Summer Internship Project (SIP)

A STUDY ON

CUSTOMER SATISFACTION OF ONLINE ROOM CLEANER

AT

GREEN TECH SOLUTION

SUBMITTED BY

Mr. Mohit. S Mishra

ORGANIZATION SUPERVISOR

Mr. Shrirang Maddalwar

GUIDED BY

Prof. Harish Kutamate

2022-23

SUBMITTED TO

SAI SHRADDHA CHARITABLE’S TRUST’S

REAL INSTITUTE OF MANAGEMENT AND RESEARCH

Belatarodi Road, Nagpur

(2022-23)
 CERTIFICATE
This is to certify that the details described in this report titled “A
Study On customer satisfaction of online Room cleaner” has been
carried out by Mr. Mohit Mishra during the summer internship
project. The study was done in the (GREEN TECH SOLUTIONS,
in partial fulfillment of the requirement for the degree of Master of
Business Administration of R. T. M. Nagpur University, Nagpur.

This work is the own work of the candidate, the project Report is in
the manner and as per the guideline of RTM Nagpur University.
 Greentech Solutions
Reg.no. MH34D0015366
E-mail – greentechsolutions@gmail.com
Cell - +91 9561276168
Registered Office – Near Post Office, Tahasil Ward, Hinganghat – 442301, Dist. Wardha,
Maharashtra
Branch Office – Yogirana Apartment, Opp. Bhole baba Temple, Near Hudkeshwar Police
Station, Pipla Road, Nagpur

Letter no. 01/53/IC/2022

CERTIFICATE
This is to certify that Mr. Mohit S. Mishra appointed by our firm Greentech
Solutions as a trainee during the period of 1th September 2022 to 15th October
2022.

He started in our company as Trainee under Internship Program in the stream

of Operation Management (OM). During his tenure, we found him with
excellent performance and good abilities.

He demonstrated as regular, diligent and punctual person. We wish him all the
very best for his future endeavors.
DATE : 15/10/2022

Founder Director,

Green Tech Solutions, Nagpur

 ACKNOWLEDGEMENT
I feel very honor to have done a summer internship project in Green Tech Solutions and I
am sincerely thankful to Human Resource Department for providing this opportunity to me.
I am thankful to “Mr. Shrirang Maddalwar , Green Tech Solutions for guiding me
thoroughly to attain my task. I gain practical application of management theories through this
project. It would have not possible to attain my goal without the his/her support.

I am very thankful to all the faculties of Real Institute of Management & Research and
particularly my guide “Prof .Harish Kutamate” for helping me during the project. Finally, I
am thankful to my family and friends for their continuous support.

(Mohit .S.Mishra)

4
 INDEX

Sr.no Content Page

no.
1. I 6-8

2. Objectives of Summer Internship 10

Program(SIP)
3. Company Introduction, History and 11-16
Management Structure
4. Week Wise Actual Work Done 17-20
 1st Week
 2nd Week
 3rd Week
 4th Week
 5th Week
 6th Week
5. Over all learning and observation 21-22

6. Conclusion 30
7 Reference 31

5
INTRODUCTION

The internship at Green Tech solutions provided an opportunity to understand the challenges

faced by traditional online portal from newer forms of product sailing such as social media and

e-updates. The phenomenal advancement in information technology and its subsequent impact

on media and cleaning industry has closed the business of many well-known media groups

who even after producing the good content were not able to survive as they lost the customer

value proposition to digital and social media. Many companies is facing similar problem of

high customer churn-out because they are not renewing their subscription and hence revenue

generation has become quite challenging, though online mode has started their digital version

as well as app, However these two things are not sufficient to meet the challenges, hence

Green Tech solution is focusing on printing those product whose content is and will remain

relevant in the near future like investment, business etc. During my internship I learned how

Online sales is facing cumber some task of achieving the targets, on the other hand in

Business to Business they are looking for advertisement, hence it gives an opportunity to learn

how revenue is being generated through magazine sales and advertisement .

Digital Media, as anyone can understand is one of the most important factors coming through

in the way a nation works.

India has a vast array of Digital Media with thousands of Magazines and Newspapers in

circulation. Top notch Journalism, great reporting, press unity and a very strong network is

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what makes Print Media so much of success even today in the age of Television and the

Internet.

India has a variety of regional newspapers and magazines as well in lot of different lingual

options which makes something out there for everyone to read.

Digital Media:- The value of digital media Industry across India was estimated to be over 190

billion Indian rupees in 2020. This was expected to go up to over 258 billion rupees by 2023,

indicating a compound annual growth of just around 11%. The global tmedia is expected to

grow from $287.87 billion in 2020 to $313.28 billion in 2021 at a Compound Annual Growth

Rate (CAGR) of 8.8%.

Media: Industry Profile

There are two main sources of obtaining data to determine readership of any publication:
National Readership Survey- NRS
Indian Readership Survey- IRS
National Readership Survey is a survey on all media, but especially the print medium,
conducted by the National Readership Studies Council (NRSC) – supported by Audit Bureau
of Circulation (ABC), advertising agencies association of India (AAAI) & Indian Newspapers
Society.

It investigates the readership of about 80 major Indian publications-dailies, weeklies, bi-

weeklies and monthlies-in over 475 towns of 57 regions across the length and breadth of the
country. The towns, selected, however are publication centres of dailies. By process of
‘systematic sampling’, over 55,000 households in these towns are surveyed, the number of
households in each town proportionate to it population. All men and womenfolk above the age
15 are questioned for about half an hour on the basis of a structured questionnaire.

It claimed to be the most thorough readership survey in the country. It provides exhaustive
data (available to its client on computer disks) readership, radio listenership profile – the socio
economic characteristics of the readers of various publications, of cinema and TV viewers, and
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media. Research agencies involved are: IMRB, TNS Sofres Mode, and AC Nielsen in
collaboration with ORG.

Indian Readership Survey is conducted by the Media Research Users Council (MRUC). IRS
2002 is the largest continuous media survey ever conducted (sample size of 229,000
individuals) providing a single-source database for demographics, media habits and
product/brand usage across 986 towns and 2858 villages in India. The survey was conducted
over two rounds with the field work between November 2001 and November 2002.

This all-India survey is conducted by the Media Research Users Council (MRUC) also
provides product / brand penetration information for over 50 different products allowing one to
link media habits and product usage data for adults and children from age of 12 years.

Both NRS & IRS gives media consumption habits, product ownership & consumption,
lifestyle indicators information on macro demographic and geographic parameters.

1. Population coverage 12years&above

2. Sample Size over 200000

3. Geographic coverage All India (Urban + Rural)

4. Sample frame Electoral rolls based on2001 Census

definition of Urban Agglomeration

8
2.1 COMPANY PROFILE

Green tech Solution is an established company in the cleantech industry and is one of the first

movers within smart grid integration in Vidarbha . Our goal is to help enterprises safe money

on their food products by lowering their use of economic in expensive tariffs and by raising

the energy consumption in the cheaper tariffs. All this it to be done automatically with our

software control system. The product such as feed stock is one of the first systems in th world

that implements intelligent control, measurement and supervision of appliances. The healthy

food is developed and designed to saturate the increasing demand of intelligent systems that

are able to control the nutritional balance. The solutions we create are developed for

businesses where it is possible to move a great amount of feed stock.

The major solution is directed towards companies that develops intelligent nutritional -

systems, where we are able to integrate the products

Most of the products which have been discontinued by green tech group were market leaders in
their respective domain, however the revenue generated from those products was not sufficient to
run the business and the story is more or less similar for digital media in India or abroad.

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Functional Analysis of the company

OBJECTIVES:

 To study customer satisfaction level on online cleaning.

 To understand the concept of customer satisfaction.

 To identify new segments and listing out potential customers.

 To check whether the customers are satisfied while switching to the online mode
and reasons if any for their dissatisfaction.

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3.2 Functional Departments of the company

HR
SALES

FUNCTIONAL MARKETING
DEPARTMENT

FINANCE OPERATIONS

Marketing is very necessary for every organization. It helps organizations in determining what
product and services may interest customers and also strategies for use in product
development, sales and promotion.
The project “Study on customer satisfaction of online cleaning product” is an attempt to find
out the factors and causes which affect the degree of satisfaction among the customers ofe
portal. In this tough time of competition cleaningindustry is going a long way in developing,
formulating and implementing promotional strategies to cope up with this tough competition.
Though there are many aspects which can be improved in the services of cleaning agent .
Strategies are formulated not only to keep up with the cut throat competition but also to meet
the highly volatile customer preferences. Keeping that in mind green tech solutions come up
with many such promotional strategies to grab the attention of their potential customers. The
gifts being provided on specific subscription not only attracts the consumers but also creates a
difference with other competitor same domain delivers those products with such gifts in a
nominal pricing range which other companies fails to do.
There are several factors which influence the purchase. These factors may be internal and
external as well. Internal factors include perception towards the thing, knowledge about the
product, purchaser’s attitude, lifestyle, motivational status etc. Motivation is the driving force
which comes into play when customer has better experience with the product. This leads to the

11
repurchase decision of the customer. Whereas external factors include culture, group or peer
influence, the situation in which the purchase is made.

12
Questionnaires were prepared in order to determine the satisfaction level of customers opting
for purchase of online products.
The analysis revealed that there are some factors e.g. the customer’s perceived value and value
preposition when meets leads to customer satisfaction. If that is consistent then it leads to
customer loyalty. That is the key factor for customer retention etc. which affect the purchase of
cleaners product group by online means.

It also revealed the fact that there is small opportunity of improvement in the area of quality of
content and promotional schemes. The customers agreed upon the fact that gifts are good in
quality but they added that these promotional schemes can be more attractive.

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  Organization Hierarchy

VICE PRESIDENT

ASST VICE PRESIDENT

GENERAL MANAGERS

DY GENERAL MANAGERS

NATIONAL HEADS

REGIONAL MANAGERS

SENIOR MANAGERS

14
2.2 About Products of GREEN TECH SOLUTIONS Group
Green Tech Solutions Private Ltd Private Limited was registered at Registrar of

Companies Nagpur on 19 September, 2016 and is categorized as Company

Limited by Shares and an Indian Non-Government Company.. The company

currently has 3 Active Directors: Shrirang Maddalwar ,Aboli Maddlawar and

Veera Madddalwar , and there are no other Active Directors / Partners in the

company 3 except these 3 officials. The company started with an authorized

capital of Rs. 2 crores for 20,00,000 shares. Number of shares issued till date

are 14, 36,500. There are a total of 48 share holders in the company. At present

the company has 30 employees. There are 3 Directors of the company:

Shrirang with 8% holding and Aboli Maddalwar with 11% holding  Veera

Maddalwar with 8% holding The company started its business as a trading

based company, which only dealt in the raw materials, supplied to the Cattle

and Poultry Feeds manufacturing companies all over India. Its annual turnover

was Rs. 5 crores on the basis of trading, The 90 percent of the operations or

trading of the company was done at the small town named Hinganghat ,

Maharahtra which is situated at the Nagpur and remaining from Near Butibori .

15
2.3 Position of the company and CRM
The company is one of the leading companies in the magazine industry. With a wide range of
magazine products the company claims to have a strong position in the market. So the present
status of the organization is very strong in the market.
Cleaners are pioneers of magazine industry, and produce the best product to be sold not only
in India but all over the world.
Green tech group is known as the best renowned group among the other publishing companies.
It has the widest range in cleaning agent for better choice of customer, according to their taste.

Customer Relationship Management

Customer Relationship Management (CRM) is the combination of practices, strategies and

technologies that companies use to manage and analyse customer interactions and data
throughout the customer lifecycle. The use of CRM systems can benefit organizations ranging
from small businesses to large corporations.
Generally for every 20-30 calls being made to customers only one or two sales take place,
however 5-6 years ago it was in a ratio of 25:1, this has led to increased focus on retaining
existing customers.
As shown in the customer log sheet, the conversion rate is moderate, hence CRM tries to
directly approach the customer through telephonic call instead of email or post, the sales team
makes at least five to six calls to convince the less loyal customers to renew their subscription
who constitute 60% of active subscribers, however the efforts are not yielding the desired
result and hence the focus has shifted to categories the subscribers based on their previous
subscription record, those with 5 years or more subscription kept in category 1 and given
maximum attention/priority, those with 2 to 5 years in category 2, those with less than 2 years
in category 3 and others in category 4 respectively.

⚫ Week Wise Work

16
Summary of learning experience

i. I got to know about the atmosphere of the organization.

ii. The working condition of company.
iii. Process and procedures of working operations of a company.
iv. Learned to take orders from superiors.
v. Creating strategy on daily basis to achieve my daily target and make job easier.
vi. Coordinate with everyone to achieve my target.
vii. It helped me in improving my communication skills. I learned how to pitch ideas to my
potential customers and convince my prospects.

CUSTOMER RELATIONSHIP MANAGEMENT AT GREEN TECH

SOLUTION

TELEPHONIC CALL TO CUSTOMER

TO REQUEST SUBSCRIPTION
RENEWAL

CUSTOMER
RESPONSE

CUSTOMER
FEEDBACK

CUSTOMER
FEEDBACK

INFORMING THE
SUBSCRIPTION MARKETING
RENEWAL TEAM
ONLINE/OFFLINE

ATTRITION
17 BEHAVIOUR
END ANALYSIS
Sources of Data Collection

There are basically two sources of data collection, i.e Primary source and Secondary Source of
data.

a. Primary Source:-

Data was meant to be collected through questionnaire. The questionnaire was

carefully designed by taking into account the parameters of study.

b. Secondary Source:-

Secondary data source used for data collection were media. It is the data which has
been collected by individual or someone else for the purpose of other than those of a
particular research study, or in other words we can say that secondary data is the data
used previously for the analysis and the results are undertaken for the next process.

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19
2.5 KNOWLEDGE JOCKEY

Knowledge Jockey is used to track the sales conversion and lead generations which takes

place. It provides details of the successful and unsuccessful conversions. It also is automated

with gemstone crm software and it send automated email to the prospects of the unsuccessful

subscription. All the managers in green tech and the interns working has a Kj Account. The

account has all the details of the employee working and his sales figure. It also calculates the

incentive that the employee will be receiving from the sales he makes. This software is very

useful from the prospect of the employee because it keeps the record of all the activities

performed by him

Conclusion:
Data Analysis

Question 1: Have you ever renewed the subscription of e-cleaner?

Ans.

Subscription Renewal
Frequen Percen Valid Cumulativ
cy t Percent e Percent
Val Yes 73 73.0 73.0 73.0
id No 27 27.0 27.0 100.0
Tot 100 100.0 100.0
al

20
Interpretation: Only 27% subscribers prefer renewing theirproduct, rest 73% has never
renewed their product. This further explains that somewhere there is less motivation for
rebuying behavior of e-magazines.

21
Question 2: Have you ever used the customer service while purchasing e-value
subscription?

Ans.
Customer Care Service
Frequen Percent Valid Cumulative
cy Percent Percent
Vali Yes 81 81.0 81.0 81.0
d No 19 19.0 19.0 100.0
Tota 100 100.0 100.0
l

Interpretation: 81% consumers or subscribers have used the customer care service. It means
that huge number of customers have some or the other query. That gives us an insight that the
service delivery is at question and certainly needs some improvement.

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Question 3: How would you rate the experience of Query solution of customer care
service of any e-cleaner portal?

Ans.
Customer Care Experience
Cumulative
Frequency Percent Valid Percent Percent
Valid Excellent 43 43.0 43.0 43.0
Good 21 21.0 21.0 64.0
Satisfactory 21 21.0 21.0 85.0
Poor 10 10.0 10.0 95.0
Very Poor 5 5.0 5.0 100.0
Total 100 100.0 100.0

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Interpretation: The customer care service as per the consumers seemed excellent as 43% of
consumers found the medium effective. Almost 20% of them said it good and satisfactory.
This in turn gives us an insight that up to some extent services provided are good, but when
carefully observed it came out that few queries solution needs some time to get solved which
also became a reason for dissatisfaction among the customers who find the service poor and
some find them very poor.
Question 4: How would you rate the delivery service of e-services at your place?

Ans.
Delivery Service
Frequenc Valid Cumulative
y Percent Percent Percent
Vali Excellent 19 19.0 19.0 19.0
d
Good 26 26.0 26.0 45.0
Satisfacto 20 20.0 20.0 65.0
ry
Poor 18 18.0 18.0 83.0
Very 17 17.0 17.0 100.0
Poor
Total 100 100.0 100.0

24
Interpretation: Product delivery service has got a mixed response. Those customers who got
their cleaner and gift items associated with the product are satisfied or given the rating good or
excellent. But the customers who got their products or gift item one day late also has given the
rating as poor and very poor for those who didn’t get any service or sometimes encountered no
gifts.

Question 5: How would you rate the quality content of the e-products?
Ans.
Quality Content
Frequenc Valid Cumulative
y Percent Percent Percent
Vali Excellent 41 41.0 41.0 41.0
d
Good 35 35.0 35.0 76.0
Satisfacto 22 22.0 22.0 98.0
ry
Poor 1 1.0 1.0 99.0

25
 Very 1 1.0 1.0 100.0
poor
Total 100 100.0 100.0

Interpretation: Any brand becomes popular for its quality and fulfillment of the perceived
value of the brand. As there are so many competitors in the media sector, this response for e-
magazines is really appreciative. 41% of the respondents responded as the quality provided by
e-cleaner is excellent.

26
Question 6: How would you rate e-magazines total quality and service
management to ensure complete customer satisfaction?

Ans.

Quality and Service

Frequenc Valid Cumulative
y Percent Percent Percent
Vali Excellent 16 16.0 16.0 16.0
d
Good 39 39.0 39.0 55.0
Satisfacto 31 31.0 31.0 86.0
ry
Poor 10 10.0 10.0 96.0
Very 4 4.0 4.0 100.0
Poor
Total 100 100.0 100.0

27
⚫ Interpretation: This data provides the conclusion that still there is a lot of
scope to improvise the e-survey subscription despite the fact that it is
performing well in the changing market. The e-survey can be a market
leader if it concentrates few aspects of customer satisfaction. Still 39% of
respondents responding it as good are not bad at all.

Recommendations :

A. Effective promotional scheme - a strategy for consumer motivation

It is important to motivate the customers to subscribe for the e- cleaner for

boosting the sales and it’s obvious that most of the consumers will not get
motivated unless and until they get what they want. From the market survey I
was able to identify that the motivating factors are the gifts provided along with
the subscriptions and according to most of the consumers a good gift are the
ones providing a good brand value and those are offering a better utility.

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B. Offline referral marketing – a strategy for customer or subscriber
motivation.

Referral marketing can be effectively used to improve the subscription sales.

The existing customer can be motivated to refer to their friends, relatives etc. to
subscribe for the magazine by means of exciting and attractive gifts as
incentives. The magazine should provide business reply cards exclusive for
existing subscribers along with subscribers copies during the magazine delivery
so that they can refer their friends and relatives for magazine subscription. The
business reply card should offer the facility to be filled with at least 10
references. Subscribers should be able to send them free of cost. Now these
subscribers can be provided with attractive gifts.

C. Customer Retention

It is a normal saying that customer acquisition is good, retention is better. This is

because a customer retained is equal to five new customers as the money spent
for acquiring a customer is calculated to be five times the money spent to retain
a customer.

D. Improvement in Cleaner- As per customer satisfaction.

From the market survey it was revealed that the strengths of e-cleaners are
promotional schemes and unbiased reporting. If the product is able to satisfy
customers in its core product attributes, then the customer will tend to be loyal
as their expectations are fulfilled.

So to improve customer loyalty and thereby increase voluntary sales e-products

has to work on its weaknesses as expected by the customers of the home
services. Since the quality of content and coverage are subjective in nature, e-
products need to identify what are the weaknesses of the current contents and
coverage of the magazine as well as the customers’ expectations about them.
Once the customer’s expectation is identified e-magazines need to restructure
the magazine by implementing the customer requirements and demands in order

29
to improve their satisfaction level which will in turn boost the e-magazine as
well as subscription sales.

SWOT Analysis is a strategic planning technique used to help a person or

organization identify strengths, weaknesses, opportunities, and threats
related to business competition or project planning. It is intended to specify
the objectives of the business venture or project and identify the internal and
external factors that are favorable and unfavorable to achieving those
objectives. Users of a SWOT analysis often ask and answer questions to
generate meaningful information for each category to make the tool useful
and identify their competitive advantage. SWOT has been described as the
tried-and-true tool of strategic analysis, but has also been criticized for its
limitations.

Strengths and weakness are frequently internally-related, while opportunities

and threats commonly focus on the external environment. The name is an
acronym for the four parameters the technique examines:

 Strengths: characteristics of the business or project that give it an

advantage over others.
 Weaknesses: characteristics of the business that place the business or
project at a disadvantage relative to others.
 Opportunities: elements in the environment that the business or
project could exploit to its advantage.
 Threats: elements in the environment that could cause trouble for the
business or project.

30
 Conclusion

i. Encourage face to face dealings.

ii. Respond to message promptly and keep your clients informed.
iii. Be friendly and approachable.
iv. Have a clearly defined customer service policy.
v. Attention to detail.
vi. Anticipate your clients’ needs and go out of your way to help them out.
vii. Honor your promise.
viii. In print media, factors like physical attributes, contents affect
the repurchase rate.
ix. It costs more to acquire a new customer than to retain or build
upon an existing customer.
x. Pricing is an important aspect and the customer base for this
industry is price sensitive.

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References

 http:// www.wikipefia.org
 http:// www.invetopedia.com
 http:// www.irdai.gov.in
 http:// www.businessdictionary.com

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