A STUDY ON CUSTOMER SATISFACTION

With special reference to THE INDIAN EXPRESS, VADODARA

A project Report submitted to the Parul Institute of Management, Vadodara In partial fulfillment for the Award of the

POST GRADUATION DIPLOMA IN MANAGEMENT

Submitted By ANIL KUMAR MOHANTA (ROLL No. 03)

Under the guidance of Mr.Anirudha Tambe, Faculty Member

PARUL INSTITUTE OF MANAGEMENT

COLLEGE OF MANAGEMENT STUDIES (Approved by A.I.C.T.E)

VADODARA 2010-2012

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ACKNOWLEDGEMENT
I wish to express my sincere thanks to Prof. N.K. Kapoor (director), Parul Institute of Management, college of management studies for giving me permission to do project work at Indian Express, Vadodara. I also express my sincere gratitude to Mr. Anirudha Tambe, who inspired me during my extensive research in this area and extended his constructive guidance and constant supervision which is of immense help to me in the successful completion of the study. I am very much grateful to Mr. Mahesh Patel (Deputy Manager), Mr. Virendra Gaekwad and Mr. Pintu Dodia (Circulation Manager), Indian Express, Vadodara for giving me opportunity to do project work at Indian Express. Words would never be adequate to express my gratitude to my parents and friends because whatever I am and whatever I do is a result of their perseverance in molding me.

Place: Vadodara Date: ANIL KUMAR MOHANTA

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DECLARATION
I, Anil Kumar Mohanta, hereby declare that the report on Summer Training and project work entitled A STUDY ON CUSTOMER SATISFACTION with special reference to THE INDIAN EXPRESS, VADODARA is a result of my own work and my indebtedness to other work publications, if any, have been duly acknowledged. Place: Date: Vadodara

04/07/2011

Anil Kumar Mohanta

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TABLE OF CONTENTS
Sl. No. Title

CHAPTER 1
1.1 1.2 1.3 1.4 1.5 1.6 1.7

INTRODUCTION Introduction to newspapers Origin of newspapers Importance of news papers Need for the study Scope of the study Present scenario of the newspaper industry Limitations COMPANY PROFILE OF INDIAN EXPRESS Organisation chart of Indian Express Vision and mission of Indian Express Indian Express salient features Industry structure of The Indian Express Achievements and awards of The Indian Express OBJECTIVES OF THE STUDY Importance of customer satisfaction in newspaper industry To study the customer satisfaction of Various topics covered in the new Indian Express To study the customer loyality at the new Indian Express RESEARCH DESIGN AND METHODOLOGY STATISTICAL INFORMATION OF THE NEW INDIAN EXPRESS ANALYSIS AND INTERPRETATIONS

CHAPTER 2
2.1 2.2 2.3 2.4 2.5 CHAPTER 3 3.1 3.2 3.3 CHAPTER 4 CHAPTER 5 CHAPTER 6 CHAPTER 7 7.1 7.2 7.3

SUMMARY AND SUGGESTIONS ANNEXURE BIBILOGRAPHY

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CHAPTER 1
INTRODUCTION
y y y y y y Introduction to newspapers Origin of newspapers Importance of news papers Need for the study Scope of the study Present scenario of the newspaper industry y Limitations

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INTRODUCTION
Communication and transportation has made the earth a very small planet to live in. The process of social change produced societies that are highly dependent on mass communication. It is natural that mass communication is possible only through mass media. Newspaper is one among the mass media available and probably the most distinct and important achievement for the society. The newspaper acts as the agency of information and education. It is also an instrument of democracy. The role of newspaper during the independence struggle was significant. The newspaper has not lost its importance with the rapid development of the other media which can be seen from the increasing circulation if various newspapers. Newspapers have become the food for upgrading knowledge.

Overcoming fear and gaining information about current affairs around the world nation, region etc. This is the same for a student, business man, government or private employee or a housewife who has the important task if educating and bringing up tomorrows citizens of the world.

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THE ORIGIN OF NEWSPAPERS IN INDIA

The history of newspapers is an often-dramatic chapter of the human experience going back some centuries. In Renaissance Europe handwritten newsletters circulated privately among merchants, passing along information about everything from wars and economic conditions to social customs and "human interest" features. The first printed forerunners of the newspaper appeared in Germany in the late 1400's in the form of news pamphlets or broadsides, often highly sensationalized in content. Some of the most famous of these report the atrocities against Germans in Transylvania perpetrated by a sadistic veovod named Vlad Tsepes Drakul, who became the Count Dracula of later folklore. Compared to many other developing countries, the Indian press has flourished since independence and exercises a large degree of independence. Many of India's great English-language newspapers and some of its Indian-language press were begun during the nineteenth century.

The Indian press has experienced impressive growth since independence. In 1950 there were 214 daily newspapers, with forty-four in English and the rest in Indian languages. By 1990, the number of daily newspapers had grown to 2,856, with 209 in English and 2,647 in indigenous languages. The expansion of literacy

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and the spread of consumerism during the 1980s fuelled the rapid growth of news weeklies and other periodicals. By 1993 India had 35,595 newspapers--of which 3,805 were dailies--and other periodicals. Although the majority of publications are in indigenous languages, the English-language press, which has widespread appeal to the expanding middle class, has a wide multicity circulation throughout India. There are four major publishing groups in India, each of which controls national and regional English-language and vernacular publications. They are the Times of India Group, the Indian Express Group, the Hindustan Times Group, and the Anandabazar Patrika Group. The Times of India is India's largest English-language daily, with a circulation of 17,00,000, published in six cities. The Indian Express, with a daily circulation of 15,19,000, is published in seventeen cities. There also are seven other daily newspapers with circulations of between 134,000 and 477,000, all in English and all competitive with one another. In our time, radio and television have gradually supplanted newspapers as the nation's primary information sources, so it may be difficult initially to appreciate the role that newspapers have played in our history.

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IMPORTANCE OF NEWSPAPERS
y The news and features are recorded on the newspaper. So they can be accessed whenever necessary and can be discussed elaborately. y Newspapers reach remote areas where the other media is not accessible. y The local news and information locally can cover more properly in the news papers. y The items like application formats, examinations results etc. can be given only through the newspapers. y Newspapers are the cheapest medium for advertisers to reach a large number of people. y The newspaper can be expended in terms of pages to accommodate more news, give extra supplements and other feature. y The newspaper can give news, information and advertisements at the same time on the same page. This enables different people to access different item or features at the same time.

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NEED FOR THE STUDY

The newspaper has been one of the oldest media for mass communication. Due to technological development there has been a tremendous raise in the number of newspapers being published. Complication has also

increased not only among the newspaper but also from the organization has to survive and rule over the rest the organization has to survive and rule over the rest the organization has to adopt to change and formulate strategies. Indian Express is an organization which publishes newspapers in English language. In the present study the focus is on the perception and awareness and satisfaction of the public and readers, which will help to improve the product and services.

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SCOPE OF THE STUDY

y The news and features are recorded on the newspaper. So they can be accessed whenever necessary and can be discussed elaborately. y Newspapers reach remote areas where the other media is not accessible. y The local news and information locally can cover more properly in the news papers. y The items like application formats, examinations results etc. can be given only through the newspapers. y Newspapers are the cheapest medium for advertisers to reach a large number of people. y The newspaper can be expended in terms of pages to accommodate more news, give extra supplements and other feature. y The newspaper can give news, information and advertisements at the same time on the same page. This enables different people to access different item or features at the same time.

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PRESENT SCENARIO OF NEWSPAPER INDUSTRY

The industry has achieved a point where the public feels that newspaper is must for the society and the welfare of the society and not for profits. The industry is affected by two main sections. The government and its working and paper industry through which it gets the necessary input resources i.e. the newsprint. The Government controls the price and quota of newsprint given to the respective newspaper organizations. The competition both from other players in the market but also from the other media. The economic and social factors that affect the industry are the literacy rate, the per capita income, the average time spent on reading, attitude of the public about particular newspaper. In the present day the industry is at a very slow growth with the individual organizations reaching maturity in their business life cycles. The newsprint produced in the country is costlier because of which most of newsprint is imported. Hence an increase or decrease in the import tariffs would also affect the newspaper industry. In order to study the present scenario of the The Indian Express the activities of production, Finance, Human Resource and Marketing have been considered.

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PRODUCTION PROCESS: The production of the newspaper is carried out at the greatest speed when all production stops at the most of the other industries. The hectic activity starts at about 9:30 PM and ends at 3:30 AM, Coordination play an important role in the newspaper industry. The various departments that co-ordinate in bringing out the product are as follows: FINANCE DEPARTMENT: There are not much of activities with respect to finance that takes place. In the various units spread out in the state most of the decisions the executive who reside at the corporate. The Indian Express at Vadodara was set up by the corporate officer with all its structure and its printing unit was established at Ahemdabad. The price of the newspaper is less than the cost of its production. This gap is filled in from the revenue that the organization gets in the form of advertisements. The agents collect the actual circulation revenue and submit to the marketing department. In turn it is passed over to the accounts department. Billing activities are carried out by the marketing department. Since the inflow of advertisements is seasonal and the profits are calculated yearly.

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HUMAN RESOURCE: Indian Express unit at Vadodara has a work force of 14 of which 6 of them are in management levels. The regular working staff is divided into clerical, marketing and editing staff. The general working hours for the clerical staff is 9:30 AM to 5:00 PM. The editorial staff start their work at about 6:30 PM and finishes at about 3:00 AM the next day. The sales organization is headed by the sales manager (marketing). Under him are the circulation inspectors. They are two in number one sales officers. They are followed by the field sales promoters. The sales promoters are both permanent and temporary. There are about 10 sales promoters. The sales promoters work in teams. The average working hours per day is 8 hours. The sales promoters are two in number one as sales officer and other as asst. sales officer, they are followed. MARKETING DEPARTMENT: In this department they mainly concentrate on the Marketing Mix like the Product, Price, Place and Promotion.

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PRODUCT: The product from the newspaper industry is the newspaper which in itself carries features like news, information, advertisements and entertainment. Each paper covers these four important aspects in varying proportions. The Indian Express at Vadodara does not publish English newspaper but its production house is at Ahmadabad. PRICE: The sales of any product are based on price compared to other factors it plays a major role in buying a product. The prices were reduced in paper industry in Oct 2000 when will India reduced its price to Rs. 1.50p with this all English newspapers, in the industry were forced to cut down their prices in order to survive in the competition. Even though the prices were reduced all the papers were maintaining the same number of pages and supplements for the same reduced price. With the reduction in prices all the papers circulation has also increased tremendously. When compared with last two decades, readership percentage increases abnormally. Even though the company had spent lots of money on publicity earlier, growth percentage increased just above 10%. After the price slash, even without publicity, the market has seen a tremendous growth rate in its circulation.

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In 1980 the price of the paper in weekdays was Rs.0.30p and for Sunday it is Rs.0.40p. In Jan 2000, price of the paper in weekdays is Rs.1.00 and for Sundays it is Rs2.50. From March 2006 these prices are increased to Rs.2.50 for weekdays and 3.00 for Sunday. After the reduction of price by Times of India, Indian Express this is also found in the survey that the circulation of the paper has increased because readers were subscribing only one paper before the press cut. After reducing the price people are subscribing for more than one paper. At present the price of week days Indian Express is Rs. 3 and Rs. 5 for Sunday newspaper.

PROMOTION: Newspaper is a media that promotes other business. Naturally it does not for excessive promotion of itself. Indian Express Vadodara, promotion is done by marker into urban and rural semi-urban, market the sponsorship. In the rural areas the slides are used which are show in the theatres. The use of stockers are painting is also used for promotion.

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CLASSIFICATION OF NEWSPAPER: Newspapers can be defined as a tangible media that is used in mass communication through which the receiver is made aware of the latest news, information and the related topic perceived as important by the editorial personnel of the newspaper. The newspapers can be classified on the basis of ownership, on the basis of circulation, on the basis of frequency of editions, on the basis of subjects dealt. On the basis of Ownership:

Chains:

More than one newspaper under common ownership from more than one common centre. Examples Indian Express. More than one news papers under common ownership from same centre. More than one news paper having the same title, language and periodicity and under common ownership. Example THE HINDU.

Groups: Multiple Units:

On the Basis of Circulation:

Big Newspaper:

Newspaper with a circulation of more than 50,000 copies per publishing day from centre.

Medium Newspapers:

Newspapers with a circulation of more than 15,000 copies and less than 50,000copies per day.

Small Newspaper:

Newspapers with a circulation of less than 15,000 copies.

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On the basis of Ownership:

Local Papers:

News News papers that generally give news about the happening locally. Ex: Vadodara Reporter.

Regional News News papers that give news mostly at the state level Ex: Papers: Gujarat Samachar. Reporter.

Regional News News papers that give news regionally and also from all Papers: over the country Ex: THE INDIAN EXPRESS.

On the basis of frequency of editions: Daily Weekly : A news paper appearing at least four times a week. : A news paper being published once in a week.

On the basis of subjects dealt: General: News papers that deal with the news from all corners cater to all sections of the society, provide information etc. Ex. THE TIMES OF INDIA, THE INDIAN EXPRESS. Business: News papers that generally are mostly give importance the news from the business environment Ex: Economic Times, Business line, Financial express. Political: News papers that generally are run by individual for their political interest.

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LIMITATIONS OF NEWS PAPERS

y The market has to be literate and able to understand difficult sentences. y The subscription is a regular expense i.e. the customer has to pay for every month. y The time of delivery and its value becomes less as the day goes by. y The price of the newspaper is less than the cost of production. y Hot news cannot be given immediately and the readers have to wait till the next morning. y Effort has to be put in by the reader to read the news paper. y The newspaper is geographically oriented. y Journalism is not literature and is short lived. y The interference of the press into the private lives of individuals, both high and low is criticized. y In places where here is no freedom of press the newspapers becomes mere tools of the government.

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CHAPTER - 2
COMPANY PROFILE OF THE INDIAN EXPRESS
o o o o Organisation chart of The Indian Express Vision and mission of The Indian Express The Indian Express salient features Industry structure of The Indian Express Achievements and awards of The Indian Express

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INDUSTRY VISION STATEMENT

Newspapers serve our democratic society by vigilantly protecting the peoples right to know. Newspapers are leaders in providing news, editorial comment, information and advertising. Newspapers will remain vital and sustain their vigilance by Investing energy and resources to strengthen their value to readers and advertisers Continuing to be the most comprehensive source of gathering, organizing and presenting news and information Pioneering businesses that anticipate and meet the changing needs and desires of consumers and marketers Attracting, retaining and advancing a talented, creative and diverse workforce. VISION STATEMENT OF THE INDIAN EXPRESS:  Create a Vibrant organisation  Perfect the functioning of all the parts  Focus on the success of the whole company  Release the enthusiasm of our people  Tune-in to the live ends of the evolving society  Convert every challenge into an opportunity

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MISSION STATEMENT:
 Readers Friendly  Trade Partners Friendly  Employees Friendly  Systems Friendly  Employees Family Friendly  Society Friendly

SALIENT FEATURES
PRODUCT PORTFOLIO: 1. Focused News 2. All Muscle, No Fat 3. Bold but not brash 4. Analytical 5. Always Investigative

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STRATEGIC GROWTH INITIATIVES (S.G.I) VALUES: 1. Cleanliness & Orderliness 2. Speed & Punctuality 3. Communication & Co-ordination 4. Product Quality 5. Cost saving 6. Soft speech 7. Streamline systems 8. Customer Satisfaction 9. Productivity & Development of Employees 10. Maintenance & Maximum utilization of equipment SALES MANAGEMENT INFORMATION SYSTEM (SMIS): OBJECTIVES: 1. Activities 2. Measurement of the Activities 3. Market Intelligence

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4. Identification of Problems 5. Feedback on Performance 6. Identification of Potential Segments 7. Decision Makings AREAS COVERD UNDER SMIS: 1. Reporting 2. Agency Management 3. Focused Segments REPORTING FORMAT: 1. Daily Call Report 2. Daily Activity Report 3. Circulation Report 4. Monthly report Call Analysis 5. Monthly report Agency Print Order Status OBJECTIVES OF REPORTING: 1. Minimum number of daily visits. 2. Generate database 3. Analyze Productivity of calls in each segment

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AGENCY MANAGEMENT FORMAT: 1. New agency development plan 2. Agency bifurcation plan 3. Agency distribution management FOCUSSED SEGMENT FORMAT: 1. Stall Segment 2. School Segment 3. Hospital Segment 4. Hotel Segment

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ORGANISATION STRUCTURE OF THE INDIAN EXPRESS

Express publications Limited, (formerly Indian express Limited) was founded by Late Shri Ramnath Goenka, along with other companies in the Indian Express Group. The company was incorporated on 11th April 1959 under the Indian Companies Act, 1956 and has its registered office at Express Estates, Anna Salai, and Chennai 600002. The company now forms part of Express (Madurai) Group owned and managed by Shri Manoj Kumar Sonthalia, the grandson of Late Shri Ramnath Goenka. Express (Madurai) Group is an independent Group, publishing

Newspapers and periodicals in the states of Tamilnadu, Andhrapradesh, Karnataka, Kerala, orissa ,Union Territories of Pondicherry, Andaman and Nicobar islands, Enam and Lakshdweep. It brings out its publication of Newspapers and periodicals from 14 centers Viz., Bangalore, Bhubaneswar, Chennai, Mumbai, Coimbatore, Hyderabad, Mangalore, Belagam, Kochi, Kozhikode, Shimoga, Trivendrum, Vishakapatnam, Madurai, Tiruvananthapuram, and Vijayawada.

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The companys publications include Dailies viz.The Indian Express in English (the southern editions of the New Indian Express renamed as The New Indian Express, effective from 28-12-98), Dinamani in Tamil, Andhra prabha in Telugu and Kannada prabha in Kannada. In addition to dailies, the company also brings out magazines viz., Cinema Express in Tamil a fortnightly, Tamilian Express a weekly in Tamil, Samakalika Malayalam Varika, a weekly in Malayalam, Andhra praba illustrated weekly in Telugu. The Company is professionally managed with well qualified and experienced people holding charge of different departments.

The various departments in the organization are:

1. Editorial department. 2. Advertisement department. 3. Electronics &communications department. 4. Camera section. 5. Retouching section. 6. Page making section. 7. Plate making section. 8. Packing section. 9. Dispatch section. 10. Marketing department. 11. Accounts department. 12. Security department.

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THE EDITORIAL DEPARTMENT: The news is gathered by reporters residing in and around Vadodara region. The news is composed and screened by the reporters and sub-editors respectively. The stories are set aside respectively by allocating them to a certain page. The entering work is done by the sub-editors for The Indian Express the paper composing and only the local edition composed at Vadodara.

THE ADVERTISEMENT DEPARTMENT: The advertisement department is responsible for collection of

advertisements and publishing them in the news paper. The respective pages are also fixed. This is further intimated to the editorial section which fills in the news material in the space left out in the respective pages. The advertisements are divided into commercial, financial, notices, appointments and classifieds respectively and the tariffs are also imposed accordingly. Full page and half page and quarter page advertisements are also accepted. The advertisements are also received from the advertisements agencies which are given 15% commission. The direct advertisements are also accepted. There 15% also a small percentage of advertisement coming from the Indian Newspaper society. The organization also employees field staff for procuring the advertisements.

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The advertisement department is headed by the assistant of the Advertising Manager. There are both field staff and office staff. The office staff is headed by sectional head. The office staff handles the scheduling billing, accounting and typing works respectively. ELECTRONICS & COMMUNICATIONS DEPARTMENT: Different information is collected in the different faces by the

communication software developers exclusively by the The Indian Express. The Indian Express has got highly automated communication software which has no need of any man power to send the information from one center to another. They are sending and receiving new items, photo advertisements, and pager messages from one centre to another as files. The various centers are connected to each other via the leased lines, hence the collected information will send to next sections. PLATE MAKING SECTION: In the plate making section the page size negatives are subject to high ultra violet rays. The image rails on aluminum plates are of high quality and the high quality sensitizer developer and finisher are used in making the plate. MACHINE SECTION: Machine section can be called as the heart of the production process. The plates from the plate making section are in to the news web offset press machine. It is a semi automatic machine. The capacity is 30000maximum per

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hour. There are two such set of machines having the capability of printing pages at a time The Indian Express newspaper. PACKING AND DISPATCH SECTIONS: The newspapers from the machine section are sent for the packing and dispatching purposes. The packing is done according to the invoices received from the respective agents. The packing is done with the help of waste newsprint. TRANSPORT SECTION: The transport function is handled by the respective night supervisors. The vehicles are owned by private parties. ACHIEVEMENTS AND AWARDS The New Indian express has been best Identified and appreciated for being investigative. It is awarded as the Best Investigative news paper in the year 2003-2004 by All India Print Media Association(AIPMA). The New Indian express is also awarded for its highest growth rate in Circulation.

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CHAPTER - 3
OBJECTIVES OF THE STUDY
 Importance of customer satisfaction in newspaper industry  To study the customer satisfaction of Various topics covered in The Indian Express  To study the customer loyalty at The Indian Express

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IMPORTANCE OF CUSTOMER SATISFACTION IN INDUSTRY

Consumer satisfaction is important to the marketer because it is a determinant of repeat sales and consumer loyalty. Satisfaction is also important to the individual consumer because it reflects a positive outcome from the fulfillment of unmet needs. This research will help marketers seeking to sell their products in other countries and striving to maintain a high level of customer satisfaction compared to the competition. This goal cannot be obtained without a clear understanding of factors contributing to the generation of high satisfaction and the process by which customer satisfaction evolves following a product consumption experience. Customer satisfaction is an important determinant of post-purchase attitude and product choice. The growing amount of international business has increased the need to understand customer satisfaction from a cross-national perspective. Culture Culture can be defined as a system of values in order to study culture as a determinant of consumer behavior. Members of a particular culture transform their experiences with their physical and social surroundings to an abstract level of belief about what is desirable and what is not. Such encoded beliefs, called values, act as a general guide for day-to-day behaviors, including those pertaining to buying and consumption. Cultural values differ among nations along the dimensions of national character.

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Behavior The growing amount of international business has increased the need to understand consumer behavior from a cross-national perspective. Because competition has been increasing in international markets, management focuses on protecting its customer base from switching to competitors by making consumers more satisfied than they are with competing products. A number of satisfaction models have been accepted by researchers and practitioners, but these models explain this phenomenon at the individual level, independent of the cultural environment of the consumers. Researchers need to understand social values, cultural beliefs, and norms to use these models. According to existing research, valued benefits have impact on satisfaction responses following consumption (Westbrook and Reilly, 1983). Therefore, satisfaction is the function of the congruency between perceived performance and valued benefits derived from consumer personal values, and the formation of consumer values is influenced by central cultural values. Meaning of consumer satisfaction The expectations-disconfirmation paradigm provides the most popular explanation of consumer satisfaction. However, and as is occasionally noted, if a customer experiences disconfirmation after consuming a product, future expectations regarding the product should be revised toward the performance perceived by the customer. If expectations do not change in the face of disconfirmation, the implication would be that the customer did not learn from

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their consumption experience. Assuming that a customer will learn from experience, then decreasing levels of disconfirmation should affect customer satisfaction. For example, if a customer is surprised by an excellent service experience he or she will be satisfied. Yet the customer now has higher expectations for the service the next time it is purchased. If product performance is consistent, the degree of disconfirmation will diminish regardless of whether the revised expectations are exceeded or just met. If disconfirmation is the best predictor of satisfaction, then satisfaction should vary directly with disconfirmation to a steady state level, despite increasing expectations. A longitudinal approach to the antecedents of consumer satisfaction logically implies the hypothesis of systematically varying consumer satisfaction. Literature related to consumer satisfaction, repurchase behavior, switching barriers, and consumer information updating is reviewed in order to fashion a model that integrates these concepts. A longitudinal study of the antecedents of satisfaction and their consequence over time could not be found, although several articles study satisfaction in a dynamic setting. The review also reveals the following three important conceptual relationships: 1) satisfaction is a function of expectations, perceived performance, and disconfirmation; 2) intention to repurchase is a function of consumer satisfaction and switching barriers; and 3) choice is a function of expectations and intention to repurchase. These relationships are integrated in a conceptual model called the satisfaction-Based Repeat Purchase Behavior model. The model is dynamic and emphasizes satisfaction as a primary determinant of repurchase behavior. It also incorporates the antecedents of satisfaction, and allows their effect to vary with time. A combination of the model and the notion of systematically varying consumer satisfaction make it possible to formulate some interesting predictions that have many implications for marketing. Specifically, the hypothesis of

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systematically varying consumer satisfaction provides a rationale for continuous improvement, yet reinforces the notion that there is no substitute for high quality and good value. This follows because customers will adapt their expectations as improvements are made, until no disconfirmation exists. When this occurs, satisfaction is based solely on expectations (or performance). The higher the expectations that are met, the higher the customer satisfaction and probability of repurchase. If satisfaction is assumed to be a significant predictor of repurchase and switching behavior, another implication is that if satisfaction varies with disconfirmation to a steady state or equilibrium level, the probability of repurchase and switching will be affected in a predictable way. Moreover, the positive disconfirmation created by a surprise factor and its effect on consumer satisfaction and repurchase probabilities will dissipate over time, which implies that switching behavior becomes more probable as satisfaction decreases. Another implication is that the hypothesis of systematically varying consumer satisfaction may offer an alternative explanation to the variety-seeking phenomenon, or it may even offer a rationale for variety seeking. Both the variety seeking literature and the hypothesis of systematically varying consumer satisfaction predictin the typical casea decreasing marginal utility of product consumption. Diminished satisfaction with one product is a good reason to try an alternative, and it might be difficult to discern whether variety seeking or a desire to increase satisfaction is the goal.

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TO STUDY THE CUSTOMER SATISFACTION OF VARIOUS TOPICS COVERED IN THE NEW INDIAN EXPRESS
In marketing, customer is very often referred to as a King. Customers are value maximizers. Consumer satisfaction is defined by Websters dictionary as: Fulfillment of a need or want. Satisfaction is a persons feeling of pleasure or disappointment, resulting from comparison of a products perceived and actual performance in relation to his or her expectations. So, consumers satisfaction is a function of the products perceived performance and the consumers expectation. Satisfaction is often a subjective phenomenon and depends on the consumers state of mind both at the time of purchase and more importantly at the time of consumption. It is important because in a large number of case, some degree of post purchase dissonance is evident among consumers. Many companies are aiming at high satisfaction because customers who are just satisfied find easy to switch when a better offer comes along. Those who are highly satisfied are much less ready to switch. In fact, emphasis has shifted from more satisfaction to delight of customers. High satisfaction or delight creates an emotional affinity with the brand and the supplier, not just a rational preference. The result is high customer loyalty. Some of todays most successful companies are raising expectations and delivering performances to match. These companies are aiming for Total.

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Customer Satisfaction (TCS). Xerox, for example, guarantees total satisfaction and well replace at its expense any dissatisfied customers equipment for a period of three years after purchase. Cigna advertises well never be 100% satisfied until you are, too. And one of Hondas advertisements says, One

reason our customers are so satisfied is that we arent. Nissan invites potential infinite buyers to drop by for a guest drive (not a test drive), since the Japanese word for a customer is honoured guest. PROFIT VERSUS CONSUMER SATISFACTION: Some writers think that the businessmans operational interpretation orientation has not approached the philosophical meaning of promising customer satisfaction as the ultimate goal of marketing. According to one of them, One apparent reason is that the attempt to provide customer satisfaction may conflict directly with the most basic operational goal of business to earn a satisfaction rate of return on its shareholders investment. Although consumer satisfaction is the basis tenet of the marketing concept, in practice, the firms do not tend to maximize consumer satisfaction. If that was the case, as Kotler has very succinctly said, Company would simply putout the best product and service in the world and price it below cost. There by it would create substantial customer satisfaction but it would also be out of business. As such, it should be very clear to every corporate management, weather operating in the public or the private sector, that profit is the basic condition of ,as distinct from motive and apart from profiteering ,the corporate existence, stability and growth, not withstanding any suggestions to the country.

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If profit as a condition of business is scarified at the alter of maximum customer satisfaction the very existence of business and, thereby, even minimum customer satisfaction, will be threatened. Customer satisfaction expectations are often reflected in their sacrifice preparedness in terms or money against their products. This may be known by a carefully planned consumer price expectation. CHARACTERISTICS OF A CONSUMER OREANTED ORGANISATION:  A written consumer-based mission statement.  Consumers are always put in front.  Through market and consumer service planning.  Integrate approach and peoples involvement.  Commitment to quality of service.  Customer research and feedback  Setting and monitoring service standards. THE COMMITMENT TO CONSUMER SATISFACTION: Consumer satisfaction research is neither quick nor easy. Six months time lapse from developing a request for a proposal to receiving the first consumer satisfaction rating is not uncommon. A significant commitment of company personnel is necessary, even if an outside research company manages the interviewing and analyse phases in consumer satisfaction.
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Research is only the beginning of the process dedicated to improving consumers satisfaction. The generates among consumers an expectation for improvement that must be satisfied. An effort of this magnitude should be undertaken only if managements desire to learn is strong and its commitment to making changes is substantial. The results, however, are invariably worth the effort. Here are examples of how consumers view the importance of service and satisfaction. The ball is in their court. If they do right by me, they can have my business. We are happy with the way they do business, so we give them more business. They think they will be around when everyone else is gone, when in fact the other companies are going to put them out of business with consumer service. They like to tell me how good are but a competitor came in and showed me how good they were. They want the business buy they cant give us the service. The immediate consequence of this phenomenon is the exposure of even the farthest corners of the world to the rapidly unfolding events elsewhere in the world. Almost all parts of the inhabited world have taken to, though in varying degree, newer ways of thinking and doing business necessitated mostly by the

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intense competitive spirit that has merged in the international as well as the domestic market place. A recent study of the corporate world clearly establishes the fact that only such of those corporations, which have given the consumers maximum value for their money, have survived and further. Only such of those companies that have gone beyond the stage of satisfying the consumers in to delighting their consumers by exceeding their expectations, have really grown beyond one wildest dreams. A scrutiny of the latest list of Fortune 500 clearly proves this point. Nearly a third of the companies are new entrants to the Fortune 500 list and they were not there earlier and good number of companies that dominated the list in the 50s and 60s are conspicuous by their absence in their list today. The lesson that all big corporations of the developed world have learnt in the recent past is that their activity has to be geared towards achieving one goes that is in delighting the consumer and nothing else.

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TO STUDY THE CUSTOMER LOYALTY AT THE INDIAN EXPRESS

THE LOYAL CONSUMER AS AN ASSET: The delighted consumer can have a significantly the impact. The delighted customer tells many others and will have some degree of influence over them. Therefore, delighted consumers are sound investment and some companies clearly understand their impact. Making consumer satisfaction happen has significant organizational implementations because of strategic nature. Strategic issues are marketing owned and therefore, marketing plays a critical role in making customer satisfaction. Happen. The marketing has three basic owner ship roles in consumer delight ness. The first is to make a customer satisfaction a straighten focus of the organization. The second is to structure the organization to make it more responsive to the voice of the consumer. The third is to align the organization reward and recognition system with its consumer focus. SOME CAUTIONS IN MEASURING CUSTOMER LOYALTY: When customer rate their satisfaction with an element of the companys performance-say, delivery-the company needs to recognize that customer vary in how they define good delivery. It could mean early delivery, on

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time delivery, order completeness, and so on. Yet, if the company had to spell out every element in detail, customers would face a huge questionnaire. Companies should also note that managers and sales people could manipulate their ratings on customer satisfaction. Another danger is that if consumer knows that the company will go out of its way to please consumers, some consumers may express high dissatisfaction (even if satisfied) in order to receive more concessions. It is not sufficient if a product enjoys a good market share. If the company sits back, one fine day it might find that the market share enjoyed by it was only a mirage created by artificial market conditions. It is essential for companies to periodically assess consumer satisfaction levels and take remedial action if needed. Some indicators of a satisfaction levels and take remedial action if needed. Some indicators of a satisfied consumer base are explained in fig.  Repeat orders in a competitive market  A positive work of mouth reference about the product to likely users in the industry response the product receives to any new launch  Interest shown by visitors to the stall in industrial exhibitions  Brand awareness and recall. If the customer is loyal / satisfied, the product will be on the top of his mind.

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CHAPTER - 4
RESEARCH DESIGN AND METHODOLOGY

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RESEARCH DESIGN AND METHODOLOGY

Marketing research is the systematic design, collection, analysis and reporting of data and finding of data and findings relevant to a specific marketing situation facing the company. Research Process:

Define the Problem & Research Activities

Develop the research Plan

Collection of Inform ation

Analyze the Inform ation

Present the findings

Data for the proposed study on market potential for the products through a mix of data source like 1. 2. Primary Source Secondary Sources.

Primary Source: The primary data are those which are collected a fresh and for the first time and thus happens to be original in characters.

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It is obtained either through observation or through direct communication with the respondents. Thus marketing data base is an organized collection of comprehensive data about individual customer, prospects or suspects that is current, accessible and actionable for marketing purpose such as lead generations, lead qualification, sale of a product or service or maintenance of relationship. Survey Research: Surveys are best suited for research. Companies undertake surveys to learn about peoples knowledge, beliefs, preferences, satisfaction, and so on, and to measure these magnitudes in the general population. Research Instruments: Questionnaires: Entire data collected through questionnaires. A questionnaire consists of a set of questions presented to respondents for their answers. Because of questionnaire flexibility, the questionnaire is by far the most common instrument used to collect primary data, questionnaires need to be carefully developed, tested and debugged before they are administered on a large scale. Finally questionnaire should be simple, direct, unbiased wording and should be tested with a sample of respondents.

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Secondary Sources: The secondary data means data that is already available i.e., they refer to the data, which has already been collected and analyzed by someone else. It includes periodically, magazines, newspapers, company newsletters, reports and broachers etc., through liabilities and previous projects for guidance.

In s id e C om pany S e c o n d a ry d a ta So u rce

N e w sle tte rs, D o c u m e n ts, e tc .

O u tsid e C om pany D a ta S o u rc e

L ib ra rie s, M a g a z in e s, e tc .

P rim a ry D a ta So u rce

Sampling: It is an act of drawing samples from a batch on random basis; Sampling may be as the process of obtaining information about an entire population by examining only a part of it. The selected respondents constitute the sample and survey so conducted is sample survey.

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Sample design is a definite plan for obtaining a sample from a given population. In conducting the market survey, it is always a line problem to collect the various data and problem analysis. The data may be collected from the whole population of a specified area or if an area is too wide, samples representing whole population, may be chosen for and used for analysis. In this survey sample of 50 customers were met and are presented with questionnaires, to find out how far they are satisfied with the dealer service. The information collected by both primary and secondary data. 1. Meeting the customers directly collected information. 2. Through magazines and newspapers.

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CHAPTER - 5
STATISTICAL INFORMATION OF THE NEW INDIAN EXPRESS

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INFORMATION OF The Indian Express

Circulation -15000 per day in Vadodara COMMUNICATION INPUTS OUT DOOR Posters Hoardings Cinema slides Call Taxis Stall pops Banners TECHNOLOGY The new Indian express is using a very sophisticated technology and recently they have introduced STATE OF THE ART TECHNOLOGY printing machine being erected with the help of latest technology from Germany. ELECTRONIC SMS FM Radio TV scroll Internet Cafes OTHERS Leaf lets Home Ads

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Brief description of The Indian Express: The New Indian Express is probably the newspaper that does not enjoy a high readership, circulation but found all over-India. In one way it can be called a newspaper that is national having the regional touch which is an added advantage; the paper is popular for its promotions in delivering frank, sensational flash news. Also in many cases it is responsible for the investigators reports of scams and other including paper gives color editions all throughout the week. The number of pages also less than the other papers. The marketing activities are team oriented and the generally customers are people who have migrated from the other states. The constituents of the newspaper are in the following percentage. NEWS INFORMATION ADVERTISEMENTS ENTERTAINMENT 57.97 04.63 35.36 02.02

The newspaper has an awareness of 40% according to the statistics.

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Profile of The Indian Express

Name Language Established Status of Newspaper Head office Local office : : : : : : The New Indian Express. English 1949, Mumbai National At Ahmadabad(GUJ) 407 Dwarkesh Complex Alkapuri, Vadodara, Gujarat -390005 The Editor The publisher Number of pages (avg) Price : : : : Vivek Goenka K. Ranganadham 18 Monday to Saturday --- 3.00/-Rupees Sunday Local Circulation Other publishing centers : : near about 15,000 Ahmedabad, Bangalore, New Delhi, --- 5.00/-Rs

Bhubaneswar, Pune, Chandigarh, Chennai, Mumbai, Coimbatore, Hyderabad, Kochi, Kozhikode, Madurai, Tiruvananthapuram, Vijayawada.

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LAYOUT OF THE INDIAN EXPRESS NEWS PAPER. The Indian Express carries a variety of features every day and there are special items in store for each day of the week in order to study the features the study can be divided into the study of features that are covered daily and the other for the features that comes on a specific day. The topics covered by the news paper for all days of the week are as follows. Page 01 In the first page of any news paper news that is of greatest interest is published i.e., latest news, flash news etc. appears in the first page. The first page covers the news in the national, international, regional levels depending on the importance. Weather Report: Weather is important factor to be considered before starting any important work for the day. Hence report is given in the first page. Advertisements:

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An advertisement is given in the right side bottom cover of the first page. This advertisement is generally pertaining to the local units and published respectively from the covers pending units. In Brief: In the left corner of the first page the different news are given in brief. Page 02 In the page 2 the newspaper leisures and listings have been given. Spirituality-prosperity: This part deals with different aspects of the spirituality and prosperity. On your screen today: In this time enable at the various media channels are given like entertainment, sports, movies etc. Page 03 & 04 City /Regional news: The news from the city and local areas in and around Vadodara is covered in this page. The news pertaining to politics, infrastructure, reports of regional festival functions etc are given importance. The topics like city notes and crime beat news are also printed in this page. Advertisements:

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The advertisements pertaining to the local edition and local appointment classifieds etc are printed in this page.

Page 05 State: The news pertaining to the state as a whole are printed in this page Page 06, 07 & 10 Nation: The news from the national levels as a whole are printed. News pertaining to the various parts of the world as a whole is printed here. Page 08 & 09 Articles: Articles are published in the center pages of any newspaper. This facilitates easy reading. The articles written by prominent authors from the concerned field is selected for publishing activity, the activity that pertain to the present scenario is taken for printing. Letters to the editor: Corresponding is where any citizen or reader can express their views about the articles and editorials published in the newspapers.

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Editorials: The editorial for any newspaper is like the heart and voice of it. It is the editorial where the editor expresses his views and ideas. Voices of today & yesterdays: The voices of well known people like politicians etc and comparisons of their words at present and previous. India vartha internet poll: The readers will be given whether queries to poll their way whether they agree or not to the particular ideas and questions. Page 11 World The news from the international level as a whole are printed in the page the news pertaining to the international from various parts as a whole are printed in this page. Page 12 The information regarding different market and their market valves have been given in this page. Page 13 Business Express

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The news from all the business sector is published in these pages and also the stock market news is given due importance. On shore & of shore The information regarding national and international business. Page 14, 15, 16 Sports: National: The sports news at the national level and the reviews are printed in this page.

International: The late night sports, other international sports events etc. are printed in the upper half of the page. Advertisements: The last page is all allocated to advertisements as in the case of the first page. SUPPLIMENTS Sunday: Sunday the IE called as the Sunday Express and the features will remain the same as ordinary day.

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Classified reader services: Classifieds are advertisements that are changed according to the words in the advertisements in the classified advertisements there are general employment, real estate, automotive, rental business offers, finance and education advertisements. Life mates The advertisements regarding the matrimonial are given in this page. Magazines The interesting news regarding the insight (news &information regarding the well known persons) books literature personal finance and science/colony

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CHAPTER - 6
ANALYSIS AND INTERPRETATIONS

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SWOT ANALYSIS

STRENGTH

 The articles, stories and editorials of the Indian Express differentiate itself from its competitors.  Indian Express have got strong brand image.  Potential market can discover more segments of readers with the help of direct marketing by the marketing and circulation division. WEAKNESS

 The promotional schemes are not planned and implemented well.  (Except Sunday supplement) There are no supplements with the main news paper.  No free gifts given to the readers, who seek additional benefits other than reading.  Newsprint quality. (comparative)

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OPPORTUNITIES

 Currently company is giving almost 50% off on all its Express newspaper , which helps the company to expand the market.  There were around 80% Gujarati medium schools and only 20% English medium schools in 1990, but these figures have changed to 80% English medium and 20% Gujarati medium schools.

THREATS

 High competition from Times Of India.  In Gujarat majority people prefer to read local language newspaper and readers who reads English newspaper contribute very less in number(in comparison)

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1. BASED ON OCCUPATION SAMPLE SIZE N=100

s.no Occupation

THE TIMES OF INDIA

THE NEW INDIAN EXPRESS

Total

In No.

In No.

In No.

Employee

18

18

06

06

24

24

Student

35

35

14

14

49

49

Business

10

10

10

10

20

20

Profession TOTAL

03

03

04

04

07

07

66

66

34

34

100

100

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1. BASED ON OCCUPATION
40 35 35 30 25 20 15 10 6 5 0 THE INDIAN EXPRESS THE TIMES OF INDIA 4 3 Profession 14 10 10 18

Employee Student Business

From the table we can interpret that the majority of the subscribers when classified on the basis of occupation or students concluding 49% student of the total sample then comes employees with 24%,businessmen with 20% and professionals with 07% respectively

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2. Based On Readership SAMPLE SIZE N=100

S No

Name of the paper

No. of subscribers

In%

The Times of India

66

66%

The New Indian Express

34

34%

Total

100

100%

Sales

THE INDIAN EXPRESS THE TIMES OF INDIA

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From the table we can interpret that the largest readership in the sample is contributing by The Times of India subscribers with 66% and The New Indian Express with 34% respectively

3.Based On Loyalty SAMPLE SIZE N=100

S No

Name of the paper

<2years

2-5years

>5 years

1.

The Times Of India

16

23

14

2.

The Express

New

Indian

08

17

22

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3. Based On Loyalty
25

23

22

20 16 15 17 14 THE INDIAN EXPRESS 10 8 THE TIMES OF INDIA

0 < 2 years 2 - 5 years > 5years

From the table we can interpret that the loyalty of The Times of India subscribers are high as the largest part they are contributing in below 5 years area and then The Indian Express is now gaining its boom now respectively. Above or upto 5 years The Indian Express have good readership.

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4.What do you prefer most in the newspaper? SAMPLE SIZE N=100

S No

Name of the Article

The

Times Indian Express

total

Of India

In No.

In No.

In No.

1.

News

18

18

22

22 40

40

2.

Entertainment

20

20

15

15 35

35

3.

Sports

15

15

10

10 25

25

Total

100

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25 22 20 20 15 15 NEWS 10 10 ENTERTAINMENT SPORTS 18 15

0 THE INDIAN EXPRESS THE TIMES OF INDIA

From the table we can interpret that the more no. of subscribers are reading The Times Of India for entertainment and sports purposes and reading The Indian Express for news purpose respectively

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5.How do you rate the following news papers based on SAMPLE SIZE N=100

Name of the paper good

Quality

Packing bad Good avg bad

Availability

Price costly Value cost Economic

Avg

Good avg

bad

The TOI

45

10

06

44

14

05

42

16

04

10

25

23

The IE

12

16

11

16

14

07

19

13

06

14

17

11

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Based on Quality, Packing, Availability

50 45 45 40 35 30 25 20 15 10 5 0 Good Avg. Bad Good Avg. Bad Good Avg. Bad 12 19 16 10 11 6 7 5 16 1414 16 13 6 THE INDIAN EXPRESS THE TIMES OF INDIA 44 42

Based on quality: From the table and we can interpret that the no. of subscribers expressing good about quality are more in The Times Of India and The New Indian Express respectively Based on Packing: From the table we can interpret that the no. of expressing good about packing are more in The Times Of India contributing more than 62% of the total and The New Indian Express with 38% respectively.

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Based on Availability: From the table we can interpret that the no.of expressing good about availability are more in The Times Of India contributing 62% of the total and The New Indian Express 38% respectively. Based on Price:
30 25 25 23

20 17 15 14 10 10 11 THE INDIAN EXPRESS THE TIMES OF INDIA

0 Price costly Price value for the cost Price Economical

Based on Price: From the table we can interpret that the no. of Respondents expressing value for the cost about price are more in The Times Of India then The New Indian Express.

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6. Based on modes of Purchase SAMPLE SIZE N=100

S No

Modes of Purchase

The Indian The Times Express Of India 32 54

1.

Door Delivery

2.

Daily Purchase

05

09

Based on modes of Purchase Modes of Purchase: From the table and we can interpret that the main modes of purchase of all the papers are door delivery contributing a major percentage as compare to the daily purchase from road side or from station.

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7. Compare the newspapers, news channels and magazines, which media do you prefer?

INTEREST

10
MAGAZINES NEWSPAPER

37 46

NEWS CHANNELS OTHERS

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CHAPTER - 7
SUMMARY AND SUGGESTIONS APPENDIX BIBILOGRAPHY

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SUMMARY AND SUGGESTIONS

SUMMARY: The significance of Advertising and Communication in todays scenario cannot be overlooked. Marketing Mix includes the four Ps like the Product, Price, Place, and Promotion which plays a major role in the market. Marketing Mix decisions must be made for influencing the trade channels as well as the final consumers. In the present study it is observed that the subscribers rating of Indian Express in comparison with the competitors was satisfactory. The company has followed the procedure which included all the four Ps in accordance with the rules and regulations. Awareness of the people was traced through informal interviews. The scope of growth of the employees is through a combination of experience and merit which is a challenging phase for the company. It was also found that the newspaper has not lost its importance with the rapid development of other media and many responded that newspapers have become the food for upgrading knowledge.

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The Times Of India is market leader and The Indian Express is the only challenger in Gujarat. Most of the readers dont read the newspaper thoroughly, and are the ones who just go through the newspaper. The price and the articles of The Indian Express are satisfactory to respondents but layout and the newspaper quality of I.E. are not satisfactory. There are no Educational or Entertainment supplements with the main newspaper. Most of the readers are very much satisfied from their newspaper vendors.

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SUGGESTIONS:

1. Frequent surveys can be conducted to know the levels of awareness in

people in opinion and about the company position in the market.

2. Hot news can be given immediately which can make the company stand
out.

3. The content and quality of the paper has to be enhanced. 4. Readers prefer variety, so care must be taken to drive out
Monotony.

5. New technology has to be adopted in order to have competitive edge. 6. Distribution channels have to be monitored thoroughly. 7. Safety provisions are maintained well and flexibility to make changes with
the timely requirements is being suggested.

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APPENDIX

1. Name: ______________________________ 2. Age: 18 25 36 -- 45 55 and above Male Female 26 35 46 55

3. Gender:

4. Educational Qualification: PUC Graduate Post Graduate Professional Degree 5. Occupation: Business Professional Employee Student

6. You prefer buying newspaper at Newspaper Mart Subscribe at Home Others If others, specify

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7. Which English Newspaper do you read? The Indian Express (IE) Times of India If Others, specify 8. What do you prefer reading most in your preferred newspaper? Current affairs Political news Business & Finance Entertainment Sports Health articles Educational articles Editorials Others If others, please specify 9. Rate your satisfaction with the following features of your preferred newspaper. Good Quality Packing Availabilty Avg Bad

Price

Costly

Value cost

Economical

Comments

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10. Rate your satisfaction with the following features of your preferred newspaper. Very Good Good Current affairs Political news Business & Finance Entertainment Sports Health articles Editorials Educational articles Advertisements Comments Fair Poor Very Poor Cant Say

11. If you read Indian Express, how often do you read it? Daily Few times a week Weekend Only Seldom Other Comments

12. How do you find supplements provided by Indian Express? Very Good Good Fair Poor Very Poor

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13. Are you aware of the The New Indian Express e-newspaper on internet? Yes No If Yes, comment

15. If you had cause to complain, how was the situation resolved? Extremely unsatisfactory Unsatisfactory Average Very satisfactory First class 16. Which media do you prefer?

Newspaper News Channels Magazines Others

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BIBLIOGRAPHY:

WEBSITES:
http://www.expressindia.com http://www.financialexpress.com

http://www.expressbusinesspublications.com http://www.expressbuzz.com http://www.business.com/directory

BOOKS:
(1) Research Methodology 9th edition (2010) Donald R. Cooper Pamela S. Schindler

(2) Production and Operations Management 8th edition (2009) Lee. Krajewski Larry Ritzman Manoj Malhotra

(3) Marketing Management 13th edition Philip Kotler Kevin lane Keller Abraham Koshy Mithileshwar Jha

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