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PREFACE

Customer satisfaction , a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or

percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals."

It is seen as a key performance indicator within business and is often part of aBalanced Scorecard. In a competitive marketplace where businesses competefor customers, customer satisfaction is seen as a key differentiator andincreasingly has become a key element of business strategy.

Within organizations, customer satisfaction ratings can have powerful effects.They focus employees on the importance of fulfilling customers¶ expectations.Furthermore, when these ratings dip, they warn of problems that can affect salesand profitability. These metrics quantify an important dynamic. When a brandhas loyal customers, it gains positive word-of-mouth marketing, which is bothfree and highly effective.

Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able do this, firms need reliable and reprehensive measuresof satisfaction.

In researching satisfaction, firms generally ask customers whether their product

or service has met or exceeded expectations . Thus, expectations are a key factor behind satisfaction. When customers have high expectations and the reality fallsshort, they will be disappointed and will likely rate their experience as less thansatisfying. For this reason, a luxury resort, for example, might receive a lower satisfaction rating than a budget motel²even though its facilities and servicewould be deemed superior in ³absolute´ terms.

The importance of customer satisfaction diminishes when a firm has increased bargaining power. For example, cell phone plan providers, such as AT&T andVerizon, participate in an industry that is an oligopoly, where only a fewsuppliers of a certain product or service exist. As such, many cell phone plancontracts have a lot of fine print with provisions that they would never get awayif there were, say, a hundred cell phone plan providers, because customer satisfaction would be way too low, and customers would easily have the optionof leaving for a better contract offer.

There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms

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ACKNOWLEDGEMENT

I thank my advisor Prof S.P.Garg , Jaipuria Institute of Management, Jaipurfor assigning us this project and believing in us. He and his continuous supportduring the project were always there to listen and to give advice. He is the man

behind all our efforts. He taught us how to be inquisitive and expr ess our ideas.He showed us different ways to approach a problem and the need to be

persistent to accomplish any goal.

I thank my Teachers for their constant guidance. Their advice and suggestionshave been remarkable in handling various first hand situa tions at work.

We thank all the colleagues for providing unending support in the project.Sincere thanks to Jaipuria Institute of Management , Jaipur.

Above all we thank The Almighty and our Parents for their invincible faith in us

and support that has proved to be a lethal motivating factor.

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EXECUTIVE SUMMARY

Title: ³Determining Customer Satisfaction Index of a Company´

Obj ective:

The most basic objective of a customer satisfaction surveying program is togenerate valid and consistent customer feedback (i.e., to receive the voice of thecustomer - ³VOC´), which can then be used to initiate strategies that will retaincustomers and thus protect the most valuable corporate asset --loyal customers).

Theory:This project leads to check whatever theory been studied about customer satisfaction and customer satisfaction Index, does that really apply in practicalaspect.

T-test:T-Test model is the best model to study the hypothesis, whenever the sample

size is more than 30.

Procedure :The project has been accomplished by taking the opinions of the clients by

making them fill the questionnaires. Thus, by the help of Ms-Excel, the t-testhas been applied and the project had been accomplished.

The project flow that is the manner in which the project has beenaccomplished is stated in the project flowchart stated below. T he flowchart

contains the procedure that has been adopted during the completion of the

project:

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PROJECT FLOWCHART

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TABLE OF CONTENTS

PREFACE

ACKNOWLDGEMENT

EXECUTIVE SUMMARY

I) PROJECT FLOWCHART

II) LITERATURE

III) ANALYSIS and INTERPRETATIONS

IV) CONCLUSIONS

BIBLIOGRAPHYAPPENDIX

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INTRODUCTION TO COMPANY

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National Network of Education (NNE) - an initiative of Pragati InfosoftPvt.Ltd. (INDIA), a company dedicated to revolutionize the educationalinformation system of India, founded in the year 2000. More details aboutthe company can be seen at ± www.pragatiinfo.net

To this end National Network of Education is spearheading the largestvirtual network of 47 educational portals in India covered by more than500 domain names (.com, .net, .org, .info, .biz, .in)

The primary objective of the network is to provide instant access to latestinformation and resources on every facet of educa tion in India

Provide an unparallel online platform for reaching the entire studentcommunity of India by a single dedicated network of 47 portals

NNE Core Competency

India¶s largest online educational content provider ± has more than65,000 content pages created on various fields of education:

± Study Abroad, - Universities

± Competitive Exams, - Distance Education

± Entrance Exams, - Teaching

± Career options, - Parenting etc.

± Streams of Education

Covers entire India with individual portals for 27 states , 7 unionterritories, 4 metro and 4 major cities of the country, supported by the3 main portals ±

± www. IndiaEducation . net

± www. IndiaEduNe w s . net

± www. ExamResults . net

Attracts millions of students across the country on a regular basis ±

± 8 million page views per month ( excluding examresults.net)

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± 3 million unique visitors per month ( excluding examresults.net)

± 85% visitors are from the age group of 16-24

± Users from 135 countries visit NNE

Highlights ± ExamResults.net

1. Serving the nation since the year 2001!

2. India¶s largest examination results portal!

3. Currently hosts results of more than 30 million students (3 crore) everyyear.

4. Hosts results of 22+ state/national level school boards of India.

5. Hosts results of 55+ universities all over India.

6. Hosts results of various entrance tests, civil services and recruitments etc.

7. High-end Dual Quad-core dedicated servers in the USA - capacity to handle10 million results at any given point of time.

8. Results on Mobile SMS (56263) ± Tie-up with India¶s largest Mobile VAS

service provider (IMImobile, Hyderabad)9. Results on IVRS ± Interactive Voice Response System

Benefits of Advertising with www.examresults.net

Opportunity to reach out to more than 30 million or 3 Crore potentialstudents all over India through one single platform.

www.examresults.net is directly connected with the youth between theage group 16-24. Hence companies and institutions can directly targetthis segment and get immediate response.

Not only the students but their parents & relatives are also regular visitors to our site.

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Some Institutes have started approving electronic media generatedmarks memo as a provisional mark sheet, so most of the students prefer totake printouts of their marks memo. This way through prints, product isadvertised to family, friends and others at the same time.

Combined benefit of web as well as print media throughwww.examresults.net ensures "best value for money" as compared toother conventional advertising mediums.

Some of our Prestigious Indian Clients

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Some of our International Clients

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COMPANY¶S PORTFOLIO

NNE PORTALS

± www.IndiaEducation.net

Gateway to the NNE

India¶s Largest Educational Portal!

± www.IndiaEduNews.net

India¶s 1 st dedicated educational news portal

75,000+ daily newsletter subscribers

Subscribers include eminent personalities like Deans of IITs,IIMs, Universities etc.

± www.ExamResults.net

Hosts all examination results of 22 school boards and 55+universities

Hosted results of 30 million+ students in 2009 (stillcounting).

North Zone Portals

www.DelhiEducation.net

www.HaryanaEducation.net

www.HimachalEducation.net

www.JkEducation.net

www.PunjabEducation.net

www.RajasthanEducation.net

www.UttaranchalEducation.net

www.ChandigarhEducation.net

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West Zone Portals

y www.AhmedabadEducation.net

y www.DamanDiuEducation.net

y www.DnhEducation.net

y www.GoaEducation.net

y www.GujaratEducation.net

y www.MumbaiEducation.net

y www.MaharashtraEducation.net

y www.PuneEducation.net

South Zone Portals

y www. Andhra Education.net

y www. Andaman Education.net

y www. Bangalore Education.net

y www. Chennai Education.net

y www. Hyderabad Education.net

y www. Karnataka Education.net

y www. Kerala Education.net

y www. Lakshd w eep Education.net

y www. Pondicherry Education.net

y www. Tamilnadu Education.net

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East Zone Portals

www. Bihar Education.net

www. Kolkata Education.net

www. Orissa Education.net

www. WestBengal Education.net

North East Zone Portals

www. Assam Education.net

www. Arunachal Education.net

www. Mizoram Education.net

www. Meghalaya Education.net

www. Manipur Education.net

www. Nagaland Education.net

www. Sikkim Education.net

www. Tripura Education.net

Central Zone Portals

y www. Chhattisgarh Education.net

y www. Jharkhand Education.net

y www. MP Education.net

y www. UP Education.net

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LITERATURE

Customer Satisfaction Index

One of the measurements of the performance of the Quality ManagementSystem, the organizations shall monitor information relating to customer

perception as to whether the organization has met customer requirements. Themethods for obtaining and using this information shall be determined"

There is obviously a strong link between customer satisfaction and customer retention. Customer's perception of Service and Quality of product willdetermine the success of the product or service in the market.

With better understanding of customers' perceptions, companies can determine

the actions required to meet the customers' needs. They can identify their ownstrengths and weaknesses, where they stand in comparison to their competitors,chart out path future progress and improvement. Customer satisfactionmeasurement helps to promote an increased focus on customer outcomes

What do Customers Want?

It is important to develop a clear understanding of what exactly the customer wants. We need to know what our customers expect from the products andservices we provide.

Customer expectations are the customer-defined attributes of your product or service you must meet or exceed to achieve customer satisfaction.

Customer Expectations are of two types - Expressed and Implied

What constitutes Satisfaction?

Major attributes of customer satisfaction can be summarized as:

y Product Qualityy Product Packagingy Keeping delivery commitmentsy Pricey Responsiveness and ability to resolve complaintsy Overall communication, accessibility and attitude

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What are the Tools?

Customer expectations can be identified using various methods such as

y Periodic Contract Reviewsy

Market researchy Telephonic Interviewsy Personal visitsy Warranty recordsy Informal discussionsy Satisfaction Surveys

Depending upon the customer base and available resources, we can choose amethod that is most effective in measuring the customers' perceptions. The

purpose of the exercise is to identify priorities for improvement through a

feedback mechanism.

Customer Satisfaction Surveys

Formal survey has emerged as by far the best method of periodically assessingthe customer satisfaction. The surveys are not marketing tools but a ninformation-gaining tool. Enough homework needs to be done beforeembarking on the actual survey. This includes:

y Defining Objectives of the surveyy

Design Survey Approachy Develop Questionnaires and formsy Administer survey (email, telephone, or post)y Method of Compiling data and analysing the findingsy Format of the Report to present the findings

A Customer Satisfaction Measurement Survey should at least identify thefollo w ing objectives-

y Importance to Customers (Customers' Priorities).y Customers' perception of supplier's performance.y Your performance relative to customers' priorities.y Your performance as seen against competitors¶ performancey Priorities for Improvement.

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DELIVERY

COMPETITIVENESS

QUALITY

OVERALL

ANALYSIS OF THE OUTPUT

The response of the 100 questionnaires related to the above factors is run in MSEXCEL under t-test and the following p-values of the respective factors are asfollows:

FACTORS P-VALUE

A .000

B .000

C .000

D .000

E .000

F .000

G .000

H .000

H ere, the p-values are less than .05, therefore null hypothesis is rejected.THUS , THERE IS SOME REL ATION BETWEEN COMP ANY PERFORM AN CE and THE

CUSTOMER SATISF ACTION .

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CONCLUSION

From the above analysis and interpretations, it can be concluded that :

Most of the customers / clients of PRAGATI INFOEDUCATION are satisfied.

The influence of 8 factors are:

The customers are mainly satisfied because of the responsiveness of thecompany, the quick response the company gives to its clients.

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BIBLIOGRAPHY

The entire literature portion has been taken wikepedia.com.

R est other statistics has been collected by filling the questionnaires from therespondents.

As it was asked to keep the names of the client confidential that¶s why the list isnot attached here.

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The responses of the questionnaire is as follows:

S .NO Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8

1 2 1 4 4 2 1 1 42 4 4 2 3 1 1 4 4

3 2 1 4 3 1 3 3 34 4 3 2 1 4 4 2 15 3 3 1 4 2 3 3 26 4 4 1 2 3 4 3 47 2 4 3 2 1 4 3 18 4 2 4 1 3 2 2 19 1 1 4 3 4 4 2 1

10 3 3 1 4 1 2 2 311 2 3 3 4 1 1 4 412 4 1 3 1 1 2 1 313 4 4 4 1 4 2 4 2

14 3 1 2 2 1 1 3 115 3 3 4 2 4 1 2 416 2 4 4 4 2 2 4 417 1 3 3 4 4 2 1 418 3 4 2 1 1 2 1 119 2 2 1 3 1 2 3 120 4 1 1 1 3 4 4 421 1 4 1 1 4 4 1 422 2 2 4 1 4 2 3 423 2 2 1 2 4 1 2 424 2 4 2 3 3 2 1 4

25 4 1 1 4 3 2 2 226 2 4 1 4 4 2 1 327 1 4 1 1 4 2 3 428 4 2 2 2 4 4 4 329 1 4 4 2 4 2 3 330 4 3 4 3 2 1 2 431 4 3 1 2 3 1 4 232 2 1 1 4 1 2 4 133 2 3 4 1 4 1 3 334 1 2 2 3 4 4 4 235 1 2 4 2 3 4 3 2