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A Study On Customer Satisfaction On Digital Marketing in Online Advertising Company
A Study On Customer Satisfaction On Digital Marketing in Online Advertising Company
A Study On Customer Satisfaction On Digital Marketing in Online Advertising Company
On
Submitted by:
PRASHANT GAURAV
Roll No.1170672090
Session 2018-2019
School of Management
Marketing in Online Advertising Company” The data mentioned in this report were
obtained during genuine work done and collected by me. The data obtained from other
sources have been duly acknowledged. The result embodied in this project has not been
submitted to any other University or Institute for the award of any degree.
PRASHANT GAURAV
B.B.D.U, Lucknow
ACKNOWLEDGEMENT
sense of gratitude which one express for others for their help and supervision in achieving
the goals. I too express my deep gratitude to each and everyone who has been helpful to
me in completing the project report successfully. I would also like to thank Almighty
God for blessing showered on me during the completion of dissertation report. First of
I give my regards and sincere thanks to Dean Prof. Dr. Sushil Pandey and also I am
deeply gratified to Mr. Shankar Singh (Asst. Professor) for his earnest coordination
and valuable efforts. He constantly encouraged me right from the inception to final
Last but not the least; I am hugely indebted to all the faculty members of my institute, my
family members and friends for their sincere advice & cooperation to complete my
(PRASHANT GAURAV)
EXECUTIVE SUMMARY
engaged into various jobs such as dealing with clients, answering customer queries
through telephonic conversations and providing them knowledge about new schemes and
Marketing in Online Advertising Company”. The project work was for this research
The research has been conducted to gather information from 100 respondents & a
structured questionnaire will be used to collect the information from the respondents. The
data which was collected from them will be analyzed and classified. It was found that
though the SamInfratech Private Limited has the highest market share it needs to improve
Acknowledgement
Executive Summary
1 Introduction
2 Company profile
4 Research Methodology
6 Findings
7 Suggestions/Recommendations
8 Limitations
9 Conclusion
Bibliography
Appendix
INTRODUCTION
1
INTRODUCTION
Introduction to digital India
Digital India
speed internet networks. Digital India has three core components. These include:
Digital literacy
Figure 1
A two-way platform will be created where both the service providers and the consumers
stand to benefit. The scheme will be monitored and controlled by the Digital India
Advisory group which will be chaired by the Ministry of Communications and IT. It will
be an inter-Ministerial initiative where all ministries and departments shall offer their
2
partnership model shall be adopted selectively. In addition, there are plans to restructure
the National Informatics Centre. This project is one among the top priority projects of the
Modi Administration.
Project
Broadband in 2.5 lakh villages, universal phone connectivity, Net Zero Imports by 2020,
400,000 Public Internet Access Points, Wi-fi in 2.5 lakh schools, all universities; Public
wi-fi hotspots for citizens, Digital Inclusion: 1.7 Cr trained for IT, Telecom and
Electronics Jobs Job creation: Direct 1.7 Cr. and Indirect at least 8.5 Cr. e-Governance &
banking Digitally empowered citizens – public cloud, internet access. The Government of
Fibre Network project will be the custodian of Digital India (DI) project. BBNL had
FTTH based broadband. This will provide the first basic setup to achieve towards Digital
India and is expected to be completed by 2017. Optical fibre cables have been laid out in
Pillars
1. Broadband Highways
3
6. Information for All
7. Electronics Manufacturing
8. IT for Jobs
Services
Some of the facilities which will be provided through this initiative are Digital Locker, e-
eduction, e-health, e-sign and national scholarship portal. As the part of Digital India,
DigiLocker
Digital Locker facility will help citizens to digitally store their important documents like
PAN card, passport, mark sheets and degree certificates. Digital Locker will provide
Aadhaar. It is aimed at eliminating the use of physical documents and enables sharing of
dedicated personal storage space in the cloud to citizens, linked to citizens Aadhaar
Electronics.BPO Policy for All Round Development: BPO Policy has been approved to
create at-least one BPO centre in each North Eastern state and also in smaller / mofussil
4
Digital India Week
At the launch ceremony of Digital India Week by Prime Minister Narendra Modi, top
CEOs from India and abroad committed to invest Rs 4.5 lakh crore (~70 BUSD with 1
USD=Rs65) towards this initiative. The CEOs said the investments would be utilitized
towards making smartphones and internet devices at an affordable price in India which
would help generate jobs in India as well as reduce the cost of importing them from
abroad. Reliance Industries Chairman Mukesh Ambani said his company would invest Rs
2.5 lakh crore across different Digital India heads, which have the potential to create
employment for over five lakh people.He also announced setting up of the 'Jio Digital
India Start Up Fund' to encourage young entrepreneurs who are setting up businesses
focused around the Digital India initiative. Silicon Valley Tech Giants from Silicon
support of Digital India and started a chain on Facebook and promised to work on WiFi
villages in India and make India its cloud hub through Indian data
vision to transform India into a digitally empowered society and knowledge economy.
5
Figure 2
The journey of e-Governance initiatives in India took a broader dimension in mid 90s for
wider sectoral applications with emphasis on citizen-centric services. Later on, many
were citizen-centric, they could make lesser than the desired impact. Government of India
covering various domains were initiated. Despite the successful implementation of many
e-Governance projects across the country, e-Governance as a whole has not been able to
make the desired impact and fulfil all its objectives. It has been felt that a lot more thrust
is required to ensure e-Governance in the country promote inclusive growth that covers
ecosystem of public services through the use of information technology, the Government
of India has launched the Digital India programme with the vision to transform India into
6
Vision Areas of Digital India
Citizen, Availability of high speed internet as a core utility for delivery of services to
citizens, Cradle to grave digital identity that is unique, lifelong, online and authenticable
to every citizen, Mobile phone & bank account enabling citizen participation in digital &
financial space
Infrastructure
A well connected nation is a prerequisite to a well served nation. Once the remotest of the
Indian villagers are digitally connected through broadband and high speed internet, then
delivery of electronic government services to every citizen, targeted social benefits, and
financial inclusion can be achieved in reality. One of the key areas on which the vision of
component under this vision is high speed internet as a core utility to facilitate online
identity, financial inclusion and ensure easy availability of common services centers. It is
also proposed to provide citizens with “digital lockers” which would be sharable private
spaces on a public cloud, and where documents issued by Government departments and
7
agencies could be stored for easy online access. It is also planned to ensure that the
Information and communication technologies (ICTs) have the potential of not only
bridging the great digital divide in the country (in terms of easy and effective access to
ICTs) but also of positively contributing to the growth of the economy, employment and
length and breadth of the country by deploying ICT infrastructure, optical fibre, and last-
7 Integration of all core ICT infrastructure built under National e-Governance Plan
8
11 Coverage for 55,619 uncovered villages by 2018
13 Coverage for 2,50,000 GPs by 2016-17 through Common Services Centers (CSCs);
The ideal identity is one that is unique, singularly sufficient, robust enough to disallow
duplicate and fake records, easily and digitally authenticable in an inexpensive manner,
verification of identity is done online with the help of authentication devices which
connect to UIDAI’s Central Identity Repository and return a ‘yes’ or ‘no’ response to the
basic query, “Is the person who he/she claims to be?”, based on the demographic and
biometric data available with UIDAI. Aadhaar can be used by any application which
needs to establish the identity of a resident and/or provide secure access for the resident
Indian telecom sector is the world’s fastest growing telecom sector. The massive and
growing penetration of mobile phones in India, especially in rural areas, provides a ready
and widespread base for access to and delivery of public services electronically. Data
access through mobiles continues to gain popularity, and as on date, around 80 per cent
9
of internet users in India access internet through mobile devices. This holds great promise
particular.bankIn the mobile space, DeitY has launched Mobile Seva, a revolutionary
and agencies across the nation to deliver public services to citizens and businesses
through mobile devices across various mobile-based channels such as SMS, USSD,
mobile apps, and voice/ IVRS.In the financial space, DeitY has collaborated with NSDL
for facilitating all government departments and services to collect online payments from
citizens for public services. PayGov offers an end-to-end transactional experience for
citizens who can opt from various payment options such as Net Banking (65+ banks),
debit cards, credit cards, cash cards/ prepaid cards/ wallets, and NEFT/ RTGS, etc.The
'Pradhan Mantri Jan-Dhan Yojana' has been launched as a national mission encompassing
households in the country. The plan envisages universal access to banking facilities with
at least one basic banking account per household, financial literacy, access to credit,
insurance and pension facility. It also envisages channeling all government benefits to the
10
Figure 3
Implemented under the NeGP formulated by DeitY, the CSCs are ICT-enabled front-end
service delivery points (kiosks) at the village level for delivery of government, financial,
social and private sector services in the areas of agriculture, health, education,
operator (known as the Village Level Entrepreneur or VLE), the Service Centre Agency
(SCA) for establishing CSCs in a zone consisting of a few districts, and a State
Designated Agency (SDA) for managing the implementation in the State. CSCs enable
government, private and social sector organizations to align their social and commercial
goals for the benefit of the rural population in the remotest corners of the country through
establish 1,00,000 CSCs in 6,00,000 villages in the ratio of one CSC for every 6 villages.
As on date, more than 1,37,000 CSCs are operational across the country. Under the
proposed CSC 2.0 programme, it is planned to increase the number of CSCs to 2,50,000
(covering all panchayats) to facilitate easier access to CSCs for the citizens.
11
What is in it for the citizens?
Changed scenario
The neighbourhood CSC is a convenient and friendly place to know and avail
G2C services, banking services (including loans) and also to learn about suitable
agricultural practices.
Family members can learn computer skills at the CSC and also undergo
Easy and authentication-based access to a digital locker, i.e. a shareable private space on
a public cloud, can greatly facilitate paperless transactions. Citizens can digitally store
Government-issued digital documents and certificates and share them with various
agencies without having to submit or send physical documents or copies. Digital Locker
Current Scenario:
Government of India would provide a digital private space, i.e. Digital Locker, to
every citizen.
12
The ‘Digital Locker’ would enable citizens to securely store all their important
The electronic documents can be shared with public agencies or others without the
Such a ‘digital locker’ will greatly improve citizen convenience and usher in
In a situation of disaster, e.g. flood, storm, fire, etc, when citizens may loose paper
documents, documents in the digital repository would be accessible for them anytime,
The digital locker would have a collection of repositories (digital repository) for issuing
Personal locker provided to citizens would also act as a platform for storing the links
(termed as Document URI) for accessing the documents directly from these repositories.
This platform would enable the citizens to securely share their documents with the
service providers who can also directly access public documents from the issuing
Cyberspace is where all online digital assets, protocols, identities etc. reside and interact
and transact. It is imperative that cyberspace be made safe and secure for all
organizations and users. The Indian Computer Emergency Response Team (ICERT/
guidelines and measures for users against risks and threats. Further, a National
13
Coordination Centre on Cyber Security has been proposed as one of the key projects
Over the years, a large number of initiatives have been undertaken by various State
have been made at multiple levels to improve the delivery of public services and simplify
the process of accessing them. E-governance in India has steadily evolved from
computerization of Government
The National e-Governance Plan (NeGP) was approved in 2006 to take a holistic view of
e-governance initiatives across the country, integrating them into a collective vision.
Around this idea, a massive countrywide infrastructure reaching down to the remotest of
enable easy and reliable access over the internet. The ultimate objective was to make all
government services accessible to the common man in his locality, through common
service delivery outlets, and ensure efficiency, transparency, and reliability of such
services at affordable costs to realise the basic needs of the common man".Six elements
are crucial for ensuring that governance and services are made available on demand to all
departments or jurisdictions
14
Safe
Access to some services often also involves documents, approvals and clearances from
authorities outside the department/ jurisdiction providing the service. Today, the focus is
on providing single-window access to such services so that the citizens and businesses
save time and effort across multiple departments or jurisdictions concerned. This is
exemplified by the e-Biz and e-Trade projects under the NeGP. In order to provide
policies are also being finalized by DeitY. The API policy sets out the Government’s
approach on the use of open APIs to promote software interoperability for all e-
governance applications and systems and provide access to data & services for promoting
participation of citizens and other stakeholders. Also, common platforms like MeghRaj
Cloud Platform, Mobile Seva, PayGov and eSangam have been established by DeitY for
the Departments and States for the purposes of interoperable and integrated services.
mygovThe focus today is on designing e-Governance applications in such a way that the
a real time basis and across all types of access devices such as desktop computers,
connectivity at panchayat level, the National Optical Fibre Network (NOFN) project is
resolve the connectivity issues by taking gigabit fibre to all the panchayats in the
country.The Mobile Seva project of DeitY is a highly successful project that provides a
15
common national platform to all Government departments and agencies at the central,
state and local levels for providing mobile based services and mobile apps. Over 1900
government departments and agencies across the country are using the mobile platform
for mobile enabled services. This initiative has won the 2014 United Nations Public
Service Award. Mobile Seva is a winner at United Nations Public Service Awards (2014)
Age”. It is the only winner from India in 2014.Changing the Life of Citizens through
Current scenario:
Changed scenario:
Use of mobile phone or laptop would help in checking the status of entitlements, bank
Access to internet and focus on digital literacy will also help citizens aspire for better
Text books will be available in the form of e-books which can be downloaded on
laptops.
Citizens may avail government and private services from home by accessing the
The flexibility, agility, cost effectiveness and transparency offered by the cloud
to utilize and harness the benefits of Cloud Computing, Government of India has
16
embarked upon an ambitious initiative – “GI Cloud” which has been named as
country while optimizing ICT spending of the Government.The cloud platform can host
online repositories for all possible entitlements thereby providing a single source of truth.
This includes areas like Public Distribution System, BPL entitlements, social sector
benefits, LPG and other subsidies, etc. The platform can enable automated registration,
maintenance and delivery of citizen entitlements under several government schemes. This
will provide delivery for these entitlements on an anywhere, anytime basis. A citizen
moving to a new place shall not lose his/her entitlements and will not have to go through
a lengthy process to register and supply documents afresh to continue getting the benefits.
The plan is to leverage the cloud platform for addressing the portability issue towards
ensuring continuity of citizen entitlements across the entire country.A major milestone
was achieved in October 2014 with the launch of provident fund portability through the
Universal Account Number (UAN). Employees now need not worry about transferring
the funds lying in their provident fund accounts when they change their locations.
property, getting credit, protecting investors, paying taxes, trading across borders,
enforcing contracts, resolving insolvency and other clearances etc. are the various
services for businesses shall be digitally transformed for improving Ease of Doing
Business in the country.The existing MMPs under the NeGP shall be strengthened using
latest tools and technologies:The e-Biz project provides integrated services across various
17
central and state departments/ agencies through a single window mechanism to all
facilitates foreign trade in India by promoting effective and efficient delivery of services
Electronic payments and fund transfers have the advantage of targeted and direct delivery
to the intended beneficiaries without the involvement of middlemen who may otherwise
subvert the system. Similarly, online mechanisms for payment of fees for certain public
services offer a transparent, friendly and expeditious channel to citizens for payments. All
financial transactions above a threshold shall be made electronic & cashless.DeitY has
created PayGov India as a centralized payment gateway for all Government Departments
Limited (NSDL).PayGov India is securely integrated with National and State Service
Delivery Gateways (NSDG and SSDG) to enable sharing of information across databases
for efficient service delivery, and also with the Mobile Services Delivery Gateway
(MSDG) under Mobile Seva. The citizens can choose from a host of e-payment options
such as Net banking, credit card, debit card, prepaid/ cash card/ wallet, Immediate
18
Leveraging Geospatial Information System (GIS) for decision support systems &
development
Various government services can be offered in a better way by proper use of GIS
organizations such as Survey of India, National Informatics Centre (NIC), NRSA and
applications.This GIS platform will be leveraged as a service for the benefit of various
mission mode projects and other e-governance initiatives. NGIS can also be leveraged for
monitoring the physical progress of projects, disaster management and specialized needs
1.4.10.1 Empowerment
segments, Indians are increasingly connecting and communicating with each other
through mobile phones and computers riding on digital networks. The Digital India
focusing on digital literacy, digital resources, and collaborative digital platforms. This
level for truly and fully leveraging the potential the Digital India programme. It provides
19
the citizens the ability to fully exploit the digital technologies to empower themselves. It
helps them seek better livelihood opportunities and become economically secure.The
focus today is on making at least one person e-literate in every household. Core ICT
infrastructure set up by the central and state governments, such as CSCs, can play a
critical role in taking digital literacy to the remotest locations of the country. To ensure
that all panchayats in the country have high-speed connectivity, the Department of
Telecom (DoT) has established Bharat Broadband Network Ltd. (BBNL) to roll out the
National Optical Fiber Network (NOFN). BBNL will lay out the optic fiber cable
terminating in each of the 2,50,000 gram panchayats in the country, providing 100 Mbps
link to be used as information highway by all the stakeholders to ensure that digital
inclusion reaches all villages across the country. This will ensure digitization and
connectivity of the local institutions, such as panchayat office, schools, health centres,
libraries, etc. The industry has also come forward to support the e-literacy goal through
society under DeitY, has identified more than 5000 facilitation centres across the country
for training on courses which will equip a person to undertake e-Governance transactions
through computers and other basic activities, like e-mail, browsing the internet, etc.
NIELIT has also signed MoUs with industry partners towards jointly conducting courses
20
Universally accessible digital resources
Digital resources are truly universally accessible when they are easily available and
navigable everywhere and by everyone. Open resources have the advantage of being
widely and inexpensively available and also being widely usable and customizable.
Digital resources created or implemented along these lines can be accessed everywhere
agencies have the responsibility of ensuring that their digital resources are of high quality
Current scenario
Changed scenario
agencies.
applications.
The National Data Sharing and Accessibility Policy (NDSAP) requires government
NDSAP in India is being done by NIC, an agency of DeitY, through the Open
21
Government Platform for India (http://data.gov.in (link is external)) which provides a
single point access to all the open-format datasets published by different government
departments. DeitY is also formulating a policy on open APIs to make all the data and
can then be consumed by other e-governance applications/ systems and the public. DeitY
is responsible for setting up the API standards and designing a gateway for seamless
Digital resources are as useful as the manner in which they are rendered on the users’
devices, which may be mobile phones, tablets, computers, or other devices. These
devices, while all able to access sites where digital resources are available, may be based
on varying support standards and also may or may not support differentiated styles of
content presentation and layout. In such cases, the content may not be rendered correctly
application of the necessary style sheets and other server side solutions can help owner
departments and agencies achieve this aspect of universal accessibility of their digital
providing access to digital resources for citizens with special needs, such as those with
disabilities, physical disabilities which hinder operation of ubiquitous access devices such
Citizens should not be asked to provide government documents or certificates, which are
22
Portability of all electronic documents should also be ensured. As an example,
educational institutions should ensure that all their degrees and certificates are digitized
and kept in online repositories with appropriate access protocols. The citizen, while
filling some application form, should not be asked to submit the certified copies of
his/her educational certificates but should provide details of these certificates available in
an online repository which can be seen by the agency concerned using the pointer
truth for these documents/certificates. The data may include categories such as digitally
signed educational certificates, land records, driving licenses, permits, etc. Requesting
India has a remarkable diversity in terms of languages written and spoken in different
parts of the country. There are 22 official languages and 12 scripts. Knowledge of
English is limited to a very small section of the population in the country. The rest often
English.DeitY has initiated the Technology Development for Indian Languages (TDIL)
23
standardization through active participation in international and national standardization
and future language technology standards. DeitY has also initiated the Localization
Projects Management Framework (LPMF) to help localize applications under the MMPs
and other government applications. DeitY is also formulating a new mission mode
project named as e-Bhasha to help develop and disseminate digital content in local
Traditionally, digital platforms have been used for dissemination of information and
provision of services to the users. Through these platforms, Government could establish
communication with the citizens though it was mostly one-way. Digital platforms, with
necessary thrust from developments on technology front, have come of age and can now
interaction with citizens. Platforms that are more collaborative facilitate greater
participation from the users. Instead of reaching out to citizens every now and then,
government can be in touch with them round the clock through digital platforms which
24
desired outcomes.DeitY has recently launched a nationwide digital platform named as
governance. DeitY also maintains a social media page highlighting e-governance services
(link is external) which has over 1 lakh fans and followers as on date.
Footer-up
Share your ideas and Feedback Accessibility Statement Archive Terms & Conditions
Content owned & provided by the respective Central Government Departments and the
Government Of India. This portal is designed and developed by DeitY (link is external) /
The Programme management structure for the Digital India prorgamme as endorsed by
the Union Cabinet is as follow, For effective management of the Digital India
Committee on Digital India headed by the Prime Minister, a Digital India Advisory
chaired by the Cabinet Secretary. The structure has the needed secretarial/ monitoring/
25
effective execution of the various projects/ components by the implementing
departments/ teams.
Cabinet Committee on Economic Affairs (CCEA) for programme level policy decisions.
India, advise the Government on policy issues and strategic interventions necessary for
accelerating the implementation of the Digital India Programme across Central and State
Committee headed by the Cabinet Secretary would be overseeing the programme and
providing policy and strategic directions for its implementation and resolving inter-
ministerial issues. In addition it would harmonize and integrate diverse initiatives and
aspects related to integration of services, end to end process re-engineering and service
levels of MMPs and other initiatives under the Digital India Programme, wherever
powers. The EFC/ CNE headed by Secretary Expenditure would also be recommending
26
to the CCEA the manner in which MMPs/ eGovernance initiatives are to be implemented,
as well as the financial terms of participation for States. A representative of the Planning
Commission would also be included in both the EFC and CNE.A Council of Mission
to share the best practices in various existing and new eGov initiatives under Digital India
and also to sensitize various government departments about ICT projects of DeitY. While
Further, considering the scope of the Digital India Programme and the need to look at
programme level, it is proposed that the technical appraisal of all Digital India projects be
done by DeitY, prior to a project being placed before the EFC/ CNE. It may be
mentioned that the DeitY has already set up a Programme Management Unit, namely
Project Management Information System would be mandatory in each new and existing
Mission Mode Projects to capture the real or near real time details about the progress of
the project. This tool should be proficient enough to capture the parameters for each stage
27
implementation. The parameters could be decided in consultation with various line
Ministries / Departments and DeitY. Since the “e-Kranti: National eGovernance Plan
2.0” is already integrated with Digital India Programme, the existing programme
management structure established for National eGovernance Plan at both national and
state level has also been decided to be integrated appropriately with the programme
management structure being envisaged for Digital India Programme at national and
State/UT level.
28
CUSTOMER SATISFACTION
MEANING
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
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
DEFINITION
firm, its products, or its services (ratings) exceeds specified satisfaction goals.".
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.
29
Companies must consider customer satisfaction as an important role in the lifetime value
of a customer.
survey of nearly 200 senior marketing managers, 71 percent responded that they found a
customer satisfaction metric very useful in managing and monitoring their businesses.
It is seen as a key performance indicator within business and is often part of a Balanced
customer satisfaction is seen as a key differentiator and increasingly has become a key
SEVEN STEPS:
Attention to details.
Anticipate your client’s needs and go out of your way to help them out.
Serving your customer with a smile on your face, even when things don’t go right.
30
DEFINITION OF CUSTOMER
A person, company or other entity which buys goods and services produced
buyer.
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 who
31
SIX COMPETITIVE ADVANTAGES THROUGH CUSTOMER SATISFACTION:
Customer
satisfaction
ADVANTAGE
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
DISADVANTAGE
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
32
IMPORTANCE
Since sales are the most important goal of any commercial enterprise. It become
a) Quality
b) Fair prizes
c) Efficient delivery
33
BENEFITS
Increasd
Increased
Revenue
repeat Customer satisfaction
Reduced
purchase
Cost
Reduced
Increased reduced price
switching to
referrels sensitivity
competitors
Increased
profit
more frequently than any other catch phrase used to describe a new found magic for
Satisfaction it is important to know about, who a customer is and what satisfaction really
means.
34
The question of defining who your customers are seems fairly easy particularly if you
have segmented your market properly and understand who you are trying to
satisfy. However subtlety that frequently goes undetected by many firms is that is that
customer set can be divided into two parts, the apparent customer and the user. The
apparent customer is the person or group of people who decide what product to buy and
basically have control over the purse strings. The user is a person or group who
Customer satisfaction is a concept that more and more companies are putting at the heart
of their strategy, but for this to be successful they’re needs to be clarity about, what
customer satisfaction means and what needs to happen to drive improvement. Without
this, there is a risk that customer satisfaction becomes little more than a good intention,
with confused objectives failing to address the real issues for customers, one helpful way
to look at the problem is to rephrase the objectives: set the sights on helping the
Customer satisfaction can be defined in many different ways. Finding the right way for a
company depends on understanding your customer and on having a clear vision of the
role that customer satisfaction is to play in the strategy. For example, a focus on customer
from high value customers or it can be a company-wide objective rooted in the brand
35
values. For the former, it may be sufficient to focus on improving customer service, but
for the latter a broader definition of customer satisfaction is necessary, closer akin to
corporate reputation.
Whatever the strategy for customer satisfaction, it must at least include getting the basics
right. Failing to achieve this can destroy the reputation as well as losing valuable
customers. Every customer, regardless of their economic worth to the business, has the
objectives for the customer satisfaction strategy are defined there are a number of steps
With the increase in customer’s demands and competition it has become a lot more
important to base the entire company on customer service. When doing this one must first
service. This includes both external customers and internal customers within a company.
management has frequent contacts with external customers. The top management uses
needs. However, the management’s job is to provide the staff with support necessary to
achieve these goals. The other department and staff in the organization that do not have
direct contact with the external customers deal exclusively with internal customer
satisfaction.
36
37
COMPANY
PROFILE
38
COMPANY PROFILE
infrastructure provider.
The company provides its services to mobile service providers & consultancy
The company also provides Training & Consultancy services in Telecom Service
Established in 2007, we are a company having full-time working partners in Lucknow,
Kanpur & Meerut. In addition to this, we have our associate offices at Lucknow, Bhopal,
Software Development Company, leading its way towards progress. Now it is a one of
the India's leading IT & Telecom Companies and among the top Telecom / Software
solutions for various industries. It has a comprehensive set of solutions in Telecom & IT
Companies.
SamInfratech (P) Ltd. has worked with over 550 + Clients worldwide, Including –
More....
Dedicated team of more than 250 technically qualified engineers and technicians
who handles technical support services for entire range of IT & other Industries.
Commissioning. Site Acceptance and Ready for RFI. Installation of Wi-Fi equipments.
1. IT Enabled Services
3. Software Development
6. Outsourcing
7. Event Management
40
Basic Information
Manufacturer
Retailer
Buyer-Company
Buyer-Individual
Additional Business
Association
Supplier
Distributor
41
Objective
To provide quality and reliable fixed telecom service to our customer and thereby
of operations
their requirement
Vision
Our Vision is to segregate all consumer centric services under one roof. In coming years
Values
SamInfratech – The Meaning of Time and Quality! Organizational values are the
foundation stones on which the organization image is built. These values are intended to
workplace.
Our values drive us towards our goals of expansion, diversification and excellence. These
42
values define our philosophy of operations, guide our important decisions and determine
Courage
To encourage the ability that meets opposition with skill, competence and fortitude.
Responsibility
Be accountable for results in line with the company’s objectives, strategies and values.
Empowerment
Support our people and give them the freedom to perform and to provide our readers with
and creativity.
People Centric
People are our greatest asset. We invest in them expect a lot and know that the rest will
follow.
43
Mission
Partners. We further intend to develop a business friendly environment with our clients
Terms
By accessing this web site, you are agreeing to be bound by these web site Terms and
Conditions of Use, all applicable laws and regulations, and agree that you are responsible
for compliance with any applicable local laws. If you do not agree with any of these
terms, you are prohibited from using or accessing this site. The materials contained in this
web site are protected by applicable copyright and trade mark law.
Governing Law
Any claim relating to SamInfratech Private Limited's web site shall be governed by the
laws of the State of Uttar Pradesh without regard to its conflict of law provisions.
Privacy Policy
Your privacy is very important to us. Accordingly, we have developed this Policy in
order for you to understand how we collect, use, communicate and disclose and make use
44
We will collect and use of personal information solely with the objective of
fulfilling those purposes specified by us and for other compatible purposes, unless
We will only retain personal information as long as necessary for the fulfillment
of those purposes.
We will collect personal information by lawful and fair means and, where
Personal data should be relevant to the purposes for which it is to be used, and, to
the extent necessary for those purposes, should be accurate, complete, and up-to-
date.
modification.
We will make readily available to customers information about our policies and
maintained.
45
Organization Chart
Survey &
Acquisition
Project Planning
Infrastructure
MANAGEMANT
Development
TELECOM
Transmission
INFRATECH
SIPL
SOFTWARE Network
DEVELOPMENT Implementation
Commissioning
PLACEMENT &
Integration
Maintenance
46
What do we use your information for?
Any of the information we collect from you may be used in one of the following ways:
(your information helps us to more effectively respond to your customer service requests
transmitted via Secure Socket Layer (SSL) technology and then encrypted into our
special access rights to such systems, and are required to?keep the information
confidential.
After a transaction, your private information (credit cards, social security numbers,
financials, etc.) will not be kept on file for more than 60 days.
Do we use cookies?
Yes (Cookies are small files that a site or its service provider transfers to your computer’s
47
hard drive through your Web browser (if you allow) that enables the sites or service
providers systems to recognize your browser and capture and remember certain
information
We do not sell, trade, or otherwise transfer to outside parties your personally identifiable
information. This does not include trusted third parties who assist us in operating our
website, conducting our business, or servicing you, so long as those parties agree to keep
this information confidential. We may also release your information when we believe
release is appropriate to comply with the law, enforce our site policies, or protect ours or
information may be provided to other parties for marketing, advertising, or other uses.
Occasionally, at our discretion, we may include or offer third party products or services
on our website. These third party sites have separate and independent privacy policies.
We therefore have no responsibility or liability for the content and activities of these
linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any
48
IT Enabled Services
SamInfraTech offers an ample range of IT and Telecom services and solutions for clients
Optimization (SEO) and Software Development services at reasonable cost across the
Globe.
We believe in producing effective and dynamic websites that comprises superior design,
Infrastructure. We help our clients in Site Survey, Site Acquisition, Civil Work, Tower
and groom them for IT and Telecom sector. At SIPL, it means achieving real business
results that allow you to transform, and not just maintain, your operations.
We deal in Non Voice BPO, working for MNCs, Educational and media sectors.
Our IT and telecom services and solutions bring you a level of certainty that no other
49
competitor can match. You'll experience requirements that are met on-time, within
budget, and with high quality, greater efficiency and responsiveness to your business and
the ability to shift investment to strategic initiatives rather than tactical functions.
IT Enabled Services
SamInfraTech offers an ample range of IT and Telecom services and solutions for clients
Optimization (SEO) and Software Development services at reasonable cost across the
Globe.
We believe in producing effective and dynamic websites that comprises superior design,
Infrastructure. We help our clients in Site Survey, Site Acquisition, Civil Work, Tower
and groom them for IT and Telecom sector. At SIPL, it means achieving real business
results that allow you to transform, and not just maintain, your operations.
50
We deal in Non Voice BPO, working for MNCs, Educational and media sectors.
Our IT and telecom services and solutions bring you a level of certainty that no other
competitor can match. You'll experience requirements that are met on-time, within
budget, and with high quality, greater efficiency and responsiveness to your business and
the ability to shift investment to strategic initiatives rather than tactical functions.
Culture
We’re a local business everywhere and we operate in the country’s geography or across
borders. We are committed to demonstrating the highest standards of our work respect
and passion as we cultivate genuine, trusting relationships and turn them into
partnerships.
Each employee is responsible for setting SMART objectives and working with his/her
leader for his/her own achievements & development. Mid-year and year-end assessments
Capability Building
Our vision is to create a world class learning organization, focused on building people
and careers, through unmatched opportunities for continuous personal and professional
development for employees.
We Celebrate
Success and challenges all are reasons to come together. From employee days to festivals
51
to anniversary parties to launches and promos to break out groups and more informal get
together you find it all. You could find people on a treadmill discussing circulation
numbers and in one of the informal cafeterias or coffee lounges the next BIG idea for a
Growth
Empower people to people leaders. Performance facilitating development and growth are
GATE / PSUs Preparation Program. The company also runs cadre building programs like
the Management Trainee Program, Engineer Trainee Program, and Marketing Trainee
52
Objectives of the
Study
53
OBJECTIVE OF THE STUDY
PRIMARY OBJECTIVE
SECONDARY OBJECTIVES
To study the impact of digital marketing in bringing top ranks in Google for a
website in an organic way by using Search Engine Optimization(SEO)
To identify the perception of customers on the major aim of digital marketing
To understand the most preferred digital marketing strategy to promote the
website
To assess the satisfaction level with SamInfratech Private Limited on the digital
marketing
To provide suitable suggestions for improving the effectiveness of digital
marketing services and improve the overall customer satisfaction.
54
Research
Methodology
55
RESEARCH METHODOLOGY
study. ... Typically, it encompasses concepts such as paradigm, theoretical model, phases
and quantitative or qualitative techniques. A methodology does not set out to provide
Research design -The research design refers to the overall strategy that you choose to
integrate the different components of the study in a coherent and logical way, thereby,
ensuring you will effectively address the research problem; it constitutes the blueprint
Exploratory Research is research conducted for a problem that has not been clearly
posit an explanatory relationship. Exploratory research helps determine the best research
conclusions only with extreme caution. Given its fundamental nature, exploratory
research often concludes that a perceived problem does not actually exist.
Universe- Lucknow
56
Sample Design: A sample design is made up of two elements. Sampling method.
Sampling method refers to the rules and procedures by which some elements of the
population are included in the sample. Some common sampling methods are simple
limited number of individuals possess the trait of interest. It is the only viable sampling
The two main sources of data for the present study have been primary data and
secondary data.
1. Primary Data:
Primary data consists of original information collected for specific purpose. The
primary data for this research study was collected through a direct survey with the
viewers guided by a structured questionnaire. The questions were structured and direct
57
2. Secondary Data:
been collected for specific purpose in the study. The secondary data for this study
collected from various books, company websites, and from company brochures.
prompts for the purpose of gathering information from respondents. Although they are
often designed for statistical analysis of the responses, this is not always the case.
58
Data Analysis
59
DATA ANALYSIS & INTERPRETATION
PG 31 31%
Diploma 21 21%
Others 14 14%
CHART 1
EDUCATIONAL QUALIFICATION
34%
31%
35%
30%
21%
25%
20% 14%
15%
10%
5%
0%
UG PG Diploma Others
INFERENCE
34% of the respondents are at UG level, 31% of the respondents are at PG level
60
TABLE 2: AGE
CHART 2
AGE
35% 31%
29%
30%
25%
19%
20%
15%
15%
10% 6%
5%
0%
Below 20 21-30 31-40 41-50 Above 50
INFERENCE
31% of the respondents are at the age group between 21-30, 29% of the respondents are
at the age group between 31-40
Therefore most of the respondents are at the age group between 21-30
61
TABLE 3: MARITAL STATUS
CHART 3
MARITAL STATUS
43%
Married
Unmarried
57%
INFERENCE
57% of the respondents are married and 43% of the respondents are unmarried.
62
TABLE 4: GENDER
Female 32 32%
CHART 4
GENDER
32%
Male
Female
68%
INFERENCE
68% of the respondents are male and 32% of the respondents are female.
63
TABLE 5: INCOME
10001-25000 39 39%
25001-50000 31 31%
CHART 5
INCOME
39%
40%
31%
35%
30%
25% 19%
20%
11%
15%
10%
5%
0%
Less than 10000 10001-25000 25001-50000 Above 50000
INFERENCE
39% of the respondents income range between 10001-25000, 31% of the respondents
income range between 25001-50000
64
TABLE 6: PROMOTED YOUR WEBSITE BEFORE APPROACHING
SAMINFRATECH PRIVATE LIMITED
Yes 47 47%
No 53 53%
CHART 6
47% Yes
53% No
INFERENCE
53% of the respondents say no for promoting their website before approaching
SamInfratech Private Limited and 47% of the respondents say yes for promoting their
website before approaching SamInfratech Private Limited.
Therefore most of the respondents say no for promoting their website before approaching
SamInfratech Private Limited..
65
TABLE 7: USING THE DIGITAL MARKETING FOR YOUR WEBSITE
OPTIMIZATION AT SAMINFRATECH PRIVATE LIMITED
Above 10 years 8 8%
CHART 7
36%
40%
35% 28%
30%
25% 17%
20% 11%
15% 8%
10%
5%
0%
Less than 1 year 1 to 3 years 3.1 to 5 years 5.1 to 10 years Above 10 years
INFERENCE
36% of the respondents used digital marketing for the website optimization at
SamInfratech Private Limited for 1-3 years, 28% of the respondents used digital
marketing for the website optimization at SamInfratech Private Limited for 1-5 years
Therefore most of the respondents used digital marketing for the website optimization at
SamInfratech Private Limited for 1-3 years.
66
TABLE 8: GETTING LEADS OR CUSTOMERS THROUGH SAMINFRATECH
PRIVATE LIMITED
50 respondents 41 41%
Other 12 12%
CHART 8
41%
45%
40%
35%
26%
30%
21%
25%
20% 12%
15%
10%
5%
0%
Less than 50 respondents 50 respondents More than 50 respondents Other
INFERENCE
41% of the respondents mention that 50 respondents getting their leads or customers
through SamInfratech Private Limited, 26% of the respondents mention that less than 50
respondents getting their leads or customers through SamInfratech Private Limited
Therefore most of the respondents mention that 50 respondents getting their leads or
customers through SamInfratech Private Limited
67
TABLE 9: DIGITAL MARKETING SERVICE OFFERED BY SAMINFRATECH
PRIVATE LIMITED GIVES MORE TRAFFIC/CUSTOMER TO YOUR
WEBSITE
CHART 9
INFERENCE
42% of the respondents mention that digital marketing service offered by SamInfratech
Private Limited provides more traffic/customer through search engine marketing, 37% of
the respondents mentions that digital marketing service offered by SamInfratech Private
Limited provides more traffic/customer through search engine optimization
68
Therefore most of the of the respondents mention that digital marketing service offered
by SamInfratech Private Limited provides more traffic/customer through search engine
marketing.
1 year 34 34%
Others 15 15%
CHART 10
34%
35%
29%
30%
25% 22%
20%
15%
15%
10%
5%
0%
Less than 1 year 1 year More than 1 year Others
INFERENCE
69
34% of the respondents being served by SamInfratech Private Limited for 1 year, 29% of
the respondents being served by more than 1 year. Therefore most of the respondents
being served by SamInfratech Private Limited for 1 year.
10001-25000 37 37%
25001-50000 23 23%
CHART 11
INFERENCE
37% of the respondents mention that the revenue they generate from organic search is
from Rs 10001-25000, 28% of the respondents mention that the revenue they generate
from organic search is from Rs less than 10000
70
Therefore most of the respondents mention that the revenue they generate from organic
search is from Rs 10001-25000.
Others 9 9%
CHART 12
18%
9%
52%
21%
INFERENCE
71
52% of the respondents update the website in three months, 21% of the respondents
update the website in six months
CHART 13
72
30%
25%
20%
Agree
15% Neutral
Disagree
Strongly Disagree
10% Strongly Agree
5%
0%
Quality of Quantity of Organic results Optimizing
traffic traffic your website
INFERENCE
37% of the respondents agree that optimizing the website is the major aim of digital
marketing
34% of the respondents agree that organic results is the major aim of digital marketing
32% of the respondents agree that quality of traffic is the major aim of digital marketing
31% of the respondents agree that quantity of traffic is the major aim of digital marketing
Therefore most of the respondents mention that optimizing the website is the major aim
of digital marketing.
73
TABLE 14: TYPE OF ONLINE MEDIA BRINGS MORE
TRAFFIC/CUSTOMERS TO OUR WEBSITE
CHART 14
50% 47%
45% 41%
39%
40%
33% 34%
35% 31%
30% 26%
23%
25% 21% 20% 20% 21%
18% 19% Strongly Agree
20% 15% 15%
13% Agree
15% 11% 11% 11%
9% Neutral
10% 6% 7%
5% 4% Disagree
5% Strongly Disagree
0%
n n g s n
io io kin ite io
iss iss ar g S iss
bm bm M kin bm
Su Su ok or Su
og m Bo tw ry
Bl ru lN
e
cto
Fo e
cia Di
r
So
74
INFERENCE
47% of the respondents agree that the online media brings more traffic/customers to their
website through social networking sites
41% of the respondents agree that the online media brings more traffic/customers to their
website through directory submission
39% of the respondents agree that the online media brings more traffic/customers to their
website through book marking
34% of the respondents agree that the online media brings more traffic/customers to their
website through forum submission
33% of the respondents agree that the online media brings more traffic/customers to their
website through blog submission
Therefore most of the respondents agree that the online media brings more
traffic/customers to their website through social networking sites.
75
TABLE 15: PREFERRED DIGITAL MARKETING STRATEGY TO PROMOTE
WEBSITE
SEO 19 19 37 37 18 18 14 14 12 12 100
% % % % %
SMO 19 19 31 31 23 23 15 15 12 12 100
% % % % %
SMM 18 18 38 38 21 21 16 16 7 7% 100
% % % %
SEO/SMO 14 14 43 43 21 21 13 13 9 9% 100
% % % %
SMO/SEM 31 31 37 37 17 17 10 10 5 5% 100
% % % %
SMO/ 25 25 37 37 26 26 8 8% 4 4% 100
SMM % % %
CHART 15
76
45% 43%
0%
SEO SMO SMM SEO/SMO SMO/SEM SMO/SMM
77
INFERENCE
43% of the respondents agree that the digital marketing strategy can be preferred to
promote their website through SEO/SMO
38% of the respondents agree that the digital marketing strategy can be preferred to
promote their website through SMM
37% of the respondents agree that the digital marketing strategy can be preferred to
promote their website through SEO
37% of the respondents agree that the digital marketing strategy can be preferred to
promote their website through SMO/SEM
37% of the respondents agree that the digital marketing strategy can be preferred to
promote their website through SMO/SMM
31% of the respondents agree that the digital marketing strategy can be preferred to
promote their website through SMO
Therefore most of the respondents agree that the digital marketing strategy can be
preferred to promote their website through SEO/SMO.
78
TABLE 16: PREFERRED SOCIAL NETWORKING SITE TO BOOST THE
RANK IN YOUR WEBSITE
CHART 16
50% 46%
45% 42%
0%
Facebook Twitter Google plus Pinterest You tube
79
INFERENCE
46% of the respondents agree that the social networking site will boost the rank in your
website through Pinterest
42% of the respondents agree that the social networking site will boost the rank in your
website through Facebook
36% of the respondents agree that the social networking site will boost the rank in your
website through twitter
35% of the respondents agree that the social networking site will boost the rank in your
website through YouTube
33% of the respondents agree that the social networking site will boost the rank in your
website through Google plus
Therefore most of the respondents agree that the social networking site will boost the
rank in your website through Pinterest.
80
TABLE 17: SATISFACTION LEVEL WITH SAMINFRATECH PRIVATE
LIMITED
Website 20 20 31 31 24 24 14 14 11 11 100
design % % % % %
Website 17 17 34 34 21 21 18 18 10 10 100
look and % % % % %
feel
Website 26 26 36 36 19 19 12 12 7 7% 100
User % % % %
friendly
Website 25 25 37 37 19 19 10 10 9 9% 100
Compatib % % % %
ility
Content 24 24 31 31 25 25 12 12 8 8% 100
% % % %
Keyword 24 24 39 39 19 19 11 11 7 7% 100
s % % % %
Internal 26 26 36 36 19 19 13 13 6 6% 100
linking % % % %
Back 21 21 41 41 17 17 14 14 7 7% 100
linking % % % %
81
CHART 17
45% 41%
39%
40% 36% 37% 36%
34%
35% 31% 31%
30% 26% 25% 25% 24% 26%
24% 24%
25% 20% 21% 21%
17%18% 19% 19% 19% 19%
17%
20% Highly Satisfied
14% 13% 14%
15% 12% 12% Satisfied
11% 10% 10% 11%
9% 8% Neutral
10% 7% 7% 6% 7%
Dissatisfied
5% Highly Dissatisfied
0%
n el ly lit
y nt ds g g
sig fe nd bi te or kin kin
de d i e ti n w llin in
e an fr pa Co
Ke
y kl
sit ok se
r m r na Bac
eb lo U o te
W e e eC In
sit sit sit
eb eb eb
W W W
INFERENCE
41% of the respondents agree that the satisfaction level with SamInfratech Private
Limited is made by back linking
39% of the respondents agree that the satisfaction level with SamInfratech Private
Limited is made by keywords
37% of the respondents agree that the satisfaction level with SamInfratech Private
Limited is made by website compatibility
36% of the respondents agree that the satisfaction level with SamInfratech Private
Limited is made by internal linking
82
36% of the respondents agree that the satisfaction level with SamInfratech Private
Limited is made by website user friendly
34% of the respondents agree that the satisfaction level with SamInfratech Private
Limited is made by website look and feel
31% of the respondents agree that the satisfaction level with SamInfratech Private
Limited is made by website design
31% of the respondents agree that the satisfaction level with SamInfratech Private
Limited is made by content
Therefore most of the respondents agree that the satisfaction level with SamInfratech
Private Limited is made by back linking
83
TABLE 18: IMPORTANTANCE OF ATTRIBUTES IN SERVICE DELIVERY
Qualified 25 25 36 36 21 21 11 11 7 7 100
personnel % % % % %
Customized 23 23 38 38 21 21 11 11 7 7 100
solutions % % % % %
Price 26 26 37 37 15 15 13 13 9 9 100
% % % % %
Timely 23 23 33 33 26 26 12 12 6 6 100
communicatio % % % % %
n
Grievances 23 23 43 43 18 18 11 11 5 5 100
redressal % % % % %
CHART 18
43%
45%
38% 37%
40% 36%
33%
35%
30% 25% 26% 26%
23% 23% 23%
25% 21% 21%
18%
20% 15% Most Important
13% 12% Important
15% 11% 11% 11%
9% Neutral
10% 7% 7% 6% 5% Unimportant
5% Most unimportant
0%
el s ice n sa
l
nn tion Pr atio es
o lu ic r
rs so un re
d
pe d m es
ed ize m nc
lifi m co a
Qu
a
sto ely iev
Cu iT m Gr
84
INFERENCE
43% of the respondents agree that the grievances redressal is important in service
delivery
38% of the respondents agree that the customized solutions is important in service
delivery
37% of the respondents agree that the price is important in service delivery
36% of the respondents agree that the qualified personnel is important in service delivery
33% of the respondents agree that the timely communication is important in service
delivery
Therefore most of the respondents agree that the grievances redressal is important in
service delivery.
85
TABLE 19: SAMINFRATECH PRIVATE LIMITED IN DIGITAL MARKETING
SERVICES
CHART 19
86
37%
40% 32% 34%
31%
27% 26% 25% 26%
30% 23% 24% 24%
21%
20% 12% 14%
9% 11%
7% 8%
10% 5% 4%
0%
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
INFERENCE
37% of the respondents agree that the Information is provided adequately related to
SamInfratech Private Limited in digital marketing services
34% of the respondents agree that the staffs are trained adequately to handle the
assignment related to SamInfratech Private Limited in digital marketing services
32% of the respondents agree that the staffs are polite and understanding related to
SamInfratech Private Limited in digital marketing services
31% of the respondents agree that the Staffs are knowledgeable related to SamInfratech
Private Limited in digital marketing services
Therefore most of the respondents agree that the Information is provided adequately
related to SamInfratech Private Limited in digital marketing services.
87
FINDINGS
88
FINDINGS
Most of the respondents say no for promoting their website before approaching
most of the respondents used digital marketing for the website optimization at
engine marketing.
Most of the respondents being served by SamInfratech Private Limited for 1 year.
Most of the respondents mention that the revenue they generate from organic
Most of the respondents mention that optimizing the website is the major aim of
digital marketing.
Most of the respondents agree that the online media brings more traffic/customers
89
Most of the respondents agree that the digital marketing strategy can be preferred
Most of the respondents agree that the digital marketing strategy can be preferred
Most of the respondents agree that the digital marketing strategy can be preferred
Most of the respondents agree that the digital marketing strategy can be preferred
Most of the respondents agree that the digital marketing strategy can be preferred
Most of the respondents agree that the digital marketing strategy can be preferred
Most of the respondents agree that the social networking site will boost the rank
Most of the respondents agree that the social networking site will boost the rank
Most of the respondents agree that the social networking site will boost the rank
Most of the respondents agree that the social networking site will boost the rank
Most of the respondents agree that the social networking site will boost the rank
90
Most of the respondents agree that the satisfaction level with SamInfratech
Most of the respondents agree that the satisfaction level with SamInfratech
Most of the respondents agree that the satisfaction level with SamInfratech
Most of the respondents agree that the satisfaction level with SamInfratech
Most of the respondents agree that the satisfaction level with SamInfratech
Most of the respondents agree that the satisfaction level with SamInfratech
Most of the respondents agree that the satisfaction level with SamInfratech
Most of the respondents agree that the satisfaction level with SamInfratech
Most of the respondents agree that the grievances redressal is important in service
delivery
service delivery
Most of the respondents agree that the price is important in service delivery
Most of the respondents agree that the qualified personnel is important in service
delivery
91
Most of the respondents agree that the timely communication is important in
service delivery
Most of the respondents agree that the online media brings more traffic/customers
Most of the respondents agree that the online media brings more traffic/customers
Most of the respondents agree that the online media brings more traffic/customers
Most of the respondents agree that the online media brings more traffic/customers
Most of the respondents agree that the online media brings more traffic/customers
Most of the respondents agree that the Information is provided adequately related
Most of the respondents agree that the staffs are trained adequately to handle the
Most of the respondents agree that the staffs are polite and understanding related
Most of the respondents agree that the Staffs are knowledgeable related to
92
RECOMMENDATION
93
RECOMMENDATION
a. Special offers can be given to make the customers to use all the digital marketing
b. Additional point of contact members can be allocated to each customer. This will help
them to update the status of the website optimization to the customers on a periodical
basis
c. Special training can be provided to the customers to understand the various new
innovations that have happened in the website optimization field. This will motivate
Limited.
d. SamInfratech Private Limited can innovate the SEO services to continue the good
services in the website traffic building and also to get more reference business contact
e. Keep a close eye on the analytics data, and use this information to inform the
customers on the promotional and content strategies. Pay attention to what posts and
pages are proving the most popular and update the customer. This will give a better
94
LIMITATIONS
95
LIMITATIONS OF THE STUDY
Though, best efforts have been made to make the study fair, transparent and error free.
But there might be some inevitable and inherent limitations. Though outright measure are
It was not possible to cover each and every area due to time constrains.
Unwillingness on the part of the customers to disclose the information as per the
questionnaire.
The decisiveness on the part of the customers regarding some question hence
96
CONCLUSION
97
CONCLUSION
services using digital technologies, mainly on the internet, but also including
mobile phones, display advertising, and any other digital medium Digital
the Digital marketing services at SamInfratech Private Limited. For this purpose,
responses from the customers have been collected and analyzed. Based upon the
findings out of the research, few valuable suggestions have been given to the
98
BIBLIOGRAPHY
99
BIBLIOGRAPHY
Books:
Delhi, 2004
Kotler Philip, Keller and Jha, Marketing Management, Pearson Publication, 12th
Edition, Delhi-2007
in hypermarkets”, Journal of
100
ANNEXURE
101
QUESTIONNAIRE
NAME (OPTIONAL) :
1. EDUCATIONAL QUALIFICATION:
1) UG 2) PG 3) Diploma 4) Others
2. AGE:
5) Above 50 years
3. MARITAL STATUS:
1) Married 2) Unmarried
4. GENDER:
1) Male 2) Female
5. INCOME:
4) Above 50,000
a. Yes
b. No
7. How long have you been using the Digital marketing services for your website
optimization at SamInfratech Private Limited?
102
a. Less than 1 year 2. 1 to 3 years 3.1 to 5 years
12. How much revenue are you currently generating from Organic search (Digital
marketing) on a monthly basis?
103
14. What you think as the major aim of digital marketing?
Optimizing
your website
15.Please rate which type of online media brings more traffic/customers to our website?
104
16. Choose which Digital Marketing strategy can be preferred to promote your website?
SEO
SMO
SMM
SEO/SMO
SMO/SEM
SMO/SMM
17. Which Social networking site will boost the rank in your website?
Google plus
You tube
105
18. What is your satisfaction level with SamInfratech Private Limited on the following
factors?
Website design
Website look
and feel
Website User
friendly
Website
Compatibility
Content
Keywords
Internal linking
Back linking
106
19. How important are the following attributes for you in service delivery?
Customized
solutions
Price
Timely
communication
Grievances
redressal
20. Please specify your agreement to the following statements related to SamInfratech
Private Limited in digital marketing services?
107