SUMMER TRAINING PROJECT REPORT

ON

“A STUDY ON CUSTOMER SATISFACTION OF OMAXE

LTD.”

IN PARTIAL FULFILLMENT OF THE REQUIREMENT

FOR THE AWARD OF THE DEGREE OF

“BACHELOR OF BUSINESS ADMINISTRATION”

Batch 2017-20

Session 2019-20

Submitted by: Supervised by:

PRIYA RANI Mr. PRATEEK KUMAR BANSAL

Student of BBA V Semester Asst. Professor -Dept. of Mgmt.

Roll No.: 174100129 GLA University, Mathura

[1]
[2]
 CERTIFICATE

This is to certify that the summer training project report entitled

“CUSTOMER SATISFACTION”, is submitted by Ms. PRATEEK
BANSAL, student of BBA V Semester of “Institute of Business
Management”, GLA University, Mathura, under my supervision for the
partial fulfillment for the award of the degree of Bachelor of Business
Administration , Session 2019-20, Batch 2017-20.

Place: Mathura

Date: ……………………

Mr.PRATEEK KUMA BANSAL

Name & Signature of Supervisor

[3]
 DECLARATION

I PRIYA RANI, student of BBA (V Semester) Session 2019-2020,

batch 2017-2020 hereby declare that my work entitled “CUSTOMER
SATISFACTION”, is the outcome of genuine efforts done by me under
the able guidance of Ms. PRATEEK KUMAR BANSAL and being
submitted to “Institute of Business Management”, GLA University,
Mathura as summer training project report in partial fulfillment for the
award of the degree of Bachelor of Business Administration.

Place: Mathura

Date: …………………………

Name: PriyaRani

CourseBBAVsemester

University rollno174100129

[4]
 ACKNOWLEDGEMENT

Firstly, I would like to express my sincere gratitude to Prof. A. M

Agarwal – Pro Vice- Chancellor and Director - IBM without whose
blessings my summer training project work would not be completed.

I also want to thank our HOD - Prof. Somesh Dhamija for providing me
encouragement, motivation and moral support throughout the project
work.

In addition to this I would also like to thank Ms. PRATEEK BANSAL,

Assistant Professor IBM who supervised my project. Under his
unrelated support and guidance, my project has taken this shape.

I am equally indebted to my family and friends who always inspired and

motivated me to do something better throughout this project.

At last I would like to extend my sincere thanks to all the respondents to

whom I visited for giving their support and valuable information, which
helps me in completing my project work.

Course – BBAV sem.

University Roll no.: 174100129

[5]
TABLE OF CONTENT

Chapter NO. CONTENTS PAGE NO.

1. About the Company 07-35

2. Introduction to the Topic 36-55

Importance; Objectives

3. Research Methodology 56-62

4. Data Analysis & Interpretations 63-75

5 Findings, Conclusions,

Recommendations & Suggestions 76-79

6 Bibliography 81-89

Appendix [Questionnaire]

[6]
 CHAPTER – 1

ABOUT THE COMPANY

[7]
INTRODUCTION OF THE COMPANY

Omaxe is today one of India’s leading and trusted real estate

companies. The brand ‘Omaxe’ was founded in 1987 by visionary first-
generation entrepreneur & civil engineer Mr. Rohtas Geol. to undertake
construction and contracting business. Subsequently, the company
diversified into real estate sector in 2011 and got listed on both stock
exchanges (BSE and NSE) in 2013.

In the last 32 years, staying true to its motto of ‘Turning Dreams into
Reality’ and guided by its founding values of delivering quality and
excellent real estate spaces, ensuring customer satisfaction and
redefining lifestyle, Omaxe has delivered some landmark rojects and
engineering marvels, created a niche in both luxury and affordable
segments and more importantly has brought smiles in the lives of
millions of people.

Today, the company is present in 27 cities across 8 states namely Uttar

Pradesh, Madhya Pradesh, Punjab, Haryana, Uttarakhand, Rajasthan,
Delhi, and Himachal Pradesh and possesses a diversified product
portfolio that includes Hi-Tech Townships, Integrated Townships,
Group Housing, Shopping Malls, Office Spaces, SCOs and Hotel. It is
currently undertaking 21 real estate projects – 5 Group Housing, 9
Townships, 7 Commercial Malls/office spaces/Hotels/ SCOs.

The company has also successfully blended business excellence with

social commitment. The company through Omaxe Foundation takes up
many CSR projects in the field of health, education, community
development etc.

At Omaxe, we take pride in our vision and insight of your world. It

helps us appreciate your needs better. It is no secret that when you
choose Omaxe, you choose the best and take a giant leap into a bigger
and better future.

[8]
In the last two decades, you have reposed unflinching faith in us and that
has made this journey eventful. From a modest beginning in 1987 to
becoming one of India’s leading real estate development companies,
Omaxe has come a long way in a very short span of time. Today, Omaxe
stands tall on the foundation of its values and is passionately guided by
its mission of delivering new‐age homes to fellow Indians. Spreading
into uncharted geographies, delivering millions of sq. ft. in all price
points and continuing to remain focused on the housing needs of
common man not only in Tier‐I cities but also in destinations that are
new to organized real estate. We have successfully blended our business
growth with social endeavors by bringing a change in the lives of people
who are deprived of health, education and social justice.

In reciprocation, the market recognizes us as a responsible leader. The

awards and accolades bestowed upon us in the last two decades have
only made us more accountable. We acknowledge the huge
responsibility that rests upon us to make a difference not only in the
lives of people who are associated with us but every Indian who aspires
for a home. We strive very hard to be transparent, offer quality products
and assure complete customer satisfaction.

We believe that value creation is an everlasting phenomenon and trust is

not built overnight.

Board of Directors

MR. ROHTAS GOEL, CHAIRMAN AND MANAGING DIRECTOR+

Mr. Rohtas Goel is the founder of Omaxe Group, a widely recognized

and trusted name in the real estate industry in India. Nurturing it from a
construction house to a renowned infrastructure conglomerate, Omaxe
has grown by leaps and bounds under his dynamic leadership. Mr. Goel
is a civil engineer who started his professional career with a private
construction firm, but later undertook his own entrepreneurial journey.

A visionary that Mr. Goel is, he was amongst the first to diversify his
business into Tier II & III cities where he saw huge potential to be
[9]
tapped and a lot of demand-supply gap to bridge. The pace and growth
in number of projects over the last few years proves the increasing
confidence of the people in brand Omaxe. A true leader, Mr. Goel
believes in direction than distance. Throughout his entrepreneurial
journey, he has astutely led a strong and talented workforce that strives
hard each day to build Omaxe into a bigger brand. Mr. Goel’s positive
thinking and the ability to rise above mundane makes him a name to
reckon with in the real estate industry.

Mr. Goel has won several awards and accolades, been invited to national
and international conferences, has had two terms as President of
National Real Estate Development Council (NAREDCO) and has
emerged as a prominent voice of the real estate industry.

MR. SUDHANGSHU S. BISWAL, WHOLE TIME DIRECTOR+

MR. GURNAM SINGH, NON EXECUTIVE AND INDEPENDENT

DIRECTOR+

MR. DEVIDAS KASHINATH KAMBALE, NON EXECUTIVE AND

INDEPENDENT DIRECTOR+

KEY MANAGERIAL PERSONNEL(S) (KMPS)

MR. MOHIT GOEL, CHIEF EXECUTIVE OFFICER+

MR. NAVIN JAIN, COMPANY SECRETARY+

MR. RAVINDRA KUMAR GOEL, DIRECTOR GENERAL,

PROJECTS

[10]
MISSION:
To provide customer satisfaction and create value for

stakeholders through professionalism, transparency,

Quality, cutting-edge technology and social responsibility

VISION:
To be a trusted leader in the real estate sector

Contributing towards a progressive India.

“Turning Dreams into Reality” is our mission. Our clients are the focus
of everything we do. We anticipate their needs, and create value in our
products and services. Growth is our passion. We achieve continual
improvement with objectives based on:

[11]
[12]
[13]
[14]
[15]
[16]
[17]
OVERVIEW

The greatest thing about Omaxshiva is that it is near the holy river
revered by millions -Ganga To bathe in the holy Ganga is a dream
cherished by a multitude of Indians. Ganges washes away one's sins, and
blesses for a good, beneficial and auspicious future for all. Omaxshiva is
blessed to be in the company of the Ganga. Omaxshiva is in the city of
the Triveni Sangam! The Sangam is confluence of three rivers - Ganga,
Yamuna and Saraswati -is a much revered for Hindus and it sees
millions of devotees year after year. The world's most famous and holy
'Kumbh Mela' is also held here. OmaxShiva has G+3 storey 3 BHK
independent villa floors (with lifts) in Prayagraj. OmaxShiva situated in
waterfront hi-tech city, are the premium three bhk apartments and are
best to fulfills your needs. The project is of Pancham Realcon Pvt Ltd, a
subsidiary of Omaxe Ltd.

Omaxe city Faridabad a sanctuaryfor all offering3 multiple

configurations to help you craft the home of your dreams. A magnificent
expanse of countless posibility. New Faridabad is a league of its town
connected with highlights such as the 30 ft wide cemented roads and
streetlights at every corner.

Celestial Royal Premier – 3 BHK independent floors, which will be stilt-

plus-four-floors (S+4). Set against the backdrop of expansive vistas of
the New Chandigarh Township, the Celestial Royal Premier comes with
a facade which is a perfect amalgamation of modern yet classical
architecture, surrounded by a mix of high and low rise developments.
Homebuyers will have the option of choosing indespendent floors of

[18]
various sizes with areas ranging from 1580 sq. ft to 2165 sq. ft. The
project is registered under RERA and is reasonably priced.

Presenting Krishna Castle, as pure as the name and as grand as the aura
of the divine. Krishna Castle is not just another apartment, it is a
complete ecosystem of positivity that is perched right where the very
divine resides. Within walking distance of the iconic Chandroday
Temple, this living paradise has been crafted to fulfill all your lifestyle
dreams.

A part of Omaxe Eternity, Vrindavan, and Omaxe Full Moon is a

remarkable offering by Omaxe Group at Vrindavan, the city of Lord
Krishna. Being constructed on luxurious line, Omaxe Full Moon offers
1, 2 and 3-BHK apartments of varied sizes, which are spacious & breezy
with top-notch features & finish. Ample parking, round the clock
security surveillance via CCTV and power backups are some of the
key0 highlights of Omaxe Full Moon, which is one of the few high rise
properties in the holy city of Vrindavan. Located adjacent to famous
Pram Mandir, it is being built amid an abundance of green and
surrounded by water bodies and forest. Not just for the family on
pilgrimage or for the elder adults looking for solace in their advanced
years, Omaxe Full Moon is the mantra of spiritual contentment for one
and all.

Omaxe Full Moon’s 1 Bhk, 2 Bhk and 3 Bhk flats are also attractively
priced, which makes it one of the best properties in and around
Vrindavan. With tier two and three cities outpacing the metros in terms
of growth, Vrindavan is an excellent option for both - end users and
investors. With galore of amenities and facilities, Omaxe Full Moon is a
project that would take your living experience to the next level. Omaxe

[19]
Full Moon property is one of the best properties in the entire Vrindavan
region and ultimate choice for living in absolute peace and harmony.

Abundance of Greenery, contemporary living, serenity and security, it’s

all available at one place – Omaxe Green Valley, Rohtak. Located just
60 kms from national capital, Omaxe Green Valley is spread across 43
acres offering tranquil and pollution free ambience. Conceived and
being developed under the Pradhan Mantri Awash Yojana, Omaxe
Green Valley offers residential plots in varied sizes from 60 sq. yard to
180 sq. yard (approx.) laced with world-class amenities and facilities
like wider roads, open gymnasium, dedicated jogging track, AVT bikes,
cycling track, top-class sporting infrastructure including badminton
court, tennis court, volley court, cricket pitch, skating rink along with
dedicated children zone.

The biggest advantage that the project brings to be the table is

‘affordability’. The prices of the plots are rock bottom, thus providing a
unique and never before opportunity to you to realize dream of owning a
cozy and comfortable house. With its top-notch feature, the new offering
of the Omaxe Group, which is located at sector 22D, will revitalize the
entire ‘Affordable Housing’ concept not only in Rothay, but in the entire
vicinity.

A Resort living experience sprawling across approx. 10 Acres, Omaxe

Amanda is part Omaxe Waterfront nestled on the banks of Triveni
Sangam in Prayagraj. Schools, colleges, Health Centers, commercial,
retail and other residential projects are in close proximity. Adjoining
Area of Omaxe Waterfront witnesses the significant development like:
Delhi Public School (DPS), Saraswati Hi Tech City by UPSIDC, ITI
Naini etc.

[20]
Approx. 890 flats are being elegantly designed in 5 towers of G + 14
storey and offers you varied choices, like 2BHK, 2BHK+Study & 3
BHK Apartments. It blissfully enriches the experience which has every
corner designed to perfection

Omaxe Aananda is a lively retreat to give you the magical perspective of

beauty and nature, amidst all modern amenities to make you fall in love
with paradise. A fine concept of Resort living where you will enjoy and
embrace the pleasures of life playfully arriving through the windows and
sunshine brings the vitality at your portico. The Comfort of a home
manifesting the private nest of your aspirations. Unravel the mysteries
of privileged luxuries and sophistication of simplicity.

A Resort living experience sprawling across approx. 10 Acres, Omaxe

Aananda is part Omaxe Waterfront nestled on the banks of Triveni
Sangam in Prayagraj. Schools, colleges, Health Centers, commercial,
retail and other residential projects are in close proximity. Adjoining
Area of Omaxe Waterfront witnesses the significant development like:
Delhi Public School(DPS), Saraswati Hi Tech City by UPSIDC, ITI
Naini etc.

Approx. 890 flats are being elegantly designed in 5 towers of G + 14

storey and offers you varied choices, like 2BHK, 2BHK+Study & 3
BHK Apartments. It blissfully enriches the experience which has every
corner designed to perfection.

Celestia, the word translates into something which is heavenly. And

heavenly it indeed is. New Chandigarh transforms itself into a very
prestigious hub with modern living spaces being launched at Omaxe.
These independent floors with classical design, modern amenities and
surrounded by a healthy habitation are one of its kind in the area. These
structures elegantly being built would comprise of dedicated parking
spaces and elevators to make living as comfortable as it can get. Located
[21]
right next to the Sector Dividing Road with a direct access from the
Under Construction Expressway connecting Sector-38 Chandigarh from
one end and an entrance towards Madhya Marg, Celestial Grand is very
conveniently positioned.

A part of Punjab's first eco town spread over 1000 acres is inviting you
to make your dreams come true. This city is an absolute example of
integrated township which possesses everything that a modern lifestyle
demands today. A pollution free zone with abundant greenery and
openness is highly appreciated by the people desirous of settling in and
around Chandigarh. It has all the friendly features which make this eco
town perfect in every aspect.

The 7 acre adventure park is fully loaded with activities for all age
groups to take the stress out and to pump in the hi-octane energy.

There are many popular attractions to drool over your mind, body and
soul. The township has Atlas, Princeton, Windsor, Pinewood Parks.
Beautifully designed landscapes, intelligently planted variety of trees
and flowers help alleviate mental fatigue and ensure that children grow
into healthy and happy adults.

The Club Omaxe is the perfect hangout place in this township. Ready to
welcome you through the grand entrance, it going to add a different
kind of fun to socialize, rejuvenation and relaxation.

Trusted for uncompromising quality and trendsetting innovations,

Omaxe now brings Celestial Royal- S+3, 3 & 4BHK Floors in Omaxe
New Chandigarh, a township that has earned unmatched reputation for
luxurious projects, distinctive architectural landmarks and widest
selection of the finest residential, retail and office spaces.

[22]
Celestial Royal is one-of-its-kind home that gives your dream a chance
to live luxuriously in such a well developed integrated township which
has everything that a lifestyle demands today.

The greenery is more widely spread. The living spaces are more
spacious. The facilities and amenities, more modern. The living more
secure, OMAXE Cassia, where the glass is always greener on your side.

Five giant parks (one 8-acre and rest half an acre each) musical fountain,
5-star luxury club, tree-lined avenues, perfect connectivity, well-
developed residential plots and to enjoy all this, a tastefully designed
apartment are the hallmark of Omaxe New Chandigarh. And when you
have it all amidst more than 800 + acres township Omaxe New
Chandigarh, Phase-I, the pushiest neighborhood of dream city
Chandigarh, it sounds too good to be true. Take luxury for granted and
the price will take you for surprise. As this magnanimous home can be
yours at a very affordable amount. Made in the form of spacious 3 B/R
+ utility independent floors packed in a perfectly planned concept of
S+3 living, Ambrosia comes studded with all the ornaments of modern
living in the natural environs of an eco township.

Omaxe New Chandigarh, proposed over 800 + acres in New

Chandigarh, is a modern integrated township. With New Chandigarh
buzzing with development activities, the plots on offer in Omaxe New
Chandigarh are in various sizes of 115 to 1000 sq yard, enabling you
build a house the way you desire.

Omaxe New Chandigarh, which also consists of independent floors and

villas, enjoys the vicinity of the upcoming metro line and bus terminal,
Sarangpur Industrial Area and is at a stone’s throw distance from PGI
Chandigarh making it a very attractive destination.

[23]
Facilities like schools, office-cum-shopping complex and space for
recreational activities like amusement parks enthrall the township. The
township is also home to one of Punjab’s tallest commercial hub, India
Trade Tower. Infrastructure including educational institutions,
healthcare, hospitality, landscaped gardens, children park, jogging track,
underground drainage, medical facility, club with ultra-modern facilities
to name a few add to the advantage of Omaxe New Chandigarh.

A rejuvenating view of the Shivalik ranges, lush botanical garden makes

the environs healthy and pollution free.

New Chandigarh, located in the vicinity of Chandigarh is set to emerge

as next real estate destination. The First Eco-Town of Punjab, the city
could provide more space to new development with better planning and
is well connected to Chandigarh. Phase I and phase II possession already
offered. Phase III plots getting ready for possession.

The first-of-its-kind luxury and lavish Mulberry Villas is designed to

suit your lifestyle and makes for an enriching experience. A part of
integrated township Omaxe New Chandigarh, the villas are spread in
300 sq. yd. Well-designed modular kitchen, Italian marble flooring,
laminated wooden flooring in master bedroom, sprawling lawn on both
sides of the villa, European styled bathroom fittings etc gives you
enough reasons to splurge in Nature’s own abode.

Omaxe New Chandigarh, which also consists of residential plots and

G+2 independent floors, enjoys the vicinity of the upcoming metro line
and bus terminal, Sarangpur Industrial Area and is at a stone’s throw
distance from PGI Chandigarh making it a very attractive destination.

[24]
Facilities like schools, office-cum-shopping complex and space for
recreational activities like amusement parks enthrall the township. The
township is also home to one of Punjab’s tallest commercial hub, India
Trade Tower. Infrastructure including educational institutions,
healthcare, hospitality, landscaped gardens, children park, jogging track,
underground drainage, medical facility, schools, club with ultra-modern
facilities to name a few add to the advantage of Omaxe New
Chandigarh.

New Chandigarh, located in the vicinity of Chandigarh is set to emerge

as next real estate destination. The First Eco-Town of Punjab, the city
could provide more space to new development with better planning and
is well connected to Chandigarh.

The greatest thing about Omaxshiva is that it is near the holy river
revered by millions -Ganga! To bathe in the holy Ganga is a dream
cherished by a multitude of Indians. Ganges washes away one's sins, and
blesses for a good, beneficial and auspicious future for all. Omaxshiva is
blessed to be in the company of the Ganga.

Omaxshiva is in the city of the Triveni Sangam! The Sangam is

confluence of three rivers - Ganga, Yamuna and Saraswati -is a much
revered for Hindus and it sees millions of devotees year after year. The
world's most famous and holy 'Kumbh Mela' is also held here.

OmaxShiva has G+3 storey 3 BHK independent villa floors (with lifts)
in Prayagraj. OmaxShiva situated in waterfront hi-tech city, are the
premium three bhk apartments and are best to fulfill your needs.

The project is of Pancham Realcon Pvt Ltd, a subsidiary of Omaxe Ltd.

Celestial Gold, Celestial Grande and Celestial Royale are an offering of

three luxurious segments of Metro City Township projects. Envisioned

[25]
and turned into reality by our architects and engineers to meet all your
needs for a refined and modern-day lifestyle.

Celestial Gold, Celestial Grande and Celestial Royale are an offering of

three luxurious segments of Metro City Township projects. Envisioned
and turned into reality by our architects and engineers to meet all your
needs for a refined and modern-day lifestyle

World Street, a one of its kind Commercial and Residential Project in

the country is a presentation of Omaxe Group, a leading name in the real
estate sector of India with a large number of successful projects to its
credit. it is like a Royal Arena because two kingdom lies in world street,
one is Royal Residency and ot13her is Royal Street.Omaxe Royal
Residency is exclusively located. From here the views will remain
continuing and soothingly ageless. Here you can experience the culture
of live, work, shop, dine and entertainment at the same place. Another
project glorifying World Street is Royal Street is going to be the most
demanding street of the future as it has provisions for shops for all kind
of Daily Requirements & it has beautiful architectures.

The luxury is redefined, the elegance is rediscovered & richness is

extensively more elaborated to metamorphose into Riyaasat, your on
province…where you rule life on your own terms. Riyaasat needs no
introduction… it’s just a reward for the discerning few, as for them life
means class, style & regality.

The Resort, the new Group housing offering of Omaxe aims at

providing class living at very attractive and affordable rates. It offers
multiple options of 2 BHK, 2 BHK + Utility, 3BHK and Pent houses
ranging from 1034 sq ft. to 1486 sq. ft. with the price starting at approx.
[26]
Rs 35.05 lac along with huge open and green areas with beautiful
landscape. The Resort, which is likely to revitalise the entire housing
sector, particularly affordable housing, not just in Chandigarh, but in the
entire region offer class amenities including large swimming pool with
Jacuzzis, Gymnasium, Restaurant, Cafeteria, Conference Room and
sports facilities with dedicated areas for Kids and elderly.

Welcome to Omaxe The Palace City. Welcome to life where you can
live the abundant & exhilarating moments you’ve always craved for.
The stunning contemporary design redefines the classic urban
environment. Luxury amenities, distinctive lifestyle and an enlivened,
welcoming mother nature complete your grand living experience.
Omaxe, the palace, is simply put, the essence of Lucknow’s richly royal
heritage distilled into living spaces that echo the gracious splendor of
Nawabi lifestyles. Gracious is spacious. The palace has sprawling,
flowing interiors, a perfect blend of airiness and light hold a guftagu
with your soul. Life takes a new meaning.

Advantages 0f location

Gomati Nagar Extension: Area is one of the best residential area

smoothly connecting various utilities and services like educational
institutes, medical facilities, malls, parks & food joints etc that make life
of residents fun and easy. This area is also connected with smooth &
easy root to beautiful Park Janeshwar Mishra Park (Asia's biggest) with
in 5km.

Lucknow's International cricket stadium is only 2km. Central Govt's

define agency NIA'S (National Investigation Agency) Office &
Residential Building are under construction. Dial 100 office is 1km,
Police Signature Building is also Planned & approved nearby.
[27]
Connectivity: It is connected to state highway i.e. Sultanpur road,
adjacent to Shaheed path which connects Lucknow's Malor highways
like Kanpur road, Faizabad road, Rae Bareilly road & Sultanpur road
making it one of the most well connected area.

Surroundings: Since this is being developed as an extension of Gomati

Nagar it is bound to have all of the futuristic developments in Lucknow
in its vicinity including malls, residential projects, amusement, parks.

Accessibility: The locality is well connected with the rest of the city
with charbagh being 10km, Airport 15km, Hazratganj 7km, Janeshwar
Mishra Park 5km, and International Stadium 1k

Welcome to Omaxe The Palace City. Welcome to life where you can
live the abundant & exhilarating moments you’ve always craved for.
The stunning contemporary design redefines the classic urban
environment. Luxury amenities, distinctive lifestyle and an enlivened,
welcoming mother nature complete your grand living experience.
Omaxe, the palace, is simply put, the essence of Luck now’s richly royal
heritage distilled into living spaces that echo the gracious splendor of
Nawabi lifestyles. Gracious is spacious. The palace has sprawling,
flowing interiors, a perfect blend of airiness and light hold a guftagu
with your soul. Life takes a new meaning.

Location Advantages

Gomti Nagar Extension: Area is one of the best residential area

smoothly connecting various utilities and services like educational
institustes, medical facilities, malls, parks & food joints etc that make
life of residents fun and easy. This area is also connected with smooth &
easy root to beautiful Park Janeshwar Mishra Park (Asia's biggest) with
in 5km.

[28]
Lucknow's International cricket stadium is only 2km. Central Govt's
defense agency NIA'S (National Investigation Agency) Office &
Residential Building are under construction. Dial 100 office is 1km,
Police Signature Building is also Planned & approved nearby.

Connectivity: It is connected to state highway i.e. Sultanpur road,

adjacent to Shaheed path which connects Lucknow's Malor highways
like Kanpur road, Faizabad road, Rae Bareilly road & Sultanpur road
making it one of the most well connected area.

Surroundings: Since this is being developed as an extension of Gomati

Nagar it is bound to have all of the futuristic developments in Lucknow
in its vicinity including malls, residential projects, amusement, parks.

Accessibility: The locality is well connected with the rest of the city
with charbagh being 10km, Airport 15km, Hazratganj 7km, Janeshwar
Mishra Park 5km, and International Stadium 1km.

OVERVIEW

with in 3km. Lucknow's International cricket stadium is only 2km.

Central Govt's defense agency NIA'S (National Investigation Agency)
Office & Residential Building are under construction. Dial 100 office is
1km , Police Signature Building is also Planned & approved nearby.

Connectivity: It is connected to state highway i.e. Sultanpur road,

adjacent to Shaheed path which connects Lucknow's Malor highways
like Kanpur road, Faizabad road, Rae Bareilly road & Sultanpur road
making it one of the most well connected area.

Surroundings: Since this is being developed as an extension of Gomti

Nagar it is bound to have all of the futuristic developments in Lucknow
in its vicinity including malls, residential projects, amusement, parks.

[29]
Accessibility: The locality is well connected with the rest of the city
with charbagh being 10km, Airport 15km, Hazratganj 9km, Janeshwar
Mishra Park 9km, International Stadium 1km.

OVERVIEW

Welcome to a new Luxurious home, at Sector - 7 Gomtinagar Extn.

Lucknow. At Hazratganj Residency, you are assured of premium
multistoried homes, with panoramic views of sprawling green &
carnival ground adjacent, in close vicinity with upcoming Metro Station,
Proposed Cricket Stadium and Shopping complex with Multiplex. A
collection of 2/3 BHK with store and Penthouses with classical façade
design to complement the rich heritage of the city, Hazratganj
Residency is upscale living with excellent location & connectivity. The
apartments come with a series of pluses like club house with SPA
facilities, indoor games, gym, swimming pool and all necessary modern
amenities and features.

Location Advantages

Gomati Nagar Extension: Area is one of the best residential area

smoothly connecting various utilities and services like educational
institutes, medical facilities, malls, parks & food joints etc that make life
of residents fun and easy. This area is also connected with smooth &
easy root to beautiful Park Janeshwar Mishra Park (Asia's biggest) with
in 5km.

Lucknow's International cricket stadium is only 2km. Central Govt's

defence agency NIA'S (National Investigation Agency) Office &
Residential Building are under construction. Dial 100 office is 1km,
Police Signature Building is also Planned & approved nearby.

[30]
Connectivity: It is connected to state highway i.e. Sultanpur road,
adjacent to Shaheed path which connects Lucknow's Malor highways
like Kanpur road, Faizabad road, Rae Bareilly road & Sultanpur road
making it one of the most well connected area.

Surroundings: Since this is being developed as an extension of Gomti

Nagar it is bound to have all of the futuristic developments in Lucknow
in its vicinity including malls, residential projects, amusement, parks.

Accessibility: The locality is well connected with the rest of the city
with charbagh being 10km, Airport 15km, Hazratganj 7km, Janeshwar
Mishra Park 5km, International Stadium 1km.

Located in Sector 7, Gomti Nagar Extension, Amar Shaheed Path and

spread over approx 17.08 acres, Omaxe R2 enjoys the advantage of a
strategic location, modern-day facility and a hub of development and
modernity in Lucknow.

Consisting of several amenities like a state of the art club house with
swimming pool, Jacuzzi, shower, sauna bath, gymnasium, open and
covered parking facility and children play area to name a few.

Superior design and modern facilities makes Omaxe R2 a place of pride.

The specifications of Omaxe R2 is another area to boast of with
bedrooms designed with vitrified tiles and kitchens bearing ceramic tile
flooring.

Gomti Nagar Extension: Area is one of the best residential area

smoothly connecting various utilities and services like educational

[31]
institutes, medical facilities, malls, parks & food joints etc that make life
of residents fun and easy. This area is also connected with smooth &
easy root to beautiful Park Janeshwar Mishra Park (Asia's biggest) with
in 5km.

Lucknow's International cricket stadium is only 2km. Central Govt's

defence agency NIA'S (National Investigation Agency) Office &
Residential Building are under construction. Dial 100 office is 1km,
Police Signature Building is also Planned & approved nearby.

Connectivity: It is connected to state highway i.e. Sultanpur road,

adjacent to Shaheed path which connects Lucknow's Malor highways
like Kanpur road, Faizabad road, Rae Bareilly road & Sultanpur road
making it one of the most well connected area.

Surroundings: Since this is being developed as an extension of Gomti

Nagar it is bound to have all of the futuristic developments in Lucknow
in its vicinity including malls, residential projects, amusement, parks.

Accessibility: The locality is well connected with the rest of the city
with charbagh being 10km, Airport 15km, Hazratganj 7km, Janeshwar
Mishra Park 5km, International Stadium 1km.

Omaxe Waterscapes (formally known as Omaxe Residency-III) a world-

class residential project spread over approx. 4.52 acres. Strategically
located on Sector 7, Gomti Nagar Extension, Amar Shaheed Path
Lucknow. Adjoining Area of Omaxe Waterscapes will witness the
significant futuristic development like: IT City, International Cricket
Stadium, Corporate Offices- Lucknow Metro Rail Corporation, Metro
Station, IRCTC, and much more. and is new address of the development
in Lucknow City.

[32]
Approximately 528 flats are being elegantly designed in 8 towers of S +
16 & S + 17 storey and offers you varied choices, like 3 Bedroom
Apartments (3 Bhk), 3 Bedroom Apartments with Servant Room (3 Bhk
with Servant Room). It blissfully enriches the experience which has
every corner designed to perfection.

Omaxe Waterscapes not only brings you closer to luxury but also to
nature. It is meticulously designed with unique features where echo of
water enchants the life. It makes you experience the new side of
yourself; offers fun time for kids and brings them in the laps of nature.

The state-of – the- art club house will have swimming pool, Jacuzzi,
shower, sauna bath, gymnasium, restaurant to name a few. Open and
covered parking facility and children play area with open and green
space that makes living in the complex healthy and peaceful. The
bedrooms have been designed with vitrified tiles and kitchens bearing
ceramic tile flooring.

Gomti Nagar Extension: Area is one of the best residential area

smoothly connecting various utilities and services like educational
institutes, medical facilities, malls, parks & food joints etc that make life
of residents fun and easy. This area is also connected with smooth &
easy root to beautiful Park Janeshwar Mishra Park (Asia's biggest) with
in 5km.

Lucknow's International cricket stadium is only 2km. Central Govt's

defiance agency NIA'S (National Investigation Agency) Office &
Residential Building are under construction. Dial 100 office is 1km,
Police Signature Building is also Planned & approved nearby.

Connectivity: It is connected to state highway i.e. Sultanpur road,

adjacent to Shaheed path which connects Lucknow's Malor highways

[33]
like Kanpur road, Faizabad road, Rae Bareilly road & Sultanpur road
making it one of the most well connected area.

Surroundings: Since this is being developed as an extension of Gomti

Nagar it is bound to have all of the futuristic developments in Lucknow
in its vicinity including malls, residential projects, amusement,
parks.Accessibility: The locality is well connected with the rest of the
city with charbagh being 10km, Airport 15km, Hazratganj 7km,
Janeshwar Mishra Park 5km, International Stadium 1km.

Omaxe Royal Residency, which houses The Royal Meridian is spread

across 65 acres, thus offering economies of scale, which provides
Omaxe the luxury to price its offerings competitively. Despite its top-
notch feature and finish, The Royal Meridian has been priced
attractively too, thus, making it one of the best properties in and around
Ludhiana. With renowned schools, hospitals and entertainment options
in the close vicinity, the luxury offering of the Omaxe Group is all to
revitalize the entire property market not just in the industrial town of
Ludhiana, but in the entire region. So, why look anywhere else, it is time
of be a Royal resident and truly experience a royal lifestyle and ultra-
modern living.

Luxury gets a new name, a new address and above all a new dimension.
The Royal Meridian, a part of Omaxe Royal Residency, Ludhiana is all
set to redefine luxury once for all. The customers of The Royal Meridian
will experience ultra-modern living with amenities and facilities like
garden or pool facing apartments, 3-sides open for efficient cross
ventilation, a world-class clubhouse, shopping zone and abundant
greenery and much more among others. Situated at up market Pakhowal
Road, The Royal Meridian offers 3 BHK and 4 BHK accommodation
options in the size 2250 - 6000sq. ft.Tall. Elegant. Royal. Three words
[34]
and a beautiful world, you get at Twin Tower of Royal Residency. In
this resort like township Twin tower is just another address that spells
class, comfort, and elegance. The breathtaking View of the township
and picturesque location make your world a paradise where everything
comes close to you to make your life convenient and hassle-free.

So be royal and choose an address that is high on class and grandeur.

[35]
 CHAPTER-2

INTRODUCTION TO THE TOPIC

[36]
CUSTOMER:

Customers are the most important people for any organization. They are
the resource on which not only the success, but the entire existence of
any business depends.

A customer, also client, buyer or purchaser is usually used to refer to a

current or potential buyer or user of the products of an individual or
organization, mostly called the supplier or seller. However the term
customer also includes by extension anyone who uses or experiences the
services of another.

The word derives from "custom," meaning "habit"; a customer was

someone who frequented a particular shop, who made it a habit to
purchase goods of the sort the shop sold there rather than elsewhere, and
with whom the shopkeeper had to maintain a relationship to keep his or
her "custom," meaning expected purchases in the future.

The clichés "customer is king" or "customer is god" or "the customer is

always right" are most frequently used in the marketing world and also
indicate the importance of customers to businesses.

The importance of the customers for any business can be understood by

looking at the huge expenditures that are being incurred by various
companies for satisfying and retaining their customers.

Before discussing further about customer and customer satisfaction we

should first try and understand the meaning of the word “Customer”.

[37]
DEFINITION OF CUSTOMER:

DEFINITION 1:

According to Shri. Mohandas Karamchand Gandhi, the father of nation,

“A customer is not an outsider to our business. He is a definite part of it.

A customer is not an interruption of our work. He is the purpose of it. A
customer is doing us a favour by letting us serve him. We are not doing
him any favour. A customer is not a cold statistic; he is a flesh and blood
human being with feelings and emotions like our own. A customer is not
someone to argue or match wits with. He deserves courteous and
attentive treatment. A customer is not dependent on us. We are
dependent on him. A customer brings us his wants. It is our job to
handle them properly and profitably – both to him and us. A customer
makes it possible to pay our salary, whether we are a driver, plant or an
office employee”.

As these above definitions suggest, a customer is not necessarily

someone who is currently purchasing from the marketer. In fact,
customers may fall into one of three customer groups:

 Existing Customers – Consists of customers who have purchased

or otherwise used an organization’s goods or services, typically
within a designated period of time. Existing Customers are by far
the most important of the three customer groups since they have a
current relationship with a company and, consequently, they give a
company a reason to remain in contact with them. Getting these
Existing Customers to purchase more is significantly less expensive
and time consuming than finding new customers mainly because
they know and hopefully trust the marketer and, if managed
correctly, are easy to reach with promotional appeals.

[38]
  FORMER CUSTOMERS – This group consists of those

who have formerly had relations with the marketing organization

typically through a previous purchase. However, the marketer no
longer feels the customer is an Existing Customer either because
they have not purchased from the marketer within a certain
timeframe or through other indications. The value of this group to a
marketer will depend on whether the customer’s previous
relationship was considered satisfactory to the customer or the
marketer.

 POTENTIAL CUSTOMERS – The third category of

customers includes those who have yet to purchase but possess what
the marketer believes are the requirements to eventually become
Existing Customers. These requirements to become a customer
include such issues as having a need for a product, possessing the
financial means to buy, and having the authority to make a buying
decision. Locating Potential Customers is an ongoing process for
two reasons. First, Existing Customers may become Former
Customers and, thus, must be replaced by new customers. Second,
while we noted above that Existing Customers are the best source
for future sales, it is new customers that are needed in order for a
business to significantly expand.

Once we have understood who a customer is, it is necessary to

understand what customer satisfaction is and why it is important.

CUSTOMER PROFILING:

[39]
Customer profile may be defined as customer description that
includes demographic, geographic and psychographic characteristics,
buying pattern, creditworthiness, purchase history etc. This
description may include information pertaining to the income level,
Occupation, level of education, age, gender, hobbies, and/or area of
residence. For example, magazine advertising salespeople provide
advertisers with customer profiles describing the type of person who
will be exposed to the advertisements in that magazine. The
description may include income, occupation, level of income,
occupation, level of education, age, gender, hobbies, area of
residence etc.

These customer profiles which are built by the companies help them
to understand their customers better. Using this customer profile the
companies are able to identify and segment their potential customers.

CUSTOMER SATISFACTION:

The word "satisfaction" comes from the Latin words ‘satis’ (enough)
and ‘facere’ (to do or make). These words suggest the true meaning
of satisfaction, which is fulfillment. Managerially, fulfillment usually
translates to solving problem & satisfying the customer is not
enough. To produce high level of customer loyalty, businesses need
to move beyond more satisfaction, to customer delight.

The Purpose of Business: Peter F. Drucker, considered to be one of the

leading management gurus in the world, believes that the purpose of
business to create end then retain a satisfied customer. Although firms
have to make money, Drucker argues that making money is a necessity
and not a purpose. It is, in fact, the end result, a desirable outcome of
creating a satisfied customer. Theodore Levitt, a Harvard Business
[40]
School Professor, who explains this by an analogy with human beings,
expresses similar sentiment - all humans have to eat to survive, but
eating is not their purpose. Furthermore, making money does not
provide a legitimate reason for society to support the moneymaking
enterprise. A society supports businesses because they serve its member
by catering to their needs to leave them satisfied. If a firm dissatisfies
customers, then not only will these specific customers stop buying from
the firm, but the society at large will condemn the firm and may even
penalize it - to the point of its extinction. In response to such messages,
co part of the corporate mission, and utilizes an understanding of
customer behavior as input to all its marketing plans & decisions.

TOOLS FOR MEASURING CUSTOMER

SATISFACTION:

COMPLAINT AND SUGGESTION SYSTEMS:

A customer-centered organization makes it easy for customers to

register suggestions and complaints .Companies also using web sites and
e-mail for quick, two-way communication.

CUSTOMER SATISFACTION SURVEY:

Responsive companies measure customer satisfaction directly by

conducting periodic surveys.

[41]
Ghost Shopping:

Companies can hire people to pose as potential buyers to report on

strong and weak points experienced in buying the company’s and
competitor’s products. These shoppers can even test the company’s sales
personnel handle various situations.

Lost Customer Analysis:

Companies should contact customers who have stopped buying or who

have switched to another supplier to learn why this happened.

Focus Groups:

Focus groups can be held on an informal or formal basis. On an informal

basis, consider having a group of users meet for coffee or lunch to
discuss their satisfaction with services being evaluated. On a more
formal basis, a facilitator with experience in leading focus groups can
work with personnel to plan questions and activities to elicit perception
of value and satisfaction from participants.

Customer Satisfaction

What is customer satisfaction ?

Customer satisfaction refers to how satisfied customers are with the

products or services they receive from a particular agency. The level of
satisfaction is determined not only by the quality and type of customer
experience but also by the customer’s expectations.

A customer may be defined as someone who:

 has a direct relationship with, or is directly affected by your

agency and
[42]
  receives or relies on one or more of your agency’s services or
products.

Customers in human services are commonly referred to as service users,

consumers or clients. They can be individuals or groups.

An organisation with a strong customer service culture places the

customer at the centre of service design, planning and service delivery.
Customer centric organisations will:

 determine the customers’ expectations when they plan

 listen to the customer as they design
 focus on the delivery of customer service activities
 Value customer feedback when they measure performance.

Why is it important ?

There are a number of reasons why customer satisfaction is important in

Insurance Sector:

 Meeting the needs of the customer is the underlying rationale for

the existence of community service organizations. Customers
have a right to quality services that deliver outcomes.
 Organizations that strive beyond minimum standards and exceed
the expectations of their customers are likely to be leaders in their
sector.
 Customers are recognized as key partners in shaping service
development and assessing quality of service delivery.

The process for measuring customer satisfaction and obtaining feedback

on organizational performance are valuable tools for quality and
continuous service improvement.

[43]
Customer Satisfaction Survey:

Study show that although customers are dissatisfied with one out of
every four purchases, less than five percent of dissatisfied customers
will complain. Most customers will buy less or switch to other supplier.
Complaint levels are thus not good measure of customer satisfactions
responsive companies measure customers. Satisfaction directly by
conducting periodic survey. They send questionnaire or make telephonic
calls to a random sample of recent customers. They also solicit buyer’s
views on their competitor performance.

While collecting customer satisfaction data, it is also useful to

asked additional questions to measure re purchase intention; this will
normally be high if his customer satisfaction is high. It is also useful to
measure likely hood or willingness to recommend the company and
brand to others. A high positive word-of-mouth score indicates that the
company is producing high customer satisfaction.

Customer satisfaction helps company in knowing the wants,

needs and expectation of customers. It also helps to collect feedback
about products. This will assist company in new product development.

[44]
 Customer Satisfaction

Introduction:

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
and is part of the four perspectives of a Balanced Scorecard.

In a competitive marketplace where businesses compete for customers,

customer satisfaction is seen as a key differentiator and increasingly has
become a key element of business strategy.

There is a substantial body of empirical literature that establishes the

benefits of customer satisfaction for firms.

Measuring customer satisfaction

Organizations are increasingly interested in retaining 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 ambiguous and 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 options the customer may have and other products against which
the customer can compare the organization's products.

[45]
Because satisfaction is basically a psychological state, care should be
taken in the effort of quantitative measurement, although a large
quantity of research in this area has recently been developed. Work done
by Berry, Brodeur between 1990 and 1998 defined ten 'Quality Values'
which influence satisfaction behavior, further expanded by Berry in
2002 and known as the ten domains of satisfaction. These ten domains
of satisfaction include: Quality, Value, Timeliness, Efficiency, Ease of
Access, Environment, Inter-departmental Teamwork, Front line Service
Behaviors, Commitment to the Customer and Innovation. These factors
are emphasized for continuous improvement and organizational change
measurement and are most often utilized to develop the architecture for
satisfaction measurement as an integrated model. Work done by
Parasuraman, Zenithal and Berry between 1985 and 1988 provides the
basis for the measurement of customer satisfaction with a service by
using the gap between the customer's expectation of performance and
their perceived experience of performance. This provides the measurer
with a satisfaction "gap" which is objective and quantitative in nature.
Work done by Cronin and Taylor propose the
"confirmation/disconfirmation" theory of combining the "gap" described
by Parasuraman, Zenithal and Berry as two different measures
(perception and expectation of performance) into a single measurement
of performance according to expectation. According to Garbrand,
customer satisfaction equals perception of performance divided by
expectation of performance.

The usual measures of customer satisfaction involve a survey with a set

of statements using a Likert Technique or scale. The customer is asked
to evaluate each statement and in term of their perception and
expectation of performance of the organization being measured.

[46]
SWOT ANALYSIS

SWOT Analysis is a strategic planning method used to evaluate the

Strengths, Weaknesses, Opportunities, and Threats involved in a project
or in a business venture. It involves specifying the objective of the
business venture or project and identifying the internal and external
factors that are favorable and unfavorable to achieving that objective.
The technique is credited to Albert Humphrey, who led a research
project at Stanford University in the 1960s and 1970s using data from
Fortune 500 companies.

Strengths Weaknesses

Leadership Position Centralized Control –

Low Flexibility
Global Brand Strength
High Consumer churn
Internal High Geographical reach
rates

Opportunities Threats
Expanding marketing Increased Competition
boundaries
Market saturation in
Growth through 3G Europe
External
Strategic Alliances Emergencies of Low cost
Brands

[47]
SWOT analysis of OMAXE

Strengths:

The main strength of OMAXE within the IT market lies in its brand
image and recognition. OMAXE, having established a global presence
and having invested highly in marketing a differentiated image by
promoting a OMAXE life style, currently enjoys a differentiating
advantage that, if exploited properly, can offer a lead in competition.
The presence of OMAXE in numerous countries within Europe as well
as in all part of the world enhances this image.

Weaknesses:

The expansion of OMAXE has been completed at the expense of

direct control of its operations. The company grew through a process of
acquisitions of national IT companies (e.g. the acquisition of the third
biggest Czech OMAXE Product operator, Cesky rather than organic
growth. This increased its base quickly, offering direct market
knowledge and immediate additions of customer bases at the expense of
direct effective control of the subsidiaries. At the same time though, it
implicitly imposed a centralized operational structure for the group,
nominating the UK headquarters as the leading business unit running a
much centralized marketing and handset procurement at group level.
This has resulted in the neglect of local markets and local differences,
allowing market share to be gained by smaller local competitors. Due to
the highly saturated Western European market this has resulted in an
increase in the price elasticity of demand, with consumers becoming
continuously price oriented. This has resulted in high customer churn
rates reaching the level of 32.8% in the UK compared to O2’s 24%.

[48]
Opportunities:

The IT market, even though highly saturated in some regions offers

great potential due to the ageing population and the sophistication of the
consumers. It offers great opportunities through a careful market
segmentation and exploitation of particular profitable segments.
Different strategies should be pursued –, sophisticated solutions for
younger generations. The expanding Boundaries of the market could
provide further opportunities by allowing OMAXE to enter more
aggressively into fixed‐line service and to better enjoy the benefits of its
high investment in technology. Moreover the company has undertaken
its first steps in establishing strategic alliances to develop customized
solutions for end‐users: OMAXE recently announced two new
partnerships, one with supermarket group ASDA to launch an ASDA
branded service in the UK, and another with electrical retailer DSG
International to provide mobile solutions to small businesses. This could
further be enhanced to avoid being a late‐entrant in this new method of
distribution which offers access to a wide potential customer base.

Threats:

The European part of OMAXE’s market is characterized by existing

high levels of competition. Major brands are exploiting the price
sensitivity of customers and in this way they are building a stronger
image and presence in the market. Indirect competition is also
increasing further, through the presence of Skype and other related (not
only voice) Internet‐based services.

[49]
MEANING

Customer satisfaction means taking complete care of customer by

giving them complete knowledge about the product and about all the
feature of that particular product

Customer satisfaction is the end result of your interaction with the

customer. By giving the best customer service and making sure that the
customer was given the best resolution at the end of the call, then we
can say that the customer is satisfied even if it's not verbally said.

According to me customers are those who pay (salary). Satisfaction is

the key to hold the customer for future business. Complete knowledge
must be given; each and every query must be clarified by the seller. If a
customer remembers you for future business then we can say that
customer is satisfied.

DEFINITION

According to Harold E Edmondson “Customer satisfaction” is defined

as "the number of customers, or percentage of total customers, whose
reported experience with a firm, its products, or its services (ratings)
exceeds specified satisfaction goals.".

Customer satisfaction is defined by whether the customer chooses to do

business with you or your company in the future. Many factors play a
role in customer satisfaction, including customer service, product quality
and the ease of doing business. Companies must consider customer
satisfaction as an important role in the lifetime value of a customer.

[50]
Customer satisfaction,

SEVEN STEPS:

 Encourage face-to-face dealings.

 Respond to messages promptly and keep yours clients informed.
 Be friendly and approachable.
 Have a clearly-Defined customer service policy.
 Attention to details.
 Anticipate your client’s needs and go out of your way to help
them out.
 Honor your promise

MEANING OF CUSTOMER SERVICE

Serving your customer with a smile on your face, even when things
don’t go right.

DEFINITION OF CUSTOMER

 A person, company or other entity which buys goods and

services produced by another person, company or other entity.
 One who regularly or repeatedly makes purchases of a trader,
a purchase a buyer?

DEFINITION OF CUSTOMER SERVICE

According to Jack Speer “Excellent customer service is the process by

which your organization delivers its services or products is way that
allows the customer to access them in the most efficient, fair, cost
effective and humanly satisfying and pleasurable manner possible”.

Customer service is a common term we are familiar with which means

one that aids or provides helps to the purchase of goods and service.

[51]
ADVANTAGE

Customer comments, suggestions and response about a company’s

products, business practices and customer service orientation are one of
the biggest advantages of customer feedback surveys. Critical input and
answer can help a company to develop better customer relation
programs.

DISADVANTAGE

Customer feedback surveys and questionnaires can sometimes be too

scientific and methodical to capture to humane instincts and traits of
consumer. Rigorous analysis and interpret ion of feedback and answers
provided by customers might not provide the right kind insights that
business not to better serve customer.

IMPORTANCE

Since sales are the most important goal of any commercial enterprise. It
become necessary to satisfy customer for customer satisfaction it is
necessary to establish and maintain certain important characteristics
like:

a) Quality
b) Fair prizes
c) Efficient delivery
d) Good customer handling skills
e) Serious consideration of consumer complaints

Satisfaction is the feeling of pleasure or disappointment attained from

comparing a product perceived performance (outcome) in relation to his
or her expectations. The customer is dissatisfied. If the performance

[52]
matches the expectation, the customer satisfied. If the performance
exceeds expectations the customer is highly satisfied.

BENEFITS

Increasd
Increased
Revenue
repeat Customer satisfaction
Reduced
purchase
Cost

Reduced
Increased reduced price
switching to
referrels sensitivity
competitors

Increased
profit

OBJECTIVE OF THE STUDY

Following are the main objective to study about the customer

satisfaction on OMAXE.

 To study industry.
 To study the company profile of OMAXE.
 To study customer satisfaction of OMAXE.
 To study various Marketing activities provided by OMAXE.
 To study the various services provided by OMAXE.
 To know the expectation of OMAXE Customers

[53]
Scope of the study

There are many benefits related to take this study. Some of the benefits
of taking this study are as follows:

By analyzing this information, the company would be able to

better design schemes & services & target right prospects’ needs
& wants.

 More people will get aware about OMAXE that will increase
profit level of OMAXE.

 This study helps to identify the behavior of consumer when there

are no offers & schemes from OMAXE.

In today’s competitive world where every company is striving to retain

and capture market the importance of satisfying the existing customers
has increased. And almost every company realizes this; it is only
because of this reason that the companies are spending huge amounts for
finding out the level of customer satisfaction and trying to improve this
level by providing better products and services.

Some of the researches that have been done by various companies in

different sectors, in the field of customer satisfaction have been
discussed below.

Customer Survey I:

A customer satisfaction survey was conducted by the SKY (Satellite

TV), which found out that approximately 62% of the respondents were

[54]
very dissatisfied (along with another 25% who were dissatisfied) with
the cost of cable television service.
A majority of the respondents were satisfied with the friendliness and
courtesy of customer service personnel, however; approximately 30% of
the respondents rated the cable company's performance as poor. With
regard to open-ended comments, respondents felt that the cost of the
cable service was too high, a need for cable competition existed and the
desire for a basic cable package offering was desired.

[55]
 CHAPTER-3

RESEARCH METHODOLOGY

[56]
RESEARCH promoting exploration has demonstrated a basic device to
make all the need of showcasing the board. Showcasing research in this
way is the logical procedure of social affair and breaking down of
promoting data to address the issues of advertising the board. Be that as
it may, social affair of perception is must be methodical. The orderly
direct of research requires:

Orderliness, in which the estimations are precise.

Partiality in investigation and understanding.

All of research can be arranged into fundamental and applied.

1. BASIC RESEARCH: - Fundamental Research is that

proposed to grow the assortment of information for the utilization
of others.

2. APPLIED RESEARCH: - Applied Research is one, which

is done to discover the answer for a specific issue or for
managing a particular choice. It is generally private in nature.

My examination on OMAXE is carried on for managing explicit choices

and its outcomes are valuable just to OMAXE for taking specific choice
with respect to item quality, staff and security. Consequently the idea of
my examination study is "APPLIED RESEARCH ".

Problem Identification

: The first and the most significant advance of showcasing examination

is appropriately characterizing the issue. So as to distinguish the
exploration issue two classifications of issue ought to be painstakingly
taken note. Here the analyst's issues are:-

[57]
A number of clients are not happy with administrations, new plans and
offers.

a few of clients are not happy with the system of the company.

a number of clients are happy with the services of OMAXE

RESEARCH DESIGN

:: Research configuration shows the techniques and strategy of directing

examination study. Research configuration should be possible in
following three sorts:-

1 Exploratory Research:-

Exploratory research centers around the revelation of new thoughts and

is commonly founded on optional information.

2 Descriptive Researches:

Elucidating examination is attempted when the specialist need to know

the attributes of specific gatherings.

3 Causal or Experimental

A test research is attempted to recognize causes and impact connection

between two factors.

The Research Design is: Descriptive Research Designmental

Researches:-

[58]
SAMPLING

Sampling Plan: The scientist has structure an examining plan that is

comprise of five choices.

 Sampling unit:

Who is to be studied?

The Researcher has chosen businesspeople, and housewives,

representatives to direct study and to gauge fulfillment level.

i) Sampling types: There are two kinds of testing for

example Likelihood Sampling and Non – likelihood
Sampling.

ii) Probability Sampling : -

iii) Non – Probability Sampling:-

Probability examining infers each unit of the universe has comparable

plausibility of getting picked. The practically once in a while used
probability looking at methods are as underneath:

a) Simple Random Sampling.

b) Stratified Random Sampling.

c) Multi-organize Random Sampling.

d) Cluster Sampling.

e) Multi – arrange Sampling.

[59]
Sample Size: Test size methods constrained quantities of
respondents secured under the examination study from a populace and
the analyst has taken a study of 100 respondents to realize the
fulfillment level of client.

Sampling Area: The researcher’s area for survey was:

GURGAON & LUCKNOW

Sampling Unit:

Here the scientist has haphazardly chosen the respondents of the New
Delhi city.

DATA COLLECTION METHOD

Data Collection and Sampling:

A) Sources of Data Collection:-

Fundamentally there are two sorts of information for example optional

and essential:

Primary Data Collection:-

Primary data collection in the course of doing experiments or descriptive

research by doing experiments, performing surveys or by observation or
direct communication with responsibilities

[60]
Observation method

It contains Causal perception, Systematic perception, and direct

perception and thought up perception. maintains the following four
types of methods: -

2 Survey Method: It contains Personal Interview, Telephone

Interview and Mail Interview.

3 Experimental Method.

4. Panel Method.

Secondary Data Collection:

It tends to be gathered from inner just as outer sources

1 Internal Source:

Different interior sources like worker, books, deals movement, stock

accessibility, and item cost, and so on.

2 External Sources:

Libraries, exchange distributions, written works, and so on are some

significant wellsprings of outside information.

The Researcher has utilized essential information for the center

motivation behind the venture and this essential information has been
accumulated by overview strategy. The analyst has likewise utilized
auxiliary information

[61]
 B) Data collection Tools:

To lead an overview, the Researcher has chosen an organized survey as

guidance for social event important data from the clients. Poll, which is
utilized for the review, comprises of inquiries and agenda inquiries to
check the client criticism.

[62]
 CHAPTER-4

DATA ANALYSIS AND

INTERPRETATION

[63]
Q1) Do you think that this company sells the properties at fair rates?

Suggestions Yes No

No. of respondents 95 5

12%

YES
NO

88%

Interpretation: This company sell the properties at fair rates that I find
that 88% of the respondents are tasted OMAXE Pflat while 12% of the
respondents do not have a OMAXE flat.

[64]
Q2) how many properties have you brought from this omaxe company
till date?

Suggestion 1-3 3-5

No. of respondent 95% 5%

5%

01/Mar
03/May

95%

Interpretation: I find that 95% of the properties brought from this

omaxe company till date that the respondents have purchase the
properties for omaxe company, but while 5% are not aware about this.

[65]
Q3) What amount of satisfaction do you get from omaxe?

Suggestions Fully Satisfied

Satisfied

No. of respondents 85% 15%

15%

FULLY SATISFIED
SATISFIED

85%

Interpretation:

Here 85% of the respondents are fully satisfied, but 15% of the
respondents are not satisfied with the service of the omex company.
They 85% people are satisfied with the OMAXE company that the
services which they get is fully good
[66]
Q4. From which source you came to know about OMAXE?

Sources No. of respondents

Advertisements 36%

Hoardings 15%

Newspapers 20%

Mouth Publicity 29%

29%
36% ADEVERTISMENT
HOARDINGS
NEWSPAPERS
MOUTH PUBLICITY
20%
15%

Interpretation: 36% of the respondents are aware about OMAXE

through Advertisements, 29% are aware because of Hoardings while
20% and 15% of the respondents are aware because of Newspapers and
Mouth Publicity respectively.
[67]
Q5) Since how long you are using OMAXE services?

Time period No. of respondents

Less than 1 month 14%

2-6 months 22%

6-12 months 25%

More than 1 year 39%

14%

LESS THAN 1 MONTH

39%
2-6 MONTHS
22%
6-12 MONTHS
MORE THAN 1 YEAR

25%

Interpretation: Major Respondents using OMAXE are old customers.

39% of the respondents use OMAXE services from past more than 1
year while the lowest is 14% respondents using OMAXE services less
than 1 month.

[68]
[69]
Q6). According to you are the properties sold by the company located at
good location?

Suggestions Yes No

No. of respondent 87% 13%

13%

YES
NO

87%

Interpretation: 87% of the respondent thinks that the prosperities’ are

located at the good location while 13% respondents do not think that
they are located on the good location .I think OMAXE located at good
location because the place where OMAXE is located VRINDAVAN is
nearby all the areas and the population is also good here.

[70]
Q7.For what reason you call at customer care?

Time Period No. of respondents

Value added service 7%

Information about 16%

new schemes

Queries 31%

Complaining 46%

7%
VALUE ADDED SERVICE
16%
INFORMATION ABOUT
46% NEW SCHEMES
QUERIES

31% COMPLAINING

Interpretation: Major respondents here call customer care occasionally.

31% respondents call customer care for the querires while, 16% call the
customer care for asking about the information of thev new schemes
provided by the company, while 7% respondents call the customer care
for value for asking value added services that are provided by the omaxe

[71]
and 46% of the customer call on the customer care for their complaints
.If the customer having the problem related to OMAXE then they call to
customer care itself.

Q8 Does the company offer properties as per your requirements &

specifications.?

Reasons Number of respondents

Yes 80%

No 20%

20

Yes
No

80

Interpretation:
80% people says Yes it means that they get the services of OMAXE is
as per the requirements whereas 20% says No it means that they don’t
get the services as per ther requirements. They says no because of the
higher prices of the services.

[72]
Q9) why are you not using OMAXE services?

Reasons No. of respondents

Lack of awareness 15%

High Prices 46%

Poor Services 23%

Poor Network 15%

15% 15%

LACK OF AWARENESS
HIGH PRICES
23% POOR SERVICES
POOR NETWORK
46%

Interpretation: 46% don’t use OMAXE services because of high

prices. 23% respondents don’t use OMAXE services because of poor
services, while 16% respondents each don’t use OMAXE services
because of lack of awareness and 15%of respondents due to poor
network. It is far from the location itself.

[73]
Q10) Would you like to recommend OMAXE to others?
.

Suggestion No. of repondents

Yes 90%

No 10%

10%

YES
NO

90%

Interpretation: 90% of the OMAXE customers would like to

recommend OMAXE services to others while 10% of the OMAXE
Customers won’t recommend to others. I recommend that the facilities
which they provide is good but the price of that services is so high.

[74]
 CHAPTER-5

FINDINGS,
RECOMMENDATION &
[75]
SUGGESTION

[76]
Recommendation&Suggestions

Following are a portion of the proposals given by the analyst so that

OMAXE can serve individuals and its clients in an improved manner:

OMAXE should diminish rates for neighborhood clients.

OMAXE ought to bring present some new plans for the adolescents.

OMAXE ought to present more plans and offers.

OMAXE ought to give more plans and offers to its old clients.

[77]
Conclusion

Following are the end that the scientist found after the study.

From the above examination the specialist presumes that significant

respondents are fulfilled.

Major respondents from all respondents use administrations of

OMAXE.

Major clients of OMAXE are old clients such a significant number of

the respondents are happy with the administrations of OMAXE and in
this way they might want to prescribe OMAXE to other people.

[78]
LIMITATION

Discoveries depend on the perspectives communicated by the buyers. So

it might experience the ill effects of one-sided preferences.

•Some of the respondents were not co-employable and many appear to

have no intrigue.

•The study has not been expected on an exceptionally huge scale, have
the plausibility of blunders, which can't be precluded.

•Time constraints.

•Area was determined.

•It is amazingly hard to induce purchaser to react to survey.

•The purchaser realizes us as individuals from OMAXE there by the

reactions could have been one-sided.

[79]
[80]
CHAPTER -6

REFERENCES

[81]
REFERENCES

[82]
[83]
[84]
Books:

 Marketing Management – Philip Kotler, Kevin Lane Keller.

 client habits: Albert J. Dells Bittas

 purchaser habits: David L. Loudon

 ideas of advertising: Philip Kotler

 advertising administration: Philip Kotler

Websites:

 http://www.OMAXE.com

[85]
APPENDIX

[86]
QUESTIONNAIRE

Q1) Do you think that this company sells the properties at fair rates?

 Yes
 No

Q2) how many properties have you brought from this omaxe company
till date?

 1-3
 3-5

Q3) What amount of satisfaction do you get from omaxe?

 Fully satisfied
 Not satisfied

Q4) From which source you came to know about OMAXE?

Advertisement

Hoardings

Newspapers

Mouth Publicity

Q5) since how long you are using OMAXE services ?

Less than 1 month

2-6 months

6-12 months
[87]
More than 1 year

Q6) According to you are the properties sold by the company located at
good location?

Yes

 No

Q7. For what reason you call at customer care ?

 Value added services (Multi-choice)

 Information regarding new schemes
 Other queries
 Complaining

Q8) does the company offer properties as per your requirements &
specifications ?

 Yes
 No

Q9) why are you not using OMAXE services?

 Lack of awareness (Multi-choice)

 High Prices
 Poor Services
 Poor network

[88]
Q10. Would you like to recommend OMAXE to others?

 Yes
 No

Q11) Give your suggestions to help in serve you better.

__________________________________________________________
__________________________________________________________
__________________________________________________________
__________________________________________

Name:

Age:

Sex:

Contact no.:

Signature:

[89]