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PREFACE

The topic of my internship project was CONSUMER PERCEPTION TOWARDS COMMON SERVICE CENTRES.Without summer internship , management education is meaningless so long with the theory; trainings are provided to management students to expose them to the actual working environment . Such trainigs provide a framework of knowledge relating to the concepts and practices of the assigned topics in the organization.

The trainings are the integral part of the course curriculum of Masters of Business Administration (M.B.A). In this the student is in the position to analyze the EXTERNAL ENVIRONMENT of an organization with mature eyes and understand the dynamics in a much better manner.

APPROVAL
I have completed this study under the guidance and supervision of Lect. Manish Rajput. I will be failed in my duty if I do not acknowledge the esteemed scholarly guidance, assistance and knowledge. I have received from them towards fruitful and timely completion of this work. Mere acknowledgement may not redeem the debt I owe to my parents for their direct/ indirect support during the entire course of this project.

LECT. MANISH RAJPUT

DECLERATION
I, Gaurav Kumar, student of M.B.A 3rd sem (reg. No. 11006420) in Lovely Professional University; Hereby declare that I have completed my 6 week internship in GNG trading company on the topic titled CONSUMER PERCEPTION TOWARD COMMON SERVICE CENTRE As a part of my course curriculum. The information provided in the report is original and has not been copied from anywhere. This report is not submitted to any other university/Institute for the award of any other degree/ diploma.

GAURAV KUMAR MBA 3RD SEM Reg. Id. 11006420

ACKNOWLEDGEMENT

The completion of this research endeavour would not have been possible without the assistance of so many. I am genuinely thankful to my thesis advisor Mr. Abhishek Raghuwanshi (Project manager) for his support, guidance, encouragement, and enduring patience and I am tremendously grateful for the support, advice, and motivation. My appreciation to Vikram, mayank, Gagan, Anil, Farhaaz, Shashank and Subodh, for your great assistance, with this internship since the beginning; and the everlasting friendship of you guys. Last, and most importantly, my heartfelt thanks to my family, I couldnt have gotten through this without your support, and encouragement. Great big thanks to all My Teachers from my childhood because they made me capable to be here. Who has helped me All you guys brightened my day!

Gaurav Kumar Aug , 2011

Company profile

GNG group started as a small trading house in 1996 as GNG Trading Company Private Limited. The founder of this company is Mr. S.K Agrawal. GNG establishes the rural retail stores through which they provides the g2c and b2c services .These retail stores are called Common Service Centres (CSCs).

Mission Statement
We endeavour towards developing ourselves as an organizational employees, management and achievement. family pillared on values,

Vision
Our vision is to be business organization that is actually and directly affected the lives of masses in one way or other for better men

Part of national e-Governance plan


Company is the part of the ambitious National e-Governance Plan (N e-GP) of the Government of India and are executing some Mission Mode Projects (MMPs) of the Government of India. We have set up and are operating around 2000 centers called CSC (Common Service Center) which are providing direct & indirect employment to more than 4000 rural people and establishes the rural retail stores. Through this project we hope to benefit more than 5 million rural people of the country by bringing services which they require most, closer to them.

The services include various Government to citizen services like utility bill payments, Land Revenue Records, online citizen grievance handling etc. and B2C services like Insurance, mobile recharge, computer education, vocational education, entertainment etc. which are delivered

through our state-of-the-art portal, developed in-house by our team.

Management team and Board of Director

Chairman and Managing Director


Mr. S.K Agrawal

Director
Ms. Neha Agrawal Mr. Gautam Agrawal Mr. Gaurav Agrawal

Executive Director
Mr. Sanjeev Kakkar Mr. R.K Goyal

Technical Director
Mr. T.C Gupta

Financial Advisor
Mr. Sanjay Agrawal

Project manager
Mr. Anil Gupta

Nodal Manager
Mr. Abhishek Raghuvanshi

Competitors in the market

Reliance communication Zoom developers private limited SHRE Infrastructure pvt.ltd CMS computer Ltd. United Telecom service Ltd.

Company programme

Common service centre


Common Service Centre is the new and creative scheme which was launched by the some companies like Reliance communication, Zoom developers private limited,GNG Trading Pvt. Ltd. GNG has already established the 1500 CSCs in Himanchal Pradesh and which is already very successful. And some centre in Haryana and Rajasthan. Common Service Centre is completely different from all other retail stores because they are not providing goods .Its involves in services (g2c &b2c). Before discussing about the CSCs (common service centre), we have to discuss about the egovernance plan because it is a part of e governance. Through e- governance government wants to provide all g2c services through common service centre.

A common service center is a growing sector in rural retail. It is a greater opportunity for the villagers. There are some major players who involve in establishment of a CSCs. State government

Department of Informational Technology (DIT)

State Designated Agency (SDA)

Service center Agency (SCA)

Common Service Centers (CSCs) DIT is the part of state government which launch the e-Governance plan. Which select the State Designated Agency which select, monitor and control the Service Centre Agency Service Centre Agency is the private organizations like GNG Trading company Private Limited.. SCA establishes the Common Service Centers(CSCs) in villages and select the VLEs(village level Entrepreneur) for handling the CSCs.One VLEs handle the one centers.VLEs should be the localized person. For running the CSCs the VLEs must have one computer and internet connection,printer,landline phone. There are some major companies like GNG trading co. pvt.Ltd, ZOOM developers LTD., Reliance communication who involves in common service centre project.GNG who already establishes the 1500 CSCs in Himanchal Pradesh and some CSCs in Rajasthan, Haryana. It is the better opportunity for rural people to get the employment, and to make himself as an entrepreneurship. They have the tie up with state government for providing the all g2c services.

Through CSCs companies can provide g2c and b2c services; G2C services B2c services Electricitybil l PAN card Land record Driving license Government form Mobile recharge DTH recharge General insurance M, Insurances Computer education

Rationale card Others g2c services

speaking course Railway & air tickets

GNG Trading co. pvt.ltd is the growing organization involved in g2c and b2c services and plays the key role in generating employment opportunity in rural areas and making entrepreneur.

My personal experience in GNG trading pvt ltd


I have done my summer internship in GNG trading pvt ltd which provides g2c and b2c services at village level in present. Thus we can say that this is growing organization as a rural retail stores. I have done work on HPCSCs (Himanchal Pradesh Common Service Centres).HPCSC is a big project of GNG group because mostly centres of GNG are established in Himanchal Pradesh and it is very successful. I was engaged in cold calling their VLEs to their problem and rectify their problem. I have done some work on ITI Maharashtra and Rajasthan .Because company wants to their services in this institute through establishing their retail stores . My task was that calling these institute try to know that what are the courses they are providing. I was trying to convince them about company project. I have learnt lot of things related to rural market and e Governance plan. I learnt that what are the facts that attract the rural people. collect

This is the portal of CSCs through which VLEs provide the services to the consumer. Each VLEs have own their username and password which provided by company. There are list of some companies which tapping the rural market through establishing the common service centre. List by SCA - Zoom Developers: Assam, Bihar, Chhattisgarh, Jharkhand, Himachal Pradesh, Manipur, Mizoram, Orissa, Rajasthan - SREI Infrastructure Finance Ltd: Assam, Bihar, Orissa, Tamil Nadu, Uttar Pradesh, West Bengal - CMS Computers Ltd : Andhra Pradesh (Zone 1, 3, 5), Gujarat, Madhya Pradesh, Rajasthan, Uttar Pradesh - Tera Software: Arunachal Pradesh, Himachal Pradesh, Nagaland, Pondicherry - Reliance Communications: Gujarat, Madhya Pradesh, Maharashtra, And Uttarakhand

- AISECT: Chhattisgarh, Madhya Pradesh - SARK Systems: Bihar, Haryana - Basix India Ltd: Meghalaya, Tripura, Orissa - 3i InfoTech: Madhya Pradesh, Tamil Nadu - Alternative for India Development: Jharkhand - Infrastructure Leasing and Financial Services Ltd: Sikkim - United Telecom Services Ltd: Jharkhand: Jammu & Kashmir - J&K Bank LimitedNICT: Madhya Pradesh - SPANCO Telesystems & Solutions: Maharashtra - Times (NGO): Andhra Pradesh List by State Andhra Pradesh - CMS Computers Ltd (Zone 1, 3, 5) - Times (NGO) (Zone 6) Arunachal Pradesh - Tera Software Ltd. Assam - SREI Infrastructure Finance Ltd. + WIPRO Ltd. - Zoom Developers Ltd. Bihar - Zoom Developers Ltd. - SARK Systems Jaipuria Group - SREI Infrastructure Finance Ltd. + Wipro Chhattisgarh - AISECT - Zoom Developers Ltd.

Gujarat - CMS Computers Ltd. - Reliance Communications Ltd. Haryana - SARK Systems Jaipuria Group,GNG Himachal Pradesh - GNG group - Zoom Developers Ltd. Jammu & Kashmir - J&K Bank Limited. Jharkhand - Zoom Developers Ltd. - United Telecom Services Ltd - Alternative for India Development Madhya Pradesh - 3i InfoTech Ltd. - AISECT - Reliance Communications Ltd. - CMS Computers Ltd. - NICT, an NGO + Writers & Publishers Ltd. GNG group Maharashtra - SPANCO Tele systems & Solutions Ltd. - CMS Computers Ltd. - Reliance Communications Ltd. Manipur - Zoom Developers Pvt. Ltd.

Meghalaya - Basix India Ltd Mizoram - Zoom Developers Pvt. Ltd. Nagaland - Tera Software Ltd. Orissa - Basix India Ltd. - Zoom Developers Ltd. - SREI Infrastructure Finance Ltd. Puducherry - Tera Software Ltd. Rajasthan - CMS Computers Ltd. - Zoom Developers Ltd. Sikkim - Infrastructure Leasing and Financial Services Ltd Tamil Nadu - 3i InfoTech Ltd. - SREI Infrastructure Finance Ltd. Tripura - Basix India Ltd. Uttar Pradesh - CMS Computers Ltd. - SREI Infrastructure Finance Ltd. + Wipro Uttarakhand - Reliance Communications Ltd.

West Bengal - SREI Infrastructure Finance Ltd. + WIPRO List by SCA - Zoom Developers: Assam, Bihar, Chhatisgarh, Jharkhand, Himachal Pradesh, Manipur, Mizoram, Orissa, Rajasthan - SREI Infrastructure Finance Ltd: Assam, Bihar, Orissa, Tamil Nadu, Uttar Pradesh, West Bengal - CMS Computers Ltd : Andhra Pradesh (Zone 1, 3, 5), Gujarat, Madhya Pradesh, Rajashthan, Uttar Pradesh - GNG group: Arunachal Pradesh, Himachal Pradesh, Nagaland, Pondicherry - Reliance Communications: Gujarat, Madhya Pradesh, Maharashtra, And Uttarakhand - AISECT: Chhattisgarh, Madhya Pradesh - SARK Systems: Bihar, Haryana - Basix India Ltd: Meghalaya, Tripura, Orissa - 3i Infotech: Madhya Pradesh, Tamil Nadu - Alternative for India Development: Jharkhand - Infrastructure Leasing and Financial Services Ltd: Sikkim - United Telecom Services Ltd: Jharkhand - J&K Bank Limited: Jammu & Kashmir - NICT: Madhya Pradesh - SPANCO Telesystems & Solutions: Maharashtra - Times (NGO): Andhra Pradesh

RESEARCH OBJECTIVES: -

The study has been focused around the following objectives:


1) 2) 3)

To know the technical knowledge of Delhi retailer. To know the general awareness level of Delhi retailer regarding CSC. To know their perception toward CSC portal. To suggest various factors to increase sales.

4)

Need for the Study

The need of study has aroused by seeing the importance of new technology . Previously people used to buy the tickets and other b2c and g2c services through different places but with through csc they can easy get all these at one place. This is the most convenience way to get all these services but the problem arouse because most of the retailer are not aware of this software . And during my internship programme company has assigned me the task to know the retailer perception and knowledge about csc.

RESEARCH METHODOLOGY

It is well known fact that the most important step in research process is to define problem. Choose for investigation because a problem well defined is half solved. This is the reason that at most care was taken while defining various parameters of the problem.

DATA SOURCE
Research include gathering both primary and secondary data. Primary Data : - primary data are originated by a researcher for the specific problem at hand. Primary data the first hand data, Primary data is crucial to know various customers and past consumer views about laptops and to calculate the market share of this brand in regards to other Brands. Secondary data : - secondary data are those which have been collected by some one else and which already has been taken from internet , newspaper, magazines and companies web sites.

RESEARCH APPROACH
The research approach used survey method which is widely used method for data collection and best suited for descriptive type of research survey includes research instrument like questionnaire which can be structured and unstructured. Target population is well defined and various methods like personal interviews and telephone interviews are employed.

RSEARCH DESIGN : DESCRIPTIVE


Descriptive studies are well- structured, they tend to be rigid and its approach cannot be changed every now and then. Descriptive studies can be divided into two broad categories. Cross sectional Longitudinal

Desriptive studies are undertaken under many circumstances : When the researcher is interested in knowing the characteristic of certain groups such as age, educational level, occupation or income. When the researcher is interested in knowing the proportion of people in a given population who have behaved in a particular manner, making projections of certain thing. Or when he wants to determine the relationship between two or more variables.

The objective of this kind of study is to answer the who, what, when, and how, of the subject under consideration. I will be taking DESCRIPTIVE because my research includes knowing the perception of customer toward csc, i will be working on to know how people respond to csc.

SAMPLING TECHNIQUE
Selective sampling:
those selected people. A

- selective sampling as the name implies is based on some Surveys based on such a sample of respondents are not

selective respondent. My research include to visit some selective retailers and interview all representative of population. It is not possible in convenient sampling to know the representativeness of the selected samples. I will be choosing selective sampling because I have select respondent from delhi which includes recharge shop, caf, and computer institute..

Universe/Population of study:
Population- Respondents of delhi Sample Size -30 Respondents Sample Design selective sampling. The survey has been done in a selective way by visiting nearby recharge shops, cyber cafe and computer institute. Data Analysis Analysis was done using Percentage and Weighted average method. Percentage MethodHere, the frequency of selecting a particular option is divided by number of respondents and multiplied by 100 as follows: Percentage= (f/N)*100 Where, f= frequency of selection of a particular option N= number of respondents

Weighted average method:


In this method, specific weights have been predetermined and allotted on the basis of statements on likert scale (For e.g.) 5= strongly agreed 4= agreed 3= neither agree not disagree 2= disagree 1= strongly disagree Then, these weights have been multiplied by frequency of respondents considering a particular point on the likert scale and the summation of such products for all the statements is divided by number of statements as follows: WAS = [{fW}/N] Where, F= number of respondents giving a particular rating to a statement W= weights assigned to different ratings (e.g. 5, 41) N= total number of respondents

LIMITATIONS OF THE STUDY:

1. The sample size taken is small and may not be sufficient to predict the results accurately

and hence the findings may not be generalized on the basis of the behaviour of the respondents only in delhi city.
2. The present study is based on various recharge shop, cyber cafe, computer institutes in

city and hence results cannot be applicable to other parts of the country. 3. Results are based on the data collected and hence researcher is not responsible for wrong inferences which may be due to wrong filling of questionnaires or wrong understanding of subject about questionnaire. Despite these difficulties, i had tried my best effort to give a true picture of consumers preferences for modern retail formats

TYPE OF QUESTIONS

OPEN-ENDED: They give the respondents complete freedom to decide the form, length and detail of the answer. Open questions are preferred when the researcher is interested in knowing what is uppermost in the mind of the respondent. DICHOTOMOUS: These questions have only two answers in the form of yes or no, true or false etc. MULTIPLE CHOICE QUESTIONS: In the case of multiple choice questions, the respondent is offered two or more choices. The researcher exhausts all the possible choices and the respondent has to indicate which one is applicable in his case.

DATA ANALYSIS AND FINDINGS

The findings emerging from the study are given as below: Profile of the respondents: 1. Age Wise Distribution of Respondents: Age Group 15 25 years 25 35years 35 45years 45 and above Percentage of respondents 60 20 13 7

The table reveals that out of 30 respondents, majority of them (60%) were in the age group of 1525 years followed by age group of 25-35 years (20%). While 13% respondent was in the age group of 35-45yrs and 7% in above category.

2. Annual Income Wise Distribution of Respondents:

Income 10,000 to 20,000 20,000 to 30,000 30,000 to 40,000 Above 40,000

Percentage of respondents 40 30 20 10

The table indicates that respondents that belong to the 10,000 to 20,000 category account for 40% whereas 30% fall in (20,000 to 30,000) category, followed closely by (30,000 to 40,000 and up to 40,000) categories with 20% and 10% respondents respectively.

3. Qualification Wise Distribution of Respondents: Education 10 +12 Graduate Post graduate Percentage of respondents 50 20 20 10

The table shows that 50% of the respondents were 10th passed whereas 20% of them were +2 pass, followed by 20% and 10% from graduation and post graduation categories respectively.

4. Occupation Wise Distribution of Respondents: Occupation Percentage of respondents

Cyber caf Recharge shop Computer institutes Others

15 70 10 5

The table indicates that respondents belong to the cyber caf are 15% , recharge shops are 70%,,computer institutes are 10% and others are 10% .it means most of the recharge shopkeeper were interested in CSCs.

1. The Respondents were asked do they have computer knowledge. The responses in this regard are given in table no.1 as well as figure no.1: Table No.1-

(a) Yes (b) No

90 10

Figure 1:

no 10%

yes 90%

yes

no

From the figure it becomes clear that majority of the respondents (90%) have knowledge how to operate the computer which means to give them proper training to operate csc will be easy and rest 10% of the respondent dont have computer knowledge.

2. The Respondents were Further asked do they have portal.

The responses are as follows: Table No.2-

(a) Yes (b) No

33 67

Figure 2:

yes 33%

No 67%

yes

no

From the table it is clearly seen that 30% of respondents have portal and rest of 70% dont have any portal that can be beneficial for our company because we can influence them to buy our portal.

3. If yes than which companys portal they have? Data for the above question is presented in Table no.3: Table No.3

(a) Reliance (b) Zoom

20% 50% 10% 10% 10%

(c) CMS (d) GNG


(e) Other

Figure 3:

From the data collected I have found that 50% of the respondent who are having portal uses zoom companys portals. And 20% of the respondents are reliance customers and 10% respectively for cms, gng and other.

4.Do you know how to operate portal. Further the respondents were asked, as do they know how to operate portal. The responses are shown in Table No.4:

Table No.4(a) yes (b) no 100% 0%

Figure 4:

From the table it is evident that, every respondent who have portal know how to operate them that shows population of delhi operate portal by their ownself.. 5) if you are having csc than what factors motivates you most to buy csc portal?

The responses are shown in Table No.5: Table No.5-

Brand name Cost Availability Ease of use Reliability Proper training

100% 100% 100% 0 0 0

Figure: 5

6. Which factor do you think are most important to buy a portal? Using 5 point scale and assigning weights from 5 to 1...5, 4,3,2,1 where 5 stand for the highest related to the factor and 1 stands for the least, the weighted average score has been calculated for each factor. The responses are given in Table No.10:

Table No: 10 S.No. A B C D E F Factors Price Ease of use Availability Training After sale services Services Mean Sore 4.42 4.13 3.14 2.82 3.55 3.72

From the table it is clear that, factor A i.e. Price (4.42), is the main factor that encourage the respondents to buy portal. Ease of use (4.13) is the second most important factor that encourages to purchase. Whereas the lowest mean score in this regard goes to factor d (2.82), meaning that the factor is least responsible for encouraging respondents to buy portal.

SUMMARY

The objective of this study was to know the consumer perception toward csc, and how much they are aware about the csc and to know the potential consumer of gng. For the above purpose, a survey has been conducted with help of a structured questionnaire administered to 30 respondents in delhi city. The sample was taken by selective sampling sampling.

Findings of the study:

It was found that majority of the delhi retail stores have computer access. These consumers

majority in the age group of 15-25 have portal and rest of them are more than the age group of 25. This trend can be seen as an opportunity to make them as an potential consumer.
It was also found that people in delhi city are using portal for the purpose of recharge and

railway booking is also much popular in delhi citys retailers.


An important finding was that retailer in delhi are not aware of portals benefit. on basis of my

data collected I have found that 70% of the retailers are our potential consumer and with a little influence we can make them as our customers.

Conclusion:

After my study I have found that most of people in delhi have not buy portal device because they are not aware of it and its benefit if they will got to know the benefits of the portal device they will definitely go for the purchase of this device. And I have also find that the consumer who are having the portal device majority of them are using that device only for recharge purposes and some of them are not aware of other benefits of these devices and if we will make them clear about all the benefits then most of the delhis potential consumer can be our customers.

QUESTIONNAIRE

CONSUMERPERCEPTION TOWARD CSC


1) Do you have computer knowledge? a) Yes

b)No 2)do you have any portal? a) Yes b)No 3)if yes then which companys portal do you have? a) reliance b)cms computer ltd c) zoom d) GNG

e) Other specify.. 4) Do know how to operate portal? a) Yes b)No

5)if you are having csc than what factors motivates you most to buy csc portal? (mark any three)

Factors Brand name Cost Availability Ease of use Reliability

Proper training

5)

Which factor do you think are most important to buy a portal? (mark your satisfaction level on following)

Statement Price Ease of use Availability Services After sale services Training

Strongly agree

Agree Neutral

Disagree Strongly disagree

7)For what purpose you are using portal? ,.. .. . .. PERSONAL INFORMATION Name: Address:

Mobile number: Age: 15-25 25-35 35-45 45 & above

Monthly Income: 10,000 to 20,000 30,000 to 40,000 20000-30000 40,000 to 50,000

Education: 10th Graduate 12th Post graduate None.

Occupation: Cyber cafe Computer institute Other.. recharge shop

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