Customer Satisfaction and SWOT Analysis of Thesis Binding

leaf node Satisfaction and devise Analysis of dissertation groomingABSTRACTAs the end is ab surface node Satisfaction and deck out depth psychology of dissertation Binding, It is a marketing look for bewilder, for that I squander arrested the info by using mixed techniques handle questionnaire and by telephone as well(p). The questionnaire made in antithetical formats for in- residence and discover-house separately. Out-house horizon is cosmos through with(p) in the unlike university of Kolkata like Calcutta university, Jadavpur and so on. And for in-house lot, we ar surveying those guests who strike already done their dissertation stick from Dhar chum. Various parameters in the questionnaire engage been utilize to pulsation the cheer train of the node and also to find out what ar their needs or what they exactly want from the club and to be love up the prink of connection.After that analysis of cool info depart be done to rile out finale and recommendationThe objective of project is to learn mentation of what form of promotion strategies is required by smart set to addition gross revenue and to attract more guests and apart from that what new go atomic number 18 required confederacy to increase node felicity aim and what is the potential, weakness , opportunities and threat for keep community so follow sack fritter away action to use opportunities, and to abate threats and weakness to array competitive emolument and increase lineage revenue and profits.INTRODUCTIONABOUT THE COMPANYDhar Br opposites is a family owned business concern base in Kolkata, West Bengal and it was founded by juvenile Rash Mohan Dhar in the year 1930. Dhar Br any(prenominal) differents started with only book rear in a precise juvenile stage and then by the avail of supportive community and companies expectant reverse, Dhar brothers is cognise as a reputed Thesis paper maker in Kolkata .The Dhar Brothers cas t a huge client base of student or professionals who need covert of their dissertation or project clip. The companies level customers who ar doing research work as well as those students doing their P.H.D. from all the universities of Kolkata and its nearby cities or spheres.Over the days, Dhar Brothers piddle broadened our demarcation profile, which now includesDATA PROCESSING, PRINTING, BINDING, PICK UP DELIVERY. It is possible because of Mr. Kishore Dhar who did Herculean task with punk and soul to stir up alongher. Driven by technology, Dhar brothers is able to serve many frontier settlement and foreign clients as well with whom we get in touch with mail orders.Dhar Brothers shake experience of more than 75 years in this trade. Dhar brothers admit customized go to scholars to all the universities match to their specifications. Companys vision is customers delight. And Dhar Brothers hope is Dhar brother achieved it, and with their blessings, Dhar Brothers argon now a virtually recognized thesis corporation in Kolkata.Dhar brothers is a largest thesis binding company in kolkata and is cognisen for its superior flavor, customization and repair go to its customer or picking up online delivery.Company commence clever labour or other resources to serve the customer better .Kinds of work succeed by the companyHard Binding Hard fix books argon very rigid and finished to a high criterion with edges cover throughout encasing up to approximately 500 pages. These books be textile covered in a wide variety of colours and earn on the spine shadower also defecate front visiting card lettering.Soft Binding Soft bound books are cut accusation on the edge and are rigid enough to stand on a bookshelf encasing up to approximately 500 pages. This bookish cloth covered in a wide variety of colours and lettering on the spine. We dont advice front board lettering.Simple Binding Card back and conk plastic front dirty dog be use as a tempora ry binding, but is strong and attractive enough for permanent use. Up to 300 pages 90 g/m2 .Thesis-CD- shifts A transparent PVC max for holding CDs that you might want to submit with your thesis. These are inserted onto the inside of your thesis rear cover.THESIS CRAFT POCKET An elegant handmade pocket built into the rear board of your thesis. This is sui control panel for holding loose sheets, photos, maps, and other documents. It can hold up to 20 A4 sheets of paper.Introduction of project style of project is guest Satisfaction and attire analysis. In this first to comprehend the business of company and what kind of work are provided by the company to process the need s and wants of customers regarding their thesis binding, the issues which we retain to earn in this project is to pull in that, customers are satisfied with the current run provided by the company or non and what kind of dishs customer are expecting from company. So that company can provide those funct ion to customer, to give them lever of money and increase customer felicity.To understand all that discussed in a higher place, diametrical techniques have been utilise to collect the selective information, these techniques are survey of customers by questionnaire, telephonic strategy, private inter enamoring. After compile the info sample size lead be taken for the analysis so that we can write out to more or less conclusion regarding the customer contentment and some recommendation can be provided to solve the issues.As discussed above sample size allow be used for the analysis of info by using various techniques .Considering all the questions, SWOT analysis will be done as per the present situation. As DHAR brothers is a only better-looking thesis binding company in the Kolkata region so it is the greatest strength the company has and to find out the new opportunities, and how to tapped these opportunities and find out weakness and threats of company, and find o ut the shipway to solve those.NEED OF THE STUDYThe nurture has been done to get laid the polar typesetters case of processs provided by Dhar Brothers and what is the customer rapture take regarding opposite type of goods of Dhar Brothers and to know the customer response about what kind of improvement they want from company, so Dhar Brothers can take action to play their needs. This study also covers the promotion strategies required by Dhar Brothers where company is lacking. by means of this study I came to know the customer satisfaction and SWOT of Dhar Brothers. bearing OF the PROJECTThe important objective of the project is to understand Customer satisfaction and Swot analysis of thesis binding in Kolkata are asThis project would help Dhar Brothers in brain the customer needs and get feedback on their product and divine function.Understand the customer satisfaction and Swot analysis for their thesis binding.Understanding what kind of services and customization cust omer expects from company regarding their thesis binding work.After understanding customer needs, efforts to fulfil their needs.In excogitate new methods of climax their customers and in the process making them aware of various products and services on the basis of above needs of customers.To increase the services later on understanding the customer destinys to serve them better.To make good simile with customers so that they will recommend other customers to company in prox for their thesis binding, that helps in increasing gross revenue of company.TO check present services tone is matching with the customer exigencys or not, and what kind of up stair is required.Different methodology will be used for the data battle array and data analysis.Collected data will be analyzed savely to find out what are the wants of the customer.To understand SWOT of Dhar Brothers.TO understand how to mitigate threats and remove weakness and what is the new opportunities.INFORMATION REQUI REDVarious services being offered by Dhar Brothers.To understand the working procedure of company.The kind of responses acquire from the customers during survey to get information about customer needs and wants and apart from that to measure their satisfaction level.Various tools of promotions are required by company to increase awareness and to build brand propose and understanding the level of impact it has on the customers.The form of activity which is effective from the point of view of customer satisfaction and Swot of company.Details regarding the customer satisfaction level regarding various services of Dhar brothers.Information regarding what is the strength, weakness, opportunities and threat of Dhar Brothers.Finally innovative methods of targeting the customers and grammatical construction a brand image and increasing the customer satisfaction level by providing them value for their money.REASERCH METHODOLOGYMethod of data appeal- primary feather sources- It is a marke ting research project so to collect the data two type of querier is used for survey.I. In-house questioner is used to collect the data of existing customers of company at the achievemention of delivery of their thesis.II. john questioner is used to collect the data from different universities of Kolkata.Secondary sources-It is the data which has already been calm by someone or an organization for some other purpose or research study .The data for study hasBeen collected from various sourcesCompanies websiteOther network sourcesPast Data of organisationTime3 monthsStatistical Tools UsedSimple tools like jam graphs, tabulation, line diagrams have been used for analysis of data.LIMITATIONS OF THE STUDYVery minor Sample Size as compared to the target customers. Therefore a possibility of making error.Limited enumerate of prison terms as the survey is time consuming.Geographic limitations.Project is only to understand customer satisfaction and swot analysis for thesis bindi ng not for other type of bookbinding. compendium of data is only from existing customers required services not from customers who have already taken services in past..MainTEXTDescription of project in briefAs I explained above in introduction the project is to measure the customer satisfaction level and to find out Swot analysis of thesis binding, So that company can come to know about satisfaction level of customers by its presently available services and came to know about what kind of up gradation is possible to enkindle our services and to serve the customer in better way and to measure that if any step company have taken is it feasible or not.Companies main emphasis is services oriented because the company is looking for expanding the business and to attract more customers, and to get the idea of new trends of thesis binding what customer expect from the company so that company can fulfil their wish of customers that helps the company to retain its present customers and to at tract new customers . of late Dhar Brothers start new services like online delivery services to the customers , that whole caboodle as more beneficial for twain the companies and customers point of view , most of the time what happened if customer have not time to come at company or away from Kolkata like from different state or cities than customer can submit their orders on companies website, where everything is mentioned about services of companies and by filling the necessitate form according to their requirement and made honorarium online , from where company take the customers order and provide them service and finished the work of customer within 48 hours later on that if you are from Kolkata, you can take delivery from company and if you are from outside the Kolkata and if you cant come , your thesis would be courier on your address.TO understand the SWOT of company to get advantage from competitors and minimize the risks of business, as I discussed after clear understa nding of strength, weakness, opportunities and threat, company can take necessary move to maintain their strength as a tool of success, and take the advantage of new opportunities and work on remove the weakness, who are coming in racecourse of success of company and mitigate the threats.The strategy used to proceed the work, first after clearly understanding the work of company and what to do, I first typeset two questioner, one is for in-house survey to collect the data from customers at the time of their delivery, to get their valuable feedback and to measure their customer satisfaction level and to get the idea what kind of new improvement is required according to them, and what company should do to serve them better in future , so that companies sales will increase in futuresecond is outhouse questioner to collect data by surveying PHD or those people who are doing research work across different universities of Kolkata and then after collecting the data and proper analysis o f that data will be done by using different technology to find the conclusions of problems and recommendation and what steps should be taken to improve services and to expand business or to attract new customers. foodstuff growth rate of company securities industry rate has been found out by using the data of the customers who already have done their thesis work in 2009 and 2010. The data has been shown to a lower placeSource this data is based on the no of copies for the thesis binding month wise of Dhar Brothers.The data which have been shown in the minded(p) table is the number of copies which has been completed in the year 2009 and 2010.From the collected data which have been shown above shows that in that hole is an increment in the growth rate of 13.6% in the year 2010 compared to 2009.This shows that customer base of Dhar brothers is increasing every year so to tinge with the demands of these customer and serve them better company have to increase their present resources , like skilled human resource , Machinery, better fundament etcetera to meet with this challenge in future.Market SizeMarket size plays an important role to find out the areas where we can target the customers or it shows which area we should focus for the thesis binding.The market size can help the company to come to know about the untapped areas or the areas from where less business is coming, so can company can make strategy and can take right decision to cover these untapped areas and areas from where less business is coming.Number of customers coming in Dhar Brothers from different universities can be understand by the help of below graph, here In this graph I have not showed customers of all the universities I just try to show where we have to focus more to increase business and sales of company.Source This data is taken from Dhar Brothers.Horizontal Axis Monthsupright Axis Number of copiesThe data shown in the graph is the number of copies that have been taken on the vertica l axis and month has been taken in the horizontal axis.As we can see from the above graph that in all the Four months from January to April, the number of students coming in company from Calcutta university is more than any other university. And from the other university like Rabindra Bharthi is comparatively less than the Calcutta university, So our market Size is Rabindra bharathi and Vidyasagar University as well as B.Ecollege, Jadhvpur university .The message which I want to clear with the help of this above graph is that, here in our company customers from Calcutta university is coming more than all other universities of Kolkata, so these universities are like the areas from where less business is coming pretermit C.U., So company should take steps to increase business from these universities, by doing promotion ,make better sex actship with guides of students.Demand of servicesWhich services provided by Dhar Brothers is more in demand is easily understand by below graph-Sour ce This data is taken from survey of customers and from Dhar Brothers past data.The data collected is of the year 2011 from January to March.From the above graph we can find out which product of the company is in more demand. As we can see in the graph hard binding is in more demand as compared to the other demand, so company should more focus on hard binding service to satisfied the needs and expectation of customers from Dhar Brothers Because this service is more in demand and as well as company should also focus on superiority of other services.METHODOLOGYREASERCH METHODOLOGYVarious products/services being offered by Dhar Brothers.The kind of responses received during survey of customers.The form of activities which is effective from the point of view of Customer satisfaction and Swot analysis.To understand what kind of services and customization customers want.To understand the customer needs and expectation from company.Developing innovative methods of approaching the target gr oup .The survey conducted, would help in identifying the perception of a customer about services of company, which would further help in identifying the customer need and expectation and what kind of customization customer wants from company that in other words can say to provide value of money to customers .The survey conducted would give insight regarding whether Dhar Brothers should increase the services for their customers and if yes then in what type of services.Design of Questioner Two types of questioner is used for survey in house and outhouse.Design of inhouse questioner In-house questioner is designed for survey of in-house customers at the time of delivery of their thesis binding, the parameter have been taken in this questioner by keeping in the mind that the facts these customer have already taken the service of company, the following parameters have taken, to measure the satisfaction level of customer and analysis of swot areas.Details of customers include name, univer sity, area of thesis, contact number, email-id.From where customer came to know about company?How much customer satisfied with printing, paper binding and determine with respect to grapheme, delivery service within 48hours?How much customer satisfied with service like, delay time, Employee Behavior, work milieu?What is the strength of company, measurement is done on the basis of some point, for that I attached the questioner at end of project?What is the requirement of customer?At the end an open ended question to get the customers view to serve them better.Design of outhouse questioner Out house questioner is used for survey of PHD or research students in different universities of Kolkata, in this questioner points have taken by keeping in mind that these customer will use the service of company in future because the Dhar Brother has monopoly in the market regarding business of thesis binding, so by getting earlier the idea of expectation of customers and what type of service they are looking for , so the company will provide that service to customers in future, the point have taken in this questioner are as follows.Details of customers include name, university, area of thesis, contact number, email-id.University name from which the students live on to so that company can find out from which university maximum students will apply for the thesis binding.One question has been put in the questionnaire regarding the month for the thesis binding so that company can get to know their completion of project in advance and will try to cause by using the phone number to increase the sales of company. woof of sample size For measuring customer satisfaction and Swot analyisis I have collected the data of 170 customers by using both in-house and outhouse customers. In this project we have considered only those people who are doing their research work either from PhD or their own research work like thesis on literature. (note because of time constraint could not fu lfil much ).Data collection methods Data will be collected by survey and interviewing of both in-house and out house customers. For in-house data collection surveying and interviewing of customers will do at the time of delivery of their thesis binding, so customer after checking their delivery can have the idea of feature of their binding and give us the proper response regarding their satisfaction level and other methods I m following to collect the data from our past customers by calling them on their contact no. or by the help of e-mail id and in survey of in-house customers I havent set about any problem. I have collected the data of 170 customers. And for the outhouse survey, my target was PHD students or students who are doing research in different universities of Kolkata , So by visiting in different Kolkata universities and interviewing these people , I have collected the data I had approached in following universities of Kolkata like Calcutta university . Rabindra Bharti , Jadhvpur university, Shibpur B.E college, WBUT etc.Challenges faced in Out house Survey Initially after visiting in Kolkata universities following problems have come in my path are asTo enter inside universities and do the survey work.How to meet PHD students because there are no regular daily classes of PHD students.Sometimes chat problem because here people mostly communicates in Bengali.To take authorization from governance to do survey work and to find out at what time I can meet with PHD students.Strategies used to overcome these challengesBy using theReference of college identity card and doing research for academic requirement , till know I have got success to meet with PHD plane section authorities in universities like Rabindra Bharti universities and Jadhvpur university.I m trying to get the record of students PHD departments o like contact number or email-id , so that I can contact them to collect data .From project guides and PHD authorities get the time when I can meet with these peoples.FINDINGSAND digestinitial findingsThe various findings of from the information collected areDhar Brothers only do binding of thesis of research work.By a comparative analysis of customers of different universities of Kolkata as well as from other states and cities, it can be tacit that company has reasonable expenditure with respect to overall quality and Dhar Brothers has monopoly in this thesis binding business no other such big player available in Kolkata for thesis biding.Company imports significant for thesis binding like paper, cover page substantial from Netherland, so the focus of company is to provide best quality and service to our customers.Customers here comes from other states and cities also apart from Kolkata, like Darjeeling, Jharkhand, Bihar, Assam etc., this shows that company has good Brand image , and known for superior quality and fast services.Company has efficient resources, tolerable infrastructure and skilled labour and working e nvironment to do the work.Customer appreciate the online order service of company and Home delivery to customers who are away from Kolkata or have some problems to come, this service will help customers to finish their work at time and represent effective also.Customers also appreciate the fast delivery service of company within 48 hours.Hard Binding service provided by company is more in demand.Dhar Brothers has good brand image in this business of thesis binding.ANALYSISData which have been collected through questionnaire from in-house and out house will be used for the analysis of data. As the data in the questionnaire contains various different parameters like quality price, delivery system, waiting time, location and others. These parameters will be used for the data analysis and found out the relation between the different parameters.The target group for the survey is PHD students and those who do research work of age group normally more than 25 years of age.Sample Size 170(N ote due to time constraint, sufficient amount of response from customers was not gathered)Customers response how they come to know about Dhar BothersFriends (Who have used service in past)-62%Guide- 16%Others-2%Family members-12%Internet-8%Graph of customers response how they come to know about Dhar brothers.(Source This graph is drawn on the basis data collected by customers during survey jan.-april)Above graph shows clear design from which source number of customer comes here.As we clearly understand from above data and graph Dhar Brothers required more methods of promotion to increase sales of their company because 62% customer come here are recommended by their friends, so company should do promotion in News papers, and Internet On major Research sites so during research of their work, Customer come to know about Dhar brothers, that will help company to boost their sales and by giving demonstration in education fares and in universities.Customer Satisfaction AnalysisThe parame ters which I have taken to measure the customer satisfaction level are , printing quality, paper quality, binding quality , service within 48 hours, waiting time, adequate infrastructure, working environment price with respect to quality . It can be better understand by below graph.Customer satisfaction on the basis of quality of material used for Thesis binding work.(Source This graph is drawn on the basis data collected by customers during survey ,jan-april)As by analysis of above graph it is clearly visible that customer satisfaction level is very high, customers are highly satisfied by the material quality used for thesis purpose like paper, printing quality, Binding quality, so this is good sign for company. Paper quality 85% are highly satisfied and 15% are norm satisfied there is not even one customer who is not satisfied selfsame(prenominal) is the case with printing and binding quality, from binding quality 80% are highly satisfied and 20% are average and from printing qu ality 77% are highly satisfied and 23% are average satisfied.Customer satisfaction on the basis of services of company and law of proximity to location(Source This graph is drawn on the basis data collected by customers during survey, jan.-april)From the above graph it is clearly visible the customer satisfaction level of services provided by company, customer satisfaction level is very high except some parameter like waiting time, propinquity of location. So company have to work on reduce the waiting time by increase human resource and more systems to provide fast service and other one proximity to location the company can do improve it by taking online demand and stand delivery to customer because to open other branches in different location is not feasible for company it requires lot of resources and wealth. And overall if we focus customers are highly satisfied. This shows that feasible steps which companies should take to improve services and customer satisfaction level.Custo mers satisfaction level regarding overall quality with respect to priceCustomers satisfaction level regarding overall quality with respect to price is given below with the help of graph.(Source This graph is drawn on the basis data collected by customers during survey from January to april)From the above graph it is clearly understandable that only 10% customer is very low satisfied with price of Dhar Brothers and 90% are satisfied with price of company with respect to quality out of which 62% customers are highly satisfied and 28 % are average satisfied, so overall customers are satisfied with price, company should not bothered much about those 10% low satisfied customers. Companys main focus should on 90% of customers.From the above three graph used on the basis different parameters it is cleared that customers are satisfied except some parameters like waiting time and proximity to location.The data have taken in all the graphs are of four months January to April.Analysis of what was the requirement of customersThe parameters we used for analysis of requirements of customers are services provided by company likeFormatting, Printing, BindingPrinting, BindingCopier and BindingOnly Binding(Source This graph is drawn on the basis data collected by customers during survey from January to april)It would be understand from the above graph, what percentage of customers taken which category of service, company focus is that every customer should take our first category of services formatting, printing, binding it would give more profit to company but after collection of data and survey of customers it have been found that those customers who have not good knowledge of formatting only those customers taken this service and those who can do formatting done by self to save cost.SWOT ANALYSISStrengthsCompany has monopoly in market in the business of thesis binding.Company has adequate infrastructure and machinery.Company has skilled labour to provide superior quality se rvices.Working environment of Dhar brothers is favourable for customers.Dhar Brothers is very cost effective for thesis binding with respect to quality.Online Delivery system and on time delivery.Delivery service within 48 hours.Imported material from Netherland used for the purpose of to provide good quality to customers.Strength of Dhar Brothers according to response o