A

PROJECT REPORT
ON
“STUDY OF CONSUMER SATISFACTION
OF
SPEAK ENGLISH AMERICAN WAY CD
FOR
TERASOFT TECHNOLOGIES, INC
IN AHMEDNAGAR CITY”

SUBMITTED TO
UNIVERSITY OF PUNE

IN PARTIAL FULFILLMENT OF
MASTER IN BUSINESS ADMINISTRATION (MBA)
(PUNE UNIVERSITY)

SUBMITTED BY
HARSHAD BHANDARE S

UNDER THE GUIDANCE OF

Prof. MANOJ KULKARNI

INSTITUTE OF MANAGEMENT STUDIES

(CAREER DEVELOPMENT AND RESEARCH)
AHMEDNAGAR, MAHARASHTRA
2009-2010
 ACKNOWLEDGEMENT

"Acknowledgement may be formality but to me its reality"

- Collin Redpath

A project bears the reflection of many helpful minds and it gives me immense pleasure to
express my heartiest gratitude towards them.

I consider it to be the most important aspect to remember the people who have been
instrument in bringing this project to a tree. I would like to extend my sincere thanks to
Mr. Ashutosh Landge, Owner, Terasoft Technologies, Ahmednagar who condescended
an opportunity to do this study. I am extremely thankful to Miss. Poonam Shelke,
Project Manager for her unsparing attention despite her hectic schedule.

I am also thankful to Prof. Manoj Kulkarni as he being my guide furnished me with all
theoretical guidance to execute the study. His immense knowledge & friendly behaviour
always came handy.

It is indeed a moment of great pleasure for me in venturing out this project report to
I.M.S.I wish to convey my deep sense of gratitude to Honorable Dr. S.B.Kolte, Director
General (1MSCDR) & Honorable Prof. M. B Mehta. Director, IMSCDR, Ahmednagar
for their constant encouragement, support & guidance in completion of project.

Last but not least, it would be unjust if 1 don't mention my family members, whose
blessing, motivation & concern persuades me in crossing every difficulty with great
courage & optimism. My heartfelt Thanks to all my dear friends who gave me a hand
outstretched in time of need.

HARSHAD BHANDARE
 INDEX

Sr NO. CHAPTER NAME PAGE NO.

1 INTRODUCTION 1
2 COMPANY PROFILE 3
3 PRODUCT PROFILE 8
4 RESEARCH METHODOLOGY 12
5 DATA ANALYSIS AND 15

INTERPRETATION
6 RESEARCH FINDINGS 35
7 SUGGESTIONS 38
8 CONCLUSION 39
APPENDIX 40
BIBLIOGRAPHY 44
WEBLIOGRAPHY 45
 TABLE INDEX

TABLE PAGE
NO. TABLE NAME NO.
1 Table denoting duration of purchase 15

2 Table denoting place of purchase 16

3 Table denoting buying objective 17

4(a) Table denoting opinion regarding ease of understanding 18

4(b) Table denoting reasons behind not understanding the CD 19

5 Table denoting whether the chapters are sufficiently elaborated or not 20

6(a) Table denoting important purchasing factors 21

6(b) Table denoting important purchase factors in terms of weighted average 22

7 Table denoting opinion on price 23

8(a) Table denoting % of consumers who faced installation problems 24

8(b) Table denoting problems faced during installation of CD 25

9(a) Table denoting satisfaction levels of consumers 26

9(b) Table denoting satisfaction levels of CD 27

10(a) Table denoting satisfaction levels of various chapters 28

10(b) Table denoting satisfaction levels of chapters in terms of weighted average 29

11(a) Table denoting the satisfaction level regarding qualities of sales executive 30

11(b) Tables denoting qualities of sales executive in terms of weighted average 31

12(a) Table denoting the consumers who did not recommend CD to others 32

12(b) Table denoting reasons for not recommending CD to others 33

13 Table denoting Suggestions/ Remarks 34

INTRODUCTION

Marketing management is the art & science of choosing target markets and getting,
keeping and growing consumers through creating, delivering & communicating superior
consumer value. The popular image of marketing manager is someone whose task is
primarily to stimulate demand from the company’s products. Kotler on marketing “The
future is not ahead of us it has already happened. Unfortunately, it is unequally
distributed among companies, industries & nation.

Satisfaction is a person's feelings of pleasure or disappointment resulting from comparing

a products perceived performance in relation to his/her expectations. If the performance
falls short of expectations the consumer is dissatisfied. If the performance matches the
expectations, the consumer is satisfied. If performance exceeds expectations the
consumer is highly satisfied or delighted.
A consumer is not dependant on us we are dependent on him. A consumer is not an
interruption of our work he is the purpose of it. We are not doing a favor by serving him
he is doing us a favor by giving us the opportunity to do so. Every company tries to
satisfy their consumers. The challenge is to delight the loyal consumers. But "knowing
consumers" is never simple.

Satisfaction is a person's feelings of pleasure or disappointment resulting from comparing

a products perceived performance in relation to his/her expectations. If the performance
falls short of expectations the consumer is dissatisfied. If the performance matches the
expectations, the consumer is satisfied. If performance exceeds expectations the
consumer is highly satisfied or delighted.

Most marketing theory & practice executes on the art of attracting new consumers rather
than on retaining & cultivating existing ones. The emphasis traditionally has been making
sales rather than building relationships; on pre selling & selling rather than caring for
consumer afterwards. A company would be wise to measure consumer satisfaction
regularly because the key to consumer retention is consumer satisfaction.

"It is no longer enough to satisfy consumers. You must delight them"

-Philip Kotler

We shall keep re-learning and in this process do just one thing

“Rewrite Rules, Retain Values”

The project is undertaken for “Speak English American Way” CD of Terasoft

Technologies, Ahmednagar.

The aim of the project is to study satisfaction of consumers of “Speak English American
Way CD” In Ahmednagar city. This will help the company in improving products,
services and relationship with consumers.
COMPANY PROFILE
TeraSoft Technologies Inc.
TeraSoft Technologies Inc. Deals in the three technologies.

 IT Infrastructure
 IT Solution
 Web Services
Creating elegant software requires lot more than technology.

 TeraSoft Technologies believe that inspired thoughts create innovation.

 TeraSoft Technologies believe that quality can never be compromised.
 TeraSoft Technologies believe that trust is the best of all relationship.
 TeraSoft Technologies believe that the consumer is king and satisfaction is his
right.

TeraSoft Technologies Inc. is committed to developing e-business management

products and solutions.

IT Infrastructure
TeraSoft believes that the Engineering processes and systems and the policies and
procedures which support them are an integral part of IT Infrastructure and are vital to the
success of any organization

TeraSoft gives best in class IT Infrastructure solutions for your organization to optimize
tour efforts and to maximize the profits.

IT Infrastructure solution includes the services such as IT Infrastructure sales, Installation

and maintenance. We sale DELL IT Infrastructure. We also install LAN, MAN, WAN and
optimize the network traffic.

We are authorized channel partner of DELL for Small and Medium Business Sector. We
are also registered partner of MICROSOFT Co-op. Ltd and CISCO Networking.

IT Solution
TeraSoft believes that IT efficiencies are key to driving profitability. The efficiencies of
the IF function can be a real source of competitive advantage to your firm.

TeraSoft allows you to achieve best in class industry specific process optimization and
innovations, through a combination of intelligent process management, proven transition
methodology and robust execution rigor that exceeds consumer expectations.

IT Solution includes the services such as tailor made software creation and
implementation. We are expertise in creation of HealthCare and Education industry
software’s.

Web Services
TeraSoft believes to win in this competitive world, companies must transform their way
of working to seek and create new opportunities, web services is the best tool to optimize
your operations to reach zones, geographies, cultures.
TeraSoft has track record for doing large scale and complex transactions underscore and
commitment to provide world-class services through continuous process improvements in
a cost effective manner.
We offer fastest turnaround time of 3 hours. That is, we design and deliver your Website
in three hour’s. Web service includes the website designing, web hosting and Domain
registration.

Vision
We want to be a global leader delivering enterprise business management products and
solutions.

Mission
We want to make information technology affordable to our clients through continuous
innovations and total quality management.

Values

 We measure our success by consumer satisfaction.

 We delight our consumer with extraordinary teamwork.
 We approach our work with passion and creativity.

Resources
TeraSoft Technologies has continued to be a choice of employee for fresh engineering
graduates. Challenging work on cutting edge technologies, professional work culture,
informal organization and performance rewards, including stock ownership, have
attracted the best talent.

Quality
To TeraSoft Technologies, quality is satisfying consumer’s explicit and implicit
requirements completely. With no less than 100% commitment to Quality, we
measure the tangible benefits to our consumers with the help of a three-dimensional
metric comprising Costs, Time and Resources. We deliver products and solutions at
Affordable Costs, within Committed Time and using Optimal Resources. And effective
processes and elaborate documentation ensure guaranteed results. It is always our
Consumer, who wins!
Management
TeraSoft Technologies uses an onsite-offshore project execution model. While onsite
team handles requirements, analysis and commissioning, offshore team handles design,
implementation and testing. Offshore execution is absolutely transparent to the client.
The model thus offers time as well as cost benefits to the client. TeraSoft Technologies
uses web-enabled tools for project, problem and change tracking, offering complete
insight into project status.

Web
TeraSoft Technologies develops scalable and fail-safe web-based applications using n-tier
(Client, presentation, business logic and database) architecture and component
technologies. TeraSoft Technologies extensively uses HTML/XML/WML/Applets for
client, Servlet/JSP/ASP/C# for presentation, Tomcat/WebLogic for application servers
and SQLServer/Oracle/MySql/MS Access for databases. TeraSoft Technologies also
implements solutions based on web services (Java web services and .NET). TeraSoft
Technologies takes up web enabling of legacy systems.

Corporate Overview:-

 Established in December 2008, with the focus of introducing information

technology affordable to our clients through continuous innovations and total
quality management.
 Enterprise focuses on IT infrastructure, IT solutions & Web Services.
Board of Directors:-

President & Managing Director: - Mr. Ashutosh Landge.

Director & Marketing Head: - Mr. Ashutosh Landge

Director Operations & Technology: - Ms. Sharad Agwan

Management

Terasoft Technologies uses an onsite – offshore project execution model. While onsite
team handles requirements, analysis and commissioning, offshore team handles design,
implementation and testing. Offshore execution is absolutely transparent to the client.
The model thus offers time as well as cost benefits to the client. Terasoft Technologies
uses web – enabled tools for project, problem and change tracking, offering complete
insight into project status.

Strength:-

 Strong Business Domain Knowledge & Consulting background.

 Strong management, ethical practices.
 A long – term approach to business and relationship.
 Flexible Business Model.
  We approach our work with passion and creativity.

Customer Benefit:-

 Quality can never be compromised.

 Innovative & Robust processes
 Stability & Commitment to Deliver
 Consistent quality and emphasis on continuous improvement

Key benefits of Terasoft Technologies:-

Terasoft Technologies believe that the customer is king and satisfaction is his right.
Terasoft Technologies believe that trust is the best of all relationship.
Terasoft Technologies believe that quality can never be compromised.

PRODUCT PROFILE
Speak English
American Way is developed by English

language expert in collaboration with TeraSoft Technologies, Inc., Speak English

American Way is the perfect way to develop skill and confidence in your spoken
English. Its unique TTS technology provides a pattern of speech so that you can read as
well as hear the lessons.

You can look at a breakdown of each sentence to see exactly where the emphasis should
be placed in pronunciation, if you find a particular section tricky to say simply highlight
it and then practice it until you get it right.

Along the way, you will naturally improve your speaking skills and a series of
comprehension tests will buildup your vocabulary and written expression skills too

 Uses TTS technology to develop skill and confidence in your spoken English
 Covers the key linguistic areas.
 Broadens you vocabulary, grammar, listening and translation skills through a
series of fun, educational exercises.
 Developed by English language experts.
System Requirement
Operating System Windows XP, Processor Pentium III above, Windows Media, Sound
Card, Optical Drive, .NET 2.0 Framework.

Copyright

Copyright 2009 TeraSoft Technologies, Inc. All rights reserved. The logo of TeraSoft
Technologies, Inc. and Speak English American Way are trademarks of TeraSoft
Technologies, Inc.
Windows XP, Windows Media Player are registered trademark or trademarks of
Microsoft Corporation in United States and /or other countries, other Product name here
in are for identification purpose only & may be trademark of their respective owners.

License Agreement

None of the components of the Software (including the documentation) shall be copied
removed or altered, in whole or part for any unauthorized use.
You may use the product on any computer configuration, provided the product is used on
only one such computer & by only one user.
You shall not rent, sublicensed or lease the product or documentation or portion thereof
including, but not limited to translation, decompiling, disassembling, or creating
derivative works.
RESEARCH METHODOLOGY
 Research Objective

 To study satisfaction of consumers of “Speak English American Way “CD of

Terasoft Technologies.

Scope of Study
.

 The scope of research is limited to satisfaction of consumers with respect to

only “Speak English American Way” CD.

 Study was carried out within the limits of Ahmednagar city.

Research Design
TYPES OF DATA USED:

 Both Primary and Secondary data were collected and used for the study.

SOURCE OF DATA:

 Primary data: Primary data was collected from consumers of “SPEAK

ENGLISH AMERICAN WAY” CD.

 Secondary data: Secondary data was collected from Bill Book of Terasoft
Technologies, Ahmednagar.

DATA COLLECTION METHOD:

 Survey Method

RESEARCH INSTRUMENT:

Questionnaire is used as Research Instrument. Questionnaire consists of open ended

and closed ended questions. Out of 14 questions 13 are open ended questions and 1
question is closed ended.

SAMPLING PLAN:

Population: Population includes consumers of “Speak English American Way” CD

in Ahmednagar city.

Sampling Method: Random Sampling

Sample Size:

Sample size is 100, Consumers of “Speak English American Way” CD.

STATISTICAL TECHNIQUES USED:

Appropriate mathematical and statistical tools were made used for analyzing the data
collected. Graphs are used to give clear account and precise picture of a problem. It
includes Percentage method, Weighted Average and Graphical presentation: Bar
diagram and Pie diagram.

TIME DURATION: 50 Days

LIMITATIONS OF RESEARCH PROJECT

 Every research has some or other limitation. It’s just like the two faces of a
coin. This project too has some limitation. Some of them are:

 The study was restricted to a limited number of respondents i.e.; 100

consumers.

 The major drawback of the research is limited geographic coverage. The

study was carried out within the limits of Ahmednagar city.

 The information given by respondents is considered as true.

 DATA ANALYSIS
&
INTERPRETATION
 ANALYSIS OF DATA COLLECTED THROUGH QUESTIONNAIRE FROM
CONSUMERS OF
“SPEAK ENGLISH AMERICAN WAY” CD.

Q1) When have you purchased the Speak English American Way CD?

Table No.1 Denoting Duration of Purchase

Purchase Duration Frequency Percentage (%)

15 Days 2 2
1 Month 9 9
2 Month 24 24
3 Month 65 65

Purchase Duration

15 Days 1 Month
2% 9%
2 Month
24%

3 Month
65%

15 Days 1 Month 2 Month 3 Month

INTERPRETATION:
  65% of consumers are using the “SPEAK ENGLISH AMERICAN WAY”
CD from 3 months.
 24% of consumers are using the “SPEAK ENGLISH AMERICAN WAY”
CD from 2 months.
 9% of the consumers are using to the “SPEAK ENGLISH AMERICAN
WAY” CD from 1 Month.
 2% of the consumers are using the “SPEAK ENGLISH AMERICAN
WAY” CD from 15 days.

Q2) From where have you purchased the Speak English American Way CD?

Table No.2 denoting place of purchase

Place of Purchase Frequency Percentage

MS-CIT Center 70 70
Lokmat Education Fair Stall 23 23
Sales Executive 5 5
COMPANY 2 2

Place of Purchase

Sales
executive COMPANY
5% 2%
LOKMAT
23%

MSCIT
70%

MSCIT LOKMAT Sales executive COMPANY

INTERPRETATION :
  70% of consumers purchased Speak English American Way CD from MS-
CIT center.
 23% of consumers purchased Speak English American Way CD from
Lokmat Education Fair Stall.
 5% were persuaded by Sales executives of the company to purchase CD.
 2% of the consumers purchased directly from the company’s office.

Q3) What was the objective of purchasing Speak English American Way CD?

Table No.3 denoting the buying objective

Objective Frequency Percentage
Improving Vocabulary 42 42
Improving Grammar 66 66
Improving Pronunciation 79 79
Improving Fluency in English 96 96

Objective of Buying
Objective

Percentage

0 20 40 60 80 100 120
Percentage

Improving Vocabulary Improving Grammar

Improving Pronunciation Improving Fluency in English

INTERPRETATION:
  96% of the consumers have purchased the Speak English American Way
CD to improve fluency in English.
 79% of the consumers have purchased the Speak English American Way
CD to improve pronunciation.
 66% of consumers have intentions of improving grammar while
purchasing. Speak English American Way CD
 42% of consumers purchased the Speak English American Way CD to
improve vocabulary.

Q4a) Is the Speak English American Way CD easy to understand?

Table No. 4(a) denoting Opinion regarding ease of understanding

Understanding Ease Frequency Percentage

YES 78 78
NO 22 22

Ease Of Understanding

NO
22%

YES
78%

YES NO

INTERPRETATION
  78% of consumers of Speak English American Way CD find it easy to
understand.
 22% of consumers of Speak English American Way CD find it difficult to
understand.

Q4b) What are the reasons of not understanding the CD?

Table No. 4(b) denoting the reasons behind not understanding the CD
Reasons of why CD is not easy
to understand Frequency Percentage
Language is not simple 10 46
Readability, Text Clarity 2 9
Depth of content is not
sufficient. 6 27
Lack of suitable examples. 4 18

Frequency

Lack of suitable
examples.
18% Language is not
simple
46%
Depth of
content is not
sufficient. Readability,
27% Text Clarity
9%

Language is not simple Readability, Text Clarity

Depth of content is not sufficient. Lack of suitable examples.
INTERPRETATION:

 46% of consumers say that Speak English American Way CD is not easy
to understand as the language is not simple.
 27% of consumers say that Speak English American Way CD does not
have sufficient depth of content.
 18% of consumers say that Speak English American Way CD has lack of
examples.
 9% of consumers of Speak English American Way CD say that they faced
inconvenience in Readability, Text Clarity of Speak English American
Way CD.
Q5) Are the topics/chapters in the Speak English American Way CD sufficiently
elaborated?

Table No. 5 denoting whether the chapters are sufficiently elaborated

Content Depth Frequency Percentage

YES 77 77
NO 23 23

Sufficient Elaboration of Chapters

NO
23%

YES
77%

YES NO

INTERPRETATION
  77% consumers of Speak English American Way CD are satisfied with the
depth of content.
 23 % consumers of Speak English American Way CD are not satisfied with
the depth of content.

Q6) Rate the important factors while purchasing the English American Way CD

Importance Scale: 1 to 5
5-Extremely Important, 4- Important, 3-Somewhat Important, 2-Not So Important,
1- Not At All Important

Table No. 6(a) denoting important purchase factors

Extremely Somewhat Not So Not At All Weighted

Importance Important Important Important Important Important Average
Quality 26 47 27 0 0 3.99
Availability 22 63 0 15 0 3.92
Price 43 27 14 10 6 3.91

Calculations:

The weighted averages for all parameters are calculated as per following formula
Weighted Average= ∑ (Frequency X Weight)
Total Frequency

For example:
Quality = (26 x 5) + (47 x 4) + (27 x 3) + (0 x 2) + (0x1) / 100 = 3.99
Table No. 6(b) denoting the important purchasing factors in terms of weighted average.

Parameter Quality Availability Price

Level Of 3.99 3.92 3.91
Importance

Level Of Importance

4 3.99
3.98
Weighted Average

3.96
3.94 3.92
3.92 3.91
3.9
3.88
3.86
Quality Availability Price
Parameters

Level Of Importance

INTERPRETATION:
  The consumer has given importance to Quality of the CD having Weighted
Average 3.99, Availability 3.92 and price 3.91.

Q7) What is your opinion about the price of the Speak English American Way CD?

Table No.7 denoting the opinion on price

Opinion Frequency Percentage

High Price 0 0
Reasonable Price 36 36
Low Price 64 64

Opinion of customer about the price of the CD

High Price
0% Reasonable
Price
36%

Low Price
64%

High Price Reasonable Price Low Price

INTERPRETATION:
  64% of the consumers feel that the CD has more utility than the price.
 36% of the consumers feel that the CD has been appropriately priced.

Q8a) Did you face any problem in the installation of the Speak English American
Way CD?

Table No. 8(a) Denoting percentage of consumers who faced installation problems

Problem Faced Frequency Percentage

YES 6 6
NO 94 94

Problems faced during installation

YES
6%

NO
94%

YES NO

INTERPRETATION
  94% of the consumers were satisfied with the ease of installation.
 6% of the consumers had issues during installation

Q8b) What problems did you face in the installation of the CD?

Table No. 8(b) denoting the problems faced during installation of CD.

Problems Frequency Percentage

CD's not reading 1 16.66
lack of utility software 3 50
Not Windows Vista
Compatible 2 33.34

Installlation Problems

Not Windows CD's not

Vista reading
Compatible 17%
33%

lack of utility
software
50%

CD's not reading lack of utility software Not Windows Vista Compatible
 INTERPRETATION :

 50 % of consumers said that they faced problems during installation due to lack of
utility software in CD like Adobe Reader.
 33% of consumers could not install the CD as the CD was not compatible with
windows vista.
 17 % consumers said that they faced problems during installation like the CD’s
were not reading.

Q9) Rate the satisfaction levels with respect to Speak English American Way CD?

Rating: 5-Very Satisfied, 4- Satisfied, 3-Somewhat Satisfied, 2-Dissatisfied, 1- Very

Dissatisfied

Table No. 9(a) denoting satisfaction levels of consumers

Somewhat Very Weighted

Parameters Very Satisfied Satisfied Satisfied Dissatisfied Dissatisfied Average
Audio Clarity 32 23 19 20 6 3.55
Compatibility 11 14 37 17 21 3.34
Availability 15 42 23 12 8 3.44
Depth of
Content 9 26 29 6 30 2.78

Calculations:
The weighted averages for all parameters are calculated as per following formula
Weighted Average= ∑ (Frequency X Weight)
Total Frequency
For example: Audio Clarity = (32x5) + (23x4) + (19x3) + (20x2) + (6x1) / 100 = 3.55.
Table No. 9(b) denoting satisfaction levels of CD.

Parameters Audio Clarity Compatibility Availability Depth of Content

Level of
Satisfaction 3.55 3.34 3.44 2.78

Level of Satisfaction (WA)

4 3.55 3.44
3.34
3.5
Weighted Average

2.78
3
2.5
2
1.5
1
0.5
0
Audio Clarity Compatibility Availability Depth of Content
Parameters

Level of Satisfaction (WA)

INTERPRETATION:

 The consumers are satisfied with the audio clarity having weighted average 3.55,
availability 3.44, compatibility 3.34 and somewhat satisfied with depth of content
2.78.
Q10) Rate the different chapters of Speak English American Way CD?

Rating: 5-Very Satisfied, 4- Satisfied, 3-Somewhat Satisfied, 2-Dissatisfied, 1- Very

Dissatisfied

Table No. 10(a) denoting satisfaction levels of various chapters

Somewhat Very
Chapters Very Satisfied Satisfied Satisfied Dissatisfied Dissatisfied
Intonations 11 16 33 24 16
Word Connection 35 23 29 11 2
Cat, Cought, Cut 14 27 16 35 8
The T 26 22 10 8 34
The EI 12 32 8 20 28
The R 29 27 21 18 5
Tee Aitch 14 22 42 9 13
More Reduced Sounds 18 31 18 9 24
"V" as in Victory 23 27 6 22 22
S or Z 21 25 18 13 23
Long & short Vowels 23 32 15 13 17
Nasal Consonants 23 15 21 29 12
Throaty Consonants 24 21 30 18 7

Calculations:
The weighted averages for all parameters are calculated as per following formula
Weighted Average= ∑ (Frequency X Weight)
 Total Frequency
For example:
Intonations = (11 x 5) + (16x 4) + (33x4) + (24x2) + (16x1) / 100 = 3.15

Table No. 10(b) denoting satisfaction levels of various chapters in terms of weighted
average

Level of Satisfaction
Chapters (Weighted Average)
Intonations 2.83
Word Connection 3.78
Cat, Cought, Cut 2.54
The T 2.98
The EI 2.8
The R 3.57
Tee Aitch 3.15
More Reduced Sounds 3.17
"V" as in Victory 3.07
S or Z 3.02
Long & short Vowels 3.31
Nasal Consonants 3.08
Throaty Consonants 3.37

INTERPRETATION:

 The consumers are satisfied with Word Connections with Weighted Average 3.78,
The R 3.57, Throaty Consonants 3.37, More Reduced Sounds 3.17, Tee Aitch
3.15, Nasal Consonants 3.08, “V” as in victory 3.07 and S or Z 3.02

 The consumers are somewhat satisfied with The T with Weighted Average 2.98,
The EI 2.8, and Cat, Cought, Cut 2.54.
 Q11) Rate the satisfaction levels of Qualities of Sales Executive of Speak English
American Way CD?

Rating: 5-Very Satisfied, 4-Satisfied, 3-Somewhat Satisfied, 2-Dissatisfied, 1-Very

Dissatisfied

Table No. 11(a) denoting the satisfaction levels regarding the Qualities of Sales
Executives

Very Somewhat Very

Qualities of Sales Executive Satisfied Satisfied Satisfied Dissatisfied Dissatisfied
Communication skill 22 20 31 24 3
Product Knowledge 30 19 27 20 4
Attitude 31 21 28 14 6
Convincing Skills 38 26 21 10 5

Calculations:
The weighted averages for all parameters are calculated as per following formula
Weighted Average= ∑ (Frequency X Weight)
Total Frequency
For example:
Communication Skills = (22x5) + (20x4) + (31x3) + (24x2) + (3x1) / 100 = 3.34
 Table No. 11(b) denoting the qualities of sales executive in terms of weighted average.

Qualities of sales Product

executive Communication skill Knowledge Attitude Convincing Skills
Weighted Average 3.34 3.51 3.77 3.82

Qualities of Sales Executive

4 3.77 3.82
3.8
3.51
Weighted 3.6 3.34
Average 3.4

3.2
3
Weighted Average
Parameters

Communication skill Product Knowledge Attitude Convincing Skills

INTERPRETATION:

 The consumers of Speak English American Way CD are satisfied with convincing
skills of sales executive with weighted average 3.82, attitude of sales executive
3.77, product knowledge 3.51 and communication skill 3.34.
Q12a) Have you recommended Speak English American Way CD to others?

Table No. 12(a) denoting the % of consumers who did and who did not recommend the CD to
others.

Recommendation Frequency Percentage

Yes 89 89
No 11 11

Recommendation

No
11%

Yes
89%

Yes No

INTERPRETATION

 89% of consumers have recommend Speak English American Way CD to others.

  11% have not recommend Speak English American Way CD to others.

Q12b) What are the main reasons for not recommending the “Speak English American Way
CD” to others?

Table No. 12(b) denoting the reasons for not recommending CD to others

Reasons for not recommending Frequency Percentage

Lack of content depth 3 27
Lack of sufficient examples 2 18
Not compatible with windows vista 6 55

Reasons for not recommending Speak English

American Way CD to others

Lack of content
depth
27%

Not compatible
with windows
vista Lack of
55% sufficient
examples
18%
Lack of content depth Lack of sufficient examples
Not compatible with windows vista

INTERPRETATION:

 55% consumers say that they will not recommend Speak English American Way
CD to others as CD is not compatible with Windows Vista.
  27% consumers say that they will not recommend CD due to lack of content
depth.
 18% percent consumers say that they will not recommend CD to others due to
lack of sufficient examples.

Q13) Any suggestions/remarks for future enhancements of Speak English American

Way CD?

Out of total 100 consumers 62 responded to this question and 38 did not respond.
Table No. 13 denoting Suggestions/Remarks

Suggestion Frequency Percentage

Start from basic alphabets 17 27
VCD player compatible 12 19
Windows Vista compatible 14 23
Use of graphics, video clips 8 13
More examples 11 18

Suggestions

More examples Start from basic

alphabets
Use of18%
27%
graphics,
videoclips
13%
VCD player
Windows Vista
compatible
compatible
19%
23%
Start from basic alphabets VCD player compatible
Windows Vista compatible Use of graphics, videoclips
More examples
INTERPRETATION:
 27% of consumers feel that the learning process should start from basic alphabets
 23% of consumers say that the “Speak English American Way” CD should be made
windows Vista compatible.
 19% of consumers say that the “Speak English American Way” CD should be VCD
Player Compatible.
 18% of consumers say that more examples should be included.
 13% of consumers say that use of Graphics, Video Clips, and Charts should be done.

RESEARCH FINDINGS
 Findings
 65% of consumers are using the “Speak English American Way” CD from
3 months, 24% of consumers are using it from 2 months, 9 % of
consumers are using CD from 1 month and 2% are using CD from 15
days.

 70% of consumers purchased Speak English American Way CD from MS-

CIT center. 23% CD from Lokmat Education Fair Stall. 5% were
persuaded by Sales executives of the company to purchase the CD and 2%
of the consumers purchased directly from the company’s office.

 96% of the consumers have purchased the Speak English American Way
CD to improve fluency in English, 79% to improve pronunciation, 66% to
improve grammar and 42% to improve vocabulary.

 78% of consumers of Speak English American Way CD find it easy to

understand and 22% of consumers find it difficult to understand.

 46% of consumers say that Speak English American Way CD is not easy
to understand as the language is not simple, 27% of consumers say that
CD does not have sufficient depth of content, 18% of consumers say that
 CD lacks examples, 9% of consumers say that they faced inconvenience in
Readability, Text Clarity.

 77% consumers of Speak English American Way CD are satisfied with the
depth of content, 23 % consumers are not satisfied with the depth of
content.

 The consumer has given importance to Quality of the CD having Weighted

Average 3.99, Availability 3.92 and price 3.91 as important factors while
purchasing “Speak English American Way” CD.

 64% of the consumers feel that the CD has more utility than the price and
36% of the consumers feel that the CD has been appropriately priced.

 94% of the consumers were satisfied with the ease of installation and 6%
of the consumers had issues during installation.

 50 % of consumers said that they faced problems during installation due to

lack of utility software in CD like Adobe Reader, 33% of consumers could
not install the CD as the CD was not compatible with windows vista and
17 % consumers said that they faced problems during installation like the
CD’s were not reading.

 The consumers are satisfied with the audio clarity having weighted
average 3.55, availability 3.44, compatibility 3.34 and somewhat satisfied
with depth of content 2.78.

 The consumers are satisfied with Word Connections with Weighted

Average 3.78, The R 3.57, Throaty Consonants 3.37, More Reduced
Sounds 3.17, Tee Aitch 3.15, Nasal Consonants 3.08, “V” as in victory
3.07 and S or Z 3.02
 The consumers are somewhat satisfied with The T with Weighted Average
2.98, The EI 2.8, and Cat, Cought, Cut 2.54.

 The consumers of Speak English American Way CD are satisfied with

convincing skills of sales executive with weighted average 3.82, attitude
of sales 3.77, product knowledge 3.51 and communication skill 3.34.

 89% of consumers have recommend Speak English American Way CD to

others and11% has not recommend Speak English American Way CD to
others.

 55% consumers say that they will not recommend Speak English
American Way CD to others as CD is not compatible with Windows Vista,
27% consumers say that they will not recommend CD due to lack of
content depth,18% percent consumers say that they will not recommend
CD to others due to lack of sufficient examples.

 27% of consumers feel that the learning process should start from basic
alphabets, 23% of consumers say that the “Speak English American Way”
CD should be made windows Vista compatible, 19% of consumers say
that the CD should be VCD Player Compatible, 18% of consumers say
that more examples should be included, 13% of consumers say that use of
Graphics, Video Clips, and Charts should be done.
SUGGESTIONS
 Suggestions

 The company should focus on improving the content quality of the Speak English
American Way CD

 Make the “Speak English American Way” CD Windows Vista Compatible.

 The use of more & more examples, graphics, visual effects, graphics, charts,
video clips can be done to improve the learning process.

 The Company should focus more on Directing Selling through Sales Executives.

 The Company should increase the number of retail outlets so that the “Speak
English American Way” CD is easily available in the market.
CONCLUSION
 Conclusion

The study was conducted in Terasoft Technologies, Ahmednagar on

consumer satisfaction of “Speak English American Way” CD.

Both Primary and Secondary data were collected and used for the
study. Primary data was collected from consumers of “Speak English American Way”
CD. Secondary data was collected from Bill Book of Terasoft Technologies, Ahmednagar.
Survey Method was used for Data Collection. Questionnaire is used as Research
Instrument. Questionnaire consists of open ended and closed ended questions. .
Population includes consumers of “Speak English American Way” CD in Ahmednagar
city. Random Sampling method was used. A sample size of 100 consumers of “Speak
English American Way CD” was selected. The survey was conducted within the limits of
Ahmednagar city.

The consumers of “Speak English American Way CD” are overall

satisfied with what the CD offers at the given price. There are some concerns regarding
the Depth of Content of the CD. The Consumers are satisfied with the Price and
somewhat satisfied with Quality of the “Speak English American Way” CD. The
Consumers are reasonably satisfied with the ease of understanding of “Speak English
American Way CD”. The objective of buying the “Speak English American Way” CD has
been fulfilled for most of the consumers. Consumers expect more depth in content to
make the learning process more interesting. Most of the consumers have recommended
the “Speak English American Way” CD to others.
APPENDIX
 Questionnaire

Questionnaire to study the Consumer Satisfaction with regards to Speak English

American Way CD of Terasoft Technologies.

Q1) When have you purchased the Speak English American Way CD?

1) 15 Days
2) 1 Month
3) 2 Months
4) 3 Months

Q2) From where have you purchased the Speak English American Way CD?

1) MSCIT Centre
2) Lokmat Education Fair Stall
3) Sales Executive
4) Company

Q3) What was the main objective of purchasing Speak English American Way CD?

1) Improving vocabulary
2) Improving grammar
3) Improving pronunciation
4) Improving fluency in English

Q4) Is the Speak English American Way CD easy to understand?

1) Yes
2) No
If No Specify Why? --------------------------------------------------------------------------
-----------------------------------------------------------------------------------------------------------
-

Q5) Are the topics/chapters in the Speak English American Way CD sufficiently
elaborated?

1) Yes
2) No

Q6) Rate the important factors while purchasing the Speak English American Way CD

Importance Extremely Important Somewhat Not So Not At All

Important Important Important Important
Quality
Availability
Price

Q7) What is your opinion about the price of the Speak English American Way CD?

1) High Price
2) Reasonable Price
3) Low Price

Q8) Did you face any problem in installation of the Speak English American Way CD?

1) None
2) Yes
If Yes Specify----------------------------------------------------------------------------

Q9) Rate the satisfaction levels with respect to Speak English American Way CD?
 Very Somewhat Dissatisfied Very
Satisfied Satisfied Satisfied Dissatisfied
Audio Clarity
Compatibility
Availability
Depth Of
Content

Q10) Rate the different chapters of Speak English American Way CD?

Very Satisfied Somewhat Dissatisfied Very

Satisfied Satisfied Dissatisfied
Intonation
Word
Connection
Cat, Cought,
Cut
The T
The EI
The R
Tee Aitch
More
Reduced
Sounds
“V” as in
Victory
S or Z
Long & Short
Vowels
Nasal
Consonants
Throaty
Consonants

Q11) Rate the satisfaction levels of Qualities of Sales Executive of Speak English
American Way CD?

Very Satisfied Somewhat Dissatisfied Very

Satisfied Satisfied Dissatisfied
Communication
Skills
Product
Knowledge
 Attitude

Convincing
Skills

Q12) Have you recommended Speak English American Way CD to others?

1) Yes
2) No
If No Why? Please Specify--------------------------------------------------------------

Q13) Any Suggestions/Remarks for future enhancements of Speak English American

Way CD?
----------------------------------------------------------------------------------------------------

PERSONAL DETAILS:

Name: --------------------------------------------------------------------------------------------------

Age: ----------------------------

Occupation/Course: -----------------------------------------------------------------------------------

Address: ------------------------------------------------------------------------------------------------

Ph No: Land Line -------------------------- Mobile: -------------------------------------

Sign: ----------------------------
 Bibliography

 Philip Kotler & Kevin Keller, Marketing Management

 V.S. Ramaswamy & S. Namakumari, Marketing Management

 Webliography

 www.managementparadise.com

 www.scribd.com

 www.terasoft.in