Department of management

1. 1
SUMMER TRAINING PROJECT REPORT
ON
“A STUDY ON CUSTOMER SATISFACTION TOWARDS
OMNI JOBS "
SUBMITTED IN PARTIAL FULFILLMENT OF THE
REQUIREMENTS FOR THE DEGREE OF
MASTER OF BUSINESS ADMINISTRATION
SUBMITTED TO:
INTERNAL GUIDE EXTERNAL GUIDE
DR. HIMANSHU KARGETI Mr. Moiz Arsiwala
ASSISTANT PROFESSOR Co-Founder
GEHU Dehradun
SUBMITTED BY
DIVYANSHU VIDYARTHI
Student Id:21551425
GRAPHIC ERA HILL UNIVERSITY
DEHRADUN
(BATCH 2021-2023)

2. 2
ACKNOWLEDGEMENT
This ireport ihas ibeen imade ipossible iwith ithe icooperation iof imany ipersons iwhom
iI iwish ito iexpress imy igratitude iand iappreciation. iI iam ivery igrateful ito ithe ipeople iwho
isupported ime ito itransform ithe ireport iin ithe imaterialistic iform.
I iam ithankful ito iDR. iHIMANSHU iKARGETI ifaculty imanagement iat iGRAPHIC
iERA iHILL iUNIVERSITY, iDehradun ifor iher igratitude iduring imy iproject iand igiving ime
ifull ico-operation iand ialso ivaluable iinformation iand iguidance, iwithout iwhich iit iwould
inot ibe ipossible ifor ime ito icomplete ithe imanuscript.
I iwould ialso ilike ito ithanks ithe ilibrarian iand istaff imembers iof iGRAPHIC iERA
iHILL iUNIVERSITY, iDehradun ifor iproviding ime ithe irequired ibooks iin ithis ifield iand
imy ifriends iwho iwere ialways ithere ito iassist ime iat iodd ihours ialso.
DIVYANSHU iVIDYARTHI

3. 3
DECLARATION
I ihereby ideclare ithat ithe iproject ientitled i“A iSTUDY iON iCUSTOMER
iSATISFACTION iTOWARDS iOMNI iJOBS” isubmitted ifor ithe iDegree iOf iMBA, iis
imy ioriginal iwork iand ithe iproject ihas inot iformed ithe ibasis ifor ithe iaward iof iany
idegree i, idiploma, iassociate iship, ifellowship ior isimilar iother ititles. iIt ihas inot ibeen
isubmitted ito iany iother iuniversity ior iInstitution ifor ithe iaward iof iany idegree ior idiploma.
DIVYANSHU iVIDYARTHI

4. 4
CERTIFICATE iBY iGUIDE
I ihave ithe ipleasure iin icertifying ithat i iDIVYANSHU iVIDYARTHI iis ia istudent iof
iGEHU iof ithe iMBA ihis iRoll iNo. i21551425
he ihas icompleted ihis iproject iwork iTitle ias i“A iSTUDY iON iCUSTOMER
iSATISFACTION iTOWARDS iOMNI iJOBS” iunder imy iguidance.
I icertify ithat ithis iis iher ioriginal ieffort i& ihas inot ibeen icopied ifrom iany iother isource.
iThis iproject ihas ialso inot ibeen isubmitted iin iany iother iUniversity ifor ithe ipurpose iof
iaward iof iany idegree.
This iproject ifulfils ithe irequirement iof ithe icurriculum iprescribed iby iIMT-CDL,
iGhaziabad ifor ithe isaid icourse.
I irecommend ithis iproject iwork ifor ievaluation i& iconsideration ifor ithe iaward iof iDegree
iof ithe istudent.
Signature:
Name iof ithe iGuide: iDR. iHIMANSHU iKARGETI

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CONTENT
SR.NO TOPIC
1 CHAPTER i1
INTRODUCTION
REVIEW iOF iLITERATURE
COMPANY iPROFILE
2 CHAPTER i2
RESEARCH iMETHODOLOGY
3 CHAPTER i3
DATA iANALYSIS iAND iINTERPRETATION
4 CHAPTER i4
FINDINGS
CONCLUSION
RECOMMENDATIONS i
5 BIBLIOGRAPHY
QUESTIONNAIRE i

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INTRODUCTION
Customer iSatisfaction iis ithe ikey iprinciple iin ievery iorganization. iToday iconsumer iis
ilooking iout ifor ivalue ifor imoney. iThe ichallenge ibefore ithe imarketers iis ito iidentify
iwhat ivalue iwould iappeal iand iconvince ithe icustomer. iMarketers iare itrying ito ienhance
ithe iconcepts iof ivalue ithrough iunique idelivery imethods. iCustomer isatisfaction iis ia
icontinuous iprocess iwhich idoes inot ibegin ior iend iwith ia ipurchase. iIt icovers ithe ientire
i‘ownership iexperience ifrom iselecting ia iproduct, ito ipurchase, ithrough iaftercare ito irepeat
ipurchase. iCustomer isatisfaction ior idissatisfaction iis ithe ifeeling iderived iby ithe icustomer
iwhen ihe icompares ithe iproducts iactual iperformance iwith ithe iperformance ithat ihe
iexpects iof iit. iCustomers iform itheir iexpectations ion ithe ibasis iof ipast ibuying
iexperiences, iadvice iof itheir ireference igroup iand ithe ipromises iof ithe imarketers iand itheir
icompetitors. i
When ithe iproduct iperformance imatches ithe iexpected iperformance, ithe icustomer
iexperiences isatisfaction; iwhen iit ifalls ishort iof ithe iexpectation, ihe iexperiences
idissatisfaction. iAnd iwhen ithe iperformance iexceeds iexpectations, ithe icustomer iis ihighly
isatisfied ior idelighted. iIt ibecomes ieasier ifor ia icompany ito iserve ia idelighted icustomer.
iAs ia idelighted icustomer imay ibecome iloyal, ibringing imore ibusiness ito ithe ifirm, ihe iwill
ibe iless ilikely ito iswitch ito ia icompetitor’s iproduct; iand iso, ihe ibecomes ibrand iloyal.
Customer isatisfaction ican ibe imeasured iusing idifferent itechniques ilike iquestionnaires iand
idirect iinterviews. iA icustomer ifeedback iprogram ishould ibe iviewed ias ian ioperating itool
irather ithan ias imarket iresearch. i iCustomer isatisfaction imeans igiving ithe icustomers iwhat
ithey ireally iwant, iwhen ithey iwant iit iand ithe iway ithey iwant iit. iIt iinvolves
iunderstanding icustomer iexpectations iand imeeting ithem ifully.It ican ibe idefined ias” ian
ioutcome iof ipurchase iand iuse iresulting ifrom ithe ibuyer’s icomparison iof irewards iand ithe
icosts iof ithe ipurchase iin irelation ito ithe ianticipated iconsequences.
Customer iis ian iindividual ior ian iorganization. iTheir irequirements iare ivery isimilar.
 Conformance iof iservices ito itheir irequirements iand iits iperformance iin iactual istage
 Competitive iprices

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 Service
Whether ithe ibuyer iis isatisfied iafter ipurchase idepends ion ithe ioffer’s iperformance
iin irelation ito ithe ibuyer’s iexpectations.
Satisfaction iis ia iperson’s ifallings iof ipleasure ior idisappointment iresulting ifrom
icomparing ia iproduct’s iperceived iperformance i9or ioutcome) iin irelation ito ihis ior iher
iexpectations.
As ithis idefinition imakes iclear, isatisfaction iis ia ifunction iof iperceived iperformance
iand iexpectation. iIf ithe iperformance ifalls ishort iof iexpectations, ithe icustomers, ithe
icustomer iis idissatisfied. iIf ithe iperformance imatches ithe iexpectations, ithe icustomers iare
isatisfied. iIf ithe iperformance iexceeds iexpectations, ithe icustomers iare ihighly isatisfied ior
idelighted.
Many icompanies iare iaiming ifor ihigh isatisfaction ibecause icustomers iwho iare ijust
isatisfied istill ifind iit ieasy ito iswitch iwhen ia ibetter icomes ialong. iThose iwho iare ihighly
isatisfied iare imuch iless iready ito iswitch. iHigh isatisfaction ior idelight icreates ian
iemotional ibond iwith ithe ibrand, inot ijust ia irational iperformance. iThe iresult iis ihigh
icustomer iloyalty. iXerox’s isenior imanagement ibelieves ithat ia ivery isatisfied ior idelighted
icustomer iis iworth i10 itimes ias imuch ito ithe icompany ias ia isatisfied icustomer. iA ivery
icustomer iis ilikely ito istay iwith iXerox imany imore iyears iand ibuy imore ithan ia isatisfied
icustomer iwill.
There iare ifive imajor ifactors, iwhich iaffected isatisfaction
1. Problems iExperienced
2. Service iAdvisor
3. Service iPerformance
4. Service iTiming
5. Facility iAppearance
SATISFACTION iIN i7 iSTEPS
1. iEncourage iFace-to-Face iDealings i i i i i

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i i i i i i i i i iThis iis ithe imost idaunting iand idownright iscary ipart iof iinteracting iwith ia
icustomer. iIf iyou're inot iused ito ithis isort iof ithing iit ican ibe ia ipretty inerve-wracking
iexperience. iRest iassured, ithough, iit idoes iget ieasier iover itime. iIt's iimportant ito imeet
iyour icustomers iface ito iface iat ileast ionce ior ieven itwice iduring ithe icourse iof ia iproject.
i
2. iRespond ito iMessages iPromptly i& iKeep iYour iClients iInformed
i i i i i i i i i i iThis igoes iwithout isaying ireally. iWe iall iknow ihow iannoying iit iis ito iwait
idays ifor ia iresponse ito ian iemail ior iphone icall. iIt imight inot ialways ibe ipractical ito ideal
iwith iall icustomers' iqueries iwithin ithe ispace iof ia ifew ihours, ibut iat ileast iemail ior icall
ithem iback iand ilet ithem iknow iyou've ireceived itheir imessage iand iyou'll icontact ithem
iabout iit ias isoon ias ipossible. iEven iif iyou're inot iable ito isolve ia iproblem iright iaway,
ilet ithe icustomer iknow iyou're iworking ion iit.
3. iBe iFriendly iand iApproachable
A ifellow iSite iPointer ionce itold ime ithat iyou ican ihear ia ismile ithrough ithe
iphone. iThis iis ivery itrue. iIt's ivery iimportant ito ibe ifriendly, icourteous iand ito imake
iyour iclients ifeel ilike iyou're itheir ifriend iand iyou're ithere ito ihelp ithem iout. iThere iwill
ibe itimes iwhen iyou iwant ito ibeat iyour iclients iover ithe ihead irepeatedly iwith ia iblunt
iobject i- iit ihappens ito iall iof ius. iIt's ivital ithat iyou ikeep ia iclear ihead, irespond ito iyour
iclients' iwishes ias ibest iyou ican, iand iat iall itimes iremain ipolite iand icourteous.
4. iHave ia iClearly-Defined iCustomer iService iPolicy
This imay inot ibe itoo iimportant iwhen iyou're ijust istarting iout, ibut ia iclearly
idefined icustomer iservice ipolicy iis igoing ito isave iyou ia ilot iof itime iand ieffort iin ithe
ilong irun. iIf ia icustomer ihas ia iproblem, iwhat ishould ithey ido?
If ithe ifirst ioption idoesn't iwork ithen iwhat? iShould ithey icontact idifferent ipeople ifor
ibilling iand itechnical ienquiries? iIf ithey're inot isatisfied iwith iany iaspect iof iyour icustomer
iservice, iwho ishould ithey itell? iThere's inothing imore iannoying ifor ia iclient ithan ibeing
ipassed ifrom iperson ito iperson, ior inot iknowing iwho ito iturn ito. iSo imake isure iyour
icustomer iservice ipolicy iis ipresent ion iyour isite i-- iand ianywhere ielse iit imay ibe iuseful. i
5. iAttention ito iDetail i
Have iyou iever ireceived ia iHappy iBirthday iemail ior icard ifrom ia icompany iyou
iwere ia iclient iof? iHave iyou iever ihad ia ipersonalized isign-up iconfirmation iemail ifor ia

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iservice ithat iyou icould itell iwas ityped ifrom iscratch? iThese ilittle iniceties ican ibe itime
iconsuming iand iaren't ialways icost ieffective, ibut iremember ito ido ithem. i
Even iif iit's ias ismall ias isending ia iHappy iHolidays iemail ito iall iyour icustomers, iit's
isomething. iIt ishows iyou icare; iit ishows ithere iare ireal ipeople ion ithe iother iend iof ithat
iscreen ior itelephone; iand imost iimportantly, iit imakes ithe icustomer ifeel iwelcomed,
iwanted iand ivalued. i
6. iAnticipate iYour iClient's iNeeds i& iGo iOut iOf iYour iWay ito iHelp iThem iOut
Sometimes ithis iis ieasier isaid ithan idone! iHowever, iachieving ithis isupreme ilevel
iof iunderstanding iwith iyour iclients iwill ido iwonders ifor iyour iworking irelationship.
7. iHonor iYour iPromises
It's ipossible ithis iis ithe imost iimportant ipoint iin ithis iarticle. iThe isimple imessage:
iwhen iyou ipromise isomething, ideliver. iClients idon't ilike ito ibe idisappointed. iSometimes,
isomething imay inot iget idone, ior iyou imight imiss ia ideadline ithrough ino ifault iof iyour
iown. iProjects ican ibe ilate, itechnology ican ifail iand isub-contractors idon't ialways ideliver
ion itime. iIn ithis icase ia iquick iapology iand iassurance iit'll ibe iready iASAP iwouldn't igo ia
imiss. i
OBJECTIVES iOF iCUSTOMER iSATISFACTION iPROGRAMME
Our iPrograms iare iresearch ibased, ibuilt ion ithe ithree icorner istone’s iof icustomer
isatisfaction: iproduct iquality, iprocess iand iprocedural iquality, iand irelationship iquality. iOur
itypical iprogram iassesses ispecific iissues iunder ieach icomponent, ifor iexample:
Product iQuality
i i i i i i i i i i• i i i i i i imeets ior iexceeds iexpectations
i i i i i i i i i i• i i i i i i istate-of-the-art itechnology
i i i i i i i i i i• i i i i i i ivalidated, itested, i& isimulated ito iclient ispecifications
i i i i i i i i i i• i i i i i i icompetitive ipricing
i i i i i i i i i i• i i i i i i ienhance icustomer ivalue
Procedural iQuality
i i i i i i i i i i• i i i i i i iease iof iordering

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i i i i i i i i i i• i i i i i i iaccurate ifulfillment
i i i i i i i i i i• i i i i i i iinventory imeets ineeds
i i i i i i i i i i• i i i i i i ion itime idelivery
i i i i i i i i i i• i i i i i i ienvironmentally ifriendly ipacking
i i i i i i i i i i• i i i i i i ipackaged ito iprevent idamage iin ishipment
i i i i i i i i i i• i i i i i i iease iof itracking
i i i i i i i i i i• i i i i i i iappropriate iadjustment/return ipolicy
i i i i i i i i i i• i i i i i i iorder-through-delivery iprocess ibests icompetition
i i iRelationship iQuality
i i i i i i i i i i• i i i i i i iproduct iknowledgeable icontacts
i i i i i i i i i i• i i i i i i iknowledgeable iabout iclient ineeds
i i i i i i i i i i• i i i i i i icommunicates iat iclient iknowledge ilevel
i i i i i i i i i i• i i i i i i ione-stop iproblem iresolution
i i i i i i i i i i• i i i i i i iproblems isolved iat ithe iroot icause
i i i i i i i i i i• i i i i i i ilegendary icustomer iservice ibenchmarks icompetition
The itailored iPrograms iprovide idirect, istatistically ivalid, icomparison idata iof iyou ito iyour
icompetition ion ithe ifollowing iactionable iareas:
• i i i i i i iResponsiveness
• i i i i i i iCompetitiveness
• i i i i i i iInnovativeness
• i i i i i i iQuality
• i i i i i i iCustomer iService
• i i i i i i iLong iTerm iPartnering
It iaccurately iquantifies iyour icompetitive istrengths iand iweaknesses ifrom iyour icustomers'
iperspective. iUsing ithe idata, iit iwill ihelp iyou ifocus istrategic iefforts ito iretain iand
iincrease imarket ishare. iThe iprograms ialso iprovide idirect imeasure iof ithe ieffectiveness iof
iinitiatives iyour iorganization ihas iimplemented iduring iprior iyear i(after ifirst iyear's
iparticipation). iThat iis, iyou iwill ihave iquantifiable iinternal ibenchmarks i(in iaddition ito ithe

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iexternal icompetitive ibenchmarks) ion ithe irepeat iannual isurveys ito ijudge iprogress ibased
ion iactions iyou ihave itaken iduring ithe iprevious i12 imonths.

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TABLE i1.1 iSHOWING iKEY iFACTORS iFOR iCUSTOMER iSATISFACTION
i i i i iCOMPANY iFUNCTION i i i i i i i iQUALITY iFACTORS
i i i i i i i i i i i i i i i iSales
i i i i i i i i i i i i i i i i i iProduct
i i i i i i i i i i i i i i i i i iKnowledge
i i i i i i i i i i i i i i i i iMarketing
i i i i i i i i i i i i i i i i i iBrochure idetail
i i i i i i i i i i i i i i i i i iMailing ifrequently i i i i i i i
i i i i i
i i i i i i i i i i i i i i i iDistribution
i i i i i i i i i i i i i i i i i i i i i i i iOrder iDelivery itime
i i i i i i i i i i i i i i i i i iOrder iCompleteness
i i i i i i i i i i i i iAfter iSales
i i i i i i i i i i i i i i i i i iProblem iResponse iTime
i i i i i i i i i i i i i i i i i iTime ito iResolve
i i i i i i i i i i i i i i i i i i iAccounts
i i i i i i i i i i i i i i i i i i i i i i i iAccuracy
i i i i i i i i i i i i i i i i i iProblem iResponse
i i i i i i i i i i i i i i i i i iCourtesy
Measuring iCustomer iSatisfaction
Organization iare iincreasingly iinterested iin iretaining iexisting icustomers iwhile
itargeting inon-customers; imeasuring icustomer isatisfaction iprovides ian iindication iof ihow
isuccessful ithe iorganization iis iat iproviding iproducts iand/or iservices ito ithe imarketplace.
iCustomer isatisfaction iis ian iambiguous iand iabstract iconcept iand ithe iactual imanifestation
iof ithe istate iof isatisfaction iwill ivary ifrom iperson ito iperson iand iproduct/service. iThe
istate iof isatisfaction idepends ion ia inumber iof iboth ipsychological iand iphysical ivariables
iwhich icorrelate iwith isatisfaction ibehaviors isuch ias ireturn iand irecommend irate. iThe
ilevel iof isatisfaction ican ialso ivary idepending ion iother ioptions ithe icustomer imay ihave
iand iother iproducts iagainst iwhich ithe icustomer ican icompare ithe iorganization’s iproducts.
iBecause isatisfaction iis ibasically ia ipsychological istate, icare ishould ibe itaken iin ithe ieffort
iof iquantitative imeasurement, ialthough ia ilarge iquantity iof iresearch iin ithis iarea ihas

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irecently ibeen ideveloped. iWork idone iby iBerry, iBrodeur ibetween i1990 iand i1998 i[3]
idefined iten i‘Quality ivalues’ iwhich iinfluence isatisfaction ibehavior, ifurther iexpanded iby
iBerry iin i2002 iand iknown ias ithe iten idomains iof isatisfaction. iThese iten idomains iof
isatisfaction iinclude: iQuality, ivalue, iTimeliness, iEfficiency, iEase iof iaccess, iEnvironment,
iInter-departmental iTeamwork, iFront iline iService iBehaviors, iCommitment ito ithe icustomer
iand iInnovation. iThese ifactors iare iemphasized ifor icontinuous iimprovement iand
iorganizational ichange imeasurement iand imost ioften iutilized ito idevelop ithe iarchitecture
ifor isatisfaction imeasurement ias ian iintegrated imodel. iWork idone iby iParasuraman,
iZeithaml iand iBerry ibetween i1985 iand i1988 iprovides ithe ibasis ifor ithe imeasurement iof
icustomer isatisfaction iwith ia iservice iby iusing ithe igap ibetween ithe icustomer’s
iexpectation iof iperformance iand itheir iperceived iexperience iof iperformance. iThis iprovides
ithe imeasurer iwith ia isatisfaction i“gap” iwhich iis iobjective iand iquantitative iin inature i.
iwork idone iby iCronin iand iTaylor ipropose ithe i“confirmation/disconfirmation” itheory iof
icombining ithe i“gap” idescribed iby iParasuraman, iZeithaml iand iBerry ias itwo idifferent
imeasures i(perception iand iexpectation iof iperformance i) iinto ia isingle imeasurement iof
iperformance iaccording ito iexpectation. iAccording ito iGarbrand, icustomer isatisfaction
iequals iperception iof iperformance idivided iby iexpectation iof iperformance. iThe iusual
imeasures iof icustomer isatisfaction iinvolve ia isurvey iwith ia iset iof istatement iusing ia
iLikert i iTechnique ior isale. iThe icustomer iis iasked ito ievaluate ieach istatement iand iin
iterm iof itheir iperception iand iexpectation iof ithe iperformance iof ithe iorganization ibeing
imeasured.
UNDERSTANDING iCUSTOMER’s iNEED
The iage iof imass iproduction iand imass idistribution iwelcomed iby imost icustomers iand
iorganizations, ihas ihad ione inegative iconsequence, iit ihas idistanced ithose iwho iproduce
igoods iand iservices ifrom ithose iwho iconsume ithem. iIn ithe iera ipreceding imass
idistribution, iproducers ifound iout ivery iquickly ihow isatisfied ior idissatisfied itheir
icustomers iwere iin ithe icourse iof itheir ifrequent iand inecessary iinteraction iwith itheir
icustomer. iThis iface-to-face iinteraction ireminded ithe iproducers’ idaily iof ithe isovereignty
iof icustomers. iThe ifeedbacks iwere ireadily iaccepted ifrom ithe icustomers iand iwere

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iadopted ifor imaking idesired ichanges ito iimprove itheir iservices iand iimprove icustomer
isatisfaction. iSo icustomer isatisfaction iwas ia idaily iphenomenon.
i i i i i i i i iEnter ithe iera iof imass idistribution iand ithe ichannels iof idistribution icreated ito
idisseminate iproducts iand iservices. iThis ihas iresulted iin idistancing icustomers ifrom ithe
iproducers iby ithe idistribution ichannels. iIntermediary iinstitutions imaintained ithis ipipeline
iof iproducts iand iservices iwhose ijob iwas ito imove ithe iproduct ior iservices ifrom ithe
iproducer ito iend icustomers. iA inatural ireaction ifor ithe iproducers iwas ito igive iup ior
idelegate iresponsibility ifor icustomers iservicing, idepending ion inewly icreated
iintermediaries ito ilook iafter icustomer’s isatisfaction. iDelegating iresponsibilities iwas ia ibad
iidea iin itwo irespects: ifirst, iit ieliminated ionce iand ifor iall idirect iinteraction iwith
icustomers. iSecond, icustomer ibecame ia imissing icomponent iin ithe iproducers’ idecision
iset.
SIGNIFICANCE iOF iCUSTOMER iSATISFACTION
Improved iprofitability: i-
There iis iboth ian iintuitive ibelief iand iempirical ievidence ithat iimproved icustomer
isatisfaction iwill iincrease iorganizational iprofitability.
Improved icustomer iretention: i-
Satisfaction iextends icustomer ilifetimes iand ilifetime ivalues. iAlso ifocusing ion isatisfaction
ihelps ito iestimate inegative iword iif imouth iof idissatisfied icustomers. iLosing ia inot
isatisfied icustomer iis imore isevere ithan iit isounds ibecause ione idissatisfied icustomer imay
ispeak ito ias imany ias inine iothers, iincreasing iits idissatisfaction iby inine ifolds.
Improved imarket ishare: i- i
There iare ialways ifour isources iof ibusiness ifor ia ifirm. iFour isources iof icustomers iin iany
ipurchase idecision ihave ibeen iidentified ias: iretained icustomers, icustomers iswitching ifrom
icompetition, icustomers inew ito ithe icategory iand icustomers ileaving ithe icategory.
iDifferent iprobabilities iof isuccess iare iassociated iwith ieach iof ithese ifour iclasses iof

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icustomers ibecause iretained icustomers iexhibit iprobability ifor iadditional ibusiness, ithey
ideserve imore iattention iand ifocus ithan ithey icurrently ireceives.
i i i i i i i i i
i i i i i i i i i
Customer iSatisfaction ihas ilong ireaching iimpact ion ithe icurrent iand iperhaps ifuture
iviability iof ian iorganization. iThe icycle isuggests ithat isatisfied icustomers itolerate ihigher
imargins ithat ican ibe iused ito ibetter ipay iemployees. iThis iboosts iemployee imorale,
ireducing iemployee iturnover, iwhich iin iturn ihelps ito iproduce imore isatisfied icustomers
iand iso ion.
BY-PRODUCT iOF iCUSTOMER iSATISFACTION

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Thus iby ienhancing ithe irelations iwith ithe icustomers iby itaking ian iinitiative itowards itheir
isatisfaction ithereby iattracting ithem iwill iultimately iimprove itheir iperception iof ivalue
itowards ithe iorganization iwhich iwill ilead ito iincrease iin iprofits.
ROLE iOF iCUSTOMER iSATISFACTION
Information: i
i i i i i i i i iThe iprimary iintention ifor icustomer isatisfaction iis ito icollect iinformation
iregarding ieither iwhat icustomers ireport ineeds ito ibe ichanged i( iin ia iproduct i, iservice i,
ior idelivery isystem i) ior ito iassess ihow iwell ian iorganization iis icurrently idelivering ion
iits iunderstanding iof ithese ineeds. iThis iis ian iinformational irole. iAs isuch, imarketing
iresearch iand ipsychological imeasurement ihave imuch irelevance.
Communication:
i i i i i i i i iThe ivery iact iof isurveying icustomers iconveys ia ivery ipositive imessage; ithe
iorganization iis iinterested iin iits icustomers’ iwell-being, ineeds, ipleasures, iand idispleasures.
iWhile ithis iis iadmittedly ia i“marketing imessage i“, ithere iis inothing iwrong iin iallowing ia
isurvey ito iserve iboth ithe iinformational iand icommunication iroles.
i i i i i i i i iThus ithe iimage iof ithe iorganization iin ithe icustomers imind iregarding iits
iofferings ibecomes ithe ireality irelated ito iits iproducts iand iservices ioffered.
INFORMATION COMMUNICATION

17. 17
HOW iTO iACHIEVE iCUSTOMER iSATISFACTION
CAN iCUSTOMER iSATISFACTION iBE iACHIEVED i100%?
It iis inot ipossible ito iachieve i100% icustomer isatisfaction iever. iReason ibeing isimple ithat
ievery itime ithe iorganization itries ito imeet ithe icustomers’ iexpectation, ithe ilevel iof
iexpectation iincreases inext itime ithus ithere iis ialways isome igap ibetween ithe itwo. iThe
iorganization ican iat ileast itry ito ialways ikeep ion imeeting ior istaying iclose ito icustomer
iexpectations iso ithat ithe igap ibetween ithe iservice iexpected iand iactually idelivered idoesn’t
iincreases ileading ito idissatisfaction.
It’s ithe iresponsibility iof ithe imanagement ito itake ithe iinitiative iand imeasure ithe icustomer
isatisfaction ibut iit iis ithe iresponsibility iof ithe iwhole iorganization ito imanage iand
iimprove.
IMAGE

18. 18
i
A inaïve iview iof ibusiness imight isuggest ithat iprofit iis ithe iappropriate igoal iof ian
iorganization, iwhich iis ia ivery ishortsighted iview. iFrom ia ipractical iviewpoint, ithe iprimary
igoal iof ian iorganization ihas ito ibe icustomer iretention. iOnly iwith ia isteady ibase iof
icustomers ican ian iorganization ihope ito imake ia iprofit. iAnd ionly iby ifirst isatisfying
icustomers ican ia ibusiness iever ihope ito iretain iits icurrent icustomers.
COMPLAINTS iAND iCUSTOMER iSATISFACTION
i i i i i i i i iFrequently ibusinesses ioperate ion ithe iprinciple ithat iif ithings igo iwrong, ithey
iwill ihear iabout iit ifrom itheir icustomers. iCountless iinvestigations idocument ithe ifallacy iof
irelying ion icustomer icomplaints. iIn ithe ifirst iplace, i50% iof icustomers iwho iexperience ia
iproblem inever icomplain ito ianyone! iOf ithe iremaining ihalf, imost i(45%) icomplain ionly
ito ifrontline ipersonnel iwho ieither ifail ito iescalate ithe iproblem iup ito imanagement iand/or
imishandle isolving ithe iproblem. iOnly i5% i(one iunhappy icustomer iin i20) iof iall
icustomers iwho ihave ia iproblem iactually ivoice iit ito imanagement. iSo, icomplaints iare ian
iinefficient imethod iwith iwhich ito imonitor icustomer isatisfaction.
INEFFICIENT iMETHOD iOF iCUSTOMER iSATISFACTION
CUSTOMERS ORGANIZATION

19. 19
i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i i iCOMPLAINING iTO
EFFICIENT iMETHOD iOF iCUSTOMER iSATISFACTION
Thus ithe iorganization ishould itake ithe iinitiative ito ireach iout ito iits icustomers ifor ithe
ivaluable ifeedback irelated ito iits iproducts iand iservices ioffered. iThe ifeedback igiven
ishould ibe ianalyzed ithoroughly ito imeasure icustomer isatisfaction; ithis iprocess ishould ibe
irepeated iafter ia ipre idecided igap iof itime iframe inot ionly ito imeasure ibut ialso ito
iimprove icustomer isatisfaction iin ilong irun.
ATTRACTING iAND iRETAINING iCUSTOMER
Attracting iCustomers
Companies icontinually isearch ifor inew icustomers iin iorder ito imake iprofits iand iincrease
itheir isales ivolume. iThis iprocess iconsumes itime iand iscarce iresources. iSkills iin ilead
igeneration, ilead iqualification iand iaccount iconversion iare ithe itools iin iacquiring
icustomers. iGenerating ia ilead irequires ia icompany ito iindulge iin.
 Developing iadvertisements ieither iin-house ior ithrough iad-agencies iand ireleasing
ithem iin ithe iappropriate imedia.
 Mailing ior imaking ia ipersonal iphone icall ito iprospective icustomers.
 Participating iin itrade ishows, ifairs iand iorganizing ievents.
In ithe inext istep, ithe icompany icontacts iits iprospective icustomers ithrough ipersonal
iinteraction, ichecks iout itheir ifinancial icondition, ietc., iand iidentifies ithe icustomers ias
ieither ihot, iwarm ior icold iprospects. iThe isales ipersonnel icontact ithe ihot iand iwarm
iprospects i(usually) iand itry ito iconvert ithem iinto iaccounts iby imaking ipresentations ito
ithem, ianswering iqueries iand inegotiating ithe ideal.
Cost iof iLosing ia iCustomer
Attracting icustomers iis iof ino iuse iunless iyou iknow ithe iart iof ikeeping ithem. iCustomers
ican ibe iretained ionly iif ithe iproducts imeet itheir iexpectations. iIf ithey iare isatisfied iwith
ithe iperformance iof ithe iproducts, ithey imay italk iabout ithem ito iothers. iOn ithe iother
ihand, iif ithey iare idissatisfied, ithey imay istop iusing ithe iproducts iand italk inegatively ito

20. 20
iothers iabout ithem. iAs iword-of- imouth iis ithe istrongest imedium ifor icommunicating iwith
ipotential icustomers, iit imight icost ia icompany iheavily iif ithere iis inegative italk iabout ithe
icompany ior iits iproduct. iAs ia iresult, ithe icompany ican isuffer ifrom icustomer iattrition.
iTherefore, iit imust ipay iclose iattention ito ithe idefection irate ii.e. ithe irate iat iwhich ithey
ilose icustomers.
To ireduce ithe icustomer idefection irate, ia icompany imust
a. Define iand imeasure ithe iretention irate.
b. Identify ithe icauses ifor iattrition.
c. Estimate ithe iamount iof iprofit ilost iby ilosing ithe icustomer. iIn icase iof ian
iindividual icustomer, iit iis ithe ilife itime ivalue iof ithe icustomer, ii.e. ithe ipresent
ivalue iof ithe iprofit istream ithe icustomer iwould ihave igenerated ihad ihe inot
idefected iprematurely.
d. Figure iout ithe icost iof iretaining ia icustomer. iIf ithe ifuture iprofit iis imore ithan ithe
icost iof iretention, ithe icompany ishould imake iefforts ito iretain ithe icustomer.
e. Listen ito ithe icustomer ias iit ihelps iin iretaining iand iovercoming iattrition iproblems.
COMPANY iPROFILE
About ius
We iat iOmniJobs iprovide itraining iand iplacement iservices iin idifferent idomains. iWe ioffer
ian iinstructor-led ione ito ione itraining iprogram ithrough ilive iclasses. iWe ialso ioffer
iplacement iassurance iin itop icompanies iwith idecent ipackages. iCurrently iwe iare iproviding
iour iservices ifor iSales, iBusiness iDevelopment iand iCustomer iSupport iProfiles. i
We iat iTheOmniJobs iprovide itraining iand iplacement iservices iin idifferent idomains. iWe
ioffer ian iinstructor-led ione ion ione itraining iprogram ithrough ilive iclasses. iWe ialso ioffer
iplacement iassurance iin itop imulti inational icompanies iwith idecent ipackages. iCurrently,
iwe iare iproviding iour iservices ifor iSales, iBusiness iDevelopment. iCustomer iSupport
iProfiles iand iHuman iResource i(Recruitment).
Website

21. 21
https://theomnijobs.com/ i
Industries
Professional iTraining iand iCoaching
Company isize
51-200 iemployees
Headquarters
Bengaluru
Type
Privately iHeld
Founded
2021
Specialties
Training iand iPlacement iand iGuaranteed iEd-Tech iSales iJob iwithin i2 iWeeks

22. 22
REVIEW iOF iLITERATURE
During ithe ipast ifew idecades, icustomer isatisfaction iand iservice iquality ihave ibecome ia
imajor iarea iof iattention ito ipractitioners iand iacademic iresearchers. iBoth iconcepts ihave
istrong iimpact ion ibusiness iperformance iand icustomer ibehaviour. iService iquality ileads ito
ihigher iprofitability i(Gundersen iet ial., i1996) iand icustomer isatisfaction i(Oliver, i1997).
iFurthermore, ia inumber iof iempirical istudies iindicate ia ipositive irelationship ibetween
icustomer isatisfaction iand icustomer iloyalty i(Kandampully iand iSuhartanto, i2000;
iDimitriades, i2006; iChi iand iQu, i2008; iFaullant iet ial., i2008), ias iwell ias ibetween
icustomer isatisfaction iand ipositive iword-of-mouth i(Söderlund, i1998). iTherefore, ione iof
ithe ikey istrategies ifor icustomer-focused ifirms iis ito imeasure iand imonitor iservice iquality
iand icustomer isatisfaction. iSeveral itools iare iavailable ifor imeasuring icustomer
isatisfaction. iIn ihotels, ione iof ithe imost ipopular iis ia iguest icomment icard i(GCC). iGCCs
ihave ithe iadvantages iof ismall isize, ieasy idistribution iand isimplicity. iWhen ianalyzing idata
igathered iin isuch ia iway, imanagers ican iget iinformation iabout ithe iattributes ithat ihave ian
iimpact ion iguests' isatisfaction.
Customer isatisfaction ihas ibeen ia ipopular itopic iin imarketing ipractice iand iacademic
iresearch isince iCardozo's i(1965) iinitial istudy iof icustomer ieffort, iexpectations iand
isatisfaction. iDespite imany iattempts ito imeasure iand iexplain icustomer isatisfaction, ithere
istill idoes inot iappear ito ibe ia iconsensus iregarding iits idefinition i(Giese iand iCote, i2000).
iCustomer isatisfaction iis itypically idefined ias ia ipost iconsumption ievaluative ijudgement
iconcerning ia ispecific iproduct ior iservice i(Gundersen, iHeide iand iOlsson, i1996). iIt iis ithe
iresult iof ian ievaluative iprocess ithat icontrasts iprepurchase iexpectations iwith iperceptions
iof iperformance iduring iand iafter ithe iconsumption iexperience i(Oliver, i1980).
The imost iwidely iaccepted iconceptualization iof ithe icustomer isatisfaction iconcept iis ithe
iexpectancy idisconfirmation itheory i(Barsky, i1992; iOh iand iParks, i1997; iMcQuitty, iFinn
iand iWiley, i2000). iThe itheory iwas ideveloped iby iOliver i(1980), iwho iproposed ithat
isatisfaction ilevel iis ia iresult iof ithe idifference ibetween iexpected iand iperceived
iperformance. iSatisfaction i(positive idisconfirmation) ioccures iwhen iproduct ior iservice iis
ibetter ithan iexpected. iOn ithe iother ihand, ia iperformance iworse ithan iexpected iresults
iwith idissatisfaction i(negative idisconfirmation).

23. 23
Studies ishow ithat icustomer isatisfaction imay ihave idirect iand iindirect iimpact ion ibusiness
iresults. iAnderson iet ial. i(1994), iYeung iet ial. i(2002), iand iLuo iand iHomburg i(2007)
iconcluded ithat icustomer isatisfaction ipositively iaffects ibusiness iprofitability. iThe imajority
iof istudies ihave iinvestigated ithe irelationship iwith icustomer ibehaviour ipatterns
i(Söderlund, i1998; iKandampully iand iSuhartanto, i2000; iDimitriades, i2006; iOlorunniwo iet
ial., i2006; iChi iand iQu, i2008; iFaullant iet ial., i2008). iAccording ito ithese ifindings,
icustomer isatisfaction iincreases icustomer iloyalty, iinfluences irepurchase iintentions iand
ileads ito ipositive iword-of-mouth.
Given ithe ivital irole iof icustomer isatisfaction, iit iis inot isurprising ithat ia ivariety iof
iresearch ihas ibeen idevoted ito iinvestigating ithe ideterminants iof isatisfaction i(Churchill
iand iSurprenant, i1982; iOliver, i1980; iBarsky, i1995; iZeithaml iand iBitner, i2003).
iSatisfaction ican ibe idetermined iby isubjective i(e. ig. icustomer ineeds, iemotions) iand
iobjective ifactors i(e. ig. iproduct iand iservice ifeatures). iApplying ito ithe ihospitality
iindustry, ithere ihave ibeen inumerous istudies ithat iexamine iattributes ithat itravellers imay
ifind iimportant iregarding icustomer isatisfaction. iAtkinson i(1988) ifound iout ithat
icleanliness, isecurity, ivalue ifor imoney iand icourtesy iof istaff idetermine icustomer
isatisfaction. iKnutson i(1988) irevealed ithat iroom icleanliness iand icomfort, iconvenience iof
ilocation, iprompt iservice, isafety iand isecurity, iand ifriendliness iof iemployees iare
iimportant. iBarsky iand iLabagh i(1992) istated ithat iemployee iattitude, ilocation iand irooms
iare ilikely ito iinfluence itravellers' isatisfaction. iA istudy iconducted iby iAkan i(1995)
ishowed ithat ithe imain ideterminants iof ihotel iguest isatisfaction iare ithe ibehaviour iof
iemployees, icleanliness iand itimeliness. iChoi iand iChu i(2001) iconcluded ithat istaff iquality,
iroom iqualities iand ivalue iare ithe itop ithree ihotel ifactors ithat idetermine itravellers'
isatisfaction.
Providing iservices ithose icustomers iprefer iis ia istarting ipoint ifor iproviding icustomer
isatisfaction. iA irelatively ieasy iway ito idetermine iwhat iservices icustomer iprefers iis
isimply ito iask ithem. iAccording ito iGilbert iand iHorsnell i(1998), iand iSu i(2004), iguest
icomment icards i(GCCs) iare imost icommonly iused ifor idetermining ihotel iguest
isatisfaction. iGCCs iare iusually idistributed iin ihotel irooms, iat ithe ireception idesk ior iin
isome iother ivisible iplace. iHowever, istudies ireveal ithat inumerous ihotel ichains iuse iguest

24. 24
isatisfaction ievaluating imethods ibased ion iinadequate ipractices ito imake iimportant iand
icomplex imanagerial idecisions i(Barsky, i1992; iBarsky iand iHuxley, i1992; iJones iand
iIoannou, i1993, iGilbert iand iHorsnell, i1998; iSu, i2004). iThe imost icommonly imade ifaults
ican ibe idivided iinto ithree imain iareas, inamely, iquality iof ithe isample, idesign iof ithe
iGCCs, iand idata icollection iand ianalysis i(Gilbert iand iHorsnell, i1998). iIn iorder ito
iimprove ithe ivalidity iof ihotel iguest isatisfaction imeasurement ipractice, iBarsky iand
iHuxley i(1992) iproposed ia inew isampling iprocedure ithat iis ia i„quality isample“. iIt
ireduces inonresponse ibias iby ioffering iincentives ifor icompleting ithe iquestionnaires. iIn
ithis imanner, iguests ican iindicate iwhether iservice iwas iabove ior ibelow itheir iexpectations
iand iwhether ithey iconsidered ia iparticular iservice iimportant ior inot. iFurthermore, iGilbert
iand iHorsnell i(1998) ideveloped ia ilist iof icriteria ifor iGCC icontent ianalysis, iwhich iis
iadopted iin ithis istudy ias iwell. iSchall i(2003) idiscusses ithe iissues iof iquestion iclarity,
iscaling, ivalidity, isurvey itiming, iquestion iorder iand isample isize.

25. 25
iRESEARCH iMETHODOLOGY
Research imethodology iis ia iway ito isystematically isolve ithe iresearch iproblem. iIt imay ibe
Understood ias ia iscience iof istudying ihow iresearch iis idone iscientifically. iIn iit iwe istudy
ithe ivarious isteps ithat iare igenerally iadopted iby ia iresearcher iin istudying ihis iresearch
iproblem ialong iwith ithe ilogic ibehind ithem.
OBJECTIVES iOF iSTUDY
 To iknow iabout ithe iexperience iafter ipurchase i.
 To ipropose ian ieffective iPromotional icampaign iplan ifor iThe iOmni iJobs.
 To idetermine ithe icustomer’s isatisfaction iregarding iThe iOmni iJobs.
 To iknow ithe idifferent ibenefit ireceived iby ithe icustomer
 To icheck ithe icustomer ilevel isatisfaction.
 To iknow ithe icustomer iawareness iabout ithe iThe iOmni iJobs.
 To iknow ithe imarketing istrategy iadopted iby ithe iThe iOmni iJobs.
SOURCES iOF iDATA iCOLLECTION:
Primary iData iCollection: i i
PRIMARY iDATA iis idata ithat ihas inot ibeen ipreviously ipublished, ii.e. ithe idata iis
iderived ifrom ia inew ior ioriginal iresearch istudy iand icollected iat ithe isource, ie.g., iin
imarketing, iit iis iinformation ithat iis iobtained idirectly ifrom ifirst-hand isources iby imeans
iof isurveys, iobservation ior iexperimentation.
i i i i i i i i i iThe imethod iused iby ime ifor iprimary idata icollection iis:
 Questionnaire
 Observation

26. 26
Secondary iData iCollection: i
It irefers ito ithe istatistical imaterial iwhich iis inot ioriginated iby ithe iinvestigator ihimself ibut
iobtained ifrom isomeone ielse's irecords, ior iwhen iPrimary idata iis iutilised ifor iany iother
ipurpose iat isome isubsequent ienquiry iit iis itermed ias iSecondary idata. iThis itype iof idata
iis igenerally itaken ifrom inewspapers, imagazines, ibulletins, ireports, ijournals ietc.
i i i iThe imethod iused iby ime ifor isecondary idata icollection iis:
 Project iReport
 Internet
SAMPLE iSIZE
 100
SAMPLE iAREA
 Dehradun
SCOPE iOF iSTUDY i:- i
iIt iwill ihelp igreatly iin iunderstanding ithe ikind iof iinformation ineeded iand imaintained iat
ithe iCompany ilevel ifor icomprehensive irecords iof ivarious imaterial. iIt iwill ioffer iquick
iaccessbility ito ilatest istatus iand ifurther irequirement iof idifferent imaterial.
Research iDesign: iDescriptive
Descriptive iresearch iis ialso icalled iStatistical iResearch. iThe imain igoal iof ithis itype iof
iresearch iis ito idescribe ithe idata iand icharacteristics iabout iwhat iis ibeing istudied. iThe
iidea ibehind ithis itype iof iresearch iis ito istudy ifrequencies, iaverages, iand iother istatistical
icalculations. iAlthough ithis iresearch iis ihighly iaccurate, iit idoes inot igather ithe icauses
ibehind ia isituation. iDescriptive iresearch iis imainly idone iwhen ia iresearcher iwants ito igain
ia ibetter iunderstanding iof ia itopic.

27. 27
Limitation iof ithe iStudy:
A igood ireport idescribes iand iexplains ithe iresults iderived iat ithrough ithe istudy. iAs ia ires
ult, iwhatever ilimitation ioccurs iin ithe istudy, ialso icreep iinto ithe ireport iand ibecome ithe il
imitations iof ithe ireport. iIn iShort, iit ican ibe isaid ithat ia istudy iis ias iaccurate ias ithe ilimit
ations iof iits istudy. iEvery iproject ihas iits iown ilimitations iand iso idid imine. iI ihave ilisted
ia ifew iof ithe ilimitation iof imy istudies ibelow:
1. The isurvey iwas ilimited ionly ito ithe iphysical iboundaries iof ithe icity iof iDehradun i
and ithere iby ilimited iin ithe ipopulation istudied.
2. The itime iperiod iof ithe isurvey ibeing ionly itwo imonths, iit iwas inot ipossible ito ico
nduct ia ihighly iin-depth iand idetailed istudy, iwhich iin iturn imight iaffect ithe ifinding
s.
3. Different ipeople ihave idifferent ithought iprocess iand idifferent iattitudes. iAs ia iresult
, itheir imanner iof ianswering ithe iquestions iof ithe istudy idiffers. iTherefore, ithe ians
wers ireceived iwere isometimes igood iwhile isometimes ithey iwere inegative.
4. Due ito iunavoidable icircumstances, ithe istudy ihad ito ibe istopped imid-way ifor isom
e itime.

28. 28
DATA ANALYSIS AND INTERPRETATION
Table 4.1 For how long you are part of The Omni Jobs.?
Response No. of Respondents %age of Respondents
Less than 6 Months 01 01%
Less than 1 Year 15 15%
Less than 2 Years 30 30%
More than 2 Years 54 54%
Total 100 100%
Figur 4.1 Graph showing customer of The Omni Jobs.
Source: Questionnaire
Interpretation:
From the above graph it is clear that majority of the respondents are part of The Omni Jobs. from
last two years i.e. 54%; 30% of the respondents are part of The Omni Jobs. from the last year;
1% respondents from 6 months and remaining 15% respondents are part of The Omni Jobs. for
less than a year
Less than 6 Months
Less than 1 Year
Less than 2 Years
More than 2 Years
Total
1
15
30
54
100
1%
15%
30%
54%
100%
No. of Respondents %age of Respondents

29. 29
Table 4.2. What are reasons that attract you to be a customer of the The Omni Jobs.?
Response No. of Respondents %age of Respondents
Image 25 25%
Extra Services 25 25%
Services 45 45%
All of above 5 5%
Figure 4.2. Graph showing reasons that attract to be a customer of the The Omni Jobs.
Source: Questionnaire
Interpretation:
From the above graph it is clear that majority of the respondents i.e. 45% are become part of The
Omni Jobs. because of its services; 25% because of its image; 25% because of its extra services
and rest because of all the three factors.
0
5
10
15
20
25
30
35
40
45
50
Image Extra Services Services All of above
No. of Respondents %age of Respondents

30. 30
Table 4.3 Are you aware of the different services offered by The Omni Jobs.?
Response No. of Respondents %age of Respondents
Yes 91 91%
No 9 9%
Total 100 100%
Figure 4.3 Graph showing awareness of the different services offered by The Omni Jobs.
Source: Questionnaire
Interpretation:
From the above graph it is clear that majority of the respondents are aware of products and
services offered by The Omni Jobs. i.e. 91% and 9% respondents are not aware of services
offered by The Omni Jobs.
Yes
No
Total
91
9
100
91%
9%
100%
No. of Respondents %age of Respondents

31. 31
Table 4.4. Do you know about the Extra services being provided by the The Omni Jobs.?
Response No. of Respondents %age of Respondents
Yes 69 69%
No 41 41%
Graph 4.4. Graph showing about the Extra services being provided by the The Omni Jobs.
Source: Questionnaire
Interpretation:
From the above graph it is clear that 69% of the respondents are known about the innovative
services and the rest is unknown about it.
Table 4.5. What is your perception about the service of the The Omni Jobs.?
69% 41%
Yes No

32. 32
Response No. of Respondents %age of Respondents
Good 80 80%
Average 20 20%
Poor 00 00%
Graph 4.5. Graph showing perception about the service of the The Omni Jobs.
Source: Questionnaire
Interpretation:
From the above graph it is clear that 80% of the respondents found the service of The Omni Jobs.
good, 20% found it average and nobody found it poor
Good
80%
Average
20%
Poor
0%

33. 33
Table 4.6. Are you satisfied with the dealing of the The Omni Jobs. officials?
Response No. of Respondents %age of Respondents
Yes 90 90%
No 05 5%
To some extent 05 5%
Graph 4.6. Graph showing satisfaction with the dealing of the The Omni Jobs. officials
Source: Questionnaire
Interpretation:
From the above graph it is clear that 90% of the respondents are satisfied with the dealing of the
The Omni Jobs. officials, 5 % are not fully satisfied and 5% are dissatisfied.
90%
5%
5%
Yes No To some extent

34. 34
Table 4.7. How likely are you to recommend The Omni Jobs. services to a friend or
colleague?
Response No. of Respondents %age of Respondents
Very unlikely 8 8%
Somewhat unlikely 30 30%
Neither likely nor unlikely 17 17%
Somewhat likely 35 35%
Very likely 10 10%
Graph 4.7. Graph Shwoing are you to recommend The Omni Jobs. services to a friend or
colleague
Source: Questionnaire
Interpretation:
From the above graph it is clear that 8% of the respondents are unlikely to recommend the
products of The Omni Jobs. to their friends and colleagues, 30% said somewhat unlikely, 17%
said neither likely nor unlikely, 35% said somewhat likely nor 10% said very likely.
0 10 20 30 40
Very unlikely
Somewhat unlikely
Neither likely nor unlikely
Somewhat likely
Very likely
No. of Respondents
%age of Respondents

35. 35
Table 4.8. How will you rate the The Omni Jobs. in maintaining good customer
relationship?
Response No. of Respondents %age of Respondents
Good 75 75%
Average 15 15%
Poor 10 10%
Graph 4.8. Graph showing you rate the The Omni Jobs. in maintaining good customer
relationship
Source: Questionnaire
Interpretation:
From the above graph it is clear that 75% of the respondents said The Omni Jobs. is good in
maintaining customer relationship, 15% said it is average and rest 10said it is poor in the
maintenance.
Good Average Poor
75 15 10
75% 15% 10%
No. of Respondents %age of Respondents

36. 36
Table 4.9. What is your overall satisfaction rating with our The Omni Jobs.
Response No. of Respondents %age of Respondents
Very dissatisfied 2 2%
Somewhat dissatisfied 9 9%
Neither satisfied nor dissatisfied 21 21%
Very satisfied 48 48%
Somewhat satisfied 20 20%
Graph 4.9. Graph showing overall satisfaction rating with our The Omni Jobs.
Source: Questionnaire
Interpretation:
From the above graph it is clear that 48% of the respondents are very satisfied with the The
Omni Jobs. 20% are somewhat satisfied, 21% are neither satisfied nor dissatisfied, 9% are
somewhat dissatisfied and 2% are very much dissatisfied with the The Omni Jobs.
0
10
20
30
40
50
Very
dissatisfied
Somewhat
dissatisfied
Neither
satisfied nor
dissatisfied
Very
satisfied
Somewhat
satisfied
No. of Respondents %age of Respondents

37. 37
Table 4.10. Satisfied with the services of company?
RESPONSE RESPONDENTS %age of Respondents
Highly Satisfied 60 60%
Satisfied 10 10%
Average 13 13%
Dissatisfied 17 17%
Highly Dissatisfied - 100%
Graph 4.10. Graph showing Satisfied with the services of company
Source: Questionnaire
INTERPRETATION: In this 13% of the employees are highly satisfied. While 60% of the
respondents are satisfied, 17% are average and remaining 10% are dissatisfied .
13%
60%
17%
10%
Highly Satisfied Satisfied Average Dissatisfied Highly Dissatisfied

38. 38
Table 4.11. Awareness about the new products launched by the The Omni Jobs.?
RESPONSE RESPONDENTS %age of Respondents
Highly Satisfied 20 20%
Satisfied 50 50%
Average 27 27%
Dissatisfied 3 3%
Highly Dissatisfied - -
Graph 4.11. Graph showing Awareness about the new products launched by the The
Omni Jobs.?
Source: Questionnaire
INTERPRETATION: In this out of 30 respondents 20% of them are highly satisfied while
50% are satisfied, 27% are average, 3% are dissatisfied.
20%
50%
27%
3%
Highly Satisfied Satisfied Average Dissatisfied Highly Dissatisfied

39. 39
Table 4.12. Are you satisfied with the company products quality?
RESPONSE RESPONDENTS %age of Respondents
Highly Satisfied 17 17%
Satisfied 33 33%
Average 13 13%
Dissatisfied 20 20%
Highly Dissatisfied 17 17%
Graph 4.12. Graph Showing satisfied with the company products quality
Source: Questionnaire
INTERPRETATION: In this out of 30 respondents 17% of them are highly satisfied while 33%
are satisfied, 13% are average, 20% are dissatisfied and remaining 17% are highly dissatisfied.
17%
33%
13%
20%
17%
Highly Satisfied Satisfied Average Dissatisfied Highly Dissatisfied

40. 40
Table 4.13. Satisfied With Your Amount Which You Spent To Purchase The Product?
RESPONSE RESPONDENTS %age of Respondents
Highly Satisfied 21 21%
Satisfied 38 38%
Average 27 27%
Dissatisfied 7 7%
Highly Dissatisfied 7 7%
Graph 4.13. Graph Showing Satisfied With Your Amount Which You Spent To Purchase
The Product
Source: Questionnaire
INTERPRETATION: In this out of 30 respondents 21% of them are highly satisfied while
38% are satisfied, 27% are average, 7% are dissatisfied and remaining 7% are highly
dissatisfied
21%
38%
27%
7%
7%
Highly Satisfied Satisfied Average Dissatisfied Highly Dissatisfied

41. 41
Table 4.14. Satisfied with the relationship with company?
RESPONSE RESPONDENTS %age of Respondents
Highly Satisfied 17 17%
Satisfied 63 63%
Average 10 10%
Dissatisfied 7 7%
Highly Dissatisfied 3 3%
Graph 4.14. Graph Showing Satisfied with the relationship with company
Source: Questionnaire
INTERPRETATION: In this out of 30 respondents 17% of them are highly satisfied while
63% are satisfied, 10% are average, 7% are dissatisfied and remaining 3% are highly
dissatisfied.
17%
63%
10%
7%
3%
Highly Satisfied Satisfied Average Dissatisfied Highly Dissatisfied

42. 42
Table 4.15. Satisfied with marketing strategies of company
RESPONSE RESPONDENTS %age of Respondents
Highly Satisfied 20 20%
Satisfied 34 34%
Average 20 20%
Dissatisfied 13 13%
Highly Dissatisfied 13 13%
Graph 4.15. Graph showing Satisfied with marketing strategies of company
Source: Questionnaire
INTERPRETATION: In this out of 30 respondents 20% of them are highly satisfied while
34% are satisfied, 20% are average, 13% are dissatisfied and remaining 13% are highly
dissatisfied.
20%
34%
20%
13%
13%
Highly Satisfied Satisfied Average Dissatisfied Highly Dissatisfied

43. 43
FINDINGS
 Majority of the customers are satisfied with The Omni Jobs.
 Majority of the customers are aware of services and extra services offered by The Omni
Jobs.
 The majority of the customers found services of the The Omni Jobs. are good.
 Majority of the respondents are found the The Omni Jobs. is good in maintaining the
good customer relationship.
 The perception of the majority of the customer regarding the The Omni Jobs. is good
because majority of the customers are satisfied with the The Omni Jobs. and they also
recommend the products of the The Omni Jobs.
 The majority of the customers are satisfied with the dealing of the officials up to great
extent.
 Main factor that attract customers towards The Omni Jobs. is the services of the The
Omni Jobs.

44. 44
RECOMMENDATIONS
 Company should launch new schemes for customers.
 Company should launch attractive discount coupons of existing customers.
 Company should focus on their advertisement policy.

45. 45
CONCLUSION
Over the last few decades companies have increasingly begun to realize the importance of
customer satisfaction. Where trading environments have become saturated and customers
increasingly hard to come by, customer retention has become imperative as the customer-to-
business level in the context, the disconfirmation paradigm is still the predominant paradigm
influencing the customer satisfaction process. As it is pivotal in this competitive era of
globalization as every player in this industry is making various efforts to increase its pie share or
if no increase at least maintains their market share.
So last we can say that for the The Omni Jobs. to succeed they must pay close attention to the
revealed choice criteria of the customer in their decision making activity. Therefore customer
relationship management programs must be designed to keep the customers intact that includes
aligning product and service offerings with customer needs can only be achieved when sufficient
knowledge of customer requirement has been captured. Thus accurately understanding the
customer’s need is the most important step towards achieving customer satisfaction.

46. 46
BIBLIOGRAPHY
 Philip Kotler, ‘marketing management’ prentice Hall of NEPAL Pvt. Ltd. New Dehli.
 C. R. Kothari ‘Research methodology’, vishwa publication, New Delhi.
 Saxena Rajan ‘marketing management’ Tata Mcgraw-hill publicating Co. Ltd. New Delhi.
 H. V. Verma ‘marketing of services’ Global business press, New Delhi.
 Business today magazine of February issue,2008

47. 47
QUESTIONNARIE
1. For how long you are part of The Omni Jobs.?
Less than 6 Months
Less than 1 Year
Less than 2 Years
More than 2 Years
2. What are reasons that attract you to be a customer of the The Omni Jobs.?.?
Image
Extra Services
Services
3. Are you aware of the different services offered by The Omni Jobs.?.?
Yes
No
4. Do you know about the Extra services being provided by the The Omni Jobs.?.?
Yes
No
5. What is your perception about the service of the The Omni Jobs.?.?
Good
Average
Poor
6. Are you satisfied with the dealing of the The Omni Jobs.?. officials?

48. 48
Yes
No
To some extent
7. How likely are you to recommend The Omni Jobs.?. services to a friend or colleague?
Very unlikely
Somewhat unlikely
Neither likely nor unlikely
Somewhat likely
Very likely
8. How will you rate the The Omni Jobs.?. in maintaining good customer relationship?
Good
Average
Poor
9. What is your overall satisfaction rating with our The Omni Jobs.?.?
Very dissatisfied
Somewhat dissatisfied
Neither satisfied nor dissatisfied
Very satisfied
Somewhat satisfied

49. 49
10. Satisfied with the services of company?
Highly Satisfied
Satisfied
Average
Dissatisfied
Highly Dissatisfied
11. Awareness about the new products launched by the The Omni Jobs.?.?
Highly Satisfied
Satisfied
Average
Dissatisfied
Highly Dissatisfied
12. Are you satisfied with the company products quality?
Highly Satisfied
Satisfied
Average
Dissatisfied
Highly Dissatisfied
13. Satisfied With Your Amount Which You Spent To Purchase The Product?
Highly Satisfied
Satisfied
Average

50. 50
Dissatisfied
Highly Dissatisfied
14. Satisfied with the relationship with company?
Highly Satisfied
Satisfied
Average
Dissatisfied
Highly Dissatisfied
15. Satisfied with marketing strategies of company
Highly Satisfied
Satisfied
Average
Dissatisfied
Highly Dissatisfied