A

PROJECT REPORT
ON
A STUDY ON CUSTOMER SATISFACTION AND SERVICE
ANALYSIS
FOR
______________________________________________
BY
_____________________________________________
UNDER THE GUIDANCE OF
___________________________________
SUBMITTED TO
UNIVERSITY OF PUNE
IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE
AWARD
OF THE DEGREE OF
MASTER OF BUSINESS ADMINISTRATION (M.B.A.)
THROUGH
______________________ INSTITUTE OF MANAGEMENT
PUNE-48

DECLARATION
I,

the

undersigned,

hereby

declare

that

the

project

entitled

__________________________________ written and submitted by me to the

university of Pune, in the partial fulfillment of requirement For the award of degree of
Master

of

Business

administration

under

the

guidance

of

_________________________ is my original work and conclusion there in are

based on the material collected by myself.

Place: Pune

Name:

Date:

CERTIFICATE
This is to certify that the project Report entitled ___________________ which is
being submitted herewith for the award of the degree of Master of Business
Administration of university of pune, is the result of the original research work
completed by __________________ under my supervision and guidance and to the
best of my knowledge and belief the work embodied in this project report has not
formed earlier the basis for the award of any degree or similar title of this or any other
university or examining body.

Place

Name:

Date

ACKNOWLEDGEMENT
I would like to express my heartiest gratitude to _________________ (HR Executive)
______________, Pune for giving opportunity to associate myself to the worlds
largest producer of two Wheeler Company and to carry out my project title
____________________________________________________________________
______________.
I am sincerely thankful to __________________ (_________________) and
_________________

(_________________)

under

whose

guidance

have

successfully completed this project and time spend with him is great learning
experience.
I would also give to special thanks to ______________________
(___________) for his valuable suggestion, guidance and advice in brining out this
project report and my sincere thanks to all the staff and member of Innoberry s,
___________.
I am grateful to ____________, Director of ___________ Institute of management
and for prof. _______________ for their guidance in this study.
_____________________
MBA II
20013-14

INDEX
Sr. No.

Chapter No. And Name

Page No.

Executive Summary

Company Profile

Objectives of the study

19

Research Methodology

26

Data Analysis

39

Findings

41

Suggestions & Conclusions

43

Limitations

45

Bibliography

47

CHAPTER- I
EXECUTIVE SUMMARY

Customer satisfaction is the key to success. Getting your customers to tell you what is
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 distributing the form, ensuring that customer will return the
form and following up on comments.

This report is based on the topic Study and analysis of customer satisfaction for
Innoberry

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 solution to their customer thus fulfilling the
unfilled needs. Innoberry keeps itself abreast of the new and emerging technologies
and adopting them to deliver high quality and high performance vehicles to their end
customers. Customer satisfaction has been conceptualized in several ways.
Consumer satisfaction is result of confirmation of expectation. Innoberry has been
focusing on the improvement & Excellency in processes, which it uses to satisfy there
to accomplish, this it has focused on improving customer-orientation and value chain
integration. Thus meeting of customer expectation. So this Project aims exactly on
7

this aspect i.e. to know the customer satisfaction level through primary data, to study
the process followed for customer satisfaction improvement and to suggest some new
means of customer satisfaction improvement.

Importance:
As the customers are treated as king of todays business world so its mandatory to see
that our customer kings are satisfied or not. Hence the study is carried on Customer
satisfaction. So whatever services are provided to the customer, his satisfaction is a
must, otherwise within no time the Company will lose its customers. In the present
scenario the industry has given utmost importance of doing particular task at fastest
time.

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.

6. To identify customer perceptions of key areas of weakness and key
area of strength.
8

7. To measure the prioritize areas where improvement will most affect

customer satisfaction.
8. Determine the level of customer satisfaction in the pesticide industry

Methodology

Data source

Primary (field Survey)

Research area

Pune City.

Research approach

Survey Method

Research instrument

Questionnaire

Sample Plan

Personal Interview

Sample unit

Personal

Sample Size

100 customers.

Learning

It helps to understand how to measure market requirement

Project helps me to get basic knowledge about the professional meetings and

how to make report which provides useful information

Utility to the organization
Project helps organization to understand the market requirement

CHAPTER II
INTRODUCTION

10

The website market is growing at a fast rate because of change in work life of
consumers. As the need for "anytime anywhere" access to information is increasing,
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.
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.

11

CHAPTER-III
INDUSTRY PROFILE

12

Todays world is more or less an Internet world, where people spend most of their
time over internet. When internet is concerned, the Web Development through
internet comes into discussion. Web development is a broad term for work involved in
developing a web site. 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.

Success Of Web Development Industry In India:

13

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.

Outsourcing to India:
14

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.

Future Of Web Development Industry In India:

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!

Future of Web Designing in India

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
15

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 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

16

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.

In future stupendous achievements can be achieved in communication and commerce

through e-commerce development. Excellent results are expected from online auction
sites like eBay 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 ecommerce. 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
17

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.

18

CHAPTER-IV
COMPANY PROFILE

19

Our Vision
Offering modern farming solutions with the right blend of technology.

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

About The Company

Innoberry InfoServices (P) Ltd. is Leading Website Development Company from
Pune and providing all kinds of Web Solutions as per customer's need in best price
and timeframe.
Innoberry InfoServices (P) Ltd. is a group of talented Engineers and Technologist,
whose core strength lies in making state of art 'Technology' available to our client at
the most adequate price. Web Solutions division of Innoberry has been well proven its
expertise with having developed more than 250 websites.
We implement website design strategies compatible to Search Engine Optimization
(SEO) techniques.

Overview

20

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 realize that they need a professional internet solution to generate
revenue streams, establish communication channels or streamline business operations.

Why Innoberry

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.

21

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.
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 application options.
Experience and Expertise
Having over 9 years of experience in providing internet services and solutions
and having completed hundreds of projects in different domainsInnoberry has
built a large database of knowledge that enables us to deliver the right
solutions that

address

the

needs

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
Vast Pool of IT Professionals

22

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.

Our Business Philosophy

We at Innoberry are committed to delivering maximum value to our clients
helping them succeed in a constantly changing and challenging biz world. Our
fundamental company values stem from understanding that our success is tied
with success of our clients. Our key business principles are:
Understand Clients Needs
We carefully study each customer particular case to understand the clients needs
and objectives and deliver a dependable solution. We make you aware of all
available options and provide you with a competent advice enabling you to take an
informed business decision.
Partner with Clients
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.

Earn Clients Trust and Confidence

23

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

Innoberry has always taken an uncompromising position in respect to quality.

Innoberrys Quality Management System (QMS) is a complex set of engineering
and managerial activities that ensures the high quality of delivered software through
the

entire

workflow.

Innoberry QMS Tasks and Objectives:

Elaboration and implementation of procedures and regulations for software

development process based on the industry best practices and standards

Product life-cycle monitoring to ensure compliance with established

processes and guidelines

Product quality verification and validation to ensure its correspondence

with the client needs and expectations

24

Establishment of an effective collaboration of all production participants

Independent QA Department

Innoberrys QA department is an independent structural subdivision. Our QA team

consists of skilled QA engineers and experienced testers that are involved into the
projects on a dedicated or as-needed basis. QA engineers allocation depends on the
project size and complexity. If it is required they can be easily switched from one
project to another. Such flexibility let optimize project efforts and correspondingly the
overall project budget. Since the QA team is not accountable to the project manager,
their work is free from any pressure from the development team.

Methodology

Innoberrys development methodology provides a structured framework aimed at

delivering high quality software solutions to clients. Over the past 9 years we have
developed a store of knowledge through hundreds of development projects. We have
refined our business process by blending the best industry practices like Rational
Unified Process (RUP) and Agile 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.

25

Innoberry methodology promotes a result-driven interactive approach and guarantees

better customer service with regards to quality, cost and customers strategic goals,
without

compromising

on

any

of

these

factors.

The main foundations of our methodology are:

Strong Project Management

From the very beginning of a project it has a project manager so a client can solve
all project-related issues through the only person. Project Manager is involved into
requirements definition when a project starts up. His routine responsibilities are
project planning, team management, early project risks definition / elimination and
reporting to client. All projects are under CTO coordination.
Thorough Requirements Analysis
At Innoberry we pay special attention to requirements definition process. This
guarantees that we deliver final results that meet clients specific requirements. We
use several levels of requirements description:
* Business Vision
* Product Vision
* Functional Specifications
* Use Cases

Refined Development Process

26

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.

27

Website Development Process

Web Design Services

Our creative designers will always offer you something beautiful and original, no
matter whether you prefer a classic design or a modern style, something complicated
or simple, straightforward or extremely advanced.Innoberry knows how to help you
with projecting your thoughts outward and strike the online world with the most
stunning and engaging look.
Here, at Innoberry, we have invented a magic formula to produce unique website
design concepts, each of which can be a real masterpiece of art. Here it is:
* take some remarkable enthusiasm and creative ardor
* add boundless fantasy and artistic daring
* pour in some thoughtful consideration
* shake well
* serve the most tasteful and delightful web design to the client
28

You can be 100% confident that your cooperation with Innoberry will not only
make you happy with your front end design but the entire design process will bring
you a lot of excitement!

Web Development Services

Web development means the backend of a site; it deals with html-coding and
programming. Our skillful developers can create effective solutions in all kinds of
programming languages, work with various server software and with any
databases. Professional html-coders pay the greatest attention to writing clean, lightweight and search engine friendly code for your site to give it a 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.

29

CHAPTER-V
OBJECTIVE

30

Objectives:-

9. The main purpose of the study is to know weather the customers are satisfied
with the services provided by Innoberrys pvt ltd.
10. To understand the behavior of the staff with customers.
11. To know weather service provided according to time and date or not.
12. To suggest measures to improve customer satisfaction and improve quality of
service.
13. To suggest new ideas, suggestion other than currently used in Innoberry

to

improve customer satisfaction.

14. To identify customer perceptions of key areas of weakness and key
area of strength.
15. To measure the prioritize areas where improvement will most affect
customer satisfaction.
16. Determine the level of customer satisfaction in the pesticide industry

31

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.

Significance of the Project Work:-

1. Company would get to know the customer satisfaction level for the current
year. Helpful in forecasting. In addition, knows areas of improvement.

32

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.

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 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

33

providing just product, but the best economic solution to their customer thus fulfilling
the unfilled needs.

CHAPTER-VI
RESEARCH METHODOLOGY

34

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.

Features of Good Research Design:

A good research design has the following important features:

A precise statement of the research problem.

Data sources and data collection procedures.

Approaches to data analysis.

35

Resource constraints: time, cost, manpower.

Types of Data:

Primary Data

Secondary Data.

Primary Data:
Data that is collected for specific purpose at hand is called primary data. This data is
customized according to the needs of the researcher and focuses exclusively on the
current research problem. The collection of primary data is costly and time
consuming.
Some of the methods of primary data collection are as follows:

Observation.

Interviewing.

Questionnaire.

Secondary Data:
Secondary data may be defined as, data that has been collected earlier for some
purpose other than the purpose of the present study. Any data that is available prior to

36

the commencement 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.

Research Instruments
The research instrument used was the Structured Questionnaire.
The questionnaire basically consisted of a set of questions that were presented to the
respondents for their answers. This was by far the best method used for the collection
of primary data. In the preparation of the questionnaire, care was taken to see that the
wording of the questions were as simple as possible and would not cause any strain to
the respondents in understanding or interpreting of the questions. Also the flows of the
questions have been kept in a logical order as far as possible.

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

37

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.

Sample Size
The total sample size is 100 customers from Pune.

Tools of Data Collection

The methodology for data collection used was survey method and the tools used for
survey were questionnaire and personal interview. Information was gathered by
interview with the customer in Pune cities through the questionnaires which are open
ended where they can answer the questions in their own words and close ended where
options are given to them to answer the questions.

Statistical Tools Used For Data Analysis

Statistical tools to be used are tables, Pie Charts, percentage column used.

Research Methodology:-

Data source

Primary (field Survey)

38

Research area

Pune City.

Research approach

Survey Method

Research instrument

Questionnaire

Sample Plan

Personal Interview

Sample unit

Personal

Sample Size

100 customers.

Data sourcea s
Scope of the study:-

The study covers the Personal using Innoberry products in Pune city.

Helpful in forecasting.

Helpful in knowing weak spot of product.

Better understanding of problem area.

39

CHAPTER-VII
40

DATA ANALYSIS

Demographic Profile
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

41

40
35
30
25
Axis Title
20
15
10
5
0

LESS THAN 25
25-35
35-45
45 and above

Axis Title

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. OCCUPATION
Table No.2 Occupation of Respondents
Option
Business
Professional
Personal
Other
Total

No. of respondents
10
36
46
8
100

Percentage
10
36
46
8
100

42

50
45
40
35
30

BUSINESS

PROFESSIONAL

PERSONAL

OTHER

25
20
15
10
5
0

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
Upto 1 Lakh
14
1 to 3 lakkhs
38
3 to 5 lakhs
44
5 lakhs and more
4
Total
100

Percentage
14
38
44
4
100

43

UP TO 1 LAKH

1 TO 3 LKHS

3 TO 5 LAKHS

50

5 LAKHS AND MORE

5 LAKHS AND MORE

40

3 TO 5 LAKHS

30
20

1 TO 3 LKHS

10

UP TO 1 LAKH

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. 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

44

Chart Title

18%
BELOW 5

More than 5

82%

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. How many WEBSITE Development companies do you know?

Table No.5 Visibility of companies

Option
Creatives
E-makers
Innoberry
Vertex
All of the above
Total

No. of respondents
8
12
60
18
40
100

Percentage
8
12
60
18
40
100

45

Chart Title
60
Creatives
50

E-makers
Innoberry

40

Vertex
ALL OF THE ABOVE

30
20
10
0

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. Do you think Innoberry provide you good quality products with visuals?
Table No.6 Product quality
Option
Yes
No
Total

No. of respondents
78
22
100

Percentage
78
22
100

46

22%
No
78%

Yes

Out of the 100 people interviewed 78 % feel Innoberry provide good product and remaining 22% feels products are not good .

7. What are the good qualities and visuals in Innoberrys Product?

Table No.7 Quality
Option
Content
Visuals
Availability
Animations
Costing
Total

No. of respondents
38
45
9
5
3
100

Percentage
38
45
9
5
3
100

47

Content

Visuals

Animations

Costing

Availability

45
38

9
5

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. Are you satisfied with the behavior of Innoberrys staff and agents?
Table No. 8 Behavior of staff and agents
Option
Extremely Satisfied
Satisfied
Average
Dissatisfied
Extremely Dissatisfied
Total

No. of respondents
24
12
24
14
26
100

Percentage
24
12
24
14
26
100

48

30
26

24

30
25
20
15
10
5
0

12

14

Extremely Satisfied

Satisfied

Average

Dissatisfied

Extremely Dissatisfied

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. Do you think product and Visuals quality is the strength of Innoberry?

Table No. 9 Product and Visuals quality evaluation
Option

No. of respondents

Percentage

Yes

47

47

No

53

53

Total

100

100

49

Yes

No

47%
53%

Out of 100 people interviewed, 47 % believe that Visuals and product quality is the
strength of Innoberry.

10. What is the weakest point of Innoberry ?

Table No.10 Weakness of Innoberry
Option
Policies
Marketing & Advt Strategies
Cost Structure
All of the Above
None of the Above
Total

No of respondents
16
7
31
18
28
100

Percentage
16
7
31
18
28
100

50

Chart Title

28%

Policies

Marketing and
advertising
strategies

Cost Structure

All of the above

16%
7%

None of the above

18%

31%

Policies and Cost Structure are the weakest point of Innoberry as per the consumers.

10. Are you satisfied with the overall products and system of Innoberry?
Table No.11 Overall satisfaction
Option
Yes
No
Total

No of respondents
42
58
100

Percentage
42
58
100

51

120
100
80
60

NO
YES

40
20
0

42% respondents satisfied with overall products and system of Innoberry but 52% are
not satisfied.

52

Chapter VIII
Findings
53

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 .

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.
54

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.

55

Chapter IX
Suggestions and Conclusion

56

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.

57

Chapter X
Limitations

58

The limitations of the project are-

The project was carried in the Pune city so the project provides a perspective
limited only to this city.

The sample taken cannot cover all the classes of people whose responses have
to be taken.

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.

Non understanding of certain parameters in the questionnaire.

59

Chapter XI
Bibliography

60

BIBLIOGRAPHY

Philip Kotlar, Marketing Management, New Delhi, Pearson Education (P)

Ltd., Indian Branch, 2004.

Consumer Behavior by Leon G. Schiffman, Prentice-Hall India 8th edition

WEBSITES

www.Innoberrygroup.com

http://www.maharashtradirectory.com/Products/SearchResult?
ProductName=websiteDevelopment&productid=543

www.wikipedia.com
61

Chapter XII
ANNEXURE
62

QUESTIONNAIRE

1. AGE OF RESPONDENTS
a. Less than 25

b.25-35

c.35-45

d.more than 45

2. What is your occupation?

a.Business

b.Professional

c.Farmer

d.Other

3. What is your average annual income?

a.Upto 1 Lakh

b.1 to 3 Lakh

c.3 to 5 lakh

d.More

than

lakh

63

4. How many employee are there in your company

a.Below 5

b. More than 5

5. How many web site development companies do you know?

6. Do you think Innoberry provide you good quality products?
a. Yes

b.No

7. What are the good qualities in Innoberrys Product?

a.Content

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

10. What is the weakest point of Innoberry ?

a. Policies

b.Marketing and Adv Strategy

c.Cost Structure

d.All of the above

11. Are you satisfied with the overall products and system of Innoberry?
a. Yes

b.No
64

65