A

Summer Internship Project Report

Entitled
Customer Satisfaction Feedback Regarding Godrej Material Handling Products
conducted by IMRB International, Kolkata
Submitted in partial fulfillment of Post-Graduate Diploma in Management
(Approved by AICTE, Govt. of India)
Academic Session: 2014-2016

Submitted By:-

Sudip Ranjan Das

Roll No BM-014265

Under the Guidance of:

Industry Guide

Faculty Guide

Rajarshi Roy

Dr. Yogita Sharma

Field Manager,

Faculty, Marketing

IMRB International, Kolkata

Industry Mentor
Rajat Sengupta
Team Leader
IMRB International, Kolkata

Declaration
I, SUDIP RANJAN DAS declare that the project work entitled Customer Satisfaction
Feedback Regarding Godrej Material Handling Products conducted by IMRB International,
Kolkata is my project. I have not copied this project. I have worked hard for this project. Mr.
Rajat Sengupta was my project guide as well as my team leader. His encouragement, indulgency,
and affection made this project a reality. I have proudly got his guidance in designing the
architecture underlying the system.
The facts presented here are correct and true to best of knowledge and belief.

Sudip Ranjan Das

Date:

Preface

To launch any new product or to know the satisfaction level for a particular product, we need
market survey and the success of that survey depends on customer satisfaction and whether the
interests of the customer are kept in mind or not. The customers satisfaction and delight plays an
important role in promoting the brand name of the company.
IMRB International is one of the best established market research firms. Their top clients include
BAT Group, Bharti Group, Cadbury, Ford Group, Frito Lay, Glaxo Smithkline, Heinz, Indian
Airlines, ITC Group, Millward Brown, Nestle, Pepsi Group, Reckitt Benckiser, Research
International, TVS Motors, Unilever Group, VST and so on.
I mainly had to focus on the taking feedback from the customers i.e. the manager or IT Head of
the esteemed organizations in Kolkata and the southern region of West Bengal regarding the
particular topics and how much they are satisfied regarding the products or services.
However I faced some difficulty while collecting primary data from the companies manager or
IT Head as time for taking every feedback is minimum 30 minutes and maximum 90 minutes,
some customers initially gave feedback very calmly, but after few minutes they looked
impatience.
I have tried to put my best efforts to complete this task on the basis of skill that I have achieved
during the last one year study in the Institute. I tried to put my maximum effort to get the
accurate statistical data. However I would appreciate if any mistakes are brought to me by guide.

Acknowledgement

It is my immense pleasure to present the summer internship project report on Customer

Satisfaction Feedback Regarding Godrej Material Handling Products conducted by IMRB
International, Kolkata
A work is never work of an individual, Here I being a student of Institute of Management
Studies, Ghaziabad deeply express my gratitude to IMRB International to give me chance for
undergoing the training program at their branch under Summer Internship Program. Past two
months have been a great learning experience for me.
I would like to thank Mr. Rajarshi Ray, Field Manager, IMRB International, for constantly
guiding me by providing me with the necessary inputs and helping me at every juncture of the
project.
I am grateful to my faculty guide Dr. Yogita Sharma whose practical knowledge and experience
has helped me in understanding the research principles and relating it in the practical field. She
never fails to give valuable advice, help and cooperation in every possible way. I hope to work in
many more projects under her priceless guidance.
I would also like to thank Mr. Rajat Sengupta, Team Leader, IMRB International, for his support
and help during duration of my internship and in completing this project work.
I would also like to thank my friends who stood behind me and have directly and indirectly
helped me in providing the books and amenities which have helped in development of this
report, without such help this report would not have been possible.
Last but not the least, I would like to thank my colleagues (other summer Interns) in IMRB
International who were always there to help me.

_________________________________
Sudip Ranjan Das
BM 014265

Contents

Name

Page No.

Executive Synopsis
Company Profile
About The Company
Sector It Researches
Different Units Of IMRB International
Networks Of IMRB International
Other Associates
Vision & Mission of IMRB International
SWOT Analysis Of IMRB International

1
2
3
3
4
6
7
8
8

Godrej Material Handling Division

About Godrej
About Godrej-MHE
Objective of the Study
Literature Review
Research Methodology
Research Design
Sample Design
Data Collection
Data Analysis & Findings
One Sample t-test
2 Sample t-Test
Paired t-Test
Factor Analysis
Conclusion & Recommendation
Limitation of the Study
Bibliography
Questionnaire

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Pictures
Picture No.
Pic 1a:
Pic 2a:
Pic 3a:
Pic 4a:
Pic 5a:

Name
IMRBs Network
About Godrej
Products of Godrej-MHE
Pie Chart of Respondents Profile
Scree Plot

Page No.
7
11
12
21
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Tables
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Tab 20b:

Name
One-Sample t-test Statistics
One-Sample t-Test
2 Sample Group Statistics
Independent 2 Samples Test
Paired Samples Statistics
Paired Samples Correlations
Paired Samples Test
Descriptive Factor Statistics
Correlation Matrix
KMO and Bartlett's Test
Rotated Component Matrix
Rotated Component Matrix
Communalities
Total Variance Explained
Component Transformation
Component Score Coefficient Matrix
Component Score Covariance Matrix
Factor 1
Factor 2
Factor 3

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