A STUDY ON LEVEL OF CLIENT SATISFACTION PROVIDED

AT AARA PROJECTS AND SERVICES LTD

A PROJECT REPORT

Submitted in partial fulfilment for the award of degree of

BACHELOR OF BUSINESS ADMINISTRATION

Submitted by

RAGHURAM (Reg No: 2013141096)

BHARATHKUMAR (RegNo:2013141096)

SATHYA.S (Reg No: 2013141096123)

UNDER THE GUIDANCE OF

Dr. K. VENKATACHALAM M.B.A., M.Phil., Ph.D

Assistant Professor

DEPARTMENT OF BUSINESS ADMINSTRATION

MAY-2022

GURU NANAK COLLEGE (SHIFT II)

VELACHERY, CHENNAI - 42
 STUDENT’S DECLARATION

We here by declare that project work entitled as “A STUDY ON LEVEL OF CLIENT SATISFACTION
PROVIDED AT AARA PROJECTS AND SERVICES LTD” submitted for the partial fulfillment for the
award of the Bachelor Degree of Business Administration in (BBA), Guru Nanak College. It is a record of original
work done by us under the supervision and guidance of Dr. K.VENKATACHALAM MBA., M.Phil., Ph.D.
This work has not been submitted anywhere for the award of Degree/
Diploma/Associateship/Fellowship or any other similar title before.

PLACE: CHENNAI CANDIDATE’S SIGNATURE

DATE:
 VIVA VOCE EXAMINATION

The project reported titled “A STUDY ON LEVEL OF CLIENT SATISFACTION PROVIDED AT AARA
PROJECTS AND SERVICES LTD” done by M.KAVIMOHAN (1913141096092) R.SANTHOSH
(1913141096112), V.SELVAMANI (1913141096116) AND
K.DINESHKUMAR (1913141096079) submitted for the Viva-Voce Examination held on at Guru Nanak
College, Velachery, Chennai- 600042.

Signature of Internal Examiner Signature of External Examiner

 BONAFIDE CERTIFICATE

Certificate that this project is “ A STUDY ON LEVEL OF CLIENT SATISFACTION

PROVIDED AT AARA PROJECTS AND SERVICES LTD” is the bonafide work of
bharathkumar(1913141096092) raghuram(1913141096112), Sathya.S(1913141096079) who
carried out the project work under my guidance in partial fulfillment of the requirement for the
award of the degree of Bachelor of Business Administration by the department of Business
Administration, Guru Nanak College, Chennai.

Signature Signature

Faculty in Charge/ Guide Head of Department

Dr .K.Venkatachalam Dr.V.Senthil Kumaran

MBA., M.Phil., Ph.D. MBA., M.Phil., M.Com., Ph.D.

Department of Business Head of Department

Administration Department of Business

Administration
 ACKNOWLEDGEMENT

I am indebted to certain people for the successful completion of the project and would like to take this
opportunity to acknowledge that effort put forth by them on my behalf and also thank in assisting me to do
this project in such a good manner.

Dr .M.G.RAGUNATHAN, M.Sc., Ph.D., FZSI, FSLSc, FIAES, FICCB, FMSET, FIASN, PGDESD.

I would like to extend my hearty thanks to our respected principal sir.

Dr. V. SENTHIL KUMARAN MBA., M.Phil., M.Com., Ph.D

I would like to extend my hearty thanks to our respected HOD Sir.

Dr .K.VENKATACHALAM MBA., M.Phil., Ph.D.

And I would like to extend my hearty thanks to our respected GUIDE.

For giving me the opportunity to under go this prestigious course for their invaluable guidance and
encouragement in the successful completion of this project. I express my gratitude and thanks to
my respected teachers.

I am grateful to KOSAN CRISPLANT PRIVATE LIMITED” in which I have done my project work.

I own sincere gratitude and I am indebted to my parents for their encouragement and support for taking up
the three years B.B.A. course and also during completion of project work.

I would like to conclude my acknowledgement by once again extending my gratitude to the above
personalities.
 TABLE OF CONTENTS

CHAPTER NO . PARTICULARS PAGE NO.

1 INTRODUCTION 10
1.1 OBJECTIVES 11
1.2 SCOPE 12
1.3 LIMITATION 12
2 INDUSTRY PROFILE
2.1 COMPANY PROFILE
2.2 REVIEW OF LITERATURE 14
3 RESEARCH METHODOLOGY 17
4 DATA ANALYSIS AND INTERPRETATION 19
5 FINDINGS 46
5.1 SUGGESTION 47
5.2 CONCLUSION 48
QUESTIONNAIRE
BIBLIOGRAPHY
 LIST OF TABLES

S.NO TABLE NO PARTICULARS PAGE

No.
1 4.1 GENDER 19
2 4.2 AGE 20
3 4.3 OCCUPATION 21
4 4.4 EXPERIENCE 22
5 4.5 DESIGNATION 23
6 4.6 OVERALL RATING BY THE RESPONDENT 24
7 4.7 PROUD TO BE IN THE COMPANY 25
8 4.8 LIBERTY OF RESPONDENTS 26
9 4.9 LEVEL OF SATISFACTION BY THE EMPLOYEES 27
10 4.10 VALUED FOR CONTRIBUTIONS 28
11 4.11 RATE THE WORK YOU DO APPRICIATED 29
12 4.12 DO YOU FEEL SATISFIED AT YOUR JOB 30
13 4.13 HOW DO YOU FEEL AMONG CO-WORKERS 31
14 4.14 TRAINING FACILITY IN THE COMPANY 32
15 4.15 SUPERVISION OF THE COMPANY 33
16 4.16 PSYCHOLOGIGAL SUPPORT 34
17 4.17 FACILITIES PROVIDED 35
18 4.18 SAFETY MEASURES BY THE COMPANY 36
19 4.19 SATISFIED WITH THE WAGES PAID 37
20 4.20 BENEFITS EXTENDED BY THE COMPANY 38
21 4.21 DO FEEL REWARDED BY THE COMPANY 39
22 4.22 MOTIVATED BY THE MANAGER 40
23 4.23 WORK STRESS IN ORGANISATION 41
24 4.24 ENCOURAGMENT OF SENIORS OF YOUR BEST EFFORT 42
25 4.25 ENOUGH TRANING TO SOLVE CUSTOMER ISSUE 43
26 4.26 PROVIDE SUPPORT WHEREVER NECESSARY 44
27 4.27 ROLE IN THE COMPANY 45
CHAPTER – 1
 1. INTRODUCTION

The previous studies on the effect of pandemic have focused on the behavior related to
preventative measures to protect the health of the customers; however, less attention has been
paid to the influence of pandemic on customer outcomes. To fill this gap, the SERVQUAL
framework was employed to examine the changes in customers’ social media behaviors that
have occurred since the pandemic was declared. In the post pandemic world, the parameters
for customer satisfaction have changed considerably. Pandemic has made personal interaction
more challenging. To be less vulnerable to becoming severely ill with the virus, customers
prefer touchless digital mediums of communications. Keeping in view the public healthcare
concerns, the governmental pandemic mitigation policies also promotes touchless mediums
for shopping; therefore, the role of social media as a communication tool stands to increase at
a time when social distancing is a common practice; social media provides avenues for buyers
to interact with sellers without physical contact. Thus, the use of social media gains critical
importance, especially after the pandemic, and the businesses may find new opportunities to
gain competitive advantage through their use of effective social media strategies.

The car care industry uses traditional means of customer communications. The company in
this study made use of social media in improving their service quality through effective and
safe communication with their customers. The use of social media to provide updates to
customers played a significant role in improving service quality and satisfaction. The
company in the study used Snapchat to provide updates on the work, thus minimizing the
customers’ need to physically visit the car care facility. This use of social media gave a
significant boost to the responsiveness aspect of the service quality.

Service quality and customer satisfaction are important aspects of business since a company’s
growth is largely dependent on how well it maintains its customers through service and how
well they keep their customers satisfied. customer satisfaction is expected to result from good
service efficiency, which will improve customer engagement and interrelationship. customer
satisfaction is linked to high service quality, which makes businesses more competitive in the
marketplace. This study uses the SERVQUAL framework to define service quality. This
framework uses five dimensions to account for service quality, namely, tangibles, reliability,
responsiveness, assurance, and empathy. Identifying issues in service and customer

1
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satisfaction can lead to high service quality. Furthermore, service quality can be characterized
by analyzing the variations between planned and perceived service. Service quality and
customer satisfaction have a positive relationship.

Recognizing and meeting customer expectations through high levels of service quality help
distinguish the company’s services from those of its rivals. Social media plays a critical role
in shaping these service quality-related variables. physical responsiveness but also digital
means of communication. AARA PROJECTS AND SERVICE uses social media as mode of
communication with their customers due to physical interaction restriction caused by the
pandemic.

Service quality becomes a critical element of success in AARA PROJECTS AND SERVICE
industry because customer contact is one of the most important business processes.

1.1OBJECTIVES OF STUDY

 improve customer loyalty

Building loyalty with your existing customers drives long-term business growth. Tracking
customer loyalty also shows you how well your company is providing its core services.

 increase customer service satisfaction rates 

When your customers contact your help desk or customer support team it’s usually because
something has gone wrong with your product or service. 
But a positive customer service experience that resolves user issues can turn a dissatisfied
customer into a loyal one. 

 increase product advocacy

Up to 55% of people rely on word-of-mouth recommendations and customer references for
purchase decisions, so increasing product advocacy is a great way to win new customers
without increasing your advertising spend.

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1
  improve product usability
A clunky website that makes it difficult for customers to find what they need wastes users’
time and energy and is bad for business.

Improving your product’s usability allows you to create a streamlined customer experience
that helps users get the most out of your site and turns them into loyal, returning customers.

 drive successful cross-team collaboration

When teams and individuals are connected through cross-functional collaboration and
communication, it becomes easier to set and achieve customer satisfaction goals as everyone
is aligned on what needs to be done to delight users.

1.2 SCOPE

Customer satisfaction includes a customer's perceived quality, value and expectations of a

company and what it offers. Companies use this data, which they can gather through methods like
surveys and focus groups, to help them determine how they can improve their products or services
to gain and keep more customers.

1.3 LIMITATION OF THE STUDY

 No mechanism is present to measure the relationships with different customers

quantitatively, only measurement of customer satisfaction and engagement is done.
 No mechanism to differentiate between a satisfied customer and a loyal customer. The
current model is only indicative of the loyalty parameters as part of CSAT feedback, but
does not reflect the period of relationship, loyalty etc. The feedback on satisfaction is
temporary and specific to the project whereas the Relationship cuts across the unit and
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 organisation and expected to improve over the period of relationship.
 The rational and behavioural aspects of a relationship are not taken into account.
 The Models don’t take into consideration the cultural ethos and demography of the
customer. For example, some of the private sector customers in India are traditionally very
conservative in their rating as compared to their colleagues in PSUs. The current methods of
capturing customer escalations prove to be ineffective due to lack of tracking mechanism
and different customer touch points and through different medium.
 Although the CSAT is aimed at CXO-level respondents along with Middle Management
and the CSAT questionnaire is accordingly placed. The level of respondent is not used as a
parameter to rationalise the CSAT score and ELF Scores.  Sometimes, the project level ELF
doesn’t really reflect the mood of the customer at large.

DETERMINANTS OF SATISFATION LEVEL OF SERVICE PROVIDED

1. Accessibility
Have you made it easy for customers to interact with you to ask questions, voice concerns, or get a
problem solved? Or, do customers have to jump through a number of hoops, do an extensive
Google search, and pray to the gods of customer service that they can get a hold of you?

While it may be unpleasant dealing with an unhappy customer, it's significantly worse dealing with
an unhappy customer who took 2 hours out of their day to track you down.

2. Empathy
Mistakes happen, and despite the old adage, the customer isn't always right… but if you'd like to
keep them as a customer, they must always be happy. You can ensure this by hearing them out
when they are upset, showing concern for the situation, and letting them know that you'll do
everything in your power to make it right.

3. Language
Every industry and company has its own "shop terms" and lingo that they use to describe what they
do and how they do it. Unfortunately, this insider language doesn't resonate with customers.
1
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They want to know that you understand their problem and have a solution for it. In order to
communicate that, you need to figure out what words they use when they talk about it.

4. Response Time
We live in a fast-moving world. Customers expect products to arrive on their doorstep hours after
they order them, and questions to be answered within minutes (if not sooner!) of them asking.

While many companies can't afford round-the-clock staff, away messages that contain answers to
FAQs and chatbots make it possible to interact with your customers on their time.

PERSONAL FACTORS

 Customer Understanding

Your customers have to know that your company isn’t just profiting from them. Loyal customers want to be
assured that they are buying from an organization that truly cares about their best interests. Customers prefer
companies that offer multiple choices, remember their preferences, and personalize the buying experience for
them.

 Technology

Technology has become a necessary aspect of operating a business in an ever-developing modern world.
Social media, websites, blogs, and apps are factors that give tech-savvy businesses an edge over their
competition. A blog article from Access Development mentioned that research firm Apptentive found 66% of
companies that did not have a mobile app saw a decrease in customers. In order to satisfy consumers with
technology, your company channels should be widely accessible, easy to navigate, and load pages quickly.

 Service

Godo service is often described as warm, friendly, and polite. It’s easy for businesses to meet these factors,
but true customer satisfaction takes more than just attentive employees. Excellent customer service is also
1
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ensuring that the needs of consumers are met. Most consumers require convenient, intuitive customer service
that delivers exactly what they want in a timely manner.

CONSEQUENCES OF CUSTOMER DISSATISFACTION

 Negative word of mouth

 Reduction in loyalty and customer lifetime value

 Lead generation becomes harder

 Lower sales

 Employee churn

STEPS TO IMPROVE SATISFACTION LEVEL OF SERICE PROVIDED

 Understand your customers.

 Create a customer-centric culture.

 Put yourself in the customer's shoes.

 Lead with empathy, always.

 Always ask for feedback.

 Act on customer feedback.

 Give your support teams everything they need to succeed.

 Respond to customer reviews.

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CHAPTER-2
 2. INDUSTRY PROFILE

AARAA is a firm which offers the customer with innovative solutions to almost all
the technical issues in the industry. Though our roots are in Chennai, We have slowly and
prominently started to expand our Engineering, Sales & Services in UAE, Sri Lanka and Nepal.
ATeam of friends with strong Engineering background took an initiative to create an apt
platform for customer’s need in the Electrical & Automation market. As a result of their tireless
efforts AARAA was formed. The main concentration of this firm is to satisfy the requirements
of the clients in specific areas like Process controls, LT and HT Panels, Industrial Automation,
SPM Machines, conveyors solutions and Solutions in Energy Efficient manner.

GROWTH OF ELECTRICAL INDUSTRY

Electrical equipment produces products that generate, distribute and use electrical power. Electrical
equipment's primary function is to accomplish work by converting electrical energy and controlling electrical
energy, including protecting systems, property, and people.

The main types of electrical equipment are electric lighting equipment, household appliances, power
generation, transmission, and control equipment, batteries and wires, and cables. Home appliances are
electrical machines that aid in household functions such as cooking, cleaning, and food storage. The
equipment is operated through online and offline modes. The various sales channels include OEM and
aftermarket that are used by B2B and B2C end users.

The electrical equipment market research report is one of a series of new reports from The Business Research
Company that provides electrical equipment market statistics, including electrical equipment industry global
market size, regional shares, competitors with an electrical equipment market share, detailed electrical
equipment market segments, market trends and opportunities, and any further data you may need to thrive in
the electrical equipment industry. This electrical equipment market research report delivers a complete
perspective of everything you need, with an in-depth analysis of the current and future scenarios of the
industry.
10
The global electrical equipment market grew from $1503.21 billion in 2022 to $1630.86 billion in 2023 at a
compound annual growth rate (CAGR) of 8.5%. The Russia-Ukraine war disrupted the chances of global
economic recovery from the COVID-19 pandemic, at least in the short term. The war between these two
countries has led to economic sanctions on multiple countries, a surge in commodity prices, and supply chain
disruptions, causing inflation across goods and services and affecting many markets across the globe. The
electrical equipment market is expected to grow to $2190.31 billion in 2027 at a CAGR of 7.7%.

The rapid pace of innovations in electronics technology is stimulating consistent demand for newer and faster
electronic equipment. Technological development is a key to attracting both consumers and business users for
either replacing or upgrading the older products with advanced versions. Digital technologies such as the
internet of things (IoT) and the latest communication technologies such as 5G are expected to aid in the
development of innovative electronic products. This is expected to increase the demand for electronic
products which will ultimately drive the growth of the electronic equipment manufacturing market during the
forecast period.

2.1 COMPANY PROFILE

Aaraa Projects & Services was established in the year 2010, it is a resourceful Electrical &
Automation company. We have built our organization with young and dynamic professionals.
We have not just started our firm in fact we have invested our optimistic approach & hard work.
Our main concern is only customer satisfaction. We are proud in announcing that Aaraa
provides its customers with innovative solutions for their Electrical & Automation demands &
needs.
The managing Team of the company are very young and innovative in their vision and
thoughts, which are resembled in the style of projects they have chosen till date. The
administration and the finance team of the organization are very amicable to the situation of the
organization. Everyone is self-motivated in nature which has always been an advantage to the
organization. Reminiscing our toughest times we have crossed the turbulent period with selfconfidence and
accomplished the tasks in a better way.
11
Swimming across the rough sea, we progress in the midst of ordeals. We would like to
extend our most sincere thanks to our dedicated staff members and customers who have
faithfully patronised us & motivated us time and again to succeed our target more efficiently.

2.2 REVIEW OF LITERATURE

VISION

 Our vision is to be a successful team player among the leading electrical companies in India
and worldwide Industrial Market.
 Our aim is to provide customers with service actually needed to their issues in a most prominent
and efficient style by incorporating strong Engineering support considering financial
implications as well.
 Changes are the only constants. We upgrade and update ourselves to cope up with up to date
techniques in the vast ever-growing technical world.
 We will enhance our knowledge and will strive to continue to master new and upcoming
technologies, business & professional Ethics to pursue new and emerging markets that are driven
by latest technologies.

ATTITUDE

Enthusiasm & proficient execution are the working attitude of our firm.

VALUES

We execute all our projects with the following values:

Commitment, Loyalty, Consistency, Enthusiastic, Innovative, Co-operative, Sustainability and
trust oriented corroboration. Ambitious, adaptability, credibility, receptive, diligent

12
OUR MISSION

 To become a pioneer in various fields of engineering and set benchmarks to make our budding
company into sustainable growth.
 To offer products and services to maximum level this will prompt and promote the economic
growth of the company, its employees and also our customers.
 AARAA is whole heartedly devoted to be in the forefront of the Industry in safety advancements,
workforce trading and customer satisfaction.
 We serve as an apt platform in meeting our customer’s expectations and requirements through
our full spectrum of products, Electrical design and maintenance services. Since AARAA debut the
company has been committed to process control, commissioning, Industrial automations.
 AARAA plays a leading role in domestic & International Industry market. AARAA owns a
skilled team of Engineers who is able to calibrate, build panel, Consulting Engineering Services,
Retrofit Jobs, turnkey projects etc. They are also efficient enough to provide trainings to the
client according to their specific site conditions as well.
 AARAA has been acknowledged for their quality systems in accordance with industrial ISO
Standards for design, engineering, manufacturing Erection and Commissioning. Service for our
Electrical & Industrial Automation is up to the latest industrial trends and standards. We don’t
compromise on the customer’s goodwill, so we complete each and every service and projects up
to customer’s satisfaction.
 According to our internal annual survey we corroborate to the quality to be maintained
constantly. Our indefatigable efforts are converged to mount up the customers’ valuable
confidence which in turn brings a special type of accreditation to our organization.

Our Milestones

• Attained CCTV Integration Order for Mc.Renett worth of Rs.4 Million.

• Chettinad Cement Service Order worth 4 million INR
• Turnkey order worth 7 million
• CG higher 750 kW supply & service
• Established a concern in Srilanka
• Achieved No.1Dealer Award for Drives & Automation in southern region from
Crompton& Greaves.

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• Consultant for 834 Crore SCADA Projects
• High Contribution for increase in production in Govt.cement in Nepal
• Reduced CO2 emission to 3.5 tons by energy
• Have successfully accomplished Automation projects comprise of 5000 IOs integrated in
ports
• Have Extended Sales &support activities in Dubai(UAE)

AARAA PROJECTS & SERVICES

AARAA has pervaded a new dimension of technical skills like motor winding, Automatic
Water Level Controllers. It has introduced many functional Engineering concepts in small scale
manner. AARAA is at the threshold of inventing and assessing various products and their
functions in the developing Technological world.
We complete our services within stipulated and promised time period in an effective
economical way.
Our Employees are equipped and prepared to share their experience and knowledge with the
customers in a professional way. They have been with us all along in our sunshine as well as
turbulent times.
We always look forward to pursue unique and challenging projects that extract more
contribution from our end so that it serves dual purpose where the customer receives their best at
their end in a hassle free manner in turn we also earn a new genre experience that fosters
innovative thinking and strategies actions as well.
Our desire is not limited to only our achievements but performing Engineering in a safety and
Energy saving manner which makes us to contribute for the people.
We have climbed only a few small steps in this vast technically challenging Electrical and
automation World. In addition to service, our planned and cautious measures in the manufacture
of products ensure that we sell genuine material by meeting all the Industrial standards to
compete in the International market. We are proud & happy to inform that our products can be
trusted & relied on without any second thoughts.
We undertake Turnkey projects which provide us to serve the customers as a ONE STOP
Engineering servicing platform which starts with Design to Commissioning of all Electrical &
Automation projects. We have well built Engineering and Execution team who are capable of
performing jobs from LT, HT Panel Buildings to Industrial Site Execution in a professional way
without compromising even small things.
14
We are proud to highlight that we have extended our services internationally to Asian
countries like Srilanka, Nepal etc. and Gulf Countries like UAE, Qatar etc. Our services have
even reached European countries like Australia as well. We assure that we are striving hard and
we have been able to satisfy and render our services to all over world Engineering platforms in a
hassle free manner wherein ensuring the quality and technical standards are maintained in world
class styles. Our Portfolio of services includes the following,
• VFD Drives
• Switch Gears
• PLC
• Design & supply of Motors.
• Turn Key & Retro fit projects
a. Cement Plants
b. Power Plants – Thermal, Nuclear, Solar, Hydro etc.
c. Oil & Gas Industries
d. Water Projects
e. Building Management Automation systems.
f. MEP Works
g. Energy Based projects
h. Fire Alarm & Fire Fighting systems
i. Material Handling Projects.
j. Compressed Air System projects
k. Complete Automation Up gradation Projects
l. Annual Maintenance for Electrical, Instrumentation & Automation systems.
m. SPM Machines Solutions
n. Conveyors solutions

Noteworthy News

Our Working Methodology and practices are streamlined in a way that, it ensures our
promise in spectacular services. Our Suppliers are our right hands who have stood with us during
our raise and fall. Since they have witnessed our phenomenal achievements during our hard
times they were comfortable to travel with us in this journey of almost a decade.
Our Sales & services have potential companies list which still follow the aged technologies,
we ensure to them that we upgrade their technology and Engineering to the contemporary and
15
advanced technology.
Our Engineering team are very striving to meet the diversified customers all over the world
with their strong and dedicated technical calibres.They are technologically self-driven
individuals , so definitely result can be highly reliable by professional standards

16
CHAPTER-3
 3. RESEARCH METHODOLOGY

PRIMARY DATA:
The primary data has been collected through the Questionnaire. The Questionnaire has been
properly prepared in order to cover all the Information required for the study. The primary
data has been obtained by interaction with the officials and staff in the division in the
organization and also obtained through the Questionnaire distributed to the persons in
different departments division in that particular

SECONDARY DATA:
The secondary data has been collected through by the Manuals and also from old records
available in the organization. Some other data also collected from the websites earlier
researches and published books

RESEARCH DESIGN:
Research methodology, which is followed by researcher, is Descriptive study.

SAMPLING PROCEDURE:

Here the researcher follows the simple random sampling for conducting survey and in detail
sampling procedure is convenience sampling. This procedure is adopted based on the
convenience of the researcher time and money constraints.

SAMPLE SIZE:
The researcher has allowed doing the project in particular division in the organization. The
study is limited to only that particular division.

17
RESEARCH INSTRUMENT:

The research instrument that is used in this study is structured questionnaire. A questionnaire
consists of a set of questions presented to the respondents for their answers. The researcher
has used questionnaire as the instrument of research, to collect the information. A
questionnaire consists of open ended, closed ended and likert 5 scale model questions to the
respondents.

SAMPLING UNIT:
Respondents have been selected from different departments of AARA

PERCENTAGE ANALYSIS:
In the research various percentage are identified the analysis and they are presented
pictorially by way of bar diagrams.

18
CHAPTER – 4

19
 4.1 DATA ANALYSIS

TABLE 4.1 : GENDER

GENDER RESPONSES PERCENTAGE

MALE 12 85.7%

FEMALE 2 14.3%

TOTAL 14 100%

RESPONSES

MALE FEMALE

INTERPRETATION: From the above table it is interpreted that 85.7% respondents are male and 14.30 %
are female.
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 TABLE 4.2: AGE
PARTICILARS NO OF REPONDEND PERCENTAGE

18-20 YEARS 02 14.30%

20-30 YEARS 11 78.57%

30-55 YEARS 01 7.14%

TOTAL 14 100%

NO OF RESPONSES

18-20YEARS 20-30YEARS 30-55YEARS

INTERPRETATION : From the above table it is INTERPRETED that 14.30% of

respondents are between the age of 18-20, and another 78.57% of respondents are
between the age group of 20-30, 7.14% of respondents are in the age of 30-55 .

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 TABLE 4.3: MARTIAL STATUS
PARTICULARS NO OF RESPNONSES PERCENTAGE

MARRIED 12 85.7%

UNMARRIED 02 14.30%

TOTAL 14 100%

MARTIAL STATUS

PARTICUARSNO.OF RESPONSES MARRIED

UNMARRIED

INTERPRETATION: from the above table it is INTREPRETED that 14.3% of responses

are unmarried and 85.7% of responses are married.

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TABLE 4.4: would you use AARAA electrical service in the future ?

PARTICULARS NO OF RESPNONSES PERCENTAGE

YES 3 21.4%

NO 0 0%

MAYBE 11 78.6%

NO.OF RESPONSES

YES NO MAYBE

INTERPRETATION : From the above table it is interpreted that there are 21.4% are
responded yes and 0% are responded no and 78.6% are responded maybe.

23
 TABLE 4.5: would it be okay for us to follow up with you about your response ?

PARTICULARS NO OF RESPODENTS PERCENTAGE

YES 12 85.7%

NO 2 14.7%

NO. OF RESPONSES

YES NO

INTERPRETATION: From the above table it is interpreted that there are 18.18% of
employee work as a talent acquisition specialist, 27.27% of the employee work as a
technical service desk executive, 22.72 % of employee work as a service desk executive,
22.72% of employee works as a print support employees .

24
TABLE 4.6: how satisfied are you with our product and services ?

PARTICULARS NO OF RESPONSES PERCENTAGE

HIGHLY 2 14.3%

DISSATISFIED

DISSATISFIED 1 7.14%

SATISFIED 7 50%

NUETRAL 4 28.6%

NO.OF RESPONSES

HIGHLY SATISFIED DISSATISFIED SATISFIED NEUTRAL

INTERPRETATION: From the above table it is interpreted that there are 5.45 % of
employees are highly dissatisfied, 13.63 % of employees are dissatisfied, 34.54 % of
employeesare satisfied and 42.72 % of employees are highly satisfied.

25
TABLE 4.7:how easy did we make it to solve your problems?

PARTICULARS NO OF RESPODENTS PERCENTAGE

EASY 6 42.85%

NEITHER 8 57.14%

EASY NOR DIFFICULT

DIFFICULT 0 0

TOTAL 14 100%

NO.OF RESPONSES

EASY NEITHER EASY NOR DIFFICULT

DIFFICULT

INTERPRETATION: From the above table it is interpreted that there are 80% of employees
are proud to be in the organization and 15.45 % of employees are not proud to be in the
company and 4.54 % of the employees are unanswered to the question .

26
TABLE 4.8: how often do you use this service /products?

PARTICULARS RESPONSES PERCENTAGE

ATMOST ALWAYS 5 35.7%

THIS US MY FIRST TIME 4 28.6%

OFTEN 2 14.%

SOMETIMES 3 21.4%

TOTAL 14 100%

INTERPRETATION : From the above table it is interpreted that there are 30.9% of
employees strongly agree that they have the opportunity to do best every day , 35.45 % of
employees had agreed , 19.09% percentage of employees had disagreed and 14.54 % of
employees had strongly disagreed .

27
TABLE 4.9: HOW SATISFIED ARE YOU IN KOSAN CRISPLANT?

PARTICULARS NO OF EMPLOYEES PERCENTAGE

HIGHLY SATISFIED 35
31.81%

SATISFIED 28
25.45%

DISSATISFIED 23
20.90%

HIGHLY DISSATISFIED 24 21.81%

TOTAL 110 100%

35.00%
30.00%
25.00%
20.00%
15.00% 31.81%
10.00% 25.45%
20.90% 21.81%
5.00%
0.00%

highly dissatisfied satisfiedhighly satisfied

dissatisfied

INTERPRETATION : From the above table it is interpreted that there are 31.81% of
employeesare highly satisfied intheir job , 25.45 % of employees are satisfied in their job ,
20.90 % of employees are dissatisfied in their job and 21.81 % of employees are highly
dissatisfied in their job .

28
TABLE 4.10 : DO YOU FEEL PROUD FOR YOUR CONTRIBUTION AT KOSAN
CRISPLANT ?

PARTICULARS NO OF RESPONSES PERCENTAGE

HIGHLY DISSATISFIED 9 8.18%

DISSATISFIED 28
25.45%

SATISFIED 30 27.27%

HIGHLY SATISFIED 33 30%

TOTAL 110 100%

30.00%
25.00%
20.00%
15.00% 27.27% 30.00%
25.45%
10.00%
5.00% 8.18%
0.00%
HIGHLYDISSATISFIED SATISFIEDHIGHLY
SATISFIEDSATISFIED

INTERPRETATION : From the above table it is interpreted that there are 8.18% of
employees feel highly dissatisfied for their contribution 34.54 % of employees feel
dissatisfied for their contribution 27.27 % of employees feel satisfied for their contribution
and 33 % of employees feel highly satisfied for their contribution .

29
TABLE 4.11; DO YOU FEEL RECOGNISED FOR YOUR CONTRIBUTION YOU
MADEAT KOSAN CRISPLANT?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

.HIGHLY
21 19.09%
UNRECOGNISED

UNRECONGNISED 21 19.09%

RECONGNISED 27 24.54%

HIGHLY RECONGNISED 32 29.09%

TOTAL 110 100%

30.00%
25.00%
20.00%
15.00%
29.09%
24.54%
19.09% 19.09%
10.00%

5.00%
0.00%

HIGHLY DISSATISFIED SATISFIED HIGHLY

DISSATISFIED SATISFIED

INTERPRETATION: From the above table it is interpreted that there are 19.09 % of
employees feel highly dissatisfied 19.09% of employees feel dissatisfied 24.54 % of
employees feel satisfied and 29.09 % of employees feel highly satisfied .

30
TABLE 4.12 : HOW SATISFIED ARE YOU WITH THE JOB PERFORMANCE ?

PARTICULARS RESPONSES PERCENTAGE

YES 70 63.63%

NO 40
36.36%

TOTAL 110 100%

70.00%
60.00%
50.00%
40.00%
30.00%
63.63%
20.00%
10.00%
36.36%
0.00%

YESNO

INTERPRETATION: From the above table it is interpreted that there are 70% of employees
like things they do in the organization and 30 % of employees are not liking things that they
do in the organization.

31
TABLE 4.13: HOW SOCIAL DO YOU FEEL AMONG YOUR CO WORKERS? RATE
ITAMONG THE SCALE OF 1 TO 4 ?

PARTICULARS NO OF RESPONSES PERCENTAGE

13.64%
HIGHLY UNSOCIAL 15

22.73%
UNSOCIAL 25

27.27%
SOCIAL 30

36.36%
HIGHLY SOCIAL 40

100%
TOTAL 110

40
35
30
25
20 36.36
15 22.73 27.27
10 13.64
5
0
HIGHLYDISSATISFIEDSATISFIED HIGHLY
DISSATISFIED SATISFIED

INTERPRETATION: From the above table it is interpreted that there are 13.64% of
employees feel highly unsocial 22.73% of employees feel unsocial 27.27 % of employees feel
social and 36.36 % of employees feel highly social

32
TABLE 4.14: THE TRAINING AND DEVELOPMENT FACILITY YOU ARE GETTING
FROM KOSAN CRISPLANT IS?

PARTICULARS NO OF RESPONSES PERCENTAGE

40 36.36%
VERY HIGH

8.18%
HIGH 9

24.55%
AVERAGE 27

10.91%
LOW 12

20%
VERY LOW 22

TOTAL 110 100%

40.00%

30.00%

20.00% 36.36%
24.55%
20%
10.00%
8.18% 10.91%
0.00%
VERY HIGHHIGHAVERAGELOWVERY LOW

INTERPRETATION : From the above table it is interpreted that there are 36.36% OF
employees have answered very high about the training and development , 8.8%have answered
high for training and development,24.55 % have answered there average level of training and
development , 10.91% have answered there is low level of training and development and 20%
have answered there is very low level of training and development. .

33
TABLE 4.15: WHAT DO YOU THINK ABOUT THE SUPERVISION YOU ARE
OBTAINING FROM KOSAN CRISPLANT ?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

VERY GOOD 11 10%

GOOD 29 26.36%

AVERAGE 20 18.18%

BAD 35 31.82%

VERY BAD 25 22.73%

TOTAL 110 100%

35%
30%
25%
20%
15% 31.82%
10% 26.36%
22.73%
5% 18.18%
0% 10%

VERY GOODGOODAVERAGEBADVERY BAD

INTERPRETATION: From the above table it is interpreted that there are 10% of employees
have answered very good about the supervision 26.36% have answered good about the
supervision ,18.18 % have answered average about the supervision 31.82% of employees
have answered bad about the supervision and 22.73% of employees answered very bad
aboutthe supervision .

34
TABLE 4.16: WHETHER THE COMPANY IS PROVIDING ALL THE FACILITIES
WHICH ARE NECESSARY?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

YES 75 68.18%

NO 35 31.82%

TOTAL 110 100%

80.00%
60.00%
40.00%
68.18%
20.00%
0.00% 31.82%

yesno

INTERPRETATION: From the above table it is interpreted that there are 68.18 % of
employees have answered that the organization is providing all facilities that is necessary and
31.82% of employees have answered that they are not providing necessary facilities

35
TABLE 4.17: DOES YOUR ORGANIZATION PROVIDE PSYCHOLOGICAL
COUNCELLING ONCE IN 6 MONTHS?

PARTICULARS NO OF RESPODENTS PERCENTAGE

YES 84 76.36%

NO 17 15.45%

UNANSWERED 9 8.18%

TOTAL 110 100%

80.00%
60.00%
40.00%
76.36%
20.00%

15.45% 8.18%
0.00%
yes no unanswered

INTERPRETATION: From the above table it is interpreted that there are 76.36% of
employees have answered YES and 15.45 % of employees have answered NO and 8.18%
have unanswered the question .

36
TABLE 4.18: WHAT DO YOU THINK ABOUT THE SAFETY MEASURES PROVIDED
BY THE MANAGEMENT?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

HIGH 65 59.09 %

AVERAGE 25 22.73 %

BAD 20 18.18 %

TOTAL 110 100 %

60.00%

40.00%
59.09%

20.00% 22.73% 18.18%

0.00%
high average bad

INTERPRETATION : From the above table it is interpreted that there are 59.09 % of
employees have answered that the company provide the safety measures and 22.73% have
answered average about the safety measures and 18.18% have answered bad about the safety
measures in the organization .

37
TABLE 4.19: ARE YOU SATISFIED WITH THE WAGES PAID TO YOU

PARTICULARS NO OF RESPONDENTS PERCENTAGE

YES 95 86.36 %

NO 15 13.64 %

TOTAL 110 100%

100.00%
80.00%

60.00%
86.36%
40.00%
20.00%
13.64%
0.00%
YES NO

INTERPRETATION: From the above table it is interpreted that there are 77.27%
employees are satisfied with their wages and 13.64% of employees are not satisfied with
theirwages.

38
TABLE 4.20: ARE YOU SATISFIED WITH THE BENEFITS EXTENDED THE
COMPANY ? (HEALTH , LIFE INSURANCE ETC )

PARTICULARS NO OF RESPONSES PERCENTAGE

HIGHLY DISSATISFIED 10 9.09%

DISSATISFIED 19 17.27%

SATISFIED 11 10%

HIGHLY SATISFIED 70 63.36%

TOTAL 110 100%

70%
60%
50%
40%

63.36%
30%
20%
10%
17.27%
9.09% 10%
0%
HIGHLYDISSATISFIEDSATISFIEDHIGHLY
DISSATISFIEDSATISFIED

INTERPRETATION : From the above table it is interpreted that there are 10% of
employees are highly dissatisfied . 19% of employees are dissatisfied 11% of employees are
satisfied and 60% of employees are highly satisfied .

39
TABLE 4.21 : DO YOU FEEL YOU ARE REWARDED

PARTICULARS NO OF RESPONSES PERCENTAGE

SATISFIED 40 27.27%

HIGHLY SATISFIED 40 36.34%

DISSATISFIED 12 10.90%

HIGHLY DISSATISFIED 18 16.36%

TOTAL 110 100%

40% 36%
35%
30% 27%
25%
20%
15% 16%
10%
11%
5%
0%

SATISFIEDHIGHLY SATISFIEDDISSATISFIEDHIGHLY
DISSATISFIED

INTERPRETATION : From the above table it is interpreted that there are 30% of
employees are satisfied , 40 %of employees are highly satisfied and 12 %dissatisfied 18 % of
employees are highly dissatisfied .

40
TABLE 4.22: DO YOU THINK YOU ARE MOTIVATED BY YOUR MANAGER

PARTICULARS NO OF RESPONDENTS PERCENTAGE

YES 41 46.36%

NO 39 35.45%

MAYBE 10 9.09%

TOTAL 110 100%

50.00%

40.00%

30.00%
46.36%
20.00% 35.45%

10.00%
9.09%
0.00%
YES NO MAYBE

INTERPRETATION : From the above table it is interpreted that there are 41 % have
answered they are valued by their manager and 39 % have answered no and 10 % have
answered they might be valued .

41
 TABLE 4.23: DO YOU FEEL WORK STRESS IN YOUR ORGANIZATION ?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

YES 40 36.36%

NO 40 36.36%

MAYBE 30 27.27%

TOTAL 110 100%

40.00%
35.00%
30.00%
25.00%
20.00% 36.36% 36.36%
15.00% 27.27%
10.00%
5.00%
0.00%
YES NO MAYBE

INTERPRETATION From the above table it is interpreted that there are 30% have
answered yes, 40 % have answered no and 30 % have answered maybe

42
TABLE 4.24 :DO YOUR SENIORS, MANAGERS ENCOURAGE YOU TO GIVE
YOURBEST EFFORT

PARTICULARS NO OF RESPONDENTS PERCENTAGE

YES 72 65.45%

NO 38 34.54%

TOTAL 110 100%

70.00% 65.45%

60.00%
50.00%
40.00%
35%
30.00%
20.00%
10.00%
0.00%

YES
NO

INTERPRETATION: :From the above table it is interpreted that there are 72% of
employees have answered yes and 28% have answered no.

43
 TABLE 4.25: DO YOU THINK YOU HAVE HAD ENOUGH TRAINING TO SOLVE
CUSTOMER ISSUES?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

YES 88 80 %

NO 22 20%

TOTAL 110 100%

80%
60%

40% 80%

20% 20%
0%
YES NO

INTERPRETATION: From the above table it is interpreted that there are 88% have
answered yes and 12% have answered no .

44
TABLE 4.26: DOES YOUR TEAM PROVIDE YOU SUPPORT AT WORK
WHENEVER NEEDED?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

YES 89 80.90 %

NO 21` 19.09%

TOTAL 110 100%

100.00%
80.90%
80.00%
60.00%
40.00%
20.00%
19.09%

0.00%
YES
NO

INTERPRETATION : From the above table it is interpreted that there are 80.90% have
answered yes and 19.09% have answered no

45
 TABLE 4.27: IS IT CLEAR TO YOU WHAT YOUR ROLE DEMANDS IN
MEETINGTHE COMPANY OBJECTVES

PARTICULARS NO OF RESPONDENTS PERCENTAGE

YES 92 83.63 %

NO 18 16.36%

TOTAL 110 100%

90.00%
80.00%
70.00%
60.00%
50.00%
40.00%
30.00% 83.63%
20.00%
10.00%
0.00%

16.36%

YESNO

INTERPRETATION: From the above table it is interpreted that there are 83.63% have
answered yes and 16.36% have answered no

46
CHAPTER – 5
4.2 FINDINGS

• Most of the employees have high satisfaction towards their job that is, 41% have
shown interest towards their job and only 6% are not interested to work with Kosan
Crisplant Pvt. Ltd.
• Most of employees are feeling proud to be in the organization and only 17% are not
feeling proud to be a part in the organization .
• Most of the employees are feeling they are getting the opportunity to do the work
every day .
• According to the opinion of employees they feel valued for their contribution.

• Most of the employees feels that their work is appreciated.

• . The organization should provide an opportunity to participate so that it should be

acceptable to everybody .
• Most of the employees have answered that the organization is providing all facilities.

• Most of the employees have answered yes for providing psychological counselling
every 6 mounth . .
• Most of the employees have answered yes to provide safety measures by the
management.
• Most of the employees are satisfied with their wages paid to them.

• Most of the employees are highly satisfied with their extended benefits like health
insurance, life insurance etc..
• Most of the employees are highly satisfied with their rewarded.

• Most of the employee have answered no to work stress in organization.

• Most of employees have answered yes to their senior manager who encourages for
giving best effort .
• Most of the employees answered yes to had enough training to solve customer issues.

• Most of the employees answered yes to their team who provide support whenever
needed.
• Most of the employees answered yes for clearing their role demands in meeting the
company’s goals.

46
4.2.1 SUGGESTIONS

4.2.1.1 Make
the job
more
interesti
ng
through
providi
ng them
good
workin
g
conditio
ns,
safety
measur
es, and
welfare
measur
es.

4.2.1.2 Make
improv
ements
in
training
and
develop
ment
facility
47
 given to
the
employ
ees;
provide
cooling
facility
to
product
ion
departm
ent and
providi
ng
adequat
e
workin
g space.

4.2.1.3 Improv
e
allowan
ces,
bonus,
entertai
nment
and
cultural
progra
mmes,
scholar
ships.
The
transpo
48
 rtation
facilitie
s
should
be
improv
ed,
provide
this
facilitie
s along
with
every
shifts.
4.2.1.4 Educat
e the
employ
ees
about
the
safety
commit
tee and
improv
e the
safety
training
progra
ms and
make it
more
effectiv
e

49
4.2.2 CONCLUSION

The study on employee satisfaction at Kosan crisplant Pvt. Ltd, emphases on

―Job Satisfaction of employees in Kosan crisplant at Manali Chennai ‖. The research is
conducted using primary data and secondary data. This study emphasis that employees are
getting working condition from their job. All employees are satisfied with the relationship
betweenall the members of the organization employees are satisfied with their job because of
the organization provide the facilities like training and development. Supervision, leave
facilities etc.

50
QUESTIONNAIRE

1 .NAME

2 .Gender:

a. Male
b. Female

3 .Age:

a. 21-30 Years
b. 31-40 Years
c. 41-50 Years
d. Above 50 Years
e. Other:

4 .Educational Qualification

a. UG
b. PG
c. Others

4.3 Designation:

a. Employee
b. Part-time employee
c. Manager
d. Others.

6 .Work Experience in Kosan Crisplant ?

a. 1 year
b. 1 year to 2 years
c. 2years to 3years
d. 3 years to 4 years
e. 4 years to 5 years
f. Above 5 years

4.4 Whats your designation in your organisation ?

a. Technical service desk executive

b. Service desk executive
c. Talent acquisition specialist
d. Printer support
e. Others

51
4.5 Rate your job satisfaction ? within the scale from 1 to 4 ?

a. 1
b. 2
c. 3
d. 4

4.6 Do you feel proud to be part of the Company. ?

a. Yes
b. No

4.7 At work , I have the opportunity to do what I do best every day ?

a. Strongly agree
b. Agree
c. Disagree
d. Strongly disagree

4.8 How satisfied are you in your organization?

a. Highly satisfied
b. Satisfied
c. Dissatisfied
d. Highly dissatisfied

4.9 Do you feel valued for your contribution in Kosan Crisplant? Rate it within the scale of (1-4)

a. 2
b. 3
c. 4

13 Among the scale of 1 to 4 how do you rate the work you do is appreciated?

a. 1
b. 2
c. 3
d. 4

14. Do you like doing the things you do at work?

a. Yes
b. No

15. How social do you feel among your co-workers?Rate it Among the scale of one to four?

a. 1
b. 2

52
 c. 3
d. 4

16. The training and development facility provided for you at Kosan Crisplant is:-

a. Very high
b. high
c. Average
d. Low
e. Very low

17. Rate the quality of supervison occurring at Kosan Crisplant?*

a. Very good
b. Good
c. Average
d. Bad
e. Very bad

18. Are you provided with safety and essential basic facilities at your work station?

a. Yes
a. No

19. How do you feel about the safety measures provided by the management?

a. High
b. Average
c. Bad

20. Are you satisfied with the wages & incentives you receive at Kosan Crisplant?

a. Yes
b. No

21 . Are you satisfied with the extended benefits provided at your organisation? (Health, life
insurance, etc.)*

a. Satisfied
b. Highly satisfied
c. Dissatisfied
d. Highly dissatisfied

53
22. Do you feel you are rewarded for your dedication and commitment towards the work?

a. Satisfied
b. Highly satisfied
c. Dissatisfied
d. Highly dissatisfied

23.Do you think you are valued by your manager?

a. Yes
b. No
c. Maybe

24. Do you face high workplace stress at your organization?

a. Yes
b. No
c. Maybe

25. Does your seniors, managers encourage you to give your best effort?

a. Yes
b. No

26. Do you think you have had enough training to solve customer issues?

a. Yes
b. No

27. Does your team provide you support at work whenever needed?

a. Yes
b. No
c. Maybe

28. Is it clear to you what your role demands in meeting the company objectives?

a. Yes
b. No

54
 BIBLIOGRAPHY

Organization behavior - J JAYASANKAR

Research methodology - Kothari C.R.

C B Mamoria – Essentials Human resources and industrialrelations

Ashwathappa. K - Human Resource Management Tata Mc Graw Hill Publications

Deith Davis - Human Relation at Work Tripathi Personnel management & industrial Relations

P. Subba Rao - Essentials of Human Resources and Industrial Relations

Case Study Research - John Mcleod Methodology

Techniques of Social Research - Wilkinson & Bhandarkar

Educational Research Methods - Nisbet & Entwistle

55