K.S.R.M.

COLLEGE OF MANAGEMENT STUDIES, KADAPA

TITLE OF THE PROJECT:

A STUDY ON CUSTOMER SERVICE QUALITY

done for
EKART, KADAPA.

Done by: Under the Guidance:

T. SAITEJA Dr. A. MAYUR KUMAR
22HK1E00A4 ASSISTANT PROFESSOR

EXECUTIVE SYNOPSIS

INTRODUCTION:

The term "Service Quality" is a portmanteau of the phrases "Service" and "Quality," which
together highlight the importance of providing superior service to customers. Quality refers to
the guaranteed level of performance that a service provider provides. There can be no hard
and fast rule about quality. The potential for high-quality output is unlimited. Science and
technology have opened up new avenues for the production of high-quality goods and
services. There should be a less time lag between inventions and subsequent quality
improvements. It is important to note that the level of customer satisfaction with a service is a
direct result of how well its resources and activities measure up to the users' expectations for
that service. It is also suggested that there is a distinction between "technical quality" and
"functional quality" when evaluating a service's quality.

INDUSTRY PROFILE:

As of June 2014, over 250.2 million people in India utilize the internet. While online
shopping is not yet widely used in this country, its popularity is rapidly expanding thanks to
an influx of new businesses. Growth is reaching an inflection moment, according to experts.
In India, like in other developing nations, cash on delivery is fevered above alternative forms
of payment. Due to the country's thriving cash economy, 80 percent of all e-commerce in
India is paid for through Cash on Delivery. There is a pressing need to move away from COD
and towards online payment methods in the Indian e-commerce industry. Online commerce
also relies heavily on direct imports. When compared to domestic supply through authorized
distributors and e-commerce offers, the demand for foreign consumer goods (including
longtail items) is expanding at a far quicker rate.
COMPANY PROFILE:
Company name : EKART SERVICES PRIVATED

LIMITED CIN : U74900KA2015PTC08077B

Ownership type : private

Business type : private limited company

Company category : company limited by shares

Sub category :Non-government Company

Year of incorporation : 08-06-2015

Headquarters : Building Alyas a, bengonia & clover embassy tech village,

Outer ring road Deverabeesana palli village, Bengaluru

Founder : Kolla Prabhakar, Satyam Chaudhary

Services : Freight and Package Transportation

services

Ekart Services Private Limited was founded on June 8, 2015, and is a private, non-public
corporation. It was founded in Bangalore, Karnataka, and operates as a private limited
company. It has a total paid-in capital of INR 1,857.78 cr, out of an authorized total of INR
4,006.60 cr. For the fiscal year ending 31 March 2022, the operational revenue range for
Instakart Services Private Limited is Over INR 500 cr. Over the prior year, its EBITDA rose
by
30.35 percent. Its book value has improved by 299.99 percent in the same time period

NEED FOR THE STUDY:

With the information gleaned from this research, providers of online and other e-services may
better meet their consumers' needs and build a positive reputation in the market. Another
reason for doing this research is to learn how to better meet the needs of your clients.
Numerous eservices and online services now need a dedicated client base to survive the
inevitable ups and downs of the modern marketplace. Customers will be satisfied and loyal if
they get exceptional service from friendly, respectful staff that treat them with dignity. We
need to learn what our consumers value most in our products and services, and we can do this
by soliciting their opinions and comments. This study reveals the level of service provided to
clients by different departments.

OBJECTIVES OF THE STUDY:

1. To find the expectation of customers towards customer service quality in services.

2. To understand the perception of customers on the customer service quality.

3. To know the gap between the service delivery and external communication to customers.

4. To analyze the importance of service quality management in online services and other
service sectors

RESEARCH METHODOLOGY:
Research design : Descriptive in nature

Research approach : Survey method.

Research instrument : A Well Structured Questionnaire and schedule

Sampling procedure : Random sampling.

Population : Customers of Instakart, Kadapa.

Sample size : 100 Customers of Instakart, Kadapa.

Sources of data : Primary & Secondary Data.

Primary data : It is collected by administering a well-Structured Questionnaire &

direct personal interview.

Secondary data : It is collected from oral communication & company website.

Statistical tools : Simple Percentages Method.

FINDINGS

1. It is clear that 50% of respondents said flip kart to the website are you most
comfortable buying from an individual you don’t know.
2. It is clear that 50% of respondents said disagree to believe that online shopping
is cost effective and time effective.
3. It is clear that 50% of respondents said disagree to product purchased through
online delivered on time.
4. It is clear that 80% of respondents said agree to online shopping willingly
handles returns and exchanges.
5. It is clear that 60% of respondents said good to the pricing of online shopping.
6. It is clear that 70% of respondents said agree to satisfied the overall service
quality on the online shopping.
 7. It is clear that 58% of respondents said agree to the pricing clearly informed.
8. It is clear that 84% of respondents said Extremely confident that your
personal information is kept confidential when buying Product online.
9. It is clear that 80% of respondents said strongly agree to customers feel safe
in their transactions with this online service are visually appealing.
10. It is clear that 70% of respondents said price to purchasing grocery and home
related items from online shopping.

SUGGESTIONS

1. It would be better if company will improve the quality of other items so as to

increase customer.

2. If company would Provide different designs and variety customers of Products.

They can and easily gain more no. of Satisfy customers and can easily satisfy
them.

3. They should add some more design it will be better for the company.

CONCLUSION

The study conclude that majority of the customer prefer shopping through other
shopping websites rather than Instakart because of lack in product variety,
quality, which makes the customers more comfortable with other shopping
websites rather than Instakart.

Consider the fact that there are many of middle class, less educated people in
India. Instakart although has many of impact on middle class people but it
should think about less educated people as now only educated peoples are using
the Instakart