Measuring Consumer Satisfaction at Prof-Ed Academy
1. Project Report
“TO MEASURE THE CONSUMER
SATISFACTION ”
Submitted in partial fulfillment of
Award of the degree of
Post Graduate Diploma in Management (PGDM)
INDUSTRY MENTOR SUBMITTED TO
Mr. Saquib Shakil Prof. Mr. Atma Ram Mishra
(Centre manager of Prof-Ed Academy)
SUBMITTED BY
AJAY KUMAR CHAUHAN
(2008-10)
Institute of Technology & Science
Mohan Nagar Ghaziabad-201007
(Approved By AICTE)
3. PREFACE
This report is an outcome of six weeks training, in PROF-ED academy (An education unit of
AFORESERVE.COM LTD.). To make the students conversant with the practical knowledge
of an organization our institute has designed curriculum for Post Graduate Diploma in
Management in a way that each student has to undergo at six-eight weeks summer training in
an organization at the starting of third semester.
The training intends to facilitate interaction of the concept of management with the practice of
the same PGDM course is a professional one; the worth of which is proved in the ability and
skill of student’s decision for talking problems. In the real managerial situation, this calls for
not only the acquisition of knowledge. It is rightly said; that management is science and art
both.
The student learns the science of management in the institute premises through classroom and
discussions and the art of management are learned through such studies as presented here. I
personally find myself lucky enough for getting the opportunity to do my summer training in
PROF-ED academy, Noida. I am deeply indebted to the Marketing Department of this unit for
their co-operation and advice in presenting this report at this organization.
Lastly the work is also directed towards expending the body of knowledge and management.
AJAY KUMAR CHAUHAN
Institute of Technology and science
(Ghaziabad)
4. ACKNOWLEDGEMENT
It would be a great pleasure for me to take this opportunity in thanking everybody who had
been of great help in the completion of my summer project. My sincere gratitude goes to Mr.
Saquib shakil, Mr. Hariom singh and Mr. Chand saini, my organizational guide, without whose
help this project would have seemed impossible. I owe immensely for the minute help that was
forwarded to me by Institute of Technology and Science (Gzb).
At the same time I am greatly obliged to the faculty guide of my Institute Prof. Mr. Atma Ram
Mishra for his valuable contribution to my project.
It had been a great learning experience to be on the job cum training and doing the project
simultaneously which enriched my knowledge and developed my outlook for becoming a
better professional. Anticipating with conviction that I had been of some help to them. I would
also like to take this opportunity to thank all the staff members at PROF-ED academy for
cooperating with me throughout the tenure of my work there.
5. Contents
1. Company profile:
-About Aforeserve………………………………………………………….....1
-About Prof-Ed………………………………………………………………11
-Course module………………………………………………………………20
2. Meaning of customer satisfaction……………………………………………35
3. Customer satisfaction model…………………………………………………36
3. Benefits of customer satisfaction…………………………………………….37
4. Uses of customer satisfaction research………………………………………37
5. Objective of the Study……………………………………………………….37
6. Research methodology………………………………………………………38
7. Results and Discussions……………………………………………………...38
8. SWOT analysis of the company……………………………………………..45
9. Conclusion……………………………………………………………………46
10. Suggestions/recommendations………………………………………………47
11. Limitations of the study……………………………………………………..47
