Synopsis M Com Project Edited

CUSTOMER PERCEPTION TOWARDS THE SERVICE QUALITY OF AKSHAYA
CENTRE WITH SPECIAL REFERENCE TO

THRISSUR TALUK
1.1INTRODUCTION
The previous half decade has witnessed rapidly increasing of ICT centered development
projects in several developing countries with the intension of spurring rapid socio and
economic growth through an attempt bridge the digital divide. Several innovative project
have taken emerged in India over this period either initiated solely by the government or as
part of a CSR initiative by large companies or research organization. Both these standalone
models were handicapped by the respective drawbacks, newer models of partnership such as
private public partnership multi -stakeholder’s initiatives have since emerged. The akshaya
project is one such instance of a PPP with two main factors involved being the state and
private entrepreneur.
Akshaya is a community oriented ICT initiated introduced by the Kerala information
technology mission for bridging the benefit of IT to the Kerala society. So, it is necessary to
know the customer satisfaction of akshaya center.
Customer satisfaction occur when the experience obtained from transaction match the
expectation. Satisfaction of customer is essential for retention of customers and for the
continuous sale of the product and services of the company to the customers. This establish
the need for and importance of customer satisfaction.
1.2. SIGNIFICANCE OF THE STUDY
Akshaya is considered as the gateway of opportunities for bridging the digital divide and for
achieving socio economic development. Our state need the support of these IT projects.
Major outcomes expected from the project are:
a) Digital empowerment in the state
b) One stop shop for citizen services.

c) Touched the lives more than75% of population
d) Generation of 15000+employment opportunities
1.3. STATEMENT OF PROBLEM

Today we are living in the information technology world. It will show the importance of IT in
government functioning. Akshaya was considered as a milestone information and
communication technology project by Kerala state information technology mission which has
rewarded the people with effective and friendly e governance through technology. The study
aims at analysis the awareness and user satisfaction on the basis of service quality provided
by the Akshaya center in Thrissur Corporation.
1.4. OBJECTIVES OF THE STUDY
1. To understand the awareness and usage of e governance services provided Akshaya center
in Kerala
2. To measure the quality of e- governance and user satisfaction of Akshya Centers in Kerala;
with a special reference Thrissur Taluk in Thrissur District.
1.5. RESEARCH METHODOLOGY

The study is designed as an empirical one based on the survey method. The samples under
the study are taken from the customers of akshaya centers in Thrissur Taluk of Kerala
state.The total samples taken are 120 customers. The study is primarily based on the primary
data collected from the respondent. To gather primary data purposive sampling technique is
used. The SERVQUAL Tool is used to analyse the service quality of the Akshaya Centers.
Other tools used for this study includes percentages, weighted averages and anova. Direct
interrogation and questionnaire was prepared to collect information regarding classification
of customers, service preference, computer literacy, and service provide by akshaya.
Secondary data has been collected from various publication, journals, and periodical and
article related with the study. Random sampling method is used for selecting the customers
1.6. PERIOD OF THE STUDY
Period of the study is confined to 3 weeks.
1.7. LIMITATION OF THE STUDY
illiterate.
f akshaya centers are not exhaustive, so it may not reflect the actual result
CONCLUSION
Akshaya Project bridges the gap between “information rich and information poor”. The
project was conceived in such a way to achieve this objective by developing ICT access point
primarily and also addressing issues like skill setting by giving e literacy in training to at least
one member in 6.4 million families in the state. The project developed contents relevant to
local people in local language both on the web and on digital mediate centers also deliver
service like e learning, e business etc.

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CUSTOMER PERCEPTION TOWARDS THE SERVICE QUALITY OF AKSHAYA

CENTRE WITH SPECIAL REFERENCE TO

b) One stop shop for citizen services.

d) Generation of 15000+employment opportunities

1.3. STATEMENT OF PROBLEM

1.5. RESEARCH METHODOLOGY

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