Study on Customer satisfaction of online magazines

Submitted by:- Ankit Patnaik Guided by:-Mrs.Shilpi Gupta

Enrollment no:-A808301920046 Professor, ABS

MBA 3rd Semester
TABLE OF CONTENTS

● Introduction
TABLE OF CONTENTS
● Objective of the Study
● Scope of the Study
● Company Profile
● Literature Review
● Research Methodology
● Limitations of the Study
● Findings & Data Analysis of the Study
● Conclusion
 Introduction

Customer satisfaction emphasise the comparison of what customers want, either in the form of
goals or wishes, with what they get, and depend solely on the subjective evaluation of the
customer.

Consumer satisfaction is defined as pleasurable fulfillment.That is the consumer senses that

consumption fulfils some need, desire, goal, or so forth and that this fulfillment is pleasurable.
 What is Customer Satisfaction?

Customer satisfaction is defined as a measurement that determines how happy customers are with a
company’s products, services, and capabilities. Customer satisfaction information, including surveys and
ratings, can help a company determine how to best improve or changes its products and services.
 Reason to survey customers?

1) Customer loyalty- what they like about you and what they dislike. Knowing, what keeps
them coming back repeatedly is the secret toy our success.

2) Customer Satisfaction- Satisfied customer are those who do not have outstanding negative
issues concerning you on their mind. always been perfect. Sometimes things may not have
gone all right.
 Objectives of the Study

1) To Satisfying our customer is an essential element to staying in business in this modern

world of global competition.

2) To all enquires will be respondent to same day are received.

3) Customer satisfaction is therefore a primary goal of process improvement programs.

4) To supply quality products at competitive prices.

5) To study identify the new segment of potential Customers (In Print Media Industry).
 Scope of the study

● The study deals with Online magazines in focus and the various segments.
● By using this project, the company may find some remedy in its marketing research and can also

find the behaviors of customers on their different types of subscribers of online magazines.
● The study then goes on to evaluate and analyze the findings so as to present a clear picture of
trends in the magazine sector getting in the online mode.
 Company Profile

Industry overview of Print media Industry

India has a vast array of Print Media with Thousands of Magazines and Newspapers in circulation. Top Notch
Journalism, great reporting, press unity and a very strong network is what makes Print Media so much of a success
even today in the age of Television and the Internet. It is also said that Print Media also helped literacy and
undoubtedly the General Knowledge of the average person in India.

The Indian print media industry is expected to grow by 9.6 per cent over the period 2010-15. The print industry is expected
to grow from Rs 128 bn in 2006 to Rs 232 bn by 2011, at 12.6% CAGR. While the newspaper industry is estimated at Rs
112 bn, the magazine segment is valued at Rs 16 bn. The newspaper industry is also projected to perform well for the next
five years growing at a CAGR of 10.1 per cent according to a report.
 Outlook Group

In October 1995, Outlook group company entered the print media. Outlook, a weekly news magazine headed by
Lt.Vinod Mehta, galvanized a sluggish market reeling under the impact of satellite TV. Outlook has been famous for
many of it's sensational stories like the "Kargil Bungle" and the "Match Fixing controversy" but many view its editorial
tilt as being against the right like the RSS , often highlighting opposing sections in negative light.

Currently it has several magazines like Outlook Business, Outlook Money, Outlook Traveler, Outlook Weekly, Outlook
Hindi, and Outlook Luxury Traveller.

Highlights-: 1)Total Turnover: Over Rs. 86 billion ($ 2.1 billion)

2)Total Employees-19000
 Vision and Mission

Vision:-

A) The hard copy of this magazine is circulated among 425000 people in India and in total there are 4 million readers of
outlook magazines (print digital).

B) Outlook Publishing Pvt. Ltd one of the part of “ RAJAN RAHEJA GROUP” holds its 6th position in the top 10
Magazines rating.

Mission:-
A) Develop mutually beneficial relationships with our business partners.
B) To be a premium global conglomerate with a clear focus on the business.
 Literature Review

The issue of Customer loyalty has been extensively analyzed and researched. However, there is very limited
research on consumer loyalty through free membership.Subscription to a magazine, which actually means
consumer loyalty,is a very important factor that can determine the magazine’s marketing policies.

● Few Articles and Researches is being discussed below considered for this Literature Overview:-

These Article states that the customer satisfaction is delineated as the consumer’s evaluation that products or services meet
or fall to meet the customer’s expectations (Oliver and Swan1989; Yi 1991).

Mosteller, Donthu, and Eroglu (2014) recognized the significance of online experience by recommending that further
examination is expected to look at the impact of key factors on online customer experience.
According to Dick and Basu (1994) and also Oliver (1999), customer loyalty starts from a habit that may sometimes develop
into a relationship with a brand. Customer loyalty is manifested in a certain behavior, such as subscription, and is formed by
personal characteristics, situations and occasional circumstances.

According to McAlexander et al., (1994) have found that patient satisfaction and the quality of services received have a
positive impact, and in the long run, bring the customer back to the same organization.
 Research Methodology

Research Methodology is the specific procedures or techniques used to identify, select process and analyse information
about our project. In this project the methodology section allows the reader to critically evaluate a study's overall
validity and reliability.

Survey is based on Customer satisfaction of Online magazine.

On certain parameters we designed a questionnaire related to the relationship between magazine subscription customer
satisfaction and the magazines’ content quality.

1) Which type of medium Customers prefer to get news from?

2) How much time to get spend read the magazine in a day?

 Conti…..

Collection of Data- The survey was conducted between August and September 2021, in the form of personal interviews.

Primary data - collect primary data, survey method was followed in which a structured questionnaire was designed
including both open and close ended questions.

Secondary data - A review of literature was studied online, and several research papers were also consulted. To formulate
designs of the posters and collect pictures internet was the main source.

Sample size- Till now 80 responses are already collected for the Research. This refers to the number of items to be selected
from the total population to constitute the sample.
 Limitation of Study

1) Sometimes magazines do not reach on time.

2) Availaibality of Secondary data is very difficult.

3) Few of the previous clients were not satisfied so five out 10 clients where demanding for renewal.
 Findings And Data Analysis

1) Analysis of data is therefore done by the use of statically distribution, construction of diagram and calculating
sample measures like percentage and ranking, which lead to finding and suggestions.
2) Out of 64 ,42.2% is Male and 57.8% is Female respondent in the Population.
3) Customer care executive assist customers those who face difficulties while subscription and delivery.
4) For this Industry questionnaire is filled by maximum number of respondents.
5) Maximum number of Respondents like the cover page they give feedback that it is very eye catchy and attractive.
 Conclusion

1) The majority of non-subscriber has not actively rejected subscribing, but simply need more convincing.
2) Moreover it was concluded that there are a lot of potential subscribers who need just a little extra something to
make them subscribe.
3) Effective complaint handling returns disgusted customers from the brink of dissatisfaction to post-complaint
satisfaction which often elicit loyalty behaviours from customers.
4) Through out Studies and analysis the Conflict resolution, customer satisfaction trust and commitment which
enhance relationship quality.It states that firm or any organisation strive to make the customer satisfies beginning to
end so, it would be always preferable.