MAJOR PROJECT REPORT

ON
“CUSTOMER SATISFACTION”
AT
Dial 2 Fly Travels Pvt. Ltd.

GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY

In partial fulfillment of the requirement for the award of the degree of
BACHCELOR OF BUSINESS ADMINISTRATION
Batch 2018- 2021

SUBMITTED BY: SUBMITTED TO:

DEEPANSHU POPLI Ms. Jaya Gupta
ROLL NO – 03015501718

NEW DELHI INSTITUTE OF MANAGEMENT

61A, TUGHLAKABAD, NEW DELHI-62

 DECLARATION

I, DEEPANSHU POPLI is a student of the New Delhi Institute Of

Management hereby declare that the Summer Training Report entitled,
“CUSTOMER SATISFACTION” is an original work and the same has not
been submitted to any other institute for the award of any other degree. The
suggestions as given by the faculty were duly incorporated.

[DEEPANSHU POPLI]
 CERTIFICATE

This is to certify that the project titled “CONSUMER SATISFACTION At DIAL 2 FLY

TRAVELS PVT.LTD. is an academic work done by DEEPANSHU POPLI submitted in

the partial fulfillment of the requirement for the award of the degree of Bachelor of

Business Administration from New Delhi Institute of Management, Delhi, under my

guidance & direction . To the best of my knowledge and belief the data & information

presented by him in the project has not been submitted earlier.

Ms. Jaya Gupta

 ACKNOWLEDGEMENT

It was a great experience for me to done training at company like Dial 2 Fly Travels

Pvt. Ltd. I got a chance to learn internal and external environment of the company.

I wish to express my deep sense of gratitude to my Ms. Jaya Gupta[Faculty Guide],

which help me to complete my project. They have been a great source of inspiration to me.

Without his keen interest, encouragement and invaluable suggestions this report could not have

attained its present shape with zeal and enthusiasm.

I would also like to extend my thanks to the entire staff members who have been very helpful

throughout my training in supplying with all the necessary information.

[DEEPANSHU POPLI]
 TABLE OF CONTENTS

 CHAPTER 1 : Introduction

Objective of the study

Literature Review

Research Methodology

o Need of the Study

o Scope of the Study

o Objective of the Study

o Research Methodology

o Sampling Method

o Data Collection

Limitations of the Study

 CHAPTER 2 : Profile of the organisation

 CHAPTER 3 : Analysis and interpretation of data

 CHAPTER 4 : Conclusion and recomendation

 Appendix

 Questionnaire

 Bibliography
 CHAPTER 1- INTRODUCTION
Marketing “is the process of process of planning and executing the

conception, pricing, promotion and distribution of ideas goods and

services to create exchange that satisfy individual and organizational

goals” today marketing must be understood not in the old sense of

making sale-telling and selling.

SATISFACTION is a process’s feeling of pleasure of

disappointments resulting from comparing a product’s perceived

performance in relation to his or her expectations.

CONSUMER SATISFACTION is both a goal and a marketing tool.

Customer’s first interaction with the product occurs at the retail level.

The availability of the product, their display, spacing etc, influence

the customers purchase decision to a large extends.

 OBJECTIVES
(a) To know the customer satisfaction regarding Dial 2 Fly Travels

Pvt. Ltd.

(b) To identify customer interest in travelling.

(c) To find service rendered by the company.

(d) To know price impact on product purchase.

 LITERATURE REVIEW

CUSTOMER SATISFACTION

Customer satisfaction refers to the extent to which customers are happy with the

services provided by a business.

Customer satisfaction levels can be measured using survey techniques and

questionnaires.

DEFINITIONS

Definition 1: Customer satisfaction is equivalent to making sure that service

performance meets customer expectations.

Definition 2: Customer satisfaction is the perception of the customer that the outcome

of a business transaction is equal to or greater than his/her expectation.

Definition 3: Customer satisfaction occurs when acquisition of services provides a

minimum negative departure from expectations when compared with other acquisitions.
Gaining high levels of customer satisfaction is very important to a business because

satisfaction customers are most likely to be loyal and to make repeat orders and to use a

wide range of services offered by a business.

There are many factors which lead in high levels of customer satisfaction including

products and services which are customer focused and hence provide high levels of

value for money.

What is clear about customer satisfaction is that customers are most likely to appreciate

the goods and services that they buy if they are made to feel special. This occurs when

they feel that the products and services that they buy have been specially produced for

them or for people like them.

BENEFITS OF CUSTOMER SATISFACTION

The importance of customer satisfaction and support is increasingly becoming a vital

business issue as organization realize the benefits of Customer Relationship

Management (CRM) for providing effective customer service. Professionals working

within customer-focused business or those running call centers or help desks, need to

keep informed about the latest customer satisfaction techniques for running a valuable

customer service function. From small customer service departments to large call

centers, the importance of developing a valued relationship with customers using CRM

is essential to support customer and long-term business growth.

What Do Customers Want?

Before we begin to create tools to measure the level of satisfaction, it is important to

develop a clear understanding of what exactly the customer wants. We need to know

what our customers expect from the products and services we provide.

Customer expectations have two types –

 Expressed

 Implied

Expressed Customer Expectations are those requirements that are written down and the

contract and agreed upon by both parties for example, product specifications and

delivery requirements. Supplier’s performance against these requirements is most of the

items directly measurable.

Implied Customer Expectations are not written or spoken but are the ones the customer

would ‘expect’ the supplier to meet nevertheless. For example, a customer would

expect the service representative who calls on him to be knowledgeable and competent

to solve a problem on the spot.

There are many reasons why customer expectations are likely to change overtime.

Process improvements, advent of new technology, changes in customer’s priorities,

improved quality of service provided by competitors are just a few examples.

 The customer is always right. Supplier’s job is to provide the customer what he/she

wants, when he/she wants it. Customer satisfaction is customer’s perception that a

supplier has met or exceeded their expectations.

WHAT CONSTITUTES SATISFACTION?

We cannot create customer satisfaction just by meeting customer’s requirements fully

because these have to be met in any case. However failing short is certain to create

dissatisfaction.

Major Attributes of customer satisfaction in companying industry can be

summarized as:

 Product quality

 Premium Outflow

 Return on Investment

 Services

 Responsiveness and ability to resolve complaints and reject reports.

 Overall communication, accessibility and attitude.

 WHAT ARE THE TOOLS?

Customer expectations can be identified using various methods such as:

 Periodic contract reviews

 Market research

 Telephonic interviews

 Personal visits

 Warranty records

 Informal discussions

 Satisfaction surveys

Depending upon the customer base and available resources, we can choose a method

that is most effective in measuring the customer’s perceptions. The purpose of the

exercise is to identify priorities for improvements. We must develop a method or

combination of methods that helps to continually improve service.

 CUSTOMER SATISFACTION SURVEYS

Formal survey has emerged as by far the best method of periodically the customer

satisfaction. The survey are not marketing tools but an information—gaining tool.

Enough homework needs to be before embarking on the actual survey. This includes:

 Defining Objectives of the Survey

 Design Survey approach

 Develop questionnaires and forms

 Administer Survey (Email, Telephone or Post)

 Method of compiling data and analyzing the findings

 Format of the report to present the findings

There is no point in asking irrelevant questions on a customer satisfaction

questionnaire. The basic purpose is to find out what we are doing right or wrong.

Where is the scope for improvement, where do we stand vis-à-vis other suppliers. How

we can serve the customer better?

A customer satisfaction measurement survey should at least identify the following

objectives:

 Importance to customers (Customers priorities)

 Customer’s perception of supplier’s performance

 Your performance relative to customer’s priorities.

 Priorities for improvement

Survey forms should be easy to fill out with minimum amount of time and efforts on

customer’s part. They should be designed to actively encourage the customer to complete

the questions. Yet they must provide accurate data should also be sufficiently reliable for

management decision making. This can be achieved by incorporating objective type

questions where customer has to “rate” on scale of say 1 to 10. For repeated surveys, you

could provide the rating that was previously done by the customer. This works like a

reference point for the customer.

Space should always be provided for the customers own opinions this enables

them to state any additional requirements or report any shortcomings that are not

covered by the objective questions.

Normally, we deal various personnel at various levels in the customer’s

organization—the buyer, user, receiving inspector, finance and purchase person etc.

surveying a number of respondents for each customer gives a complete perspective of

customer satisfaction. It may be necessary to device a different questionnaire for each

of them.

Respondents must be provided a way to express the importance they attach to

various survey parameters. Respondents should be asked to give a weighting factor,

again on a rating scale of say, 1 to 10, for each requirement. This gives a better

indication of relative importance of each parameter towards overall customer

satisfaction and makes it easier for suppliers to prioritize their action plans by

comparing the performance rating (scores) with importance rating (weighing).

 CONSUMER RESEARCH IN DIFFERENT DISCIPLINES

A considerable body of literature exists on consumption, consumer behaviour and

consumer decision making process.

Most of the consumer research focused on adopter categories, habits, attitudes and

intentions rather that on actually measuring the satisfaction level with the service.

CONSUMER SATISFACTION PROCESS

The paramount goal of marketing is to understand the customer and to influence buying

behaviour.

The process can be depicted as follows:-

 Need recognition- realization of the difference between the desired and the current

situation that serves as a trigger for entire process.

 Search for information.

 Pre purchase alternative evaluation.

 Consumption(utilization of the procured option)

 Post purchase alternative re-evaluation.

 Divestment(disposal of the unconsumed product and it’s remnants)

CUSTOMER SATISFACTION

We can asset that the buyer forms a judgment of value and acts on it. Whether the

buyer is satisfied after purchase depends upon the offer’s performance in relations to

the buyers’ expectation.

Satisfaction is the level of a person felt state resulting from comparing a service

perceived performance (outcome) is relation to the person’s expectations”. Thus the

satisfaction level is a function of the difference between perceived performance &

expectations. A customer could experience one of three levels of satisfaction. If the

performance falls short of expectations, the customer is unsatisfied. If the

performance matches the expectations, the customer is satisfied, pleased or delighted.

But the question arise how do buyer from their expectations? “Expectations are

formed on the basis of the buyer’s past buying experience, statements made by

associates, friends and marketer and competitor information and promises. If the

marketer raises expectations too high, the buyer is likely to be disappointed if the

company fails to deliver. On the other hand, if the company sets expectations too low,

it won’t attract enough buyers although it will satisfy those who buy”.
MISSION STATEMENT

To grow company by providing innovative, strong and high performance solutions to

meet global customer’s needs. Dial 2 Fly Travels Pvt. Ltd. will support world class

services by providing superior customer care. Dial 2 Fly Travels Pvt. Ltd. care

extends to the environment and the community.

 What is customer?

 A customer is our Paymaster

 A customer is the most important person in the company, whether we meet him in

person, he writes or telephones us.

 A customer is not independent on us……..We are dependent upon him for our

living.

 A customer is not an interruption to our work……He is the purpose of it. He is

doing us a favour by giving us an opportunity to serve him.

 A customer is not someone with whom to argue or match our wits…..No one ever

won an argument with a customer.

 A customer is a person who comes to us because he needs certain goods or

services. It is our job to provide them in a way profitable to him and ourselves.

 A customer is not a cold statistic. He is flesh and blood human being with

emotions and prejudices like our own.

 Without the customer there is no business.

 Why Customer is important for us?

 Because our salary is paid by the customer

 Because customer is the reason for our existence

 Because if there are no customers, the organization will cease to exit.

 Because ultimately we all are serving the customers, whether directly or

indirectly.

 Always Remember

 You are serving the customer directly since are based at a Dial 2 Fly Travels Pvt.

Ltd. Franchise.

 You are the person who has an opportunity to be in contact with the customer

throughout the life.

 For a customer you are a representative of “Dial 2 Fly Travels Pvt. Ltd.”.

 When you present yourself to the customer, you present an image of “Dial 2 Fly

Travels Pvt. Ltd.”

 You are a brand ambassador of “Dial 2 Fly Travels Pvt. Ltd.”.

 You are there to provide solutions to the customer’s problems.

 What do Customers want?

Customers are human beings like us. Human beings have emotions. The

emotional needs of the customers have to be satisfied during any interaction or

transaction.
 Every Customer Wants-

 To feel “ In Charge”

Customers want to feel they are in control of a situation when they are dealing

with you. They need to feel that that they are not being manipulated, that they are

getting to where they want to get.

 Respect

Everybody wants to feel good about themselves. They like to feel that they have

done the right thing, and you should reinforce this view of themselves.

 Fairness

People do not necessarily expect special treatment, but they do expect to be

treated as well as everyone else. Nobody likes to feel that they have been taken

advantages of in anyway.

 Friendliness

Customers want to feel good about those they have dealings with. They want to

have confidence in them, and to be made to feel welcome.

 Knowledge

Customers want to know what is happening so that they can make of what is

going on. They will respect your expertise, but will not want to treat as idiots.
 Confidence

Customers need to feel that the people and organizations they deal with are

trustworthy and will keep their promises.

As we know successful completion of any report and getting genuine results from that

depends upon the method used by the researcher.

This report involves study of “CUSTOMER SATISFACTION AND AFTER

SALE SERVICE”.
RESEARCH INSTRUMENT QUESTIONNAIRE

Questionnaire and personal interview was main weapon to extract information from

the respondents. Questionnaire is a formal list of question asked in person or in

writing. The structure of the questionnaire included multiple choices of question,

rating and ranking question, dichotomous question and demographic questions. The

questionnaire used by me was structured and non – disguised one. The questionnaire

was typed and made in a systematic pattern so as to make it easily understandable to

the respondents. These questionnaires were circulated and explained the important

aspects and objectives of the study.

PROBLEM DEFINITION AND RESEARCH OBJECTIVE

In the current competitive market Scenario of Dial 2 Fly Travels Pvt. Ltd., it’s

difficult to maintain current market shares and to capture more market shares special

strategies are needed.

There is no doubt that Dial 2 Fly Travels Pvt. Ltd.. is the market leader but its market

shares. So, Dial 2 Fly Travels Pvt. Ltd. has made its marketing objective to increase

its market share and hold down its current customers. For a leader the situation is

tougher first, he has to hold down its current customers, after that he thinks about

attracting other.
Today customers are very sensitive for the quality and price of the service. They

estimate, which offer will deliver the most value. Customers are value maximize with

in the boundaries of search cost and limited knowledge, mobility & income. Today

buyers will buy from that fir, which deliver more value to them.

In current market scenario it is important to know consumer behavior. For every

company it is necessary to have good buyer seller relationship, for promoting its

service. For this concept it is necessary to study consumer behavior. In this study, I

tried to know “SATISFACTION LEVEL OF THE CUSTOMERS”.

 SIGNIFICANCE OF THE STUDY

 Satisfaction & Productivity: Productivity leads to satisfaction rather than other

way round. If one does a good job then he or she feels good about it.

 Satisfaction & Absenteeism: There is a negative relationship between satisfaction

& absenteeism. Dissatisfied employees are more likely to miss work than

satisfied employees.

 Satisfaction & Turnover: Satisfaction is also negatively related to turnover. More

is the level of satisfaction more will be the turnover & vice versa.
 RESEARCH

METHODOLOGY

NEED FOR THE STUDY

 The deeper the company understands of consumer’s needs and satisfaction, the

earlier the service is introduced ahead of competition, the greater the expected

contribution margin. Hence the study is very important.

 This study will help companies to customize the service, according to the

consumer’s need.

 This study will also help the companies to understand the experience and

expectations of the existing customers.

 SCOPE OF THE STUDY

This study is limited to the consumers with in Faridabad city. The study will be able to

reveal the preferences, needs, satisfaction of the customers regarding the services of the

company. It also help company to know whether the existing products or services are

offering are really satisfying the customers needs.

OBJECTIVE OF THE STUDY

 To have an insight into the attitudes and behaviors of customers.

 To find out the differences among perceived service and expected service.

 To produce an executive service report to upgrade service characteristics.

 To understand consumer’s preferences.

 To access the degree of satisfaction of the consumers

REASERCH METHODOLOGY

A descriptive study tries to discover answers to the questions who, what, when, where,

and, sometimes, how. The researcher attempts to describe or define a subject, often by

creating a profile of a group of problems, people or events.

Such studies may involve the collection of data and the creation of a distribution of the

number of times the researcher observes a single event or characteristic (the research

variable), or they may involve relating the interaction of two or more variables.

Organizations that maintain databases of their employees, customers and suppliers

already have significant data to conduct descriptive studies using internal information.

Yet many firms that have such data files do not mine them regularly for the decision-

making insight they might provide.

This descriptive study is popular in business research because of its versatility across

disciplines. In for-profit, not-for-profit and government organizations, descriptive

investigations have a broad appeal to the administrator and policy analyst for planning,

monitoring, and evaluating. In this context, how questions address issues such as

quantity, cost, efficiency, effectiveness, and adequacy.

Descriptive studies may or may not have the potential for drawing powerful inferences.

A descriptive study, however, does not explain why an event has occurred or why the

variables interact the way they do.

SAMPLE METHOD

Convenience sampling method is used for the survey of this project. It is a non-

probability sample. This is the least reliable design but normally the cheapest and

easiest to conduct .In this method Researcher have the freedom to choose whomever

they find, thus the name convenience. Example includes informal pools of friends and

neighbors or people responding to a newspaper’s invitation for readers to state their

position on some public issue.

SAMPLE SIZE

Sample size denotes the number of elements selected for the study. For the present study, 100

respondents were selected at random. All the 100 respondents were the customers of different

branches of the company.

SAMPLING METHOD

A sample is a representative part of the population. In sampling technique, information

is collected only from a representative part of the universe and the conclusions are

drawn on that basis for the entire universe.

A convenience sampling technique was used to collect data from the respondents.
METHOD OF DATA COLLECTION

To know the response, the researcher used questionnaire method. It has been designed

as a primary research instrument. Questionnaires were distributed to respondents and

they were asked to answer the questions given in the questionnaire.

The questionnaires were used as an instrumentation technique, because it is an

important method of data collection. The success of the questionnaire method in

collecting the information depends largely on proper drafting. So in the present study

questions were arranged and interconnected logically. The structured questionnaire will

reduce both interviewers and interpreters bias.

Further, coding and analysis was done for each question’s response to reach into

findings, suggestions and finally to the conclusion about the topic.

TYPES OF DATA

Every decision poses unique needs for information, and relevant strategies can be

developed based on the information gathered through research. Research is the

systematic objective and exhaustive search for and study of facts relevant to the

problem.
Research design means the framework of study that leads to the collection and analysis

of data. It is a conceptual structure with in which research is conducted. It facilitates

smooth sailing of various research operations to make the research as effective as

possible.

PRIMARY DATA

Primary data are those collected by the investigator himself for the first time and thus

they are original in character, they are collected for a particular purpose.

A well-structured questionnaire was personally administrated to the selected sample to

collect the primary data.

SECONDARY DATA

Secondary data are those, which have already been collected by some other persons for

their purpose and published. Secondary data are usually in the shape of finished

products.

Two types of secondary data were collected for the preparation of the project work:

Internal Data was generated from company’s brochures, manuals and annual reports,

External Data, on the other hand, was generated from magazines, research books,

intranet and internet (websites).

LIMITATIONS OF THE STUDY

Although the study was carried out with extreme enthusiasm and careful planning there are

several limitations, which handicapped the research viz,

1. Time Constraints:

The time stipulated for the project to be completed is less and thus there are chances that

some information might have been left out, however due care is taken to include all the

relevant information needed.

2. Sample size:

Due to time constraints the sample size was relatively small and would definitely have been

more representative if I had collected information from more respondents.

3. Accuracy:

It is difficult to know if all the respondents gave accurate information; some respondents tend

to give misleading information.

4. It was difficult to find respondents as they were busy in their schedule, and collection

of data was very difficult. Therefore, the study had to be carried out based on the availability

of respondents.
 SWOT ANALYSIS

STRENGTH

 Wide network

 Large number of customers

 Fast adaptability to technology

 Brand image

WEAKNESS
  Casual behaviour

 Corruption and red tapism

 Slow decision making due to large hierarchy

 High gross NPA

OPPORTUNITIES

 Diversification towards other fields

 Globalization
THREATS

 Stiff competition from other private players.

 CHAPTER 2: PROFILE OF THE ORGANIZATION

COMPANY PROFILE

At Dial2Travel we are here to connect the world's best holiday with travellers looking for more
from their holiday than just a brief stay. It is not unusual to hear new clients say "we didn't
know travel agents still exists" or "I've never thought about using a travel agent" until now, in
the age of internet the traditional concept of a travel agent is bit outdated but today's travel
agent is more savvy, more knowledgeable, more specialized and needed more than ever before.
With the wealth of information available on the internet the choices are overwhelming and the
reviews are daunting. How do you know you are making the right vacation choices for your
much needed and well earned time to relax?

With the launch of domestic and worldwide flight bookings and holidays packages on
Dial2Travel, Indian travellers can now book flights, hotels and holiday attractions in any
corner of the globe in one place.

Why Choose Dial 2 Travel

Wherever you choose to travel with Dial2Travel, you can travel with confidence. The clarity of
our brochures and website, the expertise and experience of our tour consultants and the
knowledge of our local representatives on the ground, all enable you to be fully informed
before you book and carefree when you travel.

Dial 2 Fly is India's First Company to Give B2B Services in White Label On Variety Of
Services with Web Application and Mobile Application. For All Services as Franchisee,
Distributor, Retailers and Users. This Feat Itself Speaks About the Team's Experience and
Commitment towards the Business. 

Mission:

We As A Team Want to Build Successful Entrepreneurs with our User Friendly Technology
Interface, Expertise Knowledge, World Class Services with Good Return on Investments and
Especially Build Your Own Empire with Our Expertise. Good Returns and Services Are Our
Backbone and Our Commitment Towards Entrepreneurs to Share and Earn. 

 Vision:

Sharing Our Resources, Technologies and Services to Common Man and Enhance his reach
towards Services of Day To Day needs which Works through Various Mediums. To Introduce
Various One Stop Shop For all Basic Needs is the Strongest Commitment of our Enterprise
Dial 2 Fly with Good Entrepreneurs leading the way to provide the Services with World Class
Technology and Interface we would win Hearts and Goodwill. 
Through the course of 10 years in the travel industry, we have the knowledge to provide quality
service to our guests.

Established in 2005, Dial 2 fly continues to be a widely acknowledged and reliable tour
operator. Having acquired a good reputation and good reviews from its travellers and its co-
operators.

Our dedicated and professional multilingual personnel will be ready to serve you from the first
"Welcome" to the last "Goodbye".

Whatever your requirements are, from a simple hotel reservation to the most demanding
program for even one person or a group of persons, our efficient agents will be ready to give

you their knowledge of Greece with honest and accurate information, and you'll be able to built
together your memorable holidays in Malaysia.

Dial2Travel Products

Domestic & International Ticketing

: Holiday Packages
: Travel Arrangements Inbound & Outbound
: Passport and Visa Application
: Travel Insurance
: B2B and Affiliate Service
: Cruise Honeymoon Packages
Romantic Bali Package

Duration: 3Nights / 4Days

Hotel | Meals | Transport | Sightseeings

Bali Honeymoon Package

Duration: 4 Night and 5 Days

Hotel | Meals | Transport | Sightseeings

 CHAPTER 3 :
ANALYSIS AND INTERPRETATION OF DATA

Classification and Tabulation transforms the raw data collected through

questionnaires and personal interviews into useful information by organizing and

compiling the bits of data contained in each of the 50 questionnaires, that is,

observation and responses are converted into understandable and orderly statistics for

further analysis and interpretation.

The raw data should be presented in a summarized, simple and organized form.

Therefore the data is processed systematically. This involves three activities: -

1. Editing: Inspecting, correcting and modifying the collected data

2. Coding: Assigning numbers or other symbols to each answer or placing

them in categories to prepare data for tabulation.

3. Tabulation: Bringing together similar data and totaling them in an accurate

and meaningful manner.

1) SATISFACTION OF RESPONDENTS WITH SERVICES OFFERED BY COMPANY

SL. No. RESPONSE NUMBER OF PERCENTAGE OF

RESPONDENTS RESPONDENTS
1. Satisfied 89 89%
2. Not satisfied 11 11%
TOTAL 100 100 %

Graph - 6.2
Classification based on satisfaction level of respondents

100 89

No. of
50
respondents
11
0

Satisfied Not satisfied

Analysis: From the above table it could be inferred that 89% of the consumers are

satisfied with the service and quality of service of their company. Only 11% of

consumers are not satisfied.

Interpretation: Most of the respondents are satisfied with the service offered by the

company. Presently the company offers varieties of services. Customers are getting good

service from the company.

2) Customer Perception about the Pricing

Motive: - To know the perception about the pricing of the DIAL 2 FLY PVT. LTD.

Table

Rating No. of Customer Percentage

High 10 20%
Low 5 12%
Reasonable 8 16%
Competitive 22 44%

Chart

8% 1
20%
2
3
12%
44% 4
16%
5

Interpretation:
Interpretation: - About 44% of the people feel that price of Dial 2 Fly Pvt. Ltd. are

competitive because it is used more often by businesses to sell similar products.

3) CUSTOMER SATISFACTION LEVEL WITH QUALITY

MOTIVE: - To know about the quality about the Dial 2 Fly Pvt. Ltd.

Table

Rating No. of Customer Percentage

Outstanding 35 70%
Good 5 10%
Acceptable 5 10%
Poor 3 6%
V. Poor 2 4%

Chart

6% 4% 1
10% 2
3
10%
70% 4
5

Interpretation:
Interpretation: - About 70% of the people feel that quality of Dial 2 Fly Pvt. Ltd. is

Outstanding because company takes feedback from its customers.

4) OVERALL PERFORMANCE
MOTIVE: - To know about the overall performance of the Dial 2 Fly Pvt. Ltd.

Table

Rating No. of Customer Percentage

Outstanding 40 80%
Good 5 10%
Acceptable 2 4%
Poor 2 4%
V. Poor 1 2%

Interpretation:
Interpretation: - About 80% of the people feel that performance of Dial 2 Fly Pvt.
Chart
Ltd. is outstanding because customer satisfies with the services of the product.

4% 4% 2% 1
10% 2
3
4
80%
5

5) RELIABILITY OF Dial 2 Fly Pvt. Ltd. Service

MOTIVE: - To know about the reliability of the Dial 2 Fly Pvt. Ltd.

Table

Rating No. of Customer Percentage

Outstanding 45 90%
Good 1 2%
Acceptable 2 4%
Poor 2 4%
V. Poor 0 0%
 Chart

4% 4% 0%
2% 1
2
3
4
90%
5

Interpretation:
Interpretation: - About 90% of the people have opinion that the Dial 2 Fly Pvt. Ltd.

is reliable because company objective is clear.

6) VERSATILITY OF DIAL 2 FLY PVT. LTD. SERVICE

MOTIVE: - To know about the Versatility of the DIAL 2 FLY PVT. LTD.

Table

Rating No. of Customer Percentage

 Outstanding 44 88%
Good 2 4%
Acceptable 3 6%
Poor 1 2%
V. Poor 0 0%

Chart

1
4% 6% 2% 0%
2
3
4
88%
5

Interpretation:
Interpretation: - About 88% of the people have the opinion that DIAL 2 FLY PVT.

LTD. are versatile because company gives time to time training to their employees.

7) SHOWING RATE OF REGISTERING COMPLAINTS

MOTIVE: - To know the rating when case of registering the customer complaint.

Table

Rating No. of Customer Percentage

Outstanding 44 88%
 Good 2 4%
Acceptable 3 6%
Poor 1 2%
V. Poor 0 0%

Chart

1
4% 6% 2% 0%
2
3
4
88%
5

Interpretation:
Interpretation: - About 88% of the people feel that registering complaint of DIAL 2

FLY PVT. LTD. is outstanding because company give quick response to its

customers.

8) SHOWING PROMPTNESS OF FRANCHISE

MOTIVE: - To know the rating which shows the promptness

Table

Rating No. of Customer Percentage

Outstanding 44 88%
Good 12 4%
 Acceptable 16 6%
Poor 8 2%
V. Poor 20 0%

Interpretation: Chart
Interpretation: - About 44% of the people feel that - 1 of Dial 2 Fly Pvt.
promptness

Ltd. is outstanding because company has maintained the time management.

8% 1
20%
2
3
12%
44% 4
16%
5

9) OVERALL QUALITY AND SERVICE BACK UP

MOTIVE: - To know about the overall quality and service backup of Dial 2 Fly Pvt.

Ltd.

Table

Rating No. of Customer Percentage

Outstanding 44 88%
Good 2 4%
Acceptable 3 6%
Poor 1 2%
V. Poor 0 0%

Interpretation: Chart
Interpretation: - About 88% of the people feel that quality &-service
1 backup of Dial
2 Fly Pvt. Ltd. is outstanding because company has maintained its brand equity.

8% 1
20%
2
3
12%
44%
4
16%
5
 Awareness of Dial 2 Fly among the people

YES

NO

Graph :- Response of people Interpretation

Interpretation:

Although there is sufficiently high brand equity among the target audience yet, it is to be noted that

from 100 customers only 14% are aware about the facilities provided by Dial 2 Fly Pvt. Ltd. and rest

86% are not aware of the facilities provided by the company meaning thereby, that, the company

should concentrate more towards promotional tools and increase its focus on product awareness

along with brand awareness.

 Satisfaction level among customers
Satisfied Dissatisfied

UNSATISFIED
SATISFIED

Graph :- Result of satisfaction level among customers with Dial 2 Fly

 Interpretation
Here we can easily see that from 100 customers, 72% are satisfied with the services of the

company but apart from them rest of 28% is completely dissatisfied with the services of the

company.

This pie-chart corroborate the fact that Strategic marketing, today, has gone beyond only

meeting Sales targets and generating profit volumes. It shows that all the competitors are striving

hard not only to woo the customers but also to make them Brand loyal by generating customer

satisfaction.

Once the customer will be satisfied then only they will become loyal otherwise the company not

only looses them but also will their reference customer.

 Company services is better than competetors

Highly agree
Agree
Neither Agree Nor Disagree
Highly disagree
Disagree

Graph :- Result of company services is better than competitors

 Interpretation:

While asking about whether the Dial 2 Fly Pvt. Ltd. services are better from the other

competitors or not the response I got from the respondents that only 33% were highly agree 46%

were agree, 14% were neither agree nor disagree, 5% were disagree while 2% were highly disagree.

The respondents who were highly disagree was the result of delay in services and more

charges as compared to other competitors.

 CHAPTER 4 :
CONCLUSION

&

RECOMMENDATIONS

CONCLUSION

 The project entitled “CUSTOMER SATISFACTION” has helped me in

studying about the services offered to consumers by the organization.

 Since the opening up of the organization, Dial 2 Fly Travel Pvt. Ltd. are in the

fray each one trying to cover more market share than the other. But the most

important thing that create a good name to any organization is its services that

can well satisfy its customers hence customer satisfaction is very crucial and

important tool of business.

  In short, I would like to say that the every act of the concerned management at

Dial 2 Fly Travel Pvt. Ltd. in critically examining consumer satisfaction

towards all services of the company is a step in their continual mission of

making all round improvements as a means of progress.

 Travelling industry in India – this section helped in knowing India’s potential in

Travel And Tourism. People have been visiting different regions to experience

the Vibrant Colors of India.

 I am sure the company has a very bright future to look forward to and will be a

trailblazer in its own right.

RECOMMENDATIONS

Some of the recommendation for the Dial 2 Fly Travel Pvt. Ltd. would be following

here-

 Dial 2 Fly Pvt. Ltd. need to focus more in to middle segment of the

customer because they are very price sensitive and they ready to take an advantage

of this.

 Dial 2 Fly Pvt. Ltd. need to focus more in to marketing problem because

customer satisfaction depends upon this.

 2 Fly Pvt. Ltd. need to focus cheap availability of the products.

 Dial 2 Fly Pvt. Ltd. need to change their customer segmentation like other

glasses companies which focus more towards luxury segment.

 Customer Satisfaction is more or less depends upon what customer perceive

with the brand and Dial 2 Fly Pvt. Ltd. is the well discussed brand among the

customer which is good sign for the company can keep continue with this strategy.

 In order to avoid any inconvenience to its customers, it should open new

branches, more effective online ticket booking facilities and focus on small cities

and towns.

 Dial 2 Fly Pvt. Ltd. should make proper food arrangement like while

travelling many people prefer Indian food only and many times this arrangement is

not done.

 Dial 2 Fly should make proper arrangement and schedules for air ticketing,

rail ticketing, destination management and safety for its customers as some of them

are unsatisfied with these services.

 ANNEXURE
QUESTIONNAIRE

Question 1: Satisfaction level among customers?

 Satisfied

 Not satisfied

Question 2: How would you rate the customer perception about pricing?

 High

 Low

 Reasonable

 Competitive

Question 3: Are you satisfied with the quality of Dial 2 Fly Pvt. Ltd.?

 Outstanding

 Good

 Acceptable

 Poor

 V. poor
Question 4: What do you think about the performance of the Dial 2 Fly Pvt. Ltd.

services?

 Outstanding

 Good

 Acceptable

 Poor

 V. poor

Question 5: What do you think about the reliability of the Dial 2 Fly Pvt. Ltd.

service?

 Outstanding

 Good

 Acceptable

 Poor

 V. poor

Question 6: How would you rate the versatility of the Dial 2 fly pvt. Ltd.

services?

 Outstanding

 Good

 Acceptable
  Poor

 V. poor

Question 7: How would you rate when case of registering your complaint with

the company?

 Outstanding

 Good

 Acceptable

 Poor

 V. poor

Question 8: How would you rate the promptness from the time of complaint?

 Outstanding

 Good

 Acceptable

 Poor

 V. poor

Question 9 : How would you describe the overall quality and service backup of

the company?

 Outstanding

 Good

 Acceptable

 Poor
  Very poor

Question 10 : Awareness of Dial 2 Fly Pvt. Ltd. among the Customers ?

 Yes

 No

Question 11 : Company Service is better than the Competitors ?

 Highly Agree

 Agree

 Neither Agree

 Highly Disagree

 Disagree
 BIBLIOGRAPHY

BOOKS

 Research Methodology – Kothari C. R.

 Marketing Management – Kotler Phillip

ARTICLES

 Anderson E. W. & Sullivan “Customer satisfaction of firms” marketing science,

(2003)

 Babakus E. and Boller G. W. “An Empirical Assessment of the

SERVQUAL”BBC, (2009)

WEBSITES:

 http//:www.wikipedia.org

 http://www.google.co.in/search?q= consumer + satisfaction & rls = com

 http://www.dial2fly.gr

 http://www.tourismofindia.com
 http://www.travelindia.com