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

1.1 REVIEW OF LITERATURE

Through the use of negative disconfirmation and setting aside negative cognitive bias,
Mattson(1992) argued for a formal value approach to service quality as a
satisfaction process thatincorporates and matches value-based constructs of ideal
standard and experienced outcome. According to research conducted by Macaulay and
Cook (1994), who used the SERVQUALinstrument to compare patients' expectations
and perceptions of the quality of care they received at Anderson Cancer Centre,
patients have major concerns about the length of their wait times and the accuracy of
their bills. Even yet, we find that there are two extremes of service quality within the
sample clinics, and we attribute this discrepancy not to variations inperceptions but to
disparities in patients' expectations of service quality. The company's assessment of
the quality of its services may be profoundly affected by customers' expectations.
Research by Stuart and Tax (1996) shows that service providers seldom invest in
excellent planning. Profits are cut due to the "cycle of service failures" that includes poor
service qualityand its planning, and an examination of quality planning techniques or
quality functiondeployment suggests improvements that would avoid service failures.
Using the front deskoperations at a hotel as an example, the study also demonstrates the
potential for the quality function deployment process as an effective tool at both the
strategic planning level and the tactical level. In the service industry, quality may mean
different things to different people.
Quality is still seen to be crucial in attracting and keeping customers.

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

SCOPE OF THE STUDY

The present study empirically investigates the service quality in e-services or
online services. In this purpose data was collected from the customer’s feedback on the
after purchaseof products.
The study will be as a practical guideline for the online services management
industries. The outcome of this study develop the service quality of the e-services and
online services. In order to meet with the customer needs and satisfaction. If the result
showed the high score.
If the result showed the low score, service owner would improve the service
quality andarrange program.

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
 comfortablebuying from an individual you don’t know.
2. It is clear that 50% of respondents said disagree to believe that online shopping
is costeffective and time effective.
3. It is clear that 50% of respondents said disagree to product purchased through
onlinedelivered on time.
4. It is clear that 80% of respondents said agree to online shopping willingly
handlesreturns 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 onthe 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
personalinformation is kept confidential when buying Product online.
9. It is clear that 80% of respondents said strongly agree to customers feel safe
in theirtransactions with this online service are visually appealing.
10. It is clear that 70% of respondents said price to purchasing grocery and home
relateditems from online shopping.

SUGGESTIONS

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

increasecustomer.

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

Theycan 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 thanInstakart.

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