PROJECT REPORT

ON

CUSTOMER SATISFACTION

Submitted
In the Partial fulfillment for the degree of

Master of Business Administration

Session:-2016-2017

SUBMITTED TO: SUBMITTED BY:

NEERAJ GOYAL ABHISHEK SINGLA
ROLL NO- 2145
 CERTIFICATE

This is to certify that AbhishekSingla is a bonafide student of Multani Mal

ModiCollege,Patialaand this project report titled “Customer Satisfaction” with special

reference to SOLITAIRE INFOSYS is an authentic record of the project work done by

him/her under my supervision in partial fulfillment of the requirements for the award of the

of Bachelor of Business Administration by Punjabi University Patiala during the academic

year 2016-2017.

ABHISHEK SINGLA

ROLL NO-2145
 DECLARATION

I AbhishekSingla, do hereby declare that the project titled “Customer Satisfaction” with
special reference to Solitaire Infosys” is a bonafide record of work done by me under the
guidance of Mr. Jaspreet Singh, I further declare that the study has not previously formed the
basis for the award of any study, research or the similar title or recognition.

ABHISHEK SINGLA

ROLL NO- 2145

 PREFACE

In today’s world, organizations that fail to adjust their learning management practices and

solutions often struggle with organizational growth or productivity. As a result, leading

companies are abandoning traditional methods of learning in favor of more effective solutions—

often involving technology innovation—that engages talent and improve performance. This

report highlights key trends affecting the future of enterprise learning and recommendations for

selecting the right provider. This thought made me to work on this project.

I have attempted to live up these requisites while preparing this report. Industrial training is a

part of professional courses. With the help of industrial training we can able to understand the

work undertaken in company.

I have attempted to live up these requisites while preparing this report. Industrial training is a

part of professional courses. With the help of industrial training we can able to understand the

work undertaken in company.

Success of an organization depends largely on successful handling of its human resources.

Training and development is vital part of organization work.

This project report has been prepared keeping in mind the organizational needs pertaining to the

training and development. It describes the principles of job training and development programs

and guidelines adopted in SOLITAIRE INFOSYS info system Ltd, Chandigarh which was

developed, conducted &evaluated for imparting importance and process of Customer

satisfaction
 ACKNOWLEDGEMENT

This project would have been complete without acknowledging my sincere gratitude to all
persons who have helped me in carrying out study and in preparation of this report.

I wish to thank all faculty members who provided expert guidance through out the project.

I express my sincere thanks to all my friends and colleagues for their support in completing
project on time.

I thank the God, Almighty and most benevolent for giving me the courage and wisdom to
complete this project as per schedule.
 Table of Contents

S. NO. CONTENTS

1. INTRODUCTION TO TOPIC

2. SOLITAIRE INFOSYS

3. CUSTOMER SATISFACTION

4. IMPORTANCE OF CUSTOMER SATISFACTION

5. WHY SOLITAIRE INFOSYS

6. RESEARCH AND COLLECTION OF DATA

7. DATA ANALYSIS AND INTERPRETATION

8. CONCLUSION
 INTRODUCTION TO TOPIC

Customer satisfaction is a part of customer’s experience that exposes a supplier’s behavior on customer’s
expectation. It also depends on how efficiently it is managed and how promptly services are provided. This
satisfaction could be related to various business aspects like marketing, product manufacturing, engineering,
quality of products and services, responses customer’s problems and queries, completion of project, post
delivery services, complaint management etc.

Customer satisfaction is the overall essence of the impression about the supplier by the customers. This
impression which a customer makes regarding supplier is the sum total of all the process he goes through,
right from communicating supplier before doing any marketing to post delivery options and services and
managing queries or complaints post delivery. During this process the customer comes across working
environment of various departments and the type of strategies involved in the organization. This helps the
customer to make strong opinion about the supplier which finally results in satisfaction or dissatisfaction.

Customer’s perception on supplier helps the customer choose among the supplier on basis of money value
and how well the delivered products suit all the requirements. The supplier’s services never diminishes after
the delivery as customer seeks high values post marketing services which could help them use and customize
the delivered product more efficiently. If he is satisfied with the post marketing services then there are good
chances for supplier to retain the customers to enhance repeated purchases and make good business profits.

It is necessarily required for an organization to interact and communicate with customers on a regular basis to
increase customer satisfaction. In these interactions and communications it is required to learn and determine
all individual customer needs and respond accordingly. Even if the products are identical in competing
markets, satisfaction provides high retention rates. For example, shoppers and retailers are engaged with
frequent shopping and credit cards to gain customer satisfaction, many high end retailers also provide
membership cards and discount benefits on those cards so that the customer remain loyal to them.
INTRODUCTION
COMPANY PROFILE

Solitaire Infosys Private Limited (SIPL) is a global IT solutions provider company with extensive
workforce of efficient employees. They offer complete cycle of IT services in the domains of Software
Development; web-based Technologies and Internet Marketing.
Their quality as well as business-driven advent distinguishes us from conventional web design companies.
Being a pioneer website design & development company, they don’t just deliver the job-they deliver it
keeping in mind the best for other company. And this might be the reason that brings clients back to us again
and again.
SIPL Emphasis On:
The Service: They value relationships their with the consumers and they have embellished Their selves by
rendering above average service.
The Professionalism: A web Application that looks incredible conveys a professional view of y business and
would really exhibit for it.
The Technology: A website that will have good technicality, designing and developing professional who
will make the websites ranging from a simple place holder to dynamic database driven web sites.

Mission and Vision of the company

Vision: Be with you in every step of the way from the idea creation and developing a business model straight
through to design and technology implementation.
Mission: To Endow our client qualitative and consistent Web Service.

History
Solitaire Infosys Private Limited is a Private incorporated on 06 June 2011. It is classified as Non-govt
Company and is registered at Registrar of Companies, Chandigarh. Its authorized share capital is Rs. 900,000
and its paid up capital is Rs. 100,000.It is involved in other computer related activities [for example
maintenance of Theybsites of other firms/ creation of multimedia presentation for other firms etc.]

Solitaire Infosys Private Limited's Annual General Meeting (AGM) was last held on 30 June 2016 and as per
records from Ministry of Corporate Affairs (MCA), its balance sheet was last filed on 31 March 2016.
Present Status
Current status of Solitaire Infosys Private Limited is - Active.
Management
Directors of Solitaire Infosys Private Limited are Jogvinder Singh and Rajesh Sharma.
Offices
India
C-110, Industrial Area Phase-VII
Mohali INDIA
Phone: +91-9876656700 +91-9872220856
Email: info@slinfy.com
USA
24891 OTheyns Lake CIR
Lake Forest, CA
92630-2522.
Canada
SUITE 208, 3474-93
STREET NW EDMONTON ALBERTA-T6E 6A4
CANADA.

Objectives of company
They aim to push their limits and accomplish beyond the definition of success at the same time redefining
excellence with every step and endeavor they undertake. They believe in the power of a bond that they build
with them clients and the power of people that are connected by the wonders of technology. They are driven
by they beliefs and principles that have helped us touch and impact lives of the people working with them
and the people they proudly serve. They objective are to bring together people with diverse opinions and
point of views to generate new possibilities and opportunities by turning the potential of technology into
evocative solutions.

What they do:

At Solitaire Infosys, They work with enhanced and smart strategies to build and deliver the most robust,
flexible and sophisticated solutions and services for They clients. They have over time extended them
expertise to a multitude of IT services with an innovative approach to cater to and engage with the growing
and changing market trends. They high end services extend from building their business online from a
scratch with the most promising and pioneering technologies and hands on solutions, to maintaining and
upholding they business models for a long term and ever growing revenue as well as reputation. They
function while collaborating with their clients to generate comprehensive strategies to capitalize on the
cutting-edge applications.
The wide band of their services hoists the flagship of many accolades. They serve with par excellence in the
following spheres of technology and business:

 Web Development: They ascertain to make your business visible and acknowledged on the web
through their efforts and expertise in Web development technologies which include PHP
Development. CMS Development, .Net and E-commerce Development. Their proficient team of
developers strive o provide comprehensive and resourceful web solutions to grow your business on
the web.

 Mobile Applications: With almost the whole world operating now through Smart phones and
mobile applications, if people believe Mobile application is the next step to bring your business to
your targeted customers then they have to turn their beliefs into reality. Being an innovation-driven
family of bright minds, we seek and deliver reliable and out-of-the-box ideas for robust and new age
mobile applications. Their flexible mobile application technologies include Unity 3D gaming Apps,
Cross-platform Mobile
Development using Phone Gap along with the native Android, I Phone and Windows Mobile
Applications.

 Digital Marketing: When business goes digital and online then the need to market it and sell
services and products online is a major concern which requires unique and cost effective solutions.
Their Digital Marketing services assure an amplified and unparalleled success rate for your business
online. Using the most creative ideologies and technologies to present business in Digital Media
 Ecosystems. They promote and enhance branding strategies through streamlined content generation
and its seamless distribution on multiple media channels. Their customized Digital Marketing
solutions include:
o Search Engine Optimization, SEO
o Social Media Optimization, SMO
o Pay per Click, PPC
o Email Marketing
 Maintenance: They not only build and develop but they assure sustainability of systems. They
leverage their clients to enjoy a solo maintenance account to avoid the frustration and hassle of
handling costly and nerve wrecking crash downs and problems. Solitaire provides the best possible
maintenance solutions using excellent maintenance tools to update enhance and repair your digital
accounts and websites. They offer a host of maintenance services including:
o ERP Maintenance
o CMS Maintenance
o App Maintenance
o Web Maintenance
 Services and Products:
At Solitaire, their strategy to create new markets and market trends with their innovative approach,
engagements and high-end services, they help their clients to adapt the fast-moving market trends and to
make them the market leaders. They operate with a philosophy of partnering with the client to maximize
and enhance their applications ROI. This leverages their product engineering heritage to build cutting-
edge applications for matching with customer’s changing business requirements.

 DIGITAL MARKETING SERVICES

Their digital marketing services are amplified by their unparalleled expertise in technology and a précised
vision on customization and creativity. Slinfy Online marketing services are extendible to marketers and
agencies to create intelligent digital media ecosystems, develop brand awareness and streamline content
development and distribution across multiple digital channels. Thus, these services help enterprises gain a
lasting competitive advantage with the creation of smart and flexible digital marketing ecosystems.

SMO:
Most of the individuals spend a considerable time on social media websites for various purposes. If
people are not making the optimal use of such a social media website for the promotion of their product
 or service, then they are providing the path to their competitors to come and strike the conversation with
the individuals who could have been once their customer

SEO:
SEO is optimizing your business’s online presence to appear in online search results for city or globally.
Search engines focus on rewarding those websites that offer people the excellent user experiences and
valuable content.
Their SEO techniques are not only effective, but also meaningful. They focus on creating websites like
visiting and search engines like seeing, because your business is unique & it has unique goals, customers, and
needs. That’s why they offer customized solutions to fit the needs of their business and budget.
EMAIL MARKETING
With the best in email marketing tools to monitor advanced statistical ratios, response indicators and other
key indicators, we make your campaign simply successful. By industry best practices, they are sure to get
maximum delivery to your pre targeted customers inbox, Round-the-clock monitoring is worked out to make
sure people email reaches thier customer’s inbox i.e. destination.

PPC:
A quickest and most controllable way to get website to the top of the search results is the key you want when
people are looking for your type of business online. They make it easier to minimize botheration and market
their business on several web pages and because pay per click, it is easy to control budget and return on
investment for your campaign.

Products
 Campus edge:
Solitaire Infosys Inc, a leading IT firm has invented a solution “Campus Edge” which helps educational
institutions to collect all the data automatically. This Software is specially designed to meet all the data
management requirements of educational institutions. Campus Edge is carefully crafted to reduce the manual
efforts of institution to maintain and store daily data of students & staff members.
Campus Edge Software has following modules:

E-Enquiry Manager
 E-Admission Manager

E-Fee Manager

E-Accountant Manager

E-Inventory Manager

E-Planner Manager

E- Attendance Manager

E- HR Manager

E- Payroll Manager

E- Library Manager

E- Examination Manager

E- Cyber Manager

E- Location Manger

 The twitt
The Twitt is an aspiring media and publishing website that defines this generation of Gadgets and Gizmos.
The Twit aims to introduce you to the most eclectic and newest technologies. They serve to be your one stop
platform to stay informed, enthused and gripped by the marvels of Technology. Find the most exquisite
information on the most avant-garde topics. Voice your ideas and opinions and join the Digital Revolution.
 Pin goo adventure:
Pin goo adventure is a game from all groups which is entertaining and rich graphics with a wonderful gaming
experience.
Clients
NAME LOGO
44 AUTO SALES

DUNGO BOOK

BEXORD

CARRIER VIEW

ONE MARKET

SILVER FERN

PUBLZT

ASA PROPERTY SERVICES

ACTIVE LIFE CENTER

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CONSUMER CREDIT REPORTING

COMPANY

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Technologies they use
Role in Education
At Solitaire Infosys They believe to work and strive to make the world a better place by putting in efforts in
every little and major way possible. To achieve those societal goals at large they conceived a dream to
propagate and inculcate knowledge offering the best level of educational programs to the aspiring youth of
nation. With a vision to attain global success they believe and work hard to reach the heights of success with
pioneering and brilliant young ideas with the potential to bring in the wave of change and advancement. With
this secular belief they have extended they footing into the sphere of education to deliver high quality and
substantial educational and skill enhancement programs for the young entrepreneurs and innovators. At
Solitaire Infosys They value the learning process and so They have been delivering renewed learning
experiences in reputed Educational institutes all across northern India.

The value of Learning Process

Today, with every process going digital the learning process too has advanced and reached new limits with
online study and certification programs providing customized learning solutions. They as a Professional
training center prepare candidates for the corporate society and work environments to achieve personal as
well as organizational goals. They offer unique learning process which is valued by for their comprehensive
approach and relevance to the real world statistics. They aim and work hard to deliver knowledge at its best
in order to encourage individual skill set that helps the candidate to capitalize technology through the
learning process.

Transformed Learning Process

At Solitaire, They provide renewed and transformed learning process through effective utilization of digital
work environments which enhance the learning process through content and virtual strategies. They let the
candidates experience a healthy corporate ecosystem for learning the relative functionalities of the subject
opted for certification. Working on diverse range of technologies they offer the aspiring candidates a vital
opportunity to inculcate and develop an aptitude for the technologies.
They train and prepare candidates for competent profiles using the most robust and accurate strategies to
assess and evaluate the progress of candidates throughout the propagation of the respective skill development
program.

Enhanced Learning on New System

With the best systems and technologies to be offered for on hands accessibility they promise enhanced
learning opportunities on new systems and technologies which are effectively embedded in the skill set of the
candidates. They programs are intuitively designed to e encourage collaboration between candidates,
instructors as well as the administrators for a resourceful learning experience. Social learning experiences are
best carried out virtual classrooms and cloud data sharing environments. They assure an enriching learning
experience by offering immediate access to data and content repositories which are cloud-hosted to ensure
simultaneous adoption by several sources.
 OBJECTIVES OF STUDY

The setting of objective is the corer stone of a systematic study. The study will be fruitful one when the basis
laid down is a concrete one they represent the desired solution to the problem and help in proper utilization
of opportunities.

Objectives:

The objectives of the research are:

1) To find out which sales promotion tools will increase the sales

2) To find out how brand ambassador can influence sales promotion.

3) To find out the market share of Solitaire Infosys

4) To know the features that attracts the customer to subscribe to Solitaire Infosys

5) To know the level of satisfaction of customers towards Solitaire Infosys.

Limitations of the study

1) Time factor was the main limitation for the study as the project was restricted to small period.

2) The sample taken for research was concerned only for 100 customers rather than millions of customers
scattered around the world.

3) Since the project has to be completed within a short period of time the information collected could be
biased.

4) Some of the premium segments could not be met due to time lack and by not obtaining prior
appointment due to tight schedule of the respondents.

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.

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 lead to a logical deduction towards the analysis and
results.

RESEARCH DESIGN

I propose to first conduct a intensive secondary research to understand the full impact and implication of the
industry, to review and critique the industry norms and reports, on which certain issues shall be selected,
which I feel remain unanswered or liable to change, this shall be further taken up in the next stage of
exploratory research.

This stage shall help me to restrict and select only the important question and issue, which inhabit growth and
segmentation in the industry.

The various tasks that I have undertaken in the research design process are:

Defining the information need

Design the exploratory, descriptive and causal research.

RESEARCH PROCESS
The research process has four distinct yet interrelated steps for research analysis it has a logical and
hierarchical ordering:

Determination of information research problem.

Development of appropriate research design.

Execution of research design.

Communication of results.

Each step is viewed as a separate process that includes a combination of task, step and specific procedure.
The steps undertake are logical, objective, systematic, reliable, valid, impersonal and ongoing.

EXPLORATORY RESEARCH

The method I used for exploratory research was

Primary Data

Secondary data

PRIMARY DATA
New data gathered to help solve the problem at hand. As compared to secondary data which is previously
gathered data. An example is information gathered by a questionnaire. Qualitative orsurveys, focus groups,
independent observations and test results. Data gathered by the researcher in the act of conducting research.

This is contrasted to secondary data, which entails the use of data gathered by someone other than the
researcher information that is obtained directly from first-hand sources by means of surveys, observation or
experimentation. Primary data is basically collected by getting questionnaire filled by the respondents.

SECONDARY DATA

Information that already exists somewhere, having been collected for another purpose. Sources include
census reports, trade publications, and subscription services. There are two types of secondary data: internal
and external secondary data. Information compiled inside or outside the organization for some purpose other
than the current investigation Researching information, which has already been published? Market
information compiled for purposes other than the current research effort; it can be internal data, such as
existing sales-tracking information, or it can be research conducted by someone else, such as a market
research company or the U.S. government.

Secondary source of data used consists of books and websites

My proposal is to first conduct a intensive secondary research to understand the full impact and implication
of the industry, to review and critique the industry norms and reports, on which certain issues shall be
selected, which I feel remain unanswered or liable to change, this shall be further taken up in the next stage
of exploratory research.
DESCRIPTIVE RESEARCH

STEPS in the descriptive research:

Statement of the problem


Identification of information needed to solve the problem


Selection or development of instruments for gathering the information


Identification of target population and determination of sampling Plan.


Design of procedure for information collection


Collection of information


Analysis of information


Generalizations and/or predictions

DATA COLLECTION

Data collection took place with the help of filling of questionnaires. The questionnaire e method has come to
the more widely used and economical means of data collection. 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 mines. These questionnaires were personally administered.

The first hand 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 showrooms and near to showrooms of the consumer durable products etc.

The data was collected by interacting with 70 customer and 30employees’ respondents who filled the
questionnaires and gave me the required necessary information. The respondents consisted of housewives,
students, businessmen, professionals etc. The required information was collected by directly interacting with
these respondents.
Determination 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


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

SAMPLE SIZE

I have targeted 40 Students and 15 employees 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 Patiala
region. 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.
 Customer Satisfaction

The definition of customer satisfaction has been widely debated as organizations increasingly attempt to
measure it. Customer satisfaction can be experienced in a variety of situations and connected to both goods
and services. It is a highly personal assessment that is greatly affected by customer expectations. Satisfaction
also is based on the customer’s experience of both contact with the organization (the “moment of truth” as it
is called in business literature) and personal outcomes. Some researchers define a satisfied customer within
the private sector as “one who receives significant added value” to his/her bottom line—a definition that may
apply just as well to public services. Customer satisfaction differs depending on the situation and the product
or service. A customer may be satisfied with a product or service, an experience, a purchase decision, a
salesperson, store, service provider, or an attribute or any of these. Some researchers completely avoid

“satisfaction” as a measurement objective because it is “too fuzzy an idea to serve as a meaningful

benchmark.”4 Instead, they focus on the customer’s entire experience with an organization or service contact
and the detailed assessment of that experience.

Some definitions are based on the observation that customer satisfaction or dissatisfaction results from
either the confirmation or disconfirmation of individual expectations regarding a service or product. To avoid
difficulties stemming from the kaleidoscope of customer expectations and differences, some experts urge
companies to “concentrate on a goal that’s more closely linked to customer equity.” Instead of asking
whether customers are satisfied, they encourage companies to determine how customers hold them
accountable Customer satisfaction, a business term, is a measure of how products and services supplied by a
company meet or surpass customer expectation. It is seen as a key performance indicator within business

Customer satisfaction depends on the product’s performance relative to a buyer’s expectation, the
customer is dissatisfied. If preference matches expectations, the customer is satisfied. If preference is exceeds
expectation, the customer is highly satisfied or delighted outstanding marketing insurance companies go out
of their way to keep their customer satisfied. Satisfied customers make repeat purchases insurance products
and tell other about their good experiences with the product. The key is to match customer expectations with
company performance. Smart insurance company’s aim to delight customers by promising only what they
can deliver, then delivering more than the promise. Consumers usually face a broad array of products and
services that might satisfy a given need. How do they choose among these many marketing makers offers?
Consumers make choices based on their perception of the value and satisfaction that various products and
services deliver.

Customer value is the difference between the values the customer gains from owning and using a product
and the costs of obtaining the products customers from expectations about the value of various marketing
offers and buy accordingly. How do buyers from their expectations? Customer expectations are based on past
buying experiences, the opinion of friends and marketer and competitor information and promises.

Customer satisfaction with a purchase depends on how well the product’s performance lives up to the
customers’ expectations. Customer satisfaction is a key influence on future buying behaviour.

Why Organizations Focus on Customer Satisfaction

Businesses monitor customer satisfaction in order to determine how to increase their customer base,
customer loyalty, revenue, profits, market share and survival. Although greater profit is the primary driver,
exemplary businesses focus on the customer and his/her experience with the organization. They work to
make their customers happy and see customer satisfaction as the key to survival and profit. Customer
satisfaction in turn hinges on the quality and effects of their experiences and the goods or services they
receive.

Who really is a Customer?

The question of defining who your customers are seems fairly easy particularly if you have segmented your
market properly and understand who you are trying to satisfy. However subtlety that frequently goes
undetected by many firms is that is that customer set can be divided into two parts, the apparent customer and
the user. The apparent customer is the person or group of people who decide what product to buy and
basically have control over the purse strings. The user is a person or group who physically uses the product
or is the direct recipient of a service.
What does satisfaction really mean?

As in defining customer above, defining satisfaction also appears simple. However as with customer there is
a subtlety that needs addressing. Satisfaction by most definitions simply means meeting the customer’s
requirement.

Customer satisfaction can be defined in many different ways. Finding the right way for a company depends
on understanding your customer and on having a clear vision of the role that customer satisfaction is to play
in the strategy. For example, a focus on customer satisfaction can work alongside existing segmentations to
support revenue generation from high value customers or it can be a company-wide objective rooted in the
brand values. For the former, it may be sufficient to focus on improving customer service, but for the latter a
broader definition of customer satisfaction is necessary, closer akin to corporate reputation.
Building a Company around Customer Satisfaction -

With the increase in customer’s demands and compeSolitaireinfosyson it has become a lot more important to
base the entire company on customer service. When doing this one must first realize that every member of an
organization plays an active role in customer service. This includes both external customers and internal
customers within a company.

Customer focused organizations focus both on customer satisfaction and profit. Achieving customer
satisfaction generates the profit. In these organizations top management has frequent contacts with external
customers. The staff focuses all of its attention on satisfying the customer’s needs. However, the
management’s job is to provide the staff with support necessary to achieve these goals. The other department
and staff in the organization that do not have direct contact with the external customers deal exclusively with
internal customer satisfaction.

The Influence of the salesperson in Customer Satisfaction

In an article titled, “The influence of salesperson selling behavior on customer satisfaction with products,”
Brent G.Goff and James S. Boles examine the effects of non-product related construct on customer
satisfaction with major retail purchases such as automobiles. The article states that salesperson’s selling
orientation-customer orientation (SOCO) will affect not only consumer satisfaction with the salesperson and
dealer, but also indirectly, satisfaction with the product or manufacturer.

In the perspectives of both the retailer and the manufacturer, customer satisfaction represents an important
issue because it relates to several desirable outcomes. Customer satisfaction leads to future purchases, and
repeated purchases of the same product from the same source. In other words, it helps a firm retain its
present customers and build loyalty. By helping a buyer obtain product information and providing guidelines
about what should be expected during the buying process and use of a product, a salesperson may influence
customer expectations concerning the product. Thereby this may reduce the likelihood of dissatisfaction
(Grewal and Sharma, 1991). .
Importance of customer satisfaction in firms: retention and loyalty.

Loyalty and retention are often analyzed as direct consequences of customer satisfaction. The two terms
express “the attachment a customer feels for a company’s people, products, and services. A loyal customer
is someone who makes regular purchases, purchases across product and service lines, refers others,
demonstrates an immunity to the pull of the compeSolitaireinfosyson” Griffin (1995) cited by ( Churchill
2002) . Financial and marketing studies have supposed that satisfied customers constitute an important asset
of firm. Even if there is not much empirical evidence, it seems that customer satisfaction will enhance both
customer loyalty and retention through repeated purchases, less price sensitivity and costs reduction.

In fact, when customers are satisfied , they become more loyal and will increase their level of purchasing
from the firm over time ( Anderson and Sullivan 1993, Reichheld 1996) cited by (Verhoef 2003, 33)
directly, they will also recommend other customers to consume the firm’s products and services . Thus,
“the positive word of mouth that satisfied customers generate influences other consumers’ future purchases”
(Anderson 1996) cited by ( Gruca and Lopo 2005, 116). Satisfied customers are also expected to be “less
likely to defect to competing products as a result of lower prices” (Fornell et al. 1996). For this reason,
“greater customer satisfaction may enable firm to charge higher prices or at least to better resist downward
pressure on prices” (Anderson 1996 , Narayandas 1998) . Briefly , “ a satisfied customer reacts less
sensitively to price changes and is prepared to pay a higher price for a service that corresponds to their
requirements and conceived ideas” ( Korauš 2002,Anderson et al .2004 , 172).

Customer satisfaction will also exert a positive impact on firm’s costs through retention. Indeed, by satisfying
customers, firms and MFIs will lower their actual costs avoiding gaining new clients and making extra
marketing expenses. This argument is more important in microfinance sector where clients and the MFI are
supposed to act for a long-term relationship. In fact, “ with client retention, institutional costsdecrease as the
institution needs to do less marketing, less new client orientation, and fewer new client background checks,
staff productivityincreases because loan officers work with established clients whom they know well, clients
incomeincreases as loan sizes generally increase with experienced clients” ( Waterfield 2006; Korauš
2002).

Brief, by satisfying their customers, “firms and MFIs will generate benefit for themselves beyond the present
transaction and the current moment. These benefits will arise from the positive shaping of the satisfied
customer’s future behaviour” (Anderson 1996) cited by (Gruca and Lopo 2005, 116). It means that if firms
and MFIs in particular, “are able to meet customers’ needs successfully, then, household stability will
increase. Customer household stability will in turn contribute to organization’s financial sustainability”
(Asian Institute of Management 2005).

Internal Marketing – how it affects Customer Satisfaction

Successful companies make every effort to ensure satisfaction to their customer by focusing all
organizational efforts of the company on providing superior customer service. By doing this these companies
hope to retain their existing customers and attract new ones. Only angle of customer satisfaction commonly
overlooked is the internal aspect.

The internal customer or employee plays a vital role in achieving customer satisfaction and loyalty. Some firm’s
do not understand that the treatment of internal customers becomes the external customers’ perception of the
company. A firm’s employees or other departments within the organization make up its internal customers. Their
job performance affects the firm’s ability to deliver superior product and customer service (Boone and Kurtz,
1999). When a firm’s employees are happy at work, their overall attitude and performance towards the customer
enhancestremendously. Internal marketing helps members or employees of an organization understand and
fulfill their roles in implementing its marketing strategy. Internal marketing not only keeps employees happy,
it also shows them how their actions affect the firm’s ability to achieve customer satisfaction.
Customer Satisfaction as part of Service Profit Chain
A Harvard Business Review article outlines the internal process required to drive growth and increase
profitability. The article describes the ways in which service quality contributes to success, outlining the
steps in the “Service-profit chain”:

Customer Satisfaction Measurement: -

A basic and effective base line customer satisfaction survey program should focus on measuring customer
perceptions of how will the company delivers on the critical success factors and dimensions of the business
as defined by the customers:
For example:

Service Promptness

Courtesy of Staff

Responsiveness

Understanding the customer problem, etc.

The findings of the company performance should be analyzed both with all customers and by key segments
of the customer population. The essential starting point for Customer Satisfaction Measurement (CMS) is
exploratory research. Since satisfaction is about an organization’s ability. To meet customer requirement one
has to start by clarifying with customers exactly what those requirements are. This is done through
exploratory research using focus groups or one to one depth interviews.

Three things decide the accuracy of a sample. They are:

It must be representative.

It must be randomly selected.

It must be adequate enough.

Measuring customer satisfaction

Organizations need to retain existing customers while targeting non-customers. Measuring customer
satisfaction provides an indication of how successful the organization is at providing products and/or services
to the marketplace.

Customer satisfaction is an abstract concept and the actual manifestation of the state of satisfaction will
vary from person to person and product/service to product/service. The state of satisfaction depends on a
number of both psychological and physical variables which correlate with satisfaction behaviors such as
return and recommend rate. The level of satisfaction can also vary depending on other factors the customer,
such as other products against which the customer can compare the organization's product
Why Solitaire Infosys

Solitaire Infosys provides complete end to end solutions for industrial training and our team is working on
basic principles for industrial trainingPatiala as well as Mohali

1. 100% Practical environment training under Subject specialize expert faculty.

2. Well experienced faculties and professional developers will take demo and review classes for
satisfaction of trainers and students.
3. End to end practical and theoretical query solutions.
4. Well established course structure and cover all topics divided as per student training time tenure.
5. Live project development and maintenance.
6. 100% quality assurance.
7. Student satisfaction is final review and reference for us.
8. Our team always focused on latest upgraded technology.
9. Industrial Training and Internship forSolitaire Infosys, Verified Certificates.
10. Job Placement facilities after completion your programming and development course.

Dimensions of student satisfaction and their possible observable manifestations

Dimensions of student satisfaction possible observable manifestation (measurable)

Teaching and learning Teacher–student

Subject delivery
Assessment
Course content

Course organization Timetabling Provision

Practical exposure
Pr
Provision of subject/module outlines

Induction
Enrolment
Ease of enrolment
accuracy

Learning facilities Use of technology

Solitaire Tool Kit
Social environment Projectors Video
Support from fellow students Sense of
community/friendships
Collegiate atmosphere in and around the campus

Ancillary support Career counseling

Customer Satisfaction Surveys:

Surveys and questionnaires are the most common marketing research methods. Typically, they are used to:

Assess the level of customer satisfaction with a particular product, service or experience

Identify factors that contribute to customer satisfaction and dissatisfaction;

Determine the current status or situation of a product or service;

Compare and rank providers;

Estimate the distribution of characteristics in a potential customer population; or

Help establish customer service standards.

Benefits and Challenges:

Surveys allow an organization to quickly capture vital information with relatively little
expense and effort. A primary advantage of this method is its directness: “the purpose is clear
and the responses straightforward.” Additionally, the information gathered by surveys can
easily be analyzed and used to identify trends over time. The public views consumer product
polls and pollsters in a generally positive manner compared to political and other polls. One
study found that at least sixty percent of the public feels that market research about products
and services has a positive impact on society. Seventy percent consider the people who
conduct such surveys to have positive impacts on society.

A major disadvantage of customer surveys is that the responses may be influenced by

the measurement itself through various forms of bias. For example, most surveys are
voluntary, and some researchers have found differences between survey respondents and
non-respondents. People who respond to

Factors that contribute to the rapid growth of sales promotion:

Internal Factors:

Promotion is now more accepted by top management as an effective sales tool; more
product managers are under great pressure to increase current sales.

External Factors:
The number of brands as increased; competitors use promotions frequently, many brands are
seen as similar: consumers are more price-oriented; the trade has demanded more deals from
manufactures; and advertising efficiency has declined because of raising costs, media clutter
and legal restraints.

 Communication: They gain attention and usually provide information that may lead
the consumer to the product.

 Incentive: They incorporate some concession, inducement or contribution that gives

value to the consumer. Incentive-type promotions are given to attract new tiers, to
reward loyal customers and to increase the repurchase rates of occasional users.

 Invitation: They include a distinct invitation to engage in the transaction now.

Major decisions in sales promotion:

In using sales promotion the following decisions are to be taken:

 Establish objectives

 Select the sales promotion tools

  Develop the program

 Pre-test the program

 Implement and control the program

 Evaluate the results

Impact of Brand Endorsement on promotion

Research on image built through endorsement of celebrities show that there are three aspects
that influence a consumer’s attitude of a brand

These are:

Attractiveness

Trustworthiness

Expertise
Technologies provided by Solitaire Infosys

Sr. no Technologies

1 Computer Basic Fundamentals

2 C,C++

3 PHP

4 JAVA

5 Dot Net

6 Android

7 Networking

8 Embedded

9 BBA / MBA all Modules

 Data Analysis and Interpretation

1) Through which media respondents came to know about Solitaire Infosys.

50

45

40

35

30

25

20

15

10

0
Print Media Friends / Relatives Others

Inference: 33% respondents came to know through print media, 47% respondents came to
know through friends / relatives, 20%respondents came to know through others.

From this it is clear that most of the respondents came to know about Solitaire Infosys
through friends / relatives.
2) The features that attract Solitaire Infosys Services

40

35

30

25

20

15

10

0
Affordable Brand World wide Network Best Quality

Inference: 14% respondents are attracted towards affordable Services.35%respondents are

attracted towards Solitaire Infosys best quality network.30% respondents are attracted
towards widest Network.21% respondents are attracted towards Solitaire Infosys brand
loyalty.
3) The ratings the respondents gave for Solitaire Infosys services.

50

45

40

35

30

25

20

15

10

0
Excellent Good Satisfactory Poor

Inference:

43% respondents rated an excellent.

35% respondents rated as good.

22% respondents rated satisfactory.

 4) The age group of the respondents

60

50

40

30

20

10

0
15-25 26-35 36-45 46 and above 25

Inference: 31% respondents are in the age group of 15-25 years.51% respondents are in the
age group of 26-35 years.14% respondents are in the age group of 36-45 years.4%
respondents are in the age group of46and above-25 years.
5) Trainer allocated sufficient time for consultation

50

45

40

35

30

25

20

15

10

0
Strontly Staisfied Satisfied Neutral Dissatisfied

Inference: Majorities of the respondents were strongly satisfied with the trainers who
allocate respondents for the consultation. Similar 40 % of the respondents were satisfied
with the trainers who allocate respondents for the consultation. Likewise 13% of the
respondents gave neutral answer. So from the following data it can be said that most of the
respondents were satisfied with the trainers for the consultation of their training activities
and learning.
6) Trainer allocated sufficient time for consultation

Inference: Majorities of the respondents i.e. 55.7 were strongly satisfied with the trainers
who allocate respondents for the consultation. Similarly 40.2 % of the respondents were
satisfied with the trainers who allocate respondents for the consultation. Likewise 4.1 % of
the respondents gave neutral answer. So from the following data it can be said that most of
the respondents were satisfied with the trainers for the consultation of their training activities
and learning.
7) The timing of class was suitable

Inference:Majorities of the respondents i.e. 48.1 % are satisfied with the timing of classes of
SOLITAIRE INFOSYS likewise 42 % were strongly satisfied with SOLITAIRE INFOSYS
class timing. Similarly 1.9 % were neutral about the timing of the class whereas only 2%
were dissatisfied with the timing of the class. From the above data it can be said that the
timing of the class for training as scheduled by SOLITAIRE INFOSYS is satisfactory.
8) Trainers were always ready to respond to my request for assistance

Inference: Majorities of the respondents i.e. 53.6 % were strongly satisfied with the trainers
that the trainer of SOLITAIRE INFOSYS were always ready to respond to trainees for any
request for assistance. Similarly 42.6 % and 3.8 % were satisfied and neutral with the trainers
about the readiness of the trainers to respond to trainees for any request for assistance. So
from the data it can be said that majority were strongly satisfied and satisfied with the trainers
for any request for assistance.
9) When trainer promised to do something by certain time, they did so

Inference: Majorities of the respondents i.e. 46.9 % of the respondents were strongly
satisfied with the trainers that when they promise to do something by certain time and they do
so. Similarly, only 0.9 % were strongly satisfied with the trainer in this regard. Likewise 46.1
% and 6.1 % were satisfied and neutral with the trainer. So from the above data it can be
stated that majority of the trainees are strongly satisfied and satisfied from the trainers saying
that when the trainers promise to do something by certain time they do so.
10) The class size helped the class to be more interactive. (Physical infrastructure)

Inference: majorities of the respondents i.e. 56.9 % were strongly satisfied with the class size
of SOLITAIRE INFOSYS whereas only 4.4 were neutral in respect to the class size of
SOLITAIRE INFOSYS. Similarly 38.8% were satisfied with the class size of SOLITAIRE
INFOSYS. So from the above data it can be said that majority of the trainees were satisfied
with the class size of SOLITAIRE INFOSYS which helped trainees to become more
interactive.
11) The proportion between theory and practice was appropriate.

Inference: Majorities of the respondents i.e. 45.2 % were satisfied with the amount of theory
and practice ratio delivered during the training program where as only 0.9 % were
dissatisfied. Similarly 48.8 % and 13.1 % were strongly satisfied and neutral respectively
about the proportion between theory and practice. From the following data it can be revealed
that majority of the respondents were satisfied and strongly satisfied with SOLITAIRE
INFOSYS training in regards to the proportion between theory and practice.
12) SOLITAIRE INFOSYS has a professional Image

Inference: Majorities of the respondents i.e. 68.2 % reported to be strongly satisfied with
SOLITAIRE INFOSYS’s professional image, whereas only 2.3 % reported to be neutral in
this matter. Similarly 29.4 % of the respondents reported to be satisfied with SOLITAIRE
INFOSYS’s professional Image. So from the above data it can be stated that SOLITAIRE
INFOSYS has a professional image.
13) It is easy to contact SOLITAIRE INFOSYS

Inference: Majorities of the respondents i.e. 50.7 % reported that it was easy to contact
SOLITAIRE INFOSYS, whereas only 1.7 % was dissatisfied in this regard. Likewise 39.4 %
were satisfied and remaining 8.2 % were neutral in this issue. So from the above data it can
be said that it is easy to contact SOLITAIRE INFOSYS.
14) Overall, I am satisfied with SOLITAIRE INFOSYS.

Inference: Majorities of the respondent’s i.e.61.2 % were strongly satisfied with

SOLITAIRE INFOSYS whereas only 1.7% was neutral with SOLITAIRE INFOSYS.
Likewise 37 % were satisfied with SOLITAIRE INFOSYS. So from the above data it can be
stated that majority of the respondents were strongly satisfied and satisfied with SOLITAIRE
INFOSYS
15)For Employee performance is the training need analyzed in your organization

Employee performance

7.2%

Agree
Disagree

22.8%

INTERPRETATION: Regarding employee performance, 22.4% of employeesare satisfied

whereas 7.2% of employees are not satisfied. It means that most of the employees get
affected from this evaluation.

46
 16)Are you satisfied with the Training method adopted by your organization to train
the employees?

Training method

8.1%

Agree
Disagree

21.9%

INTERPRETATION: Regarding Classroom method, 21.9% of the employeesare satisfied

whereas 8.7% of the employees are not satisfied. It means most of the employees get affected
but some of the employees want training and development programmes to train employees.

47
 17)Effectiveness of training program in your Organization is evaluated by observing
the post training performance of employees.

Effectiveness of Training program

9.6%

Agree
Disagree

24.4%

INTERPRETATION: Regarding effectiveness of training program, 24.4% ofthe employees

are satisfied whereas 9.6% of the employees are not satisfied. It means that some of the
employees want that evaluation of effectiveness of training program should be done with
some other method.
18) Are you satisfied with the mentor system followed for career progression?

Mentor system

4.8%

Agree
Disagree

25.2%

INTERPRETATION:Regarding mentor system followed for career

progression, 25.2% of the employees get benefited and only 4.8% of the
employees are exempted.

51
 19)Are you satisfied with the competence analysis and feedback from manager?

Competence analysis and feedback

6.6%

Agree
Disagree

23.4%

INTERPRETATION: Regarding competence analysis and feedback frommanager 23.4% of the

employees are satisfied whereas 6.6% are not satisfied. It means that some of the employees
want feedback from other source.
20) Are you satisfied with the privilege leave provided to you?

Privilege leave

5.1%

Agree
Disagree

24.9%

INTERPRETATION: Regarding privilege leave provided to employees, 24.9%

of the employees are satisfied whereas 5.1% of the employees are not satisfied.
Feedbacks from Students towards Solitaire Infosys
Feedbacks from Clients towards Solitaire Infosys
Students Placements by Solitaire Infosys
Company Designation

PIET Computer Teacher

BalrajSingla Assistant Professor(Computer)

Findings, Conclusion and recommendation

Trainee’s perceptions towards SOLITAIRE INFOSYS trainings

Fromthen narrative in query ofthisstudyitcanbesaidthattrainingprogramsofSOLITAIRE

INFOSYSissatisfactory. All the participants were satisfied from the training programs
conducted by SOLITAIRE INFOSYS. Participants were also satisfied with the teaching
methodology and the timing of trainings of SOLITAIRE INFOSYS i.e. from 9:00AMto6
PM.SimilarlycommonunderstandingsofourparticipantswerethatSOLITAIRE INFOSYSconducts
training in an interactive way respecting the dignity of the participants. It was also clear that
our participants were satisfied with the training, the training environment, class size,
physical in Fra structure ofSOLITAIRE
INFOSYSandalsothetrainingresourcesandmaterialsprovidedto them. In addition, our
participants were also satisfied with the constructive and developmental feedback provided by
the trainers during trainingsession.

From the above narrative inquiry our participants were also satisfied with the enthusiasm and
knowledge level of SOLITAIRE INFOSYS trainers. The common understanding of our
participants was that SOLITAIRE INFOSYS trainer several wayseverreadytorespond to any
quires oftheparticipants. Similarly ourparticipants enjoyed the group work provided by
SOLITAIRE INFOSYS trainers and also said SOLITAIRE INFOSYS have excellent training
quality with gender access and equity. From the above narrative inquiry it can be state that
SOLITAIRE INFOSYS training is excellent and trainees were satisfiedtoo.
Conclusion and Recommendations

Trainee’s satisfaction is always vital for any training institute and SOLITAIRE INFOSYS is no
exception. Trainee’s satisfaction is one of the measures to identify the quality of training
delivery by training institute. Fromthestudy itcanbeconcludedSOLITAIRE
INFOSYStrainingisreputableand excellent. From the qualitative study in respect to understand
SOLITAIRE INFOSYS trainees’ perception, it was found that most of the participants were
satisfied with the trainings provided by SOLITAIRE INFOSYS. It can be said that every
participantenjoyedthetrainingandalsoexpressedthatthetrainingwasrelevanttothem. Participantswere
satisfied and happy with the overall aspects of SOLITAIRE INFOSYS including the learning
environment, resources and the capability of SOLITAIRE INFOSYS trainers.

Likewise from the study it was understood that SOLITAIRE INFOSYS training mostly used
the skill/concept card forthetrainings.
Solitairecanbestatedthatthetrainingsarelimitedtotheskill/concept cards.Although new
skill/concept cards are being developed continuously, but some skill/concept cards were
publishedoversotimelyrevisionofthesecardsarenecessary.Similarly mostofthe group works and
activities that are repeated in most of the training programs.
 QUESTIONNAIRE FOR
TRAINEES’SATISFACTIONTOWARDSTRAININGSERVICES

APARALLELMIXED METHODAPPROACH

S.N Questions 1 2 3 4 5
Oo.
1. Trainers allocated sufficient time for class

2. Teaching methodology was appropriate.

3. Consultation
The timing of class was suitable.

4. The trainers respected the rule of

confidentiality when I disclosed information
to them.
5. Trainers were always ready to respond to
my request for assistance.
6. Trainers created comfortable learning
environment.
7. When trainer promised to do something by
certain time, they did so
8. WhenIhadaproblem,trainershowedasincerei
nterest in solving it.

Design, delivery and assessment

9. The Instructional resources were adequately

provided by the Trainer.
10.
The course provided by SOLITAIRE
INFOSYS was relevant.
11. Trainers had the knowledge to answer my
questions relating to the course content.
12.
The trainers dealt with me in a courteous
manner.
13. The trainers demonstrated the ability to
speak clearly and appropriate volume.
14. The trainers provided feedback about my
performance.

Class size

15 The class size helped the class to be more

interactive. (Physical infrastructure)
16 The group size helped the trainees to
understand better.

Programme Issues

17 The proportion between theory and

practice was appropriate.
18 SOLITAIRE INFOSYS runs excellent
quality programs.

Reputation

19 The training programmerun by the institute is

reputable.
20 SOLITAIRE INFOSYS has a professional
Image

Access

21. SOLITAIRE INFOSYS administration staffs

communicate well with trainees.
22. It is easy to contact SOLITAIRE INFOSYS.

23. SOLITAIRE INFOSYS has ensured gender

access and equity.
24. Overall, I am satisfied with SOLITAIRE
INFOSYS.

Recommendations

25. Would you recommend SOLITAIRE INFOSYS’s training orSOLITAIRE INFOSYS?

a. Definitely recommend
b. Probably recommend
c. Notsure
d. Probably not recommend
e. Definitely not recommend

Semi structured Interview Questions (Interview Schedule)

Training satisfaction towards training services: a parallel mixed method approach

1. Which training have you taken fromSOLITAIRE INFOSYS?

2. Can you say your current professionalstatus?
3. How do you feel the training of SOLITAIRE INFOSYS? Please describe your
experience of training on the basis of academic aspect that you have gained from
SOLITAIRE INFOSYStraining?
4. Please share your feelings on design, delivery and assessment taken by trainers of
SOLITAIRE INFOSYS during trainingperiod.
5. Please share you’re felling in respect to training venue and group size during training
programme.
6. HowweretheproportionoftheoryandpracticegivenbytrainersofSOLITAIRE
INFOSYSduringtraining programme?
7. How is your feeling about training programme run bySOLITAIRE INFOSYS?
8. Share some of your experience with SOLITAIRE INFOSYS administration staff that
you haven counter.
9. Would you recommend SOLITAIRE INFOSYS training or SOLITAIRE
INFOSYS?Why?