CHAPTER 1

CONSUMER SATISFACTION OF AKSHAYA CENTER

 CONSUMER SATISFACTION OF AKSHAYA CENTER
IN ALUVA MUNICIPALITY

INTRODUCTION:-

Customer is the king of the business. Customer is the person who by goods or services from a shop or
business a customer is an individual or business that purchase the goods or services produced by a business.
Customer have an important role in a business marketing. Marketing is the lifeblood of the organization. The
business man gives more importance to the factor customer satisfaction. The customer is the part and parcel
of the economic. Social and political environment. Therefore, consumer satisfaction become the prime
responsibility of the business.

As customer satisfaction is a responsibility of the business they would by to give the Peale of satisfaction to
it's customer in other words they would by to give maximum satisfaction for their product the value or worth
a customer receives from a product public relation service bought by him is known as customer satisfaction.

Information Communication Technology (ICT) can be effectively used by developing countries to improve
the quality of their people- many programmes have been launched so for worldwide to bridge the digital
divide and to improve the use of ICI by common man. Akshaya project is such a venture involved setting up
of thousands of multi- purpose community Technology centres called Akshaya e-kendras across Kerala.

Akshaya project officially launched in 2002 by setting up more than 600 site in Malappuram district of
Kerala, with the goal that one person in every family to be computer literate in the district. After the first
phase, Malappuram district is said to be India's first e-literate district. Akshaya marks the beginning of a
drive to Bridge the digital divide' by enabling thousands of ordinary citizens access relevant in the local
language over the internet. Akshaya was started with creating the micro entrepreneurs in each panchayat.
The micro entrepreneurs are called Akshaya centre Entrepreneurs

(ACES) or simply Akshaya entrepreneurs. ACES deliver services through which the population of the
respective area benefits. ACES try to impart knowledge and try to educate the population. The entrepreneurs
is the key to the success of the project.

Generally, Akshaya centres provide various services, course and projects. Various services include e-
payment, e-filing, e-ticketing, internet services, CSC, janamitri police stations, rural e-banking, industrial
web portals, and data entry works. The course include Intel learn programme, learn and speak English,
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Medical transcription, E-Vidya, IGNOU course, DOEACC programme, C-DIT, Arabic typing Tutor, Insight
and Kelton compute course. The project are E-Krishi, Malayalam computing, Enter Gramam and SPARK
Recently Akshaya is providing new projects like online application of ration card, registration BPL family
under Health insurance.

STATEMENT OF THE PROBLEM :-

To evaluate and improve consumer satisfaction at Akshaya Centres, we need to identify and address the
problems of consumers. It provide various service to people in rural areas such as e- learning, e-payment, e-
business etc. It is an instrument for improving then overall living standards and then social and economic
growth. So the purpose of this project is to analysis the satisfaction level of the customer in Akshaya centre.

SCOPE OF THE STUDY:-

The purpose of the study is to analyse the performance of Akshaya Centre. The research is focused on the
satisfactions level of customers about different services provided by Akshaya to the general public in Aluva
municipality. The study helps to know the Satisfaction level of consumer for the various service provided.

OBJECTIVES OF STUDY:-

To analyse the user Satisfaction of e-service delivery by Akshaya Centre

To examine the challenges faced by uses in accessing e-Services provided by Akshaya.
To know the various services provided by the Akshaya centre.
To know the services mostly preferred by the respondent

RESEARCH & METHODOLOGY:-

Research and methodology is a method that can be used to solve the problem.

RESEARCH DESIGN:-

Descriptive research method has been applied to study about the customer satisfaction of Akshaya Center in
Aluva Municipality.

SAMPLE SIZE:-
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It refers to the number of people. The sample taken from 50 respondents

POPULATION:-

The population of our research is the customer/consumer in Aluva municipality.

DATA COLLECTION:-

There are 2 kinds of data are used for this survey and they are:-

1. Primary Data

It is collected by questionnaire. Using google form from various respondents for the Survey.

2. Secondary Source

The source of the data used for research are books, internet, journal and other published source

TOOLS FOR DATA ANALYSIS:-

The main tools sued for analysis are the Bar diagram, Pie chart, Histogram Etc

REFERENCE PERIOD:-

The study is conducted on the period from January 2024 to March 2024

LIMITATION OF THE STUDY:-

• The study is restricted only to Aluva Municipality so the results may not be applicable to
others area
• The study is based on customer satisfaction. But the customer satisfaction change the time
technology and development

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 • Study is conducting under the assumptions that the information given by the respondent are
all collect.
• Time is the one of the major constraint so an in depth study was not possible

CHAPTER SCHEME:-

Chapter 1:- This chapter present before you a brief in introduction about the study, Statement of
the problem, Scope of the study, Objective study, Research and methodology, Limitation of study
and Reference period.

Chapter 2:- This chapter deals with the review of the literature

Chapter 3:-The third chapter deals with theoretical frame work gives brief information about the
study.

Chapter 4:- The fourth chapter deals with data analysis and interpretation

Chapter 5:- The fifth chapter deals with the findings, suggestion and conclusion.