A Project Report

On
“STUDY OF CUSTOMER PERCEPTION IN ZEMIDI
WITH SPECIAL REFERENCE TO HEALTH CARE
SECTOR”
For
Bonphul health Pvt. Ltd.

Submitted in partial fulfilment for the award of the degree of

Bachelor of Business Administration (BBA) under University Of
Science And Technology, Meghalaya
BY
INAMUL HASSAN RABBANI
Registration No-UG/2020/0002798
Roll No-2020/BBA/0006

Department Of Business Administration

School Of Business Science

University Of Science And Technology,

Meghalaya
Techno-city, 9th mile, Killing Road, Baridua, Meghalaya-793101

1
 DECLARATION

I, INAMUL HASSAN RABBANI, student of University of Science & Technology Meghalaya

(USTM), hereby declare that the summer internship project report ‘STUDY OF CUSTOMER
PERCEPTION IN ZEMIDI WITH SPECIAL REFERENCE TO HEALTH CARE
SECTOR’ and that I have not submitted to any other degree/diploma, in any other university
or institution.

Inamul Hassan Rabbani

Roll No. - 2020/BBA/0006
Course: BBA 5th Semester

2
ORGANIZATIONAL CERTIFICATE

3
 CERTIFICATE

This is to certify that INAMUL HASSAN RABBANI is a student of BBA

(3-year Full Time) 5th semester holding University Roll No 2020/BBA/0006 has
completed his project entitled as “STUDY OF CUSTOMER PERCEPTION
IN ZEMIDI WITH SPECIAL REFERENCE TO HEALTH CARE
SECTOR” under my supervision. This project report is an original work of the
student.

Neither in full nor in any part of the report has been submitted anywhere
for the award of any degree/certificate from any University or Institute.

I wish him all the Best.

(Dr.Nilanjan Mazumdar)
Assistant Professor
Dept. Business Administration
University of Science & technology, Meghalaya

4
 ACKNOWLEDGEMENT

I am taking this opportunity to express my gratitude to everyone who supported me throughout

the course of this BBA project. I am thankful for their aspiring guidance, invaluably
constructive criticism and friendly advice during the project work. I am sincerely grateful to
them for sharing their truthful and illuminating views on a number of issues related to the
project.

I am very thankful to my teachers Dr. Nilanjan Mazumdar Sir (Institutional guide) and Dr.
Rashmi Baruah (HOD of Business Administration department) and Mr. Deepankar
Bhattacharjya (Organizational guide) for giving me such an important project, which can be
made use of in the practice. This project work would never have been an achievable task; have
I had not been under the great shelter of guidance of such learned teachers. Dr. Nilanjan
Mazumdar Sir (Institutional guide) and Mr. Deepankar Bhattacharjya (organizational
guide) who helped me till the very last minute of the final dictate and supported me summing
up the work without whom this work would not have complete this project.

Thanking you

INAMUL HASSAN RABBANI Date:

Roll No: 2020/BBA/0006 University of Science and Technology, Meghalaya

5
 PREFACE

Summer training in an organization is very important and essential part of our education. This
gives an opportunity to expand our practical knowledge and experience. The students of
Business Administration Department are required to undertake project works on real life
problems in business and industrial organization. The objectives of the project work to give the
students an opportunity to developed their skills and apply management concepts and
techniques to deal with the management problems.

The project report has been done on “STUDY OF CUSTOMER PERCEPTION IN ZEMIDI
WITH SPECIAL REFERENCE TO HEALTH CARE SECTOR”. From 16th August to
16th September 2022.

6
 EXECUTIVE SUMMARY

 TITLE OF THE PROJECT: A study on customer perception in Zemidi

with special reference to healthcare sector
 PLACE: Kerakuchi Tiniali, Bhetapara, Near Hockey Stadium

 DURATION OF THE PROJECT WORKS: 30 days i.e. From 16th

August, 2022 to 16th September, 2022.

 NAME AND DESIGNATION OF THE ORGANISATION

SUPERVISOR: Mr Deepankar Bhattacharjya (COO of Zemidi)

 NAME OF THE INSTITUTIONAL GUIDE:

Dr. Nilanjan Mazumdar

Assistant Professor
Department Of Business Administration

7
 CONTENTS

SL TITTLE PAGE No.

No.
1 9-16
Chapter-1 Introduction:
1.1 Background of the study
1.2 Literature Review
1.3 Objective of study
1.4 Scope of study
1.5 Research Methodology
1.5.1 Data Collection: Sample Size, Methods of sampling &
source of data
1.5.2 Tools & techniques of data analysis
2 17-18
Chapter-2 About the organization
3 19-28
Chapter-3 Analysis and interpretation of data
4 29
Chapter-4 Major Findings
5 30
Chapter-5 Suggestion
6 31
Chapter-6 Conclusion
7 Chapter-7 References 32

8 Chapter-8 Appendix 33-34

8
 CHAPTER-1

1.0 INTRODUCTION:

Marketing is a form of communication between a business house and its customers with the
goal of selling its products or services to them. Goods are not complete products until they
are in the hands of customers. Marketing is that management process through which goods
and services move from concept to the customer. Marketing has less to do with getting
customers to pay for a product as it does with developing a demand for that product and
fulfilling the customer’s needs.

According to the American Marketing Association (AMA) Board of Directors, “Marketing

is the activity, set of institutions, and processes for creating, communicating, delivering, and
exchanging offerings that have value for customers, clients, partners, and society at
large’’.Dr. Philip Kotler defines marketing as “the science and art of exploring, creating and
delivering value to satisfy the needs of a target market at a profit. Marketing identifies
unfulfilled needs and desires. It defines, measures and quantifies the size of the identified
market and the profit potential. It pinpoints which segments the company is capable of
serving best and it designs and promotes the appropriate products and services.”

Customers often want to conduct business with brands they know and trust. Gaining this
level of loyalty can provide a business with repeat customers and a positive reputation.
Customer perception refers to how a customer feels about a company. This includes their
thoughts, emotions and opinions related to a brand and its products or services. Customer
perception can be positive or negative.

9
1.1 BACKGROUND OF THE STUDY:
The use of healthcare applications (apps) in smartphones increased exponentially as people
now a days transforming to digital life. This study was conducted with the aim to understand
the factors that determine the consumer’s perception of health apps in smartphones towards
telemedicine. This questionnaire-based cross-sectional study was conducted from 16 Aug
2022 to 16 Sept 2022 in Guwahati, Assam, India. This study was conducted on 50 randomly
selected participants. A paper based questionnaire was made and distributed among the
participants.

1.1.I) DEFINITION:
Customer perception is how customers feel about your product and brand. It’s an opinion
that they’ve formed through every interaction they’ve had with your company, both direct
and indirect. It’s more than just whether customers “like” you; customer perception includes
the feelings your business inspires in them, along with any descriptive words they would
use when talking about your business. Understanding how your customers perceive your
company can help you improve your marketing, spot opportunities to improve your service
delivery, and grow your business. A happy customer is one who is satisfied with the
experience that he has with a product or a service. Customer perception is built around the
experience that a customer has with a product. It can make or break your brand. When
customers had a pleasant experience of getting their products delivered on time they form a
perception. Getting the products that were as described in the product description also
creates a positive customer perception. When customers experienced a great after-sale
service it is going to develop a positive opinion about the brand. The formal definition of
customer perception is, “A marketing concept that encompasses a customer’s impression,
awareness and/or consciousness about a company or its offerings. “To put it simply,
customer perception is what your customers and potential customers think of your
organization. This perception directly impacts the attraction of new customers and the
capacity to maintain good relationships with current customers. Customer perception or
consumer perception plays a major role in buying behaviour. Hence companies are going
the extra mile to create a pleasant and happy customer experience for their customers.
Companies are ready to spend money and effort to influence customer perception and drive
profitable consumer behaviour.

10
1.2 LITERATURE REVIEW:

Technology has played a key role in revolutionizing the healthcare services. Convenience
is the prime factor to consumer as to place an order. Consumer is to place an order in as
simple as few clicks on any mobile devices having app facility. Technological dependency,
convince and less time taken for the service to be delivered aids as good reason for the
consumer to choose the services offered by the online healthcare service portals such as
Vaidam, Zemidi, Gomedi, (Babu, J., Xavier, J. D., & Sophia, J. , 2020).

The recent development of the Internet has boosted the extension of online healthcare
providers by enabling people to search, compare prices and conveniently access these
services. As of 2020, approximately 500% of the Indian population searched for online
healthcare service provider’s information (Indian express, 2020). Survey shows more than
49% of Indian population uses internet every day for health information,
(https://www.prmoment.in › PR News)

While in 2015 more than one third of Asia-Pacific participants, especially in developing
countries, answered that they looked for and ordered services via the Internet. Hence Online
healthcare service trading is essential to managing and recommending further actions.
Restricting dangers from healthcare services purchased through an online trading platform
is primarily relying on the Cautiousness of online purchasing behaviour customers.

Mobile application is a combination of marketing acumen and technology uses the Internet
as a medium to advertise and sell services and goods. Today, more people are getting
connected through mobile application and they are ready to trade through it. It also affects
the operation of companies and organizations. Companies have changed their traditional
business Strategies into online marketing to suit customer needs and wants at any time. The
popularity of online healthcare services ordering and delivery of services is steadily
growing; expectations of the users are also increasing. This research paper is aimed to
investigate consumers view about the healthcare services they receive from different portals
like Zemidi, Vaidam and Gomedi.com. This paper will help the service providers to
understand the consumer perceptions, needs, and views on the basis of the result of the
survey (Srinivasan, K. R., & Ramprasad, T. P., 2021).

11
1.2.I) LIST OF IDENTIFIED FACTORS FROM
LITERATURE REVIEW:
Factors
Convenience
Technological dependency
Convince and less time
Cautiousness
Personal Experience
Author & Year
(Babu, J., Xavier, J. D., & Sophia,
J., 2020).
(Babu, J., Xavier, J. D., & Sophia,
J., 2020).
(Babu, J., Xavier, J. D., & Sophia,
J., 2020).
(Srinivasan, K. R., & Ramprasad,
T. P., 2021).
(Selvabaskar, S., Sivagami, K. P.,
& Aishwarya, S. 2017).
12
1.2.II) FACTORS INFLUENCING CUSTOMER
PERCEPTION:

1. Personal Experience: Customer perception is highly influenced by the personal

experience that a customer had while buying and using a particular product. If the quality,
customer service, price, logo, colour, discounts, etc. were able to make an excellent
impression on the minds of the customers, they would build a good perception of the brand.
But in case they did not enjoy the experience with the brand, it will leave an everlasting
impression.

2. Advertising: Customers get to see the products first through advertisements and therefore,
become one of the biggest factors that influence customer perception. The advertisement
and campaigns that a company runs will help to build a positive customer perception.

3. Influencers: People generally buy things when another person has tried and tested them.
Such people who have bought it first and tried the product become influencers. When people
hear about a great product that the influencer has tried out, it will influence the person to
buy it and test it out, as the recommendation has come from a known person whom they
trust.

4. Customer reviews: Many people look into customer reviews before buying a product.
This shows that customer reviews are an important factor in defining customer perception.
If the consumers see that a product has a lower number of stars it means that the product
does not have good customer reviews. The impression that it creates on the consumer’s mind
is negative.

5. Social Media: Social media has become the strongest medium to manage customer
perception. When a social media audience gets consistent communication regarding a
product, the users build an image of the product. Social media can be used to post content,
images, videos, etc. which helps to build the kind of perception intended by the company.

13
1.3 OBJECTIVES OF THE STUDY:

 To understand customer perception towards Zemidi Health Care Application

 To investigate on how the company can use this knowledge and develop their business
and customer service even further.

14
1.4 SCOPE OF THE STUDY:

 This study is considering only one health care application I.E, office of Zemidi that is
situated in Kerakuchi Tiniali, Bhetapara, and Near Hockey Stadium.
 The findings of the study would help Zemidi Health Care to align their features as per
customer needs and wants.
 The feedback of customers can be utilized in the development of organization as well as
in the field of academic, the further study can be carried out.

1.4.I) LIMITATIONS OF THE STUDY:

 The study considers a limited geographical area

 The number of respondents are less considering the newness of the Zemidi App.
 Although the study is indicative but non exhaustive in nature.

15
1.5 RESEARCH METHODOLOGY:
Research Methodology describes how the research study was undertaken. This
includes the specification of sources of data, research design, method of data collection,
sampling method and the tools used.

1.5.1 DATA COLLECTION METHOD:

A) Source of Data:
The respondents were potential customers of Zemidi which is located at Kerakuchi
Tiniali. For this study the intern has used only primary data. Primary data was collected from
the respondents with the help of questionnaire.

B) Sample Size: The study was conducted among 50 respondents.

C) Method of sampling: The method of sampling used for this study is random sampling.

1.5.2 TOOLS & TECHNIQUES OF DATA ANALYSIS:

For analysis of data, the intern has used various techniques like tabulation, pie chart,
percentage, etc.

16
 CHAPTER-2

ABOUT THE ORGANIZATION:

Zemidi is a start-up company, Part of Bonphul Health Private Limited Headquartered in

Delhi, S 505,3E, School Block, Shakarpur, New Delhi, 110092. Providing tertiary health
care services through various small and medium private hospitals in a very affordable price
packages. Zemidi was launched in July 11, 2022, under the guidance of founder Pradyut
Bora and CEO Narendra Bisht. Currently operating its business with 10 employees in north
east, India. Zemidi is an online aggregator of small and medium private hospitals,
standardizing medical and surgical interventions into packages. Zemidi aims to be a Digital
Health Platform for Patients, Doctors, Hospitals, Clinics, Diagnostic and Labs, for
accessible & Affordable Healthcare Services, while ensuring security, confidentiality and
privacy of Health data.

Vision Of the company: Zemidi aims to be the largest online aggregator of hospitals,

Standardizing medical and surgical interventions into packages. The merger of technology
& Healthcare provides a streamlined process for doctors, healthcare professionals, and
diagnostic Labs & patients. Zemidi further plans to boost this techno-medical merger with
the power of AI and IOT.

Mission of the company: To create a Universal Healthcare Platform that enables wider
Reach to the masses and connects all the stakeholders. Zemidi aspires to be the largest
Virtual hospital in the World - for accessible & affordable Healthcare.

17
SOME PRODUCT OR SERVICES OFFERED BY THE COMPANY:

18
 CHAPTER-3

ANALYSIS AND INTERPRETATION OF DATA:

Q.Will Zemidi be able to fulfil your medical requirements?

Responses

No idea
10%

May be
20%
Yes
Yes
No
60%
No
May be
10%
No idea

 From the above analysis it’s revealed that 60% of respondents says that Zemdi can fulfil
their medical requirements, 10% says no to it, 20% says may be and remaining 10% says
they have no idea on it.

19
 Q. As a health care app, is Zemidi more attractive in terms of the layout with the rest of the
competitors?

Responses

No Idea

May be

No

Yes

0 2 4 6 8 10 12 14 16 18 20

 From the above analysis it’s revealed that 20 out of50 of respondents says that as a health
care app, is Zemidi more attractive in terms of the layout with the rest of the competitors
15 out of 50 says “No” to it, 5 out of 50 says “may be” and the remaining 10 respondents
says they have “no idea”.

20
Q. Do you think services being provided by Zemidi will be helpful for public?

Responses

8%

10%

2%
Yes
No
May Be
No Idea

80%

 From the above analysis it’s revealed that 80% of the respondents says that services
being provided by Zemidi will be helpful for public, 2% says “No” to it, 10% says “May
be” and the remaining 8% says they have “No idea” on it.

21
 Q. Do you think the treatment packages listed by Zemidi are reasonable?

Responses

25

20

15

10

0
Yes No May be No Idea

Responses

 From the above analysis it’s revealed that 25 out of 50 respondents says that the
treatment packages listed by Zemidi are reasonable, 15 out 50 says “No” to it, 5 out of
50 says “May be” and the remaining 5 out of 50 says “no idea” about it.

22
Q. Are the hospitals mapped in Zemidi app are good enough as per your opinion?

Responses

No Idea
10%

May Be
20%
Yes
Yes
No
60%
No
May Be
10%
No Idea

 From the above analysis it’s revealed that 60% respondents says, the hospitals mapped
in Zemidi app are good enough as per their opinion, 10% says “No” , 20% says “May
be” and 10% says they have no idea on it.

23
 Q. How much user friendly do you think the Zemidi app is?

Responses

20

18

16

14

12

10

0
Very much Userfriendly Somewhat Userfriendly Not Userfriendly No Idea

Responses

 From the above analysis it’s revealed that 20 out of 50 respondents says Zemidi
application is “Very much user-friendly”, 10 out of 50 respondents says “Somewhat
User-friendly”, 15 out of 50 respondents says “Not User-friendly” and 5 out of 50 says
they have “no idea” on it.

24
 Q. Do you think Zemidi can be reliable health Mitra for all your health care related issues?

Responses

0%

10%
70% 30%
20%

Yes No May be No idea

 From the above analysis it’s revealed that 70% respondents says Zemidi can be reliable
health Mitra for all of their health care related issues, there is no negative responses, 20%
says “May be” and 10% respondents says they have “No idea” on it.

25
Q. In case of any emergency which below option you’ll prefer?

Responses

0%
20%

Call Zemidi
Visit a nearby Hospital

80%

 From the above analysis it’s revealed that 80% of the respondents will prefer to “visit a
nearby hospital” and 20% says they’ll prefer to call Zemidi.

26
 Q. Do you think Zemidi needs any improvement to get more attention of the customer?

No idea

May be

No

Yes

0 5 10 15 20 25

Responses

 From the above analysis it’s revealed that 25 out of 50 respondents says they think
Zemidi needs some minor improvement to get more attention from the customer, 5 out
of 50 says no improvements needed, 15 out of 50 says “May be” and the remaining 5
out of 50 says “ No idea” on it.

27
Q. Will you refer Zemidi to your family and friends for their health care needs?

Responses

10%

20%

Yes Offcourse
0% No Never
70% May Be
Not Sure

 From the above data analysis it’s revealed that 70% respondents will surely Refer Zemidi
to friends and family, No responds found related to no referral, 20% says “May be” and
10% respondents says they are not sure about it.

28
 CHAPTER -4

MAJOR FINDINGS:
From the interpretation and analysis of data major findings are as follows;

 More than 50% of respondents can believe Zemidi for their medical requirements. Company
must give attention as a big number of respondents have no idea or not recognised to Zemidi
very well.
 Maximum number of respondents found Zemidi more attractive than the competitors and
accepted that price packages are also reasonable.
 Regarding the hospitals mapped in Zemidi 60% of respondents showed positive vibe but
many of them were asking about the reputed hospitals to be mapped.
 In case of emergency health care service 80% of respondents choose to visit a nearby
hospital and only 20% chooses to go with Zemidi so it can be assumed that needs to improve
their services emergency for emergency health services.
 Many respondents suggested to use simple medical terms for package names which need
some attention.
 Overall customer found Zemidi useful and helpful for them.

29
 CHAPTER-5

SUGGESTIONS:

From the data analysis and field observations it was found that the respondents or general
public is very much influenced about initiative taken by Zemidi in health care sector.
Maximum people responded positively but in some case they found some hurdles for them
and suggested to improve them. Most of the respondents suggested to map reputed hospitals
which were left to be mapped. Many respondents found some medical terms which were not
easily understandable to them and suggested to use simple terms so that general visitors can
understand them.

30
 CHAPTER-6

CONCLUSION

The internship at Zemidi was a valuable learning experience. Through conducting survey
with users and health care professionals, I was able to gain a deep understanding of the
perception of health care apps and their potential to improve health outcomes. I also
developed research and data analysis skills, and learned about the latest trends and
challenges in the field of digital health. The insights and recommendations from our research
will be valuable to app developers and health care providers as they continue to innovate
and improve the use of technology in health care. I would like to thank the team and the
company for the opportunity and support throughout the internship. I look forward to
continuing to explore the exciting field of digital health.

31
 CHAPTER-7

REFERENCES:
 Hariramani, S. G. A Study On Consumers Perception About Online Shopping In India. Archers
& Elevators Publishing House.
 Srinivasan, K. R., & Ramprasad, T. P. (2021). An Economic Study on Factors that Influencing
and Level of Satisfaction Towards Online Food Ordering in Madurai City. Shanlax International
Journal of Economics, 9(2), 77-82.
 Selvabaskar, S., Sivagami, K. P., & Aishwarya, S. (2017). Consumer Perception and Attitude
towards the Usage of M-Health Applications. Research Journal of Pharmacy and
Technology, 10(8), 2567-2572.
 Zemidi ground study report done on Delhi NCR
 Indian Express website
 (https://www.prmoment.in › PR News)
 T. Foley and F. Fairmichael, “The Potential of Learning Health Care Systems,” The
Learning Healthcare Project, 2015
 Zimmerman J, Dabelko HI. Collaborative models of patient care:new opportunities for hospital
social workers. Soc Work Health Care 2007; 44(4):33-47
 A.Carpio, J. Kim, R. Hoda, "MedTouch: Towards the Development of Smartphone-
based Software Solutions for Mobile Health Care," in Proceedings of Australasian
Software Engineering Conference, 4-7 June,2013
 Z. A. Habash, W. Hussain, W. Ishak, and M. H. Omar, "Android-Based Application to
Assist Doctor with Alzheimer's Patient," International Conference on Computing and
Informatics (ICOCI), 28-30 August,2013
 K. Hung, Y.T. Zhang, "Implementation of a WAP-Based Telemedicine System for
Patient Monitoring." IEEE Transactions On Information Technology In Biomedicine,
vol. 7, no. 2, June 2003.

32
 CHAPTER-8

ANNEXURE:

A copy of the questionnaire is attached as reference purpose.

The purpose of this survey is to find out the customer perception and customer satisfaction
towards the health care application Zemidi.

33
 QUESTIONNAIRE
I. Will Zemidi be able to fulfil your medical requirements?
a) Yes
b) No
c) May Be
d) No Idea
II. As a health care app, is Zemidi more attractive in terms of the layout with the rest of the
competitors?
a) Yes
b) No
c) May be
d) No Idea
III. Do you think services being provided by Zemidi will be helpful for public?
a) Yes
b) No
c) May be
d) No Idea
IV. Do you think the treatment packages listed by Zemidi are reasonable?
a) Yes
b) No
c) May be
d) No Idea
V. Are the hospitals mapped in Zemidi app are good enough as per your opinion?
a) Yes
b) No
c) May be
d) No Idea
VI. How much user friendly do you think the Zemidi app is?
a) Very much User-friendly
b) Somewhat user-friendly
c) Not user-friendly
d) No idea
VII. Do you think Zemidi can be reliable health Mitra for all your health care related issues?
a) Yes
b) No
c) May be
d) No Idea
VIII. In case of any emergency which below option you’ll prefer?
a) Call Zemidi b) Visit a nearby Hospital
IX. Do you think Zemidi needs any improvement to get more attention of the customer?
a) Yes
b) No
c) May be
d) No Idea
X. Will you refer Zemidi to your family and friends for their health care needs?
a) Yes of course
b) No never
c) May be
d) No Idea

34