Title Pages

A
WINTER PROJECT REPORT
ON
“A Study on Customer Satisfaction of Trade India Company”
SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE
AWARD OF THE DEGREE OF
MASTER OF BUSINESS ADMINISTRATION
(2017-19)
SUBMITTED TO: SUBMITTED BY:

Dr. OMESH CHADHA KAJAL NAGPAL
(Assistant Prof. Dept. Of Management Studies) MBA-170216
DEPARTMENT OF MANAGEMENT STUDIES

PANIPAT INSTITUTE OF ENGINEERING AND TECHNOLOGY
PANIPAT, HARYANA (INDIA) – 132103
AFFILIATED TO KURUKSHETRA UNIVERSITY, KURUKSHETRA

DECLARATION
I hereby declare that the project entitled “A Study on Customer Satisfaction of Trade India
Company” undertaken at Trade India, Delhi submitted in partial fulfillment of the requirement
for the award of the degree in Master in Business Administration to the Panipat Institute of
Engineering and Technology, Samalkha. It is my original work and is not submitted for the
award of any other degree or diploma.
Signature of Project Incharge: Signature of Candidate:
Mr. OMESH CHADHA KAJAL NAGPAL
MRS. PRIYANKA SEHGAL
(H.O.D of Management Studies)

ACKNOWLEDGEMENTS
As I look back after the completion of my project I feel it would not have been possible without
the guidance. I am very grateful to all the people who have lent their precious time and advice
for rendering this project successful. I take this opportunity to thank them all.
First of all I would like to thank to my HOD MRS. PRIYANKA SEHGAL, Department of
Management studies of PANIPAT INSTITUTE OF ENGINEERING AND TECHNOLOGY,
for extending her support and ensuring that all necessary procedures were completed well before
time.
Secondly, I am grateful to “TRADE INDIA, Delhi for giving me an opportunity to undertake

this project in their organization.
I heartily thankful to all the executives of the company for their valuable guidance and for
sharing their experience in completing this project successfully.
I would like to thank my institute guide Mr. OMESH CHADHA for having given me this
opportunity and for her valuable ever-patient guidance ever endeavoring support, timely help and
constant encouragement and also I am thankful to all faculty members of my institute for their
valuable guidance in completing this project successfully.
I also express thanks to my parents, my family members, and all my friends for their valuable
support in completion of this project successfully.
Last but not least I am thankful to all those people who helped me directly and indirectly.
KAJAL
PREFACE
Without practical training, management education is meaningless so long with the

theory; practical training is provided to management students to expose them to the actual
working environment of any organization. Such training provides a framework of knowledge
relating to the concepts and practices of the assigned topics in the organization. The
summer training is an integral part of the course curriculum of Master of
Business Administration. In this the student is in the position to analyze the
integral working of an organization with mature eyes and understand the dynamics in a
much better manner. This project has been conducted at Trade India. India's largest Online
Marketplace for Small, Medium and Big Businesses, to source all goods and services for
their business needs. It has 40 Million products listed in the platform with 2Million
suppliers who are Genuine, Verified, Trustworthy and highly responsive. It promotes
INDIAN SMEs on the GLOBAL platform through our (ONLINE) Marketplace. After that a
market research is performed with a sample size of 300 people. The r e s e a r c h s t u d y w a s
l i m i t e d t o D e l h i . H e r e , i n m y s u r v e y , I h a v e c o n t a c t e d t h e respondents
through personal interviews with the help of questionnaires. This will help us to know the
rate of Paid Suppliers response to the Customers. As Customers are important due to which
the whole market is running on Online. To find the resultant, we selected to Survey on
Customer satisfaction. From this study, we will learn important aspects of Customer
Satisfaction.
INDEX OF CONTENTS
Chapter No. Particulars Page. No.
1. INTRODUCTION
Introduction to the Industry 1-3
Introduction to the Company 4-11
Introduction to the Topic 12-21
2. LITERATURE REVIEW 22-28
3. RESEARCH METHODOLOGY
3.0) Research methodology 29
3.1) Conceptualization 29-30
3.2) Significance of the study 30
3.3) Objective of the study 31
3.4) Scope of the study 32
3.5) Research design 32-33
3.6) Collection on data 33-35
3.7) Sources of data collection 35-37
3.8) Sampling technique 38
3.9) Analytical tools used in study 38-39
3.10) Limitation of study 39
4. ANALYSIS & INTERPRETATION

4.1) SWOT analysis 40-41
4.2) Questionnaire analysis 42-56
5. FINDINGS, RECOMMENDATIONS &

CONCLUSION
5.1) Findings 57
5.2) Conclusion 58
5.3) Suggestion 59-61
BIBLIOGRAPHY
ANNEXURE
Table No. Particulars Page No.
4.1 Frequency of B2B 42
4.2 Tele Marketer calls 43
4.3 Company’s Preference 44
4.4 Value for money paid 45
4.5 Cost, durability, quality satisfaction 46
4.6 Delivery lead time 47
4.7 Level of customer support 48
4.8 Satisfaction of service delivery 49
4.9 Company’s Documentation 50
4.10 Satisfaction of pending delivery 51
4.11 Product packaging 52
4.12 Innovative product designs & features 53
4.13 Direct enquiry calls 54
4.14 Availability of new products 55
4.15 Shipping means 56
List of Tables
List of Figures
Fig. no. Particulars Page No.
1.2.1 Company’s services 8
1.2.2 Post Trade Lead 10
1.2.3 Freight quote 11

1.3.1 Purpose of B2B 14
4.1 Frequency of B2B 42
4.2 Tele Marketer calls 43
4.3 Company’s Preference 44
4.4 Value for money paid 45
4.5 Cost, durability, quality satisfaction 46
4.6 Delivery lead time 47
4.7 Level of customer support 48
4.8 Satisfaction of service delivery 49
4.9 Company’s Documentation 50
4.10 Satisfaction of pending delivery 51
4.11 Product packaging 52
4.12 Innovative product designs & features 53
4.13 Direct enquiry calls 54
4.14 Availability of new products 55
4.15 Shipping means 56

CHAPTER: 1
INTRODUTION
CHAPTER: 2
LITERATURE REVIEW
CHAPTER: 3
RESEARCH METHODOLOGY
CHAPTER: 4
DATA ANYALYSIS &
INTERPRETATION
CHAPTER: 5
FINDING & CONCLUSION

Title Pages

Uploaded by

Copyright:

Available Formats

Title Pages

Uploaded by

Document Information

Original Description:

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Title Pages

Uploaded by

Copyright:

Available Formats

A

WINTER PROJECT REPORT

“A Study on Customer Satisfaction of Trade India Company”

SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE

AWARD OF THE DEGREE OF

MASTER OF BUSINESS ADMINISTRATION

SUBMITTED TO: SUBMITTED BY:

DEPARTMENT OF MANAGEMENT STUDIES

AFFILIATED TO KURUKSHETRA UNIVERSITY, KURUKSHETRA

Signature of Project Incharge: Signature of Candidate:

Mr. OMESH CHADHA KAJAL NAGPAL

MRS. PRIYANKA SEHGAL

(H.O.D of Management Studies)

Secondly, I am grateful to “TRADE INDIA, Delhi for giving me an opportunity to undertake

Without practical training, management education is meaningless so long with the

4. ANALYSIS & INTERPRETATION

5. FINDINGS, RECOMMENDATIONS &

Table No. Particulars Page No.

4.1 Frequency of B2B 42

4.2 Tele Marketer calls 43

4.3 Company’s Preference 44

4.4 Value for money paid 45

4.5 Cost, durability, quality satisfaction 46

4.6 Delivery lead time 47

4.7 Level of customer support 48

4.8 Satisfaction of service delivery 49

4.9 Company’s Documentation 50

4.10 Satisfaction of pending delivery 51

4.11 Product packaging 52

4.12 Innovative product designs & features 53

4.13 Direct enquiry calls 54

4.14 Availability of new products 55

4.15 Shipping means 56

1.2.3 Freight quote 11

4.1 Frequency of B2B 42

4.2 Tele Marketer calls 43

4.3 Company’s Preference 44

4.4 Value for money paid 45

4.5 Cost, durability, quality satisfaction 46

4.6 Delivery lead time 47

4.7 Level of customer support 48

4.8 Satisfaction of service delivery 49

4.9 Company’s Documentation 50

4.10 Satisfaction of pending delivery 51

4.11 Product packaging 52

4.12 Innovative product designs & features 53

4.13 Direct enquiry calls 54

4.14 Availability of new products 55

4.15 Shipping means 56

You might also like