A

PROJECT REPORT

ON

“CONSUMER SATISFACTION AND ANALYSIS FOR

VRUSHALI INFOTECH PVT LTD”

SUBMITTED TO

SAVITRIBAI PHULE PUNE UNIVERSITY

IN PARTIAL FULFILLMENT OF 2 YEARS FULL TIME COURSE MASTERS

OF BUSINESS ADMINISTRATION (MBA)

SUBMITTED BY

Karan Chavan

UNDER THE GUIDANCE OF

Prof. Sandeep Londhe

SINHGAD BUSINESS SCHOOL, PUNE - 411 004

BATCH 2016-18

42
College Certificate

42
42
 Vrushali Infotech Pvt. Ltd.
Agresan Nagar, Flat No. 09, Building No. 04,
Bombay - Pune Road,Kundan Nagar, Kasarwadi,
Pune - 411 034. Tel. : 020 - 6529 0800
E-mail : ganesh@vrushaliinfotech.com

Certificate
TO WHO SO EVER IT MAY CONCERN

This is to certify that Mr. Karan Pradip Chavan Student of final year master of
business administration ( MBA ) from sinhagad Business School
Erandwane(SBS), affailiated to university of pune, has been working on project for
Vrushali InfoTech pvt .ltd. in kasarwadi from 15 may to 31 August 2017.

He has completed his project “consumer satisfaction and market Analysis” by

personal meeting.

During this period we found him sincere in his efforts. He has attitude to learn and
apply new for marketing era.

We wish him for best luck for him future.

For Vrushali InfoTech Pvt. Ltd.

Chirag Soni
(H.R Manager)

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 STUDENT DECLEARATION

I hereby declare that the project report entitled

“CONSUMER SATISFACTION AND MARKET ANALYSIS”

Submitted in partial fulfillment of the requirement for the award of degree of

MASTER OF BUSINESS ADMINISTRATION

To university of Pune, India, Is my original work

Place:
Date:

Name and signature of student

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 Acknowledgement

I got support in many ways from many people while conducting this report. First, I am deeply
grateful to my project guide, PROF. SANDEEP LONDHE a who helped me with full
devotion and always supported me earnestly whenever it was needed. Without his guidance,
support and academic inputs this report was not possible.
This Training report could never have seen the light of the day without his co-operation. I am
thankful to all of them for giving me their valuable time.

I am also thankful to my friends who were the biggest support for me in completing this project.
They manifested their great interest in my research work also and always tried to make things
easy for me.

A word of gratitude goes to my family members whose love; affection and understanding have
enabled me to complete this endeavour with ease.
At the end, I thank to Almighty for giving me courage and strength to conduct this project report.

KARAN P.CHAVAN
(MBA II Marketing)

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 Index

Sr.No Title Page

No.

1 Introduction & Executive Summary

2 Industry profile

3 Company Profile

4 Objective of the study

5 Product and service

6 Literature Review

7 Research Mythology

8 Data Analysis And Interpretation

9 Finding & scope for further studies

10 Conclusion

11 Limitation

12 Reference/Bibliography

13 Annexure

14

15

16

17

18

19

20

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 INTRODUCTION AND EXECUTIVE SUMMERY

The word "software" was coined as a prank as early as 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.
According to industry analyst Gartner, the size of the worldwide software industry in 2013 was
US$407.3 billion, an increase of 4.8% over 2012. As in past years, the largest four software
vendors were Microsoft, Oracle Corporation, IBM, and SAP respectively
The software industry has been subject to a high degree of consolidation over the past couple of
decades. From 1988 to 2010, 41,136 have been announced with a total known value of US$1,451
billion[6] ($1.45 trillion). The highest number and value of deals was set in 2000 during the high
times of the bubble with 6,757 transactions valued at $447 billion. In 2010, 1,628 deals were
announced valued at $49 billion. Approaches to successfully acquire and integrate software
companies are available

 BACKGROUND
Business models of software companies have been widely discussed.[8][9] Network effects
in software ecosystems, networks of companies, and their customers are an important element in
the strategy of software companies. The first chapter consists of five sections. The first section
discusses the background of the study by providing an overview about the topic. Further it
discusses the basis of the Research problems by providing the definitions of customer
satisfaction and service quality in order to build the concept. The third section presents the aim
and purpose of the work followed by the two research questions. The fourth section includes the
limitations of this research work. Finally the last part explains the structure/ outline of the study.
The aim of this research is to analyze the impact of service
quality on customer satisfaction. A sound association is found between customer satisfaction and
the quality of service provided by the companies. In business world customers are the source of
profit and revenue for the service organizations and improvements in service quality leads to

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customer loyalty. The study investigates the effect of quality on satisfaction by focusing on the
relationship between service quality and customer satisfaction and how quality can be improved
in the service firms

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The concept of customer satisfaction has drawn the attention of practioners and academics from
last several years based on the fact that customers are the primary source of Profit for most of the
firms operating in the market (Tam, 2004). According to Churchill and Surprenant (1982)
“customer satisfaction is an outcome of purchase and use resulting from the buyers' comparison
of the rewards and costs of the purchase in relation to the anticipated consequences”. It is also
defined in terms of an emotional state that usually arises in response of evaluating a particular
service (Westbrook, 1981). The former concept highlights the fact that satisfaction is determined
through a cognitive procedure by comparing what customers give up to get a service( cost) and
what they receive in response ( reward) however the later concept takes satisfaction as a
emotional feeling that results during the process of evaluation (Tam, 2004). Consistent with this
concept, we can say that “customer satisfaction is defined as an emotional response, which
results from a cognitive process of evaluating the service received against the costs of obtaining
the service” (Woodruff et al. 1991).
The subject of of service quality has aroused considerable recent interest
among Buniess people and academic of cources buyer have always been considered with quality
but the increasing competitive market for many service has led to become selective the service
they choose conceptualizing the quality of service is more complex for goods. Because of the
absence of tangible measuring service manifestation measuring service quality can be difficult
butthere are possible research approaches. Comprehensive models of service quality and
therelimitations can be studied. Understanding just what dimensions of quality are of importance
tocustomers is not always easy in their evaluation process. It is not sufficient for companies to
setquality standards in accordance with misguided assumptions of customers‘ expectations.
Afurther problem in defining service quality lies in the importance which customers often attach
tothe quality if the service provider is distinct from its service offers – the two cannot be
separatedas readily as in the case of goods. Finally, issues relating to the setting of quality
standards andimplementation of quality management should be studied.INTRODUCTION TO
SERVICE QUALITYQuality improvement and adherence to accepted norms of quality are
central to the modernconcept of marketing of services. The quality of service delivery results in
customer satisfactionand their retention as it reinforces the perception that the value of the
service received is greaterthat the price paid for it. Some important concepts are:Modern quality
concepts result in better profitability, which is the main goal of all the business.

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 INDUSTRY PROFILE

The word "software" was coined as a prank as early as 1953, but did not appear in print until the
1960s.[1] 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.[2]

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. Other influential or typical software companies
begun in the early 1960s included Advanced Computer Techniques, Automatic Data
Processing, Applied Data Research, and Informatics General.[3][4]The computer/hardware makers
started bundling operating systems, systems software and programming environments with their
machines.

When Digital Equipment Corporation (DEC) brought a relatively low-priced microcomputer to

market, it brought computing within the reach of many more companies and universities
worldwide, and it spawned great innovation in terms of new, powerful programming languages
and methodologies. New software was built for microcomputers, so other manufacturers
including IBM, followed DEC's example quickly, resulting in the IBM AS/400 amongst others.

The industry expanded greatly with the rise of the personal computer ("PC") in the mid-1970s,
which brought desktop computing to the office worker for the first time. In the following 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[citation needed] this
model had been attempted. From the point of view of producers of some proprietary software,
SaaS reduces the concerns about unauthorized copying, since it can only be accessed through the
Web, and by definition no client software is loaded onto the end user's PC.

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 About Tally Software

What is the use of Tally software

Tally is an accounts and inventory management software which is having many other features
too. With the latest version of this software Tally9 you can
1. do all basic accounting functions,
2. Manage your store and items,
3. do the job costing,
4. manage payroll,
5. get many mis reports which are useful for day today functions,
6. file your tax returns like prepare balance sheet, profit and loss statement, VAT forms, TDS,
returns, Service tax returns, e-TDS filing, Excise forms, FBT reports and forms,
7. maintain budgets, scenarios,
8. calculate interest on pending amount
9. manage data over different locations and synchronize it and many more other features.

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 Company Profile

Vrushali InfoTech Pvt Ltd.

Customer + happiness = Business

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 Vision

Deliver affordable ERP solutions for global markets

To be the best supplier of ERP to Small Medium-sized Micro Large Each and Every

Business owners.

Drive the new Customization (TDL) through innovation and integration of state-of-the-

art technologies.

A very respected Software Solution Provider

A very respected Tally Services Company

An icon of exemplary Customer Service

To become No.1 Partner of Tally globally in all aspects

To grow Horizontally and Vertically

 Mission

As an organization, we strive to be the leader throughout the market we serve, offering

innovative and world-class Solutions and Services on Tally that allows our customers to enjoy
the benefits of the application. We will establish this through delivering with highest level of
competence, greatest level of integrity and quality surpassing expectations of the customers.

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 ORGANIZATION CHART

Vrushali InfoTech
PVT. LTD

Sales Department
Service Department

Internal External Internal External service

Sales Team Sales Service Team Team
Team

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  Location, Product range & variety
Atlas Capco Opposite kundan nagar,
Kasarwadi, pune 411034

 Product
 Tally ERP 9 (Single User)
 Tally ERP 9 (Multi User)
 Annual maintenance Contract (AMC)
 Customization
 SMS Module
 Excel To Tally
 Tally Server 9

 List of Competitor
 Sharada Infosys Private Limited
 Prism IT Solutions Pvt. Ltd.
 Apex InfoTech Pvt
 Local Hardware

 Historical developments of the company

We are an authorized Partner of Tally (ERP Software), Tally Service Partner, Tally
Enterprise Partner and Implementation Company catering to customers across Maharashtra. We
have in-house competence to fully understand the complexities of client business environment
and suitably customize Tally to adapt to the environment.
Our customization and Implementation Services are truly innovative and designed to optimize
processes and bring value to the business from day one. Expertise gleaned from our 5 years of
providing technology solutions to businesses in emerging economies gives us the edge to get you
quickly attain your objectives. The tremendous flexibility & adaptability of Tally.ERP 9
simplifies the implementation and makes it an easy to start and configure on an incremental
basis. More importantly Customers can use the ERP and do transactions while the ERP
implementation is going on simultaneous.

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  Achievements of the company

All Achievement Trophies

 March End Offer Achieve

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 Best Tally Partner In Pune area

 Maha-Tech Event Participate Trophy

 Maha-Tech Event Participate

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 OBJECTIVES

Every project has its objective, which is to be accomplished, and it is for this
objective that the research is being conduct. For the project of “consumer
satisfaction and analysis” objectives has been drawn on the basis of which
questionnaire has been developed to collect and analyzed and summaries to study
them.
 Primary objective
1. To analyze the customer’s feedback and study where Vrushali InfoTech provides the
services.
2. To taking customer need and want regarding tally software.

 Secondary objective
1. To get suggestions from the consumer for improvement of the services.
2. To understand the consumer satisfaction level.
3. To understand the market trends.

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 Details study of customer satisfaction
Customer satisfaction measures how well the expectations of a customer concerning a product
or service provided by your company have been met.

Customer satisfaction is an abstract concept and involves such factors as the quality of the
product, the quality of the service provided, the atmosphere of the location where the product or
service is purchased, and the price of the product or service. Businesses often use customer
satisfaction surveys to gauge customer satisfaction. These surveys are used to gather
information about customer satisfaction. Typical areas addressed in the surveys include:

 Quality of product
 Value of product relative to price - a function of quality and price
 Time issues, such as product availability, availability of sales assistance, time waiting at
checkout, and delivery time
 Atmosphere of store, such as cleanliness, organization, and enjoyable shopping
environment
 Service personnel issues, such as politeness, attentiveness, and helpfulness
 Convenience, such as location, parking, and hours of operation

Ask your customers to answer the 11 questions below, using a five-point scale that measures
strength of agreement by scoring 1 for 'very dissatisfied/very unlikely/strongly disagree' and
5 for 'very satisfied/very likely/strongly agree'.

 1. Overall, how satisfied are you with [Brand]?

 2. How likely are you to continue to choose/repurchase [Brand]?
 3. How likely are you to recommend [brand] to a friend/associate?
 4. [Brand] is a name I can always trust.
 5. [Brand] always delivers on what they promise.
 6. [Brand] always treats me fairly.
 7. If a problem arises, I can always count on [brand] to reach a fair and satisfactory
resolution.

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 Marketing Research

Marketing research is "the process or set of processes that links the producers, customers, and
end users to the marketer through information used to identify and define marketing
opportunities and problems; generate, refine, and evaluate marketing actions; monitor marketing
performance; and improve understanding of marketing as a process. Marketing research specifies
the information required to address these issues, designs the method for collecting information,
manages and implements the data collection process, analyzes the results, and communicates the
findings and their implications.

It is the systematic gathering, recording, and analysis of qualitative and quantitative data about
issues relating to marketing products and services. The goal of marketing research is to identify
and assess how changing elements of the marketing mix impacts customer behavior. The term is
commonly interchanged with market research; however, expert practitioners may wish to draw a
distinction, in that market research is concerned specifically with markets,
while marketing research is concerned specifically about marketing processes.
Marketing research is often partitioned into two sets of categorical pairs, either by target market:

 Consumer marketing research, and

 Business-to-business (B2B) marketing research.
Or, alternatively, by methodological approach:

 Qualitative marketing research, and

 Quantitative marketing research.

Consumer marketing research is a form of applied sociology that concentrates on understanding

the preferences, attitudes, and behaviors of consumers in a market-based economy, and it aims to
understand the effects and comparative success of marketing campaigns. The field of consumer
marketing research as a statistical science was pioneered by Arthur Nielsen with the founding of
the ACNielsen Company in 1923.
Thus, marketing research may also be described as the systematic and objective identification,
collection, analysis, and dissemination of information for the purpose of assisting management
in decision making related to the identification and solution of problems and opportunities in
marketing

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 Product and service
Vrushali InfoTech Pvt. Ltd. Provide wide range of Tally ERP software product & services and
Also ERP Solutions.

 Tally ERP 9 (Single user)

Silver Edition is basically, indicating towards use of a single computer by the user, but cannot be
accessed (operated) by other computers.

A single user may be installed on multiple machines on a LAN network but can be used only on
any one single machine at a time, the license resides on the one machine that you wish to make
the server which will issue both license and data to any one of the other machines subject to it is
not being used on any other machine, apart from this you may give remote access rights to 1
remote user only

Where as in case of multi user all the machines on the LAN network will simultaneously get
both license and data access, in case of remote access you may give 10 such remote users to
access data remotely

Auditor’s edition is almost same as multi user accept for advanced reports available only
to auditors. And variance in cost of the product.

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  Tally ERP 9 Multi User

This will work on max 999 (nine hundred and ninety nine) nodes

here the licences is installed on one computer to make it as a server to provide lic. to other client
pc/ computers and data needs to be shared so that other client pc’s can access same data and
work.

 AMC

AMC means annual maintenance contract. These is a purely service part tally user are
getting AMC. Because they are sometime critical issue in tally software but also advance
implementation of the tally product.

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  Customization

The first benefit of users for Tally customization accounting software program is a tailored
program easy to use and intuitive, as they contain no unnecessary software custom installations.
The second advantage of a program that represents a company that has statistically proven
software that turn into higher profits for the company and customizable elements that can be
adjusted and rotated to. Some companies known software developer, like Tally Solutions Private
Limited Companies, software developers in India. This company qualifies developers of
customized software, and as tailors who make clothes they need information from the client
before they can deliver product based software. This company has been approved and certified
personnel and knowledge are the languages of many different computers there, after
customization there is full fledged Tally support to its users.
This is a key issue of comprehension of the time, sharing what you mean and then I remember
every day. Companies with technical jobs in all areas of the organization does not spend many
hours working on tasks, group discussions, meetings webinar cats forum, looking for data that do
not pay more and some sections that are confused because the new society. These are the only
solutions available to really understand what to do in the information age.

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 SMS Module

 ADVANAGES OF TALLY SOFTWARE

In modern accounting and economic global, Tally.ERP 9 Accounting Software is holistic

and applicable because it offers numerous technology advantages.

 Trustworthiness of data:

The device is so strong that even the shutting down of a machine or failure of power at
some point of functioning does no longer have an effect on the information stored in
Tally.ERP 9 database. High-quality data integrity checks at regular levels ensure records
dependability.

 Secured data:

Data integrity assessments ensure that no outside changes to the data can intrude with
Tally.ERP 9. The supply of binary encoding garage layout evades complex data
grouping. Get right entry to the database is with the assist of an activated ODBC layer.

 Tally Audit:

A detailed user may be supplied administrator rights to check for accuracy of entries
entered by means of approved users and make adjustments where ever required. Audited
entries in conjunction with alterations made are displayed with the call of the user who
has made the ones changes with the time of exchange.

 Tally Vault:

The choice of data encryption available in Tally.ERP 9 is referred to as the Tally Vault.
data Encryption standard (DES) technique averts breaking of password for the vault.

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There are numerous other Tally.ERP 9 advantages which consist of safety tiers which
might be user defined, quick and easy installation, unlimited multi user support, internal
backups, import or export of tally data and its graphical evaluation except many others.

Many businesses provide Tally integration as a part of Tally solutions, but, there are very
few who’re an authorized tally partner. Partnering with an authorized Tally partner is
important to get unified and faultless advantages for the business.

Additionally, running with such companions who are not only efficient sales and
distribution centers however are also excellent education and support destinations with
particular knowledge in Tally customization is critical.

The reason being firms can get the benefit of getting all offerings beneath one roof
instead of losing high-quality time exploring various carriers for applicable services.

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 SWOT ANALYSIS

 Strength
 The quality of product and reputation of brand is comparatively and
popular.
 Dedicate workforce and highly skilled professional to develop quality
services to customer.
 Available Technology
 Customer Loyalty
 After sales One year services.

 Weaknesses:-
 Marketing Skill
 Less Advertisement
 Low Market share
 Lack of Promotional activity.
 Lack of aggressive marketing strategy.

 Opportunities:-
 To develop Strategies to retain existing customer and attract new customer.
 Growing market and wide area operations.
 Business going to presesce on line there network.
 To approach small level business.
 Computerization in all type of communication.
 Threats:-
 Increasing competition
 Aggressive marketing by competitor
 Economic factor
 The existing international brand and national brand in pune.

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 RESEARCH METHODOLOGY

RESEARCH DESIGN:

The purpose of the methodology is to design the research procedure. This includes the overall
design, the sampling procedure, the data collection method and analysis procedure.
Marketing research is the systematic gathering recoding and analyzing of data about problem
retaining to the marketing of goods and services.

Techniques applied in research

1. Collection of data

(a) Primary Sources of data

(b) Secondary data sources

Primary sources of Data

The primary data sources are those sources from where the researcher gets the
first hand information. Here the first hand information or the primary data has been
taken from the following ways.

Questionnaire method

Direct Interview method

Observation method

The main tool use questionnaire method. Further direct interview method, where a
face to face formal interview was taken. Lastly observation method has been
continuous with the questionnaire method, as one continuously observes the
surrounding environment the work in.

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Secondary Data sources

The secondary data resources are those sources from the researcher get the
additional information apart from the primary the primary data collected in
advance .here in these researcher secondary data has been taken from the
company’s own data base of the industrial and the sales force data base, taken
company’s website has also been of a great sources.

3. Putting the data on statistical platform

Statistical platform:-

The statically platform selected to analyzed the data collected is the percentage
ratio evaluation and the evaluation by the putting the data in various diagrammatic
presentation. The statically tools have been always an efficient tools for evaluating
data collected are convert in numerical forms and then data. All the data collect are
convert in numerical form and then the requisite evaluation or done.

Sampling, plan, sample size , and procedure – in order to get a picture of

comprehensive trade, a sufficient big sample size of hundred responsible were
considered. Sample were chosen without any basis. Sample size comprises of the
follow:-

 PCMC area of Pune

 Chakan Area of Pune.
 Central Pune
 Bhosari Area Pune

Contact Method:-

The basic contact has been completely upon company sources were interviewed,
and filling of questionnaire, and visit to the industrial estate which is the most
versatile method through structure undisguised schedule.

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 DATA ANALYSIS AND INTERPRETATION

Questionnaire
1. Sector wise interest and the type of Business and there interested toward
customized software application and effective online presence.

Table No.1

Sr.No No. Of Response in %

1 Manufacturing 34

2 Education Service 11

3 Logistic 11

4 Real estate 11

5 Financial service 11

6 Heal Institution 11

7 Trading and service Industry 11

Total 100

No. Of Response in %

11% Manufacturing
Education Service
11% 34%
Logistic
Real estate
11%
Financial service
Heal Institution
11% 11%
11% Trading and service Industry

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Interpretation:

This is survey of sector where companies target market and accounting to my research education
service, government, Production, real estate, and trading and service industry

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2) Consumer’s Overall satisfaction about the existing product and service.

Table No. 1

Sr. No No of Responsible

1 Satisfied 55

2 Dissatisfied 35

3 Neutral 10

Total 100

No of Responsible
Satisfied Dissatisfied Neutral

10%

35% 55%

Interpretation:

The above graph show that the scale of the customer satisfaction about the product and
services with overall company service support.

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3) If yes which features do you like best in the current product?

Table No.3

Sr.No Awareness of service No of customer in %

1 GSTR 1 40

2 GSTR 2 40

3 GSTR 3(B) 20

Total 100

No of customer in %
GSTR 1 GSTR 2 GSTR 3(B)

20%

40%

40%

Interpretation:-

The above graph show that the type’s feature consumer would like most. The basic of
research is a customer like some part of the product and service which Vrushali infoTech
provides.

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4) If yes would you want to update /customize new product or service?

Table No. 4

Sr,No Response No of response

1 Yes 60

2 No 40

Total 100

No of response
Yes No

40%

60%

Interpretation:-

From survey form the market here some clients ready to do the updating in
their existing work but some of them not increase because they are not happy
with organization.

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5) Major Priorities to change /update in product and service?

Table No. 5

Sr. No Response No of Response In %

1 Bill of Material 40

2 Stock management 30

3 GST Advance Report 20

4 Other 10

Total 100

No of Response In %
Bill of Material Stock management GST Advance Report Other

10%

20% 40%

30%

Interpretation:-

This is survey of market provide the details in which sector does consumer
wants to update. This information provided us the more demanded area
where most of client and market is looking.

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6) If no which factor affecting on products and service?

Sr. No Response No of response

1 After Sales and Services 50

2 Quality Of service 10

3 Price 15

4 Product & Service Result 35

Total 100

No of response
After Sales and Services Quality Of service
Price Product & Service Result

32%
45%

14%
9%

Interpretation:-

From above survey of in which of in consumer is not satisfied here we can also
find the various fields where customer face the problem, so this research help
to company to work on the face Specified filed.

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7) Easiest Medium (channels) would Consumer Prefer to update you?

Table No. 7

Sr. No Response No of Response In %

1 Personal 40

2 Direct Mail 10

3 By Telephone 30

4 Online 20

Total 100

No of Response In %
Personal Direct Mail By Telephone Online

20%

40%

30%
10%

Interpretation:

Form above survey From the market I understand that need and the
objectives which the client were looking for type promotional activity.

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8) What kind of improvement in share would you like to expect after sale?

Sr. No Response No of response in %

1 Daily updating 40

2 Promotional/marketing 40

3 Product Result 20

Total 100

reasons of unsubscribing
On time service support Work satisfaction Feedback

20%

40%

40%

Interpretation:

This is survey of factors where customer were looking change in the modern
market and services where he can fulfill his need and target.

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9) What were the reasons for renovation the service?

SR. No Response No of response

1 On time service Support 60

2 Work satisfaction 40

No of response
On time service Support Work satisfaction

40%

60%

Interpretation:

This is survey of customer satisfaction and more valuable suggestion where

customer was looking change in the modern market and services.

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10) Whose software simplify for accounting purpose?

Sr. No Response No of response

1 Tally ERP 9 70

2 Busy Software 10

3 Marg ERP 10

4 Other software 10

Total 100

No of response
Tally ERP 9 Busy Software Marg ERP Other software

10%
10%

10%

70%

Interpretation:

This is survey of the customer feedback for simplicity software.

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 Finding and Scope for further studies

After the analysis of the data we were able to answer, several question
which were necessary to answer for the customer buying behavior. The
questions which have been define earlier in the theoretical background such
as.

 Quality
 Service
 After Sales and Service
 Brand name
 Price
Maximum person know about the product but they don’t feel need
immediately of this product.
Medium scale Business that is growing stage is more interest for purchasing
the product.
Especially medium scale education sector, placement services, real
estate and trading and service industry.
Maximum customer purchase customize product with dynamic features.
Price factor are more consider by the medium by small scale business while
purchasing the website the service devlpoment.
Those customer who are satisfied the Tally software provide company are
more interested to upgrade Tally and existing supplier.
Face knowing details about the website maximum customer face to face
channel.

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 Suggestion & Recommendation

Though the Vrushali InfoTech Pvt Ltd is doing well and has a progressive trend,

Some suggestions are given below to make the organization completely eligible
some satisfy customer, for the overall success of the private sector.

To following suggestion may the company to correct its weakness and can make
good utilize of the opportunity as well.

 A Little More Aggression in direct marketing strategies is need to

increasing the customer relationship and provide better service to the
customer.
 Company should maintain continuous relationship with the customer to
increase the market share.
 Continuous maintenance of quality in service to maintain in service to
maintain the brand increase the market share.
 After sales Service Support within the time should be improve.
 More sales Executive need to be appointed.
 The company should make the offer like discount and free service after
sales for time period for some time attract the customer.
 A lot of marketing and promotions to be needed to speed awareness amang
people.
 After the concluding this survey, it was founded that survey Vrushali
InfoTech Pvt Ltd is sharing a good relationship in the existing customer
mind in market.
 Wide range of publicity is needed to be withstand completion and the attrct
the customer.

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 Conclusion
Before starting the project we had to hypotheses about the consumer behaviors and
the market. The hypothesis was the market consist of only some of the big brand in
the product development however the analysis gave us a new horizon. The new
horizon told us about the consumer satisfaction in the potential market.

The project analysis done here present the situation company is

facing the company is getting a very thought completion for the reputed brand as
well as the local brand after the survey of the customer give good response after
some time he emphasized to quality, service and results.

After Presentation of finding and data analysis following conclusion has been
drown, which we are follow..

 Customer get about information about the product through sales promotion
or sales represented follow by using advertising tool such as hoarding print
media, product display they get more ask for the more question.
 Sales promotion often attracted the brand switchers because of the brand and
categories do not always notice to act on a promotional brand switcher are
primary looking for low price, good value or premium. Sales promotion is
unlike to term them a loyal user.
The company is in a situation that if cannot have predictive measure for the
problem now. The company need to apply the co reactive measure for the
company tapping the new customer and dealing with existing customer
along with customer.

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 Finding
From the details of study, we can enumerate the observation of project report.

I.E. Customer satisfaction toward the Vrushali InfoTech in the form of finding as
below.

The VIPL provide better customer service comparing rather than other companies.

VIPL has personal touch and affection toward the customer in this current dynamic
well developed world.

Nearly About 90% Customer Felt satisfied with the service. While estimating of
level of awareness of service and product, it was found that percentage of
awareness were high and level of unawareness was very low and those who were
they were using of IT Services

Most of the respondents were satisfied about the online education services.

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 Limitation

 Shortage of time.
 Economical limitations.
 Respond the refuse to co operate.
 Respondent were not available many a time.

There was lack of awareness of the brand.

Taking Interview of the responded was quit of difficult job.

The study of promotional activity was conducted only in same area in the city of
Pune.

Some people refuse to meet me regarding live demo of the product

Limited response from respondent response may not reveal the accurate picture as
data was not revealed by the respective respondent.

Most of concern person were busy with VIPL work.

Many of the respondents did not submitted VIPL from properly field.

The data is collected from the selected areas in Pune.

Lack of time, as the study was conducted only for the period of two months.

However in spite of these limitations all efforts have been put to make the project
correct, effective, and genuine.

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 Bibliography

In due course of my research project work I referred to various book and internet
effectively these are as follow:

1. For Primary Data

 Market Survey
 Personal Interview
2. For secondary data
 Website-
www.google.com
www.vrushaliinfotech.com

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 Annexure
Com.name Address Contact name Contact Number Email Id
Boom Mhatre
Engineering bridge,Erandwane Bhalchandr 9011001616 rajenterprises55@gmail.com
Simran Near RTO
Tool Chinchwad Pune 8888892625 simrantools@gmail.com
Radha Wadhwani Plaza Prashant
Enterprises Pimpri Sonje 9921184684 prashantsonje84@gmail.com
SA/5/1 S Block
Next to Lande
Patil Transport,
Arjun MIDC Bhosari Vinesh
Enterprises Pune-26 Vasudevan 9028327237 / 9422007277 enterprises.arjun@yahoo.com
Sr 3/1,
Boratewasti,
Sai Air Chandan nagar, Kishor
Technician Kharadi, Pune Sarodw 9028100955/9527470262 airtechnitionprocess@gmail.com
Sayali
Engineering
& Welding
Works chakan Pathare S.B 09860067746/09130957746 sayaliengineering93@gmail.com
Ankush
Bhamre Pune Ankush 9890505611 ankush.bhamre@gmail.com
Dhanraj Bunglow,
Yashada Colony,
S P DEVKAR Rahatni, Pimpri, - Archana
Co. Pune-17 Devkar 9049994034 spdevkar@gmail.com
Shrinath powder
coating A - 52 opp
new RTO office
kalyani corner
shrinath MIDC Baramati- Rupesh
engineers 413133 dist pune Pawar 7020748828 shrinathengineers7200@gmail.com
BG/SE/5/1/, Next
to D Y Patil Juzar
Utility Sales Bhosari Furniturewala 9890200256 unity.company@gmail.com
Questionnaire

1) Sector wise interest and type of business and there interest to move towards
new technology.

a) Education service

b) Manufacturing

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 c) Trading

c) Logistic

d) Real estate

e) Financial service

f) Health Institution

2) What is the Consumer’s overall satisfaction about the existing product and
service.

a) Satisfied
b) Dissatisfied
c) Somewhat satisfied
d) Neutral

3) If yes which features do you like best in the current product?

a) GSTR1

b) GSTR 2

c) GSTR 3(B)

4) If yes would you want to update /customize new product or service?

a) Yes

b) No

5) Major Priorities to change /update in product and service?

a) Bill of Material

b) Stock management

c) GST Advance Report

42
 d) Other

6) If no which factor affecting on products and service?

a) After sales service

b) Quality of product

c) Price

d) Product and service result

7) Which is the easiest medium (Channel) to want to you would you prefer?

a) Face to face meeting

b) Direct Mail

c) By Tele

d) Online

8) What kind of improvement in share would you like to expect after sale?

a) Daily updating

b) Promotional/marketing

c) Product Result

8) What were the reasons for renovation the service?

a) On time service Support

b) Work satisfaction

10) Whose software simplify for accounting purpose?

a) Tally ERP 9
42
b) Busy Software

c) Marg ERP

d) Other software

42