SYNOPSIS

TOPIC: “A STUDY ON CUSTOMER SATISFACTION AFTER SALES & SERVICES OF PRIME ENGINEERING SOLUTIONS”

PRIME ENGINEERING SOLUTIONS

BBA (BACHELOR OF BUSINESS ADMINISTRATION)

(2012-2015)

SUBMITTED BY: NATASHA

BBA-VI SEM

UID: 122261106

BABA FARID COLLEGE, DEON (BATHINDA)

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Our Vision

We at Prime Engineering Solutions are committed to serve our clients by meeting their stated and implied needs and providing them with services exceeding their satisfaction for quality. We strive to continue improvement through strong customer focus, upgrade various technologies and continuous development into the domains. We specialize; we explore various avenues and meet new challenges every day.

Our Mission

Shaping the right talent is our prime motto, in-house placement cell makes our job easy to place professionals trained by our learning center into the right kind of jobs in various industries. Top HR recruiters prefer our learners to be a part of their organizations and we have a track record of 70% placements.

About US

Prime Engineering Solution is Software & Web Development Company with extensive experience in designing and development cutting edge software & Web solutions. Prime Technical Group is a group of highly motivated professionals with an ability to innovate a strong desire to excel.

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Prime Engineering Solution is a customer Oriented Company working to provide software projects, which we deliver with reliability, timeliness, flexibility and low cost customer satisfaction as our primary aim.

The primary objective of our company is to gain through practical experience, a sound appreciation and understanding of the theoretical principles learnt by students during their study. Our company is oriented towards developing the skills, knowledge and attitudes needed to make an effective start as a member of the Management profession.

Targets:

Understanding real life situations in organizations and their related environments and accelerating the learning process of how his / her knowledge.

Systematic introduction to corporate Culture and development if requisite skills Recognizing his / her responsibilities as a professional. Understanding the formal and informal relationships in an organization. Understanding problems and providing unique solutions.

Prime Engineering Solutions is a customer Oriented Company working to provide software projects, which we deliver with reliability, timeliness, and flexibility.

Our Range of Affiliated Services:

Web Designing

Web Development

Software Development

Mobile Application Development(Android/Bada)

Marketing / HR Strategies

CAD/CAM/CAE

Internet Services

Industrial training

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Objective of the study:- . To make the productive system more efficient.

To know the after sales service perception of customers.

To ascertain the satisfaction level & its influencers.

Scope of the study:-

In this competitive world retaining the customers has become very important, hence it has

become part and parcel of the business. Business which can adapt to quick changes and

get access to improvised technology can survive in this tuff market conditions.

This study will help us to understand customers, preference and their needs

expected from the business owners. This study will not only help me as a student but it

also assists Prime Engineering to improve their service standard.

Need of the study :-

The need of the study is to analyze the customer satisfaction after sales & services and

fill in the gaps if any which in return can improve the service to the customer of Prime

Engineering Solutions.

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Problem statement :-

In today’s competitive world customer plays an important role in every business. The main

purpose of every business is to satisfy its existing customers and attract a new customer

which is also known as acquiring customers.

Based on the above statement I have decided to take up my academic project on “A STUDY

ON CUSTOMER SATISFACTION AFTER SALES & SERVICES OF

PRIMEENGINEERING SOLUTIONS”.

Organization’s benefit / gain as a result of the project:-

• To learn how to work in Team.

• Good working condition.

• Coordination.

• Efficient practical knowledge.

• Healthy Environment.

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RESEARCH METHODOLOGY:-

A research process consists of stages or steps that guide the project from its

conception through the final analysis, recommendations and ultimate actions. The

research process provides a systematic, planned approach to the research project and

ensures that all aspects of the research project are consistent with each other. Research

studies evolve through a series of steps, each representing the answer to a key

question.

INTRODUCTION

This chapter aims to understand the research methodology establishing a framework

of evaluation and revaluation of primary and secondary research. The techniques and

concepts used during primary research in order to arrive at findings, which are also

dealt with and leads to a logical deduction towards the analysis and results.

1. Primary data:-

a. Personal interview with dealers and user of tractors has been used as survey

technique for collecting data. The dealers of different branches of tractor were also

enquired about question depending on circumstances. The survey has been made by

using primary data and secondary data.

b. The primary sources consist of information collected from dealers of different

branches and tractors owners and agriculturist. The secondary data has been collected

from encyclopaedias’ survey of Indian agriculture, Technical journals and news paper

reports.

2. Secondary data:- These are the sources contain data, which have been collected

and compared for some other purpose. The secondary source consists of readily

available components and already compiled statistical statement and reports whose

data may be used for study.

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Secondary data have been collected from many sources. The major sources of

secondary data are given below.

1. Reports/ Records.

2. Websites.

3. Organisations old data.

Determination of the sample plan and sample size

Target population

It is a description of the characteristics of that group of people from whom a course is

intended. It attempts to describe them as they are rather than as the describer would

like them to be. Also called the audience the audience to be served by our project

includes key demographic information (i.e.; age, sex etc.).The specific population

intended as beneficiaries of a program. This will be either all or a subset of potential

users, such as adolescents, women, rural residents, or the residents of a particular

geographic area. Topic areas: Governance, Accountability and Evaluation, Operations

Management and Leadership. A population to be reached through some action or

intervention; may refer to groups with specific demographic or geographic

characteristics. The group of people you are trying to reach with a particular strategy

or activity. The target population is the population I want to make conclude an ideal

situation; the sampling frames to matches the target population. A specific resource

set that is the object or target of investigation. The audience defined in age,

background, ability, and preferences, among other things, for which a given course of

instruction is intended.

I have selected the sample trough Simple random Sampling.

Sample Size: This involves figuring out how many samples one need.

The numbers of samples you need are affected by the following factors:

•Project goals

•How you plan to analyze your data

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•How variable your data are or are likely to be

•How precisely you want to measure change or trend

•The number of years over which you want to detect a trend

•How many times a year you will sample each point

•How much money and manpower you have

I have targeted 100 people in the age group above 21 years for the purpose of the

research. The target population influences the sample size. The target population

represents the Chnadigarh regions. . The people were from different professional

backgrounds.

The details of our sample are explained in chapter named primary research where the

divisions are explained in demographics section.

Data collection

Data collection took place with the help of filling of questionnaires. The questionnaire

method has come to the more widely used and economical means of data collection.

The common factor in all varieties of the questionnaire method is this reliance on

verbal responses to questions, written or oral. I found it essential to make sure the

questionnaire was easy to read and understand to all spectrums of people in the

sample. It was also important as researcher to respect the samples time and energy

hence the questionnaire was designed in such a way, that its administration would not

exceed 4-5 minutes. These questionnaires were personally administered.

The firsthand information was collected by making the people fill the questionnaires.

The primary data collected by directly interacting with the people. The respondents

were contacted at shopping malls, markets, places that were near to showrooms of the

consumer durable products etc. The data was collected by interacting with 100

respondents who filled the questionnaires and gave me the required necessary

information. The respondents consisted of Farmers, Businessmen, and Professionals

etc. the required information was collected by directly interacting with these

respondents.

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PROJECT GUIDE IN THE ORGANIZATION

NAME Gurniwaz Sandhu

CONTACT ADDRESS Prime Engineering Solutions

SCF 43, Top Floor

Phase 7

Mohali (Punjab)

TELEPHONE NO. 0172-5098468

CELL NO. 09872919302

E-mail primeengmohali@gmail.com

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