A STUDY ON CUSTOMER SATISFACTION

With special reference to Nalanda Builders & Developers India Ltd., AGRA
A project Report submitted to the Parul Institute of Management, Vadodara In partial fulfillment for the Award of the

POST GRADUATION DIPLOMA IN MANAGEMENT

Submitted By MONOJ KUMAR (ROLL No. 20) Under the guidance of Mr.Anirudha Tambe, Faculty Member

PARUL INSTITUTE OF MANAGEMENT

COLLEGE OF MANAGEMENT STUDIES (Approved by A.I.C.T.E)

VADODARA 2010-2012

CERTIFICATE This is to certify that Mr. Manoj Kumar, PGDM program 2010-2012, student of Parul Institute of Management of Vadodara has completed his summer training during 01/05/2011 to 30/06/2011. During his tenure of two months project at our organization. And all our best wishes for your bright future. Thanks & Regards Deepak Gupta (Head- Sales & Marketing) Nalanda Builders & Developers (I) Ltd

ACKNOWLEDGEMENT
I wish to express my sincere thanks to Prof. N.K. Kapoor (director), Parul Institute of Management, college of management studies for giving me permission to do project work at Nalanda Builders & Developers India Ltd., Agra. I also express my sincere gratitude to Mr. Anirudha Tambe, who inspired me during my extensive research in this area and extended his constructive guidance and constant supervision which is of immense help to me in the successful completion of the study. I am very much grateful to Mr. Ashish Agrawal (Marketing Manager), and Mr. Uma Shankar (Head Supervisor), Nalanda Builders & Developers India Ltd., Agra for giving me opportunity to do project work at their esteem organization. Words would never be adequate to express my gratitude to my parents and friends because whatever I am and whatever I do is a result of their perseverance in molding me. Place: Vadodara Date: MANOJ KUMAR

DECLARATION
I, Manoj Kumar, hereby declare that the report on Summer Training and project work entitled A STUDY ON CUSTOMER SATISFACTION with special reference to NALANDA BUILDERS AND DEVELOPERS INDIA LTD., AGRA is a result of my own work and my indebtedness to other work publications, if any, have been duly acknowledged. Place: Date: Vadodara 04/07/2011 Manoj Kumar

TABLE OF CONTENTS
Sl. No. Title

CHAPTER 1
1.1 1.2 1.3 1.4 1.5 1.6

INTRODUCTION

Overview Management Philosophy Road ahead Code of conduct Research and development
LITERATURE REVIEW

CHAPTER 2
2.1 2.2 2.3

Introduction to consumer satisfaction Consumer Satisfaction Literature review 3 4 5 5 6 7 8 9 10

OBJECTIVES OF THE STUDY PROJECTS RESEARCH DESIGN AND METHODOLOGY DATA INTERPRETATIONS ANALYSIS

CHAPTER CHAPTER CHAPTER CHAPTER CHAPTER

6.1

SWOT analysis
FINDING CONCLUSION AND SUGGESTIONS APPENDIX BIBILOGRAPHY

CHAPTER CHAPTER CHAPTER CHAPTER

INTRODUCTION

Nalanda Builders & Developers India Ltd

Overview

Nalanda Builders & Developers India Ltd. is a leading company in the field of real estate development with a proven track record in the field of civil construction and real estate development activities. Incorporated in Jan 2003 for carrying out the business of real estate as Builders & Developers. The company becomes public limited in Sep. 2005. Since then, the company has grown to be one of the fast growing real estate developers of the country, serving the needs of a discerning clientele. Service that incorporates innovation and complete transparency in their dealings has underpinned NBD ' efforts in the budding field of real estate. Today, NBD has established state-of-the-art residential townships, apartments, commercial complexes. NBD, with amazing foresight, enviable expertise and innate acumen, provide cost-effective and holistic solutions to the real estate &. Construction world. The business mantra of the NBD lies in their commitment to create architectural marvels by using state-of-the-art technologies, consulting experienced architects and by motivating human potential to scale new heights. With more than 5 years of experience under their belt, the company has already marked their presence in several cities and is reaching Pan-Indian levels in their endeavors.

Management
NBD has a strong top management, a group of highly skilled professionals. All the directors are highly skilled, well experienced and hold expertise in different areas of real estate sector. The second level of management consists of a dynamic team of professionals who handle various affairs of the company. NBD employs energetic and dynamic people with strategic and innovative ideas. With the mantra of hard work and devotion, NBD has achieved great heights of success in the real estate sector within short period and established as a trusted brands in real estate sector. Santosh Katara(Managing Director) A person of creative vision, is PG in Mathematics of age 37 years, He is carrying out construction planning , procurement of material. He is instrumental in formulating the strategy and building and managing the organization's development. Dr. Sharad Bhaduria Chairman He is doctorate in Physics of age 44 years. He deals in management of human resources & customer related issues, Planning of sales & collection and future financial planning for Radhey Shyam Sharma new projects. Executive Director He is PG in Mathematics of age 33 years, Having analytical approach, He is Carrying out the work of new project planning, Finance management & Administration of the company.

Philosophy
NBD truly believes in our mission line NBD business philosophy is deeply rooted in the company's unshakeable belief in charting new horizons with a singularity of purpose and breadth of vision. Continuous innovation lies at the heart of the company's core values, and this enables NBD Developers to constantly invent and implement across the board -in conceptualization, implementation and support. It is this belief system that has driven NBD , over the years, to diversify and grow in new domains and segments of the real estate business such as integrated townships, commercial complexes and apartments in prime locations across the country. Service that incorporates innovation and complete transparency has always been the hallmark of the company's business ethics. The company's clear-cut vision, its professionalism and expertise, and its unswerving faith in excellence form the bedrock of its solid foundations while it continues to aim for and scale new heights. Today, NBD is poised to become a formidable force in the Indian real estate business with a exceeding turnover.

Road Ahead
The Indian real estate sector has evolved dramatically over a very short period of time. The major factors that have facilitated this rapid transition are the country's booming economy, avorable demographics and a liberalized foreign direct investment regime. With a growth rate of Approx. 30 percent and market cap of $12 billion, the real estate sector has become a favorite investment destination for investors. Taking advantage of the growing opportunities in the real estate sector and its experience as one the players in the realty industry, NBD has continued to deliver high-quality products, earning the respect of it customers, in a very short span of time. NBD also plans to extend its reach across India by taking up projects in some of the most sought-after markets in the country.

Code of Conduct
National Interest The NBD shall be committed in all its actions to benefit the economic development of the country and work towards making India a developed nation. It shall not undertake any project or activity to the detriment of the national interest or those that will have any adverse impact on the social and cultural life. The Company shall conduct its business affairs in accordance with the economic development, foreign policies, objectives and priorities of the nation and shall strive to make a positive contribution to the achievement of such goals at the regional, national and international levels. People At NBD, We believe in line of our HR Philosophy to uphold the values which are at the core of our business ethics, honesty, integrity, team work, objectivity, self respect and human dignity. We believe in fair & trustworthy relationships. Elimination of Child Labour The Company is committed to implement the provisions of the Child Labour (Prohibition and Regulation) Act, 1986. The Company is aware of the social reality of the existence of child labour and recognises that this evil cannot be eradicated by simply setting up rules or inspections. Towards this end, the Company is committed to work in a pro-active manner to eradicate child labour by actively contributing to the improvement of children's social situation. Safety, Health and Environment The NBD is dedicated for providing healthy and condusive working environment and to the safety of its employees. The Company shall be committed to prevent the wasteful use of natural resources and minimizing any hazardous impact on environment. Transparency and Accountability All the employees of NBD shall ensure that their actions in the conduct of business are totally transparent except where the need of business security dictates otherwise. Such transparency shall be brought through appropriate policies, systems and processes.

10

Accountability All Directors of NBD shall oversee the Company's adherence to ethical and legal standards. All employees and the directors of NBD shall undertake to stop or prevent actions that could harm customers, the system or reputation of the Company.

Research & Development

The NBD endeavored self sufficiency on Design, Engineering and Consultancy. NBD has in - house some of the best architects, engineers and planners in its consultancy division. With their long-standing reputation for creative building and design coupled with the professional expertise in art, architecture and town planning, they have been usefully engaged in providing consultancy and management services to various projects in India. NBD does not hesitate to seek external expertise in specialized areas in the self development activities such as Resorts and Shopping malls.

11

LITERATURE REVIEW

customer satisfaction Introduction

12

Customer satisfaction has become one of the key issues for companies in their efforts to improve quality in the competitive marketplace. It can be seen as either a goal of or a measurement tool in the development of construction quality. Customer satisfaction is considered to affect customer retention and, therefore, profitability and competitiveness (Anderson and Sullivan 1993). According to Jones and Sasser (1995), complete customer satisfaction is the key to securing customer loyalty and generating superior long-term fi nancial performance. It is also apparent that high customer satisfaction leads to the strengthening of the relationship between a customer and a company, and this deep sense of collaboration has been found to be profi table (e.g. Storbacka et al. 1994). Accordingly, customer satisfaction is an important factor in the development of the construction process and the customer relationship. It is natural that managers in the construction industry should be concerned about customer satisfaction because of its expected infl uence on future projects and word of mouth reputation. However, so far, customer satisfaction in the construction industry is under-researched. For example, Torbica & Stroh (2001) emphasise that the use of soft performance criteria, such as customer satisfaction, is at an early evolutionary stage in construction. In addition, the main focus on customer satisfaction approaches in the construction has been on house building. The significance of customer satisfaction, and its use for evaluating the quality from the customers perspective, have been emphasised by many authors in construction (Barret 2000; Torbica and Stroh 2001; Maloney 2002; Yasamis et al. 2002). This study examines customer satisfaction in construction as perceived by two customer groups: public and private customers. The main focus is to explore these customer groups perceptions of the contractors performance. The results are interesting, because there are some distinguishing features of customers groups, related to for example the competitive bidding process and procurement. It is also essential to fi nd out how the perceptions of the customer groups differ from each other. For example, Al-Momani (2000) has observed that many public projects are not achieving what was expected. According to his study, public

13

customers were found to be less satisfied than private ones. Soetanto and associates (2001) have also examined the customers and architects perceptions of contractor performance. They found that the architects were less satisfied than were less satisfied than customers in regard to overall contractor performance. Initially, this paper presents an overview of customer satisfaction, which has developed in the service industry. Then a brief review of existing approaches to customer satisfaction and quality in construction is discussed. In order to examine the links between customer satisfaction and quality, a theoretical framework is also created. Subsequently, the results of a data analysis and findings are presented, based on performance of Finnish construction companies. Finally, some conclusions are also presented.

Customer satisfaction Customer satisfaction is a function of perceived quality and disconfirmation the extent to which perceived quality fails to match repurchase expectations. Customers compare the perceived performance of a product (service, goods) with some performance standard. Customers are satisfied when the perceived performance is greater than the standard (positively disconfirmed), whereas dissatisfaction occurs when the performance falls short of the standard (negatively disconfi rmed). Additionally, there is an extensive difference between the loyalty of merely satisfi ed customers and those who are completely satisfy ed. Customers who are just satisfied find it easy to switch suppliers when a better offer comes along. As a result, the significance of customer satisfaction is emphasised in markets

Literature review

14

The relationship between customer and contractor in construction constitutes a multilevel complex in which parties operate simultaneously and collaborate with in-groups of networks. Therefore, customer satisfaction should be understood as a relationship-specific rather than transaction-specific construct. As a result, traditional customer relationship management models used in product manufacturing will not produce the best results in construction. In addition, cooperation between customer and contractor is strongly emphasised; the customers input has considerable implications for the outcome of the construction project. The complex nature of the construction process, changes in project organisation, and the uniqueness of each project make it difficult to exploit past experiences and customer feedback in future projects. In addition, Love and associates (2000) suggest that each firm in the construction supply chain is both customer and supplier, and that their creation of value is the fundamental factor in successful projects. Ireland (1992) emphasises that the project managers role is vital for mutual, trusting relationships and customer satisfaction. Ireland also found that the project managers ability to manage customers relates directly to the success of the project. Soetanto and associates (2001) additionally recognize that the satisfactory performance of participants is a prerequisite to maintaining harmonious working relationships. Because the performance of each participant in the construction project coalition is interdependent, other participants should assess their performance. Determining quality in construction is a complex issue. In general, quality can be defined through two approaches: conformance to requirements and customer satisfaction. The major concern in the conformance to requirements approach is how well the constructed facility conforms to design specifications. This is the contractors internally focused definition of quality. Determining quality in construction is a complex issue. In general, quality can be defined through two approaches: conformance to requirements and customer satisfaction. The major concern in the conformance to requirements approach is

15

how well the constructed facility conforms to design specifications. This is the contractors internally focused definition of quality. The limitation of this approach is that customers may not know or care about how well the product and/or service conforms to internal specifications; customers want their needs and expectations met or even exceeded. The strengths of this approach are that measuring quality is relatively straightforward and easy and should lead to increased efficiency on the part of the organisation. On the other hand, the customer satisfaction approach defines quality as the extent to which a product or service meets and/or exceeds a customers expectations. The strength of this approach compared to the quality approach is that it captures what is important for the customers rather than establishes standards based on management judgements that may or may not be accurate. Customer satisfaction thus approaches quality from a customers viewpoint. According to this determination, it is the customer who defi nes quality. The weaknesses of this approach are that measuring customers expectations is a difficult task and the fact that a customers short-term and long-term evaluations may differ (Reeves and Bednar 1994). Barrett (2000) sees that quality in construction can be thought of as the satisfaction of a whole range of performance criteria held by an interacting host of stakeholders and mediated by a range of mechanisms. According to Winch and associates (1998) the problem with the existing literature on construction is that it concentrates on the problems of producers instead of providing value for the customer. There is a need for customer orientation and satisfaction, not for allocating liability. Customer satisfaction can be used for evaluation of quality and ultimately for assessment of the success of a companys quality improvement programme. According to Torbica and Stroh (2001), a quality improvement effort will lead to a higher product and service quality, which will lead to improved customer satisfaction. Their study has confi rmed that implementation of TQM is positively associated with homebuyer satisfaction, and it is the total offering that

16

generates the total degree of customer satisfaction. Al-Momani (2000) examined service quality in construction delivered by contractors and the project owners expectations using the service quality gap as his analysis tool. He found that contractors pay very little attention to the owners (customers) satisfaction, and that this contributes to poor performance.

17

OBJECTIVE

IMPORTANCE OF CUSTOMER SATISFACTION IN INDUSTRY

Consumer satisfaction is important to the marketer because it is a determinant of repeat sales and consumer loyalty. Satisfaction is also important to the individual consumer because it reflects a positive outcome from the fulfillment of unmet needs. This research will help marketers seeking to sell their products in other countries and striving to maintain a high level of customer satisfaction compared to the competition. This goal cannot be obtained without a clear understanding of factors contributing to the generation of high satisfaction

18

and the process by which customer satisfaction evolves following a product consumption experience. Customer satisfaction is an important determinant of post-purchase attitude and product choice. The growing amount of international business has increased the need to understand customer satisfaction from a cross-national perspective.

19

PROJECTS

Nalanda Heights
About Project

20

Location : Nalanda Heights i.e. Taj Nagri Phase-II, Agra

SPECIFICATION

Open Space : Towers are surrounded by Lush Green Parks with Water bodies,

21

Fountain, Artistic work, Swimming Pool, High Mast Lights, Jogging Track, Kid's World etc.

Security : Guarded Gate Entry with Intercom Connection. Electricity : Underground cables with sufficient power backup. Type of Construction : Earthquake Resistant, RCC framed structure. Toilets : Hot & Cold water concealed GI/PPR pipe in all toilets, tiles up to 7ft. height.

Kitchen : Granite working top with steel sink hot & cold water provisions. Tiles up to 2 ft. height

Flooring : Imported Wooden flooring in bedrooms, Imported Tiles flooring in drawing room, lobby & Green marble in open area.

Internal Finish : POP finishing with oil distemper in attractive shades. External Finish : Attractive Texture Paint and specially made Balcony with Toughened Glass Railings.

Water Tanks : Overhead water tanks with pump house and tube wells for uninterrupted supply of water.

Club House : Club house with Swimming Pool, Sauna, Steam, Jacuzzi & Gym to be provided.

Badminton Court : Badminton Court with lights. Lifts : Two lifts in each tower from basement parking.

Sanskar City

22

Braj, the popular name for divine city Vrindavan located in the holy town of Mathura district, Uttar Pradesh. Braj is the place where Lord Krishna spent his childhood days. The town is about 15 km. away from Mathura, the city of Lord Krishna's birthplace, near the Agra-Delhi highway. The town is host to hundreds of temples dedicated to the worship of Radha and Krishna and is considered sacred by a number of religious traditions such as Gaudiya Vaishnavism, Vaishnavism, and Hinduism in general. Divinity is inherent in vrindavan and it is the place where one can awaken and heighten his consciousness to the level of supreme joy. It is among major pilgrimage destinations for Hindus, and features by some counts as many as 5000 temples. The town stands on the original forest of Vrindavana where the Hindu deity Krishna spent his childhood, on the banks of the Yamuna River.

23

FACILITIES
Restaurants to Shopping Complex; Entertainment clubs offering health and sports functionaries; Spiritual centers to Satsang Bhawan to Yoga Kendra, Sanskar City offers the best of facilities to assist a peaceful and soothing life. Wide sky lounge along with mesmerising Sadhu Bhogshala (eatery) offers the best of facilities. The lush green and peaceful atmosphere helps and tightens the bond with almighty. Spiritual, peaceful apartments with ultra modern facilities add serenity to life. A milieu that appeals to human eyes, kindle the senses and touches the soul
Layout Plan

3 Bedroom Layout Plan

2 Bedroom Layout Plan

Nalanda Heights Layout Plan

Nalanda Tower

24

About Project
Presenting The Nalanda Tower the most happening apartments in the Agra presents a lifestyle of flamboyance. With vast stretches of well flanned roads, lush green landscapes and fast changing Horizons, it presents a portrait of enticing lifestyle that is engrossing and enticing in true earnest. Coming up at this beautiful location is Nalanda apartments, choice of classic lifestyle with unbounded luxury. The Nalanda Tower is located on N.H. 2, Delhi - Agra Road - 300 meters from Kamayani Hospital. About 2 km. from Bhagwan Cinema. The citys most prized location. Market, Malls, Restaurants, Prestigious Offices, Cinema halls, Hospitals, Colleges, Schools and Clubs are stones throw away.

25

26

SPECIAFICATION

Park : Lush Green parks with Waterfall Fountain, Artistic Red Stone. Security : Guarded Gate Entry with Intercom Connection. Road : 24" thick, 4 strong layers hot mix roads. Type of Construction : Earthquake Resistant, RCC framed structure. Toilets : Hot & Cold water concealed GI/PPR pipe in all toilets, tiles up to 7ft. height.

Kitchen : Granite working top with steel sink hot & cold water provisions. Tiles up to 2 ft. height

Flooring : Tiles flooring in drawing room & lobby. Internal Finish : POP finishing with oil distemper in attractive shades. External Finish : Wall care putty with apex paint. Water Tanks : Overhead water tanks with pump house and tube wells for uninterrupted supply of water.

27

METHODOLOGY

28

RESEARCH DESIGN AND METHODOLOGY

Marketing research is the systematic design, collection, analysis and reporting of data and finding of data and findings relevant to a specific marketing situation facing the company. Research Process: Data for the proposed study on market potential for the products through a mix of data source like. 1. 2. Primary Source Secondary Sources.

Primary Source: The primary data are those which are collected a fresh and for the first time and thus happens to be original in characters. It is obtained either through observation or through direct communication with the respondents. Thus marketing data base is an organized collection of comprehensive data about individual customer, prospects or suspects that is current, accessible and actionable for marketing purpose such as lead generations, lead qualification, sale of a product or service or maintenance of relationship. Survey Research:

29

Surveys are best suited for research. Companies undertake surveys to learn about peoples knowledge, beliefs, preferences, satisfaction, and so on, and to measure these magnitudes in the general population. Research Instruments: Questionnaires: Entire data collected through questionnaires. A questionnaire consists of a set of questions presented to respondents for their answers. Because of questionnaire flexibility, the questionnaire is by far the most common instrument used to collect primary data, questionnaires need to be carefully developed, tested and debugged before they are administered on a large scale. Finally questionnaire should be simple, direct, unbiased wording and should be tested with a sample of respondents.

Secondary Sources: The secondary data means data that is already available i.e., they refer to the data, which has already been collected and analyzed by some one else. It includes periodically, magazines, newspapers, company newsletters, reports and broachers etc., through liabilities and previous projects for guidance.

30

Sampling: It is an act of drawing samples from a batch on random basis, Sampling may be as the process of obtaining information about an entire population by examining only a part of it. The selected respondents constitute the sample and survey so conducted is sample survey. Sample design is a definite plan for obtaining a sample from a given population. In conducting the market survey, it is always a line problem to collect the various data and problem analysis. The data may be collected from the whole population of a specified area or if an area is too wide, samples representing whole population, may be chosen for and used for analysis. In this survey sample of 50 customers were met and are presented with questionnaires, to find out how far they are satisfied with the dealer service. The information collected by both primary and secondary data. 1. Meeting the customers directly collected information. 2. Through magazines and newspapers.

31

DATA INTERPRETATION

1. Customer satisfaction of price

32

Majority of customer are very satisfy with the price which consist of 65% as it is very difficult to find a house at their convenient location and also in future if they sold it they will get good return on their investment, also 20% satisfy which together form majority and only 15% together who are dissatisfy and very dissatisfy.

2. Customer satisfaction regarding looks of house

In todays world the customer not only wants its house looks good from inside but also from outside. So the buider and developer gives more interest on its decoration from internal as well as external. Here most of the customer are satisfy or highly satisfy and together makes 84%. While dissatisfy ones are consisting of only 13% and 3% respectively.

33

3. Customer satisfaction level in facilities provided by developers and builders

The facilities provided by the Nalanda Builders & Developers are appreciable and much satisfaction giving according to the customers which consist of 63% as very satisfactory and 17% satisfy, while 14% are only dissatisfy and 6% are highly dissatisfy.

34

4. Sales figure.

Customer find more satisfied in purchasing simplex, then comes duplex, G+2, flats, villa and in percentage wise 40%, 25%, 14%, 11%, 10% repectively.

5. Customer Satisfaction about the Brand Image of the Nalanda Projects?

Compare to duplex and flats the customer satisfaction are more in simplex, and dissatisfaction wise flats are high but when very dissatisfaction comes duplex comes high in number.

35

ANALYSIS

36

SWOT Analysis of the Company: Nalanda Builder &developer

Strengths:
Nalanda builder &developer is the largest company of selling as compared to other real estate company in the in Agra. It is backed with the high quality and professional team in the HRD &marketing Dept. The financial aspect is very strong in case of NBD as it has many more profitable business. The projects are customer friendly and have all the facilities one want that is why is in great demand making it No-1 selling in Agra. Wide range of products for all class. The re-sell value of NBD flats are high compared to other companys flats.

Weakness:
Nalanda builder &developer has many strengths and some weakness. Some of the weakness includes the price of the product offered by the company. Some of the products are not customer friendly. Not concern about the lower class of the society people. Not targeting promotion toward them. The price of the product is the main issue. The service after sales are very expensive, very few and scare. So after sales service is not good.

37

Opportunity:
Nalanda builder &developer has ample of opportunity to expand its business. With the wide range in projects, features and different price range for different people, it has an advantage over the competitors around. With the opportunity in real estate in Indiais at the peak time, NBD has an opportunity to increase its sales as well as the market share. As the standard of living in India has increased the purchasing power of the people as increased as well, so NBD has to target right customer at right time to gain the most out of the situation.

Threats
Naland builder &developer has many threats to tackle to maintain its position as market leader in Agra. The threats like emerging of other real estate company in the market. The companies like Pushpanjali, Ganpati developer, Agra Development Authority etc. these companies have come to the stand of tough competition with NBD in the field of real estate. Threats can be like providing cheap flats, new features, new style and type, good after sales service etc. So, NBD has to keep in mind the growing competition around. NBD has to make strategies to tackle problems in the present and the near future. The growing inflation rate can cause drop in sales for NBD, as NBD provides costly flats to the customer.

38

FINDINGS

39

Findings:
Most of the people are dissatisfied from the real estate marketing information provided by the real estate companies, but very few people are strongly satisfied. Maximum numbers of people are checking legal status of construction while buying/searching a house. Some of the people check delayed delivery penalty clause while buying a property. Almost all people want to check details of booking before buying or searching house. Most of the people have chosen print media and brokers as a source of information while buying or searching for a property. People who have chosen internet, print media, brokers, and personal reference as a source of information for searching house or property are more satisfied compare to the other sources of information. There is great demand of 2, 3 BHK house in near future in Agra and nearby location. Most of the people chose information related to the property documents as their first preference compared to the marketing details of the project, past record of builder and new policies of govt. related to real estate sector. Most of the people wanted the government to make policies in terms of legal, technical and financial aspects which could create transparency in real estate sector. Most of the people know only the names of few property documents and they check only these documents while searching a property. A number of builders do not want to show the property documents to the customers

40

CONCLUTION AND SUGGESTION

Conclusion
41

The research presented here has focused on customer satisfaction and quality in the construction industry. As NALANDA BUILDER&DEVELOPER is face increasing competition, greater attention continues to be given to customer relationships and satisfied customers. Company is useing various approaches to customer satisfaction in developing and monitoring service offerings in order to manage and improve customer relationships and quality. Measuring customer satisfaction also has several benefits for organisations, for example, in improving communication between parties, enabling mutual agreement, evaluating progress towards the goal, and monitoring accomplished results and changes. In order to achieve customer satisfaction, company must understand what their customers need and how contractors meet those needs. customers also have certain wishes regarding how they want to be treated; furthermore, he notes, the service or physical product purchased has to fi t the customers internal valuegenerating processes.

SUGGESTION

42

1. Company should provide flats and tenement houses at cheap rate compare to competitors. 2. Company should use always good quality of raw material 3. Company should provide real document with real facts and figure of the constructed house and should not hide the things with the customer. 4. Adequate safety should be used while constructing building and always demotivate child labour.
5.

In saving of few money the contractor should not compromise with quality of goods used.

6. For attracting more customer the company should give more attention toward advertisement.

43

APPENDIX

APPENDIX
44

1. Name: ______________________________ 2. Age: 18 25 36 -- 45 55 and above Male Female 26 35 46 55

3. Gender:

4. Educational Qualification: PUC Graduate Post Graduate Professional Degree 5. Occupation: Government Private Employee Retired 1. Purchased Simple Villa Duplex Flat G+2 Employee Self Employed Student

2. Is price is a factor of consideration while purchasing? YES NO

If YES then Nalanda builder and developer is satisfying it. Very satisfy dissatisfy Satisfy very dissatisfy

3. Is DECORATION is a factor of consideration while purchasing? YES NO 45

If YES then Nalanda builder and developer is satisfying it. Very satisfy dissatisfy
4.

Satisfy very dissatisfy

Are you satisfy with the facilities provided by the Nalanda builder and developer? Very satisfy dissatisfy Satisfy very dissatisfy

5. Which type of property will you prefer most Simplex Duplex Flat Their satisfaction level Very satisfy dissatisfy Satisfy very dissatisfy

46

BIBLIOGRAPHY

BIBLIOGRAPHY:
WEBSITES:
http://www.nbd.com

47

http://www.scribd.com

http://www.indiaproperty.com http://www.realestatemarket.com

BOOKS:
(1)

Research Methodology 9th edition (2010) Donald R. Cooper Pamela S. Schindler

(1)

Production and Operations Management 8th edition (2009) Lee. Krajewski Larry Ritzman Manoj Malhotra

(1)

Marketing Management 13th edition Philip Kotler Kevin lane Keller Abraham Koshy Mithileshwar Jha

48