Vijay Kumar S 1ib15mba52 Part-B

EXECUTIVE SUMMARY
India is known for the best service provider in the world with respect to Information
Technology industry. IT sector created a huge demand in all service providing sectors and also
in manufacturing industry. To maintain the customer and retain them it is very important in the
field of IT industry as there are alternative or competition from other IT industry in the market.
To sustain in the competition world, one should focus on retaining the customer and give the
best service than the competitors rather than looking for new customers. Every company
delivers the services but to retain and satisfy a customer the company should deliver the better
services than competitors and also at the lowest price. By providing the service to the customers
they will retain and builds a strong relationship between the customers and the company.
This study focuses on how an IT company delivers services to its clients and also build the
relation with the clients. As the company is a type of B2B (Business to Business), it is important
to deliver the services as per client’s expectation or more to satisfy the clients. The objective is
there any impact of service quality on client’s satisfaction of careator technologies and the
other objective is there an impact of CRM adoption on building B2B relationship with the
clients. The study helps to find out where they stand in providing the service quality and how
they are maintaining the relationship with the clients.
The research design of the study is descriptive research as it describes the impact of service
quality on client’s satisfaction and impact of CRM adoption on B2B relationship. 110 clients
of the organization were selected as samples based on non-probability and convenience
sampling. Each of them is given a pre-tested questionnaire to fill. The data collected is coded
and statistical tools like multi-regression and correlation test were used to get the conclusion
out of the collected data.
The study gave a conclusion that there is an impact of service quality delivered by the company
on the overall satisfaction of clients and there is an impact of CRM adoption in B2B
relationship. Which is a positive result but as it is a service providing company it should
improve on some aspects and be the best service providing industry and satisfy the clients even
better.
CHAPTER 1
1.1 INTRODUCTION ABOUT THE INTERNSHIP
In world India known for best service providing industry in the IT sector and when it comes
to cost 3-4 times cheaper than US. The main intention of all service providing industries is to
make sure that the customers are satisfied or not and also build a relationship with the
customers is important.
The main purpose for conducting the study is to find out is there any influence of service quality
and CRM adoption in satisfying a customer and also builds the B2B relationship.
The study also deals with,
a) Importance of service quality to satisfy the customer in the service providing company and
which results in customer retention.
b) The company practices to build the strong B2B relationship with the clients by adopting
CRM.
Due to the change in the technology in all sectors and e-commerce made marketers to change
their providing the service to the customers. It is because the customer now they can identify
which service provider can satisfy them. Customer expectation has increased for improved,
timely in personalised service.
This has resulted in change in marketing practices and maintain technology or software to get
the customer interests, information etc., to serve the customers at their best.
Yet there is a change in following old marketing practices and adopted CRM which holds all
the information about the customers and also knowledge about the competitors and also
company can know how to deliver the service better than competitors. Business-to-business
companies are mainly focuses on relationship with the other companies and which is at most
important in any service providing industry. It plays a major role in small industry to grow and
develop in future. Maintaining the relationship will know the company how to deliver the
services expected by the customers.
1.2 TITLE OF THE STUDY
“The study on influence of service quality on customer satisfaction at Careator technologies”
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1.3 NEED OF THE STUDY
The study helps the organization to know the customer satisfaction by the service quality
delivered to them and also where they stand in the minds if the clients. It also helps to know
how effective in adopting the CRM to maintain the strong B2B relationship with the clients.
1.4 OBJECTIVE OF THE STUDY

1. To analyze the influence of service quality delivered on overall satisfaction.
2. To determine whether Customer Relationship Management adoption has a positive or
negative effect on Business-to-business relationships.
1.5 SCOPE OF THE STUDY

This study is limited to existing clients’ of Careator technology.
1.6 RESEARCH METHODOLOGY
1) Research Design:
Research Design is the blueprint of the study. A good research design includes
identifying and defining of problem, appropriate method of data collection and analysis
of the same. The required data are collected accurately and with at most care.
The research design which is suitable for this study is Descriptive Research. A
descriptive research answers questions like how, who, when, what and where. It
explains the characteristics of the population and also explains whether two variables
are related to each other or not.
This report is descriptive in nature as this study describes the impact of service quality
on overall customer satisfaction and also describes the effect of the CRM in a company.
2) Samp1ing design:
The sampling method used is Convenience samp1ing.

Convenience samp1ing is a type of non-probability sampling method the samples
which are selected based on convenience of the researcher. This sampling method is
often used in preliminary research to get an estimated result without incurring the cost
or time.
Sample Size: 110
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Sample Type: Clients of the Careator technologies
Geographic Area of sample: Pan Bengaluru.
Time Duration to collect Sample: 2 days.
3) Time duration of project: 10 weeks.

4) Levels of data collection:
Data collection is method of collecting the answers from the respondents for questions.
The levels of the data collection can be divided into
a) Primarydata.
b) Secondarydata.
Both data types are used throughout study. Data of primary will be largely made use
for the study and secondary will be used for understanding extra relevant information.
5) Sources of data:
1) Primary Data Sources:
Any data with respect to the study that is directly collected from the respondents by the
researcher is called primary data. It’s First Hand data which is available for a researcher
for preliminary study purpose.
 Questionnaire is the data collection tool used in the study to collect the primary
data.
 Firstly, a questionnaire will logical set of questions related to the study will be
constructed.
 Secondly, the pre-testing of questionnaire will be done to check for any spelling
or contextual mistakes.
 Thirdly, pilot study will be conducted by distributing the questionnaire to a
selected sample of respondents to detect if there is any complexity in the
answering the questionnaire so that it can be rectified.
 Once the final questionnaire is ready it will be distributed among the samples
and data will be collected.
2) Sec0ndary data sources:
Sec0ndary data that is already compiled and published. Secondary data gives a
holistic view about the topic under study. In this study secondary data is collected
from journals, scholarly articles, textbooks, and websites.
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6) Processing of data:
Huge chunk of data collected through primary sources will continue to be in the
raw form until it is processed analyzed.
The data processing has two parts:
a) Data analysis
b) Interpretation of the data
1) Data Analysis:
Data analysis is done in the study of organize the data in a particular manner
which servers the purpose of study.
 First, the data collected through questionnaire will be edited to correct
the errors that might have occurred due to illegibly or incompletely
filled questionnaire.
 Second, the edited Data will be coded with numbers to bring it to a form
that is ready for analysis and to speed up the tabulation process.
 Third, tabulation is done i.e. number of data falling into different
categories are counted. Then the results are summarized in tabular
format.
2) Interpretation of data:
From the analyzed data a conclusion is drawn. To do so relevant statistical tools
are used.
1.7 LITERATURE REVIEW:
1. (Lin & Chung-Yueh, 2017), The survey states that due to uncertainty of customers
having further contact with the service providers, there exist a wide scope of
expectations that they should hold a serious relationship. The aim of this inquiry is to
look into the how a company can deliver the expected services to retain the customers
in future by developing their technology and quality of their service delivery. There
will be a everyday development in building a relationship with the customers. The study
also gives knowledge about that effect of customers’ expected future role on customer
retention.
2. (Xevelonakis, 2017), The study deals with service providing companies are failing to
develop their customer retention activities that will very beneficial in future. This is
common to occur as the companies fall short in the capability to develop productive
customer strategies for clients’ profitability. It’s just not enough reducing the attrition
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rate in industry. The companies should work and develop some strategies in order to
improve profitability in both company and clients prospective. In study this short come
is addressed and a productive customer strategies based on customer behavior is
developed.
3. (van Triest, et al., 2017), The study is done on b2b context and analysis is done on the
effect of expenses with respect to customers oriented and the main aspect of doing
marketing is for the repletion and profitability. Retention rates are higher for customer’s
targeted service through the interacting with the customers. The study indicated effect
on the large clients profit and expenses on the customer profit for the satisfaction.
Hence, targeted marketing expenses are the tools for maintaining relationship and not
for just maintaining customers.
4. (Ranaweera & Prabhu, 2016), The study analyzes the blended on satisfaction effects,
the factors that customer look into the service for retention. It advocates that such an
avenue discovers the service providing company how they are neglecting customer
satisfaction and the ways to keep the existing customers for the company. The study
results in indicating that there is a positive barrier for the customer to change the
company rather than retaining with company it may be because of the trust factor or the
satisfaction factor for which company has to look after the strategies to retain the
customers.
5. (Hall, 2017) In any service providing companies among all the initiatives, retention is
one of the most striking initiative. Retention is make-or-break approach because.
Defection has occurred is coming into existence because company will consider
retention as a separate strategy rather than if the company provide service quality to the
best is very important. Mistaking retention for loyalty, company follow some myths to
retain the customer and for satisfaction. A discourse is presented debunking 6 retention
myths.
6. (Stone & Liyanearachchi, 2017), This paper looks into there is no important part in
retaining the customer. The company should not look as satisfaction as a separate aspect
it should be within the delivery of the service to customers. There is a problem in
maintaining the old customers and also it is very difficult to maintain the new
customers. The research collects data that how a company struggles to maintain the
service quality in delivering the service. However, the company look after different
levels of growth in managing the retention and satisfaction.
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7. (Fuller, 2017), The attrition of Customer retention has continued to be a problem in
most of the service companies, one company delivers a service based on the competitor
and also the company needs. There is a difference of attrition changed from 12% to
18%. Maintaining the old customers or clients are better than bringing new customers
to the company. The cost may increase to two or three times more. It will takes nearly
eight months to get a profit margin from the new customers.
8. (Echols, 2017), Over the last decade, there has been a drastic change in the
implementation of CRM systems. Nevertheless, a fundamental strategy is to establish
and strengthen customer relationships for the success of any CRM. Customers want it
to be easy to manage business with their insurance company, resulting in accurate
solution for problems. The information gathered from individual interaction with
clients is invaluable to understanding the entire client base and identifying trends in
behavior.
9. (Klie, 2016), This study looks at the basic customer contribution towards the profit of
the company. In every sector the customers are treated as profitable assets. Thera are
many tools in the industry to measure the customer relationship management. As the
industry experiences more profit there are several software which helps the company
to know their customers who are potential and who are new to the company. Before
implementing any strategies in the company it should analyze and then take decisions
by this the company will not incur loss.
10. (Collings & Baxter, 2017), In this article they mentioned more about loyalty which
causes the relationship with the company for an extent or for a long period. There is a
link between the customer loyalty, retention and satisfaction. If the customer satisfies
then he will retain and if the company is loyal to the customer needs then satisfaction
comes in another hand. Serving the customers 24/7 is very important in the company
so that the company can satisfy the customers whenever they needed even in critical
conditions.
1.8 LIMITATIONS:
1 The study is restricted to sample size of 110, due to time constraint.
2. The study restricted to clients of Bangalore and Hyderabad.
3. Some of the clients who are busy didn’t respond properly and some clients didn’t
show interest to fill the questionnaire.
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2.1 Industry Profile:
Information technology and consulting sector
The first country comes to in every mind in delivering the best service at the cheapest
rate is India and the first state comes to mind is Bangalore. It is known as Information
technology hub. It has created a huge platform for the software engineers and also became the
place for ten million workforces. When it comes to cost competitiveness India is 3-4 times
cheaper than US. However, India is gaining its position in IT field in providing the best services
to the global.
Consulting is at the growing phase in India for providing the jobs for IT industry. At present
consulting plays a major role for providing jobs for computer science students.
Basically IT sector in India is consisting of four components
a) Services in IT
b) Business process outsourcing
c) Products of software.
d) Services in Engineering.
IT services are kind of services which are done by the industries to serve the customers in better
way and deliver the appropriate services on right time and with the accurate results. BPO is the
type where the company serves the other company and it is also known as ITES referred as
Information technology enabled services.
Those IT-BPM sector, which will be at present esteemed toward to develop up to US $143 in
an intensify twelve-month growth rate in 2015-2016. Those division will be required to help 9.
5 % about India’s horrible down home item (GDP) Also more than 45 % done aggregate
benefits send out on 2015-16.
Market Size
Those Indian it division may be expected with develop during a rate for 12% to 14% for
financial year 2016-2017 in terms of money. By the year 2015 Indian Information technology
industry aiming for US $350 million.
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State funded cloud administrations income to India may be relied upon with compass United
States $1.26 billion in the year 2016, increasing toward 30.4% per year. People generally
advertise in artificial cloud particular country might have been evaluated with treble should US
$1.9 billion Eventually Tom's perusing 2018 starting with US $638 million on 2014.
Expanded infiltration of web (counting to provincial areas) Furthermore fast development of

e-commerce need aid those principle drivers for proceeded development of information focal
point co-location What's more facilitating showcase on India.
The Indian social insurance data innovation (IT) advertise will be esteemed during 2020United
States one billion dollar presently furthermore is anticipated to develop 1.5 times than present.
Business to Business (B2B) in India online payment market is relied upon will range US $700
billion Eventually Tom's perusing 2020 while those benefits of the business on customer (B2C)
e-commerce market may be required on arrive at US $102 billion Eventually Tom's perusing
2020.
Investments:
Indian its center competencies Furthermore qualities have pulled in huge ventures from major
nations. Those PC programming Also fittings division On India pulled in combined remote
immediate financing foreign direct investment inflows US $21.02 billion worth in the middle
year 2000 we can imagine what will be at 2017, as stated by information discharged Toward
those Branch of mechanical approach Also advancement (DIPP). Indian startups need aid
evaluated with have brought up US$ 1. 4 billion over 307 arrangements in the quarter
completion Walk 2016.
IT industries have contributed to the GDP of the country and also creates more jobs directly or
indirectly for the B2B business. Many industries invests on IT industries to establish their
company and upgrade themselves in that field. Many companies like Druva Incorporation,
Google, Reliance Industries limited, Infosys, Wipro, Intel and may more companies have
contributed for developing the IT industries in India.
Government initiatives:
1. Mr.RaviShakarPrasad, priest about correspondence What's more data Technology,
affirmed arrangement to increment the number for as a relatable point administration
centers alternately electronic service with 2,50,000 starting with 1,50,000 presently to
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empower town business people should associate for national masters for councelling,
Furthermore serving as An e-services dissemination perspective.
2. Telangana has signed with an network solution company called Cisco system
incoperations for the purpose of smart cities, cyber security and education. The
government has taken initiative in that factor to get the success.
3. Indian railway organization has decided to issue the ticket or introduce bar-coded
tickets to give a digital push. It also decides to give wifi facilities in the station,
GPS(global positioning system) based on the information of coaches. It also helps the
unreserved passengers for superfast long route.
4. Both electrical and Information technology come together to launch Electronics
Development fund by M/s Canbank Venture capital fund limited. Which results in
“fund of funds” and that fund is invested in “Daughter funds” which helps them to raise
the risk capital for IT companies for developing new technologies.
Road Ahead
India will be those topnotch offshoring end for it organizations crosswise over those planet.
Hosting turned out its competencies to delivering both direct and indirect administrations on
worldwide customers, developing innovations currently provided witha whole fresh array
about chances to top banana it organizations done in country. Social, Mobility, Analytics and
cloud (SMAC) need aid everything is considered as normal will the table a US$1trillion chance.
By 2020 cloud represents the largest opportunity under this collective action up to US $600-
700 billion which makes the economy growth in the country. Presently the Social media is the
second most famous segment or established segment in the field of IT which may raise up to
US $250 billion by 2020. Then comes e- commerce which has a size of US $12 billion in the
Indian market and finally software products and services in the field which raise to a not
believable extent in the year 2020. So, the IT companies are waiting for high growth in
consumer support software rather than company related software. Technology is everywhere
and there won’t be drop in the life cycle of IT industry
Conversion scale Used: INR 1 = US$ 0. 0149 Concerning illustration around September 29,
2016.
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2.2 Company Profile
Careator Technologies is an Information technology and also consulting company where the
major priorities is given to the client’s satisfaction and it is newly established company, focused
on the work and gives the effective solutions for the problems of clients.
It is a new company of establishment but in experience it is old. The company possesses team
of excellent and dedicated professionals who can take care of any problem and find the
solutions in the field of IT. It serves the clients with dedication and full interest so that there
won’t be any errors during the project submission. The company has a 75 years of total
experience in offering multidimensional service solutions on this field.
 Type: IT company
 Founder : Aditya Damuluri
 Established : 2011
 Headquarter : Hyderabad
2.3 Promoters of the company

Sudhakar KR
He will be A ‘Masters over HRM Also a Gold Medallist‘, ISTD ‘Certified national Trainer’, what’s more
a ‘Certified worldwide business Leader’ from U21 Harvard. Those signs from claiming as much
knowledge is those effect about as much fill in on the benefits of the business execution – a couple cases
investigations are:. A 50 million USD climb On highest point transport attained through streamlining for
asset Utilization, with an insurance sway for equivalent As far as reinforced certainty to benefits of the
business acquisition, client confidence, improved association for way customers, methodology
acceleration & development.
A 250 million USD development clinched alongside business incomes of a particular business attained
ina 3-4 quite a while period thru hr technique articulation, Furthermore execution.
CoE’s clinched alongside product trying benefits the place the RoI might have been 4 million USD ahead
a speculation for. 25 million USD & an alternate CoE on sap administrations that yielded 29 million USD
for a speculation of 4 million US.
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a) Infrastructure
Careator Company proudly announces that best class infrastructure for delivering the
service globally. It consists of various scale and department for serving the clients effectively
and for all business needs. All the information of the customers and applicants data are well
protected through a secure IT network, only the authorized person can view the data and use it
for the service. The health of the employees are observed seriously by providing healthy food,
water and fresh air it is because if the employees are healthy they will deliver the work fast.
The company provides a ideal environment to host the applications with the advanced systems
which helps the company to save the time and they can robust and reliable to the Internet.
Monitoring and managing the applications and all the software related products provides
redundancy for 24/7 environments. For an IT professional company provides the suitable
environment which is needed.
b) Competitor’s information
 Artech Infosystems
 Marlabs Software
 Wenger and Watson Inc.
 Collabera Technologies
 Trianz
2.4 Vision
"Empowering Individuals to Achieve Their True Potential"
Careator endeavor to deliver services leveraging the technology advantage and using highest
standards of integrity and workmanship.
Values
Quality, Integrity & Reliability Is the Motto
Customers' success is the main priority. For any company on this world satisfying the customer
is the ultimate goal. Which results in customers to retain and company will feel responsible to
solve their problems. That can be determined by evaluating the customers. Careator is
committed in serving the customers and maintaining the long term relationship with them by
exceeding the customers’ expectations and delivering the accurate business solutions.
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Mission
To be the "go to" company for IT professionals to find their dream job with ideal Pay and for
Clients to find resources that are rock stars.
2.5 Products/ Services

1. Mobility Services
2. Business Intelligence Services
3. Professional Services
 Project Staffing
 BOT – Build Operate Transfer Model
 Recruitment
4. Application Development
A.SAP Development
 SAP BI
 SAP BW
 SAP BPC
B. Java
C. Dot Net
5. Customer product Development
6. Testing Services
 Black-box Testing
 Automation Testing
 Manual Testing
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2.6 SWOT Analysis
Strengths
 Focuses on the delivering quality services to the clients.

 Pool talent which is a self-developed software consists of the best brains in the industry.
 Strong business relations and client driven approach creates industry based sustainable
value for their consulting partners.
Weaknesses
 Accountability is not upto the mark by which they can’t measure the performance of
the company.
 Same old human resource practices are followed no update in the terms and polices
 Unable to enter into international market.
Opportunities
 Getting into more diverse areas of businesses rather than sticking into one strategy.
 Huge potential in domestic market.
 Repeat business from existing clients.
Threats
 Full time employees and budget constraints imposed by legislature.

 Huge potential in domestic market.
 Future growth and prospects:
Careator technologies has a growth potential and plans for emerging Indian IT market.
At present it has only 2 branches all over India. It has the plan to increase it to 5 organisations
at the end of 2017 financial year.
Its current workforce is 350 employees all over India. It has plans to increase it to 1000 by the
end of 2017.
It is anticipated to increase the turnover of 15 crores by the end of 2020.
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3.1 THEORITICAL BACKGROUNG OF THE STUDY
SERVICES:
Service is defined as the deeds, performance and process delivered by the company to
the customer. Basically services are intangible in nature but it’s important for any service
providing company and also manufacturing industry. Services can be measured by knowing
the quality of the service delivered by the organization. Sometimes service plays a major role
in an organization because in a product based company there are certain measures to measure
the product like colour, quality, size and shape etc., where as in service provider company it
is important to deliver the service based on the interest of the customers.
Service can be measured using the service quality dimensions. The company should
follow some quality in delivering the services to the customers.
There are five dimensions for measuring the Service Quality,
1. Reliabi1ity.
2. Responsiveness
3. Empathy
4. Assurance
5. Tangible
For the study the researcher used first four of the service quality dimensions which are
reliability, responsiveness, empathy and assurance.
1. Reliability: It can be defied as how well the service is rendered or delivered to the
customers again and again. It also deals with the accuracy of the services delivered to
the customers by the organization. Reliability deals with in the study are,
 What is the exact specifications of the customers and those expectation are reached or
delivered to the customers, company delivers maintains the time and finishes the work
on time which helps the clients will be committed with other works, the reports are
free from errors which helps in maintaining the accuracy and next time the clients will
believe to give work to the organization and update of the service time to time after
receiving the feedback from the clients.
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2. Responsiveness: It means what is the interest and willingness of the service providers
to serve the customers or clients and provide the service accordingly. Responsiveness
also means how an organization will respond to the customer needs, how fast the
assignment given to the company finishes on time and mainly how the company
maintains the information confidentially it is important because every company has
their own secrets and their business plan. If one company reveals the other company’s
secrets the trust factor will be gone and in future the company won’t receive any
assignment.
3. Empathy: The one word by which an empathy can describe is personal attention. It is
important for the company to maintain an empathy with the customers because the
customers feel that they are provided with the personal or individual attention by the
company, also the company should follow some aspects like they should know the
need of the clients that is the company should understands what the customer wants
from the company, interest in delivering the services to the customers or else there
will be possible of losing a customer and also the company should keep the
convenience timings for meeting the service providers. All these things results in
positive image in the minds of the customers.
4. Assurance: One of the important and difficult service quality dimensions. It deals
with two words those are trust and confidence. It also refers the information which are
provided by the service providers should be updated with the proper information, in a
service providing company safety plays a prominent role in transaction, the company
should be clam and courteous while delivering the service to the customers and the
main criteria is the company should deliver the organized work for the customers or
clients.
OVERALL SATISFACTION:
Satisfaction is important factor in the service providing company as the company

can’t satisfy all the customers because the customers changes time to time. For satisfying the
customers the company should delight them. To meet the satisfaction the company should
meet the expectation level of the customers or cross that level well than the competitors. Even
the performance falls expectation of the customers, the customers will feel dissatisfaction
about the service and look for other companies. So, to satisfy the customers service providers
or company service representatives should be well supervised by this the customer will get a
quality of service by them, they also act according to the customer’s best interest, once the
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customers are happy with the service providers they will be satisfied and main aspect is the
company should not lose their quality in service at any time. By all these factors the company
can make the customers happy and satisfied.
CustOmer RelatiOnship Management:
CRM is a set of strategies or activities that are followed by any company to analyse and
manage the customer likes and dislikes, satisfaction and dissatisfaction and other qualities.
Company follow these strategies for a definite goal which is customer retention and to build a
long term relationship with the customers. It also give information about the customer’s
personal tastes or interests by which the company can serve the customers based on it.
The main intention in adopting the CRM practices in the company to retain the
customers and maintain the customer data. The leads are bought by the marketing team or client
management team all the information about the clients are stored in CRM and serve according
to the needs.
By the CRM adoption the company have several benefits like, by CRM the clients can
build the relationship with the company and they can give more assignment for the company,
company practices are known to the clients by it so that if there are any new changes adopted
by the company, clients will be informed by it. Website is the one media by which the clients
will be knowing about the company and by this company maintains the website information in
CRM and by which the clients will be knowing better about the changes. The company
practices to maintain the confidentiality about the changes and about the information about the
charges so the clients will be knowing about the company only through it. By CRM the
company can convey the new or updated measures adopted by the company and by it the clients
can ask queries and company will respond quickly through CRM strategies.
B2B RELATIONSHIPS
Business to business relationships plays a major role for a company like careator. It is
because they serve the clients if the clients are satisfied then the company builds the network
and from it the company can establish quickly. This type of transaction is between
manufacturers to wholesaler, wholesaler to retailer. It mainly deals with the companies to
companies rather than serving to customers. It is totally different from B2C where they can
find lot of customers but in B2B the company can find less number of customers.
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Nowadays B2B companies are grown drastically as the many service providers will feel
please to work for other companies. Maintain the relationship with the companies is very
difficult. For this the company should be deliver the given work with quality and also low price
than the competitors. It mainly deals with new information about the product or the services
should be informed to the customers which includes changes in the services. As the researcher
said earlier price plays a vital role in service it should be charged nominal compared to
competitors. Not only in price the company must provide better and qualified services than
other companies. The services which are given by the company helps in development of other
and their companies. For any relation face to face dealing is important and the company should
not make clients to avoid for meeting the company head at any instance and by all these there
will be a relationship with the clients and in future they will refer a client for the company it is
because there is a positive image in minds of the customers.
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4.1 A table showing the age of the clients of Careator technologies.
(.No.) Age of clients Clients count [%]
I 20 to 25 years 41 37%
II 26 to 30 years 40 36%
III 31 to 35 years 26 24%
IV 36 to 40 years 3 3%
Total Clients 110 100%
Analysis: The above table shows that ages of the clients of the company. Most of the
respondents are between 20 to 30 years. 81 respondents out of 110 respondents are of this age.
3%
24%
37%
36%
20-25 years 26-30 years 31-35 years 36-40 years
Interpretation: The graph shows that most of the respondents are between the ages of 20-30
years. It shows that most of the clients are not so aged and they are young to deliver the work
to the company.
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4.2 A table showing client’s gender of careator technologies.
[No.] Particu1ars Clients Count (%)
I Male Clients 71 65%
II Female Clients 39 35%
Total Clients 110 lOO.OO%
Analysis: From the above table most of the respondents are male and rest of them are female.
35%
Male
Female
65%
Interpretation: From the above graph 65% of the respondents are male and 35% are female.
It shows that there is a lot of women clients for the company so that higher posts are also
welcoming for females.
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4.3 A table showing experience of the clients
Sl.no Particulars No. of respondents Percentage
1 0 to 5 years 51 46%
2 06 to 10 years 39 36%
3 11 to 15 years 20 18%
Total 110 100%
Analysis: The above tables shows the experience of the clients. Out of 110 respondents 51 are
having an experience of 0-5 years.
18%
0-5 years
46%
06-10 years
11-15 years
36%
Interpretation: From the above graph 46% of the respondents are having the experience of 0-
5 years in their organization. It shows that all young clients are delivering the work to the
company.
20
4.4 A table showing years of association with Careator technologies
Sl.no Particulars No. of respondents Percentage
1 0-2 years 42 38%
2 03-04 years 51 46%
3 Above 4 years 17 16%
Total 110 100%
Analysis: The above table shows that 38% of respondents are associated with careator
technologies from “0-2 years”, 46% of respondents are associated with careator technologies
from “3-4 years” and 16% of respondents are associated with careator technologies from “More
than 4 years”.
16%
38% 0-2 years

03-04 years
Above 4 years
46%
Interpretation: The pictorial representation reveals more number of clients are associated with
the company from past 3-4 years. This might because of the unawareness about the services
provided by the company and also the increasing number of new service providers.
21
4.5 A table showing company finishes the assignment in given time.
[No.] Scale Clients Count [%]
I Strong1y-dis-agree - -
II Dis-agree - -
III Neutra1 27 24%
IV Agree 69 63%
V Strong1y-agree 14 13%
Total Clients 110 100%
Analysis: The above tabular diagram reveals 13%clients “Strongly-agree”, 63%clients

“Agree” and 24%clients “neither Agree nor disagree” that the company finishes the given
assignment in the given time.
63%
24%
13%
0% 0%
STRONGLY DISAGREE DISAGREE NEUTRAL AGREE STRONGLY AGREE
Interpretation: The graphical representation displays more than half number clients have
agreed that the company finishes the given assignment in a given time which creates a positive
images in the minds of the clients.
22
4.6 A table showing employees will provide appropriate information about the service.
[No.] Scale Clients Count [%]
I Strong1y-dis-agree - -
II Dis-agree - -
III Neutra1 19 17%
IV Agree 75 68%
V Strong1y-Agree 16 15%
Total Clients 110 (100.00%)
Analysis: The above table shows that 15% clients “Strongly-Agree”, 68% clients “Agree” and
17% clients “Neither-Agree-nor-dis-agree” that the company will provide the appropriate
information to the clients.
68%
17% 15%
0% 0%
Interpretation: The pictorial representation reveals major part of entire clients have agreed
that the company provides appropriate information about the services to the clients and they
will be updating the information whenever the clients required.
23
4.7 A table showing company maintains the information confidentially.
[No.]. Scale. Clients Count [%]
I Strong1y-dis-agree
II Dis-agree - -
III Neutra1 12 11%
IV Agree 70 64%
Total Clients 110 (100.00%))
Analysis: The above table shows that 25% clients “Strongly agree”, 64% clients “Agree” and
11% clients “neither Agree nor disagree” that company maintains given information regarding
to project confidentially.
64%
25%
11%
0% 0%
Interpretation: Graphical representation shows majority respondents have agreed that the
company maintains the client information confidentially with the other service providers. It
makes the clients to give their work in future. The clients want their information to be safe with
the service providers.
24
4.8 A table showing company will respond quickly to your problem.
[No.]. Scale. Clients Count. [%].
II Dis-agree - -
III Neutra1 12 11%
IV Agree 54 49%
Total-Clients 110 (100.00)%
Analysis: Tabulation showcases 40% clients “Strongly-agree”, 49% clients “Agree” and 11%
clients “neither-Agree-nor-dis-agree” that the company responds quickly.
49%
40%
11%
0% 0%
Interpretation: Graphical representation showcases more number of clients have agreed that
the company responds to the client’s problem as soon as possible which helps the company to
know about the client’s needs easily.
25
4.9 A table showing company provides individual attention to the clients.
II Dis-agree - -
III Neutra1 11 7%
IV Agree 66 57%
V Strong1y-Agree 33. 36%
Total-Clients 110 (100.00%)
Analysis: Tabulation showcases 36% clients “Strongly-agree”, 57% clients “Agree” and 7%
clients “Neither-agree-nor-dis-agree” that company provides individual attention with respect
to clients.
57%
36%
7%
0% 0%
Interpretation: Graphical representation showcases maximum number of clients have agreed

company shows attention to every clients by which the clients will feel that they are important
in the minds of the company.
26
4.10 A table showing company understands the need of the clients.
II Dis-agree - -
III Neutra1 15 13%
IV Agree 59 54%
Total-Clients 110 [100.00%]
Analysis: The above index shows that 33% clients answered “Strongly agree”, 54% of clients
“Agree”, 13% clients “neither-Agree-nor-dis-agree” company understands needs of the clients
which are required by them.
54%
33%
13%
0% 0%
the company understands the need of the clients by which the company works accurately
according to the needs of the clients and provide the clients with the accurate work.
27
4.11 A table showing Company shows the interest in delivering the services to clients.
II Dis-agree - -
III Neutra1 6 5%
IV Agree 56 51%
Total Clients 110 (100.00%)
Analysis: The above index shows that 44% clients “Strongly-agree”, 51% clients “Agree” and
5% clients “neither-Agree-nor-dis-agree” that company is very interested in delivering the
services.
51%
44%
5%
0% 0%
Interpretation: The graphical representation showcases more number of clients have agreed
that the company shows the interest in delivering the services to the clients which is very
important for the company to show interest in serving the clients need.
28
4.12 A table showing Convenient meeting hours with the company.
II Dis-agree - -
III Neutra1 7 6%
IV Agree 57 52%
Analysis: The above tabulation represents that 42% of the clients “Strongly agree”, 52% of the
clients “Agree”, 6% clients “neither-Agree-nor-disagree” clients can meet authorities at their
convenient hours.
52%
42%
6%
0% 0%
Interpretation: The graphical representation reveals more number of clients have agreed that
the company will provide convenient meeting hours with the clients so that it will be helpful
for the clients to meet the mangers on their free time.
29
4.13 A table showing Services that are provided is updated with proper information.
II Dis-agree - -
III Neutra1 10 9%
IV Agree 66 60%
Analysis: The above table represents that 31% clients “Strongly-Agree”, 60% clients “Agree”
and 9% clients “neither-Agree-nor-disagree” that the company services that are provided is
updated.
60%
31%
9%
0% 0%
Interpretation: The graphical representation potrays majority clients have agreed that the
company services are updated and the information will help the clients to take decisions from
this the company will give the proper information to the clients and help the clients to get the
updated information from the company.
30
4.14 A table showing feel safe during my transaction with the company after the service
is delivered.
II Dis-agree - -
III Neutra1 8 7%
IV Agree 70 64%
Analysis: The above table shows that 15% clients “Strongly-agree”, 68% clients “Agree” and
17% clients “neither-Agree-nor-dis-agree” that the clients feel safe during the transaction with
the company after the service is delivered.
64%
29%
7%
0% 0%
Interpretation: Pictorial representation shows that majority of the respondents have agreed
that the clients feel safe during the transaction with the company after the service is delivered
this results in online transaction is safe.
31
4.15 A table showing Company provide service with courteous to clients consistently.
II Dis-agree - -
III Neutra1 12 11%
IV Agree 59 54%
Analysis: The above table shows that 35.00% clients “Strongly-Agree”, 54% clients “agree”
and 11% clients “neither-Agree-nor-disagree” that the company provide services with
courteous and consistently.
54%
35%
11%
0% 0%
Interpretation: The graphical representation reveals more number of clients have agreed that
the company provide service with courteous to clients consistently to the clients which build
the relationship between the company and the clients. Clients provide more assignment to the
company.
32
4.16 A table showing Careator deliver organised work.
II Dis-agree - -
III Neutra1 5 5%
IV Agree 48 44%
Analysis: The above table shows that 51% clients “Strongly-Agree”, 44% clients “Agree” and
5% clients “neither-Agree-nor-disagree” that company delivers organised work to their
company.
51%
44%
5%
0% 0%
Interpretation: The graphical representation displays more number of clients have strongly
agreed that the company delivers the organised work which makes the client’s job easy for
further actions.
33
4.17 A table showing exact specifications of clients are followed to deliver the service.
II Dis-agree - -
III Neutra1 10 9%
IV Agree 71 65%
V Strong1y-Agree 29 26 %
Analysis: The tabulation showcases 26% clients “Strongly-Agree”, 65% clients “Agree” and
9% clients “neither-Agree-nor-dis-agree” that company delivers exact specifications which are
asked by the clients.
65%
26%
9%
0% 0%
Interpretation: Graphical representation unfolds more number of clients have agreed that the
company delivers exact specifications which are required for the clients by this the clients will
get the exact specifications of service which they are looking for their company.
34
4.18 A table showing finishes the work on right time
II Dis-agree - -
III Neutra1 14 13%
IV Agree 58 53%
Analysis: The above table shows that 34% clients “Strongly-Agree”, 53% clients “agree” and
13% clients “neither-Agree-nor-dis-agree” that company completes given work on right time
and submits.
53%
34%
13%
0% 0%
Interpretation: Pictorial representation depicts majority clients have agreed that the company
completes the given work on time this will help the clients to get their work on time and also
company will be having the chance to ask for next project with the clients.
35
4.19 A table showing Statements or reports are free from error
I Strong1y-dis-agree 0 0%
II Dis-agree 0 0%
III Neutra1 9 8%
IV Agree 68 62%
Total-Clients 110 (100%)
Analysis: The tabulation showcases 30% clients “Strongly-Agree”, 62% clients “agree” and
8% clients “Neither-Agree-nor-dis-agree” that company submits reports on time and it is free
from error.
62%
30%
8%
0% 0%
Interpretation: Pictorial representation states that more number of clients have agreed
company delivers reports which will be free from errors by this the clients will get more time
to do other work rather than checking for the errors in the reports.
36
4.20 A table showing update their service from time to time.
II Dis-agree - -
III Neutra1 13 12%
IV Agree 57 52%
Analysis: Tabular representation shows that 36% clients accepts “Strongly agree”, 52% clients
“agree” and 12% clients “Neither-agree-nor-disagree” company update their services from
time to time.
52%
36%
12%
0% 0%
Interpretation: Pictorial representation shows that more number of clients have accepted
updates about services of an organisation communicates on time this helps the company by
upgrading themselves and its benefits for the clients that they will be getting the updated
services.
37
4.21 A table showing Company’s service representatives are well supervised
II Dis-agree - -
III Neutra1 3 3%
IV Agree 86 78%
Analysis: The Tabulation showcases 19% clients “Strongly-Agree”, 78% clients “Agree” and
3% clients “Neither-Agree-nor-disagree” that company’s service representatives are well
supervised.
78%
19%
0% 0% 3%
Interpretation: Graph which is present above shows that majority of the respondents have
agreed that the company’s service representatives are well supervised by the managers. As the
company’s employees are supervised they will work fast and accurate by which the clients will
be satisfied.
38
4.22 A table showing Company’s service representatives act in my best interest
II Dis-agree - -
III Neutra1 10 9%
IV Agree 65 59%
Analysis: The above tabular form shows that 32% clients answered “Strongly agree”, 59% of
the clients “agree”, 9% clients “neither-agree nor-disagree” company’s service representatives
act in clients best interest.
53%
32%
9%
0% 0%
Interpretation: Graphical representation depicts most number of clients have agreed that the
company’s service representative’s act in client’s best interest by which company will get good
name in the market and clients will suggest some more clients for the company.
39
4.23 A table showing Overall, I am satisfied with the Company service representatives.
II Dis-agree - -
III Neutra1 9 8%
IV Agree 63 57%
Analysis: The above tabular form shows that 35% clients “Strongly-agree”, 57% clients
“agree” and 8 percent clients “neither-agree-nor-disagree” that the clients are satisfied with the
company service representatives in all aspects.
57%
35%
8%
0% 0%
Interpretation: Graphical representation unfolds most of the clients have agreed that the
company services are well satisfactory and also the company’s service representatives are
showing more satisfaction level to the clients which results in strong relationship with the
company in future.
40
4.24 A table showing Overall, clients are satisfied with quality of services given by the
company
II Dis-agree - -
III Neutra1 7 6%
IV Agree 65 59%
Analysis: The tabular represents 35%clients “Strongly-agree”, 59% clients “Agree” and 6%
clients “Neither-agree-nor-disagree” that the clients are satisfied with the services provided by
the company.
59%
35%
6%
0% 0%
Interpretation: The graphical representation shows majority clients agreed that the clients are
satisfied by the quality of services provided by the company by this the company will be
benefited as they will retain their clients and clients will be happy with their services.
41
4.25 A table showing CRM helps in build relationship with the Careator Company
II Dis-agree - -
III Neutra1 14 13%
IV Agree 63 57%
Analysis: The tabular form shows that 30% of the clients “Strongly agree”, 57 percent clients
“agree”, 13% clients “neither agree nor disagree” CRM helps in build relationship with the
careator company.
57%
30%
13%
0% 0%
Interpretation: Pictorial representation potrays more than half clients have agreed that the
company builds a relationship with the clients by CRM strategies. By CRM the company finds
the potential clients and the company build a strong relationship with the clients.
42
4.26 A table showing CRM makes client to know about the company practices
II Dis-agree - -
III Neutra1 11 10%
IV Agree 64 58%
Analysis: Tabular form which is present above shows that 32percent clients “Strongly-agree”,
58% clients “agree” and 10% clients “neither Agree nor-disagree” that clients came to know
about the company by CRM strategies and activities.
58%
32%
10%
0% 0%
Interpretation: Graphical representation shows that more number of the respondents have
agreed that the clients came to know about the company by CRM strategies and activities. By
which the clients can refer daily for the needed information and assign the work according to
it.
43
4.27 A table showing CRM helps in knowing the company’s information in detail
II Dis-agree - -
III Neutra1 13 12%
IV Agree 65 59%
Analysis: The tabulation showcases 29% clients “Strongly-agree”, 59% clients “Agree” and
12% clients “neither-agree-nor-dis-agree” that CRM helps the clients to know about the
company’s information in detail.
59%
29%
12%
0% 0%
all the information about the company is known to the clients by CRM. All the information
about the company is known to the clients by CRM.
44
4.28 A table showing CRM is a way to know about the company services
II Dis-agree - -
III Neutra1 18 16%
IV Agree 57 52%
Analysis: The tabulation showcases 32% of the clients “Strongly-agree”, 52% clients “Agree”
and 16% clients “neither-agree nor disagree” that company services are known by the CRM to
the clients.
52%
32%
16%
0% 0%
the company services are well known to the clients by CRM activities.
45
4.29 A table showing Company convey their new services/products through CRM
II Dis-agree - -
III Neutra1 13 12%
IV Agree 71 64%
Analysis: The tabulation showcases 24% clients “Strongly-agree”, 64% of the clients “Agree”
and 12% clients “neither-agree-nor-disagree” company will promote their new services and
products through CRM.
64%
24%
12%
0% 0%
Interpretation: The graphical representation revels mass number clients have agreed that the
company’s services and products are known to the clients by the CRM. By this the clients will
be knowing about the new services of the company.
46
4.30 A table showing By CRM the company reacts fast.
II Dis-agree - -
III Neutra1 12 11%
IV Agree 63 57%
Analysis: The above table shows that 32% of the clients “Strongly-agree”, 57% clients
“Agree” and 11% clients “neither-agree nor disagree” that the company can react fast for the
client problems through CRM.
57%
32%
11%
0% 0%
the company will react fast for the client problems through CRM. Clients can get their problem
solved by mentioning it in the CRM software, the company will resolve as soon as possible.
47
4.31 A table showing company informs the clients about new services / change in services.
II Dis-agree - -
III Neutra1 12 11%
IV Agree 62 56%
Analysis: The tabular form shows that 33% of the clients “Strongly-agree”, 56% clients
“Agree” and 11% clients “neither-agree nor disagree” that company informs the clients about
new services or changes in the services to the clients.
56%
33%
11%
0% 0%
Interpretation: Graphical representation showcases more number of clients have agreed

company informs about new services and changes in the services to all the clients so that the
clients will be getting an updated information about the company and their services.
48
4.32 A table showing Company’s charges are nominal compared to other companies.
II Dis-agree - -
III Neutra1 13 12%
IV Agree 57 52%
Analysis: The above tabular form shows that 36 percent clients “Strongly-agree”, 52% clients
“Agrees” and 12% clients “neither Agree nor dis-agree” that company charges a nominal price
compared to other companies.
52%
36%
12%
0% 0%
Interpretation: Graphical representation showcases more number clients have agreed that the
company’s charges are nominal compared to other companies which are providing the similar
type of services. Clients are very keen about the price they will look for best service for less
price. The company also beneficiated by giving the service at low price so that they will retain
the clients.
49
4.33 A table showing Company provides better services when compared to other
companies.

II Dis-agree - -
III Neutra1 13 12%
IV Agree 61 55%
Analysis: The above tabular representation showcases 33% clients “Strongly-agree”, 55%
clients “Agree” and 12% clients “neither-agree nor disagree” that the company provides better
services compared to other service providers.
55%
33%
12%
0% 0%
Interpretation: Graphical representation reveals prominence number respondents have agreed

that the company provides better services compared to other companies this makes the clients
to give their next assignment to the company.
50
4.34 A table showing Services provided supports in development of the organization.
II Dis-agree - -
III Neutra1 7 6%
IV Agree 44 40%
Analysis: The above table shows that 54% of the clients “Strongly-agree”, 40% clients
“Agree” and 6% clients “neither-agree nor disagree” that company services supports in
development of client’s organization.
54%
40%
6%
0% 0%
Interpretation: Graphical representation reveals majority of the respondents have strongly

agreed that the company services help in development of clients organizations. The quality of
services to the clients supports in their development and the good fame.
51
4.35 A table showing Company encourages face to face dealings.
II Dis-agree - -
III Neutra1 6 6%
IV Agree 31 28%
Analysis: The above table shows that 66% of the clients “Strongly-Agree”, 28% clients
“agree” and 6% clients “neither-agree nor disagree” that company encourages face to face
dealings.
66%
28%
6%
0% 0%
Interpretation: Graphical representation dispatches more number of clients have strongly

agreed that the company encourages face to face dealings by which the clients get an
opportunity to explain what kind of services or product they want and also company can clear
their doubts in the same deals.
52
4.36 A table showing refer a client to a company in future.
II Dis-agree - -
III Neutra1 4 4%
IV Agree 36 33%
Analysis: The above table shows that 63% of the clients “Strongly agree”, 33%lclients “Agree”
and 4% clients “neither-agree nor disagree” that clients like to refer another client to the
company.
63%
33%
4%
0% 0%
Interpretation: Graphical representation reveals predominance number clients have strongly

agreed that the clients will refer a clients for the company. It is because they felt the company
is providing a service which is worth to their money.
53
4.41 HYPOTHESIS TESTING
4.41.1 Hypothesis 1:
Ho: There is no significant impact of Service-Quality on Clients satisfaction of Careator

Technologies.
H1: There is significant impact of Service-Quality on Clients satisfaction of Careator
Technologies.
Test applied: Multiple Regression
Descriptive statistics
N Mean Std. Deviation
res_mean 110 4.0727 .35573
emp_mean 110 4.2818 .44684
As_mean 110 4.2886 .42726
Rel_mean 110 4.2136 .44262
Sat_mean 110 4.2341 .39965
Valid N (listwise) 110
Model Summary
Model. R. R Square. Adjusted R Square. Std. Error of the

Estimate.
0.458a 0.210 0.180 0.36197

1.
Rel_mean, res_mean, emp_mean, As_mean
Inference: As r=0.458, there is a strong positive correlation between the variab1es.
54
AN0VA
(Model) Sum of df. Mean Square. F. Sig.

Squares.
(Regression) 3.652 4 .913 6.969 .001b
13.757 105 .131

1 (Residual)
17.410 109
(Total)
Coefficients
Model. Unstandardized Coefficients. Standardized (t) Sig.
Coefficients.
(B) Std. Error. (Beta)
(Constant) 2.333 .480 4.864 .000
res_mean -.063 .109 -.056 -.583 .561
1 emp_mean .040 .101 .045 .398 .691
As_mean .340 .110 .364 3.109 .002

Rel_mean .125 .093 .138 1.349 .180
a. Dependent Variable: Sat_mean
Conclusion: Since significant value of 0.001 is less than p value of 0.05, we reject Ho and
conclude that there is significant impact of service quality on clients’ satisfaction of Careator
Technologies.
55
4.41.2 Hypothesis 2:
Ho: There is no significant impact of CRM adoptions on B2B relationships.

H1: There is the significant impact of CRM adoptions on B2B relationships.
Test used: Multiple regression
Descriptive Statistics
N Mean Std. Deviation
110 4.1742 .36916

CRM_mean
110 4.3924 .33908
B2B_mean
110
Valid N (listwise)
Model0Summary
Model. R. R Square. Adjusted R Square. Std. Error of the

Estimate.
1. 0.296a 0.087 0.079 0.32542
a. Predictors: (Constant), CRM_mean
Inference: As r=0.296, there is a positive correlation between the variab1es.
ANOVA
Model. Sum of df. Mean Square. F. (Sig.)

Squares.
(Regression) 1.096 1 1.096 10.345 .002b
(Residual) 11.437 108 .106

1
(Total) 12.533 109
56
Coefficients
Model. Unstandardized Coefficients. Standardized (t) (Sig.)

Coefficients.
B. Std. Error. Beta.
(constant) 3.259 .354 9.211 .000

1
.272 .084 .296 3.216 .002
CRM_mean
a. Dependent Variable: B2B_mean
Conclusion: Since significant value of 0.002 is less than p value of 0.05, we reject Ho and
conclude that there is significant impact CRM adoption on B2B relationship with other
companies
57
CHAPTER 5
5.1SUMMARY OF FINDINGS:
 From the study it is clearly shows that majority of the respondents are associated with
the company from past 3-4 years.
 The study clearly reveals that more mass of the respondents have agreed that the
company finishes the given assignment in a given time
 The study clearly reveals that best part of the respondents have agreed that the company
maintains the client information confidentially with the other service providers.
 The study clearly shows that major part of the respondents have agreed that the
company will respond to the problem of the clients.
 The study clearly shows that more number of the respondents have agreed that the
company shows individual attention to the clients.
 The study clearly reveals that majority of the respondents have agreed that the company
understands the need of the clients.
 The study clearly reveals that most of the respondents have agreed that the company
will provide convenient meeting hours to the clients.
company services are updated and the information will help the clients to take
decisions.
 The study clearly reveals that majority of the respondents have agreed that the clients
feel safe during the transaction after the service is delivered by the company.
 The study clearly shows that maximum of the respondents have agreed that the
company provide service with courteous to clients consistently.
 The study clearly shows that more number of the respondents have strongly agreed that
the company delivers the organized work.
 The study clearly reveals that high number of the respondents have agreed that the
company delivers exact specifications which are required for the clients.
 The study clearly shows that majority of the respondents have agreed that the company
completes the given work on time.
company delivers the reports which are free from errors.
 The study clearly shows that more than half of the respondents have agreed that the
company updates their services time to time.
58
 The study clearly reveals that prominence of the respondents have agreed that the
company shows a sincere interest in solving the client’s problems.
 The study clearly reveals that most of the respondents have agreed that the company’s
service representatives are good and the clients are satisfied by their work.
 The study clearly shows that greater part of the respondents have agreed that the
company’s service representatives are well supervised by the managers.
 The study clearly shows that majority of the respondents have agreed that the
company’s services are well satisfied
 The study clearly reveals that greater number of the respondents have agreed that the
clients are satisfied by the quality of services provided by the company.
clients came to know about the company by CRM strategies and activities.
 The study clearly reveals that majority of the respondents have agreed that all the
information about the company is known to the clients by CRM.
 The study clearly shows that most of the respondents have agreed that the company’s
services and products are known to the clients by the CRM.
 The study clearly shows that major part of the respondents have agreed that the
company provides better services compared to other companies.
 From the hypothesis testing we find out that there is a significant impact service quality
delivered on client’s satisfaction.
 From another hypothesis we came to that there is a significant impact on CRM adoption
on B2B relationship.
59
5.2 SUGGESTIONS:
 The organization should concentrate on providing updated information about the

service to clients.
 The organization should improve on providing exact specification of services or
product which are expected from the clients.
 The organization should concentrate on improving safe transition.
 The organization should maintain the error free statement or reports with the clients.
 The company should supervise on employees to maintain and deliver the quality of the
services.
 The company employees should maintain the professional standards.
 The organization should improve on overall CRM strategies to build a professional
relationship with the clients.
 The organization should improve on speedy response.
 The correlation between the service quality and client satisfaction is not more. To
improve this the company should deliver the service quality to the best and its results
in customer retention also.
 To improve on business to business relationship with the clients, company should
improve on some aspects of CRM activities and also in delivering the service as it is a
B2B company there is a huge competition for the company.
60
5.3 Conclusion:
As India is known for best souring hub in the entire world for the IT industry, it has created
significant demand for all the sectors like education, banking, consulting and many service
based industry. There is a huge competition in the field of IT industry, if one IT company fail
in satisfy the customer the other IT companies are ready to serve those customers. So to retain
the customers in the IT industry CRM plays a major role. As my study is based on the same
aspect. From the study, it’s seen that the customers are satisfied with the service provided by
the company and it is also shown that the company has a commendable CRM practices. The
study also shows that there is a good B2B relationship with the company. But there are some
criteria in which the organization can improve so that they can maintain the professional
relationship with the clients. Improving on these aspects helps the company to get a competitive
edge. To maintain the customer satisfaction important is to serve the customer properly and to
maintain the B2B relationship with another company changing the strategies according to the
clients is very important. So, it is important for an organization to deliver their services and
improve on maintaining the relationship with the clients.
61
Bibliography
Collings, D., & Baxter, N. (2017). Valuing customers.
Echols, S. (2017). Customer retention: The only real measurement for a CRM solution.
Fuller, L. (2017). A Simple Customer-Retention Strategy: Securing Direct Deposits.
Hall, R. (2017). Why dedicated retention efforts often fail.
Klie, L. (2016). Customer Retention Requires Open Communication.
Lin, J.-S. C., & Chung-Yueh, W. (2017). The role of expected future use in relationship-based service
retention.
Lin, J.-S. C., & Chung-Yueh, W. (n.d.). The role of expected future use in relationship-based service
retention.
Ranaweera, C., & Prabhu, J. (2016). The influence of satisfaction, trust and switching barriers on
customer retention in a continuous.
Stone, M., & Liyanearachchi, D. (2017). Managing retention -- Who does it well?
van Triest, S., Bun, M. J., G, van Raaij, E. M., Vernooij, M. J., & A. (2017). The impact of customer-
specific marketing expenses on customer retention and customer profitability.
Xevelonakis, E. (2017). Developingoretention strategies based on customer profitability in

telecommunications: An empirical.
WEBLOGRAPHY
(n.d.). Retrieved from http://www.careator.com
(n.d.). Retrieved from http://www.mbaproject.com/questionnaire/
(n.d.). Retrieved from http://www.proquest.com
(n.d.). Retrieved from http://www.it-company.co.za/westech/about/
(n.d.). Retrieved from https://www.b2bmarketing.net/
62
QUESTIONNAIRE
Dear Respondent,
I the undersigned, MBA Student from RNSIT doing my research titled “The influence of
customer relationship management on customer satisfaction”.
The objective of this study is to know the impact of CRM on company’.
I kindly request your valuable time to give feedback on the following questionnaire. The
information shared by you shall be kept confidential and used for academic purpose only.
Yours Sincerely,
Vijay Kumar S7760884959
viyayks7760@gmail.com
PART-A :RESPONDENTS’ PROFILE
Company Designation
Name :
(optional) Age : 20 to 25 
Experience: 0-5 ☐ 25 to 30 
5-10 ☐ 30 to 35 
10-15 ☐ 35 to 40 
>15 ☐ Above 40 
Years of association 0 – 2 years 
Gender : Male.  with Careator 2 – 4 years 
Female.  Technologies : Above 4 years 
PART B: SERVICE QUALITY

RATINGlSCALE 1 2 3 4 5
Stronglyl Disagree Neutral Agree Strongly
Disagree Agree
RESPONSIVENESS
1 The company finishes the
assignment given to it on time.
2 Careator employees will provide
appropriate information about the
service.
3 Company maintains the information
confidentially
4 The company will respond quickly
to your problem.
63
EMPATHY
1 Company provides individual
attention to the clients.
2 Company understands the need of
the clients.
3 Company shows the interest in
delivering the services to clients.
4 Convenient meeting hours with the
company.
ASSURANCE
1 Services that are provided is
updated with proper information.
2 I feel safe during my transaction
with the company after the service
is delivered.
3 Company provide service with
courteous to clients consistently.
4 Careator deliver organised work.
RELIABILITY
1 Exact specifications of clients are
followed to deliver the service
2 Finishes the work on right time
3 Statements or reports are free from
error
4 Update their service from time to
time.
OVERALL SATISFACTION
SD DA N A SA
RATING SCALE 1 2 3 4 5
1 I am satisfied with company’s service

representatives
2 Company’s service representatives act in
my best interest
3 Overall, I am satisfied with the
Company service representatives.
4 Overall, I amsatisfied with the quality of
services provided by the company
CRM adoption
1 CRM helps in build relationship with
the Careator company
2 CRM makes client to know about the
company practices
64
3 CRM helps in knowing the company’s
information in detail
4 CRM is a way to know about the
company services
5 Company convey their new
services/products through CRM
6 By CRM the company reacts fast.
B2B relationship
1 The company informs the clients
about new services / change in
services.
2 Company’s charges are nominal
compared to other companies.
3 Company provides better services
when compared to other companies.
4 Services provided supports in
development of the organization.
5 Company encourages face to face
dealings.
6 I refer a client to a company in future.
65

Vijay Kumar S 1ib15mba52 Part-B

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EXECUTIVE SUMMARY

1.1 INTRODUCTION ABOUT THE INTERNSHIP

1.2 TITLE OF THE STUDY

“The study on influence of service quality on customer satisfaction at Careator technologies”

1.4 OBJECTIVE OF THE STUDY

1.5 SCOPE OF THE STUDY

1.6 RESEARCH METHODOLOGY

The sampling method used is Convenience samp1ing.

Sample Size: 110

Geographic Area of sample: Pan Bengaluru.

Time Duration to collect Sample: 2 days.

3) Time duration of project: 10 weeks.

1.7 LITERATURE REVIEW:

Information technology and consulting sector

Basically IT sector in India is consisting of four components

b) Business process outsourcing

Expanded infiltration of web (counting to provincial areas) Furthermore fast development of

2.3 Promoters of the company

2.5 Products/ Services

 Focuses on the delivering quality services to the clients.

 Full time employees and budget constraints imposed by legislature.

 Future growth and prospects:

It is anticipated to increase the turnover of 15 crores by the end of 2020.

There are five dimensions for measuring the Service Quality,

Satisfaction is important factor in the service providing company as the company

CustOmer RelatiOnship Management:

(.No.) Age of clients Clients count [%]

III 31 to 35 years 26 24%

Total Clients 110 100%

20-25 years 26-30 years 31-35 years 36-40 years

[No.] Particu1ars Clients Count (%)

I Male Clients 71 65%

II Female Clients 39 35%

Total Clients 110 lOO.OO%

Sl.no Particulars No. of respondents Percentage

Total 110 100%

Sl.no Particulars No. of respondents Percentage

1 0-2 years 42 38%

2 03-04 years 51 46%

3 Above 4 years 17 16%

Total 110 100%

38% 0-2 years

[No.] Scale Clients Count [%]

III Neutra1 27 24%

Total Clients 110 100%

Analysis: The above tabular diagram reveals 13%clients “Strongly-agree”, 63%clients

[No.] Scale Clients Count [%]

III Neutra1 19 17%

Total Clients 110 (100.00%)

[No.]. Scale. Clients Count [%]

III Neutra1 12 11%

Total Clients 110 (100.00%))

[No.]. Scale. Clients Count. [%].

III Neutra1 12 11%

Total-Clients 110 (100.00)%

[No.]. Scale. Clients Count. [%].

V Strong1y-Agree 33. 36%

Total-Clients 110 (100.00%)

Interpretation: Graphical representation showcases maximum number of clients have agreed

[No.]. Scale. Clients Count. [%].

III Neutra1 15 13%

Total-Clients 110 [100.00%]

[No.]. Scale. Clients Count. [%].