ideacts innovations project satisfaction towards icafe manger

Customer satisfaction towards EXECUTIVE SUMMARY

This project is carried out as during the final semester (4 th semester) as a part of MBA

program.

ideacts Innovations is an Internet Media Company creating value in the shared

internet access space.

Cyber Cafes are the lifeline of Internet in India contributing to a growing 40% Pie of

total internet access. This space is highly unorganized and unrecognized. Approx. 95%

+ of this market is white labeled. Ideacts creates product value and media opportunity

by aggregating this market.

Their endeavor is to develop the potential of this large industry via technology, media

and digital retail management while providing an answer to – pace of internet

education, cyber security, online advertising, and ease of retail access to critical

services for the mass population.

All this, while creating customer comfort and business opportunity to their partners.

The Cyber Cafe brand ‘iCafe Manager earlier known as CLINCK ‘is spearheaded by

the iCafe Manager, an in-house Cafe Management and Security Application that caters

to the 360* needs of managing a cyber cafe. It is also the only application that caters to

the Security norms laid down by the Law enforcement agencies, for public internet

access points.

iCafe Manager also offers the iCafe Manager Desktop, a desktop portal that is the

default interface for all users iCafe Manager in enabled cafes. It is a key navigational

interface providing ease of surfing, search, quick links, and user preferred content and

brand communication. It has grown into a well recognized advertising platform in India

that delivers an average interaction performance 5 times the industry norm.

1 Center for business studies

Customer satisfaction towards 1. INTRODUCTION

ideacts innovations is the "leading Internet Media Company" born in March 2007 creating value

in the shared internet access space & one of the leaders in the market today when it comes to

monetizing advertising inventories created at various shared access spots.

(www.ideacts.com) and it’s co-founded by Rudrajeet desai, Ranjit sawhney, Maninder Gill,

Saurabh Khullar.

A start up at heart and multinational with footprint, today Ideacts run the largest shared Access

Internet Application in the World. With a strong Client list of over 250 brand Advertisers,

Ideacts Innovations is rated amongst the Top 10 Internet Media companies and amongst the TOP

5 startups in India.

Backed up by Sequoia Capital and SVB India Capital Partners, their product iCafe manager in 7

years has grown into widely used medium across brand categories and has strategic partnership

with Internet entities like Google , Facebook , You tube , Yahoo , Microsoft,

BharatMatrimony.com, Naukri.com and india.com among others

With a DNA of IDEATION and INNOVATION, They aim to keep building NEVER BEEN

DONE BEFORE products and Business Models and keep looking to work with like minded

people who want their work to mean something.

Ideacts Innovations is an Internet Media Company creating value in the shared internet access

space. Cyber Cafes are the lifeline of Internet in India contributing to a growing 40% Pie of total

internet access. This space is highly unorganized and unrecognized. Approx. 95% + of this

market is white labeled. ideacts creates product value and media opportunity by aggregating this

market.

Their endeavor is to develop the potential of this large industry via technology, media and digital

retail management while providing an answer to – pace of internet education, cyber security,

online advertising, and ease of retail access to critical services for the

mass population.

All this, while creating customer comfort and business opportunity to our partners


Customer satisfaction towards 2. COMPANY PROFILE

If you have gone to a cyber café in any major tier-1 or tier-2 Indian city, chances are

that you have used iCafe Manager a little program that uses the empty desktop space on

computer screens to show ads on the latest local deals.

ideacts Innovations- the creator of iCafe Manager – is the brainchild of three Puneit’s

who left their jobs in the pursuit of their entrepreneurial dreams. The creativity and out-

of-the box thinking of a few college-goers led to the birth of a product called iCafe

Manager. A new concept in advertising and finally the launch of a company called

ideacts innovations.

Backed by venture capital firm Sequoia Capital and Silicon Valley Bank (SVB),

Rudrajeet Desai, Maninder Gill and Saurabh Khullar – the founders of Ideacts –

cherish the dream of taking their company to the Silicon Valley Hall of Fame that

includes Google, Microsoft and Yahoo.

Ideacts innovations came into existence by a relentless and sometimes nagging need to

create value between mediums. Elementary funds of Why’s and Why not’s have taken

the promoters to the edge of reasoning and back to Square one.

To realize, to reconfirm and to shrink the entire process into a marketable value creating

model is a journey that they recommend.

ideacts takes the opportunity to provide a differential targeting in a cluttered space.

Differentials in the medium, and the population base of consumers they communicate

with. They believe in the strength of innovations and more importantly, the strength of

exploring.


Customer satisfaction towards This is the ideacts way

The concept of ideacts came about at a cyber café near FC College, Pune in 1999 when

the trio realized that the empty space on the desktop was yet to be commercially

exploited. It made them realize that one day computer screens in cyber café s could be

used for something more interactive. Desai and Khullar came from the management side

of academics and Gill from the computer side. Maninder Gill then developed an

application which replaces the desktop with custom software that shows advertising

content on one half (i.e. 60% of the desktop) and provides user utilities on the other half

to make Internet surfing more user-friendly.

Their individual experiences in the interim, of about six to eight years, helped them

through the initial phases of the venture – to sell the business idea and attract funds, and

apply knowledge and skills.

Ideacts generates revenues from its advertisement contracts from corporate majors, part

of which it passes on the cyber café owners who run Ideacts software on each of their

terminals.

The cybercafé owners also derive benefits from providing improved Net-surfing

experience to their customers.


Customer satisfaction towards 2.1.1 ideacts Innovations:

All is that they had an idea which came into their minds, then acted upon it, and hence

it is a new innovation.

Idea + act + innovate = ideacts innovations

2.1.2 PAST, PRESENT AND FUTURE

ideacts was initially launched in 2001 with a network of 40 cyber cafés in Pune and

three advertising partners. Unfortunately, four months into their operations, the dot-com

bubble went bust and the trio decided to postpone their entrepreneurial dream by a few

years.

Finally in May 2007, the three re-launched the company from a 150 sq ft “ex- XEROX

shop” in Bangalore. The Friends turned into business partners and got back together to

form the company when the markets stabilized and advertising revenues picked up pace.


Customer satisfaction towards By July, the company was running a profitable business and their mentor and serial

entrepreneur, Alok Kejriwal decided to introduce the team to Sequoia Capital,

R. Ramaraj, Co-founder of Sify and senior advisor to Sequoia and Mohit Bhatnagar,

Managing Director, Sequoia , felt that the core Ideacts team had complementary skills,

high levels of energy and a unique well-executed idea, which made it an attractive

investment.

Sequoia Capital India currently manages funds capitalized at close to US $1.8 billion

and invests across venture, growth and late stage opportunities. It takes a long term

view on investments and plays the role of an active, value added partner to

entrepreneurs, business families and management teams. Over the last 9 years, Sequoia

Capital India has invested in more than 50 Indian companies including Applabs,

Comviva (formerly Bharti Telesoft), Cafe Coffee Day, Dr Lal Pathlabs, Edelweiss, First

source, Idea Cellular, Just Dial, Shaadi.com and SKS Microfinance. Sequoia Capital

India operates out of offices in Bangalore, Mumbai and New Delhi.

Globally, Sequoia Capital has an unparalleled track record of partnering with

entrepreneurs to create global market leaders. Sequoia Capital has been an early

investor in companies such as Google, Cisco, Yahoo, YouTube, Oracle and Apple

Computers. Sequoia Capital maintains dedicated teams in the US, China, India and

Israel. www.sequoiacap.com/india

SVB India Capital Partners I, L.P. is a venture capital fund focused on Indian

companies and co-invests across various industries and stages with other top-tier

venture capital firms.


http://www.sequoiacap.com/india

http://www.sequoiacap.com/india/venture-capital/

http://www.svb.com/

Customer satisfaction towards Silicon Valley Bank is the premier commercial bank for companies in the technology,

life science, private equity and premium wine industries. SVB provides a

comprehensive suite of financing solutions to its clients worldwide. Founded in 1983

and headquartered in Santa Clara, California, the company serves clients around the

world through 27 U.S. offices as well as operations in China, India, Israel and the U.K.

Silicon Valley Bank is a member of global financial services firm SVB Financial Group

(NASDAQ: SIVB).

With strong investment partners and an experienced board, Ideacts has made a quantum

leap from its 150 sq ft operations in Bangalore to a full-fledged nationwide rollout.

The 100-employee strong company has already partnered with more than 500

advertisers and created a network of over 19,000 cyber cafés in 493 cities across India.

Currently the Sales Team is based out of Mumbai, Gurgaon & Bangalore, criss-cross the

country to talk to advertising partners and execute Ideacts vision on a national scale

while Maninder heads the technology centre in Pune and develops the next generation

of Ideacts applications. The company expects that number of partner cyber café s to

double by the end of the year.


Customer satisfaction towards WHAT ideacts DOES ?

Ideacts Innovations is an Internet Media Company creating value in the shared internet

access space.

Their endeavor is to develop the potential of this large industry via technology, media and

digital retail management while providing an answer to – pace of internet education, cyber

security, online advertising, and ease of retail access to critical services for the mass population. All this, while creating customer comfort and business opportunity to our partners.

Their Cyber Cafe brand iCafe Manager an in-house Cafe Management and Security Application

that caters to the 360* needs of managing a cyber cafe. It is also the only application that caters


Customer satisfaction towards to the Security norms laid down by the Law enforcement agencies, for public internet access

points.

iCafe Manager also offers the iCafe Manager Desktop, a desktop portal that is the default

interface for all users in iCafe manager enabled cafes. It is a key navigational interface providing


Customer satisfaction towards ease of surfing, search, quick links, and user preferred content and brand communication. It has

grown into a well recognized advertising platform in India that delivers an average interaction

performance 5 times the industry norm.


Customer satisfaction towards .


Customer satisfaction towards

2.1.3 iCafe Manager reaches all over India



Cyber Cafes: 18,936

Live Terminals: 69,963

User Sessions / month: 20.99 million

Cities: 489

Maninder Gill gave an overview of the three major verticals in the company:-

2.1.4 Technology:

The In-house technology team develops and maintains applications like iCafe Manager.

There is a team working in various specializations like java C++, .Net, Web ‘n’

Graphics, QnA and DBA. The tech team maintains the application across India from

just one location Pune, where a group of 30 experts stay put.

2.1.5 Sales media:

There is a media sales team, specializing in online sales and dealing with brands, brand

managers and agencies. The ad sales team sits out of Mumbai, Gurgaon and Bangalore.

They are the revenue generating team of the company.

2.1.6 Operations:


Customer satisfaction towards There are no Feet on Street Team, it is handled by the Call Centre Operation Team where a team

of 10 Sales Agents do outbound calls to the cyber cafes to install the product, they also provide

complete online training of the product. And the challenges that stood in their way did not

emerge from the technology since iCafe Manager was a standard application replacing

the desktop. It surfaced more from the sales point of view – for them to understand and

grasp the nuances of the offline-online mix, the different pricing systems, harnessing

the new medium, creating a foothold in the market, etc.

ideacts has the technology development center based out in Pune, the head-quarters

being located in Mumbai, with offices in Bangalore and Gurgoan

They also provide pricing location geo-targeting – all on a customized basis

2.1.7 VISION AND MISSION OF THE STATEMENT

Vision is to present iCafe manager in all the tier-III and internet penetrated cities where

the growth and penetration is going to be significant. Vision is to install in 1 lakh

terminals and expanding into all the internet penetrated cities/villages.

On the technology front, there are plans to roll out more robust applications and

increase the remote management technology.

There is also work in progress to get iCafe Manager mandated across the café base.

Ideacts is currently working with the various cyber crime cells and the government

authorities in this regard.

Ideacts is also trying to cover up all the cities and make its reach all over India .



2.2 PRODUCT PROFILE

iCafe Manager is a Cyber Cafe Security & Accounting Management Application. A LAN and

Web based Application iCafe Manager comes embedded with iCafe Manager Desktop.

2.2.1 iCafe Manager desktop

iCafe Manager Desktop creates a New Interactive Desktop on Cyber Cafe Computers giving

users an instant access to a host of Content, Search and Promos. It also makes it easier for the

User to access Internet Applications like Browsers and Messenger in a structured way.



System Shortcuts

1. Internet Explorer & Firefox shortcut

2. Yahoo Messenger, gTalk and Windows Live Messenger Shortcut

3. Web Search Powered By Google

4. Content on Popular categories

5. Interactive Brand Promotions

6. One click minimize for all windows

Product Specifications:

1. Installer Size: 4.5 MB2. Deep Freeze compatible 3. Internet Connection required for Activation

Minimum Software Requirements: 1. Operating System: Windows 2000, Windows XP, Windows 72. Internet Explorer: IE 5.5 upwards

Recommended Hardware:

1. RAM: 128 MB

2. Processor: 800 MHz

3. Screen resolution: 1024 x 768



2.2.2 iCafe Manager Desktop Creative Specifications

Static = Less than 100 kb

Macromedia = Less than 100 kb


Customer satisfaction towards iCafe Manager is an Active Desktop Application that adapts itself to the screen

resolutions of 1024*768 and 800*600.

iCafe Manager Creative images are needed for both resolutions and hence in 2 sizes.

Static:

File extension type = JPEG and BMP.

Macromedia:

Macromedia animations are played on mouse over

Macromedia files are required in “.fla” file typ



2.2.3 iCafe Manager and its features:

iCafe Manager - Easy to use Complete Cyber Cafe Management Software

a. Complete Customer Management

Create permanent accounts and store User information of all Users accessing Cafe

Terminals

This is a statutory legal requirement in some countries

Extensive User reports provide all User data at the click of a button

b. Versatile Accounting System


http://www.icafemanager.com/screenshots/icmVersatileAccountingSys.html

http://www.icafemanager.com/screenshots/icmCompleteCustomer.html


Easy to use Accounting system to manage your accounts

Accounts are maintained for Internet surfing, playing games, sale of coffee & other items,

services like Printing & Scanning

Daily, weekly & monthly account reports

Helps to analyze & manage the Cafe business efficiently.

c. Tickets

Ticketing feature enables Cafe owner to Print & Sell Tickets with different Internet

surfing minutes and expiry dates

Cafe owner can handover Tickets to Cafe Administrators, and collect cash equivalent to

the Tickets from Administrators. This will prevent losses (pilferage) & simplify

accounting

Every Ticket has a unique Ticket Number, an optional Password, Internet Surfing Time

(Duration), Expiry Date and Price

d. Remote Viewer


http://www.icafemanager.com/screenshots/icmRemoteViewer.html

http://www.icafemanager.com/screenshots/icmTickets.html


Remote Viewer feature enables Cafe Owner to remotely manage all Terminals

Changing Windows settings, Installing Software and all other administration tasks on all

Terminals can be done sitting at the Server

iCafe Manager allows Remote Viewing of any Terminal that is not busy, not being used

by a customer. This is done to protect the Customers’ privacy

e. Print Management

Print Manager enables to track printouts automatically and save money

Can track printouts on all printers available in the Cafe

Printing charges can be automatically added to the User's Invoice

f. Organized Desktop with integrated search powered by Google


http://www.icafemanager.com/screenshots/icmOrganizedDesktop.html

http://www.icafemanager.com/screenshots/icmPrintManagement.html

Customer satisfaction towards iCafe Manager Desktop provides a useful and standardized Desktop environment to Cafe

Users

It has Google Search, News, Movies, Cricket Scores, Links to popular useful sites and

Exciting Offers for your Cafe Users

It prevents changes to the look and feel of the terminal's desktop which reduces your

maintenance and troubleshooting efforts.

g. Website Blocking

Website Blocking feature enables to prevent Users from surfing unwanted websites in the

Cyber Cafe

These websites typically have adult or objectionable content or are banned under

government rules

It helps maintain a clean, comfortable environment in your Cafe for all Users

h. Bandwidth Monitor

Monitor bandwidth used by every terminal in your Cafe

Option to set download limits for terminals and display the progress on the Server

Café Ownres can set an alert to inform Cafe Users, whenever the download limit is

exceeded

i. Rate Plans

Rate Plans have the amount to be charged for surfing for a given time slot

Setup a rate plan for Internet surfing for multiple time slots


http://www.icafemanager.com/screenshots/icmRatePlan.html

http://www.icafemanager.com/screenshots/icmBandwidthMonitor.html

http://www.icafemanager.com/screenshots/icmWebsiteBlocking.html

Customer satisfaction towards Rate plan simplifies and standardizes accounting for casual Internet surfers

j. Membership Packages

Membership Packages provide an easy solution to charge regular Cafe Users, who like to

pay in advance or buy bulk surfing time

These can be used for rewarding your regular Users with a discounted price

k. Website Tracking

Keep track of websites browsed by the Cafe Users

Café Owners can check these sites and block unwanted sites using the Website blocking

feature

This feature is introduced for legal compliance in some countries

l. Remote Terminal Management

Control all Client Terminals from a single system

Operations like terminal shutdown, restart, User logoff, changing security settings and

many more can be carried out remotely from the server.

m. Virus & Maintenance Free Desktop


http://www.icafemanager.com/screenshots/icmVirusMaintenanceFreeDesktop.html

http://www.icafemanager.com/screenshots/icmRemoteTerminal.html

http://www.icafemanager.com/screenshots/icmWebsiteTracking.html

http://www.icafemanager.com/screenshots/icmMembershipPackages.html


iCafe Manager Client is also available with Deep Freeze - a system restore application

On every restart, Deep Freeze deletes any changes made to your terminals, keeping it

Virus Free

This avoids the need for regular maintenance

n. Speed Enhancer

Enhances the performance of the Cafe Terminals and secures terminals from misuse by

Users

Reduces Start-up & Shutdown times

Blocks access to Disk drives & USB connections

Blocks access to system settings & configurations

Prevents downloading of files and changes to Internet Browser and Network settings

Ensures the best system performance always

o. Power Save

Reduce Power consumption with the Power Save Feature


http://www.icafemanager.com/screenshots/icmSpeedEnhancer.html#PowerSave

http://www.icafemanager.com/screenshots/icmSpeedEnhancer.html

Customer satisfaction towards With a single click you can ensure that your terminals consume the least power when not

in use

Café Owner can set the time limit for entering the Power Save mode

p. Inventory Management for Point of Sale

Complete Inventory Management System which helps to maintain inventory of various

products like CDs, Coffee, Soft Drinks Snacks & Computer Peripherals

It also enables to define additional services like Printing, CD Writing & Scanning,

offered in your Cafe

q. Win 7 Compatibility

iCafe Manager products are Windows 7 ready

Take advantage of all new features in Windows 7

Maximize Windows 7 experience

r. Enhanced Client Security by running Restricted User Environment

iCafe Manager Client runs at the highest level of security on the terminals

Does not need Windows Administrator level access

Works in Restricted Windows User environment

Ensures that the Cafe Users have limited access to the terminal


http://www.icafemanager.com/screenshots/icmInventoryManagement.html


s. Reports

Useful set of reports which will help the Café Owner analyze and optimize his business

Reports provide information on Financial Accounts, User Activity, Products & Services,

Printers & Terminal usage

t. Auto Close Session

User Session management in iCafe Manager can be automated using the Auto Close

Session option

Once enabled the invoice is completed automatically as soon as the user logs out

No manual work is required to close every user session

u. Employee Management and Access Control

Prevent unauthorized access to the application by providing unique login id & password

to every employee working in a cafe

Permissions for every feature can be customized for each employee


http://www.icafemanager.com/screenshots/icmEmployeeManagement.html

http://www.icafemanager.com/screenshots/icmAutoCloseSession.html

http://www.icafemanager.com/screenshots/icmReports.html


v. Client - Server Application

iCafe Manager Server is a dedicated and secure system to control all your Cafe terminals

The Cafe Data is stored securely at a single location and cannot be accessed by the Cafe

Users

w. Disconnected Mode Feature

iCafe Manager Client tracks terminal usage even when it is disconnected from the iCafe

Manager Server

It records every minute of User Session which ensures accurate tracking and accounting

x. Database Maintenance

iCafe Manager protects the Cafe Data by providing an option to take automatic

Scheduled Backups or Manual Backups

Backups can be stored on a disk drive in the same system or on a shared network path

For maximum safety ideacts recommend that the Café Owners store the backups on a

different system

Café Owners can get back all their data easily by using the Restore feature

y. Full Recovery After Power Failures


http://www.icafemanager.com/screenshots/icmDatabaseMaintenance.html

http://www.icafemanager.com/screenshots/icmClientServerApplication.html


With iCafe Manager, Café Owners don’t have to worry about loss of data

It records User Sessions every minute preventing mismatch in accounts in the event of

power or hardware failure

Once the system is restored, the data between client and server is synchronized and Users

can continue their session

z. Help

Quick Help available on each screen

Provides a description of the feature and its usage

Complete Product Manual, Training Videos & FAQs

Help available on the application by pressing F1 key

aa. Free Lifetime Support, Auto Updates & Training

Free lifetime updates which include New Features, Support for latest Operating Systems

& hardware devices and Bug fixes

Free Telephonic & Email support

2.2.4 Advertising



2.2.5 MARKET STATISTICS

According to the study made by IAMAI and IMRB there are estimated to be 2.18 Lac cyber cafes

in India. The IAMAI and IMRB report also state that the number of cyber cafes, will grow up to

3.7 Lac till 2013.

Year No of Café2006 126,4202007 151,7042008 182,0452009 218,4542010 262,1452011 305,8362012 349,5272013 373,218Cyber cafes have been the main access points of Internet over the years. There is a

marginal increase over the last year in the percentage of users who use it as the main

access point.

This can be attributed to the following factors like:


Customer satisfaction towards Lesser PC penetration in the SEC D & E homes

Need for privacy in accessing the Internet

Growth of online gaming market in India

Split by access point

Preference for the primary access point is a function of the following

3 C’s: Convenience, Cost & Content sought Cyber cafés are the dominant point

of access among school going kids and college students.

This is because a cyber café is the cheapest source of access providing more

privacy regarding content

Split by User Demographic



2.2.6 Market competitors

Acquire all the Cyber Cafes which are using the competition software’s like Café Zee, Café

Robo etc

2.2.7 Rewards and recognition

• Quarterly employee appreciation program (RnR) is a platform to reward

brilliance of our employees who have lived and propagated the values of ideacts

“IDE(A)CTionS & Innovation” through their outstanding work performances.

These awards are for those employees who lived up to three core organizational values

• Idea

Idea which made a huge impact towards delivering team or organizational goal. It

helped to solve a complex problem whilst resulting in a far reaching impact.

• Action/Execution

Action which went beyond the call of duty, result were triumphed after facing several

internal and external constrains to achieve the goal. Execution which exceeded the set

goal and was achieved within given time and cost.

• Innovation

Innovation which results into positive impact for the team, business unit and the

organization, it could include fresh, advanced and futuristic thinking.



Categories

a. Employee of the quarter- 3 selection across all functions, out of which 1 will be

selected for star of the quarter reward.

b. Star of quarter- 1 of the above selection.

Key milestones

Key milestones

Company Incorporated March 2007

CLINCK prototype launched May 2007

First round of funding by Sequoia Capital India Nov 2007

All India CLINCK launch May 2008

Capture of 25,000 terminals across eight major cities in India Dec 2008

Second round of funding by Silicon Valley Bank (SVB) India Capital Jan 2009

Launch of CLINCK Cyber café manager an accounting software July 2009

Government of India released new rules for cyber cafes Feb 2011

Clinck cyber café renamed as a iCafe manager Oct 2011

Launched Globally/internationally Jan 2012

Till date there are 69,963 terminals running all over India in 18,936 cyber

café s in 489 cities and user session/month 20.99million

Up to till date

2.2.8 RESPONSIBILITIES:


Customer satisfaction towards Product / Inventories to Advertisers and Media Agencies

Responsible for Target oriented Revenue Generation / Sales of Advertising

Inventory

Relationship Management with Advertisers / Agencies

Maintaining Width and Depth in the Market

Campaign Management. Closing to Execution

Integration of New Products / Services / Revenue Models in existing business

Competition Tracking and Market Know how

Revenue Collections

2.2.9 ORGANIZATIONAL STRUCTURE



3. RESEARCH DESIGN


http://www.ideacts.com/people-ideacts-innovations-Rudrajeet-Desai.html

http://www.ideacts.com/people-ideacts-innovations-Maninder-Gill.html

http://www.ideacts.com/people-ideacts-innovations-Saurabh-Khullar.html

http://www.ideacts.com/people-ideacts-innovations-Ranjit-Sawhney.html

http://www.ideacts.com/people-ideacts-innovations-Neeti-Malhotra.html

http://www.ideacts.com/people-ideacts-innovations-Ramaraj.html

http://www.ideacts.com/people-ideacts-innovations-Mohit-Bhatnagar.html

http://www.ideacts.com/people-ideacts-innovations-Alok-Kejriwal.html

http://www.ideacts.com/people-ideacts-innovations-Vishnu-Bagri.html

http://www.ideacts.com/people-ideacts-innovations-Suresh-Shanmugham.html

Customer satisfaction towards 3.1 REVIEW OF LITERATURE

For the purpose of literature survey, a sample survey was adopted through the Structured

Questionnaire, and information was gathered by those who had conducted study, the information

was also searched in internet sites were also scanned for the authenticities of the subject matter.

Marsha Peter (2OO2) examines temporal changes in post-purchase product satisfaction for a

durable goods purchase. Involvement and satisfaction variables were measured in a cross-

sectional and a longitudinal study of goods owners. Overall, consumers with high product

involvement showed slightly greater satisfaction with their than low-involvement consumers

over the term of ownership. The role of disconfirmation in these changes was investigated.

Benefits and problems disconfirmation were found to make independent contributions to

satisfaction judgments, and the strength and form of contribution varied with product

involvement. These findings suggest that benefits and problems disconfirmation need to be

measured separately in satisfaction research.

Yooshik Yoon(2004) studied the effects of motivation and satisfaction on destination loyalty: a

structural model and investigates the relevant relationships among the constructs by using a

structural equation modeling approach. Consequently, destination managers should establish a

higher satisfaction level to create positive post-purchase behavior, in order to improve and

sustain destination competitiveness.

Diane Halstead(1993) studied the Focuses on a group of unsatisfied software owners. Examines

the roles and the post-purchase service received during the complaint process in terms of their

effects on customers' satisfaction with complaint resolution. Presents some suggestions for

customer service policies, complaint technical service and fulfillment services.

Richard Oliver (2000) Response determinants in satisfaction judgement, examines that The

effects of five determinants of satisfaction are tested as well as individual differences in


Customer satisfaction towards satisfaction formation. Manipulations of attribution, expectancy, performance,

disconfirmation, and equity are written into stock market trading scenarios in a full

factorial design. Results show that all main effects and four ordinal two-way interactions

are significant. Then, an individual-level analysis is performed on the repeated measures

data. Three clusters of subjects sharing similar response tendencies (disconfirmation,

performance, and equity) are identified and related to investment attitudes, outcome

attitudes, and demographics. No consistent relationships are discovered, suggesting that the

response differences reflect deeper behavioral tendencies. Implications of this approach for

satisfaction paradigms, satisfaction theory, and individual satisfaction response

orientations are presented

DEFINITION OF RESEARCH DESIGN:

“It is a basic plan, which guides the data collection and analysis phases of the project. It is a

frame work, which specifies the type of information to be collected, the resources of data

collection procedure.”

-Thomas Kinnear

A research design is a market plan or model for conduction a formal investigation. It is a

specification of methods and procedures for acquiring the information needed for solving of any

problem.

Research design is the strategy for a study and the plan by which the strategy is to be

carried out. It specifies the methods and procedures for the collection, measurement and analysis

of data. Unfortunately, there is no simple classification of research designs that covers the

variation found in practice.

3.2 Statement of problem/need to study:

It is the choice of empowered customer to decide the fate of product or organization._ Hence the

study was aimed at finding suitable measures to improve customer satisfaction. The study is

titled “Customer Satisfaction towards iCafe manager in Pune with Special Reference To

IDEACTS INNOVATION PVT LTD”



3.3 OBJECTIVES OF THE STUDY

A Study On Cyber Cafe Industry across India.

Sub objectives:

1. To know about the factors influencing the Café Owner decision for Installing iCafe

Manager (ICM).

2. The main objective of the study is to find out to what extent the Café Owners are satisfied

or dissatisfied with ICM.

3. To find out the role of after Installation service in enhancing the customer satisfaction.

Scope of the study:

This topic of the project is mainly concerned with customer satisfaction. The main area

covered under this study is about various parameters on the basis of which level of

customer satisfaction is derived for iCafe Manager. The basic purpose for conducting this

study is to analyze the customer satisfaction towards iCafe Manager. In the study researcher

analyses the satisfaction level along with the factors responsible for those of the consumer to

understand the new opportunities in the market for the improvement of sales of the product. Thus

the overall need for the study is to suggest a new marketing strategy by analyzing marketing

opportunities towards iCafe Manager.

3.4 Operational definition of concepts:

Customer satisfaction:

Customer satisfaction may be understood as how the customer feels about the service they

receive and the company that provided it.

Satisfaction:


Customer satisfaction towards Satisfaction is the persons feeling of pleasure or disappointment resulting from comparing a

product perceived performance in relation to his/her expectation. If the performance falls short of

expectation the customer is dissatisfied. If the performance matches the expectation the customer

is satisfied if the performance exceeds the expectation the customer is highly satisfied or

delighted.

Sampling Method

The sampling procedure used was convenience and judgment sampling, as in

questionnaire was administered at cyber center, at Pune City.

Tools for data collection

Interaction with Respondents was in the form of technical support survey with the help of

questionnaire. The questionnaire consisted of a set of questions, asked to the respondent for

his/her response; the questionnaire was structured and non-disguised. It was done in a

prearranged order and the object of the research was revealed to the respondent. The

questionnaire consisted of combination of open ended and close-ended question.

Sample Size

A total of hundred respondents were communicating during the survey. The input from

these respondents which was collected through technical support survey in Pune City formed the

primary data for the study.

Data processing

Collected data was Analyzed and tabulated with the help of MS Excel and they have been

presented in the tables and Graphs in this report. These are the basis for drawing the appropriate

conclusion for this project.


Customer satisfaction towards Plan of analysis

The data collection, which is used in this project, has been analyzed with the help of statistical

tools, charts, graphs and percentage

Primary Data

The primary data was generated through extensive use of a structured questionnaire,

which had both the open end and close-ended questions. They were conducted in Pune City and

the data collected was used for the purpose of analysis and interpretation.

Secondary Data

Secondary Data was collected from internet, books etc

Limitations of the study

Sample size is restricted to hundred which affect the feasibility of the project.

The information received from the respondents is assumed to be correct.

The study is limited to few areas in pune.

Respondent’s unavailability.

Courteous bias.

Time and pressure fatigue on part of the respondents and interviewers.

3.4 CHAPTER SCHEME

Executive summary

1. Introduction

2. Profile of the company, product profile

3. Research design


Customer satisfaction towards 4. Analysis of data and interpretation

5. Summary of findings and conclusion

- Bibliography

- Appendices/annexure

4. DATA ANALYSIS AND INTERPRTATION

The company uses a feedback form at the end of the training session to collect the customer’s

opinion that helps in evaluating the competency based on customer satisfaction towards iCafé

Manager. The responses to the feedback also reveal the satisfaction or dissatisfaction to the

customer to iCafé Manager.

This feedback form thrives to extract the opinions regarding the:

a) Communication effectiveness

b) Quality of Examples

c) Interaction between interviewer and respondent

The feedback form is the best tool to measure the competency based on customer it to gives

quick responses to hold the programmes.

There are 14 questionnaires to survey.

Analysis

Interpretation



1. Are you aware of the helpline?

- Yes

- No

TABLE NO.4.1(Helpline)

Analysis

As observed from the given table and Graph the sample constitutes of 100%

respondents. There is a quite a difference between the number of Yes and No in the

sample.

Interpretation

From the above analysis, it’s interpreted that majority of the customer’s are aware of

Helpline number and believe that the Helpline is good.


HELPLINE

NO

NO OF

RESPONDENTS

PERCENATAGE

YES 92 92%NO 8 8%TOTAL 100 100%


CHART NO 4.1(Helpline)



2. Based on your experience. How would you rate your overall satisfaction with iCafe Manager

Software?

-Satisfied

-Neutral

-Dissatisfied

TABLE NO.4.2 (Experience Rate)

EXPERIENCE NO OF

RESPONDENTS

PERCENTAGE

Satisfied 74 74%

Neutral 17 17%

Dissatisfied 9 9%

TOTAL 100 100%

ANALYSIS:

The graph shows that most of the respondents in the sample size were 74% satisfied, Neutral

17% and Dissatisfied 9% respondents.

INTERPRETATION:


Customer satisfaction towards From the above analysis, it shows that the majority of the Customer’s believe and think that

iCafe Manager is good for accounting and security.

CHART NO.4.2 (Experience Rate)



3. Was the Technical Support Executive clear in communicating the trouble shooting steps?

-Satisfied

-Neutral

-Dissatisfied

TABLE NO.4.3 (Trouble shooting)

TECHNICAL

TROUBLE

SHOOTING

NO OF

RESPONDENTS

PERCENTAGE

Satisfied 66 66%

Neutral 11 11%

Dissatisfied 23 23%

TOTAL 100 100

ANALYSIS:

The graph shows that most of the respondents in the sample size with respect to the above

question for the technical trouble shooting steps were satisfied with 66%, neutral 11% and

Dissatisfied with 23% of 100% respondents.

INTERPRETATION:

From the analysis, it is interpreted that the majority of the Customer’s are satisfied with trouble

shooting steps.



CHART NO 4.3 (Trouble shooting)



4. Was your issue resolved during the 1st call itself?

- Yes

- No

TABLE NO 4.4 (Resolved 1 st call itself)

ISSUED

RESOLVED

1ST CALL

ITSELF

NO OF

RESPONDENT

PERCENTAGE

YES 69 69%

NO 31 31%

TOTAL 100 100%

ANALYSIS:

The graph shows that most of the respondents in the sample size as followed in the issue

resolved problem by 1st call itself were satisfied with 69% and dissatisfied with 31%. There is a

difference between satisfied and dissatisfied.

INTERPRETATION:

From the analysis, it shows that the majority of the Customer’s were satisfied with the problem

resolution in the 1st call itself.



CHART NO 4.4 (Resolved 1 st call itself)



5. The Technical Support employee listened carefully

- Agree

- Shortly Agree

- Shortly Disagree

- Disagree

- N/A

TABLE NO 4.5 (Technical support)

TECHNICAL

SUPPORT

LISTEN CARE

FULLY

NO OF

RESPONDENTS

PERCENTAGE

AGREE 40 40%SHORTLY

AGREE

20 20%

SHORTLY

DISAGREE

16 16%

DISAGREE 11 11%N/A 13 13%TOTAL 100 100%

ANALYSIS:

The graph shows that most of the respondents in the sample size as followed by the responses

were: Agree 40%, shortly agree 20% and very few Disagreed with a Cumulative of 27%.

INTERPRETATION:

From the analysis, it shows that majority of the Customer’s agree that the Technical Support

employee listened carefully.


Customer satisfaction towards CHART NO 4.5(Technical support)


Customer satisfaction towards 6. Did your technician offer you the option to fix your fault by remote access? (They access your

machine from their own premises)

-Yes

-No

-Not available

TABLE NO 4.6(Technical remote access)

ANALYSIS:

As observed from the given table and Graph the sample constitutes of 100% respondents.

There is a quite a difference between the number of Yes and No in the sample.

INTERPRETATION:

From the analysis,52% respondents agree that their queries were resolved via the remote access

and the next majority of Not applicable of 30% were the queries which didn’t require Remote

access and the issue was resolved over the call itself.


REMOTE

ACCESS

NO OF

RESPONDENTS

PERCENATGE

YES 52 52%NO 18 18%N/A 30 30%TOTAL 100 100%


CHART NO 4.6(Technical remote access)



7. Please evaluate iCafe manager software performance

-Meet expectation

-Outstanding

-Exceeds expectation

TABLE 4.7(Software performance)

ICAFE

MANAGER

PERFORMANCE

NO OF

RESPONDENTS

PERCENTAGE

MEET

EXPECTATION

7 7%

OUTSTANDING 73 73%EXCEEDING

EXPECTATION

30 30%

TOTAL 100 100%

ANALYSIS:

The graph shows that most of the respondents in the sample size Agree that the iCafé Manager

performance is Outstanding.

INTERPRETATION:

From the above analysis, it shows that iCafe Manager Software performance is very good and

outstanding.



CHART NO 4.7 (Software performance)



8. Additional features want in iCafe Manager?

_____________________________________________________________________________

___________________________________________.

ANALYSIS:

Out of the 100 respondents asked about the above question, I received mixed responses and

different answers.

INTERPRETATION:

From the above analysis, it shows that majority of the respondents wanted Deep Freeze for

windows 7, Bandwidth Controller.



9. Based on your experience with our iCafe Manager, how likely would you be to

recommend us?

-Very likely

-Likely

-Neutral

-Unlikely

TABLE NO 4.9(iCafe Manager Experience)

EXPERINCE

WITH ICAFE

MANAGER

NO OF

RESPONDENTS

PERCENTAGE

VERY LIKE 40 40%LIKE 23 23%NEUTRAL 19 19%UNLIKE 18 18%TOTAL 100 100

ANALYSIS:

The graph shows that most of the respondents in the sample size are followed by the experience

with iCafe Manager Respondent is 100%.

INTERPRETATION:

From the above analysis, it shows that iCafe Manager Experiences the respondents were 63%

likely to recommend the product to other Cyber Cafes.



CHART NO 4.9 (iCafe Manager Experience)



10. Which feature/features do you like most in iCafe Manager?

- Accounting

- Security

- Both Accounting and security

TABLE NO 4.10(Features)

FEATURES NO OF

RESPONDENTS

PERCENTAGE

ACCOUNTING 30 30%SECURITY 31 31%BOTH 39 39%TOTAL 100 100%

ANALYSIS:

The graph shows that most of the respondents in the sample size are followed by the iCafe

Manager voted for both Accounting and Security

INTERPRETATION:

From the above analysis, it shows that majority of the respondents equally wanted both

Accounting and Security features.



CHART NO 4.10(Feature)



11. Was the technician friendly?

- Shortly agree

- Agree

- Shortly Disagree

- Disagree

- N/A

TABLE NO 4.11(Technician friendly)

TECHNICIAN

FRIENDLY

NO OF

RESPONDENTS

PERCENTAGE

AGREE 21 21%SHORTLY

AGREE

20 20%

SHORTLY

DISAGREE

26 26%

DISAGREE 13 13%N/A 20 20%TOTAL 100 100

ANALYSIS:

The graph shows that most of the respondents in the sample size are followed by the technician

friendly with customers 100% respondent agree with this.

INTERPRETATION:

From the above analysis, it shows that the 41% respondents in the sample size agree that the

technician was friendly and 39% Disagree and 20% were neutral in their opinion.

CHART NO 4.11 (Technician friendly)



12. About how long did you have to wait before your issue was resolved?


Customer satisfaction towards - Within 2 hours

- Between 2 to 4 hours


- More than 12 hours

TABLE NO 4.12(Resolved)

LONG WAIT

FOR

RESSOLVED

NO OF

RESPONDENTS

PERCENTAGE

Within 2 hours 0 0

Between 2 to 4

hours

0 0

Between 4 to 8

hours

23 23%

More than 12

hours

77 77%

TOTAL 100 100

ANALYSIS:

The graph shows that most of the respondents in the sample size had a long wait to get their issue

resolved with 77% claiming it takes more than 12hours and 23% between 4 to 8 hours.

INTERPRETATION:

From the above analysis, it shows that 77% claiming it takes more than 12hours and 23%

between 4 to 8 hours.

CHART NO 4.12(Resolved)



13. The Technical Support Representative was patient.

- agree

- Shortly Agree

- Shortly Disagree


Customer satisfaction towards - disagree

- N/A

TABLE NO 4.13( Technical Support Representative )

ANALYSIS:

The graph shows that most of the respondents in the sample size for the question was the

technical support patient Agree at 45%, Shortly Agree at 45%, Shortly Disagree at 8% and

Disagree is 2% given by the 100% respondents.


TECHNICAL

SUPPORT

PATIENT

NO OF

RESPONDENTS

PERCENTAGE

AGREE 45 45%

SHORTLY

AGREE

45 45%

SHORTLY

DISAGREE

8 8%

DISAGREE 2 2%

N/A 0 0

TOTAL 100 100%


INTERPRETATION:

From the above analysis, it shows that 90% of the respondents agree that the Technical Support

Representative was patient over the call.

CHART NO 4.13( Technical Support Representative )



14. Please share any additional comments about your experience or suggestions on how we can

better improve our technical support services.

--------------------------------------------------------------------------------------------------------------.



SUMMARY OF FINDINGS, CONCLUSION AND SUGGESTION

FINDINGS:

1. Basically the iCafe manager customers are aware of helpline number.

(Refer chart 4.1)

2. Based on experience out of the 100% respondents the overall satisfied with iCafe

Manager were 74%.

(Refer chart 4.2)

3. 66% agree with the technician was clearing communicating the trouble shoot step

(Refer chart 4.3)

4. 69% of the respondents said Yes for the issued resolved during the 1st call itself.

(Refer chart 4.4)

5. Majority of respondents agree with the technical support executive listening to their

queries carefully.

(Refer chart 4.5)

6. 52% respondents who had technical query were offered remote access from the own

premises and the rest 48% were not taken on remote as the issue didn’t require remote

access and was solved over the phone itself.

(Refer chart 4.6)

7. Large numbers of customer found the performance as outstanding with icafé manager.

(Refer chart 4.7)

8. Majority of the Respondents wanted Deepfreeze for Win 7 & Bandwidth Controller.

9. The overall experiences of respondents with iCafe Manager were very likely and likely

and they preferred to recommend the software to the other people.


Customer satisfaction towards (Refer chart 4.9)

10. Equal numbers of respondents agree to the security and accounting feature of iCafe

Manager.

(Refer chart 4.10)

11. Majority of the respondents Agree that technician was friendly

(Refer chart 4.11)

12. 77% of the respondents agree that there issue was resolved within 12 hours

(Refer chart 4.12)

13. From the graph it is shows that 90% Agree with the technical support representative.

(Refer chart 4.13)

14. iCafe Manager is one of the Best software in India .

CONCLUSION

1. During the 7 years of their presence iCafe Manager has positioned itself as the Top Software for Cyber Cafes in India.

2. Customers have perceived iCafe Manager as an good and quality brand software. This can be bettered with features like bandwidth controller and deep freeze for windows 7.

3. Technical Team need to be increased, still customers think that they have to wait due to the language problem on the calls hence they are not getting the response properly.

4. Is the Only Cyber Café Software in the world which has a dedicated Technical Helpline which is Toll Free and is open all days of the week to help the cyber cafes.

5. Majority of the respondents are satisfied with iCafe Manager Software.

6. Is the Only Software which is free of cost and the cyber cafes are helped by the Operations team to install/Train on the product.


Customer satisfaction towards 7. iCafe Manager has very good presence in the Cyber Café all over in India one thing

about the customers mindset is that it slows down the system where as it doesn’t and in turn increases the end customer browsing time due to the quick links such as Facebook, YouTube provided.

8. Is the only software in India which is IT act Compliant and with these the cyber cafes can adhere to the Rules as per the Government of India

SUGGESTIONS

1. iCafe Manager needs to add additional features like bandwidth controller, hotspot, deep

freeze for window7, expenses add etc

2. Educate the Cyber Café correctly on the Slow Down Issue Mindset

3. Acquire all the Cyber Cafes which are using the competition software’s like Café Zee,

Café Robo etc.

4. Increase the Operation Team through which ideacts can reach more number of Cyber

Cafes and get the iCafe Manager Software installed across all the internet penetrated

cities.

5. Try new marketing schemes to motivate the existing cyber café owners to refer other

cyber cafes who have not installed iCafe Manager which will help in increasing the base.

6. Add “Feet on Street” team so wherever the Café Owner is not able to understand the

issue over phone or cannot provide remote access, their issues can be resolved.



BIBLIOGRAPHY:

TEXT BOOKS:-

1. RESEARCH METHODOLOGY(C .R. KOTHARI)

NEW AGE INTERNATIONAL PUBLISHER, 4TH EDITION.

2. BUSINESS RESEARCH METHODOLOGY

BY-J.K. SACHDEVA (5TH EDITION)

REPORTS:

COMPANY’S ANNUAL REPORTS

WEBSITES:

www.ideacts.com

www.iCafemanager.com

http://www.icafemanager.com/products/iCafeManager.html

http://www.icafemanager.com/features/icafeManager.html


http://www.icafemanager.com/features/icafeManager.html

http://www.icafemanager.com/products/iCafeManager.html

http://www.iCafemanager.com/

http://www.ideacts.com/


QUESTIONNAIRE

Customer satisfaction towards iCafe Manager

Dear Sir/Madam

I, Sunil Kumbar am pursuing my final year MBA from CMR CENTER FOR BUSINESS

STUDIES BANGALORE. In partial fulfillment of the course, I have taken up a study on the

topic “CUSTOMER SATISFACTION TOWARDS ICAFE MANAGER AT IDEACTS

INNOVATIONS PVT LTD PUNE” .I request you to help me in completing my research by

giving me the information as per the questionnaire given. I assure you that the information

provided will be kept confidential and will be used for academic purpose only

NAME:

CYBER CAFE NAME:

GENDER:

MALE:

FEMALE:


Customer satisfaction towards 1. Are you aware of the helpline?

-Yes

-No

2. Base on your experience. How would you rate your overall satisfaction with iCafe Manager

software?

-Satisfied

-Neutral

-Dissatisfied

3. Was the technical Support executive clear in communicating the trouble shooting steps?

-Satisfied

-Neutral

-Dissatisfied

4. Was your issue resolved during the 1st call itself?

- Yes

- No

5. The Technical Support executive listened carefully

- Shortly agree

- Agree

- Disagree

- Shortly disagree

- N/A

6. Did the Technical Support Executive offer you the option to fix your fault by remote access?

(They access your machine from their own premises)

-Yes


Customer satisfaction towards -No

-Not available

7. Please evaluate iCafe Manager Software performance

-Meet expectation

-Outstanding

-Exceeds expectation

8. Additional features want in iCafe Manager?

_____________________________________________________________________________

___________________________________________.

9. Based on your experience with our iCafe Manager, how likely would you be to

recommend us?

-Very likely

-Likely

-Neutral

-Unlikely

10. Which feature/features do you like most in iCafe Manager?

- Accounting

- Security

- Both Accounting and security

11. Was the Technical Support Executive friendly?


Customer satisfaction towards - Shortly agree

- Agree

- Disagree

- Shortly disagree

- N/A

12. About how long did you have to wait before your issue was resolved?

- Within 2 hours



- More than 12 hours

13. The Technical Support Representative was patient.

-Shortly agree

- Agree

- Disagree

- Shortly disagree

- N/A

14. Please share any additional comments about your experience or suggestions on how we can

better improve our technical support services.

--------------------------------------------------------------------------------------------------------------.

THANK YOU


ideacts innovations project satisfaction towards icafe manger

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