A STUDY ON CUSTOMER SATISFACTION TOWARDS THE TIMES OF INDIA-CHENNAI

PROJECT REPORT
Submitted by

S.BALAMURUGAN REGISTER NO: 3511010121 Under the guidance of Dr. V.M.SHENBAGARAMAN (Prof. & Head of Systems)
in partial fulfillment for the award of the degree Of

MASTER OF BUSINESS ADMINISTRATION

DEPARTMENT OF MANAGEMENT STUDIES SRM SCHOOL OF MANAGEMENT SRM UNIVERSITY KATTANKULATHUR 603 203

BONAFIDE CERTIFICATE

Certified that this project report titled A STUDY ON CUSTOMER SATISFACTION TOWARDS THE TIMES OF INDIA-CHENNAI. Under the guidelines of

Dr.V.M.Shenbagaraman, Prof. & Head of Systems, SRM School of Management is Bonafide work of S.Balamurugan (3511010121) who carried out the project work under my supervision. Certified further, that to the best of my knowledge the work reported herein does not form a part of any other project reports or dissertation on the basis of which a degree or award was Conferred on an earlier occasion on this or any other candidate.

Submitted for Viva-Voce Examination held on

-------------------------------Dr.V.M.SHENBAGARAMAN (Prof. & Head of Systems) (Project Guide)

----------------------------Dr. JAYSHREE SURESH (Dean, MBA)

-----------------------------------External Examiner

DECLARATION

I, S.BALAMURUGAN, hereby declare that the project work entitled A STUDY ON CUSTOMER SATISFACTION TOWARDS THE TIMES OF INDIA-CHENNAI submitted in partial fulfillment of the requirements for the award Of the degree of Master of Business Administration is a record of work done by me during the academic year 2010-2012 under the guidance of Dr.V.M.Shenbagaraman, Prof. & Head of Systems, Department of Business Administration, SRM UNIVERSITY, Kattankalathur.

And it has not formed the basis for the award of any Degree / Diploma / Associate ship or other similar title to any candidate in any University.

Signature of the Candidate

S.BALAMURUGAN

PLACE: CHENNAI

DATE:

ACKNOWLEDGEMENT

I am extremely grateful to Dr. Jayashree Suresh, Dean (B.A., M.B.A., PhD), for her invaluable help rendered throughout the project.

would

like

to

express

my

grateful

thanks

to

my

guide

Dr.V.

M. Shenbagaraman, (Prof. & Head of Systems), for his excellent guidance and suggestions to complete my project

I express my profound gratitude to Mr.G.Madhu, Chief Manager RMD, and Mr.S.Amuthan, Deputy Manager RMD for having given me the opportunity to undertake this project.

Words are inadequate to express my gratitude to Mr.J.Gurumoorthy and Mr.M.Aravind Ganesh and Mr.C.Yokesh,Sales officers RMD, who have been pillars of strength and moral support to me.

Words are inadequate to express my gratitude to my Parents who have been pillars of strength and moral support to me.

Above all, my heartfelt thanks to the Almighty God for His presence and guidance in every moment for completing this project successfully.

TABLE OF THE CONTENTS

S.NO TITLE CHAPTER 1 1.1 INTRODUCTION 1.2 NEED FOR THE STUDY 1.3 SCOPE OF THE STUDY 1.4 OBJECTIVE OF THE STUDY CHAPTER 2 2.1 INDUSTRY PROFILE 2.2 COMPANY PROFILE CHAPTER 3 RESEARCH METHODOLOGY CHAPTER 4 DATA ANALYSIS AND INTERPRETATION CHAPTER 5 FINDINGS CHAPTER 6 SUGGESTION CHAPTER 7 CONCLUSION ANNEXURE BIBLIOGRAPHY

PAGE NO 1 5 6 7 8 19 30 33 52 54 55

LIST OF TABLES
TABLE NO. TITLE PAGE

4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.11 4.12 4.13 4.14 4.15

Number of people reading newspaper Preference of people in buying newspaper Spending behavior of people Purchasing mode of the newspaper Features that attracts the reader Factors considered most while purchasing Features that have to be improvised Preference of using website Readers preference for a new section Readers preference to participate for a competition Readers feel about the home page advertisement Readers consideration for subscribing a newspaper Readers dislike in the product Customers satisfaction level towards the product Competitiveness of the product

33 34 35 36 37 38 39 40 41 42 43 44 45 46 47

LIST OF CHARTS
CHART NO. TITLE PAGE

4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.11 4.12 4.13 4.14 4.15

Number of people reading newspaper Preference of people in buying newspaper Spending behavior of people Purchasing mode of the newspaper Features that attracts the reader Factors considered most while purchasing Features that have to be improvised Preference of using website Readers preference for a new section Readers preference to participate for a competition Readers feel about the home page advertisement Readers consideration for subscribing a newspaper Readers dislike in the product Customers satisfaction level towards the product Competitiveness of the product

33 34 35 36 37 38 39 40 41 42 43 44 45 46 47

ABSTRACT

A customer mostly expects ability to provide what was promised dependably and accurately. A customer also expects caring and individual concern. A highly satisfied and delighted customer is a vital non-financial asset for the company. So it has become necessary for the companies to satisfy customers and know their expectations. This study examines the satisfaction level of customers towards the TOI Newspaper. The purpose of the study is to analyze the satisfaction level of the customers, to know in which they are dissatisfied, and to analyze the services rendered to them.

The type of study conducted was Descriptive study. The sample is infinite. Convenience sampling technique was used to select the sample. The tool used for collecting the data is Questionnaire. Percentage analyses, Chi-Square and Weighted average test were performed with the data gathered. Analysis of the data indicated that about 20% of the customers are satisfied with the content, price and design of the newspaper, 61% of the customers said that the topics has to be improvised, 62% of the customers prefer to buy a newspaper very earlier, 29% of the customers feel that the advertisements in the home page are attractive, 46% of the customers are satisfied with the product and 24% are highly satisfied and 77% of the customers said that the product is highly competitive. The comments offered in the open-ended question indicated that most of them are satisfied with the product and suggested to reduce the advertisements that are taking place in the newspaper.

Employees are the most important people for a business. Therefore company has to make timely delivery of the product, attend to the customer complaints and solve them to make the customers satisfied.