A

Summer Training Report

on
CUSTOMER SATISFACTION

A case study of Oriental Insurance Company.

Submitted In Partial Fulfillment Of The

Degree of
Bachelors of Business Administration

BY
SHRUTI GUPTA
BBA 2015-2016
UNIVERSITY ROLL NO - _____________________

UNDER SUPERVISION OF

Project Guide: Project Guide:

Prof. Suresh Sadotra Prof. Vinod Gupta

DEPARTMENT OF MANAGEMENT STUDIES.

GOVT. S.P.M.R. COLLEGE OF COMMERCE, JAMMU
 GOVT.S.P.M.R COLLEGE OF COMMERCE,
CANAL ROAD JAMMU

CERTIFICATE

This is to certify that Shruti Gupta D/O Sh. Vinod Gupta student of BBA part 3rd,
University Roll no. ____________________ has completed her Project report on
the topic CUSTOMER SATISFACTION under my guidance and supervision
during the academic year 2015-2016 in the Partial fulfillment of requirement for
awarding the degree of Bachelors of Business Administration by the University of
Jammu.
To the best of my knowledge the work done by the student is original and will be
of valuable source for the scholars and organizations to carry advance research
work.

Project Guide

1. Prof. Suresh Sadotra

2. Prof. Vinod Gupta

Head,
Department of Management studies

PRINCIPAL
 DECLARATION

I hereby declare, that the project report on the topic CUSTOMER

SATISFACTION A case study of Oriental Insurance Company completed and
submitted under the guidance and supervision of Prof. Suresh Sadotra and Prof.
Vinod Gupta is my original work.

The preparation of the project report is based on my personal findings, several

visits to the organizations, interaction with the officials/employees/customer and
consultation with the eminent scholars and secondary sources.

SHRUTI GUPTA
 ACKNOWLEDGEMENT

I worked over this project and have applied my best efforts. It was a formidable
task, but with the active guidance and help within the organization. I am able to
complete the task in an authentic and proper manner. Without their active
guidance and support it would not have taken the shape of a project report.

I am thankful to all the customers of Oriental Insurance Company for their

cooperation and support despite their busy schedule.

I am highly obliged and extend my sincere thanks to Prof Suresh Sadotra & Prof
Vinod Gupta, Project in charge of Govt. S.P.M.R College of Commerce for their
continuous guidance, unstinting support, monumental patience, encouragement
and invaluable tips through discussion and constructive criticism, which were
always a source of inspiration for putting my best efforts to ensure the success in
this project.

SHRUTI GUPTA
 TABLE OF CONTENTS

Serial No. Chapter No. Title Page No.

1 Chapter-1 Introduction 1-6

1.1 Topic

1.2 Company Profile

2 Chapter -2 ObjectiveS 7-8

3 Chapter-3 Research Methodology 9-11

3.1 Research Design

3.2 Sample Plan

3.3 Research Instrument

3.4 Data Collection Techniques

3.5 Data Presentation

4 Chapter-4 Data Analysis and Interpretation 12-28

5 Chaper-5 Findings 29-30

6 Chapter-6 Limitations 31-32

7 Chapter-7 Conclusions and Recommendations 33-35

8 Bibliography 36-37

9 Annexure 38-42