A Summer Internship Programme

45
A SUMMER INTERNSHIP PROGRAMME
On
ANALYSIS OF CUSTOMER EXPECTATIONS AT
Summer Internship Report Submitted in
Partial fulfillment of Integrated BBA/ MBA Programme
2021-22
By
ARUNIM ISHAN
19DMB010
School of Management
Gautam Buddha University
Gautam Buddha Nagar- 201310
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45
DECLARATION
I Arunim Ishan 19DMB010 hereby declare that this project work is the result of my own
research and no part of it has been presented for any other degree in this university or
elsewhere. I am solely responsible for any error found in this work
. Date: …………………….
Place: ……………………..
Student Signature: ………………………………….
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45
CERTIFICATE FROM INDUSTRY
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CERTIFICATE FROM MENTOR
This is to certify that the project titled “…ANALYSIS OF CUSTOMER

EXPECTATIONS AT COOX……………..” has been done under my supervision by
ARUNIM ISHAN of Integrated BBA MBA FIFTH semester.
Signature of the Faculty -Supervisor
Name of the Faculty -Supervisor
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ACKNOWLEDGEMENT
A successful project can never be prepared by the single effort or the person to whom project
is assigned, but it also demands the help and guardianship of some conversant person who
helps in the undersigned actively or passively in the completion of successful project. It is my
honour to get an opportunity to pursue my summer internship with COOX, Greater Noida. I
would like to thank COOX for giving me an opportunity to undertake a summer internship in
the company. My special thanks to Mr Akshat Gupta and Mr Abhishek Gupta, owners of the
COOX for providing me all needed information to complete my project. I extend my sincere
gratitude to Miss Neeti Rana for providing all help to complete my project. I would also like
to thank my faculty for providing their guidance. Finally I would like to thank my family and
friends for giving me constant support or encouragement.
Thank you all
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EXECUTIVE SUMMARY
This summer project report is prepared at 'COOX’, on "Analysis of Consumer

Expectations" using 'Servqual Framework' as a part of curriculum of the BBA program. I
have selected this topic to measure and map the consumer expectations from any consumer
service or hospitality business and the gaps; and the way to cover these gaps. Servqual is a
multi-dimensional research instrument designed to capture consumer expectations and
perceptions of a service along five dimensions that are believed to represent quality:
reliability, responsiveness, assurance, empathy and tangibles. This can be used to determine
the gaps in the process and how we can work on it to improve the branding using customer
satisfaction.
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TABLE OF CONTENTS
SR NO PARTICULAR PAGE NO
NUMBER 1 INTRODUCTION
NUMBER 2 LITERATURE REVIEW
NUMBER 3 DETAILED STUDY
NUMBER 4 RESEARCH METHODOLOGY
NUMBER 5 ANALYSIS AND INTERPRETATION
NUMBER 6 FINDINGS, SUGGESTIONS
NUMBER 7 CONCLUSION
NUMBER BIBLIOGRAPHY
8
NUMBER ANNEXURE
9
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INTRODUCTION
INTRODUCTION TO COMPANY
ORIGIN
Akshat Gupta, the founder, loved South Indian food. One Sunday afternoon, he was
expecting a few guests and wanted to have Rawa Masala Dosa. He didn't want to go to a
restaurant or cook at home because it was too much effort. He didn’t want to order online
because dosas turn soggy and lifeless on delivery. The idea struck him! Why couldn't a
professional chef come home and make crispy dosas?
ABOUT
COOX is a one-of-a-kind website that allows users to book a chef for house party, birthday
party, kitty party, or other special event. It prepares a wide variety of cuisines, including
North and South Indian, Chinese, Continental, Italian, and more. It is currently operating in
Delhi, Noida, Faridabad, Ghaziabad, Gurgaon, and Greater Noida and has a network of over
1000+ professionals who have helped it to deliver a service of the highest quality. Hire the
best cooks and chefs in Delhi NCR for house parties, birthday parties and other special
occasions and enjoy a variety of dishes from all over the world prepared hot and fresh in your
kitchen. COOX has redefined the idea of booking an online cook. You can hire a cook for a
day or multiple days to get a fine dining experience at your home, and you can do that in five
simple steps. Having opened in the covid scenario, the company prides itself in its hygiene
and cleanliness, making it a hit among the customer
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pg. 9
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History and Development
COOX started off in July 2018 with Mr Akshat Gupta, a pass out of IMT Hyderabad and Mr
Abhishek Gupta, a pass out of IMT Ghaziabad at the helm. It initially started off with Chef
Sanjay Sharma, an esteemed chef at The Hyatt, offering his services in Delhi. With due time,
as the team started to acquire more and more chefs from around NCR, it expanded its
services in Noida before expanding in chronological order in Ghaziabad, Faridabad, Gurgaon
and Greater Noida. As of Oct 2020, at the point of my internship completion, COOX had
started off its service in Mumbai, Bangalore and Hyderabad with plans to start services in
Coimbatore next.
Having established its presence in the Chef at home sphere, the company has started dealing
in Bartending, Utensils, Party entertainers, Waiters etc. offering an all-around experience to
its customers.
The company tapped into the corporate market, having served at CP Gurnani's, the CEO of
Tech Mahindra.
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Company Profile
COMPANY NAME : COOX
EMAIL : hello@coox.in
WEBSITE : www.coox.in
CITIES : Delhi, Greater Noida,
Noida, Gurgaon. Faridabad,
Ghaziabad, Mumbai,
Bangalore, Hyderabad
PAYMENT MODES : Credit Card, Debit Card, UPI
EST. : 2021
TURNOVER : Confidential
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LOGO
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pg. 14
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INTRODUCTION
INTRODUCTION TO TOPIC
WHO ARE CUSTOMERS?
A customer is an individual or business that purchases another company's goods or services.

Customers are important because they drive revenues; without them, businesses cannot
continue to exist. All businesses compete with other companies to attract customers, either by
aggressively advertising their products, by lowering prices to expand their customer bases, or
by developing unique products and experiences that customers love. Think Apple, Tesla,
Google, or TikTok.
HOW IS CUSTOMER SERVICE IMPORTANT?
Customer service, which strives to ensure positive experiences, is key to a successful

seller/customer dynamic. Loyalty in the form of favourable online reviews, referrals, and
future business can be lost or won based on a good or bad customer service experience. In
recent years, customer service has evolved to include real-time interactions via instant
message chats, texting, and other means of communication. The market is saturated with
businesses offering the same or similar products and services. What distinguishes one from
another is customer service, which has become the basis of competition for most businesses.
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DIFFERENCE BETWEEN CUSTOMERS AND CONSUMERS?
The terms customer and consumer are nearly synonymous and are often used
interchangeably. However, there exists a slight difference. Consumers are defined as
individuals or businesses that consume or use goods and services. Customers are the
purchasers within the economy that buy goods and services, and they can exist as consumers
or alone as customers.
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WHAT ARE CUSTOMER EXPECTATIONS?
By definition, customer expectations are any set of behaviors or actions that individuals
anticipate when interacting with a company. Historically, customers have expected basics
like quality service and fair pricing — but modern customers have much higher expectations,
such as proactive service, personalized interactions, and connected experiences across digital
channels.
BASIC CUSTOMER EXPECTATIONS
1. Customers expect connected journeys
 76% of customers expect consistent interactions across departments, yet 54% say it
generally feels like sales, service, and marketing teams don’t share information
 74% of customers have used multiple channels to start and complete a transaction
2. Customers expect personalization:
 52% of customers expect offers to always be personalized — up from 49% in 2019
 66% of customers expect companies to understand their unique needs and expectations,
yet 66% say they’re generally treated like numbers
3. Customers expect innovation: Keep pushing the limits.
 88% of customers expect companies to accelerate digital initiatives due to COVID-19
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 69% of customers believe companies should offer new ways to get existing products and
services in the wake of the pandemic, and 54% believe they should offer entirely new
products and services
4. Customers expect great experiences
In this era of exponentially disruptive technological change, products and services that are cutting
edge one day are outdated the next. In this context, the experience a company offers is
increasingly its differentiator. But the scope of customer experience is changing, too. To win
hearts and wallets, companies must not only deliver amazing marketing, sales, ecommerce, and
service interactions, but also prove that they have the customers’ best interests in mind.
"Customer expectation is a belief that something will happen because it is meant to happen in a
particular service" - Wehmeier, 2000
SOURCE : State of connected customer, October 2020
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WHAT IS A GAP?
Performance gap analysis determines what aspects are lacking in the performance of an
employee in a particular position or of a company in comparison with its competitors. In
both instances, actual performance is measured in comparison with standards established by
benchmarks for acceptable performance in that position. An alternate type of performance
gap analysis determines what additional skills and training may be needed to bring
individual employees or an entire company up to an acceptable standard when specific
aspects of jobs change. This second type of performance gap analysis often occurs when
new technologies are introduced into a workplace.
Performance Mapping
One of the first tasks in performance gap analysis is creating a performance map describing
the behaviors of high-performing individuals in a particular job role. This performance map
provides a blueprint against which to compare the performance of employees. A
comparison of the performance map with the performance of your employees can disclose
the source of gaps in the performance of average employees or sub-par employees in
comparison with high-performing workers. A different performance map would apply to
each job role within your company.
Addressing Performance Gaps
Depending on the results of the performance gap analysis, your plan of action may involve
additional training for your staff, purchasing new equipment or making alterations in the
design and logistics of your office or manufacturing plant. You may also decide to replace
one or more members of your staff, or to reorganize your company's management structure.
A follow-up performance gap analysis performed after changes have been implemented can
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determine whether the deficiencies and shortcomings evident in the first evaluation have
been remedied.
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Organisational Overview
COOX is a unique platform that let's a person book a chef for a house party, birthday party,
kitty party, and other special occasions.
They do a spectrum of cuisines ranging from North Indian to South Indian, Chinese,
Continental, Italian and more.
The organization is headed by Akshat Gupta, the CEO of the company. The marketing
department is led by Abhishek Gupta, CMO and Rajat Johri handles the Technical
department in the CTO position.
The company started off in July, 2017 and started off in Delhi NCR before expanding into
Mumbai, Hyderabad and Bangalore. Some of its prominent customers include CP Gurnani,
the CEO of Tech Mahindra and Daler Mehandi, famous Indian Singer.
The key mission is to provide food to every corner of the India, without compromising on the
taste or the quality.
Boasting a team of Individuals, it works with progressive and scalable thinking so that the
rapid expansion work can be done.
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COMPETITORS
The team has quite a bit of competitors as well in the Chef at home market.
Companies like Chefkart, Cheffed, MiumMium are pushing hard to get a share of the market.
However, the closest competitor that COOX has is Garniche, who has a significant number of
customers secured in Delhi NCR.
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CUSTOMER REVIEWS
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NOTABLE CUSTOMERS
CEO OF TECH MAHINDRA
FAMOUS INDIAN SINGER
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LITERATURE REVIEW
A literature review is an overview of the previously published works on a specific topic. The
term can refer to a full scholarly paper or a section of a scholarly work such as a book, or an
article.
AUTHOR(S) YEAR FINDINGS
The financial services,

particularly banks, compete in
SARAVAN AND RAO 2007 the marketplace with generally

undifferentiated products;
therefore service quality
becomes a primary
competitive weapon.
Literature has proven that

providing quality service
delivery to customers retains
Negi 2009 them, attracts new ones,

enhances corporate image,
lead to positive referral by
word of mouth, and above all
guarantees survival and
profitability
factors relevant to service

quality are better conceived as
Dabholkar 2000 its antecedents rather than its
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components and that

customer satisfaction strongly
mediates the effect of service
quality on behavioural
intentions
managers of companies with a

Web presence, an awareness
of how customers perceive
Collier, J. E. and 2006 service quality is essential to
Bienstock understanding what customers
value in an online service
transaction.
The intent of the research was

to examine the ability of the
performance-only
measurement approach to
Brady, M. K., Cronin, 2002 capture the variance in

consumers' overall perceptions
J. J.,
of service quality across three
studies. For the first study, the
original Cronin and Taylor data
were obtained and a
replication of their study was
undertaken using a recursive
form of their non-recursive
model in an effort to avoid the
abnormal parameter estimates
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they reported. The replication

successfully duplicated their
finding as to the superiority of
the performance-only
measurement of service
quality.
the SERVQUAL instrument can

serve as a useful indicator for
information system managers
attempting to identify areas of
Jiang, JJ 2002 needed service improvement

and to researchers seeking a
success measure of
information system services
The future belongs to

Internet of Things (IoT)
Waqas Ahmed 2019 services. The technology
diffusion with rapid growth
intrigues for
customer acceptance and
satisfaction. Embedding
everything with sensors
(mostly RFID) to interact
with human and
other object in order to
complete service delivery,
service quality will be major
determinant in smooth
adoption in
this scenario. The nature of
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IoT-service has evolved

through manifold features as
from physical interaction to
online
presence with automatic
service delivery.
The results gave an

overview of the perspectives
of Indian patients on the
quality of service in private
Sadia Samar Ali 2018 hospitals. Patients indicated
best satisfaction in some
dimensions of services,
namely, the tangible
dimension of “hospitals
provide ample parking
spaces,” empathy dimension
of “Doctors are never too
busy to respond to my
request”, assurance
dimension of “I can depend
on Doctor/Nurse,” and in the
responsiveness dimension of
“employees always
communicate truly” on
hospital matters.
The results illustrate a high

degree of importance placed
on attributes such as on‐
board security, bus
Beneditto Barabino 2012 reliability, cleanliness and
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frequency, with these latter

three characterized by the
widest negative gaps
between perceptions and
expectations. The sole
quantitative supply of
transport does not seem to
influence quality perceptions
more than attributes such as
staff courtesy and bus
comfort.
The study revealed that, five

elements in technology and
ICT and six elements of
property which were
Wan Zahari Wan 2008 identified below the service
Yusoff quality (SQ) level. On the

other hand, 29 elements of
other services were achieved
with minimum quality level.
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LITERATURE REVIEW
Servqual Framework has been used to great effect in various industries and services, however it has
never been implemented on a service as niche as this. This is why, it forms the basis of my research
and I'll be using it to backup my findings.
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OBJECTIVES OF THE REPORT
- Analysing Customer Expectations
- Mapping expectations on Servqual framework
- Understanding Gaps in marketing processes
- Understanding the most important aspects of the service
- Brainstorming
- Coming up with suggestions
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RESEARCH METHODOLOGY
WHAT IS RESEARCH?
Marketing research is a systematic gathering, recording and analysis of data

about marketing problems to facilitate decision making. The American
Association has given the same definition but they also emphasize on the
systematic research rather than convenient research. The data are objectively
and accurate gathered, recorded and analyzed.
We take a set of data, analyze it and then interpret the result to decide the
suggestions. This is the process of research
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RESEARCH PROCESS
Formulating research problem
Preparing research design
Collect data
Analysis of the data
Identifying Gaps
Finalising suggestions
Formulating the report
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REESEARCH DESIGN
A research design is a framework or blue print for conducting the marketing research project.
Research design is an important and the vital part of the research. It details the steps
necessary for obtaining the information needed to structure or solve marketing problems.
Research design provides an excellent framework for the research plan of action
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RESEARCH FRAMEWORK
SERVQUAL FRAMEWORK
SERVQUAL is founded on the view that the customer’s assessment of SQ is paramount. This
assessment is conceptualized as a gap between what the customer expects by way of SQ from
a class of service providers (say, all opticians), and their evaluations of the performance of a
particular service provider (say a single Specsavers store). SQ is presented as a
multidimensional construct. In their original formulation Parasuraman et al. (1985) identified
FIVE components of SQ:
1 reliability
2 responsiveness
3 Assurance
4 Empathy
5 tangibles.
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PICTORIAL REPRESENTATION
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DATA COLLECTION
Type of Data
Primary Data
Primary data refers to the first hand data gathered by the researcher himself. Secondary data
means data collected by someone else earlier. Surveys, observations, experiments,
questionnaire, personal interview, etc. Government publications, websites, books, journal
articles, internal records etc. Anything you directly analyze or use as first-hand evidence can
be a primary source, including qualitative or quantitative data that you collected yourself
Secondary Data
Secondary data is the data that has already been collected through primary sources and made
readily available for researchers to use for their own research. It is a type of data that has
already been collected in the past.
A researcher may have collected the data for a particular project, then made it available to be
used by another researcher. The data may also have been collected for general use with no
specific research purpose like in the case of the national census.
In this report, I will be collecting the primary data through a questionnaire
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POPOULATION OF STUDY
Having a sample that is representative of the target population is important for researchers to

be able to generalize results found from observations of the sample to the target population.
Areas : Delhi, Gurgaon, Noida, Greater Noida, Ghaziabad, Faridabad, Mumbai, Bangalore,
Hyderabad
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FEEDBACK QUESTIONNAIRE
1. How was the Taste of the dishes?
2. How was the presentation?
3. How was the food quantity?
4. Was the ingredients suggested appropriate in Quantity?
5. How was the chef behaviour?
6. Did he arrive on time?
7. Was he wearing his covid kit?
8. Did he clean the kitchen before leaving?
9. What is the one thing you would like us to improve on?
10. How would you rate it overall?


pg. 40
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 Name of customer : Mohini Kumari

 City : Delhi
ANS 1 : 5/5 for Taste
ANS 2 : 4/5 for Presentation
ANS 3 : 5/5 for Food Quantity
ANS 4 : 5/5 for Ingredients Quantity
ANS 5 : 5/5 for Chef Behaviour
ANS 6 : 5/5 for punctuation
ANS 7 : 4/5 for appearance and hygiene
ANS 8 : 4/5 for cleanliness
ANS 9 : Can send the chef with a chef hat
ANS 10 : 4/5 overall, cutting marks for Cleanliness
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 Name of customer : Abhijeet John

 City : Noida
ANS 9 : Ops team should make us talk to the chef
ANS 10 : 5/5 overall
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 Name of customer : Uttam Kapoor

 City : Gurgaon
ANS 9 Ing quantity should be accurate
ANS 10 : 4/5 overall, cutting marks for Cleanliness and wastage
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 Name of customer : Priyam Garge

 City : Ghaziabad
ANS 9 : No suggestion
ANS 10 : 3/5 overall, cutting marks for the taste
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 Name of customer : Sneha Chauhan

 City : Noida
ANS 9 : send chefs rather than cooks
ANS 10 : 2/5 overall, chef was very sweet but the taste was awful.
pg. 45
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 Name of customer : Gaurav S

 City : Hyderabad
ANS 9 : Give option to contact chef
ANS 10 : 5/5 overall
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 Name of customer : Anjali Chauhan

 City : Noida
ANS 9 : send chefs rather than cooks
ANS 10 : 0/5 overall, chef was rude and did not know how to cook and did not even clean.
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DATA ANALYSIS AND INTERPRETATION
RATINGS FOR TASTE

6
0
Customer 1 Customer 2 Customer 3 Customer4 Customer 5 Customer 6 Customer 7
Column2
Four out of seven customers rated the taste as five

Customer four rated the taste 3
Customer five rated the taste 2
Customer seven rated the taste 1
Interpretation : Almost 60% customers are greatly satisfied with taste
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RATINGS FOR PRESENTATION

6
0
Customer 1 Customer 2 Customer 3 Customer 4 Customer 5 Customer 6 Customer 7
Series 2 Series 3
Three out of seven customers rated the presentatiom as five

Customer one rated the presentation 4
Customer four rated the presentation 3
Customer five rated the presentation two
Customer seven rated the presentation 1
Interpretation : 45% Customers rated the presentation 5.
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RATINGS FOR FOOD QUANTITY

6
0
Column1
Three out of seven customers rated the presentatiom as five

Customer two rated the food quantity 4
Customer three rated the food quantity 3
Customer five rated the presentation 3
Customer seven rated the presentation 2
Interpretation : 45% Customers rated the food quantity 5.
pg. 50
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Chart Title
6
0
Series 3
Four out of seven customers rated the taste as five

Customer one rated the taste 3
Customer three rated the taste 3
Customer five rated the taste 3
Interpretation : Almost 60% customers are greatly satisfied with taste
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RATINGS FOR CHEF BEHAVIOUR

6
0
Series 3
6 out of 7 customers gave chef behaviour a 5 stars
Customer 7 gave chef behaviour a 1 star
Interpretation : Almost 90% customers were satisfied with the chef behaviour
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RATINGS FOR PUNCTUATION

6
0
Series 3
6 out of 7 customers gave punctuation a 5 stars
Customer 7 gave punctuation a 1 star
Interpretation : Almost 90% customers were satisfied with the punctuation
pg. 53
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RATINGS FOR CHEF APPEARANCE

6
0
Series 3
Four out of seven customers rated chef appearance

as five
Customer one rated chef appearance
4
Customer 5 rated the chef appearance
2
Customer seven rated the chef appearance
2
Interpretation : Almost 60% customers are greatly satisfied with chef appearance
pg. 54
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Cleanliness
6
0
Series 3
Four out of seven customers rated the cleanliness as five

Customer one rated the cleanliness 4
Customer seven rated the cleanliness 2
Customer five rated the cleanliness 2
Interpretation : Almost 60% customers are greatly satisfied with cleanliness
pg. 55
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Chart Title
6
0
Series 3
Two out of seven customers rated it overall as 5
Customer one rated it as 4
Customer three rated it as 4
Customer Four rated it as 3
Customer five rated it as 2
Customer seven rated it as 0
Interpretation : Most customers who did not rate it as five quoted chef behaviour,
cleanliness and food taste as the reasons.
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FINDINGS
As you can observe, the customers have identified a variety of critical factors in their reviews on
which they offer their feedback on :
1. Chef Arrival
2. ingredients arrival time
3. Trust factor
4. Employee Competency
5. Chef behaviour
6. Pre booking Chef conversation
7. Employee behaviour
8. Customer service
9. Pre booking customer experience
10. Food Quality
11. Chef Quality
12. Website Design
13. Payment ease
14. Food presentation
15. Cleanliness
16. Working on feedback
17. Post booking customer service
18. Understanding issue
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MAPPINGS
CONCLUSION
pg. 58
45
From this research, we can conclude that there are still significant gaps between Managerial
perceptions and customer expectations in the chef at home consumer service. Some of the
prominent issues are cleanliness, taste of the food not meeting standards advertised etc.
To counter these issues, I have listed down these in the following page.
MANAGERIAL IMPLICATIONS
pg. 59
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This study has significant implications for managers. It provides a list of pain points or gaps,
that need to be addressed to establish oneself in a highly competitive market. Moreover, the
positive feedback can be enhanced using value added services to further gain a competitive
edge. For ex : The management can clearly focus on advertising and promotion in order to
spread the name of COOX in what is a very niche service.
Some services that can be enhanced or added :
1. Bartending
2. Party decorations
3. Party entertainers
SUGGESTIONS
pg. 60
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After analyzing the data and mapping the gaps on the framework, I have also identified certain
points of improvement where the company can improve
1. Chef Quality - Acquire actual professional chefs
2. Chef Arrival Time - Install Chef Tracker feature
3. Customer interaction - Train and Develop the sales and operations team better
4. Feedback - Actually work on the feedbacks received and understand customer

frustration.
5. The company can go for more promotional activities like digital ads and TV Commercials
LIMITATIONS
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There may be some possible limitations in this study.
1. Limited ability to gain access to a huge number of people for the survey study
depends on having access to people, organizations, or documents and because
of me leaving the internship,the access was denied.
2. Lack of previous research papers on consumer services
3. Time constraints
4. Certain self reported data - self-reported data contain several potential sources
of bias that should be noted as limitations: (1) selective memory (remembering
or not remembering experiences or events that occurred at some point in the
past); (2) telescoping [recalling events that occurred at one time as if they
occurred at another time]; (3) attribution [the act of attributing positive events
and outcomes to one's own agency but attributing negative events and
outcomes to external forces];
BIBLIOGRAPHY
pg. 62
45
WEBSITE
1. www.coox.in
2. https://www.academia.edu/15735540/A_SUMMER_INTERNS
HIP_REPORT
3. https://www.tandfonline.com/doi/abs/10.1080/026420691000000
49
4. https://link.springer.com/chapter/10.1007/978-3-540-32827-
8_20
5. https://www.emerald.com/insight/content/doi
ANNEXURE
pg. 63
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QUESTIONNAIRE
FEEDBACK QUESTIONNAIRE
1. How was the Taste of the dishes? Rate from 1 to 5.
2. How was the presentation? Rate from 1 to 5.
3. How was the food quantity? Rate from 1 to 5.
4. Was the ingredients suggested appropriate in Quantity? Rate from 1 to 5.
5. How was the chef behaviour? Rate from 1 to 5.
6. Did he arrive on time? Rate from 1 to 5 on punctuation
7. Was he wearing his covid kit? Rate from 1 to 5 on hygiene
pg. 64
45
8. Did he clean the kitchen before leaving? Rate from 1 to 5 on cleanliness
9. What is the one thing you would like us to improve on?
10. How would you rate it overall? Rate from 1 to 5.
pg. 65

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A SUMMER INTERNSHIP PROGRAMME

ANALYSIS OF CUSTOMER EXPECTATIONS AT

Summer Internship Report Submitted in

Partial fulfillment of Integrated BBA/ MBA Programme

Gautam Buddha University

Gautam Buddha Nagar- 201310

Student Signature: ………………………………….

CERTIFICATE FROM INDUSTRY

CERTIFICATE FROM MENTOR

This is to certify that the project titled “…ANALYSIS OF CUSTOMER

Signature of the Faculty -Supervisor

Name of the Faculty -Supervisor

Thank you all

This summer project report is prepared at 'COOX’, on "Analysis of Consumer

History and Development

COMPANY NAME : COOX

CITIES : Delhi, Greater Noida,

Noida, Gurgaon. Faridabad,

PAYMENT MODES : Credit Card, Debit Card, UPI

WHO ARE CUSTOMERS?

A customer is an individual or business that purchases another company's goods or services.

HOW IS CUSTOMER SERVICE IMPORTANT?

Customer service, which strives to ensure positive experiences, is key to a successful

DIFFERENCE BETWEEN CUSTOMERS AND CONSUMERS?

WHAT ARE CUSTOMER EXPECTATIONS?

BASIC CUSTOMER EXPECTATIONS

1. Customers expect connected journeys

2. Customers expect personalization:

 52% of customers expect offers to always be personalized — up from 49% in 2019

3. Customers expect innovation: Keep pushing the limits.

 88% of customers expect companies to accelerate digital initiatives due to COVID-19

4. Customers expect great experiences

SOURCE : State of connected customer, October 2020

Addressing Performance Gaps

CEO OF TECH MAHINDRA

FAMOUS INDIAN SINGER

AUTHOR(S) YEAR FINDINGS

The financial services,

SARAVAN AND RAO 2007 the marketplace with generally

Literature has proven that

Negi 2009 them, attracts new ones,

factors relevant to service

Dabholkar 2000 its antecedents rather than its

components and that

managers of companies with a

The intent of the research was

Brady, M. K., Cronin, 2002 capture the variance in

they reported. The replication

the SERVQUAL instrument can

Jiang, JJ 2002 needed service improvement

The future belongs to

IoT-service has evolved

The results gave an

The results illustrate a high

frequency, with these latter

The study revealed that, five

Yusoff quality (SQ) level. On the

OBJECTIVES OF THE REPORT

- Analysing Customer Expectations

- Mapping expectations on Servqual framework

- Understanding Gaps in marketing processes