Based on the findings of the study, it will be concluded that there is still room for growth in after sales services and customer loyalty management as many marketers and product managers, especially in IT market, have not fully grasped and made use of the whole potential of after-sales service and the strategic importance of the management of customer loyalty for corporate profitability given the inputs of after sales services

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SYNOPSIS
TOPIC: “A STUDY ON CUSTOMER SATISFACTION AFTER SALES &
SERVICES OF PRIME ENGINEERING SOLUTIONS”
PRIME ENGINEERING SOLUTIONS
BBA (BACHELOR OF BUSINESS ADMINISTRATION)
(2012-2015)
SUBMITTED BY: NATASHA
BBA-VI SEM
UID: 122261106
BABA FARID COLLEGE, DEON (BATHINDA)

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Our Vision
We at Prime Engineering Solutions are committed to serve our clients by meeting
their stated and implied needs and providing them with services exceeding their satisfaction
for quality. We strive to continue improvement through strong customer focus, upgrade
various technologies and continuous development into the domains. We specialize; we
explore various avenues and meet new challenges every day.
Our Mission
Shaping the right talent is our prime motto, in-house placement cell makes our job
easy to place professionals trained by our learning center into the right kind of jobs in various
industries. Top HR recruiters prefer our learners to be a part of their organizations and we
have a track record of 70% placements.
About US
Prime Engineering Solution is Software & Web Development Company with
extensive experience in designing and development cutting edge software & Web solutions.
Prime Technical Group is a group of highly motivated professionals with an ability to
innovate a strong desire to excel.

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Prime Engineering Solution is a customer Oriented Company working to provide
software projects, which we deliver with reliability, timeliness, flexibility and low cost
customer satisfaction as our primary aim.
The primary objective of our company is to gain through practical experience, a sound
appreciation and understanding of the theoretical principles learnt by students during their
study. Our company is oriented towards developing the skills, knowledge and attitudes
needed to make an effective start as a member of the Management profession.
Targets:
 Understanding real life situations in organizations and their related environments and
accelerating the learning process of how his / her knowledge.
 Systematic introduction to corporate Culture and development if requisite skills
 Recognizing his / her responsibilities as a professional.
 Understanding the formal and informal relationships in an organization.
 Understanding problems and providing unique solutions.
Prime Engineering Solutions is a customer Oriented Company working to provide software
projects, which we deliver with reliability, timeliness, and flexibility.
Our Range of Affiliated Services:
 Web Designing
 Web Development
 Software Development
 Mobile Application Development(Android/Bada)
 Marketing / HR Strategies
 CAD/CAM/CAE
 Internet Services
 Industrial training

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 Objective of the study:-
.
 To make the productive system more efficient.
 To know the after sales service perception of customers.
 To ascertain the satisfaction level & its influencers.
 Scope of the study:-
In this competitive world retaining the customers has become very important, hence it has
become part and parcel of the business. Business which can adapt to quick changes and
get access to improvised technology can survive in this tuff market conditions.
This study will help us to understand customers, preference and their needs
expected from the business owners. This study will not only help me as a student but it
also assists Prime Engineering to improve their service standard.
 Needof the study :-
The need of the study is to analyze the customer satisfaction after sales & services and
fill in the gaps if any which in return can improve the service to the customer of Prime
Engineering Solutions.

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 Problem statement :-
In today’s competitive world customer plays an important role in every business. The main
purpose of every business is to satisfy its existing customers and attract a new customer
which is also known as acquiring customers.
Based on the above statement I have decided to take up my academic project on “A STUDY
ON CUSTOMER SATISFACTION AFTER SALES & SERVICES OF
PRIMEENGINEERING SOLUTIONS”.
 Organization’s benefit / gain as a result of the project:-
• To learn how to work in Team.
• Good working condition.
• Coordination.
• Efficient practical knowledge.
• Healthy Environment.

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 RESEARCHMETHODOLOGY:-
A research process consists of stages or steps that guide the project from its
conception through the final analysis, recommendations and ultimate actions. The
research process provides a systematic, planned approach to the research project and
ensures that all aspects of the research project are consistent with each other. Research
studies evolve through a series of steps, each representing the answer to a key
question.
INTRODUCTION
This chapter aims to understand the research methodology establishing a framework
of evaluation and revaluation of primary and secondary research. The techniques and
concepts used during primary research in order to arrive at findings, which are also
dealt with and leads to a logical deduction towards the analysis and results.
1. Primary data:-
a. Personal interview with dealers and user of tractors has been used as survey
technique for collecting data. The dealers of different branches of tractor were also
enquired about question depending on circumstances. The survey has been made by
using primary data and secondary data.
b. The primary sources consist of information collected from dealers of different
branches and tractors owners and agriculturist. The secondary data has been collected
from encyclopaedias’ survey of Indian agriculture, Technical journals and news paper
reports.
2. Secondary data:- These are the sources contain data, which have been collected
and compared for some other purpose. The secondary source consists of readily
available components and already compiled statistical statement and reports whose
data may be used for study.

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Secondary data have been collected from many sources. The major sources of
secondary data are given below.
1. Reports/ Records.
2. Websites.
3. Organisations old data.
Determination of the sample plan and sample size
Target population
It is a description of the characteristics of that group of people from whom a course is
intended. It attempts to describe them as they are rather than as the describer would
like them to be. Also called the audience the audience to be served by our project
includes key demographic information (i.e.; age, sex etc.).The specific population
intended as beneficiaries of a program. This will be either all or a subset of potential
users, such as adolescents, women, rural residents, or the residents of a particular
geographic area. Topic areas: Governance, Accountability and Evaluation, Operations
Management and Leadership. A population to be reached through some action or
intervention; may refer to groups with specific demographic or geographic
characteristics. The group of people you are trying to reach with a particular strategy
or activity. The target population is the population I want to make conclude an ideal
situation; the sampling frames to matches the target population. A specific resource
set that is the object or target of investigation. The audience defined in age,
background, ability, and preferences, among other things, for which a given course of
instruction is intended.
I have selected the sample trough Simple random Sampling.
Sample Size: This involves figuring out how many samples one need.
The numbers of samples you need are affected by the following factors:
•Project goals
•How you plan to analyze your data

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•How variable your data are or are likely to be
•How precisely you want to measure change or trend
•The number of years over which you want to detect a trend
•How many times a year you will sample each point
•How much money and manpower you have
I have targeted 100 people in the age group above 21 years for the purpose of the
research. The target population influences the sample size. The target population
represents the Chnadigarh regions. . The people were from different professional
backgrounds.
The details of our sample are explained in chapter named primary research where the
divisions are explained in demographics section.
Data collection
Data collection took place with the help of filling of questionnaires. The questionnaire
method has come to the more widely used and economical means of data collection.
The common factor in all varieties of the questionnaire method is this reliance on
verbal responses to questions, written or oral. I found it essential to make sure the
questionnaire was easy to read and understand to all spectrums of people in the
sample. It was also important as researcher to respect the samples time and energy
hence the questionnaire was designed in such a way, that its administration would not
exceed 4-5 minutes. These questionnaires were personally administered.
The firsthand information was collected by making the people fill the questionnaires.
The primary data collected by directly interacting with the people. The respondents
were contacted at shopping malls, markets, places that were near to showrooms of the
consumer durable products etc. The data was collected by interacting with 100
respondents who filled the questionnaires and gave me the required necessary
information. The respondents consisted of Farmers, Businessmen, and Professionals
etc. the required information was collected by directly interacting with these
respondents.

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PROJECTGUIDE IN THE ORGANIZATION
NAME Gurniwaz Sandhu
CONTACT ADDRESS Prime Engineering Solutions
SCF 43, Top Floor
Phase 7
Mohali (Punjab)
TELEPHONE NO. 0172-5098468
CELL NO. 09872919302
E-mail primeengmohali@gmail.com