Академический Документы
Профессиональный Документы
Культура Документы
ON
“Analyzing customer behaviour
and
measuring customer satisfaction”
AT
WORLDFA EXPORT PRIVATE.LIMITED.
SESSION 2018-2019
DECLARATION
ACKNOWLEDGEMENTS
I also acknowledge the corporation extended to me by all the respondents and the
staff members without whose help and co-operation this project would have not
been a success.
SAGAR CHAUHAN
EXECUTIVE SUMMARY
TABLE OF CONTENTS
Chapter no. Particulars Page no.
A) Certificate of the company
B) Declaration
C) Acknowledgements
D) Executive SumMarketingy
CHAPTER-1 Introduction to the project
• Significance of study
B) Objective of study
C) Review of Literature
D) Focus of study
E) Conceptualization
CHAPTER-2 Introduction to the Company
CHAPTER-3 Research Methodology
CHAPTER-4 Introduction to Analyzing
customer behavior & measuring
customer satisfaction
CHAPTER-5 Process of Analyzing customer
behavior & measuring customer
satisfaction
CHAPTER-6 Approaches of Analyzing
customer behavior & measuring
customer satisfaction
CHAPTER-7 Data analysis& Interpretation
A)SWOT Analysis
B)Questionnaire analysis
CHAPTER-8 Findings of study
CHAPTER-9 Limitation of study
CHAPTER-10 Conclusion
CHAPTER-11 Recommendations
CHAPTER-12 Annexure
CHAPTER-13 Bibliography
SIGNIFICANCE OF STUDY
SOURCE 1:-
AUTHOR:
PHILIP LITTLE
Analyzing customer behaviour & measuring customer satisfaction has been written
about widely in the management literature and the popular press. The term has
shown up in Workforce Magazine (2005), Harvard Business Review (2005) and
the Washington Post (2005), not to mention the websites of many Human
Resources consulting firms such as DDI (2005) and Towers Perrin (2003).
Customer engagement, a term coined by the Gallup Research group, seems to be
attractive for at least two reasons. ……………..
SOURCE 2:-
AUTHOR:
SUSAN MEISINGER
Finding and keeping the right people with the right skills presents a major
challenge for organizations. Engaging those people to voluntarily deliver
maximum effort in key strategic areas adds another dimension to the
challenge…………………………………...
SOURCE 3:-
Speaking at the inaugural Dubiotech Leadership Forum 2010, held this week as
part of the Pharmaceutical and Biotechnology Middle East (PABME) conference
in Dubai, Dr. Tamer Elewa, Director of MARKETING, Merck Serono, and a
research member of Aberdeen Business school, The Robert Gordon University in
Scotland, UK, revealed his brand new doctorate research with regard to 'Middle
East Customer Engagement'……………
SOURCE 4 :
The report examines the different rationales for participation from economic, social
justice and political perspectives. TMarketingough these perspectives, it identifies
different approaches to the subject, with employers and neo-liberal interests
broadly supporting individual and low influence approaches while customer
bodies, such as trade unions and the European Union collective, favour more
regulatory influences
FOCUS OF STUDY
In this study such type of issues are focused to test relations of customers with
customers and their fellows.
CONCEPTUALIZATION
• The ideas of 'customer voice' and the 'psychological contract' have been
accepted by employers and reflected in their Analyzing customer behaviour
& measuring customer satisfactions policies and aspirations (see our
factsheets on customer voice and the psychological contract for more
information).
FEATURES
Why Worldfa:
Production Strength
Incorporated in 1986
Design Strength
• Graphic designers for stickers, colour boxes, customized pallets & PDQs,
• In-house testing’s like deep draw cupping test, composition test, drop test,
box busting test etc
Social Responsibilities
• Organizing blood donation camps, funding old age homes and sponsoring
• Prevent global warming by using pollution free, proper ventilated & eco
friendly
Worldfa Exports Private Limited registered address on file is 5/5, EAST PUNJABI
BAGH NEW DELHI DL 110026 IN, New Delhi - 110026, Delhi, India.
Worldfa export pvt.ltd. Produce many type of product like wordfa steel (bar
accessories, bath accessories. Dinner set, kitchen pooja thali, shack sets, lemon sets
etc). Worldfa textile (rugs, fast selling items, etc). Worldfa puff (puff, multi puff).
WORLDFA STEEL
Worldfa Exports Private Limited's Annual General Meeting (AGM) was last held
on 30 September 2016 and as per records from Ministry of Corporate Affairs
(MCA), its balance sheet was last filed on 31 March 2016.
Directors of Worldfa Exports Private Limited are Kalpana Gupta and Pramod
Kumar Gupta.
Meaning Of Research:
In the broadest sense of the word, the definition of research includes any gathering
of data, information and facts for the advancement of knowledge.
RESEARCH METHOLOGY
Primary data: - The primary data are those data, which are collected
afresh and for the first time and thus happen to be original in character. There
are some important methods:
• Observation method
• Interview method
• Through questionnaires
• Through Schedules
The Customer Relation survey was consisting of a questionnaire with 13
carefully composed questions written in Hindi and English for the ease of
understanding. For the process worker & operators were not included in the
survey. One customer in every department was given the responsibility for
distribution & collection of questionnaire. The quantitative method has been
used for calculating the finding of survey.
Secondary data: Secondary data is the data that have been already collected by
and readily available from other sources. Such data are cheaper and more quickly
obtainable than the primary data and also may be available when primary data can
not be obtained at all.
SAMPLE DESIGN
It is not possible for any researcher to include each and every member of the
universe in his research process. So, he selects small portion of the universe, which
is its true representative. This group is known as Sample and this process is called
Sampling.
• Stratified Sampling
• Cluster Sampling
• Judgement Sampling
• Quota Sampling
Introduction
First, behaviour in marketing cannot be expressed in the singular as if the only act
were that of purchasing. There are many important questions left unanswered if we
do not ask who goes to a pharmacy rather than a superstore
Second, even though the behaviour adopted at the time of making a decision is
extremely important, the manager who does not go beyond this point forgets the
equally important and varied behaviours surrounding the decision. This type of
analysis can explain why a consumer chooses to seek advice from a pharmacist
rather than from other professionals. This is an example of what is called "intertype
competition
We also prefer the term "consumers", in the plural, since markets are composed of
consumers who do not have homogeneous needs. Speaking in the singular implies
that somewhere there exists a single average consumer representative of the entire
market. In other words, speaking of one consumer amounts to talking about
everyone and no one in one breath.
The analysis of consumer behaviour given here is based on the assumption that
consumers always base their decisions on a certain amount of information. This
information may be divided into two categories: internal (previous experience) and
external (type of product, word of mouth, etc.) According to this assumption, a
company could not effectively market a product without a good understanding of
the type of information consumers use to make purchasing decisions and the way
in which the information is perceived and used in other words, the decisionmaking
processes.
The processes involved in making a decision are greatly influenced by three major
types of variables: those related directly to consumers themselves; those related to
the purchasing context or situation; and those concerning the products or services
being considered. These three variables form the "basic triad." A large part of this
chapter deals with the decisionmaking processes adopted by consumers and the
many ways in which the information they are apt to use is actually processed.
These two cases reveal how the consumerproduct relationship can be different. As
a result, any strategy drawing on consumer loyalty would necessarily be different
for each case.
In short, to understand how and why consumers behave as they do, their
decisionmaking processes and the various criteria they use must be studied. Indeed,
these processes would be difficult to explain without looking at the individual
product and purchasing situation. These two elements will be studied more closely
below. Figure 1 outlines the main elements used in analyzing consumer behaviours
and may clarify the many ideas presented in the next few pages.
Motivation
It should be remembered when studying consumer behaviours that consumers will
not consider buying a product unless they are strongly motivated to do so.
Although this may seem like plain common sense, when forgotten it causes grief
and frustration among retailers and professionals alike. Motivation lies at the very
heart of consumer behaviours.
Lewin probably describes motivation best. He considers it an imbalance between
the consumer's current and desired states. The wider the gap between the two
states, the stronger the consumer's motivation will be. This imbalance may stem
from the consumer (e.g., a patient needs to fill a prescription) or arise in a
particular situation (e.g., a patient needs advice about a specific posology). It may
also be the result of promotion. More often than not, the consumer will not be
influenced by any stimulus, regardless of the pressures applied. Consumer
motivation to buy a product is largely related to previous experience and level of
product involvement. These two variables have a tremendous influence on the
nature of the decisionmaking process consumers use.
Involvement
Of all the consumer variables, consumer involvement is by far the most important.
Even though researchers in this area have defined involvement in different ways
over the years according to research trends popular at the time, the consensus is
that the term may be understood as the feeling of importance or personal interest
associated with the product in a given situation. Rothschild suggests the following
definition: "Involvement is a state of motivation, arousal or interest. This state
exists in a process. It is driven by current external variables (the situation; the
product; the communications) and past internal variables (enduring; ego; central
values) Its consequents are types of searching, processing and decision making."
Functional Risk
In terms of medical, pharmaceutical or any health related products, functional risk
has the most impact on consumer behaviour. This type of risk may be defined as
the possibility that the product does not meet the consumer's expectations. This risk
is common in the service and health sectors, which usually do not allow consumers
to test the product before buying. A consumer can, however, reduce functional risk
dramatically by seeking as much information as possible on the service or drug to
be bought. Pharmacist's opinion, advertising (which often reports clinical studies),
or friends' opinions may also reduce functional risk. Another way to reduce
functional risk is to go for "safe bets" or "sure things". This is where the
confidence link between the pharmacist and the patient becomes crucial. The
advice thus exchanged, even when the drug is prescribed, is a way to reduce a high
functional risk. These examples reveal how a functional risk can influence the
consumer's decisionmaking process. The consumer can reduce the risk either by
seeking a lot of information or by turning to a known entity that requires less
information. In short, the higher the perceived risk, the greater the degree of
involvement, and, as a result, the more likely it is that the consumer will choose a
decisionmaking process that lowers the risk.
Economic Risk
This risk is the easiest to understand: the more expensive the product or the
service, the more complicated the decisionmaking process. This relationship may
be greatly attenuated by the consumer's income level. Together with functional
risk, economic risk explains, at least partially, why some consumers prefer to
subcontract their decision-making processes, even for OTC products, to
professionals.
Psychological Risk
Psychological risk is frequently experienced in the consumption of medical
products or prescription drugs. It may be defined as the risk related to the purchase
or consumption of a product that does not correspond to the consumer's desired
selfimage. Perhaps a consumer is afraid to confront latent inner feelings and elects
to not follow a prescription. Another consumer who feels physically inadequate
may prefer not to purchase an orthopedic aid. Like other forms of risk,
psychological risk increases the complexity of the consumer's decisionmaking
processes. Like for other forms of risk, a professional advice is needed but not
always sought.
Social Risk
Psychological risk is related to the individual consumer's selfimage, whereas social
risk is related to the image others have of the individual. Naturally, this risk is not
present for all consumers. In fact, social risk is present only in cases in which the
form of consumption is visible or the consumers are sensitive to their environment.
Experience
Experience, like involvement, has an important impact on the complexity of the
consumer's decisionmaking processes. The broader the experience, the shorter the
decisionmaking process. Of course, this equation is automatic only if the previous
experience was satisfactory. A negative experience will reactivate a complex
decisionmaking process, albeit negatively.
This model is particularly interesting in that it illustrates how consumers form their
consumption habits. In short, when a decision-making process generates some
degree of complexity, positive past experiences will serve as a simplifier. This is
where loyalty to a pharmacy or a pharmacist becomes a precious advantage.
Thus when a product requires a high degree of involvement and the consumer's
experience is both substantial and satisfactory, the consumer develops a strong
predisposition that acts upon his or her perceptions.
Sociodemographic Variables
Among the variables influencing the decisionmaking process, sociodemographic
variables are probably the best known.
Personality
Personality is the most intriguing yet least conclusive variable of all in terms of
consumer behaviours. Marketing experts would like to believe that a single
consumer, given his or her personality, will prefer certain type of store. However,
these hypotheses are rarely backed by empirical research.
Even though personality traits do not provide an exhaustive explanation of
consumer behaviours, they can be of some interest. Snyder suggests that some
consumers tend to imitate peer behaviour more than others, who tend to behave
according to their own predispositions. This trait, called "selfmonitoring" has a
significant effect on the perceived social risk and, as a result, influences the type of
decisionmaking processes the consumer will use.
Benefits Sought
A consumer may wish to purchase or consume a given product for various reasons.
For many products, the nature of the decisionmaking process is largely a function
of the benefits sought. The consumer hesitating between four cold remedies could
simply compare the various possibilities by looking at the different attributes of
each one as well as the proposed benefits. This example will be seen again in detail
in the next section on decisionmaking processes. The benefits gained through the
use of a product may vary from one consumer to the next. In this sense, they are
closely linked to the functional risk.
The concept of benefits sought enables managers to understand the structure of the
decisionmaking process consumers use and thus how to select the elements of their
marketing mix. Nevertheless, an analysis of consumer benefits is valid only if
consumers do actually consider such benefits. This last statement may seem
selfevident, but decisionmaking processes do not necessarily derive from the
consideration of their benefits. Moreover, consumers may not even be able to
express the benefits they want. This is especially true in the area of health related
services.
In order to put all the pieces of the processes together, each one is described
individually below.
Attitude
A decisionmaking process based on attitude requires both tremendous experience
and involvement in the particular type of purchase. This process suggests that a
consumer once had to make a decision regarding the purchase of an OTC or the
service of a pharmacist. The result of this process beeing satisfactory, it has created
a long-lasting positive attitude which in turn has led to loyalty. Attitude represents
a particularly effective mechanism, allowing the consumer to reach a decision
simply, quickly, and effectively using positive past experiences and the ensuing
personal judgment.
Cognitive Processes
In the case of products that require a high degree of involvement, the
inexperienced consumer tends to use cognitive decisionmaking processes. Both
more lengthy and more complex, these processes require some judging of the
various attributes of the product offered. The example in section 3.5 of a consumer
choosing between four cold remedies exemplifies the cognitive process at work. In
making her choice, the wouldbe consumer considered the various benefits she
judged important for this particular product. By weighing each attribute in terms of
importance and by judging each choice according to these attributes, the patient
could objectively and rationally make an optimal choice. This approach, largely
based on Fishbein, is known in marketing as the "linear compensatory model of
decisionmaking". As table 1 shows, this approach requires a technique that is both
accurate and exhaustive.
Aijk = BijkIik
i=I
Past Professional's
Price Reputation
Relief Advice
Relative Importance of Those
2 4 5 3
Criteria
Cold remedy 1 3 1 2 5
Cold remedy 2 3 2 5 3
Cold remedy 3 3 5 1 4
Cold remedy 4 3 3 3 3
1 = little importance - very bad
5 = very important - very good
Using this model, the final choice would be the one that maximized the value of
Aijk. In this case, the results obtained using the model are the following:
Option 1 = 6 + 4 + 10 + 15 = 35
Option 2 = 6 + 8 + 25 + 9 = 48
Option 3 = 6 + 20 + 5 + 12 = 43
Option 4 = 6 + 12 + 15 + 9 = 42
Based on these results, this consumer should choose the second option. Her choice
can be explained in large part by the product's ability to offer a fast relief, a benefit
particularly sought after on this occasion.
The conjunctive model, like the linear compensatory model, is a simple one
designed to describe the structure of decisionmaking processes used by consumers.
In this model, the consumer sets a minimally acceptable threshold for each
criterion considered. If one of the options remains under par, it is automatically
rejected. If, for example, in the choice of a pharmacy, a consumer does not want to
travel more than 2 km, distance will be a non-compensatory criterion. Regardless
of the qualities of other pharmacies, if they are not nearby, they will not be
considered.
Any pharmacist would certainly benefit from knowing whether the target
consumer used the conjunctive rather than the linear compensatory model. In short,
one must know which benefits are sought and by whom. With this information, one
will be in a position to decide which strategy to use in order to position one's
services.
Identifying and understanding these processes are key steps for any manager
targeting a specific clientele. By knowing the benefits or attributes desired or
considered important by the consumer, a marketing manager can adjust the current
marketing mix accordingly.
Subordinate Processes
A consumer with a high level of involvement in a health related product yet very
little experience may use a cognitive decisionmaking process. But if the consumer
either lacks or feels lacking in time or ability to absorb product information, this
consumer will usually opt for a subordinate process. Decisions will then be based
on imitation, recommendation, or compliance. In all of the above cases, the
decisionmaking process (or a part of it) is subordinated to a third party. If this
mechanism is to work, the third party must be credible from the consumer's point
of view. Often, the source of compliance or imitation is a friend or relative; hence,
the determining influence of the reference group.
Affective Processes
The decisionmaking processes presented thus far are based upon consumers as
cognitive beings who analyze the various characteristics of a product to optimize
their consumption of that product. This concept, based on a utilitarian view of the
decisionmaking processes used by consumers, dominates marketing theory, but
there are other approaches as well. Holbrook and Hirschman have suggested that
some products are not bought on the basis of objectively viewed features or
specific functions; rather, their purchase forms a total experience This is the
experiential view. That experience is an attempt at hedonistic gratification. As a
decisionmaking process, the total experience relies heavily on emotional elements
(love, hate, joy, boredom, fatigue, etc.) rather than on the cognitive elements of
product features and benefits. Most decisionmaking processes are neither entirely
cognitive nor entirely affective. Instead, they are a blend of both processes. In any
event, a marketer should be well aware of this affective dimension.
Habit
Habit is another decisionmaking mechanism used by consumers. A little like
attitude, habit allows a consumer to decide on a product quickly. Unlike attitude,
habit is characterized by a low level of involvement. The following example
highlights this distinction. Mrs. Smith has a strong positive attitude toward Minute
Maid® frozen orange juice; she buys it automatically every week. Mrs. Jones does
the same, although with a lesser degree of involvement. One day, the grocery store
where both women shop stops carrying Minute Maid® orange juice. Given Mrs.
Smith's high level of involvement, she might decide to shop elsewhere, not to buy
orange juice, or to pick another brand after analyzing the features of similar
products. On the other hand, Mrs. Jones is likely to substitute another brand of
orange juice much more mechanically.
In short, habit provides consumers with an easy, routine way of selecting a product
or category of products whose purchase or consumption represents very little risk.
Impulse Purchasing
The decisionmaking process used by the consumer purchasing on impulse is
characterized by a low degree of involvement and experience. These purchases are
generally unplanned and of little consequence. Sometimes, product placement, or
the colours on the packaging are enough to prompt the consumer to buy. Often the
front-end of drugstores dwells on this process. For consumers, buying a
convenience good (soft drink, tissues, etc.) requires little involvement; hence, their
decisionmaking process may entail simply taking the most familiar or the best
located brand.
Situational Variables
As seen in figure 1, the decisionmaking processes, along with the related
information processing strategies, are influenced by certain situational variables.
The main situational variables are the period (month, day, season) when the
purchase is made, the time available to the consumer to shop for the purchase, the
presence or absence or reference groups, the economic climate, and the place
where the decision is made.
Period
The period during which a purchase is made influences the decisionmaking
process. A snowfall in early December, for instance, encourages consumers to do
Christmas shopping. Tchaikovsky's The Nutcracker may be a holiday season
favourite, but would it be sold out or held over in July?
Time Available
The amount of time a consumer has to make a decision also influences the
decisionmaking process adopted. If there is little time, the consumer will rely more
on subordinate processes and processes based on past experience.
Reference Groups
The presence or absence of reference groups also influences the decisionmaking
process. If a consumer is aware of signals in his or her environment and must make
a decision, the presence of a reference group or person of influence will increase
the tendency to use a subordinate process.
Economic Climate
The economic climate also plays an important role. If the consumer is living
through a recession or is keenly aware of the economic situation, he or she will
rend to use a cognitive decisionmaking process in which price becomes more
significant.
Place
The physical environment is another element influencing the consumer's choice of
a decisionmaking process. This last factor is especially important, since the
presence or absence of affective or cognitive stimuli would determine the process
used.
Information Processing
As mentioned at the beginning of this chapter, every decisionmaking process is
based on a minimum amount of information. Consequently, a key function of
marketing is to provide consumers with information that may be adapted to either
the type or the structure of the decisionmaking process selected. Naturally, the
more experience related to the purchase of this product or category of products a
consumer has, the less interested that consumer will be in seeking information
from outside sources and in responding to a marketing appeal. This is exactly what
a new pharmacy faces when it targets the consumers of an already established
competitor.
Extent of
Decision making Nature of the Type of Outside
Information
Process Information Information Sought
Processing
Attitude Limited Mostly internal, Product qualifies and
based on features that reinforce
experience consumer's attitude
(perceptual bias)
Cognitive process Vast Mostly external Qualities that maximize
the practicality of the
service or product
desired
Subordinate Limited Mostly external Reference or opinion
process from source consumer
considers credible
Affective Limited External Impressions and
Process emotions to produce a
sensorial reaction (fear,
joy, pleasure, etc.)
Habit Restricted Internal, based Passive searching for
mainly on information; consumer
experience does not look for it
Impulse purchase Limited External Information not actively
sought
APPROACHES
Individual Bargaining: Individual bargaining is the process by which an
employer and an customer negotiate an individual contract of employment,
regulating the terms and conditions of employment.
The main advantage of individual bargaining is it is a single voice and thus there is
no conflict in matters
Another advantage of individual bargaining is that it expresses the views and
opinions of one person and thus there is no compromising
• The main disadvantage of individual bargaining is that the manager will not
take a lot of notice of just one person’s views or opinions and therefore
nothing will happen
• Thus there is not a lot of chance that individual bargaining will have an
influence on company decisions and policies.
Collective bargaining
• These bodies represent the views of all their members and try to negotiate in
their interests
• The main advantage of collective bargaining is that the manager will not
take a great deal of time in deciding on what action to take on an individual
level.
The customers have greater influence in the final decision the manager will
take.
Full-Time Customers
• Full-time customers are the most likely to develop company loyalty, and to
feel a sense of ownership in the business.
• Full-timers also tend to hold only one job, giving you more control over
their time and efforts. For many employers, full-time customers provide a
sense of security that someone could manage things in their absence
The Internal Revenue Code defines part-time customers as those who work 1,000
hours or less in any 12-month period.
• Such workers necessarily work fewer hours, so will cost less in wages.
• Also employers may vary the number of hours a part time customer works
based on the amount of work available.
• Part-time customers often hold more than one job, meaning possible
competition for time and loyalty.
• Also part time customers often leave if offered full-time employment by one
of their other part-time employers, possibly creating a turnover problem.
Following are the advantages of maintaining good relations with the customers.
• Reduced Absenteeism
One reason, outside of illness, that customers are absent is stress, and the number
one reason customers are stressed has to do with their relationship with their
manager/supervisor. Management styles that are too authoritarian tend to promote
high levels of absenteeism among customers also increase turnover, job burnout,
and customer health problems .Customers may also reduce turnover and absences
when they begin to feel that working conditions are satisfactory and that they are
becoming more successful in their jobs.
• Increase in the level of job satisfaction has a direct relation with the smooth
workflow. There will be lesser arguments and more discussions. Customers
will be ready to share information and help each other out.
A good relation with the customer also inculcates discipline. Thus harmony is
maintained.
Attracting the most qualified customers and matching them to the jobs for which
they are best suited is important for the success of any organization. A good
company with good Customer Relations will be talked about. There is a brand
image created in the mind of the customers which attracts them to the company
like a drop of honey.
• Lesser attrition - reduced cost on training, less cost of retention
A reduced attrition rate will reduce the cost of training and induction. No new
customers will need to start afresh. The company can save on getting to know new
customers.
As the saying goes, a happy worker is a productive worker. Thus a satisfied worker
will take lesser breaks, spend lesser time in the canteen gossiping and more time
working for the company. There will be Greater commitment which means quality
output.
There will be loyalty and less wastage of company resources. The customer will
seek for opportunities for intensifying the business and look out for new chances of
expanding the company. They identify themselves with the work and this leads to
an improved performance. Finally, the act of participation in itself establishes
better communication, as people mutually discuss work problems.
The workers’ self-esteem, job satisfaction, and cooperative with the management is
improved. The results often are reduced conflict and stress, more commitment to
goals, and better acceptance of a change.
A satisfied customer will look for ways of continuous improvement. They will
participate in programs such as kaizen and try for the better of the company.
Customers in a good customer relation management will share their new learning’s
and wisdom with his colleagues.
Constructive attitude:
• Union accepting and appreciating the business system, the rights, authority
and responsibility of management by respecting managers.
• HR managers must ensure that line managers understand and agree with
policies to avoid conflict.
Good and prompt communication system
• Customer relations is a staff function and derives its authority from line
authority,
HR manager in charge must report to top lime authority e.g. CEO or
chairman.
Strengths:
Weakness:
• Failure to communicate formally and informally both cross-functionally
Within departments
• Lack of accountability of managers and customers to achieve clear and
measureable levels.
Opportunities:
• “Personnel “is allowing for more creative and flexible options(e.g. for
compensation and training.
• Advanced technologies are available to foster more effective human
Resources activities
• Availability of information about practices in human resources
Threats:
• Full time customers (FTE) and budget constraints imposed by legislature.
• Government is moving toward privatization increasing the competition for
services
• Other organizations may attract customers and businesses away from us
B) Questionnaire analysis
INTERPRETATION :
From the above data I found that 10% of customers have friendly relation with
their colleagues and 50% have competitive remaining customers have social
relations
Often 42 70%
Never 18 30%
INTERPRITATION :
70% Of customers say that often the superior guide in a job and 30% of customers
say that never the superior guide in a job .
Agree 48 80%
Disagree 12 20%
INTERPRITATION :
From the above data I found that 80%customers agree with supervisor understand
work pressures and problems .20% of customers disagree that supervisor
understand work pressure and problems
No 24 40%
INTERPRITATION:
60% of customers say yes they feel unbalanced relations affects the efficiency
level of customers .40% of customers say no.
Formal 54 90%
Friendly 6 10%
INTERPRITATION :
90% of customers have formal relationship with their boss and remaining 10%
have friendly relationship with their boss .
6)Which of the following adversely affect your relationship among groups ?
Stress 36 60%
Illiteracy 6 10%
INTERPRITATION :
Above data say that 60% customers due to stress adversely affect their relationship
among groups .10% due to illiteracy and 30% customers due to lack of knowledge
adversely affect their relationship among groups .
Yes 54 50%
No 6 10%
INTERPRITATION :
From the above data I found that90%emloyees say yes about cohesiveness prevail
in their organization .10% say no .
Yes 48 80%
No 12 20%
INTERPRITATION :
80% customers say yes that working in a group have find good experience and
20% customers say that have no find good experience .
9)Do you get full co-operation and unbiased attention from your superior in your
work place ?
Options no.of people %of replies
Yes 45 75%
No 15 25%
INTERPRITATION :
75% Customers say yes we feel co-operation and unbiased attention from the
superior in a work place and 25% say they feel not co-operation and unbiased
attention .
Yes 30 50%
No 30 50%
INTERPRITATION :
Above data say that 50% customers have easy to interact with a unknown person
and remaining 50% have not easily interact with a unknown person .
FINDINGS OF THE STUDY
• Overall customers are satisfied with the company in almost every aspect.
• There are possibilities that the opinion poll was influenced by some
customers or HODs. This finding looks eminent because during face to face
discussion the opinion of the customers on a particular/same kind of
topic/question was different than the response of the questionnaire.
• There is a good relational ship between all the subordinate and superiors.
• Majority of the customers are satisfied with their customers.
• Improvement in working environment are essential for generate motivation.
Limitation of the study
• Lack of time
• Possibility of error in data collection due to wrong & biased responses from
respondents.
• Unwillingness to respond to the survey conducted by some customers.
• Possible data entry error influencing the results by variation of result by 2 to
3%.
• Possibility of error by customers in understanding the real question.
CONCLUSION
After working on this project its my immense pleasure to say its been most
beneficial to me as it gave a lot of knowledge about the HR Department, work
includes how an HR Department works and how to interact with people.
The company is also of the view that customer relation plays an important role in
the positive relation between the superior and the subordinate.
RECOMMENDATIONS
WEBSITES
• www.Google.com
• www.wikipedia.com
• www.worldfa.com
• www.inox world.com