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CUSTOMER RELATIONSHIP MANAGEMENT

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 Sample Size Sampling Technique Statistical Tools Graphical Tools : : : : : 330 100 Convenience Sampling Chi Square,Correlation,One way ANOVA 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.

TABLE OF CONTENTS
CHAPTER NO PAGE NO I II 1 5 11 20 21 22 24 25

CHAPTERS

ACKNOWLEDGEMENT ABSTRACT 1 INTRODUCTION 1.1 INDUSTRY PROFILE 1.2 COMPANY PROFILE 1.3 NEED FOR THE STUDY 1.4 OBJECTIVES 1.5 SCOPE OF THE STUDY 1.6 LIMITATIONS OF THE STUDY 2 3 REVIEW OF LITERATURE RESEARCH METHODOLOGY 3.1 RESEARCH DESIGN 3.2 DATA SOURCES 3.3 RESEARCH INSTRUMENTS 3.4 ANALYTICAL TOOLS

28 28 29 29

DATA ANALYSIS AND INTERPRETATION 4.1 TABLES 4.2 CHARTS 4.3 STATISTICAL TOOLS
30 30 55

CONCLUSION 5.1 FINDINGS 5.2 SUGGESTIONS 5.3 CONCLUSION APPENDIX QUESTIONNAIRE BIBLIOGRAPHY
61 63 64

LIST OF TABLES
TABLE NO. 4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.11 4.12 4.13 4.14 4.15 4.16 4.17 4.18 4.19 4.20 PAGE NO 30 31 32 33 34 35 36 37 38 39 41 43 45

TITLE Association Of Customers With Jemi Cluster Kind Of Services That Customers Are Availing Customers Who Had Availed The Same Services Companies From Which Customers Have Availed The Same Services Kind Of Services Customers Had Availed From Other Companies Evaluation And Comparison Of The Services Evaluation And Comparison Of The Services Provided By Jemi Cluster Agreement To The Statements Given By The Customers Evaluation Of Importance Given By Customers To The Attributes Acceptance Of The Customers That They Encountered Problems Promptness Of Jemi Cluster In Resolving The Customers Problems Customers Who Suggested Changes During The Level Of Service Nature Of Change Suggested By The Customers During Service Time Acceptance Of Customers Regarding Changes Made By The Company According To Their Needs Change Made By Jemi Cluster According To The Customers Needs Ratings Given By Customers To The Overall Services Of Jemi Cluster Customers Idea Of Availing Jemi Clusters Services In Future Kind Of Services Which The Customers Wish To Avail For Jemi Cluster Reason For Not Availing The Services Of Jemi Cluster In Future By The Customers

47 48 49 51 52

53 54

LIST OF CHARTS
CHART NO. 4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.11 4.12 4.13 4.14 4.15 4.16 4.17 4.18 TITLE Association Of Customers With Jemi Cluster Kind Of Services That Customers Are Availing Customers Who Had Availed The Same Services Companies From Which Customers Have Availed The Same Services Kind Of Services Customers Had Availed From Other Companies Evaluation And Comparison Of The Services Evaluation And Comparison Of The Services Provided By JEMI CLUSTER Agreement To The Statements Given By The Customers Evaluation Of Importance Given By Customers To The Attributes Acceptance Of The Customers That They Encountered Problems Promptness Of JEMI CLUSTER In Resolving The Customers Problems Customers Who Suggested Changes During The Level Of Service Nature Of Change Suggested By The Customers During Service Time Acceptance Of Customers Regarding Changes Made By The Company According To Their Needs Change Made By JEMI CLUSTER According To The Customers Needs Ratings Given By Customers To The Overall Services Of Jemi Cluster Customers Idea Of Availing JEMI CLUSTERs Services In Future Kind Of Services Which The Customers Wish To Avail For JEMI CLUSTER Reason For Not Availing The Services Of JEMI CLUSTER In Future By The Customers Customers Who Suggested For The Improvement Of JEMI CLUSTERs Services 54 53 52 47 48 49 51 36 37 38 40 42 44 46 PAGE NO 30 31 32 33 34 35

4.19

4.20

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

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. WHY CUSTOMER 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 a new 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 be acquired 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 for track 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 the type 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 in acquiring 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.

5. The strongest aspect of Customer Relationship Management is that it is very costeffective. 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 on fingertips. This reduces the process time and increases productivity. 7. Efficiently dealing with all the customers and providing them what they actually need increases 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 business forever 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

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.

1.2 NEED FOR THE STUDY

1. To understand the customer expectations. 2. To improve the overall customer satisfaction. 3. To improve the business relationship. 4. To understand the customer intention towards availing Jemi Cluster services in future

1.5 SCOPE OF THE STUDY

The service industry forms a backbone of social and economic development of a region. It has emerged as the largest and fastest-growing sectors in the world economy, making higher contributions to the global output and employment. Its growth rate has been higher than that of agriculture and manufacturing sectors. It is a large and most dynamic part of the Indian economy both in terms of employment potential and contribution to national income. It covers a wide range of activities, such as trading, transportation and communication, financial, real estate and business services, as well as community, social and personal services. The service sector is receiving much deserved attention resulting from its inevitable role in a countrys economic development. It is mainly focusing on developing inbound relationship with customer, which helps in terms of retaining the customer because service is an intangible good which include attention advice, experience and discussion. With increased globalization, competition, higher customer turnover, growing customer acquisition cost and rising customer expectations in todays competitive world, CRM has become an important tool for several service providers in order to retain their customers for long period. Researchers found that developing a CRM strategy with the help of IT, one-toone marketing, and producing customized products would be a life saver for services industry. This study opens up the relationship between the customers and the management. From the study organization can develop better CRM policies with their customers.

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 services delivered 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.

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.

CHAPTER II 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 close relationships with customers enhances 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.
1

Customer relationship management and company performance-the mediating role of new product

performanceJournal of the Academy of Marketing Science; Apr2011, Vol. 39 Issue 2.


2

The impact of customer relationship management capability on innovation and performance

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

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 wordof-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 Customer loyalty 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 individual customer with respect to the links between customer satisfaction, customer (action) loyalty and customer profitability. They provided a fact that

more loyal a customertends to be, the higher customer profitability 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

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

customerrelationship perceptions andrelationship marketing instruments on customer retention over a period of time. Author says that customer relationship perceptions are considered evaluations of relationship strength and a supplier's offerings. Finally he states that firms can use some strategies like loyalty programs to affect customer retention.

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

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, or SaaS,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 of Symantec, 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

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 Machine 2. Oracle Corporation 3. Accenture 4. Google 5. Yahoo 6. HP 7. Symantec 8. Capgemini 9. 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.

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 its information 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 security apparatus manufacturer, for offering engineering facilities. Global giant Walmart has short listed their Indian IT dealers namely Cognizant Technology Solutions, 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:

The Indian government has established a National Taskforce on IT with an aim of formatting a durable National IT Policy for India Endorsement of the IT Act, which offers an authorized structure to assist electronic trade and electronic operations.

Major investments in India's domestic IT Market


According to Andhra Pradesh Government the state's SEZs and Software Technology Parks of India (STPI) will witness an investment of US$ 3.27 billion in the next few years. VMware Inc, San Francisco-based IT firm is looking forward to invest US$ 100 million by 2010 in India. EMC Corporation's total Indian assets is expected to reach US$ 2 billion by 2014

Indian Software Industry:


The Indian Information Technology industry accounts for a 5.19% of the country's GDP and export earnings as of 2010, while providing employment to a significant number of its tertiary sector workforce. More than 2.3 million people are employed in the sector either directly or indirectly, making it one of the biggest job creators in India and a mainstay of the national economy. In 2011, annual revenues from outsourcing operations in India amounted to US$54.33 billion compared to China with $35.76 billion and Philippines with $8.85 billion. India's outsourcing industry is expected to increase to US$225 billion by 2020.

Recent trends in software Industry:

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.

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, Jemi is a professionally organized Design & Development House specialized in providing innovative software solutions. We are concentrating on Multi Domain Vertical 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.

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, projects both 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

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

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

SERVICES PROVIDED BY THE JEMI CLUSTERS: Web Services

Website Design Website Redesign Website Maintenance Website Hosting Website Development Content Management System

Design Services

Logo Design Stationary Design Brochure Design Content Management System

Professional Service

Core Consultant Services Software Development Project Management Man Power Recruitment ERP, CRM Software HRM Practice ISO Promoters Business Outsourcing

Our Services

Bulk SMS Software Bulk Email Software Training And Placement Services Offshore Outsourcing E-Commerce Development Domain Name Registration

Clients

CHAPTER

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:

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 Data Primary data is collected through Questionnaire. Secondary Data Considerable 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 the questionnaire. 4. Reliability and accuracy of the analysis depends on the respondents openness and trueness towards each question in the questionnaire. 5. This research outcome may not be suitable for any other IT service sector.

CHAPTER IV DATA ANALYSIS AND INTERPRETATIONS

Table 1. Showing the association of customers with Jemi Cluster


Particulars 20-30 years 30-40 years 40-50 years Above 50 years Total No of Respondents Percentage % 35 28 24 13 100 35 28 24 13 100

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

Particulars Male Female Total

No of Respondents 62 38 100

Percentage % 62 38 100

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.

Table 3.Showing Education Qualification Of The Respondents

Particulars Graduate Post Graduate ITI Diploma Others Total

No of Respondents 40 26 18 6 10 120

Percentage % 40 26 18 6 10 100

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.

Table 4. Showing Income of the respondents Particulrs Below 10,000 20,000-30,000 30,000-40,000 40,000-50,000 Above 50,000 Total Respondents 18 38 28 10 6 100 Percentage % 18 38 28 10 6 100

Chart 4. Showing Income of the respondents

Inference: The above chart shows that 38% of the respondents have 20k 30k 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.

Table 5. Showing the association of customers with Jemi Cluster

Years <1 year

Respondents Percent 18 18 28 36 18 100.0

1-2 years 28 2-3 years 36 >3years Total 18 100

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.

Table 6. Showing the kind of services that customers are availing from Jemi Cluster. Services availed Software Services Business Consulting Respondents Percent 30 18 30 18 8 44 100.0

Placements & Executive search 8 Web Development Services Total 44 100

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.

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

Particular Respondents Percent Yes No Total 65 35 100 65.0 35.0 100.0

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 other companies and be loyal to Jemi Cluster. Hence, the majority of 65% has to be tapped back to Jemi Clusterservices by improving the CRM mechanism.

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

Particular

Respondents Percent 33 47 20 100

Photon InfoTech 33 Kumaran Systems 47 Others Total 20 100

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.

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

Particular Software Services Business Consulting

Respondents Percent 30 23 30 23 47 100

Placements & Executive Search 47 Total 100

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

Inference:

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 Cluster Technologies 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 Timely communication Customized solution Post-delivery guidance Consistency in service quality Promptness Grievance Redressal Honoring deadliness Price 2.5 2.3 2.2 1.89 1.89 1.84 1.84 1.82 1.79

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

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.

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 Personnel Timely communication Honoring deadliness Consistency in service quality Promptness Post delivery guidance Price Grievance redressal 2.3 2.22 2.13 2.02 1.86 1.76 1.73 1.7 1.7

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

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.

Table 12.Showing the evaluation of the agreement to the statements given by the customers which are related to JEMI CLUSTER Statements CLUSTER that are related to JEMI 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 Solutions provided are matching to the requirements Communication is made in time Staff are trained to handle the assignment Service delivery is prompt Staff are knowledge Staff are polite and understanding Fee charged is reasonable The service promised was fully deliverd Information is provided adequately Process of service was clearly explained

3.4

3.2

3.1 1.8 1.8 1.79 1.76 1.6 1.6 1.58 1.59

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

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.

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 Consistency in service quality Price Honoring deadliness Customized solutions Timely communication Personnel Promptness Post delivery guidance Griveance redressal 1.2 1.2 1.39 1.48 1.56 2.4 2.7 2.7 3.2

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

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.

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

Particular

Responden ts

Percent 86 14 100

Yes No Total

86 14 100

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.

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

Particulars Respondents Percent Yes No Total 5 95 100 5 95 100

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.

Table 16.1showing the customers who encountered problems during service time

Particular Yes No Total

Respondents Percent 68 32 100 68 32 100

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.

Table 16.2 showing the how promptly the problem was solved

Particular Promptly Slowly Still unsolved Total

Respondents Percent 55 34 11 100 55 34 11 100

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.

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

Particular Communication Submission of

Respondents Percent 68 32 100 68 32 100

application forms Total

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.

Table 18. Showing the acceptance of customers regarding changes made by the company according to their needs Particulars Respondents Percent Yes No Total 95 5 100 95 5 100

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.

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

Particular Partially changed Fully changed Total

Respondents Percent 54 46 100 54 46 100

Chart 19.Showing the change made by JEMI CLUSTER according 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.

Table 20. Showing the ratings given by customers to the overall services of Jemi Cluster. Particulars Excellent Good Fair Total Respondents Percent 9 66 25 100 9 66 25 100

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.

Table 21.Showing the customers idea of availing JEMI CLUSTERs services in future Particulars Respondents Percentage idea of future purchase most likely 34 likely not sure Total 55 11 18 34 55 11 100

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% of the 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.

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

<1 year 1-2 years 2-3 years >3 years Total Software Services Business Consulting Placement & Executive Search Web Development Services Total 7 7 0 9 23 8 6 0 13 27 10 9 7 10 36 7 6 6 11 27 32 28 13 43 100

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

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.

Table 23.showing the customers who suggested for the improvement of JEMI CLUSTERs services Particulars Respondents Percent Yes No Total 38 61 100 38 61 100

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.

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 avail the services of Jemi Cluster overall services overall services Pearson Correlation Sig. (2-tailed) N avail the services of Jemi Cluster in future Pearson Correlation Sig. (2-tailed) N 100 -.146 .149 100 100 1 in future -.146 .149 100 1

= -0.146

INFERENCE Since r is negative, there is negative relationship between overall service and avail the service in future.

CHI- SQUARE TEST I ( )

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 N encounter any problem * suggest any changes to be made in the level of service 100 Percent 100.0% N 0 Missing Percent .0% N 100 Total Percent 100.0%

Chi-Square Tests Asymp. Sig. Value Pearson Chi-Square Continuity Correction Likelihood Ratio Fisher's Exact Test Linear-by-Linear Association N of Valid Cases 100 6.680 1 .010 6.748a 5.394 8.624 df 1 1 1 (2-sided) .009 .020 .003 .011 .006 Exact Sig. (2sided) Exact Sig. (1sided)

a. 0 cells (.0%) have expected count less than 5. The minimum expected count is 5.72. b. Computed only for a 2x2 table

Calculated value = 6.748 Tabulated value = 3.471


Z = Z cal <Z tab

Z= 6.748<3.471 Hence, the null hypothesis [H0] is rejected. INFERENCE Since the calculated value is greater than the tabulated value, we reject the null hypothesis and hence there is a significant difference between problem encounter with the system and any changes to be made in the level of IT service.

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 95% Confidence Interval for Std. N yes no Total 60 40 100 Mean 2.65 2.62 2.64 Mean Upper Bound Minimum Maximum 2.86 2.89 2.80 1 1 1 4 4 4

Deviation Std. Error Lower Bound .850 .779 .823 .105 .134 .082 2.44 2.35 2.48

ANOVA Sum of Squares Between Groups Within Groups Total .026 67.014 67.040 df 1 98 99 Mean Square .026 .684 F .038 Sig. .847

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.

CHAPTER V FINDINGS, SUGGESTIONS AND CONCLUSIONS FINDINGS It was found that majority of JEMI CLUSTERs customers are availing services from the company from 2 to 3 years. 43% of customers availed Web Development Services from JEMI CLUSTER and only 8% have approached for Placement and Executive search. 65% of the customers had shifted to JEMI CLUSTER from other companies. Out of that 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 software services, 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 were found 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 JEMI CLUSTER is operating below average. Only 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. Majority of 68% suggested changes to JEMI CLUSTER regarding communication and the rest suggested change regarding bill submission. It was found that JEMI CLUSTER had partially changed according to customer needs.

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 avail services 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, which they are availing at present. Few of the customers have suggested JEMI CLUSTER for improving services further regarding various aspects like training, personnel and feedback.

SUGGESTIONS

The company can change its communication method i.e. they can communicate to the customers on daily basis to avoid the gap on product development. The company can increase its skill of members in order to deliver its services effectively. The company needs to educate the customers on their services related to Placement and Executive Search and its relevance to the customers. The company needs to scan the environment using ETOP and offer additional sub categories of services in each service assignment matching to the competitors offerings. The company can collect feedback from its customers regularly, which may help them to 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 of products such as Web Hosting, ERP,Training & development, etc.

CONCLUSIONS The response levels of Jemi Cluster customers were good and the problems were rectified 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.

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

QUESTIONNAIRE DEMOGRAPHIC VARIABLE 1. Age: a) 20-30 2. Gender: a) Male b) 30-40 b) Female b) Post Graduate e) Others c) ITI c) 40-50 d) above 50

3. Educational Qualification: a) Graduate d) Diploma 4. Designation: ______________________ 5. Income: a) below 10,000 d) 40,000-50,000

b) 20,000-30,000 e) above 50,000

c) 30,000-40,000

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

a) <1yr

b) 1-2yrs

c) 2-3yrs

d) >3yrs

7.

What services have you availed from Jemi Cluster?

a) Software Services b) Business Consulting c) Placements & Executive search d) 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?

9.

(If yes to Q.no. 8) Compare and evaluate the services provided by this company

against Jemi Cluster on the following factors (Use 1- better than Jemi Cluster, 2- same as Jemi Cluster, 3 worse than Jemi Cluster) a. Promptness b. Qualified personnel c. Customized solutions d. Price e. Consistency in service quality f. Timely communication g. Honoring deadliness h. Grievance Redressal i. 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 response b. Qualified personnel c. Customized solutions d. Price e. Consistency in service quality f. Timely communication g. Honoring deadlines h. Grievances redressal i. Post service delivery guidance

If any other, please furnish:

___________________________________________________________________

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 understanding b. Staff are knowledgeable c. Staff are trained adequately to handle the assignment d. Adequate staff are provided by the company for service delivery e. I am made aware of the process clearly f. Information is provided adequately g. Communication is made in time h. The service delivery is prompt i. The fee charged is reasonable j. The solution provided is matching to the requirements k. The service promised initially was delivered fully

12.

Did you encounter any problem during service time?

a) Yes

b) No

If 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

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 sure

If your answer for the above question is a or b, what kind of services would you like to avail from Jemi Cluster? I. Software Services II. Business Consulting III. Placements & Executive search IV. Web Development Services If your answer for the above question is c, d or e, please specify the reason

17.

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

18.

Do you acceptance of customers regarding changes made by the company according to

their needs?
Yes No

19.

Is it change made by JEMI CLUSTER according to the customers needs? Partially Changed Fully Changed

20.

What are the ratings given by customers to the overall services of Jemi Cluster? Excellent Good Fair