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customer
perceptions
of
key
areas
of
weakness
and
key
area of strength.
7. To
measure
the
prioritize
areas
where
improvement
will
customer satisfaction.
8. Determine the level of customer satisfaction in the pesticide industry.
most
affect
Methodology :
Data source
Research area
Pune City.
Research approach
Survey Method
Research instrument
Questionnaire
Sample Plan
Personal Interview
Sample unit
Personal
Sample Size
100 customers.
Learning:
CHAPTER I
INTRODUCTION AND
RATIONALE OF THE STUDY
the sales of .com and .in are also increasing. Hence it becomes necessary to
understand the consumers perception and attitude towards various brands and how
they take decisions, regarding their purchasing pattern. There are various factors that
can affect the purchasing decision like Price, Quality of the product, brand image in
the market, after sale service etc. Hence I chose my project topic as A study on
consumer satisfaction at Innoberry. I worked on the project for 6 weeks under
guidance of Mr. Amol Pavar and my work area was limited to Pune region only.
2. A pilot study was undertaken on sample of 10 respondents. The aim of this study was
to determine the contents of the questionnaire & evaluate if the outputs being
delivered meet the objectives of the survey. To study the existing trends of market, a
4-5 days study was undertaken. After completion of pilot study, a questionnaire was
made which includes the questions according to objectives of study. Questionnaire
contains fourteen questions, divided into three parts; First part contains demographic
questions, Second part contains questions relating to consumer who has website.
Personal interview as well as telephonic interview was used to collect the response.
CHAPTER II
INDUSTRY/ SECTOR PROFILE
It include web design, web content development, client liaison, web server, network security
configu8ration & e-commerce development. Here in the following paragraphs, we will
discuss about the Web industry development in India. The Rise & Journey Of Web
Development In India:
It was in 1991, when the first website was developed in India. Since then, the web
development industry has never looked back. Intelligence combined with determination, form
the base of the web industry. There has been an amazing increase in the extension to the basic
web production in the last few years. Use of still graphics, animated graphics, has increased
remarkably. Web has become more interesting with the arrival of 3 D technology of
VRML(Virtual Reality Mark up Landpage)
The `cost of developing a website has become very cheap. There are many web development
systems available to the public free of charge to help in development of this industry.
Websites like Facebook, Twitter has already started showing high popularity in the field of
communication & social-networking.
2.2.
It would be really surprising to know that with only about 5% of Indias large population
having access to computer & internet; India has achieved the top most place in web
development industry & IT services. Following are the list of some factors which has
contributed to the indisputed success of Indian companies in the area of web development &
designing.
* Enterprise: the free enterprise policies adopted by the government policies given a lift to
enterprenuers who have invested heavily in IT srevices such as BPO, KPO & Web
development.
* Expertise: The efficiency of Indian web service providers is known the world over for
excellent work & timely project execution.
* Education: Large public & private investment in IT education, has churn out a large pool of
educated people, ready with essential skills in web technology.
* English fluency is the highest among the people of India(outside USA & Europe). English
being the web language; help the Indian people work much better in web development
services.
Economics: Indian website design & development service provides offer the best service at
cheapest rates, which create a perfect situation for business people on either side.
2.3.
Outsourcing to India:
Outsourcing is the process of contracting out a business process, which an organization may
have previously performed internally or which that company deems necessary to an
independent organization, where the process is purchased as a service. The cost advantage for
off shoring to India used to be at least 1:6 before; but now it is at 1:3. Indias tech & web
industry has a lot of worker who keep an upgradation in the industrys profit. With this boom
in offshore outsourcing, Indias software & services exports are estimated to group rapidly.
2.4.
Though the web designing & development industry in India is now at a greater pace, but the
future of this depends on how well it is taken care of. The web designing & development
industry has got tremendous foundation in India & it has got a shinning future. Excellent
results are expected from online auction sites like eBay.
So, when the seed of web development has been grown well & taken care of; the future will
show a huge tree!
2.5.
The future of a seed depends on how well it is taken care of and how well is it implanted.
Care is that little thing which can make a small, tiny thing into a very fruitful and rewarding
thing. Care can be done with two approaches positive or negative. A positive approach can
make a tiny seed into a very large tree whose fruits can be enjoyed by mankind. The web
designing and development industry has got tremendous foundation in India and the future of
it is shinning very brightly in the sky of information technology.
This journey which started in 1991 when first website was developed has gone millions of
miles ahead. The killer instinct to achieve and desire to excel has left the thirsty minds of web
developers striving to achieve more. Intelligence coupled with determination always takes an
ideology to great heights. And, it is this coupling which forms the base of future of this
industry in India. A fabulous growth is expected in next few years in this ever expanding
industry.
There has been an amazing increase in the extensions to the basic web production in the last
few years. Use of still graphics, animated graphics like animated gifs, Java applets, and
video clips along with sound production has increasing remarkably. With coming up of 3-D
technology of VRML (Virtual Reality Markup Language) web has become more interesting.
With increasing bandwidth breakthroughs the web will soon be an experience which reacts in
10
sight and sound to the users every move. Experiencing a virtual reality changes the users
perception of what the web is, moving from getting information, to being inside and
exploring a new world. Each website will be a different virtual world with its own rules.
Future web designers and developers in India will require people with technical skills who
can create 3-D environments. People from video production background are joining and
doing extremely well in this field because of their knowledge, skills of moving images and
sound. Also, people with 3-D animation backgrounds are performing handsomely in this field
because of their creative and technical skills.
The web development industry is expected to grow over 25% by 2010. The cost of
developing a website has become very cheap. There are many web development tools or
systems available to the public free of charge to help in development of this industry. A
popular example is the LAMP ( Linux, Apache, MySQL, PHP ), which is usually distributed
free of cost. This facility alone has encouraged many people setting up new web sites daily
and thus contributing to the terrifically increasing web development popularity. There has
been a rise in easy to use WYSIWYG web development software, most prominently
WebDev, Adobe Dreamweaver, Netbeans or Microsoft Expression Studio. By using such
software anyone can develop a web a web page in a few minutes. Knowledge of HyperText
MarkUp language (HTML) has increased professional results
Web developers now help to deliver applications as web services which was originally not
possible. Now users are interacting with online applications to create new content. This has
allowed many opportunities to decentralize information and media distribution.
and online resellers like Amazon.com and Buy.com. Many such sites are expected to be
developed in India and contribute to a fantastic growth in e-commerce. Excellent results are
again anticipated in India in communication through the development of blog, thanks to web
applications such as Movable Type and Word Press. Development of content systems like
Typo3, Xoops, Drupal will contribute to the magnification of web as a medium of interaction
and communication in the coming time. Websites such as Facebook, Twitter, Orkut will
surely show startling development in the fields of communication and social-networking
services in the coming years.
We, the people in India, are eagerly waiting to see the star of web designing and development
shinning at its peak in the sky and we quenching our thirst of knowledge through its bright
light. The strength seen in the eyes of people involved shows the day is not far away.
12
CHAPTER III
ORGANIZATIONAL
PROFILE AND BUSINESS
OVERVIEW
Our Vision:
Offering modern farming solutions with the right blend of technology.
13
Our Mission:
At the heart of our thrust on sustainable development in Indian .com industry is the simple
thought of mission, ensuring a better quality of life for all, now and for generations to come
3.3. Overview:
In this ever-changing environment, keeping a competitive edge means being able to anticipate
and respond quickly to changing business conditions. To do this, Innoberry Infoservices (P)
Ltd. provides solid information systems and professionals, who design, develop, enhance,
customize, implement, maintain and support various aspects of information technology. we
deliver total solutions to our clients whether it is Web Solutions, SEO Solutions or Sharepoint
Solutions.
Innoberry is an established web development company delivering web development services
of any complexity to clients worldwide. Being in IT business for over 9 years
now Innoberry has a strong 250+ client base from all types of industry in India and abroad.
Our customers are companies of all sizes ranging from startups to large enterprises who
14
realize that they need a professional internet solution to generate revenue streams, establish
communication channels or streamline business operations.
What We Do!
Innoberry delivers comprehensive web services ranging from custom website design to
development of complex internet systems all in SEO and Sharepoint Services. We base our
offerings on an understanding of clients business requirements and providing dependable
solutions. We combine business domain knowledge with technology competence and proven
methodologies to deliver high quality results in a cost-effective manner to maximize your
competitive advantage and productivity.
Our Strengths
One-stop Internet Solutions Vendor
Whether you need an appealing website design or complex multi-tier internet system
development, SEO services or Sharepoint Solutions using latest technologies and industry
trends Innoberry has experience and expertise to do it all.
3.5. Full-Cycle Development Services:
At Innoberry we support a full-cycle development process from requirements definition
and specification, architecture design, coding, testing and validation to product
maintenance and support. Depending on your specific requirements our experts will take
you step by step through each phase of solution development providing you with a sound
advice
on
technology
and
15
application
options.
of
clients.
Quality Standards
Innoberry Quality Initiatives are based on a 3Q approach: Quality personnel, Quality
Process and Quality Communications. Each project at Innoberry is under constant
control of a dedicated quality assurance department that monitors project activities and
results at each development phase
3.7. Vast Pool of IT Professionals:
Whether you need a top-notch expert with a specific knowledge or a team with diverse
technology skills and domain expertise Innoberry has a pool of IT experts including
business analysts, project managers, software architects, web and graphic designers,
software developers, quality assurance and testing specialists.
We are committed to becoming your long-term, trusted partner. Our priority is not only
providing professional services and solutions but becoming your IT vendor dedicated to
meeting your needs today and support your growing business needs tomorrow.
Our aim is to earn customer's trust and confidence through personal attention, passion for
what we do and commitment to long-lasting relationship. We will go an extra mile to deliver
you a measurable business value and help you adopt and succeed in the internet.
Quality Policy
17
Product quality verification and validation to ensure its correspondence with the
client needs and expectations
Independent QA Department
Methodology
Methodology. We have absorbed best approaches to get maximum performance and highest
quality for web-related projects while leaving away redundant complexity that may effect
project
budget
or
timing.
on
any
of
these
factors.
Innoberry follows a complete Software Development Life Cycle (SDLC) process with
distinct phases. Innoberry employs full control of procedures at every phase to mitigate
project risks and ensure efficient performance and high quality project implementation.
Innoberry continuously improves its methodology to meet customer expectations through
accelerated development schedules and high-quality outcomes.
Innoberry
Website
Design
and
Web
Development
Services
Being highly experienced in Internet technologies, Innoberry can always find a great
solution for each of our existing and potential customers. Our specialists can be truly
sensitive and responsive to the needs of our clients due to their unwavering dedication and
unequalled professionalism, which help our company to deliver wide-ranging and proficient
custom
web
design
services.
Our team is committed to understanding your specific business andmeeting your specific
requirements this is what highly professional web design services mean to us.
Innoberry is constantly investigating new technologies and employs innovative approaches
on every step of web site development, which allows us to accommodate all your needs and
provide personalized website design services to your full satisfaction.
20
21
for
your
site
to
give
it
great
start.
Competent web development is what makes the heart of your site beat fast and ensures its
long lifetime and high productivity. First impressions are half the battle; and powerful
functionality
of
your
site
makes
you
the
final
winner!
Innoberry concentrates on your needs and becomes your fellow-traveler on the way to your
perfect web site, helping you to make each important step.
22
CHAPTER IV
OUTLINE OF PROBLEM/TASK
UNDERTAKEN
23
24
CHAPTER V
LITERATURE REVIEW
CHAPTER VI
25
6.1. Objectives:1. The main purpose of the study is to know weather the customers are satisfied with the
services provided by Innoberrys pvt ltd.
2. To understand the behavior of the staff with customers.
3. To know weather service provided according to time and date or not.
4. To suggest measures to improve customer satisfaction and improve quality of service.
5. To suggest new ideas, suggestion other than currently used in Innoberry to improve
customer satisfaction.
26
6. To identify
customer
perceptions
of
key
areas
of
weakness
and
key
area of strength.
7. To
measure
the
prioritize
areas
where
improvement
will
most
affect
customer satisfaction.
8. Determine the level of customer satisfaction in the pesticide industry.
6.2. Need Of the Project Work:1. Data collection required lot of time so by doing 2 months Survey Company will know
areas in which they should develop. So it saves lot of time of company researcher.
2. It gives accurate results to organization which helps in taking future decision and helps
in forecasting.
3. Better understanding of problem area- In the light of secondary data researcher can
improve the researcher problem and may even change some of his earlier ideas.
1. Company would get to know the customer satisfaction level for the current year.
Helpful in forecasting. In addition, knows areas of improvement.
2. Knows other new techniques of customer satisfaction improvement and the ways to
implement them will help company in achieving still higher customer satisfaction. It
is less expensive mode of collection data for organization point of view.
6.4. About the Study Customer Satisfaction:
Customer satisfaction is the key to success. Getting your customers to tell you whats good
good about your product or services and where you need improvement helps you to ensure
that your business measures up to their expectations. The attached file contains a customer
satisfaction survey from designed to help you gather this important information it was
designed to make it easy for customer to fill out & to make it easy for you to quickly
customize to exactly match your companys activities. It also includes suggestions for
27
distributing the form, ensuring that customer will return the form and following up on
comments.
The reason for a business firm to come into being is the existence of a customer who has
unfilled needs and wants. Innoberry has advantage of having the widest product range in all
market segments in which it operates, putting itself in a unique position of providing just
product, but the best economic solution to their customer thus fulfilling the unfilled needs.
28
CHAPTER VII
METHODOLOGY
7.1. Concept of Research:Research is an organized inquiry designed and carried out to provide information for solving
significant problem. Research process involves defining and redefining problems,
hypothesis formulation, organizing and evaluating of data, deriving an implication and
conclusions, after careful testing. Research has its objective. It involves critical and
exhaustive investigation and experimentation by manipulating things, concepts or symbols.
29
Primary Data
Secondary Data.
Observation.
Interviewing.
Questionnaire.
of the research project is known as secondary data. Therefore secondary data is also called as
historical data.
Some of the examples of sources of secondary data are as follows: Company available
product related database, Organization chart, Product Records, Internet, etc.
The questionnaire includes open end as well as closed end questions with more emphasis on
the closed ended questions. The primary aim or objective of including the open-ended
questions was to obtain the perceptions of the people regarding the service provided by
Innoberry, their staff behavior and other. This type of information was of vital importance to
organization.
Sources of Data
Primary data is collected through survey of customer at Pune. The survey is done with the
help of questionnaires in which the questions were open ended and close ended. Also by
observation in automobile some data is collected for the research.
Secondary data is through the website of the company and company records.
31
Data source
Research area
Pune City.
Research approach
Survey Method
Research instrument
Questionnaire
Sample Plan
Personal Interview
32
Sample unit
Personal
Sample Size
100 customers.
The study covers the Personal using Innoberry products in Pune city.
Helpful in forecasting.
33
CHAPTER VIII
ANALYSIS AND FINDINGS
8.1.
ANALYSIS:
1. AGE OF RESPONDENTS
Table No. 1: AGE OF RESPONDENTS
Age
Observation
Percentage
Less than 25
25-35
35-45
45 and above
Total
24
28
36
12
100
24
28
36
12
100
(Table No.1)
34
40
35
30
25
Axis Title
20
15
10
5
0
LESS THAN 25
25-35
35-45
45 and above
Axis Title
2. OCCUPATION
Table No.2 Occupation of Respondents
Option
No. of respondents
Percentage
Business
10
10
Professional
36
36
Personal
46
46
Other
Total
100
100
( Table No.2)
35
50
45
40
35
30 BUSINESS
25
PROFESSIONAL
PERSONAL
OTHER
20
15
10
5
0
Interpretation: The survey shows that 10% of respondents are businessmen, 36% of
respondents are professionals, 46% of respondents are Personal, 8% of respondents are from
other discipline.
3. AVERAGE ANNUAL INCOME :
Table No.3 Average Annual Income of Respondents
Option
No. of Respondents
Percentage
Upto 1 Lakh
1 to 3 lakkhs
3 to 5 lakhs
5 lakhs and more
Total
14
38
44
4
100
14
38
44
4
100
(Table No.3)
36
UP TO 1 LAKH
1 TO 3 LKHS
3 TO 5 LAKHS
50
40
3 TO 5 LAKHS
30
20
1 TO 3 LKHS
10
UP TO 1 LAKH
4. EMPLOYEES COUNT :
Table No.4 Employees count working for Respondents
Option
No. of respondents
Percentage
Below 5
18
18
More than 5
82
82
Total
100
100
37
Chart Title
18%
BELOW 5
More than 5
82%
No. of respondents
Percentage
Creatives
E-makers
12
12
Innoberry
60
60
Vertex
18
18
38
40
40
Total
100
100
Visibility
Creatives
60
E-makers
50
Innoberry
40
Vertex
30
20
10
0
6. Do you think Innoberry provide you good quality products with visuals?
Table No.6 Product quality
Option
No. of respondents
Percentage
Yes
78
78
No
22
22
Total
100
100
39
22%
No
78%
Yes
No. of respondents
Percentage
Content
38
38
Visuals
45
45
Availability
Animations
Costing
Total
100
100
40
Content
Visuals
Animations
Costing
Availability
45
38
9
5
No. of respondents
Percentage
Extremely Satisfied
24
24
Satisfied
12
12
Average
24
24
Dissatisfied
14
14
Extremely Dissatisfied
26
26
Total
100
100
41
30
26
24
30
25
20
15
10
5
0
12
14
Extremely Satisfied
Satisfied
Average
Dissatisfied
Extremely Dissatisfied
No. of respondents
Percentage
Yes
47
47
No
53
53
Total
100
100
42
Yes
No
47%
53%
Interpretation:
Out of 100 people interviewed, 47 % believe that Visuals and product quality is the strength
of Innoberry.
No of respondents
Percentage
Policies
16
16
Cost Structure
31
31
18
18
28
28
Total
100
100
43
Chart Title
28%
Policies
Marketing and
advertising
strategies
Cost Structure
16%
7%
31%
Interpretation:
Policies and Cost Structure are the weakest point of Innoberry as per the consumers.
1. Are you satisfied with the overall products and system of Innoberry?
Table No.11 Overall satisfaction
Option
No of respondents
Percentage
Yes
42
42
No
58
58
Total
100
100
44
120
100
80
NO
60
YES
40
20
0
8.2.
FINDINGS:
1. It is clear that24% of respondents are of the age less than 25, 28% of respondents are of age
25-35, 38% of respondents are of age 35-45, 12% of respondents are of age 45 and above.
2. The survey shows that 10% of respondents are businessmen, 36% of respondents are
professionals, 46% of respondents are Personal, 8% of respondents are from other discipline.
3. The survey shows that 14% of respondents have income upto 1 lakhs, 38% of respondents
have income between 1 to 3 lakhs, 44% of respondents have income between 3 to 5 lakhs,
4% of respondents have income more than 5 lakhs.
4. From survey it is clear that 82% of respondents have Employees count more than 5 while,
18% of respondents have Employees count less than 5, which are mostly categorized as
Individuals
5. From above graph we can conclude that, visibility of Innoberry product is 100% as it is the
local company for the place of survey.
6.
Out of the 100 people interviewed 78 % feel Innoberry provide good product and remaining 22% feels products are not good .
45
7. The survey shows that 38% respondents feels that content of Innoberrys product are good,
45% feels that Visuals is good but only 3% feels that cost is good.
8. From the survey it is clear that 30% are extremely satisfied with the products of Innoberry,
and more than 65% are satisfied with it. But around 35% are dissatisfied.
9. Out of 100 people interviewed, 47 % believe that Visuals and product quality is the strength
of Innoberry.
10. Policies and Cost Structure are the weakest point of Innoberry as per the consumers.
11. 42% respondents satisfied with overall products and system of Innoberry but 52% are not
satisfied.
CHAPTER IX
46
CONCLUSION
&
SUGGESTIONS
9.1. Conclusions:
1) Though Innoberry is small company which is from Pune, the awareness of products of
Innoberry is very good.
2) The respondents of this survey are measure Personal, so they know the products of Innoberry
and other companies very well.
3) Many customers are satisfied with the quality of Innoberrys product and its Visuals style, but
still many of them are feel its not strength of Innoberry.
4) Staff behavior is good but not that much, but still they are happy with what they have.
5) Other than that, respondents feels distribution channels like there data transfers channels,
web mailing system etc needs to improve as it can be strength of Innoberry.
6) Innoberry is good at marketing and its policies are also good.
7) Though it is so, only 42% customers are satisfied with its products and services.
47
Chapter X
Limitations
48
1. The project was carried in the Pune city so the project provides a perspective limited
only to this city.
2. The sample taken cannot cover all the classes of people whose responses have to be
taken.
3. Again research study of 2 months is a time constraint and covering whole of Pune
city population by taking a sample size of 100 is not feasible.
49
50
BIBLIOGRAPHY
BIBLIOGRAPHY:
Philip Kotlar, Marketing Management, New Delhi, Pearson Education (P) Ltd.,
Indian Branch, 2004.
WEBSITES:
www.Innoberrygroup.com
http://www.maharashtradirectory.com/Products/SearchResult?
ProductName=websiteDevelopment&productid=543
www.wikipedia.com
51
ANNEXURES
52
QUESTIONNAIRE
1. AGE OF RESPONDENTS :
a. Less than 25
b.25-35
c.35-45
d. more than 45
c. Farmer
d. Other
b. Professional
b.1 to 3 Lakh
c.3 to 5 lakh
lakh
4. How many employee are there in your company
a. Below 5
b. More than 5
d.More
than
b. No
b. Visuals
c. Availability
d. Animations
e. Cost
8. Are you satisfied with the behavior of Innoberrys staff and agents?
a. Extremely satisfied
b. satisfied
c. Average
d. Dissatisfied
e.Extremely dissatisfied
9. Do you think product and Visuals quality is the strength of Innoberry?
a. Yes
b. No
c. Cost Structure
11. Are you satisfied with the overall products and system of Innoberry?
a) Yes
b) No
54
55
56
BIBLIOGRAPHY
57
58