A PROJECT REPORT ON CUSTOMER SATISFACTION

LEVEL TOWARDS THE PRODUCTS OF SMARTEDGE

EDUCATION PVT. LTD.
A training report submitted in partial fulfillment of the requirement for the
degree of
BACHELOR OF BUSINESS ADMINISTRATION
(2015-2018)

SUBMITTE BY:
Name: - Gurpreet Singh
BBA 4th Semester
College Roll no.:- 152261080
Uni. Roll no.:-5725

BABA FARID COLLEGE

BATHINDA

1
DECLARATION

I hereby declare that the project work titled, “Project Report on Customer Satisfaction level
towards the Products of Smartedge Education Pvt. Ltd.” submitted as part of bachelor degree
in Business Administration at Baba Farid College, Bathinda, is an authentic record of my
own work carried out under the supervision of Guide teachers.

Name: Gurpreet Singh

Uid: 152261080

Uni. Roll no. 5725

2
ACKNOWLEDGMENT

First of all, we are highly thankful to our supervisor for allow us to pursue project report on
Customer Satisfaction level towards the Products of Smartedge Education Pvt. Ltd.
We would like to thanks our trainners / guide teachers for her constant enthusiastic
encouragement and valuable suggestions without which this project would not been
successfully completed.

We feel self-short of words to thanks our parents and friends who had directly or indirectly
been instrumental in the completion of the project, whose blessings are inspiration in the
foundation of my work.

We are indebted to all respondents for their time & passion during the long conversations.
Over whelming support of all the people who gave me an opportunity to learn and gain
knowledge.

SUBMITTED TO SUBMITTED BY

Gurpreet Singh
UID: -152261080
UNIVERSITY ROLL NO.:5725
SEMESTER:-4TH

3
TABLE TO CONTENT

Executive summary 1
Introduction of the organization 9
Introduction about project 15
Scope and Objectives of the study 16
Research Methodology 19

Limitation of the study 21

Data Analysis & Interpretation 32

Findings of the study 33

Recommendation 34
Conclusion 35

Appendices 38

References 39

4
 EXECUTIVE SUMMARY

Smart EdgeEducation India Pvt. Ltd. is a leading company in the field of ICT program since
2009. We worked with very high aspirations and now have bigger results.SmartEdgehas a
clientele of more than 500 prestigious schools/ colleges and institutes and over 200000
students are being benefited with the company’s acumen and the course-ware in the whole
northern region.SmartEdge is providing training solutions in IT, hard ware, and networking,
teaching and learning abilities for smart School Learning Solutions. Smartedge is offering a
product : smart classroom, computer lad, language lab, activity lab, math lab and skill
development training.

5
These all things are studied in this research, to know the smart edge education product.

INTRODUCTION

Company Profile :-

Overview

6
Smart Edge Education India Pvt. Ltd. is a leading company in the field of ICT program since
2009. We worked with very high aspirations and now have bigger results. In the beginning
the company pledged to equip the schools of Punjab and its surrounding with the latest
technology in the segment of education sector with the help of motivated and dedicated staff.
Today company has been able to fulfill the commitments done do far in the technology field.
During last decade Smart Edge has a clientele of more than 500 prestigious schools/ colleges
and institutes and over 200000 students are being benefited with the company’s acumen and
the course-ware in the whole northern region.
Smart Edge now has become number one in providing ICT solutions to education sector. We
are also giving courses in advanced learning in which we provide quality Management
Education to working Professionals. Smart Edge’s expertise in the design and management
of distributed education programs provides the study-environment for students, the
technology platform and allied education services and processes that make up the total
teaching-learning experience. This along with the combination of strategic academic alliances
with some of the most prestigious management and technology institutions in the country
provides a truly rich learning experience.
Smart Edge wants to train non-technical students into IT professionals of tomorrow in
some of the most in-demand hardware and networking courses; courses which are compatible
with the need of various sectors such as IT and BPO, retail , manufacturing , PSUs, health
and many more.
In addition to churning out brilliant hardware and networking talent of the country as
well as to cater our needs of service engineers for ITC solutions with world class technology
and training facilities

Smart Edge places high emphasis on all-round development of its students before they enter
the market place. Our Digital Teaching system is a unique training methodology that focuses
on personality development, English-speaking, Yoga, 60% practical, CBT, field visits and
quizzes.
Smart Edge is a leading Talent Development Corporation, building skilled technical
Computer hard ware and networking manpower pool for industry requirements. The company
which was set up since 6 years, to meet out technical human resource challenges in the
region, has today grown to be largest talent development company offering learning solutions
to Individuals, Enterprises and Institutions across the region. Smart Edge is providing training
solutions in IT, hard ware, networking, teaching and learning abilities for smart School
Learning Solutions, multi-touch interactivity Smart Edge DTS Solutions, Supply of e-
Learning applications Audio Visual learning aids. Already above 500 fully satisfied schools
are taking advantages of Smart Edge services across the northern region.

NATURE OF BUSSINESS CARRIED OUT:

7
The nature of the business carried by Smart Edge Education India Pvt. Ltd is related with the
various things like ICT Solution Provider to Individuals, Enterprises and Institutions across
the region. Smart Edge is providing training solutions in IT, hard ware, networking, teaching
and learning abilities for smart School Learning Solutions, multi-touch interactivity Smart
Edge DTS Solutions and Supply of e-Learning applications Audio Visual learning aids.
Already above 500 fully satisfied schools are taking advantages of Smart Edge services across
the northern region. It is also working on tailor made training to the industry leaders of the
region .

8
b
W
lsv
T
)L.C
I(P
VISION
n
cio
u
e
g
d
rtE
a
m
S
“To provide world class ICT educational infrastructure and Hi-tech Teaching tool for Schools,
Institutions and Colleges. To bring revolution in education sector by skill development of
professionals and become no 1 ICT company. Company wants to provide skilled and demand
based Professions to caters of Indian needs.

9
MISSION

“To provide world class Professional who believe in 'India’s a story whose time has come and
they can fulfill dream of DIGITAL INDIA empower them through technology'. To provide the
most useful and ethical Teaching Solutions guided by values driven approach to growth,
Employment. ”

OBJECTIVE

“We endeavor to be amongst the top ranking highly networked & fully integrated ICT and
Technical services house in the region.”

SERVICES OFFERED BY Smart Edge

 ICT Provider
 Technical Service Provider
 Industrial Training.
 Technical Training
 Teacher Training
 Tailor Made Training to Leading
Enterprises
 Investment advisory service

BRANCHES OF TRUSTLINE

Most of the Districts are equipped with Branch

offices in all the states of the region.

OWNERSHIP PATTERN

The ownership pattern means the management level people who hold and lead the business
activities like Board of Director; The Company is the Pvt. Ltd. Company having following
directors.

10
 1. S. Suk winder Singh Sran

He is MBA Marketing having good experience in ICT

marketing field for the last 6 years and is known to most of the
Schools & Colleges in Punjab. He has got reason of skill
development of Indian Professionals to the world class level. He
wants to revolutionized the present Indian Education System.

2. S. Jatinder Singh Dhillon

Who is post Graduate from Australia and he is NRI. He is well

conversant with the latest ICT Technology and has a vision of
Bringing world class technology to India and he is already
working on it.

COMPETITATORS INFORMATION

There are several ICT companies playing their roles in the market. Smart Edge is one of the
fast growing service provider, which is mostly taking over the unspecified costumer of other
companies . Since the growth of ICT is tremendously increasing in recent years so most of the
Providers are failing to provide adequate after sails service. Due to this growth most of the
companies faces competition from many firms both domestically and internationally. And
here are some of the companies Smart Edge face competitions.
 Educom Solution.
 Edurite.
 HCL
 Tata Edge
 Extra Marks
 Teach n\Next

 NIIT
 IIHT

11
  Jetking
 Netmax

INFRASTRUCTURAL FACLITIES:

Smart Edge Education India Pvt. Ltd has good infrastructure facilities towards the technical
and fundamental activities to customer and employees. The company has offices located at
District headquarters of states covered in Northern region. The offices are centrally located to
cater to the requirements of institutional and corporate clients and retail clients, and for ease of
operation.

GOOD NET WORK:

Smart Edge Education Pvt. Ltd using the most high end technology and equipment and online
reporting system for employs and their clients and also to have a better network facility.

PROPER ACCOMMODATION FOR ITS EMPLOYIES:

Employees have been provided with better seating facility for their work, along with the better
desktop/laptops to trade. Smart Edge has got best communication and reporting system.

CLIENT SUPPORT THROUGH REMOT NETWORK:

Clients are intimated immediately about any negative or positive movements in their field,
they are intimated through instant messages and emails by calling the clients or using net.

EXCELENT BACK OFFICE SOFTWARE:

Back office software is fully equipped with required hardware to provide service
efficiently,SmartEdge Education Pvt. Ltd is well equipped by best back office software to
comfort their employees and clients.

IN HOUSE CALL CENTER:

12
Quick & Efficient Client Support Each and every branch of SmartEdge Education Pvt. Ltd is
having call center with well trained and efficient employees to support client.

RESEARCH CENTERS:

There are separate research team forms each city locations across region, to facilitate the
customers.

FUTURE GROWTH AND PROSPECTS

The company is exploring all steps to improve business through extensive efforts. Since
growth of ICT market in general has opened up increased opportunities. SmartEdge
Education India Pvt. Ltd is planning to expand its distribution network across Northern
region. And it is planning on to focus on other educational areas. It is also planning to build
strong foundation for skill development. SmartEdge Education India Pvt. Ltd is aiming to
focus on retail and institutional units by providing more services and building strong research
team in technical and fundamental analysis. SmartEdge Education India Pvt. Ltd is focusing
on satisfying client needs by providing innovative products which satisfies specific needs of
customers. SmartEdge Education India Pvt. Ltd is dedicated on providing best services for
their customers by using best available technology.

SWOT ANALYSIS

SWOT analysis refers to the analyzing the strengths, weakness, opportunities and threats of
the organization (company). SWOT is a compound of two factors namely external factors and
internal factors. Strengths and weakness are the internal factor which can be controlled by the
technical and personnel departments. Opportunity and threats are the external factors which
cannot be controlled by the company. External factors may include political factors, socio-
cultural factors. Technical factors, Demography, Environmental factors etc.

STRENGTHS:

 Company has good range of product and service caters to various district
headquarters.
 Good research team to provide information to clients
 Latest technology is used to maintain quality to the fullest like SmartEdge Education
India Pvt. Ltd uses services of its highly technical competent staff.
 SmartEdge Education India Pvt. Ltd have developed into brands.

13
  Dedicated and expertise staff.
 Company has good management system, by retaining management professionals
having many years of experience in the ITC sector.

WEAKNESS:

Due to shortage of funds in Govt. Schools they are unable to install ICT programs.

OPPORTUNITIES:

 Changing demographics with higher technical knowhow will drive demand for ICT.
 Rapid penetration of Internet and computers means that technology enabled ICT
services will gain market share.
 Target the rural and sub urban areas.
 Company is planning to enter into other Markets areas
 Changing mindset of customers towards education system.
 Phenomenal growth in education and training field.
 Technological improvement are been contributing to attract more personals towards
ICT equipped infrastructure

THREATS:
a
 Volatile movement in political field.
 Increasing competition with respect to sub standard products
 Company survival mainly depends on client’s atmosphere and financial capability.

Customer Satisfaction towards level the Products

TOPIC of Smart edge Education Pvt. Ltd.

Introduction of Project :-

14
SmartEdge Education India Pvt. Ltd. is a leading company in the field of ICT program since
2009. We worked with very high aspirations and now have bigger results. In the beginning
the company pledged to equip the schools of Punjab and its surrounding with the latest
technology in the segment of education sector with the help of motivated and dedicated staff.
Today company has been able to fulfill the commitments done do far in the technology field.
During last decade SmartEdge has a clientele of more than 500 prestigious schools/ colleges
and institutes and over 200000 students are being benefited with the company’s acumen and
the course-ware in the whole northern region.SmartEdge now has become number one in
providing ICT solutions to education sector. We are also giving courses in advanced learning
in which we provide quality Management Education to working Professionals. SmartEdge’s
expertise in the design and management of distributed education programs provides the
study-environment for students, the technology platform and allied education services and
processes that make up the total teaching-learning experience. This along with the
combination of strategic academic alliances with some of the most prestigious management
and technology institutions in the country provides a truly rich learning experience.
SmartEdge wants to train non-technical students into IT professionals of tomorrow in some
of the most in-demand hardware and networking courses; courses which are compatible with
the need of various sectors such as IT and BPO, retail , manufacturing , PSUs, health and
many more. In addition to churning out brilliant hardware and networking talent of the
country as well as to cater our needs of service engineers for ITC solutions with world class
technology and training facilities.

SmartEdge places high emphasis on all-round development of its students before they
enter the market place. Our Digital Teaching system is a unique training methodology that
focuses on personality development, English-speaking, Yoga, 60% practical, CBT, field
visits and quizzes.SmartEdge is a leading Talent Development Corporation, building skilled
technical Computer hard ware and networking manpower pool for industry requirements. The
company which was set up since 6 years, to meet out technical human resource challenges in
the region, has today grown to be largest talent development company offering learning
solutions to Individuals, Enterprises and Institutions across the region. SmartEdge is
providing training solutions in IT, hard ware, networking, teaching and learning abilities for
smart School Learning Solutions, multi-touch interactivity SmartEdge DTS Solutions, Supply
of e-Learning applications Audio Visual learning aids. Already above 500 fully satisfied
schools are taking advantages of SmartEdge services across the northern region.

15
We Smartedge Education have been working hard for last five years in the field of
information and communication technology. We provide ICT solution to over 1000
customers in Punjab. More than five years of a strong, customer-focused approach and the
continuous quest for world-class quality have enabled us to attain and sustain leadership in all
its major lines of technology.

Products we offer :-

 Smart Classroom

 Computer Lab

 Language Lab

 Activity Lab

 Math Lab

 Skill Development Training

16
LANGUAGE LAB

ACTIVITY LAB

17
 SMART

CLASSROOM

18
 Introduction & Definitions of Customers Satisfaction :

 Customer satisfaction 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.

19
  Customer satisfaction is defined as the number of customers, or percentage of
total customers, whose reported experience with a firm, its products, or its
services (ratings) exceeds specified satisfaction goals.
 Customers satisfaction is an overall psychological state the reflectsthe
evaluation of a
relationship between the customers/consumer and a company environment product
Services.
 Satisfaction involved one of the following three psychological elements: -
Cognitive ( thinking / Evaluation ), Affective (Emotional / Feeling) and
Behavioral .
 “Satisfaction” itself can refers to a numberof different facts of relationship with
a customers.

 Purpose :-

 Customer satisfaction provides a leading indicator of consumer purchase

intentions and loyalty .
 Customer satisfaction data are among the most frequently collected indicators
of market perceptions.
 Value of product / services fulfilling the expection .
 Retail / Business .
 City , Country , Social and Medical services .
 Training and education .
 Family entertainment .
 Outreach .

 Importance :-
Effective marketing focus on two activities :-

 Retaining existing customers.

 Adding new Customers.

20
Being customer focused nowadays has to be accepted as a bare necessity to conduct
business. Globalization and value - driven business imperatives would therefore mean
that mistakes are not going to be tolerated; substandard products and services will
ensure that the weak are not going to continue competing; and fragile practices and
poorly defined and managed processes will not get accepted. Apart from anything else,
true competitive advantage will only be established through excellence in customer
value and the ensuing relentless care and attention provided . Customer satisfaction is a
very often misused and abused Expression. Many organizations use it casually in order
to state that their customers are happy and satisfied with the levels of service
rendered and the products and services .

OBJECTIVES AND SCOPE OF STUDY

Objectives of the study :-

 To study the customer satisfaction level towards the product of Smartedge education
private limited.

 Which factors are responsible for the customer satisfaction

Scope of the study :-

Scope of the study is limited to the Smartedge education private limited.

21
 RESEARCH METHODOLOGY

The process used to collect information and data for the purpose of making decision. The
methodology may include publication research, interview, survey and others research
techniques, and could include both present and historical information.

Sample size: - 50

Sampling technique: Convenient Sampling

Sampling Area- We have chosen area Bathinda and near by Bathinda i.e, Muktsar, Faridkot,
etc.

RESEARCH DESIGN

22
Research is an art of scientific investigation. In other word research is a scientific and
systematic search for pertinent information on a specific topic. The logic behind taking
research methodology into consideration is that one can have knowledge about the method
and procedure adopted for achievement of objectives of the project. With the adoption of this
others can evaluate the results also. Its main aim is to keep the researchers on the right track.
For data collection I used to do survey and it can done with the help of sampling which can
explained as:

Sampling
A population is a collection of all the data points being studied .Because of sampling us can
take these advantages:

• The population may be too large to be studied in full

• A study of a sample is usually cheaper than a study of the population.

• Sampling involves less work as compared with a census. Hence; the chances of errors
while processing the data are less.

• In destructive testing sampling is the only available course.

• Testing the entire population may not be possible.

Sampling Plan

23
Sample Size: - Keeping in mind all the constraints the size of the sample of the study is
selected as 50, the persons belonging to various classes ( schools and college coordinator)
who are working.

Sampling Technique: -The technique used for my study is convenient sampling that
consists of questionnaire, which are given to respondents. Nature of Questionnaire is closed

ended which means a respondent must have to choose an option among given options.

Descriptive Research:-

The study is based on the descriptive research. It is concerned with determining the frequency
with which something occurs or extent relationship between two variables. The methodology
adopted for studying the objectives will be surveying the user of petroleum product the city
of Bathinda. So keeping in view the nature of requirements of the study to collect all the
relevant information regarding the extent of awareness of the customers of the products,
direct personal interview method with structured questionnaire adopted for the collection of
primary data. Secondary data is collected through the various newspapers and by surfing on
Internet. The methodology of this project is based upon the various sources of data collected
as mention below like primary data, secondary data, and the tools used.

24
Limitations of Study

• Time  : lack of time for survey

• Respondents  : respondents don’t give full response for fill questionnaires

• Technique  : Due to some limitations of survey method. 

DATA ANALYSIS
25
 AND
INTERPRETION

Analysis

1.How do you come to know about Smartedge services?

Response Percentage
Print media 30%
Electronic media 60%
Any other media 10%

Percentage
Print media Electronic media Any other media

10%

30%

60%

Interpretation:-In this survey we find that 55% respondent like quality, 40% respondent like
price and 5% respondent like others options.

2.How long you using Smartedge Services?

26
Response Percentage
Less than 1 Years 35%
1-2 Years 20%
3-4 Years 25%
More Than 4 Years 20%

Less than 1 year 1-2 Years 3-4 Years More than 4 Years
20%

35%

25%

20%

Interpretation:-In this survey we find that 35% respondent using roughly less than 1 year,
20% respondent using roughly 1-2 years, 25% respondent using roughly 3-4 years and 20%
person using more than 4years.

3. Why do you prefer Smartedge company's, services over others, ?

Response Percentage
Quality 55%
Price 40%

27
 Others 5%

Sales
Quality Price Others
5%

40%
55%

Interpretation:-In this survey we find that55% respondent like quality, 40% respondent like
price and 5% respondent like others options.

4. Do you think that Smartedge company’s services are proving helpful in personality development
of consumer

Response Percentage
Yes 75%

28
No 25%

Yes No
25%

75%

Interpretation:- In this survey we find that 75% rerespondent smartedge is provide more
practical work and according to 25% respondent smartedge product is do not provide more
practical work.

5. Do you think Smartedge services are more beneficial for education :?

Response Percentage
Yes 80%
No 20%

29
 Yes No
20%

80%

Interpretation:-In this survey we find that 80% respondent smartedge product is more
beneficial for education and according to 20% respondent smartedge product is not beneficial
for education.

6.. Do you agree that Smartedge company’s services are improving the level of education
in your area?

Response Percentage
Yes 75%

30
 No 25%

Yes No
25%

75%

Interpretation:- In this survey we find that 75% rerespondent smartedge is provide more
practical work and according to 25% respondent smartedge product is do not provide more
practical work.

7. Do they provide all the necessary facilities to the consumer?

Response Percentage

31
 Yes 10%

No 90%

Yes No

10%

90%

Interpretation:-In this survey we find that10% respondent purchase smartedge product is

wastage of money & time and 90% respondent purchase smartedge product is not wastage of
money and time.

8. Are you satisfy with your SmartEdge product

Response Percentage

32
 Yes 90%
No 10%

Yes No

10%

90%

Interpretation:-In this survey we find that 90% respondent satisfy and 10% respondent do not
satisfy with Smartedge product.

9. . How you rate the after sales services of Smartedge products :

33
 Response Percentage

Yes 10%

No 90%

Yes No

10%

90%

Interpretation:-In this survey we find that 90% respondent satisfy and 10% respondent do not
satisfy with the after sales services smartedge product.

10. . How you rate the after sales services of Smartedge products :

34
 Response Percentage
Good 60%
Medium 30%
Poor 10%

Which factors are responsible for the customer satisfaction

Good Medium Poor

10%

30%

60%

Interpretation:-In this survey we find that the feedback about smartedge product is60% good,
30% medium and 10% poor.

11. Would you purchase Smartedge Product again

Response Percentage
Sure 60%

35
May be 30%
Never 10%

Sure May be Never

10%

30%

60%

Interpretation:-In this survey we find that the respondent purchase again smartedge product is
60% sure, 30% may be and 10% never .

36
FINDINGS
AND
RECOMMENDATIONS

 According to survey all respondents aware about products smartedge education Pvt
ltd.
 According to survey majority respondents like quality, few respondent like price and
very fewrespondents e others options.
 According to survey few respondent like more quality, majority respondent like more
features, very few respondent like price related option but currently do not available.
 According to analysis, majority of the respondent said that smartedge product is more
beneficial.
 According to survey majority respondent satisfy with smartedge products.
 I find that majority respondent satisfy and few do not satisfy with the after sales
services of smartedge products.
 According to survey feedback about smartedge product majority respondent is good,
few respondent is medium and very few respondent is poor.

37
Recommendations

As we recommend that smartedge products are very important role play in schools &
colleges. However, it has certain limitation also. Smartedge product is providing generally,
better study, more practical work, smart classroom and provide skill development training.

So, due to less disadvantages and more advantages smartedge products are great role in
professional life. They also need to target villages and govt school & colleges. In the end I
want to recommend the Smartedge make some facilities for satisfied that customers like:-

 More Quality
 More Features
 Price related options.

CONCLUSION
My research topic is “A project report on customer satisfaction level towards the products of
smartedge private limited”. Objective of the study is to study the customer satisfaction level
towards the product of Smartedge education private limited.

According to survey All of the respondents were aware about smartedge education products.
According to them, Smartedge products can also provide better study. According to survey,
smartedge is more suitable for more practical work, smart classroom & labs and skill

38
development training and majority of the respondents were satisfied with the products of
smartedge Education Products, and few of them were not satisfied, so company should
provide super quality of products with other good features and less price so that company will
satisfy all the customers.

Appendices

Questionnaire on Consumer
Satisfaction Level towards the Product of Smartedge Education
Pvt. Ltd.

 Name: _________________________
 Designation: _______________________
 Address: ___________________________________
 Contact no. : ____________________

1.How long you using Smartedge Services?

 Less than 1 Year

 1-2 Years
 3-4 Years
 More than 4 Year

2..How do you come to know about Smartedge services?

 Print media
 Electronic media
 Any other media

39
3.Why do you prefer Smartedge company's, services over others, ?

 Quality
 Price
 Other

4.Do you think Smartedge services are more beneficial for education :?

 Yes
 No

5.Do you agree that Smartedge company’s services are improving the level of education in
your area?

 Yes
 No

6.Do they provide all the necessary facilities to the consumer?

 Yes
 No

7.Do you think that Smartedge company’s services are proving helpful in personality development
of consumer ?

 Yes
 No

40
 8.Do you agree that Smartedge company’s services are improving the ability of consumer to
get employment?

 Yes
 No

9.Are you satisfy with your Smartedge services ?

 Yes
 No

10.How you rate the after sales services of Smartedge products :

 Good
 Medium
 Poor

11.Would you purchase Smartedge Product again :

 Sure
 May be
 Never

41
BIBLIOGRAPHY

References / Bibliography

Primary Data:
• Personal Interview

• Survey

Secondary Data:
• www.google.com

• www.smartedgeindia.com

42
43