a study on customer relationship management -jemi

7/30/2019 A Study on Customer Relationship Management -Jemi

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ABSTRACT

Customer relationship management (CRM) is a widely implemented model for

managing a companys interactions with customers, clients, and sales prospects. It involves

using technology to organize, automate, and synchronize business processesprincipally

sales activities, but also those for marketing, customer service, and technical support. The

overall goals are to find, attract, and win new clients; nurture and retain those the company

already has; entice former clients back into the fold; and reduce the costs of marketing and

client service. Customer relationship management describes a company-wide business strategy

including customer-interface departments as well as other departments.

The primary objective of this project is to conduct a study on customer relationship

management at Jemi Cluster for the health care industry. The study can be carried through by

getting the feedback from the customers and compare those results with the expected results.

Population size : 330 Sample Size : 100

Sampling Technique : Convenience Sampling

Statistical Tools : Chi Square,Correlation,One way ANOVA Graphical Tools : Bar Charts, Pie Charts

By studying and comparing the perception of the customers of Jemi Cluster we can get

an effective relationship with the customers. It is important that to maintain a strong

relationship with customers. This will help Jemi Cluster to establish a reasonable share in the

market place.
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TABLE OF CONTENTS

CHAPTER

NOCHAPTERS

PAGE

NO

ACKNOWLEDGEMENT I

ABSTRACT II

1 INTRODUCTION 1

1.1 INDUSTRY PROFILE 5

1.2 COMPANY PROFILE 11

1.3 NEED FOR THE STUDY 20

1.4 OBJECTIVES 21

1.5 SCOPE OF THE STUDY 22

1.6 LIMITATIONS OF THE STUDY 24

2 REVIEW OF LITERATURE 25

3 RESEARCH METHODOLOGY

3.1 RESEARCH DESIGN 28

3.2 DATA SOURCES 28

3.3 RESEARCH INSTRUMENTS 29

3.4 ANALYTICAL TOOLS 29

4 DATA ANALYSIS AND INTERPRETATION

4.1 TABLES 30

4.2 CHARTS 30

4.3 STATISTICAL TOOLS 55

5 CONCLUSION

5.1 FINDINGS 61

5.2 SUGGESTIONS 63

5.3 CONCLUSION 64

APPENDIX

QUESTIONNAIRE

BIBLIOGRAPHY


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LIST OF TABLES

TABLE

NO.TITLE

PAGE

NO

4.1 Association Of Customers With Jemi Cluster 30

4.2 Kind Of Services That Customers Are Availing 31

4.3 Customers Who Had Availed The Same Services 32

4.4 Companies From Which Customers Have Availed The Same Services 33

4.5 Kind Of Services Customers Had Availed From Other Companies 34

4.6 Evaluation And Comparison Of The Services 35

4.7 Evaluation And Comparison Of The Services Provided By Jemi Cluster 36

4.8 Agreement To The Statements Given By The Customers 37

4.9 Evaluation Of Importance Given By Customers To The Attributes 38

4.10 Acceptance Of The Customers That They Encountered Problems 39

4.11 Promptness Of Jemi Cluster In Resolving The Customers Problems 41

4.12 Customers Who Suggested Changes During The Level Of Service 43

4.13 Nature Of Change Suggested By The Customers During Service Time 45

4.14Acceptance Of Customers Regarding Changes Made By The Company

According To Their Needs 47

4.15 Change Made By Jemi Cluster According To The Customers Needs 48

4.16 Ratings Given By Customers To The Overall Services Of Jemi Cluster 49

4.17 Customers Idea Of Availing Jemi Clusters Services In Future 51

4.18 Kind Of Services Which The Customers Wish To Avail For Jemi Cluster 52

4.19Reason For Not Availing The Services Of Jemi Cluster In Future By The

Customers 534.20 54


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LIST OF CHARTS

CHART

NO.TITLE

PAGE

NO

4.1 Association Of Customers With Jemi Cluster 30

4.2 Kind Of Services That Customers Are Availing 31

4.3 Customers Who Had Availed The Same Services 32

4.4 Companies From Which Customers Have Availed The Same Services 33

4.5 Kind Of Services Customers Had Availed From Other Companies 34

4.6 Evaluation And Comparison Of The Services 35

4.7Evaluation And Comparison Of The Services Provided By JEMI

CLUSTER 36

4.8 Agreement To The Statements Given By The Customers 37

4.9 Evaluation Of Importance Given By Customers To The Attributes 38

4.10 Acceptance Of The Customers That They Encountered Problems 40

4.11 Promptness Of JEMI CLUSTER In Resolving The Customers Problems 42

4.12 Customers Who Suggested Changes During The Level Of Service 44

4.13 Nature Of Change Suggested By The Customers During Service Time 46

4.14Acceptance Of Customers Regarding Changes Made By The Company

According To Their Needs 474.15 Change Made By JEMI CLUSTER According To The CustomersNeeds 48

4.16 Ratings Given By Customers To The Overall Services Of Jemi Cluster 49

4.17 Customers Idea Of Availing JEMI CLUSTERs Services In Future 51

4.18Kind Of Services Which The Customers Wish To Avail For JEMI

CLUSTER 52

4.19Reason For Not Availing The Services Of JEMI CLUSTER In Future By

The Customers 53

4.20Customers Who Suggested For The Improvement Of JEMI CLUSTERs

Services 54


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CHAPTER - I

INTRODUCTION

The biggest management challenge in the new millennium of liberalization and

globalization for a business is to serve and maintain good relationship with the king the

customer. In the past producers took their customers for granted, because at that time the

customers were not demanding nor had alternative source of supply or suppliers. But today

there is a radical transformation. The changing business environment is characterized by

economic liberalization, increasing competition, high consumer choice, demanding customer,

more emphasis on quality and value of purchase etc.

All these changes have made todays producer shift from traditional marketing to

modern marketing. Modern marketing calls for more than developing a product, pricing it,

promoting it and making it accessible to target customer. It demands building trust, a binding

force and value added relationship with the customers. The process of developing a

cooperative and collaborative relationship between the buyer and seller is called customer

relationship management shortly called CRM. The idea of CRM is to know the individual

customer intimately, so that the company has a customized product ready for him even before

he asks for it.

Customer relationship management is a combination of people, processes and

technology that seeks to understand a company's customers. It is an integrated approach to

managing relationships by focusing on customer retention and relationship development.

CRM has evolved from advances in information technology and organizational changes in

customer-centric processes. Companies that successfully implement CRM will reap the

rewards in customer loyalty and long run profitability. However, successful implementation is

elusive to many companies, mostly because they do not understand that CRM requires

company-wide, cross-functional, customer-focused business process re-engineering. Although


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a large portion of CRM is technology, viewing CRM as a technology-only solution is likely to

fail. Managing a successful CRM implementation requires an integrated and balanced

approach to technology, process, and people.

WHYCUSTOMER RELATIONSHIP MANAGEMENT FOR TODAY?

A satisfied customer in 10 years will bring 100 more customers to the company. It costs 7 times more to attract a new customer than to serve an old one. 20% of the companys loyal customers account for 80% of its revenues. (Paretos

principle).

The chances of selling to an existing customer are 1 in 2, the chances of selling to anew customer are 1 in 16.

BENEFITS OF CUSTOMER RELATIONSHIP MANAGEMENT

1. A CRM system consists of a historical view and analysis of all the acquired or to beacquired customers. This helps in reduced searching and correlating customers and to

foresee customer needs effectively and increase business.

2. CRM contains each and every bit of details of a customer, hence it is very easy fortrack a customer accordingly and can be used to determine which customer can be

profitable and which not.

3. In CRM system, customers are grouped according to different aspects according to thetype of business they do or according to physical location and are allocated to different

customer managers often called as account managers. This helps in focusing and

concentrating on each and every customer separately.

4. A CRM system is not only used to deal with the existing customers but is also useful inacquiring new customers. The process first starts with identifying a customer and

maintaining all the corresponding details into the CRM system which is also called an

Opportunity of Business. The Sales and Field representatives then try getting

business out of these customers by sophistically following up with them and

converting them into a winning deal. All this is very easily and efficiently done by an

integrated CRM system.


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5. The strongest aspect of Customer Relationship Management is that it is very cost-effective. The advantage of decently implemented CRM system is that there is very

less need of paper and manual work which requires lesser staff to manage and lesser

resources to deal with. The technologies used in implementing a CRM system are also

very cheap and smooth as compared to the traditional way of business.

6. All the details in CRM system is kept centralized which is available anytime onfingertips. This reduces the process time and increases productivity.

7. Efficiently dealing with all the customers and providing them what they actually needincreases the customer satisfaction. This increases the chance of getting more business

which ultimately enhances turnover and profit.

8. If the customer is satisfied they will always be loyal to you and will remain in businessforever resulting in increasing customer base and ultimately enhancing net growth of

business.

HOW TO INTRODUCE CRM IN THE COMPANY?

There are four key steps for putting one to one marketing program to work:

Step 1: Identify your customers

To launch a one to one initiative the company must be able to locate and contact a fair

number of customers or at least a substantial portion of its valuable customers. It is crucial to

know the customer details as much as possible, not just their names or address, but their

habits, preferences and so forth.

Step 2: Differentiating your customers

Customers are different in two principal ways; they represent different levels of value

and have different needs. Once the company identifies its customers differentiating them will

help the company to focus its efforts to gain the most advantage with the most valuable

customers.

Step 3: Interacting with the customer

Interaction is also a crucial component of a successful CRM initiative. It is important

to remember that interaction just not occur through marketing and sales channels, customer


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interact in many different ways with many different areas of the organization so to foster

relationship all the areas of the organization must be accessible to the customer.

Step 4: Customize your enterprises behaviour

Ultimately to lock a customer into a relationship a company must adapt some aspect of

its behavior to meet customers individually expressed needs this might mean mass

customizing a manufactured product or it might involve tailoring some aspect of the service

surrounding the product.


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1.4 RESEARCH OBJECTIVES

PRIMARY OBJECTIVE

To Study the Customer Relationship Management of Jemi Cluster in Chennai

SECONDARY OBJECTIVES

1. To compare the expectations of the customers of Jemi Cluster with the actual servicesdelivered by the company.

2. To identify the customers opinion on Jemi Cluster resolution of complaints.3. To determine the customers satisfaction on Jemi Cluster services and their intention

towards availing of Jemi Cluster services in future.


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HYPOTHESIS:

A supposition or proposed explanation made on the basis of limited evidence as a

starting point for further investigation.

TESTING OF HYPOTHESIS

Test of hypothesis are of two types

NULL HYPOTHESIS ALTERNATE HYPOTHESIS

NULL HYPOTHESIS: H0

The null hypothesis asserts that there is no true difference between assumed and actual

value of the parameter.

ALTERNATE HYPOTHESIS: H1

The hypothesis that is different from or complementary to the null hypothesis is the

Alternate hypothesis.


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CHAPTERII

REVIEW OF LITERATURE

2.1 Reports of previous studies done in the same area:

Ernst Holger,

Hoyer, Wayne D.Krafft, ManfredKrieger, Katrin (2011)1.In this article

authors says that Customer Relationship Management (CRM) is widely accepted as an

effective approach for collecting, analyzing, and translating valuable customer information

into managerial action. CRM's potential to aid in future new product development (NPD) has

been neglected. Authors developed a conceptual framework in which multiple facets of CRM

are linked to new product and company performance.Authors provide evidence that CRM has

a positive effect on new product performance.

Battor &Moustafa (2010)2.In this article authors examine the direct impact of both CRM and

innovation on firm performance.They support the fact that there is a direct impact of CRM

and innovation on performance.Also, the findings indicate that the indirect effect of CRM on

firm performance through innovation is significant.These results reinforce the view that

developing closerelationshipswithcustomersenhances a firm's ability to innovate.Jeff Solomon (2010)3.In this article the author says that it is necessary to understand the

unique differences between B2B and B2C CRM. All CRM systems are not created equal.

1Customerrelationshipmanagementand company performance-the mediating role of new product

performanceJournal of the Academy of Marketing Science;Apr2011, Vol.39 Issue 2.2The impact of customer relationship management capability on innovation and performance

advantagesJournal of Marketing Management; Aug 2010, Vol.26 Issue 9/10.


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However, it's crucial to understand the differences between B2B and B2C CRM in light of

each company's individual requirements. He also says that CRM solutions have a long history

of helping B2B marketers achieve greater ROI from their leads. He also says that marketers

should form CRM strategy that is suitable for a B2B form of busine

Steve Greechie(2009)4. This article is about how CRM is essential for services marketing and

how it helps service industries to retain their customers. Author tries to say that, the services

offer unique CRM opportunities to get to know and retain the customer. He identified three

universal facts about nature of service like inseparability, intangibility and non

standardization. He explains how CRM helps to meet customer expectations and creates word-

of-mouth. He also says that an effective CRM leads to customization of products and

predicting Customer behavior.

Helgesen(2006)5. In this article the authors says that Customerloyalty is supposed to be

positively related to profitability.The link between satisfaction, loyalty and profitability is

perceived to be so self-evident that the relationship often is taken for granted.Here the focus is

on the individualcustomerwith respect to the links between customersatisfaction, customer

(action) loyalty andcustomerprofitability.They provided a fact that

moreloyalacustomertends to be, the highercustomerprofitability is obtained.Adrian Payne & Pennie Frow (2005)6.In this article, the authors develop a conceptual

framework for customer relationship management (CRM) that helps broaden the

understanding of CRM and its role in enhancing customer. The authors emphasize the need for

a cross-functional, process-oriented approach that positions CRM at a strategic level. They

identify five key cross-functional CRM processes: a strategy development process, a value

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creation process, a multichannel integration process, an information management process, and

a performance assessment process.

Werner Reinartz, Manfred krafft and wayne D. Hoyer (2004)7.An understanding of how to

manage relationships with customers effectively has become an important topic for both

academicians and practitioners in recent years.However, the existing academic literature and

the practical applications of customer relationship management (CRM) strategies do not

provide a clear indication of what specifically constitutes CRM processes.In this study, the

authors

(1) conceptualize a construct of the CRM process and its dimensions,

(2) Operationalize and validate the construct, and (3) empirically investigate the organizational

performance consequences of implementing CRM processes.The first key outcome is a

theoretically sound CRM process measure that outlines three key stages:initiation,

maintenance, and termination.The second key result is that the implementation of CRM

processes has a moderately positive association with both perceptual and objective company

performance.

Verhoef, Peter C(2003)8.investigates the differential effects of

customerrelationshipperceptions andrelationship marketing instrumentson customerretention

over a period of time. Author says thatcustomerrelationshipperceptions are considered

evaluationsofrelationshipstrength and a supplier's offerings. Finally he states that firms can

usesome strategies like loyalty programs to affectcustomerretention.


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2.1 INDUSTRY PROFILE:

Introduction:

The software industry includes businesses involved in the development, maintenance

and publication of computer software using any business model. The industry also includes

software services, such as training, documentation, and consulting and outsourcing those

business models.

History:

The word "software" had been coined as a prank by at least 1953, but did not appear in

print until the 1960s. Before this time, computers were programmed either by customers, or

the few commercial computer vendors of the time, such as UNIVAC and IBM. The first

company founded to provide software products and services was Computer Usage Company

in 1955. The software industry expanded in the early 1960s, almost immediately after

computers were first sold in mass-produced quantities. Universities, government, and business

customers created a demand for software. Many of these programs were written in-house by

full-time staff programmers. Some were distributed freely between users of a particular

machine for no charge. Others were done on a commercial basis, and other firms such as

Computer Sciences Corporation (founded in 1959) started to grow. The computer-makers
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started bundling operating systems software and programming environments with their

machines.

The industry expanded greatly with the rise of the personal computer in the mid-1970s,

which brought computing to the desktop of the office worker. In subsequent years, it also

created a growing market for games, applications, and utilities. DOS,Microsoft's first

operating system product, was the dominant operating system at the time.In the early years of

the 21st century, another successful business model has arisen for hosted software, called

software as a service, orSaaS,this was at least the third time this model had been attempted.

SaaS reduces the concerns about software piracy, since it can only be accessed through the

Web, and by definition no client software is loaded onto the end user's PC.

Software sectors: The Global Scenario

There are several types of businesses in the software industry. Infrastructure software,

including operating systems, middleware and databases, is made by companies such as

Microsoft, IBM, Sybase,EMC, Oracle and VMWare. Enterprise software, the software that

automates business processes in finance, production, logistics, sales and marketing, is made by

Oracle, SAP AG , Sage and Infor. Security software is made by the likes ofSymantec, Trend

Micro and Kaspersky. Several industry-specific software makers are also among the largest

software companies in the world: SunGard, making software for banks, Black Board making

software for schools, and companies like Qualcomm or Cyber Vision making software for

telecom companies. Other companies do contract programming to develop unique software for

one particular client company i.e outsourcing, or focus on configuring and customizing suites

from large vendors such as SAP or Oracle.

Leading companies: Mindshare and Marketshare

In terms of technology leadership, the software industry has long been led by IBM.

However, Microsoft became the dominant PC operating system supplier. Other companies that

have substantial mindshare (not: marketshare) in the software industry are SUN Microsystems,

the developer of the Java platform (purchased by Oracle in 2010), Red Hat, for its open source
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momentum, and Google for its Google Docs. However in terms of revenues coming from

software sales, the software industry is clearly dominated by Microsoft, since inception.

Microsoft products are still sold in largest number across the globe.

Size of the industry:

According to market researcher DataMonitor, the size of the worldwide software

industry in 2008 was US$ 303.8 billion, an increase of 6.5% compared to 2007. Americas

account for 42.6% of the global software market's value. DataMonitor forecasts that in 2013,

the global software market will have a value of US$ 457 billion, an increase of 50.5% since

2008.

Software Magazine's Top 10 ranking of 2011:

1. International Business Machine2. Oracle Corporation3. Accenture4. Google5. Yahoo6.

HP

7. Symantec8. Capgemini9. Computer Sciences Corporation

INDIA IT INDUSTRY:

The Indian information technology (IT) industry has played a major role in placing India on

the international map. The industry is mainly governed by IT software and facilities for instance

System Integration, Software experiments, Custom Application Development and Maintenance

(CADM), network services and IT Solutions. According to Nasscom's findings Indian IT-BPO industry

expanded by 12% during the Fiscal year 2009 and attained aggregate returns of US$ 71.6 billion. Out

of the derived revenue US$ 59.6 billion was solely earned by the software and services division.
http://en.wikipedia.org/wiki/International_Business_Machinehttp://en.wikipedia.org/wiki/Oracle_Corporationhttp://en.wikipedia.org/wiki/Accenturehttp://en.wikipedia.org/wiki/Googlehttp://en.wikipedia.org/wiki/Yahoohttp://en.wikipedia.org/wiki/HPhttp://en.wikipedia.org/wiki/Symantechttp://en.wikipedia.org/wiki/Capgeminihttp://en.wikipedia.org/wiki/Computer_Sciences_Corporationhttp://en.wikipedia.org/wiki/Computer_Sciences_Corporationhttp://en.wikipedia.org/wiki/Capgeminihttp://en.wikipedia.org/wiki/Symantechttp://en.wikipedia.org/wiki/HPhttp://en.wikipedia.org/wiki/Yahoohttp://en.wikipedia.org/wiki/Googlehttp://en.wikipedia.org/wiki/Accenturehttp://en.wikipedia.org/wiki/Oracle_Corporationhttp://en.wikipedia.org/wiki/International_Business_Machine


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Moreover, the industry witnessed an increase of around US$ 7 million in FY 2008-09 i.e. US$ 47.3

billion against US$ 40.9 billion accrued in FY 2008-09.

IT Outsourcing in India:

As per NASSCOM, IT exports in business process outsourcing (BPO) services attained

revenues of US$ 48 billion in FY 2008-09 and accounted for more than 77% of the entire software and

services income. Over the years India has been the most favorable outsourcing hub for firm on a

lookout to offshore their IT operations. The factors behind India being a preferred destination are its

reasonably priced labor, favorable business ambiance and availability of expert workforce. Considering

its escalating growth, IBM has plans to increase its business process outsourcing (BPO) functions in

India besides employing 5,000 workforces to assist its growth.

In the next few years, the industry is all set to witness some multi-million dollar agreements namely:

A 5 year agreement between HCL Technologies and News Corp for administering itsinformation centers and IT services in UK. As per the industry analysts, the pact is

estimated to be in the range of US$ 200-US$ 250 million

US$ 50 million agreement between HCL Technologies and Meggitt, UK-based securityapparatus manufacturer, for offering engineering facilities.

Global giant Walmart has short listed their Indian IT dealers namely Cognizant TechnologySolutions, UST Global and Infosys Technologies for a contract worth US$ 600 million

India's domestic IT Market:

India's domestic IT Market over the years has become one of the major driving forces of the

industry. The domestic IT infrastructure is developing contexts of technology and intensity of

penetration.

In the FY 2008-09, the domestic IT sector attained revenues worth US$ 24.3 billion as

compared to US$ 23.1 billion in FY 2007-08, registering a growth of 5.4%. Moreover, the increasing

demand for IT services and goods by India Inc has strengthened the expansion of the domestic market

with agreements worth rising up extraordinarily to US$ 100 million. By the FY 2012, the domestic

sector is estimated to expand to US$ 1.7 billion against the existing from US$ 1 billion.

Government initiative in India's domestic IT Market:


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The computer software industry, unlike the more traditional manufacturing and

services industries, is coping with the current gloomy economic climate as best it can by

concentrating on transforming interesting ideasinto novel technology, must-have applications,

and competitive maneuvering rivals. Profits may be down at the moment but expectations,

whether for companies like Microsoft, Apple, and IBM or Intel, Symantec and Oracle, remain

quite high.Remond, WA-based software giant Microsoft is currently battling the European

Commission over inclusion of its Internet Explorer web browser in operating system software.

Additional issues facing the computer software industry are piracy, a crime which may

lessen once software applications are more often found and used on the Internet and are not

available on individual computers; portability, the transferability of software among operating

systems

Future of software industry:

Hardware, software, and people are the three basic ingredients of enterprise business

technology. They provide the enterprise with an economic advantage through automated and

improved business processes, increased employee productivity, and more accurate and precise

information. The relationship between these three components has evolved over time. In the

business technology era, we predict that managing the third part of the equation people

will emerge as the dominant focus. As software applications become business services, the

cost of human resources producing, operating, and managing software will soon be prohibitive

and the new focal point.


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2.2 COMPANY PROFILE

Company profile:

Jemi started at 2000, is a leading technology driven organization with over a decade standing,

backed by a strong R&D to keep pace with the fast growing and latest technologies in the

areas of Information Technology & Embedded Systems

We, Jemiis a professionally organized Design & Development House specialized in

providing innovative software solutions. We are concentrating on Multi DomainVertical

Segment, diversified technologies and have gained versatile experience over the decades. We

are focused on executing hi-end technology services & solutions to our clients as well as

students.

As a part of the projects & development training, we offer Projects keeping in view the

latest emerging trends and technologies under Parallel Development Process.

We play a Dual Positive Role by satisfying the academic requirements and as well as

giving the necessary training in Software Design and Development which enables you to meet

the industrial requirements with a wider knowledge and a greater confidence.


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Jemi Cluster is a team of qualified professionals passionate about programming, design,

technology and analysis. We have also built a network of highly devoted technology people

and that helps us find exact solutions for you.

We strive to deliver excellence by

Implementing Innovative Ideas. Delivering Cost Effective Solutions. Being a trustworthy and fair business partner. Maintaining Quality Standards.

We pride ourselves especially in our ability to deliver precise solutions within the

stipulated time-limit and budget and provide support after delivery.

Jemi Cluster global presence combined with offshore delivery Network delivers

business and technology expertise to help organizations foster innovation and leverage leading

edge technologies for business improvement. By offering innovative yet flexible solutions

combined with a solid delivery backbone, Jemi Cluster can work collaboratively with clients

thereby providing high-value approach to your Outsourcing Strategy.

The Executive leaders are the biggest asset of the organization. We push boundaries

within clear goals. Our team works from a disciplined plan, agreed upon and followed

through. We work together efficiently, economically, and constantly.

With well over a rich experience of these executives, the organization is capable handling

classes, training, projectsboth simple & Complex

The up to date Software, Electronics and hardware infrastructure, the well stocked

libraries, professional work culture and the product manuals are providing guidelines for every

facet of the training and development activity and gives the executives an ambience to be

highly efficient and productive


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We respect, admire and love the talents of our co-workers and draw on them in our

pursuits. We challenge one another in efforts to serve our clients, always seeking and

encouraging the next great idea.

CONSISTENT PERFORMANCE AND SUSTAINED GROWTH IS PROOF ENOUGH

OF OUR CAPABILITIES

Deep understanding of business principles

Our cumulative knowledge of business and technology helps us arrive at practical (yet

aesthetic) solutions that are business result oriented. We have the know-how to develop

solutions like building-blocks that can be seamlessly integrated to expand to meet your

growing needs.

Technological strengths

Our technological expertise spans breadth and depth. Capitalizing on our design strengths,

we develop solutions that are not just robust, secure and functionally correct; they come with

the added advantage of aesthetic and user-friendly interfaces. Our repertoire includes

customized solutions, customizations of third party and open source software and migrations.

Commitment to quality

Our development methodology takes quality checks completely into its folds. We

consciously invest time and efforts to deliver solutions that are have been thoroughly vetted

for quality parameters. We balance delivery schedules, costs of development and quality

without compromising on any of them.

Perfection in design principles

Our commitment to deliver quality solutions that surpasses customer expectation, begins

early in the project life cycle i.e in the design phase. Our scientific approaches to design


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coupled with close user interactions and walk-thru, eliminate design glitches which could

prove very expensive, if discovered later. This coupled with practical and intuitive inputs, we

include attributes to enhance user-experiences, easy maintainability and scalability, at this

early stage itself. Indeed, small acorns grow into great oaks!

About Us

Web development outsourcing is a recent trend in the offshore outsourcing arena, At Jemi

Cluster, our solutions are designed around what our clients, our long term strategic partners,

require and not revolve around what we have. Our solutions are custom designed and business

productive. Today a large number of companies worldwide are outsourcing big small web

development projects to India.

OUR MISSION

Our mission is to emerge and propel as an international identity on the basis of our renowned

solutions, while we continue to grow. We strive to deliver excellence by

Implementing Innovative Ideas Delivering Cost Effective Solutions Being a trustworthy and fair business partner Maintaining Quality Standards


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SERVICES PROVIDED BY THE JEMI CLUSTERS:

Web Services


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Website Design

Website Redesign

Website Maintenance

Website Hosting

Website Development

Content Management System

Design Services


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Logo Design

Stationary Design

Brochure Design

Content Management System

Professional Service


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Core Consultant Services

Software Development

Project ManagementMan Power Recruitment

ERP, CRM Software

HRM Practice

ISO Promoters

Business Outsourcing

Our Services


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Bulk SMS Software

Bulk Email Software

Training And Placement Services

Offshore Outsourcing

E-Commerce Development

Domain Name Registration

Clients


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CHAPTER


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RESEARCH METHODOLOGY

Research methodology is one of the main aspects of very research. This explains how

the researcher conducts this project. The word research indicates the mode or the way of

accomplishing an end. The modern world is full of scientific inventions and seeks a scientific

outlook to everything. Any scientific approach should have a method or outline to be followed

to attain a particular goal. Through methodological, systematic procedure, we can think of

accuracy and clear cut conclusion. There is no discipline without methodology. The

methodology adopted in this study is discussed below in brief.

3.1 RESEARCH DESIGN:

A research design is the arrangement of conditions for the collection and analysis of

data in a manner that aims to combine relevance to the research purpose.

RESEARCH STUDY

Descriptive type of research has been adopted for this research and description of a

phenomenon or characteristics associated with the population are also dealt with.

3.2 STATISTICAL TOOLS USED:

Chi Square, Correlation, One way ANOVA.

3.3 SAMPLE SIZE:

The sample method is used for the research is a Judgmental sampling method.

Universe Size is 330

Sample Sizeis 100

RESEARCH INSTRUMENT

The researcher constructed a structured questionnaire for data collection.

3.3 AREA OF THE STUDY:


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Area studies are interdisciplinary fields of research and scholarship pertaining to

particular geographical, national/federal, or cultural regions. The term exists primarily as a

general description for what are, in the practice of scholarship, many heterogeneous fields of

research, encompassing both the social sciences and the humanities. Typical area studies

programs involve history, political science, sociology, cultural studies, languages, geography,

literature, and related disciplines.

The study is conducted in marketing department of Jemi Cluster in Chennai. Jemi

Cluster has customers from all over the India.

3.4 METHOD OF COLLECTION OF DATA:

Primary DataPrimary data is collected through Questionnaire.

Secondary DataConsiderable data has also been taped from previous research papers, articles and

newspapers were also referred.

LIMITATIONS OF THE STUDY:

1. Time is one major constraint, which limits the effective data collection.2. Non-availability of data collection from customers of Jemi Cluster that is resident of

foreign countries.

3. Customers of Jemi Cluster who are clients were only been asked to fill thequestionnaire.

4. Reliability and accuracy of the analysis depends on the respondents openness andtrueness towards each question in the questionnaire.

5. This research outcome may not be suitable for any other IT service sector.
http://en.wikipedia.org/wiki/Interdisciplinaryhttp://en.wikipedia.org/wiki/Geographyhttp://en.wikipedia.org/wiki/Nationhttp://en.wikipedia.org/wiki/Federal_governmenthttp://en.wikipedia.org/wiki/Culturehttp://en.wikipedia.org/wiki/Social_scienceshttp://en.wikipedia.org/wiki/Humanitieshttp://en.wikipedia.org/wiki/Historyhttp://en.wikipedia.org/wiki/Political_sciencehttp://en.wikipedia.org/wiki/Sociologyhttp://en.wikipedia.org/wiki/Cultural_studieshttp://en.wikipedia.org/wiki/Languageshttp://en.wikipedia.org/wiki/Geographyhttp://en.wikipedia.org/wiki/Literaturehttp://en.wikipedia.org/wiki/Literaturehttp://en.wikipedia.org/wiki/Geographyhttp://en.wikipedia.org/wiki/Languageshttp://en.wikipedia.org/wiki/Cultural_studieshttp://en.wikipedia.org/wiki/Sociologyhttp://en.wikipedia.org/wiki/Political_sciencehttp://en.wikipedia.org/wiki/Historyhttp://en.wikipedia.org/wiki/Humanitieshttp://en.wikipedia.org/wiki/Social_scienceshttp://en.wikipedia.org/wiki/Culturehttp://en.wikipedia.org/wiki/Federal_governmenthttp://en.wikipedia.org/wiki/Nationhttp://en.wikipedia.org/wiki/Geographyhttp://en.wikipedia.org/wiki/Interdisciplinary


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CHAPTERIV

DATA ANALYSIS AND INTERPRETATIONS

Table 1. Showing the association of customers with Jemi Cluster

Particulars No of Respondents Percentage %

20-30 years 35 35

30-40 years 28 28

40-50 years 24 24

Above 50 years 13 13

Total 100 100

Chart 1. Showing the association of customers with Jemi Cluster

Inference:

The above chart shows that 35% of the respondents are at the age of 20-30yrs, 28% of the respondents

are at the age group of 30-40yrs, 24% of the respondents are at the age group of 40-50yrs and 13% of

the respondents are above 50yrs.

Table 2. Showing Gender Of The Respondents


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Male 62 62

Female 38 38

Total 100 100

Chart 2.Showing Gender Of The Respondents

Inference:

The above chart shows that 62% of the respondents are male and 38% of the respondents

are female.


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Table 3.Showing Education Qualification Of The Respondents


Graduate 40 40

Post Graduate 26 26

ITI 18 18

Diploma 6 6

Others 10 10

Total 120 100

Chart 3. Showing Education Qualification Of The Respondents

Inference: The above chart shows that 40% of the respondents are graduates, 26% of the

respondents are Post graduates, 32% are diplomaITI, 10% have other qualifications and the

remaining 6% of the respondents have diploma as their qualification.


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Table 4. Showing Income of the respondents

Particulrs Respondents Percentage %

Below 10,000 18 18

20,000-30,000 38 38

30,000-40,000 28 28

40,000-50,000 10 10

Above 50,000 6 6

Total 100 100

Chart 4. Showing Income of the respondents

Inference:

The above chart shows that 38% of the respondents have 20k30k salary, 28% of the

respondents have 30k-40k salary, 18% of the respondents have asalary below 10k, 10% of the

respondents have 40k-50k salary and the remaining 6% of the respondents have a salary of

above 50k.


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Table 5. Showing the association of customers with Jemi Cluster

Chart 5. Showing the association of customers with Jemi Cluster

Inference:

The above chart shows that 36% of customers are availing services from Jemi Cluster

for more than 2 years to less than 3 years, 28% are availing services for about1-2 years,

18% are availing services from Jemi Cluster for about2-3 years and 18% are availing

services from more than3 years. Hence, the service lag has been there that has to be

improved with customers of Jemi Cluster.

Years Respondents Percent

3years 18 18

Total 100 100.0


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Table 6. Showing the kind of services that customers are availing from Jemi Cluster.

Chart 6. Showingthekind of services that customers are availing from Jemi Cluster.

Inference:

The above chart shows that 44% of the customers are availing Web Development Services,

30% of the customers are availing Software services, 18% of the customers are availing

employee Business Consulting services, and 8% of the customers are availing Placements &Executive researchfrom Jemi Cluster. Hence, Placement and Executive research avenues are

to be improved to higher level such that it can also facilitate CRM.

Services availed Respondents Percent

Software Services 30 30

Business Consulting 18 18

Placements & Executive search 8 8

Web Development Services44 44

Total 100 100.0


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Table 7. Showing the customers who had availed the same services from other companies

Chart 7. Showing the customers who had availed the same services from other

companies

Inference:

The above chart shows that 65% of the customers have availed the services from

other companies and 35% of the customers have not availed the services from any othercompanies and be loyal to Jemi Cluster. Hence, the majority of 65% has to be tapped

back to Jemi Clusterservices by improving the CRM mechanism.

Particular Respondents Percent

Yes 65 65.0

No 35 35.0

Total 100 100.0


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Table 8.Showing the companies from which customers have availed the same services.

Chart 8.Showingthe companies from which customers have availed the same service

Inference:

The above chart shows that 47% of the customers have availed the services from Kumaran

Systems, 33% have availed services from Photon InfoTech and 20% have availed the

services from other companies.


Photon InfoTech 33 33

Kumaran Systems 47 47

Others 20 20

Total 100 100


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Table 9. Showing the kind of services customers had availed from other companies

Chart 9.Showing the kind services customers had availed from other companies

Inference:


Software Services 30 30

Business Consulting 23 23

Placements & Executive Search 47 47

Total 100 100


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The above chart shows that 47% of the customers have availed Placement &

Executivesearch services, 30% of the customers have availed Software Servicesand 23%

of the customers have availed business consulting services from other companies.

Table 10.Showing the evaluation and comparison of the services provided by Jemi ClusterTechnologies against the services provided by other companies

Attributes related to service delivery Evaluation of customers response by

comparing JEMI CLUSTERs service

delivery with other companies

Personnel 2.5

Timely communication 2.3

Customized solution 2.2

Post-delivery guidance 1.89

Consistency in service quality 1.89

Promptness 1.84

Grievance Redressal 1.84

Honoring deadliness 1.82

Price 1.79

Weights: 1- worse than JEMI CLUSTER, 2- same as JEMI CLUSTER, 3- better than

JEMI CLUSTER


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Chart 10. Showing the evaluation and comparison of the services provided by JEMI

CLUSTER against the services provided by other companies

Inference:

The above graph shows that personnel, timely communication and customized solutions

are the attributes in which other companies are better than JEMI CLUSTER. Post

delivery guidance, consistency in service quality, promptness, grievance redressal,

honoring deadliness and price are the attributes in which JEMI CLUSTER is better than

other companies.


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Table 11.Showing the evaluation and comparison of the services provided by JEMI

CLUSTER against the services provided by major competitors (Photon InfoTech and

Kumaran Systems)

Attributes related to service delivery Evaluation of customers response by

comparing JEMI CLUSTERs service delivery

with Photon InfoTech& Kumaran Systems

Customized solutions 2.3

Personnel 2.22




Promptness 1.76

Post delivery guidance 1.73

Price 1.7

Grievance redressal 1.7

Weights: 1- worse than JEMI CLUSTER, 2- same as JEMI CLUSTER, 3- better than

JEMI CLUSTER


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Chart 11.Showing the evaluation and comparison of the services provided by JEMI

CLUSTER against the services provided by major competitors (PHOTON INFOTECH

& KUMARAN SYSTEMS)

Inference:

The above graph shows that customized solutions, personnel, timely communication,

honoring deadliness are the attributes in which Photon InfoTech and Kumaran

Systemsare better than JEMI CLUSTER. Promptness, post delivery guidance, price,

grievance redressal are the attributes in which JEMI CLUSTER is better than Photon

InfoTech and Kumaran Systems.


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Table 12.Showing the evaluation of the agreement to the statements given by the customers

which are related to JEMI CLUSTER

Statements that are related to JEMI

CLUSTER

Evaluation of the agreement to the

statements given by the customers that are

realted to JEMI CLUSTER

Adequate staff are provided by Jemi Cluster

for service delivery

3.4

Solutions provided are matching to the

requirements

3.2

Communication is made in time 3.1

Staff are trained to handle the assignment 1.8

Service delivery is prompt 1.8

Staff are knowledge 1.79

Staff are polite and understanding 1.76

Fee charged is reasonable 1.6

The service promised was fully deliverd 1.6

Information is provided adequately 1.58

Process of service was clearly explained 1.59

Weights: 1- strongly agree, 2- agree, 3- neither agree nor disagree, 4- dis agree, 5- strongly

disagree


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Chart 12.Showing the evaluation of the agreement to the statements given by the customers

which are related to JEMI CLUSTER

Inference:

The above graph shows that adequate staff provided by the company, customized solutions

provided by the company and timely communication are the statements where customers

disagree and rest of statements are agreed by the customers.


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Table 13. Showing the evaluation of importance given by customers to the attributes that are

related to service delivery

Attributes related to service delivery Evaluation of importance given by

customers to the attributes that are relatied to

service delivery


Price 1.2


Customized solutions 1.48


Personnel 2.4

Promptness 2.7

Post delivery guidance 2.7

Griveance redressal 3.2

Weights: 1- most important, 2- important, 3- neither important nor unimportant, 4-unimportant, 5- most unimportant


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Chart 13. Showing the evaluation of importance given by customers to the attributes that are

related to service delivery

Inference:

The above graph shows that consistency in service quality, price, honoring deadliness,

customized solutions and timely are the attributes which are considered as most important.

Personnel, promptness, post delivery guidance are the attributes which are considered as

important. Only griveance redressal was considered as neither important or unimportant.


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Table 14. Showing the acceptance of the customers that they encountered problems during

service time

Particular Responden

ts

Percent

Yes 86 86

No 14 14

Total 100 100

Chart 14. Showing the acceptance of the customers that they encountered problems during

service time.

Inference:

The above chart shows that 14% of the customers have encountered problem during the

service time and 86% of the customers did not encountered any problem during the service

time. Hence, Software trouble shooting and testing section are to be improved with

reliability.


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Table 15. Showing the customers who suggested changes during the level of service

Chart 15.Showing the customers who suggested changes during the level of service

Inference:

The above chart shows that 95% of the customers suggested changes during the level of

service and 5% of them did not suggest any change during the level of service delivery.

Hence, It is good news that programmer had programmed to the customer satisfaction to their

better expertise. This has to be appreciated.

Particulars Respondents Percent

Yes 5 5

No 95 95

Total 100 100


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Table 16.1showing the customers who encountered problems during service time

Chart 16.1 Showing the customers who encountered problems during service time

Inference:

The above chart shows that 68% of the customers have encountered problems during service

time and 32% have notencountered problems during service time.


Yes 68 68

No 32 32

Total 100 100


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Table 16.2 showing the how promptly the problem was solved

Chart 16.2 showing the how promptly the problem was solved

Inference:

The above chart shows that 34% of customers had encountered problems while availing

services and the problem has been immediately resolved for 55% of customers and for the

rest it was still unresolved.


Promptly 55 55

Slowly 34 34

Still unsolved 11 11

Total 100 100


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Table 17.showing the nature of change suggested by the customers during service time

Chart 17. Showing the nature of change suggested by the customers during service time

Inference:

The above chart shows that 68% of the customers have suggested JEMI CLUSTER to change

their communication process and 32% have suggested submitting the application forms of the

applicants regarding placement and executive search.


Communication 68 68

Submission of

application forms 32 32

Total 100 100


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Table 18. Showing the acceptance of customers regarding changes made by the company

according to their needs

Chart 18. Showing the acceptance of customers regarding changes made by the company

according to their needs

Inference:

The above table shows that 95% of the customers who suggested changes during the level of

service delivery have accepted that the company has changed according to their needs. This

signifies the lack of acceptance of suggestion of 5% in the product and not taken care for the

product up gradation.


Yes 95 95

No 5 5

Total 100 100


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Table 19. Showing the change made by JEMI CLUSTERaccording to the customers needs

Chart 19.Showing the change made by JEMI CLUSTERaccording to the customers needs

Inference:

The above table shows that 54% of the customers who suggested changes during the level of

service time accepted that the company has changed partially according to their needs and

remaining 46% of the customers who suggested changes during the level of service time

accepted that the company has changed fully.


Partially changed 54 54

Fully changed

46 46

Total 100 100


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Table 20. Showing the ratings given by customers to the overall services of Jemi Cluster.


Excellent 9 9

Good 66 66

Fair 25 25

Total 100 100

Chart 20. Showing the rating given by customers to the overall services of Jemi

ClusterTechnologies.

Inference:

The above chart shows that 66% of the customers have rated Jemi Clusters services as good,

25% of the customers rated services as fair, and 9% of the customers have rated services as

excellent.


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Table 21.Showing the customers idea of availing JEMI CLUSTERs services in future

Particulars Respondents Percentage

idea of future purchase most likely 34 34

likely 55 55

not sure 11 11

Total 18 100

Chart 21.Showing the customers idea of availing Jemi Clusters services in future

Inference:

The above graph shows that 55% of the respondents are likely to avail Jemi Clusters service

in future, 34% ofthe respondents are most likely to avail Jemi Clusters service in future and

the remaining 11% of the respondents are not sure to avail Jemi Clusters service in future.


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Table 22. showing the kind of services which the customers wish to avail for JEMI

CLUSTER

Chart 22.Showing the kind of services which the customers wish to avail for JEMI

CLUSTER

3 years Total

Software Services 7 8 10 7 32

Business Consulting 7 6 9 6 28

Placement & Executive Search 0 0 7 6 13

Web Development Services 9 13 10 11 43

Total 23 27 36 27 100


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Inference:

The above graph shows that among 23 customers who are availing services from JEMI

CLUSTER for less than 1 year, 7 of them wish to avail Software Services, another 7 of them

wish to avail employee Business Consulting and 9 of them wish to avail Web Development

Services from the company. Among 27 customers who are availing services from JEMI

CLUSTER for more than 1 year, 8 of them wish to avail Software Services, 6 of them wish

to avail employee Business Consulting and 13 of them wish to avail Web Development

Services from the company. Among 36 customers who are availing services from JEMI

CLUSTER for more than 2 years, 10 of them wish to avail Software Services, 9 of them wish

to avail employee Business Consulting, 7 of them wish to avail Placement & Executive

Searchand 10 of them wish to avail Web Development Services from the company. Among

27 customers who are availing services from JEMI CLUSTER for more 3 years, 7 of them

wish to avail Software Services, 6 of them wish to avail employee Business Consulting,

another 6 wish to avail Placement & Executive Searchand 11 of them wish to avail Web

Development Services from the company.


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Table 23.showing the customers who suggested for the improvement of JEMI CLUSTERs

services

Chart 23.Showingthe customers who suggested for the improvement of JEMI CLUSTERs

services

Inference:

The above chart shows that 61% of the customers have given suggestions to JEMI

CLUSTER for improving their services and 38% did not give any suggestions to the

company regarding product development on services.


Yes 38 38

No 61 61

Total 100 100


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ANALYSIS USING KARL PEARSONSCORRELATION

Correlation analysis is the statistical tool used to measure the degree to which two variables

are linearly related to each other. Correlation measures the degree of association between two

variables.

Null hypothesis(Ho):

There is positive relationship between overall service and avail the service in

future.

Alternate hypothesis(H1):

There is negative relationship between overall service and avail the service in

future.

Correlations

overall services

avail the services

of Jemi Cluster

in future

overall services Pearson Correlation 1 -.146

Sig. (2-tailed) .149

N 100 100

avail the services of Jemi

Cluster in future

Pearson Correlation -.146 1

Sig. (2-tailed) .149

N 100 100

= -0.146

INFERENCE

Since r is negative, there is negative relationship between overall service and avail the service

in future.


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CHI- SQUARE TEST I(2)

Chi-square is the sum of the squared difference between observed (o) and the expected (e)

data (or the deviation, d), divided by the expected data in all possible categories.

Null hypothesis(Ho):

There is no significant difference between problem encounter with the system

and any changes to be made in the level of service.

Alternate hypothesis(H1):

There is significant difference between problem encounter with the system and

any changes to be made in the level of service.

Expected frequency = Row Total * Column Total

Grand Total

Case Processing Summary

Cases

Valid Missing Total

N Percent N Percent N Percent

encounter any problem *

suggest any changes to be

made in the level of

service

100 100.0% 0 .0% 100 100.0%


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Chi-Square Tests

Value df

Asymp. Sig.

(2-sided)

Exact Sig. (2-

sided)

Exact Sig. (1-

sided)

Pearson Chi-Square 6.748a 1 .009

Continuity Correction 5.394 1 .020Likelihood Ratio 8.624 1 .003

Fisher's Exact Test .011 .006

Linear-by-Linear

Association

6.680 1 .010

N of Valid Cases 100

a. 0 cells (.0%) have expected count less than 5. The minimum expected count is 5.72.

b. Computed only for a 2x2 table


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Calculated value = 6.748

Tabulated value = 3.471

Z = Z cal


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ONE-WAY ANOVA CLASSIFICATION

Null hypothesis (Ho):

There is a significance difference between time period to associate with Jemi

Clusterand avail the service from other company.

Alternate hypothesis (H1):

There is no significance difference between time period to associate with Jemi

Clusterand avail the service from other company.

Descriptive

N Mean

Std.

Deviation Std. Error

95% Confidence Interval for

Mean

Minimum MaximLower Bound Upper Bound

yes 60 2.65 .850 .105 2.44 2.86 1

no 40 2.62 .779 .134 2.35 2.89 1

Total 100 2.64 .823 .082 2.48 2.80 1

ANOVA

Sum of

Squares df Mean Square F Sig.

Between Groups .026 1 .026 .038 .847

Within Groups 67.014 98 .684

Total 67.040 99


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INFERENCE:

The calculated value of F is less than the tabulated value. Hence, we accept the

null hypothesis and conclude that there significance difference between time period to

associate with Jemi Clusterand avail the service from other company.


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CHAPTERV

FINDINGS, SUGGESTIONS AND CONCLUSIONS

FINDINGS

It was found that majority of JEMI CLUSTERs customers are availing services fromthe company from 2 to 3 years.

43% of customers availed Web Development Services from JEMI CLUSTER andonly 8% have approached for Placement and Executive search.

65% of the customers had shifted to JEMI CLUSTER from other companies. Out ofthat 47% of customers availed the same services from Kumaran Systems and 33% of

customers availed the same services from Photon InfoTech and 20% customers equally

availed from other local companies.

44% of the customers availed Web Development Services, 30% have availed softwareservices, 18% Business Consulting and 8% of the customers have availed Placement

and Executive search from other companies.

In case of personnel, customized solutions and communication other companies werefound to be outstanding than JEMI CLUSTER.

Majority of the customers considered promptness, personnel, communication, price,post service delivery as most important attributes in the level of service.

Communication, customized solutions and personnel are the areas where JEMICLUSTER is operating below average.

Only 34% of customers had encountered problems while availing services and theproblem has been immediately resolved for 55% of customers and for the rest it was

still unresolved.

Majority of 68% suggested changes to JEMI CLUSTER regarding communicationand the rest suggested change regarding bill submission. It was found that JEMI

CLUSTER had partially changed according to customer needs.


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66% of customers rated the overall services of JEMI CLUSTER as good and only 25%rated as fair.

It was found that majority of customers from all categories are most likely to availservices from JEMI CLUSTER in future and only few were not sure as they perceived

that their company management may change.

All the customers are likely to avail the same services from JEMI CLUSTER, whichthey are availing at present.

Few of the customers have suggested JEMI CLUSTER for improving services furtherregarding various aspects like training, personnel and feedback.


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SUGGESTIONS

The company can change its communication method i.e. they can communicate to thecustomers on daily basis to avoid the gap on product development.

The company can increase its skill of members in order to deliver its serviceseffectively.

The company needs to educate the customers on their services related to Placementand Executive Search and its relevance to the customers.

The company needs to scan the environment using ETOP and offer additional subcategories of services in each service assignment matching to the competitors

offerings.

The company can collect feedback from its customers regularly, which may help themto improve in the setback areas on SDLC approach where there is a need for change.

Based on their existing customers unique needs, company can expand their range ofproducts such as Web Hosting, ERP,Training & development, etc.


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CONCLUSIONS

The response levels of Jemi Cluster customers were good and the problems wererectified with least MTBF support system.

The overall services provided by Jemi Clusterwere good. The customers expectations are yet to be met by Jemi Cluster to provide customized

products. This can be achieved only through effective R&D Plant.


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BIBLIOGRAPHY

BOOKS, JOURNALS AND MAGAZINES

Philip kotler Marketing Management- Pearson education/ PH:30, 2003 Kothari C.R- Research Methodology. Zeithaml and Bitner- Services marketing. Indian Journal of Marketing.

WEBSITES

www.Jemi Cluster.co.in

www.srcibd.com

www.resourceinputs.com

www.wikipedia.com

www.ebsco.com

www.crmnews.com
http://www.squaresoft.co.in/http://www.squaresoft.co.in/http://www.srcibd.com/http://www.srcibd.com/http://www.resourceinputs.com/http://www.resourceinputs.com/http://www.wikipedia.com/http://www.wikipedia.com/http://www.ebsco.com/http://www.ebsco.com/http://www.crmnews.com/http://www.crmnews.com/http://www.crmnews.com/http://www.ebsco.com/http://www.wikipedia.com/http://www.resourceinputs.com/http://www.srcibd.com/http://www.squaresoft.co.in/


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QUESTIONNAIRE

DEMOGRAPHIC VARIABLE

1. Age: a) 20-30 b) 30-40 c) 40-50 d) above 50

2. Gender: a) Male b) Female

3. Educational Qualification: a) Graduate b) Post Graduate c) ITI

d) Diploma e) Others

4. Designation: ______________________

5. Income: a) below 10,000 b) 20,000-30,000 c) 30,000-40,000

d) 40,000-50,000 e) above 50,000

6. How long have you been associated with Jemi Cluster?

a) 3yrs

7. What services have you availed from Jemi Cluster?

a) Software Servicesb) Business Consultingc) Placements & Executive searchd) Web Development Services

8. Did you avail the same services from any other company?

a) Yes b) No

If yes, specify the name of the company and the services availed?


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9. (If yes to Q.no. 8) Compare and evaluate the services provided by this companyagainst Jemi Cluster on the following factors

(Use 1- better than Jemi Cluster, 2- same as Jemi Cluster, 3 worse than Jemi Cluster)

a. Promptnessb. Qualified personnelc. Customized solutionsd. Pricee. Consistency in service qualityf. Timely communicationg. Honoring deadlinessh. Grievance Redressali. Post service delivery guidance

10. How important are the following attributes for you in service delivery?(Use 1- most important, 2- important, 3- neither important nor unimportant, 4- unimportant

5- most unimportant)

a. Prompt responseb. Qualified personnelc. Customized solutionsd. Pricee. Consistency in service qualityf. Timely communicationg. Honoring deadlinesh. Grievances redressali.

Post service delivery guidance

If any other, please furnish:

___________________________________________________________________


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11. Please specify your agreement to the following statements related to Jemi Cluster(Use 1- strongly agree, 2- agree, 3-neither agree nor disagree, 4- disagree, 5- strongly

disagree)

a. Staff are polite and understandingb. Staff are knowledgeablec. Staff are trained adequately to handle the assignmentd. Adequate staff are provided by the company for service deliverye. I am made aware of the process clearlyf. Information is provided adequatelyg. Communication is made in timeh. The service delivery is prompti. The fee charged is reasonablej. The solution provided is matching to the requirementsk. The service promised initially was delivered fully

12. Did you encounter any problem during service time?

a) Yes b) NoIf yes, how promptly was the problem resolved?

a) Promptly b) Slowly c) Still unsolved

13.

How do you rate the overall services of Jemi Cluster?

a) Excellent b) Good c) Fair


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14. Did you ever suggest any changes to be made in the level of service?

Yes No

If yes, specify the nature of change?

____________________________________________________________________

15. (If yes to Q.No 9) Did the company change according to your needs?

Yes No

If yes,

Fully changed partially changed No change

16. Would you like to avail the services of Jemi Cluster in future?

a) Most likely b) Likely c) Not sureIf your answer for the above question is a or b, what kind of services would you like to avail

from Jemi Cluster?

I.Software ServicesII.Business Consulting

III.Placements & Executive searchIV.

Web Development Services

If your answer for the above question is c, d or e, please specify the reason


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17. Kindly give any suggestions for improving the services of Jemi Cluster--------------------------------------------------------------------------

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18. Do youacceptance of customers regarding changes made by the company according totheir needs?

Yes No

19. Is it change made by JEMI CLUSTER according to the customersneeds?

Partially Changed Fully Changed

20. What are the ratings given by customers to the overall services of JemiCluster?

Excellent Good Fair

a study on customer relationship management -jemi

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