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Customer Satisfaction Towards

Dainik Bhaskar

Table of Content
Chapter 1:- Introduction
Chapter 2:- Research Methodology
Objective of Study
Scope and Rationale of Study
Methodology
Limitation of Study
Chapter 3:- Theoretical Background
Chapter 4:- Case Study
Introduction of Company profile and Product
Chapter 5:- Data Analysis
Chapter 6:- Findings
Bibliography
Annexure

Chapter 1:- Introduction


Objective of Study is to conduct a study on Dainik Bhaskar and to analyze the Customer
satisfaction on service delivered by Dainik Bhaskar. The Research will be Exploratory
Research. In the present Research I will collect data through Survey of 100 respondents.
Descriptive research studies are used in this study which are concerned with describing the
character. It is move valuable because researcher has no control over the variables what has
happened or what is happening is considered so it is very accurate so we can say it is more
valuable.
This research combines both secondary and primary data to achieve research objectives.
Collection of Primary Data
In descriptive type of research the data is collected through surveys, whether sample surveys
or census surveys. In this research the researcher has resorted to sample survey. Then the
researcher can obtain primary data either through observation or through direct
communication with respondents in one form or another or through personal interviews.
Customer satisfaction, a business term, is a measure of how products and services
supplied by a company meet or surpass customer expectation. It is seen as a key performance
indicator within business and is part of the four perspectives of a Balanced Scorecard. In a
competitive marketplace where businesses compete for customers, customer satisfaction is
seen as a key differentiator and increasingly has become a key element of business strategy.
In order to understand satisfaction we need to determine the functional or performance
demands involved in the purchase, the desired emotive outcomes, and the subjective norms
consumers use to determine their desire for one product or service over another. For this we
have conducted the study of customer satisfaction of the Net guru solution which is located in
Bhopal.
Customer loyalty is a major contributor to sustainable profit growth. To achieve success, one
must make superior service second nature of oner organization. A seamless integration of all
components in the service-profit chain employee satisfaction, value creation, customer
satisfaction, customer loyalty, and profit and growth links all the critical dynamics of top
customer service. Sadly, mature companies often forget or forsake the thing that made them
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successful in the first place: a customer-centric business model. They lose focus on the
customer and start focusing on the bottom line and quarterly results. They look for ways to
cut costs or increase revenues, often at the expense of the customer.
They forget that satisfying customer needs and continuous value innovation is the only path
to sustainable growth. This creates opportunities for new, smaller companies to emulate and
improve upon what made their bigger competitors successful in the first place and steal their
customers. Customer expectations are continuously increasing. Brand loyalty is a thing of the
past. Customers seek out products and producers that are best able to satisfy their
requirements. A product does not need to be rated highest by customers on all dimensions,
only on those they think are important. To execute a successful client satisfaction survey,
build one that oner customers have the time and inclination to respond to, and that delves into
the types of information that will truly help enhance oner performance. By carefully
constructing a brief, yet strong, survey,
The theory of reasoned action represents a comprehensive integration of the attitude
components that ultimately are the building blocks of preference. The model is designed to
provide a better understanding of how consumer preference is formed and, correspondingly,
to provide the means to accurately predict consumer preference behavior.

Figure one

provides an overview of Customer satisfaction formation from the theory of reasoned action
point of view.
In Service Segment DAINIK BHASKAR is better than other consultants. Most preferred
service is Dainik Bhaskar. Promotional offers are the main source of attraction. Most of the
respondents prefer Local products in market. Price is the main criteria for Services. Most of
the people prefer a particular service due to its service delivery.

Chapter 2:- Research Methodology

Objective of Study

To conduct a study on Dainik Bhaskar.

To analyze the Customer satisfaction on service delivered by Dainik Bhaskar.

To know the reasons for preference.

To analyze the factors influencing the customers preference on service delivered by


Dainik Bhaskar.

Scope and Rationale of Study


Many companies are aiming for high satisfaction because customers who are just
satisfied still find it easy to switch when a better comes along. Those who are highly
satisfied are much less ready to switch. High satisfaction or delight creates an
emotional bond with the brand, not just a rational performance. The result is high
customer loyalty. A very customer is likely to stay with Xerox many more years and
buy more than a satisfied customer will.

Methodology

The Research will be Exploratory Research. In the present Research I will collect data
through Survey of respondents.
Determining the Target Population
Sampling is intended to gain information about a population. In this study the sample is
clearly defined as 50 customers in Bhopal
Considering various limitations attached with this study like time, cost etc the most
appropriate method would be to have a non-probability sample of 50 customers
Types of Data collected for the Study
This research combines both secondary and primary data to achieve research objectives.
Collection of Primary Data

In descriptive type of research the data is collected through surveys, whether sample surveys
or census surveys. In this research the researcher has resorted to sample survey. Then the
researcher can obtain primary data either through observation or through direct
communication with respondents in one form or another or through personal interviews.
SAMPLE SIZE
50 respondents.
TOOLS OF ANALYSIS
I have used Questionnaire Method. Some of the softwares used for making this project is
Ms-Word and Ms-Excel. The Data collected is shown through Graphs and Pie Charts.

Chapter 3:- Theoretical Background


A customer is a person who brings his wants, whether the customer is satisfied after take
service depends on the offers performance in relation to the customers
expectation.
Customer satisfaction is defined as
Customer satisfaction, a business term, is a measure of how products and services supplied
by a company meet or surpass customer expectation.
Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of
the state of satisfaction will vary from person to person and product/service to
product/service. The state of satisfaction depends on a number of both psychological and
physical variables which correlate with satisfaction behaviors such as return and recommend
rate. The level of satisfaction can also vary depending on other options the customer may
have and other products against which the customer can compare the organization's products.
Because satisfaction is basically a psychological state, care should be taken in the effort of
quantitative measurement, although a large quantity of research in this area has recently been
developed. Work done by Berry (Bart Allen) and Brodeur between 1990 and 1998 defined ten
'Quality Values' which influence satisfaction behavior, further expanded by Berry in 2002 and
known as the ten domains of satisfaction. These ten domains of satisfaction include: Quality,
Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-departmental Teamwork,
Front line Service Behaviors, Commitment to the Customer and Innovation. These factors are
emphasized for continuous improvement and organizational change measurement and are
most often utilized to develop the architecture for satisfaction measurement as an integrated
model. Work done by Parasuraman, Zeithaml and Berry (Leonard L)

[3]

between 1985 and

1988 provides the basis for the measurement of customer satisfaction with a service by using
the gap between the customer's expectation of performance and their perceived experience of
performance. This provides the measurer with a satisfaction "gap" which is objective and
quantitative

in

nature.

Work

done

by

Cronin

and

Taylor

propose

the

"confirmation/disconfirmation" theory of combining the "gap" described by Parasuraman,


Zeithaml and Berry as two different measures (perception and expectation of performance)
into a single measurement of performance according to expectation. According to Garbrand,
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customer satisfaction equals perception of performance divided by expectation of


performance.

Chapter 4:- Case Study


Introduction of Company profile and Product
Dainik Bhaskar
Dainik Bhaskar is a Hindi-language daily newspaper of India published by D B Corp Ltd. It
was started in year 1958 from Bhopal, the capital city of Madhya Pradesh. Its current national
editor is Shravan Garg.
Dainik Bhaskar was first published in Bhopal and Gwalior of the central province. The
newspaper was launched in year 1956 to fulfill the need for a Hindi language daily, by the
name Subah Savere in Bhopal and Good Morning India in Gwalior in year 1957, it was
renamed as Bhaskar Samachar In 1958, it was renamed as Dainik Bhaskar which is now
1st in India and 11th worldwide for the largest circulation of a daily newspaper.

EXPECTED OUTCOME
In Service Segment DAINIK BHASKAR is better than other consultants. Most preferred
service is Dainik Bhaskar. Promotional offers are the main source of attraction. Most of the
respondents prefer Local products in market. Price is the main criteria for Services. Most of
the people prefer a particular service due to its service delivery.
Loyalty as a concept has also shown itself to be difficult to define. Like beauty, loyalty is
truly in the eye of the beholder. We understand there are different types and degrees of loyalty
and some of these are not appropriate in describing the relationship between a consumer and
a company. However, preference (defined as The power or ability to choose one thing over
another with the anticipation that the choice will result in greater satisfaction, greater
capability or improved performance) has demonstrated the ability to be effectively measured
and to provide meaningful insight into the choices consumers make when selecting one
provider over another and when determining to continue a relationship over time.