A

PROJECT REPORT
ON

“A STUDY OF CUSTOMER SATISFACTION LEVEL TO WORDS LANDLINE

SERVICE PROVIDE BY UCN BROADBAND COMPANY NAGPUR”

SUBMITTED TO
RASHTRASANT TUKADOJI MAHARAJ NAGPUR UNIVERSITY,

NAGPUR

IN PARTIAL FULFILLMENT FOR THE DEGREE OF BACHELOR OF

BUSINESS ADMINISTRATION

SUBMITTED BY

SAMIKSHA ARMARKAR

GUIDED BY

DR. SAPNA GHUTKE

DR S C GULHANE PRERNA COLLEGE OF COMMERCE, SCIENCE AND ARTS

Reshimbagh square Nagpur-440009

 Certificate
This is to certify that the project report on entitled “A STUDY
OF CUSTOMER SATISFACTION LEVEL TO WORDS LANDLINE
SERVICE PROVIDE BY UCN BROADBAND COMPANY NAGPUR” in
MARKETING is submitted by SAMIKSHA ARMARKAR to Rashtrasant
Tukadoji Maharaj Nagpur University, Nagpur for the partial fulfillment of the
requirement for the degree of Bachelor of Business Administration is a
bonafied research work carried out under my guidance and supervision. It is a
piece of research work of sufficiently high standard to warrant it submission to
the University for Reward of the said degree.

The assistant and the help rendered to the research during course of this
research in the form of basic source material and information have been duly
acknowledged.

PROJECT GUIDE COURSE COORDINATOR

DR SAPNA GHUTKE
DR PRIYANKA DONGRE

PRINCIPAL
DR PRAKASH DURUGKAR
 DECLARATION

I hereby declare that the Project Report entitled “A Study of

Customer Satisfaction Level to Words Landline Service
Provided By UCN Broadband Company Nagpur” has been
submitted as project report is partial fulfillment of Bachelor of
Business Administration.

The source of material and data used in the study have

been duly acknowledge and certified.

Place: Nagpur SAMIKSHA ARMARKAR

Date:
 ACKNOWLEDGEMENT

It express my sincere and hearty gratitude to DR SAPNA GHUTKE

my project guide for giving me an opportunity and support to carry out
this project without whose able guidance this project would ever
materialize. It was here polite talks, Keen interest, knowledge, and
practical suggestion that inspired me to bring out the best.

I gratefully acknowledge my deepest gratitude to honorable

President Prof. R. C. GULHANE, honorable Secretary Dr. S. C. GULHANE
and honorable Director Dr. PRAVIN JOSHI for their persistent inspiration
and the Principal Dr PRAKASH DURUGKAR for his conservative
suggestion and constant encouragement.

I also want to thank my friends, my family and all the members

who were associated directly or indirectly in making my project
successful.

Place: Nagpur SAMIKSHA ARMARKAR

Date:
“A STUDY OF CUSTOMER SATISFACTION LEVEL TO
WORDS LANDLINE SERVICE PROVIDE BY UCN
BROADBAND COMPANY NAGPUR”
 INDEX

SR. NO. PARTICULARS PAGE

NO.

1. TITLE

2. ABSTRACT

3. INTRODUCTION

4. COMPANY PROFILE

5. AIM AND OBJECTIVES

6. HYPOTHESIS

7. RESEARCH METHODOLOGY

8. DATA COLLECTION

 PRIMARY DATA

 SECONDARY DATA

9. ANALYSIS OF DATA AND HYPOTHESIS TESTING

10. SCOPE AND LIMITATIONS

11. CONCLUSION AND SUGGESTION

12. BIBLIOGRAPHY
INTRODUCTION
 INTRODUCTION

Satisfaction is an overall psychological state that reflects the evaluation of

a relationship between the customer/consumer and a company environment
product service. Satisfaction involves one of the following three psychological
elements: cognitive (thinking/evaluation), affective (emotional/feeling), and
behavioral. "Satisfaction" itself can refer to a number of different facts of the
relationship with a customer. For example, it can refer to any or all of the
following: Satisfaction with the quality of a particular product or service
Satisfaction with an ongoing business relationship Satisfaction with the price-
performance ratio of a product or service Satisfaction because a product/service
met or exceeded the customer's expectations The achievement of customer
satisfaction leads to company loyalty and product repurchase. There are some
important implications of this definition:

Because customer satisfaction is a subjective, non-quantitative state,

measurement won't be exact and will require sampling and statistical analysis.
Customer satisfaction measurement must be undertaken with an understanding
of the gap between customer expectations and attribute performance
perceptions.

There should be some connection between customer satisfaction measurement

and bottom-line results. Customer satisfaction is influenced by perceived quality
of product and service attributes, features and benefits, and is moderated by
customer expectations regarding the product or service. Each of these constructs
that influence customer satisfaction need to be defined by the researcher.
EXPECTATIONS AND CONSUMERS SATISFACTION

Expectations are beliefs (likelihood or probability) that a product/service

(containing certain attributes, features or characteristics) will produce certain
outcomes (benefits-values) given certain anticipated levels of performance
based on previous affective, cognitive, and behavioral experiences.
Expectations are often seen as related to satisfaction and can be measured as
follows:

 IMPORTANCE:
Value of the product/service fulfilling the expectation.
 OVERALL AFFECT SATISFACTION EXPECTATIONS:
Like / Dislike of the product/service.
 FULFILLMENT OF EXPECTATIONS:
The expected level of performance vs. the desired expectations.
This is “Predictive Fulfillment” and is a respondent-specific index of the
performance level necessary to satisfy.
 EXPECTED VALUE FROM USE:
Satisfaction is often determined by the frequency of use. If a
product/service is not used as often as expected, the result may not be as
satisfying as anticipated. For example a motorcycle that sits in the garage,
an unused year subscription to the local fitness center/gym, or a little used
season pass to a ski resort would produce more dissatisfaction with the
decision to purchase than with the actual product/service.
 MEASURING CUSTOMER SATISFACTION:
 An Analytics company focusing on helping organizations to
provide a great experience to their customer. We do this by providing an
integrated platform for organization-customer communication.
The deep expertise in marketing analytics and more specifically in
Analytics. This helps us to provide solutions that can help organizations
to gain actionable insights from their customer data.

Delivering customer value.

The central idea behind marketing is the idea that a firm or other entity
will create something of value to one or more customers who, in turn, are
willing to pay enough (or contribute other forms of value) to make the venture
worthwhile considering opportunity costs. Value can be created in a number of
different ways. Some firms manufacture basic products (e.g., bricks) but
provide relatively little value above that. Other firms make products whose
tangible value is supplemented by services (e.g., a computer manufacturer
provides a computer loaded with software and provides a warranty, technical
support, and software updates). It is not necessary for a firm to physically
handle a product to add value—e.g., online airline reservation systems add
value by (1) compiling information about available flight connections and fares,
(2) allowing the customer to buy a ticket, (3) forwarding billing information to
the airline, and (4) forwarding reservation information to the customer.

It should be noted that value must be examined from the point of view of
the customer. Some customer segments value certain product attributes more
than others. A very expensive product relative to others in the category—may,
in fact, represent great value to a particular customer segment because the
benefits received are seen as even greater than the sacrifice made (usually in
terms of money). Some segments have very unique and specific desires, and
may value what—to some individuals—may seem a “lower quality” item—very
highly.
Some forms of customer value.

The marketing process involves ways that value can be created for the
customer. Form utility involves the idea that the product is made available to the
consumer in some form that is more useful than any commodities that are used
to create it. A customer buys a chair, for example, rather than the wood and
other components used to create the chair. Thus, the customer benefits from the
specialization that allows the manufacturer to more efficiently create a chair
than the customer could do him or herself. Place utility refers to the idea that a
product made available to the customer at a preferred location is worth more
than one at the place of manufacture. It is much more convenient for the
customer to be able to buy food items in a supermarket in his or her
neighborhood than it is to pick up these from the farmer. Time utility involves
the idea of having the product made available when needed by the customer.
The customer may buy a turkey a few days before Thanksgiving without having
to plan to have it available. Intermediaries take care of the logistics to have the
turkeys—which are easily perishable and bulky to store in a freezer—available
when customers demand them. Possession utility involves the idea that the
consumer can go to one store and obtain a large assortment of goods from
different manufacturers during one shopping occasion. Supermarkets combine
food and other household items from a number of different suppliers in one
place. Certain “superstores” such as the European hypermarkets and the Wal-
Mart “super centers” combine even more items into one setting.
The marketing vs. the selling concept.

Two approaches to marketing exist. The traditional selling concept

emphasizes selling existing products. The philosophy here is that if a product is
not selling, more aggressive measures must be taken to sell it—e.g., cutting
price, advertising more, or hiring more aggressive (and obnoxious) sales people.
When the railroads started to lose business due to the advent of more effective
trucks that could deliver goods right to the customer’s door, the railroads cut
prices instead of recognizing that the customers ultimately wanted
transportation of goods, not necessarily railroad transportation. Smith Corona, a
manufacturer of typewriters, was too slow to realize that consumers wanted the
ability to process documents and not typewriters per se. The marketing concept,
in contrast, focuses on getting consumers what they seek, regardless of whether
this entails coming up with entirely new products.

Marketing strategy is a method of focusing an organization's energies and

resources on a course of action which can lead to increased sales and dominance
of a targeted market niche. A marketing strategy combines product
development, promotion, distribution, pricing, relationship management and
other elements; identifies the firm's marketing goals, and

Explains how they will be achieved, ideally within a stated timeframe.

Marketing strategy determines the choice of target market segments,
positioning, marketing mix, and allocation of resources. It is most effective
when it is an integral component of overall firm strategy, defining how the
organization will successfully engage customers, prospects, and competitors in
the market arena. Corporate strategies, corporate missions, and corporate goals.
As the customer constitutes the source of a company's revenue, marketing
strategy is closely linked with sales. A key component of marketing strategy is
often to keep marketing in line with a company's overarching mission statement.

THEORETICAL BACKGROUND

The word satisfaction first appeared in English during the thirteenth

century. The word itself is derived from the Latin word satis (meaning enough)
and the Latin ending -faction (from the Latin facere - to do/ make). Early usage
of the word satisfaction focused on satisfaction being some sort of release from
wrong doing. Later citing’s of the word emphasise satisfaction as a “release
from uncertainty”. Modern usage of the word has tended to be much broader,
and satisfaction is clearly related to other words such as satisfactory (adequate),
satisfy (make pleased or contented) and satiation (enough). The study on
satisfaction grown rapidly in the 1970’s, with over 500 studies carried out on
the concept as informed by Hunt. However, despite the overwhelming quantity
of literature surrounding the concept even in this present time, noted that
“certain key issues have either gone unresolved” or have recently been brought
into question, with regards to a comprehensive understanding of the constructs
that brings determine satisfaction in a typical consumer environment.

Satisfaction is a concept that has appeared in many fields such as in office

evaluation by employee satisfaction, hospital evaluation by patient satisfaction,
and site evaluation by visitor satisfaction amongst others. However, satisfaction
has been fundamental to the marketing concept for over three decades; as the
most extensive use of satisfaction has been in literature concerned with
customer satisfaction. Wilton and Nicosia informs that several models of
satisfaction have emerged over time in this field and in others. Kim argues that
the models developed to date all view satisfaction as a “consumer’s or user’s
attitude in relation to the consumer’s belief and evaluation about merchandise
and buying behavior”.
 This broad use of behavior demonstrates the “appealing validity of the
concept” and its utility in explaining the success of a range of phenomena. Day
claims that “while everyone knows what satisfaction means, it clearly does not
mean the same thing to everyone”. Initial conceptualization of user’s
satisfaction views it as a “single variable which involves a single evaluative
reaction from users”, which may or may not be related to pre-evaluation
concepts. Further conceptualization of satisfaction, notes that “ satisfaction is a
kind of stepping away from an experience and evaluating it One could have a
pleasurable experience that caused dissatisfaction because even though it was
pleasurable, it was not as pleasurable as it was supposed to be; so satisfaction is
not an emotion, it is the evaluation of the emotion”. However, the most
generally acknowledged conceptualization of user satisfaction concept is the
expectancy disconfirmation theory. Expectancy disconfirmation theory was
developed by Olive, who proposed that a user’s satisfaction level is a result of
the difference “between expected and perceived product performance, and
expectations as predictions of future performance”. The inclusion of
expectations proposes that products satisfying high expectations are predicted to
generate greater customer satisfaction than products that meet low expectations.
Some other researchers employ perceived performance as an additional
predictor of satisfaction.

Customer Loyalty

The concept of loyalty has been analyzed in many studies and there are a

lot of various definitions regarding it. Typically, the loyalty towards the certain

brand is based on the indicators exposed by the consumer. The information used

mostly is the one that presents how many times and how frequently a customer

buys a certain brand (Sheth, 1968). According to Andreassen and Lindestad

(1998) the intended behaviour which is linked with a company or service is

externalized by the customer loyalty. It can be expressed by such indicators as

how likely it is that the customer extends the service agreement or the

likelihood of spreading a positive word-of-mouth information. McIllroy and

Barnett (2000) define a loyal customer as a person who is committed to have

business relationships with a certain company, repeats purchases of goods and

services and finally gives recommendations to friends and relatives about

products or services of this company. Whereas in the article of Shoemaker and

Lewis (1999) the following description of loyalty is provided loyalty occurs

when the customer feels so strongly that you can best meet his o her relevant

needs that your competition is virtually excluded from the consideration set and

the customer buys almost exclusively from you – referring to you as “their

restaurant” or “their hotel”. A loyal customer can be characterized as an unpaid

advocate of a certain company, because he does not only use its products or

services, but also tells the others how deep he is satisfied with this company

(Gould, 1995).

As can be seen, all these definitions of the customer loyalty are very

similar and complement each other. Therefore, the thesis will be supported by

the concept according to which, the loyalty is expressed by two components:

“favourable attitude toward the service and the intention to repurchase the

service” (Kim, Park & Jeong, 2004).

COMPANY PROFILE
 COMPANY PROFILE

State of the Art Set Top Box, to enhance your TV entertainment. Richer Sound,
Vibrant Video, More Channels and better viewing experience. Electronic
Program me Guide (EPG), Parental Controls, Language Selection.

Up to 1200 Channels Possible, Radio Channels, Local News, Live Programmes

and Unique LIVE Railway and Airport Timetables. Local Movie Channels
screening Hollywood and Bollywood films, Without Break. Live Local Events
and Live religious programmes

Ucn Cable Network Private Limited is a Private incorporated on 11 September

2006. It is classified as Non-govt company and is registered at Registrar of
Companies, Mumbai. Its authorized share capital is Rs. 125,000,000 and its paid
up capital is Rs. 125,000,000. It is inolved in Sporting and other recreational
activities

Ucn Cable Network Private Limited's Annual General Meeting (AGM) was last
held on 29 September 2018 and as per records from Ministry of Corporate
Affairs (MCA), its balance sheet was last filed on 31 March 2018.
Directors of Ucn Cable Network Private Limited are Ajay Tulsiram
Khamankar, Ashutosh Kane Jayant and Jagdish Sharadchandra Paliya.

AIM AND OBJECTIVES OF STUDY

 AIM OF THE STUDY

 Main goals of every organization are customer satisfaction.

 The study is taken up to understand how UCN landline services are
satisfying customers by providing prompt services, varied schemes and
proper resolution of issues from customers end.


OBJECTIVES OF STUDY

 To study the customer satisfaction level towards landline service

provided by UCN BROADBAND
 To study various services provided by UCN BROADBAND
 To find out usage level of various schemes provided by UCN
BROADBAND .
 To identify the customers’ opinion about UCN BROADBAND
HYPOTHESIS
 HYPOTHESIS

 The customer’s of UCN broadband company are satisfied by the service

provided by the UCN landline.
 The customer’s of UCN broadband company are not satisfied by the
services provided by the UCN landline.
RESEARCH METHODOLOGY
 RESEARCH METHODOLOGY

Research methodology is a way to systematically solve the research

problem. In it we study the various steps that are generally adopted by a
researcher in studying his research problem along with the logic behind them. It
is necessary for the researcher to know not only the research method/techniques
but also the methodology.

Research in common term refers to a search for knowledge. One can also
define research as a scientific and systematic search for proper information on a
specific topic. In fact, research in art of scientific investigation. Dictionary
definition of research is a careful investigation or enquiry especially through
search for a fact in any branch of knowledge. Some people consider research as
a movement from the known to the unknown. It is actually a voyage of
discovery. We all possess the vital instinct of inquisitiveness. When the
unknown confronts us, more and more our inquisitiveness makes us probe and
attain understanding of the unknown. This inquisitiveness is the mother of all
knowledge and the method, which one employs for obtaining the knowledge of
whatever the unknown, can be termed as research.

POPULATION

All research questions address issues that are of great relevance to

important groups of individuals known as a research population.

A research population is generally a large collection of individuals or

objects that is the main focus of a scientific query. It is for the benefit of the
population that researches are done. However, due to the large sizes of
populations, researchers often cannot test every individual in the population
because it is too expensive and time-consuming. This is the reason why
researchers rely on sampling techniques.

RESEARCH DESIGN

The Research available is descriptive so as to describe the complete

qualities of juices available in market.

SAMPLING TECHNIQUES:

Simple random technique.

SAMPLE SIZE:

A sample of 50 employees was selected for this survey.

TYPES OF SAMPLING

Sampling

Non-
Probability
Probability
Sampling
Sampling

A.) Probability Sampling-

This method, in which all units of the universe are given an equal chance of
being selected in the sample, is known as probability sampling. There is an
assurance of the results in terms of probability that are obtained through
probability or random sampling. The significance of the results lies in
measuring the errors of estimation obtained from a random sample which brings
predominance of the sampling designs over the intentional sample design.
 B.) Non- Probability Sampling:

Non-probability sampling is that type of sampling procedure which does not

have any ground for estimating the probability that whether or not each item in
the population has been included in the sample. There are different names of
non-probability sampling such as deliberate sampling, purposive sampling and
judgment sampling.

In this type of sampling, the researcher deliberately selects items for the sample
and the choice of researcher regarding the item is provided more weight age.

DATA COLLECTION

Basically, the data can be classified into two categories i.e.,

A. Primary Data
B. Secondary Data

PRIMARY DATA-

 Primary Data is collected by the questionnaire based on market survey.

 Primary data gives latest information and offers much greater accuracy
and reliability.
 There are various sources for obtaining primary data i.e. survey, personal
interview, field survey, panel research and observation approach etc.
The primary data are those which are collective a fresh and for the first time,
these data are of the original character. These can be collected by

a) Questionnaire.
b) Interview.
c) Observation.
d) Schedules.

A) QUESTIONNAIRE

This method of data collection is most popular and particularly useful in case
of big universe. In this method questionnaire is send to the concerned person
through mail, with respect to answer and return. It consists of definite number
of questions printed in specific order.

The inherited merits of the system are comparatively lower cost and
freedom from interviewer’s bias.

B) SCHEDULE METHOD

This method of data collection is very similar to questionnaire, with little

difference which lies in the fact that schedule (Performa containing set of
questions) are filled by researcher, through this method the drawbacks of the
questionnaire in form of non-awareness etc. were removed. This method has a
benefit of cross examination to find out the truth.

C) INTERVIEW METHOD

The interview method of collecting data involves presentation of oral, verbal,

stimuli; and reply in terms of oral, verbal responses. This is done personally by
the researcher for conducting intensive study. In this structured and non
structured interviews were are conducted as per needs and desires of the
situation.

Types of interviews:

 Personal interview -
In the personal interview process the interviewer needs to put pre-planned
questions and has to record responses obtained. This interview technique
is done at personal level (face-to-face) and is expensive. An example of
personal interview is the one taken in case of recruiting or hiring
personnel in various companies.
 Telephone interview –
The telephonic interview is done when less information is needed. It is
conducted in place of personal interview. It is an economic method. It is
suitable to use telephone interview, when there is a need to know about
the telecast of information shortly after release in radio or television
mediums.
 Mail Interview -
In mail interview structured questionnaire is sent through a mail with set
of instructions attached to it, where the respondents are free to fill it as
per their comfort and free time. this interview is more flexible than any
other kind of interview. Here, the structuring, pre-testing and compiling
of questionnaire of such interviews has to be done with more care as
compared of the personal interview.
 Panel Interview-
As the name suggests, a panel job interview is where a candidate
is interviewed by a group of interviewers. In most cases, they will be on
their own with the panel, particularly if it's for a senior position, but in
other scenarios there could be several candidates and interviewers all in
the room at once.
 D) OBSERVATION METHOD

Another technique for gathering primary data is observation. When the

researcher records information about a person, organization, or situation,
without making any personal contact, it is known as “observation
method”. In this the researcher or the field executive observes the activity
of the concerned person or organization, to draw a pattern of behavior or
response to a particular incident. Sometimes, an artificial environment is
created to collect the actual responses of the participants.

SECONDARY DATA-

Secondary data are those which have already been collected by someone
else,

And which have already been passes through statistical processes. Those data’s
are collectedly printed reports, journals, personnel reports, organizational data’s,
letters, diaries, bibliography, autobiography, newspapers, internet, articles etc.

METHODS USED FOR THE COLLECTION OF PRIMARY AND

SECONDARY DATA FOR RESEARCH –

Survey technique and field distance were used for data collection.

Conclusion of data Collection

In the current study, secondary sources of data which were used were as
follows:

 Textbooks
 Journals
 Newspapers
 Internet/websites

Primary data sources which were used are as follows :

 Questionnaire method
 Personal interview technique.
DATA ANALYSIS & HYPOTHESIS
 DATA ANALYSIS & HYPOTHESIS

1) For how long you are part of UCN?

Response No. of Respondents %age of Respondents

Less than 6 Months 10 20%
Less than 1 Year 18 36%
Less than 2 Years 7 14%
More than 2 Years 15 30%
Total 50 100%

40
36
35
30
30

25
20
20

15 14

10

0
Less than 6 Months Less than 1 Year Less than 2 Years More than 2 Years

HYPOTHESIS:-
From the above graph it is clear that majority of the respondents are part of
UCN from last one year i.e. 36%; 30% of the respondents are part of UCN from
last more than 2 years; 20% respondents from 6 months and remaining 14%
respondents are part of UCN for last two years.

2) What are reasons that attract you to be a customer of UCN

Broadband the Landline Service?

Response No. of Respondents % age of

Respondents

Brand 13 26%

Extra Services 12 24%

Services 22 44%

All of above 3 6%

Total 50 100%

50
45 44

40
35
30
26
25 24

20
15
10
6
5
0
Brand Extra Services Services All of Above
HYPOTHESIS :-

From the above graph it is clear that majority of the respondents i.e. 44%
are become part of UCN because of its services; 26% because of its image; 24%
because of its extra services and rest because of all the three factors.

3) Are you aware of the different services offered by UCN?

Response No. of % age of Respondents

Respondents

Yes 45 90%

No 5 10%

Total 50 100%

10

Yes
No

90

HYPOTHESIS :-
 From the above graph it is clear that majority of the respondents are
aware of products and services offered by UCN i.e. 90% and 10% respondents
are not aware of services offered by UCN.

4) Do you know about the Extra services being provided by the

Landline Service?

Response No. of % age of

Respondents Respondents

Yes 35 70%

No 15 30%

Total 50 100%

30

Yes
No

70

HYPOTHESIS :-
 From the above graph it is clear that 70% of the respondents are known
about the innovative services and the rest is unknown about it.

5) What is your perception about the service of the Landline Service?

Response No. of % age of

Respondents Respondents

Good 18 36%

Average 27 54%

Poor 5 10%

Total 50 100%

10

36

Good
Average
Poor

54
HYPOTHESIS :-

From the above graph it is clear that 36% of the respondents found the
service of UCN good, 54% found it average and 10% found it poor.

6) Are you satisfied with the dealing of the Landline Service officials?

Response No. of % age of

Respondents Respondents

Yes 15 30%

No 13 26%

To some extent 22 44%

Total 50 100%

30

Yes
44
No
To Some Extent

26

HYPOTHESIS :-
 From the above graph it is clear that 30% of the respondents are satisfied
with the dealing of the Landline Service officials, 44% are not fully satisfied
and 26% are dissatisfied.

7) Any problem you are facing regarding the Landline Service?

Response No. of % age of

Respondents Respondents

Timeliness 39 78%

Customer 6 12%
relationship

Infrastructure 5 10%

Others 0 0%

Total 50 100%

10

12

Time Liness
Customer Relationship
Infrastructure
Other

78
HYPOTHESIS :-

From the above graph it is clear that 78% of the respondent facing the
problem of timeliness, 12% customer relationship and 10% of infrastructure.

8) How likely are you to recommend Landline Service services to a

friend or colleague?

Response No. of % age of

Respondents Respondents
Very unlikely 4 8%
Somewhat unlikely 15 30%
Neither likely nor 8 16%
unlikely
Somewhat likely 18 36%
Very likely 5 10%
Total 50 100%

36
40
35 30
30
25
16
20
15 8 10
10
5
0
ely ely ely ely ely
il k il k lik lik
Li
k
n un n t
U t ru ha er
y
er
y ha n o ew V
V ew ely om
om ik S
S
erL
h
eit
N

HYPOTHESIS :-
 From the above graph it is clear that 8% of the respondents are unlikely to
recommend the products of UCN to their friends and colleagues, 30% said
somewhat unlikely, 16% said neither likely nor unlikely, 36% said somewhat
likely and 10% said very likely.

9) How will you rate the UCN in maintaining good customer

relationship?

Response No. of Respondents % age of

Respondents

Good 10 20%

Average 25 50%

Poor 15 30%

Total 50 100%

20
30

Good
Average
Poor

50

HYPOTHESIS :-
 From the above graph it is clear that 20% of the respondents said UCN is
good in maintaining customer relationship, 50% said it is average and rest 30%
said it is poor in the maintenance.

10) What is your overall satisfaction rating with our Landline Service?

Response No. of % age of Respondents

Respondents
Very dissatisfied 1 2%
Somewhat dissatisfied 5 10%
Neither satisfied nor 10 20%
dissatisfied
Very satisfied 24 48%
Somewhat satisfied 10 20%
Total 50 100

60
50 48
40
30
20 20
20
10
10 2
0
fied fied sfied sfied sfied
s s ti
at at ati Sa sa
t
iss iss iss t
y
D tD D er
y ha
er ha r V ew
no m
V ew d So
m fie
So tis
r Sa
ithe
e
N

HYPOTHESIS :-
 From the above graph it is clear that 48% of the respondents are very
satisfied with the Landline Service, 20% are somewhat satisfied, 20% are
neither satisfied nor dissatisfied, 10% are somewhat dissatisfied and 2% are
very much dissatisfied with the Landline Service.

LIMITATIONS OF THE STUDY

 LIMITATIONS OF THE STUDY

 The area of study is limited to Nagpur city only.

 Validity & Reliability of the data are obtained depends on the responses
from the customer. Structured questionnaire are base for collecting the
data, it may have disadvantages of not being to probe deep into the
respondents thoughts.
 The time at the disposal of the researcher is limited.
 The size of the sample comparing to the population is very less and hence
it will not represent the whole population.
CONCLUSION
 CONCLUSION

At the end I would like to conclude that The Indian Landline Servicing

market is growing at an astonishing rate, with Assets expected to reach US$1

trillion by 2010. UCN had a network of 1,142 branches And 3,295 automated

teller machines in 528 cities in India. The majority of customers are satisfied.

But the Landline Service should target on the rest of the customers who are not

satisfied. The customers are aware about the Landline Service’s services but the

Landline Service should try to create more awareness among people. UCN

should lay more stress on advertisements, both in print as well as in other media

for this purpose. Number of formalities should reduce, as customer feels

irritated with lots of formalities and it will save the time of customer and

Landline Service also.

SUGGESTIONS AND RECOMMENDATIONS
 SUGGESTIONS AND RECOMMENDATIONS

 More stress should give on the advertisement and promotional activities.

 The Landline Service should make some efforts to improving good

relationship with customer.

 The Landline Service should enhance their services according to the

needs of the customer.

 The Landline Service makes its procedures less time consuming.

 The Landline Service should make effort to aware the customers about

their all the extra services.

BIBLIOGRAPHY
 BIBLIOGRAPHY

 www.bnknetindia/com/Landline Serviceing/finance
 http://en.wikipedia.org/wiki/Landline Serviceing financial company
 www.hdfcLandline Service.com
 www.hdfcLandline Service/products/finance
 www.google.com
 www.iloveindia.com.

Newspaper :-

The Economic Times

THE TIMES OF INDIA