.

A STUDY ON CUSTOMER SERVICE QUALITY MANAGEMENT

AT ICONIX DESIGNS
By

NAME INITIAL
(REG.NO.211)

Of

PANIMALAR ENGINEERING COLLEGE

SUMMER TRAINING REPORT

Submitted to the

FACULTY OF MANAGEMENT STUDIES

In partial fulfillment of the requirements

for the award of the degree

Of

MASTER OF BUSINESS ADMINISTRATION

SEPTEMBER - 2016
 PANIMALAR ENGINEERING COLLEGE
(A CHRISTIAN MINORITY INSTITUTION)

JAISAKTHI EDUCATIONAL TRUST

BANGALORE TRUNK ROAD
VARADARAJAPURAM, NASARATHPETTAI,
POONAMALLEE, CHENNAI - 600 123

DEPARTMENT OF MANAGEMENT STUDIES

CERTIFICATE
This is to certify that this project report titled “A STUDY ON CUSTOMER SERVICE
QUALITY MANAGEMENT AT ICONIX DESIGNS” is the bonafide work of MENAKA.V
who carried out the research under my supervision. Certified further, that to the best of my
knowledge the work reported herein does not form part of any other project report or dissertation
on the basis of which a degree or award was conferred on earlier occasion on this or any other
candidate.

Internal Guide Head of the Department

 ACKNOWLEDGEMENT

I would like to express my sincere gratitude to Our Chairman Dr. JEPPIAAR M.A.,
B.L., Ph.D., for providing excellent environment and infrastructure and for his valuable support
throughout the course of study.

I express my deep sense of gratitude and thanks to Our Secretary and Correspondent
Dr.P.CHINNADURAI, M.A., Ph.D., and I express my sincere thanks to Our Directors Mrs. C.
VIJAYA RAJESWARI, Mr. C.SAKTHIKUMAR, M.E., M.Phil., and Mrs.
SARANYASREE SAKTHIKUMAR, B.E. I also express my gratitude to my Principal Dr.
K.MANI M.E., Ph.D.for providing all the required facilities for the successful completion of this
project work.

I take this opportunity to express my gratitude to the Dean & Head of the Department of
Management studies, Dr. V.MAHALAKSHMI M.L., M.B.A., Ph.D., for providing me an
opportunity and Mrs. R. KRUTHIKA M.B.A who has given me guidance to do this project
work.

MENAKA.
 TABLE OF CONTENTS

S.NO CONTENTS Page No.

ABSTRACT i

LIST OF TABLES ii

LIST OF CHARTS iii

LIST OF ABBREVIATIONS iv

INTRODUCTION 1

1 INTRODUCTION 2

2 INDUSTRY PROFILE 3

3 COMPANY PROFILE / PRODUCT PROFILE 5

4 RESEARCH METHODOLOGY 19

5 RESULTS AND DISCUSSIONS 22

SUMMARY OF FINDINGS AND

6 35
SUGGESTIONS

7 CONCLUSION 38

APPENDIX 39

BIBLIOGRAPHY 43
 ABSTRACT

The project report entitled ”A study on customer service quality management at ICONIX
DESIGNS”, Chennai.. Based on the findings, suggestions are given to the management about the
service quality thereby the satisfaction of the customer is increased and may increase economic
competitiveness. This will help the organization to take appropriate decisions which is needed at
the time of providing services. This will reduce customer dissatisfaction and increase the
profitability or returns of the business. The sources of data collection are primary source the
information required for the study can be directly collected from the customer, using a standard
questionnaire, secondary sources like books, records and magazines were used.
 LIST OF TABLES

S. No TITLE Page No

4.1 Overall rate your satisfaction with customer service. 23

4.2 Overall, it matches your expectations of what a service should be. 24

4.3 Service representatives adhere to professional standards of conduct 25

4.4 The customer support for this service is adequate 26

4.5 Professionalism is maintained throughout the project. 27

4.6 Understanding your needs. 28

4.7 Constant, ongoing reinforcement of service standards 29

Teaching employees basic social skills such as smiling, eye contact,

4.8 30
positive attitude and conversational skills

4.9 Technologies used for project completion 31

Compared to how you felt about iconic before this project, what would
4.10 32
you say is the likelihood of completing another project now?

4.11 Considering the overall value of the project you paid for, was it. 33
 LIST OF CHARTS

Page
S.No TITLE
No

4.1 Overall rate your satisfaction with customer service 23

4.2 Overall, it matches your expectations of what a service should be. 24

4.3 Service representatives adhere to professional standards of conduct 25

4.4 The customer support for this service is adequate 26

4.5 Professionalism is maintained throughout the project. 27

4.6 Understanding your needs. 28

4.7 Constant, ongoing reinforcement of service standards 29

Teaching employees basic social skills such as smiling, eye contact,
4.8 30
positive attitude and conversational skills

4.9 Technologies used for project completion 31

Compared to how you felt about iconic before this project, what would you
4.10 32
say is the likelihood of completing another project now?

4.11 Considering the overall value of the project you paid for, was it. 33