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A

PROJECT REPORT
ON
A STUDY OF CUSTOMER SATISFACTION WITH
REFERENCE TO JEET HOMES PVT. LTD
SUBMITED BY:
ABHISHEK RANJAN
UNDER GUIDANCE OF
PROF. ABHIJEET CHAVAN

SUBMITED TO:
SAVITRIBAI PHULE PUNE UNIVERSITY
IN PARTIAL FULFILLMENT
OF
BACHELOR OF BUSINESS ADMINISTRATION

BATCH: 2013 2016

COMPANY CERTIFICATE

ACKNOWLEDGEMENT

I express great pleasure in introducing my project entitled Study of an consumer


satisfaction towards real estate is a successful outcome of co-operation of many entities.
This platform, where I would like to express my gratitude to all those, who were directly or
indirectly involved in completion of this study. I take this opportunity to express my most
sincere and heartfelt gratitude to Mr. Jitendra Kumar Sinha company manager, for
providing me a wonderful opportunity to execute this project in their esteemed organization
and for patiently mentoring and guiding me throughout the project.

This project not have been successful without the precious guidance of our Head of
Department Prof. Prashant kalsheti & my project guide Mr. Abhijeet Chavan, with their
support and. I express my sincere gratitude to them and all those who have helped me directly
and indirectly.

ABHISHEK RANJAN
BBA

DECLARATION

I Abhishek Ranjan declare that the project report entitled STUDY OF CUSTOMER
SATISFACTION OF JEET HOMES PVT.LTD. Submitted to INDIRA COLLEGE OF
COMMERCE AND SCIENCE Is a record of original piece of work done by me under the
guidance and supervision of MR. ABHIJEET CHAVAN. The project has been submitted in
partial fulfillment of the Requirement of bachelor of business administration affiliated to
The UNIVERSITY OF PUNE. The result embodied in this report have not been submitted
to Any other university or institute for the award of any degree or Diploma.

ABHISHEK RANJAN
BBA

INDEX

Sr. No.
1.

2.
3.
4.
5.
6.
7.
8.
9.

CONTENTS
Introduction
Industry Profile
Company Profile
Objective & Scope
Research & Methodology
Data analysis & Interpretation
Observation & Findings
Conclusion
Recommendation

Page No.
1
7
12
16
19
28
42
45
47

LIST OF TABLES
Sr. No.
1.

Table No.
Table 6.1

TITLE OF TABLE

Page No.
29

2.

Table 6.2

30

3.

Table 6.3

31

4.

Table 6.4

32

5.

Table 6.5

33

6.

Table 6.6

34

7.

Table 6.7

35

8.

Table 6.8

36

9.

Table 6.9

37

10.

Table 6.10

38

11.

Table 6.11

39

12.

Table 6.12

40

13.

Table 6.13

41

LIST OF GRAPHS

Sr. No.

Fig No.

1.

Graph 6.1

29

2.

Graph 6.2

30

3.

Graph 6.3

31

4.

Graph 6.4

32

5.

Graph 6.5

33

6.

Graph 6.6

34

7.

Graph 6.7

35

8.

Graph 6.8

36

9.

Graph 6.9

37

10.
11.

Graph 6.10

38

Graph 6.11

39

Graph 6.12

40

Graph 6.13

41

12.
13.

TITLE OF FIGURE

Page No.

CHAPTER-I
INTRODUCTION

1.1 INTRODUCTION

Customer satisfaction is a term frequently used in marketing. While it's often abbreviated as
CSAT, it is more correct to abbreviate it as CSat. It is a measure of how products and services
supplied by a company meet or surpass customer expectation. Customer satisfaction is defined
as "the number of customers, or percentage of total customers, whose reported experience
with a firm, its products, or its services (ratings) exceeds specified satisfaction goals."[1] In a
survey of nearly 200 senior marketing managers, 71 percent responded that they found a
customer satisfaction metric very useful in managing and monitoring their businesses.[1]
It is seen as a key performance indicator within business and is often part of a Balanced
Scorecard. In a competitive marketplace where businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a key element of
business strategy.[2]
"Within organizations, customer satisfaction ratings can have powerful effects. They focus
employees on the importance of fulfilling customers' expectations. Furthermore, when these
ratings dip, they warn of problems that can affect sales and profitability.... These metrics
quantify an important dynamic. When a brand has loyal customers, it gains positive word-ofmouth marketing, which is both free and highly effective."[1]
Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able
do this, firms need reliable and representative measures of satisfaction.
"In researching satisfaction, firms generally ask customers whether their product or service
has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction.
When customers have high expectations and the reality falls short, they will be disappointed
and will likely rate their experience as less than satisfying. For this reason, a luxury resort, for
example, might receive a lower satisfaction rating than a budget moteleven though its
facilities and service would be deemed superior in 'absolute' terms."[1]

The importance of customer satisfaction diminishes when a firm has increased bargaining
power. For example, cell phone plan providers, such as AT&T and Verizon, participate in an
industry that is an oligopoly, where only a few suppliers of a certain product or service exist.
As such, many cell phone plan contracts have a lot of fine print with provisions that they
would never get away if there were, say, 100 cell phone plan providers, because customer
satisfaction would be far too low, and customers would easily have the option of leaving for a
better contract offer.
2

Purpose

A business ideally is continually seeking feedback to improve customer satisfaction.


"Customer satisfaction provides a leading indicator of consumer purchase intentions and
loyalty." [1] "Customer satisfaction data are among the most frequently collected indicators of
market perceptions. Their principal use is twofold:" [1]
1. "Within organizations, the collection, analysis and dissemination of these data send a
message about the importance of tending to customers and ensuring that they have a
positive experience with the company's goods and services."[1]
2. "Although sales or market share can indicate how well a firm is performing currently,
satisfaction is perhaps the best indicator of how likely it is that the firms customers
will make further purchases in the future. Much research has focused on the
relationship between customer satisfaction and retention. Studies indicate that the
ramifications of satisfaction are most strongly realized at the extremes."

Theoretical Ground
"In literature antecedents of satisfaction are studied from different aspects. The considerations
extend from psychological to physical and from normative to positive aspects. However, in
most of the cases the consideration is focused on two basic constructs as customers
expectations prior to purchase or use of a product and his relative perception of the
performance of that product after using it.
Expectations of a customer on a product tell us his anticipated performance for that product.
As it is suggested in the literature, consumers may have various "types" of expectations when
forming opinions about a product's anticipated performance. For example, four types of
expectations are identified by Miller (1977): ideal, expected, minimum tolerable, and
desirable. While, Day (1977) indicated among expectations, the ones that are about the costs,
the product nature, the efforts in obtaining benefits and lastly expectations of social values.
Perceived product performance is considered as an important construct due to its ability to
allow making comparisons with the expectations.
It is considered that customers judge products on a limited set of norms and attributes.
Olshavsky and Miller (1972) and Olson and Dover (1976) designed their researches as to
manipulate actual product performance, and their aim was to find out how perceived
performance ratings were influenced by expectations. These studies took out the discussions
about explaining the differences between expectations and perceived performance."

The Disconfirmation Model


"The Disconfirmation Model is based on the comparison of customers [expectations] and
their [perceived performance] ratings. Specifically, an individuals expectations are confirmed
when a product performs as expected. It is negatively confirmed when a product performs
more poorly than expected. The disconfirmation is positive when a product performs over the
expectations(Churchill & Suprenant 1982). There are four constructs to describe the
traditional disconfirmation paradigm mentioned as expectations, performance, disconfirmation
and satisfaction." [3] "Satisfaction is considered as an outcome of purchase and use, resulting
from the buyers comparison of expected rewards and incurred costs of the purchase in
relation to the anticipated consequences. In operation, satisfaction is somehow similar to
attitude as it can be evaluated as the sum of satisfactions with some features of product." [3] "In
the literature, cognitive and affective models of satisfaction are also developed and considered
as alternatives(Pfaff, 1977). Churchill and Suprenant in 1982, evaluated various studies in the
literature and formed an overview of Disconfirmation process in the following figure:"
4

Methodologies
American Customer Satisfaction Index (ACSI) is a scientific standard of customer satisfaction. Academic
research has shown that the national ACSI score is a strong predictor ofGross Domestic Product (GDP)
growth, and an even stronger predictor of Personal Consumption Expenditure (PCE) growth.[17] On
the microeconomic level, academic studies have shown that ACSI data is related to a firm's financial
performance in terms of return on investment (ROI), sales, long-term firm value (Tobin's q), cash flow, cash
flow volatility,human capital performance, portfolio returns, debt financing, risk, and consumer spending.[18]
[19]

Increasing ACSI scores has been shown to predict loyalty, word-of-mouth recommendations, and

purchase behavior. The ACSI measures customer satisfaction annually for more than 200 companies in 43
industries and 10 economic sectors. In addition to quarterly reports, the ACSI methodology can be applied
to private sector companies and government agencies in order to improve loyalty and purchase intent.
ASCI scores have also been calculated by independent researchers, for example, for the mobile phones

[20]

sector,[21] higher education,[22] and electronic mail.[23]


The Kano model is a theory of product development and customer satisfaction developed in the 1980s by
Professor Noriaki Kano that classifies customer preferences into five categories: Attractive, OneDimensional, Must-Be, Indifferent, Reverse. The Kano model offers some insight into the product attributes
which are perceived to be important to customers.

SERVQUAL or RATER is a service-quality framework that has been incorporated into customersatisfaction surveys (e.g., the revised Norwegian Customer Satisfaction Barometer [24]) to indicate the gap
between customer expectations and experience.
J.D. Power and Associates provides another measure of customer satisfaction, known for its top-box
approach and automotive industry rankings. J.D. Power and Associates' marketing research consists
primarily of consumer surveys and is publicly known for the value of its product awards.
Other research and consulting firms have customer satisfaction solutions as well. These include A.T.
Kearney's Customer Satisfaction Audit process,[25] which incorporates the Stages of Excellence framework
and which helps define a companys status against eight critically identified dimensions.
For B2B customer satisfaction surveys, where there is a small customer base, a high response rate to the
survey is desirable.[26] The American Customer Satisfaction Index(2012) found that response rates for paperbased surveys were around 10% and the response rates for e-surveys (web, wap and e-mail) were averaging
between 5% and 15% - which can only provide a straw poll of the customers' opinions.
In the European Union member states, many methods for measuring impact and satisfaction of egovernment services are in use, which the eGovMoNet project sought to compare and harmonize.[2
5

According to JEET HOMES SOLUTION PVT. LTD.


A customer is the most important visitor on our premise
He is not dependent on us,
We are dependent on him,
He is not an interruption on our work,
He is the purpose of it.
He is not an outsider on our business,
He is part of it.
We are not doing him a favor serving him,
He is doing us a favor by giving us the
Opportunity to do so
How you communicate
Your words 7%
Your voice 35%

Your body language 58%


Moments of truth
Expectation---------------satisfaction---------------------reality
If you get what you expected
Expectation---------------dissatisfaction----------------reality
If you get less than you expected
Expectation---------------delight--------------------------reality
If you get more than you expected
When customers dont complain they go somewhere else.
Customers dont complain. They pass on their dissatisfaction to their
colleagues, family , greengrocer, suppliers , consultants, managers ,
sports club, grandparents, neighbours, director, to you.

CHAPTER-II
INDUSTRY PROFILE

2.1 INDUSTRY PROFILE


The real estate sector is one of the most globally recognised sectors. In India, real estate is the
second largest employer after agriculture and is slated to grow at 30 per cent over the next
decade.
The Indian real estate market has become one of the most preferred destinations in the Asia
Pacific1 as overseas funds accounted for more than 50 per cent of all investment activity in
India in 2014, compared with just 26 per cent in 2013.
The real estate sector comprises four sub sectors - housing, retail, hospitality, and commercial.

The growth of this sector is well complemented by the growth of the corporate environment
and the demand for office space as well as urban and semi-urban accommodations.
The construction industry ranks third among the 14 major sectors in terms of direct, indirect
and induced effects in all sectors of the economy.
It is also expected that this sector will incur more non-resident Indian (NRI) investments in
both the short term and the long term. Bengaluru is expected to be the most favoured property
investment destination for NRIs, followed by Ahmedabad, Pune, Chennai, Goa, Delhi and
Dehradun.
Companies in this industry buy, rent, or lease real
estate, manage residential,
commercial, and industrial properties, and provide other real estate related services,
including appraisals. Major companies include CBRE Group, Host Hotels & Resorts,
Realogy, and Simon Property Group (all based in the US), as well as Finatis (France),
Mitsui Fudosan (Japan), Savills (UK), and Westfield Holdings (Australia).
Worldwide, real estate markets have improved around the world in recent years as
many economies recover from the global financial crisis. Indeed, commercial real
estate prices in 2015 approached record levels in cities around the world. The
valuations of office buildings sold in London, Hong Kong, Osaka, and Chicago hit
record highs in 2015, on a price-per-square foot basis, and reached post-2009 highs in
New York, Los Angeles, Berlin, and Sydney, according to industry tracker Real
Capital Analytics.
The US real estate industry includes about 295,000 companies with combined annual revenue
of about $345 billion. The real estate sector is one of the most globally recognised sectors. In
India, real estate is the second largest employer after agriculture and is slated to grow at 30 per
cent over the next decade.
8
The Indian real estate market has become one of the most preferred destinations in the Asia
Pacific1 as overseas funds accounted for more than 50 per cent of all investment activity in
India in 2014, compared with just 26 per cent in 2013.
The real estate sector comprises four sub sectors - housing, retail, hospitality, and commercial.
The growth of this sector is well complemented by the growth of the corporate environment
and the demand for office space as well as urban and semi-urban accommodations.
The construction industry ranks third among the 14 major sectors in terms of direct, indirect
and induced effects in all sectors of the economy.
It is also expected that this sector will incur more non-resident Indian (NRI) investments in
both the short term and the long term. Bengaluru is expected to be the most favoured property

investment destination for NRIs, followed by Ahmedabad, Pune, Chennai, Goa, Delhi and
Dehradun.

India Growth Story


Today, India is one of the fastest growing economies of the world.
Exxpected to be the 3rd largest economy by 2025& the largest economy
by 2050.
70% of the future employment opportunities will be created in the cities.
India needs Rs.60000 cr. In the next twenty years to meet its infrastructural needs of
approx. 68 cities that will have above 1 million population.

Needs Holistic development with emphasis on construction & real estate sector.

9
The real estate sector will be the one that writes the Indian growth story

Stand Point
Real estate sector is the 2nd highest in the employment generation
Contributes almost 5% to Indian GDP which is expected to be 6% in coming years
Increase in residential & commercial real estate, hotel accommodation & SEZ
demand.
IT/ITES sector & rising outsourcing trends have driven up demand for premium
offices.
Rapid growth in retail, hospitality, infrastructure makes it most lucrative investment
area for next 5 to 10 years.
It contributes to countrys infrastructure by buildings, roads, flyovers, highways etc.
Overall it can be concluded that a unit increase in real estate sector can generate a
fivefold increase in national income.

Residential Real Estate


Trading mainstay of Indian property maker largely driven by rising disposable incomes,
growing middle class, fall in interest rates, fiscal incentives, increase in nuclear families &
urbanization.
There will be a shortfall of 2.6 cr. housing units by 2012.
It is anticipated that India will add another 22 Cr. People to cities by 2025 which is going
to increase the demand- supply gap in housing sector.
As a result of immense growth potential in housing, many retail investors are viewing real
estate as an attractive investment option compared to mutual fund & stocks.
The global recession in 2008 has slowed down the growth in housing market.

Govt. Policies, Regulations & Restrictions


Domestic Scenario:
Govt. of India has realized the significance of real estate sector & has given some
relaxation of the norms & regulations keeping in view of
-Employment Generation
-Tax Revenue
-Encouraging investment
10

In addition to changing the tax tariffs, it has also setup some regulatory bodies.
Some of the key policy decisions taken by govt. of India are
Indirect tax- World Contract Tax (VAT)
Activities like Construction commercial & residential complexes & renting
immovable land are brought under this tax.
Stamp Duty
Sale of flats attract Stamp Duty up to 10% of the sale consideration.

Policy Initiatives by the Govt.


Land Acquisition, Rehabilitations & Resettlement bill (20II)

Aimed at giving farmers better deal while helping fast track


indusrtrialization.
Model Real estate (Regulation & Development Act)
Seeks to regulate realty sector by casting detailed obligation & duties on the builders
to bring transparency.
National Real Estate Development Council (NREDCO)
Based on computerization, updating & maintenance of land records & the validation
of titles.
Direct Tax Code
The income from all properties held for earning rentals shall be computed under the
head income from house property.

Major Players

DLF LTD.
JP INFRATECH LTD.
OBEROI REALITY
ANSAL PROPERTIES & INFRASTRUCTURE LTD.
UNITECH
MERLIN GROUP
GODREZ PROPERTIES
ROYAL CITY

11

CHAPTER-III
COMPANY PROFILE

3.1COMPANY PROFILE

Name of the company


JEET HOMES SOLUTIONS PVT. LTD.
OFFICE Add: Head office 1st floor RAJ Complex, Parao,Vns-221008 (U.P)
E-mail: info@jeethomesolutions.com
Web: www.jeethomesolution.com
Business description
We provide JEET Home Solutions Pvt. Ltd, established in October, 2010 is a
Varanasi based real estate developer into housing and commercial
projects. It is developing a strong reputation as the premiere real estate in
Varanasi. Township JEET Rivera is the outcome of the flawless efforts put
in by JEET Home Solutions Pvt. Ltd. The township has currently running 4
projects and lot more to come in residential as well as commercial projects.
JEET HOMES ISO 9001:2008 standard company to emerge as leading
serves globally.
It is to create something new and unique for its residents to make them
feel very good. Situated at the city boundaries, it justifies its name as it
has lavish view of River Ganges with greenery spread all around. The
luxuries and comforts provided are just to give a feel of paradise. The
project is designed with an idea of segregation of private and public areas.
The designed has been done to assure maximum uses of space and at the
same time it offers complete privacy to the residents. The focus has been
on the functionally, services, aesthetics, climates, ventilation etc. project

gives you enough space to enjoy life to the fullest and to share happiness
with near and dear ones.
13

Established
Oct. 10, 2010, as a PVT. LTD. Company

Team/Manpower:
Mr. L.P Sinha - M.D
Mr. JITENDRA KUMAR Director
Mrs. Sanjulika Sinha Chairman

Mr. Lallan Prasad Sinha

Managing director of "Jeet Home Solutions Pvt. Ltd." and Cheif


Trustee of Mata Vaishnav Trust, Varanasi Present President of NFS India, Varanasi.
14

Jitendra Kumar "JEET"


Director of "Jeet Home Solutions Pvt. Ltd." and Founder of Mata Vaishnav Trust, Computer
Engineer, MIT Pune (Maharashtra)

VISION:
Jeet Home Solutions Pvt. Ltd. is a great visionary that has envisioned excellence in all its
projects. The group is committed to take India to the world by creating completely different and
environmentally sustainable project to ensure a delightful , beautiful and wholesome lifestyle to its
valued customer. JEET Home ISO 9001:2000 standard company to emerge as leading serves
globally.

MISSION:
To provide the finest real estate services in the region based on the highest standard of ethics,
values and client care. In so doing, we will earn the loyalty and trust of the buyers who will
become our life long clients and friends. Our success will always be measured by the happiness
and the loyalty of our clients. To develop quality residential & Commercial properties with high
standards at affordable prices and achieve customer satisfaction.

15

CHAPTER-IV
OBJECTIVES & SCOPE

4.1 OBJECTIVES
To know the consumer views about the services provided by JEET HOME
SOLUTION PVT.LTD.
To satisfy customer needs, to improve our services.
To study, whether the customers are satisfied with their services.
To know whether real estate companies are providing services as needed by the
customer.
To get feedbacks from customer about product & services of JEET HOME
SOLUTIONS PVT.LTD.
To know the degree of importance of various factors which people consider while
purchasing a house.
To know price impact on product purchase.

17

4.2 SCOPE OF THE PROJECT


Scope of the study is very vast it can be summarized under the following point

The main scope of this study is to ascertain the various methods to increase the sales
and distribution activities of the concern.

Through this study, organization can know its position in the market and take
necessary steps to increase the market of the with respect to its main competitor.

The methods include regular information to the buyers creating a brand position; one
of the important aspects of this study is to increase the market segment for the product.

The study report can be used by competitor of this field to make improvements &
incorporate changes to grow & diversify in the sector.

18

CHAPTER-V
RESEARCH METHODOLOGY

5.1 TYPES OF RESEARCH


Type of research
The purpose of research is to discover answers to questions through the application of
scientific procedures. The main aim of research is to find out the truth which is hidden and
which has not been discovered as yet.

Types of research:
Descriptive research:
This research refers to research that provide an accurate portrayal of characteristics of a
particular individual, situation or groups.

Applied research:
used to find This research refers to scientific study and research that seeks to solve practical
problems. It is solutions to everyday problems, cure illness and develop innovative
technologies, rather than to acquire knowledge for knowledges sake.

Experimental research:
It is an objective, systematic, controlled investigation for the purpose of predicting and
controlling phenomena and examining probability and causality among selected variables.

Historical research:
It is research involving analysis of events that occurred in the remote or recent past.

Qualitative research:
It is research dealing with phenomena that are difficult or impossible to quantify
mathematically, such as beliefs, meanings, attributes and symbols.

20

Quantitative research:
It refers to systematic empirical investigation of any phenomena via statistical mathematical or
computational techniques. The objective of this research is to develop and employ
mathematical models, theories and hypothesis pertaining to phenomena.

For this research descriptive type of research is used.

21

5.2 Sampling
Sample Size: 30
(i) Type of universe: The first step in developing any sample design is to clearly define
the set of objects, technically called the Universe, to be studied. The universe can be finite or
infinite. In finite universe the number of items is certain, but in case of an infinite universe the
number of items is infinite, i.e., we cannot have any idea about the total number of items. The
population of a city, the number of workers in a factory and the like are examples of finite
universes, whereas the number of stars in the sky, listeners of a specific radio programme,
throwing of a dice etc. are examples of infinite universes.

(ii) Sampling unit: A decision has to be taken concerning a sampling unit before selecting
sample. Sampling unit may be a geographical one such as state, district, village, etc., or a
construction unit such as house, flat, etc., or it may be a social unit such as family, club,
school, etc., or it may be an individual. The researcher will have to decide one or more of such
units that he has to select for his study.
(iii) Source list: It is also known as sampling frame from which sample is to be drawn. It
contains the names of all items of a universe (in case of finite universe only). If source list is
not available, researcher has to prepare it. Such a list should be comprehensive, correct,
reliable and appropriate. It is extremely important for the source list to be as representative of
the population as possible.

(iv) Size of sample: This refers to the number of items to be selected from the universe to
constitute a sample. This a major problem before a researcher. The size of sample should
neither be excessively large, nor too small. It should be optimum. An optimum sample is one
which fulfills the requirements of efficiency, representativeness, reliability and flexibility.

22

Types of sampling
There are two types of sampling.
Sampling procedure is categorized into two broad categories.
a
b

Probability sampling
Non-probability sampling

A Probability sampling:
This procedure provide buyers free method of selecting sample unit as it depends on chance
rather than judgment.
This procedure is based on mathematical decision which leaves no discretion to researcher.

Types of probability sampling:


Simple random sampling :
It is the simplest type of probability sampling. The most fundamental feature of this is
that each sample elementhas known and equal chance of being selected. This sample is
drawn randomly from the sample frame. It is used only when population under the
study is very small.

Stratified sampling:
In this sampling procedure the population under study is divided into certain groups
known as strata. Then from each stratum an appropriate sample is drawn randomly.

Number of strata depends on degree of heterogen city in the population under study.
The higher the degree of heterogen city, the number of strata will be high.

23

Systematic sampling:
In this procedure a specified system or pattern is followed to draw a sample.

Cluster sampling:
It is also known as block sampling. In the sample methods discussed above the
elements of sample are selected individually.

Area sampling:
It is also a form of specified stratified sampling procedure. Area sampling is actually
the sample of areas.

B Non - probability sampling:


Non-probability sampling is that sampling procedure which does not afford any basis for estimating the
probability that each item in the population has of being included in the sample. Non-probability
sampling is also known by different names such as deliberate Sampling, purposive sampling and
judgment sampling.

Types of Non - probability sampling:


Convenience sampling:
It is relying on available subjects and in this method researcher does not have any
control over the representativeness of sample.

Judgmental sampling:
A purposive or judgmental sample is one that is selected on the basis of knowledge of
population and the purpose of study.

24

Snow ball judgmental sampling:


This sample is appropriate to use in research when the members of population are
difficult to locate. Such as homeless individuals, migrate workers or undocumented
emigrants. In this method researcher collect data on the few members of the target
population which he / she can locate. Then ask those individuals to provide the
information needed to locate other members of the population.

Quota sampling:
In this method items or units are selected into a sample on the basis of pre-specified
characteristics so that the total sample has the same distribution of characteristics
assumed to exist in the population.
For this research Non-probability sampling method is used.

25

5.3 DATA COLLECTION


Data Collection
The research is carried out with both the information sources i.e. primary and secondary data
collection. Research is done by collecting the primary data from the builders who are the main
part of the research.

Primary research:
Primary data can be collected by using experiments, surveys, questionnaires, interviews,
and observations.
In this research questionnaire is prepared then the questionnaires are filled by 30 related
respondents.

Secondary research:
Secondary data comes from resources that have already been published.
Secondary data, is data collected by someone other than the user. Secondary data is collected by
referring the other research which are already done by others. And the information is collected
through such research and magazines, newspapers, internet, books, encyclopedia etc. in this
research secondary data is collected through internet and by referring the magazines.

26

5.4 LIMITATIONS

It was difficult to get the details from the institutes for the survey.
I faced trust issues from the institutes because they didnt wanted to give their private

details like fee structure, student strength, teacher strength, etc.


It was a time consuming process.

27

CHAPTER -VI
DATA ANALYSIS & INTERPRETATION

6.1 DATA ANALYSIS & INTERPRETATION

Ques-02 Overall, how satisfied are with the service provided?

Very satisfied
Not satisfied

Satisfied

OUT OF 30

category
Very satisfied
Satisfied
Not satisfied

12
13
05

Table 6.1:

Overall, how satisfied are with the service provided?


14
12
10
8
6
4
2
0

Graph 6.1:

very satisfied

satisfied

not satisfied

Interpretation: Out of 30 customers we surveyed 13 are satisfies, 12 are very satisfied & 05 are
not satisfied.

29
QUES-03 Would you recommend us to others?

Yes

No

recommendation

No. of
responde
nt
24
06

yes
no
Table 6.2:

would you recommend us to others?

yes

no

Graph 6.2:
Interpretation: Among 30 we surveyed that 24 recommend us to others & 6
are not.

30
Ques-05 What was your overall real estate experience?

Excellent
Fair

Good
Negative

category

Out of 30
11
9
6
4

Excellent
Good
Fair
Negative
Table 6.3:

What was your overall real estate experience?


12
10
8
6
4
2
0

excellent

fair

good

negative

Graph 6.3:
Interpretation: Out of 30 customer we surveyed that number of excellent giving customer are
More & negative giving customer are only 4.

31
Ques-06 Was your agent courteous & professional?

Yes

No

No. of
respondents
27
03

yes
no
Table 6.4:

agent courteous & proffesional?


10%
yes
no

90%

Graph 6.4:
Interpretation: Among 30 customers we surveyed that 90% agent of our company are
courteous & professional & 10% are not.

32
Ques-07 What did you like about agent?
Way of talking
Friendly nature

offers given by agent


mobile friendly

feature
Way of talking
Offers given by agent
Friendly nature
Mobile friendly

Out of 30
07
09
05
09

Table 6.5:

What did you like about agent?


mobile friendly

friendly nature

offers given by agent

way of talking
0

10

Graph 6.5:
Interpretation: Out of 30 customers we surveyed that way of talking & mobile friendly
Nature of the agent of the company got more points than the other two

feature.

33
Ques-08 If you visited our website, what did you like about it?
(a) Free trail

(c) customer support

(e) mobile friendliness

(b) price for recommended option


(d) quality of site
(f) email marketing

category
Free trail
Price for recommended option
Customer support
Quality of site
Mobile friendliness
Email marketing
TOTAL

Out of 30
07
05
06
05
03
04
30

Table 6.6:

Chart Title
10
8
6
4
2
0

Graph 6.6:

Interpretation: Among all the 30 customers we surveyed that free trail feature was more liked
by the customers & email marketing less liked on the website of our company.

34
Ques-09 Age of respondent (in year)

(a) 20-30
(b) 31-36
(c) 37-45

(d) 46-54
(e) 55 >

Age of respondent
20-30
31-36
37-45
46-54
55 >

NO. OF respondent
04
10
07
04
05

Table 6.7:

age of respondent?

10
7
4

20-30

31-36

37-45

46-54

55 >

Graph 6.7:
Interpretation: Out of 30 respondents we surveyed that maximum respondents are of

Age 31-36.

35
Ques-10 Occupation of respondent(a) Service
(b) Household
(c) Other

Occupation of respondents
service
household
doctor
business
other
TOTAL

(d) business
(e) doctor

No. of respondents
06
04
03
12
05
30

Table 6.8:

Occupation14
12
10
8
6
4
2
0

service

Graph 6.8:

household

doctor

business

other

Interpretation: Among all 30 respondents we surveyed that maximum respondents


Are doing business.

36
Ques-11 Have you already purchased apartment?
Yes

No
No. of
respondents
25
05

yes
no
Table 6.9:

have you already purchased apartment


17%
yes
no

83%

Graph 6.9:
Interpretation: Out of 30 respondents we surveyed that 83% respondents already have
its own apartment & 13% have not.

37
Ques-12 What investor never want from builder side?

A. Late possession

B. Low quality

C. Rate revised

D. A & B Both

Table 6.10:

Graph 6.10:
Interpretation :-

Low quality and late possession is the biggest problem faced by the investor from builder side
and the never want these two things most.

38

Ques-13 How did you find out about our service?


(a) Online

(d) newspaper

(b) Shop window

(e) other

(c) Salesperson recommended property

category
online
Shop window
Salesperson recommended property
newspaper
other
TOTAL
Table 6.11:

No. of respondents
11
02
08
05
04
30

How did you fi nd out our service?


other
newspaper
salesperson recommende property
shop window
online
0

10

12

Graph 6.11:

Interpretation: Among all the 30 respondents we surveyed that maximum no. of respondents
find out about the company through online.

39
Ques-14 Problem faced in payment?
A. Late demand letter
C. High interest rate
Table 6.12:

B. Adjustment in black or white money


D. Cash

Graph 6.11:
Interpretation :High interest rate on the late payment is the biggest problem in the payment made by the
investor.

40

Ques-15 Rank following real estate players on basis of their online presence on scale of 1-5,
Where 1= top & 5= bottom rank.
Rank
Real estate company

RUDRA
JEET HOMES
ROHAN
KUMAR
VINAYAK
Table 6.13

10
14
9
11
8

8
6
12
8
10

9
3
3
7
7

2
3
3
2
3

1
4
3
2
2

Chart Title
16
Rank following features of real estate players on basis of their online
14
presence on scale of 1-5, where 1=top rank & 5= bottom rank.
12
10
8
6
4
2
0

rudra

jeet homes

rohan

kumar

vinayak

Graph 6.13:
Interpretation: Among all the 30 respondents we surveyed that most of the respondent have
gave rank 1 & 5 both to JEET HOMES. JEET HOMES is best real estate
company for 14 respondents & for 4 respondent JEET HOMES is not best
real estate company for them.

41

CHAPTER-VII
OBSERVATIONS & FINDINGS

7.1OBSERVATION
S
Basing on the data gathered from the customers, which was analyzed, the
following observations are made.
JEET is providing quality products to the customers.

JEET has an ability to give total value to the customers.


Majority of the customers are really satisfied with the JEET HOMES services.
Most of the customers are really satisfied with JEET HOMES
Now a days family members are playing a major role in buying pattern and specially
Young child are playing a vital role in deciding the location of the property. Apart from that
majority of the customers are taking their own decision in buying properties.
Most of the customers are interested to purchase properties in U.P because of good returns.
Almost 70% customers are satisfied with the extra charges.
Customers are really satisfied with ARI and the majority of the customers would suggest to
their friends or family members to buy property through ARI in future.
66% customers said that, builders did not deliver the project on time.

43

7.2 FINDINGS

Most of the people are dissatisfied from the real estate marketing
information provided by the real estate companies, but very few people
are strongly satisfied.
89% people are checking legal status of construction while buying/
searching a house.

Some of the people check delayed delivery penalty clause while buying
a property.
70.7% people want to check details of booking before buying or
searching house.
Most of the people have chosen PRINT MEDIA & BROKERS as a
source of information while buying or searching for a property.
People who have chosen internet, print media, brokers, and personal
reference as a source of information for searching house or property are
more satisfied compare to the other sources of information.
There is great demand of 2, 3 BHK house in near future in Pune and KP
side, bander, katraj region.
Most of the people chose information related to the property documents
as their first preference compared to the marketing details of the project,
past record of builder and new policies of govt. related to real estate
sector.
Most of the people wanted the government to make policies in terms of
legal, technical and financial aspects which could create transparency in
real estate sector.
Most of the people know only the names of few property documents
and they check only these documents while searching a property.
A number of builders do not want to show the property documents to
the customers.

44

CHAPTER-VIII
CONCLUSION

8.1 CONCLUSION
Now a days people who go for buying a house have become more aware about
what they should look for and the information they should seek, and are more
concerned about the selection of the right type of house for them. But majority
of the people are still unaware of the documents which they should look for
before going to buying a house. Here I have collected the perception and
analysed the expectations of the general public as a whole. The conclusion thus
is that people need to be more aware of all the documents, the total legalities,

and collect as much as information from the builders, and then only they can do
their investment with a free mind.
Thus because of the above reasons there is a need to create awareness among
the customers as well as project developers to give the customers the complete
information and the role of TRUSTED PROPERTY to educate people is
appreciated in this regard.

46

CHAPTER-IX
RECOMMENDATION

9.1 RECOMMENDATION

SUGGESTIONS:

On the basis of my findings, I want to make certain recommendations as


follows
Recommendation to JEET HOME SOLUTION PVT. LTD.
First and foremost, the database generated through the project should be
put to effective use through continuous follow-ups to the potential
customers. A follow-up should be made on the industry potential as a
whole as well.

Company should provide information according to peoples need and


necessity. And for that they can open daily polling on their web portal.
Company should not always try to attract the new customers only, but
should also take feedbacks from existing once, and try to remove their
problems and learn from their experience.
Company should make more contact with contractors and Architects to
tap more builders.

Recommendation to customer
Customers should check all the legal and technical documents and not
only the marketing details of the builders/project, before buying or
searching house.
Customers should go through all the terms and conditions of the project
developed.
Customer should be aware of the governments policy related to Real
Estate
Recommendation to Project Developer (Builder)
Builders should show their legal and technical documents to the
customers, to make them satisfied because most of the customers want
to check it and this also helps in creating a unique identity of the
developers.

48

LIMITATIONS:

Un-availability of the desired personnel was the biggest constraint to


this study. Although appointments were made and followed up where

possible but still there were instances where the desired people were
either unavailable or unwilling to meet.

No prior information regarding the addresses or other details of the


offices to be visited was provided, thus a few target persons were left
uncovered.

Some dealers were hesitating to give supportive data. Some of them


ignored the questions which were supposed to be filled by them. Thus
affecting the scientific accuracy.

Since the data is not evenly collected from the PUNE region hence there is a
chance of business.

49

BIBLIOGRAPHY

BOOKS

AUTHORS

MARKETING MANAGEMENT

PHILIP KOTLER, KOSHI & JHA

PRINCIPAL OF MARKETING

PHILIP KOTLER & AMSTRONG

RESEARCH METHODOLOGY

RC KOTHARI

CONSUMER BEHAVIOUR

LOUDAN & DELLA BITTA

WEBLIOGRAPHY
http://www.99acres.com
http://www.allcheckdeals.com
http://www.jaypeegreens.com

PRINT MEDIA:
THE PROPERTY TIMES DELHI THE TIMES OF INDIA HINDUSTAN
TIMES.

Annexure

Topic: Customer Satisfaction company with reference to JEET HOME Solutions Pvt Ltd.

Name Contact no. E-mail Id

Q1: How you come to know real estate property?

Q2: Overall, how satisfied are with the service provided?


(a) Very satisfied
(b) Satisfied
(c) Not satisfied

Q3: Would you recommend us to others?


Yes

No

Q4: What changes would you like to see in my business?

.Q5: Was your agent courteous & professional?


Yes

No

Q6: What was your overall real estate experience?

(a) excellent

(b) good

(c) fair

(d) negative

Q7: What did you like about agent?


(a) way of talking

(b) offers/service given by agent

(c) friendly nature

(d) mobile friendly

Q8: If you visited our website, what did you like about it?
(a) free trial

(d) price for recommended option

]
(b) customer support
[

(e) quality of site

]
(c) mobile friendliness

(f) email marketing

]
Q9: Age of respondent (in year)(a) 20-30

(d) 46-54

(b) 31-36

(e) 55>

(c) 37-45

Q10: Occupation(a) Service

(d) business

(b) household

(c) other

(e) doctor

Q11: Have you already purchased apartment?


Yes

No

Q12: How did you find out about our service?


(a) online

(b) shop window

(c) salesperson recommended property

(d) newspaper

(e) other

Q13: What investor never want from builder side?

A. Late possession

B. Low quality

C. Rate revised

D. A & B Both

Q14: Would you recommend our service to family or friends?


(a) very likely

(d) likely

(b) unlikely

(e) very likely

(c) neutral

Q14: Problem faced in payment?


A. Late demand letter
C. High interest rate

B. Adjustment in black or white money


D. Cash

Ques-15 Rank following real estate players on basis of their online presence on scale of 1-5,
Where 1= top & 5= bottom rank.

Real estate company


RUDRA
JEET HOMES
ROHAN
KUMAR
VINAYAK

1
10
14
9
11
8

Rank
2
3
8
9
6
3
12
3
8
7
10
7

LIST OF RESPONDENTS
SR No.

NAME OF RESPONDENTS

CONTACT
No.

4
2
3
3
2
3

5
1
4
3
2
2

1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.
23.
24.
25.
26.
27.
28.
29.
30.

Rohan singh
Raj Srivasatava
Vinay Giri
Ranjit Pandey
Prakash Dubey
Harish Rastogi
Heeralal Rathore
Rajeev Hiwarkar
Vijay Pawale
Rakesh Aggarwal
Motilal
Sanjulika Rastogi
Renu pawar
Rajesh Thakur
Umesh Choudhary
Subham Nagar
Sonu Singh
Nitin Rai
Pawan Dixit
Piyush Maurya
Chetan Thakre
Nirali Roy
Poornima Soni
Vinay morey
Abhijeet Rai
Akash Divedi
Sibbal Khan
Tej Pratap Singh
Naina shukla
Sarwar Ali

9044744567
9175109951
8237506254
8237294751
8446104613
7058040793
7769056066
9415226111
8625440897
9175408840
9004583125
8945236258
8421526236
8237526421
9061478254
7768542164
7058021365
8446452138
9175521498
8237546249
9075849243
9889293801
9044260691
8004579642
7458612895
8574123684
8808458264
8874584213
9889265413
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