Summer Internship Report

On

Marketing Analysis & Survey of Automatic Entrance & Home Automation Systems

Submitted To

Anjuman-I-Islams Allana Institute of Management Studies

Masters of Management Studies Programm

Prepare By

Ansari Mohd Irfan Nooruddin

DIV. C

Roll No. 03

Under The Guidance of

Afreen Sayed

For The Acadmic Year 2014 -15

DECLARATION

I, Ansari Mohd Irfan of Master of Management Studies (Semester-II) of Anjuman-I- Islam Allana Institute of Management Studies (AIAIMS), hereby declare that I have successfully completed this Project on (Marketing Analysis & Survey of Automatic Entrance & Home Automation Systems) in the academic year (2013-2014).

The information incorporated in this project is true to the best of my knowledge.

Ansari Mohd Irfan

Signature

ACKNOWLEDGEMENT

I have completed my internship in Intertrade Automation Solutions from 05Th May 2014 To 30Th June 2014 . My internship report wont be possible without contribution of few people.

At first I desire to express our deepest sense of gratitude of almighty Allah. With profound regard I gratefully acknowledge my respected faculty mentor Ms. Afreen Sayed, for her generous help and day to day suggestion in the process of my internship report.

Next I would like to show my gratitude towards Mr. Anil Rao, Proprietor , along with my Internship Program mentor, Mr. Aditya, Head of Sales Dept. They have been extremely supportive to me. I cannot thank enough to all the personnel of Intertrade Automation Slutions. They have explained everything I asked for in details. Throughout time they were never impatience. They did not allow me to feel uncomfortable for even a single moment. I am really grateful to all for their supportive and friendly behavior.

I am also grateful to the HR Dept. of Intertrade Automation Solution for granting me the opportunity to make my internship program in this organization.

TABLE OF CONTENTS

Sr. No.ContentsPage No.

1Executive Summary06

2Preface 07

3Introduction / Overview of the Company 08-15

4Problem Statement16-17

5Purpose of the Study17-18

6Objective of the Report18-19

7Literature Review 20-25

8Research Methodology 25-29

9Limitation of the Study29-30

10Significance of the Study30

11Case Study30-33

12Conclusion33

13Bibliography34

EXECUTIVE SUMMARY

Intertrade Automation Solutions is one of the service provider of Automatic Entrance in Mumbai, commenced its operations from 2001. Intertrade Automation Solutions offers all types of Automatic Entrance Systems and Hygiene Product. Intertrade Automation Solutions is one of the firm which provide a facilitate as per their customer needs. In this field the Customers are very important. My report is based on the marketing research and survey automatic entrance of Intertrade Automation Solutions. In this report I tried to lift up a general condition of marketing strategy of Intertrade Automation Solutions as service firm promised and delivered to the customers.

The first part of this report contains is based on information of the organization itself, and the products and services of that firm is providing to the customer and vision for the future. The second part of the report contains is nature of job, my duties and responsibilities towards the job and some. The third part contains the project part that I was involved in my internship. In this part I have discussed about marketing strategy of Intertrade Automation Solutions, employees behavior and cooperation to the customer. The last part contains the concluding part. Before drawing any conclusion based on this report it may be noted that there might be lack in data, but still it may be useful for designing any further study.

PREFACE

The present era is undoubtedly a management era. Management is an important function in any organization. A management is one of the most important fields which are widely used in every stage of life. The effective management can be achieved only by effective management training and developing skill to understand the organizational level this project work is a part of the course of MMS and was done at Intertrade Automation Solutios

This project is prepared on the basis of awareness of Intertrade in market and understanding its scope amongst in the market.

Intertrade is best service providing company who provides all types of entrance & home automation to its customer.

It consists of an integrated team consisting of highly qualified, versatile and experienced persons. This project helps me to better understanding of market stability and automation systems and their benefits.

Now I am feeling the great pleasure in delivering this project because of a better skill of handling the situation and customer understanding.

INTRODUCTION/ OVERVIEW OF THE COMPANY

Intertrade Automation Solution as an Entrance Automation Company involved in supplying new products from the `Dorma range of products of GERMAN Origin, being their authorised appointed franchisee / Service Partner & `TOSHI AUTOMATIC SYSTEMS products of EUROPEAN & OTHER origins, also being their authorised appointed franchisee / service partner.

Intertrade Automation Solution as the name implies, in this firm HR & Administrative Dept. has play a important role in the firm. The HR & Administrative Dept. is responsible for procuring future employees according to requirement of the organisation. This department is also responsible for maintaining the database of all employees, leaves, attendance, health care and related fields of employees. Although Intertrade Automation Solution with a small group of employees but they are keen to manage their employees through HR practice.

The Sales department is responsible for find out the new/innovative features in the product that they can attract the existing and potential customers.

Service industries are all about how speed you can provide to your customers. Capability to provide high speedy service to customers is the main core competency of Intertrade Automation Solution Superior 24/7customer service and greater network coverage playing a vital role as their core competencies.

To motivate the employee of Intertrade they use some motivational factors. These are Recognition, Rewards, Retention. As the employee gets the above motivations from the organization so employees always try to put their best efforts to their job. This increases the productivity of the organization.

ANIL RAO -FOUNDER & PROPRIETOR

Anil has been in the field of Entrance Automation for more than 23 years. He started his career with Al Shirawi Enterprises in Dubai, U. A. E. with their Elevators & Escalators Division . He was involved with the installation & commissioning of several key turn-key projects in UAE including O & K ESCALATORS from Germany in the Dubai International Airport Project, and Pneumatic Tube Systems from HANTER IT Sweden in the Dubai International Airport Cargo Complex Project coordinating with M/s. Bechtel. Subsequently he formed & headed the Automatic Entrances Division representing RIB from Italy; was involved in the installation & commissioning of 12 metres long Automatic Industrial Drop-Arm Boom Barriers of RIB Italy in the well-known Articulated Maktoum Bridge Project in Dubai, UAE.

After completing about 4 years with the Shirawis, he joined Al Zamil, Dubai, in the Entrance Automation Division majorly representing products from DORMA & RIB of GERMAN & ITALIAN origin. Subsequently he stepped into the wonderful world of entrepreneurship and started his own partnership firm ASTCO with the support of Zamils.

In 2001 he moved to India, with an opportunity to represent RIB Italy in India and started INTERTRADE AUTOMATION SOLUTIONS. Over the past 12 years he has grown IAS to be at the forefront of automation in India with a simple Dedication, Passion and Love for work without compromising on quality. Anil got his BE Mechanical Engineering Degree from R.V. College of Engineering, Bangalore, India.

MR. NAEEM AHMED -TECHNICAL HEAD

Naeem has more than 37 years of Technical experience. Apart from having choice education in electrical & electronic faculties he is also very sound in the mechanical field; thereby achieving a lethal technical combination ! With hard core exposure in Saudi Arabia and India in repairs & maintenance of various products including entertainment electronics, computer hardware at chip level, assorted machinery like blow & injection moulding machines and printing press equipments.

He joined Intertrade Automation Solutions in 2012 and has driven its Technical Division over the past 12 years to be robust with stringent practices, principles and ethics. He has passionately strived hard to train & build a small but highly efficient team of technicians to ensure prompt service to existing and new customers without compromising on workmanship. Thanks to Naeems due diligence, today Intertrade Automation Solutions could boast of more than 100s of existing installations and projects under Annual Maintenance Contracts with satisfied customers; also his creation of customized solutions tailored to specific engineering needs that have garnered satisfying comments. Naeem spends his some times wonderfully lost with ideas in his self-created electronic zone.

MR. ADITYA ALEGAOKAR SALE HEAD

A young Electrical engineering graduate from the prestigious Sardar Patel College of Engineering, Mumbai. Aditya has techno-commercial sales exposure of about 1 year with FUJITECHof Japan and 2 Years with DORMA Germany focusing exclusively on automatic door actuating mechanisms for the entire Mumbai region.

Being very ambitious to take on the challenges of becoming an entrepreneur, have ventured out of DORMA & join Intertrade Automation Solutions to star & head the Sales Divisios. In a very short time he has been extremely successful in bagging orders of assorted items

VISION OF INTERTRADE

To achieve the leadership position in our area of expertise & maintain the same by constantly striving hard to improve ourselves in every related field updating ourselves with the latest technology advance to be able to provide btter solutions thereby achieve better customer satisfaction.

Core Strength of Intertrade

We specialize in electronic, electrical & mechanical repairs & maintenance of multiple brands of automatic entrances & related products having gained experience of more than a decade in India prior to more than another decade abroad !

CORE BUSINESS ( SUPPLY & MAINTENANCE / REPAIRS OF THE FOLLOWING PRODUCT)

Automatic & Manual Frame-less Glazing Concepts & Door Hard-Ware Systems for Human AccessWe provide complete glazing solutions of Manual as well as Automatic sliding, Swing, Revolving & Customized Doors requirements for all types of commercial & residential premises. We supply Automatic Door systems from DORMA of German origin, who happen to be one of the major Global leaders in the subject category. Along with supplies, our strength happens to be in carrying out installation, maintenance and repairs in eventualities, of multiple product brands as prescribed in OEM product technical manuals, to ensure long-term trouble free performance of products there-by preventing repetitive break-downs, lowering frequency of failures & resulting inconvenience !

Movable Acoustically Sealing WallsWe provide complete solutions of Manual, Semi Automatic & Fully Automatic movable acoustically sealing movable walls to optimize space from DORMA

Glazing Facade SpidersWe provide complete solutions for External Glazing & Canopies with Spiders & their related accessories from DORMA.

Glass Shower Cubicles & PartitionsWe provide complete solutions for Shower Cubicles & Partitions from DORMA apart from various other related products from assorted manufacturers.

Automatic Swing / Sliding Compound Gate Systems for Vehicular AccessWe also provide solutions for Automatic Gate System requirements. In this category, We represent Toshi Automatic Systems Pvt. Ltd who happen to be the importers & All India Distributors for RIB & DOORHAN make systems of ITALIAN & RUSSIAN origins respectively, apart from various other related products from assorted manufacturers of European Origin.

Automatic Traffic / Parking control Drop-Arm Boom BarriersExclusively from RIB of ITALIAN origin representing them since 1990 till date apart from Other assorted imported brands. (Related products : Spike Barriers / Tyre Slicers / Bollards / Road Blockers / Parking Management Systems etc.)

Automatic Sectional Over-Head Door SystemsExclusively from DOORHAN of RUSSIAN origin apart from Other assorted imported brands. ( Related products : Rolling Shutters / Curtains / Blinds / Awnings etc. )

High Speed Roll-up Doors, Dock levellers& Dock SheltersFrom EFAFLEX, Germany &PAW , Turkey apart from Other assorted imported brands.

Security & Surveillance SystemsFrom DORMA, PEGASUS apart from Other assorted imported brands. (Products accompanied with the above : Turnstiles, Flap barriers etc.)

Customized Solutions with system IntegrationDoor Discipline Alarms, Public Address Systems etc.

Manual & Automatic Hygiene systemsInfra Red Taps, Push-O-Maticself closing Urinal / W. C. Flushers, Hand dryers, Air Fresheners, Soap Dispensers, Shoe Shine Machines, Paper Towel dispensers etc.

LED Lighting & Home Automation SystemsFrom I GLOW, India ( NEW Collaboration )

EXISTING CLIENTS OF INTERTRADE

BANKS : State Bank of India, Bank of India, Deutsche Bank, Royal Bank of Scotlandt, HDFC Bank, All ICICI Bank, Standard Chartered bank, IL& FS, SREI Infrastructure, HSBC etc.

CORPORATES :Tata Communication, Reliance, Dow Chemicals, Sion Hospital, Fortis Hospitals, Tata Motors, Tata Interactive, Larsen & Toubro, Mahindra & Mahindra, B.C.C.I, IPL, Supreme Treves, CMC, ESSAR House, Global Telecom Ltd., K.P. Sanghvi International ltd., Khemani /Blossom Distilleries Daman, Nokia Chennai, MSC Agency, WNS Global Services, Bombay Dyeing etc.

MALLS / STORES :Inorbit Malls, High Street Phoenix, Lifestyle, Shoppers Stop, Globus, Oberoi Mall, Moksh Plaza, MAXUS Malls, Haiko Mall, Korum Mall, Metro Shoes, Aadya Honda, Bikaji, MNG Stores, Guess Stores, ColorPlus Stores, Hypercity etc.

BUILDERS / OTHERS :Runwal, Raheja, Hiranandani, H.C.C., Lokhandwala, DLH, American School of Bombay etc.

HOTELS :ASCOT, MIRADOR, HILTOP, TAJ Lands End, TAJ President, Taj Mahal Hotel & Towers, ORITEL, Grand Hyatt, Intercontinental, Leela Kempinski, Gordon House, Park Hotel, Studio 49 pune etc.

PRESTIGIOUS CLIENTS :Birla House, Ruia House, Tata Bunglow, HDIL Wadhwan Bunglow, Goenka Residence, Bajaj Residence etc.

PROBLEM STATEMENT

In an earlier study conducted by automated service quality has been identified to have a significant importance, automated service quality, customer satisfaction and their relationship. The current study extends the previous study and investigates weather there is any relationship between automated service quality and customer satisfaction.

In the general literature, service quality and customer satisfaction have often been identified as significant predictors of business performance. Therefore, this study explores how perceived quality of automated service and level of customer satisfaction are related to firms profitability. Automated service quality is defined as the customersoverall evaluation of the services provided through electronic channels, such as the internet, telephone. It is proposed that customer perceptionsand preferences of service quality have a significant impact on a organization success.

Analysing markets based on customer perceptions, designing a service delivery system that meets customer needs, and enhancing levels of service performance are pertinent objectives for organizations to gain and retain a competitive advantage. Service quality in the broader context has received much attention because of its obvious relationship with costs, customer satisfaction, and customer retention.

The literature provides an extensive account of the relationships between service quality, customer satisfaction, where face-to-face interactionbetween customer and employee is the only focus. Recently, however, technology has had a remarkable influence on the growth of service delivery options and a profound effect on service marketing.

There are several competitive advantages associated with the adoption of technology in service organizations, including the creation of entry barriers, enhancement of productivity, and increased revenue generation from services. Service quality is one of the main factors that determines the success or failure of home automation. However, automated service quality has tended to lag behind because practitioners have focused mainly on issues of usability and measurement of use, with little consideration for the outcomes.

Therefore, this study will investigate whether significant relationship exist among automated service quality, customer satisfaction.

PURPOSE OF THE STUDY

The purpose of the study is to present and test a model, which identifies the relationship of, automated service quality and customer satisfaction with the customers needs. The rapid development of entrance automation & home automation technology options advances the need for research beyond the interpersonal dynamic of service encounters in this technology oriented context. Parasuraman and Grewal (2000) emphasised the importance of technology in shaping buyer-seller interactions and recommended further investigation into the impact of technology,

For example, on the service quality-value loyalty chain. The quality issues of automated services in the banking context are becoming important because of their potential influence on: attractiveness, customer Automated service quality, customer satisfaction and their relationship retention, profitability, positive word-of-mouth, and maximum competitive advantages.

Despite the theoretical background underpinning the importance of automated service quality in customer satisfaction and profitability, empirical research is required to examine the extent to which it enhances or diminishes these variables in this new context. Accordingly, this paper will begin with a literature review of current theoretical arguments, followed by a description of a model, developed by the authors, to show the relationship between customer perceptions of automated services organisation and their profitability via customer satisfaction.

Data collection methods and analysis techniques will then be explained. The paper will conclude with an examination of the major research findings, methodological limitations and implications for marketing planning. The present study aims to identify the relationship of automated service quality and customer satisfaction.

OBJECTIVE OF THE REPORT: GENERAL OBJECTIVE

The objective of the case study is to develop the concept about the various aspects of the organizational structure, success & marketing process of the automation industry. This case study will help me to analyze the various concept of marketing, formal hierarchy, rules, organizational network, various types of approaches to make profit, decision making in stable & unstable situation, how to improve the quality of service & the sales process which will enrich my experience for my future career.

SECONDARY OBJECTIVE

Objectives Regarding This Study Are As Follows:

To fulfill academic requirement; To assess the performance of Intertrade in both absolute and relative term in a comparative manner. To find out the trends in order to predict the future level and pattern of the variables from the consequences of existing level and rate of changes of different variables. To gain practical knowledge in automation industries. To assess and evaluate the growth trends on intertrade among other service provider. To recommend ways and means to solve problems automation industry.

Our Secondary Objectives Are As Follows: To identify the marketing strategies of Intertrade Automation Solutions. To know their market strategy on its current market. To evaluate the promotion campaigned of the company. To provide recommendations toits current market share and to increase further with giving the customers more value and satisfaction.

LITERATURE REVIEW

Automated Service Quality

There are well-established definitions of service quality within the general personal interaction environment, but attention has recently been directed to the environment. To date, automated service quality research has been limited to relationship management rather than the metrics of service quality. Therefore, the current literature lacks a comprehensive definition of automated service quality. It is defined it with specific reference to the internet defining it as the extent to which Automated service quality, customer satisfaction and their relationship with the Entrance Automation & Home Automation a site facilitates efficient and effective purchasing and delivery. For the purposes of this research, however, the definition proposed by Santos (2003) has been adopted, as it provides a more general definition of automated service quality that can be extended beyond internet-based applications. It is the consumers overall evaluation and judgment of the excellence and quality of service offerings in the virtual marketplace. This is applicable to the current research.

Thus, automated service quality is defined as the customers overallevaluation of the excellence of services provided through its networks, such as the internet and telephone. Mols (2000) argued that customer acceptance of new automation service delivery in banks may bring a dramatic change in the way of maintain close relationships with their customers. The introduction of new automated channels of service delivery has made customer participation more widely possible and researchers therefore need to adopt new ways to conceptualize automated service taking into consideration the attributes of all service delivery channels. A number of marketing scholars identify internet and telephone as the principal automated delivery channels for automation service provider.Automated service quality, customer satisfaction and their relationship with service performance. In the automation sector, customers tend to use these three different automated service delivery channels in a complementary way. Consequently, building a relationship with the customer can be developed using any one of them, but more likelyin combination. Customer evaluation of automated service options and their intention to use a particular option are directly affected by perceptions of the attributes associated with a particular option. Each channel has its own attributes, which differ from the others. The quality of each automated delivery channel shapes customers overallperception of automated service quality; therefore, each delivery channel has been considered as a factor in the proposed automated service quality construct rather than an aggregated measurement.

From a customer perspective, price is the most important motivation for engaging the purchases of the automated product and is the most critical comparison lement. Price is considered as one of the most important determinants of automated service. Further more research reveals that consumers are more prices sensitive. Pricing problems associated with perceptions of unfairness and non-competitiveness, consequently, price has been incorporated as an additional factor that could influence overall customer perceptions of automated service quality. Core service refers to all components of service and the basic products being offered and, as such, explains the what of a service.

Core service has features that shape and distinguish automated service quality, customer satisfaction and their relationship. It is an essential component of automated service as the product offerings and product information represent a set of elements that can have a positive impact on automated service satisfaction levels. Product innovation and knowledge development factors also have a significant effect on the success of automated service provider. Therefore, customer perceptions of the variety of products/services offered by an organisation will be considered as another significant factor shaping overall customer perceptions of automated service quality. This research establishes that influence customer perceptions of automated service quality in automation service industries core service and customer perception of price.

Automated Service Quality

Service quality is considered a critical measure of organisational performance. It remains the most important issue in both the marketing literature generally, and service marketing literature specifically. The literature indicates that profit-oriented service organisations and academic researchers see service quality as a key driver of profit. However, few studies have explored the direct positive link between service quality and automated service quality, customer satisfaction and their relationship with performance organisational performance in the traditional service context.

Furthermore this relationship has not been empirically investigated inthe automated service context. The viability of automated service industries depends upon its profitability and research has linked the success or failure of automated service industries with service quality. Since automated service quality impacts on the attraction of its customers and, the quality of the home automation services contributes to the improvement of profitability. Therefore, with respect to the entrance & home automation service quality effect to the profitability of the organisartion, it can be expected that in an automated service organisation context, service quality is positively.

Customer Satisfaction

Customer satisfaction is generally defined as a feeling or judgment by customers towards products or services after they have used them. Customer satisfaction in service industries has been approached in two ways; satisfaction as a function of disconfirmation, and as a function of perception.The confirmation/disconfirmation paradigm views customer satisfaction judgments as the result of consumer perceptions of the gap between their expectation and perception of actual performance, however, the disconfirmation theory has been increasingly criticised by many marketing scholars. In particular, the latter author argued that the different definitions of expectations and the difficulties with measurement operationalisation have undermined these models which used Automated service quality, customer satisfaction and their relationship with organisation performance expectation concepts.

Thus, there was no consistency in operationalising the expectation part of customer satisfaction in the literature. Some authors have considered that neither disconfirmation nor expectation had any effect on customer satisfaction. Some researchers demonstrated a direct link between actual performance and satisfaction levels. However, to avoid the debate surrounding the nature of the expectation concept in measuring customer satisfaction, this research has followed an alternative approach, which initially depended on customers actual evaluations of satisfaction, rather than on the gap between perception and expectations.

Relationship between Customer Satisfaction and Organisational Performance

Achieving customer satisfaction is a vital target for most service firms today, as it leads to improved profits, word-of-mouth, and less marketingExpenditure. Many empirical studies in the literature have found a positive relationship between customer satisfaction and organizational performance. However, the authors found no studies pertaining specifically. Accordingly, this study will also contribute to knowledge by investigating this relationship within the automated service quality and sales context. Thus we can say that in an automation service industries context, customer satisfaction is positively related to organizational performance.

Organisational Performance

Performance is the outcome of all of the organisations operations and strategies. Measuring performance accurately is critical for Automated service quality, customer satisfaction and their relationship with organisational performance accounting purposes and remains a central concern for most organisations. Performance measurement systems provide the foundation to develop strategic plans, assess an organisations completion of objectives, and remunerate mangers. Although assessment of performance in the marketing literature is still very important, it is also complicated. While consensual measurement of performance promotes scholarly investigations and can clarify managerial decisions, marketers have not been able to find clear, current and reliable measures of performance on which marketing merit could be judged.

Two approaches have been adopted in the literature to measure organisational performance. The first subjectively measures the performance of firms based on their own evaluation and expectations or comparison with their competitors. The second is objective, based onthe absolute measure of performance such as financial ratios.

In this study, both measures were used because.

Other studies adopting the two approaches found a strong association between objective and subjective measures of performance. Subjective performance measures have been found to be reasonably reliable and are widely used in international marketing and strategy literature. The sole use of objective performance measures, such as growth, is not an accurate measure of firm performance.

A combination of the two approaches maximises the advantages and overcomes the weaknesses associated with using one only. Automated service quality, customer satisfaction and their relationship with organizational performance

RESEARCH METHODOLOGY

Research Design

The conceptual framework illustrates the name of research variables and relationship within them. In this study, the researchers are going to investigate the relationship between automated service quality and customer satisfaction with the organizational performance of the automation industries in the context of Intertrade Automation Solutions. Research that studies the relationship between two or more variables is also referred to as a co relational study. That is why a co-relational research design has been selected in order to find out the appropriate answers of the research questions and to test the hypotheses. The model also suggests this type of automated service quality, customer satisfaction and their relationship with organizational performance design.

Here, service performance is considered as the dependent variable, whereas automated service quality and customer satisfaction are considered as independent variable. To gather data on the research questions, the researchers used questionnaire. The rationale behind using questionnaire to collect data is : i. It takes less time to fill up a questionnaire. Therefore, the customers will not be reluctant in providing accurate data.ii. Personal interview is both time and cost consuming.iii. The data gathered through questionnaire is easy to put in quantitative analysis. Therefore, questionnaire is the most useful method to collect data for this study.

Sampling Method

There were two different types of population for this study. For this proposed study the first population was the general public. Another population was the existing clients of Intertrdae automation Solutions. The researcher used systematic sampling to collect the sample for this study. In most of the previous researches conducted on public the researcher had used this type of sampling. The sample size was 100 as in the previous research which was conducted on the organizational performance of the industries the researcher has chosen a sample size of 100 and found effective match. Again, in this research the researcher used sample size of 100 because of time limitation. Automated service quality, customer satisfaction and their relationship with organizational performance.

The researcher used convenient sampling to collect the second sample. A sample consisting of 100 existing clients of Intertrade Automation Solution were selected. The reason behind choosing non-probability sampling is that :

i. If the researcher would have gone for probability sampling for the clients, then a sample frame would have been needed to collect and from the list, a sample would have been drawn, which might have been larger enough to meet reasonable time and given cost. According to, Cost considerations influence decisions about the size and type of sample and also the data collection methods.

ii. The current researchers are going to extend the study in which the previous researchers use the sample size of 100 and find appropriate results as predicted. Therefore, the current researchers feel the sample size of 100 is safe to implicate in this research. This was mainly done considering the time and cost factors behind the research conducted.

Survey Instrument

To gather data the researcher used questionnaires. The questionnaire survey is the most effective method for this study to collect data for this for the following reasons 1. Respondents anonymity can be maintained.2. The researcher conducted survey on a total of 200 respondents. It was not possible to conduct personal interview because of time limitation. Therefore, questionnaire survey was the most appropriate one for this study.

Structured questionnaires were used in this research to collect data from the clients. In the questionnaire which was developed for existing clients, there were asking a some question such as, Intertrade give a better service or not, technician responding / behaviour, break-down / AMC attending, price, and customer are satisfied their service, any suggestion to the Intertrade. Automated service quality, customer satisfaction and their relationship with organizational performance.

i. In 100 clients 70 are happy with Intertrade services & rest of that are sometime happy to Intertrade.ii. All 100 client told Intertrade technician are goond in behavior & they responding there any issues & they give a suggestions. iii. All clients are happy with Intertrade & they told their technicians are attending break-down call & attending AMC 4 time in a year.

iv. 75 clients are told Intertrade charge less price to other service provider who involve in this industries.v. All clients are satisfied their service.

Second sample in the questionnaire which was developed for general publics means mostly questionnaire asked for architecture such as, you have existing any automatic door, if yes which make, you have to buy the automatic door if yes which make you buy, buy Dorma make automatic door, its a cost effective to you, automatic entrance door is convenient to use,

i. Mostly have automatic door but its a china make.ii. All told they have buy a new automatic door, because the existing make is not working and maintaining cost is very high. Mostly have buy Dorma make. iii. Many architecture told they have buy Dorma make automatic door because its a Germen make product & technologically its product is very good &it is a expensive but they not worried about the csot because that product life duration is 9-10 years & it is convenient to use

Data Collection Procedure

The present research is a unique one for Intertrade Automation Solutions. As a result, secondary sources of data were not available for the present study. Therefore, the researcher required primary data to investigate the research questions. To collect data from the primary sources, the researcher thus used questionnaire survey method.

Data Analysis

Pearsons Co relational analysis was used to find out whether any relationship exists between the independent and dependent variables. Correlation analysis is the statistical tool that can be used to describe the degree to which one variable is linearly related to another. After collecting the data, correlation matrix for the variables were prepared and the researcher looked for significant correlations. The researcher used Stepwise regression to test the strength of associations between the study variables. The Statistical Package for Social Science (SPSS) software was employed to analyze the data collected from the actual survey. Automated service quality, customer satisfaction and their relationship with organizational performance

LIMITATIONS OF THE STUDY

A limitation of this study is the mix of longitudinal (organizational performance) and cross-sectional (service quality and satisfaction) data. It is difficult to avoid this problem because of the time limitation. Ideally service quality and satisfaction should be tracked over the same period as organizational performance. However, this limitation had little impactAutomated service quality, customer satisfaction and their relationship with organizational performance on results due to the absence of a significant difference among ratios over the five-year span, reflecting the stability and validity of these ratios.

This paper presents an initial phase of a sustainable research program and as such has limited itself in terms of research design. First of all, researchers have limited access to the related literature review due to lack of journals available on the measured variables. As a result, researchers have limited resources to deal with. Second, data collection is restricted within Mumbai city only, which may fail to represent the factual scenario of the relationship between measured variable. Finally, this research was limit to Intertrade Automation Solution only rather than whole automation industries sector. So the researchers did not have the view on total automation industries sector of this country, which limits the generalization of the findings.

SIGNIFICANCE OF THE STUDY

This study is significant for the following reasons :

i. The findings of this research effort may have practical implications for service providers that strive to organize their service offerings in order to accomplish their corporate objectives.ii. The study will help or assist companies to enhance their understanding of the actual employee service quality to the response to their work climate, so it will be easy for the companies to make decision regarding internal marketing.iii. This research may encourage further study and provide useful guidelines for these types of researches. Automated service quality, customer satisfaction and their relationship.

CASE STUDY

Case Study on Automation Testing

Overview

The Enervista suite of applications were software interfaces for electrical devices manufactured by the company and was basically about setting different set of values, controlling the parameters, and communicating with the device, In short these applications were graphical user interfaces to the electrical devices. The software has therefore numerous fields which had to be set and different combinations of actions that need to be performed on the application. This basically involved a large testing cycle considering the frequency of releases for the application, each application in the suite had 2-3 releases every year amounting to a large testing cycle, automation of the applications seemed a very good choice.

Objectives & Challenges

The modular approach of automation seemed very out of place here taking into account the multiple applications involved as this might require generating test scripts for each applications which would result in huge effort, less generic and less reusable scripts, and of course more maintenance over the life cycle. The feasibility study revealed that the application had lots of third party controls which were not recognized bythe automation tool, neither was any automation support built into the application that would allow the tool to communicate to these third party controls.

The biggest challenge was automating the tree view and the grids that were not recognized by the automation tool. It was also important to generate very generic test scripts that could be used across different applications this was required to eliminate any chances of redundancy in the framework. The most important requirement for the framework was to have an easy-to-use interface and a highly informative report to be generated at the end of test execution, thus allowing those who do not have exposure to the test automation tool to use the framework and interpret the results of the test execution.

Our Solution

The feasibility study made us to think out of the box to automate the application and we decided to employ QuEdges proprietary Optical Character Recognition (OCR) mechanism and the Sub-Image matching to facilitate the automation process. We tested the OCR and the Sub-Image match for effectiveness, concreteness, and reliability and was found to cater for automating most of the sections of the application.We decided to use excel as the interface to the framework that would be built in Silk Test and to design a website that would display the results of the test execution even when the test execution is in progress.

Implementation

We designed a keyword Driven Framework in SilkTest that had an excel interface to administer test case management, test execution and test distribution. Keyword Driven Framework was used as the keywordscould be reused across applications and in spite of the initial effort, and the effort in plugging in new projects in to the framework would be very less. The framework is also designed to work across multiple operating systems and over previous versions of Silk Test. Keywords were developed that would work on multiple applications that share the same functionality and all the keywords built into the framework work for all the applications for which the functionality is applicable. A group of logical keywords make a test case and since these keywords are incorporated into the excel interface, thus allowing the end user to create or manage the test cases.

CONCLUSION

The automation effort was planned for 6 milestones including one Milestone for Knowledge Transfer. The out-of-the-box approached we embraced on this effort allowed us to verify graphs and waveforms which would have impossible with the automation tool alone. The automation effort has covered areas that would have difficult to test manually considering the different combinations that are possible and thereby ensuring at least 50% lesser testing cycle per release of the application.CONCLUSION

In view of the findings, the provision of high standards of automated service quality and maintaining a significant level of customer satisfaction will lead to improved organisational performance. While this research found that service industries had no or little significant relationship with industrial performance, improvement in the quality aspects of this dimension could enhance overall satisfaction and in turn may boost the organisational performance of Intertrade Automation Solution. Finally, this research will encourage further study and useful guidelines for these types of researches. We should study marketing strategy because we all use marketing techniques in every aspects of business. If we want to work in business, we need to know about marketing strategy because marketing people play a vital role in business activities. Marketing jobs are inherently interesting because of the variety of people encountered and activities undertaken. In addition, it offers the opportunities for financial rewards and promotions. In conclusion I can strongly predict that Intertrade Automation Solutions contains a great future ahead of it.

BIBLIOGRAHPY

Web Site Reference www.intertradeautomation.comwww.ingersollrand.co.uk www.wikipedia.com www.answer.com34