EXECUTIVE SUMMARY

It is very important to understand the practical way of doing work in an

organization.
The real philosophy of doing work in an organization may be more
fruitful in the way of learning. The Project work provides a student, the
opportunity to get exposure of the real essence of working in an
organization and thereby try to correlate the theoretical and practical
aspects or working in a real life situation, inevitable for ones career.
The present project is prepared in compliance with the training
requirement of SRIM COLLEGE, Jabalpur (M.P.). The present project
is to be done in the IIIrd Sem. of the MBA Programme.
I have undergone my project work in KBC which is an insurance
company.
The present project is aimed at Customer Satisfaction survey on
KBC.
This training will be definitely being a precious stepping stone of my
career.
 INTRODUCTION

Heightened realization on the part of all stakeholders that

infrastructure would play a key role towards pushing Indias GDP to the
desirable 8 percent marks has come as a boon for Indias construction
industry.
According to the Confederation of Indian Industry (CII), increased
investment in infrastructure has led to a surge in the activities of the
construction industry is riding a growth wave, which is evident from the
financial results posted by some of the leading contractor, showing 30 to
100 percent growth rates in the first nine months of 2004-05.
However, the industry is faced with certain challenges. According
to a report by CII, the need to be price competitive, adherence to safety,
quality consciousness, adapting to technological changes, developing
and using new construction material and having an adequately trained
manpower are issues that industry must look into and address.
There is a clear increase in fund allocation for the Infrastructure
sector sector in the tenth plan (2002-2007) by the Planning Commission;
most of which are to be spent in the construction sector.
The CII report states that besides the direct impact of this spending
on the construction sector, this would also have a ripple effect boosting
demand in other core sector, such as cement and steel, (on spending in
other sector), thereby having a positive impact on the Indian economy as
a whole.
The construction sector, therefore, has to up fully to take on take
on the ever-increasing challenge,
 The report also states that even though a major part of the
construction work is carried out through contractors, it remains a
neglected area.
There is a need to standardization and develop a fair and
equitable contract document, which should provide adequate incentives
for completion of jobson or before schedule and disincentives for
delays,
The CII report recommends that there is a need to revise the works
manual of engineering department and the use of modern techniques
such as PERT, CPM, Value Engineering, Work-study be incorporated in
contracts. There is also a need to stream line the system of
prequalification.
The construction sector in India, according for five percent of the
GDP, is the second highest employer after agriculture, and provides
direct direct or indirect employment to about 32 million people.
OBJECTIVES

To study the property purchasing behavior i.e. (Residential) of

different types of customers in different area.
To study the various factors affecting the customers buying pattern
especially in case of residential properties.
Ti find the expectation & need of customers from KBC Buildrs
Constructioin.
To find the opinion of the customers with regard to various
schemes available or schemes offered by KBC Buildrs
Constructioin.
To find out the near competitors for KBC Buildrs Constructioin.
To find out period in which the customers are ore willing to
purchase Residential properties.
To search out new prospects for KBC Buildrs Constructioin.
 COMPANY PROFILE

Kalptaru Group of Companies established in 1995 with a vision to develop

diversify business sectors i.e. Agricultural Production, Real Estates, Retail,
Hospitality Services, Infrastructure, Construction, FMCG, Dairy, Print
Media, Leather Products, Financial Services, providing services to fulfill
companys requirement & objectives.

Kalpatru Infrastructure

The per capita demand of energy in India has been rising steadily with an
ever expanding population and economy. An effective and elaborate
infrastructure to transport energy from point of source / production centre
(petroleum, natural gas, LPG etc) to consumption areas has been
undertaken on a large scale in India and abroad. New projects, have been
set up to meet rising demand of energy which require an effective
distribution network
The production facilities, pipeline network and associated installations
available in India today are inadequate to meet the demand to transport the
natural gas and petroleum products to demand centers in an efficient, safe
and environment friendly way.

Oil & Gas Infrastructure Division

KPTL has entered into EPC contracting of cross Country gas and Oil
pipelines and a separate business division was set up in 2004 for the
same. It received ISO 9000 accreditation in 2006. The Company is a now a
major player in this space.

The company is a member of IPLOCA (International Pipeline & Offshore

Contractors) since 2008.

Our expertise lies is the following:

Cross Country Pipeline including HDD crossing, terminals, SV stations,

CP, river crossings, roads and railway crossings

City Gas Distribution

Oil & Gas Field development Group gathering stations, field gathering
stations, interconnecting pipelines, well pad construction, Pumping
stations etc.

Petrochemical plants, refinery plants, off-site utilities,

Strategic storage of petroleum products and natural gas,

Effluent/Water Treatment Plants.

Offshore Structures for production and processing of Oil & Gas

 Offshore Pipelines

The company has created a large pool of specialised pipeline equipment

consisting of Pipe layers, multiple Boring Machines, Bending Machines,
Dozers D8/D7/D6, Excavators, Welding Machines etc.

ur strengths lie in design and engineering, procurement, fabrication,

erection, installation & construction, testing and commissioning, post
commissioning operation and maintenance.

Kalpataru has excellent project management skills and track record in

following areas:

Power (constructed towers upto 1200 KV in India and abroad)

Infrastructure

Asset Creation

KPTL is a public listed company (on National STOCK EXCHANGE code

KALPATPOWR and Bombay Stock Exchange code 522287)
headquartered at Gandhinagar- capital city of the State of Gujarat, in
Western India with consolidated turnover of 54 Bn (USD 1 Bn) and an
annual installed capacity in excess of 180,000 MT of galvanized steel
towers. It was the first Indian company to be ISO 9001 certified in the
transmission industry.

Kalpataru Power owns three large Fabrication plants for galvanized steel
towers equipped with modern machineries (more than a dozen CNC
machines) and automated temperature controlled galvanising baths,
besides its state-of-the-art Testing Station and R & D Centre.

In addition to trained workmen at the plant and construction sites, the

Company has a competent resource of more than 2,000 managers and
staff including a full-fledged Design / Engineering Department with more
than 60 qualified engineers using PLS Tower, i-tower, STADD, PLSCADD,
BOCAD, AUTOCAD facilities.

A strong emphasis on Health, Safety and Environmental (HSE) issues, we

are committed to provide a safe and healthy work environment for all out
personnel. Our HSE policy is based on our belief that All our employees
must return home to their loved ones without injury after work each day.

Select clientele for Turnkey projects - India

Power

Power Grid Corporation of India, State Electricity Boards (SEBs) viz.,

Gujarat, Karnataka, Maharashtra, Rajasthan, Andhra Pradesh, Orissa,
Tamil Nadu, Madhya Pradesh, Chattisgarh and private players such as
Adani, Essar etc.

Infrastructure

Gas Authority Of India Limited (GAIL), Bharat Petroleum Corporation

Limited (BPCL), Gujarat State PetronetLimited (GSPL), Indian Oil
Corporation Limited (IOC), Hindustan Petroleum Corporation
Limited (HPCL), Engineers India Limited (EIL) etc
2013

Setup new plant of 55,000 MTs at Raipur

Entered into 2 new countries Bhutan & Tajikistan

JMC won first international road EPC contract in Ethiopia

2012

Entered into 6 new countries Srilanka, Thailand, Uganda, Armenia

Commissioned first transmission BOOT project

2011

Entered into 3 new countries for turnkey contracts - CIS (Ukraine), DR

Congo & Tanzania

Ventured into Railway EPC contract - won 5 Bn Orders

Consolidated order book crossed 100 Bn

2010

Company's revenue from international operations crossed 10 Bn

 (USD 220 Mn.)mark.

Secured first BOOT Transmission Project- Jhajjar `Haryana.

Secured first order from Kenya for about 500 km of Transmission Line
worth USD 100 mn.

Secured first EPC contract for Oil & Gas Surface Facilities (GGS &
FGS) OIL India Ltd.

Star Trading house status confirmed by Ministry of Commerce and

Industries for the period 2010-2014.

2009

Established in-house medical care centre - Kalpa Seva Arogya

Kendra.

Won largest overseas transmission project worth approx. 12 bn

(USD 265 mn) project from Kuwait.

Received largest domestic order of approx. 12 bn (USD 265 bn)

from MSETCL.

Tested 200th Tower at test Bed.

ERP SAP - Go Live.

Secured largest cross country pipeline contract for more than 500 KMs
(48, 30, 28) and largest Oil Pumping Station from HMEL.
2008

Consolidated revenue crossed approx. 25 bn (USD 550 mn) mark.

Manufacturing annual capacity increase to more than 1,00,000

MT/year.

Secured 48 dia Gas pipeline contract from GAIL for 165 kms.

2007

Acquired strategic stake in Shree Shubham Logistic.

Received one of the largest order of approx. 10 bn (USD 220

mn)from MSEDCL.

"Kalpa Vriksha Learning Centre" for imparting technical & other

training.

2006

Bonus share issue in ratio 1:1

Second Biomass based power plant of 7 MW capacity commissioned

at Tonk, Rajasthan

2005

Strategic diversification in Distribution projects.

 Acquired 46% stake in JMC Projects (India) Limited.

Tested 100th Tower at Test Bed.

Commissioning of new fabrication plant - EOU at Gandhinagar with c.c

30,000 MT/year.

2004

Completed 200 kms of 330 KV OHL Project for Zesco, Zambia in

record period of 8 Months.

2001

First overseas turnkey contract 380KV in Turkey

1995

First export supply order (Malaysia)

First 800KV tower supply

1994

Become first Indian transmission line company be ISO certified

1986

First turnkey transmission line project - 400 KV from NTPC

1983

Established tower manufacturing plant

SCOPE
This study will be beneficial to KBC Buildrs Constructioin
to know about customer buying behaviour towards Residential
properties in jabalpur city. The company can come to know
various factors affecting the customers properties buying
behaviour.
Company comes to know about customers expectation &
need for future properties purchases. The sample size taken for
this project is 100 Respondents.
Hence this market study will provide information to
Company and customers.

NEED AND SIGNIFICANCE

The study conducted in Jabalpur city reflacts the position of KBC

B uilders Properties. It gives us the detail of various factor of buying
bahaviour of customers. The study enables the company to prepare
marketing strategy and plan accordingly, so as to capture a greater
market share & the services provided by the company. It foresight the
future requirement of the market and thus helps the manufacturer to face
the future completion in a fully prepared way.

Thus it helps the company to have a good brand image and

stepping towards success.
 CONCEPTUAL BACKGROUND

Customer Satisfaction

Customer satisfaction refers to how satisfied customers are with the products or
services they receive from a particular agency. The level of satisfaction is
determined not only by the quality and type of customer experience but also by the
customers expectations.

A customer may be defined as someone who:

Has a direct relationship with, or is directly affected by your agency and receives
or relies on one or more of your agencys services or products. Customers in
human services are commonly referred to as service users, consumers or clients.

An organization with a strong customer service culture places the customer at the
centre of service design, planning and service delivery. Customer centric
organizations will:

Determine the customers expectations when they plan

Listen to the customer as they design

Focus on the delivery of customer service activities

Value customer feedback when they measure performance.

Why is it important?

There are a number of reasons why customer satisfaction is important in

Customer Satisfaction:

Meeting the needs of the customer is the underlying rationale for the existence of
community service organizations. Customers have a right to quality services that
deliver outcomes.

Organizations that strive beyond minimum standards and exceed the expectations
of their customers are likely to be leaders in their sector.

Customers are recognized as key partners in shaping service development and

assessing quality of service delivery.

The process for measuring customer satisfaction and obtaining feedback on

organizational performance are valuable tools for quality and continuous service
improvement. Customer satisfaction, a sine buss 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 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.

There is a substantial body of empirical literature that establishes the benefits of

customer satisfaction for firms.

Organizations need to retain existing customers while targeting non-customers

Measuring customer satisfaction provides an indication of how successful the
organization is at providing products and/or services to the marketplace.
Customer satisfaction is an 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 factors the customer, such as other products against which the
customer can compare the organization's products.

1. Encourage Face-to-Face Dealings

This is the most daunting and downright scary part of interacting with a customer.
If you're not used to this sort of thing it can be a pretty nerve-wracking experience.
Rest assured, though, it does get easier over time. It's important to meet your
customers face to face at least once or even twice during the course of a project.

My experience has shown that a client finds it easier to relate to and work with
someone they've actually met in person, rather than a voice on the phone or
someone typing into an email or messenger program. When you do meet them, be
calm, confident and above all, take time to ask them what they need. I believe that
if a potential client spends over half the meeting doing the talking, you're well on
your way to a sale.

2. Respond to Messages Promptly & Keep Your Clients Informed

This goes without saying really. We all know how annoying it is to wait days for a
response to an email or phone call. It might not always be practical to deal with all
customers' queries within the space of a few hours, but at least email or call them
back and let them know you've received their message and you'll contact them
about it as soon as possible. Even if you're not able to solve a problem right away,
let the customer know you're working on it.

A good example of this is my Web host. They've had some trouble with server
hardware which has caused a fair bit of downtime lately. At every step along the
way I was emailed and told exactly what was going on, why things were going
wrong, and how long it would be before they were working again. They also
apologized repeatedly, which was nice. Now if they server had just gone down
with no explanation I think I'd have been pretty annoyed and may have moved my
business elsewhere. But because they took time to keep me informed, it didn't seem
so bad, and I at least knew they were doing something about the problems. That to
me is a prime example of customer service.

3. Be Friendly and Approachable

A fellow Site Pointer once told me that you can hear a smile through the phone.
This is very true. It's very important to be friendly, courteous and to make your
clients feel like you're their friend and you're there to help them out. There will be
times when you want to beat your clients over the head repeatedly with a blunt
object - it happens to all of us. It's vital that you keep a clear head, respond to your
clients' wishes as best you can, and at all times remain polite and courteous.

4. Have a Clearly-Defined Customer Service Policy

This may not be too important when you're just starting out, but a clearly defined
customer service policy is going to save you a lot of time and effort in the long run.
If a customer has a problem, what should they do? If the first option doesn't work,
then what? Should they contact different people for billing and technical enquiries?
If they're not satisfied with any aspect of your customer service, who should they
tell?
There's nothing more annoying for a client than being passed from person to
person, or not knowing who to turn to. Making sure they know exactly what to do
at each stage of their enquiry should be of utmost importance. So make sure your
customer service policy is present on your site -- and anywhere else it may be
useful.

5. Attention to Detail (also known as 'The Little Niceties')

Have you ever received a Happy Birthday email or card from a company you were
a client of? Have you ever had a personalized sign-up confirmation email for a
service that you could tell was typed from scratch? These little niceties can be time
consuming and aren't always cost effective, but remember to do them.

Even if it's as small as sending a Happy Holidays email to all your customers, it's
something. It shows you care; it shows there are real people on the other end of
that screen or telephone; and most importantly, it makes the customer feel
welcomed, wanted and valued.

6. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out

Sometimes this is easier said than done! However, achieving this supreme level of
understanding with your clients will do wonders for your working relationship.

Take this as an example: you're working on the front-end for your client's exciting
new ecommerce Endeavour. You have all the images, originals and files backed up
on your desktop computer and the site is going really well. During a meeting with
your client he/she happens to mention a hard-copy brochure their internal
marketing people are developing. As if by magic, a couple of weeks later a CD-
ROM arrives on their doorstep complete with high resolution versions of all the
images you've used on the site. A note accompanies it which reads:
"Hi, you mentioned a hard-copy brochure you were working on and I wanted to
provide you with large-scale copies of the graphics I've used on the site. Hopefully
you'll be able to make use of some in your brochure."

Your client is heartily impressed, and remarks to his colleagues and friends how
very helpful and considerate his Web designers are. Meanwhile, in your office, you
lay back in your chair drinking your 7th cup of coffee that morning, safe in the
knowledge this happy customer will send several referrals your way.

7. Honor Your Promises

It's possible this is the most important point in this article. The simple message:
when you promise something, deliver. The most common example here is project
delivery dates.

Clients don't like to be disappointed. Sometimes, something may not get done, or
you might miss a deadline through no fault of your own. Projects can be late,
technology can fail and sub-contractors don't always deliver on time. In this case a
quick apology and assurance it'll be ready ASAP wouldn't go amiss.
 RESEARCH AND METHODOLOGY

WHAT IS RESEARCH?

Research is a systematic inquiry aimed at providing information to solve

managerial problems.

A research design is a master plan or model for the conduct of the formal
investigation. A research design is the specification of the methods and procedures
for acquiring information need for solving the problem. The formal investigation
plan will concentrate on the selection of sources of information and selection of
models and procedures for gathering forms are prepared. Questionnaires and other
forms are tested.

In case of this project for collecting data about KBC Real Estate, Survey
Method and Interview Method has been used.

OBJECTIVE OF RESEARCH PLAN:

To get the proper way of study.

To have idea about the different types of sampling.

To carry the different aspects and methods of data collection.

In planning the research process, the researcher should identify the data to
be used and state how they are to be collected, how they can be classified and how
they are analyzed. The preparation of the plan will involve answering the following
questions:

What is the study about?

Why is the study being made?

What types of data are needs?

Where can the need data be found?

What period of time will the study include?
How will the data be processed?
 What kind of report will be prepared?

Define the problems &

Research Objectives

Develop the research plan

Collect the
Information

Analyze the
Problem

Present the
Findings
 TYPE OF RESEARCH

My research design is of descriptive type. Descriptive studies

are more structured because in this type of study the researchers
are aware of the fixed questions. In this study researcher knows
what questions to be asked, types of data to be gathered and
procedures to be used for this purpose.

RESEARCH APPROACH
Research design can be classified by the approach used to
gather primary data. There are two alternative. We can observe
conditions, behaviors, events and people or we can communicate
with people about various topics through various modes.

For preparation of my project, two kind of research approach

have been used:

1) Survey Method

2) Interview Method

In the survey method first, I had prepared questionnaire for

market survey. Then I had approached towards various distributors
to meet customers and to fill up questionnaire for my survey. I had
taken the sample size of 100 for my survey.
 TYPES OF DATA
The information that has been gathered and used in the project
report is from both primary as well as secondary data.

Primary data:

Those data, which are collected, first hand either my researcher or

by someone else for the purpose of study are known as primary data.

For my project work, I had collected primary data from

questionnaire and survey in Jabalpur.

Secondary data:
Any data which has been gathered earlier for same or
other purpose are known as secondary data. Secondary data collected
from various sources as:

o Books.

o News papers, magazines.

o Internet

o Reports

After collecting both primary and secondary data I have edited it

and transferred it in meaning full meanings.
 DATA ANALYSIS AND INTERPRETATION
Table showing present type of residential Ownership

The above table shows that, maximum no. of respondents stay on rental
basis i.e. 49% and 36% of the respondents have their own residence and
15% of respondents are in other category, which include residence on
lease or staying at relatives.
 The above table shows that maximum no. of respondents i.e. 39%
consider Price, whereas 28% consider location while 16% consider
transportation facility whereas 10% consider other factors like
Vastushasrea, Water availability etc. and 07% of respondents consider
accessibility to the market as important factor for purchasing the
residential properties.
 Table showing factor taken into consideration while purchasing
Residential Properties.
Table showing parameters considers while selecting Residential
properties.

The above tables shows that maximum no. of respondents that is 73

consider facilities as the parameter while 62 respondent consider
Quality, whereas 57 of respondent consider Brand name while 49
respondent consider Space (Sq.ft.) and 30 respondent consider interior as
the parameters while selecting residential properties.
Table showing the awareness in respondents about various schemes offered by
KBC

Sources No. of % of
Respondents Respondents
Hoardings 13 13%
Newspapers 17 17%
Agents/Consultant 33 33%
Relatives/Friends 28 28%
Others 09 09%
Total 100 100%

Above table shows that 33% of the respondents get their information
from Agents/Consultants, where as 28% of the respondents get
information from Relatives/ Friends while 17% of respondents get
information from Newspaper whereas 13% of respondents get
information from Hoardings and 09% of respondents get their
information through other Sources like Local News Channel, Radio,
Internet etc. for Purchasing Residential Properties.
Table showing sources of information for respondents while property
purchasing

Awareness No. of % of
Respondents Respondents
Yes 67 37%
No 33 33%
Total 100 100%

The above table shows that maximum no. of respondents i.e. 67% were
aware about the various schemes offered by SBC whereas 33% of
respondents were not aware various schemes offered by SBC.
SBC is having good brand name in the city, most of people prefer it.
Table showing durations of the year when normally respondents like to
purchases residential properties

Awareness No. of % of
Respondents Respondents
Jan to Apr 35 35%
May to Aug 13 13%
Sept to Dec 52 52%
Total 100 100%

Above table shows that maximum no. of respondents i.e.52% would

prefer Sept to Dec as the duration where as 35% respondents would
prefer Jan to Apr while 13% of respondents prefer May to Aug as the
duration of the year where they would like to purchase residential
properties.
Table showing type of residential property respondents would like to
purchase

Awareness No. of % of
Respondents Respondents
1 BHK Flat 18 18%
2 BHK Flat 48 48%
3 BHK Flat 24 24%
4 BHK Flat 06 06%
Bungalow/Row 04 04%
House
Total 100 100%

Above table shows that maximum no. of respondents that is 48% would
like to purchase 2BHK Flat, whereas 24% respondents prefer 3BHK
Flats, while 18% respondents prefer 1BHK Flat whereas 4% of
respondents prefer Bungalow/Row house and 06% respondents prefer
other which include Duplex, Terrance Flat, Attached Flat etc. for
purchase of residential property.
Table showing mode of purchases of residential properties

Awareness No. of % of
Respondents Respondents
Home Loans 57 57%
Lump Sums 06 06%
Installments 33 33%
Others 04 04%
Total 100 100%

Above table shows that maximum no. of respondents i.e.57% would

prefer Home Loans whereas 33% of respondents would prefer
Installments while 06% of respondents would prefer Lum sum and 04%
of respondents prefer others.
 FINDINGS

1. During the time of survey, was found that 49%responds are

having the resident on rental, 36% responds are having other
sources such as lease, relatives & friends etc.
2. It was found that maximum no. of respondents were preferred to
purchase residential property in.
3. It was found that the price & location is major factor which
consider by the customer. Here 39% respondents are considering
the price, 28% respondents are consider location & 16 & 7%
respondents are consider transportation & market facility.
4. It was found that the quality & facility are most considerable
parameters at the time of selecting residential property.
5. It was found that the source of information of consumers the real
estate play very vital role.
6. It was found 67% respondents were aware of various schemes
offered by SBC & 33% respondents were not aware.
7. In duration of September to December the most of the respondents
would like to purchase the residential property because of the most
of the festivals are in this duration.
8. It was found that demand of the 2 & 3 BHK flats were more to
comparing other types.
9. In the mode payments 57% respondents go through home loans of
various banks & private financial institutes, 33% respondent go
through installments, 6% respondent through lum sum amount 4%
respondents choose other mode of payments.
 LIMITATIONS OF THE STUDY

1. Money was the major constraint during my project.

2. Duration of the study also limited for further intensive study.

3. Mostly stress was given on primary data collection and it was

difficult to collect secondary data from organization and dealers.

4. Time constraint during study

5. Limited coverage area was also a major constraint while

conducting the study.

6. Personal bias or error of the interviewer might also have crept in:
some cases, while interpreting the respondents.

7. Certain questions which are not properly responded by the

responder
 CONCLUSION

1) It can be that KBC Builders most popular brand.

2) Quality is considering lot while purchasing residential property.

3) The KBC Builders ands first among top companies in Jabalpur

city.

4) The buyers consider Quality and price while purchasing the

residential property.

5) The customer may change the Brand if the Particular brand is not
available and also because of close substitute.

6) Price like is one of the reason for change in brand.

7) Advertising and other sales promotion tools have a great effect on

sales of the residential property.
 Accounting Records

Generate a great deal of information. It gives a detailed analysis

of sales by product, customer, industry, geographical area.
Sales force reports- this source provide a great deal of
information
Miscellaneous reports- any studies done on marketing problem
of the company, special audits also provide a good deal of
information
Internal experts- executives working as product manager,
marketing research manager, advertising personnel also serve to
be a good source of information.
External sources-external secondary data do not originate in the
firm and are obtained from outside source.
 BIBLIOGRAPHY

Marketing Management - Philip Kotler.

Business policy and Strategic Management.
International Marketing- Lascu.
India Today- magazine.
4Ps of Business and Marketing.

REFERENCES

www.KBCmall.com.
http://www.india-today.com/btoday/20010930/cover2.html
www.mahindra.com.
www.thehindubusinessline.com/2002/03/08/stories/
www.realestate.com
 ANNEXURE
1.Your age?

PARTICTULARS PERCENTAGE
NO.OF.RESPONDENT
Less than 25
25 - 35
35 - 45
Above 45
TOTAL

2.Qualification of the respondents

postgraduate graduate 12th below 10th

3 Are you satisfied with your Service ?

Particulars No. of Respondents Percentage

Excellent
Good
Very Good
Satisfied
Not Satisfied
5. Which one is your favored Construction company?
Particulars No. of Respondents Percentage

Tax Benefit
Security
Investments/Savings
Total

6. What is your main concern while taking an Finance ?

Rating No. of Respondents Percentage

Highly satisfied
Satisfied
Moderate
Unsatisfied
Highly Unsatisfied
Total

7. Are you satisfied with the incentives (tax benefits or

Bonuses) associated with your policy?
Particulars No. of Respondents Percentage

Easy Procedures
Fewer premiums
More Returns
Transparency
Total
 A
PROJECT REPORT
On
CUSTOMER SATISFACTION OF KBC
BUILDERS
Submitted for the partial fulfillment for the
Degree of
MASTER OF BUSINESS ADMINISTRATION

Under The Guidance Of

Ms. Swastika Pathak
Asstt. Proff.

Submitted By
Vikas Tiwari
Enroll No. BD/32584
MBA.III rd Sem.
Submitted To

)
RANI DURGAVATI VISHWAVIDYALAYA JABALPUR (M.P.)
 SHRI RAM INSTITUTE OF MANAGEMENT

CERTIFICATE

THIS IS TO CERTIFY THAT MR. VIKAS TIWARI WHO IS A

STUDENT OF SRIM (MBA-III SEMESTER) HAS PREPARED THE
PROJECT TITLED "CUSTOMER SATISFACTION ON KBC
BUILDERS PVT. LTD." UNDER THE GUIDANCE OF Ms.
Swastika Pathak AND THE SAME IS BEING FORWARDED TO THE
UNIVERSITY.

DR.AMIT GUPTA
Principal
Shri Ram Institute of Management,
Jabalpur
 SHRI RAM INSTITUTE OF MANAGEMENT

CERTIFICATE
This is to certify that Student of Master of Business Administration
(III Semester) at Shri Ram Institute of Management has completed the
project entitled CUSTOMER SATISFACTION OF KBC
BUILDERS PVT. LTD. at JABALPUR.

He has submitted the project in partial fulfillment of the degree

of MASTER OF BUSINESS ADMINISTRATION from RANI
DURGAVATI VISHVAVIDYALAYA, Jabalpur for academic year
2010-2012.

This report is up to the standard both in respect of its content

and its literally presentation for being referred to the examinees.

I wish him all the success.

MS. SWASTIKA PATHAK

Shri Ram Group of
Institutes, Jabalpur
 DECLARATION

We hereby declare that the Project entitled

Marketing Strategy at KBC Ltd. Being submitted in partial
fulfillment for the award of the degree of Master of Business
Administration to Rani Durgavati Vishwavidyalaya, Jabalpur
is the authentic record of my own work done under the guidance
of Ms. Swastika Pathak.

The matter reported in this project has not been

submitted earlier for the award of degree.

Jabalpur VIKAS TIWARI

Dated: MBA (III SEM.)
Enroll No BG/8131
 ACKNOWLEDGEMENT

It gives me pleasure in expressing my heartfelt gratitude and indebtedness

for the kind blessing showered upon student by honorable Chairman Mr. R.V.
Karsoliya Shriram Group of Institutions of Jabalpur (M.P.).

I would like to express my gratuity towards Principal Dr. Atul Dubey (SRIM),
Jabalpur for their kind cooperation and encouragement which help me to
completing the project.

I am highly indebted to guide name MS. SWASTIKA PATHAK for her guidance
and constant supervision as well as for providing necessary information regarding
the project and also his/her support in completing the project.

I am thankful to all the faculty members of Shriram Institute of Management also

for their help and valuable suggestion.

VIKAS TIWARI
 CONTENTS
S.NO PARTICULARS

1. EXECUTIVE SUMMARY

2. INTRODUCTION

3. OBJECTIVES

4. COMPANY PROFILE

5. CONCEPTUAL BACKGROUND

6. RESEARCH METHODOLOGY

7. DATA ANALYSIS AND INTERPRETATION

8. FINDINGS

9. LIMITATIONS OF THE STUDY

10. CONCLUSION

11. BIBLIOGRAPHY