PROJECT REPORT ON CUSTOMER PERCEPTION SURVEY & ANALYSIS OF PERFORMANCE OF NIIT, DILSHAD GARDEN, NEW DELHI

BY SRIVALS ENROLMENT NO 05021001911 GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY

ACKNOWLEDGEMENT
At first, I grate fully acknowledge the sincere help of NIT authority for arranging a Summer-internship in NIIT Ltd., NE !EL"I. Especially I am deeply inde#ted to $rs. S%NAL &"A'"AN , (rofessor, !ept. of ))A *&A$+, I!EAL INSTIT'TE %, $ANA-E$ENT . TE&"N%L%-/ for his tiredness effort and proper guidance for the same. I can not forget the contri#ution of all the faculty mem#ers of NIT !ILS"A! -A0!EN, NE !EL"I for their 1alua#le teaching, guidance . help. I can not forget the contri#ution of $s. S"0'TI $AL"%T0A, &enter "ead of NIIT, !ILS"A! -A0!EN )ranch, $r. SAN2EE3 T"A4'0, &enter $anager, NIIT !ILS"A! -A0!EN for their un#elie1a#le co-operation and helping for the e5ecution the pro6ect. ,inally I also want to e5tent my gratitude to the employees and staffs of the NIIT, !ILS"A! -A0!EN )ranch for facilitating to complete the pro6ect #y pro1iding the necessary information. S0I3ALS

TABLE OF CONTENTS
CONTENTS I !"#$%$&'#$(" O% P)(*+!, O*-!&#$.!/ I"#)( 0&#$(" H$/#()1 P)( 0&# K"(2+! 3! M!#4( (+(31 & L$,$#'#$("/ (% #4$/ 5)(-!&# S0).!1 %$" $"3/ '" '"'+1/$/ SWOT A"'+1/$/ NIIT V/ O#4!) ! 0&'#$(" /!).$&! 5)(.$ !) S033!/#$(" & R!&(,,!" '#$(" C("&+0/$("

IDENTIFICATION OF PROBLEM
NIIT, !ILS"A! -A0!EN #ranch started its 6ourney from 7889 with a 1ision :To #ecome market leader in IT education ser1ice field in its operating area;. It has decided to tie up with tutorial centers and do acti1ity in colleges each month to make their 1ision into reality. They ha1e a su#stantial market share as compared with their competitors #ut they are facing tough competition from them in the recent past specially in the marketing department. %n this #ackground NIIT has #een identified research o#6ect to find out the reason of low key performance #y considering different parameters of marketing and #usiness strategy.

OBJECTIVES
To find out the awareness le1el of NIIT at !ILS"A! -A0!EN, -T) EN&LA3E,!ILS"A! E<TENSI%N,NAN! NA-0I, and !L, areas and increase the #rand 1alue. To find out the e5isting customer=s perception *feed#ack+ a#out NIIT educational ser1ice and satisfaction le1eling following areas. >. Teaching ?uality 7. Study materials @. (rice A. -rie1anceBcomplain handling C. (lacement facilities 9. &ustomer relationship To analyDe Strength, eakness, %pportunities and Threats *S %T+ of NIIT, !ILS"A! -A0!EN )ranch.

INTRODUCTION

INTRODUCTION
NIIT, the glo#al IT Learning Solutions &orporation, is known for its pioneering work in the field of IT education and training. %ur strong research orientation has helped us continuously inno1ate in the areas of instructional design methodologies, and curricula de1elopment that is cutting-edge. NIIT=s 1ast education deli1ery network spread o1er @8 countries in the Americas, Europe, Asia, $iddle East, Africa and AustraliaB%ceania, #lends classroom and on-line learning. The company pro1ides a comprehensi1e education en1ironment to indi1iduals and enterprises, offerings training that is customiDed to the 1aried needs of audiences with di1erse #ackgrounds. NIIT, the #rainchild of two, young Indian entrepreneurs, pioneered and nurtured the concept of high ?uality IT education in India. Set up in >EF>, NIIT has trained one out of e1ery three software professionals in the country and #ecome a #eacon in the glo#al IT re1olution. ,rom introducing computers to the people of India, to pro1iding ad1anced IT skills to students and professionals, NIIT has e1ol1ed into a training powerhouse. hile our special-priced, IT programs ha1e ena#led ordinary citiDens to achie1e computer and Internet literacy, our career education has shaped the li1es of millions of indi1iduals.

SOME MILESTONE ACHIVED BY NIIT OVER 25 YEARS6

"eld the top spot in the IT Training Industry in India since its inception 78 years ago. Among the Top 78 -lo#al IT Training &ompanies, in a 7888B788> listing of International !ata &orporation *I!&+, a premier #usiness intelligence firm GNIITH The >st &hoice of 0ecruitersG #y >>F employers H !ata?uest, $ay @>, 788> Ad6udged )est Training &ompany #y 'sers in &omputer orld opinion poll 7888 GThe /outh $arketer of the /earG award *$T3 and Economic Times )rand E?uity, >EEE+ GThe $c!onaldIs of software #usinessG - ,ar Eastern Economic 0e1iew, 7888 NIIT emerges as the G)est "i-end $icrosoft Training (artner in AsiaG >EEE NIITIs e5tensi1e reach, through its @FF7 centers in @> countries, ena#les learners across geographies *e1en in remote locations+ to a1ail the #enefits of IT training NIITH the G)est $icrosoft in74 Training (artnerG 7888 NIIT conferred $icrosoftIs I)est Training &ompany AwardI 788> &onferred $icrosoftIs I)est &TE& Solution &ompany in Asia (acific AwardI 7887 )est &itri5 AuthoriDed Learning &entre *&AL&+ of the /ear 7887I for Asia, at the &itri5 i,orum )est training Ser1ice pro1ider on .net award #y $icrosoft for its outstanding contri#ution

H$/#()1 A" F'&#/

NIIT FACTS J E/# K >EF> J F$"'"&$'+/ 712 ,("#4/ !" ! M')&4 81, 20059 K 0e1enues - 0s 9@9.@ crores K %perating (rofit - 0s AE crores K (rofit After Ta5 - 0s @C.C crores K India 1s. %1erseas K ALHC@ J G!(3)'54$!/ K Americas, Europe, Asia, $iddle-East, Africa, AustraliaB%ceania J O5!)'#$("/ K 7E countries J NIIT &!"#!)/ : 88;9 '/ (" M')&4 81, 2005 K India K @>CC K International K 7>A J S#0 !"#/ (" )(++/ - C,88,888 J A+0,"$ K @.C million J -lo#al Learning Solutions for Indi1iduals, Enterprises, Schools and &olleges J -lo#al customers include "itachi !ata Systems, $icrosoft, Sun $icrosystems, Nokia, Ericsson, New /ork Institute of ,inance, Sears, $arks . Spencer, I4EA, SAS, Singapore Airlines, )(, Shell, Schlum#erger, ITE Singapore, Telekom Smart Schools $alaysia, Nan yang (olytechnic Singapore, and 'ni1ersity System of -eorgia J <0'+$#1 C!)#$%$&'#$("/ K ,irst company to get IS% E88> under Tick IT for instructional software in >EE@. K The 4nowledge Solutions facility #ecame the first content de1elopment facility in the world to #e assessed at SEI-&$$ Le1el C L$/#$"3 K Stock E5changes in India since ,e# >EE@. )ecame the first IT &o to cross the 'S! > )n market cap in >EEF E,5+(1!!/ - >F@F Alliances with glo#al IT ma6ors like Intel, $icrosoft, %racle, SumTotal, Thomson (rometric C()5()'#! S(&$'+ R!/5("/$*$+$#1 I"$#$'#$.!/ K I-LEA0N - An educational system for the disa#led K G&omputer Assisted Teaching and 0eha#ilitation for !isa#ledG K A colla#orated effort #etween the Spastic Society of Tamil Nadu and the 0a6i1 -andhi ,oundation and NIIT K :"ole in the wall; e5periments to #ring 6oy and IT to uneducated slum children K orld &omputer Literacy !ay * &L!+ cele#rated on !ecem#er 7 e1ery year, and International omen=s $onth cele#rated in $arch, to help people cross the digital di1ide K )ha1ishya 2yoti Scholarships for financially constrained and meritorious students

J J J J

PRODUCT KNOWLEDGE

PRODUCT KNOWLEDGE

G=NIIT
The new industry-endorsed GNIIT Program with Multiple tracks NIIT's all-new, industry-endorsed GNIIT program for IT career aspirants is aimed at bridging the IT manpower shortage expected over the next three years. It is expected that hundreds of thousands of nowledge professionals, with sharply defined s!ill-sets for varied industry needs, will be re"uired worldwide. India alone is expected to face a shortage of #,$%,%%% professionals by &%%'. (ur flagship program-which recogni)es that general-purpose IT training with uniform content for everyone *ust isn't good enough for the emerging IT age-offers learners as many as four speciali)ation trac!s.

GNIIT, with its focus on +oftware ,ngineering, +ystems ,ngineering and Networ!ing, Information +ystems -anagement and ./( -anagement, opens up many career paths for learners. The program also offers placement partnerships with leading companies, by customi)ing portions of the curriculum to match their precise s!ill re"uirements. Professional Practice 0uring the three-year GNIIT /rogram, students are put through one-year of /rofessional /ractice, a form of internship at leading IT and user organi)ations.

,very year more than 1%,%%% GNIIT students start wor!ing in over &%%% reputed organi)ations.

Benefits The GNIIT program offers the following benefits to students2 Industry-endorsed, it is designed in consultation with the recruiting companies and NIIT alumni from across the IT sector It will create 3right-s!illed IT manpower3 in a steady and predictable manner It combines generic IT s!ills, with company-specific s!ills to create a pool of professionals that are industry-ready and productive immediately The four-trac! program ta!es into account the hiring trends within the IT and IT,+ industries and the 3most-in-demand3 *obs The program focuses on the emerging technology platforms that will be in demand in the future GNIIT ta!es into account the specific needs of the ./( sector that re"uires technical and other manpower in large numbers at short notice. GNIIT has created accelerated options and exit points mid-through the program in order to meet these re"uirements

Eligibility The GNIIT program is meant for students who have passed out of 4lass 5II or are currently attending college. They can complete a substantial part of the program alongside their college education, under NIIT's dual "ualification scheme. The GNIIT program is also for fresh engineers or IT graduates, who may complete it in an accelerated mode. The ontent

GNIIT is divided along four trac!s and includes a 6oundation +emester, a !ey re"uirement for any speciali)ation stream. 4lic! on the following trac!s for +emester details2 +oftware ,ngineering +ystems ,ngineering and Networ!ing Information +ystems -anagement ./( -anagement

areer Edge
4areer,dge is NIIT's application-oriented program aimed at providing an 3edge3 to students in any professional environment, whether management, sales, mar!eting, law, finance, architecture or medicine. 4areer,dge familiari)es students with hardware, operating systems, programming languages, 7eb-based technologies, the basics of animation and 80.-+ concepts so that they are completely at ease in the new, &1st century wor!place. Benefits 4areer,dge e"uips students with soft s!ills, including effective communication It is the "uic!est way for students to gain computer !nowledge relevant for the modern wor! environment 4areer,dge enables college students to prepare for the *ob mar!et by providing them basic, everyday, IT expertise

Program 4omputer (verview 4omputing 7orld G9I (perating +ystem using -+ 7indows 7ord /rocessing +preadsheet /resentation Graphics 7eb page designing using :T-; +cripting -ulti-9ser (perating +ystem using ;inux /rogramming ;ogic and techni"ues (b*ect (riented /rogramming +ystems using 4<<

Eligibility +chool and college students and professionals wanting to get ahead in their *obs.

!uration 6our-month programs

urriculum for "d#anced Technology $tudies

= part of NIIT's advanced-level education offerings, 4=T+ >4urriculum for =dvanced Technology +tudies? is a series of high-end programs designed for individuals who want to stay abreast of technology developments and upgrade their !nowledge in specific areas within IT. ,ngineering students, who wish to remain updated on the IT sub*ects they are studying at college, will also greatly benefit from these offerings. The 4=T+ programs offer students and professionals the following benefits2 =ccess to customi)ed modules based on the individual re"uirements in terms of content, duration, timing and methodology :igh "uality training by internationally certified faculty with expertise in state-of-the-art technologies Training on cutting-edge software from NIIT's technology partners including global giants -icrosoft, (racle, I.-, Thomson /rometric, among others

4=T+ comprise the following comprehensive range of offerings designed to provide expertise in cutting-edge technologies and platforms2 NIIT urriculum Programs2 = series of high-end programs aimed at res!illing students, engineers and wor!ing professionals in state-of-the-art technologies. .ased on NIIT's cutting-edge Instructional 0esign techni"ues, the 4urriculum /rograms provide expertise in the areas of software development, networ!ing and systems administration, database management, among others. Programming %anguage and Tools The 4=T+ course on /rogramming languages and tools is targeted at professionals within organi)ations see!ing expertise on developing applications that are either des!top-based, 7eb-based, database-based, etc. /rogramming using 4 +tructured @ +ystems programming using 4 /rogramming using 4 and 0ata +tructures (b*ect (riented /rogramming 9sing 4<< 8apid 7indows .ased 0evelopment using A..Net Implementing 4(-< +ervices 9sing A4B >/rogramming using C0 ? Cava /rogramming C&,, ,xpert - 0esigning and Implementing C&,, solutions

&eb "pplication !e#elopment

&eb "pplication !e#elopment 4=T+ special program on 7eb =pplication 0evelopment is for professionals focused on Internet-enabling applications within an organi)ation in order to ma!e available these resources to employees situated across the globe. 9nder this program, learners gain !nowledge about creating 7eb sitesDpages using 7eb technologies such as :T-;, 0:T-;, +cripting =+/, 5-;, etc. which can be accessed from any location using the Internet as the bac!bone. :T-; /rogramming 0:T-; /rogramming +cripting 9sing CavaDA.- +cripting 0esign 5-; +eries /rogramming using Cava &.% - =pplet 0esigns 0eveloping 7indows and 7eb =pplication using .Net 0eveloping .Net applications and 5-; 7eb +ervices 7eb =pplication 0evelopment using =+/.N,T

!atabase Management $olutions

!atabase Management $olutions

4=T+ module on 0atabase -anagement solutions provides learners with detailed !nowledge about relational 0atabase -anagement systems. The program covers two ma*or activities associated with 0atabase -anagement including database processing and database administration. 7hile under !atabase Processing, /rofessionals are ac"uainted with transaction and analytical processing, the course on !atabase "dministration focuses on -anaging 0atabases, 9ser -anagement, ;oad -anagement, /erformance Tuning, among others. 0esigning and Implementing a 0atabase using +E; +erver &%%% Introduction to (racle Fi- +E; (racleFi2 /rogram with /;D+E; (racle Fi 0atabase =dministration 6undamentals- I (racle Fi 0atabase =dministration 6undamentals- II (racle Fi 0atabase /erformance Tuning

$ystems "dministration and Networking

$ystems "dministration and Networking The systems administration and networ!ing module within 4=T+ is for professionals who wish to learn everything there is to !now about !eeping IT infrastructure always functional, always-on. /articipants in this program learn to manage the IT resources of an organi)ation including operating systems, networ! infrastructure, etc. (n the administration side, learners are exposed to activities such as user management >authentication, authori)ation?, performance tuning, load management, among others. ;inux /ower 9ser- 9ser Interface and 4ommands ;inux system =dministration- 9ser and =pplication =dministration ;inux Networ! =dministration- Networ!ing and Networ! 0esign =dministering a 7indows based Networ!- Networ!ing and =pplication =dmin

Mobile
Mobile

omputing Programs
omputing Programs

These programs are aimed at creating software and applications developers for the mobile computing platform and cover popular technologies such as C&-,. The programs enable developers to build advanced applications for mobile devices, ma!ing use of cutting-edge tools and networ!ing technologies. 0eveloping -obile =pplications using C&-,

International

ertification Programs

NIIT is authori)ed to conduct training on state-of-the-art technology platformsoperating systems, databases and development tools-of leading IT vendors such as -icrosoft, (racle and I.-. 4onducted at select NIIT locations and using official curriculum and methodologies, the programs lead to international certifications such as the -4+,, (4/, among others. -icrosoft 4ertifications (racle 4ertifications I.- 4ertifications

$&I'T
+7I6T, NIIT's simplest and "uic!est way to ac"uaint individuals with basic IT s!ills, aims at bringing people and computers together. The +7I6T series of programs have something for everyone-from housewives, to Gen Next to senior citi)ens. ,nabling people to become technology aware, the +7I6T series of programs help learners use technology effectively in their daily lives. Benefits +implicity and ease-of-learning, especially for first time IT users 4omputer learning through NIIT's networ! of education centers = special, step-by-step training methodology that ma!es training easy as it uses real life examples and an exciting learning environment =ccess to computer s!ills that can be applied to daily lives Programs The diverse modules in the +7I6T series of programs include2 +7I6T Cyoti2 a program aimed at ac"uainting individuals with computers and helping gain IT literacy +7I6T India2 a program designed for individuals, to help them effectively use IT at the wor!place 7eb 0esigning -ade ,asy2a special, easy-to-learn offering for individuals and professionals wanting to design 7eb sites /rogramming -ade ,asy2 a "uic! and easy learning module for aspiring, first-time programmers +7I6T for +chools2 a program targeted at learners still in school, that combines computer learning with fun 0r. +7I6T2 a program specially customi)ed for medical practitioners, to enable them to use computers at wor!

METHODOLOGY & LIMITATIONS OF THIS PROJECT

$ET"%!%L%-/
(rimary data are collected #y inter1iewing indi1idual customer and other competitors. %n the #asis of that data I make ST( modelM Segmentation, targeting and positioning. )efore segmentation I scanned the area. Then depending on certain parameters like computer literacy, educational ?ualification, age group, purchasing power I segmented the target group and positioned companies= product. ,or each segment I applied different strategies to position the product. The marketing acti1ity that I did as a part of NIIT DILSHAD GARDEN team can #e classified as followsH 1> 2> 8> ?> 5> ;> A> B> D'#'*'/! &(++!&#$("> B0/$"!// #$!=05/ 2$#4 &('&4$"3 &!"#!)/ C()5()'#! .$/$#/ %() #$!=05/ V$/$#! &(,50#!) #)'$"$"3 &!"#!)/ %() .!" () &!)#$%$&'#$("/> A))'"3$"3 &',5/ %() *)'" 5)(,(#$(" C(" 0&#$"3 !@',$"'#$(" $" &(++!3!/ '" /&4((+/> T!+! &'++$"3 C(0"/!+$"3

,or data#ase collection I 1isited different colleges and schools with different propositions. The colleges I 1isited areH J'$50)$' C(++!3!> M'"$" )' C(++!3!> N')0+' I"/#$#0#! (% T!&4"(+(31> G0)0 N'"'C C(++!3! (% E"3!"!!)$"3> C!)',$& C(++!3! (% E"3$"!!)$"3> B4'$)'. G'"30+1 C(++!3!> B!#40"! C(++!3!> S&(##$/4 P0*+$& S&4((+ K!" )$1' V$ 1'+'1'7 V$.!C V$4')9>

At K!" )$1' V$ 1'+'1'7 V$.!C V$4')9 the main proposition was for conducting free IT literacy workshops for the students. At M'"$" )', B4'$)'. G'"30+1 '" J'$50)$' C(++!3!/ the main proposition was SWANIRVARATA PROJECT. At C!)',$& C(++!3! (% E"3$"!!)$"3> '" S&(##$/4 P0*+$& S&4((+ the main proposition was to conduct a free psychometric and academic counseling for the students coming to take admission in the college. At N')0+' I"/#$#0#! (% T!&4"(+(31 we had the proposition of arranging AAE test for final year students those who ha1en=t got placement. ,or the 6uniors we had the proposition for CATS 90 courses and also 1endor certification.

,or #usiness tie ups with coaching centers, first we scanned the area to find reputed coaching centers with high student #ase, then ga1e them the proposition of sending the students at our center for psychometric test, if any student enrolls here then the proprietor will get a monetary #enefit. e 1isited many coaching centers and found >8 centers

,or corporate tie up we 1isited NE !EL"I $'N&I(AL &%'N&IL with the proposition for corporate training of the employees. e tried to find the gap #etween their present competency and re?uired competency and tried to minimiDe the gap #y corporate training.

LI$ITATI%N

This pro6ect is #ased on sur1ey research which is done through &on1enience sampling where all the areasBapartmentsBsegments may not represented e?uipro#a#ly due to non-co-operation of samples. As our pro6ect is #ased on sur1ey and data#ase collection so all the data=s collected may not #e correct. As our source of data is from people=s word so there may #e some error in our sur1ey results. So there may not #e proper representation of each and e1ery type of customers. This is the main limitation of the pro6ect. "owe1er the sur1ey tried to co1er all the segment of potential as well as e5isting customers. So it is e5pected this pro6ect will contri#ute significantly in this field of research and e1oke further response for in1estigation.

SURVEY FINDINGS AND ANALYSIS

SURVEY FINDINGS AND ANALYSIS KEY SECTOR DRIVEN BY IT

%an&ing/financ e 21%

Manufacturing 15%

$ucation 11% #m all Office 11%

IT/Telecom 22% nerg! "% Government 14%

S(0)&!6 NASSCOM

TWO DOMINANT TECHNOLOGIES LEADING TO IT JOBS

)(5 ) 2(5 2 1(5 1 '(5 ' 2''' 2''2 2''4 2''" 2''* +,-, -%(N T C. -I#U,/ %,#IC " CO%O/ C/C00

JOB ROLES MOST IN DEMAND

5el3 $e1&/ n$ u1er 1u33ort 6%

7ro8ect Management "%

#!1tem anal!1i1 2% Net2 or&ing 1*%

,33l( Develo3ment 11% Data4a1e Managem ent 12% Internet/Int $evelo3m ent 14%

DEMAND AND SUPPLY GAP

Total 1u33l! an$ Ga3 #u33l! e9ten$e$ 4a1e$ on current tren$1 Current 3ool Total $eman$ 7ro$uct an$ Tec:nolog! 1ervice1 Dom e1tic IT 1ervice1 IT 1ervice1 e93ort ' 14' 52' 4"' 2'' )"' 525

**5

2)5

112'

4''

"''

*''

1'''

12''

ACCORDING TO OUR SURVEY OUR TOTAL SAMPLE SIDE IS 820> OUR SURVEY FORM THAT IS IT LITERACY SURVEY 200; IS GIVEN IN THE ANNEEURE> N F 820
S',5+! %',$+1 $"&(,! $/#)$*0#$("6 LOW 6 '""0'+ $"&(,! MEDIUM6 HIGH 6 '""0'+ $"&(,! '""0'+ $"&(,! 6 G;0,000 6 ;0,000 G $"&(,! G 120000 6 H 120000

16%

1*%

")%
lo2 me$ium :ig:

S',5+! $/#)$*0#$(" '&&() $"3 #( I0'+$%$&'#$("H

3o1t gra$ 4% cla11 1' 15%

gra$ 51%

cla11 12 )'%

IT +$#!)'&1 6 O0# (% 820 5!(5+! AA>1BJ 2!)! IT +$#!)'#! )!/# 22>1BJ 2!)! "(# >
2)%

;;%
IT /IT R,T NON < IT /IT R,T

O0# (% IT +$#!)'#! 5!(5+!, $/#)$*0#$(" (% IT /C$++/ ')! '/ %(++(2/6

25' 2'' 15' 1'' 5' '

24;

14'

21 M# O==IC -(%

25

6 OR,C/

11

F() IT ! 0&'#$(" (0) /',5+! 5)!%!)!"&! $/ /4(2" $" #4! 5$! &4')# 6
IC, OT5 R# 5% "%

II5T ;% CMC /TD 12%

NIIT /TD 5'% %R,IN>,R 2'%

O0# (% #4! 5!(5+! 5)!%!))$"3 NIIT LTD, #4!$) &4($&! (% &(0)/! $" NIIT 6

5% 11%

"%

21%

1'% 4;%
M# O==IC +,-, C/C00 OR,C/ -% (N T/+2

P!(5+! &4((/$"3 NIIT LTD 0! #( 6

=,CU/T? 6% 2*% 1*% IN=R,#TRUC TUR COUR# M,T RI,/ %R,ND IM,G 7RIC

25% 2'%

I"&(,! $/#)$*0#$(" (% #4! 5!(5+! 5)!%!))$"3 NIIT 6

2;%

;% lo2 M DIUM 5IG5

""%

SWOT ANALYSIS

SWOT A"'+1/$/
NIIT, !ILS"A! -A0!EN )ranch is operating a 1ery good condition on a large area of EAST !EL"I. After o1ercoming initial difficulties it is now in the growth phase. )ut still there are weaknesses which they ha1e to suppress #y their strength. They ha1e a num#er of opportunities in front of them #ut there also are some potential threats which can decrease their rate of growth in a significant manner. "ence it is re?uired to know all these for their smooth sailing in their #usiness. This is the reason for setting S %T analysis as one of the o#6ecti1e. To analyDe the S %T, researcher is undertaken a detail study of NIIT, Shyam#aDar )ranch along with other IT ser1ice pro1ider in this region. ,or this purpose we ha1e done a small sur1ey on other IT ser1ice pro1ider through a ?uestionnaire and make a comparison chart to show how NIIT, !ILS"A! -A0!EN )ranch is different from others.

ST0EN-T"

EA4NESSES

%((%0T'NITIES

T"0EATS

STRENGTH6

NIIT )rand Name (rime Location ell trained , committed . "ardworking people E5cellent teaching ?uality -ood reading en1ironment -ood customer relationship &on1enience E5cellent study materials E5cellent )rand positioning

H(2 #( +!.!)'3! #4! /#)!"3#4K

NIIT is pioneer #rand in the IT education world in India. So it is possi#le to con1ince customer a#out its educational ser1ice. NIIT, !ILS"A! -A0!EN )ranch is SIT'ATE! in (0I$E L%&ATI%N IN !ILS"A! &%L%N/ NEA0 SEE$A ('0I, customer can easily communicate with this #ranch. Employees and other staffs of this #ranch are well trained, committed and hard working so they can put things together to increase the le1el of ser1ices. -enerally for teaching, ,&T *,aculty competency test+ is must. ,or that teaching ?uality is e5cellent. The en1ironment of learning of NIIT, !ILS"A! -A0!EN )ranch is outstanding. As the ser1ice ?uality is good the relationship with customer is good. A sense of trust is already created in people mind. As study materials user-friendly. WEAKNESS6 are designed #y IIT, !elhi e1ery thing is systematic and "igh (rice Shortage of space )ad house keeping No proper grie1ance handling facility Less help from regional office

H(2 #( (.!)&(,! 2!'C"!//!/K %ne of the ma6or weaknesses is high price .It is 1ery necessary to #e price competiti1e. Ad6usting the 1alue chain where1er re?uired, negotiating or changing the process might #e helpful. !ue small area is difficult to maintain good house keeping. Increasing the center floor area could #e helpful to maintain good housekeeping. There should #e proper cell for grie1ance handling.

It is 1ery necessary to change the connection from domestic to commercial for smooth and proper functioning

OPPORTUNITIES6 Increase ser1ice ?uality Increase market share Introduce multimedia course Increase #rand awareness -i1e stress on ( N (ortal "ow to tap the opportunitiesO To tap the opportunities impro1ement of o1erall ?uality is the foremost criteria. There is a large num#er of potential customers spread o1er a large area can #e con1inced and also regain the confidence of the lost customers #y impro1ing the ser1ice ?uality at all le1els. This can #e helpful to increase the market share.

)y formulating proper strategies it is possi#le to increase the penetration into all segments. (resently there are no multimedia courses at this center, so #y introducing this course many customers can #e tapped. $arketing acti1ities should #e increased so as increase the #rand awareness. As the concentration of "IN!I medium schools are more there so the ( N portal can do a good #usiness there if proper strategies are implemented.

THREATS6 New concept of IT day #y day. $isconception of customer #etween NIIT LT!. and its franchise. ell esta#lished, old and cheap competitors. Typical Indian mindset of customer. &omplain in time duration. "ow to counter threatsO Idea of IT literacy is changing day #y day in India. So it is hard to con1ince people a#out it. There are num#er of well esta#lished IT education ser1ice in this area. They are reputed and some are operating for decades, so they ha1e large no of loyal

customers and ha1e good market share. Some are cheap #ut ?uality is low. So it is needed to highlight the ad1antages of NIIT ser1ices so customer can clearly understand and percei1ed 1alue of the ser1ice. Indian people ha1e the mindset of doing thing in less price. It is recommended to change the mindset #y continuous effort and strategy. (roper care should taken for time scheduling and reduce the complain.

NIIT VS OTHER EDUCATION SERVICE PROVIDER

NIIT LTD VS OTHER IT EDUCATIONAL PROVIDERH

)0AN! A A0ENESS

NIIT A

)0AIN @

A0E

&$& LT! @

I&A 7

ST'!/ $ATE0IAL (%SITI%N %, &ENTE0 (')LI& $IN!SET &'ST%$E0 SATIS,A&TI%N TEA&"INP'ALIT/

A @ 7 @ A 78B9 Q @.@

7 @ 7 @ 7 >CB9 Q 7.C

@ @ 7 7 @ >9B9 Q 7.9L

A @ 7 7 7 >CB9 Q 7.C

N(#!6

? =====H .!)1 3(( 8 =====H 3(( 2 =====H '.!)'3! 1 -----H 5(()

S( %)(, #4! &4')# 2! &'" &("&+0 ! NIIT $/ #4! ,')C!# +!' !)>

SUGGESTION AND RECOMMENDATION

SUGGESTION AND RECOMMENDATION6

To remain a dominant player in that region NIIT should >. Increase their marketing acti1ity

7. It should lay more stress on its ( N portal so as to tap more students. @. It should lay more emphasis on its tie-ups with coaching centers. A. It should conduct more e5aminations in schools and colleges so that the presence of NIIT increases. C. It should increase it ser1ice ?uality #y a more personaliDed approach. 9. It should try to include new courses like multimedia and financial accounting.

CONCLUSION

CONCLUSION DRAWN FROM THE SURVEY6

According to the sur1ey I found that NIIT is the dominant player in the region as IT education pro1ider. It has got a good market share compared to its competitors. The main reason for its market share is due to #rand image it has created o1er the years of its operation. $ore o1er the infrastructural facility it pro1ides to its student is of high ?uality.

,or technical courses like cBcRR, 6a1a , .NETB27EE people prefer NIIT #ecause of its e5perienced faculty and concise , scientific course material. As NIIT doesn=t compromise with its ?uality so the educational ser1ice it pro1ides comes at a high price compared to its competitors. So people from low income group don=t prefer NIIT much, whereas the middle class and high class income group prefers NIIT. So to remain a dominant player in the market NIIT should increase its course offering like multimedia, financial accounting and multimedia. Also it should follow a dynamic and competiti1e pricing policy so attract people from all income group strata.