Post on 07-Apr-2018
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ACKNOWLEDGEMENT
I wish to express my sincere thanks to Prof. N.K. Kapoor
(director), P arul Institute of Management, college of management studies
for giving me permission to do project work at Indian Express, Vadodara.
I also express my sincere gratitude to Mr. Anirudha Tambe , who
inspired me during my extensive research in this area and extended his
constructive guidance and constant supervision which is of immense help
to me in the successful completion of the study.
I am very much grateful to Mr. Mahesh Patel (Deputy Manager), Mr.
Virendra Gaekwad and Mr. Pintu Dodia (Circulation Manager) , Indian
Express, Vadodara for giving me opportunity to do project work at Indian
Express.
Words would never be adequate to express my gratitude to my
parents and friends because whatever I am and whatever I do is a result of
their perseverance in molding me.
P lace: Vadodara
Date: ANIL KUMAR MOHANTA
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DECLARATION
I, Anil Kumar Mohanta, hereby declare that the report on Summer Training andproject work entitled A STUDY ON CUSTOMER SATISFACTION with specialreference to THE INDIAN EX P RESS, VADODARA is a result of my own workand my indebtedness to other work publications, if any, have been dulyacknowledged.
P lace: Vadodara
Date: 04/07/2011 Anil Kumar Mohanta
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CHAPTER 1I N TROD U CTIO N
y Introduction to newspapersy Origin of newspapersy
Importance of news papersy N eed for the study y Scope of the study y Present scenario of the newspaper
industry y Limitations
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INTRODUCTION
Communication and transportation has made the earth a very small
planet to live in. The process of social change produced societies that are highly
dependent on mass communication. It is natural that mass communication is
possible only through mass media. Newspaper is one among the mass media
available and probably the most distinct and important achievement for the
society. The newspaper acts as the agency of information and education. It is
also an instrument of democracy.
The role of newspaper during the independence struggle was significant.
The newspaper has not lost its importance with the rapid development of the
other media which can be seen from the increasing circulation if various
newspapers. Newspapers have become the food for upgrading knowledge.Overcoming fear and gaining information about current affairs around the world
nation, region etc. This is the same for a student, business man, government or
private employee or a housewife who has the important task if educating and
bringing up tomorrows citizens of the world.
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THE ORIGIN OF NEWSPAPERS IN INDIA
The history of newspapers is an often-dramatic chapter of the human
experience going back some centuries. In Renaissance Europe handwritten
newsletters circulated privately among merchants, passing along information
about everything from wars and economic conditions to social customs and
"human interest" features. The first printed forerunners of the newspaper
appeared in Germany in the late 1400's in the form of news pamphlets or
broadsides, often highly sensationalized in content. Some of the most famous of
these report the atrocities against Germans in Transylvania perpetrated by a
sadistic veovod named Vlad Tsepes Drakul, who became the Count Dracula of
later folklore.
Compared to many other developing countries, the Indian press has flourished
since independence and exercises a large degree of independence. Many of
India's great English-language newspapers and some of its Indian-language
press were begun during the nineteenth century.
The Indian press has experienced impressive growth since independence. In
1950 there were 214 daily newspapers, with forty-four in English and the rest in
Indian languages. By 1990, the number of daily newspapers had grown to 2,856,
with 209 in English and 2,647 in indigenous languages. The expansion of literacy
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and the spread of consumerism during the 1980s fuelled the rapid growth of
news weeklies and other periodicals.
By 1993 India had 35,595 newspapers--of which 3,805 were dailies--and other
periodicals. Although the majority of publications are in indigenous languages,the English-language press, which has widespread appeal to the expanding
middle class, has a wide multicity circulation throughout India.
There are four major publishing groups in India, each of which controls
national and regional English-language and vernacular publications. They are the
Times of India Group, the Indian Express Group, the Hindustan Times Group,
and the Anandabazar P atrika Group. The Times of India is India's largest
English-language daily, with a circulation of 17,00,000, published in six cities.
The Indian Express, with a daily circulation of 15,19,000, is published in
seventeen cities. There also are seven other daily newspapers with circulations
of between 134,000 and 477,000, all in English and all competitive with one
another.
In our time, radio and television have gradually supplanted newspapers as
the nation's primary information sources, so it may be difficult initially to
appreciate the role that newspapers have played in our history.
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IMPORTANCE OF NEWSPAPERS
y The news and features are recorded on the newspaper. So they can be
accessed whenever necessary and can be discussed elaborately.
y Newspapers reach remote areas where the other media is not accessible.
y The local news and information locally can cover more properly in the
news papers.
y
The items like application formats, examinations results etc. can be givenonly through the newspapers.
y Newspapers are the cheapest medium for advertisers to reach a large
number of people.
y The newspaper can be expended in terms of pages to accommodate more
news, give extra supplements and other feature.
y The newspaper can give news, information and advertisements at the
same time on the same page. This enables different people to access
different item or features at the same time.
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PRESENT SCENARIO OF NEWSPAPER INDUSTRY
The industry has achieved a point where the public feels that newspaper is
must for the society and the welfare of the society and not for profits. The
industry is affected by two main sections. The government and its working and
paper industry through which it gets the necessary input resources i.e. the
newsprint. The Government controls the price and quota of newsprint given to
the respective newspaper organizations.
The competition both from other players in the market but also from the
other media. The economic and social factors that affect the industry are the
literacy rate, the per capita income, the average time spent on reading, attitude of
the public about particular newspaper. In the present day the industry is at a very
slow growth with the individual organizations reaching maturity in their business
life cycles. The newsprint produced in the country is costlier because of which
most of newsprint is imported. Hence an increase or decrease in the import tariffs
would also affect the newspaper industry.
In order to study the present scenario of the The Indian Express the
activities of production, Finance, Human Resource and Marketing have been
considered.
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PRODUCTION PROCESS:
The production of the newspaper is carried out at the greatest speed when
all production stops at the most of the other industries. The hectic activity starts
at about 9:30 P M and ends at 3:30 AM, Coordination play an important role in the
newspaper industry. The various departments that co-ordinate in bringing out the
product are as follows:
FINANCE DEPARTMENT:
There are not much of activities with respect to finance that takes place. In
the various units spread out in the state most of the decisions the executive who
reside at the corporate. The Indian Express at Vadodara was set up by the
corporate officer with all its structure and its printing unit was established at
Ahemdabad. The price of the newspaper is less than the cost of its production.
This gap is filled in from the revenue that the organization gets in the form of
advertisements.
The agents collect the actual circulation revenue and submit to the
marketing department. In turn it is passed over to the accounts department.
Billing activities are carried out by the marketing department. Since the inflow of
advertisements is seasonal and the profits are calculated yearly.
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HUMAN RESOURCE:
Indian Express unit at Vadodara has a work force of 14 of which 6 of them
are in management levels. The regular working staff is divided into clerical,
marketing and editing staff. The general working hours for the clerical staff is
9:30 AM to 5:00 P M. The editorial staff start their work at about 6:30 P M and
finishes at about 3:00 AM the next day.
The sales organization is headed by the sales manager (marketing). Under him are the circulation inspectors. They are two in number one sales officers.
They are followed by the field sales promoters. The sales promoters are both
permanent and temporary. There are about 10 sales promoters. The sales
promoters work in teams. The average working hours per day is 8 hours. The
sales promoters are two in number one as sales officer and other as asst. sales
officer, they are followed.
MARKETING DEPARTMENT:
In this department they mainly concentrate on the Marketing Mix like the
P roduct, P rice, P lace and P romotion.
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PRODUCT:
The product from the newspaper industry is the newspaper which in itself
carries features like news, information, advertisements and entertainment. Each
paper covers these four important aspects in varying proportions. The Indian
Express at Vadodara does not publish English newspaper but its production
house is at Ahmadabad.
PRICE:
The sales of any product are based on price compared to other factors it
plays a major role in buying a product.
The prices were reduced in paper industry in Oct 2000 when will India
reduced its price to Rs. 1.50p with this all English newspapers, in the industry
were forced to cut down their prices in order to survive in the competition.
Even though the prices were reduced all the papers were maintaining the
same number of pages and supplements for the same reduced price. With the
reduction in prices all the papers circulation has also increased tremendously.
When compared with last two decades, readership percentage increases
abnormally. Even though the company had spent lots of money on publicityearlier, growth percentage increased just above 10%. After the price slash, even
without publicity, the market has seen a tremendous growth rate in its circulation.
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In 1980 the price of the paper in weekdays was Rs.0.30p and for Sunday it
is Rs.0.40p. In Jan 2000, price of the paper in weekdays is Rs.1.00 and for
Sundays it is Rs2.50. From March 2006 these prices are increased to Rs.2.50 for
weekdays and 3.00 for Sunday.
After the reduction of price by Times of India, Indian Express this is also
found in the survey that the circulation of the paper has increased because
readers were subscribing only one paper before the press cut. After reducing the
price people are subscribing for more than one paper.
At present the price of week days Indian Express is Rs. 3 and Rs. 5 for Sunday
newspaper.
PROMOTION:
Newspaper is a media that promotes other business. Naturally it does notfor excessive promotion of itself. Indian Express Vadodara, promotion is done by
marker into urban and rural semi-urban, market the sponsorship. In the rural
areas the slides are used which are show in the theatres. The use of stockers are
painting is also used for promotion.
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CLASSIFICATION OF NEWSPAPER:
Newspapers can be defined as a tangible media that is used in mass
communication through which the receiver is made aware of the latest news,
information and the related topic perceived as important by the editorial
personnel of the newspaper. The newspapers can be classified on the basis of
ownership, on the basis of circulation, on the basis of frequency of editions, on
the basis of subjects dealt.
On the basis of Ownership:
Chains: More than one newspaper under common ownership from more than onecommon centre. Examples Indian Express.
Groups: More than one news papers under common ownership from same centre.
MultipleUnits: More than one news paper having the same title, language and periodicityand under common ownership. Example THE HINDU.
On the Basis of Circulation:
Big Newspaper: Newspaper with a circulation of more than 50,000 copies per
publishing day from centre.
Medium Newspapers: Newspapers with a circulation of more than 15,000 copies
and less than 50,000copies per day.
Small Newspaper: Newspapers with a circulation of less than 15,000 copies.
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On the basis of Ownership:
L ocal News
P apers:
News papers that generally give news about the
happening locally. Ex: Vadodara Reporter.
Regional News
P apers:
News papers that give news mostly at the state level Ex:
Gujarat Samachar. Reporter.
Regional News
P apers:
News papers that give news regionally and also from all
over the country Ex: THE INDIAN EX P RESS.
On the basis of frequency of editions:
Daily : A news paper appearing at least four times a week.
Weekly : A news paper being published once in a week.
On the basis of subjects dealt :
General: News papers that deal with the news from all corners cater to all
sections of the society, provide information etc. Ex. THE TIMES OF INDIA, THE
INDIAN EX P RESS.
Business: News papers that generally are mostly give importance the news from
the business environment Ex: Economic Times, Business line, Financial express.
Political: News papers that generally are run by individual for their political
interest.
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LIMITATIONS OF NEWS PAPERS
y The market has to be literate and able to understand difficult sentences.
y The subscription is a regular expense i.e. the customer has to pay for
every month.
y The time of delivery and its value becomes less as the day goes by.
y The price of the newspaper is less than the cost of production.
y Hot news cannot be given immediately and the readers have to wait till the
next morning.
y Effort has to be put in by the reader to read the news paper.
y The newspaper is geographically oriented.
y Journalism is not literature and is short lived.
y The interference of the press into the private lives of individuals, both high
and low is criticized.
y In places where here is no freedom of press the newspapers becomes
mere tools of the government.
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CHAPTER - 2COMPA NY PROFILE OF THE I N DIAN EXPRESS
o Organisation chart of The Indian Expresso Vision and mission of The Indian Expresso The Indian Express salient featureso Industry structure of The Indian Express Achievements
and awards of The Indian Express
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INDUSTRY VISION STATEMENT
Newspapers serve our democratic society by vigilantly protecting the
peoples right to know. Newspapers are leaders in providing news, editorial
comment, information and advertising. Newspapers will remain vital and sustain
their vigilance by Investing energy and resources to strengthen their value to
readers and advertisers Continuing to be the most comprehensive source of
gathering, organizing and presenting news and information P ioneering
businesses that anticipate and meet the changing needs and desires of
consumers and marketers Attracting, retaining and advancing a talented, creative
and diverse workforce.
VISION STATEMENT OF THE INDIAN EXPRESS:
Create a Vibrant organisation
P erfect the functioning of all the parts
Focus on the success of the whole company
Release the enthusiasm of our people
Tune-in to the live ends of the evolving society
Convert every challenge into an opportunity
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MISSION STATEMENT:
Readers Friendly
Trade P artners Friendly
Employees Friendly
Systems Friendly
Employees Family Friendly
Society Friendly
SALIENT FEATURES
PRODUCT PORTFOLIO :
1. Focused News
2. All Muscle, No Fat
3. Bold but not brash
4. Analytical
5. Always Investigative
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STRATEGIC GROWTH INITIATIVES (S.G.I) VALUES:
1. Cleanliness & Orderliness
2. Speed & P unctuality
3. Communication & Co-ordination
4. P roduct Quality
5. Cost saving
6. Soft speech
7. Streamline systems
8. Customer Satisfaction
9. P roductivity & Development of Employees
10. Maintenance & Maximum utilization of equipment
SALES MANAGEMENT INFORMATION SYSTEM (SMIS):
OBJECTIVES:
1. Activities
2. Measurement of the Activities
3. Market Intelligence
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4. Identification of P roblems
5. Feedback on P erformance
6. Identification of P otential Segments
7. Decision Makings
AREAS COVERD UNDER SMIS:
1. Reporting
2. Agency Management
3. Focused Segments
REPORTING FORMAT:
1. Daily Call Report
2. Daily Activity Report
3. Circulation Report
4. Monthly report Call Analysis
5. Monthly report Agency P rint Order Status
OBJECTIVES OF REPORTING:
1. Minimum number of daily visits.
2. Generate database
3. Analyze P roductivity of calls in each segment
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AGENCY MANAGEMENT FORMAT:
1. New agency development plan
2. Agency bifurcation plan
3. Agency distribution management
FOCUSSED SEGMENT FORMAT:
1. Stall Segment
2. School Segment
3. Hospital Segment
4. Hotel Segment
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ORGANISATION STRUCTURE OF THE INDIAN EXPRESS
Express publications Limited, (formerly Indian express L imited) was
founded by L ate Shri Ramnath Goenka, along with other companies in the Indian
Express Group. The company was incorporated on 11 th April 1959 under the
Indian Companies Act, 1956 and has its registered office at Express Estates,
Anna Salai, and Chennai 600002.
The company now forms part of Express (Madurai) Group owned and
managed by Shri Manoj Kumar Sonthalia, the grandson of L ate Shri Ramnath
Goenka.
Express (Madurai) Group is an independent Group, publishing
Newspapers and periodicals in the states of Tamilnadu, Andhrapradesh,
Karnataka, Kerala, orissa ,Union Territories of P
ondicherry, Andaman andNicobar islands, Enam and L akshdweep. It brings out its publication of
Newspapers and periodicals from 14 centers Viz., Bangalore, Bhubaneswar,
Chennai, Mumbai, Coimbatore, Hyderabad, Mangalore, Belagam, Kochi,
Kozhikode, Shimoga, Trivendrum, Vishakapatnam, Madurai, Tiruvananthapuram,
and Vijayawada.
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The companys publications include Dailies v iz.The Indian Express in
English (the southern editions of the New Indian Express renamed as The New
Indian Express, effective from 28-12-98), Dinamani in Tamil, Andhra prabha in
Telugu and Kannada prabha in Kannada. In addition to dailies, the company also
brings out magazines viz., Cinema Express in Tamil a fortnightly, Tamilian
Express a weekly in Tamil, Samakalika Malayalam Varika, a weekly in
Malayalam, Andhra praba illustrated weekly in Telugu. The Company is
professionally managed with well qualified and experienced people holdingcharge of different departments.
The various departments in the organization are:
1. Editorial department.
2. Advertisement department.
3. Electronics &communications department.
4. Camera section.
5. Retouching section.
6. P age making section.
7. P late making section.
8. P acking section.
9. Dispatch section.
10. Marketing department.
11. Accounts department.
12. Security department.
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THE EDITORIAL DEPARTMENT:
The news is gathered by reporters residing in and around Vadodara
region. The news is composed and screened by the reporters and sub-editors
respectively. The stories are set aside respectively by allocating them to a certain
page. The entering work is done by the sub-editors for The Indian Express the
paper composing and only the local edition composed at Vadodara.
THE ADVERTISEMENT DEPARTMENT:
The advertisement department is responsible for collection of
advertisements and publishing them in the news paper. The respective pages
are also fixed. This is further intimated to the editorial section which fills in the
news material in the space left out in the respective pages.
The advertisements are divided into commercial, financial, notices,
appointments and classifieds respectively and the tariffs are also imposed
accordingly. Full page and half page and quarter page advertisements are also
accepted. The advertisements are also received from the advertisements
agencies which are given 15% commission. The direct advertisements are also
accepted. There 15% also a small percentage of advertisement coming from the
Indian Newspaper society. The organization also employees field staff for
procuring the advertisements.
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The advertisement department is headed by the assistant of the
Advertising Manager. There are both field staff and office staff. The office staff is
headed by sectional head. The office staff handles the scheduling billing,
accounting and typing works respectively.
ELECTRONICS & COMMUNICATIONS DEPARTMENT:
Different information is collected in the different faces by the
communication software developers exclusively by the The Indian Express. The
Indian Express has got highly automated communication software which has no
need of any man power to send the information from one center to another. They
are sending and receiving new items, photo advertisements, and pager
messages from one centre to another as files.
The various centers are connected to each other via the leased lines,
hence the collected information will send to next sections.
PLATE MAKING SECTION:
In the plate making section the page size negatives are subject to high
ultra violet rays. The image rails on aluminum plates are of high quality and the
high quality sensitizer developer and finisher are used in making the plate.
MACHINE SECTION:
Machine section can be called as the heart of the production process. The
plates from the plate making section are in to the news web offset press
machine. It is a semi automatic machine. The capacity is 30000maximum per
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hour. There are two such set of machines having the capability of printing pages
at a time The Indian Express newspaper.
PACKING AND DISPATCH SECTIONS:
The newspapers from the machine section are sent for the packing and
dispatching purposes. The packing is done according to the invoices received
from the respective agents. The packing is done with the help of waste
newsprint.
TRANSPORT SECTION:
The transport function is handled by the respective night supervisors. The
vehicles are owned by private parties.
ACHIEVEMENTS AND AWARDS
The New Indian express has been best Identified and appreciated for
being investigative. It is awarded as the Best Investigative news paper in the year
2003-2004 by All India P rint Media Association(AI P MA). The New Indian express
is also awarded for its highest growth rate in Circulation.
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CHAPTER - 3 OBJECTIVES OF THE ST U DY
Importance of customer satisfaction innewspaper industry
To study the customer satisfaction of Various topics covered in The IndianExpress
To study the customer loyalty at The IndianExpress
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their consumption experience. Assuming that a customer will learn from
experience, then decreasing levels of disconfirmation should affect customer
satisfaction. For example, if a customer is surprised by an excellent service
experience he or she will be satisfied. Yet the customer now has higher expectations for the service the next time it is purchased. If product performance
is consistent, the degree of disconfirmation will diminish regardless of whether
the revised expectations are exceeded or just met. If disconfirmation is the best
predictor of satisfaction, then satisfaction should vary directly with disconfirmation
to a steady state level, despite increasing expectations. A longitudinal approach
to the antecedents of consumer satisfaction logically implies the hypothesis of
systematically varying consumer satisfaction.
L iterature related to consumer satisfaction, repurchase behavior, switching
barriers, and consumer information updating is reviewed in order to fashion a
model that integrates these concepts. A longitudinal study of the antecedents of
satisfaction and their consequence over time could not be found, although
several articles study satisfaction in a dynamic setting. The review also reveals
the following three important conceptual relationships: 1) satisfaction is a function
of expectations, perceived performance, and disconfirmation; 2) intention to
repurchase is a function of consumer satisfaction and switching barriers; and 3)
choice is a function of expectations and intention to repurchase. These
relationships are integrated in a conceptual model called the satisfaction-Based
Repeat P urchase Behavior model. The model is dynamic and emphasizes
satisfaction as a primary determinant of repurchase behavior. It also incorporates
the antecedents of satisfaction, and allows their effect to vary with time.
A combination of the model and the notion of systematically varying
consumer satisfaction make it possible to formulate some interesting predictions
that have many implications for marketing. Specifically, the hypothesis of
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systematically varying consumer satisfaction provides a rationale for continuous
improvement, yet reinforces the notion that there is no substitute for high quality
and good value. This follows because customers will adapt their expectations as
improvements are made, until no disconfirmation exists. When this occurs,
satisfaction is based solely on expectations (or performance). The higher the
expectations that are met, the higher the customer satisfaction and probability of
repurchase.
If satisfaction is assumed to be a significant predictor of repurchase and
switching behavior, another implication is that if satisfaction varies with
disconfirmation to a steady state or equilibrium level, the probability of
repurchase and switching will be affected in a predictable way. Moreover, the
positive disconfirmation created by a surprise factor and its effect on consumer
satisfaction and repurchase probabilities will dissipate over time, which implies
that switching behavior becomes more probable as satisfaction decreases.
Another implication is that the hypothesis of systematically varying consumer
satisfaction may offer an alternative explanation to the variety-seeking
phenomenon, or it may even offer a rationale for variety seeking. Both the variety
seeking literature and the hypothesis of systematically varying consumer
satisfaction predictin the typical casea decreasing marginal utility of product
consumption. Diminished satisfaction with one product is a good reason to try an
alternative, and it might be difficult to discern whether variety seeking or a desire
to increase satisfaction is the goal.
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TO STUDY THE CUSTOMER SATISFACTION OF VARIOUS
TOPICS COVERED IN THE NEW INDIAN EXPRESS
In marketing, customer is very often referred to as a King. Customers are
value maximizers. Consumer satisfaction is defined by Websters dictionary as:
Fulfillment of a need or want. Satisfaction is a persons feeling of pleasure or
disappointment, resulting from comparison of a products perceived and actual
performance in relation to his or her expectations. So, consumers satisfaction is
a function of the products perceived performance and the consumers
expectation.
Satisfaction is often a subjective phenomenon and depends on the
consumers state of mind both at the time of purchase and more importantly at
the time of consumption. It is important because in a large number of case, some
degree of post purchase dissonance is evident among consumers.
Many companies are aiming at high satisfaction because customers who
are just satisfied find easy to switch when a better offer comes along. Those who
are highly satisfied are much less ready to switch. In fact, emphasis has shifted
from more satisfaction to delight of customers. High satisfaction or delight
creates an emotional affinity with the brand and the supplier, not just a rationalpreference. The result is high customer loyalty.
Some of todays most successful companies are raising expectations and
delivering performances to match. These companies are aiming for Total.
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Customer Satisfaction (TCS). Xerox, for example, guarantees total satisfaction
and well replace at its expense any dissatisfied customers equipment for a
period of three years after purchase. Cigna advertises well never be 100%
satisfied until you are, too. And one of Hondas advertisements says, One
reason our customers are so satisfied is that we arent. Nissan invites potential
infinite buyers to drop by for a guest drive (not a test drive), since the
Japanese word for a customer is honoured guest.
PROFIT VERSUS CONSUMER SATISFACTION:
Some writers think that the businessmans operational interpretation
orientation has not approached the philosophical meaning of promising customer
satisfaction as the ultimate goal of marketing. According to one of them, One
apparent reason is that the attempt to provide customer satisfaction may conflict
directly with the most basic operational goal of business to earn a satisfaction
rate of return on its shareholders investment.
Although consumer satisfaction is the basis tenet of the marketing
concept, in practice, the firms do not tend to maximize consumer satisfaction. If
that was the case, as Kotler has very succinctly said, Company would simply
putout the best product and service in the world and price it below cost. There by
it would create substantial customer satisfaction but it would also be out of
business. As such, it should be very clear to every corporate management,
weather operating in the public or the private sector, that profit is the basic
condition of ,as distinct from motive and apart from profiteering ,the corporate
existence, stability and growth, not withstanding any suggestions to the country.
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If profit as a condition of business is scarified at the alter of maximum customer
satisfaction the very existence of business and, thereby, even minimum
customer satisfaction, will be threatened.
Customer satisfaction expectations are often reflected in their sacrifice
preparedness in terms or money against their products. This may be known by a
carefully planned consumer price expectation.
CHARACTERISTICS OF A CONSUMER OREANTED ORGANISATION:
A written consumer-based mission statement.
Consumers are always put in front.
Through market and consumer service planning.
Integrate approach and peoples involvement.
Commitment to quality of service.
Customer research and feedback
Setting and monitoring service standards.
THE COMMITMENT TO CONSUMER SATISFACTION:
Consumer satisfaction research is neither quick nor easy. Six months time
lapse from developing a request for a proposal to receiving the first consumer
satisfaction rating is not uncommon. A significant commitment of company
personnel is necessary, even if an outside research company manages the
interviewing and analyse phases in consumer satisfaction.
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Research is only the beginning of the process dedicated to improving
consumers satisfaction. The generates among consumers an expectation for
improvement that must be satisfied. An effort of this magnitude should be
undertaken only if managements desire to learn is strong and its commitment to
making changes is substantial.
The results, however, are invariably worth the effort. Here are examples of
how consumers view the importance of service and satisfaction.
The ball is in their court. If they do right by me, they can have my business.
We are happy with the way they do business, so we give them more
business.
They think they will be around when everyone else is gone, when in fact
the other companies are going to put them out of business with consumer
service.
They like to tell me how good are but a competitor came in and showed
me how good they were.
They want the business buy they cant give us the service.
The immediate consequence of this phenomenon is the exposure of even
the farthest corners of the world to the rapidly unfolding events elsewhere in theworld.
Almost all parts of the inhabited world have taken to, though in varying
degree, newer ways of thinking and doing business necessitated mostly by the
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intense competitive spirit that has merged in the international as well as the
domestic market place.
A recent study of the corporate world clearly establishes the fact that only
such of those corporations, which have given the consumers maximum value for
their money, have survived and further. Only such of those companies that have
gone beyond the stage of satisfying the consumers in to delighting their
consumers by exceeding their expectations, have really grown beyond one
wildest dreams.
A scrutiny of the latest list of Fortune 500 clearly proves this point. Nearly a
third of the companies are new entrants to the Fortune 500 list and they were not
there earlier and good number of companies that dominated the list in the 50s
and 60s are conspicuous by their absence in their list today. The lesson that all
big corporations of the developed world have learnt in the recent past is that their
activity has to be geared towards achieving one goes that is in delighting the
consumer and nothing else.
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TO STUDY THE CUSTOMER LOYALTY AT THE
INDIAN EXPRESS
THE LOYAL CONSUMER AS AN ASSET :
The delighted consumer can have a significantly the impact. The delighted
customer tells many others and will have some degree of influence over them.
Therefore, delighted consumers are sound investment and some companiesclearly understand their impact.
Making consumer satisfaction happen has significant organizational
implementations because of strategic nature. Strategic issues are marketing
owned and therefore, marketing plays a critical role in making customer
satisfaction. Happen. The marketing has three basic owner ship roles in
consumer delight ness. The first is to make a customer satisfaction a straighten
focus of the organization. The second is to structure the organization to make it
more responsive to the voice of the consumer. The third is to align the
organization reward and recognition system with its consumer focus.
SOME CAUTIONS IN MEASURING CUSTOMER LOYALTY:
When customer rate their satisfaction with an element of the
companys performance-say, delivery-the company needs to recognize that
customer vary in how they define good delivery. It could mean early delivery, on
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CHAPTER - 4RESEARCH DESIG N AN D METHODOLOG Y
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RESEARCH DESIGN AND METHODOLOGY
Marketing research is the systematic design, collection, analysis and
reporting of data and finding of data and findings relevant to a specific marketing
situation facing the company.
Research Process:
Data for the proposed study on market potential for the products through a
mix of data source like
1. P rimary Source
2. Secondary Sources.
Primary Source:
The primary data are those which are collected a fresh and for the first
time and thus happens to be original in characters.
Define theProblem &ResearchActivities
Develop the researchPlan
Collection ofInformation
Analyze theInformation
Present thefindings
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Secondary Sources:
The secondary data means data that is already available i.e., they refer to
the data, which has already been collected and analyzed by someone else.
It includes periodically, magazines, newspapers, company newsletters,
reports and broachers etc., through liabilities and previous projects for guidance.
Sampling:
It is an act of drawing samples from a batch on random basis; Sampling
may be as the process of obtaining information about an entire population by
examining only a part of it.
The selected respondents constitute the sample and survey so conducted
is sample survey.
I n s i d eC o m p a n y
O u t s i d eC o m p a n y
S e c o n d a r y d a t aS o u r c e
P r im a r y D a t a
S o u r c e
D a t a S o u r c e
N e w s l e tt e r s ,D o c u m e n t s , e t c .
L i b r a r i e s ,M a g a z i n e s , e t c .
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Sample design is a definite plan for obtaining a sample from a given
population.
In conducting the market survey, it is always a line problem to collect the
various data and problem analysis.
The data may be collected from the whole population of a specified area or
if an area is too wide, samples representing whole population, may be chosen for
and used for analysis.
In this survey sample of 50 customers were met and are presented withquestionnaires, to find out how far they are satisfied with the dealer service.
The information collected by both primary and secondary data.
1. Meeting the customers directly collected information.
2. Through magazines and newspapers.
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CHAPTER - 5 STATISTICAL I N FORMATIO N OF THE N EW I N DIAN
EXPRESS
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INFORMATION OF The Indian Express
Circulation -15000 per day in Vadodara
COMMUNICATION INPUTS
OUT DOOR ELECTRONIC OTHERS
P osters SMS L eaf lets
Hoardings FM Radio Home Ads
Cinema slides TV scroll
Call Taxis Internet Cafes
Stall pops
Banners
TECHNO L OGY
The new Indian express is using a very sophisticated technology and
recently they have introduced STATE OF THE ART TECHNO L OGY printing
machine being erected with the help of latest technology from Germany.
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Brief description of The Indian Express:
The New Indian Express is probably the newspaper that does not enjoy a
high readership, circulation but found all over-India. In one way it can be called a
newspaper that is national having the regional touch which is an added
advantage; the paper is popular for its promotions in delivering frank, sensational
flash news. Also in many cases it is responsible for the investigators reports of
scams and other including paper gives color editions all throughout the week.
The number of pages also less than the other papers. The marketing activities
are team oriented and the generally customers are people who have migrated
from the other states.
The constituents of the newspaper are in the following percentage.
NEWS 57.97
INFORMATION 04.63
ADVERTISEMENTS 35.36
ENTERTAINMENT 02.02
The newspaper has an awareness of 40% according to the statistics.
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Profile of The Indian Express
Name : The New Indian Express.
Language : English
Established : 1949, Mumbai
Status of Newspaper : National
Head office : At Ahmadabad(GUJ)
Local office : 407 Dwarkesh Complex
Alkapuri, Vadodara, Gujarat -390005
The Editor : Vivek Goenka
The publisher : K. Ranganadham
Number of pages (avg) : 18
Price : Monday to Saturday --- 3.00/-Rupees
Sunday --- 5.00/-Rs
Local Circulation : near about 15,000
Other publishing centers : Ahmedabad, Bangalore, New Delhi,
Bhubaneswar, P une, Chandigarh, Chennai, Mumbai,
Coimbatore, Hyderabad, Kochi, Kozhikode, Madurai,
Tiruvananthapuram, Vijayawada.
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LAYOUT OF THE INDIAN EXPRESS NEWS PAPER.
The Indian Express carries a variety of features every day and there are
special items in store for each day of the week in order to study the features the
study can be divided into the study of features that are covered daily and the
other for the features that comes on a specific day.
The topics covered by the news paper for all days of the week are as
follows.
Page 01
In the first page of any news paper news that is of greatest interest is
published i.e., latest news, flash news etc. appears in the first page. The first
page covers the news in the national, international, regional levels depending on
the importance.
W eather Report:
Weather is important factor to be considered before starting any important
work for the day. Hence report is given in the first page.
Ad v ertisements :
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An advertisement is given in the right side bottom cover of the first page.
This advertisement is generally pertaining to the local units and published
respectively from the covers pending units.
In Brief :
In the left corner of the first page the different news are given in brief.
Page 02
In the page 2 the newspaper leisures and listings have been given.
S pirituality-prosperity :
This part deals with different aspects of the spirituality and prosperity.
On your screen today :
In this time enable at the various media channels are given like
entertainment, sports, movies etc.
Page 03 & 04
City /Regional news :
The news from the city and local areas in and around Vadodara is covered
in this page. The news pertaining to politics, infrastructure, reports of regional
festival functions etc are given importance. The topics like city notes and crime
beat news are also printed in this page.
Ad v ertisements :
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The advertisements pertaining to the local edition and local appointment
classifieds etc are printed in this page.
Page 05
S tate :
The news pertaining to the state as a whole are printed in this page
Page 06, 07 & 10
N ation :
The news from the national levels as a whole are printed. News pertaining
to the various parts of the world as a whole is printed here.
Page 08 & 09
Articles :
Articles are published in the center pages of any newspaper. This
facilitates easy reading. The articles written by prominent authors from the
concerned field is selected for publishing activity, the activity that pertain to the
present scenario is taken for printing.
Letters to the editor :
Corresponding is where any citizen or reader can express their views
about the articles and editorials published in the newspapers.
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E ditorials :
The editorial for any newspaper is like the heart and voice of it. It is the
editorial where the editor expresses his views and ideas.
Voices of today & yesterdays :
The voices of well known people like politicians etc and comparisons of
their words at present and previous.
India v artha internet poll :
The readers will be given whether queries to poll their way whether they
agree or not to the particular ideas and questions.
Page 11
W orld
The news from the international level as a whole are printed in the page
the news pertaining to the international from various parts as a whole are printed
in this page.
Page 12
The information regarding different market and their market valves have
been given in this page.
Page 13
Business Ex press
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The news from all the business sector is published in these pages and
also the stock market news is given due importance.
On shore & of shore
The information regarding national and international business.
Page 14, 15, 16
S ports :
National: The sports news at the national level and the reviews are printed
in this page.
International: The late night sports, other international sports events etc.
are printed in the upper half of the page.
Ad v ertisements :
The last page is all allocated to advertisements as in the case of the first
page.
SUPPLIMENTS
Sunday:
Sunday the IE called as the Sunday Express and the features will remain
the same as ordinary day.
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Classified reader services :
Classifieds are advertisements that are changed according to the words in
the advertisements in the classified advertisements there are general
employment, real estate, automotive, rental business offers, finance and
education advertisements.
Life mates
The advertisements regarding the matrimonial are given in this page.
Magazines
The interesting news regarding the insight (news &information regarding
the well known persons) books literature personal finance and science/colony
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CHAPTER - 6
A N AL Y SIS A N D I N TERPRETATIO N S
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SWOT A N AL Y SIS
STRENGTH
The articles, stories and editorials of the Indian Express differentiate itself
from its competitors.
Indian Express have got strong brand image.
P otential market can discover more segments of readers with the help of
direct marketing by the marketing and circulation division.
WEAKNESS
The promotional schemes are not planned and implemented well.
(Except Sunday supplement) There are no supplements with the main
news paper.
No free gifts given to the readers, who seek additional benefits other than
reading.
Newsprint quality. (comparative)
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OPPORTUNITIES
Currently company is giving almost 50% off on all its Express newspaper ,which helps the company to expand the market.
There were around 80% Gujarati medium schools and only 20% English
medium schools in 1990, but these figures have changed to 80% English
medium and 20% Gujarati medium schools.
THREATS
High competition from Times Of India.
In Gujarat majority people prefer to read local language newspaper andreaders who reads English newspaper contribute very less in number(in
comparison)
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1. BASED ON OCCUPATION
SAMPLE SIZE N=100
s.no Occupation THE TIMES OF
INDIA
THE NEW INDIAN
EXPRESS
Total
In No. % In No. % In No. %
1 Employee 18 18 06 06 24 24
2 Student 35 35 14 14 49 49
3 Business 10 10 10 10 20 20
4 P rofession 03 03 04 04 07 07
TOTA L 66 66 34 34 100 100
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1. BASED ON OCCUPATION
From the table we can interpret that the majority of the subscribers when
classified on the basis of occupation or students concluding 49% student of the
total sample then comes employees with 24%,businessmen with 20% and
professionals with 07% respectively
6
18
14
35
10 10
43
0
5
10
15
20
25
30
35
40
THE INDIAN EXPRESS THE TIMES OF INDIA
Employee
Student
Business
Profession
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From the table we can interpret that the largest readership in the sample is
contributing by The Times of India subscribers with 66% and The New Indian
Express with 34% respectively
3.Based On Loyalty
SAMPLE SIZE N=100
S
N o
Name of the paper 5 years
1. The Times Of India 16 23 14
2. The New Indian
Express
08 17 22
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3. Based On Loyalty
From the table we can interpret that the loyalty of The Times of India
subscribers are high as the largest part they are contributing in below 5 years
area and then The Indian Express is now gaining its boom now respectively.
Above or upto 5 years The Indian Express have good readership.
8
17
22
16
23
14
0
5
10
15
20
25
< 2 years 2 - 5 years > 5years
THE INDIAN EXPRESS
THE TIMES OF INDIA
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4.What do you prefer most in the newspaper?
SAMPLE SIZE N=100
S
N o
Name of the Article The Times
Of India
Indian
Express
total
In No. % In
No.
% In
No.
%
1. News 18 18 22 22 40 40
2. Entertainment 20 20 15 15 35 35
3. Sports 15 15 10 10 25 25
Total 100
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From the table we can interpret that the more no. of subscribers are
reading The Times Of India for entertainment and sports purposes and reading
The Indian Express for news purpose respectively
22
18
15
20
10
15
0
5
10
15
20
25
THE INDIAN EXPRESS THE TIMES OF INDIA
NEWS
ENTERTAINMENT
SPORTS
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5.How do you rate the following news papers based on
SAMPLE SIZE N=100
Name
of the
paper
Quality P acking Availability P rice
good Avg bad Good avg bad Good avg bad costly Value
cost
Eco
The
TOI
45 10 06 44 14 05 42 16 04 10 25 23
The IE 12 16 11 16 14 07 19 13 06 14 17 11
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Based on Quality, Packing, Availability
Based on quality:
From the table and we can interpret that the no. of subscribers expressing
good about quality are more in The Times Of India and The New Indian Express
respectively
Based on Packing:
From the table we can interpret that the no. of expressing good about
packing are more in The Times Of India contributing more than 62% of the total
and The New Indian Express with 38% respectively.
12
16
11
1614
7
19
13
6
45
10
6
44
14
5
42
16
4
0
5
10
15
20
25
30
35
40
45
50
Good Avg. Bad Good Avg. Bad Good Avg. Bad
THE INDIAN EXPRESS
THE TIMES OF INDIA
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Based on Availability:
From the table we can interpret that the no.of expressing good about
availability are more in The Times Of India contributing 62% of the total and The
New Indian Express 38% respectively.
Based on Price:
Based on Price:
From the table we can interpret that the no. of Respondents expressing
value for the cost about price are more in The Times Of India then The New
Indian Express.
14
17
1110
25
23
0
5
10
15
20
25
30
Price costly Price value for the cost Price Economical
THE INDIAN EXPRESS
THE TIMES OF INDIA
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6. Based on modes of Purchase
SAMPLE SIZE N=100
S N o Modes of Purchase The IndianExpress
The TimesOf India
1. Door Delivery 32 54
2. Daily P urchase 05 09
Based on modes of Purchase
Modes of Purchase:
From the table and we can interpret that the main modes of purchase of allthe papers are door delivery contributing a major percentage as compare to the
daily purchase from road side or from station.
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7. Compare the newspapers, news channels and magazines, which media
do you prefer?
10
3746
7
INTERE ST
MAGAZINES
NEWSPAPER
NEWS CHANNELS
OTHERS
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CHAPTER - 7 S U MMAR Y AN D S U GGESTIO N S
APPE N DIX
BIBILOGRAPH Y
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The Times Of India is market leader and The Indian Express is the only
challenger in Gujarat. Most of the readers dont read the newspaper thoroughly,and are the ones who just go through the newspaper. The price and the articles
of The Indian Express are satisfactory to respondents but layout and the
newspaper quality of I.E. are not satisfactory. There are no Educational or
Entertainment supplements with the main newspaper. Most of the readers are
very much satisfied from their newspaper vendors.
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SUGGESTIONS:
1. Frequent surveys can be conducted to know the levels of awareness in
people in opinion and about the company position in the market.
2. Hot news can be given immediately which can make the company stand
out.
3. The content and quality of the paper has to be enhanced.
4. Readers prefer variety, so care must be taken to drive out
Monotony.
5.New technology has to be adopted in order to have competitive edge.
6. Distribution channels have to be monitored thoroughly.
7. Safety provisions are maintained well and flexibility to make changes with
the timely requirements is being suggested.
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APPENDIX
1. Name: ______________________________
2. Age: 18 25 26 3536 -- 45 46 5555 and above
3. Gender: Male Female
4. Educational Qualification:
P UCGraduateP ost GraduateP rofessional Degree
5. Occupation:
Business EmployeeP rofessional Student
6. You prefer buying newspaper at
Newspaper MartSubscribe at HomeOthers
If others, specify
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7. Which English Newspaper do you read?
The Indian Express (IE)Times of India
If Others, specify
8. What do you prefer reading most in your preferred newspaper?
Current affairsP olitical newsBusiness & FinanceEntertainmentSportsHealth articles
Educational articlesEditorialsOthers
If others, please specify
9. Rate your satisfaction with the following features of your preferrednewspaper.
Good Avg Bad
Quality
P acking
Availabilty
P rice Costly Value cost Economical
Comments
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10. Rate your satisfaction with the following features of your preferrednewspaper.
Very Good Good Fair P oor Very P oor Cant Say
Current affairsP olitical newsBusiness & FinanceEntertainmentSportsHealth articlesEditorialsEducational articles
Advertisements
Comments
11. If you read Indian Express, how often do you read it?
DailyFew times a weekWeekend OnlySeldomOther Comments
12. How do you find supplements provided by Indian Express?
Very Good
Good
Fair
P oor
Very P oor
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13. Are you aware of the The New Indian Express e-newspaper on
internet?
YesNo
If Yes, comment
15. If you had cause to complain, how was the situation resolved?
Extremely unsatisfactory
Unsatisfactory
Average
Very satisfactory
First class
16. Which media do you prefer?
Newspaper
News Channels
Magazines
Others
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BIBLIOGRA PHY:
WEBSITES:http://www.expressindia.com
http ://www.financialexpress.com
http ://www.expressbusinesspublications.comhttp ://www.expressbuzz.com
http ://www.business.com/directory
BOOKS:
(1) Research Methodology 9 th edition (2010)
- Donald R. Cooper
- Pamela S. Schindler
(2) Production and Operations Management 8 th edition (200 9)
- Lee. Krajewski
- Larry Ritzman
- Manoj Malhotra
(3) Marketing Management 13 th edition
- Philip Kotler