INDUSTRY OVERVIEW

1. INTRODUCTIONThe main object of every organization is to earn more profit, to achieve this object the organization should increase its sales by getting more Clients and the only way to get more Clients is that the organization should provide expected satisfaction to the Clients.Here the word Clients satisfaction means the utility which Clients expect from the product and when a Clients get expected utilities it is called as Clients satisfaction.Why Organizations Focus on CLIENTS Satisfaction

Businesses monitor Clients satisfaction in order to determine how to increase their Clients base, Clients loyalty, revenue, profits, market share and survival. Although greater profit is the primary driver, exemplary businesses focus on the Clients and his/her experience with the organization. They work to make their Clients happy and see Clients satisfaction as the key to survival and profit. CLIENTS satisfaction in turn hinges on the quality and effects of their experiences and the goods or services they receive.CLIENTS SatisfactionThe definition of Clients satisfaction has been widely debated as organizations increasingly attempt to measure it. CLIENTS satisfaction can be experienced in a variety of situations and connected to both goods and services. It is a highly personal assessment that is greatly affected by Clients expectations. Satisfaction also is based on the Clientss experience of both contact with the organization (the moment of truth as it is called in business literature) and personal outcomes. Some researchers define a satisfied Clients within the private sector as one who receives significant added value to his/her bottom linea definition that may apply just as well to public services. CLIENTS satisfaction differs depending on the situation and the product or service. A Clients may be satisfied with a product or service, an experience, a purchase decision, a salesperson, store, service provider, or an attribute or any of these. Some researchers completely avoid satisfaction as a measurement objective because it is too fuzzy an idea to serve as a meaningful benchmark. Instead, they focus on the Clientss entire experience with an organization or service contact and the detailed assessment of that experience. For example, reporting methods developed for health care patient surveys often ask Clients to rate their providers and experiences in response to detailed questions such as, How well did your physicians keep you informed? These surveys provide actionable data that reveal obvious steps for improvement.CLIENTS satisfaction is a highly personal assessment that is greatly influenced by individual expectations Some definitions are based on the observation that Clients satisfaction or dissatisfaction results from either the confirmation or disconfirmation of individual expectations regarding a service or product. To avoid difficulties stemming from the kaleidoscope of Clients expectations and differences, some experts urge companies to concentrate on a goal thats more closely linked to Clients equity. Instead of asking whether Clients are satisfied, they encourage companies to determine how Clients hold them accountable CLIENTS satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass Clients expectation. It is seen as a key performance indicator within businessCLIENTS satisfaction depends on the products performance relative to a buyers expectation, the Clients is dissatisfied. If preference matches expectations, the Clients is satisfied. If preference is exceeds expectation, the Clients is highly satisfied or delighted outstanding marketing insurance companies go out of their way to keep their Clients satisfied. Satisfied Clients make repeat purchases insurance products and tell other about their good experiences with the product. The key is to match Clients expectations with company performance. Smart insurance companys aim to delight Clients by promising only what they can deliver, then delivering more than the promise. Consumers usually face a broad array of products and services that might satisfy a given need. How do they choose among these many marketing makers offers? Consumers make choices based on their perception of the value and satisfaction that various products and services deliver. CLIENTS value is the difference between the values the Clients gains from owning and using a product and the costs of obtaining the products Clients from expectations about the value of various marketing offers and buy accordingly. How do buyers from their expectations? CLIENTS expectations are based on past buying experiences, the opinion of friends and marketer and competitor information and promises. CLIENTS satisfaction with a purchase depends on how well the products performance lives up to the Clients expectations. CLIENTS satisfaction is a key influence on future buying behaviour. Satisfied Clients buy again and tell others about their good experiences dies-satisfied Clientss of ten switches to competitors and disparage the products to others. An insurance provider open only to active duty, retired and separated military members and their immediate families and therefore not included in the rankings, achieved a satisfaction ranking equal to that any insurance company. In general, Clients satisfaction with auto insurance providers decreased significantly, with 20 of the 21 companies surveyed decreasing in satisfaction from the previous year. Insurance is the only carrier that did not experience a decline in satisfaction. Though consumers report their insurance carriers are resolving their claims and problems faster. Businesses survive because they have Clients who are willing to buy their products or services. However, many businesses fails to check in with their Clients to determine whether they are happy or not and what it will make to make or keep them happy. According to U.S consumers affairs department, it costs five times more to gain a new Clients than to retain an existing one. Other studies have repeated that with just a five percent increase in CLIENTS retentions a firm can raise its profitability Clients spend salary at first, but with succeeding years of good experience, they will spend increasingly more. Depending on the industry and the nature of the bad experience, dissatisfied Clients will complain to 10 to 20 friends and acquaintances, which is three times more than those with good experiences are. Hence, the negative information is influential, and consumers generally place significant weight on it when making a decision. If that is not the reason enough, fierce competitor is needed more and more to differentiate firms from one another. With technology available to virtually every one today, the traditional features and cost advantages are no longer relevant. Still product and service quality provides an enormous opportunity to distinguish a firm from the rest. The Japanese have recognized this and have though us to expect quality. Todays consumers do, and they know more about products and services than they ever did.

Clients are the best source of information. Whether to improve an existing product or service or whether firms are planning to launch something new. There is no substitution for getting it from horses mouth When you talk to your Clients directly, to increase your odds for achieving success you mistakeproof your decisions and work on what really matters. When you routinely ask the Clients for feedback and involve them in business they, in turn, become committed to the success of your business.

CLIENTS Satisfaction Measurement: -A basic and effective base line Clients satisfaction survey program should focus on measuringClients perceptions of how will the company delivers on the critical success factors and dimensions of the business as defined by the Clients:For example:Service PromptnessCourtesy of StaffResponsivenessUnderstanding the Clients problem, etc.The findings of the company performance should be analyzed both with all Clients and by key segments of the Clients population. The essential starting point for CLIENTS Satisfaction Measurement (CMS) is exploratory research. Since satisfaction is about an organizations ability. To meet Clients requirement one has to start by clarifying with Clients exactly what those requirements are. This is done through exploratory research using focus groups or one to one depth interviews.Two main factors determine the accuracy of CMS. The first is the asking the right question and the second is the asking them to the right people sample of Clients which accurately reflects the Clients base.Three things decide the accuracy of a sample. They are:It must be representative.It must be randomly selected.It must be adequate enough.Measuring Clients satisfactionOrganizations need to retain existing Clients while targeting non-Clients. Measuring Clients satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. CLIENTS satisfaction is an abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such asreturn and recommend rate. The level of satisfaction can also vary depending on other factors the Clients, such as other products against which the Clients can compare the organization's products. Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 deliveredServqual which provides the basis for the measurement of Clients satisfaction with a service by using the gap between the Clients's expectation of performance and their perceived experience of performance. This provides the researcher with a satisfaction "gap" which is semi-quantitative in nature. Cronin and Taylor extended the disconfirmation theory by combining the "gap" described by Parasuraman, Zenithal and Berry as two different measures (perception and expectation) into a single measurement of performance relative to expectation.The usual measures of Clients satisfaction involve a survey with a set of statements using a Linker Technique or scale. The Clients is asked to evaluate each statement in terms of their perception and expectation of performance of the service being measured.

STATEMENT OF THE PROBLEMS: Profit earning has become one of the important objectives of each and every company.It is very easy to attract new Clients but retaining old Clients is too difficulty only the satisfied Clients will remain loyal to the firm brands.If he finds any problem with projects , he may change his positive attitude into negative attitude towards the organization.Considering, all above points, I have decided To study the Clients Satisfaction towards SAFE .

2. ORGANIZATION PROFILE SAFE SOFTWARE AND INTEGRATED SOLUTION Pvt Ltd, Palakkad, has been in the Co-operative Banking Computerization field for the past 16 years. Now they are one of the leading Private Limited companies providing Total Solution (Banking Software, system software, computer hardware, networking, training & Consultancy) for computerization in Co-operative Banking Sector in Kerala. They expertise in Software, Hardware & Networking Maintenance reach many satisfied Clients Banks in all over Kerala and Andaman Nicobar. Most of their Clients- Banks are looking for single point maintenance for their Software, Hardware and Networking related problems. They confidently took up this responsibility and satisfactorily provided Total Computer Solution to all their Clients. They have full-fledged and well-equipped computer software, hardware and network training and maintenance facility in Palakkad town. Safes training and maintenance centre has a group of highly qualified and experienced personnel.The Company being a Specialized and Complete Banking Solution Provider has Heads, Skilled Professionals having Experience of more than 30 years in Banking and Auditing and more than 13 years of Experience in Co-operative Banking Computerization and cater all the IT requirements of Banks. Established in 1993 in Palakkad. Started as a Cooperative Banking Software Development Company. Support Centers at Kochi,Thrissur, Kannur ,Kahjanjad and Kasargod. Full-fledged Software Development & High-end HW/SW Maintenance Centers. High-end Software, Hardware and Networking Training Centers in Palakkad. Leading Total Solution Providers in Co-operative Banking Sector in Kerala. More ThanThirteen Years of Experience in Cooperative Banking computerization. Fastest Growing Total Solution provider. Highly Professional and Dedicated Personnel. Operating in Kerala and Outside.Total Solution Providers They have been in the Co-operative Banking Computerization field for the past 16 years. Now they are one of the leading Private Limited companies providing Total Solution (Banking Software, system software, computer hardware, networking & Consultancy) for computerization in Co-operative Banking Sector in Kerala. Their expertise in Software, Hardware & Networking Maintenance reach more than 100 satisfied Clients Banks in Palakkad, Trichur and Kannur. Most of their Clients- Banks are looking for a single point maintenance for their Software , Hardware and Networking related problems. Safe confidently under took this responsibility and satisfactorily provided Total Computer Solution to all their Clients. They have full-fledged and well-equipped computer software, hardware and network training and maintenance facility in Palakkad town. Their training and maintenance centre has a group of highly qualified and experienced personnel. Also, Safe makes available to their client all standard computer hardware, peripherals and stationary items at very competitive rates. VisionOur vision is to become reliable and cost effective it solution providers and it enabled service providers in India.ValuesValues are beliefs which your company tries to put into practice. These values guide your employees throughout their daily tasks. SAFE Core ValuesValued empowered and informed people make it happen.Honesty and integrity guide all our actions and relationships.We value, support and contribute to the growth of our communities.SAFE Competitive ValuesInnovation and quality are core to our existence.The market and our Clients drive our business.CLIENTS satisfaction is the measure of our success.MissionTo be the most preferred Total Solution Provider delivering High-end TBA and a suite of value - added services to Co-operative Banking Our mission is to provide best custom software solutions for our Clients requirement, correct hardware solutions and quality Clients support always combining the latest in technology with best practices and methodologies for on-time delivery of high-quality, cost-effective, and user-efficient products. which in turn : Enhances Co-operative institutions competitiveness and ability to capitalize on Clients opportunities Improves Clients service and retention Helps the institution develop more profitable, long-term Clients relationship Increases lead referral volume by turning everyday Clients interactions into revenue generating opportunities Delivers incremental revenue from day-one! Also we intend to be one of the most preferred destinations for all outsourced IT activities like consultancy, documentation and software development.Quality policyQuality is doing things first

We at SAFE are committed to ensure Continuous CLIENTS Delight by maintaining International Standard in quality in our solutions and services and delivering them in Right time and at Right cost through Continuous Improvement in all our activities and following Ethics and Good Business practices.We are committed to these objectives:Total Clients satisfaction (Measured by Clients feedback).Increasing skill levels of all employees Involving employees in workplace decisions Creating partnerships with our suppliers (Working closely with our suppliers to meet our Clients needs).AN ISO 9001:2008 CERTIFIED COMPANYISO 9001:2008 is the standard that providesa set of standardized requirements for a quality management system, regardless of what the user organization does, its size, or whether it is in the private, or public sector. It is the only standard in the family against which organizations can be certified althoughcertification is not a compulsory requirementof the standard.The other standards in the family cover specific aspects such as fundamentals and vocabulary, performance improvements, documentation, training, andfinancial and economic aspects.Why SAFE implemented ISO 9001:2008Without satisfied Clients, an organization is in peril! To keep Clients satisfied, the organization needs to meet their requirements. The ISO 9001:2008 standard provides atried and tested frameworkfor takinga systematic approachto managing the organization's processes so that they consistently turn out product that satisfies Clients' expectations.How the ISO 9001:2008 model worksThe requirements for a quality system have been standardized - but many organizations like to think of themselves as unique. So how does ISO 9001:2008 allow for thediversityof say, on the one hand, a "Mr. and Mrs." enterprise, and on the other, to a multinational manufacturing company with service components, or a public utility, or a government administration?The answer is that ISO 9001:2008lays down whatrequirements your quality system must meet, butdoes not dictate howthey should be met in any particular organization. This leaves great scope and flexibility for implementation in different business sectors and business cultures, as well as in different national cultures.

Checking that it works1. The standard requires the organization itself to auditits ISO 9001:2008-based quality system to verify that it is managing its processes effectively - or, to put it another way, to check that it is fully in control of its activities.1. In addition,the organization may invite its Clients to auditthe quality system in order to give them confidence that the organization is capable of delivering products or services that will meet their requirements.1. Lastly, the organization may engage the services of anindependent quality system certification bodyto obtain an ISO 9001:2008 certificate of conformity. This last option has proved extremely popular in the market-place because of the perceived credibility of an independent assessment.The organization may thusavoid multiple auditsby its Clients, orreduce the frequency or durationof client audits.The certificate can also serve as abusiness reference between the organization and potential Clients, especially when supplier and client are new to each other, or far removed geographically, as in an export context. Specialization in Banking Software M/s Safe Software & Integrated Solutions Pvt. Ltd., Palakkad, have exhaustive experience in computerization of District Co-Operative Bank), Co-operative Urban Bank) and Primary Co-Operative Banks (Kannur, Palakkad, Trichur & Ernakulam) in Kerala. Safe have more than hundred successful installations to Their credit in Kerala State. Safe have very reliable and time-tested switching solutions for high-end retail banking. These switching solutions are widely accepted by number of large banks and software companies. Safe have detailed the features and implementation plan of the software in the enclosed manual. Their Banking Software is being made use of by a number of Co-operative Banks in Palakkad, Trissur, Kannur and Ernakulam districts. High-end Banking Delivery Channels Safe implement switching solutions for high-end retail banking. This technology is widely accepted by number of large banks and software companies. Safe confidently propose this relatively inexpensive and highly reliable solution to District Cooperative banks and to Urban banks for various Retail Banking Delivery Channels like- Any Branch Banking, ATM, Web Banking and Tele BankingDisaster RecoveryLatest requirement in the banking sector is for a reliable and legal DISASTER RECOVERY plan. Safe have various confirmed and time-tested Disaster Recovery and Backup Solutions for banking sector, which Safe provide to the end-user through authorized DIGITAL SIGNATURE Service Providers. Safe also provide complete Data Transfer solutions for inter-branch consolidation and other activities. Hardware support centerSafe have the pleasure to introduce their newly organized Hardware Maintenance team. A well-experienced communications engineer who has number of years of maintenance experience in the fields of Communications and Computer to his credit heads the team. The team also consists of an experienced Microsoft Certified Systems Engineers. Their maintenance engineers are innovative in their attitude and are guided by the latest available maintenance management techniques to achieve a high level of QOS. Safe have already undertaken Hardware & Network Annual Maintenance Contract in many Co-operative banks in Palakkad Dist. and have provided an impressive level of service and reliability to the satisfaction of all Their Clients banks.A Particular Section of the companySIBS - THE PRODUCTSIBS HISTORYSince the early -1990s the market for Co-operative banking Application software has been one of the major areas of interest for the software vendors. This need has been felt equally by banking officials resulting in many of software vendors trying to develop Co-op Banking Software. Unfortunately most of the vendors could not offer any tangible solutions. The primary reason could be attributed to the lack of knowledge of Co-op Banking Operations on the part of the software vendors. Secondly there are No specialized cooperative Banking Software Vendors who has given due importance to develop a complete co-operative banking package which brings overall development to the bank.Obviously the opportunities exist for a product which meets a wide range of requirements in the co-operative banking sector. This product should be able to grow, or downsize dependent for the bank's circumstances and be flexible enough for quick and cost effective modification. Above all the system has to meet the needs of the individual banks and be supplied by a company where Clients satisfaction takes the top most priority.At last a banking software solution that utilizes the latest technology couples with expertise of banking professionals who have enough experience in co-operative banking sector has arrived which meets all the accounting, managerial auditing and Clients requirements and which conforms to open system standards.After scores of software products that lacked the backing of thorough banking knowledge or good tools and technology, finally here is SIBS. The Complete Co-operative Banking Software that combines the latest technology with the banking expertise of professionals who have been with the co-operative banking system for the past 9 years brought to you by SAFE, a company whose top priority is Clients Satisfaction.With the banks growing business, the need for an exhaustive, scalable and user friendly software becomes clear. We firmly believe that the IT requirements of the bank will be successfully catered into by SIBS. SIBS Features Banks Overall Development CLIENTS Satisfaction. Complete M.I.S for Analyzing, Decision Making & Administrative Purpose. Up gradation & Implementations of Latest Technologies to increase the overall effectiveness of the system Cost Saving through Over All Progress, Minimum Maintenance and Increased Productivity The Need for a Complete Banking Software Under 3 Tier Client/Server Architecture that would take the Bank into 21st Century with Confidence and Without becoming obsolete or inflexible.The group has developed a Complete Banking Software Package-SIBS using State-of-the Art Client/Server Technology. The Product has over 20 Core Modules and Other Add on Modules covering all the Essential Operations of a Branch and Head Office including Branch Automation :- Share Capital & Dividend , Deposit (SB,CA, Fixed ), Loans and Advances, Gold /Jewell Loan , Investment & Borrowings , Suspense Accounting , Bills Collection ,Clearing Remittance , Cash Credit, Over Draft, Locker, Kurries /Chitties, Cash Management, Miscellaneous, Inventory /Consumer (Sales,Purchase,Stock) , HO Transaction . Branch MIS. Loan Recovery & Monitoring SystemHead Office Automation: - HO & Consolidation, Pay Roll, Investment &Borrowing inter Branch and Bank Reconciliation. Add on Modules: - Performance Monitoring & Resource Management, ALMAsset Tracking ,Contact Management, Budgeting, Extension Counter , ATM Interface, Internet Banking, Wap Banking , Tele Banking Interface , Basic Statistical Returns , Balance Sheet Analysis , Branch Performance., Dispatching. CLIENTS Terminal, Audit Terminal

SIBS Advantages User Friendly More than 600 Reports (Accounting , MIS & Graphical) Screen Layout Resembles the Normal Banking Transaction Simple Day Begin & Day End Procedure Elimination of Redundant effort Improved Management control Enhanced CLIENTS services Facility to monitor individual Clients and accounts Monitoring Systems for Different Sections Branch MIS for Performance Analysis Capacity to generate Adhoc Internal reports Automatic generation of MIS & Statutory reports Automatic generation of MIS & Statutory reports Complete MIS SIBS have a Graphical user interface and uses Multi-tasking capability of Windows. Besides these it has security features, automated signature verification, photograph storage and retrieval. 1.4 About the Product 1. SIBSThe group has developed a Complete Banking Software Package-SIBS (SAFE INTEGRATE BANKING SOFTWARE) using State-of-the Art Client/Server Technology. The Product has over 20 Core Modules and Other Add on Modules covering all the Essential Operations of a Branch and Head Office2. SIHAS SIHAS, SAFE Integrated Hospital Automation Software, The Complete Co-operative Hospital Software that combines the latest technology with the Hospital expertise of professionals who have been with the co-operative Hospital system for the past 5 years brought to you by SAFE, a company whose top priority is Clients Satisfaction.3. SCHOLAR - Smart school Management System We recognize that education, knowledge, information and communication are at the core of human progress, endeavor and well-being The success of this system lies in correct knowledge dissemination process blended with smooth and efficient functioning of management system Scholar The Complete School Management system is specially made for Educational Institutions for hassle free Management of the Institution. It provides a fully automated system from admission of a student and tracks it up to the TC. Everything in school from academic to extracurricular and even health records of the students are constantly a click away in this software1. SAMS Attendance Monitoring and Access control are the key factors to be focused for the comfortable and efficient working of any establishment. This is the area where Smart card/Biometric solutions play a significant role. SAMS has the advantage of both these interfaces for achieving this purpose. The Payroll section will use the data collected through the attendance monitoring system to calculate the pay of each employee. FeaturesEmployee Registration, Shift pattern creation, Maintenance of employee wise shifts pattern and weekly offs, Automatic attendance Processing, Monitoring of over time, Monitoring of Permissions depending on the company policy.5. EASY SHOPEasy Shop is an integrated solution for retail management with Location wise inventory management, Purchase order generation, Reorder level maintenance and variety of reports.Easy Shop also takes care of all Stock maintenance on the store and accounts report based on the purchase, sales and other expenses6. SMS SolutionsIn todays work environment, daily deadlines, appointments and meetings are predictable. And often, one is hard pressed for time. In such a situation SMS Solution comes as a great convenience. SMS service allows you to do transactions on your mobile phone without making a call, using the SMS facility. It keeps you informed about the significant transactions in your account. All one needs to do is type out a short text message on the mobile and send it out to a pre-designated number. The response is sent back as an SMS message. With our SMS system, the mobile becomes a powerful input/output device through which all kinds of transactions can be performed with assured security and data integrity.1. IVRS Solutions Interactive Voice Response System is a runtime application in the state-of-art communication system that facilitates 24-hours-a-day, 365-days-a-year communication between Service Provider and its Clients. Clients can make call over a telephone line, and the Service provider can provide information over the same telephone line. With our IVR, the simple telephone instrument becomes a powerful input/output device through which all kinds of transactions can be performed with assured security and data integrity.

3. OBJECTIVES OF THE RESEARCH STUDYA Clients is not dependent on us we are dependent on Clients , this statement is basis thing for every firm or service sector.Objectives are :1. To know the Clients satisfaction towards SAFE in Palakkad.2. To know the attributes which creates Clients satisfaction among Clients in Palakkad .3. To know the satisfaction level of the Clients with the SAFE.4. To know valuable suggestion form the Clients.

4. SCOPE AND LIMITATIONS OF THE STUDYSCOPE:The study is purely based on the survey conducted in Palakkad and has focused on Clients. The study covers the information about the mind set which may varies from situation & where the respondents may not be able to give required and accurate information.

LIMITATIONS:

1.Due to respondents busy schedules, the interests shown by respondents to answer the questionnaire may be less. This may have resulted in collecting inaccurate information.

2.Due to time and cost constraint the sample size selected is 100.

3.The selected sample size is small as compared to the total number of Clients. Hence the obtained result may not be accurate as it may not represent the whole population.

The project is open for further improvement of the work.

5. REVIEW OF LITERATUREClient SatisfactionIn a competitive marketplace where businesses compete for Clients, Clients satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. Measuring Clients satisfactionOrganizations are increasingly interested in retaining existing Clients while targeting non-Clients; measuring Clients satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace.CLIENTS satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the Clients may have and other products against which the Clients can compare the organization's products.Because satisfaction is basically a psychological state, care should be taken in the effort of quantitative measurement, although a large quantity of research in this area has recently been developed. Work done by Berry (Bart Allen) and Brodeur between 1990 and 1998 defined ten 'Quality Values' which influence satisfaction behavior, further expanded by Berry in 2002 and known as the ten domains of satisfaction. These ten domains of satisfaction include: Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-departmental Teamwork, Front line Service Behaviors, Commitment to the CLIENTS and Innovation. These factors are emphasized for continuous improvement and organizational change measurement and are most often utilized to develop the architecture for satisfaction measurement as an integrated model. Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 provides the basis for the measurement of Clients satisfaction with a service by using the gap between the Clients's expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction "gap" which is objective and quantitative in nature. Work done by Cronin and Taylor propose the "confirmation/disconfirmation" theory of combining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures (perception and expectation of performance) into a single measurement of performance according to expectation. According to Garbrand, Clients satisfaction equals perception of performance divided by expectation of performance.The usual measures of Clients satisfaction involve a survey with a set of statements using a Likert Technique or scale. The Clients is asked to evaluate each statement and in term of their perception and expectation of performance of the organization being measured.Improving CLIENTS SatisfactionPublished standards exist to help organizations develop their current levels of Clients satisfaction. The International CLIENTS Service Institute (TICSI) has released The International CLIENTS Service Standard (TICSS). TICSS enables organizations to focus their attention on delivering excellence in the management of Clients service, whilst at the same time providing recognition of success through a 3rd Party registration scheme. TICSS focuses an organizations attention on delivering increased Clients satisfaction by helping the organization through a Service Quality Model.TICSS Service Quality Model uses the 5 P's - Policy, Processes, and People, Premises, Product/Services, as well as performance measurement. The implementation of a Clients service standard should lead to higher levels of Clients satisfaction, which in turn influences Clients retention and Clients loyalty.

It is generally known that there is a positive relationship between Clients loyalty and profitability. Reichheld and Sasser (1990) found that when a company retains just five percent more of its Clients, profits increase by 25 percent to 125 percent. Their study caught the attention of both practitioners and researchers, arousing a great interest in Clients loyalty. Gould (1995) helped consolidate the interest in loyalty through his research that supported Reichheld and Sassers work. Today, marketers are seeking information on how to build Clients loyalty. For many years Clients satisfaction has been a major goal of business organizations, since it has been deemed to affect Clients retention and companies market share (Hansemark and Albinsson, 2004). Traditionally, satisfied Clients have been thought of as less price sensitive, less influenced by competitors, buying additional products and/or services and staying loyal longer (Zineldin, 2000). Yet, in 1991 the Xerox Corporation made a surprising and disquieting discovery. It was found that satisfied Clients were not behaving the way they were expected; they were not coming back to Xerox to repurchase (McCarthy, 1997). Merely satisfying Clients, who have the freedom to make choices is not enough to make them loyal. Jones and Sasser (1995) observed in their own analysis of the Xerox study that the only truly loyal Clients are totally satisfied Clients. Hence, the Xerox study shed new light on what had previously been relatively unexplored territory, i.e. the link between Clients satisfaction and Clients loyalty.Loyalty of Clients is considered to be a function of satisfaction (Fecikova, 2004) and loyal Clients contribute to company's profitability by spending more on company's products and services, via repeat purchasing, and by recommending the organization to other consumers.CLIENTS satisfaction has attracted very much attention in all areas of manufacturing. In an increasingly competitive and dynamic environment, greater attention continues to be paid on Clients relationships and satisfied Clients. For companies, Clients satisfaction is an effective way to differentiate themselves from the competitors as well as one of the key issues in their efforts towards improving quality. A high quality software system is one of the essential attributes of high confident computer systems. Any malfunction of the software systems can cause great inconvenience, even a disaster to the users. A high confidence system is a system which meets the standard of software quality. Software quality assurance plays an essential role in the development of such software systems. Measurement of the software quality includes the measurement of in-house developments and a selection of vendors products (Yuen and Lau, 2011). In the following, the dimensions of software quality as effective indicators of Clients satisfaction are introduced, and then these dimensions are assessed by using the questionnaire of Clients satisfaction and loyalty, and finally the relationship between Clients satisfaction and loyalty is surveyed, discussed and major conclusions are made.2. CLIENTS loyaltyLoyalty has been defined as repeat purchase behavior led by favorable attitudes or as a consistent purchase behavior resulting from the psychological decision-making and evaluative process. According to Walsh et al. (2008), three popular conceptualizations of loyalty exist as an attitude that leads to a relationship with the brand; as expressed in terms of revealed behavior; and as buying moderated by individual characteristics, circumstances, and/or the purchase situation. Oliver (1997), defined loyalty as a deeply held commitment to re-buy or repatronize a preferred product or service consistently in the future, which causes repetitive same-brand or samebrand set purchasing, despite any situational inuences and marketing efforts that might cause switching behavior. CLIENTS loyalty has been dened as a construct that measures the probability that the Clients will return and is ready to perform partnering activities such as referrals (Cater and Cater, 2009). Sudhahar et al.(2006) addressed the SERVLOYAL constructs into seven dimensions for scale construction process as behavioral dimension; attitudinal dimension; cognitive dimension; conative dimension; affective dimension; trust dimension; and commitment dimension.

6. RESEARCH METHODOLOGYTo achieve the stated objective a survey was conducted at Palakkad regarding Clients satisfaction towards SAFE Palakkad .Primary Data: Primary data is collected by the random sampling method. Here we have randomly interviewed 50 Clients through Questionnaire and personal interview and collected the primary data.Secondary Data: These are generally published sources which have been collected originally for some other purpose, they are not gathered specially to achieve the objectives of the particular research project hands but already assembled.Survey Techniques:Once the researcher has decided to use survey method for collecting data he has to make a decision to adopt any one of the following survey techniques.1. personal interview2. telephone survey3. mail survey

QuestionnaireIt is the most commonly used instrument in collecting primary data. A questionnaire consisting of set of questions presented to a respondent for his/her answer. The questionnaire is very flexible in the sense that there are many ways to ask questions.Data Collection:Method used to collect data for the study was through survey. Survey is a systematic collection of information directly from the respondents; survey was through personal interview which involves collection of data through face to face communication with the help of questionnaire.Method of Sampling:Palakkad has a huge population and each persons opinion cannot be collected. So the respondents were chosen randomly in Palakkad.Sample Size:Sample size for the study consisted of 50 persons residing in Palakkad. Among them only some of them responded and others rejected to respond as they were not interested.Sample Unit:CLIENTS of Safe Software and Integrated Solution in Palakkad.

7. Data Analysis and Interpretation Data Analysis:

I have conducted marketing survey on 50 Clients to analysis their satisfaction level, for this purpose I have prepared a questionnaire to collect the information from them. Among these 50 Clients, only some of them responded as per that now we will see the analysis of the collected data.

The following table shows the Sex of the respondents

SexRespondentsPercentage

Male6565%

Female3535%

Interpretation

The chart 68% of the respondents are male and 35% of the respondents are female

Chart - 1

1- The following table shows the qualification of the respondents Qualification

QualificationRespondentsPercentage

Post Graduate2222%

Graduate3131%

Under graduate2828%

others1919%

Interpretation

22% of the respondents qualification are post graduate, 31% of the respondents are graduate, 28% are Under graduate and remaining 19%

Chart -2

This table follows the age group of the respondents

Age Group

Age GroupRespondentsPercentage

20-301515%

31-402727%

41-503535%

51-above2323%

Interpretation

The age group of the respondents shows that 15% are from the age group between 20-30 , 27% percentage are from 31 to 40, 35% of the respondents are from the 41 to 50 group . and 235 are from 51 and above aged group

Chart 4

1. Which strategy of SAFE Software Company you Prefer?

Table 1

OpinionNo: of responsePercentage

Low price2020%

High Clients Support5656%

Integrated Support2424%

Total110100%

Interpretation

56% feels high Clients support is the strategy for preferring SAFE Software Company.20% feels low price is the strategy.24% feels integrated support. From the above table it is clear that high Clients support is the strategy for preferring SAFE Software.

1) Strategy of SAFE Software Company

Chart 1

02. What are the advantages of SIBS?

Table 02

OpinionNo:of responsePercentage

User friendly6861.81%

Automatic generation of reports1816.36%

Complete Generation of reports1816.36%

Enhanced CLIENTS Service65.45%

Total110100%

Interpretation 68% feels SIBS is user friendly.18% feels advantage because of automatic generation of reports.8% feels advantage because of complete generation of reports.6% says enhanced Clients service.

Advantages of SIBS

Chart 02

03. Why do you choose SAFE?

Table 03

OpinionNo:of responsePercentage

Competitive product cost6256.36%

High Clients Support2320.91%

ISO certified company1816.36%

Credit Facility76.36%

Total110100%

Interpretation 62% says the because of competitive product cost.23% says High Clients support.8% says they choose SAFE because it is ISO certified company.7% says because of credit facility.

Reasons to choose SAFE

Chart 03

04. How many years are you dealing with SAFE?

Table 04

OpinionNo:of responsePercentage

One year2623.63%

1-5 year1917.27%

5-10 year1110%

More than 10 year5449.09%

Total110100%

Interpretation 26% says they are dealing with SAFE for one year.9% says they are dealing with SAFE for 1-5 year.11% says they are dealing with SAFE for 5-10 year.54% says they are dealing with SAFE for more than 10 year

04) No.of years your dealing with SAFE

Chart 04

05. The following tables shows the factors which motivated the Clients to purchase the SAFE SOFTWARE

FACTORSCLIENTS

Friends8

Brand Image9

Advertisement9

Relatives8

Self-decision16

Total50

Chart 5

Interpretation:

The above table & graph shows that:A. 16 Clients have purchased SAFE by there own decision. B. 8 Clients have purchased SAFE by there Friends recommendation.C. 9 Clients have purchased SAFE by its Brand Image.D. 9 Clients have purchased SAFE on the basis of Advertisement.E. 8 Clients have purchased SAFE on there Relatives recommendation.

06. The following tables shows the level of satisfaction of Clients need/purpose of purchasing SAFEFully Satisfied23

Satisfied17

Dissatisfied7

Fully dissatisfied3

Total50

Chart 6

Interpretation:

The above graph shows that:45 % of people are fully satisfied with the purchase of SAFE.35 % of people are just satisfied with the purchase of SAFE.13% of people are dissatisfied with the purchase of SAFE.7 % of people are fully satisfied with the purchase of SAFE.

07. As compare to other Products the SAFE are rated as below.

A) Price of ProductsStrongly Satisfied15

Satisfied16

Not Satisfied10

Fully Not Satisfied9

Total50

Chart 7

Interpretation:30 % of Clients are strongly satisfied with the price of SAFE.35 % of Clients are satisfied with the price of SAFE.21 % of Clients are not satisfied with the price of SAFE.14 % of Clients are fully not satisfied with the price of SAFE.

B) Quality Of Products:Strongly Satisfied23

Satisfied15

Not Satisfied8

Fully Not Satisfied4

Total50

Interpretation:45 % of Clients are strongly satisfied with quality of the Products.30 % of Clients are satisfied with quality of the Products16 % of Clients are not satisfied with quality of the Products9 % of Clients are fully not satisfied with quality of the Products.

C) Durability of ProductsStrongly Satisfied23

Satisfied16

Not Satisfied7

Fully Not Satisfied4

Total50

Interpretation:45% of Clients are strongly satisfied with durability of Products32%of Clients are satisfied with durability or Products14%of Clients are not satisfied with durability or Products9%of Clients are fully not satisfied with durability of Products.

D) Performance Of Products:Strongly Satisfied21

Satisfied17

Not Satisfied7

Fully Not Satisfied5

Total50

Interpretation:

42%of Clients are strongly satisfied with performance of products35% of Clients are just satisfied with performance of products14% of Clients are not satisfied with performance of products9% of Clients are fully not satisfied with performance of products

8) The following tables show the Clients opinion about SAFE.

Fully Satisfied14

Satisfied21

Not satisfied8

Fully Not Satisfied7

Total50

Chart 8

Interpretation:As per the above chart it shows the details:28 % of Clients are fully satisfied42 % of Clients are satisfied17 % of Clients are not satisfied13 % of Clients are fully not satisfied

9) The following tables shows the behavior of the people while taking Quotation from SAFE.Very Friendly17

Friendly22

Not friendly4

Dont know7

Total50

Chart 9

Interpretation:34 % Clients say that the behavior of showroom people while taking quotation or purchasing SAFE were very friendly.44 % Clients says that the behavior of showroom people were friendly 9 % Clients says the behavior of showroom people not friendly13 % Clients says the behavior of showroom people dont know

10) The following table shows the Clients opinion about service charges in organization.Very Reasonable15

Reasonable21

Costly8

Very Costly6

Total50

Chart 10

Interpretation:30 % of Clients said that service charges are very reasonable.42 % of Clients said that service charges are reasonable.16 % of Clients said that service charges are costly12 % of Clients said that service charges are very costly

11) The following tables show why Clients prefers SAFE.Quality 19

Price12

Service8

Durability11

Total50

Chart 11

Interpretation:38 % Clients prefers the SAFE due to the good Quality24 % Clients prefers the SAFE due to the reasonable price22 % Clients prefers the SAFE due to its durability16 % Clients prefers the SAFE due to its service

12) The following tables shows the problems faced by Clients while purchasing SAFE Lack of Information11

Non co-operation of organization people4

Delay8

No problem17

Total50

Chart 12

Interpretation:22 % Clients faced the problem due to lack of information07 % Clients faced the problem due to non cooperation of organization people17 % Clients faced the problem due to delay54 % Clients faced no problem

13. Do you compare our company software with others?

Table 13

OpinionNo:of responsePercentage

Yes5456%

No5650.90%

Total110100%

Interpretation

44% of the respondents says they compared safe software with other company software, about 56% of the respondents says they dont compared. From the above table it is clear that majority of the respondents doesnt compare safe with other software.

14) Comparing company software with others

Chart 14

15. Whether SIBS is user friendly?Table 5.14

OpinionNo:of responsePercentage

Yes9484.45%

No1614.54%

Total110100%

Chart 16

Interpretation 94% of the respondents feels the SIBS is 100% user friendly and 6% respondents feels that not that much user friendly.

17) Market share of SIBS in cooperative banking sector?Table 17

OpinionNo:of responsePercentage

75-1007870.90%

50-75109.90%

25-501614.54%

< 2565.45%

Total110100%

Market share of SIBS

Chart 17Interpretation 78% of the respondents say that market share is 75 to 10% says that percentage of the market share is 50-75 and rest of the 12% says that its between 25-50 and