Research Scholar

Mr .Avishkar Dhawale (MBA –Marketing Management)

Under the Guidance of

Prof.Dr..Ganesh Pathak
(Assistant Professor-Rajeev Gandhi Business School)
 Introduction
 The aim of the study is to understanding the level of customer satisfaction
towards the services provided by Magnova Manor Realty.
 This study will helps us to get a better picture as what customers perceive
about companies services and their awareness about the same.
 The project incorporates the feedback taken from the customers who have
booked the flats and most of them have taken possession to know their
satisfaction level towards the services provided by the company.
 The primary objective of the project was designed To Study customer
satisfaction level of customer on various parameters of quality and service.
 The sample size of the project was 70 respondents and quota sampling
method was used to collect data.
 The responses were recorded by conducting a survey with the help of a
questionnaire.
 The data collected from the survey has been appropriately analyzed
and has been interpreted in a meaningful way to offer some
suggestions and recommendations on improving performance.
 Objectives of the Study
 To study customer satisfaction level of customer on various
parameters of quality and service.
 To find out the customer expectation from Magnova Realty.
 To suggest ways to enhance customer service expereince.
 To suggest methods to reduce the inefficiencies.
 To analyze customer profile of Magnova Manor Realty.
 COMPANY PROFILE
 Magnova Manor Realty is an organization offering the customers in the
residential and commercial real estate a true value for their money. This
company assists them in making an informed decision by bringing forth an
array of suitable choices to their disposal by partnering with the best-in-
class developers.
 Magnova Realty is established in 2009. It is owned by the Bhumkar
Brothers and others. This company is growing organization and committed
to build affordable houses with high quality and customer satisfaction.
 This company is consisting of six Directors, out of which one is an active
member of CREDIA, Pune. The Directors are having innovative and
creative ideas which help to satisfy today’s needs of clients. They are
constructing independently a host of highly successful and benchmark
projects at different places in Pune.
 Manor is a project launched by the company at Wakad, which is a mix of 2
and 3 Bhk homes and Commercials. The meaning of Manor is Royal Estate.
Thus Manor offers royal homes for those who strive for quality, recuperation
and comfortable living in every party of their live. These homes are a favorite
amongst the IT crowd. The company has successfully sold out the first phase
and the second phase may sold out till December 2017.

 At present company has constructed one phase in which there are two
building are of P plus 11 storied building. It includes 44 homes in each
building. Among the 44 homes there consist 11 3 BHK homes and remaining
32 homes are of 2 BHK and the one is for Refuge area. The second building
is consist of all 44 2 BHK homes.
COMPANIES VISION
Company seeks to become a world class, professional real estate organization
that bridges perfect transactions between the developers and the customers.

COMPANIES MISSION
To bring delight to every stakeholder and build lifelong relationship with
employees, developers, customers and investors.

 COMPANY VALUES

 People First: Company values their employees who in turn treat their
customers like their own family members. Company puts their people first,
nurture them and assist them in giving the customers the best service.
 Integrity: Company delivers all their services with utmost
integrity and transparency. All their dealing bear the seal of
trust and the promise of a brand name promoted via word-of-
mouth by their own customers.

 Leadership: Company cultivate ethos that promote leadership

qualities in our team. Employees are encouraged to share their
views and opinions on matters concerning them and our
organization.

 Excellence: Company strives for excellence in all the services

that they offer to their customers. Excellence in the
organization is manifested by the continuous improvement
through focus on training and nurturing talents.
 Management Problem/ Research
 Customer Satisfaction level after buying flat
 As per presented prior to sale and after the possession
of flat.
 Commitment fulfillment from the Builder.
 Quality of the product including all the materials used
in the flat (Paint, Tiles, Bricks, Switches, etc.)
 To improve customer output in respect of companys
new future project.
 To improve customer satisfaction level and quality .
Statement of Research Problem

According to the research problem statement of research is

study of Customer Satisfaction after buying flat with
special reference to Manor Magnova Realty Wakad Pune.
 Scope of the Study
Geographical Scope
The existing customers of Magnova Manor Realty
Marunji Road, Wakad Pune.
Conceptual Scope
The Study cover customer satisfaction level of
customer after buying flat.
Analytical Scope
Customer satisfaction in respect of Product, Price,
Place, Promotion, People, Process
 Importance of the Study

The project initiate the customer satisfaction level on the

various parameters by which the company may increase
there customer satisfaction level in respect of the quality
improvisation, amenities provided by the builder, legal
difficulties, loan facilities, on time possession, etc.
 Research methodology
Type of Research Design
The Descriptive Research design use for Project
Data Collection Method
Primary data was collected through a structured questionnaire.
The Questionnaire was distributed to Investor
Instruments- Questionnaire is used for data collection
Sampling
 Population - 86
 Sample Size - 70
 Sampling method - Simple random sampling
Data Analysis
Simple Table and Chart use for data analysis
DATA ANALYSIS
 FINDINGS
 Observations for the various services provided by the company were as
under:-
 64% respondents are in age group of 25-40, 29% are 41-60 and 07% are in
61 & above years.
 64% respondents have purchased the flats for their own use and 36% for
investment.
 54% respondents are satisfied and 12% averagely satisfied on the parameter
of content relevance of company communication.
 56% respondents are satisfied and 6% averagely satisfied on the parameter
of understanding company communication.
 57% respondents are satisfied and 16% dissatisfied on the parameters of
timeliness of company communication.
 53% respondents are satisfied and 29% averagely satisfied on the parameter
of financial guidance rendered by the Relationship Manager of the
company.
 70% respondents are satisfied and 20% averagely satisfied on the parameter
of home loan advisory and procurement service delivered by the
Relationship Manager of the company.
 60% respondents are averagely satisfied and 14% dissatisfied on the
parameter of payment reminders after registration by the Relationship
Manager of the company.
 46% respondents are averagely satisfied and 11% dissatisfied on the
parameter of providing amenities by the company.
 50% respondents are averagely satisfied and 19% dissatisfied on the
parameter of completion formalities of the company.
 46% respondents are averagely satisfied and 16% dissatisfied on the
parameter of timeliness in possession of flats by the company.
 47% respondents are satisfied and 6% are dissatisfied on the parameter of
service given after possession.
 50% respondents are extremely satisfied and 14% averagely satisfied on the
parameter of legal assistance & documentation during booking.
 SUGGESTIONS & RECOMENDATIOS
Suggestions for improvement in services provided by the company are
made:
Company Communication
1. Continual update of the images on the website of project would build
confidence of the customer. Therefore it needs to update from time to
time.
2. Important information of the project should be highlighted on the
website, so that it can catch the eye of the customer.
3. It is better to act promptly and answer the queries of the customers.
4. The email containing “Thanks for your visit at our site. Please inform
your decision” should be sent to the prospects with a view to convert
them as customers.
5. For gaining trust and confidence of the customers, avoid false
commitments.
Relationship Manager
1. The proper training should be given to the Relationship Manager in the
area of financial guidance and home loan procurement.
2. The reminder letters for due payments is required to be issued in time,
so that the customer will get time for making arrangement of funds.
Services Delivered by Company
1. The company should provide all amenities as agreed in the Agreement to
avoid negative word of mouth publicity against company.
2. The company should take care at every stages of work to avoid seepage like
issues and inconvenience to the customers.
3. The company should obtain occupation certificate before delivery of
possession of flat being it is mandatory.
4. The company should deliver the possession of flat on committed date to
avoid legal complications.
5. The company should provide services to the expectations and delightfulness
of the customers.
 CONCLUSIONS

 After conducting market research for Magnova Manor

Realty, we came to know different needs of customers, their
experience, suggestions, and responses to the different
queries.

 With this information we can conclude that customers are

somewhat satisfied and in some cases are not satisfied on
the services provided by the company.
The table depicts below mentions the customer satisfaction
level towards their overall experience with the company:-

CUSTOMER SATISFACTION LEVEL PERCENTAGE OF RESPONDENTS

(%)
Extremely satisfied 16.29%
Satisfied 42.71%
Average 32.43%
Dissatisfied 9%
 BIBLIOGRAPHY
Text Books
1. Services Marketing by Mrs. SamitaKher&Mr.PriyadashanPatil
2. Services Marketing by Rampal Gupta
3.A Little Book Of Big Customer Satisfaction Measurement by
AjitRao&Subhash Chandra.
4. Research Methodology by C.R. Kothari
5. Business Research by RakeshBhati.
Some Useful Links for Further Reading
1. https:www.peninsula.co.in, An Annual Report on Industry Overview.
2. https:www.moneycontrol.com, An Article by AnujPuri on Indian Real
Estate.
3. https:www.ukessays.com on present scenario of Real Estate.
4. https:www.moneycontrol.com, An Article by AmanAgarwal on Real Estate.
5. https:www.iitk.ac.in, A report by C.V.R. Muthy on India’s Construction
Industry.
6. https:www.ficci.com, an article on Real Estate Sector Scene Today.
7. https:www.dnb.co.in, Published in Times of India.
8. https:www.myipub.com, An article by BhaweshGujral on India is gaining
Real Estate Investor’s Again.
9. https:www.info.shine.com, Article on Hotels & Hospitality Industry.
THANK YOU