The questionnaire was
divided into three parts, containing multiple choice questions and including an open question
about customer feelings and opinions at the end. The questionnaire was distributed to the company
over a period of one month.
In conclusion, the research revealed that the current service level of SOUTHCO can be judged as
positive and customers are very satisfied with the service they have received. However, several
areas were found that need to be improved. In order to improve the level of customer satisfaction,
it is recommended that the company should improve its’ service environment, implement staff
training, and adjust the price of the service, as well as conducting regular advertising campaigns to
attract new customers and to inform exiting customers about special offers and upcoming events.
In today’s modern competitive, fast paced and global economy, a company has to consider its
customers more than ever. The increasing power of the customer and fierceness of the competition
mean that many organizations are seeking their marketplaces and profit margins eroded.
‘The challenge for business today is to move from product orientation to customer focus. This is
becoming more difficult because now customers are increasingly sophisticated, educated and well
informed. They have high expectations of the service they want to receive. They want greater
choice and will not be ‘sold to’ or manipulated. Therefore, now-a-days, customers are willing to
be treated as individual. They want to be valued and to feel their custom important. Service
organizations constantly strive for the higher level of customer services.
Total care of the customer can only be achieved when the need of the internal as well as external
customers is considered. A good customer service meet customers’ expectation which is
influenced by such factors as competitive pricing, employees courtesy and behaviour, good value,
service quality. However, a good employee tries with heart and mind to ensure the best possible
service for the customer. The purpose of the thesis therefore was to investigate the factors
affecting the level of customer satisfaction and thereby improving the quality of services and
products.
To provide excellent service, an organization needs to exceed customer expectations. An
important factor in providing good service is to keep promises always and not to guarantee things
that cannot be delivered. The main reason behind the research is to measure whether the current

situation of customer service was satisfactory of company SOUTHCO. Furthermore, to consider
the possible way that can be improved.
The company SOUTHCO is committed to transform itself into a successful and efficient electric
supply company, responsive to the needs and expectations of consumers and interests of all
stakeholders. At present, SOUTHCO operates in the geographical area covering 47,000 sq. km.
and provides electricity to about four lakhs consumers in its licensed area. The interest of this
thesis comes from the fact of being involved as an employee for the company as well as a student
of business management the author finds attractive to measure customer satisfaction.
In this modern internet era, a non-internet based electric supply agency as like SOUTHCO need to
be very strategic to make a good impression in front of the customer. The current customer
satisfaction level, factors affecting those satisfactions and customer loyalty factors will be
discussed in this thesis.
The purpose of this study is to measure the current satisfaction level of the customer as well as
better understand the customer’s needs from company’s point of view for improving the service
level.
It will also analyse the reason and factors that influences customers’ satisfaction level and assist to
find out the problems with the service of the case company. The analysis combined with empirical
study in order to solve practical problems and find logical solution as well as give insight that
might help the company to improve satisfaction level of customer and service level of the
company.
The main reason of this thesis is to measure the satisfaction level of the customer with current
services provided by the case company SOUTHCO, which is supplying electricity and a few
additional services with that. The research approach used in this thesis is a quantitative method in
the form of a questionnaire to customers. All the data will be collected through questionnaire and
analysed by the statistical software. Based on those data result, author will finally give suggestion
in conclusion part that might help the case company to improve their service level.
The research is divided into different parts. At first, theoretical background, frames the general
idea of services, customer satisfaction, price influences on satisfaction and customer loyalty.
The second part relates to methodology of the study that describes about how the data have been
collected and what method will be used in the research. This section also explains about the
reliability and validity of the study. The next part is the empirical study that explains SWOT and
the current situation of the case company. Actually this part focused on how theoretical frame
connects to real case company about customer satisfaction.
The final part of the research is the conclusion; the findings and recommendation for the future
development of customer satisfaction level of the company.

1.6PERIOD OF THE STUDY
The Southern Electricity Supply Company Of Odisha Limited (SOUTHCO) was incorporated on
19-11-1997 under the Companies Act, 1956 as a Public Limited Company. The Company started
functioning with effect from 26-11-1998, under the distribution and retail supply license of
GRIDCO, after notification in the official gazette by the Govt. of Odisha. SOUTHCO received the
Distribution and Retail Supply license from Odisha Electricity Regulatory Commission (OERC)
for distribution and retail supply of electricity in the Southern Odisha, consisting of districts of
Ganjam, Gajapati, Rayagada, Koraput, Phulabani, Kandhamal, Nawrangpur, Malkangiri, and Puri
(some parts) with effect from 01-04-1999. By virtue of Power Sector reform in Odisha,
SOUTHCO became a subsidiary of BSES Limited, Mumbai on 1st April, 1999 by acquisition of
51% of the shareholding of the Company by BSES Limited. The Company has authorised and
paid up capital of Rs.37.66 crores.
At present, SOUTHCO operates in the geographical area covering 47,000 sq. km. and provides
electricity to about four lakhs consumers in its licensed area.
SOUTHCO is committed to transform itself into a successful and efficient electric supply
company, responsive to the needs and expectations of consumers and interests of all stakeholders.
Through teamwork and innovations, SOUTHCO shall ensure.
SOUTHCO heeds to the development of an efficient and reliable electricity supply network which
meets the requirement of diverse group of consumers.
It also pays its attention towards development of the Company as a learning organisation which
consider customer satisfaction as main purpose of business.
Streamlining of the billing system, revenue collection and other value added services for
consumers.
Strengthening of safety, loss reduction activities & promoting environment protection.

1.7LIMITATIONS OF THE STUDY
As we know, there are many benefits of customer satisfaction and many firms strive to maximize
their CSAT scores. In service firms in particulars, customer satisfaction is often their key
marketing goal (and most significant marketing metric) that is regularly tracked and assessed.
However, there are a number of limitations of customer satisfaction in terms of relying too heavily
on this marketing metric. It is, therefore, important to understand the various limitations in order
to utilize the results of CSAT research/scores appropriately.
Though the detailed investigation is made in the present study, still there are following limitations:
• Expected versus delivered value is being measured – CSAT is NOT necessarily a measure
of overall value or quality of the firm and its offerings.
• High CSAT scores may be simply a reflection of low expectations of the firm.
• High CSAT scores may not deliver increased profitability (and may even have a negative
financial impact – primarily due to the firm over-delivering increased customer value).
• Existing customers will adjust their expectations to the value regularly being delivered,
resulting in most customers being “just satisfied” (reflected in average, not high, CSAT
scores). This means that it is difficult (high effort and cost) to maintain very high
satisfaction scores over a long period of time.
• More engaged and involved customers are more likely to participate in optional market
research surveys, such as online surveys, potentially leading to an overestimation of CSAT
levels.
• There are better measures available – for the aggregate of factors that customer satisfaction
is suggested to address (which include of loyalty, customer profitability, likeability of the
firm, word-of-mouth potential, and so on).
Understanding the limitations of CSAT:
There are a number of limitations of customer satisfaction in terms of relying too heavily on this
marketing metric. It is, therefore, important to understand the various limitations in order to utilize
the results of CSAT research/scores appropriately.
1. Expected versus delivered value is being measured:
The basic premise of customer satisfaction is that it is the customer’s evaluation of how
well the firm delivered on its value promises. In other words, did the firm live up to the
expectations of value in the mind of the consumer. Therefore, the consumer goes through
some method of comparison to reach an overall assessment, as per the following simple
list:
• Received value exceeds expectations = Highly satisfied

• Received value equals expectations = Just satisfied
• Received value is below expectations = Dissatisfied
The key limitation with this model is the impact of expectations – this can be the major
driver in determining the level of customer satisfaction, rather than the overall value
provided to the consumer.

Assume you were expecting a $100 gift for your birthday and you only received $50, you
would be disappointed (dissatisfied). But if you were only expecting $10 and received $50,
you would be delighted (highly satisfied). As you can see, in this example you received
$50 in both instances, but it was your initial level of expectation that was the main driver
of your level of satisfaction.
The same principle applies to consumers and their interactions with firms/brands when
forming views of customer satisfaction, particularly for new customers to the firm. Their
resultant initial customer satisfaction assessment will be primarily driven by their prior
held expectations.
The main concern here is that the easiest way for a firm to achieve high CSAT (customer
satisfaction) scores is to create relatively low levels of expectations. Everybody may have
heard the old under-promise and over-deliver cliché but that can be a fallacy that is
discussed in a separate article on this website and may even reduce profitability.
Therefore, if consumers have relatively low levels of expectations of a firm, then they are
less likely to deal with them and they are less likely to use the firm for higher value
purchases. These two factors in combination increase new customer acquisition costs
while, at the same time, limiting profit per customer – which adds up to equal reduced
profitability, not enhanced profits.
A good example of this occurs in the credit union industry, where (on average) credit
unions have much higher CSAT scores than banks, but much lower rates of growth and
profitability.
2. High satisfaction scores cannot be maintained over time:

Given that the strategy of having low expectations (under-promise and over-deliver) in
order to generate high customer satisfaction levels is not a profitable or long-term strategy,
the question then becomes: should the firm build high expectations and then work really
hard to exceed these high expectations?
Again the basic premise here, at least at first glance, seems quite logical. Building high
expectations with the target market should increase numbers of new customers and many
of them should be high-value customers as well. And provided you exceed these high
expectations with an even higher level of product and service quality, these new customers
will be highly satisfied.
But there are two concerns in this regard. The first is the amount of cost and effort required
to deliver products and services well above high expectations (possibility from demanding
customers). This is especially difficult if it is a very large service firm that is highly reliant
upon direct staff-customer contact. Therefore, this approach may simply be cost
prohibitive.
The second concern is that CSAT scores evolve over time with the experience of the
customer with the firm. This means that, even after the first very satisfactory encounter
with the firm, many customers will increase their level of expectations accordingly.
Therefore, for future purchases or encounters the customers will now expect very high
value/service, meaning that they will become “just satisfied”. In fact, most service firms

primarily have most of their customers in the “just satisfied” category – please refer to this
separate article on why this happens.
3. CSAT probably does not accurately measure what it is designed to measure:

Customer satisfaction is essentially designed to be a top-level and all encapsulating
marketing metric. That is, its intent is to summarize the firm’s overall level of marketing
performance. This is because CSAT is seen as a combination measure for:
• Customer loyalty
• Customer profitability
• How much customers like the firm
• Whether the customers will recommend the firm
However, customer satisfaction can be a relatively poor measure of the above issues and
there are more direct and reliable marketing metrics available.
For example, customer loyalty can be measured more accurately through loyalty programs
or through the customer database. In fact, research suggests that there is a weak correlation
between CSAT and loyalty. And customer profitability does not necessarily align to high
customer satisfaction scores either, as highlighted in the credit union industry case study
example.
The final bullet point above is quite interesting and more relevant. Many firms are now
using a version of “would you recommend this firm to a friend?” This is becoming a
highly viable alternative to the traditional customer satisfaction question. Its prime
advantage is that it removes the impact of expectations and provides a much cleaner and
reliable metric as a result.
So, the primary limitations of customer satisfaction of SOUTHCO SERVICES are:
• The study was limited to only four years Financial Data.
• The study is purely based on secondary data which were taken primarily from Published
annual reports of SOUTHCO LTD.
• There is no set industry standard for comparison and hence the inference is made on
general standards.
• The ratio is calculated from past financial statements and these are not indicators of
future.
• The study is based on only on the past records.
• Non availability of required data to analysis the performance.
• The short span of the time provided also one of limitation

CHAPTER-2
2. PROFILE OF THE COMPANY SOUTHCO LTD.
INTRODUCTON OF SOUTHCO.
The Southern Electricity Supply Company of Odisha limited (SOUTHCO) was incorporated on
19-11-1997 under the companies Act, 1956 as a public Limited company. The Company started
functioning with effect from 26-11-1998, under the distribution and retail supply license of
GRIDCO, after notification in the official gazette by the Govt. of Odisha, SOUTHCO received the
distribution and retail supply license from Odisha Electricity Regulatory commission(OERC) for
distribution and retail supply of electricity in the southern Odisha, consisting of district of Ganjam,
Gajapati, Rayagada, Koraput, Phulbani, Kandhamal, Nawrangpur, Malkangiri, and Puri(some
parts) with effect from 01-04-1999. By virtue of Power sector reform in Odisha. SOUTHCO
became a subsidiary of BSES Limited, Mumbai on 1st April, 1999 by acquisition of 51% of the
shareholding of the company by BSES Limited. The company has authorized and paid up capital
of Rs.37.66 crores. At present, SOUTHCO operates in the geographical area covering
47,000sq.kms.and provides electricity to about 16 lakhs consumers in its licensed area.
2.1VISION OF THE COMPANY
SOUTHCO is committed to transform itself into a successful and efficient electric supply
company, responsive to the needs and expectation of consumers and interests of all stake holders.
Through teamwork and innovation, SOUTHCO shall ensure.
• Development of an efficient and reliable electricity supply network which meets the
requirements of diverse group of consumers.
• Development of the company as a learning organisation which consider customer
satisfaction as main purpose of business.
• Streamlining of the billing system, revenue collection and other value added service for
consumers.
• Strengthening of safety, loss reduction activities & promoting environment protection.
2.2CLASSIFICATION OF CONSUMERS
Licensee may classify or reclassify the consumer into various categories from time to time as may
be approved by the Commission and fix different tariffs and conditions of supply for different
class of consumers. The present classification is as follows:
a) Domestic consumers:
This category relates to supply of power to residential premises for domestic purpose only
and shall include consumers under Kutirjyoti Programme. This shall also include supply to
occupants of flats in multi-storied buildings or residential colonies receiving power at
single point for domestic purposes when connected load for non-domestic load exceeds
10% of the total connected load. In case the non-domestic load exceeds 10% of the total
connected load; they shall be treated as commercial or general-purpose consumers as

applicable. This shall not cover residential colonies attached to industrial establishment
where power supply is drawn through the meter of the industrial establishment.
b) Commercial:
This category relates to supply of power to premises to which are used for office, business,
commercial or other purposes not covered under any other category with a contract
demand up to but excluding 110KVA and where the non-domestic load exceeds 10% of
the total connected load.
c) Street Lighting:
This category relates to supply of power to local authority or public body for providing
streetlights.
d) Railway Traction:
This category relates to supply of power for railway traction.
e) Irrigation Pumping and Agriculture:

This category relates to supply of power for pumping of water in lift irrigation, flow-
irrigation, and for lifting of water from wells, drains, streams, rivulets, rivers, ponds, dug
wells exclusively for agricultural purposes.
f) Public Water Works and Sewerage Pumping Installation:

This category relates to supply of power for public water supply and sewerage pumping
installations owned and operated by the State Government, local bodies or their agencies.
g) General Purpose:
This category relates to supply of power for all general purposes comprising mixed load
and with a contract demand of 110 KVA and above where the non-domestic loads exceeds
10% of the total connected load.
h) Public Instructions:
This category relates to supply of power to educational institution including hostels,
government hospitals, government dispensaries, primary health centres, charitable
dispensaries, religious institutions, dharma Salas, electrics crematoriums and non-
commercial sports organizations.
i) Small Industries:
This category relates to supply of power of power for industrial production purpose with a
contract demand below 22 KVA, where power is generally utilized as motive force.
j) Medium Industries:
This category relates to supply of power for industrial production with contract demand of
22 KVA but below 110 KVA, where power is generally utilized as motive force.

k) Large Industries:
This category relates to supply of power for industrial production with contract demand of
110 KVA but below 25000 KVA, where the power is substantially utilized as motive force
for industrial production.
l) Heavy Industries:
This category relates to supply of power to industries with a contract demand of 25000
KVA and above where power is substantially utilized as motive force.
m) Mini Steel Plant :

This category relates to supply of power to steel manufacturing units licensed to operate as
mini steel plants with contract demand of 4444 KVA and above where power is ordinals
utilized in induction or arc furnaces.
n) Power Intensive Industries:

This category relates to supply of power to industries where power is substantially utilized
as raw material involving electro-metallurgical process with a contract demand of and
above 2000 KVA.
o) Temporary Supply:
This category relates to supply of power to meet temporary needs on special occasions
including marriage or other ceremonial functions, fairs, festivals, religious functions or
seasonal business provided that such power supply doesn’t exceeded a period of six
months.
p) Industries Owning Generating Plants (Captive Power Plants) Availing Emergency Supply
Only:
This category relates to supply of power to industries with generating plants or including
Captive Power Plants only for start-up of the unit or to meet their essential auxiliary and
survival requirements in the event of the failure of their generation capacity. Such
emergency assistance shall be limited to 25% of the rated capacity of the largest unity in
the Captive Power Plant or Generating plant. In case any special provision is made in a
Power Purchase Agreement, approved or accepted by the Commission, such provision
shall apply in such cases, subject to the provisions of this code.
Consumers under Special Agreement:
The licensee may, having regard to the nature of supply and purpose for which supply is required,
fix special tariff and conditions of supply for the consumers not covered by the classification
enumerated in this code. For such purpose licensee may enter into special agreements with the
approval of the Commission with suitable modifications in the standard agreement form. The
commission shall separately approve the tariff in such cases.
Reclassification of Consumer:
If it is found that a consumer has been classified in a particular category erroneously or the
purpose of supply as mentioned in the agreement has changed or the consumption of power has
exceeded the limit of that category or any order of reduction or enhancement of contract demand
has been obtained, the engineer may reclassify him under appropriate category after issuing notice
to him to execute a fresh agreement on the basis of the altered classification or modified contract
demand. If the consumer doesn’t take steps within the time indicated in the notice to execute the
fresh agreement, the engineer may after issuing a clear seven days show cause notice and after
considering his explanation, if any, may disconnect the supply of power.
2.3ENERGY SAVING TIPS
• Use tube lights instead of bulbs.
• Use electronic chokes in Tube lights.
• Keep your electrical equipment and fixtures clean.
• Use faint colours to the walls.
• Switch off tube lights, fans etc. when not in use.
• Use electronic regulators for fans instead of ordinary regulators.
• Defrost refrigerator regularly.
• Do not open refrigerator frequently.
• Ensure that the air-conditioned space is properly closed.
• Clean regularly the filters of air-conditioners.
• Set geyser thermostat at the minimum.
• Buy electrical equipment of ISI marks only.
• Do not overload washing machine more than the prescribed limit.
2.4 POWER SUPPLY CHAIN
220/130KV
GENERATION TRANSMISSION DISTRIBUTION
220KV 130/33KV
The above drawn graph is explained in words:

GENERATION :
This is very first stage and is of prime importance in the power supply chain. As we all known that
power is generated from dam, but the generation of power depends upon the level of water
capacity in the dam and the height of the water which falls on the turbine which generates power
@220 kilo-watt. This generated power is sub-divided into 132 kilo-watt of power and is
transferred to the transmission station through a conductor which helps in the proper transfer of
power.

TRANSMISSION :
This stage plays linkage role between generation and distribution stage and is of crucial
significance. The transmission station receives power at 132 kilo-volt from generation station and
step down the received power into 33 kilo-volt to transfer it to the various distribution stations. It
uses a conductor for transferring the power to the distribution station.
DISTRIBUTION :
This is the last stage in the power supply chain. It is from a distribution station that a consumer
receives power. A distribution station receives power from the transmission station at 33kv, step
down to 11KV and supplies to its various consumers through distribution transformers at 230
volts.
2.5INTRODUCTION OF POWER SECTOR AND SEB

State Electricity Boards are constituted by various states Government under the Electricity
(Supply) Act 1948, which is central Act. The economic growth of any region largely hinges on the
infrastructure, particularly power. There were a number of factors, which contributed to the
growth of inefficiency in the sector ultimately eroding the financial base of the state electricity
board.
Primarily the non-commercial functioning of the board resulted in serious constraints leading to
the present’s crisis. The non-commercial functioning of the board could be described as
insufficient capitalization, low tariffs, poor bill collections, high T&D loss a burden of having to
undertake non remunerative projects on behalf of the state without appropriate compensation. It
was recognized that overall economic development of the state was threatened as long as power
supply constrained industrial development of the state was threatened as long as power supply
constrained industrial development and financial losses of the power sector burden public finance
besides, it was also impossible of the state government to support other expenses of the power
sector, such as investment in generations transmissions and distribution.
The state’s severe power sector problems are attributed to the SEB’s poor operational efficiency,
which is largely caused by the state government’s political interference.
Immediate minimum action to restore a measure of financial viability would include:
• Finance restructuring to establish reasonable debt equity and satisfactory financial
objectives for SEB.
• Tariff adjustments to meet these revised objectives.
• Improvements in mattering, billing and collections.
• Contracting private companies or NTPC to rehabilitate and operate poorly performing
stations and other facilities and services.
• State power strategy will also have to include.
• Privatization of power distribution.

2.6 POWER SECTOR REFORM IN ODISHA
Background to the reform: The power sector in Odisha suffered from high transmission and
distribution losses, inadequate accountability for various segments (generation, transmission, and
distribution), poor financial performance, poor quality of service and manpower related issues.
There was a pressing need to solve the financial problem in Odisha State Electricity Board
(OSEB) and meet the projected demand of funds for investment in generation, transmission and
distribution system. It was also the time when the new national Economic policy, 1991 was
announced which envisaged liberalization and private participation in infrastructure development.
Reform Agenda: Keeping this view in mind, the state Government of Odisha pioneered Reform
and Restructuring in the power sector by introducing POWER SECTOR REFORM ACT 1995,
which came into effect from 1st April 1996.Odisha Electricity Regulatory Commission (OERC)
was formed to establish an independent and transparent regulatory regime. The Government of
Odisha decides to restructure and substantially privatize the power sector, to make power supply
more efficient and to be able to meet the investments needs of the sector.
The Odisha government’s ultimate objective was to withdraw from the power sector as an
operator of utilities, having instead privately-managed utilities operating in a competitive and
appropriately regulated power market. Power sector industry and market structures to be
established under the reform program had been defined so as to facilitate this ultimate objective
with no further institutional restructuring. The World Bank supports these government initiatives
by providing US$350 million assistance.
The Odisha power sector reform was carried out in two phases as explained below:
First phase of reform: Two Government-owned corporate utilities were formed with agreement
ensuring full autonomy with effect from 1st April 1996, these were:
• Odisha Hydro Power Corporation (OHPC) ---responsible for transmission and distribution
functions.
Second phase of reform: Pursuant to the Odisha Electricity Reform Rules,1998,the Govt. of
Odisha transferred the distribution asset and properties along with personnel of GRIDCO to four
distribution companies with effect from 26th November 1998.These four distribution companies
namely CESCO,NESCO,WESCO and SOUTHCO continued to function as affiliates of GRIDCO
up to 31st march 1999.Through a process of international competitive bidding, GRIDCO
disinvested 51% share to private sector investors keeping a share holding 49% taken place. Assets
have been assigned to respective companies. At present GRIDCO purchases power from
independent generation utilities e.g. NTPC, OHPC, OPGC, IIPs, and CPPs and provide it to four
privatized distribution companies who in turn cater to the need of customers.

Outcome and leanings:
The power sector restructuring in Odisha has shed significant light on the inherent difficulties in
the reform process. Valuable lessons could be learnt from this project that could aid other state
like Chhattisgarh in restructuring and reforming their power utilities.
Some key results and insights are:
• Following the power sector reform, the net cash flow for Government of Odisha has
improved significantly as can be seen in the table at the end of this annexure.
• The T&D losses that were assumed (staff appraisal Report of the world bank) to be 39.5%
were actually greater than 50%.OERC based their tariff order considering 35% T&D
losses, leading to an additional T&D loss of 15% being absorbed by GRIDCO all losses.
The higher than anticipated T&D losses are one of the most important reason for the
current situation in Odisha Where in the private distribution companies are unable to pay
GRIDCO and hence have caused shadow on the overall reform exercise. The higher than
assessed T&D losses were in turn on account of higher agriculture consumption, which
were actually commercial losses. Non metered supply to most agriculture consumers made
it impossible to estimate the true extent of the T&D losses.
• Even though 100% collection efficiency was assumed by FY98, the actual collection was
83% in FY99.
• Tariff increase was assumed to be 16% in FY 97 and 18% in FY98.Haryana and Andhra
Pradesh learnt from Odisha example and have provided for transition period support from
the state government.
2.7FORMATION OF GRIDCO
GRIDCO incorporated in the under the Indian companies Act 1956 on April 20, 1995.GRIDCO
will be responsible for transmission, coordination of the system planning and operations,
distribution and contracting for new generation. GRIDCO is represented as Odisha state
Electricity Board’s successor organization and will represent Odisha at Eastern Region Load
Dispatch Centre operated by POWER GRID.
On 28 November, GRIDCO announced its intention to part the business of it into four distribution
zones and shortly thereafter issued the RFQ and background information documents. DISTCO’s
have been incorporated for the four distribution zones and the business will be transferred to the
DISTCO’s. At this stage the DISTCO’s will be wholly owned subsidiaries of GRIDCO. Privation
is to be way of the transfer from GRIDCO to the DISTCO’S which have been formed to acquire
the Zonal Business, through an ICB (INTERNATIONAL COMPETITIVE BID) process.
The principal activities of each of the zonal business are the supply of electricity to consumer’s
operations and maintenance of the distribution network, connection of new consumers and billing
and collection of revenue. In addition, at GDICO head office, activities carried out centrally
include regulatory affairs unit, rural electrifications, PMU, stores procurement, civil. Works DSM
(Demand Side Management), finance, legal, and human resources. The distribution system in
Odisha is supplied primarily through 132/33KV Grid sub-station (with some 220/33KV

substation).The system operates at 33KV and 11KV, where 33KV as used as a sub-transmission
voltage.
Following important objectives are to be achieved.
• To provide “reliable electricity supply “to its users.
• To enable pick and energy demand to be meet at the load growth increases.
• To reduce the technical loss levels of the system.
Power will be supplied the DISTCO’S. By GRIDCO under the term of BSA (Bulk Supply
Agreement) at the BST(Bulk Supply Tariff).
GRIDCO’s six main function represented below:
1. Corporate planning and divestiture
2. Human Resource Management
3. Finance
4. Commercial
5. Distribution
6. Transmission
2.8ORGANISATION UNDER STUDY: SOUTH CO

FORMATION OF SOUTHCO: The southern Electricity Supply Company of Odisha
Limited (SOUTHCO) was incorporated on 19-11-1997 under the companies Act 1956 as a public
Limited company. The Company started functioning with effect from 26-11-1998, under the
distribution and retail supply license Of GRIDCO, after notification in the official gazette by the
govt. of Odisha. SOUTHCO receives Distribution and retail supply license from Odisha
Electricity Regulatory Commission (OERC) for distribution and retail supply of electricity in the
southern Odisha ,consisting of distribution districts of Ganjam, Gajapati, Rayagada, Koraput,
Boudh, Kandhamal, Nawrangpur, Malkangiri and Puri (some parts) with effect from 01-04-1999.
By virtue of Power sector reform in Odisha, SOUTHCO become a subsidiary of BSES Limited,
Mumbai on 1st April, 1999 by acquisition of 51% of the shareholding of the company by BSES
Limited. The Company has authorized and paid up capital of Rs.37.66 crores.
PRIVATISATION: In 1993 GOO (Government of Odisha) commenced an extensive reform
program of electricity sector in Odisha. In 1995 the state legislature enacted the reform act which
is financial instrument if the reform. OERC electricity regulating authority in India was
established in August 1996 under the reform Act.
The transmission and distribution business of OSEB (Odisha State Electricity Board) were
transferred to GRIDCO on April 1996, GOO (Govt. Of Odisha) issued a policy statement setting
out its continuing objectives for reform. In March 1997, OERC issued its first tariff order.
The GRID Corporation of Odisha limited incorporated under the provisions of the companies Act
1956 with effect from the 20th of April 1995 with the main objects of engaging in the business of
procurement, transmission and bulk supply of electricity energy.
SOUTHCO LTD. (a subsidiary of BSES ltd.)Has been given license for retail supply of power to
consumer in the district of Ganjam, Gajapati, Rayagada, Koraput, Boudh, Kandhamal,
Nawrangpur, Malkangiri.Today having nineteen electrical division under SOUTHCO, it caters to
the electrical power needs of about 16 lakhs consumers.
SOUTHCO, receives its requirement of resource from different 132/33 KV and substations such
as Berhampur, Chatrapur, Narendrapur, Aska, Digapahandi, Boudh, Bhanjanagar, Phulbani,
Rayagada, Jayanagar (Jeypore), Tentulikhunti etc.
The collaboration with Reliance Energy Limited came about when GRIDCO began the process
inviting bids from national as well as international companies for choosing investors in private
sectors. These would in acquire equity shares in the four companies in due course. The bid of the
Reliance group was accepted and it acquires the right to make investment in three of the total four
companies. These were SOUTHCO, NESCO and the WESCO.
THE TOTAL SHARE OF COMPANY IS AS:
49%
GRIDCO TOTAL
SHARE
OF THE
51% COMPANY
REL
PRIVATISATION OF DISTRIBUTION SYSTEM: What do we want to achieve from

privatization?
OPERATIONAL IMPROVEMENTS:
• Improve quality of service and reduce losses.
• Improve operational efficiencies and reduce losses
FINANCIAL BENEFITS:
• Attract private investment into distribution business.
• Reduce the present government funding of the electricity sector.
• Contribute to increase economic growth in Odisha.
EMPLOYEE CONSIDERATIOON:
• Create opportunities for secured and increasingly rewarding employment for qualified
personnel.
• Provide a stable environment for employees.

SOUTHCO Stations:
The following are the receiving stations under SOUTHCO, Odisha
1. Aska
2. Tentulikhunti
3. Therubali
4. Balimela power house
5. Sunabeda
6. Narendrapur
7. Parlakhemundi
8. Sonepur
9. Balugaon
10. Bhanjanagar
11. Berhampur
12. Chhatrapur
13. Ganjam
14. Jayanagar
15. Mohana
16. Phulbani
17. Rayagada
PERSONAL DEPARTMENT AND INFORMATION SYSTEM OF
SOUTHCO:
Necessary are needed to carry out the proper flow of information. Right and capable people should
be placed in right position to take full advantage of their respective talents. The employees should
share the same guiding values. The objective and mission of the firm should be known and
practiced by everyone with a common style of thinking and behaving. And a greatest need of
improvement in the area of developing people who are able to represent alternative make
judgements and think strategically. So that company could choose right people to train, educate
and motivate them, so that our company will be able to achieve objectives and to adapt to any
changing environment.
South co has the philosophy of recruitment to its various posts a select breed of ambition and
dedicated personnel, who are healthy mind and have long range, plans to grow and develop with
organization South co believes in offering careers and not jobs. The company provides an
excellent environment for growth and training and development. This department very much
linked with all other departments. They are dealing with labour, the selection of workman, and
their placement training and promotion problem.
VARIOUS REPORTS PREPARED BY PERSONNEL DEPARTMENT AS

FOLLOWS:
• Personnel Report: report indicting the work and conduct of each employee at the time of
consideration of annual increments and promotion.
• Shift Managers Reports: Shift in charge submits a daily reports indicating how many
workers have been present on work, absent or leave due to any other reason.
CHAPTER-3
3. CUSTOMER AND ITS LEVEL OF SATISFACTION

For conducting the research I have gone through several sources of data to gather as much as
theoretical knowledge possible as research is a highly theoretical job with higher application in
practice. Good understanding of problem definition, customer satisfaction and statistics is
imperative for a good research.
3.1 PROBLEM DEFINITION AND DISCUSSION
It’s normal to identify the problem first before designing solution and research of customer
satisfaction is all about what the problem is and how I respond to it. The literature is being
reviewed on the basis of problem and solution it warrants. I also have tried to justify the reason
behind choosing this topic and analyse it statistically.
3.2 CUSTOMER SATISFACTION AND DISCUSSION
The extent to which a product’s perceived performance matches a buyer’s expectations is called
customer satisfaction. Customer satisfaction depends on the products perceived performance
relative to buyer’s expectations. If the performance falls short according to the expectation, then
the customers are dissatisfied. If the performance matches with the expectation, the customers are
satisfied. If the performance exceeds expectations, the customers are delighted. Smart companies
aim to delight customers by promising only what they can deliver, then delivering more than they
promise to entertain the customers more than ever. Building a long term profitable customer
relationship plays a vital role in terms of determining superior customer value and satisfaction.
Accordingly, it has left an ever-lasting effort in terms of attracting, retaining and as well as
growing customer base. Usually, the customers buy from a company that offers the highest
customer perceived value. Customer value is the customer’s evaluation of the difference between
all the benefits and all the cost of a marketing and product offer, relating to those of competing
offers which it is actually the difference between the total customer value and the total customer
cost.
Satisfied customers produce several benefits for the company. They are fewer price sensitive and
they talk favourably to others about the company and its products and services. They also remain
loyal for a longer period. However, the relationship between customer satisfaction and loyalty
varies greatly across industries and competitive situations. So, customer satisfaction plays a vital
role as well as has left an everlasting impact in terms of the customer loyalty and retention. A
slight drop from satisfaction can create enormous drop in loyalty and slight rise ensures customer
delight and strengthens the emotional relationship with a product or service.
Building customer relationship and customer equity are also important in this respect. This is the
edge of modern science and technology. With the speed of time, energy, money business is
running at full speed. Different kinds of marketing strategies have reduced the difference between
country to country and the whole world has brought into a single compass. So, in today’s world,
the importance is not only finding the customers but also keeping and growing them as well.
Customer relationship management team is oriented towards the long term. Today’s smart firms
not only want to create customers, they want to own them for life, capture their customer lifetime
value and build overall customer equity.
Increased competition is forcing businesses to pay much more attention to satisfying customers.
Customer satisfaction, a business term, is a measure of how products and services supplied by a
company meet or surpass customer expectation. It is seen as a key performance indicator within
business in a competitive marketplace where businesses compete for customers; customer
satisfaction is seen as a key differentiator and increasingly has become a key element of business
strategy.
Customer satisfaction is one of the single strongest predictors of customer retention but while
satisfied customers tend to be loyal customers, loyal customers are not always satisfied customers
and the impact of customer satisfaction on retention and loyalty is not the same for all industries
or for all companies within an industry. Maintaining a consistent level of customer satisfaction is
not easy; it means monitoring and controlling multiple objects. At one level, you need to know
what expectations your customers have of your services and products. You also need to
understand the key elements that most heavily influence retention for your business. At another
level, it is imperative that your product and service delivery processes and policies are compatible
with your quality standards and delivery systems. It is also essential that your employees are
committed to and properly trained to implement quality service.
3.3MEASURING CUSTOMER SATISFACTION AND DISCUSSION
Measuring customer satisfaction provides an indication of how successful the organization is at
providing products and services to the marketplace. Customer satisfaction is an ambiguous and
abstract concept and the actual manifestation of the state of satisfaction will vary from person to
person and from product to product. The state of satisfaction depends on a number of both
psychological and physical variables which correlate with satisfaction behaviours such as return
and recommend rate. The level of satisfaction can also vary depending on other options the
customer may have and other products against which the customer can compare the organization's
products.
The determinants of customer satisfaction include Quality, Value, Timeliness, Efficiency,
Simplicity, Behaviour and Commitment to innovation. These factors are emphasized for
improvement and organizational change measurement; also to design the change management
architecture. The usual measures of customer satisfaction involve a survey with a set of statements
using a Likert scale. The customer is asked to evaluate each statement and in term of their
perception and expectation; the performance of the product or service being measured.
Unsatisfactory experiences in scale can motivate to complain towards the company and to
patronize to other firms. Satisfactory experience can increase the confidence level of company on
customer equity, relation and loyalty. The medium or neutral position warns about improvement
and enrichment parameters.
We need to know what expectations your customers have on your product and services, the
effectiveness of your marketing strategies, the strength of your company's image as well as the key
elements that most heavily influence customer retention for your business.

3.4THE ELEMENTS OF GOOD SERVICE
In customer oriented business customer plays an important role as they are the main parts who buy
the services and if they like the service than become a repeat customer and also bring new
customer. Thus service should be provided in a way of service package, from the customers’ point
of view, of good quality. Figure shows good service includes four elements, providing service,
service package, service quality, and service culture. If any of these elements break the service
system the total service will be incomplete.
SERVICE PACKAGE PROVIDING SERVICE
The elements of
good service
SERVICE QUALITY SERVICE CULTURE
Providing service:
When service provided to the customer three main elements participate in the service production,
• service environment,
• contact personnel, and
• other customers.
Providing service is actually a series of activity of these three elements. In the service proving
activity some customer participates actively by sharing suggestion or giving positive and negative
feedback to the personnel; other remains passive like let the personnel do their own job. Thus each
customer needs be served differently but should be served with equal respect. Contact personnel
may be distinguished in two grouped, both continuous and direct contact with the customer or
seldom and infrequently in contact with the customer.
Service package:
Taking consideration into customers Service Company markets different service package that
design to match different customer wants and needs. These service packages have the same core
service but sometimes it is hard to define which the core service is. As for example, a customer
cannot pay an invoice without paying the bank service charge. Thus additional service is built
around core service to facilitate customer. It makes the service and interesting and helps to
generate more revenue because sometimes it is insignificant to earn revenue only from core
services.
Service culture:
However, customer contact at service quality stage on the basis of core service and additional
services. At this point, customer becomes very judgemental about the product quality and they
create an image quickly whether the service is good or bad. Thus if contact person does give the
right information or become rude every effort goes negatively, and they do not get a second
chance to make this positive. Customers’ expectation and experience are to be conflicted here. In
the figure 3 showing that service quality image is spared in 2 dimension where customer already
hold an image about the experience of owning or some others statements, on the other hand after
experiencing service with company personnel, environment, equipments etc. if the everything
goes positively, customer experience goes overwhelmed and they do not notice and fault or defect.
But if experiences do not meet the expectation then they see all the faults and reinforces.
Service culture definition:
Service culture is overall atmosphere of service process that gives customers an experience, feel
and what they see in company or in organization. It reflects company’s values and norms where it
is an implied and tacit agreement about what is permitted and forbidden in the service
organization.
Service quality definition:
Service quality is a complex and ephemeral concept which refers to some attribute of what is
offered, provided whereas satisfaction or dissatisfaction refers to a customer’s reaction to that
offer. Many refer service quality focuses specifically on dimensions of service.
‘Service quality is the totality of features and characteristics of service that bear on its ability to
satisfy stated or implied needs’.
Service quality dimensions:
The evaluation of service quality is formed during the service supply is process. In the figure- 4
depicting service qualities is focused evaluation that reflects the customer’s perception. Showing
in the figure that five principal dimensions that customers use to judge service, quality, reliability,
responsiveness, assurance, empathy and tangibles.
Service quality regulation is an important and timely issue in many industries. The question of
governance of power sector is an important question before researchers, policy makers and
administrators for the obvious reason of its being an important input for socio-economic
development of a nation. Power sector involves complex activities like generation, transmission,
distribution and final delivery of service to end-users, i.e. consumers. Initially, private sector was
the main player in the power sector when the electricity came to be used in India during the pre-
independence period. The trajectory of power industry, from its inception to the present, has been
complex rather than being simplistic for the reason that the pendulum of industry's ownership and
regulation swings between privatization and nationalization. The consumers are main sufferer in
this type of situation, and the satisfaction level decreases day by day. So government has changed
it's strategies by implementing e-governance to electricity sector for achieving maximum
consumer satisfaction. The first step to e-governance is change management within the
government, enhancing citizens' access to information and improving government-to-citizen
(G2C) interactions. This work seeks to propose a theoretical scale to measure e-government
service quality and validate the measured instrument for electricity utility service by structural
equation modelling.

3.5THE CONCEPT OF SATISFACTION
The existence of many companies on the market is conditioned with a number of satisfied
customers. Customers are the key factor of the existence and company development on the
market. It is obvious then, that firms, which want to face the competition, need to provide valuable
and unique terms to their customers, that will satisfy their needs. This satisfaction includes not
only the feelings associated with the purchasing process, but also the atmosphere before and after
the execution of purchases.
If the company brings itself closer for clients, it easier fulfils their needs and desires for in a long
period of time. Therefore, a crucial factor of building a long-term success of the company is
ongoing satisfying client’s needs. Customer satisfaction is often associated with the customer
gratification. Products or services, that are a source of satisfaction, provide the desirable value to
their customers, at least in an sufficient degree. Standard ISO 10004 specifies that: “Satisfaction is
a judgement, an opinion expressed by the customer. The degree of satisfaction reflects the gap
between the customer’s vision of the expected product, and the customer’s perception of the
delivered product”.
All decisions, made by the consumer, are affected by many factors, including economic ones, such
as: incomes, price, savings, loans, the impact of marketing instruments, and noneconomic factors,
such as: demographic, social or psychological ones. Recognizing and satisfying customer’s needs,
expectations, preferences and behaviour is not easy and — what is more — knowing it does not
guarantee success on the market. The reason of this is the fact, that consumer behaviour is not
rational. Consumers, who make a purchase of a certain good, usually have already clarified
requirements referring to its quality, purpose or use. They do not pay for the product in a physical
sense, but they pay for value or what they expect from the product. Expectations have a different
scope and sometimes they could be very overstated or quite modest. That’s why taking a decision
by the consumer is preceded by initiating and defining the customer’s specific needs.
The consumer need means a demand for specific goods and services. According to J.Senyszyn:
“Consumer need is a state of indispensability of products possession or use, being a result of
achieved level of development of the human environment and his requirements as a bio-psycho-
social structure”. All the consumption needs refer to with the products of human labour. Another
definition says, that the need is a potential or actual condition of the absence of something, what is
necessary to keep a person alive and allows him for individual development, gaining and maintain
a certain social status, etc.6. Needs provide a discomfort associated with the lack of satisfaction
caused by shortage of tangible or intangible values in the certain situation. There are few
fundamental human needs — but human desires have unlimited character. Although people have
limited resources, so they choose the products which provide good value for money. The basis of
the customers’ choice is perceived by its value, which specific products or services are able to
deliver. Specifying value for the good is not the same as for the service — value in services is
different from the value of products. Due to the nature of services, their value has always
immaterial character, although there are also material elements. Customer’s reception of service is
generally more emotional than the perception of products. Value plays a very important role in
customers’ decision making. Having a choice between several offers, they decide on the products
or services which value is perceived as the highest. Customers do not evaluate the product value

and cost in an objective manner, but only as perceived value. The valuation of the goods delivered
to the customer is a challenge for today’s manufacturers.
The products available on the market are very modern, and their production is based on advanced
techniques and technology. Therefore, it is difficult to say how much the product is worth from the
point of view of the customer. It is important to make a distinction between the organization’s
view of the quality of the delivered product and the customer’s perception of the delivered
product, because the perception governs the customer’s satisfaction.
If customer’s expectations are met, we can talk about the satisfaction of purchase, which is defined
as a function of convergence the expectations with the perceived mode of action of the products
by the purchaser. There are many definitions of satisfaction in the literature, which stress in the
varying degrees the individual aspects of customer satisfaction, for example reaction for offered
service or product, an opinion on compliance with the requirements and finally feelings
accompanying the acquisition of a good.
A state of satisfaction or dissatisfaction is a subjective feeling and is a results of specific
experiences of individual perceptions and emotions. This satisfaction or dissatisfaction reflects a
feeling connected with the completed or unfulfilled expectations in relation to a particular product
or service. The satisfaction felt by the client, is associated with the experience of his positive
impressions, and conversely will be linked to dissatisfaction with the lack of positive incentives.
Reviews of products or services available on the market are very diverse and they are rather
subjective in nature. The same we could say about customer satisfaction, which is a personal
feeling, and it is affected by various factors. From an analytical point of view, there are three kinds
of satisfaction:
• Partial or global satisfaction.
• Current or accumulated satisfaction.
• Independent or comparative satisfaction.
1. Definitions of the satisfaction relating to the reaction to services and

products
➢ Reaction to services and products:
• The client’s emotional response, combining his experiences and feelings after consumption
of a product or service, with the expectations and perceived value.
• The positive emotional consumer’s reaction on product or service evaluation.
• The result of psychological process in which the client compares the perceived level of
business performance with distinctive standards, which generally are his expectations.
• The resultant between the expected product quality, perceived product quality and the
importance of its various properties.

2. Definitions of the satisfaction relating to an opinion on compliance
➢ Opinion on compliance with the requirements:
• The buyer opinion about degree of compliance of transactions in relation to his needs and
expectations.
• Customer’s perception of the degree to which the customer’s requirements have been
fulfilled.
• Valuation of acquired product or service
3. Definitions of the satisfaction relating to the feelings of the purchaser

related to the acquisition of a good
➢ Feelings related to the acquisition of a good by the purchaser:
• Feelings experienced by customer having used the offer meeting his expectations.
• The buyer’s awareness that his expectations were fully met or exceeded with the
organization he was serviced by.
• State of satisfaction caused by gaining something, fulfilling wishes, is a state of pleasure
derived from the specific reason.
• Subjective impression formed gradually by repeated customer experiences with products
and services of a certain company.
• State of mind which is an emotion that expresses satisfaction or dissatisfaction of the
choice made by buying.
• Reflection of a situation in which the final product offered by the organization meets a set
of customer requirements.
• Positive or negative feeling of a client in connection with the value he received as a result
of using a particular product offered in a specific situation.
• Providing to the customers a set of values which best meets their needs.
The partial satisfaction refers to a specific element of the product or service. It can include
aesthetics of making the product, durability, safe operation, service. However the global
satisfaction is the sum of partial satisfactions because it relates to all services. In order to
distinguish these kinds of satisfaction, extent and duration of the study and a reference to the
competition should be taken into account.
The current satisfaction is an assessment of the current level of satisfaction with the service or
product that is used in a certain time and space. The accumulated satisfaction is the result of
cumulative ubiquitous experiences of the customers in a limited time for any product, service or
business.
Another kind of satisfaction is the isolated satisfaction, known as an independent satisfaction,
which is based on the evaluation of customer satisfaction with the offer of a specific firm. The
relative satisfaction compares the various competing companies.
The level of customer satisfaction is the result of the characteristics of the product or service and
the company’s communications and customer experience, and the requirements of the product.
The client requirements are related to the subjective perception of the product or service by the
customer. The higher requirements in relation to the actual characteristics of the product offered

by the company, the lower customer satisfaction is. Conversely, some features of offers only
participate in preventing customer dissatisfaction, and some of them shape it.
The matter of customer satisfaction is very important for every organization. The final evaluation
of tenders carries a twofold consequences related to its satisfaction or dissatisfaction. It is due to
positive or negative differences between the purchase and the expectations connected with it. This
influences further customer behaviour on a market.

CHAPTER-4
4. DATA ANALYSIS AND INTERPRETATION

One of the most overlooked and least understood aspects in any business are their utilities. The
vast majority of business owners have very little time to truly understand and process how they are
being billed for utility expenses. Having this knowledge at their fingertips allows business owners
to easily identify areas of operations that will have the greatest impact in terms of energy
efficiency upgrades. The first step in the utility bill analysis is to analyse the facilities historical
utility bills. Upon doing so EvenGreen has developed different analysis techniques tailored to
match different assessment needs and accommodate various utility rate schedules. The results of
these techniques include both summary data and graphic depiction of key data points. More
specifically, our utility bill analysis can be broken down into four types.
UTILITY BILL ANALYSIS: This involves taking 24 months electric and gas utility data and
performing a detailed analysis that an owner or manager of any commercial facility can easily
understand. This analysis generates several graphs to assist in the interpretation of the data.
BUILDING ANALYSIS: This analysis combines electric and gas utility data with specific survey
data to create an analysis of the consumption of specific areas within your facility. This allows the
business owner or manager to better pinpoint where their utility expenses are being generated.
This building analysis can generally create savings simply through awareness and behavioural
modification learned through the process.
COMPREHENSIVE ANALYSIS: The comprehensive analysis allows us to show the savings
associated with the individual expenses within a facility. This analysis establishes a “before”
(baseline) and “after” view of energy conservation retrofit opportunities. This better enables the
owner or manager to easily determine which of the cost savings measures they would most benefit
from implementing within their given facility.
ONGOING VERIFICATION: Following energy efficiency upgrades, EvenGreen will continue to
track and verify your actual retrofit savings. Customers receive a detailed 6 and 12 month
summary including graphical data directly comparing prior “baseline” usage against post retrofit
savings.
4.1 PRESENT CONSUMER BILLING SYSTEM (AT SOUTHCO)
Southco’s present billing system is fully computerized and centralizes at corporate office
Berhampur. The entire billing system is managed by Reliance Infrastructure and Consultant Ltd.
In addition to this spot billing activities is going on by different private agencies to provide better
services to consumers like delivery of bills at the door step of the consumer. Presently “Know
your bill” are being engaged in spot billing activities covering around 16 lakhs number of
consumers.
In the present system meter reading preparation of bills and distribution of bills is being done
on monthly basis at Corporate Office by RIEL. Spot billing system is implemented for domestic
consumers in single phase connections. A collection of revenue is done through the field executive
and by engaging the number of squad comparison of clerk/lineman and junior engineers. Revenue
collected is being deposited in the divisions/banks within 48 hours of collection by the respective

S.D.O’s. In rural and distance areas also J.E’s/S.D.O’s deposit, the money in bank and send the
draft in to Corporate Office, SOUTHCO.
4.2 DOCUMENTS REQUIRED FOR NEW SERVICE CONNECTIONS:
1. Application form No. 1-3nos

2. Proof of ownership.
a) If a consumer purchased the premises sale deed.
b) Successor property-copy of will & death certificate.
c) New constructed – site document and plan approved by B.D.A (original copy)
d) Govt. Distributer-Allotment certificate
e) Gifted-Gift Deed
f) If consumer tenant-registered lease deed. (N.B. – All are to be attested)
3. Passport size photo with attested (2 nos.)
4. Wiring completion certificate of electrical contractor-1no.
5. Treasury challan for (Dom) Rs.30/-,for (Com) Rs.75/-
6. Tahasil cess receipt (Xerox copy)
7. Municipality Holding Tax receipt (Xerox copy)
8. Site documents and plan approved of B.D.A (original copy)
9. Way leave permission
10. Route map (rough)
11. Processing fees
a) For single phase supply Rs.25/-
b) For single 3 phase L.T supply Rs.100/-
12. Meter with Testing Report (If party will supply)
4.3 FORMAT OF THE BILL

The bill shall contain consumer information, information regarding tariff and also contain:
1. Consumer number, name and address
2. Name of division, sub-division, and section.
3. Connected load or contract demand of consumer.
4. Types of supply (i.e. single phase, two phases, three phases. L.T/ H.T. or E.H.T.)
5. Category of consumers (i.e. domestic , commercial)
6. Status of meter (OK/defective/missing) Billing period/ cycle.
7. Initial meter reading of the billing period / cycle with date.
8. Final meter reading of the billing period / cycle with date.
9. Number of units consumed during the billing period.
10. Tariff applicable.
11. Amount payable within due date.
12. Amount payable after due date.
13. Billing details
a) Electricity Duty.
b) Current electricity charges.
c) Current miscellaneous charges.

d) Arrears electricity charges.
e) Arrears miscellaneous charges
f) Delayed payment surcharges.
g) Rebate allowed.
4.4 TARIFF DETAILS

CHARGES FOR SUPPLY
Tariff and charges: Traffics and charges for supply of electricity shall be determined by the
licensee with the approval of the commission under section 26 of the act. Such tariff, tariffs or
charges shall take effect only after seven days from the date of publication in at is to daily
newspapers having circulation in the area of supply. The charges may include:-
a) Minimum monthly charge
b) Demand charge
c) Energy charge
d) Other charge
Minimum monthly charge: Every consumer, during continuance of agreement under regulation
15, shall be liable topay minimum monthly charges even if no electricity is consumed for any
reason whatsoever or supply has been disconnected due to default of the consumer.
Demand charges:
1. Monthly demand charges shall be payable by the consumer on the basis of maximum
demand and contract demand as determined in the tariff notification. In case maximum
demand meter is not provided or the metre has become defective, the monthly demand
charges shall be payable on the basis of contract
2. Such monthly demand charges shay be payable during the continuance of the agreement
under regulation 15 even if no electricity is consumed for any reason whatsoever or supply
has been disconnected due to default of consumer.
3. During statutory power cuts and power restrictions imposed by the licensee, if the
restriction on demand is imposed for a period exceeding sixty hours in a month. The
monthly demand charges shall be prorated in accordance with the period and quantum of
demand restrictions imposed. In all other cases the consumer shall be liable to pay the full
demand charges.
Energy charges: Energy charges as prescribed in the licensee’s tariff shall be payable by the
consumer on the basis of actual consumption of the energy.
Other charges: The licensee may levy other charges including customer charges, connection
charges, reconnection charges, delay payment surcharge, fuel surcharge, and power purchase
surcharge and power factor penalty as approved by the commission from time to time.

4.5 PAYMENT OF BILLS
PAYMENT OF BILLS
1. It would be the duty of engineer or his authorized agent to ensure that the bills are
dispatched with ten days from the end of billing cycle and records of such dispatched are
duly maintained.
2. The charges payable by a consumer for supply of electrical power and other sums payable
to the licenses shall be billed on prorated monthly basis indicating the period for which
charges have been levied and the consumer shall pay the bill amount by the due date on the
bill or within a period of seven days from the date of receiving bill. If for any reason the
consumer does not receives the bill for the billing cycle within two weeks of the end of the
billing cycle, it would be the obligation of the consumer to approach the engineer and
collect a duplicate bill. When supply to a new consumer is commenced or an agreement is
terminated on a day other then the first day of a month, demand charges and other charges
as applicable under tariff notification shall be levied prorate for the number of day during
the month of which supply shall have been given or agreement shall have been in force.
3. A) The consumer has to make full payment of bill within the due date even if he raises a
dispute regarding the correctness of the bill, provided that the consumer with connected
load of 10k. W. or less shall pay at list the undisputed amount of the bill pending
engineer’s decision on the dispute.
B) The engineer shall resolve the dispute within two months and take action under
Regulation 92.
4. A) If the licensee finds the bill to be erroneous, a revised bill shall be furnished to the
consumer indicating a revised due date. Excess amount paid by the consumer shall be
refunded by way of adjustment in the subsequent bill. Such excess amount. Shall be
refunded together with interest at the rate of 2% per month from the date of payment of
excess amount.
B) If the license is finds the bill to be correct, the consumer shall be intimated accordingly
and notified to pay the balance, if any, within fifteen days with interest the rate of 20% per
month from the due date. If the engineer does not resolve the dispute within two months
stipulated in Regulation 91, the However, if the dispute is not resolved due to negligence
or non- cooperation of the consumer, the consumer will be liable to pay interest.
C) Failure to make payment as provided under regulation 91 or regulation 92(2) above
shall merit action as provided in regulation 96.
5. The billed amount shall be paid by the consumer either in cash or by Bank Draft or
banker’s cheque, or where specifically allowed by the licensee, by account payee cheques
or credit cards.
6. If the due date indicated in the bill for payment of the amount is a Sunday or a public
holiday, the amount may be paid on the succeeding Working day.
7. The consumer shall first adjust the amount paid by the consumer towards electricity duty
provided that in case of part payment, the proportionate share of the duty from the total
collection shall be adjusted first. Out of the balance, adjustments shall be made in the
following order of priority:
a) Current electricity charges.

b) Current miscellaneous charges.
c) Arrear electricity charges.
d) Arrear miscellaneous charges.
e) Delayed payment charges.
8. Where a consumer neglects to pay the charges or dues or any part of the charges or dues,
the engineer may after giving him not less than seven clear day notice in Writing and
Without prejudice to the other rights and modes available for realization of the amount,
disconnect the supply until the charges or dues and reconnection charges are paid by the
consumer. Failure to take steps for clearance of the dues within the period of two months
from the date of service of bill shall render the agreement liable to termination provided
the initial period of agreement is over.
REBATE
Payment of the billed amount in time shall entitled categories of consumers, specified in the tariff
order under section 26 of the Odisha electricity Reform. Act 1995, to a rebate on such amount for
the current billing period. Every bill shall indicate the amount payable by the relevant category of
consumer if payment is made within the prescribed due date and the amount payable if the
payment is made beyond the prescribed due date. The categories of consumer who are entitled to a
rebate and the rate of rates of such rebate shall be determined by the license from time to time as
part of the traffic as approved by the commission.
DELAYED PAYMENT SURCHARGE
Category of consumers to whom delayed payment surcharge is applicable as per tariff order shall
be liable to pay such delayed payment surcharge at the rate of 2% per month of default in payment
by due date. There shall be no surcharge over surcharge.
INSTALLMENT FACILITIES
Payment of bill by instalments may be granted by the licensee to the senior citizens and disabled
in the domestic category on request and on production of proof. In respect of other, the facility
may be granted at the discretion of the designated authority of licensee. Grant of instalments shall
not affect the liability of the consumer to pay delayed payment surcharge till full clearance of the
arrears. Consumers availing instalment Facilities shall not be eligible to avail rebate. The licensee
may designate the authority to grant instalment Facilities.
RECOVERY OF ARREAR
In addition to other modes of recovery available under the law, the engineer shall be entitled to
take resource to processing under the Odisha public Demand recovery Act 1962 (Act 1 of 1963)
for realization of the licensee’s dues if such dues are treated as public demand.

4.6 SOUTHERN ELECTRICITY SUPPLY COMPANY OF ODISHA LIMITED
BALANCE SHEET AS IN 31ST MARCH 2016
PARTICULARS AS AT 31ST MARCH,2016 AS AT 31ST MARCH,2015
(` IN LAKHS) (` IN LAKHS)
1. EQUITY AND
LIABILITIES
(1) Shareholder’s funds 3,766.00 3,766.00
a) share capital (64,019.50) (61,127.49)
b) reserve and surplus (60,325.50) (57,361.49)
(2)Non-current liabilities 16,384.59 17,509.28

a) long term borrowings 14,478.72 13,348.72
b) other long term liabilities 30,938.48 24,144.72
c) long term provision 61,801.78 55,002.72
(3)Current liabilities 5,553.30 4,710.66

a) short term borrowing 17,012.68 9,279.29
b) trade payables 57,699.62 49,395.39
c) other current liabilities 30,615.67 19,509.98
d) short term provisions 1,10,881.27 83,435.31
112,357.55 81,076.54
TOTAL
2. ASSETS
(1) Non-current assets
a) Fixed assets 22,509.23 23,411.97
(i) Tangible assets 2,330.29 2,191.22
(ii) Capital work-in-progress 24,839.52 25,603.20
17.75 17.75
b) Long term loans and 43,167.04 26,855.29
advances 68,024.31 52,730.13
c) Other non-current assets
5,203.58 2,761.83
(1) Current assets 26,463.18 16,735.08
a) Inventories 9,852.94 7,760.26
b) Trade receivables 1,007.91 347.97
c) Cash and bank balance 1,805.63 995.16
d) Short-term loans and 44,333.24 28,346.41
advances
e) Other current assets 1,12,357.55 81,076.54
TOTAL

STATEMENT OF PROFIT AND LOSS FOR THE YEAR ENDED
PARTICULARS YEAR ENDED 31ST YEAR ENDED 31ST

MARCH,2016 MARCH,2015
Revenue from operation 91,283.27 62,239.32
Other income 3,197.96 887.12
TOTAL 94,481.23 66,760.81
Expenses 61,175.97 44,946.81

Cost of electrical energy purchased(net 27,324.66 13,662.85
rebate) 2,625.21 2,127.31
Employee benefits expenses
Finance costs Depreciation and 1,802.62 1,758.25
Amortization expenses
Less: Transferred from service contribution (192.66) (188.02)
and capital subsidy 1,609.96 1,570.23
5,168.31 6,615.65
Other expenses 97,904.10 68,922.85
TOTAL
(3,422.88) (2,162.04)
(Loss) before Exceptional Items and tax
- 12,908.64
Exceptional Items - (12,908.64)
(Less): Considered as Regulatory Assets (3,422.88) (2,162.04)
Tax expenses - -
Current tax - -
Deferred tax (3,422.88) (2,62.04)
(Loss )after tax
Earning per equity share (face value

10per share)
(9.09) (5.74)
Basic
(9.09) (5.74)
Diluted

BALANCE SHEET AS AT 31ST MARCH, 2018
PARTICULARS AS AT 31ST MARCH,2018 AS AT 31ST MARCH,2017

1. EQUITY AND
LIABILITIES
(1)Shareholder’s funds 3,766.00 3,766.00
a)share capital (76,779.62) (52,087.74)
b)Reserve and surplus (73,013.62) (48,321.74)
(2)Non-Current Liabilities 15,087.30 16,149.41

a)Long-term borrowings 16,596.09
18,754.15
b)Other long-term Liabilities
38,726.50 34,108.37
c)Long term provision
72,567.95 66,853.87
(3) Current Liabilities
9,426.28 6,813.71
a)Short-term borrowing
b)Trade payables 31,556.74 28,104.71
c)Other current liabilities 68,205.70 59,696.94
d) Short-term provisions 44,320.16 33,860.20
1,53,508.88 1,28,475.55
TOTAL 1,53,063.20 1,47,007.69
2. ASSETS
(1) Non-current assets
a)Fixed assets
(i)Tangible assets 32,963.24 21,429.77
(ii)Capital work-in-progress 5,697.89 17,704.58
38,661.13 39,134.35
b)Long term loans & advances 113,89 203.54
c)Other non-current assets 55,721.65 55,574.31
94,496.20 94,912.20
(2) Current Assets

a)Inventories 6,430.48 6,188.14
b) Trade receivables 31,749.82 26,634.36
c)Cash and bank balance 16,494.20 17,140.44
d)Short-term loans and
1,167.80 1,734.72
advances
2,724.24 397.83
e)Other current assets
58,566.53 52.095.49
1,53,063.20 1,47,007.69
TOTAL

STATEMENT OF PROFIT AND LOSS FOR THE YEAR ENDED
PARTICULARS YEAR ENDED 31ST YEAR ENDED 31ST
MARCH,2018 MARCH,2017
Revenue from operation 75,101.99 92.290.60
Other Income 1,473.82 1,632.76
Total 76,575.81 93,923.36
Expenses
Cost of electrical energy
purchased(net rebate) 60,673.01 60,899.25
Employee benefits expenses 20,885.24 20,062.23
Finance costs 3,278.69 2,832.57
Depreciation and Amortization
expenses
2,000.21 1,837.68
Less: Transferred from service
contribution and capital
subsidy (672.63) (196.54)
1,327.58 1,641.14
Other expenses 12,538.00 9,564.35

Total 1,05,702.52 94,999.54
(Loss) before tax (29,126.71) (1,076.18)
Tax expenses
Current tax - -
Deferred tax - -
(Loss )after tax - -
(29,126.71) (1,076.18)
Earning per equity share (face
value 10per share)
Basic (77.34) (2.86)
Diluted (77.34) (2.86)

CHAPTER-5
5. FINDINGS AND SUGGESTIONS

FINDINGS:
The findings of research titled “CUSTOMER SATISFACTION ON SOUTHCO SERVICES”
have finally arrived by using descriptive statistical techniques equally on first and second section
of survey data. The mentioned pattern of data analysis has been followed promptly. The findings
are presented based on that pattern. Firstly, the research findings of first two sections will be
showed specifically with supporting interpretation and illustrations. Secondly, the research
findings of first two sections will be showed generally with supporting interpretation and
illustrations. Lastly, the findings from respondent analysis will be portrayed also with supporting
illustration and interpretation. At the end, the measurement of customer satisfaction will be
provided in an aggregate manner.
RESEARCH FINDINGS
SPECIFIC (with GENERAL (with RESPONDENT ( with

supporting illustrations supporting illustrations supporting illustrations
and interpretation) and interpretation) and interpretation)
AGGREGATE
INTERPRETATION
SUGGESTIONS:
1) The company has to increase the profit maximization and has to decrease the operating
expenses .
2) The company should maintain sufficient cash and bank balances; they should invest the
idle cash in marketable securities or short term investments in shares, debentures, bonds
and other securities.
3) The company must reduce its debtors collection period from 83 & 84 days to 40 days be
adopting credit policy by providing discounts to the debtors.
4) Return on investment fluctuates every year. The company has to make efforts in increasing
return on investments by reducing its administration, selling and other expenses.
5) The company should increase its interest coverage ratio to serve long term debts. The
net loss of the company is increasing over the study period. The organization should
improve its operational activities to cover the losses.
6) As south co is a service oriented company we should not expect more profits but still the
company should keep the activities of the organization as much as possible profitably to
keep the interest of the shareholders as well as company a safe side.
7) The customer satisfaction of the company are not so favourable.
8) Employee expenses are increasing year by year which decreases the profit the company
should keep this expenses as minimum as possible.
Suggestions for customer satisfaction measuring is:
• identification of criteria which play a key role in evaluating the product or service by
customers,
• research the perception of a product or service by customers,
• assessing the fulfilment of customer expectations for product or service,
• research the level of customer satisfaction with a cooperation with the company,
• comparing the level of customer satisfaction with products of the competition,
• understanding the main factors of customer satisfaction, affecting positively and negatively
on the level of satisfaction,
• determining customer’s expectations connected with attributes of a product or service,
• identifying the most important customer service elements,
• determining the degree of importance of individual factors influencing the customer
service.
• measures of product value and the value of the nonconformity with the client’s
expectations with the customer satisfaction,
• measures of satisfaction or its lack,
• measures of customer satisfaction or its lack due to the consequences it may bring.
Designing of satisfaction measuring should include following groups of customers:
• Customers who are loyal to the company.
• Customers who are loyal to the competition.
• Clients who use multiple providers.
For identifying the customer requirements for a PRODUCT, the survey must cover the following
areas:
• Performance
• Timeliness
• Reliability
• Durability
• Serviceability
• Aesthetics
For identifying the customer requirements for a SERVICE, the survey must cover the following
areas:
• Security
• Reliability
• Accessibility
• Timeliness
• Responsiveness
• Empathy
• Assurance
This requires the organization to answer the following questions:
• How many customers to survey?
• Whom to survey?
• How to survey?
• When to survey?
• Who should conduct the survey?
While conducting the survey, the organizations must include the following customers:
• Present customers
• Potential customers
• Past customers
• Competitor’s customers
The following methods can be used for conducting the survey:
• Mail survey
• Telephonic surveys
• Face to face interviews
• Comment cards
The best method will depend on the situation, number of customers in the sample group and what
works best for the company’s customers.
Surveying continuously:
More & more organizations are moving towards continuous measurement of customer satisfaction
due to turbulent & dynamic marketing environment. Continuous measurement recognizes the on-
going importance of customer satisfaction and is not influenced by momentary events (good or
bad). This method keeps the organization completely focused on customer satisfaction & does not
allow it to be forgotten between survey waves.
The organization must develop a pre-determined set of questions which must take into account all
the requirements of the customers. The questionnaire must give an impression to the customers
that you are thorough & organized when gathering customer satisfaction information. The
presentation & packaging of the questionnaire should not be shoddy. A good appearance can
suggest evidence of organization’s high commitment to customer satisfaction management process
and vice versa.
Advantages of a good survey:
A well designed and executed customer satisfaction survey can be a great asset to any organization
due to the following reasons:
• It can pinpoint expenditure & resources which is being spent but do not help to satisfy the
customers.
• It can identify opportunities for product & service innovation.
• It can ensure that the quality improvement efforts are correctly focused on issues that are
most important to a customer.
Why customer survey’s fail:
Unfortunately, a well designed & executed survey tends to be an exception rather than the rule.
The challenge of conducting a customer survey is to minimize the total amount of error. This error
comes from two different sources.
• Sampling errors
• Measurement errors
Types of sampling errors
These errors deal with the manner in which people are selected in a survey. They are of following
types:
• Failing to use statistical sampling methods
• Incorrect selection of profile
• Incorrect selection of number of people
• Ignoring non-responses.
Types of measurement errors
These errors are related to the content of the survey and the way in which the results are used.
These mistakes deal with:
• Drawing incorrect inferences from the responses.
• Asking non-specific questions.
• Failing to ask all the questions.
• Using incorrect or incomplete data analysis methods.
• Error in feeding the results

CHAPTER-6
6. CONCLUSION
This thesis was done as customer satisfaction research for the company SOUTHCO LIMITED,
ODISHA. The purpose of this study was to measure the current satisfaction level of the customer
as well as better understand customers’ needs from company’s point of view for improving the
service level. At the same time, research also analysed the reason and factors that raise problems
of effecting satisfaction level. The research had been completed by the use of quantitative research
method approach by means of the questionnaire, and one short interview was possible to arrange
with the company owner.
According to the research, customer background information, male customers are the majority; in
the age group of 20 to 29; full time employed and more than 50% of customers are INDIAN. This
basic information will help the company to focus on specific target group and improve their
tailored service.
During the whole of research, the author has observed that word of mouth is the major marketing
communication tool for the company with customer. It can be said that, the company must have a
positive effect in customers mind thus they recommend or in other word advertise about the
company. Next, when the author took the company owner’s interview, the owner told that if a
customer wants any changes or cancellation regarding the supply, they do not charge any extra
money for that. This competitive advantage can help to attract new customer to the company.
However, as mentioned earlier now the company concentrate more on Asian and African people,
thus they should pay more attention to its brand building and service.
According to the survey result, the current service level of the SOUTHCO LIMITED is very good
and customer satisfaction level comes out positive with the overall service. However, though the
current service level seems very satisfactory to meet customer needs and demand, these areas still
need some modification and improvement to keep the service in high standard. For example, some
training and motivation to the employee can add huge advantage and benefits for success in
improving service level. Furthermore, updating information and inform to customer about new
offers and products still need some improvement. According to the respondent opinion, though
billboard of the company is one of positive ways of marketing communication, but customer feel
the company should do some paper advertisement or online marketing to keep informing
customers. Finally, unnecessary high prices need some adjustment to feel about fairness to the
customer. Thus, based on the study it can be said that though the majority of customers currently
are satisfied with the service provided by SOUTHCO, but the company still need to understand its
weakness and work hard to improve the service that can meet customers perceived service level.
In conclusion, the research has tried to put strong focus on each integral part proportionately and
gained the ability to fulfill the specific and broad objectives. The customer satisfaction and related
concepts, attributes, measurement, techniques are described, applied and disseminated in a manner
that makes it easily understandable and recommendable to solve the problem. If the decision
making authority places little attention to the recommendations that has made by research
findings, would pave the way success and satisfaction.
SOUTHCO, an organization caring the service burden of many consumers, is recognized as the
best distribution company among the four distribution companies. The initial year of privatization
had experience turbulence, human financial crises etc. but day by day, year by year, the pattern is
not under control. The days of super cyclone too bent the head of the organization. But the war
footing steps taken by the courageous manpower, deposits, personal difficulties made the
unbelievable task to a realistic one. This was a qualitative performance of SOUTHCO, which own
the lakhs of hearts. While doing the study, one had kept in mind, always the quality as the main
factors for study the consumers and due to the goodwill of the organization.

ANNEXURE
QUESTIONNAIRE
This is a market research of SOUTHCO LIMITED. The objective of this survey is to find out
customer satisfaction level of SOUTHCO SERVICES in order to improve the service. It may take
only a few minutes from your valuable time. Please tick or answer the following questions to the
best of your ability. Thank you for participating in the survey!
Q1. Gender □ Male □ Female
Q2. Age group □ Under 20
□ 20-29
□ 30-39
□ 40-49
□ 50-59
□ 60+
Q3. Occupation □ Full time employed
□ Part time employed
□ Unemployed
□ Student
Q4. How often do you need SOUTHCO SERVICES?
□ Once in a month
□ Once in a year
□ Once in 2 years
□ Always
Q5. Which of the following sources do you tend to use to gain information about SOUTHCO?
□ Internet
□ Non-Internet sources
□ Directly
Q6. How did you know about SOUTHCO?
□ From a friend
□ From newspaper
□ From Internet
□ From Advertisement
Q7 Do you think online service of SOUTHCO need to improve?
□ Yes □ No
Q8. What is your opinion about the price of SOUTHCO to other agencies?
□ Expensive
□ Same
□ Cheaper
Q9. How satisfied with the services of SOUTHCO?
Please circle your choice on 1 to 5 for question 9 and 10.
• 1=Very poor,
• 2=poor,
• 3=neither good nor bad,
• 4=good,
• 5=Very good
a) The staff welcomed me when I entered the office
1 2 3 4 5
b) The stuffs are responsive and well trained
1 2 3 4 5
c) The staff was friendly and flexible
1 2 3 4 5
d) Inquiry over the phone
1 2 3 4 5
e) E-mail services
1 2 3 4 5
f) Follow- up
1 2 3 4 5
Q10. What do you feel about the over status of SOUTHCO?

a) Location
1 2 3 4 5
b) Opening Hours
1 2 3 4 5
c) Interior decoration
1 2 3 4 5
d) Advertising
1 2 3 4 5
Q11. How would you describe the overall service provided by southco?
□ Very good
□ Good
□ No comment
□ Fair
□ Poor
Q12. Taking everything into account, how satisfied are you about SOUTHCO?
□ Very satisfied
□ fairly satisfied
□ neither unsatisfied nor dissatisfied
□ fairly dissatisfied
□ Very dissatisfied
Q13. What method did you use the last time you availed the services of SOUTHCO?
□ Internet
□ Non-Internet
□ Directly
Q14. Have you ever recommended the service of SOUTHCO to others?

□ No, never recommended
□ Yes, recommended once
□ Yes, recommended several times
Q15. Any wishes/comments about SOUTHCO’s service?
____________________________________________________________________
____________________________________________________________________
__________________________________________.

BIBLIOGRAPHY
1. I.M.Pandey : Financial Management
2. S.P. Jain & K.L. Narang : Cost & Management accounting
3. K.Rajeswara rao & G. Prasad : Accounting & Finance
Web-sites:
www.google.com
www.amaron.co.in
www.slideshare.net

TABLE OF CONTENTS
CHAPTER TOPIC PAGE
CHAPTER 1 INTRODUCTION
1.1 IMPORTANCE OF STUDY
1.2 OBJECTIVES OF STUDY
1.3 SOURCES OF DATA 1-17
1.4 SATISTICAL TOOLS USED TO MEASURE
1.5 SCOPE OF THE STUDY
1.6 PERIOD OF THE STUDY
1.7 LIMITATIONS OF THE STUDY
CHAPTER 2 PROFILE OF THE COMPANY
2.1 VISION OF THE COMPANY
2.2 CLASSIFICATION OF CONSUMERS
2.3 ENERGY SAVING TIPS
2.4 POWER SUPPLY CHAIN 18-27
2.5 INTRODUCTION TO POWER SECTOR AND
SEB
2.6 POWER SECTOR REFORM IN ODISHA
2.7 FORMATION OF GRIDCO
2.8 ORGANISATION UNDER STUDY: SOUTHCO
CHAPTER 3 CUSTOMER AND ITS LEVEL OF SATISFACTION

3.1 PROBLEM DEFINITION AND DISCUSSION
3.2 CUSTOMER SATISFACTION AND
DISCUSSION 28-35
3.3 MEASURING CUSTOMER SATISFACTION
3.4 THE ELEMENTS OF GOOD SERVICE
3.5 THE CONCEPT OF SATISFACTION
CHAPTER 4 DATA ANALYSIS AND INTERPRETATION
4.1 PRESENT CONSUMER BILLING SYSTEM
4.2 DOCUMENTS REQUIRED FOR NEW SERVICE
4.3 FORMAT OF THE BILL
4.5 PAYMENT OF BILLS 36-44
4.6 BALANCE SHEET AS AT MARCH 2016
4.7 PROFIT AND LOSS FOR THE YEAR ENDED
4.8 BALANCE SHEET AS AT MARCH 2018
4.9 PROFIT AND LOSS FOR THE YEAR ENDED
CHAPTER 5 FINDINGS AND SUGGESTIONS 45-48
CHAPTER 6 CONCLUSION 49-50
ANNEXURE 51-53
BIBLIOGRAPHY 54


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DECLARATION

Khallikote Autonomous College

Khallikote Autonomous College

SIGNATURE OF SUPERVISOR SIGNATURE OF STUDENT

Khallikote Autonomous College

Khallikote Autonomous College

Khallikote Autonomous College

Khallikote Autonomous College

Khallikote Autonomous College

Khallikote Autonomous College

Khallikote Autonomous College

3. Finding out where the company is failing:

5. Assess the competition:

6. Try to measure the emotional aspect:

8. A series of attribute satisfaction measurement:

12. First call resolution:

Khallikote Autonomous College

14. Google Rating:

Khallikote Autonomous College

Khallikote Autonomous College

Khallikote Autonomous College

Khallikote Autonomous College

• Received value exceeds expectations = Highly satisfied

Khallikote Autonomous College

2. High satisfaction scores cannot be maintained over time:

Khallikote Autonomous College

3. CSAT probably does not accurately measure what it is designed to measure:

Khallikote Autonomous College

2. PROFILE OF THE COMPANY SOUTHCO LTD.

Khallikote Autonomous College

e) Irrigation Pumping and Agriculture:

f) Public Water Works and Sewerage Pumping Installation:

Khallikote Autonomous College

m) Mini Steel Plant :

n) Power Intensive Industries:

2.4 POWER SUPPLY CHAIN

GENERATION TRANSMISSION DISTRIBUTION

The above drawn graph is explained in words:

Khallikote Autonomous College

2.5INTRODUCTION OF POWER SECTOR AND SEB

Khallikote Autonomous College

Khallikote Autonomous College

Khallikote Autonomous College

2.8ORGANISATION UNDER STUDY: SOUTH CO

PRIVATISATION OF DISTRIBUTION SYSTEM: What do we want to achieve from

Khallikote Autonomous College

VARIOUS REPORTS PREPARED BY PERSONNEL DEPARTMENT AS

3. CUSTOMER AND ITS LEVEL OF SATISFACTION

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SERVICE PACKAGE PROVIDING SERVICE

SERVICE QUALITY SERVICE CULTURE

Khallikote Autonomous College

Khallikote Autonomous College

1. Definitions of the satisfaction relating to the reaction to services and

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3. Definitions of the satisfaction relating to the feelings of the purchaser

Khallikote Autonomous College

Khallikote Autonomous College

4. DATA ANALYSIS AND INTERPRETATION

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1. Application form No. 1-3nos

4.3 FORMAT OF THE BILL

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