A STUDY OF CUSTOMER SATISFACTION TOWARDS E-

MEDIA INDUSTRY SERVICES AND EXPLORING THE

POTENTIAL OF SOCIAL NETWORKING SITES TO INCREASE
SUBSCRIBERS FOR TENHARD INDIA PVT. LTD.

Submitted By:
Luxmi
22MBA10007
Section –MBA-601
Group Name -A

University School of Business- Division- MBA Flagship

 INTERNSHIP DETAILS

• Total no. of days:- 49 Days

• Starting date:- 21 June, 2023
• Ending date:- 08 July, 2023
• University guide name:- Pankaj Kathuria
• Industry mentor name:- Mona Kumari

University School of Business- Division- MBA Flagship

 PROBLEM STATEMENT

1. Lack of awareness and trust among the consumers is the biggest problem
that is being identified. Lesser marketing efforts is also a problem that I
have identified at Tenhard India Pvt. ltd.

2. Prices are too high for the customer

3. Easily available on internet at free of cost, people are generally

uninterested in buying e-media products or services, people see lots of
benefits in offline magazine and newspaper rather than e-media, tangible
media, such as magazines and newspapers, offer several

University School of Business- Division- MBA Flagship

 OBJECTIVE OF THE STUDY
• The primary objective of my study is to analyze the Customer satisfaction
towards e-media industry services.

• Building Trust and Relationships : Establishing trust and credibility with

customers is crucial when prices are high.

• Educating Customers : invest extra effort in educating customers about the

factors contributing to the high price.

• Targeting the Right Audience : By targeting the right audience,

salespersons can focus their efforts on customers who are more likely to
appreciate and be willing to invest in higher-priced products.

University School of Business- Division- MBA Flagship

 RESEARCH METHODOLOGY

In this study, a descriptive and exploratory research design is employed.

Descriptive research is used to understand and describe the characteristics of
the population being studied. It helps answer "what" questions rather than
"why." This research combines elements of both descriptive and exploratory
research to study the qualitative and quantitative aspects of customer
preferences in the context of Tenhard India's products.

Research Design
Selection of the study population, Protocols, strategies, and approaches for
data collection and analysis. The research design's purpose is to achieve
efficiency, reliability, accuracy, and relevance in the research process. It
minimizes errors, optimizes resource utilization, and provides valuable
insights.

University School of Business- Division- MBA Flagship

 RESEARCH METHODOLOGY

The primary source of data collection

The primary source of data collection consisted of the survey method. The
survey was collected through a Structured Questionnaire. The questionnaire
was prepared to keep in mind the objectives of the study and the factors that
were to be considered for the study, decision regarding a sampling unit must
be made from school, colleges, universities etc.

Sampling design of the study:

Sampling Unit – Individuals
Sample size -- 30 units

Convenience Sampling: in this sampling method, the participants are selected

based on their availability and willingness to participate.

University School of Business- Division- MBA Flagship

 DATA ANALYSIS & INTERPRETATION

Data Analysis
In this phase we will do data analysis on that problems which are to be faced by
Tenhard India Pvt. Ltd. Company from starting till now. The problems are as
follow:-
Q) Availability Of The Product ?
Q) Quality Of The Product
Q) Where From You Get To Know About This Product
Q) Website In Good Condition Or Not ?
Q) Prices Are Affordable ?
Q) Attractive Discount Offered ? Or Not
Q) Responds To Complaints Quickly ?
Q) All The Commitments Are Fulfilled ?
Q) Value For Money ?
Q) What Is Your Overall Opinion Tenhard India Private Limited?
Q) People Are Satisfied With Tenhard India Private Limited Services ?

University School of Business- Division- MBA Flagship

 DATA ANALYSIS & INTERPRETATION

Data Interpretation
1. Age Group: The survey was primarily responded to by individuals
between the ages of 18 and 24, with a significantly higher response rate
from this age group compared to those aged 25-34 and 0-17.

2. Educational Background: Respondents had diverse educational

backgrounds, including technical, business, management, and other
fields. This diversity may influence their perceptions and opinions.

3. Product Availability: The data showed mixed opinions about the

availability of the product, with a significant proportion remaining
neutral. The company may need to focus on clarifying the product's
availability and addressing concerns raised by those who disagree.

University School of Business- Division- MBA Flagship

 DATA ANALYSIS & INTERPRETATION

5. Pricing: There were differing opinions about the affordability of the

product, with some finding it affordable and others disagreeing.
Understanding the reasons behind these varying views can help the company
refine its pricing strategy.

6. Website Condition: The website's condition received mixed feedback,

with a significant portion of respondents remaining neutral or disagreeing.
The company may need to assess and improve the website to meet customer
expectations.

7. Discount Offer: The attractiveness of the discount offer was met with
varying opinions, with a substantial proportion expressing dissatisfaction.
The company should analyze customer preferences to design more appealing
offers.

University School of Business- Division- MBA Flagship

 DATA ANALYSIS & INTERPRETATION

8. Complaint Response: The data revealed mixed views on the company's

response to complaints, indicating both satisfied and dissatisfied customers.
Addressing complaints promptly and effectively can improve customer
satisfaction.

9. Overall Opinion: The overall opinion about Tenhard India Private Limited
was mixed, with a majority expressing a positive view. However, there were
still some customers who expressed dissatisfaction. The company should
focus on addressing concerns to enhance overall customer satisfaction.

10.Commitment Fulfilment: Views on the fulfilment of commitments were

diverse, with a significant portion neither agreeing nor disagreeing. The
company should work on building trust by consistently fulfilling
commitments.

University School of Business- Division- MBA Flagship

 DATA ANALYSIS & INTERPRETATION

The survey findings highlight the importance of listening to customer

feedback and addressing concerns to enhance overall customer
satisfaction and improve various aspects of the company's products and
services. Analysing the data and taking appropriate actions can lead to
better customer experiences and increased brand loyalty.

University School of Business- Division- MBA Flagship

 RECOMMENDATIONS

• Promotional Activities- should adopt some promotional activities to

compete in the market.
• Product Improvement: Gather feedback from customers who expressed
dissatisfaction with the product quality and use it to identify areas for
improvement. Conduct product testing and quality checks to ensure
consistent high-quality offerings.
• Brand Awareness- There should be more advertisement for creating brand
awareness among the people so as to attract them towards the TENHARD
INDIA PRIVATE LIMITED.
• Website Enhancement: Address concerns raised by customers about the
website condition, Improve the website's user interface, navigation, and
functionality to provide a seamless and enjoyable online experience for
users.

University School of Business- Division- MBA Flagship

 CONCLUSION

In conclusion, the survey results indicate a mixed response from customers

regarding various aspects of the company, products, and services. While there
are positive opinions expressed by a significant portion of respondents, there
are also areas for improvement and concerns that need to be addressed. The
company should focus on enhancing product quality, affordability, and
website condition to meet customer expectations. Prompt and effective
complaint response can also boost customer satisfaction. Understanding the
diverse perspectives of different age groups and educational backgrounds can
aid in tailoring marketing strategies. Overall, actively listening to customer
feedback and making necessary improvements can lead to higher customer
satisfaction, increased loyalty, and a stronger brand reputation for Tenhard
India Private Limited.

University School of Business- Division- MBA Flagship

CERTIFICATE

University School of Business- Division- MBA Flagship