a study on customer satisfication- the new indian express-vizag
TRANSCRIPT
INTRODUCTION
Communication and transportation has made the earth a very
small planet to live in. The process of social change produced societies
that are highly dependent on mass communication. It is natural that mass
communication is possible only through mass media. Newspaper is one
among the mass media available and probably the most distinct and
important achievement for the society. The newspaper acts as the agency
of “information and education”. It is also an instrument of democracy.
The role of newspaper during the independence struggle was
significant. The newspaper has not lost its importance with the rapid
development of the other media which can be seen from the increasing
circulation if various newspapers. Newspapers have become the food for
upgrading knowledge. Overcoming fear and gaining information about
current affairs around the world nation, region etc. This is the same for a
student, business man, government or private employee or a housewife
who has the important task if educating and bringing up tomorrow’s
citizens of the world.
THE ORIGIN OF NEWSPAPERS IN INDIA
The history of newspapers is an often-dramatic chapter of the
human experience going back some five centuries. In Renaissance
Europe handwritten newsletters circulated privately among merchants,
passing along information about everything from wars and economic
conditions to social customs and "human interest" features. The first
printed forerunners of the newspaper appeared in Germany in the late
1400's in the form of news pamphlets or broadsides, often highly
sensationalized in content. Some of the most famous of these report the
atrocities against Germans in Transylvania perpetrated by a sadistic
veovod named Vlad Tsepes Drakul, who became the Count Dracula of
later folklore.
In the English-speaking world, the earliest predecessors of the
newspaper were corantos, small news pamphlets produced only when
some event worthy of notice occurred. The first successively published
title was The Weekly Newes of 1622. It was followed in the 1640's and
1650's by a plethora of different titles in the similar newsbook format. The
first true newspaper in English was the London Gazette of 1666. For a
generation it was the only officially sanctioned newspaper, though many
periodical titles were in print by the century's end.
Beginnings in America:
In America the first newspaper appeared in Boston in 1690, entitled
Publick Occurrences. Published without authority, it was immediately
suppressed, its publisher arrested, and all copies were destroyed. Indeed,
it remained forgotten until 1845 when the only known surviving example
was discovered in the British Library. The first successful newspaper was
the Boston News-Letter, begun by postmaster John Campbell in 1704.
Although it was heavily subsidized by the colonial government the
experiment was a near-failure, with very limited circulation. Two more
papers made their appearance in the 1720's, in Philadelphia and New
York, and the Fourth Estate slowly became established on the new
continent. By the eve of the Revolutionary War, some two dozen papers
were issued at all the colonies, although Massachusetts, New York, and
Pennsylvania would remain the centers of American printing for many
years.
Articles in colonial papers, brilliantly conceived by revolutionary
propagandists, were a major force that influenced public opinion in
America from reconciliation with England to full political independence.
At war's end in 1783 there were forty-three newspapers in print. The
press played a vital role in the affairs of the new nation; many more
newspapers were started, representing all shades of political opinion. The
no holds barred style of early journalism, much of it libelous by modern
standards, reflected the rough and tumble political life of the republic as
rival factions jostled for power. The ratification of the Bill of Rights in 1791
at last guaranteed of freedom of the press, and America's newspapers
began to take on a central role in national affairs. Growth continued in
every state. By 1814 there were 346 newspapers. In the Jacksonian
populist 1830's, advances in printing and papermaking technology led to
an explosion of newspaper growth, the emergence of the "Penny Press"; it
was now possible to produce a newspaper that could be sold for just a
cent a copy. Previously, newspapers were the province of the wealthy,
literate minority. The price of a year's subscription, usually over a full
week's pay for a laborer, had to be paid in full and "invariably in advance."
This sudden availability of cheap, interesting reading material was a
significant stimulus to the achievement of the nearly universal literacy now
taken for granted in America.
The Industrial Revolution:
The industrial revolution, as it transformed all aspects of American
life and society, dramatically affected newspapers. Both the numbers of
papers and their paid circulations continued to rise. The 1850 census
catalogued 2,526 titles. In the 1850's powerful, giant presses appeared,
able to print ten thousand complete papers per hour. At this time the first
"pictorial" weekly newspapers emerged; they featured for the first time
extensive illustrations of events in the news, as woodcut engravings made
from correspondents' sketches or taken from that new invention, the
photograph. During the Civil War the unprecedented demand for timely,
accurate news reporting transformed American journalism into a dynamic,
hardhitting force in the national life. Reporters, called "specials," became
the darlings of the public and the idols of youngsters everywhere. Many
accounts of battles turned in by these intrepid adventurers stand today as
the definitive histories of their subjects.
Newspaper growth continued unabated in the postwar years. An
astounding 11,314 different papers were recorded in the 1880 census. By
the 1890's the first circulation figures of a million copies per issue were
recorded (ironically, these newspapers are now quite rare due to the
atrocious quality of cheap paper then in use, and to great losses in World
War II era paper drives) At this period appeared the features of the
modern newspaper, bold "banner" headlines, extensive use of illustrations,
"funny pages," plus expanded coverage of organized sporting events. The
rise of "yellow journalism" also marks this era. Hearst could truthfully boast
that his newspapers manufactured the public clamor for war on Spain in
1898. This is also the age of media consolidation, as many independent
newspapers were swallowed up into powerful "chains"; with regrettable
consequences for a once fearless and incorruptible press, many were
reduced to vehicles for the distribution of the particular views of their
owners, and so remained, without competing papers to challenge their
viewpoints. By the 1910's, all the essential features of the recognizably
modern newspaper had emerged. In our time, radio and television have
gradually supplanted newspapers as the nation's primary information
sources, so it may be difficult initially to appreciate the role that
newspapers have played in our history.
IMPORTANCE OF NEWSPAPERS
The news and features are recorded on the newspaper. So they can
be accesed whenever necessary and can be discussed elaborately.
Newspapers reach remote areas where the other media is not
accessible.
The local news and information locally can cover more properly in
the news papers.
The items like application formats, examinations results etc. can be
given only through the newspapers.
Newspapers are the cheapest medium for advertisers to reach a
large number of people.
The newspaper can be expended in terms of pages to
accommodate more news, give extra supplements and other
feature.
The newspaper can give news, information and advertisements at
the same time on the same page. This enables different people to
access different item or features at the same time.
NEED FOR THE STUDY
The newspaper has been one of the oldest media for mass
communication. Due to technological development there has been a
tremendous raise in the number of newspapers being published.
Complication has also increased not only among the newspaper but also
from the organization has to survive and rule over the rest the organization
has to survive and rule over the rest the organization has to adopt to
change and formulate strategies. Indian Express is an organization which
publishes newspapers in English language. In the present study the focus
is on the perception and awareness and satisfaction of the public and
readers, which will help to improve the product and services.
SCOPE OF THE STUDY
The news and features are recorded on the newspaper. So they can
be accesed whenever necessary and can be discussed elaborately.
Newspapers reach remote areas where the other media is not
accessible.
The local news and information locally can cover more properly in
the news papers.
The items like application formats, examinations results etc. can be
given only through the newspapers.
Newspapers are the cheapest medium for advertisers to reach a
large number of people.
The newspaper can be expended in terms of pages to
accommodate more news, give extra supplements and other
feature.
The newspaper can give news, information and advertisements at
the same time on the same page. This enables different people to
access different item or features at the same time.
PRESENT SCENARIO OF NEWSPAPER INDUSTRY
The industry has achieved a point where the public feels that
newspaper is must for the society and the welfare of the society and not
for profits. The industry is affected by two main sections. The government
and its working and paper industry through which it gets the necessary
input resources i.e. the newsprint. The Government controls the price and
quota of newsprint given to the respective newspaper organizations.
The competition both from other players in the market but also from
the other media. The economic and social factors that affect the industry
are the literary rate the peer capita income, the average time spent on
reading attitude of the public about particular newspaper. In the present
day the industry is at a very sloe growth with the individual organizations
reaching maturity in their business life cycles. The newsprint produced in
the country is costlier because of which most of newsprint is imported.
Hence an increase or decrease in the import tariffs would also affect the
newspaper industry.
In order to study the present scenario of the NIE the activities of
production, Finance, Human Resource and Marketing have been
considered.
PRODUCTION PROCESS:
The production of the newspaper is carried out at the greatest
speed when all production stops at the most of the other industries. The
hectic activity starts at about 9:30 PM and ends at 3:30 AM, Coordination
play an important role in the newspaper industry. The various departments
that co-ordinate in bringing out the product are as follows:
FINANCE DEPARTMENT:
There are not much of activities with respect to finance that takes
place. In the various units spread out in the state most of the decisions the
executive who reside at the corporate. The NIE at Vishakapatnam was set
up by the corporate officer with all the machinery and its structure. The
price of the newspaper is less than the cost of its production. This gap is
filled in fro the revenue that the organization gets in the form of
advertisements.
The agents collect the actual circulation revenue and submit to the
marketing department. In turn it is passed over to the accounts
department. Billing activities are carried out by the marketing department.
Since the inflow of advertisements is seasonal and the profits are
calculated yearly.
HUMAN RESOURCE:
NIE unit at VSP has a work force of 96 of which 6 of them are in
management levels. The regular working staff is divided into clerical,
marketing and editing staff. The general working hours for the clerical staff
is 9:30 AM to 5:00 PM. The editorial staff start their work at about 6:30 PM
and finishes at about 3:00 AM the next day. There are about members in
the NIE editorial section.
The sales organization is headed by the sales manger (marketing).
Under him are the circulation inspectors. They are two in number one
sales officers. They are followed by the field sales promoters. The sales
promoters are both promoters and temporary. There are about 10 sales
promoters. The sales promoters work in teams. The average working
hours per day is 5 hours. The sales promoters are two in number one as
sales officer and other as asst sales officer, they are followed.
MARKETING DEPARTMENT:
In this department they mainly concentrate on the Marketing Mix like
the Product, Price, Place and Promotion.
PRODUCT:
The product from the newspaper industry is the newspaper which in
itself carries features like news, information, advertisements and
entertainment. Each the paper covers these four important aspects in
varying proportions. The NIE at Visakhapatnam publishes English
newspaper.
PRICE:
The sales of any product are based on price compared to other
factors it plays a major role in buying a product.
The prices were reduced in paper industry in Oct 2000 when will
“India” reduced its price to Rs. 1.50p with this all English newspapers, in
the industry were forced to cut down their prices in order to survive in the
competition.
Even though the prices were reduced all the papers were
maintaining the same number of pages and supplements for the same
reduced price. With the reduction in prices all the paper’s circulation has
also increased tremendously.
When compared with last two decades, readership percentage
increases abnormally within a time span of 5 months. Even though the
company had spent lots of money on publicity earlier, growth percentage
increased just above 10%. After the price slash, even without publicity, the
market has seen a tremendous growth rate of 4000 in its circulation.
In 1980 the price of the paper in weekdays was Rs.0.30p and for
Sunday it is Rs.0.40p. In Jan 2000, price of the paper in weekdays is
Rs.1.00 and for Sundays it is Rs2.50. From March these prices are
increased to Rs.2.50 for weekdays and 3.00 for Sunday.
After the reduction of price by Times of India, NIE this is also found
in the survey that the circulation of the paper has increased because
readers were subscribing only one paper before the press cut. After
reducing the price people are subscribing for more than one paper.
PROMOTION:
Newspaper is a media that promotes other business. Naturally it
does not for excessive promotion of itself. NIE Vishakapatnam, promotion
is done by marker into urban and rural semi-urban, market the
sponsorship. In the rural areas the slides are used which are show in the
theatres. The use of stockers are painting is also used for promotion.
CLASSIFICATION OF NEWSPAPER :
Newspapers can be defined as a tangible media that is used in mass
communication through which the receiver is made aware of the latest
news, information and the related topic perceived as important by the
editorial personnel of the newspaper. The newspapers can be classified
on the basis of ownership, on the basis of circulation, on the basis of
frequency of editions, on the basis of subjects dealt.
On the basis of Ownership:
Chains: More than one newspaper under common ownership from more than one common centre. Examples Indian Express.
Groups: More than one news papers under common ownership from same centre.
Multiple Units:
More than one news paper having the same title, language and periodicity and under common ownership. Example THE HINDU.
On the Basis of Circulation:
Big
Newspaper:
Newspaper with a circulation of more than 50,000 copies
per publishing day from centre.
Medium
Newspapers:
Newspapers with a circulation of more than 15,000 copies
and less than 50,000copies per day.
Small
Newspaper:
Newspapers with a circulation of less than 15,000 copies
per day a single centre.
On the basis of Ownership:
Local News
Papers:
News papers that generally give news about the
happening locally. Ex: Vizag Reporter.
Regional News
Papers:
News papers that give news mostly at the state level Ex:
Enadu, Deccan Chronicle. Reporter.
Regional News
Papers:
News papers that give news regionally and also from all
over the country Ex: THE HINDU.
On the basis of frequency of editions:
Daily : A news paper appearing at least four times a week.
Weekly : A news paper being published once in a week.
On the basis of subjects dealt:
General: News papers that deal with the news from all corners cater to all
sections of the society, provide information etc. Ex. Deccan Chronicle,
THE HINDU, THE INDIAN EXPRESS.
Business: News papers that generally are mostly give importance the
news from the business environment Ex: Economic Times, Business line,
Financial express.
Political: News papers that generally are run by individual for their
political interest Ex: PrajaSakthi, Visalandhra.
LIMITATIONS OF NEWS PAPERS
The market has to be literate and able to understand difficult
sentences.
The subscription is a regular expense i.e. the customer has to pay
for every month.
The time of delivery and its value becomes more as the day goes
by.
The price of the newspaper is less than the cost of production.
Hot news cannot be given immediately and the readers have to wait
till the next morning.
Effort has to be put in by the reader to read the news paper.
The newspaper is geographically oriented.
Journalism is not literature and is short lived.
The interference of the press into the private lives of individuals,
both high and low is criticized.
In places where here is no freedom of press the newspapers
becomes mere tools of the government.
INDUSTRY VISION STATEMENT
Newspapers serve our democratic society by vigilantly protecting
the people’s right to know. Newspapers are leaders in providing news,
editorial comment, information and advertising. Newspapers will remain
vital and sustain their vigilance by “Investing energy and resources to
strengthen their value to readers and advertisers Continuing to be the
most comprehensive source of gathering, organizing and presenting news
and information Pioneering businesses that anticipate and meet the
changing needs and desires of consumers and marketers Attracting,
retaining and advancing a talented, creative and diverse workforce”.
VISION STATEMENT OF NEW INDIAN EXPRESS:
Create a Vibrant organisation
Perfect the functioning of all the parts
Focus on the success of the whole company
Release the enthusiasm of our people
Tune-in to the live ends of the evolving society
Convert every challenge into an opportunity
MISSION STATEMENT:
Reader’s Friendly
Trade Partners Friendly
Employees Friendly
Systems Friendly
Employees Family Friendly
Society Friendly
NIE- SALIENT FEATURES
PRODUCT PORTFOLIO:
1. Focused News
2. All Muscle, No Fat
3. Bold but not brash
4. Analytical
5. Always Investigative
STRATEGIC GROWTH INITIATIVES (S.G.I) VALUES:
1. Cleanliness & Orderliness
2. Speed & Punctuality
3. Communication & Co-ordination
4. Product Quality
5. Cost saving
6. Soft speech
7. Streamline systems
8. Customer Satisfaction
9. Productivity & Development of Employees
10. Maintenance & Maximum utilization of equipment
SALES MANAGEMENT INFORMATION SYSTEM (SMIS):
OBJECTIVES:
1. Activities
2. Measurement of the Activities
3. Market Intelligence
4. Identification of Problems
5. Feedback on Performance
6. Identification of Potential Segments
7. Decision Makings
AREAS COVERD UNDER SMIS:
1. Reporting
2. Agency Management
3. Focused Segments
REPORTING FORMAT:
1. Daily Call Report
2. Daily Activity Report
3. Circulation Report
4. Monthly report Call Analysis
5. Monthly report Agency Print Order Status
OBJECTIVES OF REPORTING:
1. Minimum number of daily visits.
2. Generate database
3. Analyze Productivity of calls in each segment
AGENCY MANAGEMENT FORMAT:
1. New agency development plan
2. Agency bifurcation plan
3. Agency distribution management
FOCUSSED SEGMENT FORMAT:
1. Stall Segment
2. School Segment
3. Hospital Segment
4. Hotel Segment
ORGANISATION STRUCTURE OF THE NEW INDIAN
EXPRESS
Express publications (Madurai) Limited, (formerly Indian express
(Madurai) Limited) was founded by Late Shri Ramnath Goenka, along with
other companies in the Indian Express Group. The company was
incorporated on 11th April 1959 under the Indian Companies Act, 1956 and
has its registered office at Express Estates, Anna Salai, and Chennai
600002.
The company now forms part of Express (Madurai) Group owned
and managed by Shri Manoj Kumar Sonthalia, the grand son of Late Shri
Ramnath Goenka.
Express (Madurai) Group is an independent Group, publishing
Newspapers and periodicals in the states of Tamilnadu, Andhrapradesh,
Karnataka, Kerala, orissa ,Union Territories of Pondicherry, Andaman and
Nicobar islands, Enam and Lakshdweep. It brings out its publication of
Newspapers and periodicals from 14 centers Viz., Bangalore,
Bhubaneswar, Chennai, Mumbai, Coimbatore, Hyderabad, Mangalore,
Belagam, Kochi, Kozhikode, Shimoga, Trivendrum, Vishakapatnam,
Madurai, Tiruvananthapuram, and Vijayawada.
The company’s publications include Dailies viz.The Indian Express
in English (the southern editions of the New Indian Express renamed as
The New Indian Express, effective from 28-12-98), Dinamani in Tamil,
Andhra prabha in Telugu and Kannada prabha in Kannada. In addition to
dailies, the company also brings out magazines viz., Cinema Express in
Tamil a fortnightly, Tamilian Express a weekly in Tamil, Samakalika
Malayalam Varika, a weekly in Malayalam, Andhra praba illustrated
weekly in Telugu.
The Company is professionally managed with well qualified and
experienced people holding charge of different departments.
The various departments in the organization are:
1. Editorial department.
2. Advertisement department.
3. Electronics &communications department.
4. Camera section.
5. Retouching section.
6. Page making section.
7. Plate making section.
8. Packing section.
9. Dispatch section.
10. Marketing department.
11. Accounts department.
12. Security department.
THE EDITORIAL DEPARTMENT:
The news is gathered by reporters residing in and around
Visakhapatnam region. The news is composed and screened by the
reporters and sub-editors respectively. The stories are set aside
respectively by allocating them to a certain page. The entering work is
done by the sub-editors for NIE the paper composing and only the local
edition composed at Visakhapatnam.
THE ADVERTISEMENT DEPARTMENT:
The advertisement department is responsible for collection of
advertisements and publishing them in the news paper. The respective
pages are also fixed. This is further intimated to the editorial section which
fills in the news material in the space left out in the respective pages.
The advertisements are divided into commercial, financial, notices,
appointments and classifieds respectively and the tariffs are also imposed
accordingly. Full page and half page and quarter page advertisements are
also accepted. The advertisements are also received from the
advertisements agencies which are given 15% commission. The direct
advertisements are also accepted. There 15% also a small percentage of
advertisement coming from the Indian Newspaper society. The
organization also employees field staff for procuring the advertisements.
The advertisement department is headed by the assistant of the
Advertising Manager. There are both field staff and office staff. The office
staff is headed by sectional head. The office staff handles the scheduling
billing, accounting and typing works respectively.
ELECTRONICS & COMMUNICATIONS DEPARTMENT:
Different information is collected in the different faces by the
communication software developers exclusively by the NIE. NIE has got
highly automated communication software which has no need of any man
power to send the information from one center to another. They are
sending and receiving new items, photo advertisements, and pager
messages from one centre to another as files.
The various centers are connected to each other via the leased
lines, hence the collected information will send to next sections.
PLATE MAKING SECTION:
In the plate making section the page size negatives are subject to
high ultra violet rays. The image rails on aluminum plates are of high
quality and the high quality sensitizer developer and finisher are used in
making the plate.
MACHINE SECTION:
Machine section can be called as the heart of the production
process. The plates from the plate making section are in to the news web
offset press machine. It is a semi automatic machine. The capacity is
30000maximum per hour. There are two such set of machines having the
capability of printing pages at a time NIE newspaper.
PACKING AND DISPATCH SECTIONS:
The newspapers from the machine section are sent for the packing
and dispatching purposes. The packing is done according to the invoices
received from the respective agents. The packing is done with the help of
waste newsprint.
TRANSPORT SECTION:
The transport function is handled by the respective night
supervisors. The vehicles are owned by private parties.
ACHIEVEMENTS AND AWARDS
The New Indian express has been best Identified and appreciated
for being investigative. It is awarded as the Best Investigative news paper
in the year 2003-2004 by All India Print Media Association(AIPMA). The
New Indian express is also awarded for its highest growth rate in
Circulation.
IMPORTANCE OF CUSTOMER SATISFACTION IN
INDUSTRY
Consumer satisfaction is important to the marketer because it is a
determinant of repeat sales and consumer loyalty. Satisfaction is also
important to the individual consumer because it reflects a positive outcome
from the fulfillment of unmet needs (Spreng et al., 1996; Oliver and
DeSarbo, 1988; and Day and Landon 1977). This research will help
marketers seeking to sell their products in other countries and striving to
maintain a high level of customer satisfaction compared to the
competition. This goal cannot be obtained without a clear understanding of
factors contributing to the generation of high satisfaction and the process
by which customer satisfaction evolves following a product consumption
experience. Customer satisfaction is an important determinant of post-
purchase attitude and product choice. The growing amount of international
business has increased the need to understand customer satisfaction from
a cross-national perspective.
Culture
Culture can be defined as a system of values in order to study
culture as a determinant of consumer behavior (Hofstede, 1980b, 1983).
Members of a particular culture transform their experiences with their
physical and social surroundings to an abstract level of belief about what
is desirable and what is not. Such encoded beliefs, called values, act as a
general guide for day-to-day behaviors, including those pertaining to
buying and consumption. Cultural values differ among nations along
Hofstede’s four dimensions of national character (Hofstede, 1980, 1983).
Behavior
The growing amount of international business has increased the
need to understand consumer behavior from a cross-national perspective.
Because competition has been increasing in international markets,
management focuses on protecting its customer base from switching to
competitors (Lowenstein, 1995) by making consumers more satisfied than
they are with competing products (Hofstede, 1980b). A number of
satisfaction models have been accepted by researchers and practitioners,
but these models explain this phenomenon at the individual level,
independent of the cultural environment of the consumers Hofstede,
1980b). Rsearchers need to understand social values, cultural beliefs, and
norms to use these models.
According to existing research, valued benefits have impact on
satisfaction responses following consumption (Westbrook and Reilly,
1983). Therefore, satisfaction is the function of the congruency between
perceived performance and valued benefits derived from consumer
personal values, and the formation of consumer values is influenced by
central cultural values.
Meaning of consumer satisfaction
The expectations-disconfirmation paradigm provides the most
popular explanation of consumer satisfaction. However, and as is
occasionally noted, if a customer experiences disconfirmation after
consuming a product, future expectations regarding the product should be
revised toward the performance perceived by the customer. If
expectations do not change in the face of disconfirmation, the implication
would be that the customer did not learn from their consumption
experience.Assuming that a customer will learn from experience, then
decreasing levels of disconfirmation should affect customer satisfaction.
For example, if a customer is surprised by an excellent service experience
he or she will be satisfied. Yet the customer now has higher expectations
for the service the next time it is purchased. If product performance is
consistent, the degree of disconfirmation will diminish regardless of
whether the revised expectations are exceeded or just met. If
disconfirmation is the best predictor of satisfaction, then satisfaction
should vary directly with disconfirmation to a steady state level, despite
increasing expectations. A longitudinal approach to the antecedents of
consumer satisfaction logically implies the hypothesis of systematically
varying consumer satisfaction.
Literature related to consumer satisfaction, repurchase behavior,
switching barriers, and consumer information updating is reviewed in order
to fashion a model that integrates these concepts. A longitudinal study of
the antecedents of satisfaction and their consequence over time could not
be found, although several articles study satisfaction in a dynamic setting.
The review also reveals the following three important conceptual
relationships: 1) satisfaction is a function of expectations, perceived
performance, and disconfirmation; 2) intention to repurchase is a function
of consumer satisfaction and switching barriers; and 3) choice is a function
of expectations and intention to repurchase. These relationships are
integrated in a conceptual model called the satisfaction-Based Repeat
Purchase Behavior model. The model is dynamic and emphasizes
satisfaction as a primary determinant of repurchase behavior. It also
incorporates the antecedents of satisfaction, and allows their effect to vary
with time.
A combination of the model and the notion of systematically varying
consumer satisfaction makes it possible to formulate some interesting
predictions that have many implications for marketing. Specifically, the
hypothesis of systematically varying consumer satisfaction provides a
rationale for continuous improvement, yet reinforces the notion that there
is no substitute for high quality and good value. This follows because
customers will adapt their expectations as improvements are made, until
no disconfirmation exists. When this occurs, satisfaction is based solely on
expectations (or performance). The higher the expectations that are met,
the higher the customer satisfaction and probability of repurchase.
If satisfaction is assumed to be a significant predictor of repurchase
and switching behavior, another implication is that if satisfaction varies
with disconfirmation to a steady state or equilibrium level, the probability of
repurchase and switching will be affected in a predictable way. Moreover,
the positive disconfirmation created by a surprise factor and its effect on
consumer satisfaction and repurchase probabilities will dissipate over
time, which implies that switching behavior becomes more probable as
satisfaction decreases. Another implication is that the hypothesis of
systematically varying consumer satisfaction may offer an alternative
explanation to the variety-seeking phenomenon, or it may even offer a
rationale for variety seeking. Both the variety seeking literature and the
hypothesis of systematically varying consumer satisfaction predict—in the
typical case—a decreasing marginal utility of product consumption.
Diminished satisfaction with one product is a good reason to try an
alternative, and it might be difficult to discern whether variety seeking or a
desire to increase satisfaction is the goal.
TO STUDY THE CUSTOMER SATISFACTION OF VARIOUS
TOPICS COVERED IN THE NEW INDIAN EXPRESS
In marketing, customer is very often referred to as a “King”.
Customers are value maximizers. Consumer satisfaction is defined by
Webster’s dictionary as: “Fulfillment of a need or want. “Satisfaction is a
person’s feeling of pleasure or disappointment, resulting from comparison
of a product’s perceived and actual performance in relation to his or her
expectations. So, consumer’s satisfaction is a function of the product’s
perceived performance and the consumer’s expectation.
Satisfaction is often a subjective phenomenon and depends on the
consumer’s state of mind both at the time of purchase and more
importantly at the time of consumption. It is important because in a large
number of case, some degree of post purchase dissonance is evident
among consumers.
Many companies are aiming at high satisfaction because customers
who are just satisfied find easy to switch when a better offer comes along.
Those who are highly satisfied are much less ready to switch. In fact,
emphasis has shifted from more satisfaction to delight of customers. High
satisfaction or delight creates an emotional affinity with the brand and the
supplier, not just a rational preference. The result is high customer loyalty.
Some of today’s most successful companies are raising
expectations and delivering performances to match. These companies are
aiming for Total.
Customer Satisfaction (TCS). Xerox, for example, guarantees “total”
satisfaction” and well replace at its expense any dissatisfied customer’s
equipment for a period of three years after purchase. Cigna advertises
“well never be 100% satisfied until you are, too”. And one of Honda’s
advertisements says, “One reason our customers are so satisfied is that
we aren’t. “Nissan invites potential infinite buyers to drop by for a “guest
drive” (not a “test drive”), since the Japanese word for a customer is
“honoured guest”.
PROFIT VERSUS CONSUMER SATISFACTION:
Some writers think that the businessman’s operational interpretation
orientation has not approached the philosophical meaning of promising
customer satisfaction as the ultimate goal of marketing. According to one
of them, “One apparent reason is that the attempt to provide customer
satisfaction may conflict directly with the most basic operational goal of
business – to earn a satisfaction rate of return on its shareholders’
investment”.
Although consumer satisfaction is the basis tenet of the
marketing concept, in practice, the firms do not tend to ‘maximize’
consumer satisfaction. “If that was the case, “as Kotler has very succinctly
said,” Company would simply putout the best product and service in the
world and price it below cost. There by it would create substantial
customer satisfaction but it would also be out of business”. As such, it
should be very clear to every corporate management, weather operating in
the public or the private sector, that profit is the basic condition of ,as
distinct from motive and apart from profiteering ,the corporate existence,
stability and growth, not withstanding any suggestions to the country. If
profit as a condition of business is scarified at the alter of ‘maximum’
customer satisfaction the very existence of business and, thereby, even
‘minimum’ customer satisfaction, will be threatened.
customer satisfaction expectations are often reflected in their
sacrifice preparedness in terms or money against their products. This may
be known by a care fully planned consumer price expectation.
CHARACTERISTICS OF A CONSUMER_OREANTED ORGANISATION:
A written consumer-based mission statement.
Consumers are always put in front.
Through market and consumer service planning.
Integrate approach and people’s involvement.
Commitment to quality of service.
Customer research and feedback
Setting and monitoring service standards.
THE COMMITMENT TO CONSUMER SATISFACTION:
Consumer satisfaction research is neither quick nor easy. Six
months time lapse from developing a request for a proposal to receiving
the first consumer satisfaction rating is not uncommon. A significant
commitment of company personnel is necessary, even if an outside
research company manages the interviewing and analyse phases in
consumer satisfaction.
Research is only the beginning of the process dedicated to
improving consumers’ satisfaction. The generates among consumers an
expectation for improvement that must be satisfied. An effort of this
magnitude should be undertaken only if management’s desire to learn is
strong and its commitment to making changes is substantial.
The results, however, are invariably worth the effort. Here are
examples of how consumers view the importance of service and
satisfaction.
The ball is in their court. If they do right by me, they can have my
business.
We are happy with the way they do business, so we give them more
business.
They think they will be around when everyone else is gone, when in
fact the other companies are going to put them out of business with
consumer service.
They like to tell me how good are but a competitor came in and
showed me how good they were.
They want the business buy they can’t give us the service.
The immediate consequence of this phenomenon is the exposure of
even the farthest corners of the world to the rapidly unfolding events
elsewhere in the world.
Almost all parts of the inhabited world have taken to, though in
varying degree, newer ways of thinking and doing business necessitated
mostly by the intense competitive spirit that has merged in the
international as well as the domestic market place.
A recent study of the corporate world clearly establishes the fact
that only such of those corporations, which have given the consumers
maximum value for their money, have survived and further. Only such of
those companies that have gone beyond the stage of satisfying the
consumers in to delighting their consumers by exceeding their
expectations, have really grown beyond one’ wildest dreams.
A scrutiny of the latest list of Fortune 500 clearly proves this point.
Nearly a third of the companies are new entrants to the Fortune 500 list
and they were not there earlier and good number of companies that
dominated the list in the 50’s and 60’s are conspicuous by their absence in
their list today. The lesson that all big corporations of the developed world
have learnt in the recent past is that their activity has to be geared towards
achieving one goes that is in “delighting the consumer” and nothing else.
TO STUDY THE CUSTOMER LOYALTY AT THE NEW
INDIAN EXPRESS
THE LOYAL CONSUMER AS AN ASSET:
The delighted consumer can have a significantly the impact. The
delighted customer tells many others and will have some degree of
influence over them. Therefore, delighted consumers are sound
investment and some companies clearly under stand their impact.
Making consumer satisfaction happen has significant organizational
implementations because of strategic nature. Stratigic issues are
marketing owned and therefore, marketing plays a critical role in making
customer satisfaction. Happen. The marketing has three basic owner ship
roles in consumer delight ness. The first is to make a customer satisfaction
a straighten focus of the organization. The second is to structure the
organization to make it more responsive to the voice of the consumer. The
third is to align the organization reward and recognition system with its
consumer focus.
SOME CAUTIONS IN MEASURING CUSTOMER LOYALTY:
When customer rate their satisfaction with an element of the
company’s performance-say, delivery-the company needs to recognize
that customer vary in how they define good delivery. It could mean early
delivery, on –time delivery, order completeness, and so on. Yet, if the
company had to spell out every element in detail, customers would face a
huge questionnaire.
Companies should also note that managers and sales people could
manipulate their ratings on customer satisfaction. Another danger is that if
consumer knows that the company will go out of its way to please
consumers, some consumers may express high dissatisfaction (even if
satisfied) in order to receive more concessions.
It is not sufficient if a product enjoys a good market share. If the
company sits back, one fine day it might find that the market share
enjoyed by it was only a mirage created by artificial market conditions. It is
essential for companies to periodically assess consumer satisfaction
levels and take remedial action if needed. Some indicators of a
satisfaction levels and take remedial action if needed. Some indicators of
a satisfied consumer base are explained in fig.
Repeat orders in a competitive market
A positive work of mouth reference about the product to likely users in
the industry response the product receives to any new launch
Interest shown by visitors to the stall in industrial exhibitions
Brand awareness and recall. If the customer is loyal / satisfied, the
product will be on the top of his mind.
RESEARCH DESIGN AND METHODOLOGY
Marketing research is the systematic design, collection, analysis
and reporting of data and finding of data and findings relevant to a specific
marketing situation facing the company.
Research Process:
Data for the proposed study on market potential for the milk
products through a mix of data source like.
1. Primary Source
2. Secondary Sources.
Primary Source:
The primary data are those which are collected a fresh and for the
first time and thus happens to be original in characters.
It is obtained either through observation or through direct
communication with the respondents.
Define the Problem & Research Activities
Develop the research Plan
Collection of Information
Analyze the Information
Present the findings
Thus marketing data base is an organized collection of
comprehensive data about individual customer, prospects or suspects that
is current, accessible and actionable for marketing purpose such as lead
generations, lead qualification, sale of a product or service or maintenance
of relationship.
Survey Research:
Surveys are best suited for research. Companies undertake
surveys to learn about people’s knowledge, beliefs, preferences,
satisfaction, and so on, and to measure these magnitudes in the general
population.
Research Instruments:
Questionnaires:
Entire data collected through questionnaires. A questionnaire
consists of a set of questions presented to respondents for their answers.
Because of questionnaire flexibility, the questionnaire is by far the
most common instrument used to collect primary data, questionnaires
need to be carefully developed, tested and debugged before they are
administered on a large scale.
Finally questionnaire should be simple, direct, unbiased wording
and should be tested with a sample of respondents.
Secondary Sources:
The secondary data means data that is already available i.e., they
refer to the data, which has already been collected and analyzed by some
one else.
It includes periodically, magazines, newspapers, company
newsletters, reports and broachers etc., through liabilities and previous
projects for guidance.
Sampling:
It is an act of drawing samples from a batch on random basis,
Sampling may be as the process of obtaining information about an entire
population by examining only a part of it.
The selected respondents constitute the sample and survey so
conducted is sample survey.
Sample design is a definite plan for obtaining a sample from a given
population.
Inside Company
Outside Company
Secondary data Source
Primary Data Source
Data Source
Newsletters, Documents, etc.
Libraries, Magazines, etc.
In conducting the market survey, it is always a line problem to
collect the various data and problem analysis.
The data may be collected from the whole population of a specified
area or if an area is too wide, samples representing whole population, may
be chosen for and used for analysis.
In this survey sample of 50 customers were met and are presented
with questionnaires, to find out how far they are satisfied with the dealer
service.
The information collected by both primary and secondary data.
1. Meeting the customers directly collected information.
2. Through magazines and newspapers.
STATISTICAL INFORMATION OF NIE
Advertisement Revenue -10 Crores per annum
Circulation -3 ½ lakhs per day in south
Turnover - 12.5 Crores per month
Turnover for 2002 -120 crores
Turnover for 2003 -130 crores
Turnover for 2004 -150 crores
COMMUNICATION INPUTS
OUT DOOR ELECTRONIC OTHERS
Posters SMS Leaf lets
Hoardings FM Radio Home Ads
Cinema slides TV scroll
Call Taxi’s Internet Cafes
Stall pop’s
Banners
TECHNOLOGY
The new Indian express is using a very sophisticated technology
and recently they have introduced “STATE OF THE ART TECHNOLOGY”
printing machine being erected with the help of latest technology from
Germany.
Sales figures of past 4 years
Brief description of The New Indian Express:
The New Indian Express is probably the newspaper that does not
enjoy a high readership 01 circulation but found all over-India. In one way
it can be called a newspaper that is national having the regional touch
which is an added advantage; the paper is popular for its promotions in
delivering frank, sensational flash news. Also in many cases it is
responsible for the investigators reports of scams and other including
paper gives color editions all through out the week. The number of pages
also less than the other papers. The marketing activities are team oriented
and the generally customers are people who have migrated from the other
states.
The constituents of the newspaper are in the following percentage.
NEWS 57.97
INFORMATION 04.63
ADVERTISEMENTS 35.36
ENTERTAINMENT 02.02
The newspaper has an awareness of 40% according to the statistics.
Profile of The New Indian Express
Name : The New Indian Express.
Language : English
Established : 1949, Mumbai
Status of Newspaper : National
Head office : Express Estate,
Mount road
Chennai -600 002
Local office : 39-21-40. S.No. 25/1
Madhavadhara
Vishakapatnam -530007
The Editor : Vivek Goenka
The publisher : K. Ranganadham
Number of pages (avg) : 18
Price : Mon, Thu, Sat ---- 1/-Re
Tue, Wed, Fri ---- 1.50/-
Sunday ---- 5.00/-Rs
Local Circulation : 22,340
Other publishing centers : Ahmedabad, Bangalore, New
Delhi, Bhubaneswar, Pune,
Chandigarh,
Chennai,Mumbai,
Coimbatore, Hyderabad,
Vadodara, Kochi, Kozhikode,
Madurai, Tiruvananthapuram,
VijayaWada.
LAYOUT OF THE NEW INDIAN EXPRESS NEW’S PAPER.
NIE carries a variety of features every day and there are special
items in store for each day of the week in order to study the features the
study can be divided into the study of features that are covered daily and
the other for the features that comes on a specific day.
The topics covered by the news paper for all days of the week are
as follows.
Page 01
In the first page of any news paper news that is of greatest interest
is published i.e., latest news, flash news etc. appears in the first page. The
first page covers the news in the national, international, regional levels
depending on the importance.
Weather Report:
Weather is important factor to be considered before starting any
important work for the day. Hence report is given in the first page.
Advertisements:
An advertisement is given in the right side bottom cover of the first
page. This advertisement is generally pertaining to the local units and
published respectively from the covers pending units.
In Brief:
In the left corner of the first page the different news are given in
brief.
Page 02
In the page 2 the newspaper leisure’s and listings have been given.
Spirituality-prosperity:
This part deals with different aspects of the spirituality and
prosperity.
On your screen today:
In this time enable at the various media channels are given like
entertainment, sports, movies etc.
Page 03 & 04
City /Regional news:
The news from the city and local areas in and around
vishakapatnam is covered in this page. The news pertaining to politics,
infrastructure, reports of regional festival functions etc are given
importance. The topics like city notes and crime beat news are also
printed in this page.
Advertisements:
The advertisements pertaining to the local edition and local
appointment classifieds etc are printed in this page.
Page 05
State:
The news pertaining to the state as a whole are printed in this page
Page 06, 07 & 10
Nation:
The news from the national levels as a whole are printed. News
pertaining to the various parts of the world as a whole is printed here.
Page 08 & 09
Articles:
Articles are published in the center pages of any newspaper. This
facilitates easy reading. The articles written by prominent authors from the
concerned field is selected for publishing activity, the activity that pertain to
the present scenario is taken for printing.
Letters to the editor:
Corresponding is where any citizen or reader can express their
views about the articles and editorials published in the newspapers.
Editorials:
The editorial for any newspaper is like the heart and voice of it. It is
the editorial where the editor expresses his views and ideas.
Voices of today & yesterdays:
The voices of well known people like politicians etc and
comparisons of their words at present and previous.
India vartha internet poll:
The readers will be given whether queries to poll their way whether
they agree or not to the particular ideas and questions.
Page 11
World
The news from the international level as a whole are printed in the
page the news pertaining to the international from various parts as a whole
are printed in this page.
Page 12
The information regarding different market and their market valves
have been given in this page.
Page 13
Business Express
The news from all the business sector is published in these pages
and also the stock market news s given due importance.
On shore & of shore
The information regarding national and international business.
Page 14, 15, 16
Sports:
National: The sports news at the national level and the reviews are
printed in this page.
International: The late night sports, other international sports events
etc. are printed in the upper half of the page.
Advertisements:
The last page is all allocated to advertisements as in the case of the
first page.
SUPPLIMENTS
Sunday:
Sunday the NIE called as the Sunday Express and the features will
remain the same as ordinary day.
Classified reader services:
Classifieds are advertisements that are changed according to the
words in the advertisements in the classified advertisements there are
general employment, real estate, automotive, rental business offers,
finance and education advertisements.
Life mates
The advertisements regarding the matrimonial are given in this
page.
Magazines
The interesting news regarding the insight (news &information
regarding the well known persons) books literature personal finance and
science/colony
Monday : Excel
Tuesday : Woman’s life &health
Wednesday : Vibes
Thursday : Sports &leisure
Friday : Youth express
Saturday : Weekend
1.BASED ON OCCUPATION
SAMPLE SIZE N=100
Table No: 5.1
s.no Occupation THE
HINDU
THE NEW
INDIAN
EXPRESS
DECCAN
CHRONICLE
Total
In
No.
% In No. % In No. I% In
No.
%
1 Employee 13 13 06 06 05 05 24 24
2 Student 23 23 11 11 15 15 49 49
3 Business 10 10 04 04 06 06 20 20
4 Profession 03 03 02 02 02 02 07 07
TOTAL 49 49 23 23 28 28 100 100
1. BASED ON OCCUPATION
Figure No: 5.1
From the table and figure 5.1. can interpret that the majority of the
subscribers when classified on the basis of occupation or students
concluding 49% of the total sample then comes employees with
24%,businessmen with 20% and professionals with 07% respectively
2.Based On Readership
SAMPLE SIZE N=100
Table No: 5.2
.S No
Name of the paperNo. of
subscribers
In%
1 The Hindu 48 48%
2 The New Indian Express 24 24%
3 Deccan Chronicle 28 28%
Total 100 100%
2.Based On Readership
Figure No: 5.2
From the table and fig. 5.2. can interpret that the largest readership
in the sample is contributing by Hindu subscribers with 48% then Deccan
Chronicle with 28% and The New Indian Express with 24% respectively
3.Based On Loyalty
SAMPLE SIZE N=100
Table No: 5.3
S
No
Name of the paper <2years 2-5years >5 years
1. The Hindu 10 14 24
2. The New Indian
Express
06 12 07
3. Deccan Chronicle 08 10 10
3.Based On Loyalty
Figure No: 5.3
From the table and fig. 5.3, can interpret that the loyalty of The Hindu
subscribers are high as the largest part they are contributing in above 5
years area and then deccan chronicle with 35% of their subscribers in
above 5 years area and The New Indian Express is now gaining its boom
now respectively
4.What do you prefer most in the newspaper?
Table No: 5.4
SAMPLE SIZE N=100
S
No
Name of the Article The Hindu NIE D.C total
In No. % In
No.
% In
No.
% In
No.
%
1. News 24 24 08 08 08 08 40 40
2. Entertainment 13 13 10 10 12 12 35 35
3. Sports 11 11 06 06 08 08 25 25
Total 100
4.What do you prefer most in the newspaper?
Figure No: 5.4
From the table and figure 5.4 can interpret that the more no. of
subscribers are reading deccan chronicle and The New Indian Express for
entertainment and sports purposes and reading hindu for news purpose
respectively
5.How do you rate the following news papers based on
Table No: 5.5
SAMPLE SIZE N=100
Name
of the
paper
Quality Packing Availability Price
good Avg bad Good avg bad Good avg bad costly Value
for
the
cost
Economical
Hindu 40 06 02 38 08 02 36 10 02 10 20 18
Nie 08 10 06 12 08 04 13 07 04 06 12 06
d.c 09 10 09 10 12 06 12 12 04 08 10 10
5. Based on Quality, Packing, Availability
Fig. No: 5.5
Based on quality:
From the table and figure 5.5 can interpret that the no. of subscribers
expressing good about quality are more in hindu and then deccan
chronicle and The New Indian Express respectively
Based on Packing:
From the table and fig. 5.5 can interpret that the no. of expressing
good about packing are more in hindu contributing 70% of the total of
hindu and deccanchronicle with 60% and The New Indian Express with
50% respectively.
Based on Availability:
From the table and fig. 5.5. can interpret that the no.of expressing
good about availability are more in Hindu contributing 82% of the total of
The Hindu and The New Indian Express 45% and Deccan Chronicle with
56% respectively.
5.5.a. Based on Price:
Fig. No: 5.5.a
Based on Price:
From the table and fig. 5.5.a. can interpret that the no.of
Respondents expressing value for the cost about price are more in Hindu
contributing 41% of the total of Hindu and Deccan Chronicle with 38% and
The New Indian Express with 36% respectively.
6.Based on Modes of communication:
Table No: 5.6
SAMPLE SIZE N=100
S No Modes of Communication
The Hindu The New Indian
Express
Deccan Chronicle
1. Advertisement 30 37 33
2. Hoardings 39 32 29
3. Personal Selling 28 39 33
4. Sales Promotion 30 36 35
Based on Modes of communication:
Fig. No: 5.6
Modes of Communication:
From the table and fig. 5.6. can interpret that the modes of
communication are very effective in New Indian Express with more effort
on personal selling and sales promotion contributing above 72%, then
Hindu is effective in hoardings with above 52% and Deccan Chronicle is
contributing all the modes of communication evenly respectively.
7. Based on modes of Purchase
Table No: 5.7
SAMPLE SIZE N=100
S No Modes of Purchase The Hindu The New Indian
Express
Deccan Chronicle
1. Door Delivery 43 21 22
2. Daily Purchase 05 03 06
Based on modes of Purchase
Fig. No: 5.7
Modes of Purchase:
From the table and fig. 5.7. can interpret that the main modes of
purchase of all the papers are door delivery contributing a major % of 94%
in Hindu, 91% in New Indian Express and 87% in Deccan Chronicle
respectively.
SUMMARY AND SUGGESTIONS
SUMMARY:
The significance of Advertising and Communication in today’s
scenario cannot be overlooked. Marketing Mix includes the four Ps like the
Product, Price, Place, and Promotion which plays a major role in the
market. Marketing Mix decisions must be made for influencing the trade
channels as well as the final consumers.
In the present study it is observed that the subscribers rating of
New Indian Express in comparison with the competitors was satisfactory.
The company has followed the procedure which included all the four Ps in
accordance with the rules and regulations. Awareness of the people was
traced through informal interviews. The scope of growth of the employees
is through a combination of experience and merit which is a challenging
phase for the company. It was also found that the newspaper has not lost
its importance with the rapid development of other media and many
responded that newspapers have become the food for upgrading
knowledge.
SUGGESTIONS:
1. Frequent surveys can be conducted to know the levels of
awareness in people in opinion and about the company position in
the market.
2. Hot news can be given immediately which can make the company
stand out.
3. The content and quality of the paper has to be enhanced.
4. Reader’s prefer variety, so care must be taken to drive out
Monotony.
5. New technology has to be adopted in order to have competitive
edge.
6. Distribution channels have to be monitored thoroughly.
7. Safety provisions are maintained well and flexibility to make
changes with the timely requirements is being suggested.
BIBILOGRAPHY
1. PHILIP KOTLER
“MARKETING MANAGEMENT” 1994
PRENTICE HALLS OF INDIA Pvt. Ltd., NEWDELHI.
2. CHATTERJEE B.K.
“MARKETING MANAGEMENT” 1984
JAICO PUBLISHING HOUSE, NEW DELHI.
3. GANDHI J.C.
“MARKETING–A MANAGERIAL INTRODUCTION” 1991
TATA MC.GRAWHILL PUBLISHING COMPANY Ltd.
NEW DELHI.
4. LATIFF TA.A.
“PRINCIPLES & PRACTICES OF MARKET IN INDIA” 1968
KITBAG MAHAN, ALLAHABAD.
5. PHILIP KOTLER & GRAY ARMSTRONG
“PRINCIPLES OF MARKETING” 1992
PRENTICE HALL OF INDIA Pvt. Ltd., NEWDELHI.
6. RAMASWAMI V.S & NAMA KUMARI.S.
CONTENTSPage No.
CHAPTER – 1 1-16INTRODUCTION
Introduction to newspapers Origin of newspapers Importance of news papers Need for the study Scope of the study Present scenario of the newspaper industry Limitations
CHAPTER - 2 17-27COMPANY PROFILE OF THE NEW INDIAN EXPRESS
Organisation chart of the new indian express Vision and mission of the new indian express The new indian express sailent features Industry structure of the new indian express Achievements and awards of the new indian express
CHAPTER – 3 28-38OBJECTIVES OF THE STUDY
Importance of customer satisfaction in newspaper industry To study the customer satisfaction of Various topics covered in the new indian express To study the customer loyality at the new indian express
CHAPTER – 4 39-42
RESEARCH DESIGN AND METHODOLOGY
CHAPTER – 5 43-53
STATISTICAL INFORMATION OF THE NEW INDIAN EXPRESS
CHAPTER – 6 54-72
ANALYSIS AND INTERPRETATIONS
CHAPTER – 7 73-80
SUMMARY AND SUGGESTIONSBIBILOGRAPHYQUESTIONNAIRE
A STUDY ON CUSTOMER SATISFACTION
With special reference toTHE NEW INDIAN EXPRESS, VISAKHAPATNAM
A project Report submitted to the Andhra University, Visakhapatnam In
partial fulfillment for the Award of the degree of
MASTER OF BUSINESS ADMINSTRATION
Submitted By
S. RAMA SEKHARA RAO(REGD. No. 2035421034)
Under the guidance of
Mr.A.V. NAGESWARA RAO, M.B.A., P.G.D.I.B.,
Faculty Member
SRI SRINIVASA VIDYA PARISHADCOLLEGE OF MANAGEMENT STUDIES
(Affiliated to Andhra University & Approved by A.I.C.T.E)
VISAKHAPATNAM2003-2005
C E R T I F I C A T E
This is to certify that the project work entitled, “A STUDY ON
CUSTOMER SATISFACTION” with special reference to THE NEW
INDIAN EXPRESS is a bonafied work done by Mr. S. RAMA
SEKHARA RAO Under my guidance and submitted the same to the
SRI SRINIVASA VIDYAPARISHAD COLLEGE OF MANAGEMENT
STUDIES, in Partial fulfillment for the award of MASTER OF
BUSINESS ADMINSTRATION DEGREE.
Place : Visakhapatnam Mr.A.V. NAGESWARA RAO, M.B.A., P.G.D.I.B.,
Date : Faculty Member S.S.V.P College of Management Studies
D E C L A R A T I O N
I, here by declare that the Project work entitled, “A STUDY
ON CUSTOMER SATISFACTION” with special reference to THE
NEW INDIAN EXPRESS, VISAKHAPATNAM submitted by me to
the SRI SRINIVASA VIDYA PARISHAD COLLEGE OF
MANAGEMENT STUDIES, VISAKHAPATNAM is my own and it is
not been submitted to any other institute / University for the award of
degree / Diploma / Fellowship or other any similar title.
Place: Visakhapatnam S. RAMA SEKHARA RAO
Date:
ACKNOWLEDGEMENT
I wish to express my sincere thanks to Sri S.P. Ravindra
correspondent and Sri Haragopal, director, S.S.V.P. college of
management studies for giving me permission to do project work at
The New Indian Express, Visakhapatnam.
I also express my sincere gratitude to Mr. A.V.Nageswara
Rao, who inspired me during my extensive research in this area and
extended her constructive guidance and constant supervision which
is of immense help to me in the successful completion of the study.
I am very much grateful to Mr. JACOB, Marketing Manager,
The New Indian Express, Visakhapatnam for giving me opportunity
to do project work at The New Indian Express.
Words would never be adequate to express my gratitude to my
parents and friends because whatever I am and whatever I do is a
result of their perseverance in moulding me.
Place: Visakhapatnam
Date: S. RAMA SEKHARA RAO
CHAPTER – 1INTRODUCTION
Introduction to newspapers Origin of newspapers Importance of news papers Need for the study Scope of the study Present scenario of the newspaper
industry Limitations
CHAPTER - 2COMPANY PROFILE OF THE NEW INDIAN EXPRESS
o Organisation chart of the new indian expresso Vision and mission of the new indian expresso The new indian express sailent featureso Industry structure of the new indian expresso Achievements and awards of the new indian
express
CHAPTER - 3OBJECTIVES OF THE STUDY
Importance of customer satisfaction in newspaper industry
To study the customer satisfaction of Various topics covered in the new Indian Express
To study the customer loyality at the new indian express
CHAPTER - 4RESEARCH DESIGN AND METHODOLOGY
CHAPTER - 5STATISTICAL INFORMATION OF THE NEW INDIAN EXPRESS
CHAPTER - 6ANALYSIS AND INTERPRETATIONS
CHAPTER - 7
SUMMARY AND SUGGESTIONS
BIBILOGRAPHY
REFERENCES
Bibliography