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PROJECT REPORT
ON
“STUDY OF CONSUMER SATISFACTION
OF
SPEAK ENGLISH AMERICAN WAY CD
FOR
TERASOFT TECHNOLOGIES, INC
IN AHMEDNAGAR CITY”
SUBMITTED TO
UNIVERSITY OF PUNE
IN PARTIAL FULFILLMENT OF
MASTER IN BUSINESS ADMINISTRATION (MBA)
(PUNE UNIVERSITY)
SUBMITTED BY
HARSHAD BHANDARE S
A project bears the reflection of many helpful minds and it gives me immense pleasure to
express my heartiest gratitude towards them.
I consider it to be the most important aspect to remember the people who have been
instrument in bringing this project to a tree. I would like to extend my sincere thanks to
Mr. Ashutosh Landge, Owner, Terasoft Technologies, Ahmednagar who condescended
an opportunity to do this study. I am extremely thankful to Miss. Poonam Shelke,
Project Manager for her unsparing attention despite her hectic schedule.
I am also thankful to Prof. Manoj Kulkarni as he being my guide furnished me with all
theoretical guidance to execute the study. His immense knowledge & friendly behaviour
always came handy.
It is indeed a moment of great pleasure for me in venturing out this project report to
I.M.S.I wish to convey my deep sense of gratitude to Honorable Dr. S.B.Kolte, Director
General (1MSCDR) & Honorable Prof. M. B Mehta. Director, IMSCDR, Ahmednagar
for their constant encouragement, support & guidance in completion of project.
Last but not least, it would be unjust if 1 don't mention my family members, whose
blessing, motivation & concern persuades me in crossing every difficulty with great
courage & optimism. My heartfelt Thanks to all my dear friends who gave me a hand
outstretched in time of need.
HARSHAD BHANDARE
INDEX
INTERPRETATION
6 RESEARCH FINDINGS 35
7 SUGGESTIONS 38
8 CONCLUSION 39
APPENDIX 40
BIBLIOGRAPHY 44
WEBLIOGRAPHY 45
TABLE INDEX
TABLE PAGE
NO. TABLE NAME NO.
1 Table denoting duration of purchase 15
11(a) Table denoting the satisfaction level regarding qualities of sales executive 30
12(a) Table denoting the consumers who did not recommend CD to others 32
INTRODUCTION
Marketing management is the art & science of choosing target markets and getting,
keeping and growing consumers through creating, delivering & communicating superior
consumer value. The popular image of marketing manager is someone whose task is
primarily to stimulate demand from the company’s products. Kotler on marketing “The
future is not ahead of us it has already happened. Unfortunately, it is unequally
distributed among companies, industries & nation.
Most marketing theory & practice executes on the art of attracting new consumers rather
than on retaining & cultivating existing ones. The emphasis traditionally has been making
sales rather than building relationships; on pre selling & selling rather than caring for
consumer afterwards. A company would be wise to measure consumer satisfaction
regularly because the key to consumer retention is consumer satisfaction.
The aim of the project is to study satisfaction of consumers of “Speak English American
Way CD” In Ahmednagar city. This will help the company in improving products,
services and relationship with consumers.
COMPANY PROFILE
TeraSoft Technologies Inc.
TeraSoft Technologies Inc. Deals in the three technologies.
IT Infrastructure
IT Solution
Web Services
Creating elegant software requires lot more than technology.
IT Infrastructure
TeraSoft believes that the Engineering processes and systems and the policies and
procedures which support them are an integral part of IT Infrastructure and are vital to the
success of any organization
TeraSoft gives best in class IT Infrastructure solutions for your organization to optimize
tour efforts and to maximize the profits.
We are authorized channel partner of DELL for Small and Medium Business Sector. We
are also registered partner of MICROSOFT Co-op. Ltd and CISCO Networking.
IT Solution
TeraSoft believes that IT efficiencies are key to driving profitability. The efficiencies of
the IF function can be a real source of competitive advantage to your firm.
TeraSoft allows you to achieve best in class industry specific process optimization and
innovations, through a combination of intelligent process management, proven transition
methodology and robust execution rigor that exceeds consumer expectations.
IT Solution includes the services such as tailor made software creation and
implementation. We are expertise in creation of HealthCare and Education industry
software’s.
Web Services
TeraSoft believes to win in this competitive world, companies must transform their way
of working to seek and create new opportunities, web services is the best tool to optimize
your operations to reach zones, geographies, cultures.
TeraSoft has track record for doing large scale and complex transactions underscore and
commitment to provide world-class services through continuous process improvements in
a cost effective manner.
We offer fastest turnaround time of 3 hours. That is, we design and deliver your Website
in three hour’s. Web service includes the website designing, web hosting and Domain
registration.
Vision
We want to be a global leader delivering enterprise business management products and
solutions.
Mission
We want to make information technology affordable to our clients through continuous
innovations and total quality management.
Values
Resources
TeraSoft Technologies has continued to be a choice of employee for fresh engineering
graduates. Challenging work on cutting edge technologies, professional work culture,
informal organization and performance rewards, including stock ownership, have
attracted the best talent.
Quality
To TeraSoft Technologies, quality is satisfying consumer’s explicit and implicit
requirements completely. With no less than 100% commitment to Quality, we
measure the tangible benefits to our consumers with the help of a three-dimensional
metric comprising Costs, Time and Resources. We deliver products and solutions at
Affordable Costs, within Committed Time and using Optimal Resources. And effective
processes and elaborate documentation ensure guaranteed results. It is always our
Consumer, who wins!
Management
TeraSoft Technologies uses an onsite-offshore project execution model. While onsite
team handles requirements, analysis and commissioning, offshore team handles design,
implementation and testing. Offshore execution is absolutely transparent to the client.
The model thus offers time as well as cost benefits to the client. TeraSoft Technologies
uses web-enabled tools for project, problem and change tracking, offering complete
insight into project status.
Web
TeraSoft Technologies develops scalable and fail-safe web-based applications using n-tier
(Client, presentation, business logic and database) architecture and component
technologies. TeraSoft Technologies extensively uses HTML/XML/WML/Applets for
client, Servlet/JSP/ASP/C# for presentation, Tomcat/WebLogic for application servers
and SQLServer/Oracle/MySql/MS Access for databases. TeraSoft Technologies also
implements solutions based on web services (Java web services and .NET). TeraSoft
Technologies takes up web enabling of legacy systems.
Corporate Overview:-
Management
Terasoft Technologies uses an onsite – offshore project execution model. While onsite
team handles requirements, analysis and commissioning, offshore team handles design,
implementation and testing. Offshore execution is absolutely transparent to the client.
The model thus offers time as well as cost benefits to the client. Terasoft Technologies
uses web – enabled tools for project, problem and change tracking, offering complete
insight into project status.
Strength:-
Customer Benefit:-
Terasoft Technologies believe that the customer is king and satisfaction is his right.
Terasoft Technologies believe that trust is the best of all relationship.
Terasoft Technologies believe that quality can never be compromised.
PRODUCT PROFILE
Speak English
American Way is developed by English
You can look at a breakdown of each sentence to see exactly where the emphasis should
be placed in pronunciation, if you find a particular section tricky to say simply highlight
it and then practice it until you get it right.
Along the way, you will naturally improve your speaking skills and a series of
comprehension tests will buildup your vocabulary and written expression skills too
Uses TTS technology to develop skill and confidence in your spoken English
Covers the key linguistic areas.
Broadens you vocabulary, grammar, listening and translation skills through a
series of fun, educational exercises.
Developed by English language experts.
System Requirement
Operating System Windows XP, Processor Pentium III above, Windows Media, Sound
Card, Optical Drive, .NET 2.0 Framework.
Copyright
Copyright 2009 TeraSoft Technologies, Inc. All rights reserved. The logo of TeraSoft
Technologies, Inc. and Speak English American Way are trademarks of TeraSoft
Technologies, Inc.
Windows XP, Windows Media Player are registered trademark or trademarks of
Microsoft Corporation in United States and /or other countries, other Product name here
in are for identification purpose only & may be trademark of their respective owners.
License Agreement
None of the components of the Software (including the documentation) shall be copied
removed or altered, in whole or part for any unauthorized use.
You may use the product on any computer configuration, provided the product is used on
only one such computer & by only one user.
You shall not rent, sublicensed or lease the product or documentation or portion thereof
including, but not limited to translation, decompiling, disassembling, or creating
derivative works.
RESEARCH METHODOLOGY
Research Objective
Scope of Study
.
Research Design
TYPES OF DATA USED:
Both Primary and Secondary data were collected and used for the study.
SOURCE OF DATA:
Secondary data: Secondary data was collected from Bill Book of Terasoft
Technologies, Ahmednagar.
Survey Method
RESEARCH INSTRUMENT:
SAMPLING PLAN:
Sample Size:
Every research has some or other limitation. It’s just like the two faces of a
coin. This project too has some limitation. Some of them are:
Q1) When have you purchased the Speak English American Way CD?
Purchase Duration
15 Days 1 Month
2% 9%
2 Month
24%
3 Month
65%
INTERPRETATION:
65% of consumers are using the “SPEAK ENGLISH AMERICAN WAY”
CD from 3 months.
24% of consumers are using the “SPEAK ENGLISH AMERICAN WAY”
CD from 2 months.
9% of the consumers are using to the “SPEAK ENGLISH AMERICAN
WAY” CD from 1 Month.
2% of the consumers are using the “SPEAK ENGLISH AMERICAN
WAY” CD from 15 days.
Q2) From where have you purchased the Speak English American Way CD?
Place of Purchase
Sales
executive COMPANY
5% 2%
LOKMAT
23%
MSCIT
70%
INTERPRETATION :
70% of consumers purchased Speak English American Way CD from MS-
CIT center.
23% of consumers purchased Speak English American Way CD from
Lokmat Education Fair Stall.
5% were persuaded by Sales executives of the company to purchase CD.
2% of the consumers purchased directly from the company’s office.
Q3) What was the objective of purchasing Speak English American Way CD?
Objective of Buying
Objective
Percentage
0 20 40 60 80 100 120
Percentage
INTERPRETATION:
96% of the consumers have purchased the Speak English American Way
CD to improve fluency in English.
79% of the consumers have purchased the Speak English American Way
CD to improve pronunciation.
66% of consumers have intentions of improving grammar while
purchasing. Speak English American Way CD
42% of consumers purchased the Speak English American Way CD to
improve vocabulary.
Ease Of Understanding
NO
22%
YES
78%
YES NO
INTERPRETATION
78% of consumers of Speak English American Way CD find it easy to
understand.
22% of consumers of Speak English American Way CD find it difficult to
understand.
Table No. 4(b) denoting the reasons behind not understanding the CD
Reasons of why CD is not easy
to understand Frequency Percentage
Language is not simple 10 46
Readability, Text Clarity 2 9
Depth of content is not
sufficient. 6 27
Lack of suitable examples. 4 18
Frequency
Lack of suitable
examples.
18% Language is not
simple
46%
Depth of
content is not
sufficient. Readability,
27% Text Clarity
9%
46% of consumers say that Speak English American Way CD is not easy
to understand as the language is not simple.
27% of consumers say that Speak English American Way CD does not
have sufficient depth of content.
18% of consumers say that Speak English American Way CD has lack of
examples.
9% of consumers of Speak English American Way CD say that they faced
inconvenience in Readability, Text Clarity of Speak English American
Way CD.
Q5) Are the topics/chapters in the Speak English American Way CD sufficiently
elaborated?
NO
23%
YES
77%
YES NO
INTERPRETATION
77% consumers of Speak English American Way CD are satisfied with the
depth of content.
23 % consumers of Speak English American Way CD are not satisfied with
the depth of content.
Q6) Rate the important factors while purchasing the English American Way CD
Importance Scale: 1 to 5
5-Extremely Important, 4- Important, 3-Somewhat Important, 2-Not So Important,
1- Not At All Important
Calculations:
The weighted averages for all parameters are calculated as per following formula
Weighted Average= ∑ (Frequency X Weight)
Total Frequency
For example:
Quality = (26 x 5) + (47 x 4) + (27 x 3) + (0 x 2) + (0x1) / 100 = 3.99
Table No. 6(b) denoting the important purchasing factors in terms of weighted average.
Level Of Importance
4 3.99
3.98
Weighted Average
3.96
3.94 3.92
3.92 3.91
3.9
3.88
3.86
Quality Availability Price
Parameters
Level Of Importance
INTERPRETATION:
The consumer has given importance to Quality of the CD having Weighted
Average 3.99, Availability 3.92 and price 3.91.
Q7) What is your opinion about the price of the Speak English American Way CD?
High Price
0% Reasonable
Price
36%
Low Price
64%
INTERPRETATION:
64% of the consumers feel that the CD has more utility than the price.
36% of the consumers feel that the CD has been appropriately priced.
Q8a) Did you face any problem in the installation of the Speak English American
Way CD?
Table No. 8(a) Denoting percentage of consumers who faced installation problems
YES
6%
NO
94%
YES NO
INTERPRETATION
94% of the consumers were satisfied with the ease of installation.
6% of the consumers had issues during installation
Q8b) What problems did you face in the installation of the CD?
Table No. 8(b) denoting the problems faced during installation of CD.
Installlation Problems
lack of utility
software
50%
CD's not reading lack of utility software Not Windows Vista Compatible
INTERPRETATION :
50 % of consumers said that they faced problems during installation due to lack of
utility software in CD like Adobe Reader.
33% of consumers could not install the CD as the CD was not compatible with
windows vista.
17 % consumers said that they faced problems during installation like the CD’s
were not reading.
Q9) Rate the satisfaction levels with respect to Speak English American Way CD?
Calculations:
The weighted averages for all parameters are calculated as per following formula
Weighted Average= ∑ (Frequency X Weight)
Total Frequency
For example: Audio Clarity = (32x5) + (23x4) + (19x3) + (20x2) + (6x1) / 100 = 3.55.
Table No. 9(b) denoting satisfaction levels of CD.
4 3.55 3.44
3.34
3.5
Weighted Average
2.78
3
2.5
2
1.5
1
0.5
0
Audio Clarity Compatibility Availability Depth of Content
Parameters
INTERPRETATION:
The consumers are satisfied with the audio clarity having weighted average 3.55,
availability 3.44, compatibility 3.34 and somewhat satisfied with depth of content
2.78.
Q10) Rate the different chapters of Speak English American Way CD?
Somewhat Very
Chapters Very Satisfied Satisfied Satisfied Dissatisfied Dissatisfied
Intonations 11 16 33 24 16
Word Connection 35 23 29 11 2
Cat, Cought, Cut 14 27 16 35 8
The T 26 22 10 8 34
The EI 12 32 8 20 28
The R 29 27 21 18 5
Tee Aitch 14 22 42 9 13
More Reduced Sounds 18 31 18 9 24
"V" as in Victory 23 27 6 22 22
S or Z 21 25 18 13 23
Long & short Vowels 23 32 15 13 17
Nasal Consonants 23 15 21 29 12
Throaty Consonants 24 21 30 18 7
Calculations:
The weighted averages for all parameters are calculated as per following formula
Weighted Average= ∑ (Frequency X Weight)
Total Frequency
For example:
Intonations = (11 x 5) + (16x 4) + (33x4) + (24x2) + (16x1) / 100 = 3.15
Table No. 10(b) denoting satisfaction levels of various chapters in terms of weighted
average
Level of Satisfaction
Chapters (Weighted Average)
Intonations 2.83
Word Connection 3.78
Cat, Cought, Cut 2.54
The T 2.98
The EI 2.8
The R 3.57
Tee Aitch 3.15
More Reduced Sounds 3.17
"V" as in Victory 3.07
S or Z 3.02
Long & short Vowels 3.31
Nasal Consonants 3.08
Throaty Consonants 3.37
INTERPRETATION:
The consumers are satisfied with Word Connections with Weighted Average 3.78,
The R 3.57, Throaty Consonants 3.37, More Reduced Sounds 3.17, Tee Aitch
3.15, Nasal Consonants 3.08, “V” as in victory 3.07 and S or Z 3.02
The consumers are somewhat satisfied with The T with Weighted Average 2.98,
The EI 2.8, and Cat, Cought, Cut 2.54.
Q11) Rate the satisfaction levels of Qualities of Sales Executive of Speak English
American Way CD?
Table No. 11(a) denoting the satisfaction levels regarding the Qualities of Sales
Executives
Calculations:
The weighted averages for all parameters are calculated as per following formula
Weighted Average= ∑ (Frequency X Weight)
Total Frequency
For example:
Communication Skills = (22x5) + (20x4) + (31x3) + (24x2) + (3x1) / 100 = 3.34
Table No. 11(b) denoting the qualities of sales executive in terms of weighted average.
4 3.77 3.82
3.8
3.51
Weighted 3.6 3.34
Average 3.4
3.2
3
Weighted Average
Parameters
INTERPRETATION:
The consumers of Speak English American Way CD are satisfied with convincing
skills of sales executive with weighted average 3.82, attitude of sales executive
3.77, product knowledge 3.51 and communication skill 3.34.
Q12a) Have you recommended Speak English American Way CD to others?
Table No. 12(a) denoting the % of consumers who did and who did not recommend the CD to
others.
Recommendation
No
11%
Yes
89%
Yes No
INTERPRETATION
Q12b) What are the main reasons for not recommending the “Speak English American Way
CD” to others?
Table No. 12(b) denoting the reasons for not recommending CD to others
Lack of content
depth
27%
Not compatible
with windows
vista Lack of
55% sufficient
examples
18%
Lack of content depth Lack of sufficient examples
Not compatible with windows vista
INTERPRETATION:
55% consumers say that they will not recommend Speak English American Way
CD to others as CD is not compatible with Windows Vista.
27% consumers say that they will not recommend CD due to lack of content
depth.
18% percent consumers say that they will not recommend CD to others due to
lack of sufficient examples.
Out of total 100 consumers 62 responded to this question and 38 did not respond.
Table No. 13 denoting Suggestions/Remarks
Suggestions
RESEARCH FINDINGS
Findings
65% of consumers are using the “Speak English American Way” CD from
3 months, 24% of consumers are using it from 2 months, 9 % of
consumers are using CD from 1 month and 2% are using CD from 15
days.
96% of the consumers have purchased the Speak English American Way
CD to improve fluency in English, 79% to improve pronunciation, 66% to
improve grammar and 42% to improve vocabulary.
46% of consumers say that Speak English American Way CD is not easy
to understand as the language is not simple, 27% of consumers say that
CD does not have sufficient depth of content, 18% of consumers say that
CD lacks examples, 9% of consumers say that they faced inconvenience in
Readability, Text Clarity.
77% consumers of Speak English American Way CD are satisfied with the
depth of content, 23 % consumers are not satisfied with the depth of
content.
64% of the consumers feel that the CD has more utility than the price and
36% of the consumers feel that the CD has been appropriately priced.
94% of the consumers were satisfied with the ease of installation and 6%
of the consumers had issues during installation.
The consumers are satisfied with the audio clarity having weighted
average 3.55, availability 3.44, compatibility 3.34 and somewhat satisfied
with depth of content 2.78.
55% consumers say that they will not recommend Speak English
American Way CD to others as CD is not compatible with Windows Vista,
27% consumers say that they will not recommend CD due to lack of
content depth,18% percent consumers say that they will not recommend
CD to others due to lack of sufficient examples.
27% of consumers feel that the learning process should start from basic
alphabets, 23% of consumers say that the “Speak English American Way”
CD should be made windows Vista compatible, 19% of consumers say
that the CD should be VCD Player Compatible, 18% of consumers say
that more examples should be included, 13% of consumers say that use of
Graphics, Video Clips, and Charts should be done.
SUGGESTIONS
Suggestions
The company should focus on improving the content quality of the Speak English
American Way CD
The use of more & more examples, graphics, visual effects, graphics, charts,
video clips can be done to improve the learning process.
The Company should focus more on Directing Selling through Sales Executives.
The Company should increase the number of retail outlets so that the “Speak
English American Way” CD is easily available in the market.
CONCLUSION
Conclusion
Both Primary and Secondary data were collected and used for the
study. Primary data was collected from consumers of “Speak English American Way”
CD. Secondary data was collected from Bill Book of Terasoft Technologies, Ahmednagar.
Survey Method was used for Data Collection. Questionnaire is used as Research
Instrument. Questionnaire consists of open ended and closed ended questions. .
Population includes consumers of “Speak English American Way” CD in Ahmednagar
city. Random Sampling method was used. A sample size of 100 consumers of “Speak
English American Way CD” was selected. The survey was conducted within the limits of
Ahmednagar city.
Q1) When have you purchased the Speak English American Way CD?
1) 15 Days
2) 1 Month
3) 2 Months
4) 3 Months
Q2) From where have you purchased the Speak English American Way CD?
1) MSCIT Centre
2) Lokmat Education Fair Stall
3) Sales Executive
4) Company
Q3) What was the main objective of purchasing Speak English American Way CD?
1) Improving vocabulary
2) Improving grammar
3) Improving pronunciation
4) Improving fluency in English
1) Yes
2) No
If No Specify Why? --------------------------------------------------------------------------
-----------------------------------------------------------------------------------------------------------
-
Q5) Are the topics/chapters in the Speak English American Way CD sufficiently
elaborated?
1) Yes
2) No
Q6) Rate the important factors while purchasing the Speak English American Way CD
Q7) What is your opinion about the price of the Speak English American Way CD?
1) High Price
2) Reasonable Price
3) Low Price
Q8) Did you face any problem in installation of the Speak English American Way CD?
1) None
2) Yes
If Yes Specify----------------------------------------------------------------------------
Q9) Rate the satisfaction levels with respect to Speak English American Way CD?
Very Somewhat Dissatisfied Very
Satisfied Satisfied Satisfied Dissatisfied
Audio Clarity
Compatibility
Availability
Depth Of
Content
Q10) Rate the different chapters of Speak English American Way CD?
Q11) Rate the satisfaction levels of Qualities of Sales Executive of Speak English
American Way CD?
Convincing
Skills
1) Yes
2) No
If No Why? Please Specify--------------------------------------------------------------
PERSONAL DETAILS:
Name: --------------------------------------------------------------------------------------------------
Age: ----------------------------
Occupation/Course: -----------------------------------------------------------------------------------
Address: ------------------------------------------------------------------------------------------------
Sign: ----------------------------
Bibliography
www.managementparadise.com
www.scribd.com
www.terasoft.in