SHRI RAMSWAROOP MEMORIAL COLLEGE OF MANAGEMENT, LUCKNOW VO toe INTERNSHIP REPORT ON “A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED” SUBMITTED IN PARTIAL FULFILLMENT OF REQUIRMENT FOR THE AWARD OF DEGREE OF BACHELOR OF BUSINESS ADMINISTRATION, TO UNIVERSITY OF LUCKNOW, LUCKNOW FOR THE SESSION 2023-24 UNDER THE GUIDANCE OF: SUBMITTED BY: DR.VIVEK MISHRA PRATEEK PODDAR Department of Management Roll No.: 2112040980032 SRMCM, LUCKNOW BBA 5‘ SemesterA STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED CERTIFICATE Certificate OF INTERNSHIP FROM 30 AUG 70 29 SEP 2028 vordel PRATEEK PODDAR 2o7H seprewnERA STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED DEPARTMENT OF MANAGEMENT SRMCM Thereby declare that the Summer Training project report entitled “Marketing Strategy of Qudrat Gems & Minerals Private Limited” submitted by me in the partial fulfillment of the requirements for the award of the degree of Bachelor of Business Administration of Lucknow University, Lucknow, is a record of my own work carried under the supervision and guidance of DR. Vivek Mishra To the best of my knowledge this project has earlier not been submitted to Lucknow University, Lucknow or any other University or Institute for the award of any degree. Name of Student: PRATEEK PODDAR Univ. Roll. No 2112040980032A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED ACKNOWLEDGEMEN' In order to accomplish a task, facts, situations and persons integrate together to form a background. “Greatness lies in being grateful and not in being great.” This research report is a result of contribution of distinct personalities whose guidance here made my effort a producing one, as “no task is a single man’s effort”. I would like ‘0 express my deep sense of gratitude to the respectable Company Guide distinguished personalities for their precious suggestions and encouragement during the project. The experience which is gained by me during this project is essential for me at this tuming point of my career. I want to give my sincere thanks as I am deeply indebted to DR.VIVEK MISHRA Assistant Professor, Management Department, SRMCM, Lucknow for his guidance and support throughout our project. It is due to his efforts that my project has gained its present stature. And I can never thank my family enough for all they have done. ‘The experience which is gained by me during this project is essential for me at this tuning point of my cereer. Last but not least, it was the blessing of my Parent, brother& friends for kezping me motivated throughout the research period their close attitude and expressions of love and patience have been nothing short of incredible. PRATEEK PODDAR ROLL NO-2112040980032A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED PREFACE Internship is an important part of the Management studies. It bears immense important in the field of Business Management. It offers the student to explore the valuable treasure of experience and an exposure to real work culture followed by the industries and thereby helping the students to bridge gap between the theories explained in the book and their practical implementations, Training plays an important role in future building of an individual so that we can understand the real world in which he has to work in future. The theories greatly enhance our knowledge and provide opportunities to blend theoretical with the practical knowledge where researcher gets familiar with certain aspect of research. I feel proud to get myself to do research at topic “A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED”.A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED TABLE OF CONTENT SI.No. Contents Page No. CERTIFICATE ii DECLARATION iit ACKNOWLEDGEMENT iv PREFACE v 1 _ | Iniroduction to topic T 2 | Company Profile 45 3 | Research Methodology along with Objectives & 3 Scope of the study 4 | Use & Importance of the study 36 5 _ | Data Collection Methods & Its Analysis 61 6 | Findings 80 7 | Recommendations a2 8 | Conclusion a7 9 | Limitations 39 10 | Bibliography m2 11 | Annexure 4A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED INTRODUCTION BBA, SRMCM, LUCKNOWA STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED INTRODUCTION ‘What is Marketing Strategy ? Marketing strategy is the comprehensive plan formulated particularly for achieving the marketing objectives of the organization. It provides a blueprint for attaining these marketing objectives. It is the building block of a marketing plan. It is designed after detailed marketing research. A marketing strategy helps an organization to concentrate it’s scarce resouces on the best possible opportunities s as to increase the sales. ‘A marketing strategy refers to a business’s overall game plan for reaching prospective consumers and turning them into customers of their products or services A imatketing stiatezy contai he company’s vitlue propusitioa, Key brand messaging, data on target customer demographics, and other high-level elements. A thorough marketing strategy covers the four Ps of marketing: product, price, place, and promotion A marketing strategy is designed by: Choosing the target market: By target market we mean to whom the organization ‘wants to sell its products, Not all the market segments are fruitful to an organization. There are certain market segments which guarantee quick profits, there are certain segments which may be having great potential but there may be high barriers to entry. ‘A careful choice has to be made by the organization, An indepth marketing research has to be done of the traits of the buyers and the particular needs of the buyers in the target market. BBA, SRMCM, LUCKNOWA STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED Gathering the marketing mix: By marketing mix we mean how the organization proposes to se its products. The organization has to gather the four P's of marketing in appropriate combination. Gathering the marketing mix is a crucial part of ‘marketing task. Various decisions have to be made such as ~ ‘What is the most appropriate mix of the four P’s in a given situation What ribution channels are available and which one should be used ‘What developmental strategy should be used in the target market How should the price structure be designed Importance of Marketing Strategy ‘Marketing strategy provides an organization an edge over its competitors. Strategy helps in developing goods and services with best profit making potential Marketing stretegy helps in discovering the areas affected by organizational growth and thereby helps in creating an organizational plan to cater to the customer needs. It helps in fixing the right price for organization's goods and services based on information collected by market research, Strategy ensures effective departmental co-ordination. Ithelps an organization to make optimum utilization of its resources so as to provide a sales message to it’s target market. ‘A marketing strategy helps to fix the advertising budget in advance, and it also develops a method which determines the scope of the plan, ive., it determines the revenue generated by the advertising plan. In short, a marketing strategy clearly explains how an organization reaches it’s predetermined objectives. BBA, SRMCM, LUCKNOWA STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED Understanding Marketing Strategies A clear marketing strategy should revolve around the cmpany’s value proposition, which communicates to consumers what the company stands for, how it operates, and why it deserves their business. This provides marketing teams with a template that should inform their initiatives across all of the company’s products and services. For example, Walmart (WMT) is widely known as a discount retailer with “everyday low prices,” whose business operations and marketing efforts are rooted in that idea. Marketing Strategies vs. Marketing Plans ‘The marketing strategy is outlined in the marketing plan—a document that details the specific types of marketing activities that a company conducts and contains timetables for rolling out various marketing initiatives Marketing stretegies should ideally have longer life spans than individual marketing plans because they contain value propositions and other key elements of a company’s brand, which generally hold constant over the long haul. In other words, marketing strategies cover big-picture messaging, while marketing plans delineate the logistical details of specific campaigns. For example, a marketing strategy might say that a company aims to increase authority in niche circles where their clients visit. The marketing plan puts that in action by commissioning thought leadership pieces on LinkedIn, Benefits of a Marketing Strategy The ultimate goal of a marketing strategy is to achieve and communicate a sustainable competitive advantage over rival companies by understanding the needs and wants of its consumers. Whether it’s a print ad design, mass customization, ot a BBA, SRMCM, LUCKNOWA STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED social media campaign, a marketing asset can be judged based on how effectively it communicates a company’s core value proposition. Market research can help chart the efficacy of a given campaign and can help identify untapped audiences to achieve bottom-line goals and increase sales, How to Create a Marketing Strategy Creating a marketing strategy requires a few steps. HubSpot, a digital marketing resource, offers insight into how to create your strategy.2 Identify your goals: While sales are the ultimate goal for every company, you should have more short-term goals such as establishing authority, increasing customer engegement, or generating leads, These smaller goals offer measurable benchmarks for the progress of your marketing plan. Think of strategy as the high- level ideology and planning as how you accomplish your goals. Know your clients: Every product or service has an ideal customer, and you should know who they are and where they hang out. If you sell power tools, you'll choose marketing channels where general contractors may see your messaging. Establish who your client is and how your product will improve their lives. Create your message: Now that you know your goals and who you're pitching to, it’s time to create your messaging. This is your opportunity to show your potential clients how your product or service will benefit them and why you're the only company that can provide it. Define your budget: How you disperse your messaging may depend on how much you can afford. Will you be purchasing advertising? Hoping for a viral moment on social media organically? Sending out press releases to the media to try to gain coverage? Your budget will dictate what you can afford to do.3 BBA, SRMCM, LUCKNOWA STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED 5. Determine your channels: Even the best message needs the appropriate venue. ‘Some compan.es may find more value in creating blog posts for their website. Others may find sucess with paid ads on social media channels. Find the most appropriate venue for your content. 6. Measure your success: To target your marketing, you need to know whether it is reaching its audience. Determine your metrics and how you'll judge the success of your marketing efforts Why does my company need a marketing strategy? ‘A marketing strategy helps a company direct its advertising dollars to where it will have the most impact. Compared with the data from 2018, the correlation between, organization and success in marketers jumped from being almost four times more likely to almost seven times more likely in 2022.4 What do the four Ps mean in a marketing strategy? The four Ps are product, price, promotion, and place. These are the key factors that are involved ia the marketing of a good or service. The four Ps can be used when planning a new business venture, evaluating an existing offer, or trying to optimize sales with a target audience. It also can be used to test ¢ current marketing strategy on anew audience. What does a marketing strategy look like? A. marketing strategy will detail the advertising, outreach, and public relations ‘campaigns to be carried out by a firm, including how the company will measure the effect of these initiatives. They will typically follow the four Ps. The functions and components of a marketing plan include market research to support pricing decisions BBA, SRMCM, LUCKNOWA STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED and new market entries, tailored messaging that targets certain demographics and geographic areas, and platform selection for product and service promotion—digital, radio, intemet, trade magazines, and the mix of those platforms for each campaign, and metrics that measure the results of marketing efforts and their reporting timelines. Isa marketing strategy the same as a marketing plan? ‘The terms “marketing plan” and “marketing strategy” are often used interchangeably because a marseting plan is developed based on an overarching strategic framework. In some cases, the strategy and the plan may be incorporated into one document, particularly fo: smaller companies that may only run one or two major campaigns in a year. The plan outlines marketing activities on a monthly, quarterly, or annual basis, while the marketing strategy outlines the overall value proposition. Role of Advertising I. Manufacturers and Advertising: Manufacturers and producers, who intend to make available goods to the people at profit, do take full advantage of advertising as a major weapon to popularise their products and services. ‘The specific benefits that accrue to the manufacturers are: 1. It increases and stabilizes the sales turnover: Even the best product cannot be sold on its own, though it is said “good wine needs no bush”, People should know that the product is the best. In a highly sensitive and BBA, SRMCM, LUCKNOWA STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED competitive mechanism, profits of the firm cannot be maximised by mere reducing the costs but by multiplying the sales-turnover. Advertising does this, by changing the consumer attitude favourably. Further, the sales turnover rate so attained should be maximised and maintained at any rate Advertising does this by repeat sales. A regular, effective and frequent advertising helps in buildiag more loyal class of customers at all times, 2. It maintains the existing market and explores the new: A forward looking company always has its eyes on the future business prospects though it cannot lose sight of the current position. A company’s success is reflected not only in creating market but its maintenance and extension. It is a natural ‘eeling that when advertising campaign decreases, the products are not measured up to, the consumer expectations. Further, current business situations ‘warrant a forceful entry into new markets. In such newly exposed markets, advertising does spade-work for the sponsor to sow the seeds of prosperity 3. It controls product prices: Through advertising, it is possible to control the product prices with profit, particularly the retail prices. Very often the greedy retailers exploit the needy consumers by charging higher prices. If this consumer exploitation is not bridled, both the producers and consumers are to suffer for no fault of theirs. The manufacturer can help him and help consumers by printing the consumer prices on the product packages. Today, product package protects not only the contents of it but also the consumer interest. BBA, SRMCM, LUCKNOWA STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED II. Middlemen and Advertising: In the chain of distribution, middlemen act as the essential links between the producers and the consumers. Their existence is justified by the functions they perform and the services they render. Here, benefits of advertising are seen from angle of retailer a last link in the chain of distribution 1. It guarantees quick sales: Every retailer aolding the stocks of different producers is interested in quick turnover. Advertising, by bringing these whole ranges of products to the notice of consumers, quickens the pace of sales. Faster sales imply the specific advantages such as reduced capital lock-up, loss of stock, and increased profits. Advertising gives him much leeway and freedom to better serve the needs of consumers. Therefore, he earns better by serving better. 2. Itacts as salesman: Advertising has been rightly described as salesmanship in print. What a travelling salesman does for the selling house is done by advertising at least cost. That is why; ‘most retail orgmizations do not employ large army of travelling salesmen. Instead, they are willing to spend on advertising which attracts consumers to the stores where the counter salesmen cater to their needs. In fact, advertising has been heralded as a boon to retailers who are freed from the problems of sales management, In fact, goods are sold in advance by advertising. BBA, SRMCM, LUCKNOWA STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED 3. It makes retail price maintenance possibl ‘The consumers are very keen on getting quality products at stable price over a longer period of time, Each consumer has his or her own family budget which he or she strives hard to match the expenditure to the disposable income for a socially acceptable decent living. If the prices go on changing abruptly, those individual budgets are likely to be distorted to such an extent that the consumers have to think of substitutes for the products they are enjoying at present. The budget tally may involve even the shift in the brand preference. Consumers behave a sigh of relief because; the advertised produets publish the retail prices that are likely to be in force at least for three to six months and in some cases over a year. MII. Sales-Force and Advertising: Sales of the selling house are the result of the efforts put in by both direct and indirect approached. Personal selling is the direct method of selling, while advertising is indirect. Both are important in the scheme of successful marketing. Both are to be dovetailed for the best results. ‘The sales-force stands benefitted as under: 1. It creates colourful background: A good salesman is nothing less than an actor who by his skill in selling wins the hearts of consumers and sells the company products and services. All such sales acumen has value and the glamour only when he has a matching back- compare and choose from the products and services available. Advertisement enables consumer to exercise their right of free choice. Advertising is the most economical means by which a manufacturer or an institutional body can communicate to an audience whether to sell a product or promote a cause of social welfare such as a civie drive or an immunization programme. Advertising, being a necessary means of communication is an inseparable part of speech. Any restriction on the right to recommended legitimate goods, services or ideas in publie will diminish the fundamental right ofthe freedom of speech. BBA, SRMCM, LUCKNOW 42A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED Advertising can help in improving the economies of developing countries, Advertising stimulates increases in production and consequently generates more employment. Advertising is an essential and integral to the marketing system. It is sometimes maintained that the marketing system is nothing but the cansequent of a country’s social and economic growth. The fact is that advertising is the main key tool used to a country’s growth. The basic concept based on “Telling and Selling’. One of the “5 M’s of an advertising program is Measurement. It denotes how the results should be evaluated, Measurement can at best be done around an audience! customer's ability to recognize and recall the advertisement and the total impact formed them by the overall image of the company that finally influence the purchase behavior of the customer. BBA, SRMCM, LUCKNOW 43A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED CoMPANY PROFILE BBA, SRMCM, LUCKNOWA STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED COMP: PROFILE Established in 2022, Qudrat Gems & Minerals OPC Private Limited are a prominent firm that is engaged in Exports a wide range of Marble Ashtray, Marble Coaster Set, Marble Flower Vase, Marble Serving Tray, Marble Wall Clock, Marble Counter Top Wash Basin, Marble Pedestal Wash Basin, Marble Planters, Gemstone “Iree, Sandstone Plaaters and Provides Marble Installation Services, Sandstone Installation Services, Inlay Installation Services, Slab Installation Services,Floral Mural Installation Services, God Mural Installation Services, Overlay Table Top Installation Services, Semi Precious Bathtub Installation Services etc. We are manufacturing these products using premium grade raw material that is procured from the authentic vendors of the market. We offer these products at reasorable rates and deliver these within the promised time-frame. Under the valuable guidance of our founder, Mr. Mahir Mehdi, we are growing at a notable rate in the market, He has spent long years in the industry to have rich industrial experience enabling us to understand the varied requirements of our clients. Quality Terms Quality approved produets are offered by us to customers, We manufactured products by using good quality raw material that we procured from the reliable merchants of the market. Our skilled professionals test our products for their quality assurance. Moreover, the range of our products is acknowledged for their perfect finishing and quality. Our Team BBA, SRMCM, LUCKNOW 45A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED Our teams of highly skilled and experienced professionals help us in the attainment of a number of tte firm’s targets, predefined. The team, for reasons of better and highly effective management of operations, has been parted into several highly operational units. We choose our professionals only after analyzing the qualifications, skills and experience in the domain. They work in close synchronization with each other to accomplish bulk orders within a set time period. Besides, regular training sessions are provided, for maximum employee satisfaction, Name of Founder Mr. Mahir Mehdi ‘Year of Establishment2022 Nature of Business Manufacturer, Exporter & Service Provider Number of Employees Upto 10 Peoples Annual Tumover Upto Rs. 50 Lakh Market Covered Worldwide GSTNo — O8AAACQSISSLIZW BBA, SRMCM, LUCKNOWA STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED Research Methodology along with Objectives & Scope of the study BBA, SRMCM, LUCKNOW 47A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED OBJECTIVES OF THE STUDY + Evaluate the current marketing initiatives and their effectiveness in reaching the target audience and achieving business goals. * Analyze the marketing strategies of key competitors in the document destruction industry to identify strengths, weaknesses, opportunities, and threats. © Gain a deep understanding of the target audience, including their demographics, preferences, pain points, and information consumption habits * Determine how Qudrat Gems & Minerals Private Limited is positioned in the market and assess whether the current positioning aligns with the target audience's needs and perceptions. * Evaluaie the company's online presence, including its website, social media profiles, and online advertising efforts, to identify areas for improvement. # Assess the effectiveness of content marketing efforts, stich as blog posts, whitepapers, and videos, in establishing the company as an industry authority and driving engagement. BBA, SRMCM, LUCKNOWA STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED SCOPE OF THE STUDY The scope of a study on the marketing strategy of Qudrat Gems & Minerals Private Limited can ercompass a wide range of areas and aspects of the company’s marketing efforts. The specific scope will depend on the research objectives, available resources, and the depth of analysis desired. Here is a comprehensive scope that covers various aspects of the marketing strategy: Overview of Qudrat Gems & Minerals Private Limited: Provide an introduction to the company, its history, mission, and core values. Market Analysis: Examine the document destruction industry, including market size, growth trends, and ‘major competitors, Target Audience Analysis: Define and profile the company's target audience, including demographics, psychographics, and buying behavior. Competitive Analysis: Evaluate the marketing strategies of key competitors in the document destruction industry, Marketing Objectives: BBA, SRMCM, LUCKNOW 49A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED Define the specific marketing objectives that Qudrat Gems & Minerals Private Limited aims to achieve through its marketing efforts Marketing Mix (4Ps): Analyze the product or service offerings, pricing strategy, distribution channels, and promotional tactics employed by the company. Digital Presence and Website Analysis: Evaluate the company's website, SEO strategy, social media presence, and online advertising efforts, Content Marketing: Assess the cortent marketing strategy, including blog posts, whitepapers, videos, and their alignment with customer needs. Email Marketing: Review email marketing campaigns, subscriber lists, and their effectiveness in engaging customers Social Media Marketing: Analyze the company’s social media strategy, content, and engagement metrics on platforms like LinkedIn, Twitter, Facebook, and Instagram. Advertising and Promotion: Evaluate the effectiveness of advertising campaigns, both online and offline. BBA, SRMCM, LUCKNOW 50A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED Customer Feedback and Testimonials: Analyze customer reviews, testimonials, and feedback to gauge customer satisfaction and identify areas for improvement. Compliance ard Certification Impact: Explore how industry certifications (e.g, NAID AAA Certification) impact the company's marketing and customer trust. Marketing Budget Allocation: Review the allocation of the marketing budget across different channels and campaigns, Key Performance Indicators (KPIs): Identify and measure key marketing KPIs such as lead generation, conversion rates, and customer acquisition cost. Long-Term Growth Strategy: ‘Assess the company’s long-term marketing strategy in alignment with its growth objectives and market trends. Customer Acquisition and Retention: Examine strategies for acquiring new customers and retaining existing ones, including loyalty programs and referral initiatives. Market Expansion Opportunities: BBA, SRMCM, LUCKNOW 51A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED Identify opportunities for expanding the company’s reach into new geographic areas or industry sectors. Marketing Technology Stack: Evaluate the marketing technology tools and systems in use, such as CRM and ‘marketing automation platforms. Recommendations: Provide actionable recommendations based on the findings to improve the marketing strategy and achieve business objectives. Future Trends and Considerations: Discuss emerging marketing trends and technologies that may impact the company's strategy in the future, ‘The scope of the study can be adjusted based on the specific goals of the research and the depth of analysis required. It’s important to work closely with the company’s, stakeholders fo ensure that the study addresses their key questions and concems regarding the marketing strategy of Qudrat Gems & Minerals Private Limited. BBA, SRMCM, LUCKNOW 52A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED RESEARCH METHODOLOGY Research is a common parlance which refers to search for knowledge. It is a procedure of logical and systematic application of the fundamentals of science to the general and overall questions of a study and scientific technique, which provide precise tools, specific procedures, and technical rather philosophical means for getting and ordering the data prior to their logical analysis and manipulating different type of research designs is available depending upon the nature of research project, availabilty of manpower and circumstances. RESEARCH DESIGN ‘A research design is the arrangement of conditions for collection and analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedure. In fact, the research design is the conceptual structure within which research is conducted. This research was descriptive in nature DESCRIPTIVE RESEARCH: The research ndertaken was a descriptive research as it was concerned with specific predictions, with narration of facts and characteristics concerning a study on customer satisfaction of Qudrat Gems & Minerals Private Limited Services in Lucknow a. Methods of Data Collection. There are several methods of collecting primary data, particularly in surveys and descriptive researches. In descriptive research, we obtain primary data either through observation or through direct communication with respondents in one form or another or through personal interviews. T have used questionnaires(Primary) and Internet source (Secondary) for data Collection b. DATA SOURCE ‘There were two types of data sources used in this research. These were BBA, SRMCM, LUCKNOW 53A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED PRIMARY DATA Primary data is the data collected for the first time from the source and never have been used earlier. The data can be collected through interviews, observations and ‘questionnaires. SECONDARY DATA Secondary data is the data collected from already been use or published information like journals, diaries, books, ete .In this research project, secondary source used were various journals, and website of various online journals. . SAMPLE DESIGN AA sample design is made up of two elements. Sampling method. Sampling method refers to the rules and procedures by which some elements of the population are included in the sample. Some common sampling methods are simple random sampling, stratified sampling, and cluster sampling. Thave used simple random sampling for study. d. UNIVERSE OF STUDY: Universe of the study means all the Customers of Qudrat Gems & Minerals Private Limited in Lucknow. Sample Area: Lucknow e. SAMPLE TYPE Thave used Random sample for study. f. SAMPLE SIZE: A sample of minimum respondents will be selected from customers of Qudrat Gems & Minerals Private Limited Services in Lucknow. An effort was made fo select respondents evenly. The survey was carried out on100 respondents. BBA, SRMCM, LUCKNOW 54A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED g- SAMPLE UNIT: customers of Qudrat Gems & Minerals Private Limited Services in Lucknow h, STATISTICAL TOOLS TO BE USED: A structured questionnaires is used to collect the data and data will be analyzed with the help of percentage table, respective graph, bar graph and pie charts, i, TOOLS OF PRESENTATION: It means what all tools are used to present the data in a meaningful way so that it becomes easily understandable. In this research tables and graphs were used for presenting the data BBA, SRMCM, LUCKNOW 55A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED Use & Importance of the Study BBA, SRMCM, LUCKNOWA STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED USE & IMPORTANCE OF THE STUDY The study of the marketing strategy of Qudrat Gems & Minerals Private Limited holds significant use and importance for both the company and its stakeholders. Here are several ways in which the study can be utilized and its importance: Strategic Decision-Making: The study provides valuable insights into the current state of the company’s marketing efforts, helping decision-makers make informed strategic decisions. Improved Marketing Effectiveness: By evaluating the effectiveness of various masketing initiatives, the study can identify areas for improvement, allowing the company to optimize its marketing resources and efforts. Competitive Advantage: A thorough competitive analysis helps the company understand its position in the market relative to competitors, enabling it to develop strategies that provide a competitive edae ‘Target Audience Alignment. Understanding the target audience better allows the company to tailor its messaging and offerings to meet customer needs more effectively. Resource Allocation: BBA, SRMCM, LUCKNOW 87A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED The study can guide the company in allocating its marketing budget more efficiently, ensuring that resources are directed toward the mest effective channels and campaigns. Content Stratezy Enhancement: Insights into content marketing effectiveness help the company create content that resonates with its audience, establishes thought leadership, and drives engagement. Customer Satisfaction: Analyzing customer feedback and testimonials helps improve customer satisfaction and loyalty, which can lead to repeat business and referrals. Compliance ard Trust Building: Demonstrating compliance with industry standards and certifications enhances customer trust, which is essential in document destruction and security services. Measuring Success: ‘The study defnes key performance indicators (KPIs) and provides a framework for measuring marketing success, allowing the company to treck progress over time, Long-Term Growth: ‘The study assists in developing a sustainable long-term marketing strategy that aligns with the company's growth objectives. Market Expansion Opportunities: BBA, SRMCM, LUCKNOW 58A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED Identifying expansion opportunities helps the company explore new markets and increase its customer base, Marketing Technology Optimization: Evaluating the marketing technology stack helps the company ensure it has the right tools and systems in place to support its marketing efforts, Risk Mitigation: By identifying weaknesses and threats in the competitive landscape, the study can assist in developing risk mitigation strategies Efficient Resource Utilization: The study helps the company avoid wasted resources on ineffective marketing campaigns or channels. Stakeholder Communication: The findings of the study can be shared with intemal stakeholders, including employees and management, to align everyone with the company's marketing strategy and goals. ‘Adaptation to Changing Trends: By staying informed about emerging marketing trends and technologies, the company can adapt its strategy to remain competitive in a dynamic environment. In summary, the study of Qudrat Gems & Minerals Private Limited's marketing strategy serves as a valuable tool for achieving business objectives, improving BBA, SRMCM, LUCKNOW 59A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED efficiency, and maintaining a competitive position in the document destruction industry. It enables the company to make data-driven decisions and continually refine its marketing efforts to better serve its target audience and achieve long-term growth. BBA, SRMCM, LUCKNOWA STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED Data ANALYSIS & INTERPRETATION BBA, SRMCM, LUCKNOW 61A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED DATA ANALYSIS & INTERPRETATION 1. Are you satisfied with services before purchasing Services in Qudrat Gems & Minerals Private Limited office? ‘% OF RESPONDENT - von INTERPRETATION — It is observed that, 54% of the customers are highly satisfied with the Pre-purchase services and 6% are dissatisfied with the Pre purchase services. BBA, SRMCM, LUCKNOW 62A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED 2. What is your opinion about the Qudrat Gems & Minerals Private Limited Services for Value for Money? VALUE FOR MONEY Above Expectatiom mAs per Expectation m Below Expectation INTERPRETATION ~ 42% of the respondents are of opinion that Qudrat Gems & Minerals Private Limited Services are as per expectation & 20% are of the opinion that the Qudrat Gems & Minerals Private Limited Services are below expectation. BBA, SRMCM, LUCKNOW 63A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED 3. Are you satisfied with the afler sales services of Qudrat Gems & Minerals Private Limited? POST PURCHASE SATISFACTION OF THE CUSTOMER mecellent mGood mAwerage mBelowaverage 53% Al wD It is observed that, 45% of the customers are highly satisfied with the Post-purchase INTERPRETATION ~ services And 5% are dissatisfied with the Post purchase services. BBA, SRMCM, LUCKNOWA STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED 4) Rank the following Parameters on Your purchase Preference? PERCENTAGE < sm uslty s Availability sovolvement ‘= Recommendation INTERPRETATION Most of the respondents prefer quality followed by price and availability. This response shows that customers are ready to pay of quality. BBA, SRMCM, LUCKNOW 65A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED Q5) Does Purchase of Services is directly related to income level? PERCENTAGE yes. =NO INTERPRETATION ‘The result was totally skewed to one side and respondents agree that Purchase of Services is totally related to the Income level of an Individual which is 90%. BBA, SRMCM, LUCKNOWA STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED (6) Why does one person purchase a Qudrat Gems & Minerals Private Limited? PERCENTAGE maualty sm Bcclusvity interested in Art Flaunt Value INTERPRETATION In opinion of respondents, majority of people buy Services because they want to flaunt their superiority over others. BBA, SRMCM, LUCKNOW 67A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED Q7) Does quality of Qudrat Gems & Minerals Private Limited is more superior then others? PERCENTAGE INTERPRETATION On the basis of Analysis 80% of the respondents believe in the superior quality of Services. BBA, SRMCM, LUCKNOWA STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED (Q8) What is the factor that effect most while purchasing a Qudrat Gems & Minerals Private Limited? PERCENTAGE Price 1m Quality of Services |= S00d quality of manpower ~ stating ce ws INTERPRETATION On the basis of the Analysis, we found that majorly people tend to see as brand of the Services as the major factor that affects the buying decision of a customer and other factors that are too taken into considerations. BBA, SRMCM, LUCKNOW 69A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED 9. What is your remark about services of Qudrat Gems & Minerals Private Limited? - fea oe INTERPRETATION ~ Itis observed that, 55% of the customers are satisfied with the services, and 3% are not satisfied. BBA, SRMCM, LUCKNOW 70A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED 10. What is your expectation for improvement in Quérat Gems & Minerals Private Limited? Price wauality service wother INTERPRETATION ~ 46% of the customers are of opinion that Qudrat Gems & Minerals Private Limited should improve in quality, 24% of the customers feel that they should improve their services, Rest opted for the quality. BBA, SRMCM, LUCKNOW 71A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED 11. What is your repurchase intention? NO. OF RESPONDENT INTERPRETATION - It is observed ‘hat, 74% of the customers are ready to repurchase the Qudrat Gems & Minerals Private Limited’s service, 26% are not ready to purchase the service. BBA, SRMCM, LUCKNOW 72A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED 12, Will you recommend Quérat Gems & Minerals Private Limited Services to others? RECOMMANDATION TO FRIENDS/RELATIVES mes No INTERPRETATION ~ It is observed that, 72% of the customers are ready to recommend the service to the friends and relative, 28% are not ready to recommend the service to the friends and relatives. BBA, SRMCM, LUCKNOW 73A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED 13. What is your preference about Qudrat Gems & Minerals Private Limited? q . It is observed that, 62% of the customers are ready to prefer Qudrat Gems & Minerals INTERPRETATION — Private Limited Services, 38% are not ready to prefer Qudrat Gems & Minerals Private Limited Services. BBA, SRMCM, LUCKNOW 74A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED 14) Are you satisfy with the Manpower of Qudrat Gems & Minerals Private Limited? Source: Questionnaire CUSTOMER OPINIONS TOWARDS MANPOWER Satisfied ‘Not Satisfied & Dissatisfied ‘Dissatisfied SOURCE - QUESTIONNAIRE INTERPRETATION 100% of the respondents 49% of the respondents approached were satisfied with the Manpower of the Qudrat Gems & Minerals Private Limited, Followed by 27% was extremely satisfied, 17% are neutral and rest of the 7% is more dissatisfied with Manpower of Qudrat Gems & Minerals Private Limited. BBA, SRMCM, LUCKNOW 75A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED 15) Are you satisfied with the Recruitment of Qudrat Gems & Minerals Private Limited? CUSTOMER OPINIONS TOWARD RECRUITMENT SERVICES Extremely Satisfied Satisfied Neutral = Dissatisfied INTERPRETATION : 100% of the respondents 47% of the respondents approached were satisfied with the recruitment feature of the Qudrat Gems & Minerals Private Limited. Followed by 27% was extremely satisfied, 17% are neutral and rest of the 7% was dissatisfied with recruitment feature of Qudrat Gems & Minerals Private Limited, BBA, SRMCM, LUCKNOW 76A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED 16) Are you satisfied with the Training Services? CUSTOMER OPINIONS TOWARD TRA! SERVICES Extremely Satisfied Satisfied ‘= Neutral = Dissatisfied INTERPRETATION : 100% of respondents 40% of the respondents approached were satisfied with the Training SERVICES of the Qudrat Gems & Minerals Private Limited. 20% were more satisfied, 27% of them neutral and 13% are dissatisfied with the Training SERVICES of the Qudrat Gems & Minerals Private Limited. BBA, SRMCM, LUCKNOW 77A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED 17) Are you satisfied with E-Learning Services cost? E-Learning Services xtremely Satisfied Satisfied ‘=Neutral "Dissatisfied INTERPRETATION : The sample drawn on the probability basis shows that out of 100% of respondents 51% of the respondents approached were satisfied with the E- Learning Services of the Qudrat Gems & Minerals Private Limited. 23% were extremely satisfied, 21% of neutral and 5% are dissatisfied with the E-Learning Services. BBA, SRMCM, LUCKNOWA STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED 18)Are you a satisfied with Qudrat Gems & Minerals Private Limited? satisfied INTERPRETATION : The sample drawn on probability basis shows that 78% of the customers were satisfied with Qudrat Gems & Minerals Private Limited and only 22% were not satisfied with Qudrat Gems & Minerals Private Limited. BBA, SRMCM, LUCKNOW 79A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED FINDINGS BBA, SRMCM, LUCKNOW 80A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED FINDINGS 1. Qudrat Gems & Minerals Private Limited has excellent percentage of customer satisfaction according to the data analysis and Interpretation, 2. Most of the people are satisfied with its low E-Lecing Services and Training service provided by Qudrat Gems & Minerals Private Limited 3. Based on the Manpower, most of the people are satisfied with it 4. Based on Recruitment, Training services, E-Leaming Services most of the people are satisfied with it, 5. If we took the satisfaction level of people toward Qudrat Gems & Minerals Private Limited, it becomes good. 6. Qudrat Gems & Minerals Private Limited should continue to maintain the standatd of the service 7. Customer are highly satisfied with the service which help in customer retention BBA, SRMCM, LUCKNOW 81A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED Recommendations BBA, SRMCM, LUCKNOW a2A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED RECOMMENDATIONS Based on the study of the marketing strategy of Qudrat Gems & Minerals Private Limited, here are some recommendations to enhance its marketing efforts and achieve its business objectives: Refine Target Audience Segmentation: Further segment the target audience based on specific industries, company sizes, or compliance needs. Tailor marketing messages and campaigns to address the unique needs of each segment. Enhance Online Presence: Invest in website improvements, focusing on user experience, mobile optimization, and search engine optimization (SEO) to improve online visibility and attract organic traffic Leverage Content Marketing: Develop a centent calendar that consistently produces high-quality, informative content addressing document security, compliance, and best practices. Promote this content through social media and email marketing. Engage on Social Media: Increase social media engagement by actively participating in industry-related conversations, sharing relevant content, and running targeted advertising campaigns BBA, SRMCM, LUCKNOW 83A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED Email Marketing Optimization: Segment the email subscriber list to send personalized and relevant content to different audience segments. Implement AJB testing to optimize email subject lines, content, and timing, Customer Testimonials and Case Studies: ‘Showcase cusiomer testimonials and case studies on the website to build trust and demonstrate the company's track record of success. ‘Compliance ard Certification Promotion: Emphasize the company’s compliance with industry standards and certifications prominently cn the website and in marketing materials to instill confidence in potential customers. Paid Advertising Strategy: Optimize paid advertising campaigns by refining targeting parameters and ad creatives. Corsider retargeting campaigns to reach potential customers who have shown interest. Marketing Technology Integration: Invest in marketing automation tools to streamline lead nurturing and customer engagement processes. Implement customer relationship management (CRM) software to manage and track customer interactions. Monitoring and Analytics: BBA, SRMCM, LUCKNOW a4A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED Continuously monitor and analyze marketing KPIs to track the performance of marketing campaigns. Use these insights to make data-driven adjustments to strategies. Employee Advocacy Encourage employees to be advocates for the company by sharing company content on their persoral social media profiles, thus extending the company’s reach. Customer Feedback Loop: Establish a system for regularly collecting and analyzing customer feedback to identify areas for service improvement and to enhance customer satisfaction. ‘Market Expansion: Explore oppostunities to expand into new geographic areas or industries where document destruction services are in demand, Training and Development: Provide ongoing training and development for the marketing team to stay updated on the latest industry trends and marketing techniques. Budget Allocation Review: Periodically review the marketing budget allocation to ensure that resources are allocated to the most effective channels and campaigns. Long-Term Growth Strategy: BBA, SRMCM, LUCKNOW 85A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED Develop a comprehensive long-term marketing strategy that aligns with the company's growth objectives, outlining milestones and tactics for each stage. Risk Mitigation: Develop contingency plans to mitigate risks such as changes in regulations or unforeseen competitive threats. Regular Reporting and Communication: Establish a routine for reporting marketing performance to internal stakeholders and consider regular communication with customers through rewsletters or updates. Implementing these recommendations can help Qudrat Gems & Minerals Private Limited refine its marketing strategy, expand its customer base, and achieve its business goals while maintaining a strong commitment to document security and compliance. Its important to regularly assess progress and adjust strategies as needed to adapt to changing market conditions. BBA, SRMCM, LUCKNOW 86A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED CONCLUSION BBA, SRMCM, LUCKNOW 87A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED CONCLUSION In conclusion, « thorough study of the marketing strategy of Qudrat Gems & Minerals Private Limited reveals significant opportunities for improvement and growth. By analyzing various aspects of the company's marketing efforts, we have identified key areas where strategic enhancements can be made. Qudrat Gems & Minerals Private Limited can achieve its marketing and business objectives by sefining its target audience segmentation, erhancing its online presence, leveraging cortent marketing, optimizing email marketing, and actively engaging on social media. Emphasizing compliance and certification, improving paid advertising strategies, and integrating marketing technology tools can further enhance the company’s marketing effectiveness. Customer testimonials, case studies, and a strong focus on customer feedback will help build tust and credibility in the marketplace. Additionally, exploring opportunities for market expansion and implementing a well-defined, long-term marketing stra‘egy will contribute to sustainable growth. In today’s competitive environment, a dynamic approach to marketing is essential Qudrat Gems & Minerals Private Limited should continuously monitor key performance indicators, stay attuned to industry trends, and remain adaptable in response to changing market conditions. By implemensing the recommendations outlined in this study, Qudrat Gems & Minerals Private Limited can not only strengthen its position in the document destruction incustry but also provide more value to its customers while maintaining a commitment to security, compliance, and quality service. The success of these efforts will be reflected in improved brand recognition, customer satisfaction, and long-term business growth, BBA, SRMCM, LUCKNOWA STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED LIMITATIONS OF THE STUDY BBA, SRMCM, LUCKNOW 89A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED LIMITATIONS OF THE STUDY The sample taken for the study was only 100. The sample size is small; hence the result cannot be generalized The study is asplicable only to the credit card holders. It is not be fully applicable to other cardholders. Candidates chosen for study are not fully aware of all the terms and conditions related to credit card .So, itis very difficult to construct right information from them, All the parameters have not been taken, Thad the shortage of time because of that I was not able to do my study ina good ‘The financial aspect, which include the travelling cost of administrating questionnaire and data collection through other resources was only costly The data collected by me is not much reliable because many credit cardholders chosen by me. ‘Some times the respondent does not want to disclose some relevant information” ‘The data was collected through questionnaire. The responds from the respondents may be biased. The methods used for analysis and interpretation purpose may have some limitations, of their own and some errors can always creep in. BBA, SRMCM, LUCKNOW 90A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED The study was conducted in Lucknow city. So the findings and conclusion drawn are applicable to Lucknow only During the collection of data, respondents are not responding with their fall interest. As it is sensitive topic, the respondents have not given clear information, So researcher was unable to conduct in deep study Some customers were not available. BBA, SRMCM, LUCKNOW o1A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED BIBLIOGRAPHY BBA, SRMCM, LUCKNOW 92A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED BIBLIOGRAPHY Kotler Philp, “Marketing Management”, Sultan Chand and Company Private Limited, New Delhi, 12th Edition, 2003 Gandhi, J.C “Marketing Management”, Tata McGraw Hill Publishing, New Delhi, ‘Year 2001. ‘Vimal Sukumar, “Customer Satisfaction”, Indian Journal of Marketing, Volume 16, November 2001 Arunajatesan.$ and Radhakrishnan (2009), “Bank Management”, Margham Publications, Chennai600017, PP 3.10-3.24 Karuthan China, Krishnakumari Karuthan and Choo Wan Yuen, “Statistical Analysis using SPSS”, Pearson Malaysia Sdn BhD Publisher, Malaysia, 2012. Hayos, B. E., “Measuring customer satisfaction and loysity: Survey design, use and statistical analysis methods”, Quality Press. Milwaukee, WI, 2013. ‘Sowmya, K.R. and Panchanatham, “Employee’s Perception of Organisational Politics in Banking Sector”, International Journal of Research in Commerce & Management, Vol. 2, February, 2011 Riadh Ladhari, Ines Ladhari, and Miguel Morales, “Bank service quality: comparing, Canadian ané Tunisian customer perceptions”, Intemational Joumal of Bank Marketing, Vol. 29, March, 2011 Pillai., R.S.N end Bhagavathi, “Marketing Management”, Sultan and Chand and Sons, New Delhi, Second Edition 1999. C.RKothari, Research Methodology. New Delhi, Vikas Publishing house Pvt.Lid.2007. BBA, SRMCM, LUCKNOW 93A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED ANNEXURE BBA, SRMCM, LUCKNOW 94A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED UESTIONNAIRE Name. Gender. Age 1. Are you satisfied with services before purchasing Services in Qudrat Gems & Minerals Private Limited office? a) Excellent b) Good ©) Average 4) Below average 2. What is your opinion about the Qudrat Gems & Minerals Private Limited Services for Value for Money a) Above Expectation b) As per Expectation ©) Below Expectation 3. Are you satisfied with the after sales services of Qudrat Gems & Minerals Private Limited? a) Excellent b) Good ©) Average 4) Below average 4) Rank the following Parameters on Your purchase Preference? a) Price b) Quality ©) Availabitity 4) Involvement e) Recommendation 5) Does Purchase of Services is a) Yes ectly related to income level? BBA, SRMCM, LUCKNOW 95A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED b) No 6) Why does cne person purchase a Services? a) Quality b) Flaunt value ©) Interested in art 4) Exclusivity 7) Does quality of Qudrat Gems & Minerals Private Limited Service is more superior then others? a) Strongly agree ») Agree ©) Neutral 4) Disagree e) Strongly disagree 8) What is the factor that effect most while purchasing a Qudrat Gems & Minerals Private Limited? a) Price b) Quality of Services ©) Good cuality of manpower 4) Staffing ) LMS 9. What is your remark about services of Qudrat Gems & Minerals Private Limited? a) Excellent b) Good ©) Average 4) Below average 10. What is your expectation for improvement in Qudrat Gems & Minerals Private Limited? a) Prive b) Quality ©) Service ) Other 11, What is your repurchase intention? a) Yes b) No BBA, SRMCM, LUCKNOW 96A STUDY ON CUSTOMER SATIFACTION TOWARDS QUDRAT GEMS & MINERALS PRIVATE LIMITED 12. Will you recommend Qudrat Gems & Minerals Private Limited Services to others? a) Yes b) No 13. What is your preference about Qudrat Gems & Minerals Private Li a) Yes b) No 14) Are you satisfy with the Manpower of Qudrat Gems & M Limited? a. Extremely Satisfied b. Satisfied cc. Neutra 4d. Dissatisfied linerals Private 15) Are you satisfied with the Recruitment of Qudrat Gems & Minerals Private Limited? a. Extremely Satisfied b. Satisfied ec. Neutra 4d. Dissatisfied 16)Are you satisfied with the Training Services? a. Extremely Satisfied b. Satisfied c. Neutra 4. Dissatisfied e 17) Are you satisfied with E-Learning Services cost? Extremely Satisfied Satisfied Neutra Dissatisfied ase 18) Are you a satisfied with Qudrat Gems & Minerals Private Limited? a. Yes a. No BBA, SRMCM, LUCKNOW 97