A STUDY ON CUSTOMER SATISFACTION OF AKSHAYA

CENTER SERVICES WITH SPECIAL REFERENCE TO

KANNUR CORPORATION

PROJECT REPORT
SUBMITTED IN PARTIALFULFILLMENT
OF THE REQUIREMENTS OF MASTER OF COMMERCE
KANNUR UNIVERSITY

By
MUHAMMED NISHAM K
REG NO: ​B6PCOM1402

UNDER THE GUIDENCE OF

​ .com
Mr.​S.M.SHANAVAS, M
ASSISTANT PROFESSOR

POST GRADUATE DEPARTMENT OF COMMERCE

SIR SYD COLLEGE
TALIPARAMBA, KANNUR
2016-2018
Mr. S.M. SHANAVAS, M.com
ASSISTANT PROFESSOR
DEPARTMENT OF COMMERCE
SIR SYED COLLEGE TALIPARAMBA

CERTIFICATE

This is to certify that this project work entitled “​A STUDY ON

CUSTOMER SATISFACTION OF AKSHAYA CENTRE SERVICES WITH
SPECIAL REFERENCE TO KANNUR CORPORATION” has been prepared
by ​MUHAMMED NISHAM K ​under my guidance and supervision in partial
fulfillment of his MASTER DEGREE IN COMMERCE.

Mr. S. M. SHANAVAS
​Assistant Professor
​P.G Department of commerce
S​ir Syed College, Taliparamba

Place: Taliparmba

Date:
MUHAMMED NISHAM K
II M.com
REG. NO: B6PCOM1402
SIR SYED COLLEGE
TALIPARAMBA

DECLARATION

I here state that the project work entitled ​“A STUDY ON CUSTOMER
SATISFACTION OF AKSHAYA CENTRE SERVICES WITH SPECIAL
REFERENCE TO KANNUR ​CORPORATION” has been prepared by me
under the guidance of ​Mr. S. M. SHANAVAS, P.G.DEPARTMENT OF
COMMERCE, SIR SYED COLLEGE, TALIPARAMBA.

I​ also declare that this project has not been submitted by me fully or partially,
for the award of any Degree, Diploma, Associate ship, Fellowship or any other
similar title.

Place: Taliparamba​ ​MUHAMMED NISHAM K

Date:
 ACKNOWLEDGEMENT

The project report entitled ​“A STUDY ON CUSTOMER

SATISFACTION OF AKSHAYA CENTRE SERVICES WITH SPECIAL
REFERENCE TO KANNUR CORPORATION​” ​has been prepared by me
under the guidance of Mr. S.M.SHANAVAS Assistant professor and Head of the
Department of Commerce, Sir Syed College, Taliparamba. I extended my deep
sense of gratitude to him for the valuable guidance, advice and encouragement
given to me for the timely execution of this work.
I wish to place on record my gratitude to all my friends and others who
encouraged and assisted me in completing this work.
I am extremely grateful to the library staff of Sir Syed College Taliparamba,
for providing all assistance by lending books, journals, magazines and internet
facilities.
For all this I am indebted to ​GOD ​ALMIGHTY without his grace and
benevolence I could nothing.

MUHAMMED NISHAM K
 CONTENT
ACKNOWLEDGEMENT
CONTENT
LIST OF TABLES
LIST OF FIGURES

CHAPTER TOPIC PAGE NO.

I INTRODUCTION 1

II THEORETICAL FRAME WORK 5

III ANALYSIS & INTERPRETATION OF 20

DATA

IV SUMMARY, FINDINGS & SUGGESTIONS 40

BIBLIOGRAPHY 45

QUESTIONNAIRE 46
 LIST OF TABLES

TABLE NO. TABLE NAME PAGE NO.

3.1 Knowledge about Akshaya centre 21
3.2 Computer literacy 22
3.3 Use of online service 23
3.4 Service preference of customers 24
3.5 Service satisfaction 26
3.6 Trained employees 27
3.7 Staff’s way in handling customer 28
3.8 Time consumption 29
3.9 Reduction of paper work 30
3.10 Improvement of Akshaya centre 31
3.11 Useful system 32
3.12 Service amount charged 33
3.13 Fulfillment of urgent needs 34
3.14 Certificate delivery with minimum time 35
3.15 Opinion about service 36
3.16 Mistakes in services 37
3.17 Problems face while using Akshaya service 38
3.18 Suggestion to akshaya centres 39
 LIST OF FIGURES

FIGURE NO. FIGURE NAME PAGE NO.

3.1 Knowledge about Akshaya centre 21
3.2 Computer literacy 22
3.3 Use of online service 23
3.4 Service preference of customers 25
3.5 Service satisfaction 26
3.6 Trained employees 27
3.7 Staff’s way in handling customer 28
3.8 Time consumption 29
3.9 Reduction of paper work 30
3.10 Improvement of Akshaya centre 31
3.11 Useful system 32
3.12 Service amount charged 33
3.13 Fulfillment of urgent needs 34
3.14 Certificate delivery with minimum 35
time
3.15 Opinion about service 36
3.16 Mistakes in services 37
3.17 Problems face while using Akshaya 38
service
3.18 Suggestion to akshaya centres 39
 CHAPTER 1

INTRODUCTION

1.1 Introduction
1.2 Statement of the Problem
1.3 Objective of the Study
1.4 Scope of the Study
1.5 Research Methodology
a. Sources of the Data
b. Methods of Data Collection
c. Sample Size
d. Sampling Technique
e. Tools of Analysis
1.6 Limitation of the Study
1.7 Chapter Scheme
 INTRODUCTION

1.1 INTRODUCTION

The term “customer” and “consumers” are almost synonymous. A consumer is an

individual who purchase or has the capacity to purchase of goods and services offered for sale by
marketing institution in order to satisfy personal or household needs, wants or desires. According
to Mahatma Gandhi, ‘consumer is the most important visitor on our premises. He is not
dependent on us, we dependent on him. He is not an outsider to our business. He is part of it. We
are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity
to do so.
A customer is the king and has the right to choose from a large variety of offerings.
Satisfying the customer occupies a most important position in a business management. Today
market is more customers oriented in the sense of all the business operations resolve around
satisfying the customer by meeting their needs through effective service. So in order to attain
growth, stability and market share in the market. Every business enterprises should satisfy their
customers in an efficient and effective way.
Akshaya is one of the most ambitious information and communication technology
programmes of the state, to rapidly change the society. The main and important aim of Akshaya
is to bridge the gap between ‘information rich and information poor’. Akshaya centre occupy an
important role in the society. It provides lot of services especially in rural areas. Akshaya project
is an enormous step towards making the government accessible to citizens, in ways that cannot
save huge cost to the government but also make it more transparent in its day to day interaction
with the common man. The project offers lot of services like E-pay (Electronic payment of utility
bills like electricity, land phone, university fees etc.); E-vidya (advanced IT learning for
e-literates and others); E-ticketing (online train, flight, bus ticket reservations); PMRY online
registrations; online communication providers for expatriate Indians; an online medical
transcription course, with extension programs for all the above mentioned services.
 E-governance system is providing more effective and efficient services to the public. It
helps to reduce the red-tapism and corruption in official level. All the document and transactions
are recorded in digital format and also providing government authentication.
Now Akshaya arrange the facility for access those services with the help of IT and internet
.The government services are now compulsory through Akshaya centre. Therefor a research is
require to measure the present customer satisfaction of Akshaya centre.

1.2 STATEMENT OF THE PROBLEM

Akshaya is one of the most ambitious information and communication technology
programmes of the state. The Akshaya project provides lots of services like E-pay, E-vidya,
E-ticket etc. through IT and internet. Now the government services are done through Akshaya
centre. Therefore a research is required to measure the customer satisfaction of Akshaya centres.

In this study there is an attempt to provide an insight to the customer satisfaction of

Akshaya centre.

1.3 OBJECTIVES OF THE STUDY

1. To know the satisfaction level of users of the Akshaya centre in Kannur corporation
2. To identify the services expected by Akshaya customers.
3. To provide suggestions for improving performance of Akshaya centre.
4. To discover the problems faced by the customers.
1.4 RESEARCH METHODOLOGY
The success of any research is based on the methodology used for the study. The present
study is based on both the primary data and secondary data. But it is mainly depends on the
primary data collected from Akshaya customers in Kannur corporation.
Source of Data
The Primary data was collected by the investigator himself. It was collected by using a
sample survey with the help of structured questionnaire. The overall programme of this project is
being assessed with the help of secondary data which are collected from published sources like
journals, books, periodicals, newspaper, etc.
Method of Data Collection
Set of questionnaires have been prepared and executed for the collection of data from the
sample population.
Sample Size
A sample of 50 units has been selected from various Akshaya centres in Kannur
corporations.
Sampling Technique
The technique of sampling used in this research work is convenience sampling.
Tools of Data Analysis and Presentation:
The primary data collected are tabulated and analysed based on different criteria. The results
are analysed by using percentage method. Various diagrams such as charts, bar diagram, pie
diagram, etc. are used for effective presentation of the result.

1.5 SCOPE OF STUDY

The purpose of the study is to analyse the performance of Akshaya centres in Kannur
Corporation. This research focused to understand different services provided by Akshaya centres
to general public.

1.6 LIMITATION OF STUDY

1. As the population of study is large, the researcher has taken only 50 sample respondents.
2. The time of data collection dealer and customer are not provided accurate data.
3. Time available for conducting research was just few weeks.

1.7 CHAPTER SCHEME

The first chapter deals with introduction, statement of the problem, objectives of study,
scope of the study, methodology and limitation of study. ​The second chapter is literature review
which deals with an overview of Akshaya centres. ​The third chapter shows data analysis and
interpretation. ​The fourth chapter is conclusion and it includes findings, summery of finding and
recommendation.
 CHAPTER II

THEORETICAL FRAME WORK

2.1 Introduction
2.2 Background
2.3 History
2.4 Objectives
2.5 Course and other services
2.5.1 Basic Computer Literacy Course
2.5.2 Advance Computer Course
2.6 Achievements
2.7 Customer Satisfaction
2.8 Importance of Customer Satisfaction
2.9 Methods of Customer Satisfaction
2.1 INTRODUCTION

​The previous half decade has witnessed a mushrooming of Information Communication

Technology (ICT) centered development projects in several developing countries with the
intentions of spurring rapid social and economic growth through an attempt to bridge the digital
divide. Several innovative projects have taken emerged in India over this period; either initiated
solely by the government or as part of a CSR initiative by large companies or research
organizations. Both these stand alone models were handicapped by their respective drawbacks,
and newer models of partnerships such as Public – Private Partnerships (PPP) and Multi
Stakeholder Initiatives have since emerged. The Akshaya project is one such instance of a PPP
with the two main actors involved being the State and the private entrepreneur.
The Akshaya project initiated in November 2002 in Trivandrum, Kerala was officially
started with the introduction of rural e kiosks or technology centers in the districts of
Thiruvanthapuram and Malappuram in May, 2003. This public private initiative was undertaken
keeping four ambitious targets in mind:
a) To provide basic functional skills (e – literacy) to at least one member of every family
in the state
b) To ensure universal access to various ICT tools and other technologies
c) To provide relevant content to the local population in the native language
d) To establish community access centres, which could be eventually developed as
Centres to provide integrated e –governance services.
At a macro level, one could delineate an attempt to integrate two larger goals through the
project, namely mass socio – economic development through increased computer and internet
access while simultaneously ensuring financial viability via market driven entrepreneurship.
The pilot project was started in Malappuram which has an area of 3.372 square
kilometers and a population of 3.7 million. The district is divided into 137 villages, 14 blocks
and 6 taluks, with approximately 600,000 families spread over this region. They are the intended
beneficiaries of this programme. There were two primary factors why the Kerala State IT
Mission chose Malappuram as the pilot site. First, Malappuram has one of the lowest rates across
the state with reference to education and health reform. Secondly, this district also has the
highest population of Muslims (over 70% of the population here are Muslims) as well as NRI’s,
most of whom work as labourers in the Middle East and Gulf countries. The rationale therefore
was, that this project could help not only promote the local economy but also assist enter prising
individuals to attain jobs abroad.
The project offers lots of services like: E-Pay (electronic payment of utility bills like
electricity, land phone, drinking water, university fees etc.); E -Krishi (for farmers to provide
online agriculture trading and information portal, A to Z Solution) E -Vidya (advanced IT
learning for e-literates and others); E-Ticketing (online train, flight, bus ticket reservations);
PMRY online registration; online passport registration; a village kiosk for transparent
collectorate program, online communication providers for expatriate Indians; an online medical
transcription course, with extension programs for all the above-mentioned services.
2.2 BACKGROUND
In the nineties of the last century United Nations ratings for the different regions of the
world recorded Kerala as an economic miracle. In several social parameters the State was at par
with the developed Wesz. This unbelievable feat was achieved in spite of a lesser per capita
income and lack of industrial back up. The great economist –AmarthyaSen attributed this
achievement to the spread of education to a wider level in Kerala society. A section of educated
among Keralites utilised the services of information technology for further economic
development. But the vast majority did not take to this technology for consolidating and
furthering the achievements on the social front. A digital divide developed in the State as
elsewhere between a minority that could use information technology for development and the
majority that could not do so. Planners in the socio-economic front sooner realized that the
consolidation of socio economic development in Kerala was possible only by removing the
digital divide in the society. The vast majority of the populace have to be equipped with the tools
of Information and Communication Technology to achieve tangible progress. The less privileged
sections had to be empowered with ICT. Those at the helms in the three-tier panchayath system
in the State realized the importance of ICT for socio-economic development and they came
forward with plan proposals and programs to bring information technology to common
households. Meanwhile, Government constituted the State Information Technology Mission for
achieving transparency and speed in administration so as to make it more responsive to the needs
of the people and for grass roots level application of information technology as part of social
engineering for development.

2.3 HISTORY

​The IT policy of the Government besides providing for specific initiatives for ICT industry

within the State laid emphasis on using ICT in all walks of life to improve living standards. One
area identified was government itself. The Task Force on IT implementation in government also
recommended to adopt a strategy of administrative reforms-based computerization
simultaneously with highly visible and immediately penetrable citizen-centric projects. The
approach to citizen interface was based on the assumption that all direct Government – citizen
interactions can be IT-enabled and can be categorized as making payments, getting entitlements,
getting providing information and grievance redressal etc. The implementation of State
e-governance projects such as FRIENDS and Information Kerala Mission are examples. In spite
of the good social and digital infrastructure ICT and internet penetration in Kerala was
comparatively low. Some early attempts for grass root level ICT application did not make much
headway.
During this period lots of programs were initiated worldwide to address digital divide and
to familiarize the tools of Information and Communication Technologies to the common man,
which were also discussed in Kerala but limited to academic circles. Computer literacy was
becoming the buzzword and many local bodies, NGOs and private computer institutes started
offering courses and programs in computer software like Microsoft, DOS Word and Excel. But
the IT policy of the government required that the government should intervene to take the
benefits of IT to the grass roots level.
Now, some of the local bodies in the three tier Panchayat system came forward with
valuable project proposals for computer education at the grass root level. The proposal submitted
by Malappuram District Panchayat had many notable features. Even from an international
perspective such a massive computer education programs as was suggested in the proposal had
not been attempted till then. Many international projects were limited to village level. The details
of the project proposal had to be thrashed out for clarity. After a few round of discussions, a
small team consisting of six members were formed in KSITM to study various ICT modules for
development projects, implementation plans, business model etc. for the initiative.
Discussions about the project led to the important finding that e-literacy was one of the
most important components of any such project. A two-pronged approach was needed. While
providing computer facilities in the rural areas focus must be given to impart education to the
citizens to make use of those facilities. On the basis of further deliberations it was decided to
provide a user-friendly content/courseware to the citizens to educate them on the uses of ICT.
Creation of functional e-literacy was thus found to be a pre requisite.
As a preparatory measure for the implementation of the project several meetings with the
participation of District Panchayat, Block Panchayats, GramaPanchayats, Municipalities and
organization like C-DIT were held. A survey in Malapuram district was held to assess the
requirements. 6.5 lakh houses were visited as part of the survey. Spatial mapping was done with
the help of Town and Country Planning Department to identify locations to establish the centre
of the project.
Establishment of Akshaya- e-Kendra as an ICT access point, one for every 1000 families
living in two/three municipal or Panchayat wards was the most important strategic decision.
Other details chalked out for implementation were:
Akshaya e-centres were envisaged to have five computers and other infrastructure at a
cost of Rs. 3-4 lakhs per centre and they were to be within 2-3 Kilometre distance from every
household. Entrepreneurs from the locality with service orientation were to be selected, on the
social entrepreneurship model for running the centres. At least one person from every family was
to be given training for ten days. It was planned that the local bodies should fund this e-literacy
initiative Rs. 140 was fixed as tuition fee for 15 hour training programme (GramaPanchayat Rs.
80, Block Panchayat Rs. 20, Dist. Panchayat Rs. 20, beneficiary fee Rs. 20) Strategies were
evolved for the involvement of community, civil society organisations, youth and welfare
organisations, local bodies, etc. for implementation .Positioning Social Animators for linking
Akshayacentres, citizens, local bodies and government Strategies for establishing connectivity,
creation of locally relevant content etc Positioning of District Project Team in Malappuram. The
Akshaya pilot project was launched at Trivandrum by Dr. A.P. Abdul Kalam, His Excellency,
the President of India on November 18, 2002.

2.4. OBJECTIVES
a) 100% e-literacy
The first objective is to provide 100% literacy to citizens about various online facilities.
b) Delivery of G2C services
The Akshaya ensure smooth and efficient delivery of Government services to citizens.
It provides various Government services at minimum time and adequate charges.
c) Single window for all services
Akshaya centres provide the facility of single window to various services of Government
as well as customer oriented services.
d) Friendly face of government
The Akshaya centres act as a friendly face of Government, by going through Akshaya,
people can fulfill their Government related needs easily than the conventional system.
e) Empowering citizen through ICT
Akshaya centres ensure universal access to various Information Communication
Technology tools and other technologies.
f) Sustainability of Akshaya entrepreneurs
As Akshaya centres established as a Public Private Partnership entity, It ensures long time
sustainability to its various entrepreneurs
g) Employment generation in rural Kerala
Akshaya centres are situated in everywhere in Kerala, It creates lots employment
opportunities to people especially in rural areas.
h) To enable e-transaction and e-governance through Akshaya
It established as a community access centre, which could be eventually developed as
centres to provide integrated E-governance services and E-transactions.
i) To enhance the quality of available IT infrastructure in the state and provide facilities for
rural connectivity​.
 ​2.5​ ​COURSE AND OTHER SERVICES 
The Akshaya Project is divided into different phases with the present implementation
stage consisting of Two Phases. In Phase I, a basic computer literacy course is provided which
consists of a 4CD Pack given to each of the center owners containing the Akshaya e-literacy
software. The duration of the basic course is for 15 hours, with users sparing 1.5 hours a day for
10 days to cover 10 chapters. At least one member of a family is eligible for this e-literacy
training. As mentioned before the beneficiary has to pay only Rs 40 out of the Rs 120 for the
course. The balance amount is incurred by the State and Local Bodies. There are no fees charged
for the SC/ST and people living in BPL conditions.

2.5.1 THE BASIC COMPUTER LITERACY COURSE

The Basic computer course gives information and awareness regarding the different
components of a PC and exercises involving Mouse coordination and control drag and drop
operations, folder creation and basic application usage like MS WordPad and Paint. The lessons
are arranged chapter wise in the form of an abacus with 1st bead representing the 1st chapter and
the ten beans in the last line representing the10th and the last chapter. Each chapter contains five
subtopics with video clips and interactive games that make the lessons easy and fun filled. This
also makes it easy for the owner to complete one lesson in one day, thus effectively finishing the
course for the current batch in 10 days flat. The software is flash based and is set in the regional
language. The tenth Chapter gives a general overview of what the course has taught the user,
along with a summary of the previous chapters. There are also tests and exercises conducted by
which the owner as well as the user can determine whether he/she has truly mastered the course.
The course is self administrative in nature through the use of a vernacular based voice instruction
system and an instructor is rarely required.

2.5.2 ADVANCED COMPUTER COURSE

The advanced computer course or the E-Vidya course as it has come to be called is a
certificate course offered under the aegis of the Kerala IT Mission with the mission to provide
employment to the youth. In addition to these, English learning courses, Arabic typing Tutor,
DTP course, Internet learning course, e tuition etc are also provided in this Phase. The fees
structure is regulated and controlled by the IT Mission Kerala and the course fee for the E- Vidya
course is Rs 450/-. Subsidies are still being planned out for BPL as well as regular users.

Other Services:
1. INFORMATION KIOSK
Akshaya is envisaged as a one stop information centre. All kinds of information will be made
available through the centers. Content has been already generated in five core areas -Health,
Agriculture, Career, Education and Laws and regulations .The government has also digitized
all the applications forms, government schemes and deliver them through Akshaya network.
Encouragement for digitizing and updating locally relevant content is also given to Akshaya
Centres.
2. E-TRANSACTION CENTRE
Extension of Friends Services through Akshaya centres is implemented through this initiative
called the E- Pay Service. Presently KSEB and BSNL bills are collected through this
package. Entrepreneurs can collect Rs.5 per bill per customer for offering this service.
This facility is now operational in about 3-4 centers in the Kozhikode corporation area
and is implemented in centers where Phase II is being implemented.
3. E GOVERNANCE CELL
The Government already had taken decisions to covert Akshaya Centers as the last mile unit
for e-governance delivery. Akshaya Centre can be used for delivering various
e-governance services to the public, which include, Pubic Grievances Redressal System,
Decision Support systems, Online processing of applications, information dissemination
services, digital extension of various campaign/ awareness programmes, telemedicine,
agriculture intervention etc. Many initiatives like e-parathi (District Collector’s Public
Grievance Redressal Mechanism), e-krishi, etc have been introduced.
4. COMMUNICATION HUB
Akshaya Centers will also be developed as a Communication hub, which will have all ICT
based communication facilities to the common man. In Kozhikode all the 10 Akshaya
Centers are connected to the internet with the help of a broadband connection (Cost Rs
250/- per month for 256kbps connection) which enable the centers for various
 connectivity based services. Intranet based services are also initiated through the
network. This initiative is very important in Kerala as Kerala has lot of population living
outside the country and a majority of the users do use internet telephony to call their
relatives living abroad.
5. MULTI MEDIA, ANIMATION AND DESIGNING CENTRE
Some of the Akshaya Centers are very good in offering Multimedia based services. This
includes offering multimedia course programmes, website designing, marriage album
preparation, animation works etc. Special training packages on Multimedia of CDIT and
Keltron are offered through these centres. Designing marriage album, etc are helping the
centres in earning revenue.
6. HEALTH CARE
One of the major areas of intervention in the future would be HealthCare. Akshaya Centres
offer various health based services like Health Mapping, as many of the Akshaya Centres
have equipment’s like Digital BP Apparatus, Glucometer etc. to map the health indices of
people. A project to offer telemedicine services is also envisaged through the Akshaya
Centres specializing in the health sector.

2.6 ACHIEVEMENTS
Akshaya was conceived as a landmark ICT project by the Kerala State Information
Technology Mission (KSITM) to bridge the digital divide and to bring the benefits of ICT to the
entire population of the State. In the initial phase the focus was placed on educating one person
in each family to be e-literate. Malappuram, a backward district of Kerala was selected for
piloting e-literacy and project was launched on 18 November 2002 by the Honorable President
APJ Abdul Kalam. Till date Akshaya has been able to make 3.25 Million families e-literate.
When many renowned organizations came up with computer education Akshaya changed its
direction in to citizen delivery. Now Akshaya is emerged as one of the finest common service
center Networks in the nation. RSBY Health Insurance Policy for 2 crore Populations:
Registered 160 thousand APL families and 2.8 million BPL families. Renewal of policy for
2.9millionfamilies.Akshaya’s performance to register 20lacs families in RSBY within 45 days
through proactive citizen service is unparalleled compared to the similar venture of third party
agents who has registered 15 lacs families in one year. 5.5 million Citizens enrolled under UID
through Akshaya Centers: In UID Enrollment Akshaya has the highest quality of 92.7% against
the national average of 62%. Akshaya is also a premier agency in UID Enrollment having
generated 75% of total UIDs in Kerala. Partnership with Commercial Taxes helped Kerala to
achieve 100% VAT Returns Intel Learn Program covered 100 thousand school children
Government of India selected to provide consultancy service to Union Territory of Lakshadweep
to launch CSCs. Akshaya has so far succeeded to launch CSCs in Lakshadweep in a time bound
manner followed by roll out of e-literacy and G2C services. Inclusive Development By reaching
the remote rural locations of the State on a sustainable basis, and offering a variety of
world-class services, the Akshaya e-centres would encourage social inclusion of hitherto hereby
marginalized communities and under-privileged sections of the rural society.
The project opens up immense opportunities for women participation at various levels as
entrepreneurs, master trainers, social animators and finally as trainees etc. The higher level of
response from women sector is due to the factor that the project creates opportunities at their
doorsteps.

1. Women Participation and Empowerment

The Project has brought to the fore the enormous managerial and entrepreneurial talent of
women that remains untapped. The number of women who have come forward with the choice
of an entrepreneurial career by starting an Akshaya e-centre is significant. The women
entrepreneurs account for around 33% of the total entrepreneurs of the project selected in the
first level in seven districts.

2. Villages Being Transformed

It has not been uncommon for villagers to travel long distances to district/taluk headquarters
in order to obtain copies of public records, submit applications, meet officials, or to seek
information regarding their day-to-day needs or to enquire prevailing prices in commodity
markets etc. This involves the loss of a day's income as well as the cost of transportation. Once at
the government office, the relevant record, information, or official could be unavailable, forcing
repeated visits and additional expenses. In effect, government officials working with paper
records enjoy a monopoly over information. Villagers may also face discomfort, harassment, and
corruption on the part of public officials, or are often given incorrect information about
government programs or market prices. In fact, compared to urban populace, the rural people
were often forced to pay a disproportionate share of their income for gathering information.

In this context, much has been said about the potential use of Information and
Communications Technology (ICT) by government agencies to transform relations with citizens
and businesses. Increased transparency, less corruption, better delivery of government services,
greater government responsiveness and accountability, and empowerment of citizens – especially
poor ones – are commonly cited among the possible benefits of e-governance.
But, in villages, direct ownership and use of ICT – for instance through a PC with
internet access – applies only to a very minimal fraction of the population. Although the
availability of content in local languages and the use of graphic and voice interfaces can make
e-government applications more accessible to rural people, illiteracy and low levels of education
are powerful obstacles to the use of computers and other ICT tools. It follows that, in most cases,
rural people have to rely on a human intermediary between them and ICT applications.

It was under this context that the Government of Kerala conceived the Project – Akshaya
– for the benefit of people in the State, especially rural population. Access to information, backed
with relevant infrastructure and services, not only allows rural populace to improve its quality of
life but also support and supplement its existing incomes in a sustainable way. Access to
information and services like e-governance, micro-credit, literacy, education, health, etc., can
provide a solid foundation for the economic prosperity of rural villages. Moreover, it is a
well-stated fact that rural consumers are willing to pay for products and services that meet their
needs and are offered at affordable prices. Therefore, what needs is a new social contract – in
which there will be common access infrastructure, provided at commercial prices rather than
given for free.
Akshaya Project envisages to be a bottom-up model for imparting e-literacy training,
delivery of content, services, information and knowledge, that can allow like-minded public and
private enterprises – through a collaborative framework – to integrate their goals of profit as well
as social objectives, into a sustainable business model for achieving rapid socio-economic
change in rural villages of the State.
As stated above 2328 e-centres out of 2662 Akshaya e-centres (87.50%) are in rural
areas. This is going to be enhanced to 3180 in the near future thus covering every part of the
State, even the remotest villages. The very first target of the Project is to train one person from
64 families of the State thereby empowering rural population in using the advantages of ICT for
their day-to-day applications. This has started creating a knowledge power to bridge the ‘digital
divide’. The value additions thus gained are certainly augmenting the wellbeing and overall
economic development of rural populace in the State.
2.7 CUSTOMER SATISFACTION
Customer satisfaction is increasingly recognized as a main pillar for success in the
business environment and also a key issue to service. In this case, the business owners must
understand and provide what the customers want. The studies have shown that high level of
customer service quality can exert a positive influence on customer satisfaction.
Early concepts of satisfaction research have typically defined satisfaction as post choices
evaluate judgment concerning a specific purchase decision. Organizations have to know how
their customers feel. The word satisfaction is central to many definitions and in a marketing
context; it is used to have many specific meanings:
▪ Customer satisfaction is an experience based assessment made by the customers of how
far his own expectations about the individual characteristics or the overall functionality of
services obtained from the provider have been fulfilled.
▪ Satisfaction merely the results of things not going wrong.
▪ Satisfying the needs and desires of the customer.
▪ Satisfaction as pleasure.
▪ Satisfaction as delight.
▪ Customer evaluations of the quality of goods and services.
The most common interpretations reflect the notion that satisfaction is a feeling which results
from a process of evaluating what was received against the expected, the purchase decision itself
and the fulfillment of needs and wants. To attain true customer satisfaction, the companies need
to achieve quality not by eliminating the cause for direct complaint but they need to provide
their provide their products with excellent and attractive quality.
According to Philip kotler “consumer satisfaction is defined as, personal feeling of
pressure resulting from the comparing a products pursued performance in relation to his or her
expectations”.
As Marshall Field said, “Those who enter to buy, support me. Those who come to flatter,
please me. Those who complain, teach me how I may please others so that more will come. Only
those who hurt me are displeased but do not complain. They refuse me permission to correct my
errors and thus to improve my service.”
 The attitude of professional is summed up in this statement. It establishes the customer as
the person to whom the firm is responsible customers support them; therefore, their customers
deserve VIP treatment.

2.8 IMPORTANCE OF CUSTOMER SATISFACTION

​The needs to satisfy customer for success in any commercial enterprise is very
obvious. The income of all commercial enterprise is delivered from the payment received for
the products and services supplied to its customer. If there is no customer there is no income
and there is no business .Then the core activity of any company to attract and retain customers.
It is, therefore no surprise that Perter Drucker, the renowned management guru, has said, To
satisfy the customers is the mission and purpose of every business.
Satisfaction of customer is essential for relation of customers and for the continuous sales
of the product and service of the company to customer. This establishes the needs for the
importance of customer satisfaction. The satisfaction of consumers is different from one to
another, because each consumer has a different in their life. So, in order to satisfy the customers,
the marketer must be well known about behaviour of their customers.
Customers are most organizations main source of revenue but with the variety of
activities that occur in organizations, it is easy for their voice to get lost or for assumptions to be
made.
Craig bailey, the founder of customer centricity notes “make no mistake, business is
about numbers. In my opinion, there are two sets of numbers that every company must track and
manage: the financial and customer satisfaction levels. If executives of a corporation only care
about the financial indicators, the company will lose sight of their source of revenue – the
customer”. As a result, it is wise to track and manage customer satisfaction metrics as well as
other measures, and companies are encouraged to include customer satisfaction results among
the key performance indicators that are reviewed by executive leadership on a regularly planned
basis.
2.9METHODS TO MEASURE CUSTOMER SATISFACTION
​The methods to use the customer satisfaction are discussed below:
1. COMPLAINTS AND SUGGESTION SYSTEM
Companies obtaining complaints through their customer service centers and further suggestions
were given by customers to satisfy their desires.
2. CUSTOMER SATISFACTION SURVEYS
Responsive companies obtain a direct measure of customer satisfaction by periodic
surveys. They send questionnaires to random sample of their customers to find out how they feel
about various aspects of the company performance and also solicit views on their competitor
performance. It is useful to measure the customer willingness to recommend the company and
brand to other persons.
3. LOST CUSTOMER ANALYSIS
Companies should contact customers who have stopped buying or who have switched
to another supplier to learn why this happened.
Whatever method is used to determine customer satisfaction, needs and wants. It is
important that;
⇒ The process is driven from the highest levels in the organization;
⇒ Reasons for collecting data are known and linked to strategic plans and goals;
⇒ The information is used to drive improvement;
⇒ Baseline data is used to provide a benchmark for measuring improvements;
⇒ Results are widely distributed;
⇒ Data collection is a regular event.
Measurement of customer satisfaction is vital. It is a way of determining what customers
think and enables strategies to be developed that aim to lead to improvement that will assist in
ensuring customers repurchase or recommend the organization or its products to others. The best
way of assessing customer satisfaction is by asking customers directly and this is usually done
through a customer satisfaction survey and recommendation.
 CHAPTER III

DATA ANALYSIS AND INTERPRETATION

3.1 Introduction

3.2 Analysis and interpretation of data

INTRODUCTION
A study on a topic “Customer satisfaction of akshya centres with special reference to
Kannur Corporation” is an attempt to analyze the satisfaction of customers of akshaya centres. It
has been prepared and compiled using data collected from various sources. Basically primary
data have been utilized to effectively prepare and analyze the study​.

3.1 KNOWLEDGE ABOUT AKSHAYA CENTRE

Here we discuss about how people came to know about the Akshaya Centers nearby their
location. The main information sources about Akshaya were Friends, Media and family.

TABLE NO. 3.1

KNOWLEDGE ABOUT AKSHAYA CENTRE

PARTICULARS RESPONDENTS PERCENTAGE

FRIENDS 20 40
MEDIA 14 28
FAMILY 16 32
TOTAL 50 100

Source​: Primary Data

Interpretation
The table 3.1 shows that 40% respondents gained knowledge about akshaya centre from
their friends, 28% of respondents from media and 32% respondents from family.
FIGURE NO: 3.1
KNOWLEDGE ABOUT AKSHAYA CENTRE
3.2 COMPUTER LITERACY
Even though we live in a 100% literate state, Computer literacy is an entirely different
area. But still Kerala is the leading state in that part too. Here we discuss about the Computer
literacy of the people who comes to Akshaya centers for various services.

TABLE NO. 3.2

COMPUTER LITERACY

PARTICULARS RESPONDENTS PERCENTAGE

YES 37 74

NO 13 26

TOTAL 50 100

Source​: ​Primary Data

Interpretation
​The table 3.2 shows that 74% of the respondents are computer literate and 26% are
computer illiterate.
FIGURE NO: 3.2
COMPUTER LITERACY
3.3 USE OF ONLINE SERVICES
Akshaya centers offers various services include both online and offline services. Here are
the details of usage of online services people use in Akshaya.
TABLE NO. 3.3
USE OF ONLINE SERVICE

PARTICULARS RESPONDENTS PERCENTAGE

ALWAYS 27 54
RARELY 17 34
NOT USED 6 12
TOTAL 50 100
Source​: ​Primary Data

Interpretation
The table 3.3 shows that 54% of the respondents always use online services from akshaya
centre, 34% of the respondents rarely use online services and 6% of the respondents not used
online services from akshaya centre.

FIGURE NO: 3.3

USE OF ONLINE SERVICE
3.4 SERVICE PREFERENCE OF CUSTOMERS

Akshaya centers provide various services such as E-Payment, Adhar enrollment, E-Grant,
Passport seva, Birth and death certificates, etc. Here we interpret about why people visit
Akshaya.
TABLE NO. 3.4

SERVICES PREFERENCE OF CUSTOMERS

PARTICULARS RESPONDENTS PERCENTAGE

E-PAYMENT 7 14
RATION CARD 9 18
PASSPORT 3 6
E-MANAL 1 2
E-TICKET 4 8
ADHAR 9 18
E-VIDYA 0 0
E-GRANT 1 2
KIOSK BANKING 1 2
E-MAIL 3 6
BIRTH AND DEATH CERTIFICATE 12 24

Source​: Primary Data

Interpretation
The table 3.4 shows that 24% of the respondents prefer birth and death certificate service
18% of respondents for ration card, adhar service. 14% for E-payment, 8% for e-ticket, 6%
respondents for passport E-mail and 2% for E-grant, kiosk banking services from akshya centres.
 FIGURE 3.4
SERVICES PREFERENCE OF CUSTOMER
3.5 SERVICE SATISFACTION
Sometimes it’s difficult to meet with the expectations of people, Here we discuss about
whether the customers are satisfied by the Akshaya services or not.

TABLE NO 3.5
SERVICE SATISFACTION

PARTICULARS RESPONDENT PERCENTAGE

YES 33 66

NO 17 34

TOTAL 50 100

Source​: Primary Data

Interpretation
The table 3.5 shows that 66% of respondents are satisfied with the service offered and 34%
of respondents are not satisfied with the service offered by akshaya centre.
FIGURE 3.5
SERVICE SATISFACTION
3.6 TRAINED EMPLOYEES
Able and well trained employees are the corner stone of every Entrepreneurship. Here we
discuss about how the customers feels about the ability of the Akshaya employees.

TABLE NO. 3.6

TRAINED EMPLOYEES

PARTICULARS RESPONDENTS PERCENTAGE

SOMEWHAT AGREE 30 60
STRONGLY AGREE 15 30
DISAGREE 5 10
TOTAL 50 100
Source​: Primary Data

Interpretation
The table 3.6 shows that 60% of the respondents somewhat agree that the employees in
akshaya centres are well trained, 30% of the respondents strongly agree that the employees are
well trained and the remaining 10% disagree that the employees are not well trained.

FIGURE 3.6

TRAINED EMPLOYEES
3.7 STAFF’S WAY IN HANDLING CUSTOMERS

Customer is the king in each aspect of every business. Good manners and well behavior
of employees will increase customer satisfaction.

TABLE NO. 3.7

STAFF’S WAY IN HANDLING CUSTOMERS

PARTICULARS RESPONDENTS PERCENTAGE

FRIENDLY 15 30
CO-OPERATIVE 29 58
UNFRIENDLY 4 8
RUDE 2 4
TOTAL 50 100
Source​: Primary Data

Interpretation

The table 3.7 shows that 30% of the respondents said that the staffs are friendly, 58%
are co-operative, 8% are unfriendly and last 4% says that the akshaya staffs are rude in handling
customers.
FIGURE 3.7
STAFF’S WAY IN HANDLING CUSTOMERS
3.8 TIME CONSUMPTION

In this advanced era we live on, time is the most valuable thing. People always tend to
complete their tasks in less time as possible. The rate of time consumption by Akshaya services
are shown here.
TABLE NO 3.8
TIME CONSUMPTION
Source​: Primary Data
Particulars Respondents Percentages

Yes 33 66

No 17 34

Total 50 100

Interpretation

The table 3.8 shows that 66% of the akshaya staffs consume their valuable time, and 34%
said that akshaya centre consumes adequate time.

FIGURE 3.8
TIME CONSUMPTION
3.9 REDUCTION OF PAPERWORK

In these digital times, it is very difficult to handle and store important documents.
Akshaya centers helps to digitalize all kinds of documents and reduce paperwork.

TABLE NO 3.9

REDUCTION OF PAPER WORK

PARTICULARS RESPONDENTS PERCENTAGE

YES 44 88
NO 6 12
TOTAL 50 100
Source​: Primary Data

​Interpretation
The table 3.9 shows that 88% of the respondents said that the akshaya centre has reduced
paper work and 12% respondents said that paper work is still there
FIGURE NO 3.9
REDUCTION OF PAPER WORK
3.10 IMPROVEMENT OF AKSHAYA CENTRE

​Since Akshaya centres started a decade ago, its improved in various ways includes
computerization and quality of services. Here we discuss about how customers feels about the
improvements they made.

TABLE NO. 3.10

IMPROVEMENT OF AKSHAYA CENTRE

PARTICULARS RESPONDENTS PERCENTAGE
HIGHLY IMPROVED 15 30
IMPROVED 20 40
NORMAL 11 22
NOT IMPROVED 3 6
WORSED 1 2
TOTAL 50 100
Source​: Primary Data
Interpretation
The table 3.10 shows that most of the respondents are in the view that computerization in
akshaya centres are improved and only 2% have the opinion that computerization in akshaya
centres are worse.
FIGURE NO: 3.10
MPROVEMENTS OF AKSHAYA CENTRE
3.11 USEFUL SYSTEM

Here we can see the difference between the conventional system and Akshaya system.

TABLE NO. 3.11

USEFUL SYSTEM
PARTICULARS RESPONDENTS PERCENTAGE
CONVENTIONAL 7 14
AKSHAYA 43 86
TOTAL 50 100
Source​: Primary Data

Interpretation
The table 3.11 shows that the 14% respondents like conventional system and the rest 86%
have opinion that akshaya system is more useful.

FIGURE NO: 3.11

USEFULL SYSTEM
3.12 SERVICE AMOUNT CHARGED

​Customers always prefer to get quality services at reasonable price. Here we discuss
about how customers feels about the amounts charged by Akshaya.

TABLE NO. 3.12

SERVICE AMOUNT CHARGED
PARTICULARS RESPONDENTS PERCENTAGE
ADEQUATE 48 96
INADEQUATE 2 4
TOTAL 50 100
Source​: Primary Data

Interpretation
The table 3.12 shows that 96% respondents said that the akshaya has charged adequate
service charge and 4% said that the charge is inadequate.

FIGURE NO: 3.12

SERVICE AMOUNT CHARGED
3.13 FULFILMENT OF URGENT NEEDS

Customer’s needs may wary from time to time. Some very urgent things comes along at
the last minute. Here we see the Customer’s view on whether their immediate needs are fulfilled
or not by Akshaya Centres.

TABLE NO: 3.13

FULFILMENT OF URGENT NEEDS
PARTICULARS RESPONDENTS PERCENTAGE
YES 44 88
NO 6 12
TOTAL 50 100
Source​: Primary Data

Interpretation

The table 3.13 shows that 88% of the respondents said that the akshaya centre has
fulfilled their urgent needs and 12% respondents are in the opinion that their need is not fulfilled.

FIGURE NO: 3.13

FULFILMENT OF URGENT NEEDS
3.14 CERTIFICATE DELIVERY WITH MINIMUM TIME

Most of the customers approach Akshaya centres for various certificates. Here it shows
whether those certificates are delivered in minimum time and effort or not.

TABLE NO. 3.14

CERTIFICATE DELIVERY WITH MINIMUM TIME

PARTICULARS RESPONDENT PERCENTAGE

YES 30 70
NO 20 30
TOTAL 50 100
Source​: Primary Data
Interpretation
The table 3.14 shows that 70% of respondents said that akshaya centre have delivered
certificate with minimum time and effort and 30% are in the opinion that akshaya have taken
more time in delivering certificate​.
FIGURE NO: 3.14
CERTIFICATE DELIVERY WITH MINIMUM TIME
3.15 OPINION ABOUT SERVICES PROVIDED

The services needed by the customer vary from one another and their opinion about the
services are the same. Here we discuss about how customers feels about the various services
provided by Akshaya.

TABLE NO. 3.15

OPINION ABOUT SERVICES PROVIDED

PARTICULARS RESPONDENTS PERCENTAGE

HELPFUL 19 38
USEFUL 25 50
CONVENIENT 4 8
COMPLICATED 2 4
TOTAL 50 100
Source​: Primary Data

Interpretation
The table 3.15 shows 50% of the respondents said that the Services offered by akshaya centre
is useful to them, 38% of respondents said that the service is helpful, 8% of service provided are
convenient and last 4% respondents said that the services provided are complicated​.
FIGURENO: 3.15
OPINION ABOUT SERVICES PROVIDED
3.16 MISTAKES IN SERVICE

When handling hundreds of customers day by day, it’s possible that some of them may
create mistakes. Here it shows how much mistakes are caused by Akshaya centers.

TABLE NO: 3.16

MISTAKE IN SERVICE
PARTICULARS RESPONDENT PERCENTAGE
YES 33 66
NO 17 34
TOTAL 50 100
​Source​: Primary Data

Interpretation
The table 3.16 shows that 66% of respondents said that akshaya centre have not committed
any mistake in the certificate they provided and 34% are in the opinion that akshaya have
committed mistake in their certificate.

FIGURE NO: 3.16

MISTAKE IN SERVICE
3.17 PROBLEMS FACED WHILE USING AKSHAYA SERVICE

Various problems faced by customers while using Akshaya services are shown below in a
graphical manner.

TABLE NO: 3.17

PROBLEMS FACED WHILE USING AKSHAYA SERVICE

PARTICULARS RESPONDENTS PERCENTAGE
NOT USER FRIENDLY 10 20
WEBSITE AVAILABILITY 25 50
INTERNET CONNECTION 15 30
TOTAL 50 100
Source​: Primary Data

Interpretation
The table 3.17 shows that 50% respondents said that website availability is the main
problem they faced while 30% respondents said that internet connection is the problem,20%said
that not user friendly is the problem faced while using akshaya service.

FIGURE NO: 3.17

PROBLEM FACED WHILE USING AKSHAYA SERVICE
3.18 SUGGESTIONS FOR IMPROVEMENT

Here we discuss about the suggestions to improve various services provided by Akshaya
Centres.

TABLE NO. 3.18

SUGGESTIONS FOR IMPROVEMENT

PARTICULARS RESPONDENT PERCENTAGE

MORE COMPUTERS 30 60
BETTER EMPLOYEES 15 30
FAST INTERNET 5 10
TOTAL 50 100
Source​: Primary Data

Interpretation
The table 3.18 shows that 60% of respondents suggested that akshaya centre should have
more computers and 30% respondents suggested better employees and 10% suggested fast
internet.
FIGURE NO: 3.18
SUGGESTION FOR IMPROVEMENT
 CHAPTER IV

SUMMARY, FINDINGS & SUGGESSIONS

4.1 Introduction

4.2 Summery

4.3 Findings

4.4 Conclusion
4.1 INTRODUCTION

This chapter contains summary, findings and suggestions about the study. Statistical tools are
applied to analyze the data. It includes the results of each and every tables and chart.

4.2 SUMMERY

Through this study entitled, “customer satisfaction of akshaya centers in Kannur

Corporation” in this study, the researcher tried to analyze the customer satisfaction of Akshaya
centres. The main objective of the study was to determine the present customer satisfaction level
of users of the Akshaya centre in Kannur Corporation.
The Study is presented in four chapters. The first chapter contains the statement of the
problem, scope, objective, methodology used, sources of data and limitation of data. Second
chapter deals with the literate part of the study which gives an overview of Akshaya centres and
its services and also about customer satisfaction. The third chapter moves with the core part of
the study-analysis and interpretation of data collected. Accepted tools like Tables, charts,
diagrams etc. are used to analyze the data. The fourth chapter gives the output of the
study-summery of the study, findings; suggestions and conclusion are also included in this
chapter.
FINDINGS
1. More customers (40%) gained knowledge about akshaya centers from their friends and others
gained knowledge about Akshaya from Medias and family.
2. About 74% of respondents are computer literate.
3. More than half of the respondents (54%) use online services in akshaya centres.
4. The most rented service of akshaya centre is issuing birth and death certificate (24%).
5. About 66% of customers satisfied with service offered by akshaya centres
6. About 60% of employees in akshaya centres are well trained.
7. The respondents feel around 30% of the employees are friendly and 58% of them are
cooperative.
8. Most of the customer (66%) in akshaya centres are in view that the akshaya staffs consumes
their valuable time.
9. Around 88% of the customers say that the akshaya centres reduce the paper work.
10. 90% of the respondents feels like Computerization of Akshaya centre are getting better.
11. About 86% of customers think akshaya system is better than the conventional system.
12. Around 96% of the customers are in opinion that the akshaya centres charges only adequate
fees for their services.
13. Many of the Respondents (88%) feels that Akshaya centers are very helpful to fulfill their
urgent needs.
14. Most of the customers (70%) are in opinion that the akshaya centres delivers certificate with
in the adequate time.
15. Only negligible percentage of respondents (4%) thinks that services provided by Akshaya
centers are complicated were all others thinks it is helpful.
16. Two third of the respondents (66%) felt Akshaya centers seldom makes mistakes.
17. Half of the respondents (50%) feels that the unavailability of the website is the main problem faced
while using Akshaya centre services
18. Most of the respondents (60%) suggested that adopting more computers would improve services
provided by Akshaya​.
SUGGESTIONS

​ he people are unaware or not fully aware of the services provided by Akshaya so they
1. ​ T

should take initiatives to create awareness among them.

2. The training programs conducted by akshaya is not effectives because of less participation of
public so they should take initiative to improve the number of participants by giving publicity to
the programme.

3. It would be better for Akshaya if it improve the facilities such as number of computers,
spacious interior etc. as many of the centers are not able to satisfy the customers because of
limited facilities.

4. Trained and efficient staffs should be appointed in Akshaya so that they will treat the
customers in professional way.

5. Most of the customers are opinioned that 'Akshaya is friendly face of government ' to improve
this more government services can be included under Akshaya.

6. Government should promote the interest in young people by conducting various awareness
programs to start akshaya centers as it is an attractive area of business for them and they can do it
in a better way.

7. Akshaya Centres has to include more facilities that would be attract teenage customers such as
computer courses, job recruitment etc.
CONCLUSION
The Akshaya project was initiated by Government of Kerala to bridge the digital gap
between the ‘information haves’ and ‘information have-nots’. The Akshaya project is conceived
as a two-phase e-literacy programme that can change the culture and way of life of Keralites. As
an initiative of Kerala government for the development of IT infrastructure in the state and to use
the immense possibility of IT to meet the needs of common people in their daily life and to
convert Kerala into foremost knowledge society of the world, it is a revolutionary in content and
consequences expected. The first experimental phase of Akshaya project has been implemented
in the district of Malappuram in Kerala.
From the study it is clear that Akshaya center comes out with flying colours both in the
field of E-literacy, E-governance and E-payments. Akshaya has taken giant strides in the field
of ICT knowledge dissemination and citizen service delivery. Its canvas of services includes
e-literacy, e-governance, Aadhar enrolment, e-ticket, utility bill payment through e-payment etc.
Akshaya has shown its mettle in each one of these services. From this study it is revealed that
Akshaya is no longer a dream to normal people.
 BIBILIOGRAPHY

❖ BOOKS
1. L.P. Mahajan, Anupama Mahajan, principle of marketing, vikas publication house
private ltd.
2. RSN Pilla bagavathi, modern banking principles& practices, S Chand& company
ltd. New Delhi.
3. A Vinod, marketing management, Calicut university, central co-operative store ltd

❖ WEBSITES
1. www.akshayakerala.gov.in
2. www.e-kendra.org
3. www.quickerala.com
4. Google.com
5. Wikipedia.org
QUESTIONNAIRE

“A STUDY ON CUSTOMER SATISFACTION OF AKSHAYA CENTRES SERVICES

WITH SPECIAL REFERENCE TO KANNUR CORPORATION”
● Personal Information;
Name:
Age:
Sex:
Designation :

● Technical Information

1. How did you come to know about akshaya centres?

Media Friends Family
2. Are you a computer literate?
Yes No
3. How often do you use online services from Akshaya Centre?
Always Rarely Not used

. 4. Which service you prefer from akshaya centres?

E-Payment E-ticket E-grant Ration card
Aadhar Kiosk banking

Passport E-vidya E-mail

E-Manal Birth and death certificate

5. Are you satisfied with the service of Akshaya centres?

Satisfied Dissatisfied

6. Do you agree that employees of Akshaya centres are well trained?

Somewhat agree strongly agree Disagree

7. What is your opinion the way in which the staff of akshaya handles their customers?
 Friendly Co-operative Unfriendly Rude

8. Do you feel Akshaya centre consumes your valuable time?

Yes No

9. Do you feels that the paper work is reduced due to Akshaya centres?
Yes No

10. Are you satisfied with the servicing time met by Akshaya centers?
Highly satisfied Satisfied
Neutral Not satisfied

11. Do you feel citizens benefit greatly from Akshaya Centre than conventional
System?
Highly improved Improved

Normal Not improved

Worse

12. According to your opinion, which system do you found to be more useful?
Conventional Akshaya

13. Akshaya centers provide better quality services economically other than other computer
Centres outside.
Yes No

14. Do you think the amount charged by akshaya centre for the services rendered by
them is adequate?
Adequate Inadequate
 15. Do you find the services provided by akshaya capable of fulfilling your urgent needs?
Yes No

16. Did you get the certificate that you applied for with minimum time of effort?
Yes No

17. What is your opinion about service provided by Akshaya?

Helpful Useful
Convenient Complicated

18. Do you think that government should make more investment on Akshaya Centres?
Yes No

19. Did you come across any mistake in any of the certificate provided by akshaya?
Yes No

20. What is the problem faced by you while using Akshaya centre?
Not user friendly Website availability
Internet Connection Lack of efficiency

21. Do you expect any further services by Akshaya?

Yes No

If yes, specify ……………..

22. What are your suggestions for Akshaya centres?

More computers Better employees’ Fast internet

23. Suggest some measures to improve Services of Akshaya centres?

…………………………………………………………………………………………..
…………………………………………………………………………………………..
…………………………………………………………………………………………..