market survey on taxation product of relyon softech ltd

A Project Report on

MARKET SURVEY ON TAXATION PRODUCT OF RELYON SOFTECH LTD

BY

DEEKSHITH SHETTY

1EW12MBA09

Submitted to

VISVESVARAYA TECHNOLOGICAL UNIVERSITY, BELGAUM

In partial fulfillment of the requirements for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

Under the guidance of

INTERNAL GUIDE EXTERNAL GUIDE Dr.Nagesh Rao Mr. Parmesh .N Professor Regional Partner

Department of MBAEast West Institute of Technology

#63, Magadi main road, Vishwaneedam post, Bangalore 912012-2014


DECLARATION

I, Deekshith Shetty hereby declare that the Project report entitled with MARKET SURVEY

ON TAXATION PRODUCT OF RELYON SOFTECH reference to the company Relyon

Softech Ltd, Rajajinagar, Bangalore prepared by me under the guidance of Dr. Nagesh Rao,

faculty of MBA Department, East West Institute of Technology, Bangalore.

I also declare that this Project work is towards the partial fulfilment of the University

regulations for the award of degree of Master of Business Administration by Visvesvaraya

Technological University, Belgaum.

I further declare that his project is undertaken by me and has not been submitted for the

award of any degree from any other VTU.

PLACE: Bangalore

DATE: Signature of the Student

2 East West Institute of Technology, Bangalore


ACKNOWLEDGEMENT

I would like to express my sincere gratitude to Mr. PARAMESH N, REGIONAL

MANAGER, RELYON SOFTECH LTD for all the guidance and help rendered for the

successful completion of this project.

I would like to thank my project guide Dr Nagesh Rao, Professor, EAST WEST

INSTITUTE OF TECHNOLOGY,BANGALORE whose contribution was insightful and

helped me, to get well acquainted to the project intricacies.

I also make use of this opportunity to thank the entire faculty members and Friends of

my college, who supported and helped me in completing this project.

Lastly, my heartfelt thanks to HOD, PRINCIPAL EAST WEST INSTITUTE OF

TECHNOLOGY, BANGALORE for the support and regular guidance given to me

throughout the project.

Place: BANGALORE DEEKSHITH SHETTY DATE:



Table of content

Sl.NoChapter Name Page Number

1 EXECUTIVE SUMMARY 1

2 INTRODUCTION 2-6

3 INDUSTRY AND COMANY PROFILE 7-31

4 THEORITICAL BACKGROUND OF THE STUDY 32-45

5 DATA ANLYSIS AND INTERPRETATION 46-64

6 FINDINGS AND SUGGESSIONS 65-69

7 BIBILOGRAPHY 70

8ANNEXURE 71-72



LIST OF TABLES

TABLE NO.

PARTICULARS PAGE NO.

4.1TABLE SHOWING WHICH PRODUCT OF RELYON USING BY THE CUSTOMERS

48

4.2TABLE SHOWING FROM HOW MANY YEARS CUSTOMERS ARE USING THE RELYON PRODUCT

49

4.3TABLE SHOWING SATISFACTION LEVEL OF CUSTOMERS BY THE RELYON PRODUCTS

50

4.4TABLE SHOWING AWARENESS ABOUT THE COMPETITORS

51

4.5TABLE SHOWING OPERATING PROCESS OF RELYON

52

4.6TABLE SHOWING DIFFICULTIES FACED BY OPERATOR

53

4.7TABLE SHOWING QUALITY OF RELYON SARAL PRODUTS

54

4.8TABLE SHOWING HOW CUSTOMERS SERVICE OF RELYON PRODUCTS

55

4.9TABLE SHOWING PROMOTIONAL ACTIVITIES OF RELYON

56

4.10TABLE SHOWING HOW CUSTOMERS CAME TO KNOW ABOUT RELYON PRODUCTS

57

4.11TABLE SHOWING PRICE COMPARISON OF RELYON WITH COMPETITORS

58

4.12TABLE SHOWING SUPPLY CHAIN DURATION OF RELYON

59

4.13TABLE SHOWING DISCOUNT GIVEN COMPANY TO COMPETITORS

60

4.14TABLE SHOWING PRODUCT/SERVICE OF RELYON WITH COMPETITORS

61

4.15TABLE SHOWING HOW CUSTOMERS CONTACT REPRESENTATIVES

62

4.16TABLE SHOWING PRODUCT RECOMMENDATION BY CUSTOMERS TO OTHERS

63

4.17 TABLE SHOWING TAXATION SOFTWARE PREFERENCE BY CUSTOMERS

64



LIST OF GRAPHS

GRAPH NO. PARTICULARS PAGE NO.

4.1 GRAPH SHOWING WHICH PRODUCT OF RELYON USING BY THE CUSTOMERS 48

4.2 GRAPH SHOWING FROM HOW MANY YEARS CUSTOMERS ARE USING THE RELYON PRODUCT 49

4.3 GRAPH SHOWING SATISFACTION LEVEL OF CUSTOMERS BY THE RELYON PRODUCTS 50

4.4 GRAPH SHOWING AWARENESS ABOUT THE COMPETITORS 51

4.5 GRAPH SHOWING OPERATING PROCESS OF RELYON52

4.6 GRAPH SHOWING DIFFICULTIES FACED BY OPERATOR 53

4.7 GRAPH SHOWING QUALITY OF RELYON SARAL PRODUTS 54

4.8 GRAPH SHOWING HOW CUSTOMERS SERVICE OF RELYON PRODUCTS 55

4.9 GRAPH SHOWING PROMOTIONAL ACTIVITIES OF RELYON 56

4.10 GRAPH TABLE SHOWING HOW CUSTOMERS CAME TO KNOW ABOUT RELYON PRODUCTS 57

4.11 GRAPH SHOWING PRICE COMPARISON OF RELYON WITH COMPETITORS 58

4.12 TABLE SHOWING SUPPLY CHAIN DURATION OF RELYON 59

4.13 GRAPH SHOWING DISCOUNT GIVEN COMPANY TO COMPETITORS 60

4.14 GRAPH SHOWING HOW CUSTOMERS CONTACT REPRESENTATIVES 61

4.15 GRAPH SHOWING HOW CUSTOMERS CONTACT REPRESENTATIVES 62

4.16 GRAPH SHOWING TAXATION SOFTWARE PREFERENCE BY CUSTOMERS

63

4.17 GRAPH SHOWING TAXATION SOFTWARE PREFERENCE BY CUSTOMERS 64

EXECUTIVE SUMMARY



Software organizations are becoming more important for the developing economy. Bangalore

software industry had a phenomenal growth in the last decade and is expected to play a much

bigger role in the coming Years. This growth has been due to availability of highly competent

and Cost competitive software professionals. Approximately 80 million potential customers

available in the market.

RELYON SOFTECH Ltd is the leading software Development Company based in the IT hub

of India, Bangalore, driven by experienced professionals providing high quality IT products,

solutions and services. It was established on August 2000. Bangalore is the corporate office

and we have sales offices in Mumbai, Delhi & in other parts of the country. Relyon is doing

their operations all over the India.

Market survey is the study of the spending characteristics and purchasing power of the

consumer who are within your business geographical area of operation, a research method for

defining the market parameters of a business.

Traditional marketing theory and practice have focus on attracting new customers rather than

retaining existing once. Today, however although attractive new customers remaining and

important task, the emphasis has shifted towards retaining current customers and built

profitable long term relationship with them.

The two chapters consists of a general study relating to the IT solution Industry and company

profile of Relyon Softech Ltd. It consists of the kind of industry they belong to and the type

of business undertaken by them.

The other chapter consists of a detailed study on the Service Quality Assessment of the

organization. The study states on how the company is rendering the service to their

Customers in the highly competitive market. The findings and recommendations are given at

the end of the report.

This study may help the organization as to how one may be able to improve their market

condition with a better way by providing good services to them and it would help them in

retaining the customers.



CHAPTER-1

INTRODUCTION



1.1 INTRODUCTION:

Information Technology (IT), as defined by the Information Technology Association of

America (ITAA), is "The study, design, development, implementation, support or

management of computer-based information systems, particularly software applications and

computer hardware." IT deals with the use of electronic computers and computer software to

convert, store, protect process, transmit, and securely retrieve information.

Today, the term information technology has ballooned to encompass many aspects of

computing and technology, and the term is more recognizable than ever before. The

information technology umbrella can be quite large, covering many fields. IT professionals

perform a variety of duties that range from installing applications to designing complex

computer networks and information databases.

A few of the duties that IT professionals perform may include data management, networking,

engineering computer hardware, database and software design, as well as the management

and administration of entire systems. When computer and communications technologies are

combined, the result is information technology, or "InfoTech". Information Technology (IT)

is a general term that describes any technology that helps to produce, manipulate, store,

communicate, and/or disseminate information. Presumably, when speaking of Information

Technology (IT) as a whole, it is noted that the use of computers and information are

associated.

1.2 INTRODUCTION ABOUT THE INTERNSHIP:

Market survey is a tool used to gather information about existing or potential customers or

consumer in certain market or population. Market survey which includes social and opinion

research is the systematic gathering and interpretation of information about individuals or

organizations using statistical and techniques of the applied social sciences to gain insight or

support decision making.

1.3 TOPIC CHOSEN FOR STUDY:

Market survey can be defined as study of the spending characteristics and purchasing power

of the consumer who are within your business’s geographic area of operation.



Market survey is concerned with determining existing or potential demand for goods and

services or marketing research means according to the American marketing association

defines marketing research as the systematic gathering, recording and analyzing of data about

problems relating to the marketing of goods and services.

1.4 NEED FOR TH STUDY

Assessment of service quality is an important requirement in the growth orientation company.

Where the major players like Tally are mainly focuses on providing best quality service to

their customers. Therefore, the After Sales Service is a very important function in IT

Solutions to maintain and retain a good relationship with their customers

1.5 OBJECTIVES OF THE STUDY:

This project is undertaken with the following objective:

To understand the company standards in giving Service to their clients.

To understand the customer expectations about service, and service received by the

customers and how to fill the customer Gap.

To understand the Strategies to be taken by Relyon Softech Ltd in order to make its

sales and Service and Standards as bench mark for their Customers.

To find out the potential customers

1.6 SCOPE OF THE STUDY:

This study is restricted to Existing Customers of Relyon Softech Ltd only. The study does not

analyze the kind of service taken by the customers.

1.7 RESEARCH METHODLOGY:

The project employs systematic, formal and descriptive research techniques. This is primarily

a qualitative research. This study is based on the data collected through structured

questionnaire and in-depth, unstructured and informal interview with key personnel.

Data Collection method:



Data sources consisted of primary and secondary. Sources of primary data include the

Software project leads, team leads and developers and testers with a minimum of 7 or more

than 7 years of experience.

A structured questionnaire was developed and administered to generate the primary data.

Sources of secondary data included the information provided by various text books,

magazines and internet. Internet has been a major secondary source for the extraction of the

expert’s opinion.

Sample population:

The sample population for the purpose of our study consists of all the software Professionals.

Sampling frame:

The sampling frame for the purpose of our study consists of all the software Professionals in

Bangalore who are currently employed in the role of IT Managers or System administrators.

Sample Size:

Sample size of 50 respondents with Questionnaire. The composition of the study sample

consisted of 50 Companies who are taking the service from the Relyon Softech Ltd from past

many years.

1.8 LITERATURE REVIEW:

Billiet & Loosveldt, 1988; Groves, Cialdini, & Couper, 1992.These surveys are ideal for

information that is to be used for a current project or to reflect current public opinion.

Examples include political polls on how people plan to vote or surveys asking a customer to

rate his or her satisfaction with a sale transaction.

Philip kotler (1994) defines marketing survey, “function that links the consumer, customer,

and public to the marketer through information-information used to identify and defines

marketing opportunities and problems; to generate, refine, and evaluate marketing actions; to

monitor marketing performance; and to improve understanding of the marketing process.

Marketing survey specifies the information required to address these issues, designs the

methods for collecting information, manages and implements the data collection process

analyzes, and communicates the findings and their implications.”

Arleck & Settle, 2004; Foddy, 1993.This must also be considered for logistical reasons, as

must when data will be collected, how often, and who will be collecting the information. The



other literature reviews dedicated to research will continue to operationally explore how

instrumentation issues come into the research process, particularly with survey interview

methodologies.

Esposito & Rothgeb, 1997; Oksenberg, Cannell, & Kalton, 1991.. This begins by

describing a broad overview of surveys including why surveys are typically used to collect

information. After the purpose of surveys is reviewed, practical considerations of

constructing surveys are described. This includes discussion of open and closed questions and

why each may or may not be appropriate in a surveying situation Overall, this review offers

the first step in considering how valuable information can be collected for the Conquer

Consortium.

Fraenkel & Wallen, 2006. This may be confusing for those new at constructing surveys, as

oftentimes the information being sought through a survey is not naturally seen as a problem.

For this research method, then, the research designer must problematize the issue the survey

covers by turning it into a question. For instance, if a political advisor wanted to know if her

candidate was going to win the election, she might create the question, “Who will vote for”

1.9 LIMITATIONS OF THE STUDY:

This dissertation is subject to certain limitations. Some of them are:

The study was conducted over a sample size of 50 respondents from the customer

base of Relyon Softech Ltd Only.

The study was done only to existing Customers.

The study included only Relyon Softech Ltd major Customers.

The study is limited to 3 month.



CHAPTER-2

COMPANY PROFILE &

INDUSTRY PROFILE



2.1 INDUSTRY PROFILE

Origin and Development of the Industry

These are the four main periods characterized by a principal of technology used to solve the

input, processing, and output and communication problems of the time:

1. Pre Mechanical

2. Mechanical

3. Electromechanical and

4. Electronic

Here the Pre mechanical period need for communication was given more importance and it

was done by speaking and drawing pictures. Then slowly they started using pen and paper

which was considered as input technologies. Then some permanent storage devices like

books are maintained. Later number system was developed.

Then in the mechanical age first movable metal printing was done. Later on Pascaline and

Leibinz’s machine were used. First mechanical engines were used.

Thirdly in the Electromechanical age things like voltaic battery, telegraph, morse code,

telephones and radios, electro mechanical machines and punch card machines were used.

Finally in the electric age, electronic vacuum tubes were discovered. Later on ENIAC and

EDVAC were developed. Then computer for first commercial use UNIVAC was developed.

Then slowly generation after another fourth generation computers were created.

Growth and present status of the Industry

Information Technology (IT) is the fastest growing sector in the economy with a 68%

increase in output growth rate projected between 2002 and 2012. (U.S.Bureau of Labour

Statistics).

Employment opportunities are expected to be good in the IT industry as demand for

computer-related occupations increases due to rapid advances in computer technology. 92%

of all IT workers are in non-IT companies, 80% of which are in small companies.



Growth and Present status of the Industry in India

Avaya Global Connect Ltd sees the Indian market for software and technology services

growing faster than the western world and other countries,

Avaya, which provides communication systems and services, derives about 90 percent of its

revenues from India, mainly from back-office functions, financial services sector and IT-

enabled services.

According to Nasscom, The Indian back-office industry generated revenues of $11 billion in

2007/08, According to a study done by Nasscom in association with the Everest group the

back office industry is seen generating revenues of $50 billion by 2012.

Future of the Industry

Ray Kurzweil main thesis is that IT doesn’t just lead to linear growth, as humanity has

experienced in the past, but exponential growth, and not just with IT.

Kurzweil thinks that, a quarter century from today, common computers will have more

capabilities compared with today and also includes consciousness and the ability to have

emotional and even spiritual experiences.

Technorealism is the name that has been coined for thinking critically about the role that IT

plays in society and history. By the year 2019, thanks to information technology (IT), humans

will have largely overcome the limits of our humanity. We will have found cures for the

major diseases that kill 95 percent of us in the developed world. By 2029, we will become

godlike—tiny computer chips embedded into our bodies will stop disease and reverse aging,

ever expanding our life spans.

2.2 COMPANY PROFILE

ORIGIN OF RELYON SOFTECH

RELYON SOFTECH Ltd is the leading Software Development Company based in the IT hub

of India, Bangalore, driven by experienced professionals providing high quality IT products,

solutions and services. It was established on august 2000. Bangalore is the corporate office



and we have sales offices in Mumbai, Delhi & in other parts of the country. Relyon is doing

their operations all over the India.

Relyon Softech Ltd honours and respects their people and values them above all their assets.

People are strength and enable them to succeed in all corporate endeavours. At RELYON

believe in inculcating in every employee, habits of excellence and excellence as a habit. This

creates an employee friendly environment benefiting them in their overall development.

At Relyon they understand the responsibility that organization like theirs has towards

shareholders, customers, dealers and employees. In order to live up to these responsibilities,

at RELYON, have a value system and adhere to it with both words and spirit. RELYON has

its vision clear and unambiguous, has set high Standards of Performance and is successful in

POSITIONING its Name, Products, Business and Technology strategies in today's dynamic

digital environment.

ABOUT THE ORGANIZATION

Company is promoted by eminent Professionals having decades of experience in the field of

Accounting, Banking, Taxation, Industry, Finance, Administration and Information

Technology, making the company's position stronger in the market.

The company is lead by Sri Shamji L Patel, Chartered Accountant, Bangalore, Sri S. Mohan,

FCA, Chennai, Sri H S Nagendra, Cost Accountant, Bangalore, Sri Nitin S Patel, MBA

Director & supported by highly skilled technical and marketing team to ensure Total Quality

Management and Customer Satisfaction.

At RELYON, endorse the concept that customer is the king. Honouring their commitments in

fulfilling customer needs and requirements to the best of their satisfaction is there key to

success. All products are sensitized and webbed around customer needs with strong thrust on

proven software processes and paramount importance to quality.

They have engineered some of general Statutory Compliance and next generation IT needs.

We do this by combining our knowledge of business domains with our expertise across

various technologies.


Direct marketing


ORGANIZATION STRUCTURE OF RELYON

Relyon have line Organization structure wherein all the positions in the Organization are in

the direct line of authority from the top of the company down to the bottom. Each level in the

Organization is subordinated to the one above it and there are no advisory specialists.

This structure is effective as long as the company does not grow large. However with

increased growth, the need for specialists will emerge. If these specialists are added, the

structure would be called Line & Staff structure. These experts generally include researches,

economists, legal advisers, industrial engineers and cost accountants.

Organization Structure

Chairman

Board of Directors

Admin Developing Testing Marketing Implementing HR Training

Executives Executives Executives Executives Executives Trainers

C S D KKG

Chart 2.1.Organization Structure flow chart

FUNCTIONAL DEPARTMENTS OF RELYON SOFTECH

RELYON includes 151 hardcore professionals having different skill sets in various

departments all over the India.



Accounts

Admin

RSD

Developers (DC)

Developers (WDC)

Human Resources

Implementation

CSD

Marketing

Testing (DC)

Testing (WDC)

Training

System Admin

0 5 10 15 20 25 30

Chart 2.2 Human Resource in Different departments

Relyon operates from two facilities Corporate Office at Rajaji Nagar and Development

Office at Mahalakshmi layout, Bangalore.

DEVELOPMENT DEPARTMENT

They help in developing new software’s and new features in the existing software. They work

on depending up on the need of the product in the market and also production takes place

depending up on the requirement.

Software Development at RELYON is an engineering process, where, scientifically proven

methods are applied consistently and systematically to deliver the best possible results and

solutions in any given situation.

Head Software Engineer

Executives Executives Executives

Chart 2.3 Developing Department



SUPPORT DEPARTMENT

RELYON Support team is having sensed pulse of the game and has made customer as the

focal point of our business and have the following set of service offerings to enable us by

delighting them.

Onsite support.

Online supports.

Education and training services.

Annual maintenance contract.

Product customization.

TESTING DEPARTMENT

Before implementing a product it goes in front of the testing department. Here our testing

department peoples go through the product very deeply and the find out the problems if any,

and transfer the information to the developing department. They in turn rectify the errors in

the product and wait for the approval from the testing team. Once the approval is given then

the product is commercialized. Our company employees work sincerely and with full

involvement. The result is our customer’s number and our company market share.

Head Testing Engineer

Testing Executives Testing Executives Testing Executives

Chart 2.4 Testing Department

IMPLEMENTATION DEPARTMENT

Company has well trained implementation department and employees of this team implement

the product and train the customer how to use our product. Implementation peoples

concentrate on payroll software only.

ADMINISTRATION

They help in maintaining the incomes and expenditures of the organization. They update the

financial position of the organization wherever necessary.



MARKETING PROFILE OF RELYON

Innovation is the lifeblood of industrial development and particularly so in the case of

Information Technology, only innovated products get value in the market in that way our

company innovated some software which will give permanent solution for taxation, payroll &

client relationship etc.

RELYON is selling taxation software all over the India. It is marketing those products

through different type of channels. The below flow chart shows the marketing structure of the

organization

Marketing Structure of the Organization

MARKETING HEAD

Direct Marketing KKG E- Marketing E-marketing CSD

Chart 2.5.Flowchart of the Marketing Team in Organization

Direct Marketing

Direct marketing department covers the entire region of Bangalore. The following flow chart

shows the structure of direct marketing team.

Marketing Manager

Tele-callers Marketing executives Supporting Department

Executives Team leaders Executives

Executives

Chart 2.6.Structure of Direct Marketing



Kerala, Karnataka & Goa [KKG]

The marketing department of KKG focus on parts of Kerala, Karnataka & Goa. The

following flow chart shows the structure of KKG marketing team.

MARKETING MANAGER

Kerala Rest of Karnataka Goa

Executives Executives Executives

Chart 2.7.Structure of KKG Marketing Department

TRAINING DEPARTMENT

Relyon has efficient trainers who have a very good knowledge about the company and our

products. They train the executives and other peoples in our organization. They conduct some

training class for the customers to update the products at the same time they provide

information about the new products. Similarly, they conduct training class for the executives

also. Training department peoples often brush the executives about the product and the

updation.

HUMAN RESOURCE DEPARTMENT

They help in recruiting people for different departments depending up on their qualification

and capacity, and also in retention activities.

FINANCE DEPARTMENT

Finance is backbone of any organisation without which no organisation can undertake any

activities concerning the organisation. It is a fascinating subject that deals with end result and

these end results are measurable in terms of money. It is dynamic and changing. It deals with

all the facts of Business-production, sales, purchasing, personnel etc. This has to be managed

actually to yield long term results. Finance necessary is accumulated for the starting of



company and then they are at a later stage allocated to all the facts of business as mentioned

above as per requirements specified in the financial policy.

No organisation can function without capital. It in one of the most important resources of an

organisation but these financial resources is scare thus each organization must make the

optimum use of it. The finance department has an important and vital task of arranging funds

and putting them to the best use so as to achieve maximum return and improve the

profitability of the organisation.

FUNCTIONS OF FINANCE DEPARTMENT:

Financial budgeting, timely allocation of funds.

Liaison with financial institution and other bodies.

Payment of wages and salaries.

Payments of bills.

Preparation of balance sheet and annual reports.

Financial projection for expansion and diversification.

2.3 VISION:

To build an Organization of highly motivated individuals with freedom to think and innovate

thereby provide outstanding value to customers, an enjoyable work environment and financial

strength and sustained growth to all the stakeholders.

MISSION:

To be one of the leading players in providing Accounting, Payroll and Taxation

Products and Services in India.

To be the leading player in providing Tax Solutions to the Banking Industry

To be a preferred Employer by providing a congenial environment, freedom to

think, innovate and lead.



PRODUCT AND SERVICE PROFILE OF RELYONSOFTECH

PRODUCT LINE DEVELOPMENT & SERVICES

To enable the business to meet the challenges of nanosecond digital world, to empower

business enterprises to be in tune with changing market trends, to power and energize

corporate to fight business battles. RELYON constantly upgrade the offerings; re-engineer

processes and develop new products for our existing as well as potential customers. A

testimony to and secret of their ever expanding list of clients and coming back time and the

existing customers is the following attributes of their products. Every company products

starts with SARAL.

Flexibility: Easy to deploy, integrate and adapt to the changing IT infrastructure of an

organization.

Scalability: Provide scope for up gradation to meet critical demands of business.

Ability: Easy installations, user friendly and operate at incredible speed.

Efficiency: World class in their performance and offer excellent price performance ratio.

Trailblazers: Majority of their products are innovative, one of their kind and first to hit the

markets in their respective areas.

Software Development at RELYON is an engineering process, where, scientifically proven

methods are consistently and systematically applied to deliver the best possible results in any

given situation.

RELYON PRODUCTS

SARAL TAXOFFICE - Compliance Partner" is a complete Taxation software solution for a

Chartered Accountant [CA] or any Tax Practitioner. It automates all the activities related to

Tax Compliance and Back office. Saral Tax Office is a bundle of several software’s required

for a CA, OFFICE SUITE with a simple one-screen interface "Saral Office". Saral Office

includes the Back office automation software, such as, Client management, Billing and

Receipts, Document Management, Library Management, Petty Cash and so on. Towards

automating the Tax Compliances, it has the TAX SUITE with software’s on Income Tax, Tax



Deduction/Collection at Source [TDS/TCS], Balance Sheet, Return Generation, Audit

Reports, Wealth Tax, Service Tax, Registrar of Companies [ROC] Returns and more.

Fig 2.1: Snapshot of STO software

SARAL TDS - eTDS Software is a ple solution for the conversion of TDS/TCS data to the

format specified by NSDL for Quarterly statements or Annual returns. TDS software not only

generates the file for TDS/TCS returns, also assists you in generation of Paper TDS returns

and TDS certificates. The Built-In FVU validates your data to be perfect for filing. That

means no more messages "Errors Found during Validation". Saral TDS is given in 3 versions

as given below in the chart:

SARAL TDS

PROFESSIONAL INSTITUTIONAL CORPORATE

Chart 2.8: Types of TDS Software

Professional Version:

Professional version automates the preparation in TDS Returns. This version comes with

basic needs towards TDS returns, such as, eTDS Returns for Salaries, Non-Salaries, TCS

Returns, efilling , TDS/TCS Certificates and so on.

Institutional Version:



Institutional version enhances the automation in preparation of TDS Returns. This version

comes with added features for eTDS returns, such as Tax Estimation for unlimited number

of Employees, Versatile MIS Reports and so on.

Corporate Version:

Corporate version enhances the automation in preparation of TDS Returns. This version

comes with added features for eTDS returns, such as Tax Estimation for upto 100

Employees, Versatile MIS Reports and so on.

Features:

Preparation of Quarterly TDS and TCS

Electronic filing of TDS and TCS Returns, as per the file structure

In Built File Validation Utility to validate that, it should be accepted in TIN

Facilitation center

Simple entry provision for Salary Details

User Friendly interface for entry of Deductions and Challans

Generation of TDS and TCS Certificates

Generation of Correction statement(s) for the regular/correction statements filed

Fig 2.2: Snapshot of TDS Corporate software

SARAL ITR - Income Tax software is designed to fully automate the process of Tax

Computation and Return preparation. It comes along with ITR software for Indian income tax

returns [online filing].Income Tax Software comes with vast features for the varying

requirements of Tax Practitioner.



Generate ITR forms directly from computation.

Tax Computation for all 9 Status of Assesses Such As, Individual, Firm, HUF,

Company, Trust, AOP, BOI, Local Authority, and Artificial Judicial Person.

eReturns for all the forms specified by CBDT.

Statutory forms and Reports covering all requirements towards Income Tax Returns

Automation in each and every stage of calculation, with descriptive listings.

Fig 2.3: Snapshot of ITR software

SARAL VAT 100 - Saral VAT100 is a simple, fast and comprehensive Form 100

generating Software. Generates monthly return in latest Form100 along with new formats of

other for and challans for VAT and computation of Tax.



Fig 2.4: Snapshot of VAT 100 software

SARAL VAT info - Saral VAT Info unique by itself and is serving large number of

Chartered Accountants, Tax Practitioners, Consultants, Corporate and Trade and Industry.

Saral VAT Info is like a jewel in the crown, in your library, which makes your Profession

brighter and remains as the best bet for information on Commercial Tax Laws.

Features:

Extensive coverage

Easy Accessibility: Acts sorted by Section Nos. and Subject, Rules sorted by Rule

Nos. and Subject, Statutory Forms sorted by Form Nos. and Subject, Schedules Rates

sorted by Schedule Nos. and item wise alphabetical listing.

Easy Navigation: Hyperlinks from Acts to Rules, Rules to Forms, Rates to

Notifications, and from Notifications to Notifications.

Item wise linking of Notification: Notification linking with indication of effective

Date for Value Added Tax, Karnataka Commercial Tax, Central Sales Tax and Entry

Tax.

Superior search capability: Advanced multiple-search options ensure search facility

with a simple keyword.

Ready-to-use Statutory Forms: Option to open forms in Word.



First minute functioning: simple-to-use structure eliminates the necessity for

training.

All tax laws in Single CD: All major Commercial Tax Laws of Karnataka in single

CD.

Notification Update: As and when the company receives the notifications from

sources it will be intimated & updated via email.

Quarterly Update: Program update, once in 3 Months, updates the package with

latest information.

SARAL VAT xml - is the software for generating XML of Purchases, Sales and Statutory

Forms Information. This software is designed to reduce the time required to fill in the data for

generating XML as per Commercial Tax Department (CTD). Basic validation as per the CTD

is provided. Once data is entered and validated in our software, XML would be created.

Thereafter, the job would be just log on to user account and upload generated XML files,

generate the Acknowledgement for filing purposes.

Features:

Simple to understand as the software is Excel based

Import from any of the Accounting / ERP Solution through Excel.

Small setup / quickly deployable.

Fig 2.5: Snapshot of VAT XML software



SERVICE PROFILE

Pulsating dynamic business environments, dizzying swirl of technology, heightened customer

expectations, eternally accelerating competition and relentless pursuit of excellence have

changed the rules of the game. The name of the game is "CUSTOMER RELATIONSHIP

MANAGEMENT" through customer orientation. Products, Processes and Quality have just

become ante in this new game and don’t provide competitive winning edge. The only thing

that differentiates and distinguishes men from boys, winners from losers, leaders from

followers is the supplementary service and support offerings.

We at RELYON having sensed pulse of the game has made customer the focal point of our

business and have the following set of service offerings to enable us delighting him.

Onsite support

Online supports

Education and training services

Annual maintenance contract

Product customization

BRANCHES OF RELYON SOFTECH LTD

Bangalore

Chennai

Kolkata

Jaipur

Pune

Ahmadabad

Hyderabad

Delhi

Mumbai



BRANCHES OF RELYON SOFTECH LTD IN BANGALORE

Fig 2.6 snap shot of branch in Bangalore

INFRASTRUCTURE FACILITIES

FACILITIES

2003-04

Small Office at West of Chord (WOC) road with 1250 sqft of space.

Latest Technology computers.

2004-05

Development centre is shifted to Mahalakshmi layout office.



Fully furnished floor with 2500 sqft.

2005-06

As the requirement was increased, one more floor was furnished at Mahalakshmi layout

branch to have more seats.

Total furnished area is 3250 sqft.

2006-07

Rented a small office place to start training for the staffs and channel Partners.

Total area is 4050 sqft.

2007-08

Marketing, Support, Administration, Logistics etc were shifted to corporate office.

Independent Software Development centres

Currently they have about 6450 sqft

COMPETITIORS:

TALLY: Tally Solutions Pvt Ltd is a Bangalore-based software company that

currently sells into more than 100 countries beyond its native India, including the

United Kingdom, Bangladesh and the Middle East. It deals with TDS & Accounting

software.

WINMAN Software Ltd: Winman software Ltd is a located at Mangalore and it is

based software company. It deals with income tax, TDS and accounting software.

KDK Software: It is located at Rajasthan and it is software based company and it

deals with income tax, TDS, XBRL software’s.

2.4 SWOT ANALYSIS

Strengths:

Relyon main strength is its technical staff.

The Facilities and the working environment are so pleasing.

Multiple modules in the software’s.

Weaknesses:

The increase in the number of competitors.

New MNC entrants in the field of Taxation software

Lack of identity of the company in the market.



The Advertising strategy not so attractive.

Opportunities:

Exploring part time work.

Wide untapped market available.

Increase in software development companies.

Threats:

The mushrooming number of other software testing companies.

The increase in the number of competitors.

2.5 FUTURE GROWTH AND PROSPECTS

GROWTH AND DEVELOPMENT OF RELYON SOFTECH

To enable the business in meeting the challenges of nanosecond digital world, to empower

business enterprises to be in tune with changing market trends, to power and energize

corporate to fight business battles. RELYON constantly upgrade their offerings; re-engineer

processes and develop new products for the existing as well as potential customers. A

testimony to and secret of their ever expanding list of clientele and coming back in time and

again of their existing customers is the following attributes of our products:

Flexibility: Easy to deploy, integrate and adapt to the changing IT infrastructure of an

organization.

Scalability: Provide scope for up gradation to meet critical demands of business.

Agility: Easy installations, user friendly and operate at incredible speed.

Efficiency: World class in their performance and offer excellent price performance

ratio.

Trailblazers: Majority of our products are innovative, one of their kind and first to

hit the markets in their respective areas.

TURNOVER OF RELYON SOFTECH

The Company has witnessed a consistent growth over the last 5 years in terms of Annual

turnover.



2008-09 2009-10 2010-11 2011-12 2012-130

200

400

600

800

1000

1200

1400

1600

TURNOVER IN PERCENTAGE

TURNOVER IN PERCENTAGE

Graph 2.1.TurnOver of the Company in Percentage

HUMAN RESOURCES

Human Resource is one of the key assets in Knowledge based sector like Software.

There are twin challenges. One is attracting the right talent and the second is that of

retaining them. Relyon has been successful in both. More importantly, Relyon has

retained some of the key staff for over 3 years now. Those staffs are evenly spread

over Development, Testing, Marketing & Sales, User support, HR, Accounts and

Admin Departments.



2008-09 2009-10 2010-11 2011-12 2012-130

100

200

300

400

500

600

700

HR GROWTH IN PERCENTAGE

HR GROWTH IN PERCENTAGE

Graph 2.2. Human Resource Growth in Percentage

DEALER & DISTRIBUTERS

Relyon operates through a mix of Direct Marketing and Channel of Distributors and

Dealers. Relyon is represented in all parts of India. The growth over the period is

highly encouraging.



2008-09 2009-10 2010-11 2011-12 2012-130

50

100

150

200

250

300

350

400

NO. OF DEALERS IN PERCENTAGE

NO. OF DEALERS IN PERCENTAGE

Graph 2.3. No. of Dealers in Percentage

CUSTOMERS

Relyon has been acquiring customers very consistently ever since inception of the

Company.

2008-09 2009-10 2010-11 2011-12 2012-130

2000

4000

6000

8000

10000

12000

14000

NO. OF CUSTOMERS

NO. OF CUSTOMERS

Graph 2.4: No of Customers



CHAPTER-3

THEORITICAL

BACKGROUND OF

STUDY



3.1 THEORITICAL BACKGROUND OF STUDY

Market Survey

Market Survey is concerned with determining existing or potential demand for goods and

services or marketing research means according to the American marketing association

defines marketing research as the systematic gathering, recording and analyzing of data about

problems relating to the marketing of goods and services.

It is the study of the spending characteristics and purchasing power of the consumer who are

within your business's geographic area of operation; a research method for defining the

market parameters of a business.

Market surveys means speaking to members of your target audience members are an

important part of market research. we can choose to hire a company to do it for us, but

conducting the interviews yourself will most likely give you a much better idea of the needs

of your target audience and will provide you with insights that you might not otherwise have

gleaned.

If we are going the do-it-yourself route, you'll probably want to act as the focus group

moderator. As the moderator, we want to encourage an open-ended flow of conversation and

be sure to solicit comments from quieter members, or we may end up getting all your

information from the talkative participants only. Also, when conducting any type of survey,

whether it's a focus group, a questionnaire or a phone survey, pay particular attention to

customers who complain or give you negative feedback. we don't need to worry about the

customers who love your product or service, but the ones who tell you where you're going

wrong provide valuable information to help you improve.

Market survey describes the gathering and analysis of market data, such as consumer

preferences, trends in market prices and the presence of competing products. A market survey

can describe any study that gathers information directly from consumers by asking them

questions about their preferences, habits and experiences. The purpose of a market survey is

to provide business managers with insight about their target customers, such as how much

money they spend on certain types of products, whether they use competing products and the

interest level for new products.



TYPES OF MARKET SURVEY

Marketing survey focuses on understanding the customer, the company, and the competition.

These relationships are at the core of marketing research.Companies must understand and

respond to what customers want from their products. However, this relationship is always

influenced by competitors and how their products are received by your market.

Thus, you must clearly identify the customer, company, and competition before developing a

research project. We have identified twenty different types of applied research surveys that

are fundamental to marketing research. Each focuses on a different aspect of marketing

research and your business activities, and provides deep insights into your company’s market

position, your products, your competition, and the market in general.

1. Market Description Surveys: Determine the size and relative market share of the

market. Provide key information about market growth, competitive positioning and

share of market.

2. Market Profiling-Segmentation Surveys: Identify customers and non-customers,

and why they are or are not your customers. Often a descriptive market segmentation

and market share analysis.

3. Stage in the Purchase Process / Tracking Surveys: Where is the customer in the

adoption process? Shows market Awareness – Knowledge – Intention – Trial –

Purchase – Repurchase of the product.

4. Customer Intention – Purchase Analysis Surveys: Customer motivation to move

from interest in the product to actual purchase. Key to understanding customer

conversion, commitment and loyalty.

5. Customer Attitudes and Expectations Surveys: Does the product meet customer

expectations? Attitudes formed about the product and/or company. Improve ads,

customer conversion, commitment and loyalty.

6. Customer Trust – Loyalty – Retention Analysis Surveys: Depth of consumer

attitudes formed about the product and/or company. Especially for high priced

consumer goods with long decision and purchase processes.



7. New Product Concept Analysis Surveys: Appropriate in the initial screening of new

product concepts. Likes and dislikes, acceptability and likelihood of purchase are

especially useful measures.

8. New Product Acceptance and Demand Surveys (Conjoint Analysis): Estimating

demand for new product descriptions, graphics, or prototypes. Yields market share

estimates for alternative concept configurations.

9. Habits and Uses Surveys: Understanding usage situations, including how, when and

where the product is used. May include a real or virtual pantry audit.

10.Product Fulfillment Surveys: Evaluation of promised attribute and feature benefits

(both tangible and intangible). Are expectations produced by advertising, packaging,

and product appearance fulfilled?

11.Competitive Product and Market Positioning: “Best Practices” study of “How

does the market view us relative to the competition?” Compares attributes and

benefits of the product.

12.Brand Equity Surveys: What is psychological value that a brand holds in the

marketplace? A composite of brand awareness, brand quality, brand associations and

brand loyalty measures.

13.Advertising Value Identification and Analysis Surveys: Mapping the hierarchical

attributes, benefits and values associated with and portrayed by an advertisement.

Means-end analysis is often part of this type of study.

14.Advertising Media and Message Effectiveness Surveys: Identifies the impressions,

feelings, and effectiveness in moving the respondent to a desired goal (increased

awareness, product information, trial, repeat purchase).

15.Sales Force Effectiveness Surveys: Sales activities, performance and effectiveness

in producing the desired and measurable effect or goal. Often measured in a 360

degree survey completed by the sales person, the client (evaluating the sales call) and

the supervisor responsible for evaluating the sales person.

16. Sales Lead Generation Surveys:

Timely use and follow-up of sales leads,

Qualifying sales leads (thereby saving valuable sales force time) and

Providing more effective tracking of sales leads.



17.Customer Service Surveys: Focus in detail on the actual customer service that was

received, the process involved in receiving that service and the evaluation of the

participants in the service process.

18. Customer Service Representative (CSR) Surveys— Attitudes, Burnout,

Turnover and Retention: Customer Service Representatives hold attitudes that

reflect on their job related activities including:

The allocation of time

Solutions to customer needs

How to improve their job

Best practices

How well internal departments help customers

These surveys focus on reducing costs and increasing the quality of customer

relationships.

19. Sales Forecasting and Market Tracking Surveys: Expert estimates of the market,

judgmental bootstrapping (expert based rules describing how to use available

secondary market information), conjoint analysis (estimation of consumer choice

preferences), and self-reported intentions to make future purchases.

20.Prices Setting Surveys and Elasticity of Demand Analysis: Estimates of demand

elasticity, optimal price points, and prices too low or too high. Estimates for different

product-service segments, or usage situations.

Advantages of Market Survey:

Market surveys help businesses make better decisions about the types of products and

services they offer, prices, how to deal with competitors and whether to enter or exit markets.

Analysis of market surveys can prevent a business from making a costly mistake such as

launching a new product or service that doesn't fulfill a need in the market, getting into a

market that is saturated with competitors and setting prices too high or too low. Surveys can

help entrepreneurs assess the viability of new ideas.

1. Wide Reach of Market Survey: The reach of the Internet is vast. A survey posted on

a company website can garner thousands or even millions of responses. Keep the



survey short and reap the benefits of huge participation. With customers throughout

the world, mailing a survey will result in inadequate results due to delays in mail

service. In addition, a survey mailed overseas will need to be translated in to the

language of your customer. A static survey on your website can be set to the language

of your customer.

2. Get Honest Answers: Unlike face-to-face interviews with customers, a survey allows

for honest responses. Perhaps the product breaks easily or has hard-to-follow

instructions. By survey customers via a web or emailed survey, it’s easy to get the

honest feedback that they need to win the customers back. An anonymous survey will

generate feedback that while brutally honest, may be useful in the long run. While it

may be hard to hear that customers rarely get the help they need from inbound

customer support staff, you can make changes to improve the customers’ experience.

3. Cost Benefits: The survey may need to be outsourced to an outside marketing

research firm. In-house staff will need to devote many work hours to collecting data.

While the cost of creating a market survey may be high, the company will benefit

from the results. The survey may generate sales leads. A customer who answers a

survey may start to see that your business values customer feedback. A loyal customer

will refer colleagues to businesses that care about not only the bottom line, but

customer satisfaction.

4. Find Out About Your Competitors: Customers want a good deal. If you charge

twice the going rate for a product that is the same quality as your competitor, we will

lose customers. Find out what our customers are looking for in our products. Ask

questions that shed light on why our products are not living up to expectations.

Though it may be heard to hear, we want to know why customers choose not to buy a

product or service.

5. Customer Retention: Customers want to know that a business appreciates their

business. From the first click on the website to the time the customer orders products,

the customer should be the number one priority of the business. Through a market

survey, you will show customers that their patronage of the business is valued.


http://www.docstoc.com/docs/19065470/Market-Surveys---An-Under-Used-Marketing-Tactic-

http://www.docstoc.com/docs/30795814/Market-Survey

http://www.docstoc.com/docs/30795814/Market-Survey


Disadvantages of Market survey:

Some of the disadvantages of market survey:

1. Costly: Marketing research is a costly affair. It needs a lot of money to conduct

various market research activities. Huge funds are required to pay salaries, prepare

questionnaires, conduct surveys, prepare reports, etc. It is not a viable choice for small

businesses. It is suitable only to large companies who can afford its cost.

2. Time consuming: Marketing research is a lengthy and time-consuming process. This

process involves many important steps. All these steps are crucial and not even a

single step can be neglected or avoided. In other words, there are no short-cuts in MR.

Generally; it takes at least three to six months to solve a marketing problem.

Therefore, it cannot be used in urgent or emergency situations.

3. Limited scope: Marketing research solves many business-related problems. However,

it cannot solve all business problems. It cannot solve problems related to consumer

behavior, income and expenditure relationship, etc. Thus, its scope is limited.

4. Limited practical value: Marketing research is only an academic exercise. It is

mainly based on a hypothetical approach. It gives theoretical solutions. It does not

give realistic solutions to real-life problems. Its solutions look good on paper but are

harder to implement in a real sense. Thus, it has a limited practical value.

5. Can't predict consumer behavior: Marketing research collects data about consumer

behavior. However, this data is not accurate because consumer behavior cannot be

predicted. It keeps on changing according to the time and moods of the consumers.

Consumer behavior is also very complex. It is influenced by social, religious, family,

economic and other factors. It is very difficult to study these factors.

6. No accurate results: Marketing research is not a physical science like physics,

chemistry, biology, etc. It is a social science. It studies consumer behavior and

marketing environment. These factors are very unpredictable. Therefore, it does not

give accurate results. It gives results, but it cannot give 100% correct results.



Market Survey Tools:

1. Questionnaire Design: The questionnaire can try to solicit feedback through open-

ended or force-choice questions--or by some combination of the two types. The data

collected will only be accurate if the questionnaire is clearly designed and properly

conducted.

2. Written Survey: Written customer surveys appear to be the most common technique

used when you hope to obtain simple or quantifiable information. A written survey

will work best in gathering information about how customers rate a service or how

many customers bought a certain product. Use a written customer service form when

collecting information from a number of respondents from a dispersed customer base.

The simplest kinds of questions are those that offer respondents a rating scale. Written

surveys can be mailed periodically to a random sample of clients.

3. In-person Interview: In-depth exploration of customer preferences can be done

through face-to-face interviews. According to “Go To Market Strategy” by Lawrence

Friedman, face-to-face interviews are the best way to collect detailed customer

feedback. Use this technique when you want to collect customer feedback in a

geographically concentrated market and if your budget and resources permit such a

labor-intensive survey method.

4. Employing Focus Group: Focus groups can be used to collect data about how

customers see or think about tangible products. This is used to elicit reactions to a

new product and see how product perceptions develop among customers.

5. Telephone Interviewing: Use telephone interviewing for more in-depth and

confidential exploration of customer satisfaction and perception. One can ask almost

any question over the phone. There are also software packages, such as the computer

assisted telephone interviewing (CATI) software, allow you to record interviews to

simplify management of the results.

6. Online Surveys: You can use Internet resources to collect ideas from customers who

are Internet users. Make use of online surveys to collect information from a wide

customer base and to monitor customer satisfaction.



Questionnaire:

A questionnaire is a data collection instrument. It is a list of questions to be asked from the

respondents. It also contains a suitable space where the answers can be recorded. The term

questionnaire usually refers to a self-administered process whereby the respondent himself

reads the question and records his answers without the assistance of an interviewer. This is a

narrow definition of a questionnaire.

A questionnaire is a method of obtaining specific information about a defined problem so that

the data, after analysis and interpretation, results in a better appreciation of the problem. A

questionnaire form, which has to be completed by an interviewer, is often referred as

schedule.

A questionnaire is in itself a measurement instrument that utilities various types of more

specific measuring devices or scales. The success of collecting data either through the

questionnaire method or through the schedule method depends largely on the proper design

of the questionnaire. This is a specialized job and requires high degree of skill, experience,

through knowledge of the research topic, ability to frame questions and a great deal of

patience. There are no hard and fast rules in designing the questionnaire.

Questionnaire Design:

Adequate questionnaire designing is critical to the success of a survey. Inappropriate

questions, incorrect ordering of questions, incorrect scaling or bad questionnaire format can

make the survey valueless, as it may not accurately reflect the views and opinions of the

participants, a useful method of checking a questionnaire and making sure it is accurately

capturing the intended information is to pre-test among a smaller subset of target respondents.

Questionnaire designing is discussed in nine steps. These steps may vary in importance inn

individual projects, but each step must receive attention in each case. The steps designing

questionnaire are as follows.

1. Determine What Information is Wanted: Questionnaires are prepared to meet

research objectives and to motivate the respondents to cooperate with the survey.

Therefore a specific statement of the information required for research purposes is



prepared and put in operation to motivate the respondents. The specific characteristics

of the information are decided upon for the proposed analysis and objectives.

2. Determine the type of Questionnaire to use: After deciding the information

required for the research, the next step is to decide the method of using the

questionnaire or administering the questionnaire. The questionnaire can be used by

personal interview, mail, telephone or all of them. The choice among these

alternatives is largely determined by the type of information to be obtained and by the

type of respondents from questionnaire at this point since the questions asked, the way

in which they are asked and the sequence in which they are asked will all be

influenced by this decision. The influence of the type of questionnaire on these factors

will be brought out in the discussion.

3. Determine the content of Individual Questions: once the needed information is

specified the method of communication is decided, researchers are ready to begin

formulating the questionnaire. A first problem is to decide what include in individual

questions.

4. Determine the type of Questions to use: once the content of individual questions is

decided, researchers are ready to begin forming the actual questions; researchers are

ready to begin forming actual questions. Before they can work on the wording of each

question, they must decide on the type of question to use. Part of this decision is

whether to use disguised or non disguised, structured or unstructured questioning.

5. Deciding on wording of Questions: In the preceding discussion of question content

and types of questions, much has been said on question wording. A number of other

important ideas however should be considered. Unfortunately, these ideas are more

rules of thumb that have been developed from experience than they are underlying

concept.

Define the issue

Should question be subjective or objective

Positive or negative statement

Use simple words

Avoid ambiguous questions

Avoid leading questions



6. Decide on question sequence: Once the wording of the individual questions has been

determined, it is necessary to set them up in some order. The sequence can influence

the results obtained. A questionnaire has three major sections:

Basic information

Classification information

Identification information

7. Decide on length of Questionnaire: How long the questionnaire/ schedule would be

depends upon:

What the researcher wants to know and how many items are necessary so that

the data will be credible.

On the type of study since self-administered questionnaires may be shorter

than face to face interviews.

On the time which the researcher has available for the study

On the time the respondents can and will take

On the researcher’s resources

For obtaining necessary and adequate data and credible answers, it is necessary that

the equally important that time for filling up questionnaires or responding to interview

schedule is generally limited to30-40 minutes in comparison to face-to-face interview which

can continue for 45-60 minutes. Another consideration is the respondents. How long can they

be available? Will they take interest in answering questions seriously? Young people may be

available for less time than the middle-aged and the old people.

8. Decide on layout and reproduction: The physical layout and reproduction of the

questionnaire influence the success of the interview. While planning the layout and

reproduction three important points are considered. They are

Accepting of the questionnaire

Ease to control

Ease of handling

9. Check questions: Once the first draft of the questionnaire has been completed and

before it is actually pre-tested, it is a good idea to get one expert’s opinion of the

questionnaire. A person who is expert in research methodology can help to each

methodological weakness in the instrument, such as faculty scales, inadequate



instruments etc. A person who is familiar with the topic of the questionnaire can help

in assessing the face validity of the questions. Do they make sense; are they easy to

understand, do they ask what they are supposed for asking.

10. Pre-test: Before the questionnaire is ready for the field, it needs to be pre-tested

under field conditions. No researcher can prepare a questionnaire so good that

improvements cannot be discovered in field test. Researchers have reported pre-

testing, changing and pre-testing again for as many as 25 times before they were

satisfied with some questionnaires. Once pre-test is as much, as most questionnaires

get.

11. Revision and Final Draft: After each significant revision of the questionnaire,

another pre-test should be run. When the last pre-test suggests no new revisions, the

researcher is ready to print the actual questionnaires to be used in the survey.

Advantages of Questionnaire Method:

1. Economical: Questionnaire is less expensive than other methods. Even the staffs

required are not much as either the researcher himself may mail or one or two

investigators may be appointed for hand-distributing the questionnaires. Giving salary

and TA/DA to the investigators and the research officers increase the cost of the

survey. In questionnaire the researcher has only to spend money on postage for

sending the questionnaires and stamped envelopes for getting back the filled-in

questionnaires or on follow-up letters. The mailed questionnaires thus cost less.

2. Time Saving: Since the respondents may be geographically dispersed and sample

size may be very large, the time required for getting back the questionnaire may be

little greater but usually less than that for face-to-face inter icwa. Thus, since all

questionnaires are sent simultaneously and most of the replies are received in 10-15

days, schedules take months to complete. In simple terms, questionnaires produce

quick results.

3. Accessibility to Diverse Respondents: When the respondents are separated

geographically, they can be reached by correspondence which saves travel cost

4. Free from Bias: Since the interviewer is not physically present at interviewee’s

place, he cannot influence his answers, either by prompting or by giving his own

opinion or by misreading the question.



5. Greater Anonymity: The absence of the interviewer assures anonymity which

enables respondent to express free opinions and answers even to socially undesirable

questions. The absence of the interviewer assures privacy to the respondents because

of which they willingly give details of all events and incidents they would have not

revealed otherwise.

6. Respondent’s Convenience: The respondent can fill-in the questionnaire leisurely at

his convenience. He is not forced to complete all questions at one time. Since he fills

up the questionnaire in spare time, he can answer easy questions first and take time

for difficult questions.

7. Standard wordings: Each respondent is exposed to same words and therefore there is

little difference in understanding questions. The comparison of answers is thus

facilitated.

8. No Variation: Questionnaires are a stable, consistent and uniform measure, without

variation.

Disadvantages of Questionnaire Method:

1. Unwillingness of Respondent to Provide Information: Most interviews are

obtained at the sufferance of the respondent. The respondent answers the telephone to

be greeted by an interviewer with a list of questions. The interviewer is unknown to

the respondent, and the subject of the proposed interview may be little or no interest.

The interviewer counts on the natural politeness and good nature of most people to

gain their cooperation. But in some cases potential respondents will refuse to take the

time to be interviewed or will refuse to answer some specific questions.

2. Inability of Respondent to provide Information: Despite a willingness to

cooperate, many persons are unable to give accurate information on questions which

the marketing interviewer would like to ask. Most products are bought without any

conscious array of reasons for and against. Questions on such motivations are,

therefore, apt not to obtain complete information. In other cases, respondents cannot

furnish information because they are unable to remember the facts desired or because

they have never known the facts.

3. Influence of Questioning Process: A third major limitation of the questionnaire

method is the effect of the questioning process on the results obtained. The situation



in which a person is questioned about routine actions is an artificial one at best. As a

result, respondents may furnish reports quite different from the facts.

Questionnaire can be administered to respondents who have considerable

amount of education

Success and effectiveness mainly depends on the co-operation of the

respondent.

In many situations researchers is not in a position to observe the

gestures/expressions of the respondent.

Unintelligent answers or misinterpretation of any question by the respondent

cannot be corrected.

Non-response rate is very high.



CHAPTER-4

ANALYSIS AND

INTERPRETATION



4.0 Analysis and interpretation of Data

The actual problem of improving sales, it would be worthwhile to examine the Customer

Support function of the company. Of the total 100 odd strength of the company about 75

form the service staff. It comprises of about 25 Technicians and 25 helpers.

The rest form the supervisory functions, the support staff etc. On a typical day, there would

be numerous complaints that would be logged in and a complaint number would be given

against each complaint.

This entire service force would be moved around from location to location by supervisors

manning the phones. The complaints that are logged in before lunchtime would be attended

the same day and the rest would be taken care the next day. In some Cases the service are

given at the weekends. At one point of the operations HVAC prided to have a response time

of 4 hours. However in the course of last few years, even this has had to struggle with

growing business and shortage of experienced personnel and such other administrative

difficulties.



1. Which product are you using of Relyon saral product?

Table: 4.1

Particular No Of Respondents Percentage (%)

TDS Professional 8 16

TDS Corporate 11 22

TDS Institution 3 6

VAT100 15 30

VAT Info 3 6

Income Tax 4 8

Tax Office 6 12

Total 50 100

Analysis:

In the above table, Here in this table customer prefer to buy TDS professional 16%, TDS

Corporate 22%, TDS Institution 6%,vat 100 30% ,Vat info 6%,Income tax 8%,Taxoffice

12%.

Graph: 4.1

TDS P

rofe

ssio

nal

TDS C

orpora

te

TDS I

nstitu

tion

VAT100

VAT Info

Inco

me T

ax

Tax O

ffice

0

5

10

15

20

25

30

35

No Of RespondentsPercentage(%)

Interpretation:

In the above graph it is found that customer prefer to buy VAT 100 more as its percentage is

30%.



2. From how many years you are using Relyon software product?

Table: 4.2

Years No of Respondents Percentage

(%)

1 2 4

2 9 18

3 18 36

4 7 14

5 7 14

6 4 8

7 2 4

8 1 2

9 0 0

10 0 0

Total 50 100

Analysis:

Here in this table, we chose 50 respondents in that 4% of customers using from one year, 18% from 2 year,36% from 3 year,14%from 4 year,14%from 5 year ,8%from 6years,4% from 7 years and 2% form 8 years

Graph: 4.2

1 2 3 4 5 6 7 8 9 100

5

10

15

20

25

30

35

40

No of RespondentsPercentage(%)

Interpretation:

In the above graph it is found that most of the customers are using Relyon saral products

from 3 years



3. Are you satisfied with the Relyon saral product?

Table: 4.3

Particulars No of Respondents Percentage (%)

Extremely satisfied 32 64

Satisfied 17 34

Dissatisfied 1 2

Extremely dissatisfied 0 0

Total 50 100

Analysis:

Out of 50 respondents of Relyon product, 64% of the respondents are extremely satisfied, 34% are satisfied, and 2% are dissatisfied.

Graph: 4.3

Extremely satisfied Satisfied Dissatisfied Extremely dissatisfied

0

10

20

30

40

50

60

70

No of RespondentsPercentage(%)

Interpretation:

In the above table it is shown that most of the customers are extremely satisfied with Relyon

Saral Products.



4. Are you aware of any competitors who provide taxation products?

Table:4.4

Particulars No. of Respondents Percentage

Yes 45 90

No 5 10

Total 50 100

Analysis:

During the market survey with the sample of 50 customers of Relyon products we came to

know that 90% of the customers are aware about the competitors of Relyon and rest are not

aware about competitors.

Graph: 4.4

Yes No

0

10

20

30

40

50

60

70

80

90

100

No. of RespondentsPercentage

Interpretation:

During the market survey with sample of 50 respondents 90% of customers are aware of

Competitors of taxation products.



5. How is the operating process of Relyon Saral Products?

Table:4.5

Particular No. of Respondents Percentage

Very Easy 24 48

Easy 24 48

Difficult 2 4

Very Difficult 0 0

Total 50 100

Analysis:

Among 50 respondents of the survey 48%of customers feel very easy to operate the Relyon

saral products, 48%feels easy to operate the product and rest 2% of customers feels difficult

to operate the product.

Graph: 4.5

Very Easy Easy Difficult Very Difficult0

10

20

30

40

50

60


Interpretation:

In the graph it is clearly shows that customers are satisfied with operating process of Relyon

product.



6. Have you ever faced any difficulty to operate Relyon Saral Product?

Table:4.6


Yes 19 38

No 31 62

Total 50 100

Analysis:

Here in this table we choose 50 respondents who are the existing customers of Relyon Saral

products out of that 38%of the customers feels difficult to operate the software and remaining

62% of the customers feels easy to operate the software.

Graph: 4.6

Yes No

0

10

20

30

40

50

60

70


Interpretation:

It is clearly shown in the graph that most of the customers faced easy to operate Relyon Saral

Products.



7. How is the quality of Relyon Saral Product?

Table:4.7


Good 29 58

Very Good 15 30

Excellent 3 6

Satisfied 3 6

Total 50 100

Analysis:

Here in this table out of 50 respondents 58% of respondents rated the quality of the Relyon as good, 30%of respondents rated it as very good, 6%of respondents rated it as excellent and other 6% of respondents rated it as satisfied.

Graph: 4.7

Good Very Good Excellent Satisfied

0

10

20

30

40

50

60

70


Interpretation:

It is clearly explained in the graph that quality of the Relyon Saral product is very good.



8. How is the customer service of Relyon Saral Product?

Table:4.8


Extremely Satisfied 11 22

Satisfied 34 68

Dissatisfied 5 10

Extremely Dissatisfied 0 0

Total 50 100

Analysis:

In the above table 50 customers were interviewed out of those 22% percent of the customers were extremely satisfied with the customer service provided by Relyon, 68%were satisfied rest of the 10%were dissatisfied with customer service provided by the company

Graph: 4.8

Extremely Satisfied Satisfied Dissatisfied Extremely Dissatisfied

0

10

20

30

40

50

60

70

80


Interpretation:

According to Market survey it is clearly explained in the graph that customer service of

Relyon Saral Product is satisfied.



9. How do you find company’s promotional activities?

Table:4.9


Good 35 70

Very Good 8 16

Excellent 7 14

Satisfied 0 0

Total 50 100

Analysis:

According to the survey 70% of the respondents rated the promotion activities of the Relyon

as good, 16% of the respondents rated as very good and 14%of the respondents rated as

excellent.

Graph: 4.9

Good Very Good Excellent Satisfied

0

10

20

30

40

50

60

70

80

No. of Respondents Percentage

Interpretation:

According to market survey it is explained in graph that many customer’s opinion that

promotional activities of the companies is good.



10. How do you come to know about Relyon Software?

Table:4.10


Advertisement 21 42

Online 16 32

Friends 10 20

Seminars 3 6

Total 50 100

Analysis:

In the above 50 respondents, 42% of the customers came to know about product by

advertisements, 32% of customers came to know about product through online, 20% through

friends reference and rest 6% of customers came to know about product by seminars given by

company.

Graph: 4.10

Advertisement Online Friends Seminars 0

5

10

15

20

25

30

35

40

45


Interpretation:

In the graph it is clearly explained that most of the customers came to know about Relyon

Software by advertisements.



11. Compare to other competitor how is the pricing strategy of the

product?

Table:4.11


High 22 44

Low 16 32

Average 12 24

Total 50 100

Analysis:

Out of the 50 respondents 44%of the respondents feels the price of the Relyon products are

higher than the competitors price, 32%of the respondents feels the price is lower than the

competitors and the remaining 24% of the respondents feels the price is average to the

competitors.

Graph: 4.11

High Low Average 0

5

10

15

20

25

30

35

40

45

50


Interpretation

In the above graph it is explained that pricing strategy of Relyon saral product is high than

the competitors.



12.What is the supply chain duration of the product?

Table:4.12


24 hours 44 88

Within 2 days 5 10

Within 4 days 1 2

Within a week 0 0

Total 50 100

Analysis:

The above table shows that the supply of the Relyon is very effective because 88%of the

respondent’s opinion is the company will supply the product to the customers within 24 hours

of the order.

Graph: 4.12

24 hours Within 2 days Within 4 days Within a week0

10

20

30

40

50

60

70

80

90

100


Interpretation

In the graph it is clearly shown that supply chain duration of Relyon product is done within

24 hours.



13. Does Company gives discount price for the products?

Table:4.13


Yes 40 80

No 10 20

Total 50 100

Analysis:

Relyon provides the products at the discount price for most of the existing customers. And it

is clearly displayed in the above table in that 80% of the customers got the product at the

discount price.

Graph: 4.13

Yes No

0

10

20

30

40

50

60

70

80

90


Interpretation

It is clearly explained in the graph that 80% of customers purchased through discount price.



14. Based on your awareness product/service is better or same or worse

than the other product?

Table:4.14

Particular No. of Respondents Percentage

Better 30 60

Same 20 40

Worse 0 0

Total 50 100

Analysis:

There is a heavy competition in market for Relyon products. Among the 50 respondents 60%

of the respondents feel that the awareness created by the Relyon product is better than the

competitors.

Graph: 4.14

Better Same Worse

0

10

20

30

40

50

60

70


Interpretation:

It is clear that awareness created by customer is better.



15. How did you contact the representatives?

Table:4.15

Particulars No. of Representatives Percentage

Personal 20 40

Telephone 20 40

Mail 10 20

Others 0 0

Total 50 100

Analysis:

From the survey we came to know that the 40% of the customers are personally contacts the

executives, 40% are contacts through telephone and the 20% are contacts through Emails.

Graph: 4.15

Personal Telephone Mail Others

0

5

10

15

20

25

30

35

40

45

No. of ReresentativesPercentage

Interpretation:

It is clearly explained in the graph that 40% of customers contact the representatives by

Personal and telephone.



16. Based on your experience with the product would you recommend

this product to yours friends?

Table:4.16


Definitely I will 35 70

Probably I will 10 20

Might or might not 4 8

Definitely I will not 0 0

Probably I will not 1 2

Total 50 100

Analysis:

Out of 5o respondents of survey 70% of the customers are highly satisfied with

products/services and they are going to refer to others and 20% of the customers probably

they going to refer to others, 8% of customers may or may not be refer to others.

Graph: 4.16

Definitely I will Probably I will Might or might

notDefinitely I will

not Probably I will

not

0

10

20

30

40

50

60

70

80


Interpretation:

By market survey we came to know that most of customer will definitely recommend to the

products to others.



17.When you think of taxation software which company comes to your

mind first?

Table: 4.17


Relyon 42 84

Winman 5 10

Tally 3 6

Others 0 0

Total 50 100

Analysis:

Relyon products are fixed in the minds of customer with superior quality of products and

services. And it very clear in the survey that in mind of 84% of respondents Relyon comes

first when they think about taxation product.

Chart: 4.17

Relyon Winman Tally Others 0

10

20

30

40

50

60

70

80

90


Interpretation:

The above table shows that most of customers prefers Relyon product when they think

about the taxation product.



CHAPTER-5

FINDINGS AND

SUGGESTIONS



5.1 FINDINGS

Majority of the respondents said that the Service given in time

Majority of the respondents agree that the products that they delivered met all the

requirements as per the initial specifications

Communication was considered by most of the respondents as a major

Problem in receiving the service

The problem are resolved within time

The respondents are satisfied with the service representative’s Friendly behaviour and

patient in problem solving

The expansion plans of the existing clients are likely to be in this year only this is the

great opportunity for the Relyon Softech Ltd

The respondents are very satisfied with time taken for solving the problem



5.2 SUGGESTION

Relyon Softech Ltd has achieved a lot in the field of software. Not much can be suggested in

regard to the policies and principles it has. The good success rate is a clear reflection about

the company’s strong rules, coupled with dedicated work put in by its employees.

The following could help the company to become a pioneer in its field.

The company lacks publicity. A good portion of the top companies not quite aware of

the existence of such a software company like Relyon Softech Ltd. The company

could undertake promotional activities. They could make aware of the services they

render to the companies. This could attract new customers which can be transformed

into a long lasting relationship. This could be put into action by having print

advertisements in papers like Times of India, Economic Times, Business Standard,

etc.

The company acts as a mediatory for most of the companies. It gives people access to

a wide variety of tax computing and deducting tools.

The company could tie up with some other testing tools companies and help the

customers in end to end solutions. Tie up with software testing tool companies which

help in testing on the target devices (embedded software) would open a huge market

for Relyon Softech Ltd as the tools do not support testing on target devices.

The company should try to tie up with various product companies and get the testing

job as consultancy which would help them earn more profit and also good will as the

company has a professional testing team.

The service quality at Precision needs to improve by leaps and bounds. For this to happen the

management, staff and everybody else involved in the functioning of Relyon Softech Ltd

needs to give in more than 100%.

This can be done by adopting the following recommendations:

Employ an experienced and senior hand to manage the branch.

Employ experienced Salesmen with good compensation packages. It is noticed

That current package does not get the best of people and often de motivates the staff.

Introduce incentive based compensation packages that would drive the staff to do

better.

Improve the data base management of the prospective and exiting customers. The

current system has become lax and requires improvements with constant alerts.



An exhaustive exercise that involves approaching every single customer and address

all grievances. It is advised to carry out all the corrective actions free of cost if

required. This would go a long way in retaining the customer base

It is noted that the prices of Relyon Softech Ltd are expensive and the dealers are not

in a position of offering huge discounts unlike its competitors. It is recommended that

the management device a strategy which would offer competitive prices and there by

attract more customers.

Suitable training should be given for the Sales team to improve the performance.

Make tie up with the Builders and Motivate the Employee.

Commitments should be done in time or on time.



5.3 CONCLUSION:

The result of survey is sufficient enough to prove that the Relyon Softech has a very good

reputation in the IT market. It has successful in maintaining the quality of the product and the

services provided to the customers in order to maintain the higher competition efficiency, the

company should maintain the same quality of the product and service.

It is observed that the company is facing heavy competition from various softwares like tally

and winman. Therefore it is more important to keep the competitive efficiency high. It also

necessary that the higher authority to see the facts of the services provided to the customers

for the benefit of the customers.

In this present market, the customers have been described as the ‘king’. Thus it is very

essential to the organisation should provide those product and services that satisfies the

present needs of the customers.

Since Relyon Softech is the one of the growing software company, and with high competition

and also with some technical reasons the company could not reach its usual profit percentage.

However the operating profit is lower. So, measures should be taken to improve the sales and

turnover of the products.

Hence the hypothesis has been proved by the survey that the customers of Relyon Softech are

highly satisfied with product and services provided by the company



BIBLIOGRAPHY

BOOKS REFERRED:

1. Marketing Management- Philip Kotler , 12th Edition, Prentice Hall Of India Private

Limited, New Delhi,2007

2. Research Methodology concepts and cases, Deepak Chawla & Neena Sordhi, Vikas

Publishers,2014

3. Marketing Research – Malhotra, Naresh K-Fourth Edition, Pearsons Education

Private Limited,New Delhi,2007

WEBSITE REFERRED:

www.relyonsoftech.com

www.google.com


http://www.relyonsoftech.com/


ANNEXURE

QUESTINNARIE

Name of the company: ……………………………………………………..

1. Which product are you using of Relyon Saral product?

TDS Professional TDS Institutional

TDS Corporate Income Tax

VAT 100 Tax Office

VAT info

2. From how many years you are using Relyon Saral product?

1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

3. Are you satisfied with the Relyon Saral product?

Extremely satisfied Satisfied

Dissatisfied Extremely Dissatisfied

4. Are you aware of any competitor who provide taxation product?

Yes No

5. How is the operating process of Relyon Saral product?

Very Easy Easy

Difficult Very Difficult

6. Have you ever faced any difficulty to operate Relyon Saral product?

Yes No

7. How is the quality of Relyon Saral Product?

Good Very Good

Excellent Satisfied

8. How is the customer service of Relyon Saral product?

Extremely satisfied Satisfied

Dissatisfied Extremely Dissatisfied



9. How do find company’s promotional activities?

Good Very Good

Excellent Satisfied

10. How do you come to know about Relyon software?

Advertisement Online Friends Seminars

11. Compare to other competitors how the pricing strategy of the product?

High Low Average

12. What is the supply chain duration of the product?

24 hours Within 2 days

Within 4 days Within a week

13. Does Company give discounts price for the product?

Yes No

14. Based on your awareness product/service is better or same or worse than other product?

Better Same Worse

15. How did you contact the representative?

Personal Telephone Email Others

16. Based on your experience with product, would you recommend this product to your friend?

Definitely I will Probably I will

Might or might not Definitely I will not

Probably I will not

17. When you think of taxation software which company comes to your mind first?

Relyon Winman Tally Others
