A

Project Report On

“CUSTOMER SATISFACTION”
AT

“TOTAL ADVERTISING SOLUTION(TAS)”

SUBMITED TO
Savitribai Phule Pune University
In Partial Fulfillment of the Requirement for Award of the Degree of
BACHELOR OF BUSINESS ADMINISTRATION

By
MANAV MUKESH MITTAL
Under the Guidance of

(PROF.DIPAK UMBARKAR)

CHANAKYA EDUCATION SOCIETY’S

INDIRA COLLEGE OF COMMERCE & SCIENCE
PUNE - 410401

(2020-2021)

1
 Date: 18/02/2021

TO WHOME IT MAY CONCERN

This is to certify that Mr. MANAV MUKESH MITTAL, student of Indira College of Commerce and
Science, Pune has done his final semester project in our organization TAS (Total Advertising Solution),
Pune on Topic “Consumer Satisfaction” from 24th Dec 2020 to 24th Jan 2021.

We wish best of luck on completion of his project with us.

With Best Regards,

Thanking You,
Yours Truly,
For, TAS
Director,
YOGESH WANI

2
 DECLARATION

I hereby declare that the project titled “CUSTOMER SATISFACTION” is an original piece of

research work carried out by me under the guidance and supervision of Prof. Dipak Umbarkar.

The information has been collected from genuine & authentic sources. The work has been

submitted in partial fulfillment of the requirement of Bachelor of Business Administration to

Savitribai Phule Pune University.

Place: PUNE Signature:

Date: June, 2021 Name of student: Manav Mukesh Mittal

3
 ACKNOWLEDGEMENT

I take this opportunity and privilege to express my gratitude to Honorable Tarita Shankar &
Professor Chetan Wakadkar, and Chanakya Education Society, Pune and Dr. JanardanPawar,
Principal, ICCS. They have been a source of inspiration to me and I am indebted to them for
initiating me in the field of research.

I am deeply indebted to Faculty Member, Prof. Dipak Umbarkar, my research guide at

Chanakya Education Society’s Indira College of Commerce & Science, Pune without whose
helpcompletion of this Project was highly impossible.

I take this opportunity and privilege to articulate my deep sense of gratefulness to the managing
director, and the staff of “TOTAL ADVERTISING SOLUTION(TAS)”, for their timely
help and positive encouragement.
I wish to express a special thanks to all teaching and non-teaching staff members of Indira
College of Commerce & Science, Pune for their continuous support. I would like to
acknowledge all my family members, relatives and friends for their help and encouragement.

Place: PUNE

Date: June, 2021 Name of student: Manav Mukesh Mittal

4
 Executive Summary

In a competitive marketplace where businesses compete for customers, customer satisfaction is

seen as a key differentiator and increasingly has become a key element of business strategy.
Customer satisfaction is an abstract concept and the actual manifestation of the state of satisfaction
will vary from person to person and product/service to product/service. The state of satisfaction
depends on a number of both psychological and physical variables which correlate with
satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary
depending on other factors the customer, such as other products against which the customer can
compare the organization's products. The enormous retail boom in India has given space to many
companies who have mushroomed out to benefit from this retail boom, which is nothing but a
structured format of the unorganized retail business which is being done in India from ages. Many
stores have come up with exquisite interiors, state of the art infrastructure and the best possible
products or services to the customer which has led to the growth of mall culture in India. The stores
try and attract customers by providing them with such services and plethora of options in products
and services in different categories so that they can retain customers for long and make them loyal
towards their retail stores. The retail business is booming in India and there has been remarkable
shift in the buying behavior of the people from traditional stores to these departmental stores. It
becomes important for the marketers to understand these relationships service quality and customer
satisfaction.

5
 Index

Chapter Title Page no.

1 Introduction 7
2 Objective, scope and limitation 10
3 Company profile 12
4 Industry profile 24
5 Theoretical background 27

6 Research methodology 31
7 Data analysis and interpretation 35
8 Findings of the project 51
9 Suggestion of the project 52
10 Learning through the project 54
11 Contribution to the host organization 56

 Conclusion 58

 Bibliography and reference 60

 Annexure 62

6
 Chapter 1

INTRODUCTION

7
 INTRODUCTION

To begin with, as a part of the curriculum a summer internship program was to be

conducted for a period of two months. Given a choice one was allowed to choose the field in which
he/she was interested. As my interest and curiosity was in advertising field, I choose to work with
a company named Total Advertising Solution PVT.Ltd. TAS is 18-year-old Pune based
advertising firm focused on providing you all type of Advertising solutions to the customer. I
choose this company because of that company, I can explore myself and why advertising
Company? Because it is booming industry, the growth of Advertising industry is tremendous and
expected to grow more.

Due to this summer internship, I learnt aspect of Advertising include. The company asks
me to do their competitive research. With the help of the research we got a flow of what are the
major criteria‟s we need to have. One had to identify various sectors in the market that actually
have a need of Advertising services. And then your task is to approach them before your
competitors.

Advertising Solution Service provider companies follow a standard process ofapproaching

clients. There are certain steps which cannot be altered or skipped. These are followed in sequences
and executed after evaluating the process again and again. In Advertising your team should be
strong enough to deliver what your client expecting, as under advertising everyone work is
interconnected and with a team only one campaign can get ready.

It was an amazing experience working in favorite sector and on field. I came to many new
terminologies of advertising, corporate world etc. The project contains the task which has been
done by me during my internship as well as what I have learnt from it.

8
 Chapter 2
Objectives & Scope

9
Objectives of Project

1. Primary Objective
To study the customer satisfaction level for the company Total Advertising Solution Pvt.ltd

2. Secondary objectives
To collect the information of availability of particular services.
To find out the customer interest for the company’s products.
Measuring customer experience and loyalty
Show your customer you valued them

Scope of Project

To find out prospective customers. It helps in finding competitors strength as well as its weaknesses. This
survey helps the company to find its loophole in overall services which is provided by them. It is helpful to
perceive the customers. It is helpful to understand and analyze the factors that influence the customers. The
study was carried out in total advertising Solution Pvt and the data was collected from respondents from
PCMC area.

10
 Chapter 3
Company Profile

11
 Company Profile

As company name indicates, they are an advertising and marketing communications company
providing end-to-end solutions under one roof. They have excellent track-record of
understanding their clients' branding needs and working as their sole communication partner.

Established in the year, 2000, at Pune, Maharashtra, India, “Total Advertising Solution India
Private Limited” are one of the eminent services providers, engaged in offering Complete
Advertising and Marketing Solutions through various media communications. Their advertising
activities include Radio Jingles Services, Advertising Campaigning, Website Development, Logo
Designing, Outdoor Hoarding Designing Services, Newspaper Advertisement Designing,
Customized Software Development, Brochure Designing and Branding Services. Over the last 18
years of our existence, they have shown excellent track record and have built their credentials as
one of the reputed advertising agencies in the industry.

Leveraging on their professionalism and creative workforce, they make adifferent medium of
communication such as Print, Radio, Digital and Outdoor and frame a distinctive image of the
brand name in the highly competitive market. They are a one stop solution, with providing
significant advertising solutions under one roof to various domestic as well international players
across the globe.

12
Name Of Company Total Advertising Solution Pvt.Ltd

Address TOTAL ADVERTISING SOLUTION (I)

PVT.LTD.
Shreyash Apartment, Lane Opp. Gokul
Hotel, Station Road, Pimpri, Pune - 411018
Maharashtra, INDIA.
Ph. No. 02027-422202 / 02027-422207

Working Hours 8 hrs.

Logo

Slogan Planet of ideas !

Registration Number 137111

Date of Incorporation 13 August 2010
Key people YogeshVasantWani& Manjushree
YogeshWani ( Managing Director )

DhammapalWaghmare ( Ex. Director )

Company Category Company limited by Shares
Company Sub Category Non-govt company
Website www.tasipl.com

Vision
“To be the most advanced, versatile, competitive, innovative and reliable Communication
Facilitator for our clients.”

13
Services Portfolio
We are one of the trusted service providers, who are engaged in offering Complete Advertising
and Marketing Solutions. To offer our services, we make use of the different media
communications and reach out to the mass audience and help in increasing the visibility of the
brand name. Our services are largely availed by client in Entertainment and Media Industry.

What We Do……….

Sales
Promotion

Advertisem
Photoshoot
ent
Services
Services

Outdoor
Hording
TAS Events
Designing Services
Service

Software Logo
Development Designing
Services
Service

14
How We Do…………

Pre-Project Preparation

Client Research

Project Planning

Creative Ideas

Testing Of Ideas

Implementation

15
Advertising and Sales Promotion
Our range of services includes the following:

1. Newspaper Advertisement Service

Customer can avail from us Print Media Advertisement
Designing Services, which is done to bring the brand name
in notice of customers pan India. Our team of experienced
creative designers and servicing team workin coordination
with the client and publish the designed layout and message
in some renowned newspapers across different regions. Our
services are very cost effective and meet with budgetary
constraints of the clients.

2. Branding Service
We are engaged in providing best Branding services, with
the assistance of our researches. Our team of researchers
helps us in analyzing the brand attributes that are valued
most and thus enables us to offer theclients‟ perceptions
regarding advantages and disadvantages of the various
brands. We use different data collection techniques like
focus groups, in-site interviews, in depth interviews,
traditional surveys ion- line surveys in conducting our
research. The researchers
provide us a valuable data, which consists of the significant information that helps us in rendering
the excellent branding services.

3. Brochure Designing Service

With the assistance of our team of expert professionals, we are able
to provide our clients with best Brochure Designing Services as
per the exact requirements of our customers. Our printing and
designing services on different brochures are extremely admired
by our clients for the clear formatting, creative approach and
excellent colors contrasts. Moreover, we

16
also have the proficiency in meeting the customized
requirement as per the specifications detailed by our clients.

4. E-Boucher’s
ALL types of e-broacher’s, e-catalogs, in flash, power
point presentations, emailers, on line product displays, 3D
brouchers, etc

5. Outdoor & Hoarding

We are also engaged in offering Outdoor Hoarding
Designing Services. Out of home advertising is very
popular medium of advertising and is adopted byvarious
medium and large business houses. We create some
outstanding hoarding designing and convey a message that
strikes to the targeted audience of the client.

6. TV Ads
ALL Types of TV ads, all leading channels - STAR , ZEE
NEWS ,etc , TV film making , E-Boucher’s and related services

17
7. Advertisement Services
Our range of services includes Advertising Campaigning Service, Press Advertise
Services, Radio Ads Service, Complete Advertising
Campaigning Service and Newspaper Advertisement
Designing Service.

8. Advertising Campaigning Service

We are engaged in carrying out Advertising Campaigns, in which
a series of advertisement messages are created and conveyed tothe
target audience through various media communications. The
entire campaign share a single idea and theme and make up an integrated marketing communication
for the client.

9. Radio Ads Service

Catering to the promotional and branding requirements of the
clients, we offer Radio Ads Services. In these services, we create
a jingle for the brand and is put on air, which helps in increasing the
visibility of the brand among the target audience. This is oneof
the economical promotional tool which help in creating mass
awareness. We suggest different Radio channels as per product
requirements.

18
10. Software Development Services
In order to help various organizations in automating their
processes, we offer customers application based software
development support.

11. Customized Software Development Service

We are engaged in offering our clients Customized Software Development Services. The services
are provided with the help of our team of expert professionals, who hold expertise in developing
the software as per the specific requirement of our clients. Our services can be availed by various
Govt., Corporates and other similar
Business Houses. The well qualified professionals working
with us are competent that enable them to fulfill the
requirements of the growing business of customers.

12. Website Development Service

We have acquired expertise in providing high-end and

specialized Website Designing and Development services
to our clients. To offer these services, we have with us a team of experience web designers
and IT professionals, who work on creative lines and helps in digital marketing to the clients.

19
Our Client

20
 Chapter 4
Industry profile

21
 The global market has expanded manifold in the last few decades. More and moreproducts
are being launched practically every day. The companies are engaged in cutthroat competition to
highlight their products to the forefront. Herein enters the glamorous field of advertising.
Advertising is actually brand building through effective communication and isessentially a service
industry. This requires the help of the media to reach more and more people to communicate brand
effectiveness and here advertising agencies comes picture.

The role of advertising agency has been accepted because it provides specialist services
to the companies, which have inadequate services of experts for the promotion of their goods and
services. Many institutions have established the services of advertising agencies to make their
products and services known to the potential consumers.

FUNCTIONS OF ADVERTISING AGENCY:

The advertising agency performs all the managerial functions. Some of these are planning, creation
and execution, co-ordination, accounting, media, research and internal control.

 Planning: The advertising agency plans the advertising campaign. The management
delegates the responsibility of advertising planning and execution to the agency. The
agency must have a fair knowledge of the firm‟s products, its history, the present market
conditions, distribution methods, price level and other conditions. A successful advertising
program is built on the basis of these data.

 Creation and Execution: Specific advertisements are created. The advertising copy is
written; the layout is prepared; illustrations are drawn; photographs are finalized; and a
correct mechanical form for running it in the selected media is produced. The advertising
agency prepares a suitable advertising copy for insertion in all the media.

 Co-Ordination: The advertising agency co-ordinates several activities. It often works with
the client’s sales force and distribution network to ensure the long-run success of the
advertising programme. The combined efforts of sales persons, distributors and retailers
ensure maximum sales. Ideas, media, copy and decisions are coordinated properly to
project and implement the advertising programme.

22
 Accounting: The advertising agency maintains proper accounts in co-operation with the
client. The account executives see to it that the agency keeps to the stated plan. The
accountant is in charge of the administration of the advertising programme on the agency
side. A misunderstanding arising between the agency and the client is eliminated by the
accountant. The amount of fees received from the client and the payment of taxes, bills and
other charges are accounted for by the accountant.

 Media: The advertising agency selects the media or a set of suitable media for the client to
reach the right type of audience which is an important factor in media selection. The rates,
circulation, population, audience, income and other important information arecollected for
the purpose. It has to see to that the media plan is carried out properly which is devised to
implement the campaign’s communication objectives. The media experts know all about
the media and their coverage. They prepare the schedule of advertising, publication, data
on printing and the time available from television and radio.

 Research: Research is a key function in an advertising campaign. The decisions on

creativity and media selection are taken on the findings uncovered for research. Research
makes every decision systematic and logical, based as it is on facts and figures.

 Internal Control: The advertising agency manages its employees, finances and other
resources effectively and economically. It conducts the business behind the scenes and
exercises proper control over activities and funds. Public relations, sales promotion
functions and client contacts are maintained by the management for the effective operations
of the advertising agency.

23
 Chapter 5
Theoretical background

24
 Customer Satisfaction

We believe that customers estimate which offer will deliver the most value. Customers
are value-maximizers, within the bounds of search costs and limited knowledge,
mobility, and income. They form an expectation of value and act on it. Whether or not
the offer livesup to the value expectation affect both satisfaction and repurchase
probability.

Total customer satisfaction

Whether the buyer is satisfied after purchase depend on the offer’s performance in relation to the
buyer’s expectation. In general, satisfaction is a person’s feelings of pleasure or disappointment
resulting from comparing a product’s perceived performance in relation to his or her expectation.
if the performance falls short of expectation, the customer is satisfied. If the performance matches
the expectation, the customer is satisfied. If the performance exceeds expectation, the customer is
highly satisfied or delighted.

Customer expectation

How do buyers form their expectation? from past buying experience, friends and associates advice
and marketers and competitor’s information and promises. If marketers raise expectationstoo high
the buyer is likely to be disappointed. However, if the company sets expectations too low it won’t
attract enough buyers. One reason our customer are so satisfied is that we are buildrelationship
like home we treat our customer like king we match their expectation to our work .
Provide them more customer reach

25
 The 7 P’s of Services

The first four elements in the services marketing mix are the same as those in the traditional
marketing mix. However, given the unique nature of services, the implications of these are
slightly different in case of services.

PRODUCT
In case of services, the „product‟ is intangible, heterogeneous and perishable. Moreover, its
production and consumption are inseparable. Hence, there is scope for customizing the offering as
per customer requirements and the actual customer encounter therefore assumes particular
significance. However, too much customization would compromise the standard delivery of the
service and adversely affect its quality. Hence particular care has to be taken in designing the
service offering.

PRICING
Pricing of services is tougher than pricing of goods. While the latter can be priced easily by taking
into account the raw material costs, in case of services attendant costs - such as labor and overhead
costs - also need to be factored in. The final price for the service is then arrived at by including a
markup for an adequate profit margin.

PLACE
Since service delivery is concurrent with its production and cannot be stored or transported, the
location of the service product assumes importance. Service providers have to give special thought
to where the service would be provided. Thus, a fine dine restaurant is better located in a busy,
upscale market as against on the outskirts of a city. Similarly, a holiday resort is better situated in
the countryside away from the rush and noise of a city.

PROMOTION
Since a service offering can be easily replicated promotion becomes crucial in differentiating a
service offering in the mind of the customer. Thus, service providers offering identical services
such as airlines or banks and insurance companies invest heavily in advertising their services. This
is crucial in attracting customers in a segment where the services providers have nearly identical
offerings.

26
The final three elements of the services marketing mix - people, process and physical evidence -
are unique to the marketing of services.

PEOPLE
People are a defining factor in a service delivery process, since a service is inseparable from the
person providing it. Thus, a restaurant is known as much for its food as for the service provided
by its staff. The same is true of banks and department stores. Consequently, customer service
training for staff has become a top priority for many organizations today.

PROCESS
The process of service delivery is crucial since it ensures that the same standard of service is
repeatedly delivered to the customers. Therefore, most companies have a service blue print which
provides the details of the service delivery process, often going down to even defining the service
script and the greeting phrases to be used by the service staff.

PHYSICAL EVIDENCE
Since services are intangible in nature, most service providers strive to incorporate certaintangible
elements into their offering to enhance customer experience. Many hair salons invest in
comfortable and stylish sitting areas with magazines and plush sofas for patrons to read and relax
while they wait. Similarly, many restaurants invest heavily in their interior design and decorations
to offer a tangible and unique experience to their guests.

27
 Chapter 6
Research methodology

28
RESEARCH METHODOLOGY

What is research: -
Research comprises "creative work undertaken on a systematic basis in order to increase the stock
of knowledge, including knowledge of man, culture and society, and the use of this stock of
knowledge to devise new applications." It is used to establish or confirm facts, reaffirm the
results of previous work, solve new or existing problems, support theorems, or develop new
theories. A research project may also be an expansion on past work in the field. To test the validity
of instruments, procedures, or experiments, research may replicate elements of prior projects, or
the project as a whole. The primary purposes of basic research (as opposed to applied research) are
documentation, discovery, interpretation, or the research and development (R&D)of methods and
systems for the advancement of human knowledge. Approaches to research depend on
epistemologies, which vary considerably both within and between humanities and sciences. There
are several forms of research: scientific, humanities, artistic, economic, social, business,
marketing, practitioner research, etc.

RESEARCH PROCESS: -
Research exercise may take many forms but systematic enquiry is features common to all
such forms. Being a systematic enquiry, it requires careful planning of the orderly
investigation process.

STAGES IN THE RESEARCH PROCESS: -

In planning and designing a specific research project, it is necessary to anticipate all the steps
that must be undertaken if the project is to be successful in collecting valid and reliable
information.
The steps of marketing research process are highlighted in the following flow diagram.

29
 Extensive Planning
Defining
Literature Research
Problem
survey Design

Analyze the Collect the Sample

data data Design

Formulation of Prepare and

conclusion present the report

30
 RESEARCH DESIGN IS CLASSIFIED AS FOLLOWS

RESEARCHDESIGN

CASUAL
EXPLORATORY DESCRIPTIVE
/EXPERIMENTAL

Research Type
The type of research conducted for this project was-

Descriptive Research Design:

It includes surveys and fact finding enquiries of different kinds. It is a fact- finding
investigation with adequate interpretation. It is the simplest type of research, and is more
specific than an exploratory study, as it focuses on particular aspects of the problem being
studied, so research design used for this project was descriptive research design.
Descriptive research method was the best method applicable to the existing problem
mentioned in this project report.

METHODOLOGY USED FOR THE STUDY

Market Research to be an effective tool for analyzing the customer satisfaction for
Manufacturing products. Usually it is said that if marketing would be a train, than market

31
research would be the locomotive. In other words, market research should ideally be the
starting point on any marketing exercise. Conducting any marketing exercise- is it related to
pricing, promotion or distribution of a product or service. Without researching the potential
market is as sensible as setting out sell sand in the Sahara Desert. Market research provides the
answers to all the questions that generally occupy the minds of marketers, at every stage of the
marketing process.

Sample Design
Sampling
An integral component of a research design is sampling plan. Specifically, it addresses three
questions:
1) Whom to survey (the sample unit)?
2) How many to survey (the sample size)? &
3) How to select them (the sampling procedure)
Making the entire universe will be impossible on the account of limitation of time and
money. Hence sampling becomes inevitable. A sample is only a portion of the universe of
population. According to Yule, “The object of sampling to get maximum information about the
parent population with minimum efforts. Properly done procedures are the representative data of
the entire population”.

Sampling Unit: - A decision has to be taken concerning a sample unit before selecting
sample. Sample unit may be geographical one such as State, District and Village etc. The
researcher will have to decide one or more unit that has to select for his study.

PERIOD OF STUDY:
The period of study has been from Nov 20th 2019 To Jan 20th 2020in this Project report, the
sampling unit includes the customers from Pune Region.

Sampling Technique: Random sampling.

DATA COLLECTION METHOD

Questionnaire method seemed most satisfactory for collecting information from the people. Data
is collected by personally interviewing individuals, recording their answers in a structured
questionnaire. A set of questions having different segments such as Product Performance,
Service, and Perception etc. formed the questionnaire.

32
Scaling techniques used for preparing questions
Generally, the questions were designed with the Likert Scale, where the degree of
options for the answer ranging from lowest to highest or vice-versa, with each option
associated with a brief description.

An example of the Likert scale is given below:

Eg. Que.-Rate the Performance of the AVENGER ENDGAME movie.
a. Excellent
b. Good
c. Average
d. Poor
e. Bad

33
 Chapter 7
Data analysis and interpretation

34
 DATA ANALYSIS

Q1. How frequently do you purchase services from Total Advertising Solution Pvt.ltd?

Every day 0

Every Week 1
Every Month 8
Every 4-6 Months 33
Once or Twice a Year 18
Total 60

FREQUENCY OF THE PURCHASE TOTAL ADVERTISING SOLUTION

PVT.LTD
Every Day Every Week Every Month
0% 2% 13%

Once or Twice in
Year
Every Day
30%
Every Week
Every Month
Every 4 to 6 Month
55% Every 4 to 6 Month
Once or Twice in Year

35
Out of the 60 responses taken from the customers of Total Advertising Solution Pvt.ltd
55% of the customers purchases every 4-6 months.
30% of the customers purchases once or twice a year.
13% of the customers purchases every month.
2% of the customers purchases every week.

Q2. The service of TAS is available at reasonable prize.

Strongly Agree 35

Agree 17

Neither Agree Nor Disagree 5

Disagree 3

Strongly Disagree 0

Total 60

SERVICE OF TASARE AVAILABLE AT

REASONABLE PRICE
Neither Agree Disagree Strongly Disagree
Nor Disagree 5% 0%
8%

Strongly Agree
Agree Agree
28% Strongly Agree
59% Neither Agree Nor Disagree
Disagree
Strongly Disagree

36
Out of the 60 responses taken from the customers of Total Advertising Solution Pvt.ltd
59% of the customers strongly agreed that the services are available at reasonable price.
28% of the customers agreed that the services are available at reasonable price.
8% neither agreed nor disagreed that the services are available at reasonable price.
5% disagreed that the services are available at reasonable price.

Q3. TAS provides high quality service.

Strongly Agree 35

Agree 20

Neither Agree Nor Disagree 5

Disagree 0

Strongly Disagree 0

Total 60

37
 TAS Providing high Quality Service
Neither Agree Disagree
Nor Disagree 0% Strongly Disagree
8% 0%

Strongly Agree
Agree
33% Agree
Strongly Agree
59% Neither Agree Nor Disagree
Disagree
Strongly Disagree

Out of 60 responses taken from the customers of Total Advertising Solution Pvt.ltd
59% of customers strongly agreed that Total Advertising Solution Pvt.ltd provides
high quality services.
33% of customers agreed that Total Advertising Solution Pvt.ltd provides high
quality services.
8% neither agreed nor disagreed that Total Advertising Solution Pvt.ltd provides
high quality services.

38
Q4. Do You get high range of variety of services to select while purchasing from TAS.?

Strongly Agree 17

Agree 27

Neither Agree Nor Disagree 14

Disagree 2

Strongly Disagree 0

Total 60

High Range Of Variety Of Service

Disagree Strongly
4% Disagree
0%
Neither Agree
Nor Disagree
23% Strongly Agree
28% Strongly Agree
Agree
Neither Agree Nor Disagree
Agree Disagree
45%
Strongly Disagree

Out of the 60 responses taken from the customers of Total Advertising Solution Pvt.ltd
45% of customers agreed that they get the high range of variety of services.
28% of customers strongly agreed that they get the high range of variety of services.

39
23% of customers neither agreed nor disagreed that they get high range of variety of
services.
4% of customers disagreed that they get high range of variety of services.

Q5 Does TAS delivers the services on right time.

Strongly Agree 31

Agree 22

Neither Agree Nor Disagree 5

Disagree 2

Strongly Disagree 0

Total 60

TAS Delivers the Service At Right Time

Disagree Strongly
Neither Agree 3% DisagreeNor
Disagree 0%
8%

Strongly Agree
Strongly Agree
52% Agree
Agree
37% Neither Agree nor Disagree
Disagree
Strongly Disagree

40
Out of the 60 responses taken from the customers of Total Advertising Solution Pvt.ltd
52% of customers strongly agreed that Total Advertising Solution Pvt.ltd delivers
the service on right time.
37% of customers agreed that Total Advertising Solution Pvt.ltd delivers the
service on right time.
8% of customers neither agreed nor disagreed that Total Advertising Solution Pvt.ltd
delivers the service on right time.
3% of customers disagreed that Total Advertising Solution Pvt.ltd delivers the
service on right time.

Q6. The discount/offers given by TAS are satisfactory

Strongly Agree 14

Agree 38

Neither Agree Nor Disagree 7

Disagree 1

Strongly Disagree 0

Total 60

41
 Discount/Offers Given by TAS Are Satisfactory
Neither Agree Strongly Disagree
Nor Disagree Disagree 0%
12% 2%

Strongly Agree
23% Strongly Agree
Agree
Neither Agree nor Disagree
Agree Disagree
63%
Strongly Disagree

Out of the 60 responses taken from the customers of Total Advertising Solution Pvt.ltd
63% of customers agreed that the discounts/offers given by Total Advertising Solution Pvt.ltd
are satisfactory.
23% of customers strongly agreed that the discounts/offers given by total Advertising Solution
Pvt.ltd are satisfactory.
12% of customers neither agreed nor disagreed that the discounts/offers given Total Advertising
Solution Pvt.ltd are satisfactory.
2% of customers disagreed that the discounts/offers given by Total Advertising Solution Pvt.ltd
are satisfactory.

42
Q7. Would you like to recommend our service to others?

Most likely 40

Somewhat likely 14

Neutral 4

Somewhat unlikely 2

Unlikely 0

Total 60

Recommend TAS Services to Other

Somewhat Unlikely Unlikely
Neutral 3% 0%
7%

Somewhat likely Most likely

23% Somewhat likely
Most likely Neutral
67%
Somewhat Unlikely
Unlikely

Out of the 60 responses taken from the customers of Total Advertising Solution Pvt.ltd
67% of customers most likely recommend our services to others.
23% of customers somewhat likely recommend our services to others.
7% of customers neutrally recommend our services to others.
3% of customers somewhat unlikely recommend our services to others.

43
Q8. How likely are you to continue doing business with us?

Most likely 34

Somewhat likely 20

Neutral 4

Somewhat unlikely 2

Unlikely 0

Total 60

Somewhat
Unlikely
Likely to Continue Business With TAS
3% Unlikely
Neutral
0%
7%

Most likely
Somewhat Likely Somewhat Likely
33% Most likely
57% Neutral
Somewhat Unlikely
Unlikely

44
Out of the 60 responses taken from the customers of Total Advertising Solution Pvt.ltd
57% of customers most likely continue doing business with Total Advertising Solution Pvt.ltd.
33% of customers somewhat likely continue doing business with Total Advertising Solution
Pvt.ltd
7% of customers neutrally continue doing business with Total Advertising Solution Pvt.ltd
3% of customers somewhat likely continue doing business with Total Advertising Solution
Pvt.ltd

Q9. How likely are you to use/purchase the services again?

Most likely 34

Somewhat likely 20

Neutral 4

Somewhat unlikely 2

Unlikely 0

Total 60

45
 Somewhat
Unlikely
Used/Purchase the TAS Services Again
3% Unlikely
Neutral
0%
7%

Most Likely
Somewhat likely Somewhat likely
33% Most Likely
57% Neutral
Somewhat Unlikely
Unlikely

Out of the 60 responses taken from the customers of Total Advertising Solution Pvt.ltd
57% of customers most likely want to purchase the service again.
33% of customers somewhat likely want to purchase the service again.
7% of customers neutrally want to purchase the service again.
3% of customers somewhat unlikely want to purchase the service again.

Have you faced any problem while placing an order/receiving services if YES then-

Q10. How many did you have to contact the office before the problem was corrected-?

Once 38
Twice 12

Three Times 7

More than three times 3

Problem is still unsolved 0

Total 60

46
 more Than TIMES DID YOU HAVE TO CONTACT THE OFFICE
Three BEFORE PROBLEM WAS CORRECTED
Times
Three Times Problem Still
5% Unsolved
12%
0%

Once
Twice
Twice
20%
Once Three Times
63%
more Than Three Times
Problem Still Unsolved

Out of the 60 responses taken from the customers of Total Advertising Solution Pvt.ltd
63% of customers had to contact only once to the head office before the problem was
corrected.
20% of customers had to contact twice to the head office before the problem was corrected.
12% of customers had to contact three times to the head office before the problem was
corrected.
5% of customers had to contact more than three times to the head office before the problem
was corrected.
Q11. How Satisfied you are with service.

Very Satisfied 40

Somewhat satisfied 15

Neutral 5

Somewhat Dissatisfied 0

Very Dissatisfied 0
Total 60

47
 Somewhat How Satisfied with TAS Services
Dissatisfied
0% Very Dissatisfied
0%

Neutral
8%
Somewhat Satisfied Very Satisfied
25% Somewhat Satisfied
Very Satisfied Neutral
67%
Somewhat Dissatisfied
Very Dissatisfied

Out of the 60 responses taken from the customers of Total Advertising Solution Pvt.ltd
67% of customers are very satisfied with the services offered by Total Advertising Solution
Pvt.ltd
25% of customers are somewhat satisfied with the services offered by Total Advertising Solution
Pvt.ltd
8% of customers are neither satisfied nor dissatisfied with the services offered Total Advertising
Solution Pvt.ltd

48
Q12. How would you rate your overall satisfaction towards TAS.?

Very Satisfied 35

Somewhat satisfied 20

Neutral 5

Somewhat Dissatisfied 0

Very Dissatisfied 0
Total 60

Overall Satisfaction Towards TAS

Somewhat
Dissatisfied Very Dissatisfied
0% 0%

Neutral
8%
Very Satisfied
Somewhat Satisfied
Somewhat Satisfied
33% Very Satisfied
59% Neutral
Somewhat Dissatisfied
Very Dissatisfied

Out of the 60 responses taken from the customers Total Advertising Solution Pvt.ltd
59% of customers rated their overall satisfaction as very satisfied.
33% of customers rated their overall satisfaction as somewhat satisfied.
8% of customers rated their overall satisfaction as neither satisfied nor dissatisfied.

49
 Chapter 8
Findings of the project

50
 FINDINGS

1. 55% of the customers purchases every 4-6 months. As it finds that it generally Provide
services according to demand.

2. 59% of the customers strongly agreed that the service is available at reasonable price. As
it finds that service at Total Advertising Solution Pvt.ltd are not very much expensive.

3. 59% of customers strongly agreed that Total Advertising Solution Pvt.ltd provides high
quality service. As it finds that company focus on quality.

4. 45% of customers agreed that they get the high range of variety of services to select from
Total Advertising Solution Pvt.ltd. As it finds that company has somewhat less range of
variety of products.

5. 52% of customers strongly agreed that Total Advertising Solution Pvt.ltd delivers the
service on right time. It’s good that company delivers service on time.

6. 63% of customers agreed that the discounts/offers given by Total Advertising Solution
Pvt.ltd are satisfactory. The company offers maximum discount to its customers.

7. 67% of customers most likely to recommend our services to others. As it finds that it
gives good brand name to company.

8. 57% of customers most likely to continue doing business with Total Advertising Solution
Pvt.ltd. It leads to business development.

9. 57% of customers most likely want to purchase the services again. By this there will be
lead generation and large scale economies.

10. 63% of customers had to contact only once to the office of Total Advertising Solution
Pvt.ltd before the problem was corrected.

11. 67% of customers are very satisfied with the services offered by Total Advertising
Solution Pvt.ltd. This is the testimony to the fact that the company satisfies the needs of
their customers.

51
 Chapter 9
Suggestion of the project

52
 SUGGESTIONS

 Company should focus on price so that more customers buy from it.
 Company should give more effort on service quality to increase the customers and to
enhance the order.
 Company should introduce some new in services so that the customer will get more range
of variety to select while purchasing.
 Company can also improve their services in terms of delivering the services and also
make it more convenient to customers.
 The customer problem should be solved on time as that would add more value to their
assets.
 Company should make their order processes more convenient for customers so that
customer feels more convenient.

53
 Chapter 10
Learning’s through the project

54
 Learning’s

 In the SIP l learned how to communicate with clients and how to convince them to buy
particular service or product.
 Learned how to satisfied customer
 Got to know how led screen works and learned to operate them.
 In advertising field there is lots of competition, I learned how to utilize the resources
we have effectively and use them in corporation with our competitor for benefit of
company.

55
 Chapter 11
Contribution to the host organization

56
Contribution to the host organization
 In summer internship program I helped to get clients.
 I also worked on led vans in field.
 Gave presentation to client
 Helps to create tie up between transport company for using their vehicle for our led
screens
 Handled clients over phone also helped in telemarketing.

57
Conclusion

58
 CONCLUSION

 As from the entire study we came to know that, customers rely heavily on quality and if
not provided with good quality services to them they can shift to the other company.
 Also reasonable price affects the buying process of Indian customers, as they want good
quality in lesser price and Total Advertising Solution Pvt.ltd success is enviable.
 Total Advertising Solution Pvt.ltd is success to get customers satisfied by providing the
customers with good quality, reasonable price, discount/offers, and also solving their
problem very rapidly.
 Also from the customer‟s perspective, most of the customers were in a dilemma that they
want to recommend the company‟s product to others because they do not want to raise
their competitor.
 Customer Satisfaction depends heavily on the services that are offered to them.

59
Bibliography and reference

60
 Bibliography

 https://www.business2community.com/customer-experience/5-steps-to-understanding-
your-customers-buying-process-0508370

 https://www.indiamart.com/totaladvertisingsolutionindiaprivatelimited/

 https://www.managementstudyguide.com

 www.tasipl.com

BOOKS

 Marketing research .CR KOTHARE

 Marketing Management. PHILIP KOTLER

61
 Annexure

Questioners

Name: -
E-mail: -
Contact: -
Organization Name: -
Date: -

Q1. How frequently do you purchase services from Total Advertising Solution Pvt.ltd?

1. Every Day
2. Every Week
3. Every Month
4. Every 4-6 Month
5. Once or Twice a Year

Rate Answer from 1 to 5

1. Strongly Agree
2. Agree
3. Neither Agree nor Disagree
4. Disagree
5. Strongly Disagree

62
Q2. The service of TAS is available at reasonable prize.

Q3. TAS provides high quality service.

Q4. We get high range of variety of services to select while purchasing from TAS.

Q5. TAS delivers the services on right time.

Q6. The discount/offers given by TAS are satisfactory

Rate your answer from 1 to 5

1. Most likely
2. Somewhat likely
3. Neutral
4. Somewhat unlikely
5. Unlikely

Q7. Would you recommend our service to other?

Q8. How likely are you to continue doing business with us?

63
Q9. How likely are you to use/purchase the services again?

Have you faced any problem while placing an order/receiving services if YES then-?

Q10. How many did you have to contact the office before the problem was corrected-?

1. Once
2. Twice
3. Three Times
4. More than three times
5. Problem is still unsolved

Rate your Answer from 1 to 5

1. Very Satisfied
2. Somewhat satisfied
3. Neutral
4. Somewhat Dissatisfied
5. Very Dissatisfied

Q11 How Satisfied you are with a service.

Q.12 How would you rate your overall satisfaction towards TAS.

Any Suggestion………………………

64